This workshop is aimed at those who are in the customer service field and want to improve their knowledge of customer services. Discussions include what it means to have a service culture in an organization, customer service skills that include organization, communication, and personal motivation.
Mastering Leadership & Management skills
Learn how to manage and lead effectively, even if some of the staff are against you or the project you are doing. Discussions include conflict management, motivating staff and how to confront bad behavior.
Understand stress in the workplace both in terms of organizational and personal costs. Discussions include stress management definitions, techniques, the chemistry and stress audits. Participants will have the skills to avoid key pitfalls of burnout through the implementation of stress management techniques.
Report Writing Skills
When you are a manager at any level in business, government, or industry, you cannot avoid writing reports. You will be able to define the key concepts associated with writing reports. Participants will learn how to prepare reports and proposals that inform, persuade, and provide information in a clear and simple way.
Assertiveness skills form the foundation for self-awareness and better relationships with others in life and more importantly in the workplace. Discussions will include the Johari window, emotional intelligence, dealing with criticism, confrontation, anger, and negativity effectively and positively.