Leadership and Communication Skills

Jill Staples is in high demand as a strong compelling facilitator who inspires her audience. Supervisors and Leaders learn how to apply principles for motivating and engaging employees. Utilize communication to create and environment of productivity and performance.  In the health care industry it is essential to identify sources of conflict and approach the performance problems and guide those through to a positive end for all. She and the participants establish high expectations for your company’s future /current leaders. Measurable and realistic follow up programs are established to insure long term results.

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

 

Telephone and Email Etiquette: The Powerful First Impression

No matter how terrific your staff’s customer service skills, if the telephone is answered improperly or simply too quickly you will lose that potential customer, that potential revenue. What impression are you setting with your emails?

First impressions are made within seconds!

Once a “Needs Analysis” is completed, a customized training program is designed targeting your company’s needs. Training takes place right at your company site. Pre-recorded conversations are used in identifying needs and as a powerful training aid. Jill Staples is in high demand as a strong compelling facilitator who inspires her audience. She and the participants establish high expectations for your company’s future telephone and email standards during this seminar. Measurable and realistic follow up programs are established to insure long term results.

Training Objectives and Methods:

  • Listen and analyze pre-recorded telephone samples
  • Review emails from participants on an individual basis
  • Identify strengths and weaknesses of current practices
  • Review professional telephone etiquette procedures; i.e. enunciation, posture, listening, personalizing each and every call
  • Role play proper telephone answering techniques including placing callers on hold and transferring calls
  • Assess emails and evaluate effectiveness
  • Establish telephone and email etiquette standards for company
  • Set goals for telephone service improvements with realistic and measurable results
  • Seminar also includes taking messages, transferring calls,  and returning telephone call and emails

Please look under the Seminars/Certifications tab for more details on these successful training programs!