GNYADA 2018-2019 Education Book

SUCCESSFUL COMMUNICATIONS Fine-tune your techniques to become a better communicator

TRANSFORM MANAGEMENT SKILLS INTO LEADERSHIP SKILLS Move from being a boss to a coach who gets results

Wednesday, March 13, 2019

DATE

TIME 10:00am - 4:00pm InsTrucTor Mark Rodriguez, Auto Client Care, Inc.

Tuesday, March 19, 2019

DATE

TIME 10:00am - 1:00pm InsTrucTor Bill McAndrews, William D. McAndrews & Associates

MEMBEr FEE $175.00 non-MEMBEr $300.00

MEMBEr FEE $120.00 non-MEMBEr $200.00

Identify caller communication styles and select the best words and phrases to build rapport with your customers.

Learn to adapt to change, navigate conflicts, and motivate your people.

Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.

Learn the key components to become an engaging manager that creates confident, inspired, empowered, and enthusiastic teams. Learn to further en- hance the skills that brought you into this position and become the manager that your employees need and want.

Attendees will learn how to:

n Identify types of sales opportunities and how they’re similar n Develop trust, confidence, and rapport in the engagement stage n Outline questioning techniques and sharpen listening skills n Position the solution in a positive way from the customer’s perspective

Participants will learn how to:

n Effectively hold employees accountable for their actions n Meet the diverse needs of all teammembers with proven communication techniques

n Reach the commitment level of the call and close the sale

Motivate people

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INFORMATION SECURITY GUIDELINES FOR AUTOMOTIVE DEALERSHIPS Establishing and maintaining information security is a journey, not a destination

n Anticipate and resolve conflict situations

n Use delegation to increase productivity and individual growth

Thursday, March 14, 2019

DATE

TIME 10:00am - 1:00pm InsTrucTor Judy Vann Karstadt, JV Solutions LLC

MEMBEr FEE $120.00 non-MEMBEr $200.00

Learn the best practices for building your dealership’s security plan.

The Federal Trade Commission requires franchised automobile dealers to im- plement a Written Customer Information Security Program and an Identity Theft Prevention Program under the direction of an appointed Corporate Compliance Officer and to update their program (annually at a minimum). If you are responsible for the security of your dealership’s data, and your cus- tomer’s data, then this seminar is for you. This seminar will teach you the steps to secure your business data and will cover the mandated policies and procedures you should be following.

OSHA Compliance Seminar March 13, 2019

This information-packed seminar will provide deal- ers with a comprehensive update on the latest OSHA requirements and discuss strategies to suc- cessfully meet these stringent standards in the ever-changing workplace environment.

During this session, participants will learn to:

What the common risk areas are

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n Key data security plan considerations

n How to identify and quantify your data risk areas n How to best adhere to finance regulations n What you can and can’t do with customer information n A formal program to ensure the security of customer information

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c e n t e r f o r a u t o m o t i v e e d u c a t i o n & t r a i n i n g / w h i t e s t o n e , q u e e n s / g n y a d a . c o m / e d u c a t i o n