Professional Effectiveness Course DescriptionIn this practical workshop, participants will explore and learn techniques to help them focus on professional development, understand the characteristics of high performers, manage conflict and communicate more effectively. Key topics include: maintaining a positive attitude, improving self-concept, refining phone rapport and sharpening listening skills.
Course Topics
- Analyze present work habits, attitudes, actions, skills and knowledge
- Identify job responsibilities
- Get tools for probing one’s superior about his or her goals and how you can best support them
- Increase professional development through self-image psychology
- Improve self-concept by building a positive attitude
II. Managing Conflict
- Solve problems and make decisions with confidence
- Learn the seven problem-solving techniques
- Increase ability to originate and develop constructive ideas relating to job functions
III. Communication Skills
- Communicate openly, honestly and directly by asking the right questions and knowing how to facilitate constructive feedback
- Improve listening skills
- Examine techniques for getting and giving information
- Understand what customers want and need to make the best possible first impression
- Develop more effective telephone techniques with the 7 cardinal rules for telephone communication
- Use 6 steps for resolving customer complaints
IV. Organizational Skills
- Develop a personal reference manual for cross-training
- Include procedures to follow on all tasks
V. Managing Change
- Learn strategies to create a better understanding of change in one’s department
- Take steps to move from a reactive mode during organizational change to a proactive role
- Begin a continuous process for working well with others involved in a change process
Training methodology Lecture, workbooks, group exercises, role-plays, and PowerPoint slides
Participants 10-25
Learning time-frame 1 day
Learn more about our professional trainers.