Customer Service Professionals Day!

Transcription

1 Customer Service / HR Customer Service Celebrate Customer Service Professionals Day! What is it that customers really want? Quick response? Instant information? Friendly dialog? All the above, and more! When customers are pleased, they re likely to spend about 10% more on your product or service AND come back to spend more. What are the right questions to ask? How well do you know your customers? How do body language, tone of voice, and small gestures retain customers? How do I manage my time and customer-base in a fastpaced service environment? Who Should Attend: Service professionals, administrative assistants, sales professionals, real estate agents, leaders, and champions that want to develop and enhance their service skills and attitudes that help them AND the organization advance, retain customers, and improve profits. Friday, October 5, 8:30 am 3:00 pm (lunch included) Held at the LFCC Middletown Campus Corron Community Development Center REGISTER TODAY! Customer Service Recovery: What To Do When Things Go Wrong When customers complain they offer us insight into their expectations and desires. Without this dialog, we are left in the dark to try and figure out what will win our customer s loyalty. Dealing with conflict is never pleasant, but it is necessary. In this workshop, you will learn to: Embrace complaints as ways to re-engage customers; Empower your front line staff to effectively deal with difficult situations, Learn to say no in a respectful, but authoritative manner; and recognize complaint management as a critical element of your business strategy. When you make your company a complaint-friendly organization, you not only improve the relationship with your external customers, you also gain a more satisfied, loyal and productive workforce. Oct 17 W 12:30 pm - 4:30 pm MIDD HR Certification Programs SHRM Essentials of Human Resource Management Certificate Program If you are new to Human Resources, or a manager, supervisor, hiring manager, or small business owner who needs to strengthen your HR knowledge and skills then it is critical for your development and advancement to take the SHRM Essentials of Human Resource Management Certificate Program. Your company can t afford NOT to send you to this class. Today s legal environment demands that anyone in a leadership position understand the basics. This class is approved for 15 hours of PHR/SPHR recertification credit through HRCI. Modules include: Essentials of Human Resource Management Employment Law in Your Workplace Effective Recruitment and Selection Techniques Basics of Compensation and Benefits, Orienting and Training Your Employees Ensuring Quality Performance Management Oct 2 - Oct 23 T 12:30 pm - 4:30 pm MIDD $495 Human Resource Management Certification Prep Course: SHRM Learning System If you are a Human Resources professional, and/ or you conduct human resource functions in your organization, it is critical that you understand the subject matter and legislation governing everyday functions of business today. The Society for Human Resource Managers (SHRM)certification is a nationally-recognized credential. This intense class provides a comprehensive overview of the entire body of HR knowledge is designed for HR professionals to prepare them for the national Professional in Human Resources (PHR) or Senior Professional in Human Resources (SPHR) exam using the SHRM Learning System. Please visit for more information on certification levels. Enroll today to take your HR career to the next level. Sep 17 - Dec 3 M 5:00 pm - 8:00 pm MIDD $1,245 ASTD Certified Professional in Learning & Performance Prep Course This Certified Professional in Learning and Performance (CPLP ) prep course is broad-based and addresses nine areas of expertise as defined by the ASTD Competency Model: Designing learning Delivering training Improving human performance Measuring and evaluating learning Facilitating organizational change Managing the learning function Coaching Managing organizational knowledge Career planning and talent management The CPLP course is a test-preparation course for the CPLP designation by the American Society of Training and Development. Sept 20 - Nov 1 Th 6:00 pm - 9:15 pm MIDD $995 DON T MISS OUT on your chance to become PHR or SPHR CERTIFIED! The use of this seal is not an endorsement by the HR Certification Institute of the quality of the program. It means that this program has met the HR Certification Institute s criteria to be pre-approved for recertification credit. WorkKeys Assessment WorkKeys is a nationally recognized job skills assessment system that helps employers select, hire, train, develop, and retain a highperformance workforce. Employers across the country are requiring the WorkKeys assessments or recommending the National Career Readiness Certificate. These scores help employers choose the most qualified candidates for their jobs. WorkKeys scores help you compare your skills to the skills real jobs require. Sep 5 W 1:00 pm - 4:00 pm MIDD Sep 12 W 1:00 pm - 4:30 pm MIDD Oct 10 W 1:00 pm - 4:30 pm MIDD Nov 14 W 1:00 pm - 4:30 pm MIDD Dec 12 W 1:00 pm - 4:30 pm MIDD $45 5

