Your organization’s greatest asset is its human capital;
are you investing wisely
Optimal
Impact
Trainings
Supercharging Performance..
…By Dan Maxwell, Jr.

Company Overview
Optimal Impact Trainings specializes in
developing and delivering IMPACT
performance training Solutions for middle
managers in today’s fast growing organizations.
We also run Personal & Business Development
Seminars that help individuals get from where
they are, to where they want to be on the scale of
success.
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Middle managers, including supervisors and
team leaders have a profound impact on the
culture, stability and productivity of workplaces.
It is therefore crucial they be committed to the
goals of the organization and can effectively
execute these goals, through effective
management of their direct and indirect reports.
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Organizations MUST focus on the continuous
improvement of these essential managers and
provide them with the opportunities to
succeed.
Middle Managers are in communication with
a
very large percentage of the company, and
have
a large impact throughout the organization.
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Optimal !MPACT (MYS TRAINING)EVENTS

Training & Capacity Building
We offer BESPOKE TRAINING &
CAPACITY BUILDING PACKAGE
for mid to large size organization with
the intension of equipping employees
with the skills and knowledge requisite
for increased productivity and results.

Background Information
The Principal at
Optimal Impact Trainings,
Daniel A. Maxwell, Jr., has
been at the full front of
providing corporate capacity
building solutions in Liberia
and other parts of the world
for the last eight years.
Some of the clients for whom he’s
provided services include:
•Ministry of Youth & Sports
•Monrovia City Corporation
•Ministry of Commerce & Industry
•USAID/FED
•DirecTV - USA
•Primerica Financial Services -
USA
•Peak Performance Empire - Ghana

The !MPACT Performance Package is designed to supercharge
the performance of your workforce giving them the skills they
need to drive up productivity and profits:
•Effective Customer Service
•High Powered Communicating
•Managing Workplace Stress
•Leading With Influence
•Employee Motivation
•Building Passionate Teams
•Optimal Performance Management (For Mid & Senior Managers Only)
.
The Package

I. Effective Customer Service
Customers today are more sophisticated than they’ve ever been. They
live in a world of Facebook, Whatsapp, Instagram, Twittter and a
host of other Social Media outlets. And if they’re not satisfied, they
don’t hesitate to use these mediums to lash out; the effects, as you know,
can be very far reaching.
Customer care is the responsibility of every person in an organization.
This seminar is designed with every employee in mind. It brings
together some of the time tested lessons from customer service as we’ve
known it, with latest technological innovations
Participants will discover how to make every client connection a
positive one—a skill that’s especially crucial during economic
downturns.

Adopt a
professional style
when speaking
with difficult/
digital customers.
Listen effectively,
ask questions and
summarize to
respond fully to a
customer request
Develop skills in
engaging
customers &
handling
enquiries
effectively
Reaffirm their
status as Brand
Ambassadors
Effective Customer Service
Course Objectives

Customer Service Course Outline
Defining Customer Service
Establishing customer needs and
responding to requests
Handling work based customer
requests
Service recovery
Complaint handling practice
Building customer relationships
Applying the learning and next steps
Organizational Success Through Service Excellence

II. High Powered Communication
Effective Communications in the
workplace boosts productivity, and
increases morale. When information
is transferred insufficiently or
inaccurately, workplace productivity goes
down.
When employees learn to communicate
with heart, information transfer is near
100%

Identify elements of communication process
Describe channels of communication at work;
Become more persuasive
Listen actively
Understand and use the power of body language
Display ability to give and receive feedbacks;
Show ability to deliver effective presentations by using verbal and non verbal
language;
HP Communications Objectives

Communicating With Heart: Outline
What is communication?
The elements of communication
Factors influencing communication
Forms of communication
Communication channels
Giving job instructions
Giving and receiving feedback

III. Managing Workplace Stress
Stress has serious implications for organizational
performance. Some of the impact that stress can have
on an organization include increased employee
absence, staff turnover and reduced productivity.
In addition, stress is a major cause of conflict at
work, undermines positive employee relations, and
can also lead to reputational damage.

