Showing 16–30 of 53 results
A continuous focus on excellence in all areas helps a company progress and thrive in a competitive environment. One of the key differentiators that marks a company’s success is their focus on customer satisfaction and delight.
This interactive course delves into the process of nurturing the qualities that contribute to service excellence in the company, how to employ key skills like tact and empathy, the importance of continuous improvement in their customer engagement, handling and relationship skills, applying the organization’s core values and brand manifesto objectives in their daily roles and duties and building a service improvement and innovation culture in the company.
The course will align the course participants’ current understanding of company core values, brand manifesto objectives and service excellence, followed by training and facilitation techniques of key service management skills which will end with a commitment to action by the participants.
Delegation is one of the hardest skills for many managers to master. Handing off your individual contributor responsibilities and providing others an opportunity to use their skills and knowledge is a manager’s role. This course focuses on specific techniques needed for delegating a task or project, coaching for success and engaging employees to put forth maximum “discretionary effort.”
In this course, you will examine the three primary communication skills – clear goal setting, making the message audience-appropriate and active and empathic listening and understand how to improve your working relationships in any situation. This is a highly experiential course applicable for people at every level of the organization.
This is a skill-building course for sales professionals who are called upon to make formal or informal presentations or to communicate complex or technical data to prospects and clients. The emphasis of this course is to identify and develop each participant’s individual sales presentation style while engaging and interacting with the audience.
Presentations Skills is a course for anyone who makes formal or informal presentations, leads meetings or communicates to groups. The focus of this course is on identifying and developing each participant's individual presentation style, minimizing distractions and nervousness and maximizing behaviors that inspire confidence.
You will leave the course able to state the role of EQ in your effectiveness as a leader and list the business case for EQ. The pre-course on-line assessment and interpretation during the course will provide insight into your current working relationships and help you prioritize areas for improvement.
The use of participative skills and techniques are critical to success, especially in today’s world of technology-based presentations. Lengthy slide shows and a one-way information flow often leave audiences bored, passive and disengaged. We know that people learn and remember more by “doing” than by “being told”, but how do we engage them, encourage them to participate and deal with the challenging situations that might arise?
You may be communicating with a particularly difficult person or group: The issue you are addressing may be highly charged; or varying points of view may be deeply entrenched; in any case, your business effectiveness and person sanity depend on how you handle conflict. In this course you will learn to apply the ART response model to handle any conflict.
Working in a matrix organization? A key reason for an individual’s success, or failure, in getting work done, is one’s ability to influence without direct authority. In today’s matrix and competitive environments, influence and collaboration skills are no longer an option, but must-haves.
Hiring and retaining the best talent in today’s economy has many challenges: shortage of technical talent, candidates from diverse cultures, different generational values, well-prepared savvy candidates, those who may generalize or exaggerate experiences and non-human resources personnel not knowing the legal boundaries to which their company must adhere. In many companies, the interviewing process is random and unstructured. This course provides a best-practice interviewing structure and skills required to best assess candidates while staying within legal boundaries.
This course will equip experienced and new managers with the relevant competencies to align personal values with corporate values. Participants will learn how to be more influential to their team and how to develop staff through the power of coaching and mentoring skills.
Course Length: 1 day
Achieving high team performance is significantly more challenging in the 21st century because of cross-functional teams, cross-company teams, teams with members located in multiple geographies and time zones, cultural differences and frequent changes in team membership. It is even more critical than in the past for team leaders to manage the key elements of team performance with discipline.
Research shows a direct link between effective management skills and engaging leadership and an employee's motivation and productivity. Whether you are a new or experienced manager, managing people is one of the toughest – and most rewarding roles – you'll ever have. The goal of this program is to support you in learning new skills and habits so that you can be successful and recognized as a great manager and leader.
In this course, you will learn what change management is, the keys to successful change and to understand the psychology of change and the change management process. Participants will also learn three key change tools to create coaching, resistance management and training plans based on the day's learnings.
The course is highly interactive, with individual and group exercises to keep the pace engaging and reinforce learning.
In this course, you will learn how to plan and successfully execute the very conversations that we too often avoid. We will explore the reasons why some conversations are difficult to initiate, learn to re-frame and turn these conversations into productive and rewarding interactions and create personalized strategies to avoid difficult conversations in the future.
This course will employ learnings from the Harvard Negotiation Project and the MIT Dialogue Project. These techniques will be correlated to your individual leadership and communication styles.