APEX SYSTEMS WEBINARS

Follow us on our social media channels,where we share lots of great content and events!

Twitter Facebook LinkedIn Instagram

Communication & Customer Service

Edit
  
  
  
EventDescription
  
KeyWords
  
KeyWordsSelect
  
Body_No_Spec_Char
  
  
Edit
  
https://www.apexsystems.com/Events/PublishingImages/We%20Didnt%20Start%20the%20Fire.pnghttps://apexsystems.zoom.us/rec/share/osxHNb6hyVNOaLPc8BntffU_P77bT6a82iEXqaIFnk1lCQpVBgJTKsTSkbHslEJS
Current research indicates that losing a customer can cost a business more than $50,000 in the lifetime value of that relationship. When you work with difficult customers, you cannot choose how they will act. You can only decide how you will act or react. In this session, we will explore three strategies to enhance emotional intelligence and self-awareness that can be used with every customer contact. These skills can be leveraged to reduce churn, work with difficult customers, and improve strained relationships to retain your loyal existing customers.

Discussion Questions (for post training reflection):
1. What's a customer-caused issue you have dealt with recently? What was the issue, how did it happen, and how did you react to the customer and deal with the issue overall?
2. What are some specific tips that can help us become truly empathetic to our customers?
3. What statistic stood out to you the most, and how might that influence your overall customer service and/or how you deal with issues that are a result of the customer?

Bio:
Jesse B Good possesses more than twenty years of hands-on expertise in customer success, call centers, and entertainment. He helps audiences understand the importance of cultures focused on employee and customer experience AND gives them tools to begin moving forward with that imperative. He has facilitated more than one million customer service experiences and influenced millions of dollars in additional business revenue. Jesse works as a speaker, trainer, and consultant with small business owners, international organizations, and Fortune 500 companies from Adobe to Zions Bank.
6/9/2020 1:00 PMCommunication; Customer Service
Current research indicates that losing a customer can cost a business more than 50000 in the lifetime value of that relationship When you work with difficult customers you cannot choose how they will act You can only decide how you will act or react In this session we will explore three strategies to enhance emotional intelligence and self-awareness that can be used with every customer contact These skills can be leveraged to reduce churn work with difficult customers and improve strained relationships to retain your loyal existing customers

Discussion Questions for post training reflection
1 Whats a customer-caused issue you have dealt with recently What was the issue how did it happen and how did you react to the customer and deal with the issue overall
2 What are some specific tips that can help us become truly empathetic to our customers
3 What statistic stood out to you the most and how might that influence your overall customer service andor how you deal with issues that are a result of the customer

Bio
Jesse B Good possesses more than twenty years of hands-on expertise in customer success call centers and entertainment He helps audiences understand the importance of cultures focused on employee and customer experience AND gives them tools to begin moving forward with that imperative He has facilitated more than one million customer service experiences and influenced millions of dollars in additional business revenue Jesse works as a speaker trainer and consultant with small business owners international organizations and Fortune 500 companies from Adobe to Zions Bank
We Didnt Start the Fire Showing Empathy and Taking Ownership to Resolve Customer-Caused Issues with Jesse B Good45 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/Stakeholders.pnghttps://apexsystems.zoom.us/rec/share/w5NvC5XwrjlLbJ30shDbSLN9MqDZaaa80SMYrqZYzJpYLmfX5U7IO1ncmK30j5E
*This webinar is worth 1 Leadership PDU for anyone with a PMI certification until 4/16/2022!*

Are you “managing" or being “managed" by your stakeholders? Giving your stakeholders what they want is difficult enough but if you do not understand them even more so. If you don’t have a better idea of what makes them tick you will not be able to manage them. To truly be effective on complex teams or in complex partnerships, it requires a level of stakeholder analysis and management that most people are not prepared for. What is the worst that can happen? They will never work with you again! Ouch, that can be a career buster for sure. How do you deal with a multitasking, scene-stealing, micromanager?

Come join Bob in this dynamic webinar to learn about stakeholder management from analysis, to engagement and corrective action. Bob will share some stakeholder management failures, successes and will provide key strategies you need to know because there is way more to this than meets the eye. Working with people does not have to be that difficult and if you understand how to manage your stakeholders, it won’t be!

BIO
Bob Prentiss is a keynote speaker, author, mentor, coach and business anlaysis thought leader. Bob is passionate about helping you think, learn & work differently so you can become the best version of yourself. Bob is the CEO and founder of The Uncommon League, providing training, consulting and mentoring services. Working across multiple industries and sectors, Bob helps organizations transform their practices utilizing modern techniques, an agile mindset and street-smart approaches to get the work done faster. Bob has presented numerous keynote, workshops, seminars, conferences, and training sessions across North America.
4/16/2020 1:00 PMCommunication; Project Management; Business Analysis
This webinar is worth 1 Leadership PDU for anyone with a PMI certification until 4162022

Are you “managing or being “managed by your stakeholders Giving your stakeholders what they want is difficult enough but if you do not understand them even more so If you don’t have a better idea of what makes them tick you will not be able to manage them To truly be effective on complex teams or in complex partnerships it requires a level of stakeholder analysis and management that most people are not prepared for What is the worst that can happen They will never work with you again Ouch that can be a career buster for sure How do you deal with a multitasking scene-stealing micromanager

Come join Bob in this dynamic webinar to learn about stakeholder management from analysis to engagement and corrective action Bob will share some stakeholder management failures successes and will provide key strategies you need to know because there is way more to this than meets the eye Working with people does not have to be that difficult and if you understand how to manage your stakeholders it won’t be

BIO
Bob Prentiss is a keynote speaker author mentor coach and business anlaysis thought leader Bob is passionate about helping you think learn  work differently so you can become the best version of yourself Bob is the CEO and founder of The Uncommon League providing training consulting and mentoring services Working across multiple industries and sectors Bob helps organizations transform their practices utilizing modern techniques an agile mindset and street-smart approaches to get the work done faster Bob has presented numerous keynote workshops seminars conferences and training sessions across North America
Manage Your Stakeholders Don’t Be Managed by Them with Bob the BA - 1 Leadership PDU56 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/nickburns.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Don't%20Be%20Nick%20Burns%20-%20Becoming%20a%20Customer-Focused%20IT%20Support%20Professional-20200220%201748-1.mp4
*This webinar can be claimed for 1 CEU for the CompTIA A+ Certification until 2/20/2021; PDF for claiming will be in a follow up email!*

Overview:
You might recall the old Saturday Night Live sketch with Nick Burns, the "Why aren't you as smart as I am?" caricature of the IT support professional. Of course you want your interactions with customers to be as mutually beneficial as possible. Learn practical methods for providing IT support with a human touch.

