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Janelle Barlow, Ph.D.

Author, Speaker MediaSpokesperson

Businesswoman

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Delivering on-brand service-- service that supports and extends a company’s brand-- can provide enormours competitive advantage. Branded customer service goes way beyond excellent service and living the culture. It is a strategic and organized way to deliver on-brand customer experiences that magnify brand promises. It adds value to target markets by driving home the essence of a brand. In so doing, branded customer service can become so valuable that it takes on the power of a brand unto itself. “Simply delivering excellent service, or as we refer to it, ‘excellent generic customer service,’ is no longer enough today to distinguish a business’s products and services.”

“The distinction between customer relationships that have added emotional value and those that are emotionally insensitive may seem trivial, but it is a huge potential-filled room into which many organizations have barely entered, and they are frankly at a loss to know what to do once they get there. While the cost of adding emotional value is frequently minimal in contrast to upgrading the tangible or “hard” side of service, this is not to say that adding emotional value is free or without effort.”

from Emotional Value by Janelle Barlow and Dianna Maul

Berrett-Koehler Publishers, 2000Nominated for the Benjamin Franklin

Business Book Award

“When customers feel dissatisfied with products and services, they have two options: they can say something or they can walk away. If they walk away, they give organizations virtually no opportunity to fix their dissatisfaction. Complaining cus-tomers are still talking with us, giving us an opportunity to return them to a state of satisfaction so they will be more likely to buy from us again. So, as much as we might not like to receive negative feedback, customers who complain are giving us a gift.”

from A Complaint Is a Gift by Janelle Barlow and Claus Møller

Berrett-Koehler Publishers, 1996In the top 4% of all business books sold

Published in 20 languages

Janelle’s customer experience books

from Branded Customer Service by Janelle Barlow and Paul Stewart

Berrett-Koehler Publishers, October 2004

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• President and owner of TMI US, a partner of TMI International with offices in 35 countries worldwide; CEO of Branded Customer Service

• Acclaimed author of the bestselling business book A Complaint is a Gift, published in 20 languages with over 125,000 copies sold

• Author of 3 customer experience books • Books: A Complaint is a Gift; Emotional Value; Branded Customer Service; the Stress Manager; Mind Flexors, I and II; and Smart Videoconferencing.

• Media spokesperson for Lipton Tea, guest on NPR Marketplace, CNBC

• Current elected member of the International Board; past elected board member of National Speakers Association

• Ph.D., University of California, Berkeley; two Masters degrees: Political Science, Psychology

• Licensed Marriage and Family Therapist

• Prize winning photographer, avid swimmer and classically trained pianist

Janelle Barlow, Ph.D.

Speech topics: customer experience, branding, complaints, stress management and creativity

Dr. Janelle M. Barlow embodies the idea of a renaissance individual. She is an entrepreneur and author, plays classical piano, and is an award-winning photographer.

She is President of TMI US, a partner of the multinational training and consulting organization Time Manager International. She is also CEO of Branded Customer Service. Her Ph.D. was earned at the University of California at Berkeley. She has two master’s degrees, one in international relations and another in psychology. She is a licensed Marriage and Family Therapist. She is a past board member of the Association of Humanistic Psychology.

Prior to her joining TMI, she was the founder of an educational corporation that produced major personal development rallies for thousands of people. While in her twenties, she lived in Taiwan for three years where she learned to speak Mandarin Chinese. During that period, she developed a particularly keen sense of diverse ideas and approaches to management. She also studied Russian and Vietnamese during her academic studies.

As a speaker, she draws upon her broad educational background and practical management experience. Over 100,000 people from all continents have participated in and been charmed by Janelle’s training programs and speeches.

As an author, she co-wrote a bestselling business book, A Complaint Is a Gift. This book is currently available in 20 languages. An animated videotape on the same subject has been produced. Her book Emotional Value has been nominated for the Benjamin Franklin Business Book award. Branded Customer Service was released October 2004 and has also been nominated for several awards. Janelle’s articles have appeared in dozens of international and national publications.

Janelle’s training program, Performing Under Pressure, based on another of her popular books, The Stress Manager, is offered around the world. Her management training program called Unbind Your Mind: The Freedom to be Creative, teaches business people how to be more original and creative. She has two books with 365 creativity skill building exercises out, Mind Flexors I, and Mind Flexors II.

