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Professional Growth PDF Print E-mail

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.


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.


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

 
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