Course Samples

Leadership

Description: Add a new dimension to your management skills – Effective Leadership. 

Objectives: In this seminar, participants learn to:

• Master the fundamentals of leadership
• Understand how leadership styles affect team members
• Build trust
• Impact productivity and team effectiveness

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Management Skill for New Managers

Description: Congratulations!!! You have just been promoted to management. That is the good news. The bad news is that in most cases, companies do not provide the necessary management training that help you succeed. This management training course will give participants the core skills they need to succeed. 

Objectives: In this seminar, participants learn to:

• Manager Self-Assessment
• Defining Your Role as Manager
• Performance Management
• Effective Communication
• Motivational Strategies
• The Art of Influencing Others
• Coaching for Performance
• Delegation for Development

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Management Basics

Description: Practical tools for today’s mangers. 

Objectives: In this seminar, participants learn to:

• Develop a practical framework for understanding management
• Learn motivational models
• Improve communication by identifying others’ assumptions and behaviors
• Consider the effects of management decisions on the organization & employees
• Increase productivity
• Solve problems and make decisions through effective work teams

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Project Management Seminar

Description: This seminar will help you organize, implement and manage your company’s projects in an efficient manner.

Objectives: In this seminar, participants learn to:

• Provides a common methodology and language for project management at all levels of the organization
• Provides clearly defined project outcomes
• Gets the right people working together
• Assures plans and schedules are realistic and represent commitments
• Identifies project risks and takes action to avoid or mitigate them

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Successfully Managing People

Description: Learn how to manage people more effectively, resolve conflicts, delegate critical tasks more efficiently, and energize your employees.

Objectives: In this seminar, participants learn to:

• Provide motivation and direction for employees
• Adjust your management and personal style to the needs of different situations
• Utilize the “Art of delegation” to get more accomplished
• Resolve conflict more effectively in a wide variety of situations
• Turn difficult people and poor performers into team players

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Sales Management

Description: The ability to find, qualify and expand business is consistently ranked as a top priority among sales people and sales management.  This seminar will provide you with tools and techniques to build a truly qualified sales pipeline. 

Objectives: In this seminar, participants learn to:

• Learn a proactive approach to successful prospecting by first perfecting your lead qualification process
• Practice your prospecting skills through role-plays – applying your new insights to determine what has value to your qualified customer.
• Learn the intricacies of relationship management that will sustain an ongoing and profitable customer relationship

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Course Title: Effective Business Writing

Description: Business writing skills are critical in every industry; employees must be able to communicate effectively and professionally in writing. This practice driven seminar improves participant’s ability to write and increase chances for gaining a clear concise message. Almost all professionals spend 15-20% of their time writing emails, memos, letters and reports. 

Objectives: In this seminar, participants learn to:

• Produce concise text through inductive and deductive reasoning
• Write formats and formulas for various writing requirements
• Organizing memos and letters
• Creating "reader-friendly" documents
• Choosing the correct pattern of development
• Shaping your response to letters with impact
• Producing professional e-mail
• Feel more confident preparing written documents
• Use a writing process that makes writing faster and easier

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Course Title: Management Writing Skills Seminar

Description: Almost all professionals spend 15-20% of their time writing emails, memos, letters and reports. The Management Writing Skills seminar helps improve written organization and clarity to make the most of the time spend on writing assignments.

Objectives: Participants learn to convey ideas and information with clarity and precision in memos, letters, reports and other business correspondence. A personalized approach to writing based on identifying the audience driven needs enables a clear concise message to be delivered. Participants critique their own writing styles and identify strengths and areas for improvement. They then practice making these necessary changes in classroom practice exercises. Practice focuses on proven writing techniques.

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Course Title: Effective Communication Skills

Description: This one-day entry level course provides participants with the opportunity to understand how communication works and how to communicate with confidence and flair. In today’s complex and competitive business world, effective communication is essential. It is the life line on which companies and careers are built.  Regardless if your audience is an entire organization or a single individual, effective communication requires bringing together different point-of-views and relaying that information without losing clarity or focus. The seminars below will help you develop a truly an engaging and responsive communication style.

Objectives:

• Understanding the communication process
• Learn active listening and responding skills
• Seeing things from other points of view
• Understand how others may see you
• Body language

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Course Title: Effective Communication Skills for Managers and Supervisors

Description: Effective communication is one of the most critical elements for supervisors.  This course shows managers how to get positive results using proven communication techniques.   

Objectives:

• Demonstrate the use of open and closed questions.
• Identify your behavioral style and its unique challenges.
• Describe a model of feedback, communication, and listening.
• Organize information in a clear and concise manner.
• Create an attention grabbing introduction.
• Implement techniques for varying your vocal tones and body language.

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Course Title: Presentation Skills Training

Description: This course focuses on the physical skills required for effective public speaking, structuring a presentation, building credibility, and using proper presentation skills to sell an idea. You will gain the skills to bond with your audience.

Objectives:

• Create a great first impression
• Organize content & order for maximum impact
• Use eyes, gestures, & voice to become more powerful
• Think on your feet
• Handling tough questions
• Use humor effectively
• Create impact visual aids

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Course Title: Conflict Resolution Skills Training

Description: Participants will learn the causes for conflict, preventive measures to keep it from occurring, steps to resolve it once it has materialized, and resources to use when all else fails.

