Barbara Glanz

An international bestselling author and noted authority on employee engagement, customer service, spreading contagious enthusiasm, & change.

Barbara Glanz, CSP, CPAE works with organizations that want to improve morale, retention, and service and with people who want to rediscover the joy in their work and in their lives.

BENEFITS OF HIRING BARBARA GLANZ, CSP, CPAE

Barbara can help your organization by raising morale, improving internal communication, generating creative thinking, facilitating teambuilding, increasing personal productivity, and motivating employees to give exceptional service.

• Applying her Master's Degree in Adult Learning,Barbara's programs include simple visual models, immediately applicable actionable ideas, and powerful stories to touch participants' heads and hearts, thus resulting in the desired behavior change.
• She will "whack" participants' thinking, and they will leave looking at things differently, focusing especially on what is going RIGHT instead of what is going wrong and what they CAN do instead of what they can't do. 

• She will give them a personal sense of mission that they CAN make a difference, no matter what their job may be.  Just as she inspired "Johnny the Bagger®," Barbara will encourage each person to find a personal signature and to CHOOSE to make a difference in every interaction they have. Her firm belief is that outstanding customer service, whether internal or external, MUST come from the heart!                                                          
• Barbara is an "Idea" person, and all her books are "how-to" books, so she guarantees to get participants' creative juices going and to think "outside the box." She guarantees that audience members will leave with at least 6 - 8 immediately applicable, no-cost action ideas to make their workplaces more caring, productive, AND fun.
• She has extensive international experience, including speaking on all seven continents, and she is familiar with many different cultures, assuring her message will be received with trust.

ABOUT BARBARA

She is the author of eleven bestselling “how-to” books, including:

• "The Simple Truths of Service -- Inspired by Johnny the Bagger", co-authored with Ken Blanchard
• "180 Ways to Spread Contagious Enthusiasm"
• "CARE Packages for the Workplace-Dozens of Little Things You Can Do to Regenerate Spirit at Work"
• "Handle with CARE-Motivating and Retaining your Employees"
• "The Simple Truths of Appreciation -- How Each of Us Can Choose to Make a Difference"
• "Building Customer Loyalty -- How YOU Can Help Keep Customers Returning"
• "CARE Packages for Your Customers -- An Idea a Week to Enhance Customer Service"
• "Balancing Acts-More Than 250 Guiltfree, Creative Ideas to Blend your Work and your Life"
• "CARE Packages for the Home-Dozens of Ways to Regenerate Spirit Where You Live"
• "What Can I Do? Ideas to Help Those Who Have Experienced Loss"

She is known as “the business speaker who speaks to your heart as well as to your head,” and she has presented to conferences, associations, and organizations worldwide. Here are some other interesting facts about Barbara:

• Voted "best keynote presenter you have heard or used" by Meetings & Conventions Magazine, July 2010
• Selected as a "Legend of the Speaking Profession" by the Veteran Speakers, August 2010
• Has presented on all 7 continents and in 50 states
• One of fewer than 560 Certified Speaking Professionals worldwide
• Has a Master’s Degree in Adult Education Former Manager of Training and Director of Quality in Training for Kaset International, a 30 year old Times Mirror training company specializing in Customer Service
• Ranked one of the top ten speakers since 1997 at Society for Human Resource Management national conference
• Elected to the Board of Directors of the National Speakers Association 2002 to 2005
• Featured on ABC, NBC, CBS, CNN, FOX-TV, PAX-TV, WGN, CNBC, and on radio and in print nationwide

More than just an exciting speaker, consultant, and author, Barbara has three additional “claims to fame”: her great-grandfather laid the cornerstone where the four states come together (Page, Arizona, is named after him); she played the piano on the TV show “Talent Sprouts”; and she directed David Hasselhof of “Knight Rider” and “Baywatch” fame in his first high school play! Barbara lives and breathes her personal motto “Spreading Contagious Enthusiasm.TM”

BARBARA'S MOST REQUESTED TOPICS:Barbara Glanz, CSP, CPAE1. "The Simple Truths of Service Inspired by Johnny the Bagger®"Based on an unforgettable story about a young man with Down Syndrome who changed the culture of an entire organization by being creative and giving the customers more than they expected, this program presents ten simple truths of service that will help organizations and individuals become more customer-focused, both internally and externally.  In today's highly stressed, competitive workplace, each employee must be committed to creating long-term client relationships, and this presentation will encourage and inspire them to WANT to do this.  With her unique combination of content and heart, Barbara will share research, stories, models, and action ideas based on these ten simple truths to encourage each person that he/she can make a difference every single day! Learning Objectives: At the end of this session, participants will:

• Learn the ten simple truths of service.
• Understand clearly and positively what it means to serve customers, why an organization would want to strive for creating loyalty, and the organizational and personal rewards that come from choosing this role.
• Be challenged to look at their own role in creating extraordinary customer service, fully understanding the choices they have in every interaction.
• Create a new awareness of their own experience as customers.
• Understand who their customers are, both internal and external.
• Learn several models as a frame to understand and apply this information to their own organization.
• Develop a personal strategy to become a relationship builder as well as adding a personal signature to their jobs.

