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"Dealing With People Who Drive You Crazy!"®

Call Centers:
"Meeting The Needs of Internal and External Customers"

B O T T O M    L I N E    B E N E F I T S
Immediate and long-lasting!

  1. Each participant has a better understanding of his or her personality style in the Call Center.
  2. Reduction of the potential for conflict or power struggles
     (preventive maintenance vs. crisis management).
  3. Higher morale and greater productivity in a Call Center.
  4. Better listening and leadership skills.
  5. Greater sensitivity to work force diversity.
  6. Tools for influencing an emotionally safe climate.
  7. Working with change; not against it.
  8. Knowing how to approach different people and situations.
  9. Implementation of change in a win/win situation for internal and external customers.
 10.Enhancing self-motivation, as it relates to specific Call Center tasks.
 11.What works and what doesn't work in term of motivation.
 12.Dealing more effectively with difficult behavior.


Workshops    Retreats   Seminars   Conferences   Conventions
N o   B u l l.    N o   H y p e.

 View Streaming Video Clip of Dr. Freeman
It's kinda scary...but you've been warned!



P R O G R A M    O V E R V I E W

75% of the focus of this seminar will be on the internal world of the participant. 
25% of the focus will be on how participants interacts with others. 

     Generic full day version with appropriate breaks

 * Participants share the best part(s) and most challenging aspect(s) of their jobs (if smaller group).
 * Presenter introduces himself and the purpose of the program.
 * Humorous concepts illustrating the reality that people are different; predictably  different.
 * Explore the five contributing factors to personal behavioral styles:
    i. Heredity
   ii. Childhood role models
  iii. Birth order
   iv. Physical characteristics
    v. Experiences
 * Emotional pain -- the great modifier of human behavior.
 * The differences between power and influence in a Call Center.
 * Johari Window -- How trust and mutual respect are built up or broken down in an organization.
 * Ten elements to most effective teams.
 * How personal Blind Spots and Mask effect leadership/ followership styles and teamwork.
 * Peeling the layers of the onion skin to get to the core issues:
    i. Gender issues
   ii. Cultural diversity
  iii. Generational influences
   iv. Professional status
    v. Personality style
 * Administer profile material
 * Overview of the universe of the four dominant personality styles and how each style:
    i. Responds to or reacts to emotional pain
   ii. Seeks to control his or her environment
  iii. Leads and follows
   iv. Makes decisions
    v. Communicates
   vi. Deals with change
  vii. Processes information
 * Three main areas where conflict generally erupts in a call center, combined with concepts for 
    preventive maintenance -- plus skills for managing oppositional behavior after it has escalated.
 * In-depth study of each personality in a Call Center
    i. Major fears
   ii. Natural and adaptive styles when confronted by stress or change

  iii. Dynamic drives
   iv. Needs-motivated behavior and communication language

    v. Tools for working effectively with each style
   vi. How personal dominant and sub-dominant styles can compliment vs. cause internal stress

  vii. Drawing the best out of others at work and at home -- lifestyle change
 * Learning to "read" one's graph.
 * Now what do we do with the information? How do we apply it in this Call Center?
 * Time for feedback, personal responses to the accuracy of the information, and specific questions.
 * Help to develop action and accountability plans.
 * Allowance for one-on-one time with instructor.

100% Satisfaction Guaranteed. Period.

Off-site Open Registration Seminars in DC / Baltimore Area -- Interested?

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"Dealing  With  People  Who  Drive  You  Crazy!"®
The Freeman Institute™ 1103 Burkhardt Lane, Severn, Maryland 21144
TEL 410-729-7800   CELL 410-991-9718   FAX 410-729-0353



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