Overview:
1. Customer service tips and how to adopt a mentor focused mindset - Through 22 minutes
2. Tips for developing skills outside the office  - Minutes 22-32
3. Recommendations around certifications - Minutes 32-37
4. Q&A Session on: how to deal with long winded end-users, target call times, forming KPIs, and dealing with angry users/customers – Minutes 37-50

Recommended Group Discussion Questions: Tim stressed how as technical support professionals, we are all also trainers/mentors. Do you agree and why? How can or should we be mentoring? What are we developing our skills outside of the office, or how could we? What was your biggest take away, and how can we apply?


Author Bio:
Tim Warner is a Microsoft MVP in Cloud and Datacenter Management and a full-time author with Pluralsight. He has worked in nearly every facet of IT, from systems administration and software architecture to technical writing and training. You can reach Tim via Twitter (@TechTrainerTim) or his blog, azuredepot.com.
2/20/2020 1:00 PMCustomer Service; Infrastructure
This webinar can be claimed for 1 CEU for the CompTIA A Certification until 2202021; PDF for claiming will be in a follow up email

Overview
You might recall the old Saturday Night Live sketch with Nick Burns the Why arent you as smart as I am caricature of the IT support professional Of course you want your interactions with customers to be as mutually beneficial as possible Learn practical methods for providing IT support with a human touch

Overview
1 Customer service tips and how to adopt a mentor focused mindset - Through 22 minutes
2 Tips for developing skills outside the office  - Minutes 22-32
3 Recommendations around certifications - Minutes 32-37
4 QA Session on how to deal with long winded end-users target call times forming KPIs and dealing with angry userscustomers – Minutes 37-50

Recommended Group Discussion Questions Tim stressed how as technical support professionals we are all also trainersmentors Do you agree and why How can or should we be mentoring What are we developing our skills outside of the office or how could we What was your biggest take away and how can we apply


Author Bio
Tim Warner is a Microsoft MVP in Cloud and Datacenter Management and a full-time author with Pluralsight He has worked in nearly every facet of IT from systems administration and software architecture to technical writing and training You can reach Tim via Twitter @TechTrainerTim or his blog azuredepotcom
Dont Be Nick Burns - Becoming a Customer-Focused IT Support Professional with Tim Warner 1 CEU for A Cert50 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/it%20troubleshooting.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/How%20IT%20Troubleshooting%20Methodologies%20Work%20in%20the%20Real%20World-20191217%201758-2.mp4
*This webinar can be claimed for 1 CEU for the CompTIA A+ Certification until 12/17/2020; PDF for claiming will be in a follow up email!*

It seems each major IT vendor publishes its own approach to computer troubleshooting. Even CompTIA, the vendor-neutral IT industry consortium, has its own methodology. Join IT industry veteran Tim Warner as he helps you translate theory into practice. Learn to become a much sharper, efficient, and effective IT troubleshooter in just one hour. There will be Q&A, so be sure to bring your curiosity and questions!

Author Bio:
Tim Warner is a Microsoft MVP in Cloud and Datacenter Management and a full-time author with Pluralsight. He has worked in nearly every facet of IT, from systems administration and software architecture to technical writing and training. You can reach Tim via Twitter (@TechTrainerTim) or his blog, azuredepot.com.

Recommended Group/Partner Discussion Questions:
1. What are good open-ended questions to ask during the 1st step to understand the problem?
2. What was your favorite piece of Tim’s guidance and how will you apply?
3. To Tim‘s point about expressing empathy when a customer brings us a problem, how should we respond when they call or email us?
4. Talk through your companies troubleshooting methodology, with perhaps at least one best practice/recommendation for each step.
12/17/2019 1:00 PMCustomer Service; Infrastructure
This webinar can be claimed for 1 CEU for the CompTIA A Certification until 12172020; PDF for claiming will be in a follow up email

It seems each major IT vendor publishes its own approach to computer troubleshooting Even CompTIA the vendor-neutral IT industry consortium has its own methodology Join IT industry veteran Tim Warner as he helps you translate theory into practice Learn to become a much sharper efficient and effective IT troubleshooter in just one hour There will be QA so be sure to bring your curiosity and questions

Author Bio
Tim Warner is a Microsoft MVP in Cloud and Datacenter Management and a full-time author with Pluralsight He has worked in nearly every facet of IT from systems administration and software architecture to technical writing and training You can reach Tim via Twitter @TechTrainerTim or his blog azuredepotcom

Recommended GroupPartner Discussion Questions
1 What are good open-ended questions to ask during the 1st step to understand the problem
2 What was your favorite piece of Tim’s guidance and how will you apply
3 To Tim‘s point about expressing empathy when a customer brings us a problem how should we respond when they call or email us
4 Talk through your companies troubleshooting methodology with perhaps at least one best practicerecommendation for each step
Introduction to Troubleshooting Methodologies with Tim Warner 1 CEU for A Cert48 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/CommSeries-3.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/3%20'Shuns'%20of%20Workplace%20Breakdowns%2C%20Part%203%2C%20ReacTION%20-%20A%20Communication%20Series%20with%20Jeff%20Baird-20191206%201743-1.mp4
*This webinar can be claimed for .5 Leadership PDU, self-reported in multi-media, until 12/6/2021.*

“The fear of losing can make a calm mind restless” - Aniket S Sharma 

Part 1 of this series looked prevention of communication breakdown, by understanding WHY we get upset. Part 2 identified how to recognize when a conversation is starting to go awry, through nonverbal cues. Despite our best efforts, there will be times when we lose control of the situation. In this last session we'll explore what you can do to 1.) manage your 'inner lizard' and 2.) how to react to others to diffuse tense situations.

