Shirley Says E-Newsletter Issue 60
April 2008

Dear Reader,

It's a big month for me this month. In fact it's probably one of the biggest months on my professional calendar. Yes, ASSAP 2008 is coming soon - the Asian Summit for Secretaries and Admin Professionals will be held at the Swissotel Stamford on 23-25 April 2008. And registrations have been flooding in!!

One of our presenters at ASSAP 2008, Brenda Bence, has contributed an article this month about Personal Branding. It's a very unique concept and one that I think you will find very interesting.

Also this month, some tips from Rebecca Morgan on how to calm upset customers. Plus news about a series of personal development seminars that will boost your emotional health!

Have a great April, and I'll bring you a full report in May about ASSAP 2008!

Shirley

In this issue
  • It's all happening in April!
  • Can people be branded?
  • Got any dramas in your life?

  • Can people be branded?

    Here's Brenda Bence showing off the book that you will receive if you were one of the first 100 people who registered for ASSAP 2008! On 24 April Brenda is conducting her workshop 'Mastering the Brand Called YOUTM'. This unique one-day workshop reveals how you can craft and communicate your personal brand at work for greater career success.

    I'm pleased to say Brenda has written an article for us about how people can be branded. Take a look at what Brenda has to say about her Personal Branding System.

    Do you have a favorite brand that you've been faithful to for years and years? Perhaps it's your favorite brand of sportswear or shampoo, and maybe you've even driven out of your way to find and buy that one brand that is like no other, even though you know it's more expensive?

    If brands are so powerful that they can bring out such loyalty in us, then why shouldn't people be branded? Wouldn't you like to evoke that kind of loyalty? Indeed, the question isn't whether people can be branded. The question is: How do you create a personal brand that makes YOUTM - the trademarked you - the "brand of choice" in your workplace? Take a moment and think about what that would mean for you in terms of promotions, recognition, and higher pay.

    Are YOU like Shampoo?

    Now, of course, I'm not suggesting that you are a product like a bottle of shampoo. But the truth is that we are all like shampoo! Just as shampoo has to offer the customer great hair, you have to offer value in the workplace, or you're out of luck - or out of a job - right? But don't worry - personal branding doesn't mean you have to walk around in a sandwich sign, advertising yourself. There are actually many more subtle ways you can work on your personal brand without anyone knowing it.

    Take Six Elements

    Your favorite toothpaste or shampoo didn't get that way by accident. Using a proven step-by-step framework consisting of six powerful elements, corporate branders work hard to earn your loyalty and succeed in the marketplace. Those same six corporate branding elements - with a few adjustments - are just what the doctor ordered for your own personal brand, too. These elements make up your Personal Branding Positioning StatementTM, which is Step One in the proven Personal Branding System outlined in my new book, How YOUTMAre Like Shampoo.

    To read about these six elements and find out what Steps 2 and 3 in Brenda's Personal Branding System are, please read the rest of this very insightful article.


    Got any dramas in your life?

    Do you ever feel like you're losing control? I know I do. Well I'm very pleased to introduce you to a special seminar series presented by eminent counsellor Karen Gosling from Goslings International. In her seminar series 'Surviving Life Dramas', Karen will teach you how to re-interpret your life dramas to see them as non-threatening - or at least manageable. Would that help you start to feel more in control?

    Surviving Life Dramas is about learning where emotion comes from, giving emotion a label, and giving yourself permission to have the stress response as you determine what you are going to do about it. Regardless of what other people know or what other people say. This is about you understanding you. More than anything, you will leave these seminars understanding yourself better.

    Here are some of the things you will learn at Karen's seminars:

    • Why you react the way you do at times of conflict.
    • Why you get angry, or fly off the handle.
    • Why you withdraw or get sulky.
    • Why you dwell on things.
    • Why some people seem happier than you do.
    • Why others seem more uptight and anxious.
    • Why your kids drive you crazy sometimes.
    • Why you have mood swings.
    • Why you can love your partner yet feel like a housemate.