NOTE:  This session can be customized for leaders, employees, or an entire organization.2. "SPREADING CONTAGIOUS ENTHUSIASMTM--Creating Workplaces of Passion, Purpose and Productivity!"(For Leaders)

In order for an organization to be "first class" in this economy, it must have a great product or service, people who have the desire and skills to serve the customers well, and a culture that encourages and supports that spirit of both internal and external service.  The most important persons in creating that culture are the leaders.  This session will whack leader's thinking, give them a personal sense of mission of their importance as service leaders, and share many no cost or low cost ideas for how to create a culture where employees are fully engaged using the elements of a spirited workplace:C = Creative Communication???A = Atmosphere and Appreciation for All???R = Respect and Reason for Being E = Empathy and EnthusiasmAfter attending this session, supervisors and managers will learn skills and ideas to·       Create an environment where people want to come to work·       Connect with employees on the human level·       Adopt top down, open, creative communication·       Instill a sense of mission and purpose in each employee·       Appreciate employees in frequent, creative ways·       Demonstrate respect for differences·       Focus on the positive and celebrate small wins

Come and explore ways that you can boost morale, enhance creativity, and raise productivity to new levels with little or no cost.

 Learning Objectives:

• Learn several new models which will exemplify the choices that we have in any interaction.
• Experience the elements of a fully engaged workplace through the acronym CARE.
• Leave with at least 6-8 immediately applicable action ideas.
• Find new hope through stories of ordinary people who are making a difference.

 "SPREADING CONTAGIOUS ENTHUSIASMTM--Creating Workplaces of Passion, Purpose and Productivity!"(For All Employees)Do you believe that enthusiasm is contagious?  If so, ask yourself this question, "Am I contagiously enthusiastic about the importance of the work we're doing?"  Because if you're not, then you're not spreading that spirit to your customers and one another, and that impacts everything you do.  That is what this session is all about-how YOU can make a difference every single day.It seems that in today's world whether we work at home or in an organization, we are far too often caught in stressful, conflict-ridden situations.  Tasks need attention, policies need fixing, morale needs boosting, and people need care.  Can one person make a difference in the ocean of work and the sea of faces?  Come hear Barbara Glanz address the neglected "human" element that can often get lost in the midst of deadlines, timelines, and bottom lines.Using the acronym CARE as the elements of a spirited workplace, the session will focus on many specific, creative, no-cost or low cost action ideas to help create an environment where people find purpose and joy: C = Creative Communication; ??????A = Atmosphere and Appreciation for All??????; R = Respect and Reason for Being; ??????E = Empathy and Enthusiasm???Wherever your workplace may be, please join us for a fast-paced, fun, inspiring presentation.  It will impact your mind and your heart, your work and your life.  Find out what a difference YOU can make! After attending this session, participants will learn skills and ideas to

•    Create an environment where people want to come to work???.      •    Connect with one another on the human level???.       •    Encourage open, creative communication???.       •    Develop a sense of mission and purpose in the importance of their work???.       •    Appreciate one another in frequent, creative ways???. •    Demonstrate respect for differences.      •    Focus on the positive and celebrate small wins.

Learning Objectives:

• Learn several new models which will exemplify the choices that we have in any interaction.

• Experience the elements of a fully engaged workplace through the acronym CARE.

• Leave with at least 6-8 immediately applicable action ideas.

Find new hope through stories of ordinary people who are making a difference.3. "EXHAUSTED, CONFUSED, AND TICKED OFF-- Hope for a New Beginning When Change Has Done You In!"

Change is rampant in our world today, especially in this depressed economy. Resistance to change is not about the head as much as the heart, less about facts than it is about feelings.  Leaders must learn not only to manage the processes of change but also the emotional aspects of dealing with change.

 In order for people to move forward, they must learn to let go of the old ways and adjust to new ways of work and life.   This session will help leaders guide employees to better understand the change process as well as their feelings in the midst of change. It will include a CONTROL INVENTORYTM for leaders to use as a strategic, concrete tool to manage change and to help employees gain more control and perform at a higher level in a dynamic work environment.

Learning Objectives:

• Understand that the change process unfolds in recognizable stages and learn a new model for dealing with change.
• Recognize that you have CHOICES to be proactive rather than reactive in how you deal with change
• Understand the difference in response to Forced change and Chosen change and learn new skills to deal with both.
• Appreciate that each person in the organization is going through his or her own individual transition process and learn skills to understand, coach, and facilitate this process.
• Accept that there is both pain and creativity in the transition process.
• Learn new coping techniques for managing these transitions..
• Experience a framework involving both the rational and the emotional responses to change behavior.
• Apply a CONTROL INVENTORYTM as a new tool to understand how to manage changes in your workplace.
• Formulate an Action Plan to become more resilient towards change.

NOTE:  This session can be customized for a team or an entire organization.

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