Programs (1)

Telephone and E-mail Skills

This program teaches you mechanics of providing professional customer service in all of its touch points, including telephone and e-mail transactions. In this program, you will learn how to: • Sound professional in all of your interactions with customers • Understand the mechanics of effective telephone  and e-mail transactions • Know how to take care of yourself in dealing with the public Outline: Sounding professional: the basics • Greeting and closing: the mechanics • First response: tone of voice and first reactions • Understanding the “spectrum of ownership” Basic telephone skills • Sounding like a winner • Training your voice • Pacing and timing •...

How to Tell Anyone Anything

A groundbreaking new approach for how to handle difficult workplace conversations, using the latest principles from strength-based psychology, to teach you techniques top coaches, crisis negotiators, and psychologists use. Based on Point of Contact Group founder Rich Gallagher's successful book of the same name, this program will help you solve problems like these: • How do you get your boss to stop yelling at everyone? • How do you tell an employee that he needs to shower more often? • How do you tell your co-worker that you would like more help from him or...

Corporate consulting

Point of Contact Group offers custom consulting projects designed to help entire organizations succeed by changing the way they communicate. Some of our projects have included: • Creating consistent internal communications skills and a performance evaluation rubric for a major West Coast social service agency • Developing a communications skills training regimen for all 400 employees of an East Coast state university • Piloting a new approach to soft-skills training for one of the nation's largest call center operations • Integrated front-line training, supervisor training, and a leadership retreat for a prestigious US liberal arts university. We...

Keynote speaking programs

Founder Rich Gallagher delivers a wide range of corporate and conference keynote speeches on workplace communications skills. Any of his books or Point of Contact Group programs are available as keynotes. Topics include: • What to Say to a Porcupine: Handling Prickly Customers • Great Customer Connections: Communications Skills for Creating Excellent Service • The Customer Service Survival Kit: Defusing Your Very Worst Customer Situations • How to Tell Anyone Anything: Mastering Difficult Workplace Conversations • Work With Me: A New Approach to Teambuilding • Strength-Based Coaching: Developing Leadership and Influence with Your Team • The Soul...