"You will walk away with a new perspective and tools you can put to use in your workplace immediately. And I promise you will never look at icebergs the same way again!"
-Annick Pruett, IOM, Executive Director, Rifle Area Chamber of Commerce

"After attending each session, I felt positive, focused, energized and consequently more productive.
I am grateful both to her and my boss who encourage me to attend her sessions."

- Souri Jahanmir, Director of Finance, Council of Insurance Agents&Brokers

Individual Skills Development

CREATING A RESPECTFUL WORKPLACE: VALUING DIVERSITY

As our workforce is increasingly diverse, organizations must work to understand, accept, and optimize these differences. Valuing, nurturing and utilizing the unique talents and contributions of all individuals means greater creativity and a deeply enriched and strengthened organization, capable of greater innovation and capacity for change.

Outcomes:
This workshop will enable participants to create such advantages by:

  • Identifying unconscious values, biases, stereotypes and false assumptions
  • Enhancing sensitivity to issues of difference and the effects of prejudice
  • Respecting differences
  • Developing tolerance for individuality
  • Applying interpersonal skills to meet the needs of those who are different
  • Identifying strategies that contribute to valuing diversity in the workplace
  • Protect the organization from potential charges of harassment or discrimination

DELIVERING CREDIBILITY ON THE PHONE. CONVEYING A "CAN DO!" ATTITUDE

Do the people who answer your telephones sound happy to be at work? Do they convey a positive image of your organization? Or do they sound bored or tired on the telephone? Do your callers perceive them as rude or uninterested?
The people who answer the telephones in your organization can be image enhancers or image detractors, depending upon their vocal quality.

Outcomes:
After participating in this program, participants will convey courtesy on the line by:

  • Using proper telephone etiquette
  • Handling all calls with professionalism
  • Improving their voice and vocal quality
  • Eliminating rude and offensive telephone practices
  • Conveying the quality of “warmth”
  • Controlling their “emotional leakage”
  • Demonstrating greater sensitivity in dealing with callers of all types.

MAKING POWERFUL PRESENTATIONS

Do you freeze up when you have to make a presentation? Do people leave your presentations feeling inspired and motivated? Or do you struggle to maintain an audience's interest?

In today's rapidly-changing technological age, where people have become accustomed to being captivated, the need to communicate effectively is more essential than ever. The ability to sell ourselves and our ideas is paramount to our personal and professional success.

Outcomes:
After participating in this program, participants will:

  • Make organized, effective presentations appropriate to the audience
  • Master the verbal, vocal and visual elements of a presentation
  • Use audio-visual equipment with skill and ease
  • Channel nervous energy in a positive way
  • Maintain the audience's interest
  • Handle questions and answers comfortably

PROVIDING WORLD-CLASS CUSTOMER SERVICE

Is your organization losing customers due to poor customer service? Do your employees lack customer service skills?

Retaining a customer service orientation amidst rising consumerism, increased e-commerce and a growing regulatory environment means creating an organizational culture in which the customer is paramount.

Outcomes:
After this workshop, participants will:

  • Respect the uniqueness of each customer
  • Retain patience in dealing with challenging customers
  • Respond to difficult customer situations with professionalism
  • Convey a “can do!” attitude
  • Ensure win/win outcomes

“WHAT DID YOU SAY?” LISTENING FOR PEAK PERFORMANCE

How often have you given an instruction to an employee or a colleague only to find out that the person did not hear the message as you'd intended?

Being able to listen and understand one another more effectively improves productivity, improves the quality of service provided by your organization, and increases morale.

Outcomes:
fter participating in this program, participants will:

  • Minimize the “communications killers” that hamper effective listening
  • Recognize and control assumptions made during listening situations
  • Develop greater objectivity in listening
  • Utilize attending and reflecting skills
  • Enhance mutual understanding
  • Improve communications with others