Training Catalog 2019 Training Catalog Jan 2019 - Page 43

Goal Setting and Getting Things Done Goal Setting is one of the most basic and essential skills someone can develop. We touch on goal characteristics, time management, and what to do when setbacks occur. This workshop will provide the knowledge and skills your participants need to complete more tasks, and get things done. Our Goal Setting and Getting Things Done workshop will cover strategies to help your participants deal with distractions and overcome procrastination. These skills will translate into increased satisfaction in their professional and personal lives. Your participants will learn the Goal Setting characteristics of successful people and in turn will become happier and more productive individuals. Course Outline: • • • • • Overcoming Procrastination Four P’s of Goals Setting Improving Motivation Wise Time Management Tips for Completing Tasks • • • • Increase Your Productivity To Do List Characteristics SMART Goals Mistakes Will Happen Handling a Difficult Customer Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language. By utilizing our Handling a Difficult Customer workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in- person and over the phone techniques, addressing complaints, and generating return business. Course Outline: • • • • • • The Right Attitude Starts with You Internal Stress Management External Stress Management Transactional Analysis Why are Some Customers Difficult? Dealing with the Customer Over the Phone • • • • Dealing with the Customer In Person Sensitivity in Dealing with Customers Scenarios of Dealing with a Difficult Customer Following up With a Customer Once You Have Addressed Their Complaint