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Effective communication skills give you the power to achieve success in your supervisory role, as well as in all of your relationships. Influencing others to accept change, creating rapport among work teams and handling difficult conversations require choosing the most productive strategy for keeping the conversation on track and the personalities involved in sync. This program provides you the opportunity to assess communication strengths and weaknesses and to learn a variety of practical, powerful communication strategies that can be applied immediately on the job, with peers, subordinates and supervisors.

Do you interact with several generations of internal and external customers? Have you noticed how the expectations of one generation differ from another? Do you have Baby Boomer customers who are upset by service providers who are fast, but fail to establish a warm relationship with them?

What is your impact on both internal and external customers? Would they recommend you to others? Achieving individual and company goals, developing highly effective teams and securing a competitive advantage all depend on good customer service. Yet, customer service policies are only as effective as the people who implement them

Successful course design in a short amount of time is a requirement in today’s fast-paced environment. It requires the training professionals to deliver high-quality, high-impact training; often with little budget and under severe time constraints. Understanding the needs of adult learners is the key to success in this process.

This program builds on what was learned in the fundamentals for designing the learning experience program and takes a deeper look at training and instruction.