Barbara Glanz, CSP, works with organizations that want to improve morale, retention, and service and with people who want to rediscover the joy in their work and in their lives.

BACKGROUND / EDUCATION

Barbara Glanz, CSP, has been a teacher all her life. She grew up in a small town in Iowa where she taught swimming all the way through her college years. She was also an accomplished pianist, winning several State contests and accompanying most of the vocal groups in her high school.

She went to the University of Kansas where she majored in Music Therapy and Piano and finished her degree in English Education. While there, she won nearly every honor the university bestowed: Mortar Board, Treasurer of Student Union Activities, VP of KU-Y, the Dean's List every semester, and Outstanding Gamma Phi Beta. Her educational career finally culminated in being chosen as a Hilltopper in the first edition of the Yearbook, the highest award anyone at the University could achieve.

After meeting her husband-to-be the summer before she was a senior in college, Barbara accepted a position as an English teacher at Lyons Township High School in La Grange, Illinois, so she could be near Charlie Glanz, who worked for the Chicago Tribune newspaper. They were married one year later, and Barbara continued to be a highly popular teacher, even directing David Hasselhof of "Knight Rider" and "Baywatch" fame in his first high school play!

When their first child was born, however, Barbara chose to stay home and make her children her career. Barbara and Charlie were blessed with four children, three on Earth and one in Heaven, and during those nineteen years, Barbara had a business plan and goals to make sure her children were exposed to as many learnings, people, and experiences as she could possibly provide.

She also kept her skills alive and growing by doing some part time things that did not interfere with her family life. She taught English as a Second Language at Argonne National Laboratory, she taught some college writing classes, she did some workshops on communication for various organizations, she volunteered in the school system, creating an Intergenerational Sharing Program that became a model for many throughout the country, and she finished her Master's degree in Adult Education, taking one class a quarter for five years at Northern Illinois University.

BUSINESS - TRAINING, SPEAKING AND WRITING

In 1988 when their oldest son was leaving for Dartmouth College, Barbara became a contract trainer for The Grammar Group and did a two day seminar on the English language in Fortune 500 companies around the country. Soon, she was asked to become the Manager of Training and later Director of Quality in Training, for Kaset International, a Times Mirror company dedicated to enhancing customer service in organizations around the world. While with Kaset, she helped design their facilitator certification process, grew the training staff from 11 to 44, contributed to many of their developing programs, and began to speak to large groups at their executive conferences and for client meetings. In 1993 she wrote her first book, The Creative Communicator?399 Ways to Make Your Business Communications Meaningful and Inspiring, and in 1994 she wrote Building Customer Loyalty?How YOU Can Help Keep Customers Returning.

In 1995 she began her own company, Barbara Glanz Communications, Inc., to help create workplaces where people truly care about one another and the customer and where they are able to fully engage their unique talents in ways that bring joy to them and make a difference in this world. She wrote her third book in 1996, CARE Packages for the Workplace?Dozens of Little Things You Can Do to Regenerate Spirit at Work, and in 1998 she wrote CARE Packages for the Home?Dozens of Ways to Regenerate Spirit Where You Live. During her first four years in business she was blessed to speak on four continents and in 46 states through only word of mouth and referral, and she participated in two of Westcott Communication's most successful live satellite TV presentations.

In May of 2000 Barbara lost her husband of nearly 34 years to cancer which began a series of life-changing events for her and a time of reflection and re-evaluation of priorities. In November of 2002 Barbara sold her home of 27 years in Illinois and moved to a condo on the beach in Sarasota, Florida, where she continues to help organizations and individuals worldwide.

In 2002 Handle with CARE?Motivating and Retaining Employees was published, a book based on research with over 1200 non-management employees, asking them what their supervisor or manager could do to help them do their best work, and in May of 2003 she finished Balancing Acts?More Than 250 Guiltfree, Creative ideas to Blend Your Work and Your Life, a book focused on Work/Life balance. In July 2005 she co-authored a book with Ken Blanchard, the co-author of The One Minute Manager, titled The Simple Truths of Service ? Inspired By Johnny the Bagger® based on her signature story about a young man with Down Syndrome who completely changed the culture in the grocery store where he was employed. This book has sold over 250,000 copies, and has been used by McDonalds to train their managers worldwide! A short 3 minute movie based on this book has received 750,000 hits since its release in February of 2007. In 2006 Barbara wrote 180 Ways to Spread Contagious Enthusiasm, and The Simple Truths of Appreciation?How Each of Us Can Choose to Make a Difference was published in 2007. Another new book on how to help the friends and family of persons who are grieving, titled What Can I Do? Ideas to Help Those Who Have Experienced Loss, also was released in early 2007, and when the massacre at Virginia Tech occurred, the publisher sent copies to each family who had lost a child, each church in the area and each school chaplain as their way of offering comfort. Also, in the first quarter of the year a 17 minute training film based on Barbara's signature story, titled "Johnny the Bagger - A True Story of Customer Service," was released by Vision Point. Finally, in April the latest book in the CARE Packages series was published, titled CARE Packages for Your Customers - An Idea a Week for Customer Service.

