Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help dramatically improve those skills. Improve your phone skills to increase your confidence, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees with reduced turnover will produce happier customers and better retention.

Change is something that excites people who love opportunities for growth, to see and learn about new things, or who like to shift the status quo. Some changes, however, are harder to adjust to and lead to expressions of resistance and anger. We can take concrete steps to make change more palatable by understanding people’s hesitation, enlisting the help of others, setting up plans, and managing stressors. These steps can also ensure that desired changes are implemented successfully.

Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation and you will gain some valuable skills through this course to handle this.
The Change Management course will give any leader tools to implement changes more smoothly and to have those changes better accepted. Understand how change is implemented and some tools for managing your reactions to change.

There are currently five generations in the workforce, and employers faced with mass retirements of Baby Boomers are looking for ways to prepare for the changes that will result. This course examines the history and reality of the generation gap. This course explores whether defining the actual limits of each generation is most important, or whether the merits of people within the context of employment is the bigger issue. Understanding others helps us to understand ourselves and to manage the people that we work with.

Coach, Mentor, Role Model, Supporter, Guide… do these words ring a bell? Being a coach involves being able to draw from several disciplines. Coaching is based on a partnership that involves giving both support and challenging opportunities to employees. Mentorship is a related skill that is often a part of coaching. It’s about being a guide, offering wisdom and advice when it is needed. Knowing how and when to coach (and when to use other tools, like mentoring) is an essential skill that can benefit both you and your organization.

This will help you know how to:

Have you ever wondered why it seems so difficult to talk with some people and so easy to talk with others? Can you recall an occasion where you met someone for the first time and immediately liked that person? Something about the individual made you feel comfortable. A major goal of this workshop is to help you understand the impact that your communication skills have on other people. Explore how improving these skills can make it easier for you to get along in the workplace, and in life.

This will help you know how to:

The Communication Techniques for Managers course will give you the skills to help you to communicate better in the workplace. This course is packed with information for new and current managers on how they can learn to better communicate with their team. It will also teach you how to communicate with those who may have different types of communication methods to you.

We can get into a routine where it feels like everyone we speak with is either having a bad day, or we are having a bad day ourselves. We feel like we constantly meet people who seem to be inconsiderate, stubborn, incorrigible, indecent, miserable, or passive-aggressive. Sometimes we can be equally awkward ourselves. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and have an interaction with somebody.

Constructive feedback is not always happily accepted, particularly among those who are on the receiving end of the criticism. Interestingly, there are also individuals who don’t care much about giving constructive feedback. There are many reasons as to why constructive feedback is negatively received by managers and employees alike.

However, what if the benefits outweigh the negatives? After all, a company is as good as its employees, so why not train, shape and guide employees to earn a good reputation?

Are you aware of your consumer rights? By staying savvy with your consumer rights, you can avoid getting swindled or duped, collect the compensation that you are entitled to and steer clear of misleading advertising.

Companies everywhere, no matter what their industry, can benefit from the principles of continuous improvement with Lean. Whether they adopt a very formal process or commit to something less structured, they can follow its principles and improve their bottom line by reducing wasted time and resources.

Every business relationship relies on contracts. Contracts are made with vendors, employees, customers, partnerships, etc. These agreements must be managed carefully, which is where contract management comes into the picture. In order to effectively implement contract management, however, it is necessary to understand what it entails.

Effective leaders understand how powerful an opportunity can be when they can tap into the intelligence, wisdom, and innovation present in their workforce. Conversational leadership provides the space and infrastructure for knowledge sharing to take place; for employees, stakeholders, and the community to be involved in discussing big, important questions; and to generate solutions that people within the organization can take action on. This will help you know how to:

impact of crises, and provides measurable benefits and cost savings. Professionals looking to focus on the area of Risk Management are poised to deliver insights with this course.

Discover a risk management framework that is flexible and works with any organization. It can be applied to a single project, a department, or an enterprise-wide risk management program.

With this course, you’ll be learning about:

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

This will help you know how to: