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Creative Presentations | Services

Verbal Communication
Time & Personal Management
Customer Service
Selling Skills
Train the Trainer

Program : Verbal Communication

Vehicles break down and sensible people call in the fixers; specialised mechanics that repair the damage and off you go.

Funny isn’t it how often communication breaks down? Speaking is a faculty yet communication is an art. Are you blessed with that faculty and still left scratching your head when misunderstandings hold up production and cost you money?

“Over the past couple of years we have asked John Mulvey, an expert in verbal communication and presentation skills to come in and run sessions on these areas.

His hands on efforts to get to know what makes individuals tick and then to establish the necessary rapport has seen a number of my personnel develop their self-esteem and become more assertive. In addition, team morale has improved because his approach to personal development is effective and his enthusiasm infectious.

I would not hesitate to recommend John to anybody who might require improvement in these areas."

Nino De Marco, State Manager, St. George Bank Limited – 2005

A lady at Brisbane Airport Corporation was so thrilled with the ‘power of 3’ technique that she used it in both written and spoken communication with stunning results. She confessed to being more relaxed and able to stay on track every time. “Thanks to you John,” she kindly said in a recent meeting.

As good as Power Point is, it is only an aid to a presentation. John helps people to use visual aids for effect yet sparingly, giving the individual the confidence to stand up and deliver in their own right… powerfully!

Transferring from one head to another and both getting the same message is a learned skill. Find out about the art of verbal communication so that you stand out, present better and keep driving along the highway to success: call in the expert… Get Mulvey!

Program : Time and Personal Management

‘I’ll have to make time,’ or ‘there’s never enough time,’ and timeless other excuses. A recent survey revealed that Australians are wasting more than a whole day of work in any given week e-mailing, surfing the net and office chit chat.

A study of 1000 employees by recruiting firm Talent 2 shows half of those surveyed said that they ‘regularly’ wasted time at work. 42 % said that they believed that they could get their work done in less time if they didn’t waste time on the job.

Time wasting is not always negative because of taking a break or social interaction with colleagues being sometimes therapeutic. However, if the reality is that a full day is being wasted, then chances are that there is job dissatisfaction brought on by boredom or stress.

You can’t manage time because the clock just keeps ticking regardless. You can manage the events in that time though and that’s what will separate you from the rest.

Prioritising tasks is the key and recognising what must be done, what could be done and what would be nice to do is one sure-fire way of reducing stress.

John explains the quadrants of important versus urgent and shows you how to put your life into perspective.

One sales manager remarked after John’s, “It’s About Time,” workshop that he’d found the perfect way to wind down and attend to his weekly report in a relaxed frame of mind. By juggling for five minutes he was able to clear his mind and focus on important content. The time spent juggling was more than compensated for by reducing his previously laboured efforts on said report.

Learn how to keep track of your time and be more effective in your work and play. Have fun planning your work around your leisure. Find out how to plan FUN activities and still manage to get through your workload …… Get Mulvey!

Program : Customer Service

Happy people come back for more! It’s the experience that they buy first and then your product. This enormous army of shoppers consists of individuals looking for a memorable contact before signing any kind of contract. Do you have satisfied customers or do you always have to rely on new business?

Because you sell a product or service doesn’t guarantee that these people will buy. And because you might have sold to them once doesn’t guarantee repeat business. Customers need to be treated as though every time is like the first exciting and memorable experience for them.

How are you meeting and greeting these wonderful people who determine whether you stay in business? Are members of your staff using meaningless phrases used ad infinitum by bank tellers who say the words, ‘how are you today?’ and would be quite shocked for somebody to launch into a breakdown of their health.

‘Do you want fries with that?’ is an add-on at some junk-food outlets and possibly works as intended, but to treat customers to uncaring phrases is to overlook making sincere and genuine contact.

There are ways to make any human contact interesting and to treat your customers as VIP’s, which they are, requires a little originality.

