As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.

This course has been approved for 7 PDUs | 7 CDUs

Collaborative environments largely rely on influence, not authority. Participants will learn and practice tips, tools, and techniques to influence others. Organizations with effective influencers enjoy better collaboration among stakeholders, improved trust among team members, and greater ability to move the organization forward to achieve business goals.

This course has been approved for 7 PDUs | 7 CDUs

Senior managers have unique demands placed upon them. They need to be able to lead the leaders – offering guidance, critiquing performance, and mentoring their team – while also identifying and developing new initiatives and vision for the future of your organization. To maximize performance and foster a healthy environment, senior managers must also motivate others, nurturing and utilizing the distinctive skills of each team member.

Private classes on this topic are available. We can address your organization’s issues, time constraints, and save you money, too. Contact us to find out how.

This course has been approved for 14 PDUs | 14 CDUs

Decision-making and critical thinking go hand-in-hand. It requires you to think quickly on your feet, find meaningful solutions, and build better processes for tomorrow. As a leader, others look to you for direction and guidance. The confident decisions you make are imperative to drive productivity, resolve conflicts, and guide your team’s focus and efforts.

Private classes on this topic are available. We can address your organization’s issues, time constraints, and save you money, too. Contact us to find out how.

This course has been approved for 14PDUs | 14 CDUs

The business model of managing remote and hybrid teams is constantly evolving. Working virtually offers unique advantages and challenges. But how do you best leverage these benefits while overcoming impediments?

This course has been approved for 14 PDUs | 14 CDUs

What’s the difference between good engagement and incredible engagement? How do you know when your audience, employees, or teammates are committed to everything you say and do? The answer is Authentic Engagement.

When you notice amazing leaders, you will notice they possess similar characteristics, regardless of whether they have been in the profession twenty years or twenty weeks. This course is the map toward shaping the next wave of leaders, regardless of style, audience, or modality! The question is: Are you ready to embark on your voyage?

Private classes on this topic are available. We can address your organization’s issues, time constraints, and save you money, too. Contact us to find out how.

This course has been approved for 14 PDUs | 14 CDUs

Ensuring that you are both heard and understood is an essential skill, but it can easily come across as antagonistic and confrontational. Whether addressing behavioral issues or directing a meeting, it is important that you be properly self-confident and empathetic, while maintaining positive work relationships.

Private classes on this topic are available. We can address your organization’s issues, time constraints, and save you money, too. Contact us to find out how.

This course has been approved for 14 PDUs | 14 CDUs

This course provides a framework and techniques to help develop actions when facing difficult conversations. Students will gain confidence in their ability to constructively address stressful situations. They will also assess their own conflict management styles and learn tools and techniques to reframe discussions to yield more productive outcomes.

This course has been approved for 7 PDUs | 7 CDUs

Being able to negotiate well is critical for any project professional. You need to clarify what you hope to gain from negotiating, as well as understand the other side’s objectives to reach a mutually beneficial result. This course provides essential tips on how to prepare for negotiation, including managing emotions and understanding what all parties contribute to the process. You will also learn the difference between positions and interests and how to bargain to generate options for a win-win.

This course has been approved for 7 PDUs | 7 CDUs

Through this interactive workshop, you will gain experience with techniques and learn skills to clearly define the change to generate support, assess organizational readiness, develop a change management plan, effectively address resistance, create critical communications to keep everyone engaged through the change, as well as identify the critical success factors to sustaining the change once it is implemented. You will leave class ready to participate as a valuable change agent on any type of organizational change.

This course has been approved for 14 PDUs | 14 CDUs