2 Human Resources Legal Series Each class approved for 4 hours of PHR/SPHR recertification credit through HRCI. Each class priced at $125 and includes lunch. Emerging Risks for Employers in the Social Era Employers need to expertly navigate the legal mine field created by the social media age. Not only can an employee s misuse of social media get an employer in hot water, and potentially destroy an employer s reputation or trade secrets in a matter of seconds, but an employer s best intended efforts to prevent employee abuse of social media can land an employer in trouble with the NLRB. Joan McKenna and Elizabeth Ebanks, employment law attorneys and partners in the Labor and Employment Law Team of LeClairRyan, will review this dangerous landscape and provide pointers to employers who want to help their workers stay out of trouble while avoiding liability themselves. Sep 14 F 10:00 am - 3:00 pm MIDD Family and Medical Leave Act (FMLA) Learn the provisions of the Family and Medical Leave Act (FMLA) and how to administer FMLA leave. Discover which events qualify your employees for leave and the actions you should avoid taking when protecting an employee s rights. Learn job-restoration rules, how the FMLA is enforced and how organizations can comply with the law s provisions. Sep 21 F 10:00 am - 3:00 pm FAUQ Return to Work: Worker s Comp Join Jim Muncie, attorney and author, for this engaging session on Virginia Worker s Compensation law. You ll gain an in-depth review of the legal and practical aspects of handling workers compensation cases in Virginia. Learn useful, practical information and obtain the latest information regarding dealing with the center for Medicare and Medicaid Services when settling workers compensation cases. Gain an understanding of what causes claimants to hire an attorney, procedures to follow to get your case settled and approved by the Workers Compensation Commission; and when settling early with the claimant may be good in long-term cases. Oct 12 F 10:00 am - 3:00 pm MIDD Answers Every Employer Should Know about Immigration Immigration law is a hot topic in the headlines. With more government audits and DOL reviews in the workplace, employers who are properly prepared can avoid the risks and major headaches associated with immigration checks. Join attorney s Debra Dowd for this lively session where she ll give an overview of the immigration system, cover immigration sponsorship, I-9 compliance, e-verify and responding to government site visits and investigations. This is important information for all employers and HR professionals, whether you regularly hire foreign workers, or simply need to ensure compliance with your workforce as a whole. Nov 2 F 8:30 am - 12:30 pm MIDD Leading Organizational Change Strategic HR Eligible for sphr ceu s Change is often complex. Aligning resources, communicating the change, overcoming resistance and managing expectations are just some of the challenges. Successfully facilitating people through these and other components of a transition is a vital skill set for today s leaders and managers. Sep 26 W 8:00 am - 12:00 pm MIDD $165 Plan to attend the 2013 Administrative Professionals Day event at LFCC! Stay tuned for updates on our website at Over 120 attended last year s successful day! 6

3 Leadership DDI Leadership Certificate Each class priced at $125 TAKE 6 AND SAVE 15% Enroll in all 6 DDI Leadership classes at the same time and save BIG! Getting Started as a New Leader It s an exciting day in the workplace when an individual is promoted to the leadership ranks for their outstanding performance. However, stellar individual performance isn t magically transformed into successful frontline leadership overnight. This course arms new leaders with the knowledge and skill sets they need to confront the challenges associated with getting their footing, and achieving team results quickly in their new leadership role. Sep 20 Th 1:00 pm - 5:00 pm MIDD Essentials of Leadership Develop skills to increase your team s motivation and morale. Learn proven interpersonal skills to inspire others to act. Enhance your ability to assign tasks, develop goals and evaluate performance. Discover the keys to meeting today s leadership challenges and take your