We offer a wide variety of training sessions that will promote good customer service, better employee interaction, stronger front line management and better leadership qualities. Contact us so that we can help determine training services will enhance your employee skill set and help improve productivity. These sessions are not scheduled and are provided on request.

If  you are interested in training that is not listed, please contact us so that we can address your training needs.

Course Offerings

Course Overviews

Delivering Great Customer Service
Customer service has the power to create the entire perception a customer has of an organization. One bad experience can result in not only losing that customer but losing future customers.  more ...

Studies show that a satisfied customer may tell 2-3 people about their experience, dissatisfied customers will tell from 8-20. However, even an unhappy customer will become a loyal customer if you resolve their complaint fast, fair and friendly.

Learning Outcomes:

  • Define who is a customer
  • Apply the platinum rule of customer service
  • Handle customer complaints
  • Create golden customers
  • Develop a plan for service success
  • Handling Conflict at Work

 

Professionalism
Webster defines professionalism as: the skill, good judgment and polite behavior expected from a person who is trained to do a job well. Easier said than done;   more ...

what is deemed as professional in one circumstance may not be in another.  Today’s organizations are multi-cultural, multi-faceted and multi-tasking;the way we dress, the things we say, and how we act may change from job to job or from meeting to meeting. Employees must learn to be aware of their environment, accountable for their actions and maintain a positive attitude to be thought of as a professional in today’s ever-changing work place.

Learning Outcomes:

  • Define what it means to be a professional in their field
  • Explain the importance of maintaining integrity in their actions at work
  • Develop ways to hold themselves accountable for their success at work
  • Identify ways to maintain a positive attitude at work
  • Develop themselves as a professional

 

Communication Skills for Managers
The Communications Skills for Managers course provides students with an overview of effective methods of communication for managers.   more ...

Students gain a working knowledge of the difference between hearing and listening,   and will apply strategies for improving listening, speaking, and writing skills. In addition, students will examine methods of delivering criticism, asking questions, and teaching someone a process. The course also covers how to create effective business communications, such as presentations and documents.

Learning Outcomes:

  • Define communication
  • Describe effective listening skills
  • Deliver a clear message to listeners
  • Use appropriate questions in communicating with others
  • Explain why communication is important in helping people learn
  • Identify best practices for delivering successful presentations
  • Use effective business writing skills

 

Effective Communication
It’s no secret that good leaders are also good communicators. And the best leaders have learned that effective communication is as much about listening to others as the words they speak.   more ...

The importance of the exchange of information in the workplace makes effective communication skills a critical business tool and an essential employee attribute.

Learning Outcomes:

After completing the Communicating Effectively course, participants will be able to:

    • Recognize the components of the communication process
    • Identify the relevance and benefits of effective communication
    • Use the strengths of individual communication styles to improve business and personal relationships
    • Recognize and apply your communication style to effectively communicate with individuals who use another communication style
    • Identify the communication style of others and adapt your communication style to accommodate theirs

 

Writing for Business Results
Effective communication is critical to the success of any employee. Written communication – whether via email, snail mail or other means – is an important component of a total communication strategy.   more ...

This course increases participants’ confidence and skill in presenting their thoughts and ideas in the written form. They learn useful and practical techniques for planning, organizing and delivering results-oriented messages.

Topics Covered:

  • Reader-Centered Writing
  • Grammar and Structure
  • Writing Pitfalls: How to Stay out of Trouble
  • When Writing isn’t the Answer
  • Making it Last: How to Apply What You’ve Learned

Learning Outcomes:

    • Define “good” writing
    • Explain why good writing is important to one’s career success
    • Describe the components of reader-centered writing
    • Explain the visual components that enhance an email message and make for easy reading
    • Create an email subject line that accurately describes the purpose and content of the message
    • List and describe the main parts of speech (noun, verb, adjective, adverb.)
    • Explain the difference between a sentence fragment and a complete sentence
    • Identify common grammar guidelines that should always be used when writing work-related emails, reports or other documents.
    • State the most common mistakes people make in business writing
    • Write without making the most common mistakes
    • Identify situations in which email or written communication is inappropriate
    • Identify appropriate alternatives (i.e., in person, conference call, meeting, etc.)
    • Write a clear, concise email to a co-worker or manager
    • Create and use an editing/proofreading checklist

 

Frontline Leadership
Employees that exceed expectations in their daily work are often promoted into leadership roles. The transition from support staff to leader is often a challenging one.   more ...

