Showing 13–24 of 58 results

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    Customer Service Excellence in Email

    Ensure that customer-facing employees provide professional, top-notch service in their email writing. The objective of this training is to craft focused emails that are clear and concise and help to build and maintain positive relationships with clients.

    This online training provides practical techniques to write subject lines that get attention, apply a format that highlights the most important elements of the message and strike a friendly, respectful tone. As a result, management can rest assured that employees write in a way that prevents miscommunication and the possibility of customer relationship issues. Employees will be able to implement the best practices in customer service and email the very next time they craft a message to a customer.

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    Dealing with Yourself and Others in Difficult Situations

    The volatility of today's market can bring out the best in some people and the worst in others. The truism, “the only person you can change is yourself,” is the key factor in managing yourself and others in difficult situations. And while it seems simple, it is not often easy. In this webinar we address the age-old question: what makes difficult people difficult? And then we develop techniques for understanding and working with these difficult behaviors. And when all else fails, we look at stress management strategies to cope and thrive in the difficult times.

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    Developing a Customer Service Attitude

    The delivery of superior service to your internal business partners and external clients requires that all levels of the organization understand how to effectively blend their technical expertise with strong interpersonal communication, client service technique and business acumen.

    This highly-interactive virtual workshop is specifically designed to provide technical professionals and managers the tools needed to provide this high level of professionalism and proactive business participation.

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    Developing Interpersonal Skills

    Contributing effectively at work requires two broad areas of expertise: technical competencies and interpersonal skills. While technical competencies are necessary, they are insufficient. In fact, 70 to 80 percent of people who fail at their jobs do so because they are inept at dealing with other people. This Webinar defines the three most fundamental interpersonal skills – listening, assertiveness, and conflict management – and describes how effective communication is at the core of positive interpersonal relationships. Participants learn the overall goals and key principles of effective communication, as well as the primary reasons why people often do not communicate well.

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    Developing Interpersonal Skills: Assertiveness

    People whose success at work depends on their ability to express their views honestly and represent the interests of their organization.

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    Developing Interpersonal Skills: Listening

    Listening is a foundational skill that allows you to fulfill all your other work responsibilities. Effective listening encourages others to be open and honest so that you understand what is really happening. This allows you to get the information you need to take action and is essential for success in complex and fast-changing business situations. This Webinar defines the importance of effective listening in business and identifies the key characteristics of high quality listening. Participants learn tips and techniques for using silence, reading nonverbal cues, probing for more information, and empathizing.

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    Diplomacy, Authenticity and Harmony in the Workplace

    In today’s workplace, we work at faster speeds and higher levels of productivity than ever before including the drive to get things done can that can upset and cause friction.  And in the global marketplace, we add an additional layer of complexity and have to manage for diverse behaviors and communication styles.  These stressors and on-going demands can leave us with little time to think and plan, let alone tend to workplace relationships.  When things go too far – we can be perceived as uncaring, even rude, and sometimes cross the line into what can constitute harassment of others. In this course we discover what it takes to find middle ground and create a workplace in which diplomacy, authenticity and harmony can co-exist.

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    Effective Mentoring Relationships

    Mentoring refers to a developmental relationship between a more experienced mentor and a less
    experienced partner, or mentee. Through regular interactions, the mentee relies on the mentor’s
    guidance to gain perspective and experience.

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    Emotional Intelligence

    Improve social and emotional competencies for managers, project leaders, team leaders and anyone whose business success depends on working effectively with others. Participants assess their emotional intelligence by completing the Emotional Intelligence Appraisal online prior to the webinar. During the webinar, participants define emotional intelligence by examining scenarios that require emotional skills. Participants interpret their Emotional Intelligence Appraisal results, evaluate their ability to manage emotional hijackings and learn how to develop emotional skills. Participants also identify at least one critical area where enhancing emotional skills will improve their effectiveness.

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    Engaging Your Employees

    Research shows a direct link between effective management skills, engaging leadership and an employee’s motivation and productivity. Leading by example is just that – a great example!

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    Get to the Point: Generating Content for Speaking and Writing

    This webinar focuses on actions that people can take to prepare themselves to thrive in a business
    environment where uncertainty and change are the only constants. Change is inevitable, but that does
    not mean that people must get stuck in the personal transitions associated with external changes. While
    responses to change vary across individuals, emotional reactions, even to positive changes, are a natural
    human response. These reactions only become problematic if people get “stuck,” unable to move
    forward or become fully productive in the new situation.

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    Giving and Receiving Feedback

    Do you cringe when you have to give or get feedback? Do you ever wish there was an easier way, less fraught with the potential for misunderstandings or hurt feelings? This webinar takes an innovative perspective: it suggests that you can use feedback not only to improve productivity on your team, but to create your future.

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