Pamela Jett

Choosing to be Relentlessly Positive is the MOST important choice a leader can make. It is the core of psychological safety, engagement, and high-performing teams. Relentless Positivity is the key to combating fear, even during tough times, and driving results. By making 3 critical communication choices, leaders can reduce turnover and become the results-oriented leader others want to work with and for.

Best Audience: This keynote is for leaders at all levels from 1st time supervisors to the C-suite and those with leadership potential or high visibility positions.
Best Format: Keynote – 3 hours

Cutting-edge research reveals that Relentlessly Positive Communication is the key to building and projecting confidence, a critical success factor. Stop the self-sabotage and other sneaky credibility and confidence killers to become more strategic, influential, and consciously competent. Discover how to maximize impact, sales effectiveness, and team performance by becoming a Relentlessly Positive Communicator.

Best Audience: This keynote serves general audiences, both association and corporate, at all levels.
Best Format: Keynote – 3 hours

Employee engagement is the key to providing extraordinary customer service. When employees feel valued, respected, and appreciated, they are far more likely to treat customers with respect, appreciate each customer, and value what the customer means and brings to the organization. Traditional customer service programs only go so far. In this extraordinary program, move beyond the obvious to discover the secrets to customer care and retention that can help move service from ordinary to extraordinary. In this fast-paced, interactive program leaders will discover:

The vital impact of employee engagement on customer service

•Why employee engagement is the key to extraordinary customer service and why their role as leaders is absolutely crucial.

•Simple techniques great leaders and managers can incorporate into their daily interactions with employees to enhance employee engagement.

•Why their communication is the most important tool leaders can leverage to enhance employee engagement and why “engaging communication” is a must have for great customer service.

•An action plan for spreading “engaging communication” so that those they lead can, in turn, become better communicators, better leaders, and better customer service providers.

Communication tools for extraordinary customer service

•The vital importance of customer service to the organization and the bottom line.

•Surprising words never to say to a customer and what powerful words and phrases to use instead.

•Why the traditional customer service advice to use “I understand” is flawed and why using it can cost you customer loyalty.

Strategies for dealing with challenging situations

•Clever tactics leaders and customer service professionals can use to stay positive and engaged, even under pressure and stress.

•How to stay calm, cool, and collected in order to give extraordinary service, even when customers are losing their cool.

•Breakthrough strategies for dealing with angry or dissatisfied customers.

•Important nonverbal behaviors that help every customer feel valued.

Creating a culture of extraordinary customer service is possible if each leader has the right tools and techniques to share with their team. And, creating this culture starts with each leader proactively doing their part to enhance employee engagement. Give your team and leaders the tools they need to positively impact the bottom line through extraordinary service and watch productivity and profits soar. Packed with tools and techniques that can be put into practice immediately and delivered with Pamela’s unique blend of humor, practical application, innovative strategies, and high energy, this experience gives professionals the words that matter for extraordinary customer care, every time!

Traditional customer service programs only go so far. In this extraordinary customer care program, move beyond the obvious to discover the secrets to customer care and retention that can help move service from ordinary to extraordinary. Research is very clear, communication is the #1 skill set that professionals at every level of organizations ought to polish. This is especially true for front line employees who interact daily with the most important asset in any organization, customers. It’s a fact: it is so much easier to keep a current customer satisfied than it is to find a new customer. This has never been truer than in today’s challenging economic climate.

In this fast-paced program attendees will discover:

• Why the traditional customer service advice to use “I understand” is flawed and why using it can cost you customer loyalty.
• How to stay calm, cool, and collected in order to give extraordinary service, even when customers are losing their cool.
• Breakthrough strategies for dealing with angry or dissatisfied customers.
• The power of intention and proven ways to turn a neutral or negative customer into a raving fan.
• Clever tactics customer service professionals can use to stay positive, even under pressure and stress.
• Surprising words never to say to a customer and what powerful words and phrases to use instead.
• Important nonverbal behaviors that help every customer feel valued.

Packed with tools and techniques that can be put into practice immediately, this program yields results such as higher customer retention, less escalated customer incidents, and greater employee satisfaction. Delivered with Pamela’s unique blend of humor, practical application, innovative strategies, and high energy, this experience gives every customer service professional the words that matter for extraordinary customer care, every time!

Get past the drama of difficult people and on with the business of being productive.

• Master tools to stay calm, cool, and productive in emotionally charged situations.
• Discover the #1 reason difficult people are difficult and what to do about it.
• Know specifically what to do and say to counteract typical tactics difficult people use.
• Learn powerful communication techniques to diffuse anger and calm people down.
• Enhance your ability to handle multiple demands and pressures without losing your composure.
• Learn why “goat hiding” is a must-have skill set and how to use it for success.
• Discover the most powerful and productive things to say when others lose their cool, and what not to say.
• Polish language patterns for those “tough conversations” such as criticism and discipline.

Imagine how you and your organization would profit – literally – if team members could deal more effectively with difficult people. Imagine: no more productivity killing feuds between coworkers and departments. No more time wasting conversations with demanding customers. The net results – better relationships, better customer service, increased employee satisfaction, and retention.

Gain essential skills for understanding, relating to, leading, and working more effectively with all types of people … even the most difficult! People with exceptional people skills make better leaders, team members, and professionals.

• Master language patterns and templates to use in difficult situations while keeping emotions in check.
• Discover powerful words and phrases you can use to build relationships and pump up productivity.
• Uncover the root causes of communication challenges and how to overcome them.
• Work more effectively with people of diverse personality type and communication style.
• Practice a powerful system for difficult conversations without igniting defensiveness in others.
• Learn why a “wrinkly brain” is essential for success.

This intensive program yields results! Research is very clear; dissatisfaction with working relationships is one of the top contributors to employee turnover. Experience the benefits of enhanced productivity, increased employee retention, decreased conflict and increased employee satisfaction from “Communicate, Lead, Succeed!”

Leaders and employees alike must have communication tools to keep people engaged. By mastering simple language patterns and by making a few easy tweaks in day-to-day communication, professionals can reap the rewards of engaging communication. It takes no more time or energy to choose the best engaging words as opposed to defeating and deflating words. This program ignites engaging communication by discovering the words to choose and the words to lose. Fast-paced, interactive, and solution-rich, this program will enhance employee engagement at every level.

A skill-building session proving leaders with tools to engage in better performance management conversations (feedback, discipline, performance improvement.)

Top performers have a blueprint for success that everyone can model. This wildly popular program can ignite everyone, from team leaders to team members, to reach their peak performance potential. This program makes a terrific opening, luncheon or closing keynote.

An assertive communication program (popular concurrent.) focusing on what assertiveness is (and what it is not) and how to use assertiveness to communicate more clearly and get more of what you want and need.

Anxiety, fatigue, forgetfulness, an inability to relax and “outbursts”are all signs that stress is reducing productivity and damaging relationships. Demanding lives will always have some stress. Some stress can fuel creativity, energize and motivate, and ignite personal bests. However, too much stress or stress that is poorly managed can create distress. Learn to balance and work within optimal stress levels and protect against the dangers of overstress by mastering remarkable communication skills.

A popular keynote and concurrent session with a focus on how to stop the communication self-sabotage and enhance credibility and influence.

An interactive and high-energy concurrent (could be a keynote) focusing on what emotional intelligence is, how to enhance it, and how to use it for better communication.

A career management (advancement) program focusing on how to use communication to enhance promotability and value.