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Most of us spend nearly all of our working hours communicating with others; yet we’ve never
formally learned the art of professional communication. These skills are at the heart of productivity,
credibility, relationships, and personal satisfaction. This workshop is essential for all professionals.
In this workshop, we will explore the foundation of professional communication skills in the
workplace. You’ll learn how you can enhance your skills to benefit you and your organization.
Even when you don’t say a word, your facial expressions, body language, appearance, and other
signals send messages to others. In this workshop, you will assess your strengths and areas to
improve in communicating with others and practice specific tips to enhance your body language,
tone of voice, and word choice.
Every day we are bombarded with thousands of messages. We may hear a lot of them, but often
we forget to listen to the most important. In this workshop, we will identify how to decipher what’s
important to listen to and what isn’t, what gets in the way of us listening effectively, and ways to
improve our listening skills using a six-step model.
Emails have proved to be an efficient way to communicate with coworkers, clients, and customers.
However, this form of communication isn’t always effective. In this workshop, we will address when
it is appropriate to use emails and when we should use other forms of communication, how to
create emails that communicate efficiently AND effectively, and how to avoid fueling the fires of
“flaming” emails.
Giving presentations is ranked the number one dreaded task assigned in the workplace today.
Standing before your boss or your peers and being evaluated can be paralyzing. However, if done
well, it can be the stepping stone to greater things. In this workshop, we create a safe environment
for you to build your presentation skills. We will recognize your presentation strengths and identify
specific areas you want to develop. We’ll review tips to help you understand your audience and
their needs. We will look at ways you can organize your presentation and develop your visual aids
so they enhance your message. We will also practice using your voice and body language to
increase your credibility. Finally, we will tackle the art of audience involvement and answering
questions.
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Quality customer service is the foundation of successful businesses. Yet studies show that most
customers leave a business due to “indifference” on the part of employees. All employees play a
critical role in keeping loyal customers. Participants will learn valuable interpersonal communication
skills that will enable them to exceed customer expectations and develop stronger relationships
with internal and external customers. This workshop focuses on recognizing and meeting the task
and human needs of all interactions, the art of asking questions and delivering information clearly.
Many organizations and business primarily communicate with their customers over the telephone.
Learning how to deliver quality service over the telephone is critical to their survival. In this
workshop, you will learn essential skills for greetings, transferring, using hold, closing the
conversation, taking messages, identifying needs, and delivering bad news.
Ever had one of those days when you felt EVERYONE was complaining to you? Learning to
successfully deal with complaints is a valuable skill for any professional. In this workshop, you will
look at specific steps you can use to address customer complaints. You will assess your current
skills in dealing with angry customers; understand and rehearse a six-step model to turn lemons
into lemonade; and practice specific problem-solving skills.
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Today’s managers have to wear many hats. Juggling the multiple and often changing
responsibilities of being a manager can be challenging and rewarding. In this workshop, managers
will identify their strengths and areas to improve, discuss the characteristics of effective and
ineffective managers, and practice using management skills for various workplace situations.
Giving feedback to others feels risky. Yet giving quality feedback is an important skill for improving
efficiencies, motivating others, and building relationships. In this workshop, you will identify the
value of coaching, outline the difference between positive feedback and feedback for improvement,
and practice a coaching model.
Studies have shown that many managers spend 40 - 60 percent of their time in meetings. Meetings
can be an effective way to share information, solve problems, generate new ideas, develop new
products and services, and build relationships. During the workshop, you will learn how to
implement successful meetings, what it takes to create a powerful agenda, how to be a successful
facilitator, and how to maximize the involvement of participants.
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Conflicts at work happen for a variety of reasons. In this workshop, you will complete the Thomas-
Kilmann Conflict mode instrument to help determine your preferred method for dealing with
conflict. You’ll then identify the various causes of conflict and learn and practice five strategies for
dealing with workplace conflict.
Myers-Briggs Type Indicator (MBTI) is the most widely used psychological instrument in the world.
MBTI helps individuals understand their preferred style for taking in information and making
decisions. All interested participants will complete the MBTI instrument prior to the workshop.
During this workshop, you will review the purpose and benefits of the MBTI, examine the various
preferences, identify your preferred style, and increase your awareness of how different styles
affect common workplace issues such as conflict, team building, communication, and goal setting.
Creative problem solving and new ideas are at the cornerstone of successful individuals and
organizations. In this workshop, you will identify the benefits and barriers to creativity, practice
tools to tap your creativity, understand how to foster an environment that supports creativity, learn
to maximize the creative capacity of others, and outline steps to present creative ideas at work.
Change is unsettling for some. Constant for others. And everywhere for most of us. We can’t
escape it, nor should we want to. Change can bring growth, new ideas, and energy. By learning to
welcome change and manage the transitions, you will become more skillful, satisfied, and less
stressed. During this workshop, you will discuss the changes you are experiencing and the impact
on you, learn the truth versus the myth about change, review the four stages of change, uncover
resistance, and determine how you and others can get the most out of change.
Do you find yourself rushing to do it all, only to find yourself drained and dissatisfied? Do you feel
tied to your calendar? Does your To Do list get longer and longer? In this workshop, you will focus
on practical and rewarding techniques to help you be more efficient AND satisfied. You’ll get more
done and also have time for you! During the workshop, you will discuss common time wasters and
stressors in your life (telephones, paperwork, email, procrastination, perfectionism) and discover
strategies for more effective self-management.
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