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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

Rising Strong and Daring Greatly at Work Daring leaders are self-aware, know how to have hard conversations, hold themselves and others accountable, lead with empathy and connection, take smart risks that lead to innovation, reset quickly after disappointments and setbacks, and, give and receive feedback - especially when it's tough. Based on the research of Dr. Brené Brown, Dare to Lead™ is an empirically based courage-building program...what Brené refers to as a “skill-based playbook for leaders.” The most significant finding from her latest research is that courage is not an inherent quality (you either have it or you don’t) but rather it is a collection of four skill sets that are teachable, measurable, and observable. These skill sets are: Rumbling with Vulnerability: Facing risk, uncertainty, and emotional exposure with courage and clarity. Living into our Values: Identifying, operationalizing, and practicing the beliefs that we hold most important. BRAVING Trust: Creating or deepening connections in relationships and teams based on the seven elements of trust. Learning to Rise: Learning and growing from the failures, setbacks, and disappointments that are inevitable when we are brave with our lives. Through engaging group work, small group sharing, individual reflections, and facilitated discussion (all introduced by video teachings from Brené), you'll get this 'courage work' in your bones. Not only will it change how you work and lead, you'll become a better spouse, parent, and friend... you'll be more courageous in all areas of your life. Who is this for? Anyone wanting to bring more courage to the classroom, boardroom, or living room. It is applicable for informal and formal leaders at all levels: frontline leaders, mid-level managers, and executives. Educators, technologists, students, clergy, manufacturers, military veterans, first responders, human resource professionals, healthcare professionals, engineers, non-profit personnel, business owners, and entrepreneurs have all benefited from this course and you can too. Brené who? Or total Brené fan? This workshop is designed for both and everyone in between. This all sounds great, but isn't it a little soft? Minouche Shafik, Director, London School of Economics, says that "In the past, jobs were about muscles, now they are about brains, but in the future, they will be about the heart." Brawn and brains have lead us through the industrial and technical revolutions, but the next revolution will require leaders that are human-focused – leveraging diverse strengths, creating loyalty, and solving complex problems. Process optimization and technology can only take us so far – the next revolution is to begin to use our humanity to our advantage. "Leaders must invest a reasonable amount of time attending to fears and feelings or squander an unreasonable amount of time trying to manage ineffective and unproductive behavior." - Brené Brown The Dare to Lead™ curriculum lies within leadership competency content and many times it will count towards CEUs. Individuals who successfully complete the full 16-hour Dare to Lead program will receive a certificate of completion and are allowed to put a Dare to Lead™ Trained badge on their LinkedIn account. Brené Brown Brené is a research professor at the University of Houston where she holds the Huffington Foundation – Brené Brown Endowed Chair at The Graduate College of Social Work. She has spent the past two decades studying courage, vulnerability, shame, and empathy, and most recently completed a seven-year study on courageous leadership. She is the author of five #1 New York Times bestsellers: The Gifts of Imperfection, Daring Greatly, Rising Strong, Braving the Wilderness, and Dare to Lead, which also debuted at #1 on The Wall Street Journal and Publisher’s Weekly lists. Brene's Netflix Special - Call to Courage (April 2019) Brené's TED Talk - The Power of Vulnerability (June 2010) Facilitator Chris Cavalieri is a certified leadership coach (ICF-ACC) and was trained directly by Dr. Brené Brown to facilitate the Dare to Lead™ program (CDTLF). With more than 15 years of experience consulting within organizations and coaching leaders of emerging startups, nonprofits and transforming organizations, Chris leads powerful team-building processes for executives, teams, and boards and regularly facilitates creative retreats. Group discount:  Enter code DTL020520 when registering 3 or more attendees to receive a 15% discount. When Day 1: Wednesday, February 5, 2020 9:00 AM - 4:00 PM Day 2: Thursday, February 6, 2020 9:00 AM - 4:00 PM What's Included Light breakfast, lunch and snacks Official Dare to Lead™ workbook Upon completing the training, you will receive a "Dare to Lead™ Trained" certificate and digital LinkedIn credential. DTL Circle Back (Online Interactive) Webinar:  Thursday, March 5, 2020, 3:30 PM - 4:30 PM CEUs - We are currently paving the way for the Dare to Lead™ program to qualify as continuing education credits for other certifications (CME, CNE, PMP, ICF, SHRM), check with your accrediting bodies to see if this will apply. Where King of Prussia, PA 234 Mall Blvd. Suite G-50 King of Prussia, Pennsylvania 19406 Fee includes all training materials, morning beverages and lunch. Photography and content rights: By registering for this workshop, you grant MEA the right to use any photographs, material, or content for any legal use, including but not limited to, web and social media content, advertising, publicity, content, and future copyright purposes. I agree that no fees, royalties, or future compensation shall be payable. Only Dare to Lead Certified™ Facilitators are approved to facilitate this workshop at the permission of Dr. Brené Brown and BBREG (Brené Brown Research and Education Group). Brené Brown will not be facilitating this session. Only certified facilitators are authorized to issue Dare to Lead™ Trained completion certificates and LinkedIn badges to individuals that successfully complete the full training. 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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