Live Online and In-Person Workshops Now Available.

Set your managers up for success in the COVID era with online workshops or in-person training beginning August 5, 2020.

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This workshop can be taken as a stand-alone workshop or as part of the Critical Leadership Series. Silence isn't always golden. As uncomfortable as some conversations are, keeping your silence won't resolve the issue and may in fact add to it. No matter which side of the table you find yourself in a "hard to have" talk, you can learn to manage the conversation. In the workshop you'll learn how to recognize when a conversation becomes critical, how to plan effectively for the conversation and which communications strategies can help you create a win/win outcome. Learning Objectives Recognize when a conversation becomes "critical" Plan effectively for the difficult conversation Identify steps to follow during the critical conversation Demonstrate communication skills which master those difficult conversations and result in win/win outcomes Prepare for having your critical conversation; build a script during the session using the 6-Step Model Who Should Attend Experienced Supervisors Managers Team Leads Group discount:  Enter code CC110620 when registering 3 or more attendees to receive a 15% discount. When Friday, November 6, 2020 9:00 AM - 12:00 PM Where King of Prussia, PA 234 Mall Blvd. Suite G-50 King of Prussia, Pennsylvania 19406 Fee includes all training materials & morning beverage. Read More

Individuals build the skills required to deliver excellent customer service and build customer loyalty.   This course bundle includes the following bite sized mobile ready courses:   Building Customer Rapport Build your skills to perform essential customer rapport building actions   Listening to Your Customers Learn how to effectively listen to your customers to meet their individual needs   Developing Your Customer Focus Identify the actions you will take to strengthen customer loyalty   Customer Service Over the Phone Implement the requirements to delivering great customer service over the phone   Internal Customer Service Create a plan for how you will deliver great customer service   Serving Customers in the Field Discover what is required to positively serve your customers in the field   Customer Service Confrontation and Conflict Learn how to effectively manage difficult customer situations   Additional Courses These courses are part of the Customer Service Learning Track. If you’d like to add to your development experience, consider selecting additional titles from this Learning Track:   Customer Service Basics   Customer Service Management Read More

Managers strengthen their skills to build great teamwork among their employees and team.   This course bundle includes the following bite sized mobile ready courses:   Shaping the Direction of Customer Service Determine what you will do to help direct the company’s customer service strategy   Inspiring and Motivating Customer Service Agents Learn how to inspire and motivate your customer service team   Giving Feedback to Your Customer Service Agents Customer Service agents receive feedback on their performance   Customer Service Coaching Provide the right level of coaching to your customer service agents   Customer Service Quality Implement the key elements of quality service with your team   Customer Feedback and Insight Find out from your customers what you and your team can do differently   Onboarding New Customer Service Agents Help new hires be successful in the first few weeks of their new role   Managing Remote Customer Service Teams Determine what is required to successfully manage a remote customer service team     Additional Courses These courses are part of the Customer Service Learning Track. If you’d like to add to your development experience, consider selecting additional titles from this Learning Track:   Customer Service Basics   Customer Service Management Read More

Delegating Work Managers develop their skills to effectively and successfully delegate work to others. This course bundle includes the following bite sized mobile ready courses: Delegating to Others Determine what you can delegate to others to be more effective in your role   Delegating with Clear Expectations Establish clear agreements regarding what will be done when delegating to employees   Getting Buy-In When Delegating Increase buy-in for your requests when delegating to others   When Agreements are Broken Effectively confront others when agreements are broken   Leadership through Delegation Strengthen your leadership capabilities through delegation   Additional Courses These courses are part of the Management Communication Skills Learning Track. If you’d like to add to your development experience, consider selecting additional titles from this Learning Track: Communication Skills for Managers   Building Trust and Respect   Delegating Work Read More

After completing this Design Thinking course, you'll be able to:   Explain the benefits of Design Thinking Identify current trends in Design Thinking Read More

Developing and Coaching Employees Managers develop their skills to coach and develop their employees to become more capable and high performing individuals. This course bundle includes the following bite sized mobile ready courses: Support Your Team for Performance Determine how to support your team so they can perform at their best   Giving Employee Feedback Employees receive feedback on their job performance   Building Employee Skills Top two actions your employees can do to improve their capabilities and contribute to organization   Skill Development Plan Create a skill development plan with your employee   Coaching After Mistakes Use a coaching process after employees make mistakes or miss their performance goals   Energizing Work Identify what work is energizing to your employees   Support Employee Development Identify actions you can take to support each person’s development   Improve the Feedback You Give Others Improve the feedback employees receive on their performance   Additional Courses These courses are part of the Developing and Rewarding Others Learning Track. If you’d like to add to your development experience, consider selecting additional titles from this Learning Track: Developing and Coaching Employees   Giving Great Feedback   Discussing Total Compensation Read More

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