Duration:  2 Days

Overview:

• Explain the six basic principles of communication.
• Improve their critical communication skills of listening, asking questions, and recognizing of nonverbal messages.
• Use a business writing process to enhance their business writing skills.
• Become more organized and set clear goals and objectives for better planning and performance.

Target audience:

Administrative assistants and office managers.

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Duration:  2 Days

Overview:

• Handle initial contact and business introductions professionally and confidently.
• Create and maintain an impression of credibility, power, and efficiency during business meetings.
• Follow proper telephone etiquette and create a great first impression on callers with an upbeat energetic and cheerful tone.
• Use practical tips on handling the most important issues related to professional workplace attire.
• Follow key guidelines of proper written communication etiquette.
• Display proper attention to etiquette, protocol and manners of formal business dining.

Target audience:

Business professionals and team members of all levels

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Duration:  2 Days

Overview:

• Recognize personal strengths and any shortcomings in their approach to managing time as a crucial resource.
• Organize themselves and their workspace for better efficiency.
• Take control of their time and make improvements to their ways of working.
• Set goals and use different time planning methods.
• Identify time bandits, assess priorities, and handle time related stress more effectively.
• Use best practice delegation steps.

Target audience:

Business professionals who want to take better control of their time and manage themselves, their work environment, and their relations more effectively.

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Duration:  2 Days

Overview:

• Communicate clearly, confidently and assertively.
• Engage better with other by listening more effectively and asking insightful questions.
• Use techniques to build better rapport with others.
• Combine tone of voice, body language with the right language to communicate the intended message more clearly.
• Use four principles to communicate with impact.

Target audience:

Business professionals who wish to polish their communication skills

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Duration:  2 Days

Overview:

• Describe the three principles of presentation.
• Structure a presentation and visuals with focus, clarity and impact
• Effectively visualize, build, structure, and deliver a presentation with focus, engagement and passion.

Target audience:

Anyone who wishes to dramatically enhance their presentation skills.

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Duration:  2 Days

Overview:

• Understand both the “Right” skill set and mind set to manage their anger.
• Learn to communicate angry feelings in ways that will be heard and express their anger in ways that take into account each person’s needs.
• Adopt a more constructive attitude towards anger and understand the difference between constructive and destructive anger.
• Use practical techniques to properly handle anger in others.

Target audience:

Business professionals and team members of all levels

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Duration:  2 Days

Overview:

• Identify their own biases related to diversity and inclusion
• Understand and be able to articulate the difference between diversity and inclusion
• Understand and create a plan for adopting and incorporate diversity and inclusion in the workplace
• Identify situations in which further discussion and planning needs to take place in their own workplaces related to diversity and inclusion
• Create a plan for taking action after completion of the training

Target audience:

This course is for employers and their employees who wish to adopt and foster a rich, diverse and inclusive workplace. It may be presented as part of on-the-job training for new employees or professional development for existing employees. Employers are encouraged to participate in this training as well in order to fully understand the role of a corporation in relation to diversity and inclusion training, awareness, adoption, and action.

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Duration:  2 Days

Overview:

• Explain how their role is instrumental in delivering a high performance customer focused environment.
• List the attitudes, skills, and knowledge required to be a professional customer care representative.
• Create stronger connections with customer and enhance their personal communication.
• Explain the basics of customer psychology, rapport building, and adapting their communication styles for positive customer interactions.

Target audience:

Call center customer service agents.

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Duration:  2 Days

Overview:

A customer focus puts your customers at the top of your priorities list. When you put your customers into the heart of your business, you make customers part of your service culture. This is a core concept in this high energy workshop. Participants will become more flexible and inspirational communicators able to engage customers and to deliver world class customer care with energy and commitment.

Target audience:

Customer service staff and professionals at all levels.

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Duration:  2 Days

Overview:

• Explain the importance of controlling each customer call.
• Follow a three step process to regain control of calls with angry and talkative callers.
• Explain nine different techniques to control calls more effectively.
• Use the power of questions to better control calls.

Target audience:

Call center customer service agents and support staff who wish to improve their control over calls and reduce average call handling time.

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