Since 1987 Barbara has trained thousands of people in North America and has spoken worldwide to conferences, associations, government organizations, and companies both large and small. Some of her clients include: Bank of America, Kaiser Permanente, AAA, Honda, ADP, Nordstrom, Aetna, Rockwell International, Sprint, Mobil Research and Development Corporation, Solvay Pharmaceuticals, Blue Cross Blue Shield, the Social Security Administration, IBM, American Express, AT&T, the New Zealand Institute of Travel and Tourism, Southwest Airlines, Hawaiian Electric Company, the American Heart Association, BP Products, Merry Maids, Nationwide Insurance, Chick-fil-A, USAA, Hilton Hotels, Kroger Company, Bank of Montreal, the States of Michigan, Florida, Illinois, Texas, Ohio, and Wyoming, the Hellenic Management Association, Allstate Insurance, Alaska Telephone Association, Waste Management, the GAP, Petroleus de Venezuela, Sea Ray Boats, Boeing, Kentucky Fried Chicken, Dominos Pizza, Great Clips, Delta Airlines, the Pampered Chef, SYSCO, Toyota, Business Objects, Shea Homes, Swarovski International,and the US Department of Energy.

In January of 2007 Barbara became the first speaker on record to have spoken on all seven continents and in all 50 states. She has earned the highest designation the National Speakers Association awards (Certified Speaking Professional), she has been selected as a Platinum Speaker by Meeting Professionals International, and she has been nominated five times for the NSA Speaker Hall of Fame. Since 1997 she has been one of the top rated speakers at the national Society for Human Resource Management convention, and in 2006 she was the ONLY FEMALE in the top ten rated speakers. She has appeared on ABC, NBC, CBS, CNN, FOX-TV, PAX-TV, WGN, CNBC, and on radio and in print nationwide. She was voted "best keynote presenter you have heard or used" by Meeting & Conventions Magazine, July 2010, and was recently selected as a "Legend of the Speaking Profession" by the Veteran Speakers, August 2010.

SERVICE

Barbara currently serves as a Trustee at Northern Theological Seminary in Lombard, Illinois, and on the Board of Directors for Ken Blanchard's Center for Faithwalk Leadership. She has served as a member of the Core Team of Impact XXI, a part of Campus Crusade for Christ; on the Advisory Board of the Loyola University Center for Ethics and Social Justice; on the Board of Trustees of the National Speakers Association Foundation, and as the Chairperson of the Community Development Committee for NSA. She recently served a three year term as a Director of the National Speakers Association, an organization of 4000 professional speakers worldwide, and she has just been asked to be a member of the Advisory Council for Guideposts, the organization founded by Dr. Norman Vincent Peale.

She is a member of the National Speakers Association, NSA Central Florida, NSA New England, the Society for Human Resource Management, the American Society for Training and Development, the National Association of Female Executives, Kappa Delta Pi, Gamma Phi Beta, and is included in Who's Who of American Women, Who's Who in the Midwest, and Who's Who in Entertainment.

Barbara has three additional "claims to fame": her great-grandfather laid the cornerstone where the four states come together (Page, Arizona, is named after him); she played the piano on the TV show "Talent Sprouts"; and she directed David Hasselhof of Knight Rider and Baywatch fame in his first high school play!

PERSONAL

Her greatest blessing, however, is the number of precious friends and family members who add such joy to her life. Her son, Garrett, and her daughter-in-love, Ashley, live in the Seattle area where Garrett works for Microsoft. They have blessed her with her first grandchildren, Gavin and Kinsey. Her daughter, Gretchen, and her son-in-love, Randy, both webmasters, live in Portland, Oregon, with Ramona, Shadow, Rerun, and Maisy, her "grand pets," and they just had a new little boy named Owen Ray Gawlik, Her daughter, Erin, recently moved to Portland as well where she is a student in fashion design and works in an upscale downtown restaurant.