    In her seminars, Karen will teach you how you can do things differently, for example how to:

    • communicate with your partner, kids or boss.
    • raise your self-esteem and keep it elevated.
    • overcome anxiety and deal with panic attacks.
    • manage feeling down during times of change
    • deal with disappointment or grief.

    Find out more about Karen Gosling's unique seminar series by checking out full details here. Or just call up Goslings International on 6281-5157 and tell them you heard about them in Shirley Taylor's newsletter.

    Each half-day seminar costs only S$130, including afternoon tea and snacks. I shall certainly be attending some of Karen's seminars because I consider they are a great investment in our emotional health. I do hope to see some of you there! Very often the most difficult step is the first step, so take that important first step today towards your own emotional health!


    It's all happening in April!

    ASSAP 2008 is coming soon, and if you've already signed up, well done! I will look forward to seeing you there. We've had registrations this year from Singapore, Malaysia, Indonesia, Hong Kong and Vietnam. It will be wonderful to see so many people from all these different countries and cultures coming together in the same room. I can promise you a wonderful day of learning, sharing and networking. If you haven't registered yet (why not?) please check out all the details now and do sign up soon!

    *************************************


    ST TRAINING SOLUTIONS
    WORKSHOPS COMING SOON!

    10 April
    Rebecca Morgan's Calming Upset Customers

    11 April
    Heather Hansen
    Speak Up Successfully
    Make a positive impression with effective language and pronunciation

    29 April
    Heather Hansen
    Sharpen Your Interpersonal Skills

    30 April
    Al Argo
    Personal Effectiveness for Secretaries
    and Support Staff

    21 May
    Alison Lester
    Creativity at Work

    22 May
    Shirley Taylor
    Energise Your E-mail Writing Skills

    23 May
    Shirley Taylor and Ricky Lien
    Dealing with Difficult People

    28 May
    Brenda Bence
    Smarter Marketing without Breaking the Bank

    29 May
    Brenda Bence
    How to Craft Your Personal Brand at Work

    For registrations and enquiries, please contact Shamee on 6838 1069 or 90265292.


    See our 2008 Training Calendar
    here
    .

    *************************************

    TIP OF THE MONTH

    Many thanks to Rebecca Morgan for our Tip of the Month. It's actually rather a lot of tips to help you deal with upset customers. You can find more tips from Rebecca here.

    1. Don't take it personally.
    Don't take upset customers' rantings and ravings personally. Don't get emotionally hooked. When you let him or her "push your buttons", you lose. When you respond emotionally - with anger, sarcasm, upset, tears - you can't respond rationally. He wants to upset you because he thinks you'll give him what he wants to get rid of him.

    2. Challenge yourself.
    Make it a game or challenge to see how many upset customers you can turn around. See if you can get them to be reasonable.

    3. Look for gifts.
    Look for the "gifts" upset customers offer you. These gifts are what they can teach you about dealing with ugly human behavior. The better you deal with them, the fewer upset people you'll have in your life. They'll see through your body language and composure that you are confident you can find a solution without getting rattled.

    4. Understand upset customers.
    Understand that obnoxious customers are often embarrassed because they made a mistake and want to blame it on you.

    5. Be professional.
    Respond by being reasonable, firm, pleasant, mature, and professional to show them that you're going to do what you think is right no matter how obnoxious they get. They think that being rude is the only way to get action.

    6. Don't give away the store.
    Don't give away the store to shut her up. That rewards her behaviour and teaches her, and others, that acting belligerently is the way to get what she wants.

    7. Show respect.
    Remind yourself that this abusive person must really have problems if this is how he treats others. He doesn't respect himself so he doesn't show respect for others. He doesn't know what you know about how to get people to do what you want - happily.

    *************************************

    Find out more here about Rebecca's 10 April workshop
    "Calming Upset Customers".

    Quick Links...

    ST Training Solutions brand NEW website

    ASSAP 2008 website

    STTS workshops

    STTS 2008 Training Calendar

    Photos from STTS workshops

    STTS HR Training Forum in January 2008

    Shirley's personal photo gallery



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