COURSES
Conducting Effective Performance Reviews
This 3-day training course is designed for managers, and supervisors who find themselves in a position to conduct Employee Performance Reviews. You will learn the reasons for conducting an EPR. You will also learn the reason why the outcome of such reviews should be known by both parties before hand.
Some of the topics are:
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The skills required i.e.: observing, listening, giving feedback and how to ask the right questions
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Understanding the importance of Performance Reviews
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Learning the process, and practice in a supportive atmosphere
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How to assist employees to set professional goals and standards
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The legal and ethical elements, and much more
Call Center Training
Call Centers large and small are used by a large number of companies and corporations. These sophisticated operations depend on well-trained agents who use their training to get through to people. This three-day, course will help current call center agents learn new skills and give new people the skills to enter this exciting field. You will learn the best ways to listen and be heard, as well as elements of sales and customer service skills you will use in this telephone-based industry.
Training topics include:
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The nuances of body language and verbal skills.
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Aspects of verbal communication such as tone, cadence, and pitch.
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Questioning and listening skills.
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How to deliver bad news and say ‘no’.
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Effective ways to negotiate.
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The importance of creating and delivering meaningful messages
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Tools to facilitate their communication.
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The value of personalizing their interactions and developing relationships.
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Vocal techniques that will enhance their speech and communication ability.
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Personalized techniques for managing stress.
CSM: Managing Customer Service
This is a one-day course is designed to provide the newly promoted, or recently hired CSM or Customer Service Manager an opportunity to explore their responsibilities within their role. Discussions about the various skills and techniques, drawing from their own personal and varied experiences, and exploring the elements of reward and challenge. Consider this an opportunity to re-energize, build and expand current team members, or an excellent way to grow, and bring new managers on to the team.
Topics include:
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Establishing links between excellence in customer service and their business practices and policies;
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Develop the skills and practices that are essential elements of a Customer Service Manager;
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Recognize what motivates and engages employees;
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Recognize who the customers are and what they are looking for;
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Develop strategies for creating engaged employees and satisfied customers in whatever business your in.
Leadership Skills for Supervisors: Communication, Coaching and Conflict
Effective Leadership Skills for Supervisors: Communication, Coaching and Conflict — takes a unique perspective on the hot topic of management and supervisor skills. We’ve designed a one-day training course that gives participants the essentials of supervisor leadership: communication, coaching, and conflict. Archer's signature leadership assessment is also included
Conflict Resolution: Getting Along in the Workplace
Getting Along in the Workplace is essential for every business. Most people see conflict as a negative experience, and it can be, however, conflict is also an inevitable part of growth and development. The experience only becomes negative when the participants involved are not equipped to work through the problem.
This course will teach the skills necessary to aid them in successfully resolving conflicts of all types. In this two day Conflict Resolution training course, instructors will teach the basics of conflict, how it can escalate, the types and stages of conflict, intervention strategies, and when to employ common resolution tactics.
CSR : The Critical Elements of Customer Service
A Customer Service course for the front line “CSR” or Customer Service Reps that has been developed from the ground up. This course is for the CSR who prides themselves on steering companies towards consistently strong customer service. This two-day course is designed around six critical elements of customer service that will demonstrate how to outdo the competition and illustrate a company’s commitment to providing the best customer experience possible.
Learning objectives include:
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Demonstrating how to provide a positive customer experience.
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Understanding how your behavior affects others.
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Developing the skills to be an effective problem solver.
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Applying techniques to deal with difficult customers.
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Making the choices that provide a truly superior customer experience.
Business Leadership: Becoming Management Material
Anyone can be promoted to manager, but not everyone can lead. Trainers of new and aspiring leaders will engage learners in the functions of managers, and with three days’ worth of material in the Business Leadership: Becoming Management Material course, get them fully engaged in:
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Being an active part of a learning organization
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Understanding the functions of leaders
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Applying systems thinking to leadership
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Practical methods of leadership, including change, performance, and people management
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Understanding when to lead and when to manage
Conflict Resolution: Dealing with Difficult People
Dealing with difficult people is an experience we will all have at some point in our lifetime. Despite our best efforts, difficult people will cross our paths, and when they do, you’ll be glad you took this course.
In our daily lives we encounter inconsiderate, stubborn, indecent, unhappy or passive-aggressive people. During this on-day workshop we shall dive into how we, as human beings behave, and how to use this knowledge to influence others.
Participants will learn how to recognize how their attitudes and actions impact others, effective techniques, and strategies for addressing rising anger, and frustration when dealing with the difficult people, that we will inevitably encounter in our everyday lives.
Building Self Esteem and Assertiveness Skills
Archer's Self Esteem training has been designed to teach employees and supervisors the techniques to harness an improved sense of self esteem and assertiveness in the workplace. This is a one-day course, using proven steps, to give employees the tools to provide greater productivity, which will inherently encourage employees to believe in themselves and their output.
Change Management: Change and How to Deal With It
None of us can escape change, but savvy people understand that it is well worth developing strategies to manage what comes with it! Everyone has to manage change, whether they embrace it or not, and so our approach is that having tools to help embrace it lead to the best outcomes.
This one-day course covers such topics as:
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the stages of change
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pacing
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dealing with resistance
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adaptive strategies
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approaching changes as an opportunity for growth
Building Better Teams
Teams are the most important foundation on which successful organizations are built. This one-day training course will help business leaders create effective, motivated, productive teams.
These team builders will learn to:
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Develop and enforce team norms and ground rules
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Generate and approach contracts
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Identify their own unique style and represent that in their team dynamic
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Leverage their knowledge to grow and lead effectively
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Build trust and develop the team’s maturity as a unit
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Communicate with presence and impact
Workplace Diversity Training: Celebrating Diversity in the Workplace
Today’s workplace is more diverse than at any other time in recent years. This diversity provides employers a wealth of talent, ideas, and skills that are available within our workplaces. Consequently, the need to enhance communication, and understanding among employees is paramount. In this highly detailed one day training course our trainers can help identify the various needs, backgrounds, strengths, and how to bring them together in a respectful way.
Participants will learn:
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What diversity and what its related terms mean
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To be aware of their own behaviors good and bad, impact relationships
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Identify stereotypes
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The Four Cornerstones of Diversity
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The STOP technique
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How to take action when they witness discrimination
Generation Gap: Closing the Generation Gap in the Workplace
Today's workplaces, have four or five different generations working in them. This one-day course explores the generational divide and shows how organizations can make diversity an advantage.
It covers:
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Common terms and demographic breakdowns
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What different generations expect in the workplace
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What recruiting techniques appeal to different generations.
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Supporting tools:
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Succession planning
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Leadership
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Coaching, and mentoring
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Retention strategies
Human Resources Training: Training HR for the Non HR Manager
Human Resources Training for the manager who may or may not have the benefit of an HR department. This course has been designed to teach those unaccustomed to HR the essential tasks and the scope of responsibilities they will be involved in while fulfilling their management role. Whether you have access to staff positioned to provide assistance or not, you will need to know the essential competencies that impact your role, from management tactics, position analysis, training, and more.
This course includes the following topics:
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The basics of HR Management, including orientation, compensation, and benefits
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Understanding Job Analysis
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Planning training
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Legally defensible terminations, and more.