Janelle’s client base includes Mandarin Oriental, Isle of Capri Casino, Hilton, Starwood, L’ermitage, Shangri-La, Sheraton, Chevron, Shell, Exxon, Mobil,Genentech, GlaxoSmithKline, Roche, Cathay Pacific, Dragon Air, U.S. House of Representatives, Mattel, Philips, IBM, Unisys, Motorola, Dell, Xerox, Microsoft, Cisco, British Telecom, Hong Kong Telecom, World Bank, Credit Suisse, ABN AMRO, HSBC, ING, American Express, Goldman Sachs and Morgan Stanley, among many others. Janelle is uniquely skilled at working with multi-cultural audiences. She speaks extensively throughout Asia, Europe and the U.S.

Twice awarded the prestigious “International Trainer of the Year” award by Time Manager International, Dr. Barlow works in such exotic locations as Poland, Peru, Portugal, Puerto Rico, and Papua New Guinea. She earned the designation of Certified Speaking Professional offered by the National Speaker’s Association, on whose international board Janelle is an elected member.

After suffering from heart disease as a child and ulcers in her twenties, Janelle became committed to stress management, health, and fitness. She swims at least a mile day—including a solid half mile of butterflies! She has run several marathons and hikes with her husband.

Dr. Barlow is a professional, in every sense of the word, and her vast experience and talent virtually guarantees that her audiences will have a memorable (most of them would say “life changing”) experience.

Janelle Barlow, Ph.D., the person

behind the presentation...

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• AIG• AIS Telecom, Thailand• American Beauty Association• American Express, Croatia• ANZ Bank, New Zealand• ARAMARK• AXA Financial• Banco de Credito, Peru• Blue Chip Casino Hotel• British Telecom, U.S.• Butterfield Bank, Bermuda• Chevron• Cisco, India & U.S.• Connecticut Bank & Trust• EMC, Hong Kong• Equitable Gas Call Center• Federtaion of Exchange Accom.• Garanti Bank, Turkey• Genentech• GlaxoSmithKline, Asia• Hearts On Fire Diamonds• International Spa Association• Isle of Capri Casinos• Kaiser Permanente• KCI Konecranes• L’Oreal, Slovenia• Manufactured Housing Institute

• Masterfoods• Mattel• MAXIMUS• MegaFon Mobile, Russia• National HR Assoc., Greece• National Assoc. of Conv. Stores• Philips Electronics• Pioneer Investments• Polkomtel Telecom, Poland• Rosewood Properties• Royal Plaza on Scotts, Singapore• Scottsdale Princess Resort• Security & Futures Comm., Hong Kong• Sheraton Hotel, SFO• Smart Communications, Philippines• SOCAP• Spirit Mountain Casino• Spirent Communications• Starwood Hotels and Resorts• Sundance Helicopters• Sun Communities• T.G.I.Friday’s• Textron Financial• The Oberoi, India• U.S. House of Representatives• Unisys • Waukesha Engine

The best way to find out about Janelle: Speak with someone who has worked with her recently. We will happily furnish multiple contact information from organizations that she has worked with in the past year. 75% of her clients ask her back and 95% refer her. Dr. Janelle Barlow has worked with hundreds of thousands of people from all over the globe in her last 20 years of public speaking.

Janelle Barlow, Ph.D.—References

Janelle’s 2002-2006 Clients (partial list)

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A sampling of other clients (partial list)

• ABN Ambro, Asia• Abu Dhabi Hotels, U.A.E• Agilent Technologies• Alaska Airlines• American Express, Asia, Croatia & U.S.• Apple • AT&T • Autodesk • Bain and Company• Bally • Bank Group Life, Russia• BASF• Black & Decker• Boeing• Busch Entertainment Corp.• Carlsberg Beer, Poland• Cathay Pacific, U.S.• China World Hotel• Dow Chemical• Credit Suisse, Asia• Dell Computers, China• DHL, Asia• Dragon Air, Hong Kong• Endevco• Exxon• General Electric• Goldman Sachs, Asia • Hewlett-Packard • Hilton Hotels, Asia & U.S.• Hitachi, • Hong Kong Telecom• HSBC, Hong Kong• IBM, Hong Kong• ING Barings, Asia & Brazil

