Business Management

Tuesday, October 6, 2009
8:30 - 4:30

Marriott Hotel, St. Pete  (Map)

RSVP On-line - When attending under the pre-paid plan, please RSVP with the specific attendees each time.

Price* - $175 members of IIA, ISACA or IMA, $200 non-members

* - for non IIA Package holders

This training qualifies for 8 hours of CPE credit.

8:30-10:00 – How to Deliver World Class Customer Service
Rick Gallegos, President/CEO, Dale Carnegie Training of Tampa Bay

We will learn about:

1. How the business can clarify world class standards to their employees
2. Tying the company mission towards service
3. Holding everyone accountable to show up with the right attitude
4. How to handle conflict when it occurs from internal and external customers
5. Overview of World Class Service

Rick J. Gallegos is President/CEO of Dale Carnegie Training in the Tampa Bay area. Dale Carnegie specializes in providing leadership and coaching skills for executives and individuals who are interested in achieving peak performance. Rick is a highly sought after motivational speaker, author and instructor for Dale Carnegie Training Tampa Bay. He serves as President of the Board of Directors for the Dale Carnegie International Franchise Association. This year Dale Carnegie Tampa Bay received “Territory of the Year” which is the highest award given to a Franchisee in the areas of quality, growth and market penetration. The Tampa Bay office was also awarded the 2008 Small Business of the Year by the Greater Tampa Chamber of Commerce. Rick credits this significant achievement to an outstanding sales and support team and to regular follow ups with team members to set goals and reach them. Rick conducted training this year in numerous U.S. cities, Mexico, China and Taiwan.

10:00 - 10:15 - Break

10:15-12:00 – Dealing with Difficult People  PDF of Presentation
Clara McCalla, President, WIN Professional Development & Training Solutions

Working with difficult people can reduce your morale, threaten your productivity, deplete your energy, and waste your time. This course entails crucial skills that will help you learn how to work more effectively with anyone and everyone.

We’ll examine the following areas:

1. Being able to recognize patterns of negative behavior
2. How to handle disruptive behavior, allowing you to become a more valuable employee and a more self-reliant person.
3. Examine why it is so hard to work with some people and more important, what can you do to significantly improve your working relationships?
4. How to proactively manage your relationship with those who are mean and angry, suspicious, pessimistic, overly competitive, controlling and more.
5. We’ll identify the characteristic strengths and weaknesses of “people styles” and how these characteristics can clash and create stress.

Clara McCalla is the president of WIN Professional Development & Training Solutions. She is a motivational speaker, and a sales and professional development trainer who creates and delivers content-rich programs.

For eighteen years, she was a Senior Corporate Trainer for Cablevision Systems in New York. She was instrumental in transforming sales teams into strategic, high performance teams in spite of challenging economic times. Her leadership, training style, and professional knowledge have given her a well-deserved reputation in the numerous workshops and training seminars that she has facilitated that stretches beyond the transfer of information. Her workshops offer a dynamic and highly interactive experience for the participants.

As a trainer who has enormous experience in the corporate setting, Clara is exceptionally skilled at identifying the right resources for specific projects. She is an instructional designer and without a doubt, a force behind the development and design of customized training projects. Her “How To” seminars have profoundly impacted a wide variety of people, and her comfortable and engaging presentation style makes it easy to assimilate information to make it user friendly immediately. Clara is currently an instructor at The Corporate Training Center at Hillsborough Community College in Tampa, FL.

12:00 - 1:00 - Lunch

1:00 – 2:30 – Avoiding the Ethical Pitfalls You Never Saw Coming
Dr. Chris Bauer, Bauer Ethics Seminars, Inc.

"Avoiding The Ethical Pitfalls You Never Saw Coming!"
(Please note - This presentation does not qualify for the State of Florida CPA ethics training requirement.)

This won't be a review of the ethics code, case studies, or case law! Instead, it will be a unique program designed to help assure that you and your entire organization are able to more easily "walk the talk" of great ethics. This often-humorous program will show us ethics risks we never even knew we had and what can be done right now to make sure those risks don't turn into potentially extremely costly legal and ethical problems.

Ethics and fun aren't words you normally hear in the same sentence. However, Dr. Christopher Bauer has been making professional ethics both straightforward and fun for international audiences for more than 25 years. He will present ethics differently than you have probably ever experienced them before. The tone will be conversational and the ideas immediately applicable. You will leave with easy, practical ideas and tools to reduce your risk for ethics difficulties while simultaneously reducing the risk of your colleagues, coworkers and entire organizations.

Dr. Bauer publishes a "Weekly Ethics Thought" which is seen by thousands of readers worldwide and is available at no charge through his website (www.bauerethicsseminars.com). The latest of his book, "Better Ethics NOW: How to Avoid the Ethics Disaster You Never Saw Coming" has been a business ethics "Top Seller" on Amazon.com.

2:30 - 2:45  - Break

2:45 – 4:30 –Communications and Interviewing Skills
Jim Ellis, DTM

We will learn about the following topics:

1. The art of active listening
2. Prepared impromptu
3. When to be quiet
4. STAR in your presentation
5. The Ice Breaker
6. Word usage has meaning
7. Speaking without words
8. Transferable interview skills
9. Neurolinguistics of the negative
10. Talk Team
11. Selling ideas in dialog

Jim Ellis is an experienced tax auditor and computer specialist, with 12 years of experience working for the Florida Department of Revenue, specializing in Unemployment Compensation and Sales and Use Taxes and Communications Services Tax and electronic audit of all taxes. He has also worked as a substitute teacher.

Jim is a graduate of Miami’s Florida International University, with a major in Finance, and he has an MBA from Belhaven College. He has earned the Distinguished Toastmaster designation from Toastmasters International.

Jim is married and father of 3 children, the youngest still in school.

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