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While
many companies promise to deliver an incredible customer experience, some are
better at delivering than others. This two-day course is designed around six
critical elements of customer service that, when the company lives them, bring
customers back to experience service that outdoes the competition.
The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This short course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.
Effective delegation is one of the most valuable skills you can master. It reduces your workload and develops employee skills. Delegating prepares employees who work for you to be able to handle your responsibilities and simultaneously allows you to advance to other career opportunities within your organization.
Delegation is often one of the hardest skills for a manager to master. However, the skill can be learned. This course will explore many of the facets of delegation, including when to delegate and to whom to delegate. We will also go through the delegation process step by step and learn about techniques to overcome problems.Many
people see conflict as a negative experience. In fact, conflict is a necessary
part of our personal growth and development. Think of when you were trying to
choose your major in college, for example, or trying to decide between two
jobs. However, conflict becomes an issue when the people involved cannot work
through it. They become engaged in a battle that does not result in growth.
When this type of conflict arises, negative energy can result, causing hurt
feelings and damaged relationships. This course will give participants
the tools that will help you resolve conflict successfully and produce a
win-win outcome.
Training
is an essential element of development in any organization. Being knowledgeable
and continuing to learn throughout your career can make you a very valuable
asset. We also know that training and orientation (or ‘onboarding’) for newly
hired employees is a key factor in retention. This course is designed
for a trainer who wants to develop training programs that are meaningful,
practical, and will benefit both trainees and the organizations they work for.
What Will Students Learn?
What Topics are Covered?
What’s Included?
Organizations
who promote accountability are more successful and more productive. In this
one-day workshop, you will learn about what accountability is, how to promote
it in your organization, and how to become more accountable to yourself and
others.
Have
you ever been in a workplace situation where a supervisor has made a decision
that you didn’t agree with? Did you wish that you could ask someone else what
they thought of the decision; whether they would have done the same thing? The
peer review process offers employees just that chance, using a formalized
procedure to ask, consider, and resolve just these sorts of questions. This
one-day workshop will teach you everything you need to know about employee
dispute resolution through mediation.
There are currently five generations in the workforce. Only a few short years ago employers who were expecting to be faced with mass retirements are now looking at accommodating workers who cannot afford to retire, or are simply healthy and happy enough they’d like to stay at work. However, the labor force continues to put in hard work and lots of strategy to find the right people to fill vacancies and to be able to serve their customers.
This course examines the history and reality of the generation gap, especially for recruiters and succession planning. In it, we will explore whether defining the actual limits of each generation is most important, or whether the merits of people within the context of employment is the bigger issue. After all, understanding others helps us to understand ourselves and to manage the people that we work with. We will also explore problems, solutions, and strategies to help overcome issues of the generation gap.
An effective human resource professional knows that managing employee performance is more than responding to problems, conducting performance reviews, or hiring staff. Performance management begins with an orientation to the organization and the job, and continues on a daily basis as employees are trained and coached.
A thoughtful new employee orientation program, coupled with an employee handbook (or website) that communicates workplace policies, can reduce turnover and those reductions save your organization money. Whether your company has two employees or a thousand employees, don’t leave employee retention to chance. Engage them from the moment they are hired; give them what they need to feel welcome, and let them impress you with what they bring to your company. This course is just the start that you need!
Interviewing sounds easy enough: you arrange for a conversation between you and potential candidates, and then select the best person for a particular position. But what if you could refine the process in such a way that you were confident that you are selecting the right person? How do you separate the good from the great, when they have similar work experience and strengths to offer? This two-day workshop will give you the skills and tools to hire successful candidates.
Inspiring
someone to be their best is no easy task. Just how do you manage for optimum
performance? How do you create a motivating environment that encourages people
to go beyond their best? This course will give you some of those
skills.
It’s
no secret that employees who feel they are valued and recognized for the work
they do are more motivated, responsible, and productive. This one-day workshop
will help supervisors and managers create a more dynamic, loyal, and energized
workplace. It is designed specifically to help busy managers and supervisors
understand what employees want, and to give them a starting point for creating
champions.
What Will Students Learn?
