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What qualifies Mary Jane? She combines a BS degree in speech and English and an MA degree in Communication with her experience as a radio announcer, a goodwill ambassador for the National Cherry Industry, and over 20 years in education and training. She is a CSP (Certified Speaking Professional) - an earned designation granted by the National Speakers Association for excellence in the field of speaking. She also is one of only three recipients of the Charles Leadership Award granted by the National Speakers Association - MI Chapter - for outstanding leadership. She works with groups of 10 to 1000 approximately 100 times a year - most of it coming from repeat and referral business; once people experience her work, they want her back. She is the author of self-study learning systems, the book, The Art of Fielding Questions with Finesse, a quarterly newsletter, a bi-monthly e-zine, and numerous articles on the subjects of customer service, communication, and leadership.
Target Audience: Corporate and Hospital Leadership - Associations - Sales and Frontline Service Providers
Programs With Brief Descriptions:
People are never bored with Mary Jane's presentations.
Even the most critical and/or skeptical become believers.
- The Power of Presence
Nothing happens until minds and hearts are opened - no power to connect, no power to influence, no power to lead. In this session, you will discover what's needed to connect with the head and heart, transcend differences (race, sex, age, socio-economic, religious, etc.), and become a powerful influence in the lives of others. This warm, entertaining, and thought-provoking presentation will provide insight into what's needed to be a catalyst for change, a communicator who influences both at home and at work, and a leader who truly leads. You will:
- Never again wonder why, when some people enter a room, everyone takes notice - discover the meaning of real presence
- Capture the "here" and "now" and be able to deal more effectively with "what is" - learn what's needed to be present to the moment
- Eliminate obstacles to building trust... discover the two major blocks to experiencing powerful, productive moments with others no matter what the discussion
- Gain access to your own creativity and personal power... secret to maintaining inner calm, working with emotional intelligence, and communicating at levels beyond the norm
- Get the most from all your interactions with others... deepen your awareness of the benefits of walking in the power of presence
- How to Thrive, Not Just Survive
Leadership Strategies for Organizational Effectiveness
Global competition, greater demand on available resources, and an ever-changing work force make on-going growth and change crucial. This happens best when people are personally empowered and able to work with others to accomplish a common vision. This presentation will address core attitudes and behaviors vital for personal growth, increased resiliency, and organizational success. You will discover:
- What keeps us stuck in the past and why we need to be constantly on the grow
- The power we enjoy by maintaining an attitude that promotes positive action
- The key to eliminating self-imposed barriers and creating options
- The importance of recognizing, appreciating, and valuing diversity
- The role of vision and accountability in personal and organization success
- The Secret to Unlocking Closed Minds
If you've ever wondered why some people get listened to and others don't, or, why some people generate cooperation and support for their ideas while others struggle to be heard, then wonder no more. In this presentation, you will discover the secret to greater interpersonal effectiveness, and the key to unlocking closed minds, dealing with resistance, handling conflict, diffusing hostility, and creating mutual understanding. You will:
- Uncover barriers to effective communication
- Discover the basis of hostility in others and what you can do to diffuse it
- Revisit a universal truth and find out exactly how it works any you ought to live your life according to it
- People Smarts - the Power of One
Dealing with difficult people can be easy when fundamental truths are honored and practiced. The most hardened criminal is starving for the same thing that motivates an innocent child. It's something we all want. And when you help others get it, you'll be amazed at how quickly they will help you get what you want, too. In this presentation, you will discover, through vivid dramatizations, the key to transforming all your relationships into win/win encounters. You will:
- Realize your untapped power to positively influence every interaction with others
- Discover the secret to making the most miserable person your ally
- Uncover the impact a slight shift in thinking can have on any event
- Know what's needed to get someone working with you instead of against you
- Patient Contact: Make it Count!
It's no secret that competition for healthcare dollars is escalating! Professional staff is reduced. Expectations have multiplied. Therefore, your ability to create relationships with both external and internal customers is critical to bringing in the business that turns customers into clientele....the key to success.
- Identify key Ingredients needed to keep customers coming back
- Discover six key behaviors that will help you maximize every moment of truth
- Learn a powerful strategy for handling cranky customers
You will laugh and learn how to make the most of every customer contact.
- Make a Difference: Provide Service that is R.A.R.E.
Research is clear about what customers want. This presentation spotlights four key elements to customer satisfaction and repeat business. Mary Jane brings the message home through real life dramatizations that will keep you involved and entertained, all the while providing valuable insights into how to make a difference by providing service that is R.A.R.E.
- Coaching: Leadership in Action
Challenged by issues of competition, retention of top talent, and budgets concerns, it's more important than ever that organizations maximize their available resources - most importantly, their people. To make sure everyone is encouraged to achieve organizational goals and get desired results, employees must be committed to the success of one another and to the organization. Coaching is crucial to improving the quality of one's performance, expanding one's capacity to perform, and building strong relationships - all vital elements in creating motivation and commitment. Come to a fast paced, interactive session and leave knowing what's needed to turn leadership into action!
Client Testimonials:
"Mary Jane provided an outstanding customer service program to over 100 Federal Government personnel at the Defense Logistics Services Center... Even weeks afterward, attendees came to me and said how much the enjoyed and learned ... the examples Ms. Mapes used showed her understanding of the nature of our business."
-- Sandra Sadowski, Chief U. S. Defense Logistics Services Center
Customer Support Branch
"Your two presentations at the Auto-Owners CSR Convention were a "hit"! I would highly recommend you to other organizations."
-- Roger L. Looyenga, Exec. VP Auto-Owners Insurance
"The scores for your sessions were the highest given for any of the classes, and that comments written all raved about your enthusiasm and excellent presentation."
-- Terri Kowal, Clerk, Michigan Association of Municipal Clerks
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