Robert Stevenson

Change is a constant. You can either choose to embrace it or watch as you organization disintegrates right before your eyes.

Some people embrace change. Some people just go with the flow and deal with it only when they have to. Then there are those few, die hard, stubborn, inflexible, obstinate people out there, who are going to fight changing to the bitter end. In today’s accelerating pace of technological change, if you plan on WINNING, SUCCEEDING, and STAYING ON TOP, you better pay attention to the ever-changing landscape. Blind devotion to past technologies, methodologies, systems and procedures is a success killer. The pace of change is accelerating in every industry, every market, and in every facet of our daily lives.

This program is designed to show people how to not only handle change, but embrace it; in simple terms, how to cope, control and capitalize on change. It will show you how making a decision to alter your course (change) becomes a catalyst for emerging ideas. Your mind wants a direction, a course, a decision and when you give it that clarity it rewards you with new hope, inspiration and energy; you quit floundering in your indecision and flourish in your new direction. It puts you in a better frame of mind and you now start seeing how you can make things work rather than dwell in the debilitating mood of self-defeat; changing your mind becomes and energizing force.

FOUNDATION:

• Change is an inevitable part of life
• Before asking others to change, change yourself first
• Effective listening is the most important skill in communication
• By embracing the concept of change, one embraces the future

PARTICIPANTS WILL BE ABLE TO:

• See change as an inevitable opportunity
• Examine personal beliefs about change
• Develop a positive attitude toward living in a constantly changing environment
• Understand that the idea receiving the most resistance is probably the best idea
• Capitalize on thinking ‘outside the box’
• Deal with the ever-changing needs of the public
• Teach the process of stimulating ideas
• Realize that change is never final nor always right
• Recognize the value and importance of change

This double-edged sword presentation cuts to the core of performance, both business and personal performance. Mandates from management throughout the country all seem to be singing the same song: “If we are going to remain successful and be players in the marketplace both now and in the future, we must constantly strive to learn more, improve our quality of service, increase customer satisfaction, increase market share and do it in less time with fewer people.”

To keep elements for success effective, to facilitate individuals performing at their Optimum Level, it sometimes takes a catalyst of rare ingredients to first ignite the fire and then keep it blazing. This Peak Performance program was designed to be the catalyst to get things moving, and also teach techniques to keep it going.

FOUNDATION:

• Peak performance is a way of work, not a mad dash to a single goal.
• Both innovation and motivation must be present to excel.
• Doing it the way you have always done it will not get you what you have always gotten. In today’s highly competitive, ever-changing business environment, you can never become what you need to be by remaining what you are.

PARTICIPANTS WILL BE ABLE TO:

• Renew past convictions
• Deal with handling and accepting change
• Identify optimum effort, from customer service to moping the floors
• Delve into revamping, removing, and limiting personal paradigms
• Utilize multiple ways to deal with stress
• Explain the most common trait of all successes

This program deals with dispelling the theory that the customer is always right. Whether it was selling a Dixie cup of lemon-aid on the sidewalk or closing a multimillion-dollar deal, anyone who has ever dealt with a customer knows the customer is not always right. Many times the customer is wrong, very wrong; however, they are still the customer.

This Customer Service program addresses how to keep customers spending their money at your organization without giving away the farm. By exploring not only in the initial sell, but also addressing how to improve repeat and referral business, this program will provide concrete examples of ways to improve your selling techniques. The program has been designed as an educational, interactive seminar for anyone who has customer contact, from Executives, Managers, and Supervisors to Hourly Personnel.

FOUNDATION:

• Anyone who has customer contact is a sales person
• One dissatisfied customer can destroy months worth of positive work
• Never underestimate the power of word-of-mouth
• The customer is right only if it is right for the business

PARTICIPANTS  WILL  BE ABLE TO:

• Identify the definition of Excellent Customer Service for your industry
• Understand the power of customer perception
• Consider alternative methods for improving customer satisfaction
• Recognize problem areas
• Accept and assign responsibility
• Empower your front line service people
• Address the needs and wants of your customers
• Prioritize activities to more effectively address those customer needs and wants
• Respond appropriately to customer complaints after reviewing customer feedback
• Allocate customer service resources more profitably
• Establish, implement and review Service Standards for better customer service
• Analyze strategies for Optimum Customer Service – Building the culture from within

The Leadership program focus is on practical, insightful and useful skills that help to make relationships work and companies prosper. Designed with the goal of helping companies thrive in today’s marketplace, Mr. Stevenson identifies how to start, maintain, and deepen working relationships. This program starts with the nine elements of the Leadership Formula then delves even deeper into the philosophy of relationships. Mr. Stevenson addresses courage and challenge, confidence and commitment, compassion and communication, change, cooperation, and control.

