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Event Itinerary

Tuesday, March 2, 2010

9:00 am – 9:30 am

Registration, Lobby Coffee Bar, drinks, assorted fruits & pastries

9:30 am – 9:40 am

Welcome & Introduction to the Conference: Helen Johnson

9:40 am – 9:50 am

Welcome to the University: Dr. Inessa Levi, Provost, Columbus State University

9:50 am – 10:30 am

Virginia Ann Holman, Group Executive, Global Corporate Marketing and Communications, TSYS TOPIC: "The Art of Communication and Unintended Consequences"

10:30 am – 10:50 am

Networking BREAK

10:50 am – 11:30 am

Deborah Williams Havert, Six Seconds Emotional Intelligence Network TOPIC: "Leading with Relational Power"

11:30 am – 1:00 pm

Luncheon Program & Keynote Claire Shipman, Senior National Correspondent, ABC News and Author TOPIC: “Womenomics”

1:00 pm – 1:30 pm

Networking BREAK; Book Signing by Claire Shipman

1:30 pm – 2:20 pm

Felicia L. Hamilton, Success Strategist, Coach & Trainer TOPIC: “Real Women Wear Stilettos’

2:20 pm – 3:10 pm

Debbie Frame, The Leadership Essentials Group TOPIC: “5 Things You Must Master to be a Great Leader’’

3:10 pm – 3:30 pm

Networking BREAK

3:30 pm – 4:20 pm

Jenny Lynn Buntin, Former Aide to First Lady Laura Bush TOPIC: "Connecting by Displaying Honor in a Corporate Culture"

4:30 pm – 5:30 pm

Margaritaville! Reception


Event Itinerary

Wednesday, March 3, 2010

8:00 am – 8:20 am

Doors Open, Breakfast

8:20 am – 8:30 am

Welcome: Gina Sheeks

8:30 am - 9:15 am

Breakfast Program Introduced by: Lauren Mescon Dr. Tim Mescon, President, Columbus State University

9:15 am – 9:45 am

Networking BREAK

9:45 am - 10:30 am

Michele Shoda Velcheck, CEO, Solid Source Realty, Inc. TOPIC: “Forward Thinking Customer Service”

10:30 am -11:15 am

Kathy Cox, State Superintendent of Schools for the State of Georgia TOPIC: "Education…The Leadership Advantage”

11:15 am -11:30 am

Break

11:30 am - 1:00 pm

Lunch & Keynote Jane Jenkins Herlong, Down Home Principles, Uptown Humor TOPIC: "Bury Me With My Pearls: How to Be Your Eulogy."


Virginia Ann Holman   

Group Executive, Global Marketing and Corporate Communications Virginia is a 14-year veteran of TSYS, one of the world’s largest companies for outsourced payment services enabling currency for a new generation. TSYS provides electronic payments services to more than 300 clients in 75 countries and serves half of the top 20 global banks. TSYS settles an average of $4b USD a day or 13b transactions a year and has some 8000 team members. Virginia is responsible for the global brand positioning, internal communications, media and investor communications, corporate publications and events, design, market research and product marketing. Her team works closely with TSYS strategic lines of business to create its “go-to-market” strategy. Prior to joining TSYS, she served in marketing and communications roles in commercial real estate development, property management and non-profit sectors. She holds undergraduate and masters degrees, from Wesleyan College in Macon, GA and Georgia State University in Atlanta, respectively. Virginia serves on numerous community boards, has served on the Board of the Columbus Chamber of Commerce, and is a member of Leadership Georgia and the Rotary Club of Columbus.

Topic: ‘The Art of Communication and Unintended Consequences’

      Some leaders are born women! ccld.colstate.edu


Notes:  

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Some leaders are born women! ccld.colstate.edu