Barbara volunteers in several organizations in her new home of Sarasota, Florida, and walks three miles on the beach every day. She continues to speak and write about how ONE PERSON can make a difference, and even through her pain and loss, she has managed to live and breathe her personal motto, "Spreading Contagious Enthusiasm?!"

Her personal mission statement is: "I am here as the Lord's helper to spread contagious enthusiasm and to lovingly and creatively help other people and myself to see the CHOICES we have to make a difference in the world."

The Simple Truths of Appreciation

65% of American workers said they received NO appreciation all last year for the good work they had done. Yet the second most important thing people want from their jobs is full appreciation. Why is there a disconnect? Because most of us are just too busy! In this delightful and inspiring session Barbara will share ten simple truths about appreciating others which you can immediately apply both in your work and your personal lives. The beauty of appreciation is that we can each give it to anyone we choose for no cost except our awareness and a few moments of our time.

"The Simple Truths of Service - Inspired by Johnny the Bagger®"

This session is based on an unforgettable story about a young man with Down Syndrome who changes the culture of a grocery store by being creative and giving customers more than they expect. This session, based on the exciting new book by Ken Blanchard and Barbara Glanz, shares ten simple truths of service that will help organizations to reshape their culture around serving the customer. It will grab your heart and get your creative juices flowing on ways to create "customer enthusiasm" in your organization.

"Handle with CARE - Motivating and Retaining Employees"

Did you know?
• 46% of employees leaving a company do so because they feel unappreciated.
• 61% said their bosses don't place much importance on them as people.
• 88% said they do not receive acknowledgment for the work they do.

In their fourth annual United States @ Work study 2000, Aon Consulting found that, "Management's ability to create a 'sense of pride and spirit' in an organization is the most effective way to recruit, retain, and motivate a high-performance work force." As a result of the research studies quoted above, her own research with over 1200 frontline and hourly workers across industries, and her extensive experience working with organizations worldwide to increase morale and retention, Barbara has developed a presentation that helps supervisors and managers to understand that people do not leave organizations; they quit bosses!

Gallup interviewed two million workers at 700 companies and this was their conclusion: "The length of an employee's stay in an organization is largely determined by his relationship with his immediate supervisor." Considering that the average cost of replacing an employee is $50,000 today, it is vitally important for supervisors and managers to understand what their employees really want, and the good news is that it is not all about money. This presentation will directly impact your bottom line as well as to help create workplaces where people feel valued, respected, and appreciated for the work they do.

As either pre-work or follow-up to this program, we suggest having managers and supervisors and their direct reports take the Glanz Employee Motivation (GEM) survey online to determine how well they are modeling the specific behaviors that our research identified from employees in different industries all across the country as the management behaviors that create maximum commitment, productivity, and loyalty. Because it focuses on specific, repeatable behaviors?behaviors that can be learned or changed quickly and practiced daily, this survey will help managers and supervisors make significant improvements almost immediately and will introduce or reinforce the ideas in Barbara's program.

"CARE Packages for the Workplace - Dozens of Little Things You Can Do to Regenerate Spirit at Work"

"Spreading Contagious Enthusiasm - Creating Workplaces of Passion, Purpose and Productivity"

Current research shows that only about 12 to 15% of American workers are giving their very best to their jobs. 8 to 10% are burned out with no life. However, that leaves 75 - 80% of our workforce who are just doing enough to get by. Just imagine what could happen to the productivity in your workplace if you could inspire those workers to do their very best!

Raise morale, reduce turnover, increase productivity, and have more fun at work - the wonderful news is that all this can occur in your workplace with very little cost. In this presentation you will learn how to create a work environment where people treat one another like valuable human beings with a sense of mission that their work is important and where appreciation and joy are present, no matter how serious the work may be.

Barbara will provide dozens of real-life, creative, low cost, immediately applicable ideas you can implement in your own workplace using the acronym CARE:

C = Creative Communication

A = Atmosphere and Appreciation for All

R = Respect and Reason for Being

E = Empathy and Enthusiasm

She will spread her "contagious enthusiasm" to maximize personal productivity and organizational success, and each participant will leave with a powerful understanding of the difference he or she can make every single day!

Building Customer Loyalty - How YOU Can Help Keep Customers Returning!

Customer care, both internal and external, is the key to survival for organizations today. Not only must organizations acquire new employees and customers, but more importantly, they must keep the old ones. Research shows that it costs at least five times as much to attract a new customers as it does to retain an existing one, and the same is true for good employees. It becomes essential, then, for each individual in an organization, including those in the public sector, to understand what the service attributes are that create customer and employee loyalty.

