Training Catalog 2019 Training Catalog Jan 2019 | Page 72

Teamwork and Team Building
For most of us, teamwork is a part of everyday life. Whether it’s at home,
in the community, or at work, we are often expected to be a functional
part of a performing team. Having a strong team will benefit any
organization and will lead to more successes than not.
The Teamwork and Team Building workshop will encourage participants to
explore the different aspects of a team, as well as ways that they can
become a top-notch team performer. Your participants will be given the
details and concepts of what makes up a team, and what factors into
being a successful team and team member.
Course Outline:
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Defining Success
Types of Teams
The First Stage of Team Development
Forming
The Second Stage of Team
Development Storming
Team Building Activities
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The Third Stage of Team Development
Norming
The Fourth Stage of Team
Development Performing
Making the Most of Team Meetings
Solving Problems as a Team
0Encouraging Teamwork
Telephone Etiquette
Phone etiquette is a highly valuable tool to have in an
employee’s skill-set, and our Telephone Etiquette
workshop will help provide those skills. This course will
help your participants improve their phone skills which
will make them more confident, improve sales, and help
gain new customers while retaining your current clientele.
A more confident employee is also one that is happier,
and happier employees will produce happier customers.
Through our Telephone Etiquette workshop your participants
will learn the skills to increase productivity and improve performance. This will produce a positive
environment throughout your business and influence the organization as a whole. Recognizing the
different skills used between inbound and outbound calls along with knowledge on how to deal with
rude or angry callers makes this workshop a great investment.
Course Outline:
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Aspects of Phone Etiquette
Using Proper Phone Language
Eliminate Phone Distractions
Inbound Calls
Outbound Calls
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Handling Rude or Angry Callers
Handling Interoffice Calls
Handling Voicemail Messages
Methods of Training Employees
Correcting Poor Telephone Etiquette