The Power of Influence….C.A.R.E.
This session emphasizes that Customer Service is a philosophy, not a department. The philosophy begins when the employee accepts responsibility for the position he/she is in and uses that position to influence others in a positive way. The session presents components of Customer Service (Communication, Attitude, Respect, Enthusiasm) and reinforces the ability to influence in each one of these areas.
Value and Respect are due all people, regardless of differences in age, gender, faith, economic level, education, etc. This session presents diversity training in a highly interactive, non-threatening, self-exploratory manner! The session includes numerous exercises and discussions on the benefits of diversity in the workplace and the goal of F.A.I.R. (Fairness, Awareness, etc.) as we interact with others.
The “I” in Impact
How can an individual impact others in the workplace? There are numerous ways and each one can tremendously impact the work environment. We will discuss the value of “one’, steps to maximizing your impact, and vision of the end product.
Every organization survives by its membership. It is critical that leaders work to not only retain their members but retain the motivation and energy of these members. This session presents the Motivation Formula (knowledge, incentives, timelines, perseverance, etc.), reasons why people join and leave a group, and concludes with numerous reward ideas.
Achievement…Enjoy the Climb
What does it take to achieve a goal, whether it is personal or professional? The speaker will discuss the ten most common reasons why people fail, the three V’s of achievement and the steps that leaders can take to achieve. This presentation includes humor, personal experiences, and suggestions for practical application.
Teamwork…Pulling Everyone Together
This seminar discusses the four strengths of a team and ways to get the most from a team. Teambuilding exercises are used throughout the seminar.
Goal setting…..Why Bother?
This session relays the four reasons goals are essential for personal and professional growth. Criteria for goal setting and steps to accomplish goal setting are discussed. After the lecture, participants are placed in small groups for personal/professional goal development and discussion.
There are three forms of everyday communication – listening, speaking and non-verbal. This seminar discusses the importance of each and provides exercises to improve in each.
Eight Keys to Success
The seminar highlights the eight essentials of being successful. The essentials include vision, attitude, self-responsibility, etc. The audience hears stories and pertinent examples. They are then given a written instrument which helps them determine their particular strengths and weaknesses.
Are you like most and avoid conflict like the plague? Find out first-hand how you can deal with conflict. This session identifies sources of conflict, reactions to conflict, and steps to open communication, Cases are used to role play conflict situations. A key portion of the seminar addresses how to confront individuals in a positive, professional manner.
Understanding yourself and others is critical if you want to be effective. Participants will complete an instrument which will assist in the identification of his/her personality style. The speaker will then discuss the various styles and address how we can understand and appreciate each.
This seminar defines Workplace Harassment, provides examples of what constitutes workplace harassment and identifies the proper steps an employee takes if he/she feels they are a target of harassment. Cases are discussed, a harassment quiz is provided with plenty of time for Q & A.
Whether you supervise one or thirty, there are certain skills that will assist you in the job! This seminar addresses the five essential traits and skills of a strong supervisor. A self-assessment and employee reward assessment is included in the seminar.
Does your office consist of different age groups? Are there struggles with communicating and motivating those individuals? This seminar defines the four age populations that are currently in the work force (Traditional, Baby Boomers, Generation X and Millennials) and creates opportunities to discuss their differences. Suggestions are provided on how to work with the different populations and communicate effectively. Lots of interaction in this seminar!
Everyone has the same amount of time in a day, some people just use that time more efficiently than others. How can you maximize your day? How can you relieve stress by organizing your day and responsibilities? This seminar will provide helpful steps in all of the above.
There are two types of employees - "Can't do the job" (haven't been trained or equipped) and "Won't do the job" (attitude issues). With the "Can't do" employees we train and equip them until they are confident and prepared. But how do we as managers and supervisors resolve the "Won't do" employees? This session will provide information on attitude issues and a specific model to follow when confronting employees. Opportunities to discuss these issues with peers will be provided during the session.
They intimidate, hassle, undermine and terrorize fellow employees. In doing so, they reduce the level of productivity and run off valuable employees. As a supervisor, how do we supervise the office bully? As a peer, how do we confront the office bully? This seminar will discuss common traits of the office bully and provide proactive steps in dealing with the bully in a professional and proactive manner.
Customer Service … the Next Step!
In C.A.R.E. Customer Service we discussed the four components of quality Customer Service (Communication, Attitude, Respect, Enthusiasm) and the influence each one of us has in each of these areas. Customer Service II takes the next step by digging deeper into the ‘challenges’ of customer service – employee buy-in, difficult customers, and service preparation. We will discuss these in detail and ‘practice’ our skills on actual customer service cases. This seminar is education with practical application!