Day: August 31, 2023

In this course, students will learn how to be proactive to customer needs and develop exceptional customer service skills to improve a customer’s experience. Through an in person lecture, they will be taught the foundation of an exceptional customer experience and will utilize small group activities to practice and refine their customer service. Upon completion of this course, the organization can expect an improvement in employee’s customer engagement due to their ability to proactively address their customers’ needs, and increase their customer satisfaction. The ideal audience for this course will include employees who are customer facing.

The purpose of teams is to work towards common goals. With the added layer of evolving workplace dynamics, complicated employee motivation and increased team diversity, problems and the need for effective problem-solving skills are increasingly critical. In this instructor led, virtual course, managers and staff will discover the beauty in problems and how to analyze problems so that it can be reframed appropriately as opportunities. Brainstorming, cause and effect and flow charts will be used to illustrate these skills. Modalities of learning include lecture, Socratic discussion, and peer-based application/feedback and learners will leave the course prepared to reframe existing and future problems within a team setting.

Effective teams are happiest when their key partners are satisfied. In this instructor led, virtual course, managers and staff will be reminded of the value of key partner-focused management and decision making and will be provided tools to ensure the partnerships are healthy and mutually beneficial. Modalities of learning include lecture, Socratic discussion, and peer-based application/feedback. Managers and staff who take this course will learn how to reorient towards key-partner focus, how to identify gaps in focus, how to re-engage key partners effectively and how to build and maintain strong key-partner relationships, that are aligned with the organizations mission.

On all points of evaluation, diverse business teams are positive predictors of a business’ economic success, and employee engagement. In this instructor led, virtual course, managers will learn to articulate the economic and social value of building culturally diverse workforces. Modalities of learning include lecture, Socratic discussion, and peer-based application/feedback. Leaders and managers who take this course will improve their knowledge of the value of a diverse workforce, will learn to identify unconscious barriers to diversity, as well as understand the uniqueness of each diversity sector and how to build a diversity matrix for their team.

Workplace engagement has changed significantly post-pandemic and continues to change. Also, employees’ personal motivation and expectations regarding work and working environments are evolving, forcing employers to engage employees differently. In this instructor led, virtual course, managers will learn to identify what motivates the Individuals on his/her team and will discover practical and proven tools to motivate their unique staff, such as the benefits of autonomous working, new dynamics to employee/supervisor relationships and how to articulate the unique role you play as a leader/manager on the empowerment and motivation of your staff. Modalities of learning include lecture, Socratic discussion, and peer-based application/feedback.

Conflict has a devastating effect on teams but can also be a strong source of continuous improvement and team growth. In this instructor led, virtual course, managers and staff will learn how to identify and resolve conflict in way that builds team cohesiveness. Modalities of learning include lecture, Socratic discussion, and peer-based application/feedback.