Soft Skills Package

Communication Skills

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 participants understand the impact that their communication skills have on other people. They will also explore how improving these skills can make it easier for them to get along in the workplace, and in life.

This Workshop will help you teach participants how to

1. Identify common communication problems that may be holding them back
2. Develop skills to ask questions
3. Learn what their non-verbal messages are telling others
4. Develop skills in listening actively and empathetically to others
5. Enhance their ability to handle difficult situations
6. Deal with situations assertively

Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Course Outline

• Creating Positive Relationships
• Growing Self-Awareness
• Communication Basics
• Communication Barriers
• Asking Questions
• Listening Skills
• Body Language
• Communication Styles
• Creating a Positive Self-Image
• Frame of Reference
• Techniques for the Workplace
• Assertiveness

Customer Service Training: Managing Customer Service

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

This course will help you teach participants:

• Identify ways to establish links between excellence in customer service and your business practices and policies.
• Develop the skills and practices that are essential elements of a customer service-focused manager.
• Recognize what employees are looking for to be truly engaged.
• Recognize who the customers are and what they are looking for.
• Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Learning Objectives

• The Six Critical Elements of Customer Service
  • A customer service focus
  • Defined in your organization
  • Given life by the employees
  • Problem-solving
  • Measure it
  • Reinforce it
• Understanding Leadership
• Five Practices of Leadership

Leadership Skills for Supervisors:
Communication, Coaching, and Conflict

Supervisors represent an important force in the economy. You have the power to turn on or turn off the productivity of the people who report to you. You are the crucial interface between the employee on the shop floor or the service desk and the managers of the organization. Although you usually have more technical experience than the employees you supervise, you may not have had a lot of leadership experience. This one-day course will give you the skills in communication, coaching, and conflict that you need to be successful.

This course will help you teach participants how to:

• Learn ways to prioritize, plan, and manage your time.
• Identify your primary leadership style.
• Develop some flexibility to use other leadership styles.
• Determine ways you can meet the needs of employees and co-workers through communication and coaching.
• Explore ways to make conflict a powerful force for creative, well-rounded solutions to problems.

Learning Objectives

• Pre-Assignment Review
• What’s Your Type? How About Mine?
• Understanding Leadership
• Managing Your Time and Your Energy
• The Commitment Curve
• Employee Development Models
• Dealing with Conflict and Difficult Issues
• What Successful Leaders Do