Brad focuses on how being an effective listener leads to building influence. In leading group seminars, working with teams, and in one-on-one coaching, he emphasizes experimentation, applying specific communication models in areas such as assessing customer needs, negotiation, problem resolution, etc. Practice sessions are recorded and carefully reviewed to reinforce productive actions and introduce or redirect toward more effective behavior. Brad’s work has dovetailed with quality programs such as the Malcolm Baldrige Award, especially in the Customer Service category, and the development of human-factors measures for analytical quality programs, e.g., how to gauge soft criteria such as customer satisfaction with problem resolution. Brad has completed Columbia University's Senior Organization Development and Human Resources Management program, National Training Labs Consulting Skills curriculum, and has an MA and a BA from the University of Oklahoma.

Meredith’s philosophy is that high personal performance and organizational productivity are the direct result of clarity regarding expectations and performance measurements. She has worked successfully in environments to design and implement performance management processes with professional and unionized workforces. She has installed a performance management system, complete with job descriptions, standards of performance, coordinating with a merit pay program. Meredith has completed National Training Labs Consulting Skills curriculum. She holds an MA in Human Resources and Management Development from The New School for Social Research, an MFA from Sarah Lawrence College, and a BA with Honors in French from The State University of New York.

“Brad has made a tremendous impact in raising the level of awareness of good client management techniques, and has provided a solid foundation of skills for our client-facing associates. The feedback from associates who have participated in Brad’s Managing Client Expectations course is consistently positive. This program has been a key contributor toward driving a client focused culture within Fiserv Investment Services.”

Mike Gianoni
Group President
Financial Institutions Group

259 Hunter Avenue
Sleepy Hollow, NY 10591-1316

© 2012 Kenyon Trede Associates Ltd