Management and Employee Development

In any type of service oriented business, developing people that communicate effectively and collaborate on solving problems, creates positive work environments, productivity, and successful outcomes.

Here are some of the topics that may be included in a Management and/or Employee Development Program to improve your organization’s needs

Leadership Skills/Communication Skills

Training Objectives and Methods:

  • Comprehend leadership styles and responsibilities
  • Apply techniques to transition smoothly from line level to supervisory role
  • Analyze professional telephone techniques and email etiquette that produce professional impressions
  • Identify Generational and Cultural Considerations and how to adapt personal leadership style to various situations to effectively communicate
  • Concluding conversations to check for comprehension and emotional impact on receiver
  • Develop achievable personal improvement plan
  • Participants are motivated to achieve higher personal results

Customer Service Training

Training Objectives and Methods:

  • Understand and improve the role of communication (verbal and non-verbal) in service delivery.
  • Determine the key factors that matter to your customers (Using intuition, empathy,personalizing each encounter, listening)
  • Improve the experience between employee and customer at all points of contact.
  • Utilize customer feedback as service enhancement opportunities.
  • Build awareness of generational and cultural expectations and adapting your service to exceed your customer’s needs
  • Role Play steps to provide great customer service
  • Role Play effective techniques to handling complaints
  • Certifications Available

Team Building/Developing Staff Teamwork

Training Objectives and Methods:

  • Enhance the existing teamwork skills of your leaders and between departments
  • Determine the root cause of communication barriers
  • Learn how to use the strengths on the team and grow others
  • Develop methodologies for seamless communication among leaders and departments
  • Identify strategies for dealing with poor teamwork performance in the future

Train the Trainer Skills

Training Objectives and Methods:

  • Review and assess personal traits necessary to be an effective trainer
  • Learn and write essential training objectives to enable the evaluation phase
  • Analyze training methods in relationship to learning styles of target audience
  • Recognize the importance of the first several minutes of the training session
  • Identify factors to create a learning environment through media, games, and activities
  • Review and comprehend the six stages of learning
  • Practice how to overcome obstacles while training
  • Develop evaluation systems to review trainer’s effectiveness and trainee’s learning
  • Role Plays are a major portion of this training program

If interested in my advanced Train the Trainer Program please refer to Seminars /Certifications

COACHING AND MOTIVATING = EMPLOYEE RETENTION

Training Objectives and Methods:

  • Learn various coaching styles
  • Complete self assessment to determine personal coaching style.
  • Analyze costs of turnover and contributing factors.
  • Identify the building blocks and destroyers of trust
  • Identify behaviors that cause a lack of respect
  • Identify performance motivators
  • Cultivate proven motivational techniques using learned coaching styles
  • Learn the non-verbal signs of understanding

 

Let’s talk about your companies needs!