• Master the five principles of workflow control
• Manage multiple priorities
• Know the do's and don'ts for sending email
• Get control of your email inbox
• Use the TASK TRACKing method to manage projects and meet deadlines
• Use powerful communication skills to create a win-win situation
• Create a filing system that allows for retrieval in 15 seconds or less 
• Organize your workspace and desk to facilitate the flow of work 

• Determine and change the emotional debilitating affect clutter can have on your lives
• Use the RESPECT technique to organize anything in your home, life and workplace
• Implement the 3-S Tonic strategy to create balance in your personal and professional life
• Prevent "fires" so you won't have to put them out
• Use the ACT on It process to help you get rid of mental and physical clutter

• Create a file and retrieval system for your paper files, computer files, and email
• Set up and maintain a Records Retention Schedule
• Create and manage a File Index for maximum control of your files
• Know where removed files are at all times

• Understand your relationship with time
• Identify and control the time wasters that prevent you from getting things done
• Apply the 90/10 life management rule to change how you view time
• Make BALANCE a real action verb
• Use a juggler's method to manage your busy lives
• Get your boss and others to respect your time
• Start and complete the things you most hate to do
• Reduce stress so you can increase productivity

This is a time management coaching program.  Yvonne will work with you to help you do an assessment of your time, show you how to make the best use of your time, develop a plan, and create a schedule, that will allow you to get things done at home, work, and in your personal life. She will do this using her Time Management Needed -APPLY Within© method.

• Use your body language to shape your customer's attitude towards you on the  initial contact
• Implement Interviewing Skills 101 to build a relationship
• Determine, understand, and satisfy the four basic needs of your customer
• Use open ended questions to determine customer's business needs
• Keep yourSELF engaged at all times 
• Focus on benefits and not the features of your service or product
• Use soft no verses the hard no when explaining what you cannot do for your customer
• Five things you can do when customer's speech is difficult to understand

• Discern and understand why customers get upset
• Determine and respond to the four basic needs of your customer
• Get customer to respond positively when problems occur
• Say no and keep customer calm
• Keep yourSELF engaged with customer
• Separate the emotion from the problem to get positive results
• Maintain the control in just three steps when customer becomes abusive

• Ten things you can do immediately to make a lasting impression
• Control those little annoyances that can affect your customer's perception of you
• Eight effective ways to keep customer calm when you must put them on hold
• Master the steps for taking a complete message
• Five techniques you can employ when customer is hard to understand or is unclear in their speech
• Seven things you should never say to a customer, and why
• How to properly end a service call

• Identify and understand negative behavior
• Use the COWORKER technique to correct your attitude towards negative people
• Become the CEO of your emotions
• Discover the single most powerful way to disarm negative behavior
• Use the 3 C"s to support a coworker, but not the behavior
• Seven things you can do to boost office morale in one day
• Apply the CoachCARE method to change an unacceptable behavior

• Learn 7 ways to improve office etiquette immediately
• Boost office etiquette by learning where to draw the line between friendship and professionalism
• Correct common attitudes and behavior that may be disrespectful to your coworkers and customers
• Detemine proper etiquette for business lunches or company functions