6312 Objective courses

Negotiation is necessary when a buyer and seller can't agree. Understand the two strategies to negotiate and how to use a variety of techniques to increase your personal negotiating power. We will unpack each step of the negotiation process and guide you through all you need to know to master any negotiation. Learning Objectives Define key negotiation concepts, Explain how negotiations may be used to resolve conflict, Identify opportunities for negotiation, Apply two win-win negotiation strategies 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

Implement areas that could use improvement, based on your service assessment. Courteous behavior determines how customers perceive the quality of your goods and services. Understand how to apply the customer care courtesy model that includes being right, ready, recommending solutions, and resolving problems. Discover how you can go beyond the basics of courtesy behaviors. Learning Objectives Complete a courtesy self-assessment, Explain the impact of courtesy on your bottom line, Implement a powerful Customer Care Courtesy Model Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Etiquette is a set of social behavioral requirements, created over time to give structure to the way to interpersonal rapport and manners are the core of etiquette. Discover the various behaviors involved in mastering manners and we will share the golden rule with you. Go above and beyond customer expectations by using the 6 F's. Learning Objectives Explain why rapport is important, Summarize the cost of poor etiquette, Apply Chart's customer care model, Exceed customer expectations by implementing the 6 F's Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

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

Pros of consensus-building are to gain widespread agreement with a group, but it's more time consuming that voting. There's no room for competitive positions trying to win over others in consensus. Agreement requires what's best for the team. Discover ways to navigate agreements and implement six steps for reaching team consensus. Learning Objectives Describe the conditions for successfully reaching consensus, Apply a quick-consensus model for urgent decisions, Implement six steps for reaching team consensus Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Ethics is the difference between what you have a right to do and what is right to do. Understand what is ethics and how it attempts to answer questions about how people should behave. How can you identify a potential ethical dilemma? Discover the 3 causes of unethical behaviors and how to handle them. Learning Objectives Explain the importance of ethics in business, Define ethical values, conduct, and dilemmas, Identify the three top causes of unethical business behavior 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

Trying to 'do it all' can lead to serious health challenges. Challenges of work-life balance include stereotypical gender roles and work environments that are slow to accommodate working families. We will show you ideas for balancing home and career effectively. Discover how to balance your time and quality of activity using the eight categories of a well-balanced life. Learning Objectives Summarize the challenges of work-life balance, Apply ten suggestions for balancing home and career Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the factors that contribute to poor performance include lack of understanding roles, responsibilities, and accountabilities. We will show you how to measure team performance by individual behavior, individual results to the team, team group dynamics and, team group results. Use the RASIC matrix system to bring clarity and structure to unclear team roles and responsibilities so that you can structure high-performance results. Learning Objectives Apply four ways to measure team performance, Implement the RASIC method for structuring high performance Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams