Larry delivers fresh insights and practical "how to's" for leading change, retaining customers, and developing effective work relationships. He's helped such prestigious organizations as Harley-Davidson Motor Company, Nordstrom Department Stores, American Express, GES Exposition Services, Lloyds of London, Tektronix, and the American Medical Association. NATIONAL & INTERNATIONAL RECOGNITION: Larry was awarded the City of Phoenix Award of Excellence for designing and implementing that city's team based quality improvement program. This program was featured in a PBS televised documentary by Tom Peters (co-author of In Search of Excellence). Since 1986, Larry has presented to more than 1800 audiences in every state in the Union, as well as in the United Kingdom, Hong Kong, Malaysia, Indonesia and Australia. Larry was the #1 ranked seminar leader at the Inc. Magazine 1996 National Customer Service Conference and the #1 ranked speaker at the Inc. Magazine 1998 Workforce 2000 Conference. He has been invited to speak at eight International Customer Service Association Conferences. EXPERIENCE • 4 years in health care management • 7 years as training manager in government and the private sector • 13 years as president of his own training and consulting firm AFFILIATIONS • National Speakers Association member • National Speakers Association CSP - An earned designation that only 8% of the 3500 members have achieved • National Speakers Association - Past Arizona Chapter President • Project Management Institute EDUCATION • B.A. Education - Arizona State University • M.A .Psychology/Counseling - Northern Arizona University PUBLICATIONS • More that 40 articles published in national and international journals including Inc. Magazine's Customer Service Update, the Journal of the International Customer Service Association, the Journal of the American College of Health Care Administrators, and Brown University's Long Term Care Update. • Project Management Video Program, CareerTrack Publications • Project Management, Audio Program, CareerTrack Publications • Beyond Customer Service Video & Audio Training Program an eight volume video training program • Constructive Confrontation: a seven volume video training program • Total Quality Management in Long Term Care Video Program - published by the American College of Health Care Administrators, 1994 • Beyond HCFA-How to Accelerate Long Term Quality
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