Information for Claiming PDU:
PDU Type: Online or Digital Media
Provider: Jeff Baird
Description: see above
PDUs claimed: 0.5 under leadership triangle

12/6/2019 1:00 PMCommunication; Customer Service
This webinar can be claimed for 5 Leadership PDU self-reported in multi-media until 1262021

“The fear of losing can make a calm mind restless” - Aniket S Sharma 

Part 1 of this series looked prevention of communication breakdown by understanding WHY we get upset Part 2 identified how to recognize when a conversation is starting to go awry through nonverbal cues Despite our best efforts there will be times when we lose control of the situation In this last session well explore what you can do to 1 manage your inner lizard and 2 how to react to others to diffuse tense situations

Information for Claiming PDU
PDU Type Online or Digital Media
Provider Jeff Baird
Description see above
PDUs claimed 05 under leadership triangle

3 Shuns of Workplace Breakdowns Part 3 ReacTION - A Communication Series with Jeff Baird - 5 Leadership PDU30 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/CommSeries-2.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/3%20'Shuns'%20of%20Workplace%20Breakdowns%2C%20Part%202%2C%20RecogniTION%20-%20A%20Communication%20Series%20with%20Jeff%20Baird-20191101%201700-1.mp4
*This webinar can be claimed for .5 Leadership PDU, self-reported in multi-media, until 11/1/2021.* 

"The most important thing in communication is hearing what isn't said" - Peter Drucker
In Part 1 of our series on communication breakdown we looked at how to prevent problems from happening in the first place. In Part 2 we'll help you recognize the early nonverbal warning signs that things are going awry. You'll walk away better able to recognize what others are feeling, helping you proactively address problems before they get out of hand.

About Jeff:
Jeff Baird is a certified body language trainer, goal hacker, hiring manager and the anti-boring corporate trainer. He's also worked in IT and Business intelligence for nearly 20 years and is a Chris Hemsworth look-a-like. Just checking to see if you're still reading. Jeff's approach is science backed, applicable & fun. He'll help you take control of your nonverbal communication, 'read' others' body language and finally nail those stretch goals. He's ready to help you break through your career (or life) plateaus.
11/1/2019 1:00 PMCommunication
This webinar can be claimed for 5 Leadership PDU self-reported in multi-media until 1112021 

The most important thing in communication is hearing what isnt said - Peter Drucker
In Part 1 of our series on communication breakdown we looked at how to prevent problems from happening in the first place In Part 2 well help you recognize the early nonverbal warning signs that things are going awry Youll walk away better able to recognize what others are feeling helping you proactively address problems before they get out of hand

About Jeff
Jeff Baird is a certified body language trainer goal hacker hiring manager and the anti-boring corporate trainer Hes also worked in IT and Business intelligence for nearly 20 years and is a Chris Hemsworth look-a-like Just checking to see if youre still reading Jeffs approach is science backed applicable  fun Hell help you take control of your nonverbal communication read others body language and finally nail those stretch goals Hes ready to help you break through your career or life plateaus
3 Shuns of Workplace Breakdowns Part 2 RecogniTION - A Communication Series with Jeff Baird - 5 Leadership PDU32 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/Finding%20Your%20Voice.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Finding%20your%20voice%20-%20Panel%20Discussion%20with%20Leslie%20Vickrey%2C%20Christine%20Stone%2C%20and%20Michael%20Weiss-20191003%201700-1.mp4
*This session can be claimed for 1 Leadership PDU until 10/3/2021 (see details at bottom).*

Whether you’re in a meeting and have to lead a discussion, need to introduce yourself during a networking event or are looking to get more experience on the speaking circuit, nerves can sometimes get the best of you. Even if you’re not looking to be the highest rated TED Talk presenter in the history of TED Talks, it’s still important to find your voice and be confident in what you have to say. Join moderator Leslie Vickrey, CEO and Founder of ClearEdge Marketing and Co-Founder of ARA (attract, retain and advance women in tech) as she moderates a lively discussion between Christine Stone, Vice President Program Management, Brookfield Properties, and Michael Weiss Vice President Creative360, Consulting Division of Creative Circle. Our resident experts will share their real-life experiences in finding their own voice and tips for successful ways to be confident in the way you present yourself.

INFORMATION FOR LOGGING PDU:
For anyone tuning in who has a certification from PMI or another provider that requires PDUs, you can claim 1 Leadership PDU for this Talk. Log under ‘Course or Training,’ using the title of this Talk (Find Your Voice), and enter the names of our 3 Speakers under provider. If you're listening to as a recording, you'll need to log under webinar.
10/3/2019 1:00 PMCommunication; Leadership
This session can be claimed for 1 Leadership PDU until 1032021 see details at bottom

Whether you’re in a meeting and have to lead a discussion need to introduce yourself during a networking event or are looking to get more experience on the speaking circuit nerves can sometimes get the best of you Even if you’re not looking to be the highest rated TED Talk presenter in the history of TED Talks it’s still important to find your voice and be confident in what you have to say Join moderator Leslie Vickrey CEO and Founder of ClearEdge Marketing and Co-Founder of ARA attract retain and advance women in tech as she moderates a lively discussion between Christine Stone Vice President Program Management Brookfield Properties and Michael Weiss Vice President Creative360 Consulting Division of Creative Circle Our resident experts will share their real-life experiences in finding their own voice and tips for successful ways to be confident in the way you present yourself

