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: • • • • • Defining Success Types of Teams The First Stage of Team Development Forming The Second Stage of Team Development Storming Team Building Activities • • • • • 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: • • • • • Aspects of Phone Etiquette Using Proper Phone Language Eliminate Phone Distractions Inbound Calls Outbound Calls • • • • • Handling Rude or Angry Callers Handling Interoffice Calls Handling Voicemail Messages Methods of Training Employees Correcting Poor Telephone Etiquette