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You’ve witnessed how your knowledge of the Enneagram can improve relationships at work and in your personal life.
Now, learn how it can dramatically improve your sales success with

Wake Up and Sell

Catapult sales to a new level with this fascinating book written by Theresa Gale and Mary Anne Wampler, owners of Transform, Inc. The authors reveal the blinding sales challenges of each Enneagram style and share the solutions they’ve discovered in corporate America’s board rooms and training seminarsw during their collective 40 years of experience. Profound, precise, and invaluable, in less than an hour, you too, will be able to Wake Up and Sell.

Just $14.00 - Click Here to Purchase

 

Enneagram Resources

Click here for a list of great Enneagram resources

Create an organization of “Service Pros” and build a competitive advantage!

The Service Pro
Rick Tate & Josh Stroup

Overview: A comprehensive program targeting customer service IN’s and OUT’s, ideal for today’s competitive market. Program includes videos, stories, exercises, overheads, role-plays, and more for both managers and service personnel.

Key Benefits:

  • Build a sustainable, competitive advantage in your organization.
  • Teach your employees how to service your customers properly, at lightning speed.
  • Motivate your employees to make a sustainable commitment to your customers.

In short, The Service Pro provides the tools and techniques—and the all-important motivation—to raise service to levels that can give your organization a competitive edge.

Key Features:

  • Hard-hitting 1-day workshop for service personnel provides both the “why” it’s so important and the “how” training on key competencies.
  • Companion 1-day workshop for leaders is absolutely essential for managers who must understand the big picture and be able to align systems, support, and recognition to make superior service a competitive strategy.
  • Modular training design enables the trainer to adjust emphasis and work effectively within time constraints.

Description: The Service Pro combines knowledge of customer situations with the latest consumer research to explore better ways to service your customer. The Service Pro is a comprehensive program with everything you need to turn your customer service personnel in to “Service Pros” who truly care that their customers have a great experience. They are passionate about servicing their customers. They will earn repeat business . . . drive in valuable referrals . . . enhance your industry reputation.

Two different programs are available:

Training for Managers and Executives
Training for Employees

Click here to find out how you can create exceptional client experiences every time!

Reinforce employee and leader training or provide a great self-study tool
The Service Pro
Creating Better, Faster, and Different Customer Experiences
This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service.

112 pp / Paperback / Code...SP / $7.95

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Excuses, Excuses, Excuses . . .
For Not Delivering Excellent Customer Service—And What Should Happen!
Darryl S. Doane and Rose D. Sloat

This insightful and funny handbook identifies everyday excuses for why customers don’t receive first class service—and suggests what reps on the front-line should do or say instead.

Excuses, Excuses, Excuses is designed to increase service employees’ awareness of the attitudes that frustrate customers—and drive business away. There’s no better way to reinforce the importance of caring, professional and customer-focused service.

The authors—both established experts in customer service—highlight 117 excuses commonly heard and used, including:

  • Excuse #1: My computer is down
  • Excuse #4: We’re short-handed
  • Excuse #13: I haven’t had time to get to it yet
  • Excuse #49: It’s lunch time
  • Excuse #52: The salesperson is with another customer
  • Excuse #117: If you would bring up our web page you would find that information.

The easy-to-reference format puts alternative responses within fingertip reach, making this a highly practical guide you’ll use over and over.

119 pp / Paperback / Code...EEE / $9.95

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Leadership

Strategy plus style—a revolutionary, new approach!
Strategic Leadership Type Indicator (SLTi) and Three-Day Training Program

Overview: A new approach to systematically managing and motivating your employee’s performance.

Key Benefits:

  • Create a structured framework for leadership development
  • Improve leadership ability across the whole organization through constant reinforcement of a systematic management system.
  • Basic and intuitive; a new - down in the trenches, prescription for leading
  • Basic and intuitive; so it’s relevant for first time supervisors
  • Basic and intuitive; you can train managers quickly and it will stick to their ribs

Features:

  • Participants can take and self score this easy-to-use assessment in 30 minutes
  • 360 feedback sets are available for exploring the perceptions of co-workers about the appropriateness of the leaders use of strategies.
  • Facilitators Manual contains up to six hours of ready-to-deliver training, including a PowerPoint® presentation and a Participant’s Workbook.

Description: The change paradigm requires leadership that is flexible and adaptable, while maintaining a clear vision of the goals and the actions necessary to achieve them. This is the strategic leadership approach; a consistent approach governed by a thorough understanding of a few key constants in the supervisor/direct report collaboration.