INFORMATION FOR LOGGING PDU
For anyone tuning in who has a certification from PMI or another provider that requires PDUs you can claim 1 Leadership PDU for this Talk Log under ‘Course or Training’ using the title of this Talk Find Your Voice and enter the names of our 3 Speakers under provider If youre listening to as a recording youll need to log under webinar
Finding your voice Experts weigh in on tips for speaking up and standing out with Leslie Vickrey Christine Stone and Michael Weiss - 1 Leadership PDU62 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/CommSeries-1.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Communication%20Webinar%20with%20Jeff%20Baird-20190906%201643-1.mp4
*This webinar can be claimed for .5 Leadership PDU, self-reported in multi-media, until 9/6/2021.*

"The single biggest problem in communication is the illusion that it has taken place" - George Bernard Shaw
Nothing will derail work like miscommunication and bad vibes between co workers. In this series, certified communication expert Jeff Baird will share the 3 'shuns' of communication breakdown. PrevenTION, RecogniTION and reacTION.

Part 1 will shed  light into WHY communication goes wrong and provide insight into how we can prevent communication problems in the first place.

About Jeff:
Jeff Baird is a certified body language trainer, goal hacker, hiring manager and the anti-boring corporate trainer. He's also worked in IT and Business intelligence for nearly 20 years and is a Chris Hemsworth look-a-like. Just checking to see if you're still reading. Jeff's approach is science backed, applicable & fun. He'll help you take control of your nonverbal communication, 'read' others' body language and finally nail those stretch goals. He's ready to help you break through your career (or life) plateaus.
9/6/2019 1:00 PMCommunication
This webinar can be claimed for 5 Leadership PDU self-reported in multi-media until 962021

The single biggest problem in communication is the illusion that it has taken place - George Bernard Shaw
Nothing will derail work like miscommunication and bad vibes between co workers In this series certified communication expert Jeff Baird will share the 3 shuns of communication breakdown PrevenTION RecogniTION and reacTION

Part 1 will shed  light into WHY communication goes wrong and provide insight into how we can prevent communication problems in the first place

About Jeff
Jeff Baird is a certified body language trainer goal hacker hiring manager and the anti-boring corporate trainer Hes also worked in IT and Business intelligence for nearly 20 years and is a Chris Hemsworth look-a-like Just checking to see if youre still reading Jeffs approach is science backed applicable  fun Hell help you take control of your nonverbal communication read others body language and finally nail those stretch goals Hes ready to help you break through your career or life plateaus
3 Shuns of Workplace Breakdowns Part 1 PrevenTION with Jeff Baird - 5 Leadership PDU33 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/OptimizingforSuccess_2_360x360.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Optimizing%20for%20success%20with%20differing%20personalities%20with%20Jeff%20Baird%20-20190322%201701-1.mp4
*If you have a PMI certification, you can claim .5 Leadership PDU using information at bottom of description until 3/22/2021.*

"The more you know yourself, the more patience you have for what you see in others." - Erik Erikson

In part 1 and 2 of this series on personalities we learned the 5 factor model of personalities. And how to optimize for our own personalities. In this last section, Jeff Baird, certified personality coach, will share how to recognize personalities of others, and how to optimize for your interactions with them.

Information for Claiming PDU:
PDU Type: Online or Digital Media
Provider: Jeff Baird
Description: see above
PDUs claimed: 0.5 under leadership triangle
3/22/2019 1:00 PMCommunication; Leadership; Management
If you have a PMI certification you can claim 5 Leadership PDU using information at bottom of description until 3222021

The more you know yourself the more patience you have for what you see in others - Erik Erikson

In part 1 and 2 of this series on personalities we learned the 5 factor model of personalities And how to optimize for our own personalities In this last section Jeff Baird certified personality coach will share how to recognize personalities of others and how to optimize for your interactions with them

Information for Claiming PDU
PDU Type Online or Digital Media
Provider Jeff Baird
Description see above
PDUs claimed 05 under leadership triangle
Optimizing for success with differing personality types with Jeff Baird - 05 Leadership PDU32 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/OptimizingforSuccess_1_360x360.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Optimizing%20for%20success%20with%20your%20own%20personality%20with%20Jeff%20Baird%20-20190222%201801-1.mp4
*If you have a PMI Certification, you can claim 0.5 Leadership PDU using the information at the bottom until 2/21/2021.*

“Always be yourself, express yourself, have faith in yourself, do not go out and look for a successful personality and duplicate it.”
–Bruce Lee

Are you a worrier? Do you like to do lists? Do you get energy from being around groups of people, or does it drain you? As we discovered in Part 1 of this series on personalities, we are the product of our genetics and our environment. In part 2 Jeff Baird, certified personality coach, will share ways to optimize for our own personality, as we're working with others.

Information for Claiming PDU:
PDU Type: Online or Digital Media
Provider: Jeff Baird
Description: see above
PDUs claimed: 0.5 under leadership triangle
2/22/2019 1:00 PMCommunication; Management; Leadership
If you have a PMI Certification you can claim 05 Leadership PDU using the information at the bottom until 2212021

“Always be yourself express yourself have faith in yourself do not go out and look for a successful personality and duplicate it”
–Bruce Lee

Are you a worrier Do you like to do lists Do you get energy from being around groups of people or does it drain you As we discovered in Part 1 of this series on personalities we are the product of our genetics and our environment In part 2 Jeff Baird certified personality coach will share ways to optimize for our own personality as were working with others

Information for Claiming PDU
PDU Type Online or Digital Media
Provider Jeff Baird
Description see above
PDUs claimed 05 under leadership triangle
Optimizing for success with your own personality with Jeff Baird - 05 Leadership PDU32 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/PersonalityScience_1_360x360.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Personality%20Science%2C%20and%20what%20it%20means%20for%20your%20career%20with%20Jeff%20Baird-20190125%201800-1.mp4
*If you have a PMI certification, you can claim 0.5 Leadership PDU using information at bottom of description.*

Researchers at TalentSmart conducted a study with over a million people and found that those in the upper echelon of performance at work also tend to be highly self-aware (90% of them, in fact). By gaining a better sense of yourself and your personality, you increase your self-awareness and emotional intelligence. This in turn helps you find jobs, get promotions and improve your performance.

