Open, honest communication is the foundation of every successful organization or relationship - business or personal. In the accompanying slide presentation is a process that will assist you in developing that foundation. For addititonal information, coaching, consulting or training please contact me using the information on the last slide.

1. Personal and Professional Performance Execution That Will Make You: Efficient; Effective; Outcome Focused Kevin W. Cook 2563 Peachtree Dr., Perkasie, Pa., 18944 H(215) 258-2160; C(215) 527-1985 vcircle@comcast.net

2. Expertise Leadership and Organizational Development, Performance Consulting, Talent Review/Succession Planning, Training & Development, Personal and Executive Coaching, H.R. Business Partner, Training Management, Call Center Management, Customer Service

3. Objective To support and promote a forward thinking company where: •I can make a significant contribution to bottom-line results •An upbeat positive attitude and sense of humor are important •Decisions are made for long term growth and development of individuals, the client and the organization • A judicious investment in human capital (internal & external) is valued as crucial

4. Organizational Requirements Organizational Alignment Individual Accountability •Top 3 needs of teams, markets, organizations, etc.* •Outcome of needs satisfaction Customer Satisfaction/ Profitability Open and Honest Communication

5. Addressing Requirements Expectations Resources Mission, Vision, Culture Results (Engagement) •4 Necessary Ingredients for Success Execution

6. Meeting the Needs Provide clear specific Expectations Drive a “Culture of Accountability” Ensure that the foundational Experiences of the organization and the individual are in alignment with the intended Culture Beliefs Culture Results Behaviors Experiences

7. Meeting the Needs, cont’d •Develop a culture of Feedback, Accountability, Communication, Coaching and Mentoring in alignment with the expectations •Promote an understanding of “How to have the conversation” Beliefs Culture Results Behaviors Experiences

8. Meeting the Needs, cont’d • Develop a culture of engagement based on individual uniqueness and talent • Based on engagement, promote an environment of sales and customer service based on accountable Service Level Standards Beliefs Culture Results Behaviors Experiences

9. Cost/Benefit Analysis • Minimal investment in analysis and recommendations • No cost for ongoing implementation • Sales performance at 39% above goal • Turn over decreased 27% • Call Center Quality 94.3%

10. Key Benefits •Improved performance at all levels of the organization • Increased job satisfaction and employee engagement • Increased retention (employee and client) • Minimal cost to organization.

11. Client Feedback Dawn Kline, VP, The Nyman Group (business partner) “Kevin hired us to develop a customized, sales training program for one of Sovereign Bank's regional divisions. Kevin was delightful to work with. He worked diligently to identify internal constituent needs and to build a coalition of support for strategic, professional development.” Judy McKee, Owner, McKee Consulting LLC “Kevin has superior communication skills which gives him a heads up when managing and working with others. I know his character is impeccable. In a world where soft skills are hard to measure, this man measures up in the top 10. He knows his business and strives to give others a chance to grow with his leadership and talent. I would recommend him for any job that required leadership skills and interpersonal communication skills. “ Kevin Meck, AVP-HRIS Manager Reporting, Sovereign Bank “Kevin is a complete business partner with an unrivaled dedication towards providing solutions. Kevin has the ability to dive into the core issues with the business leaders and help not only drive results but develop plans that strive for continuous improvements. I was fortunate to work with Kevin on many projects and Kevin played such a valuable role in ensuring successful completion of each project. Kevin is well respected by all those that work with him, a true professional who understands the big picture.”

12. Certifications Myers-Briggs, Personality Assessment Qualified Linkage, Inc., Coaching Leaders, Certification Hay Group, Emotional Intelligence Gallup, Inc., Strengths Performance Coach Partners in Change, Performance Consulting Certification Arbinger Inst., Coaching Certified Partners in Leadership, Accountability Certification Workplace Diversity Certified McKee Motivation, LLC, LAMA Certified

13. Personal and Professional Performance Execution That Will Make You: Efficient; Effective; Outcome Focused Kevin W. Cook 2563 Peachtree Dr., Perkasie, Pa., 18944 H(215) 258-2160; C(215) 527-1985 vcircle@comcast.net