• Intergraph, Europe & U.S.• Ketchum Communications • Kodak• L’ermitage Hotel• Malaysia Telecom, Malaysia• Mandarin Oriental Hotels, Asia & U.S.• Microsoft, Singapore• Mobil• Morgan Stanley, Asia• Nestle• Ongko, Indonesia • Our Lucaya, Bahamas• PCI Bank, Philippines• Panalpina • Paramount’s Great America• Plantation Bay Resort, Philippines• Princess Resort, Hawaii & Scottsdale• Roche, Taiwan• Sea World of Texas and Ohio• Shell, Venezuela• Shangri-La Hotels, Asia• Sheraton Hotels, Asia & U.S.• Steamships, Papau New Guinea• Sun Microsystems• The Tech Museum • Unisys, Asia & U.S.• USAA Insurance• Volkswagen, Canada• Westinghouse• Webcor• World Bank• Xilinx• Westpac Bank, Australia• Zagrebacka Bank, Croatia

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Janelle Barlow, Ph.D. Keynote and Workshop Overview

Creativity and Innovation: Unbind Your Mind

• Innovation on demand• The six strengths of creative people and teams• Developing an innovative and nimble organization• The Chinese bound foot phenomenon

Based upon Dr. Barlow’s skill-building books Mind Flexors I and II, published by William–James Press

Media Skills: As Important as an MBA Degree

• How to develop and deliver professional presence• Don’t wing it: The camera is always on• Make media equipment your friend, not your enemy• Avoiding the most common on-camera mistakes

Based on Dr. Barlow’s book Smart Videoconferencing and TMI’s professional presence seminar

High Performance, Speed, and Stress

• The CEO’s dream: Staff who understand the big picture and yet able to take care of details

• Optimal business performance: What’s required• Sports periodization: A sports concept that has applicability in the business world• Challenge, Commitment, Control: The three “Cs” of high

octane, high output companies

Based upon Dr. Barlow’s book, The Stress Manager, and the TMI program, Strategic Planning for Results

A Complaint Is a Gift

• Complaints: the single best marketing tool available• Eight-step Gift Formula• From problems to partners• Using complaints as a sales opportunity

Based upon the Dr. Barlow’s bestselling business book A Complaint is a Gift: Using Customer Feedback as a Strategic Tool

• Emotional value has economic value• Satisfied customers are not necessarily loyal customers• How to emotionally partner with your customers• Choosing emotional value as your service model

Based upon Dr. Barlow’s popular business book, Emotional Value: Creating Strong Bonds With Your Customers

Emotional Intelligence Meets the Experience Economy

Branded Customer Service

• Learn one of the newest business concepts in the field of customer service and branding • Why you can deliver excellent customer service yet still lose customers if your service is not linked to

your brand promise• Inside-Out Branding™: a must stop on the road to the effective office Based on Janelle’s bestselling book: Branded Customer

Service: The New Competitive Edge

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Janelle Barlow, Ph.D. Workshop Overview

Train the Trainer Programs

• Use some of the best trainers in the world to help certifiy your trainers on content and programs new to your organization • Will create a variety of certification processes• Very clear and easy to use training trainer material

Extremely cost effective and easy to implement

• Focus on tasks based on 4 different urgency and high value categories rather than a do list

• TMI’s “Pine Tree” approach to time management• Learn to easily make role shifts between home & work• Create your key work and personal development areas

Employeeship

• Installs an “employeeship culture within an organization• Focuses on three critical success factors for a company: Productivity, relations and quality• Helps inspire all levels of employees to develop attitudes and behaviors that are critical to achieving organizational success: Responsibility, improvement and initiative

Putting People First

Working on High Performance Teams

• At the human level helps teams focus on the behaviors & communication pactices needed to achieve its goals. • At the organizational level helps establish specific structures and systems inside the team and company needed to meet specific goals.

A highly customized course which has become popular in recent years; related to team building

• Helps install a “service culture” within an organization• A motivational program about changing attitudes and awareness relative to external & internal service• Challenges employees to own problems and gain a heightened sense of organizational mission & goals

Based on TMI International’s award winning customer service program. TMI’s most popular program

Strategic Planning for Results

Based on TMI International’s book: Employeeship

Based on TMI’s Time Manager; taught for paper systems or MS Outlook

• Designed for managers to learn effective business coaching communications• Walks participants though the fundlementals of several

coaching models• Includes individual business coaching sessions

We have several certified coaches on staff, some with the highest coaching certifications available

The Manager as Coach

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• Manufactured Housing Institute: Opening General

Session keynote to audience of 700, A Complaint is a Gift. 2003

Janelle’s Customized Programs & Keynotes

The next few pages provide a short summary of a few of Janelle’s 2003 - 2006 keynotes & seminars

• Center for Customer Care Conference, Singapore: Speech entitled: Customer Service