Jeff Baird, certified coach in the Big 5 Personalities (probably worth a google) & certified body language trainer will share the science of personalities and how we can leverage that knowledge in our careers.

Information for Claiming PDU:
PDU Type: Online or Digital Media
Provider: Jeff Baird
Description: see above
PDUs claimed: 0.5 under leadership triangle
1/25/2019 1:00 PMCommunication; Management; Project Management; Leadership
If you have a PMI certification you can claim 05 Leadership PDU using information at bottom of description

Researchers at TalentSmart conducted a study with over a million people and found that those in the upper echelon of performance at work also tend to be highly self-aware 90 of them in fact By gaining a better sense of yourself and your personality you increase your self-awareness and emotional intelligence This in turn helps you find jobs get promotions and improve your performance

Jeff Baird certified coach in the Big 5 Personalities probably worth a google  certified body language trainer will share the science of personalities and how we can leverage that knowledge in our careers

Information for Claiming PDU
PDU Type Online or Digital Media
Provider Jeff Baird
Description see above
PDUs claimed 05 under leadership triangle
Personality Science and what it means for your career with Jeff Baird - 05 Leadership PDU32 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/Successful%20CSP%20part%202.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Powerful%20Habits%20of%20Wildly%20Successful%20Customer%20Service%20Providers%2C%20Part%20II%20with%20Jesse%20Good-20180927%201701-1.mp4
Powerful Habits of Wildly Successful Customer Service Providers, Part II
82% of customers have stopped doing business with a company because of bad customer service that could have been prevented.
78% of consumers have bailed on a transaction because of bad customer service.
68% of customer churn could be avoided if the business resolved the customer’s issue during their first transaction.
With statistics like these, it is more important than ever to succeed at customer service; not just in initial interactions but also in resolving customer concerns. In this presentation, participants will learn how Jesse’s three vital steps can be utilized to address client concerns, resolve complaints, and ultimately create customer loyalty.

Bio:
Jesse B. Good is the expert in Next Generation Customer Service. Years of hands-on expertise in customer success, call centers, and entertainment have allowed him to facilitate more than one million customer service experiences. He has worked with small businesses, international organizations on every continent, and Fortune 500 companies from Adobe to Zions Bank. With training and tools based on twenty years of on-going research, Jesse helps organizations drive rapid, sustainable, and measurable change in service performance to dramatically improve business results and cultivate loyal customer relationships.

Recommended Group/Partner Discussion Questions:
1. Jesse talks about service gaps, and how bad service comes from not meeting expectations. What do our customers expect from us?
2. We heard that 82% of customers who leave because of poor service could've been prevented. What are some EXs we have seen where we lost customers because of bad service, and how could that have been prevented?
3. During discovery, he stresses the importance of engagement, inquiry, and empathy. What are some best practices when it comes to empathizing with customers?
9/27/2018 1:00 PMCommunication; Customer Service
Powerful Habits of Wildly Successful Customer Service Providers Part II
82 of customers have stopped doing business with a company because of bad customer service that could have been prevented
78 of consumers have bailed on a transaction because of bad customer service
68 of customer churn could be avoided if the business resolved the customer’s issue during their first transaction
With statistics like these it is more important than ever to succeed at customer service; not just in initial interactions but also in resolving customer concerns In this presentation participants will learn how Jesse’s three vital steps can be utilized to address client concerns resolve complaints and ultimately create customer loyalty

Bio
Jesse B Good is the expert in Next Generation Customer Service Years of hands-on expertise in customer success call centers and entertainment have allowed him to facilitate more than one million customer service experiences He has worked with small businesses international organizations on every continent and Fortune 500 companies from Adobe to Zions Bank With training and tools based on twenty years of on-going research Jesse helps organizations drive rapid sustainable and measurable change in service performance to dramatically improve business results and cultivate loyal customer relationships

Recommended GroupPartner Discussion Questions
1 Jesse talks about service gaps and how bad service comes from not meeting expectations What do our customers expect from us
2 We heard that 82 of customers who leave because of poor service couldve been prevented What are some EXs we have seen where we lost customers because of bad service and how could that have been prevented
3 During discovery he stresses the importance of engagement inquiry and empathy What are some best practices when it comes to empathizing with customers
Powerful Habits of Wildly Successful Customer Service Providers Part II with Jesse B Good 31 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/Successful%20CSP%20part%201.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Powerful%20Habits%20of%20Wildly%20Successful%20Customer%20Service%20Providers%2C%20Part%20I-20180824%201701-1%20(1).mp4
Powerful Habits of Wildly Successful Customer Service Providers, Part I
Every organization recognizes that superior customer service is a competitive advantage. Surprisingly, less than 10% offer customer service specific training to employees. This session explores the definition of customer service, why great service is a business necessity, and exactly what superior service looks like. Participants will receive education on how better customer service builds business relationships, retains customers, and creates more engaged employees. Attendees will also learn Jesse’s three vital steps for delivering effective customer service in every interaction.

Bio:
Jesse B. Good is the expert in Next Generation Customer Service. Years of hands-on expertise in customer success, call centers, and entertainment have allowed him to facilitate more than one million customer service experiences. He has worked with small businesses, international organizations on every continent, and Fortune 500 companies from Adobe to Zions Bank. With training and tools based on twenty years of on-going research, Jesse helps organizations drive rapid, sustainable, and measurable change in service performance to dramatically improve business results and cultivate loyal customer relationships.