After years of working in customer service, Barbara has come to believe that you cannot mandate customer service. It must come for the inside out. Using both internal and external customer loyalty research and dozens of no-cost, immediately implementable action ideas, Barbara will inspire employees and managers alike to CHOOSE to make a difference in all customer interactions.

You will learn amazing statistics about why customers leave or speak badly of your organization, models for evaluating every interaction, the four things all customers want, the difference between core service and customer service, and what her research has shown creates loyal customers.

When everyone begins to focus on what they CAN do and not on what is out of their control, they will find a new purpose in their work , and this new spirit of caring will make a difference in every interaction they have in their work and in their lives.

After attending this session, supervisors and managers will learn skills and ideas to:
• Understand what it means to create loyal customers, why an organization would want to strive for creating loyalty, and the organizational and personal rewards that come from choosing this role.
• Be challenged to look at their own role in creating customer loyalty, fully understanding the choices they have in every interaction.
• Become aware of their own experience as customers.
• Understand who their customers are, both internal and external, as well as the Customer-Supplier Chain.
• Learn several models as a frame to understand and apply this information to their own organization.
• Identify the four things all customers want.
• Differentiate between Core Service, Enhancers, and Customer Service and brainstorm a list of enhancers they can add to their customers' experiences.
• Understand that complaints can ADD to loyalty!
• Leave with a list of many loyalty builders.
• Develop a personal strategy to become a relationship builder as well as adding a personal signature to their jobs.
• Leave with an action plan to enhance customer loyalty in all their interactions.

Balancing Acts: Guiltfree, Creative Ideas to Blend Your Work and Your Life

CARE Packages for the Home
Dozens of Ways to Regenerate Spirit Where You Live

Did you know?
• 88% of us say we work very hard, and that hard work causes negative spillover into the rest of our lives.
• 26% of American workers feel emotionally drained by their jobs.
• 28% don't have energy to do things with family or others.
• 36% just feel used up at the end of the day

Aon Consulting's America @ Work study found that of 17 factors that correlate significantly to workforce commitment, salary did not make the top 10. The top thing employees said affected their commitment to their employer was "an employer's recognition of the importance of personal and family time."

The truth is clear - we all want a life! A survey commissioned by the Merck Family Fund entitled "Yearning for Balance" found that people commonly say that spending more time with family and friends, reducing stress, and doing more to make a difference in their communities will bring their lives more into balance and make them more satisfying.

Despite statistics that indicate family time is a high priority for over 80% of both men and women (HR Magazine, July 2000), everyone seem to be in "survival" mode - rushing from long hours at work to be home, bouncing from activity to activity and stressor to stressor!

In this presentation Barbara tells us to FORGET BALANCE because we will never be in balance but instead to take the energy we spend on feeling guilty and use it to creatively blend the other areas of our lives - Family, Friends, Health, Spirit and Service - into our Work.

She will stimulate your creative juices to find healthy ways to incorporate aspects of your home life into your work life in two ways:
1. Ideas that each INDIVIDUAL can adopt in order to create a more wholesome and satisfying life for himself/herself
2. Ideas that the ORGANIZATION can promote and champion in their worklife programs, management styles, and policies and procedures

Barbara will share dozens of creative, immediately applicable, no-cost or low cost ideas to help this blending happen, making this presentation a great experience for both employees and employers. These programs can be designed for business organizations, spouse programs, or women's groups.

Outcomes

After attending this session, supervisors and managers will learn skills and ideas to:
• Discover creative ways to blend work and family.
• Understand the powerful choices each person has to make a difference both at work and at home.
• Understand and internalize the acronym CARE.
• Leave with many specific, real-life ideas and tools to regenerate spirit in their homes and workplaces from sources worldwide.
• Have a list of available resources to help them keep the spirit alive.

EXHAUSTED, CONFUSED, and TICKED OFF - Hope for a New Beginning When Change Has Done You In!

"If they make one more change around here, I'm going to lose my mind."

"I can't BELIEVE they're changing everything AGAIN!"

"When is it all going to stop? Why can't we just go back to the way it used to be?"

Have you ever heard one of these statements? Have you ever said (or felt) any of these things? Then this program is for you!

Change is rampant in our world today, both in our personal and our professional lives. We are all bombarded with change, and it is clear that what happens at work impacts our personal lives, and what happens in our personal lives affects the way we perform at work. In order for people to move forward both in their professional and personal lives, they must learn to let go of the old ways and adjust to new ways of work and life.