Deborah Williams Havert   

Six Seconds, The Emotional Intelligence Network Deborah Williams Havert is an Emotional Intelligence Master Practitioner who focuses on educational communities, not-for-profit organizations, and families. Currently an EQ practitioner, she has been in the field of education for over thirty years as an administrator, teacher, and trainer. Ms. Havert was trained by the premier global emotional intelligence training organization—Six Seconds Emotional Intelligence Network in San Mateo, California. She is trained and qualified to administer the SEI Six Seconds Emotional Intelligence Assessment. Ms. Havert has facilitated interaction among the various constituencies in educational communities by providing training and coaching to students, teachers, parents, and counselors. She has worked with school and college faculties on “best practices” of teaching, trained school students and adults on conflict resolution strategies and emotional intelligence competencies, and coached middle and upper school students on goal-setting and strategies for optimum learning. Her work as a playwright, composer, and creative dramatics instructor has touched upon themes of "building bridges to humanity," leadership of women," "visions of the future," "biodiversity," and "lifelong learning." Additionally, Ms. Havert has written a study skills booklet, “Study Skills/Organizational Skills or What Happened to My ThreeRing Binder?” which enumerates various strategies for learning. She has taught study skills at schools in the Houston area. In 2005, Ms. Havert presented “Theater of EQ” at the global NexusEQ Conference in The Netherlands. She integrated her expertise in drama and music with the eight core competencies of emotional intelligence. Ms. Havert’s presentation style is a balance of research, personal anecdotes, strategies, and plenty of audience participation. She challenges people to envision greater possibilities in understanding for themselves and others. Topic: ‘Leading with Relation Power’

Some leaders are born women! ccld.colstate.edu


Six Seconds EQ Model

Six Seconds

Leading With Relational Power

© Six Seconds

Deborah Williams Havert

© Six Seconds

The only world-wide EQ company

Learn. Connect. Achieve.

© Six Seconds

“I think, at a child's birth, if a mother could ask a fairy godmother to endow it with the most useful gift, that gift should be curiosity.” ---Eleanor Roosevelt

©Six Seconds

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Six Seconds EQ Model

Using Our Curiosity… • What do leaders need to have “relational power?”

© Six Seconds

• How does the Six Seconds’ Model of EQ competencies help build “relational power?”

© Six Seconds

Wasn’t Paying Attention

“Emotional intelligence isn't a luxury you can dispense with in tough times. It's a basic tool that, deployed with finesse, is the key to professional success.”

© Six Seconds

Harvard Business Review, “Breakthrough Ideas for Tomorrow's Business Agenda,” April 2003

©Six Seconds

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Six Seconds EQ Model

Top Issues People/ Relational 76%

Financial/ Technical 24%

Source: Workplace Issues 2007, Six Seconds (www.6seconds.org)

© Six Seconds

The “soft stuff” seems to be 3 times harder

What did it feel like to be with her/him? What did s/he do to make these feelings occur?

© Six Seconds

Someone Who Brought Out My Best

A Tale of Two Leaders Inventor and Owner of Science Lab

© Six Seconds

CEO of a Technology Brokerage

©Six Seconds

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Six Seconds EQ Model

What makes “star” performers? Emotional Intelligence Achievement Motivation Impact and Influence Self-Confidence Teamwork and Cooperation Organizational Awareness Empathy International Flexibility

Analytical Thinking Conceptual Thinking Information Seeking

© Six Seconds

Cognitive Intelligence

© Six Seconds

At the Heart of Performance and Leadership

© Six Seconds

“All learning has an emotional base.” - Plato

©Six Seconds

4


Six Seconds EQ Model

EQ Performance Chain ?? ?? You Feel

Managers Feel

Employees Feel

Public Feels

© Six Seconds

??

The Six Seconds Definition Emotional intelligence is the capacity to blend thinking and feeling to make optimal decisions — which is key to having a successful relationship with yourself and others.

© Six Seconds

It is being smart about feelings!

The Six Seconds EQ Model Know Yourself Clearly seeing what you feel and do. Emotions are data, and these competencies allow you to accurately collect that information.

Give Yourself Doing it for a reason. These competencies help you put your vision and mission into action so you lead on purpose and with full integrity.

©Six Seconds

© Six Seconds

Choose Yourself Doing what you mean to do. Instead of reacting “on autopilot,” these competencies allow you to proactively respond.

