Customer Service

Introduction :

Customer service is very personal. Our expectation vary according to circumstances and our own ideas about good service, but we all know really good customer service when we see it. It`s that special touch that makes us feel like someone cares. It`s a smile or a follow up call. It`s someone doing something memorable that we didn`t expect.

Training is a key element in improving quality. good workers know that training is necessary for success on the job and for future career growth. with the proper training and support, and a service environment that is costumer-focused and human, employees will have the tools they need to give costumers what they want and deserve : fantastic service every time.
Excellent customer service is crucial for good business. This training discusses the importance of customer service and shows you how to develop your skills in customer service.

Main Discussions :

  1. Skills Analysis
  2. Customer Expectations
  3. Benefits
  4. Moments of Truth
  5. Fantastic Service Equation
  6. Greeting Group
  7. Determining Needs : Communication
  8. Noise
  9. Body Language
  10. Positive Language
  11. Dealing With Anger
  12. Meeting Needs : Problem Solving
  13. The Final Equation Components
  14. Putting It All Together : Role Playing
  15. Customer Service Action Plans

Strategic Planning

Introduction :

The term Strategic Planning is a marriage of two words and two distinct concepts. The first word, Strategy, is from the Greek Strategos, which the Oxford English Dictionary (OED) defines as “ art of the commander-in-chief; the art of projecting and directing the larger military movements and operations of a campaign.” The OED goes on to suggest that strategy is “usually distinguished from tactics, which is the art of handling forces in battle or in the immediate presence of the enemy.” So, the first of our terms focusses on what to do to fulfill the mission and win the war. Strategy making is therefore a creative process-one that involves imaginative and introspective thought to inventor conceive of a method for achieving the goal. This cretive process involves synthesis bringing together creativity, imagination, and intuition to achieve inspired insight abut the future direction of the organization.

Planning, on the other hand, is focused on the analytical process of translating strategy into action. The OED defines Planning as “a formulated or organized method according to which something is to be done; a scheme of action, project, design; the way in which it is proposed to carry out some proceeding.” Planning, therefore, involves analysis – gathering and analyzing information, defining specific operational goals, and then breaking down each of these complex goal into a series of steps and actions.
Taken together, those two words provide insights into the heart of strategic planning and its role in moving any organization into the future : creating a strategy for achieving the organization`s goals and then devising an organized method to accomplish this strategy.

Main Discussions :

  • Perceptions of Strategic Planning
  • Definition and Key Components of Strategic Planning
  • Purpose and Goals of Strategic Planning
  • Value of Strategic Thinking
  • Levels of Planning in Organizations
  • An Integrated Model for Strategic Planning
  • Stages of Strategic Plan Development
  • Involving Stakeholders in the Strategic Planning Process
  • Characteristics of an Inspiring Vision for the Future
  • Creating a Shared Vision for the Future
  • Defining Core Values
  • Conducting a SWOT Analysis
  • Defining the Strategic Agenda
  • Developing Strategic Action Plans
  • Implementing the Strategic Plan in the Face of Uncertainty and Chaos
  • Developing the Strategic Issues Map
  • Definitions and Distinctions
  • Principles to Guide Strategic PSDM
  • Approaches to PSDM
  • Applying the Strategic Problem Solving Model
  • Writing to Problem Statement
  • Applying the Strategic Decision Making Model
  • Involving Others in Strategic PSDM
  • Introducing the Strategic PSDM Tool Kit and Prioritizing the Tools.
  • Applying the Strategic PSDM Tools

Presentation Skills

Introduction :

The presentation we make every day range from impromptu discussion in the hallway to formal speeches behind podiums. They may last 30 seconds or several hours, and may include anything from projectors to shadow puppets. But, if they are to be effective, they must include core concepts of communication.

In this training, we will study those core concepts and how participant can help others learn to use them effectively. Our goal are to give participant a “class in a box” so participant can step in and present to their audience.

This training can help participant present themselves effectively not only to others within the company, but to the general public as well.

