COMMUNICATION STRATEGIES
For the better part of every day, we are communicating to and with others. Whether it's the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look you give the cat, it all means something. This workshop will help participants understand the different methods of communication and how to make the most of each of them. These strategies will provide a great benefit for any organization and its employees. They will trickle down throughout the organization and positively impact everyone involved.
Objectives:
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Understand what communication is
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Identify ways that communication can happen
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Identify barriers to communication and how to overcome them
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Develop their non-verbal and paraverbal communication skills
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Use the STAR method to speak on the spot
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Listen actively and effectively
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Ask good questions
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Use appreciative inquiry as a communication tool
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Adeptly converse and network with others
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Identify and mitigate precipitating factors
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Establish common ground with others
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Use “I” messages
Outline:
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The Big Picture
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Understanding Communication Barriers
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Paraverbal Communication Skills
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Non-Verbal Communication
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Speaking Like a STAR
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Listening Skills
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Asking Good Questions
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Appreciative Inquiry
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Mastering the Art of Conversation
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Advanced Communication Skills
15-Day Early Registration Fee: $100
Registration Fee: $150
# Contact Hours: 8
CONFLICT RESOLUTION
Wherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Participants will also be provided a set of skills in solution building and finding common ground. In the Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.
Objectives:
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Understand what conflict and conflict resolution mean
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Understand all six phases of the conflict resolution process
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Understand the five main styles of conflict resolution
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Be able to adapt the process for all types of conflicts
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Be able to break out parts of the process and use those tools to prevent conflict
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Be able to use basic communication tools, such as the agreement frame and open questions
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Be able to use basic anger and stress management techniques
Outline:
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An Introduction to Conflict Resolution
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Conflict Resolution Styles with the Thomas-Kilmann Instrument
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Creating an Effective Atmosphere
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Creating a Mutual Understanding
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Focusing on Individual and Shared Needs
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Getting to the Root Cause
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Generating Options
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Building a Solution
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The Short Version of the Process
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Additional Tools
Registration Fee: $150
# Contact Hours: 8
WORKPLACE DIVERSITY
With the world becoming more mobile and diverse, diversity has taken on a new importance in the workplace. Participants will be able to use strategies for removing barriers and stereotypes and to encourage diversity in the workplace and even through their community. This workshop will help participants understand what diversity is all about and how they can help create a more diverse world at work and at home. They will be instructed to use skills such as active listening to receive messages in a diverse population, employ effective questioning techniques and communicate with strength.
Objectives:
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Explain the definition, terms and history of diversity
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Describe the meaning of stereotypes and biases, how they develop, and the reasons for your own perspectives
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List strategies for removing barriers to encouraging diversity for yourself, in the workplace, and in the social community
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Use active listening skills to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength
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Identify ways to encourage diversity in the workplace, and prevent and discourage discrimination
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Understand and respond to personal complaints, and develop a support system to manage the resolution process
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List the steps a manager should take to record a complaint, analyze the situation, and take appropriate resolution action.
Outline:
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Understanding Diversity
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Understanding Stereotypes
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Breaking Down the Barriers
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Verbal Communication Skills
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Non-Verbal Communication Skills
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Being Proactive
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Coping with Discrimination
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Dealing with Diversity Complaints as a Person
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Dealing with Diversity Complaints as a Manager
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Dealing with Diversity Complaints as an Organization
Registration Fee: $150
# Contact Hours: 8
TEAMWORK AND TEAM BUILDING
For most of us, teamwork is a part of everyday life. Whether it's at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organization and will lead to more successes than not. This workshop will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. Participants will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member.
