1. Use your body language to shape your customer's attitude
2. Implement Interviewing Skills 101 to build a relationship with your customer
3. Determine, understand, and accommodate the four basic needs of your customer before determining their business needs
4. Use the McDonald's one-two punch to keep customers coming back
5. Seven things you can do to keep customer calm when you must put them on hold
6. Five things you can do when customer's speech is difficult to understand
7. Say "no" and still keep a satisfied customer
8. Regain your customer's TRUST when problems occur
9. Maintain control in just three steps when customer becomes irate
10. Partner with your customer to find solutions

• Define and refine your communication style for better results
• Understand what conflict is and its impact in the workplace
• Manage the conflict within - First
• Use the COWORKER technique to correct your attitude 
• Create a relationship environment when confronting a coworker
• Five things you can do to start the conversation and keep it positive
• Use the seven F's to manage conflict
• Become the CEO of your emotions
• Ten effective ways to resolve the conflict
• Seven things you can do to boost office morale in one day
• Apply the CoachCARE method to adjust an unacceptable behavior

1. Define what workplace bullying is, and its effect on individuals and office morale 2. Develop the proper language skills and body language for dealing with bullying and violence
3. Control emotions and anger
4. Learn how to protect yourself when feeling threatened in the workplace
5. Understanding and accepting differences
6. Putting policies in place to protect employees

1. Determine a set of codes, values, rules, and behavior, expected from your employees
2. Establish a code of ethics for the internet, social networking, email, and telephone use
3. Handling confidential and conflict of interest issues
4. Drawing a line between friendship in the workplace and professionalism
5. Develop positive strategies for dealing with office politics
6. Determine when workplace ethics and etiquette extends outside the office

• Master the five principles of workflow control
• Manage multiple priorities
• Get control of incoming and outgoing email
• Use the TASK TRACKing method to manage projects and meet deadlines
• Use powerful communication skills to create a win-win situation
• Create a filing system that allows for retrieval in 15 seconds or less 
• Organize your workspace and desk to facilitate the flow of work
• Use the RESPECT technique to organize anything in your life and workplace
• Implement the 3-S Tonic strategy to create balance

• Define purpose and objective of meeting
• Use Outlook to organize meeting
• Use SIMPLE & PEACEFUL techniques to make meetings run smoothly
• Set the ground rules
• Get all to participate and be heard
• Start and end on time in five steps

• Understand your relationship with time
• Control the time wasters that prevent you from getting things done
• Apply the 90/10 life management rule to change how you view time
• Define, set, and meet your goals
• Stop procrastinating
• Make BALANCE a real action verb
• Use a juggler's method to manage your busy lives
• Get your boss and others to respect your time
• Reduce stress so you can increase productivity

Do you find when at work, you have your home hat on, and when at home, you have your work hat on? If you are finding it more and more difficult to strike a balance at getting things done at work and at home, the problem may not be what you are doing, but how you are managing your time and energy to get things done.

Through her Time Management Needed - APPLY Within© coaching program, Yvonne will work with you one on one, via telephone, and email to help you create work-life balance. She will help you do an assessment of your time; strategize with you on how to make the best use of your time and energy, develop a plan, and create a schedule, that will allow you to get things done at home, work, and in your personal life.

Through this coaching program you will also learn how to set up a workable filing system and workflow systems for better control at work.