We will learn how to confront our resistance and fear of change. We will learn to concentrate on the benefits of change at work. We will learn how change helps a company to strive and expand. We all wish for things to be better and more effective yet often dread, if not fear, the steps for improvement and our current routine. By learning to accept that change is natural, we can begin to adapt more quickly. Keep in mind you do not have to like the change but you do have to find a way to cope without fear of failure, fear of success, fear of rejection, fear of criticism, and fear of the unknown.
Explore the benefits of office etiquette and courtesy. Explore what never to do in a business environment. Learn a common sense approach to conflict resolution. Common sense is the ability to think and behave in a reasonable way; to make a decision based on a simple perception of tghe situation or the facts. We all have an impact on business – either as a customer or worker. More than 13 million working days are lost every year due to stress-related causes costing U.S. employers approximately $300 billion annually. Seven out of ten Americans think that civility has eroded. Perhaps it is time for customers and workers to rethink manners.
We will learn the physical, emotional, and behavioral effects of fatigue. We will learn the cognitive and interpersonal effects of fatigue. We will learn ways to prevent compassion fatigue and restore energy. Compassion Fatigue is a combination of physical, emotional, and spiritual depletion associated with caring for people in significant pain and physical distress. We are proud of the professionals and the volunteers that follow their passion to help the lives of others. We appreciate their serviced and depend on their expertise. And with such responsibility comes rewards for caring and a cost for caring. Caring too much can hurt. We often forget that taking care of ourselves is an essential component to helping others. Acknowledging the occupational hazards of care giving is the first step toward preventing secondary traumatic stress.
We will learn how to prepare your mindset before taking a call. We will learn how to employee good phone techniques. We will lern the key to great customer service. Every person that walks into your store or contacts you by phone or online is entitled to your respect, your assistance, and your attention – yet 89% of shoppers have stopped buying from online store after they experienced poor customer service. This a lost opportunity because great customer service translates into more sales and repeat customers.
We will learn how complaints are the greatest source of learning. We will learn the actions and behaviors that could frustrate a customer. We will learn techniques to handle a perceived difficult customer. The best way to handle a difficult customer is to put the word “difficult” in perspective. A customer perceived as difficult may be more in the eyes of the customer service representative or company than the customer. Customers react to stress and disappointment in a variety of ways. They need someone with who they can vent – someone who will provide a quick resolution. Businesses who understand how to handle difficult customers can reap huge rewards.
We will learn how easy the internet makes complaining easy. We will learn ways a company can excel using great customer service. We will learn how to deliver top quality customer service. The internet makes complaining easy – but comments and statistics are the roadmap to marketing and improvement. Statistically, consumers are engaged, informed, and have limited time to make purchases. Do not lose them due to poor customer service, poor telemarketing techniques, poor order processing, or poor technical support. Every single person in your company should be caring for the customer in ways that exceed their expectations.
We will learn the importance of great customer service. We will learn the reasons why a company needs to excel. We will learn the role of the manager and employee. The term call center was first published by the Oxford English dictionary in 1983. It is not just a department, it is a reflection of the company. And everyone in the company must agree they need customers. If you work for pay, the customer guarantees your paycheck. A company wishing to excel should know the best strategy to increase profits is to provide great customer service through phone and email support, web forms, chat rooms, and social media. Great customer service can turn a first-time buyer into a lifetime customer.
We will learn the qualities of a great customer service representative. Will will learn the importance of high emotional intelligence. We will learn the training needed for a customer service agent. It takes a very special individual to excel at customer service. The skilled individual is adaptable, articulate, attentive, caring, compassionate, confident, curious, flexible, friendly, goal-oriented, helpful, kind, motivated, patient, persuasive, a problem-solver, and tenacious. Now for those who may not possess every quality, they can be learned and serve you well throughout your career.
We will learn why companies expect highly planned professional emails. We will learn clear communication in a brief format creates effective emails. We will learn that first email resolution pleases every customer and professional. Email is the preferred choice of communicating for most of us – and most of us are overwhelmed by the amount of emails we receive each day. In fact, we spend 13 hours a week or 28% of the workweek managing emails. While milllenials prefer improvised texting for personal use, companies expect professional presentation. No one has time for leisure banter.
We will learn the five components of emotional intelligence. We will learn the importance of correctly interpreting our emotions. We will learn how emotional intelligence has much to do with success. We all know the term Intelligence Quotient better known as IQ, but there is also Emotional Intelligence which is another kind of smart and affects 58% of your performance, your physical health, your mental health, and your relationships. In fact, people with average IQs outperform those with the highest IQs 70% of the time. It is the art of correctly identifying and managing emotions and tendencies so as to remain calm under pressure and achieve resilience. It is the essence of self-awareness and helps you better manage relationships. It is much easier to communicate clearly if you know how you feel and how the other person feels.
