Since 1988, Phillip Van Hooser has spoken, written and consulted on leadership and customer service issues worldwide. From his experience as a manager for Fortune 500 heavy manufacturing and consumer products companies and a director for a locally owned community bank, Phil knows firsthand the methods that equip executives and managers to lead their people more effectively and serve their customers more successfully.

Phil's popular customer service book, Willie's Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty, and his management training system, "The Leadership Journey," have been used by corporations across the U.S. to help their people become more successful leaders and service professionals.

Phil's 800 plus clients and their unique organizational circumstances have afforded him a diverse array of leadership and customer service case studies from which to learn. Van Hooser wraps this multi-layer experience into customized keynote presentations, training courses and personalized coaching sessions for his clients -- and when his strategies are implemented, organizations and individuals:

• experience lower turnover rates and higher productivity
• enjoy improved management/employee relations
• crystallize organizational vision into action
• manage change efficiently and maximize the opportunities it brings
• understand how to motivate today's "new breed" of employee
• communicate successfully with co-workers, superiors and customers
• develop a renewed spirit for serving their employees and customers

Each year, Phil teaches thousands of executives and managers how to become the leader to take their organizations to new levels of success and profitability. His domestic and international audiences include P&G Pharmaceuticals, BlueCross BlueShield, Lockheed Martin, KPMG, Verizon, Wells Fargo and El Nacional.

A longtime member of the National Speakers Association, Phil has earned NSA's Certified Speaking Professional designation and he currently serves as President of NSA. A member of the Speaker Hall of Fame, Phil resides in Princeton, Kentucky.

• Transformational Leadership - Competitive, growth-oriented businesses require multi-faceted leaders who generate profits while improving employee performance and retention. Through real-life examples and cutting edge discussions, Phil offers executives and managers practical strategies that will transform the way they solve complex leadership issues.
  
  Content areas:
  • Equipping leaders to empower their people
  • Managing change and maximizing the opportunities change brings
  • Making and communicating difficult decisions
  • Motivating today's new breed of employee
  • Managing conflict and confrontation with positive results
  
  
• Commandments for Leaders - In a nationwide survey, employees were asked one question: "What one practical concept does your manager need to know about leading people?" Hundreds of responses yielded these critical concepts every executive and manager who wants to be taken seriously as a leader should understand and practice.
  
  Content areas:
  • The critical link between relationship-building with employees and leadership success
  • The correlation between emotional self-control and leadership effectiveness
  • Two facts about employee motivation
  • Finding opportunities to reward employee behavior, encourage risk and invite dissent
  • Three step formula for earning respect as a leader
  
  
• Cardinal Sins of Leadership - While titles and positions may give the appearance of great leadership ability, research shows that a leader's ability and success is measured against much different criteria. This discussion will lead executives and managers to assess their leadership approaches for actions which may be sabotaging their overall effectiveness. Discussion will also present strategies for breaking negative, counter-productive behaviors and implementing successful approaches for leadership growth and success.
  
  Content areas:
  • Common behaviors that impede leadership effectiveness
  • Evaluation of leadership tendencies and behaviors to determine areas for improvement
  • Strategies for correcting negative leadership behaviors
  
  
• We Need to Talk: Building Trust When Communicating Gets Critical - All facets of organizational operations are impacted, positively or negatively, by the ability to communicate. This presentation will include a discussion of the critical differences between "talking down to," "talking about," "talking around," and "talking with" others. Also the value and benefits of truthfulness in all communications will be discussed. A six step model for successful one-on-one communication will be presented.
  
  Content areas:
  • Behaviors that negatively impact communications success
  • Six step process for improving communications outcomes inside or outside the organization
  • Truthfulness -- why it is the most important element of successful communications
  
  
• Building Work Teams that Work - Finding, evaluating and directing talented individuals is one thing; getting them all to work together is tougher still. This presentation helps executives and managers understand the process of building and leading effective teams.
  
  Content areas:
  • Understanding the impact of authority on team building
  • Groups, mobs, teams: understanding the differences
  • Six levels of empowerment
  • Overcoming the barrier of confrontation
  • Indications that team problems exist
  • Anticipating and resolving team building concerns
  
  
• 6 Secrets of Service Professionalism - Successful business leaders recognize the critical connection between service performance and bottom line profitability. When these six service techniques are applied to their own enterprises, executives, managers and frontline staff find performance and profitability are boosted while loyal customer relationships are built.
  
  Content areas:
  • The critical difference between "service provider" and "service professional"
  • Characteristics of customer-focused professionals
  • Six strategies for immediate customer service improvement
  • Strategies for building your professional image