65661 Courses

Confirming a sale takes both nature-or common sense, and nurture-good technique. You will learn how to look for verbal and visual buying signals throughout. We will show you how getting to yes requires stacking building blocks of smaller yeses and how to always advance the sale to the next realistic step. Learning Objectives Explain the ABC's of getting to yes, Identify buying signals, Implement steps for getting to yes, Build a pyramid of yeses that lead to a confirmation Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Ethical problem-solving is everyone's responsibility. Understand the four common ethical business problems and how to handle them such as HR issues, conflicts of interest, improper use of company resources and customer confidence issues. Discover how to solve ethical problems and avoiding moral disasters. Understand the four stages of ethical problem solving and how to manage this. Learning Objectives Explain four common ethical business problems, Apply four stages to ethical problem solving, Define appropriate steps for whistleblowing Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Negotiation is a strategy for resolving differences. Discover what is required to collaborate, create win-win outcomes and when you should compromise. Understand the five levels of negotiations and how you can best be prepared for any negotiation. How can you use a variety of strategies to advance the conversation and follow the seven steps of effective negotiation? Learning Objectives Identify opportunities for negotiation, Explain the qualities of win-win negotiations, Prepare for a negotiation, Employ five negotiation strategies Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Call escalation is including others in facilitating the resolution of a customer request. It may take place in person, on the phone, or through electronic communication. We will show you four steps in handling customer issues and call escalation. Learning Objectives Explain when call escalation is appropriate, Apply CORE™ steps for effectively facilitating an escalated call Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

We will help you discover on-going strategies for promotability and looking for fast-track options. Understand the four stage of a career path and plan for career detours such as recessions, millennial competition and late retirements. Understand the value and importance of packaging yourself for promotion with a career portfolio. Learning Objectives Apply on-going strategies for becoming promotable, Build awareness of five possible career detours or paths, Package your skills for promotion Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the importance of an inclusive and supportive work environment where diverse perspectives are not only acknowledged but also valued and respected. This involves promoting empathy, understanding, and appreciation for the unique backgrounds, experiences, and viewpoints of team members. By embracing diversity, fostering open dialogue, and actively listening to the perspectives of others, the goal is to cultivate a workplace where differences are celebrated, collaboration thrives, and collective success is achieved. Learning Objectives The following are some of the key outcomes in this course: Understand where our differences come from: essential elements that make us different Identify different ways in which individuals make an impact and contribution in leading and in teams Apply an understanding of differences in how teams perform Target Audience Managers, Team Leaders, Young Professionals

Understand how to use trustworthiness and expertise to inspire belief with those people around you. Discover ways to build credibility and playing devil's advocate against your case. Understand how to restore lost credibility using tools such as apologizing, explaining and recovering with a plan. Learning Objectives Explain why credibility is the core of influence and its two dimensions, Apply seven ways to build credibility to increase your influence, Implement three steps to restore damaged credibility Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Peak job performance and maintaining a positive attitude starts with having a suitable service disposition and strong interpersonal skills. Maintaining a positive attitude takes work-focusing on what's right, looking for solutions to problems instead of complaining, and having a positive 'expectancy' that things will improve. Discover how to stay involved and healthy coping mechanisms that help keep us physically and mentally healthy. Discover why Integrity and honesty are the foundations of trust, the root of service. Apply strategies for cultivating exceptional customer service character every day. Learning Objectives Describe suitability requirements for being an effective service provider, Explain the personal benefits of maintaining a positive attitude, Apply 17 tools for maintaining a positive, professional attitude Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Experts could influence others as a result of an earned, not elected or appointed status. Understand the two approaches to gaining expertise and how to make good decisions quickly. Discover why you need both depth and breadth of knowledge in order to set an appropriate direction other will follow. Learning Objectives Explain the importance of expert status as a leader, Describe the behaviors of expertise, Assess your leadership expertise, Identify depth of knowledge categories Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand what is the difference between and employees' rights and responsibilities. Discover what is your circle of ethical influence and what responsibilities you need to demonstrate. We will unpack the various types of ethical responsibilities and why they are important. Learning Objectives Explain three employee rights, Describe your ethical 'Circle of Influence', Recognize your employee ethical responsibilities Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams