RealAudio by The CHANGE AGENT: Patti Hathaway, CSP - overcoming resistance to change

"It continues to be a pleasure working with you ...your presentations over the last 7 months were strong, professional and have captivated the 1,100 employees who have attended your programs. We are very pleased with the outcome of your program. Your experience and presentation effectiveness is powerful, meaningful and very timely. Your unique perspective and strong passion for customer loyalty is extremely motivating."
-Debra A. Ball, M.S., Ed, CHES Training and Development Director

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Audio Excerpts from Change Management Programs:
"Patti’s Unique Approach to Change" (7.40 minutes)
"Are You Sitting Down?" (2:50 minutes)
"Mourning the Past" (2.58 minutes)
"Job Security Fears" (4.30 minutes)
"Our Natural Reactions to Change" (13.35 minutes)
"Radio Interview on Forgiveness" (part 1) (0.39 minutes)
"Radio Interview on Forgiveness" (part 2) (7.18 minutes)
"Radio Interview on Forgiveness" (part 3) (9.12 minutes)

Audio Excerpts from Customer Service and Communication Programs:
"Patti’s Unique Approach to Customer Service" (7.49 Minutes)
"Customers Reflect Your Attitude" (2.35 minutes)
"Typical Reactions to Complaints and Criticism" (5.50 Minutes)
"Fog, Don’t Flog Your Critics" (9.51Minutes)
"The Problem with Information Assumption" (5.46 minutes)

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© Copyright 1999 The CHANGE AGENT. Patti Hathaway, CSP, 1016 Woodglen Road, Westerville, Ohio 43081. Phone: (614) 523-3633 Toll Free: (800) 339-0973 Fax: (614) 523-3515. Comments about this site? Please send mail to Patti Hathaway.