What Topics are Covered?
What’s Included?
Success
as a manager is heavily influenced by how well your team operates and what kind
of results they achieve. Is your team able to solve problems? Can they resolve
conflict? Are they enthusiastic and motivated to do their best? Do they work
well together? This course is designed for participants who want to
develop their team leadership skills and unleash the talent of their individual
team members.
Thiscourse is for people who are new supervisors or who are interested in a supervisory position, as well as those who are team leads or part-time supervisors without a great deal of authority.
This course is designed to help participants overcome many of the supervisory problems that they will encounter as a workplace leader. Dealing with the problems that a new supervisor encounters isn’t easy, but it doesn’t have to lead to discouragement.
Between 2010 and 2015, employers paid out $698.7 million to employees alleging harassment (through the U.S. Employment Equity Opportunity Commission’s administrative enforcement prelitigation process.) The largest sexual harassment jury award totaled $168 million in 2012. But financial repercussions are not the only reason why workplaces need to be proactive when it comes to preventing harassment. This type of behavior has harmful effects on the victims such as health and self-esteem problems, as well as negative impacts on the workplaces where it occurs, including decreased productivity and increased absenteeism.
But how do you prevent harassment from occurring? What sorts of policies should be in place? What should managers do to protect their employees? And if a complaint is filed, what will we do? All of these questions (and more!) will be answered in this course.What Will Students Learn?
Describe appropriate solutions for a harassment incident
Help your workplace return to normal after a harassment incident
Know what to do if a complaint is false
What Topics are Covered?
What’s Included?
Violence
of any sort has many roots. Sometimes there are warning signs of workplace
violence, but this is not always the case. It is up to us to learn whatever we
can to prevent, identify, and mitigate any threats, and this comprehensive course includes everything a workplace leader needs to get started.
What
exactly makes a decision ethical? The problem with ethics is that what may seem
morally right (or ethical) to one person may seem appalling to another. This
course will not provide you with an easy way to solve every ethical decision
you will ever have to make. It will, however, help you define your ethical
framework to make solving those ethical dilemmas easier. We’ll also look at
some tools that you can use when you’re faced with an ethical decision. And,
we’ll look at some techniques you can use so you don’t get stuck in an ethical
quandary. Best of all, we’ll look at a lot of case studies so that you can
practice making decisions in a safe environment.
Although
it does take plenty of creativity to design an event that is memorable and
meaningful, it also takes careful attention to detail, adaptability, effective
delegating, and a lot of work. This course will walk you through the
process of event management, from the beginning stages of planning, to the
final touches (like decorations, food, and music). While this course is
specifically for corporate event planning, the elements here can also be
applied to more personal event planning. Essentially, we’re creating an
effective and well planned design that is ready for implementation and can be
used over and over again.
Negotiating is about resolving differences. People who can master the process of negotiation find they can save time and money, develop a higher degree of satisfaction with outcomes at home and at work, and earn greater respect in their communities when they understand how to negotiate well.
Negotiating is a fundamental fact of life. Whether you are working on a project or fulfilling support duties, this workshop will provide you with a basic comfort level to negotiate in any situation. This interactive course includes techniques to promote effective communication and gives you techniques for turning face-to-face confrontation into side-by-side problem solving.This
course is a tool for your leadership development. It is designed to
help you create and accomplish your personal best, and to help you lead others
to get extraordinary things done.
This course is a tool for your leadership development. It is designed to
help you create and accomplish your personal best, and to help you lead others
to get extraordinary things done.
Change is something that excites people who love opportunities for growth, to see and learn about new things, or who like to shift the status quo. Some changes, however, are harder to adjust to and lead to expressions of resistance and anger. We can take concrete steps to make change more palatable by understanding people’s hesitation, enlisting the help of others, setting up plans, and managing stressors. These steps can also ensure that desired changes are implemented successfully.
In this course, you will learn how to manage and cope with change and how to help those around you too.
