Title

Description 

ONLINE COURSE + TELECLASS SEMINAR

52. Dealing with Conflicts

This TeleClass teaches managers and team leaders how to explore a conflict and get to the heart of the problem to correct it before it's too late. Suggested prerequisite is Fundamental Skills of Managing and Communicating. 

53. Understanding Behavioral Styles

This TeleClass provides insight into your DiSC^r behavioral style and explains how adjusting your style to fit different situations can enhance your personal effectiveness. Developing the ability to treat others the way they would like to be treated (Platinum Rule) increases your performance in sales, service, and management situations. It can also help to improve your relationships inside and outside of work. Successful business relationships often depend on "getting off on the right foot". Being able to quickly recognize a person's behavioral style and interact appropriately are critical to this process. Understanding Behavioral Styles shows you how to recognize different behavior patterns, and develop adaptive skills that increase your ability to communicate successfully with others. 

54. Achieving Communication Effectiveness

Learn effective communication techniques thereby opening the door to dialogue, negotiation, collaboration, and compromise. You will learn how to listen effectively (different than hearing), determine the appropriate listening style, and match your behavior to what you are saying. 

55. Professionalism in the Office

This TeleClass will teach the skills needed to be more professional on the job. This self-study will emphasize the positive results when an employee possesses courtesy, work organization, time management skills, effective interpersonal communication skills, knowledge of the organizational culture, and flexibility for change. 

56. Diversity Awareness

This TeleClass will assist in understanding, recognizing and appreciating that cultural diversity means being different from others and learning how to celebrate those differences once they are identified. This TeleClass will show how to interact with different kinds of people--a source of enrichment, which can bring a wealth of benefits to every organization. 

57. Performance Excellence Planning

This TeleClass will assist in assessing capabilities, expectations, and aspirations and in changing work responsibilities. Goals will be set to create an action plan to monitor progress to insure achievement, both personally and professionally. 

58. Understanding and Using Financial Data

This TeleClass addresses the meaning and importance of financial statements, financial terms, and ratios, analyzing an organization’s financial condition, investments, and increasing professional effectiveness. 

59. Manage Yourself and Your Time 

(NOT about day timers)

No time for a Time Management course? This TeleClass begins as a self-paced, self-directed personalized learning program that allows the learner to focus on the modules that are most important to them. Through the convenience of computer-based training, a learner will analyze their current time management habits in 12 key areas (attitudes, goals, priorities, analyzing, planning, scheduling, interruptions, meetings, paperwork, delegation, procrastination, and time teamwork). Specific experiential strategies to improve their time management performance in 12 critical areas are taught. 

60. Delivering Customer Focused Service

Learners analyze the skills and strategies they use every day in their jobs to identify the techniques that they do very well and to develop ways for them to do their job better. Participants will learn guidelines including understanding their role as a professional; the essential skills of communication: listening, questioning, verifying, explaining; and a four-step customer service model. 

61. Dealing with Difficult Customer Situations

Customer service representatives are provided techniques for dealing with difficult customer situations. There are many frustrations inherent in the job. During this training, students will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned. 

62. Initiating an Outbound Call

In this TeleClass, participants will learn how to persuade the person they’re calling to spend a few minutes talking to them so that they increase their chances of finding ways in which your organizations’ products or services will benefit the customer. 

63. Making Customer Recommenda-tions

The recommendation begins where the discovery leaves off—with a clear consensus about the customer objectives. Representatives are not selling products and services, they’re selling "solutions" that can help the customer reach his or her objectives. 

64. Negotiating About Money

During this TeleClass, customer representatives will learn the foundations for selling interactions in which money does not become a bone of contention. They will learn the important steps in "selling as a service process". ($50)

65. Completing the Customer Agreement

Learn how to build a chain of agreements with the customer. By the end of the recommendation process, the representative and the customer have agreed that the products or services they’re proposing will provide customer benefits by helping achieve those objectives. 

66. The Incoming Sales and Service Call

In this TeleClass, students will learn what can be done to help make sure the conversation and the relationship with the customer get off to a positive start. They will also learn how they can make the transition from taking an order or providing a service to a sales conversation. 

67. Coaching the Consultative Sales Process

Sales management professionals will learn to develop an understanding of sales coaching, including planning the coaching call, making the coaching call, and providing feedback after the call. Primarily for those managing the sales process--either in the field or over the telephone. 

68. Managing Sales Obstacles

Sales professionals learn to develop an understanding of sales obstacles, the ability to organize effective responses, and the ability to apply key strategies to improve overall management of sales obstacles. 

70. Planning Effective Sales Calls

You will develop an understanding of how to effectively plan for sales calls. Specifically, this TeleClass will address how to profile customers, plan calls, and conduct post-call analysis. 

71. Sharpening Your Active Listening Skills

Develop your sales peoples’ active listening skills. This TeleClass will help in their ability to understand the speaker’s message, what the speaker’s statements means, and understand the reasons behind the message. 

72. Value-Added Selling

This TeleClass develops an understanding of how to effectively add value to sales. It will address how to establish rapport and trust, methods for presenting value, and value-added services to close the sale.