Training Modules

COURSE PROGRAMS 2018

Behavioural Styles

Program
(Description)

This program is designed to help trainees learn to adopt DISC & VAK into their daily lives.

Objectives
(intended learning outcomes)

Proficiencies & Adoption
Now that the trainees have been introduced to learning and behavioural styles, DISC & VAK, this program is about adopting them in the work place, internally and with customers. Being able to identify the learning and behavioural styles in others and then adjust their style to improve communication.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

3 classroom hours

EofCS: #4 LtoI

Program
(Description)

Perception Points – An Introduction

Objectives
(intended learning outcomes)

Define what a perception point is.
Identify perception points within the organization.
Identify service level problems at specific points within your organization.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,668 pp

Instructional Hours

6 classroom hours

12 Building Blocks of Customer Service – Creating influential customer service

Program
(Description)

Trainees will be able to identify, measure, set, change and implement customer service into daily tasks and routines in the work place.

Objectives
(intended learning outcomes)

The trainees will now learn how to apply their Customer Service knowledge into the day to day operations of the business.
Work flows, job descriptions and organizational charts will be reviewed and then modified accordingly by the employees to adjust Customer Service standards they want to achieve in the business on a day to day basis.
Work flows and job descriptions will also be adjusted so that customer service levels can be bench marked, measured and improved upon by all employees.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$3,000 pp

Instructional Hours

15 classroom hours

The Psychology of Selling

Program
(Description)

Trainees will understand the psychology of selling, what motivates people. They will also learn what conversion rates are, with regards to marketing, and how to influence them.
Developing a marketing plan

Objectives
(intended learning outcomes)

Understanding what motivates someone to buy
Reviewing current pricing and understanding marketing fundamentals in pricing strategy.
Leveraging customer service in marketing and pricing strategy to attract and retain the correct prospects.
Understanding, client acquisition cost, lifetime value of a client and current conversion rates.
Where is the business losing prospects and what to do about it

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$2,000 pp

Instructional Hours

9 classroom hours

Emotional Intelligence 1.0

Program
(Description)

  • What is Emotional Intelligence
  • Explore the affect of EI in the work place
  • Impact of Stress and Job Satisfaction
  • Emotions vs: Moods

Objectives
(intended learning outcomes)

Develop insights and skills for dealing with issues among both individuals and groups.
Building trust and awareness.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

4 classroom hours

Behavioural Styles 1.0

Program
(Description)

  • Introduction to DISC & VAK
  • Personality profiling what is it
  • Which One are We and What to do About it
  • VAK Modalities of communication and learning

Objectives
(intended learning outcomes)

Helps you to understand and adapt Your behavioral style to that of others Learn. Trainees will learn how to Build Rapport and improve communication skills.
Understand the 4 primary human communication behaviors.
Self identification.
How to identify others and communicate more effectively
Helping to form relationships and better communication amongst others.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

4 classroom hours

5 Elements of Customer Service – An Introduction

Program
(Description)

This is a high level overview of each of the 5 Elements of Customer Service, providing the context for the detailed programs that follow.

Objectives
(intended learning outcomes)

Each trainee will learn the 5 Key Elements of Customer Service, their detail & why they are significant to building a strong customer service foundation in an organization.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

4 classroom hours

12 Building Blocks of Customer Service – An overview

Program
(Description)

Overview of the 12 Building Blocks of Customer Service

Objectives
(intended learning outcomes)

Each trainee will learn the 12 Building Blocks of Customer Service & why they are important. This is a high level overview of each block, providing the foundation for the detailed programs that follow.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$665 pp

Instructional Hours

3 classroom hours

5 Element of Customer Service – #4 Learn to Improve

Program
(Description)

Defining of The 6 Levels of Customer Service – overview

Objectives
(intended learning outcomes)

Each trainee will learn the 6 Levels of Customer Service & why they are important. This is a high level overview of each element, providing the foundation for the detailed programs that follow.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$667 pp

Instructional Hours

3 classroom hours

The 6 Levels of Customer Service – awareness

Program
(Description)

Create awareness with employees on the various levels of customer service. Help them understand what customer service actually could be versus their day to day experiences.

Objectives
(intended learning outcomes)

Identify existing customer service levels with your organization and attempt to quantify them.
Look at competition and attempt to quantify their service levels.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

4 classroom hours

The 6 Levels of Customer Service – early implementation

Program
(Description)

The trainees will learn to define and identify the various levels of customer service, both within and outside their organization.

Objectives
(intended learning outcomes)

The trainees will learn to define and identify the various levels of customer service, as they experience customer service within their organization and as they interact with businesses on a day to day basis on a personal level learning to identify and adopt positive customer service behaviours.
Attempt to set customer service level standards and targets.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,750 pp

Instructional Hours

6 classroom hours

The 6 Levels of Customer Service – benchmarking

Program
(Description)

Trainees will start to understand what it means to benchmark performance within an organization.

Objectives
(intended learning outcomes)

With a working knowledge of customer service levels, the trainees will begin to review the internal benchmarks they have set. They will also be able to more accurately start to review and Benchmark the competition.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

3 classroom hours

5 Element of Customer Service – #4 Learn to Improve

Program
(Description)

Perception Points – Introduction

Objectives
(intended learning outcomes)

Define what a perception point is.
Identify perception points within the organization.
Identify service level problems at specific points within your organization.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,668 pp

Instructional Hours

6 classroom hours

Promoting Team Effectiveness 1.0

Program
(Description)

This is an introduction to Team Effectiveness. This is introductory training where the employees will learn and understand the importance of team dynamics.

Objectives
(intended learning outcomes)

This is a high level overview of Team Effectiveness. It will help the trainees begin to understand how team purpose, roles, goals, plans, objectives are connected with each other and to the organizational chart and job function. Laying the ground work for increased understanding of job performance expectation and job satisfaction.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

4 classroom hours

The Four Actions of Discipline for Execution 1.0 Introduction

Program
(Description)

This is an introduction to “The Four Actions of Discipline for Execution”. This is introductory module where the employees will learn the definitions of The Disciplines of Execution.

Objectives
(intended learning outcomes)

This is a high level overview of “The Four Actions of Discipline for Execution”. Each trainee will learn the 4 Disciplines of Execution, their definitions and how they impact an organization. The trainees will begin to understand and how their roles in the organization are connected to each of the 4 Disciplines.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,000 pp

Instructional Hours

4 classroom hours

5 EofCS: #4 LtoI

Program
(Description)

Define 6 Levels CS – Overview

Objectives
(intended learning outcomes)

Each trainee will learn the 6 Levels of Customer Service & why they are important. This is a high level overview of each element, providing the foundation for the detailed programs that follow.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$667 pp

Instructional Hours

3 classroom hours

5 EofCS: #4 LtoI

Program
(Description)

Perception Points – An Introduction

Objectives
(intended learning outcomes)

Define what a perception point is.
Identify perception points within the organization.
Identify service level problems at specific points within your organization.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,668 pp

Instructional Hours

6 classroom hours

Tug of War – Push Me Pull You

Program
(Description)

Communication: Teach the fundamentals of communication and communication styles.

Objectives
(intended learning outcomes)

Improved communication. Improved communication starts first with each individual understanding how they prefer to communicate. Step two is to teach the 8 communication styles. Step three is to understand how the team members communicate, to appreciate where they are coming from, and their style of communication.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

Who’s The Brain

Program
(Description)

Take individuals from hearing – to listening – to doing!

Objectives
(intended learning outcomes)

Provide techniques and create awareness on effective listening. Eliminate miscommunication by eliminating “filling in the blanks” when talking with others.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

All for One and One for All

Program
(Description)

Improve communication under pressure. Explore, find and learn new ways to communicate under pressure!

Objectives
(intended learning outcomes)

Learn and discover the unique values that others bring to the table and to relationships. The participants will learn their unique leadership values and demonstrate their commitment to the team.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

Silent Communication

Program
(Description)

We forget how easy it is to tell someone to do a task or what our body language is projecting

Objectives
(intended learning outcomes)

Each participant will learn the effect of body language in communication. Help your team become aware of the difference between “underlining” body language vs. “messaging” body language.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

Think Inside the Box

Program
(Description)

Learn to think outside the box and learn to be adaptable. This program challenges you to work through a series of tasks while emphasizing how you problem solve with plan development, problems solving, and adaptability.

Objectives
(intended learning outcomes)

The participants will learn what it means to think outside the box, in the workplace and at home. They will also learn when and where outside the box thinking will be effective and appreciated. More importantly, they will learn how to apply this knowledge and skill to improve their effectiveness in the workplace.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

Leadership is the Action

Program
(Description)

This program will help individuals to find the leader within, to set a clear vision and to guide their ideas through communication, deliverance and implementation.

Objectives
(intended learning outcomes)

Increase employee performance an productivity through improves problem solving techniques. These skills will also help participants reduce conflict in their workplace while increasing collaboration.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

Leadership Billiards – The Leader Within

Program
(Description)

This program is designed to help employees understand and fit into this new world and become comfortable working in this new environment and develop the much needed skills to manage and deal with more change.

Objectives
(intended learning outcomes)

Understanding and embracing change! Change is happening all around us and everything is changing faster and faster. Businesses are no longer creating 10-15 year business plans; they are creating 1-3 year plans with a look at year 5.

Participants will learn to understand the rate of change, how the rate of change has changed over the last 75 years and the impact it is going to have on them, their work careers, and their relationships.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

Leadership – Common Sense 101

Program
(Description)

A major part of effective communication is understanding who you are communicating with. This program examines the many changes in the workplace and its people to improve the participants’ understanding of those they work with.

Objectives
(intended learning outcomes)

The workplace of 2020 and the impact on employees of all ages while feeling comfortable working and communicating effectively in this new and changing workplace.

Each participant will leave this program with a clear definition of common sense, what it means today, what it  used to be and how to modify their language and expectations in an ever-changing workplace.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours

Trust

Program
(Description)

Trust creates innovation, collaboration, creative thinking and increases productivity. This program is about understanding and fostering trust in relationships that matter.

Objectives
(intended learning outcomes)

Participants will learn to trust, learn what trust is and isn’t. The participants will become more effective employees and more reliable through understanding trust and becoming more trustworthy in themselves and in others. They will then learn how capable they are of trust and will develop skills and knowledge that improves their ability to trust other in the workplace and at home.

Delivery method of instruction

Classroom: Facilitator Lead

Program Level(s)

$1,450 pp

Instructional Hours

4 classroom hours