Handling a Difficult Customer

At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this module is the first step in a process of forever changing how you interact with others.

At the end of this workshop, participants should be able to:

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Health and Wellness at Work

Health and wellness are important aspects in anyone’s life. Having employees who are happy and healthy is important in a company. Employees who are happy are more productive and stay employed longer, with the company. Having a health and wellness program to help those employees stay healthy helps you as an employer and the employee.

At the end of this course, you should be able to:

• Access Health and Wellness Program Needs
• Plan a Health and Wellness Program
• Implement a Health and Wellness Program
• Maintain a Healthy and Wellness Program

High-Performance Teams (Inside the Company)

The term “high-performance teams” has become a frequently used buzzword. It is easy to talk about high-performance teams, but what are they, how are they formed, and what benefits do they provide? The material in this guide will help you find the answer to these questions and develop your own high-performance teams.

At the end of this course, you should be able to:

• Understand the benefits of high-performance teams
• Address challenges
• Conduct effective meetings
• Be able to see the big picture
• Work collaboratively
• Adequately praise team members.

High-Performance Teams (Remote Workforce)

In today’s business world, it is imperative to push the envelope on ways to increase productivity, without letting your product suffer. Assembling a high-performance team of well-trained remote employees is another way you can increase productivity while maintaining quality. A high-performance team can be used in many areas of a company. The tasks for the team could be as simple as sending out a high volume of mailers, or as extensive as creating new software to help with cancer research. What would you accomplish with a high-performance team?

At the end of this course, you should be able to:

• Define high-performance teams.
• Define remote workforce.
• Understand the characteristics of a high-performance team.
• Understand how to create teamwork.
• Understand the importance of communication.
• Understand how to train your high-performance team of remote employees.
• Learn how to manage a high-performance team.
• Learn the techniques of an effective team meeting.

Hiring Strategies

Even the most experienced managers and human resources personnel can still have difficulty finding and hiring the perfect candidate for an open position. It can be difficult to determine if they will be right for the job or work well with the rest of the team. By learning how to utilize the information we have to find the best candidates and reviewing not only the job requirements but the candidate’s attributes, you can hire the best people for your company.

At the end of this course, you should be able to:

• Know how to present the current open position
• Develop a workable hiring strategy
• Know how to determine which candidates to interview
• Steps and techniques to use in an interview
• Welcome newly hired employees
• Find potential candidates for the position