For employees to see how amazing they really are so they can
provide world class service.
Learn the benefits to company culture by delivering Amazing
Service to customers and colleagues.
How to make your job easier, fun and meaningful.
Learn a positive philosophy on life that defines solutions
to problems that service providers come up against every day.
Learn and practice The Seven Secret Skills to delivering
Amazing Service.
Advanced Interpersonal Communication
Objectives
Interact with individuals who display a specific
communication style and communicate using various verbal and nonverbal modes of
communication.
Identify the elements that influence first impressions,
build rapport and establish credibility with others, and build positive
relationships.
Use paraphrasing effectively and provide positive and
constructive feedback in a business setting.
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.
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.
Respond to customers’ complaints and identify a proper way
to reject a vendor’s contract without rejecting the vendor.
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.
Behavior-Based Interviewing – Selecting the Right Person for
the Job
Objectives
Develop objective job criteria.
Learn a technique for developing objective, open-ended
interview questions.
Conduct an objective interview that extracts in-depth
information from the applicant.
Analyze interview results and rate applicants against objective
criteria.
Follow up the interview process with rejection and offer
letters.
Business Problem Solving
Objectives
Define the basic problem-solving approaches to effectively
identify, manage, and solve problems.
Identify problem-solving techniques in the corporate world
by identifying the necessary skills of a problem solver and knowing about
different corporate cultures.
Work through the problem-solving process of identifying the
problem, generating and implementing a solution, and confirming the elimination
of the problem.
Use different critical thinking and information analysis
skills such as reasoning, logic, quantitative analysis, and qualitative
analysis.
Create and manage problem-solving teams by knowing how to
conduct effective meetings and motivate team members.
Call Center Success - Essential Skills for Customer Service
Representatives
Objectives
Learn the basics of providing high quality customer service.
Understand the six elements of professionalism.
Explore how to understand and respond to customer needs.
Build effective communication skills.
Learn the importance of a positive attitude.
Create and use a self-improvement plan.
Change Management – Leading People Through Organizational
Transitions
Objectives
Explore changes taking place in organizations today.
Discover how organizations can prepare for change.
Understand human reaction to change and how to deal with
them.
Learn about team involvement and visionary leadership.
Coaching for Development – Skills for Managers and Team
Leaders
Objectives
Understand the role of manager as coach.
Clarify the meaning for five roles of coaches.
To learn examples of techniques in quality coaching
decisions.
Conducting a Training Needs Analysis
Objectives
Discuss reasons for a needs analysis and pre-planning.
Explain investigation and data development.
Show how to analyze data and evaluate training
possibilities.
Discuss the needs analysis report.
Conflict Management – Resolving Disagreements in the
Workplace
Objectives
Honor the legitimate interests and viewpoints of others.
Communicate a helpful attitude for resolving differences.
Catch disagreement before it escalates into conflict.
Replace habitual styles of handling conflict with a
strategic approach chosen for the situation.
Take action (or planned inaction) to manage conflict and
monitor the result.
Creating a Learning Organization - Promoting Excellence through
Education
Objectives
Bring about a commitment to learning by the organization.
Make a commitment to learning.
Understand training opportunities.
Corporate Culture - Organizational Vision, Values and
Mission
Objectives
Learn the process of visioning.
Define an organizational mission.
Understand the psychology of visioning.
Discover reasons why successful organizations have vision,
values and mission.
Explore a case study related to visioning.
Dealing with Difficult People
Objectives
Develop the ability to handle difficult people with
determination and diplomacy.
Learn the common mistakes that actually worsen conflict.
Learn how to identify personality characteristics and to
communicate into each specific style.
Learn how to utilize assertive communication to specifically
deal with aggressive and passive people.
Learn how to show others how to communicate with tact,
consideration and thoughtfulness.
Delegating for Results – An Action Plan for Success as a
Manager or Leader
Objectives
Explain the delegation role of the manager.
Show how to select and train employees for delegation.
Point out potential problems and how to address them.