Excellence, 2006

• 2005-2006: Janelle has conducted several Branded Customer Service projects to major organizations in the telecom, financial,

pharmaceutical and gaming industries in the United States, Asia and Russia. Clients include GlaxoSmithKline Asia; Spirit Mountain Casino, Oregon’s no.1 tourist destination; Blue Chip Casino, Boyd Gaming’s no. 1 net profit casino; Smart Communications, the largest wireless

service provider in the Philippines; and Advanced Info Systems, the largest wireless

service provider in Thailand

• 2005 -2006 Consulting: Janelle consulted for many organizations such as T.G.I. Friday’s, Star-wood Hotels & Resorts and Connnecticut Bank and Trust

• Federation of Exchange Accomadators: 2005 Opening General Session keynote, A Complaint is a Gift, 300 people; 2006 mid-year conference break-out session on Branded Customer Service. 2006

• National Association of Convenience Stores: Keynote on Branded Customer Service, 600 people. 2004

• Hearts On Fire Diamonds National Conference Opening keynote, 400 people, Branded

Customer Service. 2005

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• Textron Financial: 2-hour seminars covering the top-ics of A Complaint Is a Gift & Branded Customer Service; and Stress & Time Management. 2004

• AXA Financial: Speech:High Performance Under Stress to 150 of the top AXA producers. 2005

Janelle likes the challenge of delivering customized programs and speeches that draws from more than one of her areas of expertise

Janelle’s Customized Programs & Keynotes

• Society for Foodservice Management, National Conference: Break-out session, Innovation in the Foodservice Industry. 2004

• Isle of Capri: Over the past several yeas Janelle has conducted several one to two day seminars and facilitation sessions on a wide range of topics for senior management. Janelle has also written all program material and is the main TMI lead for several different programs involving 13,000 + employees at 15 different Isle sites across the county. 1999-2006

• KCI Konecranes: Several Employeeship seminars. Covers the topic of Putting People

First, teamwork and delegation. 2003 - 2006

• Equitable Gas Company: Seminar entitled Maintaining High Performance During Periods

of Peak Demand. 2003

• Oregon Health & Science University: Program combining the topics of customer service and videoconferencing presentations skills. 2004

• MAXIMUS: A Complaint is a Gift speeches to numerous divisions and sites across the U.S. 2002-2004

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• Butterfield Bank, Bermuda: BCS & Putting People First programs to managers and senior executives. 2004 - 2006

Janelle’s Customized Programs & Keynotes

• Sheraton, SFO: Puting People First. 2004

Every workbook produced is different and customized with the exact content you need

• Philips Electronics: Pro-grams on team building and Strategic Planning for Highly Functional Teams. 2003-2004

• Masterfoods: Putting People First. 2005

• Spirent Communications One-day Strategic Planning for Results seminar. Multiple sites across the country. 2004

• Retail Management Institute: Speech on Branded Customer Service to marketing & H.R.

executives. 2005

• Bank Group Life, Russia: BCS seminar, 2006• Chevron and Unisys: Over the years Janelle has

presented dozens of seminars and key-notes to these two clients. Recent ones have taken place in 2003.

• AIG: workshop, written complaints. 2006

• ANZ Bank, New Zealand: BCS seminar, 2005

• The Oberoi, India: Customer service seminar, 2004

• Royal Plaza on Scotts, Singapore: BCS, 2006

• Securities & Futures Commission, HK: service, 2005

• Garanti Bank, Turkey: CIAG seminar, 2004

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• ARAMARK: (Several different divisions and regions) Program: Fresh Hospitality. Covered

the topics A Complaint is a Gift, Branded Customer, Emotional Value. 2003-2006

Janelle’s Customized Programs & Keynotes

• NCR Corporation: Break out session: Branding Your Self Service Projects. 2006

Janelle has authored five books, including three on the customer experience

• Society for Consumer Affairs Professionals: Morning workshop Branding Your Service to Increase Sales and Build Loyalty. Afternoon

workshop Creating a Complaint-friendly organization. 2003

• Blue Chip Casino Hotel: Janelle has conducted several different one to two day seminars for managers and senior executives involving the Putting People First and Branded Customer

Service concepts for this casino of 1,300 employees. 2005-2006

• Cisco Systems: Webinar on Branded Customer Service. 2006

• Sun Communities: Session keynote on Branded Cus-tomer Service & A Com-plaint is a Gift at national convention, 500 people. 2005

• U.S. House of Representatives, Administrative Office Service & culture programs. 2005

• Genentech: Seminars on time management & stress management. 2003

• Mattel: Two-day programs entitled Strategic Planning for Results. 2003-2004

• America’s Expo for Skin Care & Spa: Opening

General Session keynote, 500 people, CIAG. 2004

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“Branded Customer Service” is a brand education program, seminar and keynote based on Janelle Barlow’s latest bestselling book.