Although technical and functional expertise is necessary,  it doesn’t necessarily equate to being a good leader. Without the additional skills needed to communicate effectively, engage and lead others, the transition can be difficult and unsuccessful.

Learning Outcomes:

After completing the Frontline Leadership course, participants will understand their role as a frontline leader and the necessity to support their employees to:

    • Maximize their strengths
    • Communicate effectively
    • Provide excellent customer service
    • Handle change effectively
    • Successfully resolve conflict
    • Prioritize their time for desired results
    • Deal with difficult people

 

Handling Conflict at Work
Conflict in the workplace is a given; although we may try to avoid it, we cannot escape it. The ability to recognize conflict, understand the nature or cause of the conflict and resolve conflict effectively will benefit individuals, more ...

teams and the organization as a whole. Developing the skills to handle conflict in the workplace is essential; not only will it increase morale and productivity at work, but will be of value in all areas of life.

Learning Outcomes:

After completing the Handling Conflict at Work course, participants will be able to:

    • Describe workplace conflict
    • Explain how conflict can be beneficial
    • Identify their preferred conflict resolution style
    • Adapt their preferred style to resolve conflict
    • Demonstrate steps to successfully resolve conflict

 

Dealing with Difficult People
Ever wonder how an encounter with a person went so bad so quick, and your left asking yourself “what did I do?” Chances are nothing;   more ...

you were just dealing with a difficult person. Most times we can avoid or minimize our interactions with difficult people, but sometimes they are unavoidable; co-workers, customers, maybe even our boss. The best way to handle difficult people is to be aware and prepared for their behaviors and develop strategies for dealing with them.

Learning Outcomes:

After completing the Dealing with Difficult People course, participants will be able to:

  • Explain common behaviors of difficult people
  • Describe strategies for dealing with difficult behavior
  • Apply techniques to handle anger, hostility and conflict
  • Develop a personal plan to better handle difficult behavior

 

Increasing Your Emotional Intelligence
Learn to define and practice self-management, self-awareness, self-regulation, self-motivation and empathy. Understand, use and manager your emotions.  more ...

Verbally communicate with others and successfully communicate with others in a non-verbal manner.Identify the benefits of emotional intelligence and relate emotional intelligence to the workplace. Balance optimism of emotional intelligence and effectively impact others.

Topics Covered:

  • Define and practice self-management, self-awareness, self-regulation, self-motivation, and empathy.
  • Understand, use and manage your emotions.
  • Verbally communicate with others.
  • Successfully communicate with others in a non-verbal manner.
  • Identify the benefits of emotional intelligence.
  • Relate emotional intelligence to the workplace.
  • Balance optimism of emotional intelligence.
  • Effectively impact others

 

Using Your Strengths

Do you have the opportunity to do what you do best every day? Chances are, you don’t. All too often, our natural talents go untapped. From the cradle to the cubicle, we devote more time to fixing our shortcomings than to developing our strengths.   more ...

Based on the philosophy highlighted in the bestselling book Strengths Finder 2.0 by Tom Rath, this course is sure to uncover hidden talents and strengths that will be invaluable throughout an entire career

Learning Outcomes:

After completing the Using Your Strengths course, participants will be able to:

  • Recognize the StrengthsFinder themes in themselves and others
  • Plan how to use their strengths to be more effective at work
  • Strategize a plan to use their team members’ strengths to work more effectively
  • Examine how to manage their weaknesses in order to focus on their strengths