Discussing Employee Compensation
Objectives
Discuss pay management and employee motivation.
Give tips on talking to employees about money.
Show how to handle difficult pay management situations.
Effective Recruiting Strategies – A Practical Guide for
Success
Objectives
Learn a marketing approach to recruiting.
Learn how to use traditional methods effectively.
Learn the benefits of community outreach and how to maximize
your efforts.
To learn a networking approach and how to set-up employee
referral programs.
Employee Empowerment
Objectives
Understand basic concepts of employee empowerment.
Learn how to make decisions that empower.
Understand why empowerment is important.
Emotional Intelligence Works – Developing “People Smart”
Strategies
Objectives
To describe the benefits and challenges of applying emotional
intelligence.
To provide tools for assessing individual and organizational
strengths and opportunities for improvement.
To teach the core skills needed for emotional intelligence.
To present model strategies and examples for using emotional
intelligence in business and social settings, with family and friends.
Event Planning for Everyone - Staging Fun, Memorable, and
Successful Gatherings
Objectives
Develop the framework for the event—purpose, committee,
theme.
Match responsibilities with the skills and personalities of
committee members.
Negotiate effectively with vendors and sponsors.
Use marketing techniques to attract attention and maximize
participation.
Prevent problems and recover from those that occur.
Review the event and thank the team.
Facilitation Skills for Team Leaders
Objectives
Understand why empowered teams benefit modern organizations.
Learn about team involvement, decision making and dynamics.
Gain tools for facilitation.
Giving and Receiving Feedback – Building Constructive
Communication
Objectives
Learn how to receive critical feedback.
Present useful coping mechanisms for handling critical
feedback.
Learn how to give constructive feedback fairly and
effectively.
Discuss handling special problems.
Improving Your Company Image – Creating a Positive First
Impression
Objectives
Understand the nuts and bolts of an image including your
competitions image.
To explain the process of determining leadership
competencies.
To discuss personal qualities of leaders.
To discuss actions that competent leaders take.
Leadership Skills for Women – Achieving Impact as a Manager
Objectives
Define the qualities of effective leaders.
Present strategies for team leadership.
Address possible problems for the female leader.
Mentoring - How to Develop Successful Mentor Behaviors
Objectives
Discover how anyone can assist in the development of other
people through mentoring.
Learn mentoring behaviors to adopt or avoid.
Understand how mentoring works in today’s workplace.
New Employee Orientation
Objectives
Understand the benefits of planned orientation.
Explore strategies of employee orientation.
Learn how to develop group orientation.
Learn about problems new workers may face.
Office Management - A Productivity and Effectiveness Guide
Objectives
Understand the role of an office manager.
Explore the nature personnel relationships.
Improve leadership and human relations skills.
Learn tips about handling special situations.
Performance Management - A Practical Guide
Objectives
Understand principles of performance appraisals.
Get tips for conducting an appraisal.
Explore management leadership skills.
Plan Your Work, Work Your Plan – Secrets for More Productive
Planning
Objectives
Learn the key ingredients for successful planning.
Learn planning methods.
Provide helpful tips and strategies.
Presentations: Preparing, Developing and Delivering
Objectives
Identify the characteristics of effective communication
during a presentation, and address and work through fears of public speaking.
Prepare a presentation by analyzing the audience,
identifying the presentation’s purpose, and structuring the presentation.
Develop a presentation by writing a closing, an opening, the
body, and transitions, and rehearse the presentation.
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.
Add interest to you presentation by using humor and visual
aids, and facilitate a positive question-and-answer session.
Work toward improving your presentation skills by using the
21-day habit and writing down insight moments, and committing to be a better
speaker.
Professionalism in the Office – Proven Techniques for
Administrators, Secretaries, and Coordinators
Objectives
Attain a position as a professional.
Explore techniques for enhancing professional image.
Gain ideas for expanding skills and responsibilities.
Learn practical ways to communicate for better results.
Build relationships and networks.
Project Management – Practical Tools for Success
Objectives
Understand the basic principles of project management.
