Please click on the module to see its description:
Customer Service »
Course Objectives
This course is designed to provide the participant with certain key skills and attitudes in order to effectively meet the needs of customers. The participant will be introduced to the concept of internal and external customers, customer satisfaction and customer retention. Topics will also include communicating with customers, developing a positive attitude and, handling complaints and sales skills.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- What is exceptional customer service?
- Internal and external customers
- Valuable communication and listening techniques
- Handling complaints from customers in a positive way
- Key elements of customer satisfaction and customer retention
- Developing a customer service action plan
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Attitude in the Workplace »
Course Objectives
This course is designed to provide the participant with certain key skills in the area of attitude so that they may effectively maintain a positive attitude at the workplace and at home. The participant will be introduced to the concepts of how attitudes are communicated, the three types of attitudes and how to adjust one's attitude. Topics will also include the primary causes of a bad attitude, turnaround strategies to battle them, and specific techniques to raise the attitude of others.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- What is attitude?
- Three types of attitudes
- Tips and techniques on how to adjust your attitude
- How to maintain a positive attitude
- Primary causes of a bad attitude
- Turning around bad attitude-based behaviors
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Communicating with People »
Course Objectives
This course is designed to introduce participants to key elements in communication. Topics will include verbal and nonverbal communication as well as listening skills. Emphasis will be placed on communication within business organizations and how to effectively communicate with internal and external customers.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- Communicating with customers
- Methods of communication verbal and non-verbal
- Barriers to effective communication
- Improving communication skills
- Listening skills
- Telephone communication
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Ethics and Values »
Course Objectives
This course is designed to introduce the participant to the importance of ethics and values in the workplace. Emphasis will be placed on how values influence actions, developing a personal ethical philosophy, and helping others do the right thing.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- Understanding values and how they influence our actions
- Understanding how values operate in the workplace
- Determining his/her own values and understanding how those values will affect his/her carrying out the required duties
- Developing a personal philosophy of ethics and values
- Why do people do wrong?
- Helping people do the right thing
- How consistent are your values with those of your organization?
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Conflict Resolution »
Course Objectives
This course is designed to introduce the participant to the meaning of conflict, the causes of conflict and strategies for resolving interpersonal conflict. Emphasis will be placed on the five conflict handling modes, how to deal with difficult people and how to bring out the best in others.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- What is conflict?
- Five conflict handling modes
- How to deal with difficult people
- Building better relationships
- How to bring out the best in others
- Tools to help us deal with conflict
- Appreciating differences
- Four step conflict resolution model
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Stress Management »
Course Objectives
This course is designed to acquaint the participant with key elements of stress management. Topics will include the recognition of stress, causes of stress, and the benefits of stress management. Emphasis will be placed on a multitude of ways to handle stress in order to have a more productive professional and private life.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- Understanding stress and what it costs in the workplace
- Identifying stressors, both internal and external
- Diagnosing his/her own stress condition
- Benefits of stress
- Understanding ways to manage stress, both personal and organizational
- Understanding Type A behavior and tips on how to deal with it
- What can you do to manage the stress in your life?
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Time Management »
Course Objectives
This course is designed to introduce the participant to time management principles and specific tools that assist in making use of time. Emphasis will be placed on how to prioritize, identifying time wasters, delegation and goal setting.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- Benefits of good time management
- Self-diagnosis to determine where your time goes
- Identification of common time wasters and how to eliminate them
- Importance of setting priorities
- Familiarity with various time control systems
- Skills in handling crises and interruptions on the job
- Rules for effective delegation
- Skills for effective goal setting
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Team Building »
Course Objectives
This course is designed to provide the participant with an understanding of how teams work together, common problems teams encounter and how to solve them. Participants will learn to recognize various team player styles as well as gain exposure to the stages of team growth. Tips and techniques for team building in the workplace will also be covered.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- What is a team
- Characteristics of an effective team
- Personality assessment
- Team player survey
- Common team problems
- Internal customers
- Roles of team members
- Teamwork building techniques
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Managing Organizational Change »
Course Objectives
This course is designed to provide the participant with an understanding of change and the influence it has on an organization and the individuals in that organization. Topics will include understanding organizational change, stages of change, and how to manage organizational change.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- Why do we resist change? Symptoms and how to deal with them
- Skills needed for managing change
- Stages of change and how to effectively deal with each one
- Preparing for and communicating about change
- Increasing team involvement and developing an action plan
- Managing organizational change
- Who Moved My Cheese?
- Paradigm shifts
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
Decision Making and Problem Solving »
Course Objectives
This course is designed to introduce the participant to decision making and problem solving. Emphasis will be placed on decision making and problem solving techniques, steps in the decision making process, and how to be creative and think outside of the box.
Course Content
The following list provides an overview of the main topics to be covered in the course:
- Understanding the role of decision makers
- Decision making techniques
- Types of decisions to be made
- Steps in the decision making process
- Individual and group decision making
- Factors to keep in mind when making decisions
- Problem solving techniques
- Blocks to problem solving
Methods of Instruction
- Class discussion and participation
- Experiential learning activities
- Individual and group problem solving
- Case analysis
- Lecture
- Video presentation
Additional Information
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