Instead of being overwhelmed by unwanted changes, we can learn to be more open and deal more effectively with those difficult periods of transition between the ending of one thing in our lives and the beginning of something new.

This inspiring, interactive presentation will help you find greater job satisfaction and more personal happiness by enabling you to better understand the change process as well as your feelings in the midst of change. The workshop will include a CONTROL INVENTORY and a customized Action Plan as tools to use in managing any change in your life.

It will also provide new coping techniques to help you gain more control and perform at a higher level in a dynamic work environment that is fast-paced and ever-challenging.

"He who rejects change is the architect of decay. The only human institution which rejects progress is the cemetery." ~Harold Wilson

"I've developed a new philosophy... I only dread one day at a time." ~Charlie Brown

"Change is inevitable - except from a vending machine." ~ Robert C. Gallagher

Outcomes
• Reduced stress
• Greater job satisfaction, resulting in increased productivity
• Higher levels of personal happiness

For Executives, Managers, Team Leaders, and Team Players
Complete program - One Day Seminar.
Can be modified into shorter time frames.
Also available as a keynote presentation.

"Apathy Busters - Communication Ideas that Get the Point Across!"

"Survival Skills for a Changing Environment - Creative Ways to Differentiate Yourself in the Workplace"

For many organizations, communication has become a deep rut full of dreary memos, dismal meetings, and negative feedback. The result is unhappy, apathetic employees and ultimately poor customer service.

A recent study by the Chicago Tribune shows that the average worker spends over 50 hours a week communicating in some way, and Business Week reported that the average American worker gets 274 communications every day. Since we are bombarded by piles of paper, hundreds of e-mail messages, and full voice mail boxes, the only way to get our messages heard is to surprise people. The more creatively a message is sent, the greater the chance that the message will be noticed and heeded!

Using dozens of real-life examples and easily implementable action ideas in such areas as rewards and recognition, day-to-day appreciation, enhancements and reminders, recoveries, measurements, and personal executive actions, Barbara will reawaken the creative spirit in your organization and help both employees and managers find more positive, meaningful ways to communicate whether it is written, electronic, or face-to-face communication.

Outcomes

After attending this session, supervisors and managers will learn skills and ideas to:
• Fully understand the need for creative communication
• Examine your business card, your workspace, your voice mail message, your fax cover sheet, every form letter, sign, and piece of marketing material that leaves your business
• Add a personal signature to your work
• Leave with many immediately implementable action ideas to communicate in ways that will get other's attention
• Generate actionable ideas of your own

Participants will explore many different coping skills and meaningful ways to let go of the past, better understand and navigate difficult periods of transition, and move on to new beginnings, in life as well as at work. A special program for managers will enable them to effectively lead their associates through the transition process. This program can be customized for your group.

"What Adult Learners Want - Planning Educational Programs that Produce Results"

"Adding 'High Touch' to your 'High Tech' Training"

Anyone who does any kind of presenting or meeting planning needs to understand the principles of Adult Learning in order to design presentations and meetings that will truly impact attendees.

It is critical to be able to identify the five things all adult learners want in a program and then to be knowledgeable about the specific tools and techniques to meet those needs:
• To enjoy the learning
• To apply the knowledge to himself/herself
• To communicate the knowledge to someone else
• To feel confidence in the presenter
• To be respected by the presenter.

Presenters and meeting planners also need to understand the four different adult learning styles and how to appeal to each in specific programming. By creating an experience that appeals to all four learning styles through brightly-colored laminated flipcharts on the walls, unforgettable stories, humor, cartoons, music, creative visuals, and interactive exercises, Barbara will demonstrate programs that cause behavior change and truly make a difference.

Utilizing her Masters' degree in Adult Education and her experience as a Certified Speaking Professional, Barbara will share the theory behind adult learning as well as many specific tools and techniques to apply that theory as she creatively and enthusiastically models the five things all adult learners want.

Outcomes

After attending this session, supervisors and managers will learn skills and ideas to:
• Identify the five things all adult learners want in a program and experience specific tools and techniques to meet those needs.
• Understand the four different adult learning styles and how to appeal to each in specific programming.
• Recognize the two levels of any interaction-- the Human level and the Business level-- and apply this model to their own educational programming.
• Experience the use of anecdotal stories, color, humor, and music to enhance the presentation of material.
• Observe a model of applying the principles of adult learning theory to a presentation.