Training Program Topics
The following topics can be presented in one-hour, four-hour or full-day formats unless otherwise indicated.
Staff Programs
The Seven Keys to Dazzling Service
Learn the principles, tools and techniques for "dazzling" customers at every encounter. Discover how to build customer loyalty and keep dissatisfied customers to a minimum.
Professional Telephone Techniques
An overview of telephone effectiveness and etiquette; the power of your voice; making a memorable first impression; friendly phrases that never fail; and how to calm an upset caller. (90 minutes or four-hours)
The Basics of Business Etiquette
Enhance and polish your business image with skill, sophistication and confidence. Learn and practice a proper handshake; business card etiquette; the art of small talk; remembering names; basic dress for success; business dining; and e-mail, telephone, and cubicle etiquette.
Successfully Dealing with Change
An overview of the reality of change and why it should be a positive experience. Learn about typical reactions to change; the positive change cycle; and methods for accepting and successfully adapting to inevitable change in our lives.
Interpersonal Skills for Building Relationships
This interactive communications program addresses the Ten Commandments of Positive Relationships; communication barriers; asking questions; active listening; remembering names; the Assertiveness Formula; and expressing your "No".
The Power of Your Personal Brand
Learn about the power of your personal brand; how to design it – how to market it – how to build on it; See how your brand affects your ability to be effective with customers and within your organization.
Working and Succeeding with Difficult People
Learn how to avoid and deflect conflict, successfully deal with difficult people, and identify how you could be contributing to conflicts yourself.
Successful Presentation Skills
This kind and gentle workshop helps participants minimize the "jitters" of public speaking, learn how to organization a good presentation and build rapport with the audience. (One to two days)
Taking Control of Stress
Learn about the hard facts surrounding stress and how to reduce it in your life. Highlights include: the cost of stress; tools for coping; some anti-stress techniques; finding your life balance; and determining your priorities. (One-hour or four-hours)
Working with the Generation
An interactive program about the natural conflicts and misunderstandings that exist among the four generations in today’s workplace; Discussions surround how to avoid stereotyping and how to gain empathy for other age groups. (90 minutes or four hours)
Working Together Successfully (using the Myers-Briggs Type Indicator)
Through the use of a personality assessment, participants gain a deeper understanding of themselves: what motivates them, what aggravates them, and how to communicate and build relationships with those who see the world differently. A powerful program for building teams and resolving conflicts. (1/2 day or full day)
Supervisory and Management Programs
The Art and Management of Dazzling Service
How to build and lead the exceptional service culture: hiring, training, motivating the "right" people and giving your service team the skills to succeed. Includes: customer service and profitability; the manager’s role in assuring exceptional service; how to reduce or eliminate complaints; and how to establish a reputation for the best service in your industry.
Moving Up to Supervisor
(Modules may be presented separately or as a series)- Your Role as a Supervisor
- Planning and Delegating Effectively
- Understanding and Dealign with Personality Styles
- Developing, Communicating with & Motivating the Team
- Understanding and Dealing with HR Issues
- Managing Employee Performance; Progressive Discipline
- Goal-Setting and Decision-Making
- Other topics available upon request
Coaching for Success
Coaching is based on a partnership that involves continual, open and honest communications. The workshop covers differences of management vs. leadership; the Coach’s Toolbox of Skills; and coaching through change.
Understanding You Leadership Styles (using the Myers-Briggs Type Indicator)
Using a personality assessment, this workshop will give you a clearer understanding of your own leadership style and how it may enhance or hinder your performance as a leader. You’ll also gain a better understanding of what motivates your team members, coworkers and customers.
Special Programs, Retreats and Consulting
Additional training and coaching in important areas such as interpersonal skills, gender communications, personality differences and leadership techniques, as well as departmental retreats, are always available by request.
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