Training that fills in the missing pieces to worker development

Transcription

1 Training that fills in the missing pieces to worker development Dealing With Difficult People The New Boss October Hotel Nikko presented by CSI:Guam Customer Service Initiative in association with

2 CSI:Guam Tuesday Oct. 6, 8am to Noon Hotel Nikko Tan Maria Room Some customer service is so poor that people feel like they ve been the victims of a crime by the time they leave the place of business. It s probably happened to you. Most customer service training goes in one ear and out the other, not stopping long enough to register with the student. You ve likely had training like that and you know it s true particularly true for younger workers. The old ways generate immediate tune-out. They don t want any part of it and they almost certainly won t use it. This drives managers up the wall because as service quality stays in the mediocre range, customers are attracted to competitors and profits are lost. So what can you do? You have to reach team members with new language that shows them how service works and how it relates to them. That s what you get with CSI:Guam. CSI is Customer Service Initiative and CSI:Guam is a completely different way of presenting service related issues to today s workers. We get their attention and initial buy-in, and THEN, once focused, we can deliver the information and tools to improve service person by person, department by department, issue by issue. It s not magic. It takes effort but the result is worth it. If you want to turn victims into victories, CSI:Guam can show the way. Just some of what you'll learn things customers want from us (and you re almost certainly not doing all of them). Where you fit into the service equation and why. Delivering great service is really about just one thing. Dissecting top notch service, step by step. How the customer really sees us (not what you think). Positive and negative language what are you saying and writing? Internal customers why they deserve even better treatment than the ones who give us money. Things to avoid when engaging with the customer. Why anything less than excellent service is so dangerous now. How to manage customer expectations. The absolute must-do actions for every organization or your customer service will fail. guamtraining.com This training is very beneficial. I've never had an instructor be so passionate and lively about a topic. It's life changing and will prepare you to be a successful individual. Tresha Pantorilla JP SuperStore Yes. Highly recommend. Cori Berking Dewitt Moving & Storage $119 each See discount for three or more total seats

3 Dealing With Difficult People Wednesday Oct. 7, 8am to Noon Hotel Nikko They re everywhere. The difficult people. And they happen without warning. The next one might be a customer. Or a vendor. Or someone on your staff. It s not a matter of if it will happen, but when. Knowing how to effectively deal with them while maintaining our composure is a valuable skill that will pay off over and over again, and we give you the tools to do this in Dealing With Difficult People. The key is being able to meet the challenge and turn the situation around in your favor, and our course, Dealing With Difficult People (DWDP), is set up to do just that. DWDP gives you and your team members effective tools to work through an encounter to solution, without losing your cool or self-respect. What we teach also helps maintain the relationship, whereas just winging it can easily lead to saying or doing the wrong thing and having the situation ramp up out of control, with your organization unnecessarily losing a customer, vendor, or team member. Dealing With Difficult People is powerful training that let your workers understand the nature of the situation and how to calm it down, then find a solution. Tired of difficult people creating misery for you and your team? Dealing With Difficult People brings relief. Just some of what you'll learn... The 11 roots of conflict and how to spot them. Two questions to answer before jumping into any situation. Why people don t do what you think they re supposed to do. Causes of difficult behavior. How to prevent problems before they happen. Reducing/eliminating stress. For the problems you can t prevent, how to deal with them. Developing an agreement framework. A proven 5-step process to resolving conflict. 10 types of people you ll encounter and how to deal with them. Managing anger ways to diffuse the heat that leads to confrontation both theirs and yours. guamtraining.com Yes Great training. Very interactive and informative. Nadine Valino Atkins Kroll Jerry Roberts made the training applicable to all aspects of life. Rowena Urbano Hotel Nikko Guam $119 each See discount for three or more total seats