We will learn how important it is to support ourselves and others with compassion and sensitivity. We will learn how empathy improves relationships and profits. We will learn to be curious about the views and experiences of others. Empathy is the ability to relate to the thought, emotion, or experience of others. Empathy is a right brain activity that allows you to step into the shoes of another person and understand their feelings and needs. Considering Americans are polarized yet businesses need relationships, it is time we support ourselves and other with compassion and sensitivity. We should be curious about the views and experiences of others.
We will learn what comprises harassment in the workplace. We will learn what to do when harassed in the workplace. We will learn how to eliminate harassment in the workplace. Employees have the legal right to perform their job without being subjected to workplace harassment. Sexual harassment occurs whenever unwelcome conduct on the basis of gender affects a person’s job. Harassment, whether deliberate or not, is an issue that must be addressed and handled immediately. It can take a serious toll on the victims as well as affect the accused, the coworkers, and the company itself. While we often link sexual harassment to unwanted advances or inaapropriate sexual comments, it also includes any discriminatory action based on gender.
We will learn the components of a great cover letter. We will learn the components of a great resume. We will learn the importance of editing documents. The cover letter is a sales pitch that sells your unique value – and should be custom-tailored for the specific company; therefore you should write in the company’s voice. A resume is a marketing document that sells your skills and strengths in a brief but exciting format. The objective is to stand-out as a superior candidate and land an interview. As you begin to write your resume, keep in mind it generally gets scanned for only 25 seconds. This should encourage you to keep it neat and uncluttered.
We will learn the key to an impressive interview is to be prepared. We will learn the importance of researching a company. We will learn that you only have one opportunity to make a first impression. What is the one quality that will ensure an impressive interview? Being prepared. Your compellingh resume and cover letter landed you an interview. Let that give you confidence. Now it’s time to prepare for the interview – and there is no better way than to anticipate and prepare for the questions.
We will learn what creates jealousy in the workplace. We will learn how jealousy affects the workplace. We will learn the steps to eliminate jealousy in the workplace. The workplace does not contain cookie cutter workers. The workplace has talented employees with personalities. Some are quiet and perform their duties with precision and excellence every day. Others appear to be more visible and garner recognition for their charisma and contributions. And then there are those whose insecurity leads them to wander the halls in a state of envy jealousy. Jealousy is angry agitated worry. It is human behavior we experience from time to time – but it can become problematic if we act out in a fit of jealousy or worse, wallow endlessly in bitterness and resentment.
We will learn the basic rules of the track. We will learn the importance of interesting people. We will lern how to contribute to peace. Metaphorically, life is like a journey on a train. Our parents and guardians taught us the rules of the tracks. Choices abound as we pass the many stops. The longer the ride, the more the memories. They will bring comfort when the ride is slow. And remember, many things are up to you. If you see the journey as hopeless, it will be. If you see the journey as hopeful, it will be.
We will learn to look at ourselves objectively. We will learn to challenge ourselves to move beyond our default poin-of-view. We will learn that the first step toward success is always inward. Ninety per cent of the population complain about their life – but do they take responsibility for why their life is the way it is? Do you make things happen, or do things just happen to you? It is common to avoid responsibility, avoid problem-solving, or avoid looking at ourselves in a truthful way. It is all right not to know all the answers – that’s what experience is fo. But taking problems head-on will make you more liberated and aware.
We will learn how to create an effective Agenda. We will learn how to create effective Minutes. We will learn how brevity and organization creates successful meetings. Creating an agenda and keeping a meeting short and to the point has never been easier. The Agenda template in this project has been specially designed to ensure brevity and organization. The informal minutes capture the essence of the meeting and are meant to provide an outline and brief summary of what was discussed, what decisions were made, and who is responsible for taking action. Templates included.
We will learn the leader will create a brief, organized agenda. We will learn the leader will facilitate the discussion and encourage everyone to constructively particpate. We will learn how the leader converts decisions into answers and plans. Meetings reflect the openness, dynamics, and self-image of the organization. It is where collective ideas transform into great projects. It is imperative that every employee knows the components of a successful meeting. If you try these suggestions, your next meeting may well be even more powerful and productive.
We will learn why meetings are often counterproductive. We will learn if you should have a meeting and when. We will learn the components of a successful meeting. In the U.S. alone, 11 million formal business meetings occur every day and waste $37 billioin in unnecessary meetings each year. Managers attend more than 60 meetings per month – and 37% of employee time is spent in meetings. The suggestions in this film should reduce unnecessary meetings, boost morale and productivity, and create meaningful and motivated meetings.
We will learn the substantial training of those in the service. We will learn the resources available to veterans. We will learn the importance of mentoring a veteran. The military is known as the nation’s biggest group of international ambassadors. Brave, dedicated, and well-trained, they serve our nation well: natural disaster relief, food and humanitarian relief, rescue operations, and medical assistance in impoverished areas. Once their service is complete, they return home eager to use their skills in the private sector. However, sometimes they need help adjusting to the civilian workplace culture. Thus the importance of corporate mentoring.
