Workforce for a Competitive Edge | custom training solutions

Workplace Essentials Conflict Resolution Wherever people are, so too is conflict. Even seasoned professionals who have worked together peacefully for years can disagree and experience tension. In some cases, conflicts can be worked out between the parties involved. In others, intervention isn’t just necessary, it’s essential to avoiding a dip in productivity or even a lawsuit. While conflict can’t be eliminated entirely, it can be properly handled. Using a seven-step process, this workshop will teach professionals how to resolve conflicts of any size and type. Participants will learn crucial skills and information, including: • The five main styles of conflict resolution and how to adapt them for all types of conflicts • How to break out process tools to prevent conflict • Anger and stress management techniques Customer Service Whether internal or external, every employee serves a customer. That customer could be the consumer who buys your product or the coworker who depends on your bookkeeping services in order to balance accounts. No matter the type of customer, service matters and exceptional service can lead to exceptional results. This workshop will help attendees define different customers and identify the type of services that each requires. Participants will learn techniques for providing excellent service online, in-person and over the phone, including: • Understanding how attitude impacts service • Identifying customer needs • Using outstanding service to build trust and grow business • Dealing with difficult customers Handling a Difficult Customer With the right training, knowledge and skills, providing excellent customer service is easy. That is, until you face a challenging customer. While assisting difficult customers may never be easy, the right attitude and technique make it possible to turn negative situations into something positive. This workshop will teach you how to engage customers and provide effective service, even in the most difficult situations. Attendees will learn how to: • Manage stress and cultivate a positive attitude • Build rapport with customers in-person and over the phone • Understand challenges and develop strategies to adapt Networking Outside the Company A great network can be helpful when trying to land a meeting with a potential client, source a supplier for a large project and more. But before you can harness the power of that network, you have to build it. Effective networking is more than attending an occasional mixer or meeting college pals for drinks. In order to develop relationships that are mutually beneficial, you must define what you can offer and what you need from others in return. This workshop will help you: • Identify and avoid networking obstacles • Use online networking tools • Prioritize contacts and effectively manage networks Networking Within the Company Having a strong external network can be very beneficial, but in some cases, a well-developed internal network is even more important. Which team member can you count on when the success of a project in on the line? Who will help champion your new idea and get leadership’s attention? Internal networks can do all of these things and more. Workshop attendees will not only learn how to make internal connections, but also how to fully-utilize and leverage those relationships. Participants will gain a better understanding of how to: • Use networking tools and build relationships • Avoid common mistakes • Successfully manage time Risk Assessment & Management Identifying and managing risks is an important step in the safety process. While eliminating risks is ideal, it’s not always possible. That’s why preparation is key, and having a plan for before, during and after an event is an essential piece of the safety puzzle. This workshop will help participants find hidden risks and develop procedures to prevent accidents. Attendees will learn how to: • Identify hazards and risks • Update control measures • Outline a disaster recovery plan • Effectively communicate about safety and risk management with coworkers 38 TrainWithCTS.com l Archbold. 419.267.1332 l Toledo. 419.530.3307 Business & Professional Development