4 The New Boss Thursday Oct. 8, 8am to Noon Hotel Nikko Tan Maria Room Making the transition from frontline worker to supervisor or boss can be exciting and fulfilling. So why is the failure rate so high? The promotion to the first stage of management is a big move and the feeling is, my career is on the rise Coworkers and friends congratulate you and it s definitely a motivating experience. Too often, however, the honeymoon period is short, and the new supervisor realizes that leading a group of former "equals" may not be as easy as initially believed. Questions that come up quickly... Will my past friendships with people help or hurt the new relationship? Can we still be friends? Will people see me as a leader and accept my instructions and critiques? Is anyone jealous over my promotion and may try to undermine my position? These are just a few of the issues at play when a worker accepts a promotion to management, walking out on Friday as everyone s buddy, and walking in Monday as their boss. It s not uncommon for a promising management career to be negatively impacted even stalled because of an unhappy experience right up front. Some new managers even become unnecessarily fearful of their position and making decisions. The New Boss is a fresh look at ways to make this period less stressful, offering tips and techniques to help any new supervisor be more successful. When experienced managers know what s in this course, they ll be wondering why they didn t have access to this information when they got started. Just some of what you'll learn... Common concerns about the transition from the frontline to supervisor. Understanding the feelings of former peers and how they see you now. How to frame the new position and re-establish team goals. Helping others to tap into the power of goal setting. How to handle resistance to your leadership. Developing a supervisory style. How to run faster, more efficient meetings. Understanding conflict. How to give effective feedback. What never to do when correcting a team member is necessary. Tips on surviving the initial challenges guamtraining.com He is easy to listen to and gives full attention to any questions you may have, regarding any topic of the course. Always encourages group discussions. Vanessa Naputi Triple J Auto Group Easy to understand, no matter what level of job you are in entry level to supervisor. Ligaya Villagomez Guam Power Authority $119 each See discount for three or more total seats

5 Workshops Oct. Hotel Nikko Tan Maria Room Your Workshop Leader Jerry Roberts Roberts has worked with over 10,000 adult learners in Guam s workplace over the past 15+ years. Concurrently, he served as the publisher of Directions magazine, becoming our region s leading voice for organizational improvement. He strives to make every workshop memorable and challenging, with no off-the-shelf experiences. We make it fun, interactive, and we get down to business. We want everyone to walk out with a clear picture of what to do, why to do it, and with a plan to make good things happen, he said. We welcome your team members to these trainings. continental breakfast included pastries, juice, coffee, tea, water. course material will be provided certificate of completion will be awarded (please write attendees names CAREFULLY IN BLOCK LETTERS on the application form) thanks. attendees should bring two pens/pencils (just in case) Tan Maria room is downstairs from the Hotel Nikko main entrance. Please look for signs that will direct attendees. Workshops begin at 8:00 a.m. Doors to the function room will be open at 7:30. Payment issues: 1. We will accept checks or government purchase orders at the door. Please, no cash. All other types of payments should be made prior to the day of training. This can be done with PayPal or credit card. 2. If not paying by PayPal or credit card, attendee(s) must bring their check or purchase order with them on the day of training. We cannot admit anyone without payment.

6 Registration Workshops Oct. Hotel Nikko Tan Maria Room ORGANIZATION: NAME: TEL# FAX # CELL# MAILING ADDRESS: VILLAGE: ZIP CODE: ADDRESS: NAME OF PARTICIPANT (please attach additional sheets as necessary) CSI CUSTOMER SERVICE INITIATIVE $119 DEALING WITH DIFFICULT PEOPLE $119 THE NEW BOSS $119 Need help? Call Guam Contractors Association at When finished please fax to or scan and to: gca@teleguam.net Subject line: Registration Choose payment method (please check one): Easy Payment Calculator A. 1 or 2 total attendee(s) during three days of workshops. Total: person(s) at $ each = $ B. 3 or more total attendees during the series. Total: persons at $ each = $ Total value of registrations = [ ] Check payable to Guam Training [ ] PayPal $ [ ] Credit Card (Visa, MC, Amex) [ ] Government purchase order, net 30 days Authorization: I am authorized to purchase seats in the described workshops for my organization in the amount listed above. Cancellations: Registrations cancelled 14 days or more before the event will be refunded and processed in the same way your registration payment was made, less a $25 processing fee per cancelled seat. Within 14 days of the event date, tickets may be transferred to substitute participants or banked for future training events. The applicant/organization agrees that this is a binding contract and that all no-shows will receive credit for eligible future events, less that $25 processing fee per each no show. All seats must be paid for in advance of or on the day of training, or purchase orders provided. Print Name Signature Date