Main Discussions :

1.   Tone Exercise 2.   Body Language 3.   Overcoming 4.   The S–E–T Formula 5.   S–E–T Practice Session 6.   Building Rapport 7.   Writing your presentation 8.   Delivering your presentation 9.   Visual Aids 10. Using Microsoft PowerPoint Software 11. Challenging Situation 12. Presentation Practice Session 13. Speaking Opportunities

Listening skills

Introduction :

The word listening is defined as making an effort to hear something; to pay attention or heed. It is different from hearing, which is the physiological process of the ear absorbing sound waves and trasferring them along neural pathways to parts of the brain. Hearing is necessary for listening, but listening is much more than processing sound. Someone may hear very well but be a very poor listener.

Listening generally involves a five-step process : attending, understanding, interpreting, responding, and remembering. This process is active rather than passive and involves using a number of behaviors and tools to be most efective. The various types of listening critical, empathic, incormational, and appreciative have their own characteristics and techniques. Which type of listening is used and which behaviors are involved depend on the situation and the people engaged in conversation. Self-awareness plays an important role in being a good listener. A large part of the facilitator`s role for a listening skills training is to help learners recognize their strengths and weakness when it comes to listening and to help them develop strategies to increase their listening effectiveness.

For purpose of this training, listening is defined as paying close attention to someone`s words and ideas.

Main Discussions :

1. Listening Defined
2. Types of Listening
3. The listening process
4. Nonverbal Communication
5. Effective Listening Behavior
6. The Bad Listener
7. Paraphrasing
8. Empathic Listening
9. Giving and Receiving Feedback

Problem Solving and Decision Making

Introduction :

Everyone is required to make many decisions every day in their budiness and personal lives. Most decisions, by most people, are handled quickly and without much thought. But many of us procrastinate or over-analyze some of the most important decisions we must make. This book breaks down the process of making decisions into a structure that can relieve the delay and stress of choosing the right option when we face important opportunities or problems.

Main Discussions :

1.   The Decision Making Process : Anatomy of a Decision
2.   The Creative Process : Developing Options
3.   Barriers to Creativity
4.   Overcoming Barriers to Creativity
5.   Tools to Improve Creativity
6.   The Analytic Process : Narrowing Down the Options
7.   Using Everyday Statistics
8.   Using Tools to Improve Analysis
9.   The Human Aspect : Emotional and Irrational Factors
10. Implementing the Decision : Wrap-Up

Teamwork Development

Introduction :

Teams and teamwork are closely linked concepts. As you got ready to develop teamwork within your organization or within teams that are part of your organization, having a clear definition of each concept is helpful. As you may have seen, many people who are part of ”official” teams don’t practice teamwork. And an equal number of people who work within an organization but not as part of an official team nonetheless demonstrate teamwork. In brief, a team is a group of people united around a common task. Teamwork encompasses the behaviors that help the team do its task successfully. A look at each concept in more depth is helpful.

Main Discussions :

1.   Creating an Organizational Climate That Supports Teamwork
2.   Reviewing the Teamwork Workshops
3.   Is Teamwork Happening Where You Are .
4.   Tower Building, part 1
5.   Tower Building, part 2
6.   Trust Builders and Trust Destroyers
7.   Teamwork War Story- A Matter of Trust
8.   Learning Recap #1
9.   Recognizing and Overcoming Communication Challenges
10. Bridge Building
11. Decisions And Other Roadblocks
12. Learning Recap #2
13. What Is Teamwork, and What Is Its Value?
14. Effective Communication-The Foundation Of Teamwork
15. Crossing the Great Divide

Communication Skills

Introduction :

For thousands of years, humans have used communication to connect, convey ideas, and develop relationships. Communication skills in the workplace today are one of the most important aspects of organizational dynamics. They affect workplace relationships, departmental relations, company culture, and ultimately the financial health of the organization.
Communication can build or destroy any situation. Clear, concise, and effective communication promotes openess, enables projects or precesses to move forward, and enhances relationships. Conversely, poor, unclear, or nonspecific communication in an organization leads to dysfunction, low morale and costly mistakes.

The purpose of a communication skills training is to provide targeted skills and techniques appropriate to the mission of the organization. The goals of a communication skills are define by the employing organization, the facilitator and the participants.

