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Mandy Kotzman, Ph.D.

Professional Development and Personal Coaching Services
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Small business transitions

Maintaining the 'thrivability' of family-owned businesses through transitions of leadership and direction can be a challenging process - not only are there the usual business considerations, but also those related to preserving or nurtuting family relationships. As an Small Business Advisor for the Galliard Group I can help small businesses plan for their future by exploring the needs of the company and desires of the owners; generating, clarifying and articulating options; and managing the conversations needed to enable a successful process.

Professional development and the bottom line

The more effectively people work together, the greater their productivity and life satisfaction.

Poor interpersonal skills are costly in a multitude of ways. Successful companies have figured this out and work to overcome it through specific training.

High productivity, creativity, retention rates, loyalty and commitment rely on effective communication and good relationships.

Popular professional development topics

Performance and satisfaction at work, and in non-work life, are directly connected with the ability to interact effectively with other people, as well as with ourselves. Most of us have received little training in these areas, developing habits and styles by copying the role models in our lives - initially parents and later peers. Regardless of how poorly our habitual ways of interacting may serve us at times, we tend to cling to them because they are familiar, easy, and well-practised - we know how to be that way.

Making real changes in how we operate involves more than just reading about it. Most of us need personal experience, practise, and lots of it, to master something new and to integrate it into our way of being. We offer a variety of interactive development programs aimed at making real, personal connections between new ideas and their practical implementation. Participants can see, hear and experience new more-effective ways of interacting with others, as well as testing them out, integrating them, and finding their own new voice.

The elements contained in the programs listed below can be configured to suit your own specific requirements or preferences. Call to discuss your needs and how we might help you achieve the changes you seek.

Superior Service SkillsTM
Working in service industries involves more than just having technical expertise. Providers of superior service are people who combine their technical expertise with well-developed people skills to generate satisfied, loyal customers. Such skills include:
  • Knowing what constitutes superior service.
  • Establishing rapport with clients.
  • Effective listening.
  • Manifesting constructive attitudes.
  • Managing emotions - yours and your clients'.
Since personal recommendations play a powerful role in the selection of service providers, satisfied customers are the most powerful marketing tool available to these industries - loyal, satisfied customers constitute a persistent, resilient client base and provide free marketing through referrals. Dissatisfied customers can take as many as six other customers with them, so it is smart business to recognise the importance of, and fully develop, the kinds of people skills that contribute to customer satisfaction.

Click here for a more-detailed outline of the standard Superior Service SkillsTM professional development programs.

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Enhancing People Skills
As most of us have developed our communication style and skills through trail and error, specific training involving new ideas, skills and opportunities for practise can help us understand how we might be more effective. Useful topics include:
  • Understanding different personality types and styles, and how to reach them.
  • Learning to establish rapport and convey understanding.
  • Discovering the effects of different listening styles, and how to match the way you respond with your real intensions and desired outcomes.
  • Becoming more assertive when it is appropriate.
  • Managing conflict so everyone wins.
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Personal Power
Having power is about having credibility and authority with others. Regardless of your actual position or title, it is how you are perceived by others that grants us power, which depends on the messages you send. To send the 'right' messages, you need to:
  • Understand our internal workings - e.g., the relationship between thoughts, feelings, actions and needs.
  • Know yourself - refine your intentions and goals.
  • Use non-verbal communication effectively
  • Be able to establish rapport with different types of people.
  • Listen effectively, and respond with empathy.
  • Inspire and influence others - e.g., by manifesting acceptance and respect.
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Leadership is about inspiring others to share and pursue your vision. The larger your target audience, the greater the diversity of values, opinions, attitudes, backgrounds, beliefs, styles, habits, ambitions and goals with which you will need to connect and to which you will want to respond effectively. To lead requires having visibility, credibility, and authority with those you are leading. A leader needs the ability to communicate, negotiate, influence and persuade others. They need to understand the motivation and behaviours of people.

Leaders are 'made' rather than born, so you can become an excellent leader by learning the necessary attitudes and skills. Common topics covered in leadership skills training include:
  • Getting clear about your vision.
  • Establishing rapport regardless of your personality and preferred communication style.
  • Understanding motivation.
  • Manifesting respect.
  • Establishing and maintaining connections.
  • Fostering accountability.
  • Delivering constructive, meaningful feedback.

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Creating a healthy work/life balance
There is a lot of talk these days about balancing the demands and rewards of work and home life. Many people picture achieving this balance by determining the perfect formula and implementing it. While this may work well for some, it may fail to address the inherent randomness of living systems. What this means is that if you have a rigid formula for achieving balance, it may fall apart with any small disruption. If you have a dynamic system, with variation and movement around your desired set point (much the same as a tightrope walker moving their feet and waving their arms), your balance will be more resilient in the face of challenges. You can explore this notion by learning how to:
  • Uncover your core values to determine real priorities.
  • Use a "Wheel of life" to determine your ideal balance.
  • Understand the dynamic nature of balance.
  • Derive and use a purpose statement to keep on track.
  • Establish and maintain healthy boundaries.
  • Enhance your communication skills.
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Creative Pursuits LLC  *  P.O. Box 1084  *  LaPorte  *  Colorado 80535
(970) 581 4982 (USA Mountain Time Zone)