Amazing Customer Service

Objectives

• 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.

Accountability

Objectives

• To explain how building relationships that support maximum accountability is beneficial to the organization and the individual.
• To describe how to establish positive expectations and rapport through the use of active listening skills.
• To explain how to delegate effectively so that employees are empowered and motivated to be accountable for results.
• To provide tips and tools for improving communications and create win-win relationships.

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.

Attitude - Your Most Priceless Possession

Objectives

• To define attitude, to show its importance and effect on personality and work performance, and to explain how to keep it positive
• To present specific techniques for retaining and recapturing a positive attitude
• To show the effect of a positive attitude on the work environment, especially its effect on workforce diversity, career success, and teamwork
• To explain how to protect a positive attitude
• 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

• 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.

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.

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.

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.

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.

Leadership Competencies - Creating Tomorrow's Leaders Today

Objectives

• 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.

Negotation Basics - Win-Win Strategies for Everyone

Objectives

• Explore negotiation opportunities and approaches.
• Understand the steps necessary for negotiations to work effectively.
• 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

• 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.

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.

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 Talents

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.

Working In Retail - Mini Training Series

• Getting to know your customer
• Meet your customer's needs
• Build a continuing relationship
• Go the extra mile
• Explain features and benefits
• Building the sale
• Closing the sale
• Completing the sales transaction
• Preventing loss
• Promoting safety
• Stocking the shelves
• Keeping up appearances