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Larry Johnson  

Total Quality Management Expert, Corporate Culture Specialist and Certified Presenter of "In Search Of Excellence"

For thirty years, Larry Johnson has helped organizations build more productive and profitable working cultures through the development of strong leaders and dedicated employees. He has received rave reviews from more 150,000 business, government, and health-care professionals all over the United States, as well as in Great Britain, China, Indonesia, Central America and Australia for his presentations on the topics of leadership, change, customer service, project management and honesty in business.

Larry Johnson is the co-author of the highly acclaimed, top-selling book, Absolute Honesty: Building A Corporate Culture That Values Straight Talk And Rewards Integrity. He also co-authored the best selling book, Generations Inc., From Boomers To Linksters, Managing the Friction Between Generations at Work. He has written more than 40 articles, published in recognized business and association journals.

His clients include National Hospice & Palliative Care Organization, Oklahoma Association for Home Care, Association for Healthcare Quality of Arizona, LEADER (Louisiana Enhancing Aging with Dignity though Empowerment and Respect), Leading Age Arizona, New Mexico Health Care Association, National Association of Community Health Centers, American Health Care Association, Arizona Health Care Association, Care Providers of Minnesota, Florida Health Care Association, Home Health Care Association of Mass., Methodist Retirement Communities, Montana Health Care Association New Mexico Health Care Association, Ohio Rehabilitation Association, Oregon Health Care Association, South Carolina Health Care Association, and Wisconsin Health Care Association.

Larry's non-Healthcare Clients include SHRM, American Health Care Association, Westinghouse, General Electric, Harley-Davidson Motor Company, Intel Corporation, Southwest Airlines, American Express, McDonald’s Corporation, Federal Express, the U.S. Bureau of Land Management, the American Health Care Association, and the Nuclear Regulatory Commission.

Additionally, Larry earned a Master Of Arts Degree in Counseling Psychology and has years of real life experience as Director of a 40 bed in-patient unit for the developmentally disabled and mentally ill, 8 years as a contributing author to the Journal of the American College of Health Care Administrators, and 26 years as president of his own consulting firm. —

Speech Topics

Taking Care: An Inspirational Message For Health Care Audiences

A presentation of the good, the bad, and the wonderful aspects of one family’s journey through the health care system

While on a bicycling vacation in 2003, CJ Johnson, wife of well-known author, speaker and corporate culture expert Larry Johnson was involved in an accident that changed their world. Despite wearing a helmet, CJ sustained a closed-head injury that put her in a coma for eight weeks, and a persistent vegetative state for seven months. Going from hospitalization in intensive care, to skilled nursing facilities to home health care, CJ and Larry experienced first-hand what it’s like to be served by caregivers, technicians, nurses, doctors, therapists, administrators.

Inspirational This presentation is Larry’s personal story about that journey. It is guaranteed to touch the hearts of the audience and make them glad they have chosen their noble profession.

Informative It also shows the audience some of the flaws in the health care system as seen from his personal experience, and offers concrete suggestions to correct those flaws. It also celebrates the good that the tremendous good that health care offers to its clients and their families.

Audience takeaways 1. A fresh commitment to providing superlative care. 2. Scheduling suggestions that will improve patient/resident satisfaction scores. 3. Techniques for motivating caregivers so they take even better care. 4. Criteria for culling mediocre staff from your winners. 5. A fresh approach for creating a culture of accountability where everyone takes responsibility for excellent care. 6. One critical idea for reducing employee turnover. 7. A new awareness of the negative behavior patterns that staff can sometimes slip into and what to do about it. 8. New energy for delivering care for residents, patients and clients.

For Caregivers – this version focuses on actual caregivers and is designed to remind them of the basics and celebrate them for the challenging and rewarding work they do.

For Managers: this version includes the inspiration of the Caregiver version, but also includes what managers can do to build a culture of accountability where staff are more likely to take responsibility for delivering the quality of care patients and residents deserve.