Recommended Group/Partner Discussion Questions:
1. Jesse refers to the "awesome zone" of customer service as a 7-10. Do we agree? What should we be striving for?
2. His model for customer service is to discover, deliver, and do more. Where have you seen a co-worker do more? What are other ways we could be doing more?
3. The question at the end was around how you can remain positive or adjust if you aren’t in a great mood. Jesse shared some of his tips, but what other happiness hacks or tips do we follow?

8/24/2018 1:00 PMCommunication; Customer Service
Powerful Habits of Wildly Successful Customer Service Providers Part I
Every organization recognizes that superior customer service is a competitive advantage Surprisingly less than 10 offer customer service specific training to employees This session explores the definition of customer service why great service is a business necessity and exactly what superior service looks like Participants will receive education on how better customer service builds business relationships retains customers and creates more engaged employees Attendees will also learn Jesse’s three vital steps for delivering effective customer service in every interaction

Bio
Jesse B Good is the expert in Next Generation Customer Service Years of hands-on expertise in customer success call centers and entertainment have allowed him to facilitate more than one million customer service experiences He has worked with small businesses international organizations on every continent and Fortune 500 companies from Adobe to Zions Bank With training and tools based on twenty years of on-going research Jesse helps organizations drive rapid sustainable and measurable change in service performance to dramatically improve business results and cultivate loyal customer relationships

Recommended GroupPartner Discussion Questions
1 Jesse refers to the awesome zone of customer service as a 7-10 Do we agree What should we be striving for
2 His model for customer service is to discover deliver and do more Where have you seen a co-worker do more What are other ways we could be doing more
3 The question at the end was around how you can remain positive or adjust if you aren’t in a great mood Jesse shared some of his tips but what other happiness hacks or tips do we follow

Powerful Habits of Wildly Successful Customer Service Providers Part I with Jesse B Good40 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/building%20trust%20in%20in%20phone%20conversations%20with%20jeff%20baird.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Building%20Trust%20In%20your%20Phone%20Conversations%20with%20Jeff%20Baird%20-20180302%201800-1.mp4
Researchers at Harvard's department of Psychology did an experiment to see if individuals could guess what doctors had malpractice lawsuits against them. To do the experiment, the participants were only able to hear recordings of doctors voices. Not only that, but the words were warbled so all they could really hear was tone of voice. Despite having limited information the participants were able to accurately guess which doctors had past malpractice suits against them.

These days more and more of our interactions are not done face to face. We're increasingly having interactions via phone, web conferencing, email etc. Jeff Baird, certified body language trainer, will share ways that you can build trust and convey confidence with your nonverbal communication, even if you're not meeting in person.

Bio:
Jeff Baird is a certified body language trainer, goal hacker, hiring manager and the anti-boring corporate trainer. He's also worked in IT and Business intelligence for nearly 20 years and is a Chris Hemsworth look-a-like. Just checking to see if you're still reading. Jeff's approach is science backed, applicable & fun. He'll help you take control of your nonverbal communication, 'read' others' body language and finally nail those stretch goals. He's ready to help you break through your career (or life) plateaus.

Recommended Group/Partner Discussion Questions:
1. Our first impressions really can be formed the second we say hello. How can we influence our body language so we are consistently delivering a “happy hello?”
2. The goal is to display confidence, while also being warm and likable. What was your favorite of Jeff’s tips for achieving that balance?
3. One of his key tips was to show passion, which we can best achieve through storytelling. How can we tell stories in our role? Who can we tell stories about?
4. How else can we build trust and familiarity?

3/2/2018 1:00 PMBusiness Analysis; Communication; Leadership; Management; Project Management; Customer ServiceBusiness Analysis, Communication, Leadership, Management, Project Management
Researchers at Harvards department of Psychology did an experiment to see if individuals could guess what doctors had malpractice lawsuits against them To do the experiment the participants were only able to hear recordings of doctors voices Not only that but the words were warbled so all they could really hear was tone of voice Despite having limited information the participants were able to accurately guess which doctors had past malpractice suits against them

These days more and more of our interactions are not done face to face Were increasingly having interactions via phone web conferencing email etc Jeff Baird certified body language trainer will share ways that you can build trust and convey confidence with your nonverbal communication even if youre not meeting in person

Bio
Jeff Baird is a certified body language trainer goal hacker hiring manager and the anti-boring corporate trainer Hes also worked in IT and Business intelligence for nearly 20 years and is a Chris Hemsworth look-a-like Just checking to see if youre still reading Jeffs approach is science backed applicable  fun Hell help you take control of your nonverbal communication read others body language and finally nail those stretch goals Hes ready to help you break through your career or life plateaus

Recommended GroupPartner Discussion Questions
1 Our first impressions really can be formed the second we say hello How can we influence our body language so we are consistently delivering a “happy hello”
2 The goal is to display confidence while also being warm and likable What was your favorite of Jeff’s tips for achieving that balance
3 One of his key tips was to show passion which we can best achieve through storytelling How can we tell stories in our role Who can we tell stories about
4 How else can we build trust and familiarity

Building Trust In your Phone Conversations with Jeff Baird30 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/Level%20Up%20Your%20Communication%20and%20Collaboration-360x360.pnghttps://www.apexsystems.com/Events/Materials/Level%20Up%20Your%20Communication%20and%20Collaboration%20with%20Kupe-20180207%201800-1.mp4
Level Up Your Communication and Collaboration - “The secret skill you have been waiting for.”
In this highly interactive and fun session, Kupe, an improvisational actor, focuses on key improvisation lessons that will help you be a more attentive and flexible team member. You will walk away with lessons to help you suspend judgment, keep conversations moving forward, listen generously, and take collaboration to new levels. This will not be your average webinar where you sit back and listen. With Kupe’s Project management, Business Analysis and business background, he will be able to help you directly apply these skills on the job.