I had occasion to work with a team of guys in IT who spent time on the help desk for a national company. Big Al was a mismatcher who resisted the idea of improving his communication skills. His belief was that he knew how to handle customers and that role playing and impromptu speaking was a waste of time. “I can’t see the relevance,” he complained. In fairness to big Al, he stayed the course and in fact became a star performer; having the decency to say how much he’d got out of the experience and the difference he now felt when dealing with customers. From adversary to advocate!

Another group of people worked in the hospitality industry and were all under thirty years of age. Here’s what their caring boss had to say:

“I requested John’s assistance in coaching my staff at the Hog’s Breath Café, Redcliffe on how to handle complaints from customers and how to feel comfortable in the process… John’s engaging approach is low key, direct and perceptive. His workshops have helped my staff not only at the Hogs, but in life away from the restaurant.”
Michael Drum, Odd Couple Enterprises Pty Ltd. 2004

Once people appreciate how their attitude can affect results, they change their approach. Your team can learn the difference between a positive and a negative impact that will make customers become a part of your business… Get Mulvey!

Program : Selling Skills

Allowing people to buy is the art of selling! Following a script is OK as long as you can get your ego out of the way long enough to listen to what it is that they want.

Moving sales people along the road of the three milestones is vital in improving them from wannabes to achievers. Selling is a game and when played well can be enjoyable. Understanding the milestones can help the transition enormously.

1. Starry eyed enthusiasm
2. Sophisticated confusion
3. Mature simplicity

These are the stages in the life cycle of successful sales people. Many never make it to the third stage. The third milestone comes when the focus is off the salesperson and onto the customer, or potential buyer. The KISS (keep it simple stupid) principle is a universal cliché, but understanding how to make the message easy to grasp from the customer’s point of view is essential for successful selling.

John has explained this homespun philosophy to many sales teams and the results have been far reaching.

Motivation plays a big part, but as John says, that comes from within. Nobody can motivate another person! Inspiration is John’s enthusiastic weapon and he aims that with unerring accuracy. As a result, people are charged with the energy to make a difference.

Selling is not about you, it’s about the buyer. Learn how to get focus off you and on to the most important other person… Get Mulvey!


“I have been more than pleased with the wealth of information and tools that you have provided me and my sales team, which has enhanced the way in which we conduct our business on a day to day basis.’ Karl Secondis, Ray White Darwin.

“Throughout my association with John, I have found him to be a person of the highest integrity; someone who was insightful, inspirational and, at all times, a true gentleman.” Phil Purnell-Webb, Action International Business Coach.

Program : Train the Trainer

Getting people to do what successful trainers do in order to continue the succession can be vital to production and prosperity.

It’s not enough for a trainer to know his or her stuff and expect that when they demonstrate, others will pick up the ‘how’ to do it themselves. The old mantra needs to be adhered to i.e.

I do it normal, I do it slow,
you do it with me then off you go.

Lesson plans need to be focused on the learner, stating the conditions, indicating the actions expected and resulting in a finished product or anticipated outcome.

Working with a large Aluminium company a few years ago, there was a guy who knew his job, which was getting too demanding for him and he needed help. It was hard for him to pass on information because his communication skills were poor. Once he was able to explain ‘how’ to do a task instead of telling people what to do, his trainees blossomed and the workload was shared.

Working successfully with Virgin Blue in recent years led the learning and development manager to put pen to paper regarding a, Train the Trainer course I’d customised for them.

“John’s programs have made a significant contribution to the capabilities of our airport facilitators. He has been able to tap into the needs of each individual, enabling them to bring to life their own brand of confidence, insight and flair to the work that they do.” Louise Zimmerman, Virgin Blue 2004

Whatever training you require to be passed down to others; be it health and safety; induction process or following guidelines, there is a way of transferring that knowledge. If it’s important to your organisation… Get Mulvey!

 

 

 
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