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Gary has presented his "Simple Truths in the Workplace & in Life to Ramsey County employees in the <br />past and, like that presentation, this program is also designed to entertain as well as educate and <br />challenge attendees to leave with a bit more open mind and a chance to be more successful <br />communicators. <br />The Stress Mess <br />Instructor(s) Andy Weisberg <br />1440 Louisiana Ave. N. <br />Golden Valley, MN 55427 <br />763-370-9874 <br />Andy@AndyWeisberg.com <br />The art of remaining centered in the midst of chaos employs many techniques and tools. In this session <br />Andy will explore several of the best with an unusual approach: none of these tools are helpful without <br />a careful examination of our patterns and conditioning. Understanding the thoughts that restrict us from <br />our best, most creative approach to life is the key, and it all hinges on our ability to leverage our natural <br />sense of humor. <br />In this session you will... <br />• Know the true meaning of stress, and the difference between "good" and "bad" <br />• Recognize the type of thinking that creates stress <br />• Check your emotional "baggage" before attempting any method <br />• Know why the things that we didn't learn in school are killing us <br />• Understand how we perpetuate the very things we dislike <br />• Learn when and how to use the mechanism of humor <br />Exceptional Cus'torner Service <br />Instructor(s) Robyn Boche <br />18 Raven Road <br />St. Paul, Mn 55127 <br />651-331-1036 <br />robyn.boche@gmail.com <br />Course content typically includes greeting the customer (either by phone or in person), questioning to <br />understand the customer's need or problem, listening, confirming understanding, responding with <br />value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, <br />dealing with angry customers, and the importance of body language and tone of voice. Any employee <br />who interacts with a customer - either an internal customer or external - is a candidate for customer <br />service training. <br />Course content: <br />Overview -- Showing Customers You Care <br />• Developing a customer -focused attitude <br />• Making a good impression <br />• Applying ethics and personal values to customer service <br />• Building rapport with customers <br />