Communication Training

Effective Verbal Communication

 Benefits for the participants:

• Understand the communication process
• Identify different personality types and strategies for dealing with them
• Refresh skills in active listening
• Reinforce assertiveness skills
• Resolve conflicts using negotiating skills
• Interpret and use non-verbal messages.

 Course Description:

Communication between co-workers and with customers can make the difference between productivity, and wasted effort.

This workshop begins the process of building effective communication skills for use in the workplace as well as personal relationships.

 What You Will Cover:

• Communication Process
  • Path of a message
  • Active listening
  • Sending and receiving accurate messages
• Considering Individual Communication Styles
  • Recognize behavior types
  • Dealing with different communication styles
  • Communicating with supervisors
• Communication Strategies
  • Verbal and non-verbal signals
  • Aggressive, non-assertive, assertive behavior
  • Resolving conflict with negotiating skills
• Developing a Personal Communication Plan
  • Self-assessment
  • Action plan

Course Hours: 4 to 12 hours

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Conflict Resolution

Benefits for the participants:

• Assess conflict resolution styles
• Identify misunderstandings in conflict situations
• View others objectively
• Acquire skills in stating complaints and requesting change
• Become adept at cooperative forms of negotiation
• Learn strategies for dealing with difficult people

Course Description:

Understanding how to manage professional relationships is one of the most demanding business skills we can learn. Professional relationships impact our careers, personal lives and, ultimately, people who support and rely upon us.

This program combines well researched models of communication within a variety of relationships, specifically our Customers, our Associates and our Peers.

Participants will experience unique strategies and techniques to build productive relationships, minimize workplace conflict, and respond to hostility resourcefully.

What You Will Cover:

• Identify Productive and Unproductive conflict and why things go wrong
• Recognize triggers that escalate conflict
• Explore and create useful emotions and responses
• Review conflict categories and resolution approaches
• Resolve communication and needs conflicts
• Influence values conflicts
• Distinguish differences in personal preferences
• Managing angry people

Course Hours: 4 to 12 hours

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Dealing With Difficult People

Benefits for the participants:

• Recognize how their own attitudes and actions impact others
• Use new and effective techniques for dealing with difficult people
• Use techniques for managing and dealing with anger.
• Develop coping strategies for dealing with difficult people and difficult situations

Course Description:

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 interact with someone.

Success comes from understanding how we behave, as well as how we can influence others. If difficult interactions are necessary, and we approach those conversations with a plan, we will find that we have less difficult people to deal with.

More often than not, we will also have more meaningful and significant conversations. In this workshop, you will learn how to turn difficult situations into opportunities for growth.

What You Will Cover:

• Opening activities
  • Customer dissatisfaction
• Why are people are so difficult
  • The Great Customer Attitude Shift
  • Customer rage
  • The Emotional Charge
• Personal Resourcefulness
  • Personal Control
  • Reactions and triggers
  • Upset, Set down, Setup
• Dealing with Upset Clients
  • Problem solving principles
  • The Four Step Process
  • Process simulation
• Closing Activities
  • Learning Journal Review

Course Hours: 4 to 8 hours

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Customer Service

 Benefits for the participants:

• Identify customer service challenges in your
• Explore a foundation for customer service
• Identify factors that can contribute to communication
• Learn how to better manage potentially unproductive
• Learn to create positive memorable experiences for all

 Course Description:
Participants will discuss what is needed to build a stronger customer service commitment and to improve relations with both customers and fellow employees.

 What You Will Cover:

• Welcome and Introduction
  • Workshop Goal and Objectives
• A Foundation for Excellence in Customer Service
  • Characteristics of Good Customer Service
  • Customer Service Customer Satisfaction
  • In-person, phone, and e-mail best practices
• Caring Customer Service
  • Components of Caring Customer Service
  • Strategies for Success
• Communication
  • Managing Dissatisfaction, Friction and Discord
• Creating Positive Memorable Experiences
  • Pulling It All Together
  • Case Scenarios
• Closing
• Action Plan and Feedback

Course Hours: 8 hours

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Consultative Selling

 Benefits for the participants:

• To be aware of the value of consulting customers;
• To identify three areas to research about potential clients;
• To develop skills in asking questions to diagnose client needs, objectives, and expectations; and
• To create ways to present business solutions

 Course Description:

Consultative selling is a powerful process for individuals in sales or marketing, for customer service representatives, and/or for anyone interested in developing successful business relationships.

Consultative selling is built on the premise that everyone needs to win in business relationships.  One party has the opportunity to sell products or services and the other party has the opportunity to have his or her needs met. Trusting, long-term relationships are the goal, not quick sales.