Why is this so important? The speed of business today requires teams to decide fast, learn fast and gain buy-in from all stakeholders involved. In Daniel Pink’s book, To Sell is Human: The Surprising Truth About Moving Others, he highlights improv skills as a necessary competency for everyone. This quote sums it up. “In improv, you never try to get someone to do something. That’s coercion, not creativity,” Salit says. “You make offers, you accept offers— and a conversation, a relationship, a scene, and other possibilities emerge.” Your role is to help move others to accomplish agreed upon goals. Using the Improv Advantage, your job gets easier!

Speaker Bio:
Kupe Kupersmith possesses over 15 years of experience in software systems development. He has served as the lead Business Analyst and Project Manager on projects in the Energy, television and sports management and marketing industries. Additionally, he serves as a mentor for business analysis professionals. Kupe is a Certified Business Analysis Professional (CBAP®).

Kupe is the co-author of Business Analysis for Dummies and is a requested speaker. Being a trained improvisational comedian, Kupe is sure to make you laugh while you’re learning. For a feel for Kupe’s view on business analysis topics check out his blog on BA Times. Kupe is a connector and has a goal in life to meet everyone!

***This webinar will be worth 1 Leadership PDU/CDU until 2/7/2020!***
2/7/2018 1:00 PMBusiness Analysis; Communication; Leadership; Management; Project ManagementBusiness Analysis, Communication, Leadership, Management, Project Management
Level Up Your Communication and Collaboration - “The secret skill you have been waiting for”
In this highly interactive and fun session Kupe an improvisational actor focuses on key improvisation lessons that will help you be a more attentive and flexible team member You will walk away with lessons to help you suspend judgment keep conversations moving forward listen generously and take collaboration to new levels This will not be your average webinar where you sit back and listen With Kupe’s Project management Business Analysis and business background he will be able to help you directly apply these skills on the job

Why is this so important The speed of business today requires teams to decide fast learn fast and gain buy-in from all stakeholders involved In Daniel Pink’s book To Sell is Human The Surprising Truth About Moving Others he highlights improv skills as a necessary competency for everyone This quote sums it up “In improv you never try to get someone to do something That’s coercion not creativity” Salit says “You make offers you accept offers— and a conversation a relationship a scene and other possibilities emerge” Your role is to help move others to accomplish agreed upon goals Using the Improv Advantage your job gets easier

Speaker Bio
Kupe Kupersmith possesses over 15 years of experience in software systems development He has served as the lead Business Analyst and Project Manager on projects in the Energy television and sports management and marketing industries Additionally he serves as a mentor for business analysis professionals Kupe is a Certified Business Analysis Professional CBAP®

Kupe is the co-author of Business Analysis for Dummies and is a requested speaker Being a trained improvisational comedian Kupe is sure to make you laugh while you’re learning For a feel for Kupe’s view on business analysis topics check out his blog on BA Times Kupe is a connector and has a goal in life to meet everyone

This webinar will be worth 1 Leadership PDUCDU until 272020
Level Up Your Communication and Collaboration with Kupe Kupersmith 1 Leadership PDU  CDU 60 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/DeliveringEffectivePresentations-360x360.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Delivering%20Effective%20Presentations-20161208%201800-1.mp4
Session Abstract:
Is it time to elevate your presentation skills? Do you want to educate, inspire and engage your audience? Join Michael Weiss, the Vice President of Marketing at Creative Circle, one of Apex's sister companies and one of the largest digital recruiting agencies, as he highlights some techniques for delivering strong, effective presentations that participants will enjoy and be energized by! Michael will also provide best practices for incorporating story telling into meetings.

"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." – Maya Angelou

Key Takeaways
• Learning to identify and accept your speaking style
• The importance of presentation preparation and rehearsal
• Understanding the importance of body language and eye contact
• Learning the art of storytelling
• Understanding the difference between a solo & ensemble presentations
• How to use PowerPoint effectively and not as a distraction

About Michael Weiss:
Michael has taken a bit of an unorthodox path to get to this point. Yet, storytelling has always been the backbone to whatever he chooses to do. After graduating from Boston University in 1991, he moved to Los Angeles with the dreams of being a rock star. While entertaining crowds all over the US, he took a job as a story editor and script analyst with Hollywood notables such as Quincy Jones, Jerry Bruckheimer, Arnold Kopelson and Propaganda Films. He then moved on to get his Masters in Counseling Psychology to help others tell their stories. From there he taught Life skills at the Crossroads School in Santa Monica - again focusing on helping students find their own personal stories and focus on what it meant to be a young adult. In 1997 Michael was the cofounder of imagistic - a digital agency - and was CEO for 14 years. It was during this tenure that Michael cut his teeth on digital marketing and worked with clients such as the ACLU, Hollywood.com, The Southern Poverty Law Center, Sir Speedy, Technicolor, The Christopher and Dana Reeve Foundation, Disney, Capitol Records, California Pizza Kitchen, GE, Kellogg’s, Estee Lauder, Bank of America and UCLA.

In 2011 Michael decided it was time to go out on his own and refocus his career on storytelling. This included becoming a seasoned TEDx Talker, a Presentation Specialist and a focus on Content Marketing.

Currently Michael is the VP of Marketing at Creative Circle – the largest creative staffing agency in North America.
12/8/2016 1:00 PMBusiness Analysis; Communication; Leadership; Management; Project Management
Session Abstract
Is it time to elevate your presentation skills Do you want to educate inspire and engage your audience Join Michael Weiss the Vice President of Marketing at Creative Circle one of Apexs sister companies and one of the largest digital recruiting agencies as he highlights some techniques for delivering strong effective presentations that participants will enjoy and be energized by Michael will also provide best practices for incorporating story telling into meetings

Ive learned that people will forget what you said people will forget what you did but people will never forget how you made them feel – Maya Angelou

Key Takeaways
• Learning to identify and accept your speaking style
• The importance of presentation preparation and rehearsal
• Understanding the importance of body language and eye contact
• Learning the art of storytelling
• Understanding the difference between a solo  ensemble presentations
• How to use PowerPoint effectively and not as a distraction

About Michael Weiss
Michael has taken a bit of an unorthodox path to get to this point Yet storytelling has always been the backbone to whatever he chooses to do After graduating from Boston University in 1991 he moved to Los Angeles with the dreams of being a rock star While entertaining crowds all over the US he took a job as a story editor and script analyst with Hollywood notables such as Quincy Jones Jerry Bruckheimer Arnold Kopelson and Propaganda Films He then moved on to get his Masters in Counseling Psychology to help others tell their stories From there he taught Life skills at the Crossroads School in Santa Monica - again focusing on helping students find their own personal stories and focus on what it meant to be a young adult In 1997 Michael was the cofounder of imagistic - a digital agency - and was CEO for 14 years It was during this tenure that Michael cut his teeth on digital marketing and worked with clients such as the ACLU Hollywoodcom The Southern Poverty Law Center Sir Speedy Technicolor The Christopher and Dana Reeve Foundation Disney Capitol Records California Pizza Kitchen GE Kellogg’s Estee Lauder Bank of America and UCLA

In 2011 Michael decided it was time to go out on his own and refocus his career on storytelling This included becoming a seasoned TEDx Talker a Presentation Specialist and a focus on Content Marketing

Currently Michael is the VP of Marketing at Creative Circle – the largest creative staffing agency in North America
Delivering Effective Presentations with Michael Weiss64 minutes
Edit
  
https://www.apexsystems.com/Events/PublishingImages/DealinwithDifficultPeople-360x360.pnghttps://www.apexsystems.com/Events/SiteAssets/Videos/Dealing%20with%20Difficult%20People%2C%20with%20Neal%20Whitten-20160920%201700-1.mp4
We all encounter difficult people in the workplace. We may be that way ourselves from time to time. How effective you are at dealing with difficult people has a direct impact on how successful you become and can affect your job advancement, your relationships, your overall confidence and even your health. This webinar defines actions that you can employ to stay in control. By demonstrating self-control, you are better prepared for dealing with almost any situation and any individual. Stuff’s going to happen but you don’t have to accept being the victim. You have choices.

About the Speaker:
Neal Whitten is a popular speaker, trainer, consultant, mentor and best-selling author in the areas of leadership and soft skills, project management and employee development. He has over 35 years of front-line leadership, project management and human resource experience.
In his 23 years at IBM, Neal held both project leader and management positions. He managed the development of numerous software products, including operating systems, business and telecommunications applications, and special-purpose programs and tools. For three years, he also managed and was responsible for providing independent assessments on dozens of projects for an Assurance group. Neal is president of The Neal Whitten Group, created shortly after leaving IBM in 1993.
Neal is the author of several books, including:
 The Gift of Wisdom: Lessons for a Lifetime (The Neal Whitten Group)
 Neal Whitten’s Let’s Talk! More No-Nonsense Advice for Project Success (Management Concepts)
 Neal Whitten’s No-Nonsense Advice for Successful Projects (Management Concepts)
 The EnterPrize Organization: Organizing Software Projects for Accountability and Success (Project Management Institute)
 Managing Software Development Projects: Formula for Success, Second Edition (John Wiley & Sons)
 Becoming an Indispensable Employee in a Disposable World (Prentice Hall)

Neal is a frequent presenter and keynote speaker at conferences, seminars, workshops, and special events. He has developed and instructed dozens of unique leadership, project management and personal development classes, and presented to many thousands of people from across hundreds of companies, institutions and public organizations. He has written over 100 articles for professional magazines and had been a contributing editor of PMI’s PM Network® magazine for over 15 years.

Recommended Group/Partner Discussion Questions:
1. Neal talked about the importance of projecting calm. When dealing with someone who is being difficult or irrational, how do you stay calm?
2. What was your favorite of Neal's 15 tips, why, and how can you apply?
9/20/2016 1:00 PMCommunication; LeadershipBusiness Analysis, Communication, Leadership, Management, Project Management
We all encounter difficult people in the workplace We may be that way ourselves from time to time How effective you are at dealing with difficult people has a direct impact on how successful you become and can affect your job advancement your relationships your overall confidence and even your health This webinar defines actions that you can employ to stay in control By demonstrating self-control you are better prepared for dealing with almost any situation and any individual Stuff’s going to happen but you don’t have to accept being the victim You have choices

About the Speaker
Neal Whitten is a popular speaker trainer consultant mentor and best-selling author in the areas of leadership and soft skills project management and employee development He has over 35 years of front-line leadership project management and human resource experience
In his 23 years at IBM Neal held both project leader and management positions He managed the development of numerous software products including operating systems business and telecommunications applications and special-purpose programs and tools For three years he also managed and was responsible for providing independent assessments on dozens of projects for an Assurance group Neal is president of The Neal Whitten Group created shortly after leaving IBM in 1993
Neal is the author of several books including
 The Gift of Wisdom Lessons for a Lifetime The Neal Whitten Group
 Neal Whitten’s Let’s Talk More No-Nonsense Advice for Project Success Management Concepts
 Neal Whitten’s No-Nonsense Advice for Successful Projects Management Concepts
 The EnterPrize Organization Organizing Software Projects for Accountability and Success Project Management Institute
 Managing Software Development Projects Formula for Success Second Edition John Wiley  Sons
 Becoming an Indispensable Employee in a Disposable World Prentice Hall

Neal is a frequent presenter and keynote speaker at conferences seminars workshops and special events He has developed and instructed dozens of unique leadership project management and personal development classes and presented to many thousands of people from across hundreds of companies institutions and public organizations He has written over 100 articles for professional magazines and had been a contributing editor of PMI’s PM Network® magazine for over 15 years

Recommended GroupPartner Discussion Questions
1 Neal talked about the importance of projecting calm When dealing with someone who is being difficult or irrational how do you stay calm
2 What was your favorite of Neals 15 tips why and how can you apply
Dealing with Difficult People - 15 Tips to Stay in Control with Neal Whitten60 minutes