Business Skills Training

A company's ethics will determine its reputation. Good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability. Developing a Business Ethics program takes time and effort, but doing so will do more than improve business, it will change lives. 

Workshop Objectives

• Define and understand ethics.
• Understand the benefits of ethics. 
• Create strategies to implement ethics at work.
• Recognize social and business responsibility.
• Identify ethical and unethical behavior.
• Learn how to make ethical decisions and lead with integrity. 

 The Change Management workshop will give any leader tools to implement changes more smoothly and to have those changes better accepted. This workshop will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change. 

Workshop Objectives

• List the steps necessary for preparing a change strategy and building support for the change
• Describe the WIFM – the individual motivators for change
• Use needed components to develop a change management and communications plans, and to list implementation strategies
• Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
• Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
• Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
• Use strategies for aligning people with a change, appealing to emotions and facts
• Describe the importance of resiliency and flexibility in the context of change. 

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Workshop Objectives:

• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build good will through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools 
• Deal with difficult customers

The Generation Gaps workshop will help participants understand the various generations present at work, and understand what motivates them and dealing with them on a daily basis. Both the young and older worker will have many ideas to offer, which will help the organization thrive in the marketplace. Learning how to deal with the Generation Gaps at work will help you become a better manager or co-worker.

    Workshop Objectives:

• History behind generation gaps
• What are traditionalists
• What are baby boomers
• What are Generation Xers
• What are Generation Yers
• What are Generation Zers
• Differences between each type of generation
• Finding common ground among the generations
• Conflict management 

Our Goal Setting and Getting Things Done workshop will cover strategies to help your participants overcome procrastination. These skills will translate into increased satisfaction in their professional and personal lives. Your participants will learn the Goal Setting characteristics of successful people and in turn will become happier and more productive individuals.                   

    Workshop Objectives:

• Overcome procrastination
• Manage time effectively
• Accomplish important tasks
• Self-motivate
• Create SMART goals 

The Stress Management workshop will give participants a three-option method for addressing any stressful situation, as well as a toolbox of personal skills, including using routines, relaxation techniques, and a stress log system. They will also understand what lifestyle elements they can change to reduce stress. 

Workshop Objectives: 

• Identify the best approach to a stressful situation (Alter, Avoid, or Accept)
• Understand what lifestyle elements you can change to reduce stress
• Use routines to reduce stress
• Use environmental and physical relaxation techniques
• Better cope with major events
• Use a stress log to identify stressors and create a plan to reduce or eliminate them

The Teamwork And Team Building workshop will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. Your participants will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member.

Workshop Objectives: 

• Describe the concept of a team, and its factors for success
• Explain the four phases of the Tuckman team development model and define their characteristics
• List the three types of teams
• Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
• Discuss the uses, benefits and disadvantages of various team-building activities
• Describe several team-building activities that you can use, and in what settings
• Follow strategies for setting and leading team meetings
• Detail problem-solving strategies using the Six Thinking Hats model -- and one consensus-building approach to solving team problems
• List actions to do -- and those to avoid -- when encouraging teamwork

 Wherever two or more people come together, there is the possibility of conflict. The Conflict Management Workshop will give participants a six-step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame. 

Workshop Objectives:

• Understand what conflict and conflict resolution mean
• Understand all six phases of the conflict resolution process
• Understand the five main styles of conflict resolution
• Be able to adapt the process for all types of conflicts
• Be able to break out parts of the process and use those tools to prevent conflict
• Be able to use basic communication tools, such as the agreement frame and open questions
• Be able to use basic anger and stress management techniques