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Professional Development Courses

Adjusting To And Managing Stress And Change

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.

Systematic Problem Solving And Decision Making

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.

How To Deliver A Dynamic Presentation

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.

Difficult Discussions

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!

Deterring Workplace Violence

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.

Customizing Our Service Servicing Our Customers

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.

Customer Service For Help Desk Professionals

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.

Managing Multiple Generations

This course provides a model for creating relevant and positive engagement strategies designed to leverage leaders’ strengths in effectively managing each generation. There are currently four generations operating in today’s workforce. Contemporary managers and leaders must juggle both the needs of the organization, with the varying strengths and weaknesses of generational groups. Special attention is paid to developing approaches tailored to increase productivity through harnessing the power and special attributes of each group. This course is based upon active learning, with rich, interactive exercises and applied experiences. Outcome: Improved leader to employee interaction resulting in higher workforce retention, enhanced attraction and recruitment, and improved talent management.

Collaborative Negotiation

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.

Managers To Mentors

This course provides the foundation for developing effective mentors. Since mentoring is different from coaching and managing, this course begins by identifying the differences. Participants identify several of the common mentoring traps and learn a model that enhances mentoring relationships. They also learn how to become an empowering mentor by demonstrating specific coaching skills.