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Coach, Mentor, Role Model, Supporter, Guide... do these words ring a bell? Being a coach involves being able to draw from several disciplines. Coaching is based on a partnership that involves giving both support and challenging opportunities to employees. Mentorship is a related skill that is often a part of coaching. It’s about being a guide, offering wisdom and advice when it is needed. Knowing how and when to coach (and when to use other tools, like mentoring) is an essential skill that can benefit both you and your organization. |
Project management is not just restricted to certain industries, or to individuals with certification as a project manager. Lots of us are expected to complete assignments that are not a usual part of our job, and to get the job done well, within our budget, and on time.
This course is intended for participants who understand the conceptual phase of a project’s life cycle, including setting goals, creating a vision statement, and creating the Statement of Work. This course will take participants through the remaining three stages: planning, execution, and termination.
Supervisors represent an important force in the
economy. You have the power to turn on or turn off the productivity of the
people who report to you. You are the crucial interface between the employee on
the shop floor or the service desk and the managers of the organization.
Although you usually have more technical experience than the employees you
supervise, you may not have had a lot of leadership experience. This course will give you the skills in communication, coaching, and conflict that
you need to be successful.
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If you and the people who work with you don’t understand where the company is going, they may all develop their own priorities and actually prevent you from getting where you need to be. Part of getting everyone on board is creating a strategic plan complete with the organization’s values, vision, and mission. Then, there’s the challenge of bringing these principles to life in a meaningful way that people can relate to. This course will help you describe what you want to do and get people where you want to go. |
Work
is not the only thing that matters in life, but most of us want to take pride
in what we do. While we don’t have to like the people we work with, or report
to, at the very least we should be able to interact positively with them. The
biggest influence on job satisfaction is our relationship with others. Our work
should not be a burden to us and our offices shouldn’t be battlefields. We are
human beings working with other human beings. This course is about
working to the best of your abilities, and encouraging the best in those who
work with you, or for you.
Today’s
workforce is experiencing job burnout and stress in epidemic proportions.
Workers at all levels feel stressed out, insecure, and misunderstood. Many
people feel the demands of the workplace, combined with the demands of home,
have become too much to handle. This one-day workshop explores the causes of
such stress, and suggests general and specific stress management strategies
that people can use every day.
This is a course for those who already are good writers. Our time will be devoted to writing letters of recommendation, of persuasion, of refusal, or of action, that reflect current word usage and up-to-date formats. You can also learn some basics about writing business cases, proposals, and reports.
What Will Students Learn?
What Topics are Covered?
What’s Included?
For
managers in today’s business world, it’s essential to have a working knowledge
of finance. We all play a role in our organization’s financial health, whether
we realize it or not. If you don’t have training or a background in finance,
you may be at a disadvantage as you sit around the management table.
Understanding the cycle of finance will help you figure out where you fit into
your company’s financial structure, and how to keep your department out of the
red. This course will help you prepare budgets and make decisions with
confidence.
Creative
thinking and innovation are vital components in both our personal and
professional lives. However, many people feel as though they are lacking in
creativity. What most of us do not recognize is that we are creative on a daily
basis, whether it’s picking out what clothes to wear in the morning or
stretching a tight budget at work. While these tasks may not normally be
associated with creativity, there is a great deal of creativity involved to get
those jobs done. While some people seem to be simply bursting with creativity,
others find it a struggle to think outside the square. If you fall into the
latter category, it is important to understand that boosting your creative and
innovative abilities takes practice. Recognizing and honing your own creative
potential is a process. That’s what this two-day workshop is all about.
What Will Students Learn?
What Topics are Covered?
What’s Included?
Specialized manual and course materials
Personalized certificate of completion
As project managers and leads, we all know how difficult it can be to accurately determine the duration of a project, yet that is exactly what is expected of us on a regular basis. This course will not disclose the secret of creating an accurate schedule, because there isn’t one. However, it will provide the factors and fundamental elements that you should consider and address when creating any type of schedule.
Participants should complete the Intermediate Project Management workshop prior to this course, or have equivalent knowledge.How
can you facilitate, rather than control, group decision-making and team
interaction? With no formal training, people may find it difficult to make the
transition from instructors or managers to facilitators. This course has been created to make core facilitation skills better understood and readily
available for your organization. It represents materials and ideas that have
been tested and refined over twenty years of active facilitation in all types
of settings.