5


© Six Seconds

Six Seconds EQ Model

EQ Applications

Team Building

Recruitment

Change

Performance Management

© Six Seconds

Leadership

© Six Seconds

The Smile Hat

©Six Seconds

6


Six Seconds EQ Model

Yes, But Is There Evidence? • L’Oreal increased profits by over $2.5 million by using EQ to hire effective salespeople • American Express Financial Advisors yielded a gain of over 2% in sales from a 2-day training

© Six Seconds

• MetLife selected people on the basis of their optimism and optimists outsold other MetLife salespeople by 37%

• Emotions are Important Data • Emotions are Contagious! • Thinking AND Feeling Blended Make for Better Decision-Making • Modeling the Navigating of Emotions, Increasing Empathy, and Pursuing a Noble Goal Makes for Relational Power • Detailed Gratitude Is Essential to Teams That Work

© Six Seconds

What Leaders With Relational Power Know,Choose,and Give

Performance Chain More Positive Customers

More & Better Work

More Useful Feelings In Teams

Higher EQ Leader

©Six Seconds

© Six Seconds

Better People Decisions & Self Management

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Six Seconds EQ Model

© Six Seconds

EQ Into Action

© Six Seconds

New Patterns Can Be Fun!

“They may forget what you said, but they will never forget how you made them feel.”

© Six Seconds

---Carl W. Buechner

©Six Seconds

8


Notes: __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________   

Some leaders are born women! ccld.colstate.edu


Claire Shipman     

Senior National Correspondent, ABC News & Author    

Claire Shipman serves as senior national correspondent and substitute anchor for ABC News' Good Morning America. She also contributes to ABC's World News and This Week. She is the co-author, with Katty Kay, of The New York Times best-seller, Womenomics: The Workplace Revolution That Will Change Your Life (2009). The book addresses how today's women's management style is ideally suited for the 21st century business world as it produces more profitable companies with happier employees. They also discuss how women can use this power to get what they really want - more time and freedom in their jobs without falling off the professional ladder. Prior to joining ABC News in 2001, Shipman served as White House correspondent for NBC News where she regularly reported on presidential policy and politics for NBC Nightly News and the Today show. Through her on-the-ground reporting during the 2000 presidential campaign, Shipman broke many big election stories. On the Today show, she conducted the first televised interview with then Vice President Al Gore in the wake of his campaign finance troubles. She was the first to report that Gore would name Sen. Joseph Lieberman as his running mate and in December 2000, she was the first to report on the Florida Supreme Court's decision to allow a recount of contested ballots.

Some leaders are born women! ccld.colstate.edu


Before moving to NBC News, Shipman worked at CNN for a decade. During that time she gained widespread recognition for her White House press coverage. Shipman also spent five years at CNN's Moscow bureau, where she won international praise for her coverage of Boris Yeltsin's 1993 assault on the Russian Parliament building. Shipman's Moscow reporting helped CNN earn a National Headliners Award and her coverage of the aborted Soviet coup and 1991 collapse of the Soviet Union won the network a coveted Peabody Award. She also received a Dupont Award and an Emmy as one of the key contributors to CNN's coverage of the 1989 Tiananmen Square student uprising, as well as a Dupont Award for CNN's coverage of the 1995 Oklahoma City bombing. She lives in Washington, DC with her husband and children. Topic: ‘Womenomics: Write Your Own Rules for Success’

Some leaders are born women! ccld.colstate.edu


Notes: __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________

Some leaders are born women! ccld.colstate.edu


Felicia L. Hamilton     

Success Strategist, Coach & Trainer

Felicia is a visionary who through her ability to see past the obvious is able to extract the “WOW” factor out of people and organizations in order to guide them towards amazing results. As a sought after speaker/trainer, Felicia has scaled the country motivating people to live their best life. Not only does she have the ability to see something in others that they do not see but she has become the catalyst for transforming individuals and groups’ ordinary attitudes into extraordinary results. Felicia speaks from authority on topics such as mindset development, overcoming fear, accessing inner strength, acceptance, and commitment to change. Her own life reads like a novel when it comes to poverty, homelessness, self-defeating activities, bankruptcy and divorce. And all of these challenges occurred before she was the age of 32. Felicia realized that in order to achieve externally she was going to have to re-wire herself internally. Just that realization set off a chain of events worthy of saying “WOW!!!” Her books and cds include CHOSEN, When You Decide To Prosper, & Real Women Wear Stilettos, It’s Time & Turn Your Why Into WOW! Her revolutionary training program Unleashing The WOW Within!! is sweeping the globe.

