Presented by Labour and Advanced Education

Coach, Mentor & Empower Your Staff

As a business owner/operator you know your business inside and out but transferring that information to your staff in a way that increases their sales and service knowledge and ability can be challenging.  In a time when effective sales staff are hard to find, Ian McNeil will provide you with the fundamental skills you need to coach and mentor your current team to a higher level of customer service and increased sales. 

Course topics include (and are not limited to) the following (with many opportunities to practice):

  • First Impressions lesson & practice
  • Verbal communication
  • Body Language
  • Providing Feedback
  • Active Listening
  • Leadership when not in charge
  • Empowerment & Initiative with upselling
  • Phone vs. In-person communication
  • Answering Questions
  • Key message Development
  • Giving directions & endorsements
  • Relating with coworkers & supervisors
  • Difficult personalities
  • Difficult conversations
  • Conflict Resolution
  • Paraphrasing & Perception Checks
  • Responding to Aggression
  • Communicating with different generations
  • Change Leadership
  • Motivating & Coaching Performance
  • Problem Solving
  • Setting Targets & Measuring Success

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