Courses

  • 1 Lesson

    Business Writing / Proposals

    Business Writing Skills Writing is a key method of communication for most people, and it’s one that many people struggle with. Writing and communication skills have degraded with more and more people communicating through email and text messaging. Developing writing skills is still important is the business world as creating proper documents (such as proposals, reports, and agendas), giving you that extra edge in the workplace. The Business Writing workshop will give your participants a refresher on basic writing concepts (such as spelling, grammar, and punctuation), and an overview of the most common business documents. These basic skills will provide your participates with that extra benefit in the business world that a lot of people are losing. Course Objectives:

    • Gain better awareness of common spelling and grammar issues in business writing.
    • Review basic concepts in sentence and paragraph construction.
    • Know the basic structure of agendas, email messages, business letters, business proposals, and business reports.
    • Know tips and techniques to use when deciding the most appropriate format to use for agendas, email messages, business letters, business proposals, and business reports.
    • Know tips and techniques in writing agendas, email messages, business letters, business proposals, and business reports.
    • Gain an overview of Request for Proposals, Projections, Executive Summaries, and Business Cases.
    • Define proofreading and understand techniques in improving proofreading skills.
    • Define peer review and list ways peer review can help improve business writing skills.
    • List guidelines in printing and publishing business writing.
  • 1 Lesson

    Call Center Training

    Call Center Training Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers. Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level. Training Objectives:

    • Define and understand call center strategies.
    • Identify different types of buying motivations.
    • Create SMART Goals.
    • Familiarize myself with strategies that sharpen effective communication.
    • Use proper phone etiquette.
    • Set benchmarks.
  • 1 Lesson

    Change Management Process

    Change Management 

    Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation and your participants will gain some valuable skills through this workshop. The Change Management training will give any leader tools to implement changes more smoothly and to have those changes better accepted. This workshop will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change.

    Training Objectives:

    • List the steps necessary for preparing a change strategy and building support for the change
    • Describe the WIFM – the individual motivators for change
    • Use needed components to develop a change management and communications plans, and to list implementation strategies
    • Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
    • Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
    • Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
    • Use strategies for aligning people with a change, appealing to emotions and facts
    • Describe the importance of resiliency and flexibility in the context of change.
  • 1 Lesson

    Civility & Respect In The Workplace

    A civil and respectful workplace is related to many positives, including greater job satisfaction, improved morale, enhanced relationships, and reduced sick leave and turnover. In a stressful, frustrating or toxic work environment, politeness and support can give way to resentment, rudeness, and even bullying and harassment. There are many actions that employers can take to champion and prioritize workplace civility.
  • 1 Lesson

    Coaching & Mentoring

    Coaching and Mentoring  You are in your office looking over your performance report and it happened again. Your low performing employee failed to meet quota this month even after you spoke with them about the importance of meeting goals. This employee has a great attitude and you know they can do better. You just do not know how to motivate them to reach the goal. Money used to work, but that has worn off. You are baffled and you know being frustrated makes matters worse. What do you do? The Coaching And Mentoring training focuses on how to better coach your employees to higher performance. Coaching is a process of relationship building and setting goals. How well you coach is related directly to how well you are able to foster a great working relationship with your employees through understanding them and strategic goal setting. Workshop Objectives:

    • Define coaching, mentoring and the GROW model.
    • Identify and set appropriate goals using the SMART technique of goal setting.
    • Identify the steps necessary in defining the current state or reality of your employee’s situation.
    • Identify the steps in developing a finalized plan or wrapping it up and getting your employee motivated to accomplish those plans.
    • Identify the benefits of building and fostering trust with your employee.
    • Identify the steps in giving effective feedback while maintaining trust.
    • Identify and overcoming common obstacles.
    • Identify when the coaching is at an end and transitioning your employee to other growth opportunities.
    • Identify the difference between mentoring and coaching.
  • 1 Lesson

    Collaborative Business Writing

    Collaborative Business Writing Writing and communication skills have degraded with more and more people communicating through email and instant messaging. Developing writing skills is still important in the business world as is creating proper documents (such as proposals, reports, and agendas) giving you that extra edge in the workplace. The Collaborative Business Writing course will give your participants the knowledge and skills to collaborate with others and create that important document. Your participants will touch on the types of collaboration, and ways to improve them through certain tools and processes. These basic skills will provide your participants with that extra benefit in the business world that a lot of people are losing. Course Objectives:

    • Define collaborative business writing
    • Know different types of collaborative writing
    • Know how to collaborate with team members
    • Learn methods of handling conflict in writing
    • Build collaborative writing teams
  • 1 Lesson