Topic: ‘Real Women Wear Stilettos’

        Some leaders are born women! ccld.colstate.edu


Notes: __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________      

Some leaders are born women! ccld.colstate.edu


Debbie Frame   

The Leadership Essentials Group    Debbie Frame is the founder and president of The Leadership Essentials™ Group and has been coaching since the late eighties. Trained as a coach during her almost 20 year corporate tenure, Debbie integrated coaching executives, managers and supervisors with a demanding aerospace manufacturing management position at a Fortune 10 company. Debbie has had a private coaching practice since 1997, coaching executives, entrepreneurs and professionals. Debbie and The Leadership Essentials Group focus on: Leadership coaching for teams, leadership development for new and experienced executives and leadership development for new managers. Her corporate experience is in operations with extensive training and coaching focus in: leadership development and competencies, organizational design, operations management, conflict management, process improvement and problem solving. No stranger to profit and loss, Debbie has had up to $400MM of P&L experience and people responsibility in both union and non-union environments. Very involved in the coaching field over the last years, Debbie is the former President of Coach U (the largest coach training organization in the world). She holds a B.A. as well as the designation of Master Certified Coach from the International Coach Federation. She also holds a Six Sigma Greenbelt Certificate from Villanova University. Debbie is a published author of numerous articles on leadership development and coaching in several professional journals.

Topic: ‘5 Things You Must Master to be a Great Leader’

Some leaders are born women! ccld.colstate.edu


Debbie Frame, MCC The Leadership Essentials Group www.TheLeadershipEssentialsGroup.com

 #1

Confidence in and ownership of - your strengths

Copyright© The Leadership Essentials Group, 2010

Know your strengths  Grow your strengths  Leverage your strengths 

Own your strengths - you have a responsibility to use them

Copyright© The Leadership Essentials Group, 2010

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It starts here…. Now  Partner with the person next to you  Write down your 3 top strengths and share them with the person next to you  Also share examples of how you leverage your strengths  Suggest to your partner how she could leverage her strengths even more! 

Copyright© The Leadership Essentials Group, 2010



Debrief  What did it do for you to write the strengths

down and then have to talk about them to someone?  Are there more opportunities to leverage them?  What is your commitment to own and leverage your strengths?

Copyright© The Leadership Essentials Group, 2010

 #2

Telling the truth- even when the truth is ugly

Copyright© The Leadership Essentials Group, 2010

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If you don’t know, say so If you don’t know find out… then follow up If it is good/bad or ugly- tell the truth Keep your word Integrity

You ARE your word and the truth you speak. You won’t get a 2nd chance! Copyright© The Leadership Essentials Group, 2010

  





It starts here…. Now Partner with the person next to you Write down what truth you need to tell your boss, an employee, a peer, a supplier…. And share with the person next to you Make the commitment to your partner regarding what you are going to say and when Take down your partner’s email and email them when you have completed this

Copyright© The Leadership Essentials Group, 2010



Debrief  How many of you have TRUTHS you have

been postponing sharing?  How many of you have someone you want

to seek the truth from?  What happens when you decide to tell the

truth?

Copyright© The Leadership Essentials Group, 2010

3


Measure what you value  Value what you measure  Measure wisely, measure well 

You and your organization will only do and prioritize what you measure Copyright© The Leadership Essentials Group, 2010

Quint Studer talks about 5 measurements

People Service Quality

• • • • •

People Service Quality Growth Financial

• Growth • Financial

Copyright© The Leadership Essentials Group, 2010

•What People you do Service •How Quality you do it Copyright© The Leadership Essentials Group, 2010

4


People are your business. They are your foundation that provide the service and build in the quality  Groups of 3 talk about measuring the people piece 

 When measuring HOW your people do their

work what are the three most critical characteristics or attributes you want your team to have

Copyright© The Leadership Essentials Group, 2010



Debrief  Why is the HOW people do their work so

important?  Why is measuring the right thing so

important for a leader?  What happens when you measure too many

things?

Copyright© The Leadership Essentials Group, 2010

  



Listen for what is being said and not being said Focus when you listen Challenge your thoughts and seek information, expertise and wisdom from others Surround yourself with the best to whom you can listen

Never be satisfied with just what YOU know Copyright© The Leadership Essentials Group, 2010

5


How good a listener are you?  Let’s find out 

Copyright© The Leadership Essentials Group, 2010



Debrief  What are some of potential impacts if a

leader does not listen?