This program emphasizes the planning and preparation phases of consultative selling. The primary components of this planning and preparation include the following:

1. Researching the underlying needs, stated objectives, and expectations of target clients.
2. Preparing specific questions that help clients clarify their needs, objectives, and expectations.
3. Presenting business solutions

 What You Will Cover:

• Introduction to the Consultative Model of Selling
• Sales Self-Assessment
• Researching Target Clients
  • Assumptions About Clients
  • Three Things to Learn About Potential Clients
  • Research Strategies Practice
• Preparing Specific Questions to Ask Clients
  • Testing Your Market Research
  • The SPIN Sequence
  • The Difference Between Implication and Need-Payoff Questions
  • Developing SPIN Questions
  • Practicing SPIN Questions
• Suggesting Solutions
  • An Investment, Not a Cost
  • The PAR Method
  • Composing PAR Presentations
• Closing Activities
  • Your Next Steps
  • Action Planning

Course Hours: 8 hours

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Presentation Skills

 Benefits for the participants:

• To be aware of the value of speaking to groups;
• To identify strengths and development areas for presentations;
• To develop skills in creating audience rapport, delivering presentations and using visuals; and
• To implement a presentation framework to be more clearly understood

 Course Description:

Consultative selling is a powerful process for individuals in sales or marketing, for customer service representatives, and/or for anyone interested in developing successful business relationships.

Consultative selling is built on the premise that everyone needs to win in business relationships.  One party has the opportunity to sell products or services and the other party has the opportunity to have his or her needs met. Trusting, long-term relationships are the goal, not quick sales.

This program emphasizes the planning and preparation phases of consultative selling. The primary components of this planning and preparation include the following:

1. Researching the underlying needs, stated objectives, and expectations of target clients.
2. Preparing specific questions that help clients clarify their needs, objectives, and expectations.
3. Presenting business solutions

 What You Will Cover:

• Opening Activities
  • Overview
  • Reducing Nervousness
  • My Worst Fear
• Introducing Yourself
  • Preparing an Introduction
• Developing Rapport
  • Communication Patterns
  • Developing Rapport with Pacing & Leading
  • Handling Tough People
  • Interviewing Skills & Peer Feedback
• Moderating Skills
  • Presenting an Agenda
  • Managing Interruptions
  • Agenda Video & Video Feedback
• Using Presentation Frameworks
  • Tough Messages and Updates
  • Using Examples
• General Format – Large Groups
  • General Format of a Presentation
  • Using Visual Aids with Large Groups

Course Hours: 8 to 16 hours (one and two day formats)

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Celebrating Diversity in the Workplace

 Benefits for the participants:

• Describe what diversity and its related terms mean
• Explain how changes in the world have affected you and your view
• Identify your stereotypes
• Take action if you or one of your employees feels discriminated against
• Develop a management style to encourage diversity

 Course Description:

More than ever, a workplace is a diverse collection of individuals proud of who they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique.

One of the challenges for workplace leaders is how to help these diverse individuals work as a team. We all know what happens to organizations that don’t have effective teamwork: they fail. And, failing to embrace diversity can also have serious legal costs for corporations.

This one-day workshop will give you ways to celebrate diversity in the workplace while bringing individuals together.

 What You Will Cover:

• Define Diversity and related terms
• How Does Diversity Affect Me?
• Identifying Stereotypes
• Dealing with Discrimination
• Managing for Diversity

Course Hours: 3 hours

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English as a Second Language - Level I

 Benefits for the participants:

Understand basic vocabulary and everyday language functions such as:

• Greetings& instructions
• Requestingand giving information
• Expressinglikes and dislikes
• Communicatingindustry-specific information necessary for work
• Understandingbasic American society functions.

 Course Description:

English as a Second Language Level 1 is designed for students who are literate in their native tongues & have some fluency in using the Roman alphabet to associate sounds with symbols.

Students are also typically unable to formulate complete sentences in English however, are knowledgeable of individual words or phrases but unable to express basic thoughts.

Course Hours: 40 hours

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Workplace Spanish

 Benefits for the participants:

At the end of this program participants will be able to do the following:

• Greet, use amenities and farewells
• Describe things by color and size
• State family relationships
• Refer to places
• Use personal pronouns
• Explain activities in basic terms
• Introduce people
• Tell time
• Name body parts
• Use calendar time
• Discuss clothing
• Name specific foods
• Get basic directions

 Course Description:

This class is targeted for those with little or no previous experience in speaking Spanish.

It focuses on developing simple conversational skills to prepare learners to communicate basic conversations within a hospital setting.

Vocabulary and grammar are integrated with conversational Spanish to develop a basis for learning the language.

 What You Will Cover:

All topics are integrated with activities customized to your working environment

• Greetings, Courtesy
• Basic Vocabulary (including numbers, times, etc.)
• Verbal Expressions
• Questions
• Negations
• Articles
• Personal Pronouns
• Prepositions

Course Hours: 40 hours

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