Learn about the tools of project management.
Become familiar with the role of the project manager.
Strategic Selling Strategies
Module 1: Strategic Selling Principles – 1-Day
Training
Getting your Head Back in the Sales Game
Be Your Own Guru
The Secret to Sales
Dealing with Underachievement
How to Get Back on Top
Prepare Yourself!
Change your Mind, They Will Buy
Advocacy
The Two Most Important Words
What it Takes to be #1
Module 2: Personal and Small Business Sales
Strategies - 1-Day Training
Networking
Getting to the Real Decision Maker
Engage with Questions
Creative Differentiation
Reduce Risks & Convert Sales
Module 3: Corporate Account Development Sales
Strategies – 1-Day Training
Acquiring New Accounts
Maintaining an Existing Account Relationship
Account Penetration
Team Selling a Complex Account
Facing a Competitive Selling Situation
Dealing with Change in an Account
Reselling or Handling a Difficult Account
Selling to a Committee
Stress That Motivates – Self-Talk Secrets for Success
Objectives
Explore the powerful link between stress, motivation, and
self-talk.
Gain tools for self-protection and self-motivation in
stressful situations.
Avoid the five biggest traps in self-talk.
Discover a ready-to-use reinforcement system that will help
you cut stress, build motivation, and get the right things done.
Systematic Succession Planning
Objectives
Understand the importance of a systematic succession plan.
Develop a succession program to meet the organization’s
needs.
Identify leaders and leadership positions.
Become familiar with the operation and evaluation of a
systematic succession plan.
The New Supervisor - Stepping Up with Confidence
Objectives
Learn the basic responsibilities, technical skills, and
attitude required to be a successful supervisor.
Discover four fundamentals every supervisor must master and
to provide ideas and skills for putting them in place.
Become acquainted with special situations that a supervisor
can expect to encounter and show how to deal with them.
Prepare an Action Plan that incorporates the concepts and
techniques from this book into daily life.
Team Building - An Exercise in Leadership
Objectives
To spell out the differences between a group and a team.
To present tips for becoming an effective team leader.
To explore behavior styles and the strengths each style
brings to the team.
To demonstrate ways to promote open communication and team
involvement.
To explain the importance of helping team members to achieve
and grow in their jobs.
Team Building - Working in Teams
Objectives
To explain what teamwork is all about, what roles you’ll
play, and how you’ll figure out what to do together.
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.
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
To help you explore your thoughts, feelings, and attitudes
about people different from yourself.
To explain techniques for improving how you communicate and
use language in a diverse setting.
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:
Senior managers considering cross-functional team programs.
Mid-managers wanting to launch project teams and accelerate
results.
Leaders who chair team meetings and manage projects.
Facilitators who guide the process and coach everyone
involved.
Teams - Problem Solving for: - A Systematic Approach to
Consensus Decision Making
Objectives
Learn problem-solving techniques that work.
Understand how to define a problem.
Master skills in problem analysis.
Learn tools for decision making.
Explore ways to implement decision making.
Teams - Virtual Teaming - Breaking the Barriers of Time and
Place
Objectives
To explain the fundamentals of launching a virtual team.
To describe the benefits and challenges of working in a
virtual team.
To provide tools for assessing individual and team readiness
for working in a virtual team.
To teach the core skills needed for working in a virtual
team.
To provide effective communication techniques for working
with members of a virtual team.
Time Management
Objectives
Determine how to presently use time.
Become aware of the portion of time which can be controlled.
Learn how to make the most effective use of the time under
his or her control.
Handle uncontrollable time in a more efficient way
Use time the way he or she chooses (work, play, or rest)
Training Managers to Train - Developing Diverse Talent
Objectives
Discover why managers should learn to train.
Explore key concepts in training adults in the workplace.
Understand the role of position analysis in defining a
training program.
Explore practical methods for planning and implementing
on-the-job training. (OJT)
Learn guidelines for evaluating the effectiveness of a
manager’s training efforts.