The SLTI assessment process is a complete development cycle for supervisors or leaders:

  1. Leaders complete a self-assessment and discover their preferred leadership strategies for a variety of contexts.
  2. Leaders learn to select the best strategies for a given context.
  3. Leaders are shown how to use strategies to develop their direct reports, to move them toward higher autonomy, competence, and improved productivity.

Following training, the SLTI assessment booklet acts as a prescriptive job aid supervisors can refer to when considering how to handle a new employee, a subordinate with evolving job responsibilities, or a sudden change in a direct report’s performance.

360-Degree Feedback Profile
Here’s a great way for your leaders to gather feedback from sources all around them and learn to work better with their supervisor, peers, and direct reports. 360-degree feedback using SLTI provides the leader and the direct report with a powerful platform to review their supervisor/direct report relationship. How and why the leader has used a specific approach or strategy can be examined, as well as the direct reports perception of the approach or strategy being used.

Few techniques have greater potential to initiate positive behavior change than 360-degree feedback with SLTI. Following discussion of the leader’s feedback, there is a natural segue into clarifying roles and responsibilities, as well as a review of performance.

Includes:

  • SLTI Feedback Instruments and scoring sheets for supervisor, peers, and direct reports
  • 360-Degree Feedback Profile for charting the feedback, with guidelines for discussing the results with each person.

Three-Day Training Program
Key Benefits:
Participants will:

  • Learn to assess and identify an effective work climate, and understand the implications of work climate or managing for high performance.
  • Self-assess their leadership strategies in varying circumstances of employee capability, performance, and need for leadership.
  • Develop task-management (performance-focused) and people-management (performer-focused) competencies in the context of different leadership strategies.
  • Identify when and how to “flex” their leadership strategies based on the needs of employees.
  • Develop, through practice, interpersonal leadership skills to improve performance and coach employees to each their fullest potential.
  • Understand and appreciate the advantages of using the strategic approach to leadership.

Click here to learn more about Strategic Leadership Assessments and Training Program

The Strategic Leadership Game
If you’re looking for an innovative and fun way to teach managers about the difference structure and support make in employee performance, it’s time to play The Strategic Leadership Game.

A full toolbox of ideas to help managers experience how leaders manage task performance.

The game consists of two rounds:

Game A simulates a typical task assignment. Participants are delegated a task with clear output criteria, but without any useful support or structure. They’ll experience first-hand the performance pressure, anxiety and failure employees feel when assignments are handed over to them—without appropriate instruction or feedback.

Game B also simulates a routine assignment. But participants are placed in pairs, one as manager and one as employee. The manager is responsible for supporting the employee’s efforts. They’ll discover how the appropriate type of leadership makes tasks easier to do and instills a sense of accomplishment.

Key Benefits:

  • You hire people for jobs, but you manage their performance of tasks.
  • Effective managerial leadership is making sure people perform the right tasks well.
  • It takes ongoing effort to manage peoples’ performance

Includes: Tangram puzzle pieces, Leader’s Guide, Work Orders Pad, Coaching Cards Pad, Master Solution Sheets (set of 5) and CD-ROM with slide/handout masters.

Code…SLTTG / $99.95

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The program that’s helped thousands successfully plan—and achieve their goals
RoadMaps
Creating Effective Written Action Plans
A written plan is a valuable personal and professional tool.

Unfortunately, many people find planning ahead a waste of time when they could be “doing something” else. Others figure even the “best laid plans” often don’t work—so why bother?

RoadMaps: Creating Effective Written Action Plans will teach you the secrets to successful planning. Learn how to write effective action plans—plans that help you sidestep problems, avoid mistakes, stop wasting time and achieve your goals.

The complete package contains everything you need to facilitate engaging and effective training—a leader’s guide, participant’s guide, video, PowerPoint® presentation, and handouts.

Implement the program in your organization and participants will be well on the way to creating and implementing successful plans—a skill they’ll use throughout their careers and in a variety of different kinds of situations

Participants will learn how easy it is to make plans for the future—and how much they enjoy writing them.

This program demystifies the process of planning and clearly explains the steps to doing it successfully.