Copyright© The Leadership Essentials Group, 2010

Managing Executing

Visioning Sharing

Copyright© The Leadership Essentials Group, 2010

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Leaders must move from the tactical to visioning  Execution can get you to a place… but you have to have the vision and the place to go 

Copyright© The Leadership Essentials Group, 2010



What do you need to be able to create the vision?  Knowledge…. of what?  Understanding….. of what?  Willingness to let go….of what?  Willingness to accept….what?

Copyright© The Leadership Essentials Group, 2010



What do you need to be able to share the vision?  Belief in ….?  Communicate in a way that allows people

to…..?

Copyright© The Leadership Essentials Group, 2010

7


Putting it all together Confidence

Visioning

Listening

Truth

Measurement

CopyrightŠ The Leadership Essentials Group, 2010

8


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Some leaders are born women! ccld.colstate.edu


Jenny Lynn Buntin   

Former Aide to First Lady Laura Bush Jenny Lynn Buntin served in Washington, DC, as a political appointee in the administration of President George W. Bush. Her assignments from 2005-2009 included positions supporting officials at the White House, the U. S. Department of State and the United States House of Representatives. During her tenure at the Department of State, she was a Senior Outreach Protocol Officer and helped lead the newly-established Outreach Initiative directed by Ambassador Nancy G. Brinker, United States Chief of Protocol. The Outreach Initiative provided opportunities for Ambassadors to the United States to “Experience America” through an innovative program designed to facilitate relationships with business, government, and cultural sectors across the United States. Additionally, she formulated and executed official functions and programs hosted by the Secretary of State, the Chief of Protocol, and other high-level Department officials while implementing the priorities of the agenda of the President and the Secretary of State. Prior to her assignment at the Department of State, Jenny Lynn served in the White House as the Deputy Associate Director of Scheduling and Advance in the Office of the First Lady, Laura Bush. In this capacity, she was responsible for the coordination of the hundreds of events in which Mrs. Bush participated annually, both domestically and internationally. Jenny Lynn also traveled to the Middle East, Europe, and Africa, as well as domestically, to support negotiations for official delegation visits of the President, First Lady, and members of the Cabinet. Prior to her service in the Bush Administration, Jenny Lynn served as scheduler for Congressman Nathan Deal from her home state of Georgia. Jenny Lynn graduated with honors from the University of Mississippi with a BBA in Marketing in 2004. She is currently participating in theological training at Bethel School of Ministry in Redding, California. Topic: ‘Connecting by Displaying Honor in a Corporate Culture’    

Some leaders are born women! ccld.colstate.edu


2/25/2010

Connecting by Displaying Honor in the Corporate Culture

Questions What is Honor? Why is Honor Important? As a Leader, How Can I Display Honor In My Sphere of Influence?

What is Honor? Definition: To value, to appreciate, to esteem, to favorably regard, to respect.  Dishonor: to treat as common

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2/25/2010

“ Honor is never the performance of an hour, but the outflow and overflow of our lives. It is not something that we simply show, it is something that we are.” -Bill Johnson

Why is Honor Important?  It compels us to focus on others rather than ourselves.  “Principle of honor states: that when we accurately acknowledge who people are, we position ourselves to give them what they deserve and in return receive the gift of who they are in our lives.” -Danny Silk

The Way We Get By

2


2/25/2010

Honor Has a Great Return on Its Investment  When we are willing to invest in honor in secret it will be rewarded in public.

Ambassador Nancy G. Brinker Former Ambassador to Hungary and the Former U.S. Chief of Protocol Founder and Chief Executive Officer of Susan G. Komen for the Cure Time Magazine’s 100 Most Influential People in 2008 2009 Presidential Medal of Freedom Recipient Appointed Goodwill Ambassador for Cancer Control for the United Nations’ World Health Organization

Honor creates an environment of unity, loyalty and hope. In that type of environment, lives are changed and everything flourishes.

3


2/25/2010

3. What Can I Practically Do as a Leader to Display Honor in My Sphere of Influence?

Change the Way You Think

 “Leadership is more about what you think than about what you do. What you think will ultimately dictate what you do.”

Stay Focused and Positive  “We don’t need a new set of circumstances. We just need a new set of beliefs.”  “When life hands you lemons make pomegranate juice.” Refuse to simply take what you have been given and make the most out of it. Choose to take what you have been given and make it better.

