Seminars & Keynotes

Getting your organization to look beyond satisfaction

Program Length: 1.25 – 1.5 hrs

In this program, Greg will take you through a series of funny and thought provoking real world service experiences, and looks at them through the eyes of the customer. Along the way, you’ll be challenged to look at the external and internal customer service you’re providing, and learn why “satisfaction” is yesterday’s goal.

PROGRAM OUTLINE: DOWNLOAD PDF ›

I DESPERATELY SEEKING SERVICE

• Today’s service environment
• Seeing the world through the eyes of your internal and external Customer
• The “Subtle” message

II WHY CUSTOMERS QUIT

• Interactive group exercise
• Facilitated discussion of the most common reasons that customers “defect” to other service providers
• Embracing the concept of “Process Mastery”

III WHY SATISFACTION IS YESTERDAY’S GOAL

• Giving license to mediocrity

IV FRANK THE CAB DRIVER

• 10 important lessons from an unlikely source

What people really listen to

Program Length: 1.0 – 1.25 hrs

Studies have shown that when others listen to us, only 7% of what they “hear” is words. That means that “93%” of what they “listen” to is our tone of voice and body language. In this program, Greg takes a look at some common applications and misapplications of “The 93% Rule” in personal and professional interaction. “The 93% Rule” is a message that every one should “hear” and “listen” to.

PROGRAM OUTLINE: DOWNLOAD PDF ›

I LEADERSHIP, SERVICE, COMMUNICATION, AND THE 93% RULE

• The 93% Rule explained
• 7% Words
• 38% Tone of Voice
• 55% Body Language

II THE 93% RULE PERSONIFIED

• The A-List
• The B-List
• Reflective qualities of the 93% Rule

III THE 93% RULE APPLIED

• The 93% Rule in E-Communications
• The 93% Rule over the Phone
• The 93% Rule in Meetings
• The 93% Rule at work when you’re not aware of it

IV FAQS ABOUT HOW THE 93% RULE

V ALBERT SCHWEITZER ON INFLUENCE

VI LESSONS FROM SARAH

When we adapt, we survive

Program Length: 1.5 – 1.75 hrs

One style does not fit all in communications. In this fast paced, highly interactive workshop, you’ll gain powerful insights on what makes people react as they do, and specific strategies for “adapting” to 4 of the most common behavioral styles. No matter whom you’re dealing with, the lesson of the Chameleon is clear – they don’t adapt to make a fashion statement, they adapt to survive!

PROGRAM OUTLINE: DOWNLOAD PDF ›

I WHAT MAKES SOME PEOPLE DIFFICULT

• When they don’t think, act, and react like us
• Conversion… the lost cause
• Adapting… The winning solution

II THE CHAMELEON GRID

• Interactive response grid

III THE FOUR INTERPERSONAL “BACKGROUNDS”

• Director, Entertainer, Relater, and Perfectionist
• Characteristics
• Identifying them in professional and personal interactions
• Understanding how they react to and cope with change

V STRATEGIES FOR “ADAPTING”

• Adapting to the Director
• Adapting to the Entertainer
• Adapting to the Relater
• Adapting to the Perfectionist

V WHY CHAMELEONS REALLY CHANGE COLORS…

• Embracing the need to change

… and what you can do about it

Program Length: 1.5 – 2.0 hrs

Ever wondered why there are just some people that you can’t get to do what you want or need them to do? This program is full of some surprising and thought provoking insights as to why this could be the case and offers you practical strategies for getting the behaviors you’re looking for. Whether you’re dealing with employees, coworkers, or family members, in this presentation, you’ll find some of the answers for what can be a very frustrating situation.

PROGRAM OUTLINE: DOWNLOAD PDF ›

I FACILITATED DISCUSSION ON WHY PEOPLE DON’T DO WHAT WE WANT THEM TO DO

• Identifying the frustrations and costs associated with “non-compliant” behavior
• Participants identify what they believe to be the primary reasons for “non-compliance”
• Audience is polled for the number of reasons on their “list”

II IDENTIFYING REASONS WHY PEOPLE DON’T DO WHAT WE WANT THEM TO DO

• Identifying the 13 distinctly different reason
• Identifying how these reasons manifest themselves in the real world
• Identifying the strategies to cope with the reasons

III INTRODUCING THE “NON-COMPLIANCE” FILTER AS A PROACTIVE TOOL

• Using a strategic tool to “boil down” reasons for non-compliance
• Developing an action plan based on the “filter” results

… in 2 minutes or less

Program Length: 3.0 – 4.0 hrs

Employers, co-workers, and even parents report that they would probably do a better job of giving feedback to others if they only had more time to do it. Well, we can’t give you more time in this workshop, but we can give you a practical roadmap for giving feedback that is both highly efficient and highly effective. The road to better performance is paved with effective feedback, and Greg’s got just the plan to make it a shorter trip!

