Arrow Left Arrow Right Arrow Up Arrow Down Play Play Linked In Twitter Facebook

704-323-8953 | 9AM - 5PM EDT

Play Video

COURSE 1

Building Rapport

10-MINUTES SEAT TIME

Building rapport is key to building trust with just about anyone, both in personal and professional interactions. It also allows you to build good relationships with customers, which is another key in making customers happy and keeping them coming back to do business with you.

Learning Objectives

  • Describe the importance of building rapport with customers
    Explain how to build rapport with customers

COURSE 2

Coaching

50-MINUTES SEAT TIME

Coaching is most often misunderstood. It is both an art and a science, and requires skill building. We should you when and how coaching should be done, as well as the pitfalls to avoid.

Learning Objectives

  • Identify what motivates people
  • Describe the major misconception of coaching
  • Interpret the steps to become an effective coach
  • Describe times when coaching is needed
  • Implement the five basic rules of coaching
  • Describe the G.A.M.E. problem solving process
  • Apply G.A.M.E. to coaching
  • Explain the relationship of the ladder of inference to coaching

COURSE 3

Customer Service Success

10-MINUTES SEAT TIME

Providing great customer service is what will set you apart from the competition and build customer loyalty.

Learning Objectives

  • Explain customer service success factors
  • Describe how to determine if you are succeeding at providing exceptional customer service

COURSE 4

Effective Conflict Resolution

40-MINUTES SEAT TIME

In this series, we explore the origin and level of conflict, common conflict styles and how to take the appropriate action when confronted with conflict.

Learning Objectives

  • Recall the Platinum Rule and how it relates to conflict management
  • Identify and describe the levels of conflict
  • Identify the five types of conflict
  • Determine which conflict style to use when resolving conflict
  • Use basic tips and guidelines when having conflict discussions

COURSE 5

Mastering Cross-Generational Communication

75-MINUTES SEAT TIME

In this series we explore how each of the four generations think and act differently. We provide a complete picture of how each generation developed, as well as some very valuable tips on how to interact with members of each generation.

Learning Objectives

  • Identify the 4 generations present in the workforce today
  • Summarize the history and general attributes of each generation
  • Describe how these characteristics have shaped each group
  • identify how traditionalist behave in the workplace
  • Determine ways to interact effectively
  • Successfully work for a traditionalist
  • Identify how baby boomers behave in the workplace
  • Determine ways to interact effectively
  • Successfully work for a baby boomer
  • Describe the characteristics of Generation X
  • Describe the characteristics of Generation Y
  • Identify the career goals, workplace values and motivation

COURSE 6

Performance Management

50-MINUTES SEAT TIME

This is an important topic, one that most leaders do not fully understand. This series covers the fundamentals of managing employee performance. We start with the basic prerequisites and core requirements of performance management, as well as specific techniques designed to improve employee performance. This course will also provide guidance when all of your efforts have failed and termination is your only option.

Learning Objectives

  • Describe the importance of a consistent process to manage individual performance
  • Identify the purposes for performance management
  • Use collaborative goal setting to increase employee performance
  • Identify the importance of providing frequent and effective feedback
  • Provide positive and constructive feedback
  • Conduct difficult conversations with confidence while remaining objective
  • Recall the process of prioritizing conversations
  • Describe the components of an effective progressive discipline model
  • Recognize when to implement progressive discipline
  • Determine appropriate disciplinary action after considering the circumstances

COURSE 7

Recruiting and Hiring

50-MINUTES SEAT TIME

A look at the latest information, tips and technique to finding the right candidates, conducting effective interviews and making good hiring decisions. There are also usable tools and suggestions for avoiding the pitfalls that lead to a poor hire.

Learning Objectives

  • Differentiate between a hiring problem and a retention problem
  • Avoid critical hiring mistakes
  • Recognize where to go to find good people
  • Proper interview preparation
  • Explain the interview agenda
  • identify the 3 categories of candidates
  • Recognize general legal interviewing guidelines
  • Ask situational questions
  • Utilize behavioral interviewing techniques

COURSE 8

Succession Planning

40-MINUTES SEAT TIME

In this series we focus on defining what succession planning is and why it is such a necessary process along with determining what factors need to be considered when creating a succession plan. This knowledge allows you to identify the steps of succession planning. A valuable tools in succession planning, the Nine-Box model is also introduced.

Learning Objectives

  • Define what is succession planning
  • identify the steps of succession planning
  • Identify the Nine-Box Model
  • Determine how employees fit into the boxes
  • Rate employees using the Nine-Box Model
  • Participate in a succession planning meeting
  • identify performance level
  • Identify growth potential
  • Allow everyone to reach their growth potential

COURSE 9

Time Management 101

40-MINUTES SEAT TIME

Time management skills allows you to accomplish more in a shorter period of time, which lead to more free time, which lets you take advantage of learning opportunities, lowers your stress, and helps you focus and ultimately leads to more career success. Each benefit of time management improves another aspect of your life. 

Learning Objectives

  • Define what is succession planning
  • identify the steps of succession planning
  • Identify the Nine-Box Model
  • Determine how employees fit into the boxes
  • Rate employees using the Nine-Box Model
  • Participate in a succession planning meeting
  • identify performance level
  • Identify growth potential
  • Allow everyone to reach their growth potential

Sign up to start training TODAY!

Register