4


2/25/2010

Speak Life: The Power of Life and Death is in the Tongue

Be Yourself and Empower Those Around You  “Our greatest fear is not that we are inadequate, but that we are powerful beyond measure. It is our light, not our darkness, that frightens us. We ask ourselves, who am I to be brilliant, gorgeous, handsome, talented, and fabulous? Actually, who are you not to be? You are a child of God. Your playing small does not serve the world. There is nothing enlightened about shrinking so that other people won't feel insecure around you. We were born to make manifest the glory of God within us. It is not just in some; it is in everyone. And, as we let our own light shine, we unconsciously give other people permission to do the same. As we are liberated from our fear, our presence automatically liberates others.” – Marianne Williamson

Practical Tools for Empowering Others:  Stewardship:  “The difference between a good leader and a great leader is the way that one chooses to steward faithfully what has been entrusted to them.”

 Be Confident in your Personal Destiny: 

“I can’t have your destiny, but I can fail to fulfill mine as long as I am envying yours.”

 “Raise up those that work for you to be great and do not worry or be threatened by the idea that your employees exploits may supercede yours.”

 Encourage people to stand in their greatness:  Honor always seeks to exalt the other person.

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2/25/2010

Persevere: Remain Relentless in Pursuing your Vision

Seek to Find a Way to Make the Impossible Possible

At some point, you will find yourself in a situation that you did not plan for…whether good or bad…always be prepared!

6


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Some leaders are born women! ccld.colstate.edu


Dr. Timothy Mescon     

President, Columbus State University Dr. Timothy S. Mescon is the fourth president of Columbus State. He assumed that responsibility in August 2008. Currently he serves as a trustee at the RiverCenter for the Performing Arts, a member of the boards of the United Way of the Chattahoochee Valley, the Boy Scouts of America- Chattahoochee Council and the Fort Benning Futures Partnership Board. Previously, for 18 years, Mescon was dean at the Michael J. Coles College of Business at Kennesaw State University in metropolitan Atlanta, where he held the Tony and Jack Dinos Eminent Scholar Chair of Entrepreneurship. Dr. Mescon is the author of more than 200 articles and cases and has co-authored four books, his latest, Entrepreneurship: Venture Initiation, Management and Development which was published in 2008. Additionally, he has co-authored an audiotape series entitled Management Excellence for Nightingale-Conant. Mescon sits on the Accreditation Quality Committee for the Association to Advance Collegiate Schools of Business (AACSB). Dr. Mescon received his Ph.D. from the University of Georgia, MBA from Southern Methodist University and B.A. from Tulane University. He has served on the faculties of Arizona State University and the University of Miami. He was founding dean of the Frank Perdue School of Business at Salisbury University in Maryland. He serves on the Advisory Board of the Kingston University (U.K.) School of Business and Law. Additionally, Dr. Mescon has served as a Visiting Lecturer at the University of Aston in Birmingham, England and Nanjing University in China and as a Visiting Fellow at The Hebrew University in Jerusalem. Dr. Mescon is married to Lauren, and they have four children: William, Preston, Abbie and David.

Some leaders are born women! ccld.colstate.edu


Notes: __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________   

Some leaders are born women! ccld.colstate.edu


Michele Velcheck   

CEO, Solid Source Realty, Inc. Michele Velcheck was born and raised in Georgia, where she resided until joining the Army in 1984. She was a Military Police Officer stationed at White Sands Missile Range, New Mexico and attended New Mexico State University during her time of service. Upon tour of duty completion, Michele returned to Georgia and finished a BA degree in Management at Kennesaw State University. Pfizer Pharmaceuticals and C.R. Bard Surgical were the two corporations in which Michele held sales positions from 1991 – 1997. In 1992, she started investing in real estate and has participated in buying, renovating, renting and selling homes ever since. In January of 2003, Michele founded Solid Source Realty, Inc. and in 2008, Solid Source Realty GA. The firms collectively have grown exponentially to over 2900 real estate agents! The philosophy of Solid Source is centered on servant leadership. The culture includes showing genuine appreciation to our client, real estate agents, in every way possible, including advanced technology tools, aggressive commission plans, customizable marketing materials and providing “Profit from the Partnership” programs for discounts and special services for Agents from national vendors. Solid Source Realty was given the #1 2006 PACESETTER Award from the Atlanta Business Chronicle for being the fastest growing privately held Atlanta-based firm and maintained the pace to also place #5 in 2007, #4 in 2008 and #11 in 2009. Solid Source also received the honor in 2006, 2007, 2008 and 2009 for being #1 in Atlanta’s 10 Fastest-Growing Women-Owned Firms from the Atlanta Business Chronicle. The company was featured on CNN Headline News / Pulse on America in June of 2007 and Forbes Magazine in January of 2008 for being the first paperless real estate office in the country. Since 2008, Solid Source has provided a meal program daily for 450+ orphans in Zambia, Africa. The growth and success of Solid Source is completely attributed to God’s favor and blessing. Topic: ‘Forward Thinking Customer Service’    

