Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied.
With The Handing A Challenging Customer workshop, you will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
Cultivate a positive attitude
Manage internal and external stress
Develop abilities to listen actively and empathize
Build a rapport with customers in person and over the phone
Understand the diverse challenges posed by customers
Develop strategies to adapt to challenging circumstances
For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look you give the cat, it all means something.
The Communication Strategies workshop will help you understand the different methods of communication and how to make the most of each of them. These strategies will provide a great benefit for any organization and its employees. They will trickle down throughout the organization and positively impact everyone involved.
Understand what communication is
Identify ways that communication can happen
Identify barriers to communication and how to overcome them
Develop their non-verbal and paraverbal communication skills
Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation and your participants will gain some valuable skills through this workshop.
The Change Management workshop will give any leader tools to implement changes more smoothly and to have those changes better accepted. This workshop will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change.
List the steps necessary for preparing a change strategy and building support for the change
Describe the WIFM – the individual motivators for change
Use needed components to develop a change management and communications plans, and to list implementation strategies
Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
Use strategies for aligning people with a change, appealing to emotions and facts
Describe the importance of resiliency and flexibility in the context of change.
Wherever two or more people come together, there is bound to be conflict. This course will give you a seven-step conflict resolution process that you can use and modify to resolve conflict disputes of any size. You will also be provided a set of skills in solution building and finding common ground.
In the Conflict Resolution workshop, you will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.
Understand what conflict and conflict resolution mean
Understand all six phases of the conflict resolution process
Understand the five main styles of conflict resolution
Be able to adapt the process for all types of conflicts
Be able to break out parts of the process and use those tools to prevent conflict
Be able to use basic communication tools, such as the agreement frame and open questions
Be able to use basic anger and stress management techniques
While having various cultures in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. The workplace can present challenges to management in terms of handling the different generations present. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least.
The Multigenerational Workforce course will help you understand the various generations present at work, and understand what motivates them and dealing with them on a daily basis. Both the young and older worker will have many ideas to offer, which will help the organization thrive in the marketplace. Learning how to deal with the Generation Gaps at work will help you become a better manager or co-worker.
History behind generation gaps
What are traditionalists
What are baby boomers
What are Generation Xers
What are Generation Yers
Differences between each type of generation
Finding common ground among the generations
Leveraging the benefits of generation gaps at work
Team building is an important part of the work experience. It is not only applicable to your work life, but also transfers over to your personal and social life. When working with a team, it is important to fully engage yourself. One should take the time and proper steps, to become the best team member they can be.
With our Team Building For Managers workshop, your participants will learn how important team building is and how beneficial it can be. Through this workshop, your participants will gain a new perspective on teamwork, and become a valuable member to any team they are placed in. Follow the information in this workshop and create a positive atmosphere within your company with the use of teams.
Discuss the benefits of team work
Understand the importance of intentionally fostering teamwork
Determine strategies your organization can take to build teams
Understand the benefits of games and social activities in building a team
Apply the principles of team building to your own organization
For most of us, teamwork is a part of everyday life. Whether it’s at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organization and will lead to more successes than not.
The Teamwork And Team Building workshop will encourage you to explore the different aspects of a team, as well as ways that you can become a top-notch team performer. You will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member.
Describe the concept of a team, and its factors for success
Explain the four phases of the Tuckman team development model and define their characteristics
List the three types of teams
Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
Discuss the uses, benefits and disadvantages of various team-building activities
Describe several team-building activities that you can use, and in what settings
Follow strategies for setting and leading team meetings
Detail problem-solving strategies using the Six Thinking Hats model — and one consensus-building approach to solving team problems
List actions to do — and those to avoid — when encouraging teamwork