    Communication Center Training

    Communication Center Training  For many people, the term Contact Center relates to sales calls and telemarketers.  There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls.  A contact center can provide customer support, information technology support, and much more.  The key to having a great customer experience using a contact center is in the training.   A well trained contact center can be the difference between gaining more customers and losing customers.  Customers want a well-educated agent when they contact a business.  They want to know that the person answering their questions knows what they are talking about.  Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount. With our “Contact Center Training” ,Participants will discover the basic elements of being an effective employee of a contact center. Course Objectives:

    • How to get management involved in training.
    • Why peer training works.
    • That manners are important with a contact center.
    • How to build rapport with the callers.
    • How to deal with difficult customers.
  • 1 Lesson

    Conducting Annual Employee Reviews Training

    Conducting Annual Employee Reviews Training An annual review can help you keep your employees happy, engaged, and focused.  It is human nature to want to succeed.  Giving your employees feedback on their positive and negative attributes is part of the pathway to success.  A poorly designed annual review can have the reverse effect. With our Conducting Annual Employee Reviews Training, participants will discover how to conduct a well-designed employee review. By determining the categories for an annual review and understanding how it affects employee compensation, an overall increase in performance should be seen throughout your organization. Training Objectives:

    • Understand the process of conducting an annual review.
    • Determine the categories for an annual review.
    • Know the mistakes managers make during an annual review.
    • Understand the concept of pay for performance.
    • Know how to tie employee compensation to firm-wide returns.
    • Know the value of employee communication.
    • Gauge employees’ happiness.
  • 1 Lesson

    Conflict Management & Resolution

    Conflict Resolution 

    Wherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Your participants will also be provided a set of skills in solution building and finding common ground. In the Conflict Resolution , participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.  

    Training Objectives:

    • Understand what conflict and conflict resolution mean
    • Understand all six phases of the conflict resolution process
    • Understand the five main styles of conflict resolution
    • Be able to adapt the process for all types of conflicts
    • Be able to break out parts of the process and use those tools to prevent conflict
    • Be able to use basic communication tools, such as the agreement frame and open questions
    • Be able to use basic anger and stress management techniques
  • 1 Lesson

    Contract Management & Administration

    Contract Management

    It is easy to overlook the importance of contract management because it seems to be a boring, mundane topic.  Contracts, however,  are the basis of most business relationships. If contracts are managed well, business relationship will flourish. If they are  not, companies face financial loss, relationship harm, and damaged reputations. With our “Contract Management” Training, participants will discover the specifics of how contract management works and how to effectively source agents.

    Training Objectives:

    • Identify contract elements
    • Understand ethical contract management
    • Calculate value
    • Negotiate contracts
    • Create basic amendments
  • 1 Lesson

    Crisis Management

    Crisis Management

    Crisis management is as important as finance management, personnel management, etc.  Having a clear and effective program and plan for an event is critical not only to your survival, but critical to the profitability and possibly the survival of the company.  Being able to identify risk, assess the situation and respond appropriately is important, and requires not only training, but practice.

    Training Objectives:

    • Identify potential risks
    • Understand the myths behind workplace violence
    • Define escalation and identify examples
    • Learn concerning behaviors
    • Know what a trigger is and how that can escalate
    • Understand the proper response to an event

     

  • 1 Lesson

    Customer Care Service

    Customer Service Training Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. The Customer Service Skills training will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business. training Objectives:

    • State what customer service means in relation to all your customers, both internal and external
    • Recognize how your attitude affects customer service
    • Identify your customers’ needs
    • Use outstanding customer service to generate return business
    • Build good will through in-person customer service
    • Provide outstanding customer service over the phone
    • Connect with customers through online tools
    • Deal with difficult customers
  • 1 Lesson

    Customer Support

    Customer Support Customer support used to mean a face-to-face conversation with a customer, or a phone call.  Today, technology has changed how we approach customer support.  It now encompasses the internet, websites, webchats, and even smart phone apps.  The customer experience begins long before the purchase is made. With our “Non-Telephone Customer Support”, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage. Training Objectives:

    • Define customer support
    • Know the different venues for customer support
    • Recognize challenges of customer support
    • Learn different applications
    • Know proper forms of documentation
    • Learning to be proactive in customer support
  • 1 Lesson