Turning Customers into Outrageously Loyal Fans

Research at the University of Texas found that customer satisfaction is no guarantee of customer loyalty. Customers who indicated on questionnaires that they were simply “happy” with a product or service were as likely as those who had no opinion at all to abandon the vendor. The only indicator that predicted long-term loyalty was when customers used emotional words like “love” and “adore” to describe the vendor. In other words, if you want your customers to stay with you, they are more likely to do so if they LOVE YOU.

So the question is, how to you get your customers to LOVE YOU? More to the point, how does staff that will be attending this presentation with you get your customers to LOVE YOU?

Larry Johnson will show you how to make customers become your loyal fan by providing outrageous customer service.

In this fast-paced, entertaining and informative session, you will learn:

• The “5/11 Squared Formula” as it applies to word of mouth advertising • Creating positive customer perception from the first point of contact on • The importance of timely responses to customer requests • How to manage customer expectations so you don’t disappoint them • Five bonding behaviors that will put customers on your side • The Lagniappe principle that will keep customers on your side • Five critical questions to empower staff to solve customer complaints • Turning complaints into opportunities to shine • Twelve “no no’s” guaranteed to get rid of customers • How to deal with customer anger in a win/win way • How to keep your cool when customers are nasty, impolite and rude • Why delivering great customer service is good for your heart and soul

Mastering the Storm of Change

Right now, while some organizations are seeing improvement in their economic outlook, many are still facing falling revenues, restricted budgets, and reduced growth. Like past fluctuations in the economy, this downturn will eventually pass. In the meantime, those who survive, both organizationally and individually will be those who keep their spirits up and never stop looking for new ways to perform more efficiently, effectively and creatively. Drawing on 30 years of investigation and consulting experience with some of the world’s foremost corporations and governmental organizations, Larry Johnson will show you how to make the most of these difficult times through leadership and change management.

You will learn how to:

Adapt to new roles and organizational changes so you stay ahead of the curve Deliver the best service to customers, even those you’d like to punch Stay positive even when you’re feeling down Enhance your chances for job security (not an oxymoron) Enjoy your job more and have fun in the face of doing more with less Identify the differences between things you can change and things you cannot Replace whining and pity parties with proactive, positive performance Move forward with your life by creating your own pocket of excellence Manage the psychological roller coaster that is a natural part of change Apply a three step process for selecting your healthiest options in stressful situations Become a black belt change master for your company and for your own life Play the hand that’s dealt and move forward

There is No "They:" One family's inspirational journey

Destroy the Status Quo: Leading change in a changing world

Winning the Word-of-Mouth Game: Capturing and keeping customers for life

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TGIM (Thank Goodness It's Monday): Motivating yourself and others to Excel

STRAIGHT TALK Communicating With Honesty & Integrity

et’s face it. Straight, honest, no nonsense communication in organizations today is more rare than common. Whether it’s fear of reprisal, natural timidity, or not wanting to hurt someone’s feelings, many of us avoid telling the truth when the truth needs to be told. The same applies to many of those who work for us.

The cost of such reticence can be high. If managers can’t get honest feedback from their associates, they, like the emperor in the fable of the Emperor’s New Clothes, will make foolish decisions. If associates can’t get honest feedback from their managers, they don’t improve, and their poor performance devalues the organization.

In this dynamic, fast-moving and delightfully humorous presentation, Larry shows you how to enhance your leadership skills by establishing a new standard of communication – a standard that encourages honest and candid discussions, frank expression of opinions, and healthy debate. A standard that does not mince words, insists on accountability, respects the dignity of others and is guided by a clear sense of ethics.

You will walk away with practical takeaway tools for: • Creating a culture of accountability and responsibility • Conducting difficult conversations without fracturing relationships • Correcting performance problems and other tricky issues • Listening for understanding so you can speak to be understood • Managing conflict between yourself and others • Dealing with anger in healthy, productive ways • Establishing balance between work and home life

Based on Larry Johnson’s top selling Absolute Honesty: Building A Corporate Culture That Values Straight Talk and Rewards Integrity

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