Training Programs/Materials (Partial
Listing)
Customer Service
Change Management
Teams
Leadership and Management "How To" Series
Customer Service
CUSTOMER SERVICE EXCELLENCE (Improving Customer Satisfaction)
Skills for understanding needs, anticipating expectations, complaint management
Creating memorable customer experiences
CUSTOMER FOCUSED MANAGEMENT (Leading Customer Service Excellence)
Skills for coaching and managing performance, reinforcing customer service training
Improving accountability, developing standards and measurement
DEALING WITH DIFFICULT CUSTOMERS
Skills for communicating effectively with demanding and abrasive people
Responding professionally without taking anger personally or getting defensive
CUSTOMER SERVICE EXCELLENCE (For
Customer Support Call Centers)
Skills for resolving complaints and problems, interaction vs. transaction
Reflecting the brand in all communications channels
Change Management
VISION, PLANNING & DIRECTION SETTING
Structured evaluation of business issues, internal and external environments Framework for goals, direction setting, and change management strategy
TOOLS FOR LEADING BUSINESS CHANGE AND CULTURE SHIFT (For Managers)
Implement and manage change to help employees shift the culture and adopt new behavior
How to validate emotional transitions, deal with resistance, build accountability
TOOLS FOR PERSONAL CHANGE AND CULTURE SHIFT (For Individual Contributors)
Enables people to take responsibility for leading themselves in new directions
Choosing change, taking ownership of results, letting go of outdated habits
Teams
WORKING EFFECTIVELY IN TEAMS (For Newly Formed Work Groups)
Skills to rapidly develop trust and collaboration, improving functionality and
results
Building performance, communication, and problem-solving
TEAMBUILDING (For Existing Work Groups)
Strategies for change, providing an intervention to improve results
Clarifying roles, improving communication, relationships, and trust
Leadership and Management "How To" Series
THE CHANGING ROLE OF LEADERSHIP IN A COMPETITIVE BUSINESS
Managing people, processes, and functions — why business as usual doesn’t work
Leadership style — how to be a positive leader
WORKING WITH DIFFERENT PERSONALITIES
Understanding interpersonal styles and building trust
Adapting to others' needs and attitudes
MANAGING PERFORMANCE AND PERFORMANCE PROBLEMS
How to assess employee performance and handle specific performance problems
Developing high performers and satisfactory performers
COACHING AND COMMUNICATIONS SKILLS
Using facts, examples, and specifics to give feedback
How to set measurable goals for change
CONFLICT RESOLUTION SKILLS
Avoidance and denial perpetuate problems — power and anger intensify problems
Doing the right things right — conflict style survey
PROBLEM SOLVING SKILLS
Using a systematic model for problem solving
Force field analysis and decision making tools
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