Objectives:
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Describe the concept of a team, and its factors for success
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Explain the four phases of the Tuckman team development model and define their characteristics
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List the three types of teams
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Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
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Discuss the uses, benefits and disadvantages of various team-building activities
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Describe several team-building activities that you can use, and in what settings
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Follow strategies for setting and leading team meetings
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Detail problem-solving strategies using the Six Thinking Hats model -- and one consensus-building approach to solving team problems
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List actions to do -- and those to avoid -- when encouraging teamwork
Outline:
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Defining Success
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Types of Teams
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The First Stage of Team Development – Forming
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The Second Stage of Team Development – Storming
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The Third Stage of Team Development – Norming
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The Fourth Stage of Team Development – Performing
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Team Building Activities
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Making the Most of Team Meetings
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Solving Problems as a Team
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Encouraging Teamwork
Registration Fee: $150
# Contact Hours: 8
GUIDED ECO TOUR TEAM BUILDING: PADDLEBOARDING AND KAYAKING
Join our guided ecotours through the beautiful marshlands and waterways of Amelia Island and Brunswick, Ga (West of the Sydney Lanier Bridge). Engage in an immersive experience with all the marine life and coastal ecology the islands have to offer on our Kayak or SUP paddleboards. Your tour will start off with a brief lesson on how to properly use your kayak or paddleboard. Bring your family, friends or coworkers for an amazing team building experience. We can customize your tour to meet your needs. Would you like a sunset paddle and end with a dinner in our quaint downtown area? Or a paddle along the coastal waterways with time to search for shells or shark teeth? How about a paddle on the Turtle River in Brunswick and see the dolphins play? Whatever your desire, give us a call for an experience to last a lifetime. Our guides love spending time exploring the local waterways and marshlands and will show you the beauty of the islands from a local's view.
3 Hour Tour
Kayak or Stand Up Paddleboard
$59 Per Person
We've all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. Participants will identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name. This workshop will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. They will also identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.
Objectives:
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Understand the difference between hearing and listening
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Know some ways to improve the verbal skills of asking questions and communicating with power
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Understand what is ‘non-verbal communication’ and how it can enhance interpersonal relationships
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Identify the skills needed in starting a conversation
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Identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name
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Understand how seeing the other side can improve skills in influencing other people
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Understand how the use of facts and emotions can help bring people to your side
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Identify ways of sharing one’s opinions constructively
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Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation
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Learn tips in making an impact through powerful first impressions
Outline:
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Verbal Communication Skills
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Non-Verbal Communication Skills
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Making Small Talk and Moving Beyond
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Moving the Conversation Along
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Remembering Names
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Influencing Skills
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Bringing People to Your Side
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Sharing Your Opinion
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Negotiation Basics
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Making an Impact
Registration Fee: $150
# Contact Hours: 8
GENERATION GAPS
While having various cultures in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. The workplace can present challenges to management in terms of handling the different generations present. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least. This workshop helps participants understand the various generations present at work, and understand what motivates them and dealing with them on a daily basis. Both the young and older worker will have many ideas to offer, which will help the organization thrive in the marketplace. Learning how to deal with the Generation Gaps at work will help you become a better manager or co-worker.
Objectives:
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History behind generation gaps
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What are traditionalists
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What are baby boomers
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What are Generation Xers
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What are Generation Yers
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Differences between each type of generation
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Finding common ground among the generations
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Conflict management
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Leveraging the benefits of generation gaps at work
Outline:
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History
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Traditionalist
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Baby Boomers
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Generation X
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Generation Y
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Differentiations Between
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Finding Common Ground
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Conflict Management
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The Power of 4
Registration Fee: $150
# Contact Hours: 8
CUSTOMER SERVICE
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Objectives:
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State what customer service means in relation to all your customers, both internal and external
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Recognize how your attitude affects customer service
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Identify your customers’ needs
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Use outstanding customer service to generate return business
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Build good will through in-person customer service
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Provide outstanding customer service over the phone
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Connect with customers through online tools
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Deal with difficult customers
Outline:
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Who We Are and What We Do
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Establishing Your Attitude
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Identifying and Addressing Customer Needs
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Generating Return Business
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In-Person Customer Service
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Giving Customer Service over the Phone
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Providing Electronic Customer Service
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Recovering Difficult Customers
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Understanding When to Escalate
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Ten Things You Can Do to WOW Customers Every Time
Registration Fee: $150
# Contact Hours: 6
Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied. Participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
Objectives:
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Cultivate a positive attitude
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Manage internal and external stress
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Develop abilities to listen actively and empathize
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Build a rapport with customers in person and over the phone
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Understand the diverse challenges posed by customers
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Develop strategies to adapt to challenging circumstances
Outline:
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The Right Attitude Starts with You
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Stress Management (Internal Stressors)
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Stress Management (External Stressors)
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Transactional Analysis
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Why are Some Customers Difficult
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Dealing with the Customer Over the Phone
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Dealing with the Customer In Person
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Sensitivity in Dealing with Customers
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Scenarios of Dealing with a Difficult Customer
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Following up With a Customer Once You Have Addressed Their Issue
Registration Fee: $150
# Contact Hours: 8