Benefits from this course: Improved business results, outcomes, and profitability; reduced unnecessary compromise and needless price discounting; and improved organizational and personal performance. Learning Outcome Identify the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating Apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA Lay the groundwork for negotiation Identify what information to share and what to keep to yourself Understand basic bargaining techniques Apply strategies for identifying mutual gain Understand how to…Find out more »
Customer Service is what separates companies that thrive from those that fail. This is why it is imperative that businesses invest in quality customer service training programs. Learning Outcome Recognize how attitude affects customer service Identify customers’ true needs with empathetic listening Use outstanding customer service to generate return business Provide outstanding customer service over the phone Deal with difficult customers Know when to draw the line on abusive customers Includes personality assessment and how to approach different personalitiesFind out more »
Learn to identify individual strengths and opportunities to build an effective team, and how to overcome the 5 dysfunctions of your team. Bring your team to apply what you learn and grow together. Best to learn this offsite so you can all concentrate.Find out more »
Compare Distress and Eustress Calculate the cost of a stressed workplace. Characterize what the balanced company looks like Help your teams to de-stress and manage their commitments. does your team leave you hanging in the windFind out more »
In this course, we will discuss and practice the greatest assertiveness tool that works in all situations whether at home, work or in the community. Learn to avoid passive, aggressive or passive-aggressive behaviours in yourself and others. Learn how to be assertive without having others fear you, prevent others from stopping you from reaching your goals and how to say "no" when your plate is already full. Cost includes: a trainee manual, a certificate of attendance.Find out more »
Advance your communication competencies and interpersonal skills. Improve your Listening Skills; Review your Personality Style and find your Fit; Learn how to be more Assertive; Communicate your Ideas with Clarity we can do this in two early shifts at your workplaceFind out more »
Consider the impact from assertive over passive or aggressive behaviours with customers, co workers and those in authority.Find out more »
Improved navigation between different personality types, different generations and genders; more favourable outcomes from your influential tactics. Learning Outcome See the difference between hearing and listening Improve the verbal skills of asking questions and communicating with power Identify what non-verbal communication is and how it can enhance interpersonal relationships Identify the skills needed in starting a conversation, moving a conversation along Recognize how the use of facts and emotions can help bring people to your side Identify ways of sharing…Find out more »
Conflict Strategies – which ones are most useful with your co-workers or customers?
Come and network with members from both Associations, get an overview of varied strategies of Workplace Conflict.
Being criticized is never fun. People in positions of authority, however, need to effectively deliver constructive criticism. Feedback that is not delivered well can cause dire results. Learn the basic characteristics of constructive criticism. Constructive Criticism Be specific: Focus on specific actions, and do not bring in personal perceptions. Address controllable professional issues: Do not bring up personal shortcomings or issues that the recipient cannot change. Provide criticism early: Do not allow problems to…Find out more »