Some leaders are born women! ccld.colstate.edu


Forward Thinking Customer Service

Michele Velcheck CEO Solid Source Realty Copyright Solid Source Realty 2010 - 2015

Overview • Second Mile Service • Who is my customer? • Top 10 Take Away & Use Ideas

Copyright Solid Source Realty 2010 - 2015

How is my Customer Service?

Copyright Solid Source Realty 2010 - 2015

1


Really? Does my attitude display: “I love what I do” or “I need to make my mortgage this month”?

Copyright Solid Source Realty 2010 - 2015

• The average person is productive only when they feel like being productive. • Great entrepreneurs are productive regardless of how they “feel”.

Copyright Solid Source Realty 2010 - 2015

Second Mile Service First Mile: Am I doing ONLY completing the minimal service required to get paid?

Second Mile: Delivering more service than is required… It is in this second mile that recurring business and referrals are earned.

Copyright Solid Source Realty 2010 - 2015

2


Who is My Customer? Are consumers who purchase my goods or services my only customer?

Copyright Solid Source Realty 2010 - 2015

More Customers Customers are also: - employees - strategic partners

Copyright Solid Source Realty 2010 - 2015

Partnership Goals Vary at Different Levels of Success

New business? REPUTATION – Partnering with a well known industry name = instant credibility

Growing business? INCREASE AND RETENTION – Partnership helps keep you on the client’s mind

Established business? MAINTAIN REFERRAL RATE Show clients you are always working for them through value added services at no charge to you! Copyright Solid Source Realty 2010 - 2015

3


Who is the right Strategic Partner?

• Win – Win Relationships WORK • Show appreciation FREE of charge • Partner to give your clients discounts and ways to generate new business

• First question to consider….

What do you have to offer? Copyright Solid Source Realty 2010 - 2015

Employees * Can I make all employees happy all the time? * Take time to consider personality types – even mine!

Copyright Solid Source Realty 2010 - 2015

It’s All About the Atmosphere

• A relationship between business owners and customers should feel like a tropical environment. • Customers will return and refer friends if they feel safe and comfortable from the time they walk in until the time they leave.

Copyright Solid Source Realty 2010 - 2015

4


Take Away & Use • Top 10 Take Away and Use Suggestions on how to provide Second Mile Service… …on a BUDGET!!!

Copyright Solid Source Realty 2010 - 2015

How do YOU know, Michele?

Copyright Solid Source Realty 2010 - 2015

Copyright Solid Source Realty 2010 - 2015

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What NOT to do – the “Qin Shihuangdi” (pronounced chin shhr hwong dee)

Copyright Solid Source Realty 2010 - 2015

1. Choose Joy!

• Start every conversation with “thank you” or “I’m so sorry” • Choosing JOY every day

Copyright Solid Source Realty 2010 - 2015

2. Follow-up Email Examples • Nice meeting you • Excited about possibilities • Email your customers to ask about the experience at your place of business and how it could have been better. • Keep “at a girl” scrapbook file of nice emails/cards about your service on display in your office! Copyright Solid Source Realty 2010 - 2015

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3. Listen

Listening or waiting for your turn to talk?

Copyright Solid Source Realty 2010 - 2015

4. Think Again

• Before responding, take the time to thoughtfully consider the impact of the response.

This is a GREAT training exercise for the office staff!!