Given the impact stress has on individual employees, as outlined
above, it is not surprising that high employee stress levels tend to
be associated with high levels of sickness absence. To deal with
these issues, participants will learn the following during the
sessions:
What is Stress?
•What causes stress?
•Signs of Stress
•Dangers of stress
•Myths of Stress
•How to manage stress
Managing Workplace Stress Objectives

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Once participants learn the techniques of
true Leadership And Influence, they will be able to
build the confidence it takes to take the lead.
The more experience they have acting as a genuine
leaders, the easier it will be for them.
IV Leadership & Influence

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Leadership & Influence - Outline
Defining Leadership
Characteristics of a Leader
Leadership Principles
Types of Leadership
Inspire a Shared Vision
Challenge the Process
Enable Others to Act
Encourage the Heart
The Art of Persuasion
The Principles of Influence
Creating Impact

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Employee Motivation
This employee motivation program will help
supervisors and managers create a more dynamic,
loyal, and energized workforce.
It is not secret. Employees who feel they are
valued and recognized for the for the work they
do are more motivated, response and productive
than those who don’t

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Employee Motivation - Objective
Define Motivation and how it impacts performance
Define motivational theories and how to apply them in the
workplace
Describe the carrot, the whip and the plant, and how to use
it.
Explain how fear and desire affect employee motivation
Incorporate techniques to create a motivational environment

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Building Passionate Teams
The Building Passionate Teams workshop will
encourage participants to explore the different
aspects of a team, as well as ways that they can
become top-notch team performers. Participants
will be given the details and concepts of what makes
up a team, and what factors into being a successful
team and team member.

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What is a Team?
The Traditional Team
Self-Directed Teams
Valuing the Next member
Dealing with E- Teams
Team Building Outline

V. Optimal Impact Performance Management
Performance Management is making sure the employee and the
organization are focused on the same priorities. It touches on the
organization itself by improving production and reducing waste. It
helps the employee or individual set and meet their goals and
improves the employee manager relationship.
The key in keeping an organization and employees aligned, which
improves performance and productivity, is Performance
Management.

Define Performance Management
Describe How Performance Management Works
Conduct Process Assessments
Conduct Performance Reviews
Set SMART Performance Goals
Job Analysis
Give 360 degree feedback
Create Performance Plans
Optimal Impact Performance Management Objectives

Performance Management Outline
What is Performance Management?
How Performance Management Works
Three Phase Process
Assessments
Performance Reviews
SMART Goal Setting
Establishing Performance Goals
Strategic Planning
Motivation

Open
discussion
Case study
Self-
assessment
Role-play
Brainstorm
Training Methodology
OIT will use
participatory
methods and
approaches to
ensure that
learning takes
place.

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Expected Results
•Higher Customer Service Index
•Dramatically improved communication horizontally and vertically.
•Workplace wellness. Less stress, less sick time…
•Leaders become more supportive of each other and of the staff. Fewer
power struggles
•Employees enjoy coming to work
•Much stronger relationships. People develop a deeper appreciation for
each other. Tough employee issues like conflict and manipulation settle
down.
•Leaders and employees work smarter not harder.
•Higher productivity. Leaders have effective performance management
tools to assist self and others to develop innovative work style options
and work life balance.

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Master Trainer -Daniel Agbetsi Maxwell, Jr.
Daniel is self-starter with demonstrated ability
to yield maximum results under tough
conditions. Dan is affiliated with the American
Society for Training & Development, and the
International Society for Performance
Improvement ®
He brings over 10 years of professional training
experience having conducted trainings for a
number of private and public organizations In
the USA, Ghana & Liberia:

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Other Course Available
Administrative Office Procedures
Anger Management
Appreciative Inquiry
Assertiveness And Self-Confidence
Basic Bookkeeping
Body Language Basics
Budgets And Financial Reports
Business Acumen
Business Ethics
Business Etiquette
Business Succession Planning
Business Writing
Change Management
Coaching And Mentoring

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Communication Strategies
Conducting Annual Employee Reviews
Conflict Resolution
Creative Problem Solving
Critical Thinking
Emotional Intelligence
Employee Onboarding
Entrepreneurship
Event Planning
Facilitation Skills

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Contact Information
Optimal Impact Trainings
CTCOM Complex
Yealla Motel Junction
Joe Bar, Paynesville
Montserrado Co., Liberia
Daniel Agbetsi Maxwell, Jr.
CEO / Master Trainer
Cell: +231 886 422 210 / 777 422 210
Email: dmaxjr@gmail.com

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The End