FOUNDATION:

• People not Procedures
• Action not Talk
• Want To not Made To
• Desired not Required
• Showing not Shouting
• Flexible not Fixed
• Listening not Telling
• Caring not Bottom Line
• It’s a Process – Not an Event

PARTICIPANTS  WILL  BE ABLE TO:

• Open two-way channels of communication
• Establish rapport
• Develop respect
• Recognize effort
• Provide effective encouragement
• Deal with differing viewpoints
• Improve listening skills
• Encourage and solicit suggestions
• Master the skills to gain willing cooperation

For your organization to succeed in this ever changing environment you need to be certain you are running at peak performance; all resources must be utilized to full potential. When considering the resources of an organization, its most valuable asset is always its human resources. To be able to maximize results, you need to be able to maximize Operations, Preparations, Motivations, and Expectations. Mr. Stevenson has developed a program that addresses the many aspects of teamwork and how to make it function at its optimum potential.

Great TEAMWORK is the true reason for success of any company and it rests in the hands of their employees Coming Together as ONE.

FOUNDATION:

• “I’ve Got Your Back” mentality creates a winning culture
• Cooperative teams are more productive
• Teamwork improves the organization
• How to foster at team mentality

PARTICIPANTS WILL BE ABLE TO:

• Incorporate the attitude of watching out for each
• Change Reactive or Inactive to Proactive
• See that conflict can be productive
• Handle change as a unit
• Strengthen the weakest link
• Inspire individuals to accelerate the group
• Develop REAL communication…
• Listen with an unprejudiced mind
• Understand dialogue – what it is AND what it is not
• Understand the importance
  • Looking beyond their assigned tasks
  • Being counted on to always be on time
  • Responding to requests in a timely manner
  • Helping coworkers complete projects
  • Speaking positively
  • Respecting coworkers
  • Looking for ways to help others

The art, discipline, techniques of selling have traveled many different paths over the centuries. Whether one is doing research or actually working in businesses it is obvious the path to selling effectively has gone from simple to highly sophisticated and back again. This program doesn’t mean to oversimplify the process of selling something, but it will make it understandable and easy to implement by sticking to the basics. The program breaks down the Art and Science of Selling into a no-nonsense set of guidelines that will make even the most novice of salespeople a success.

FOUNDATION:

• Selling is both an art and a science
• A good salesperson truly cares about their customer
• Successful sales arise from the feeling of responsibility to help the customer

PARTICIPANTS  WILL  BE ABLE TO: 

• Appreciate the power of being fully prepared
• Learn how to handle and overcome objections
• Ask better questions
• Listen what the customer is really saying
• Realize the importance or getting detailed information
• Close the sale
• Appreciate the importance of following up after the sale

Understand and use the following successfully …

• SHOW the customer … DON’T TELL THEM
• FEEL what the customer FEELS
• LOOK to see how and if you can HELP
• HEAR what the customer HEARS
• MAKE CALL after CALL after CALL – the power of prospecting
• LEAD the customer
• SEEK to FIND out their situation
• WORK HARD
• LOVE what you are doing
• Get the customer to TALK
• GIVE MORE … TAKE LESS
• CARE MORE

The Single Most Important Skill Determining Your Success in Life is Communication.Communication is an interactive event between two or more individuals; a give and take of thoughts, wants, or needs. Communication is a skill that must be learned and practiced regularly in order to be successful at it. This communication program was designed using proven and powerful communication techniques intended to call the audience to action, calling them to examine their own skills, and then calling them to actively practice improving those skills.

FOUNDATION:

• Communication is a learned behavior that must be practiced
• Communication is more than the ability to form words
• Effective listening is the most important skill in communication
• Before a person will listen there must be rapport
• Rapport is built from trust
• Without confidence there can never be rapport or trust

PARTICIPANTS  WILL  BE ABLE TO:

• Understand how to develop Trust, Confidence and Rapport
• Learn the 9 ways to transform their personal impact
• Develop Verbal, Vocal and Visual communication skills
• Enhance their “Likeability” and “Personality” factors
• Learn the effective use of humor
• Incorporate Neuro-Linguistic techniques
• Understand representational systems: Visual, Auditory and Kinesthetic
• Refine their listening skills
• Handle objections properly

Mr. Stevenson has developed this program to facilitate the Strategic Planning process. This program enables the organization to get a handle on what it is doing right, where it can improve, and what must be done to reach the goals being set. Some of the greatest experts for any business are their own people. Utilizing various aspects of dynamic interaction, Mr. Stevenson will take full advantage of the brainpower sitting in the room. With Robert as the catalyst driving the audience, everyone will get involved and in no time be combining their collective brilliance to accomplish far more than previously thought possible. This training session will show participants how to involve their own associates or subordinates in obtaining the best possible solutions for problems and issues they face.

