Performance Communication Expert
Increase Productivity ~ Decrease Conflict ~ Improve Customer Service
If you want to present your ideas more effectively, create more satisfying and effective working relationships, lead your employees in a way that will make them want to follow, and create a workplace where people “get along and get things done” then you need Amy Castro! Amy works with organizations that want to increase productivity, decrease conflict, and improve customer service through exceptional communication. She is a recognized Performance Communication™ expert, NSA-certified speaker, author, and blogger. She holds a Bachelor’s Degree in Journalism and a Master’s Degree in Communication Studies/Human Communication Theory. She is also a Certified Speaking Professional, a designation of the National Speakers Association that is earned by fewer than 1.5% of all identified speakers worldwide.
Amy is a proud U.S. Air Force veteran, having served as a captain in the public affairs career field. While in the Air Force, Amy was part of the response team for the crash of United Flight 585 in Colorado Springs, Colorado in 1991. While in the Air Force, she earned the National Defense Service Medal for serving during Operations Desert Shield and Storm. After leaving the Air Force, she founded her company, The Performance Communication Group, which celebrated its 20-year anniversary in 2014. Over the last two decades, Amy has taught public speaking and business/professional speaking at a college level, written numerous books, and has continued to share her expertise as a professional speaker, trainer, coach, and consultant.
Amy uses her down-to-earth style, REAL stories, humor, and fun to create her customized and engaging programs focused on Performance Communication™: finding the perfect balance between getting along and getting things done. Her goal is for participants to leave her sessions ready to easily put new communication skills into action.
Amy is a board member of the Houston chapter of the National Speakers Association, a Professional Member of the National Speakers Association, (deleted ATD member), and a member of both the American Communication Association and National Communication Association. She also served as an adjunct faculty member at San Jacinto College for more than 10 years, teaching public speaking and business/professional speaking. She is also the author of the books Practical Communication: 25 Tips, Tools, and Techniques for Getting Along and Getting Things Done and The Secrets of Effective Leadership Communication.
Specialties & Expertise
- Workplace Communication
- Conflict Management
- Customer Service
- Human Resources
- Emotional Intelligence
- Empowering Employees
- Managing multi-generational workforce
- Presentation Skills
- Women in Business
COACHING YOUR EMPLOYEES: THE 364 DAYS BEFORE A PERFORMANCE APPRAISAL Live or Virtual Workshop, Keynote (for Mid-Level Managers, Front Line Leaders)
Managing employee performance isn’t something that can be done once a year. Supervisors and leaders must coach their employees daily! Participants in this informative and interactive program will identify what coaching is and is not, understand the importance of coaching in improving and maintaining performance, practice steps in coaching for success, and practice steps in coaching for improvement. Participants are recommended to take the “Performance Appraisals” workshop as a follow on to this session for a full understanding of the employee coaching and appraisal process.
COMMUNICATION SECRETS OF HIGHLY SUCCESSFUL PEOPLE Live or Virtual Workshop, Keynote (Can be adapted to employee level or leadership)
To be successful in life, it’s essential that you can communicate your ideas and feedback, as well as be able to listen with respect and accept communication from others. The most successful people in life are those who can do both things with ease. They’ve figured out the secret of finding the balance between getting along with others and getting things done. In this fun and interactive program, participants will learn the seven keys to communication success, practice key communication skills such as word choice, nonverbal communication, listening, effective questioning techniques, assertion skills, and more.
CONQUERING CONFLICT Live or Virtual Workshop, Keynote
Most people dread conflict situations, but the fact is, conflict is an inevitable, unavoidable, and often necessary aspect of interacting with others both at work and at home. Participants in this humorous and compelling program will learn their individual conflict style and be able to identify the style of their various coworkers. Participants will also have the opportunity to learn and practice effective conflict resolution techniques that will allow them to see conflict in a new light- as an opportunity for improvement rather than something to be dreaded and avoided.
FINDING AND HIRING BEST-FIT EMPLOYEES Live or Virtual Workshop (for small business owners, HR personnel, mid-level managers)
Many employers are frustrated to find that the seemingly stellar employee they met in the interview is not the person who shows up to work the first day of the job. Participants in this fun and interactive program will analyze the difference between behavioral and traditional interviews, identify the benefits of a structured, behavioral interview, practice developing behavioral interview questions that will help identify the “best fit” candidate, and practice conducting the three phases of a great behavioral employment interview.
GROWING AND CULTIVATING YOUR NEXT GENERATION OF LEADERS Live or Virtual Workshop (for mid-level managers, front line leaders)
Most organizations make the mistake of worrying about grooming new leaders when the existing leader is already transitioning out of the organization. Becoming a leader doesn’t happen overnight. Taking the time to grow and cultivate your next generation of leaders must be done NOW. In this interactive and engaging program, participants will learn how to identify potential leaders in their organization, create a leadership development plan, and identify mentoring, training, and other opportunities to develop key staff members into leaders.
SURVIVING FIRST CONTACT: CUSTOMER SERVICE SKILLS FOR FIRST CONTACT EMPLOYEES Live or Virtual Workshop, Keynote (for front-line customer services providers and their managers/leaders)
Customer service can challenge the communication skills and patience of even the nicest people. In this fun and interactive program, participants will not only learn how to survive, but to thrive in their daily interactions with customers. Participants will identify the importance of projecting a positive, professional image, understand key customer services skills such as listening, questioning, paraphrasing, and handling objections, and will practice a 5- step problem-solving conversation that can be applied to any customer problem or complaint.
WOMEN IN LEADERSHIP Live or Virtual Workshop, Keynote (for women leaders- front line management, women being developed for leadership positions)
Women are fulfilling more and more leadership roles. However, opportunities for women to learn to be effective leaders are often limited. This workshop touches on understanding the leadership gap, vital leadership traits, and how to overcome various barriers. Participants will learn how women are changing the workforce, will gain a new perspective on the workforce, and what benefits can come from hiring and promoting women to higher positions. Participants who have never had a leadership role will learn how to stand up and take the lead when a situation they care about requires it, and be able recognize these events and grab the reins with more confidence.
- Ethyl Corporation
- Marathon Oil
- Lockheed Martin
- Pricewaterhouse Coopers
- NASA Johnson Space Center
- Texas Children’s Hospital
- Harris County, Texas