Toland Hippe, Training Manager

Few sales reps feel thrilled to be sitting inside a classroom when they could be out in the field increasing their commissions—but when Toland is the instructor, that attitude changes fast. A background in telecommunications sales and account management, a knowledge of product technology, and a dynamic presentation style all combine to make Toland's training sessions high on ABR's most-requested list. She also works closely with content developers to compose lively curricula.

"When you're standing in front of people, you must be a subject matter expert," Toland says. "But you must also bring to the classroom far more than what's written in the product guide." That means adding energy and substance—and giving clients whatever they need to feel empowered. With a BA in communications from the University of Kansas, it's no wonder that Toland considers listening a manager's most essential skill. She's still cherishing one client's recent compliment: "You not only understand how we do business. You speak our language."