    Cyber Security

    Cyber Security Training Every organization is responsible for ensuring cybersecurity. The ability to protect its information systems from impairment or even theft is essential to success. Implementing effective security measures will not only offer liability protection; it will also increase efficiency and productivity. With our “Cybersecurity” workshop, your participants will discover the fundamentals of cybersecurity as well as the methods that should be implemented to make sure their computer systems are protected.  Objectives:

    • Understand different types of malware and security breaches
    • Know the types of cyberattacks to look out for
    • Develop effective prevention methods
  • 1 Lesson

    Delivering Constructive Criticism

    Delivering Constructive Criticism Delivering Constructive Criticism is one of the most challenging things for anyone. Through this workshop your participants will gain valuable knowledge and skills that will assist them with this challenging task. When an employee commits an action that requires feedback or criticism it needs to be handled in a very specific way. Constructive Criticism if done correctly will provide great benefits to your organization. It provides the ability for management to nullify problematic behaviors and develop well rounded and productive employees. Constructive feedback shows an employee that management cares about them and will invest time and effort into their careers. Training Objectives:

    • Understand when feedback should take place
    • Learn how to prepare and plan to deliver constructive criticism
    • Determine the appropriate atmosphere in which it should take place
    • Identify the proper steps to be taken during the session
    • Know how emotions and certain actions can negatively impact the effects of the session
    • Recognize the importance of setting goals and the method used to set them
    • Uncover the best techniques for following up with the employee after the session
  • 1 Lesson

    Developing Corporate Behavior

    Developing Corporate Behavior With this workshop your participants will be able to develop a business environment that reflects a positive set of values and ethics. Aligning these characteristics with the standards of conduct is what makes a business stand out and be a leader in the business world. Through our Developing Corporate Behavior , participants should see improved team building, better communication, and trust. By realizing the benefits of corporate behavior and developing a successful plan your participants should see a reduction in incidents and an increase in team work and loyalty. Training Objectives:

    • Understand what behavior is
    • Understand the benefits of corporate behavior
    • Know what type of behaviors you want to implement in your company
    • Know how to implement corporate behaviors
    • Know how to maintain corporate behaviors
  • 1 Lesson

    Developing Creative Thinking Skills

    Developing Creativity Thinking Skills Children have an innate creative ability when they are born, but for some reason adults can lose it along the way.  Participants will move out of the mundane, be more curious, engage, and explore new ideas. Recognize creativity and be ready when it happens. With our Developing Creativity course, Participants will learn how to remove barriers that block or limit their creativity. They will improve their imagination, divergent thinking, and mental flexibility. Participants will learn mind mapping, individual brainstorming, and when to recognize and look for what inspires them to be more creative. Course Objectives:

    • Define creativity
    • Act with confidence
    • Engage in curiosity
    • Stop acting out of fear
    • Learn from introspection
    • Take risks
  • 1 Lesson

    Developing Critical Thinking Skills

    Critical Thinking Skills We live in a knowledge based society, and the more critical you think the better your knowledge will be. Critical Thinking provides you with the skills to analyze and evaluate information so that you are able to obtain the greatest amount of knowledge from it. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur.Critical Thinking will lead to being a more rational and disciplined thinker. It will reduce your prejudice and bias which will provide you a better understanding of your environment. This training will provide you the skills to evaluate, identify, and distinguish between relevant and irrelevant information. It will lead you to be more productive in your career, and provide a great skill in your everyday life.Training Objectives:
    • Understand the components of critical thinking
    • Utilize non-linear thinking
    • Use logical thinking
    • Recognize what it means to be a critical thinker
    • Evaluate information using critical thinking skills
    • Identify the benefits of critical thinking
    • Revise perspective, when necessary
    • Comprehend problem solving abilities
  • 1 Lesson

    Developing Public Speaking Skills

    Developing Public Speaking Skills According to a 1973 survey by the Sunday Times of London, 41% of people list public speaking as their biggest fear. Forget small spaces, darkness, and spiders, standing up in front of a crowd and talking is far more terrifying for most people. Through this workshop your participants will become more confident and relaxed in front of an audience which will translate into a successful speaking event. However, mastering this fear and getting comfortable speaking in public can be a great ego booster, not to mention a huge benefit to your career. The Public Speaking training will give participants some basic public speaking skills, including in-depth information on developing an engaging program and delivering their presentation with power. Training Objectives:

    • Identify their audience
    • Create a basic outline
    • Organize their ideas
    • Flesh out their presentation
    • Find the right words
    • Prepare all the details
    • Overcome nervousness
    • Deliver a polished, professional speech
    • Handle questions and comments effectively