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- Attitudes Make or Break an Organization
- Communicating with the Hispanic Community
- Controlling Stress and Emotions to Make Better Decisions
- Dealing with Angry or Difficult Parents or Others
- Identifying Behavioral Patterns in Ourselves and Our Customers ( Students and Parents)
- Improving Communication Skills by Phone
- The 9 Most Misunderstood Things We Say To Parents, Students, and Others
| Attitudes Make or Break an Organization |
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When you think of workplace attitudes you must ask yourself the simple question: would you want an employee who is extremely good at his or her job but has a bad attitude or an average employee who has a positive attitude? I believe the overwhelming response would be for the later because we all have learned the hard way that bad attitudes can reduce the effectiveness of ones organization. The fact is that skills can be taught but an attitude is often difficult to change. The question often asked is what is an attitude? To some it's a mindset, a way of thinking but that's only partly right. The bigger picture is that an attitude is a habit of thought. It defines how one looks at their world and workplace. What employers want are people with attitudes that think "I can," not "I can't." This one day seminar is devoted to the building blocks that lead to positive attitudes. Our trainer will show participants how to find, keep and maintain an approach that leads to a positive outlook. This highly interactive course includes interactive session as well as self evaluations to help individuals create an open mind and heart to developing a more productive, meaningful work life. This session will look at:
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| Communicating with the Hispanic Community |
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This one-day seminar is designed to provide an introduction to the Spanish language as a means of helping develop the skills necessary to provide enhanced service for Hispanic customers. This highly interactive course will focus on relevant scenarios, basic conversation, and proper pronunciation. Each participant will receive a Spanish/English manual© and quick reference guide for use on the job. Previous experience with the Spanish language is not necessary. Some of the course highlights include:
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| Controlling Stress and Emotions to Make Better Decisions |
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Few would ague that life and work are hard enough without the complications surrounding self-defeating emotions, behaviors, and habits. The multiple forces that bear down on us every day can eventually take their toll. No wonder people often feel anxious, resentful, taken advantage of and even trapped. This one-day seminar is intended to help participants understand how to stay focused on their goals, whether work or personal, while ups and downs occur around them. Participants will gain insight into developing ‘personal' flexibility to deal with uncertainty and to find meaning in what they are doing. This seminar will focus on the important personal skill of emotional self-control. Participants will learn about what role emotions play in their life, the ways they are expressed, how to manage emotional ups and downs, to deal with stress and how to handle crisis situations. Over the course of the day, the class will learn how to make ‘better' choices at work and elsewhere, how to practice self-discipline, and control emotionally difficult situations. In addition, others issues to be covered include:
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| Dealing with Angry or Difficult Parents or Others |
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This course is designed for anyone who may find themselves on the receiving end of hostile, aggressive, or manipulative behavior from parents and others. The course is designed to help employees effectively manage intensively emotional interactions. Participants will gain insight into various patterns and dynamics of behavior. Additional topics covered include:
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| Identifying Behavioral Patterns in Ourselves and Our Customers ( Students and Parents) |
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This course is designed to help employees identify and understand their own behavior patterns and how it effects their interaction with their customers. Participants will gain insight into various behavior styles and learn how to adapt effective styles when relating to customers. The training session will assist participants in becoming more aware of how to improve professionalism through the development of improved attitudes and teamwork. The course will covered such important issues as:
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| Improving Communication Skills by Phone |
This one-day course is intended to provide participants with an understanding of how to achieve service excellence when conducting business transactions via telephone. Through class discussion and interactive exercises, participants will develop and enhance their phone skills for dealing with customers in scenarios such as product sales, technical supports, and billing concerns. The skills learned in this program serve to enhance the performance of all employees who interact with customers via phone with an end result of reduced stress, more efficient utilization of transaction time, and improved customer satisfaction. Schedule of topics covered:
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| The 9 Most Misunderstood Things We Say To Parents, Students, and Others |
Learning to communicate effectively with customers can sometimes be like walking on eggshells due to the sensitive nature of some business transactions, such as over due payments or perceived billing errors. This one-day program focuses on the most frequent communication problems committed by personnel and how to alter a customer's negative interpretation. Emphasis in this program is on proper message construction when dealing with emotional situations. Topics to be covered include:
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