COMMUNICATION SKILLS TRAINING PROGRAMS

Language and Grammar Skills (THE GRAMMAR GROUP)

Participants actually have fun while learning punctuation, spelling, and other grammar fundamentals. This workshop provides employees with all the practical grammar skills needed to work effectively and confidently in everyday business situations.

Business Writing Skills (THE GRAMMAR GROUP)

Participants learn a process of writing that begins with ways to organize one's thoughts. The process continues with eight other writing essentials which focus the writer's attention on his/her target audience, the letter's tone, ensuring a concise message, including complete facts, following a logical sequence, using correct voice (active or passive), sentence structure, and proofreading.

Presentation Skills

We call it Special Delivery. Participants call it amazing as they learn to overcome anxiety and consistently make effective presentations. Eight videotapings in two days, with expert feedback, help create positive behavioral changes, and for some, total transformations.

Resolving Conflicts in the Workplace

Conflicts at work are a fact of life. In this class we explore various causes of conflict that impede our ability to work with others. We address how to handle anger and criticism, and practice negotiating a resolution.

Speaking to be Understood and Listening to Understand

Communication is more than talking. It is making a connection,
so understanding can take place. In this course we work on making and maintaining that connection to improve our work and life effectiveness.

CUSTOMER SERVICE SKILLS TRAINING PROGRAMS

Delivering Quality Customer Service

Professional customer service is a key success factor for organizations of all sizes. All employees in internal or external customer service positions will benefit from this workshop which covers topics such as customer expectations, successful service techniques, handling customer complaints, and angry customers.

Enhancing Telephone Customer Service

The telephone is a critical business tool which is not always used properly and successfully. In this program, participants learn to professionally handle a variety of telephone situations in order to leave a positive image in the mind of the caller.

Managing for Service Excellence

Quality service requires more than smile training and product knowledge for employees. Supervisors and managers must establish and model standards of performance. This course provides direction in establishing standards and in empowering employees to best serve the customer.

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