ISPA remains the place to go for educational opportunities. We are continuing this tradition by offering ISPA members a new webinar series, offered exclusively in an on-demand format. That's education and expert insights - whenever you want, as often as you need. Complimentary access to the ISPA Webinar Library is included with ISPA membership and is only available to members.

  • Sacred Ground - Exceptional Habits to Re-Hire, Re-Orient and Re-Engage Yourself at Work

    Customer Service Webinar - Presented by Dr. Bryan Williams

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    In this webinar, ISPA Conference and Expo speaker, Dr. Bryan Williams will inspire you to make yourself more valuable in your role and reconnect to your work environment by elevating your personal impact and your team's effectiveness. Bryan will focus on helping you develop your four specific habits to enhance your personal impact as well as four habits to enhance the impact of your team.

    Sacred Ground - Exceptional Habits to Re-Hire, Re-Orient and Re-Engage Yourself at Work

    Dr. Bryan Williams is a service consultant, trainer, and author. His specialty areas include service excellence, employee engagement, and quality improvement. Bryan was the Global Corporate Director of Training and Organizational Effectiveness for the Ritz-Carlton Hotel Company. He holds degrees and certifications in Business Administration, Hotel/Restaurant Management, and Education, including a Doctor of Management in Organizational Leadership. Bryan is the author of two books on service excellence and was also a member of the Board of Examiners for the Baldrige Performance Excellence Program. 

  • Five Stars versus Four Stars: The Leader's Role in Driving World-Class Service

    Customer Service Webinar - Presented by Dr. Bryan Williams

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    In this webinar, ISPA Conference & Expo speaker, Bryan Williams will examine the characteristics of working in a 5-star service environment, especially focusing on the leader's role in setting high expectations and inspiring teams to consistently serve with excellence.  In this session, you will learn:

    • The four leadership qualities that leaders in 5-star organizations must exemplify daily.
    • Specific examples of 5-star caliber organizations and how their leaders model the service they expect to see.
    • How to apply the eight qualities that distinguish a 5-star organization from the competition.
    • How 5-star leaders can help each team member discover their own motivation to consistently serve with excellence.
    Five Stars versus Four Stars: The Leader's Role in Driving World-Class Service

    Dr. Bryan Williams is a service consultant, trainer, and author. His specialty areas include service excellence, employee engagement, and quality improvement. Bryan was the Global Corporate Director of Training and Organizational Effectiveness for the Ritz-Carlton Hotel Company. He holds degrees and certifications in Business Administration, Hotel/Restaurant Management, and Education, including a Doctor of Management in Organizational Leadership. Bryan is the author of two books on service excellence, and was also a member of the Board of Examiners for the Baldrige Performance Excellence Program. 

  • Filling the Glass: Real World Tactics and Motivation for Increasing Productivity and Job Satisfaction

    Business Strategy Webinar - Presented by Barry Maher

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    In this webinar, you'll discover a host of powerful strategies, tips and tactics for creating the incentives that motivate internal teams and customers, and build the relationships that build your business. In this session you will learn:

    • The power of a little incentive
    • How to turn negatives into selling points, even bragging points
    • Powerful and often neglected motivational and sales strategies
    Filling the Glass: Real World Tactics and Motivation for Increasing Productivity and Job Satisfaction

    Barry Maher first made his mark as a management and sales consultant, helping clients improve their productivity. Barry's clients include organizations like ABC, AT&T, Budget Rent a Car, Canon, Cessna, Fuji, Hewlett-Packard, IBM, Johnson & Johnson, Verizon and Wells Fargo. Barry is the author of Filling the Glass, which has been honored as "One of the Seven Essential Popular Business Books."

  • The S.E.L.F. Personality Profile: NOW You're Speaking My Language!

    Human Resources Webinar - Presented by Robin Jay

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    Do you work with some people who just don't seem to understand you? Do you sometimes feel that you aren't even speaking the same language? We each relate to the world around us based upon our tendency to lead or take direction. When we learn to identify the different characteristics of each dimension, our ability to communicate is improved and we no longer encounter the stumbling blocks that hold us back. In this session you will learn to:

    • Understand how others process information
    • Improve your ability to communicate with others
    • Improve productivity
    • Minimize frustration caused by lack of understanding
    The S.E.L.F. Personality Profile: NOW You're Speaking My Language!

    Robin Jay is an award-winning author, speaker, publisher, and filmmaker. Her award-winning book, The Art of the Business Lunch - Building Relationships between 12 and 2, is in 12 languages worldwide. Robin has been featured internationally on MSNBC-TV, Newsweek Magazine, CNN, the BBC, the New York Times, The London Financial Times, Forbes.com and other well-recognized media outlets. 

  • How to Create a Culture of Exquisite Service Quality

    Customer Service Webinar - Presented by Tim Richardson

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    Participants in this webinar will benefit from an overview of Richardson's session from the ISPA Conference & Expo, as well as new concepts to help them in creating an exquisite culture of service quality. In this session, you will learn:

    • Tips and strategies to engage and empower employees.
    • Ideas to help employees engage in problem solving and assist with creating service standards.
    • Techniques to differentiate and brand your spa.
    How to Create a Culture of Exquisite Service Quality

    Since 1988, Tim Richardson has been a full time professional speaker. Tim has spoken for many corporations and associations all around the US, Mexico and Canada. In 2003, Tim and his family traded the beaches of Florida for the mountains of East Tennessee. Tim is married and has six children. Tim is author of several books and CD learning programs including the Secrets of Millionaire Success.

  • Five Secrets of a Highly Engaged Spa Team

    Customer Service Webinar - Presented by Eric Stephenson

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    Research shows companies with highly engaged workers grow revenues two and a half times as much as those with low engagement levels. In this session you will learn:

    • The one piece of research that will change the way you engage your team
    • The framework for creating an emotionally safe work environment- the fertile ground of engagement
    • Three key questions that will determine your success as an effective leader
    • Stephenson's "Model for Drama Free Communication"- an outline for difficult conversations
    Five Secrets of a Highly Engaged Spa Team

    Eric Stephenson has a clear mission: TO DECREASE DRAMA - in our personal and professional relationships. He is co-owner of imassage, Inc. a Florida based massage education and consulting firm. He is also Director of Education for Elements Massage, the second largest massage franchise in the US. He currently educates businesses nationwide on how to create drama free environments where people thrive.

  • CSS Webinar Series Part One

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  • CSS Webinar Series Part Two

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