PROGRAM OUTLINE: DOWNLOAD PDF ›

I DELIVERING EFFECTIVE FEEDBACK

• Facilitated discussion on why this highly effective tool is so seldom used effectively
• Feedback defined and redefined

II UNDERSTANDING THE 4 PILLARS OF EFFECTIVE FEEDBACK

• Clear expectations
• Context
• Specificity
• Impact

III FEEDBACK TO REINFORCE

• Ground Rules
• Blueprint for the feedback to reinforce process
• Practicum including multiple role-plays for each participant in triad format

IV FEEDBACK TO DEVELOP

• Ground Rules
• Blueprint for the feedback to develop process
• Practicum including multiple role-plays for each participant in triad format

V ADDITIONAL APPLICATIONS OF THE FEEDBACK MODEL

• Performance evaluations
• Recognition write-ups
• Disciplinary actions

VI USING THE FEEDBACK MODELS TO MANAGE UPWARD

• Getting clear expectations from your boss
• Getting more effective feedback from your boss

VII KEY POINTS

• Major “do’s” and “don’t” of feedback
• What is really behind why most feedback fails

Why so many presentations suck and yours don’t have to

Program Length: 4.0 – 6.0 hrs (customized programs to help with specific presentation design and delivery)

Let’s face it – most of us have seen our share of presentations that we were less than impressed with (i.e. they “sucked”). The fact is that most presentations that struggle do so because of a very clear set of avoidable factors. In this program you’ll learn critical strategies to overcome those factors from one of the best – Greg Gray has given more than a thousand presentations all over the world. When you come to this workshop, be prepared to get a full toolbox of ideas, strategies, and techniques that will help you become a more confident, more effective presenter!

PROGRAM OUTLINE: DOWNLOAD PDF ›

I    PRESENTATION PARADIGMS THAT DOOM YOU FROM THE START

• Some topics are just boring
• Some audiences just don’t get it
• You’re not supposed to be nervous
• Managing the “Butterfly Factor”

II    PREPARATION IS KEY

• Know Thy Subject Matter – On being a subject matter expert without acting like a subject matter expert
• Know Thy Audience – Researching audience demographics and motivations and why you should seek out opponents of your message
• Know Thy Expected Outcome – What do you want them feel, think, and be able to do

III    3 CRITICAL QUESTIONS THAT EVERY AUDIENCE WANTS AND NEEDS YOU TO ANSWER

• What happens if you fail to answer any of them
• The question that most often goes unanswered
• How to structure your presentation around answering the 3 critical questions

IV    CREATING A NEED TO LISTEN TO YOU BY “DIGGING A HOLE”

• Capturing the audiences attention in the first 90 seconds
• Making the case for why listening to you is in their best interest
• Strategies that will make the audience “lean forward”

V    UNDERSTANDING THE 3 MODES OF PRESENTATION

• The Messenger
• The Instructor
• The Facilitator
• How failing to “maintain your lane” can cripple the effectiveness of your message

VI    AUDIO/VISUALS – THE GOOD, THE BAD, AND THE UGLY

• Presentation Software – common pitfalls and how to avoid them
• Audio and Video in Presentations – 6 important things to keep in mind
• The Easel Pad (vs. the Flip Chart) – 5 tips for enhancing it’s use and reducing the audience’s ire
• Microphones – 5 mic issues that trip up most presenters
• Avoiding handouts that suck
• How and why the internet can be evil when it comes to presentations

VII    USING HUMOR

• When it can enhance vs. harm your presentation
• Jokes vs. Humor
• Reality Check

VIII    THE 93% RULE

• How your body language and tone of voice factor in
• The A-List and the B-List
• An important self check question
• Making sure that what they are hearing is not being trumped by what they are seeing

IX    AUDIENCE PARTICIPATION

• How to encourage it if you want it
• How to reduce it, if you don’t want it
• How to avoid killing it if you want it
• How to avoid it getting out of hand when you don’t want it

X    MANAGING Q&A

• Prospecting for potential questions
• Setting the rules for Q&A up front
• 5 things to focus on when fielding questions from the audience

XI    THE ELEPHANT IN THE ROOM

• Effectively identifying hot button issues
• When to avoid hot button issues and when to take them on

XII    HANDLING HOSTILE AUDIENCE MEMBERS

• 6 things you can to do to neutralize the situation

XIII    “LADIES AND GENTLEMEN, PLEASE HELP ME WELCOME…”

• Elements of a great introduction
• What to do when they want to “wing it”

XIV    EFFECTIVE TEAM PRESENTATIONS

• Think “Choreography”
• Assigning a traffic cop
• Staying in your lane