The Professional Series encourages participants to examine their own actions and behaviors and to focus on improving or enhancing their performance. Participants are challenged to develop a personal action plan to record personal behaviors they wish to modify or retain in order to successfully implement lessons learned. Each session in the series is interactive, drawing upon the thoughts, ideas, and experiences of the instructors and attendees. Role playing, group exercises, film clips, and games are used to advance the discussions.

The Professional Series™

is an experienced-based, learning course that addresses the skills necessary to become and remain an outstanding client service professional. The program consists of four one-day sessions entitled:
  • The Valued Advisor and Superior Client Service

  • Effective Human Resources Management

  • Professional Selling Skills/Listening Skills

  • Leadership Skills

While the sessions are interrelated, each can stand alone. The overall objective is to prepare management-level professionals to take a greater role in growing their organizations, in becoming well-rounded professionals, and in improving the level of service they provide to clients.

The Valued Advisor and Superior Client Service

explores the meaning of superior client service and the characteristics of a valued business advisor. The discussion centers on what it takes to be recognized as a strategic thinker and the traits common to those who bring value to both their organization and to their clients. Participants are encouraged to connect the concepts of superior service and valued advisor to their perceptions of themselves and their roles. Pre-reading requirements are The Little Red Hen and The Fred Factor. At the conclusion of the course, participants will understand how providing superior client service leads to increased client satisfaction, client referrals, additional revenue, and career advancement opportunities.

Effective Human Resources Management

sheds light on how participants can become a more effective manager and how the right behaviors can benefit their subordinates, their organizations, and themselves. Participants work together to define "fairness" and how the Golden Rule applies to everyday business interactions. They are asked to consider the question: Why would I want to work for you? Connections are made between the attributes of a valued business advisor to the characteristics of a good manager of people. (Attendance in the Superior Client Service course is helpful but not a prerequisite.) Pre-reading requirements: Everything I Know I Learned in Kindergarten and the Harvard Business Review article: What Great Leaders Do. Participants must be prepared to describe the best and worst bosses they've known.

Professional Selling Skills/Listening Skills

focuses on the sales process and communication skills necessary to be effective at selling. Significant time is devoted to role playing, where participants are presented with various scenarios and then challenged to listen, ask effective questions, overcome obstacles, handle objections, close a sale, and follow-up within the framework of the exercises. In addition, the steps in a typical sales process are reviewed. Participants will gain a better understanding of how to listen to uncover client/prospect needs. This type of understanding enables the individual to help clients and prospects in their buying decisions.

Leadership Skills

explores the attributes of good leaders and the principles by which they conduct themselves. The skills, personalities, and effectiveness of leaders from various walks of life throughout history are discussed. Participants are expected to be familiar with Colin Powell's Leadership Principles. They should also be prepared to discuss characteristics of two political, business, social, or military leaders – one contemporary personality and one from a prior generation. Participants will walk away with a better understanding of why leadership matters. In addition, they will gain insights on the difference between good and great leaders as well as the distinctions and similarities between "leadership" and "management."