3984 Evaluation courses

Duration 1 Days 6 CPD hours We?ve all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. This workshop will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. 1 - Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives 2 - Verbal Communication Skills Listening and Hearing: They Aren?t the Same Thing Asking Questions Communicating with Power 3 - Non-Verbal Communication Skills Body Language The Signals You Send to Others It?s Not What You Say, It?s How You Say It 4 - Making Small Talk and Moving Beyond The Four Levels of Conversation 5 - Moving the Conversation Along Asking for Examples Using Repetition Using Summary Questions Asking for Clarity and Completeness 6 - Remembering Names Creating a Powerful Introduction Using Mnemonics Uh-Oh?I?ve Forgotten Your Name 7 - Influencing Skills Seeing the Other Side Building a Bridge Giving In Without Giving Up 8 - Bringing People to Your Side A Dash of Emotion Plenty of Facts Bringing It All Together 9 - Sharing Your Opinion Using I-Messages Disagreeing Constructively Building Consensus 10 - Negotiation Basics Preparation Opening Bargaining Closing 11 - Making An Impact Creating a Powerful First Impression Assessing a Situation Being Zealous without Being Offensive 12 - Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations

Duration 1 Days 6 CPD hours This course is intended for This course is intended for individuals who want to become more confident and relaxed when speaking in front of an audience. Overview Upon successful completion of this course, students will become more confident and relaxed in front of an audience which will translate into a successful speaking event. In this course, students will learn some basic public speaking skills, including in-depth information on developing an engaging program and delivering their presentation with power. Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives Identifying Your Audience Performing a Needs Analysis Creating an Audience Profile Identifying Key Questions and Concerns Creating a Basic Outline Outlining the Situation Identifying the Task That Had to Be Performed Listing the Actions You Took Revealing the Results Organizing the Program Making Organization Easy Organizational Methods Classifying and Categorizing Fleshing It Out Identifying Appropriate Sources Establishing Credibility The Importance of Citations Putting It All Together Writing Your Presentation Adding a Plan B Reviewing, Editing, and Rewriting Being Prepared Checking Out the Venue Gathering Materials A 24 Hour Checklist Overcoming Nervousness A Visit from the Boss Preparing Mentally Physical Relaxation Techniques Appearing Confident in Front of the Crowd Delivering Your Speech (I) Starting Off on the Right Foot Using Visual Aids Checking the Volume of Your Voice Delivering Your Speech (II) Adjusting on the Fly Gauging Whether Breaks Are Required Wrapping Up and Winding Down Questions and Answers Ground Rules Answering Questions That Sound Like an Attack Dealing with Complex Questions Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations

Duration 1 Days 6 CPD hours This course is intended for In this course, students will learn how to establish routines, set goals, create an efficient environment, and use time-honored planning and organizational tools to use their time more effectively. Overview Upon successful completion of this course, students will take ownership of their time management in order to achieve their goals and lead a more productive life. In this course, students will learn how to establish routines, set goals, create an efficient environment, and use time-honored planning and organizational tools to use their time more effectively. Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives Setting SMART Goals The Three P's The SMART Way Prioritizing Your Goals Evaluating and Adapting The Power of Routines What is a Routine? Personal Routines Professional Routines Six Easy Ways to Simplify Your Life Scheduling Yourself The Simple Secret of Successful Time Management Developing a Tracking System Scheduling Appointments Scheduling Tasks Keeping Yourself on Top of Tasks The One-Minute Rule The Five-Minute Rule What To Do When You Feel Like You're Sinking Tackling New Tasks and Projects Why We Procrastinate Nine Ways to Overcome Procrastination Eat That Frog! Using Project Management Techniques The Triple Constraint Creating the Schedule Using a RACI Chart Creating a Workspace Setting Up the Physical Layout Ergonomics 101 Using Your Computer Efficiently Organizing Files and Folders Organizing Paper Files Organizing Electronic Files Scheduling Archive and Clean-Up Managing E-Mail Using E-mail Time Wisely Taking Action! Making the Most of Your E-mail Program Taking Time Back from Handheld Devices Tackling Procrastination Why We Procrastinate Nine Ways to Overcome Procrastination Eat That Frog Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations

Duration 1 Days 6 CPD hours This course is intended for This course is intended for individuals who desire to become more skilled at handling difficult customers. Overview Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers. In this course, students will gain a valuable skill set to deal with difficult customers in various situations. 1 - GETTING STARTED Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan 2 - THE RIGHT ATTITUDE STARTS WITH YOU Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Case Study 3 - INTERNAL STRESS MANAGEMENT Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Case Study 4 - EXTERNAL STRESS MANAGEMENT Office Furniture Not Ergonomically Sound High Noise Volume in the Office Rift with Co-Workers Demanding Supervisor Case Study 5 - TRANSACTIONAL ANALYSIS What is Transactional Analysis? Parent Adult Child Case Study 6 - WHY ARE SOME CUSTOMERS DIFFICULT? They Have Truly Had a Bad Experience and Want to Vent They Have Truly Had a Bad Experience and Want Someone to be Held Accountable They Have Truly Had a Bad Experience and Want Resolution They Are Generally Unhappy Case Study 7 - DEALING WITH THE CUSTOMER OVER THE PHONE Listen to the Customer?s Complaint Build Rapport Do Not Respond with Negative Words or Emotion Offer a Verbal Solution to Customer Case Study 8 - DEALING WITH THE CUSTOMER IN PERSON Listen to the Customer?s Complaint Build Rapport Responding with Positive Words and Body Language Besides Words, What to Look For? Case Study 9 - SENSITIVITY IN DEALING WITH CUSTOMERS Who are Angry Who Are Rude With Different Cultural Values Who Cannot Be Satisfied Case Study 10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please Customer Case Study 11 - CUSTOMER ONCE YOU HAVE ADDRESSED THEIR COMPLAINT Call the Customer Send the Customer an Email Mail the Customer a Small Token Handwritten or Typed Letter Case Study 12 - WRAPPING UP Words From The Wise Review Of The Parking Lot Lessons Learned Recommended Reading Completion Of Action Plans And Evaluations