Participants will learn how to dig deep to find what needs improvement and learn how to produce a prioritized strategic action plan intended to improve the organization and better prepare it for today’s ever changing environment. Depending on time constraints this program can also give a detailed account of what is going right, and what needs improvement along with having the group produce a prioritized strategic action plan intended to improve the organization and better prepare it for today’s highly competitive and ever changing environment. This seminar will prove to be one of the best allocations of corporate resources ever authorized.

FOUNDATIONS:

• Human resources are a company’s most valuable asset
• Collective problem identification can be very productive
• Empowering employees results in more energized ideas
• Involving your people in the problem solving process is the most efficient way to produce multiple workable solutions
• An established Focused Action Plan aligns the organization towards common goals

PARTICIPANTS  WILL  BE ABLE TO:

• Establish open, candid communication between team members
• Have all team members addressing critical issues
• Understand that each issue will result in written responses from each team
• Share written responses with the entire audience
• Get everyone involved, making it fun while creating a contagious level of high energy
• Empower individuals to take action
• Understand that with each new issue there will be… more interaction, new responses and a new team member addressing the audience

Simple words like “Why” or “What if” can save a company if asked at the right time. Great leaders see challenges as an invitation for the group to test, justify, explain, and prove ideas. They welcome vigorous dialogue and debate. They see argument and disagreement as catalysts to better solutions. Unfortunately, some managers / bosses / CEOs / companies have instilled such an environment of fear that they seldom, if ever, have anyone question their ideas, policies, procedures, or methods. In an environment where the Top 10 In-Demand Jobs today did not exist in 2004 and the amount of technical information in the world is doubling every 2 years, innovation has become one of the critical functions of survival for companies today.

“Great managers” have no problem admitting a policy or procedure just doesn’t work anymore. They understand you cannot become what you need to be by remaining what you are. This program will teach your participants how to delve, inquire, forget the past, try a clean slate, rewrite the rulebook, involve other fields of expertise, look from a different angle, try to find a 2nd right answer, along with the importance of involving all departments and levels of experience. It will show them how to inspire, exchange ideas, share experiences, describe challenges, have a shared sense of purpose, and learn from each other. If you want to create an Innovative Environment where your people will understand the power and purpose of openly and candidly challenging the rules, understanding the genius of subtraction rather than addition, appreciate that the Hero is the one with ideas and how “not” to succumb to the destructive power of traditional mindsets … then this program is for you.

FOUNDATION:

• To understand, How to INNOVATE, you first should identify, Why to Innovate
• You cannot become what you need to be by remaining what you are
• Challenging points of views keep companies healthy
• Healthy companies constantly reinforce the reasons why it is critical to keep improving

PARTICIPANTS WILL BE ABLE TO:

• Learn how to get a unified commitment from their department / team
• Identify and understand the Essential Habits for Success for their company/industry
• See the importance of asking and answering the “What If’s”
• Get all employees involved in looking for ways to grow their business
• Look at their company through the “Eyes of Their Enemies” and identify weaknesses they might exploit

Why is it that some people succeed while others fail? That answer seems to elude most people. With over two decades of research from having interviewed over 10,000 employees, managers and senior executives in over 250 industries, Mr. Stevenson has amassed an enormous data base on the subject of SUCCESS.

That research has helped him write a book addressing what he feels are the Fifty-Two Essential Habits for Success. Mr. Stevenson has designed a study method so “simple” that he will be able to show your attendees how to master all the habits and make them a part of their daily life. A method that will only take a couple of minutes a day. This program is designed to not only help individuals become more talented, motivated, productive, and successful but help organizations do the same by identifying key habits they must possess as well.

FOUNDATION:

• Bad habits are the core causes of failure
• 40% of the actions people perform each day aren’t from decisions, they are from habits
• Self-awareness, self-vigilance, and self-discipline are necessary to break bad habits
• Having good habits will reduce errors, complications, stress, and unnecessary costs
• Good habits increase effectiveness, profitability, efficiencies, and productivity
• Focus on developing one good habit at a time

PARTICIPANTS WILL BE ABLE TO:

• Identify bad habits that damage them personally – their reputation, work and career
• Understand how to replace bad habits (poor acquired behavior patterns) with good ones
• Identify the benefits of good habits and help them commit to them
• Appreciate they can improve their habits all by themselves
• Understand the importance of sharing good habits with associates
• Recognize good habits
  • Reduces uncertainty, creates a culture of excellence,
  • Helps standardize proper procedures, generate feelings of happiness and security
• Understand how to acquire 52 powerful success habits