The Branded Customer Service process represents the newest step for organizations to take that are serious about both the brand and customer service.

Companies spend millions of dollars each year on branding and advertising yet largely ignore how the brand is actually delivered during customer service interactions thus losing out on tremendous brand building opportunities.

In today’s competitive marketplace, a company can deliverexcellent customer service and yet still lose customers if customer service experience is not directly linked to the brand. Published October 2004

If your advertising dollars deliver one brand message and your staff deliver a different brand message, you’ve got a problem!

• Brand messages can be built not just through advertising and public relations but through customer

service delivery

• Evaluate your customer service not only on whether it is excellent or not but also on whether or not it delivers your brand message

• Specific steps your organization needs to implement and how to teach employees on delivering your brand during customer service interactions

• Branding needs to exist in the HR and customer service departments as much as it does in the marketing

and advertising departments.

• Why you can deliver excellent service and still lose customers

• On-brand and off-brand customer service exercises

• brands live in the minds of the consumer

• Decide which emotions and language your brand represents during customer service

• Program covers many case studies demonstrating what is required to brand your service.

Program and keynote is based on Janelle Barlow’s latest book. Foreword is written by Howard Putnam, Former CEO of Southwest Airlines

Visit the book’s website: www.brandedservice.com

Branded Customer Service

In an invigorating, participative and customized presentation, Janelle Barlow will discuss:

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Complaints can be seen as a nasty, difficult-to-handle aspect of business, or they can be viewed as the “gift” they are.

Coauthor of the bestselling business book, A Com-plaint Is a Gift, Dr. Janelle Barlow—in a fast paced, entertaining, and profound presentation —gets audiences to rethink their entire position about complaints. Available in 20 languages.

A Complaint Is a GiftUsing Customer Feedback as a Strategic Tool

• Complaints are the single best marketing tool available• Why most customers don’t complain.• Why you want customers to complain to you instead of to you potential customers• The nature of complaints• Complaint handlers are really sales people• Eight-step Gift Formula• Turning complaining customers into partners• Shifting your paradigm about complaints• Steps to establishing a complaint friendly organization

Demo and Animated video available

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Adding emotional value to the customer experience:Emotional Intelligence Meets the Experience Economy

Two 21st Century business ideas that must be understood and then acted upon.

1) Emotional intelligence is a prerequisite for success in today’s experience economy.

2) Satisfaction scales tell us little about customer loy-alty.

Did you know that...

• emotional value has economic value?• emotions are the basic motivators for action, and we

can build strong relationships with this motivation?• complaints can be viewed as emotional opportuni-

ties?

Janelle Barlow, co-author of the highly acclaimed book, Emo-tional Value, will walk your audiences through the maze of research and statistics on customer emotions.

Janelle customizes each of her presentations. Possible topics include:

• Emotional Value—why it’s critical in today’s ex-perience economy.

• Satisfaction Scales—why they tell us so little about genuine customer satisfaction.

• An Emotion-friendly Service Culture—choosing emotional competence as your organization’s service model.

• The Customer’s Zone of Tolerance—why it’s im-portant and how to expand it.

• Empathy—Maximizing customer experiences.

• Customer Impact Job Description—why the way your customers look at what you do is more im-portant than the way you look at what you do.

• Nonverbal Communication—why you are respon-sible for all the messages you send.

• The James Bond Technique—why the first four minutes are so crucial.

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Unbind Your Mind: Innovation in the WorkplaceIs it possible...

...for everyone in your organization to use their capacity for innovation so they can dramatically increase their level of contribution to your business goals?

Researchers say that it is! But it doesn’t happen automati-cally. Here’s what Janelle Barlow in her extensive research on creativity and innovation has discovered:

• Innovation is a skill that can be enhanced through regular practice.

• How we think about creativity influences our ability to be innovative.

• There are six basic characteristics of creative people.• In today’s competitive world, all companies need more

creativity to solve every day problems, generate ideas to increase revenues, and to set realistic goals.

The ancient art of Chinese foot binding started as an act of innovation in dancing and then became a social practice that crippled over a billion Chinese women.

We don’t bind our feet like the Chinese women of old, but we do bind our minds with limiting beliefs and practices that cripple our innate ability to innovate.

