Leadership Essentials Series
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Coaching Job Skills |
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Communicating Up |
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Coaching Job Skills provides the tools necessary to successfully coach individuals to perform a job, a task, or a skill. In order to achieve results, coaching must go beyond just showing how to do something. Coaching involves observing, analyzing, demonstrating, and giving feedback. It’s a process of developing relationships that ultimately can build the trust and respect that are the foundation of successful organizations.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Communicating Up (CU) provides the tools necessary to align the individual with communication requirements of his or her manager. With its focus on preparation and clear commitments, CU can help even experienced managers build a more effective process for communicating and collaborating within the organizational hierarchy.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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| Delegating |
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Developing Performance Goals & Standards |
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Delegating provides the tools necessary to develop messages that communicate the “what” and the “why” of every delegated task. Focusing on ensuring that the individual understands what is required helps facilitate a successful result – the work is done correctly, and the individual gains the benefits of a new experience and increased confidence and responsibility.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Developing Performance Goals and Standards provides the tools necessary to align the individual with the performance requirements of the organization. With its focus on logical processes and reasonable commitments, DPG&S can help even experienced managers build a more effective process for goal creation, clear work standards, and better job performance.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Effective Discipline
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Essential Skills of Communicating |
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Effective Discipline provides the tools necessary to dramatically reduce problem behaviors. By involving team members in performance discussions and gaining their commitment to behavioral change, managers can turn a potentially negative interaction into a positive developmental step.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Essential Skills of Communicating provides the tools necessary to develop clear, concise messages. Focusing on communication as a two-way process, the program can help even experienced managers improve their messages by making them clear, well organized and aimed at the needs and interests of the listener. By developing the essential skills of communicating, managers improve relations with their team members and increase productivity.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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| Essential Skills of Leadership |
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Improving Work Habits |
Essential Skills of Leadership is the first step to developing successful managers. By focusing on three critical management skills, the program establishes a methodology for productive interactions between team members and team leaders. ESL helps managers refocus on the skills required to manage the individual while leading the team.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Improving Work Habits provides the tools necessary to recognize and to address poor work habits – even those of a team member who may be successful in his or her job. By focusing on the negative behavior and gaining the individual’s commitment to change, the manager effectively addresses the issue before it develops into a disciplinary problem.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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| Managing Complaints |
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Providing Performance Feedback |
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Managing Complaints makes clear that when you really listen, you must do so in a way that is non-judgmental. That’s critical because what appears to be a minor issue to you may appear to the complaining employee to be a major problem. When you really problem-solve a complaint, you use specific techniques to identify the potentially serious issues, if any, that underlie the complaint. That’s also critical because many complaints that seem minor actually mask significant issues with broad productivity impact.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Providing Performance Feedback (PPF) provides the tools required to adjust individual performance. With its focus on logical processes and reasonable commitments, PPF can help even experienced managers evaluate and improve performance more effectively. Using the PPF process with their team members, managers demonstrate their commitment to an open and consistent performance improvement process.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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| Resolving Conflicts |
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Supporting Change |
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Resolving Conflicts provides the tools needed to recognize conflict and deal with it quickly and effectively. By understanding the signs of conflict and by getting to the root cause, managers can eliminate the issue and minimize the impact. Facing these conflicts head-on allows the manager to preserve the integrity of the team and to demonstrate a commitment to individual performance and growth.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Supporting Change provides the tools managers need to understand and interpret change – in order to more successfully manage their team through it. By working to support change while addressing the team’s comfort level with that change, the manager can more effectively facilitate acceptance of a new way of doing things.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
*Available in English & Spanish
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Leadership Plus Series
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Developing & Coaching Others |
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Motivating Team Members |
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Developing and Coaching Others educates managers to effectively and successfully develop and coach their team leaders to become better and more consistent performers. The program will help your managers learn the specifics of how they can effectively impact the learning process and coaching moments of their teams to make the difference. This 4-hour program is designed for 9-18 participants.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
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This course helps managers learn the four stages to influence a team member to perform a task, while creating a work environment that will motivate higher performance. Throughout the workshop managers and team leaders will participate in reading, discussion, assessments, diagnostics, small group exercises and rehearsal modeling with real life situations, and facilitator coaching.
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Online Course: $44.00
Online Course + Workbook: $80.00
Also available as an instructor-led training course.
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Customer Service Solutions
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Dealing with Difficult Customer Situations
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Delivering Customer Focused Service
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Customer service representatives are provided techniques for dealing with difficult customer situations. Their role as customer service representatives offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, they will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned.
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Online Course: $44.00
Online Course + Workbook: $141.00
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Learners analyze the skills and strategies they use every day in their jobs to identify the techniques that they do very well and to develop ways for them to do their job better. During this training, participants will learn guidelines for delivering customer focused service, including understanding their role as a professional; the essential skills of communication: listening, questioning, verifying, explaining; and a four-step customer service model.
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Online Course: $44.00
Online Course + Workbook: $141.00
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STAR Service
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STAR Service is a new, powerful, half-day program designed to address the opportunity to improve customer experiences. Your service employees will learn the process and skills they need to provide customers with Positive Memorable Experiences. The clear, practical, four-step STAR Service Process™, coupled with the communication skills taught in the workshop, help your employees not only to transform negative and neutral customer experiences to positive and memorable transactions but also to reaffirm and enhance long-term relationships, the foundation of business success.
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Online Course: $30.00
Online Course + Workbook: $60.00
Also available as an instructor-led training course.
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Sales Solutions
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Making Customer Recommendations |
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The Incoming Sales Call
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Representatives are not just selling products and services, they're selling "solutions" that can help the customer reach his or her objectives. The final "confirming question" to the customer in which the representative and the customer agree that they have understood the customers' objectives correctly is the foundation for their recommendation. In this course, your representatives will learn the four-step recommendation process which is an essential part of customer interactions.
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Online Course: $44.00
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The relationship representatives establish in the first few seconds of the customer's call dictates their chance of success. The first words out of their mouths are the most important part of the whole customer interaction. In this course, representatives will learn what they can do to help make sure the conversation and the relationship with the customer get off to a positive start. They will also learn how to make the transition from taking an order or providing a service to a sales conversation.
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Online Course: $44.00
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Productivity Solutions
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Achieving Communication Effectiveness |
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Diversity Awareness |
Accomplished communicators work well with others to get tasks done faster and with fewer mistakes. Administrative and support personnel will learn effective communication techniques in this course. Participants will also be trained to function more productively through improved communication skills.
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Online Course: $44.00
Online Course + Workbook: $100.00
Also available as an instructor-led training course.
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Diversity Awareness is a source of enrichment which can bring a wealth of benefits to every organization. This course will assist participants in understanding and appreciating cultural diversity. This course will show how to interact with different kinds of people and recognize the benefits of multi-culturalism.
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Online Course: $44.00
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| Professionalism in the Office |
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Professionalism in the Office is designed to teach the skills needed to be more professional on the job. This course gives the opportunity to assess personal performance, participate in learning experiences not available in the day-to-day work environment, and define and evaluate personal goals/objectives related to career growth.
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Online Course: $44.00
Online Course + Workbook: $60.00
Also available as an instructor-led training course.
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Talent Management Solutions
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Hiring Winning Talent |
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This course enables managers to implement a structured process that can really streamline and empower successful hiring. The program also focuses on the key skills required to interview candidates and ways to build team cohesion by involving team members in the hiring initiative.
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Online Course: $90.00
Online Course + Workbook: $175.00
Also available as an instructor-led training course.
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