Copyright Solid Source Realty 2010 - 2015

5. Tell the TRUTH 24/7

Exaggerating not allowed

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6. Oil or Water in the Flame

• Commitment to Excellence In every business, “fires” are imminent - Staff member (or we) drop the ball - Improper expectations set - Commitment made and fell through Every team member carries two buckets at all times: Bucket #1: Gasoline to fuel the fire Bucket #2: Water to put the fire out Train ALL team members (even myself!) to use the bucket with water at ALL times to put the fire OUT!! Copyright Solid Source Realty 2010 - 2015

7. Forgive & Let it Go

• Forgive others • Forgive myself

Copyright Solid Source Realty 2010 - 2015

8. Second Mile Attitude

OR

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Read, read more‌.

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9. Second Mile Attire

Communicates: Appreciation Professionalism Knowledge Respect

Copyright Solid Source Realty 2010 - 2015

We Can Afford It!

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Why does McDonalds change the toy in the happy meal every week?

Copyright Solid Source Realty 2010 - 2015

10. Toy in the Happy Meal Philosophy

• What can you change weekly or monthly? – Recipe email – Candy of the month? – Air freshener? • Great for employee incentives for minimal cost – Keep moral up! Copyright Solid Source Realty 2010 - 2015

Copyright Solid Source Realty 2010 - 2015

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Copyright Solid Source Realty 2010 - 2015

Michele Velcheck CEO mvelcheck@solidsource.net O: 770.475.1130 ext. 7729

Copyright Solid Source Realty 2010 - 2015

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Some leaders are born women! ccld.colstate.edu


Kathy Cox   

Georgia’s State Superintendent of Schools Kathy Cox has been State Superintendent of Schools since 2003. Guided by the GaDOE’s Strategic Plan, she has overseen many improvements to public education in Georgia, including: ‐ The creation and implementation of the Georgia Performance Standards, a world-class curriculum that has received national recognition for its focus, rigor and clarity. ‐ A new set of graduation requirements, insuring that Georgia’s students graduate from high school ready for the 21st century world of higher education and work. ‐ A re-engineering of the state’s Career, Technical and Agricultural Education programs that help students develop job-ready skills in conjunction with a strong academic core of classes ‐ An increase in public school choice by expanding the number of charter schools in Georgia, overseeing the creation of career academies and implementing the state’s on-line learning portal, Georgia Virtual School. Superintendent Cox, working the State Board of Education, has led Georgia to continued improvement on almost every state and national educational measurement. Georgia students are, for the first time ever, scoring at the national average of portions of the National Assessment of Educational Progress (NAEP). Additionally, Georgia’s graduation rate has risen to its highest level. Superintendent Cox was a classroom teacher for 15 years and served two terms in the state legislature before being elected to the Georgia’s highest educational post in 2003. She was overwhelmingly re-elected in 2006. In September 2008, Superintendent Cox made national headlines by becoming the first contestant to win $1 million on Fox’s Are You Smarter than a 5th-Grader?. She used the money to create the “Go For It! Foundation,” which supports students attending Georgia’s three state schools. Title: “Education...The Leadership Advantage”   

Some leaders are born women! ccld.colstate.edu


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Some leaders are born women! ccld.colstate.edu


Jane Jenkins Herlong   

Down Home Principles, Uptown Humor Jane Jenkins Herlong could be poster child for anybody can do anything if he or she works hard enough. Jane came from a meager background and was literally the farmer’s daughter. Then early on she was informed she was dyslexic and labeled as not too pretty. She was told she’d never get accepted into college and couldn’t afford it anyway – and probably wouldn’t accomplish much in life. Yet, ironically, that may have been the best thing that ever happened to Jane because she proved every label wrong. With money earned from working in her father’s tomato fields and reward of an academic scholarship in hand, Jane graduated from Columbia College with a bachelor’s degree in sociology and, pursued graduate studies at The College of Charleston. From there, she went to win the title of Miss South Carolina and represented her state in the Miss America Pageant. And from then until now, Jane’s can-do attitude has inspired audiences scross the United States as she travels as a nationally known professional speaker, award-winning singer and recording artist, and published author. You will laugh as Jane shares down-home principles with uptown humor all the while motivating you to discover you niche in life and bolstering you with the confidence to achieve your goals and strive you absolute best.   Topic: ‘Bury Me with My Pearls: How to be Your Eulogy’

Some leaders are born women! ccld.colstate.edu


Notes: __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________  __________________________________________________________ __________________________________________________________ __________________________________________________________ 

Some leaders are born women! ccld.colstate.edu

2010 Women's Leadership Conference Program  

WLC 2010 Notebook Program

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