Topics that Dr. Barlow will customize:

• The Chinese bound foot phenomenon: How the phenom-enon impacts us today & the price we pay for it.

• What is innovation, how to cultivate it, and why it is es-sential in today’s business environment.

• Why feedback is a part of innovation—and how to appro-priately withhold judgment while you brainstorm.

• Belief patterns about innovation—how they help us to look for or ignore evidence of our creativity.

• How to get your brain ready for innovation.

• Creativity in groups—how to develop an innovation-friendly business environment.

Note: This workshop is a great opener for any group involved in a planning retreat, budget session, or product develop-ment meeting.

Dr. Janelle Barlow is the author of two skill-building books on innovation.

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Based upon Dr. Barlow’s book, The Stress Manager, and the TMI program Strategic Plan-ning for Results

High Performance, Speed, and StressWhat if you could manage the speed and pressure of your life so that it positively impacted your performance?

Would it make a difference to your effectiveness and your life?

Did you know?

• Managing stress well doesn’t take a lot of time.• Hard work and speed isn’t necessarily a cause of

stress.• The key to effective stress management begins with

simple awareness.• Control is a critical variable in stress.• People who follow the best practices of “hardy ex-

ecutives” can survive in high pressure environments without getting sick.

Here are topics that Dr. Janelle Barlow will customize for your group.

• Speed: The 21st Century Challenge• The CEO’s dream: Staff who understand the big picture

and yet are able to track details• The Inverted U-shaped Relationships between Optimal

Performance and Stress• Your Perception of Control Impacts Your Ability to Man-

age Stress• Optimal business performance: What’s required• Periodization: A Practical Concept Used by Athletes Can

Keep Your Stress Levels Tolerable• Hardy Executives: Who Survives, Who Doesn’t, and

Why• Challenge, Commitment, Control: The three “Cs” of

high octane, high output companies

Let Janelle Barlow—the Stress Doctor—help!

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Media Skills: As Important as an MBA DegreeJoin Janelle Barlow in a rousing look at how to be media savvy. Janelle custom-izes her presentation to focus either on media skills or VC. Media skills are es-sential not only for video-conferencing (VC) are critical every time you appear on camera.

When used effectively, VC helps you to be in more places at one time, get ideas and products more quickly to the marketplace, and save travel money. But there are pitfalls to avoid.

Instead of looking like a disaster, you can learn tips to use the video media

successfully. Coauthor of Smart Video-conferencing, New Habits for Virtual Meetings (release date, October, 2002 by Berrett-Koehler Publishers), Dr. Bar-low will walk you through the do’s and don’ts of being media savvy.

If you have ever wondered why tele-vision personalities always look good when on screen, it’s because they use the techniques outlined in Smart Vid-eoconferencing.

So, the next time someone says to you, “Let’s videoconference about that, or I need you to be interviewed on TV,” you’ll be able to perform and commu-nicate at a very high level.

• The power of amplification: You’re bigger than life• Don’t wing it: The camera and audio is always on• Make media equipment your friend, not your enemy• Maximize your presence• The biggest disaster stories on video Most involve the unprepared• Using the power of television in your business• Why videoconferencing now!

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Training, Consulting, Speaking, Coaching, and Writing

• Anger Management • Branded Customer Service• Call Center Success • Change Management• Client and Staff Retention• Complaint Handling• Conflict Resolution• Creativity• Culture Change• Customer Service • Delegation and Empowerment• Emotional Value • Innovation in the Marketplace• Leadership

• Leadership• Linking Service to Sales• Managing a Service Culture• Media Skills• Professional Presentations• Professional Presence• Project Management• Quality• Running Better Meetings• Selling and Influencing with Integrity• Staff Retention• Stress Management• Team Building• Time Management

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Music: Training Songs

Training Videosand Tapes

Consultation andTeam Interventions

Individual andGroup Coaching

Pins and TrainingMaterials

Books, Workbooks,Manuals, and Guides

Audits, Surveys, and Questionnaires

Summaries andReports

Electronic Files

PostersGraphics

Training andCertification of

In-house Trainers

AutographedBooks

Additional Program Options

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To book Janelle please contact:

To book Janelle please contact:

or Lewis Barlow

Senior Account Managerlewisbarlow@tmius.com

702 939-1800

To book Janelle Barlowcontact us at:

TMI US8270 West Charleston Boulevard

Las Vegas, Nevada 89117 Tel: (702) 939 1800Fax: (702) 939 1804

E-mail: TMIUS@tmius.com

www.tmius.com