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Amazing Customer Service
Objectives
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For employees to see
how amazing they really are so they can provide world class service.
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Learn the benefits
to company culture by delivering Amazing Service to customers and colleagues.
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How to make your job
easier, fun and meaningful.
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Learn a positive
philosophy on life that defines solutions to problems that service providers
come up against every day.
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Learn and practice
The Seven Secret Skills to delivering Amazing Service.
Accountability
Objectives
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To explain how
building relationships that support maximum accountability is beneficial to the
organization and the individual.
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To describe how to
establish positive expectations and rapport through the use of active listening
skills.
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To explain how to
delegate effectively so that employees are empowered and motivated to be
accountable for results.
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To provide tips and
tools for improving communications and create win-win relationships.
Advanced Interpersonal Communication
Objectives
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Interact with
individuals who display a specific communication style and communicate using
various verbal and nonverbal modes of communication.
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Identify the
elements that influence first impressions, build rapport and establish
credibility with others, and build positive relationships.
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Use paraphrasing
effectively and provide positive and constructive feedback in a business
setting.
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Identify the types
of ineffective supervisors and use different techniques to deal with them, and
identify the steps necessary to prepare for negotiating a raise and to resign a
job.
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Identify the
guidelines for communicating with colleagues, take appropriate steps to
apologize to a subordinate, and use appropriate tactics to refuse a
subordinate's request.
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Respond to
customers' complaints and identify a proper way to reject a vendor's contract
without rejecting the vendor.
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Determine the nature
of an organization's culture, use the cultural network to your advantage and
identify the characteristics of the roles exhibited in a cultural network,
select the elements of physical culture that affect interpersonal
communication, and identify the ways in which managers can build a positive
culture.
Attitude - Your Most Priceless Possession
Objectives
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To define attitude,
to show its importance and effect on personality and work performance, and to
explain how to keep it positive
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To present specific
techniques for retaining and recapturing a positive attitude
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To show the effect
of a positive attitude on the work environment, especially its effect on
workforce diversity, career success, and teamwork
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To explain how to
protect a positive attitude
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To prompt you to
prepare an Action Plan that incorporates the ideas, concepts, and techniques
presented in this course into your daily life
Call Center Success - Essential Skills for Customer Service
Representatives
Objectives
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Learn the basics of
providing high quality customer service.
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Understand the six
elements of professionalism.
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Explore how to
understand and respond to customer needs.
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Build effective
communication skills.
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Learn the importance
of a positive attitude.
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Create and use a
self-improvement plan.
Change Management - Leading People Through Organizational Transitions
Objectives
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Explore changes
taking place in organizations today.
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Discover how
organizations can prepare for change.
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Understand human
reaction to change and how to deal with them.
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Learn about team
involvement and visionary leadership.
Coaching for Development - Skills for Managers and Team Leaders
Objectives
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Understand the role
of manager as coach.
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Clarify the meaning
for five roles of coaches.
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To learn examples of
techniques in quality coaching decisions.
Conflict Management - Resolving Disagreements in the Workplace
Objectives
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Honor the legitimate
interests and viewpoints of others.
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Communicate a
helpful attitude for resolving differences.
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Catch disagreement
before it escalates into conflict.
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Replace habitual
styles of handling conflict with a strategic approach chosen for the situation.
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Take action (or
planned inaction) to manage conflict and monitor the result.
Corporate Culture - Organizational Vision, Values and Mission
Objectives
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Learn the process of
visioning.
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Define an
organizational mission.
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Understand the
psychology of visioning.
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Discover reasons why
successful organizations have vision, values and mission.
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Explore a case study
related to visioning.
Dealing with Difficult People
Objectives
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Develop the ability
to handle difficult people with determination and diplomacy.
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Learn the common
mistakes that actually worsen conflict.
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Learn how to
identify personality characteristics and to communicate into each specific
style.
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Learn how to utilize
assertive communication to specifically deal with aggressive and passive
people.
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Learn how to show
others how to communicate with tact, consideration and thoughtfulness.
Employee Empowerment
Objectives
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Understand basic
concepts of employee empowerment.
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Learn how to make decisions
that empower.
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Understand why
empowerment is important.
Emotional Intelligence Works - Developing "People Smart" Strategies
Objectives
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To describe the
benefits and challenges of applying emotional intelligence.
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To provide tools for
assessing individual and organizational strengths and opportunities for
improvement.
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To teach the core
skills needed for emotional intelligence.
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To present model
strategies and examples for using emotional intelligence in business and social
settings, with family and friends.
Facilitation Skills for Team Leaders
Objectives
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Understand why
empowered teams benefit modern organizations.
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Learn about team
involvement, decision making and dynamics.
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Gain tools for
facilitation.
Giving and Receiving Feedback - Building Constructive Communication
Objectives
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Learn how to receive
critical feedback.
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Present useful
coping mechanisms for handling critical feedback.
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Learn how to give
constructive feedback fairly and effectively.
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Discuss handling
special problems.
Leadership Competencies - Creating Tomorrow's Leaders Today
Objectives
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To explain the
process of determining leadership competencies.
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To discuss personal
qualities of leaders.
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To discuss actions
that competent leaders take.
Leadership Skills for Women - Achieving Impact as a Manager
Objectives
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Define the qualities
of effective leaders.
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Present strategies
for team leadership.
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Address possible
problems for the female leader.
Mentoring - How to Develop Successful Mentor Behaviors
Objectives
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Discover how anyone
can assist in the development of other people through mentoring.
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Learn mentoring
behaviors to adopt or avoid.
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Understand how
mentoring works in today's workplace.
Negotation Basics - Win-Win Strategies for Everyone
Objectives
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Explore negotiation opportunities and approaches.
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Understand the steps necessary for negotiations to work effectively.