You'll learn how to:

  • Define your vision
  • Assess your strengths and needs
  • Create SMART objectives
  • Take action
  • Identify resources
  • Set the schedule
  • Key components of an effective written plan
  • Plan for problems

Topics include the 6 P’s of planning, how to break down complex items into steps, people and other resources that can help, determining target dates for completion, contingency planning, and more.

Participants will discover how:

  • Good planning is a discipline—instilled through practice and habit.
  • Good planning is a creative exercise. You must use imagination and be open to ideas and possibilities to create a good plan.
  • Good planning is empowering. By breaking seemingly insurmountable goals into concrete steps and achievable objectives, you can reach higher success than you thought possible.

The companion video outlines what a written action plan is, what is needed prior to creating an effective action plan and the steps to creating an effective action plan, and:

  • Illustrates what some people might think about the need for planning, and how those people might go about writing an action plan.
  • Gives brief examples of how written action plans might be used in a variety of situations and organizations.
  • Shows an employee being guided through the process of creating an action plan.

Package includes:

  • Leader’s Guides
  • Five (5) Participant Guides
  • 19 min. Video
  • PowerPoint® slide presentation

Package / Code...RMV / $695.00

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Additional Participant Guides / Code...RMVPG / $3.95

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Leading in Tough Times:
The Manager’s Guide to Responsibility, Trust, and Motivation
Richard S. Deems, Ph.D. & Terri A. Deems, Ph.D.

Leading in Tough Times: The Manager’s Guide to Responsibility, Trust, and Motivation is full of advice and tips for any manager, supervisor, or team leader who must keep employees productive and engaged during difficult times.

Whether it’s a layoff, economic downturn, bankruptcy, or other period of change, this book provides specific actions for leading in ways that show people you are really “there” with them.

The authors—nationally recognized experts on the subject—focus on three key areas: Leading with responsibility, keeping trust, and providing motivation in the midst of change.

Section one presents seven principles that guide the actions of people who have excelled during difficult times. You’ll learn step-by-step how to lead authentically and genuinely, help people feel empowered, conduct yourself with character, embrace change, and more.

In section two, the authors present specific examples of tough times and how others have used those principles to bring about meaningful and sustainable change.

Leading in Tough Times: The Manager’s Guide to Responsibility, Trust, and Motivation will shore up your confidence and courage by affirming what the best leaders already know. It is packed with examples and stories, along with a wealth of activities designed to be completed either by individual leaders or work teams.

200 pp / Paperback / Code...LTT / $19.95

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JUSTinTIME Leadership
Bruce Tulgan

JUSTinTIME Leadership is a highly innovative approach to management founded on extensive research. The basic assumption is quite simple: The real new economy will increasingly demand that companies move beyond static long-term staffing models toward a more fluid model; in response, the most successful companies will organize themselves around small core groups of longer-term employees and rely on large, fluid talent pools. For managers, this will mean drawing on the fluid talent pool as needed to staff projects, tasks, and responsibilities; consequently, a whole range of management practices will undergo fundamental change. JUSTinTIME Leadership will help you implement these new practices in your organization.

111 pp / Paperback / Code...JITL / $9.95

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Managing Generation Y
Carolyn A. Martin, Ph.D. & Bruce Tulgan

Here come the members of the fourteenth American generation. They’re self-confident and optimistic. Independent and goal-oriented. Masters of the Internet and PC. Young adults who believe education is cool, integrity is admirable, and parents are role models. They’re the 29 million young workers whose presence will continue to grow in the workforce over the next decade.

Managing Generation Y is for anyone who wants to become the employer of choice for this cohort of young adults born 1978 and after.

Learn what to expect from Yers, as well as what they expect from you. Discover the Gen Y traits that pose the greatest challenges to managers, as well as the best practices you can implement now to keep these upbeat, techno-savvy workers focused and motivated.

105 pp / Paperback / Code...MGY / $9.95

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The Manager’s Pocket Guide to Generation X
Bruce Tulgan

Based on Bruce Tulgan’s classic study of Generation X in the workplace, Managing Generation X, as well as his ongoing research into the working lives of people born after 1963, The Manager’s Pocket Guide to Generation X is a concise, hands-on guide that will enable managers to recruit, train, motivate, develop, and retain the best and brightest among Generation X employees. Learn from the first-hand stories of Xers describing their own positive and negative work experiences with management.

The Manager’s Pocket Guide to Generation X explains in simple terms what makes Gen X employees different, and outlines how you can put their unique skills and characteristics to work on behalf of your organization.

