Amazing Customer Service - The Psychology of

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 philosopy 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.

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.

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.

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.

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.

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.

• Learn how image can target and screen prospects.

• Craft and fine tune your entity’s image.

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.

Managing Emotions in Stressful Situations

Objectives

• Learn how to recognize when what you are doing is not working and stop doing it.

• Better understand the role emotions play in your life, especially painful one like anger and guilt.

• Learn to experience your emotions more fully, while at the same time controlling their expression more deliberately.

• build self-control and willpower by increasing your awareness of your you make and avoid choices.

• Look at your relationships – with your colleagues, family and friends and learn how better emotional coping skills can create stronger ties.

• let go of the need to resist workplace change and begin to appreciate the opportunities it presents.

• realize how to stop your thought from becoming destructive when you’re angry and upset.

• gain a sense of personal power that comes from learning to successfully adapt to your changing emotional states.

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.

Presentatons: 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 Decision Making

Objectives

• Identify the factors and steps involved in decision making, define decisions appropriately, understand and use decision frames, and overcome overconfidence and uncertainty.

• Generate options for a decision and select an option by evaluating the options.

• Review Decisions and learn from their results. Learn for the experience of others.

• create scenarios by using the extremes and driving forces methods, make linked decisions, and follow the guidelines for making linked decisions.

• Assure the success of a decision, arrive at a group decisions by using affinity diagrams, and overcome decision making barriers such as conflicts and groupthink.

• Improve negotiation strategy and decision outcomes and avoid pitfalls in negotiations.

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

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).

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