We will learn why we fear making a mistake. We will learn the benefit of making a mistake. We will learn techniques to handle mistakes. As children, we were taught to distinguish right from wrong and to get the answer right. To be right was so important that, when wrong, our first reactions were to deny it, get defensive, blame others, or internalize it. As adults, it is no wonder why so many people fear making mistakes – even to the point of viewing failure as permanent and success as temporary. Now is the time to etch this phrase into our minds “trial and error learning.
We will learn if a great worker is born or made. We will learn the qualities of a great manager. We will learn the qualities of a great employee. Good employees are important in any business. When looking to add staff to your workplace, though knowledge is an asset, it can be taught. Pay closer attention to character, personality, and attitude. What is essential for an employee to achieve greatness is to have a great sense of personal secuity, an innate confidence that exudes passion.
We will learn that most accidents are preventable. We will learn the rules for lifting and climbing. We will learn the rules to prevent slips and falls. Safety is no accident and affects everyone in every industry. The good news is that accidents are preventable with proper training and safety products. A company’s primary objective is to ensure the safety and health of their employees.
We will learn safety precautions for a warehouse or industrial setting. We will learn safety tips when using tools and machinery. We will learn useful tips when working with hazardous materials. Every workplace has hazards that could endanger workers. It is important to understand the unique risks in your company so you can develop an effective safety program that minimizes illness and injuries. Examined are safety precautions for a warehouse or industrial setting. Educate everyone in the workplace about safety requirements, materials, and procedures; and, of course, always keep the lines of communication open.
We will learn the qualities of people who are easily offended. We will learn the ingredients to stop being offended. We will learn how to handle a situation you might find offensive. Do you burst into fits of anger over the little things? Do you often take things the wrong way? Do people feel they have to be cautious around you? If so, you may be easily offended – and your hypersensitivity may be depriving you of healthy relationships and inner happiness. Don’t worry. There are many ways to thicken your skin and spare hurt feelings.
We will learn how to change a business-as-usual mindset. We will learn the qualities of a strategic thinker. We will learn how to create a strategy plan. We all wish for businesses to be healthy and sustainable – and companies are under constant pressure to grow. Well, each day business owners can spend their time maintaining the systems – or, in addition, they can use Strategic Thinking which is business analysis, strategizing, and planning. Planning the future of your company in an organized manner is essential to its expansion and increased revenue. Unfortunately, many owners and managers get caught up in the spinning wheel of everyday operation.
We will learn why we tell lies. We will learn statistics about deception. We will learn the cues and clues to spot if someone is being dishonest. Deception is defined as the intentional withholding of information or diliberately misleading information to a participant. We lie. Often for good reason – but we lie. Children can deceive as early as 6 months using fake laughter or pretend crying just to get attention. To maintain healthy relationships, it is a good idea to learn the clues when someone may not be telling the truth. Please keep in mind these are clues and, in and of themselves, may not prove guilt.
We will learn how lying adversely affects the workplace. We will learn how liars distort information. We will learn the cues and clues to spot an employee being dishonest. Deception. Businesses lose about 5% of its revenue due to fraud each year which is 3.5 trillion worldwide. From fraud and theft to leaks and embezzlement, deception ruins innovationb, damages teams, and destroys reputations. Manipulation, disinformation, and histrionics have no place in the workplace. Train yourself to spot deception. Create an honest culture – and it starts with you.
We will learn why apathy exists in the workplace. We will learn how to deal with apathy in the workplace. We will learn how employees can overcome apathy. We all have the right not to know or not to care – but there is a price for being uninformed and disengaged. Accidents often occur when people don’t care or simply go through the motions or are detached, unfocused, or have a defeatist attitude. Apathetic coworkers want to hide under the radar. Don’t bother them, they won’t bother you – and make sure the paycheck arrives on time. Fortunately, there are ways a company can deal with apathy in the workplace.
We will learn the importance of taking a brief mental break. We will learn ways to relax during a brief mental break. We will learn why it is essential to ritualize relaxation. The average American works 9.2 hours a day. Though American work laws require all full-time employees to take a lunch break – only 1 in 3 workers actually take a lunch break. The remaining 2 in 3 eat at their desks and do not take short breaks. In fact, coworkers are often hesitant to even take a break if their manager does not. Taking breaks may reduce headaches, eyestrain, and lower back pain. Schedule your breaks and make them a habit.
We will learn the reasons employees seek revenge. We will learn the dangers of revenge. We will learn how to handle thoughts of revenge. When we are hurt, it’s a natural response to return the hurt. And our reasons may be logical but none justify retaliation. When plotting to hurt another, we are consumed with immature beliefs and reactions instead of sound judgment. Revenge is a primal need for self-defense. The goal of revenge is to rid one of shame and humliation, and restore power and pride. You want satisfaction and justice in the present. You want reassurance it won’t happen again in the future. But seeking revenge does not provide a cure, rather it perpetuates the cycle of pain. The minor satisfaction you may experience in the short run will have long-term repercussions.
We will learn why an employee may act in a negative manner. We will learn how to recognize common behavior issues. We will learn how to create a positive attitude.