career to the next level. Sep 27 Th 1:00 pm - 5:00 pm MIDD Coaching for Success Learn a proven coaching process to ensure you identify coaching opportunities, provide needed coaching and support, observe performance, and measure results until desired outcomes are achieved. Learn how coaching for success benefits individuals, strengthen work groups, and supports an organization s objectives and priorities. Oct 4 Th 1:00 pm - 5:00 pm MIDD Coaching for Improved Performance As a leader, you re responsible for assisting employees to develop job skills. Effective and productive coaching will result in performance improvement and employee development. Develop skills on listening, asking powerful questions, goal setting, accountability, and self-management. Oct 11 Th 1:00 pm - 5:00 pm MIDD Setting Performance Expectations Clear performance expectations help employees understand how their day to day activities contribute to the success - or failure - of your organization. You ll learn a fail proof technique to setting expectations that will increase performance, accountability, and commitment to achieving them. Oct 18 Th 1:00 pm - 5:00 pm MIDD Delegating for Results You understand the need to delegate, but you hesitate. Exactly when and to whom should you give work away? Use delegation as a motivational tool. By sharing in the work, everyone wins. Oct 25 Th 1:00 pm - 5:00 pm MIDD $125 Each class approved for 3.75 hours of PHR/SPHR recertification credits through HRCI DDI Performance Management Certificate Each class priced at $125 TAKE 4 AND SAVE 15% Enroll in all 4 DDI Performance Management classes at the same time and save BIG! Managing Performance Problems As a manager, your performance ratings depend on the success of your entire team. Just one employee with performance problems can drag down the performance and morale of an entire team. Build your skills in handling performance issues and motivating others. Learn how to properly document the problem, and how to gain commitment and action from the employee. You ll soon be able to conduct these discussions with confidence. Nov 1 Th 1:00 pm - 5:00 pm MIDD Motivating Others As a manager, your performance is rated by the success of your team. How do you motivate others to their highest performance level? In the right environment, people become intrinsically motivated to achieve excellence and improve performance. Three factors affect the motivation of employees - focused work, interpersonal support, and individual value. Determine what your team needs and emerge with a plan of specific actions to build motivation and results. Nov 8 Th 12:30 pm - 4:30 pm MIDD Measuring, Evaluating, and Motivating Employee Performance Effectively managing and motivating your employees is a key to success in any organization. Improve your skill in conducting performance appraisals and providing valuable performance feedback. You will learn to design reward systems and development opportunities to motivate and retain your employees. Nov 15 Th 1:00 pm - 5:00 pm MIDD High Impact Feedback and Listening All successful leaders have outstanding communication skills! If you manage people, mastering communication is an ongoing process. On a scale of 1 to 10, how would you rate your interpersonal communication skills? Learn to organize your thoughts, and deliver clear, concise messages. Improve work relationships and reduce misunderstandings in a climate of open communication. Nov 29 Th 12:30 pm - 4:30 pm MIDD Workforce Solutions offers a better understanding of what it takes to be a leader. With each class that I complete, I feel more confident on how I m going to handle situations. Student, Spring 2012 High Impact Feedback and Listening 7

4 Leadership COMING SPRING 2013 Be a Leader of Leaders! Do you want to have a breakthrough in growing as a leader? Pause, take a step back, and make plans to take several steps forward at Chick-fil-A Leadercast. Coming to LFCC Spring 2013! Visit for upcoming details. The Leadership Challenge Donna Eagle, Instructor The Leadership Challenge is about how leaders mobilize others to want to get extraordinary things done. It s about the practices leaders use to transform values into actions, visions into realities, obstacles into innovations, separateness into solidarity, and risks into rewards. It s about a climate in which people turn challenging opportunities into remarkable successes. Target Audience One of the hallmarks of The Leadership Challenge Workshop is that it promotes leadership at all levels. It has been conducted for youth leaders as well as for senior executives, for non-profit as well as for profit-leaders, and in small community-centered healthcare organizations as well as large, multi-national IT firms. It has been conducted worldwide. It is not an American model, but a global model of leadership. What s Your Investment? The Leadership Challenge Workshop is $489 and includes all workshop materials, continental breakfast and lunch for each session. 2 Friday s, Nov 9 & 30, 8:30 am 4:30 pm, Middletown Campus 8

