Change Management
Accepting that change is inevitable is one of the first steps to daily happiness. Acceptance, combined with a positive attitude, make change and transition easier to deal with. There are many opportunities that present themselves as a result of changes in our lives. Finding that opportunity amongst the challenge is the key. In this session you will learn how to consciously embrace change.
Accepting that change is inevitable is one of the first steps to daily happiness. Acceptance, combined with a positive attitude, make change and transition easier to deal with. There are many opportunities that present themselves as a result of changes in our lives. Finding that opportunity amongst the challenge is the key. In this session you will learn how to consciously embrace change.
Blockbuster Customer Service
Award-winning customer service doesn't just happen by chance. It takes a strategic, concentrated effort to ensure a consistently excellent customer experience. You have to have the right "cast," you have to rehearse regularly, you have to remember the customer is the "star of the show," and you have to remember to always "run the credits." In this session, attendees will learn how to enhance customer service skills with proven techniques that will enhance and improve the overall customer experience because at the end of the day, not only is it about customer service, but more importantly, customer satisfaction.
Award-winning customer service doesn't just happen by chance. It takes a strategic, concentrated effort to ensure a consistently excellent customer experience. You have to have the right "cast," you have to rehearse regularly, you have to remember the customer is the "star of the show," and you have to remember to always "run the credits." In this session, attendees will learn how to enhance customer service skills with proven techniques that will enhance and improve the overall customer experience because at the end of the day, not only is it about customer service, but more importantly, customer satisfaction.
Dealing with Difficult People
A day in the office can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally while under fire is not always easy. It is particularly difficult to be nice to people who are not being nice to you. So what do you do to keep your cool when the customer loses theirs? How do you remain focused on the ultimate goal of providing assistance and being of service?
When faced with angry people, there are key steps that will help you diffuse the situation and maintain your composure, but it won't be easy. In this workshop we will explore proven ways to deal with angry people, diffuse difficult situations and succeed at saving your sanity through it all.
A day in the office can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally while under fire is not always easy. It is particularly difficult to be nice to people who are not being nice to you. So what do you do to keep your cool when the customer loses theirs? How do you remain focused on the ultimate goal of providing assistance and being of service?
When faced with angry people, there are key steps that will help you diffuse the situation and maintain your composure, but it won't be easy. In this workshop we will explore proven ways to deal with angry people, diffuse difficult situations and succeed at saving your sanity through it all.
Time Management
In the world of administrative professionals, there is definitely no lack of work to be done. Being able to be multi-focused is a required element of the job description that becomes part of your daily routine. But, how do you deal with multiple supervisors, colleagues, internal and external customers, family, and social obligations all at the same time and remain effective? How do you do it and not feel like you are losing your mind? How do you show your competence in the midst of chaos? How do you maximize the time that you have to "get it all done?" You work S.M.A.R.T. not H.A.R.D. This session will give you tried and tested tips and tools for improved time management.
In the world of administrative professionals, there is definitely no lack of work to be done. Being able to be multi-focused is a required element of the job description that becomes part of your daily routine. But, how do you deal with multiple supervisors, colleagues, internal and external customers, family, and social obligations all at the same time and remain effective? How do you do it and not feel like you are losing your mind? How do you show your competence in the midst of chaos? How do you maximize the time that you have to "get it all done?" You work S.M.A.R.T. not H.A.R.D. This session will give you tried and tested tips and tools for improved time management.
More Than My Title
Many organizations are title driven these days and it is easy to get caught up thinking that you are whatever title is given and that alone. This session will help you to see that no matter the title, you have room for learning and growing. Understanding that you are viewed on your actions, values, ethics, etc. will help to further define who you are, who you want to be and most importantly, how people view and interact with you in spite of your title.
Many organizations are title driven these days and it is easy to get caught up thinking that you are whatever title is given and that alone. This session will help you to see that no matter the title, you have room for learning and growing. Understanding that you are viewed on your actions, values, ethics, etc. will help to further define who you are, who you want to be and most importantly, how people view and interact with you in spite of your title.
Learning to Lead/Leading Up
Leading Up is the art of working with your superiors collaboratively in order to accomplish more and in a more efficient manner. This session will help you identify the 3Cs of Leading Up - Communication, Collaboration and Cooperation and help you find ways to make your job easier by enlisting the support of the decision makers in your organization. Learn to become a trusted confidante and respected part of the team.
Leading Up is the art of working with your superiors collaboratively in order to accomplish more and in a more efficient manner. This session will help you identify the 3Cs of Leading Up - Communication, Collaboration and Cooperation and help you find ways to make your job easier by enlisting the support of the decision makers in your organization. Learn to become a trusted confidante and respected part of the team.
Develop Your Brand
Learn to identify your unique personal and professional identity so that you stand out from others in your organization. Ensure that the impression you give is the one that is synonymous with your brand and your beliefs. Identify your strengths and weaknesses and learn how to use both to your advantage. Learn how to accurately depict your values, beliefs, and goals and define your purpose in a way that ensures that the perception of others matches the reality of who you are.