102 pp / Paperback / Code...MPGGX / $9.95

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Managing the Generation Mix
Carolyn A. Martin, Ph.D., & Bruce Tulgan

No doubt about it: The newest diversity issue in the workplace is age diversity. Many organizations have finally figured out how to recruit young talent only to watch them drive down a collision course with seasoned employees over issues like work ethic, respect for authority, dress code, and every work arrangement imaginable. And organizations aren’t sure what to do about it.

The fact is, generational conflicts are not merely a matter of “young versus old.” They mirror the critical business issues every organization is facing as it transitions from the workplace of the past to that of the future.

Packed with best practices for fostering intergenerational understanding and improving teamwork among age-diverse employees, Managing the Generation Mix will help you place your multi-generational team on the course to collaboration.

121 pp / Paperback / Code...MGENM / $9.95

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Hiring

Learn how to integrate assessment technology into your daily business practices!
Right Person, Right Job: Guess or Know
The Breakthrough Technologies of
Performance Information, 2nd Edition
Chuck Russell

We’ve all done it—hired someone who wasn’t a good fit or simply couldn’t do the job. Or promoted an employee who wasn’t up to the new responsibilities.

You don’t have to make the same time-consuming and costly mistakes again. In this groundbreaking book, Chuck Russell shows you the only way to hire and retain employees in today’s competitive environment—by using testing and assessments.

With over 1,000 assessments available today in the United States alone, Russell alleviates your confusion by providing comparative analysis of a variety of tools and instruments.

He brings you up-to-date on the latest developments in testing and assessment technology—new tools that require less time, are relatively inexpensive and don’t require outside expertise to administer or evaluate.

Learn how to use assessments and testing to:

  • Get the right person in the right job quickly
  • Head off violence and drug-related accidents and negligent hiring lawsuits
  • Ensure and document objective and non-discriminatory hiring practices

Topics include:

  • The role of testing and assessment in the selection process
  • Evaluating assessment tools
  • Using assessment with existing employees to solve performance problems, engineer teams, re-organize, re-structure, conduct success planning and coach executives
  • Legalities of using testing and assessment
  • A recommended selection process

150 pp / Paperback / Code…RPRJ2 / $14.95

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The A, B, C’s to job relevant behavioral interviewing questions
Interview Generator™ CD-ROM
Anne Sandberg & Susan Lane

Interview Generator™ is an easy-to-use database of competencies and behaviors. There are also interview questions linked to each behavior. This enables a hiring manager to quickly compose a behavioral interview from a list of job specific competencies. Interview Generator™ can provide the HR professional with a means to standardize the interviewing approach for each job title in the organization.

Flexible, powerful, and easy to use

After an interview is created, it can be retained for use in the future, or it can be edited and customized for a related but different job title. The database of competencies, behaviors, and questions can be edited and added to as needed. Competency definitions are provided to assist in the all-important step of selecting the optimal competencies for the position you are trying to fill. This step and others in the behavioral interviewing process are described in an instructional format in the workshop Interview for Success.

Use the competencies and behaviors for a host of purposes:

  • Targeting Training
  • Management Development
  • Organization Development
  • Career Development
  • Succession Planning

Competencies are provided in three strata: Administrative Support, Technical/Professional, Management. For example, with the competency Managerial Courage, there could be two or three behaviors in the Management Strata, but there might be none for this competency in Administrative Support or Technical/Professional. Other competencies could have behaviors in all areas.

The following competencies link to behaviors and interview questions in Interview Generator.

  • Accountability
  • Communication
  • Conflict Management
  • Critical thinking
  • Customer focus
  • Initiative
  • Innovation
  • Interpersonal skills
  • Learning attitude
  • Management skills
  • Motivating others
  • Project planning
  • Problem solving
  • Service orientation
  • Time management
  • Detail oriented
  • Drive for results
  • Strategic agility
  • Sales
  • Adapting to change
  • Business mindedness
  • Cooperation and collaboration
  • Creating and communicating vision
  • Development
  • Functional knowledge
  • Integrity/ethical behavior
  • Leadership potential
  • Maintaining composure/flexibility
  • Managerial courage
  • Planning and organizing
  • Priority and goal setting
  • Risk taking
  • Teamwork
  • Technical knowledge and proficiency
  • Works independently
  • Dealing with ambiguity
  • Influencing others
  • A bin for target behaviors without competencies

CD-ROM / Code…IB / $99.95

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