5 Process Improvement Project Management The instructor was outstanding and the materials were excellent. I will definitely recommend this course to my colleagues. Paul Fravel, class participant, Spring 2012 Rachel Schaefer Project Management Instructor Rachel knew her stuff and was able to apply real world examples to our class. She helped us apply our situations with the project management guidelines. Marsha Holmes, class participant, Spring 2012 Project Management Introduction This course teaches students basic project management techniques, including managing time and costs. Students will identify the features and attributes of a project, the steps and variables of the project management process, the effects of environmental, socioeconomic and organizational structure issues, and the responsibilities of a project manager. Sep 19 W 1:00 pm - 5:00 pm MIDD Project Management Essentials No matter your title, effective Project Management can transform your career. This class introduces you to project management, provides tips on how to manage people and resources within budget and time constraints. The course highlights key skills you ll need to develop to become an effective project manager including keeping a team on track, dealing with conflict, and using excel timeline Gantt charts. Prerequisite: Excel 2007 Level 2 or Excel 2010 Level 2 or equivalent. Oct 10 - Oct 24 W 1:00 pm - 5:00 pm MIDD $835 Lean Operational Excellence Series TAKE 5 AND SAVE 20% Enroll in all 5 classes by 10/1/12 and receive 20% off total cost. This 5-day certificate program will equip participants with foundational knowledge to lead a LEAN transformation of any business. Explore how to integrate the human, managerial, technical, organizational and financial strands of the lean business model for success. Interactive exercises and a plant tour of a national LEAN award-winning facility will teach you how to apply each of the LEAN tools. Lean Systems - Basic Workshop Lean is a production practice or system to create more value for customers with less resources and limited waste. Lean management is a culture either in service or manufacturing sector to increase productivity and efficiency. In this interactive workshop learn how and why lean is centered on preserving value with less work. Explore the principles of economic efficiency based on optimizing flow; increasing efficiency, and decreasing waste. In today s economy, these are critical steps for survival! If you are a business owner, production manager, healthcare provider, service manager, or leader, you cannot afford to miss this class which will take you and your career or business to the next level! Oct 15 M 8:30 am - 5:00 pm MIDD $195 The instructor does a great job and really gets people involved with class. Student, Lean Systems Lean Systems - Value Stream Mapping Implementing Lean is a journey and it is important to chart the course to success through mapping. Learn this effective Lean Systems tool to identify non-value activities and opportunities within any system. Develop a strategic implementation plan incorporating Lean principles that kick start the continuous improvement journey. Oct 16 T 8:30 am - 12:30 pm MIDD Lean Systems - Quality Improvement / 5S Learn how to create a clean, organized, safe and pleasing work environment where critical information is quickly attainable that allows employees to be successful. Take the housekeeping challenge to a new and exciting level that will improve quality and employee performance. Also learn a simple problem solving model that can take the quality level to new horizons. Oct 17 W 8:30 am - 12:30 pm MIDD Lean Systems - Quick Changeover / TPM Whether it is preparing a hotel or hospital room, an automotive oil change, or changing from product A to product B, downtime is a major factor for not satisfying the customer in a timely manner and causes a drain on operating costs. Learn how to take control of this downtime, increase capacity, and empower the skills of all your employees. Oct 18 Th 8:30 am - 12:30 pm MIDD Lean Systems - Plant Tour You don t want to miss this great opportunity to tour a local plant that was awarded Industry Week s Best Plant distinction in Learn how they incorporate Lean Practices into everyday activity to achieve a world class level. Free to participants in any of the previous four classes. Oct 19 F 8:00 am - 2:30 pm MIDD $0 9