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Learn negotiation strategies and tactics for success.
- Understand negotiation skills using the case study method.
- Find resources for further information on and support for negotiation.
Plan Your Work, Work Your Plan - Secrets for More Productive Planning
Objectives
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Learn the key
ingredients for successful planning.
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Learn planning
methods.
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Provide helpful tips
and strategies.
Presentations: Preparing, Developing and Delivering
Objectives
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Identify the
characteristics of effective communication during a presentation, and address
and work through fears of public speaking.
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Prepare a
presentation by analyzing the audience, identifying the presentation's purpose,
and structuring the presentation.
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Develop a
presentation by writing a closing, an opening, the body, and transitions, and
rehearse the presentation.
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Deliver a successful
presentation by understanding and capitalizing on the seven components of a
successful presentation: anxiety and nervousness, rapport and credibility,
personal motivation, and voice and body techniques.
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Add interest to you
presentation by using humor and visual aids, and facilitate a positive question-and-answer
session.
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Work toward
improving your presentation skills by using the 21-day habit and writing down
insight moments, and committing to be a better speaker.
Strategic Selling Strategies
Module 1: Strategic Selling Principles - 1-Day Training
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Getting your Head
Back in the Sales Game
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Be Your Own Guru
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The Secret to Sales
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Dealing with
Underachievement
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How to Get Back on
Top
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Prepare Yourself!
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Change your Mind,
They Will Buy
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Advocacy
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The Two Most
Important Words
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What it Takes to be
#1
Module 2: Personal and Small
Business Sales Strategies - 1-Day
Training
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Networking
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Getting to the Real
Decision Maker
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Engage with
Questions
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Creative
Differentiation
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Reduce Risks &
Convert Sales
Module 3: Corporate Account Development Sales
Strategies - 1-Day Training
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Acquiring New
Accounts
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Maintaining an
Existing Account Relationship
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Account Penetration
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Team Selling a
Complex Account
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Facing a Competitive
Selling Situation
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Dealing with Change
in an Account
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Reselling or
Handling a Difficult Account
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Selling to a
Committee
Stress That Motivates - Self-Talk Secrets for Success
Objectives
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Explore the powerful
link between stress, motivation, and self-talk.
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Gain tools for
self-protection and self-motivation in stressful situations.
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Avoid the five
biggest traps in self-talk.
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Discover a
ready-to-use reinforcement system that will help you cut stress, build
motivation, and get the right things done.
The New Supervisor - Stepping Up with Confidence
Objectives
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Learn the basic
responsibilities, technical skills, and attitude required to be a successful
supervisor.
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Discover four
fundamentals every supervisor must master and to provide ideas and skills for
putting them in place.
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Become acquainted
with special situations that a supervisor can expect to encounter and show how
to deal with them.
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Prepare an Action Plan
that incorporates the concepts and techniques from this book into daily life.
Team Building - An Exercise in Leadership
Objectives
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To spell out the
differences between a group and a team.
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To present tips for
becoming an effective team leader.
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To explore behavior
styles and the strengths each style brings to the team.
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To demonstrate ways
to promote open communication and team involvement.
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To explain the
importance of helping team members to achieve and grow in their jobs.
Team Building - Working in Teams
Objectives
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To explain what
teamwork is all about, what roles you'll play, and how you'll figure out what
to do together.
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To describe how to
make team meetings work, how you can reach agreement with others, and how you
can all build your team into a "family" unit.
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To present the best
ways to follow up on teamwork so others, including the managers who support the
whole deal, will listen to your decisions.
Teamwork - Succeeding in a Multicultural Organization
Objectives
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To help you explore
your thoughts, feelings, and attitudes about people different from yourself.
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To explain
techniques for improving how you communicate and use language in a diverse
setting.
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To increase your
awareness of how you behave and interact with diverse colleagues and customers.
Team Deployment
(Rapid) - Building High-Performance Project Teams
This course is
intended for:
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Senior managers
considering cross-functional team programs.
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Mid-managers wanting
to launch project teams and accelerate results.
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Leaders who chair
team meetings and manage projects.
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Facilitators who
guide the process and coach everyone involved.
Teams - Problem Solving for: - A Systematic Approach to Consensus
Decision Making
Objectives
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Learn
problem-solving techniques that work.
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Understand how to
define a problem.
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Master skills in
problem analysis.
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Learn tools for
decision making.
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Explore ways to
implement decision making.
Teams - Virtual Teaming - Breaking the Barriers of Time and Place
Objectives
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To explain the
fundamentals of launching a virtual team.
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To describe the
benefits and challenges of working in a virtual team.
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To provide tools for
assessing individual and team readiness for working in a virtual team.
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To teach the core
skills needed for working in a virtual team.
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To provide effective
communication techniques for working with members of a virtual team.
Time Management
Objectives
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Determine how to
presently use time.
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Become aware of the
portion of time which can be controlled.
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Learn how to make
the most effective use of the time under his or her control.
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Handle
uncontrollable time in a more efficient way.
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Use time the way he
or she chooses (work, play, or rest).
Training Managers to Train - Developing Diverse Talents
Objectives
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Discover why
managers should learn to train.
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Explore key concepts
in training adults in the workplace.
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Understand the role
of position analysis in defining a training program.
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Explore practical
methods for planning and implementing on-the-job training. (OJT)
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Learn guidelines for
evaluating the effectiveness of a manager's training efforts.
Working In Retail - Mini Training Series
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Getting to know your
customer
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Meet your customer's
needs
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Build a continuing
relationship
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Go the extra mile
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Explain features and
benefits
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Building the sale
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Closing the sale
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Completing the sales
transaction
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Preventing loss
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Promoting safety
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Stocking the shelves
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Keeping up
appearances
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