When
we talk about influence and persuasion, we often talk about marketing and
sales. However, we influence in many ways and with great frequency. If you want
a raise, sometimes you need to persuade your boss. If you want to convince your
team to adopt a change, help your staff make choices, or choose the best place
for lunch, there is often influencing taking place. This one day workshop will
help participants learn how to influence and persuade in a variety of areas.
Why
are there so many different organizational systems and time management methods
out there? The answer is simple: it’s like any other personal challenge, like
weight loss or money management. There is no simple, one size fits all answer.
You must build a solution that works for you. Over the course of this course, we will explore various time management and organizational tools and
techniques so that you can build a customized productivity plan for your
personal and professional lives. At the end of the course, you will emerge with
a plan that works for you, so that you can start regaining control of your
life!
We
make decisions and solve problems continually. We start making decisions before
we even get out of bed (shall I get up now or not?). Sometimes, we will have
made as many as 50 decisions by the time we leave for work. Despite all the
natural decision making that goes on and the problem solving we do, some people
are very uncomfortable with having to make decisions. You may know someone who
has a hard time making decisions about what to eat, never mind the internal wrestling
they go through in order to take on major decisions at work. Likewise, we’ve
probably all looked at a solution to something and said, “I could have thought
of that.” The key to finding creative solutions is not just creativity,
although that will certainly help. The answer rests in our ability to identify
options, research them, and then put things together in a way that works.
Having a process to work through can take the anxiety out of problem solving
and make decisions easier. That’s what this course is all about.
Time is money, the saying goes, and lots of it gets lost in disorganization and disruption. We also deal with a constant barrage of technology, people, and tasks that can contribute to that disorganization. Many people find that they flit from one task to another, trying to get everything done. In this one-day workshop, you will learn how to make the most of your time by getting a grip on your workflow and office space, using your planner effectively, and delegating some of your work to other people.
n
this course, we will walk you through the nuts and bolts of project
management, from setting priorities to controlling expenses and reporting on
the results. You may still have to cope with the unexpected, but you’ll be
better prepared.
It is essential to understand how to write reports and proposals that get read. We write reports in a range of formats and a variety of purposes. Whether you need to report on a product analysis, inventory, feasibility studies, or something else, report writing is a skill you will use again and again. Having a method to prepare these documents will help you be as efficient as possible with the task. This course will build on a solid base of writing skills to present information in formal, informal, and proposal styles.
Body
language can make or break our efforts to establish long, trusting
relationships. Our body language can help to reinforce and add credibility to
what we say, or it can contradict our words. Understanding what signals you are
sending, as well as being able to read the signals that your clients send, is
an essential skill in sales and throughout our lives. What is your body
language saying about you? Find out in this one day workshop!
No
one questions that making friends is a good thing. In this course,
you are going to discover that the business of business is making friends, and
the business of all sales professionals is making friends and building
relationships. Strategic friendships will make or break any business, no matter
how big and no matter what kind of market.
A
small marketing budget doesn’t mean you can’t meet your goals and business
objectives. You just have to be more creative in your marketing tactics. This
one-day workshop will show you how to get maximum exposure at minimum cost. You
will learn effective, low-cost, and non-cost strategies to improve sales,
develop your company’s image, and build your bottom line.
Test your marketing skills
It’s no secret that the sales industry continues to change and evolve rapidly. This is an exciting and dynamic profession, although it is often underrated and misunderstood. The back-slapping, high pressure, joke-telling sales person has disappeared. In his place is a new generation of sales professionals: highly trained and well groomed, with the characteristics of honesty, trustworthiness, and competence. This one-day workshop will help you learn how to be one of those smart sales professionals!
Social
media remains an evolving aspect of our daily lives in addition to being a part
of our businesses. This two-day course is designed for people who have some
familiarity with social media already. Participants will learn to develop a
social media marketing plan as a part of their overall marketing strategy,
determine who should be on their team, and choose how they will measure what is
taking place. In addition, we will explore some of the major social media sites
and look at how specialty sites and social media management tools can take
their social media marketing to the next level.