This course provides an introduction to negotiation on a collaborative approach. Participants identify their negotiation styles, and identify reasons why the competitive style is often used. Participants learn a Four Point Collaborative Model that includes how to identify the other party’s wants and needs, specific communication techniques, how to brainstorm, and other relevant negotiation issues. Role-play, videos, and other exciting activities are used in this course.
This course provides training for participants to develop a heightened understanding of the salient aspects of human behavior. A four-step process is introduced, and specific communication skills are presented and practiced.
The changes in organizations today require that the knowledge base of its employees includes more than basic communication skills. Today’s employees need to be equipped with skills to help work to their greatest efficiency. In order to achieve this, highly developed communication skills are necessary.
This course provides participants training on how to manage the stress that results from change. Participants identify the specific changes taking place in their organization, and learn how it affects them physically, emotionally, and behaviorally. Three practical ways to manage stress during changing times are introduced: relaxation, eating healthy, and exercise. Participants are then introduced to ways to balance work and family life. A model that helps participants maintain a positive attitude is introduced. Additionally, participants learn a powerful technique that teaches them how to effectively manage stress, frustration, and negative thinking.
This course provides training on the Decision Making and Problem Solving process. Decision-making and problem-solving skills are not something that we are born with. In fact, there are many things we can learn that will improve our ability to solve problems and to make better decisions. Participants learn a seven-step model that can help improve the process of Decision Making and Problem Solving. They also explore how ones personality affects their decision making and problem solving abilities. Additionally, participants learn to use different tools and techniques to enhance their decision making and problem solving.
This course provides a systematic method of assuring the identification of root cause and the selection of a “best choice” response to assure optimal effectiveness. Organizations today are limited in terms of their success by how effective they are in solving problems and making decisions. To solve seemingly impossible problems and make consistently sound decisions, you can’t always make a “best guess” and hope for the best. Submitting to time constraints or giving in to panic under pressure can have disastrous outcomes. Hunches, instinct, and pure intuition may be inspiring, but they can lead to unforeseen problems and erroneous decisions.
This course provides training that allows participants to master proven techniques that give you the control and power you need to transform toxic talk into healthy dialogue – enabling you to talk to anyone, at anytime, anywhere, about anything. Have you ever been faced with the challenge of having a discussion with a co-worker that you fear will turn into a nightmare? Have you ever avoided a difficult discussion because you were anxious about how the other person would react? If so, this course is perfect for you!
This course provides training on how to deal with difficult, potentially violent people. Participants gain an understanding of the psychological dynamics of these people and some of the warning signs to look for. Because interacting with the difficult person can be challenging, participants learn an interactive model that helps diffuse aggressive behavior. Additionally, specific communication techniques are presented and practiced.
The course provides participants with the skills necessary to present information in a way that captures and maintains the audience’s attention. Participants learn how to identify and purpose, and build the presentation to meet that purpose. Discussion and practice of presentation development and delivery skills create a hands-on, interactive, skill-building course.
This highly interactive course provides participants with an environment to explore, identify and practice the C.A.R.E. Model and skills necessary to provide superior customer service. The telephone is the primary point of contact with customers. From the way you answer the phone to what and how you communicate, form your customer's perception of you and your business.
This course provides employees with a strong understanding of the role that exceptional customer service plays in the success of an organization. Emphasis is placed on how the employee’s attitude, communication, and behavior influence customer satisfaction.