Main Discussions :

1. Understanding Yourself
2. The Listening Stick
3. Active Listening Role Play
4. Visual Listening
5. One on One
6. Interpersonal Skills
7. Ten Questions About Conflict
8. Persuasion
9. Persuasion Strategy
10. Negotiation Outcomes
11. Feedback Experience
12. Johari Window
13. Assertiveness – Making Your Case
14. Vocal Exercises
15. Storytelling
16. Analogies

Salesmanship Skills

Introduction :

The essence of selling is thingking, communicating, and networking. Every costumer is different, so a salesperson always is thinking about what action to take next. As soon as an action is decide on, it starts a trail of commincation that continues through the follow-up process. And, along with the active customers who salespeople must serve, they must constantly cultivate new leads through networking activities.

In today`s busy world, salespeople engege in many forms of communication with their customers and potential customers. It is no longer possible, or at times necessary, to meet in person. Telephone and email have become the mainstays of sales communication, and both salespeople and thir managers want to improve their skills. As salespeople use email and phone more often, there is a faster pace of communication and many more opportunities for miscommunication.

Main Discussions :

  1. Selling Today
  2. Effective Selling
  3. Sales Cycles
  4. Basic Knowledge
  5. Sales Mind Focus
  6. Managing Tasks and Relationships
  7. Conditions of Satisfaction
  8. Planning and Organizing
  9. Artful Listening
  10. Inquiry
  11. A Basic Formula in Communication
  12. Presentations
  13. Features, Benefits, and Proof in Communication
  14. Compelling Offers in Communication
  15. Networking

Time Management

Introduction :

Time Management is a way to develop and use processes and tools for maximum efficiency, effectiveness, and productivity. It involves mastery of a set of skills, such as assigning priorities for tasks, setting goal, scheduling, planning, and delegating. It is often necessary for an individual to experiment with various time management tools and methods to discover the blend of strategies that works best. At the heart of effective time management is the ability to take charge of the time we have.

Time management generally involves a five-step process : setting priorities, analyzing, filtering, scheduling, and executing. This process, which involves changing habits, uses a number of behaviors and tools to be most effective. Each step requires specific skills, and some people may move through the process more quickly than others. Various aspects of time management may be a challenge, such as how to handle email, procrastination, interruption, and paperwork. Self-awareness plays a large part in effective time management. The facilitator of a time management workshop helps learners to recognice strengths and weaknesses in how they use their time and to develop strategies to increase their effectiveness.
For purpose of this training, Time Management is defined as effective use of time to achieve desired results.

Main Discussions :

1. Time Management Defined
2. Time Management Self-Assessment
3. The Time management Process
4. Goal Setting
5. Scheduling Time and Tasks
6. Effective Delegation
7. Procrastination
8. Interruptions and Distractions
9. Managing Email
10. Working With Paperwork

Negotiation Skills

Introduction :

The term negotiation is defined as a means to reach mutual agreement through communication. As a way to handle differences, or opposing views, with the objective of achieving your goal, negotiation involves mastery of a set of skills, such as planning, quastioning, using effective nonberbal communication, brainstorming, and evaluating needs. It is often necessary for an individual to experiment with various negotiationg techniques to discover a blend of strategies that works best. A willingness to discover common interests and adapt communication styles is at the core of effective negotiation.

Negotiation generally involves a five-step process : analysis, preparation, communication, proposal, and commitment. It can be an introspective process and involves a number of behaviors and tools to be most effective. Each step requires specific skills, and some people may move through the process more quickly than others. Individuals may find various aspects of negotiation to be a challenge : assessing the style of a negotiation counterpart, selecting appropriate tactics, managing barriers to negotiation, and attending to ethical issues can be difficult. Self-awareness plays an important role in being a good negotiator. A large part of the facilitator`s fole in a negotiation skills workshop is to help learners recognize their strengths and weakness when it comes to how they typically negotiate, as well as to help them develop strategies to increase their negotiating effectiveness.
For purposes of this training, Negotiation is defined as seeking agreement through dialogue.

Main Discussions :

1. Types of Negotiations
2. Negotiation Self Assessment
3. Core Principles of Negotiation
4. Steps to Negotiating
5. Investigating Interest
6. Building Trust and Relationships
7. Negotiation Tactics
8. Barriers to Negotiation
9. Ethics in Negotiation
10. Negotiation Success Factors