Objectives:

• Identify factors that create conflicts in the workplace
• Understand basic behavioral styles and know how to adjust to each for conflict prevention
• Appreciate how cultural and background affect interpretations of situations
• Exercise listening skills to improve open communication
• Evaluate conflicts to determine if they can be resolved
• Implement a procedure to resolve problems that have viable solutions

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Course Title: Dealing with Difficult People

Description: Dealing with difficult people is something many people face as part of their everyday work life. The stress of handling difficult people and situations contributes to a lack of productivity, poor attitude, and reluctance to come to work. Participants will learn how to better deal with: complainers, time stealers, interrupters, and gossipers.
 
Objectives:

• Identify typical level of conflict  
• Understand and identify different behavioral styles 
• Apply techniques for dealing with difficult people
• Deliver constructive feedback
• Develop an action plan to improve their relationships with others

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Course Title: Facilitation Skills Training - How to Orchestrate and Direct Successful Discussions

Description: A skilled facilitator enables a group to deal with a problem or develop an action plan. This course will teach participants how to act as facilitators. Learn to draw out and process input from the group for the purpose of moving a discussion forward. Participants will learn how recognize group dynamics and motivations through dialogue, feedback and consensus building.

Objectives:  

• Understand the process of facilitation
• Maintain neutrality while working as facilitators
• Recognize group dynamics and motivations
• Build consensus and address resistance
• Face the fear of facilitation

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Course Title: Customer Service Training - How to Deliver World Class Customer Service

Description: Participants will learn what exceptional service is, how to project a customer- friendly image, how to handle demanding customers, and much more.

Objectives:

• Identify the benefits of great customer service
• Recognize barriers to the delivery of outstanding customer service
• Recognize and adapt to specific customer behavior styles
• Demonstrate how to measure customer satisfaction levels and take corrective action if needed
• Learn techniques for dealing with angry or upset customers
• Develop a personal action plan to improve customer service skills

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Course Title: Telephone Customer Service Training

Description: First impressions are formulated in 7 seconds of meeting someone. Does your staff’s telephone etiquette convey the right message? In this training program, participants will learn the basics of customer service, how to project a polished phone image, demonstrate proper telephone skills through practice activities, and acquire the tools necessary to present a Professional Image.  

Objectives: Participants should be able to:

• Explain the importance of a positive attitude in delivering good customer service
• Understand the benefits of providing good customer service to both internal employees and external customers
• Identify barriers to providing high quality customer service
• Apply techniques for dealing with angry or upset customers 
• Effectively deal with dialects and accents on the telephone
• Demonstrate the proper way to greet, transfer, and hold calls

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Course Title: Achieving a Five-Star Customer Experience in the Hospitality Industry

Description: Serving the public can be difficult, doing so in the hospitality industry carries its own set of challenges. This course is designed specifically for those who work in hotels, motels, resorts, clubs, bars, and restaurants. Participants will learn how to deliver exceptional customer service and gain valuable skills in dealing with the most demanding customers.

Objectives: Participants should be able to:

• Identify its benefits of Exceptional Customer Service on the personal and professional level
• Recognize barriers to delivering Exceptional Customer Service
• Demonstrate how to measure customer satisfaction levels and take corrective action if needed
• Understand different customer behavior styles and know how to adjust to each
• Learn techniques for dealing with angry, upset, or disappointed customers.

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Course Title: Customer Service for Healthcare Industry

Description: Customer service in a medical setting has a unique set of challenges specific to providing first-rate healthcare and patient satisfaction. These challenges include:  patient privacy, high volume, and management of people in crisis. Those situations involving patients and their families are additionally stressful.  This training program introduces participants to both the basics of customer service and the specifics of providing it in a healthcare setting.

Objectives: Participants should be able to:

• Differentiate healthcare customers service from other types of service interactions
• Explain the importance of a positive attitude in delivering good customer service
• Identify barriers to providing high quality customer service
• Apply techniques for dealing with angry or upset customers 
• Demonstrate how to successfully request personal information
• Develop an action plan to improve their customer service skills

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Course Title: Building High Performance Teams

Description: In today’s fast paced and highly competitive marketplace there is a need to develop your employees into a cohesive, goal oriented team. A team approach to any task leads to cost-effective use of resources, with the added benefit of worker satisfaction.

Objectives: Participants will be able to:

• Master the art of group motivation
• Develop strategies to enhance team cohesiveness
• Discover practical ways to deal with problems
• Gain techniques for overcoming obstacles
• Learn how to start teams out on the right foot

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Course Title: Soft Skills Training

Description: Soft skills are those sought after behaviors and characteristics that employees demonstrate unconsciously and routinely on the job. These behaviors differ from hard skills in as much as they are learned through practice and experience in ones' life. These skills can be carried forward into the workplace. Those adults lacking soft skills require training to enhance workplace effectiveness. Soft Skills include: relating to personal, interpersonal and attitudinal development that includes: team building, team work, communication, reporting, negotiation, leadership, diplomacy, aspects of one's personality and the ability to adapt to different cultural environments. 

Objectives:

• What It Takes to Succeed: The Basic Principles
• Taking on a New Assignment
• Keeping Your Boss Informed
• Helping Your Team Work
• Managing Life Outside Work: Handling Emergencies and Resisting Temptations
• Clarifying Customer Expectations
• Proactive Listening
• Getting the Information You Need
• Speaking With Confidence
• Guiding the Customer Conversation

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