Excellence in customer service is a function of well trained personnel. In this program first line customer service representatives and others performing direct customer contact will receive practical skills to handle customers in person and/or on the telephone. This is a hands-on, practice-rich communication program.

The role of the leader as a coach and the impact of coaching strategies will be examined. Coaching others include motivating team players, encouraging teamwork, inspiring cooperation, mentoring others, and shaping behavior, all important skills for today's managers, supervisors, and project leaders. Coaches need to be able to inspire and empower others to develop goals and achieve their personal and organizational objectives as efficiently and effectively as possible. Outstanding coaches also project a vision of the mission to be accomplished, and elicit the commitment and dedication needed to to achieve this vision.

Facilitating effective meetings is a learned skill. How to keep a group on time and on subject, how to reduce the possibility of impasses and work with difficult people. Techniques to elicit ideas and reduce criticism are explored.

Better interact with and service your customers and other professionals. Customers are defined as anyone we serve inside and outside of our organization. Learn to identify your customer's problem by using good questioning techniques and probing skills. This program will also focus on both direct contact and powerful telephone rapport building and influencing skills to more effectively and sincerely support your customers.

This program focuses on developing interpersonal and professional interfacing skills that increase cooperation and build better relationships and group functioning. Understanding the need and developing the skills to get along with others more efficiently and improve teamwork is critical to achieving organizational goals and increasing work productivity. The general program strategy has three major goals: first, to learn professional interfacing skills and how to use these skills to enhance cooperation and teamwork; second, to practice using these techniques in projects requiring teamwork and cooperation; and, third, to coach others to use these skills to make changes needed to improve organizational morale and effectiveness. Organizational issues that reduce teamwork will be examined and tactics for reducing their impact will be discussed.

Learn to find the real problem and separate symptoms from causation. This program will help you learn to generate a greater number of solutions to problems and to weight alternatives carefully. Learning to think creatively about problem's, and then make appropriate decisions, helps to increase one's general effectiveness to achieve successful outcomes. Implementing systematic order into the problem-solving and decision-making process will be an important focus of this program.

The world today is changing faster than ever before. Technological developments, restructuring, reorganizations and changing company philosophies all place pressures on organizations to change and stay dynamic. Not only must managers and professionals face and accept these changes, they must also help others feel comfortable with the adaptations they need to make. This workshop examines the stress as well as the personal benefits to be derived from understanding and dealing effectively with organizational change.

The role of the leader as a coach and the impact of coaching strategies will be examined. Coaching others includes: motivating team players, encouraging teamwork, inspiring cooperation, mentoring others, and shaping behavior, all important skills for today's managers, supervisors, and project leaders, especially in service organizations. Coaches need to be able to inspire and empower others to develop goals and to achieve their personal and organizational objectives as efficiently and effectively as possible. Outstanding coaches also project a vision of the mission to be accomplished, and elicit the commitment and dedication needed to to achieve this vision.

The student will learn the most powerful rapport building and interpersonal skills available to better relate with others. Techniques to achieve interpersonal goals and bargaining more effectively with others to maximize one's resources on and off the job are explored. Because everyone's a negotiator the skills learned can be implemented immediately.

Making effective, powerful presentations that command attention and improve the professional image of the speaker is highly valued. Being able to apply this skill when conducting professional meetings, speaking to managers, scientists, or peers, gives the speaker the competitive edge and is also vital to career growth. The focus of this program is on learning to prepare and deliver highly successful presentations.

In order to lead or manage, one needs to understand oneself and one's style of thinking and influencing. This program focuses on the critical skills supervisors need to master in order to effectively manage others. In order to manage well a wide array of skills are needed including: motivating others, delegating tasks, encouraging teams, managing time, problems solving, making decisions, setting performance standards and improving morale and efficiency.

As productivity demands increase, the need to use effective strategies for managing job pressure and rapid change intensifies. This program focuses on developing personal energy, managing resources, handling change, improving coping skills, organizing support networks, differentiating stress and pressure, and in general increasing efficiency and improving productivity.

With sharp negotiation skills you can influence people around you and exert better control over your time and resources. Negotiation skills will give you a solid foundation in basic negation techniques. You'll learn when and how to negotiate, how to prepare for negotiating, and how to make every negotiation session a "Win/Win" situation. Management researches estimate that business professionals can spend as much as 60% of their time negotiating with others. Negotiation skills can transform contention and stalemate into dynamic, productive results.

Critical skill set for today's managers. How to take a project and break into its component parts to determine the most cost/time effective method to complete the task is the heart of this program. Once the project is laid out the task of creating commitment in others is explored.

Selling and influencing are skills needed by everyone. This program will help you influence others with greater power and impact. Participants will learn to gain attention, analyze motives, monitor reactions of others and then to use this information to sell their products and ideas. Current state-of-the-art skills used by the master selling professionals will be presented.

Learn to find the 'real' problem and and separate symptoms from causation. This program will help you learn to generate a greater number of solutions to problems and to weight alternatives carefully. Learning to think creatively about problems, especially when working in and with teams, helps to increase one's general effectiveness to achieve successful outcomes. Understanding and learning a problem solving process that can be implemented through teams will be an important focus of this program.

This issues and skills program explores the decisions and strategies necessary to move an organization from traditional structures to self-managing teams. In addition to issues, this program focuses on developing interpersonal skills that increase cooperation and build better relationships and group functioning. Understanding the need and developing the skills to get along with others more efficiently and improve working relationships is critical to achieving organizational goals and increasing work productivity. The general program strategy has three major goals: first, to learn professional interfacing and coaching skills and how to use these skills to enhance cooperation and teamwork; second, to practice using these techniques in projects requiring teamwork and cooperation; and, third, to focus on techniques to increase their implementation in the workplace. Problems that reduce work effectiveness will be examined and tactics for reducing their impact will be discussed. This program is designed for managers, team leaders and team players.

World class teams are a function of effective and committed team leaders. Using one's personal power to get work done though others is a critical skill for team leaders. Understanding the development stages a team goes through and applying the appropriate skills to the appropriate stage are discussed. How to deal with diverse personalities, conflicting requests and time pressures are examined.

The ability to control the use of time can contribute substantially to one's effectiveness. Productivity is partly determined by our success in prioritizing our efforts and eliminating time wasters. The program will focus on strategies and techniques for improving time utilization. How well we use our time determines the likelihood of achieving our goals and objectives.