Learn to identify your unique personal and professional identity so that you stand out from others in your organization. Ensure that the impression you give is the one that is synonymous with your brand and your beliefs. Identify your strengths and weaknesses and learn how to use both to your advantage. Learn how to accurately depict your values, beliefs, and goals and define your purpose in a way that ensures that the perception of others matches the reality of who you are.
Generations in the Workplace
Learn about the five generations in the workplace today and how to deal with each one. Learn the traits of each generation and find similarities between them all. Learn how to peacefully coexist and how to communicate in the language that most makes sense to each generation. Find ways to utilize the varying perspectives and experiences to your advantage and gain a deeper understanding of your coworkers. When you understand one another, you will find it makes for a more peaceful workplace where everyone can work together with integrity, honesty and respect.
Learn about the five generations in the workplace today and how to deal with each one. Learn the traits of each generation and find similarities between them all. Learn how to peacefully coexist and how to communicate in the language that most makes sense to each generation. Find ways to utilize the varying perspectives and experiences to your advantage and gain a deeper understanding of your coworkers. When you understand one another, you will find it makes for a more peaceful workplace where everyone can work together with integrity, honesty and respect.
How to Present Like a Pro
Do you hate public speaking? You are not alone. In this workshop, participants will gain useful tips on overcoming the most common fears associated with public speaking. Tips and tricks for presenting like a professional will be shared and participants will find out how to utilize skills they already possess to refine their presentation style. Through active engagement and role playing, participants will be given tools to help them overcome their public speaking anxiety.
Do you hate public speaking? You are not alone. In this workshop, participants will gain useful tips on overcoming the most common fears associated with public speaking. Tips and tricks for presenting like a professional will be shared and participants will find out how to utilize skills they already possess to refine their presentation style. Through active engagement and role playing, participants will be given tools to help them overcome their public speaking anxiety.
Stop, Look & Listen: Good Communication Means Good Business
Effective communication strengthens the connections between a company and its customers, both internal and external. It also benefits all parties in many ways: earlier warning of potential problems and challenges; increased productivity, stronger decision making and faster problem solving to name a few. In this session, attendees will be given suggestions for increasing and improving varied means of communication to include telephone, email, social media and face-to-face communication.
Effective communication strengthens the connections between a company and its customers, both internal and external. It also benefits all parties in many ways: earlier warning of potential problems and challenges; increased productivity, stronger decision making and faster problem solving to name a few. In this session, attendees will be given suggestions for increasing and improving varied means of communication to include telephone, email, social media and face-to-face communication.
Achieving Work/Life Balance
They say life's a balancing act. In this session you will be given insight and resources for ways to stay on the tightrope like a pro. Everyone has more and more to balance as responsibilities increase at work, the demands at home evolve and change and you try to have a semblance of a social life. It can be difficult to manage all of these things simultaneously without losing your mind. This workshop will help you identify priorities, reclaim free time, establish boundaries and find ways to improve your overall quality of life by reducing some of the stress that comes from juggling this thing called life.
They say life's a balancing act. In this session you will be given insight and resources for ways to stay on the tightrope like a pro. Everyone has more and more to balance as responsibilities increase at work, the demands at home evolve and change and you try to have a semblance of a social life. It can be difficult to manage all of these things simultaneously without losing your mind. This workshop will help you identify priorities, reclaim free time, establish boundaries and find ways to improve your overall quality of life by reducing some of the stress that comes from juggling this thing called life.
The Attitude Angle
Attitude is defined as "a settled way of thinking or feeling about someone or something, typically one that is reflected in a person’s behavior.” How does your attitude impact your ability to successfully do your job? Is the attitude you believe you have the one you are actually projecting? In this session, you will discover how everything from our speech to our body language can impact the perception of our attitude. It has been said that “Attitudes are Contagious.” This session will give you some tactics for ensuring that your attitude is one worth catching.
Attitude is defined as "a settled way of thinking or feeling about someone or something, typically one that is reflected in a person’s behavior.” How does your attitude impact your ability to successfully do your job? Is the attitude you believe you have the one you are actually projecting? In this session, you will discover how everything from our speech to our body language can impact the perception of our attitude. It has been said that “Attitudes are Contagious.” This session will give you some tactics for ensuring that your attitude is one worth catching.
PROfessionalism in the Workplace
In this workshop we will explore all of the elements that go into professionalism and how they are used and perceived in the workplace. We will look at perception, thought, skillset and appearance to discover how what we think, how we present ourselves, our competence and our confidence determine our level of professionalism. We will also discuss some ways that we can ensure that we are always perceived as THE PROfessional in our office.
In this workshop we will explore all of the elements that go into professionalism and how they are used and perceived in the workplace. We will look at perception, thought, skillset and appearance to discover how what we think, how we present ourselves, our competence and our confidence determine our level of professionalism. We will also discuss some ways that we can ensure that we are always perceived as THE PROfessional in our office.
