2018 Professional Development Course Catalog - 11.13.2017

Serving Challenging Customers Demanding and difficult customers are rarely a pleasurable experience. This course explores reasons our customers may be upset and the role emotional influences may have in the interactions. Participants will learn how to quickly build rapport with customers, adapt to different communication styles, and de- escalate tense conversations. Some of the topics that will be explored include the following: • Word choice to avoid trigger words and phrases • Managing expectations • Communicating bad news • Addressing complaints The course will conclude with practical applications for managing stress as the result of challenging interactions. Serving the Multi-Cultural Customer Court customers come from a variety of backgrounds and providing services to these individuals may be challenging. In this webinar, participants will enhance their understanding of the needs specific to certain cultures and explore techniques for communicating more efficiently across cultures and languages. Sharp Thinking We live in a knowledge-based society, and the more critical you think, the better your knowledge will be. Critical thinking provides you with the skills to analyze and evaluate information so that you are able to obtain the greatest amount of knowledge from it. It provides the best chance of making the correct decision and minimizes damages if a mistake does occur. This workshop will provide you with the skills to evaluate, identify, and distinguish between relevant and irrelevant information. It will lead you to be more productive in your career and provide you with greater skills in your everyday life.

Stress Management Managing stress is something we all must do but don’t always do effectively. In this course, participants will learn to identify the major sources of stress and the physiological changes that occur within the body when under stress. Participants will gain an understanding of how various personalities respond to stress and how to create a work/life balance as a method to reduce stress. How to communicate while managing high stress levels will be covered as well. Participants will develop a specific action plan, focusing on strategies for stress intervention. They will also walk away with a renewed commitment to themselves when managing their daily stressors. Supervisor and Manager Training This course is based on Alfred Kadushin’s model of supervision, focusing on the three main functions of supervision. This model provides a foundation for supervisors and managers in the best practices when leading a team, office, or department. Examine the important components of day-to-day management, such as drafting operational standards, creating practice and procedures to assure an efficient and smooth- running team. The model also addresses how to unlock individual team members’ potential and maximize their understanding and performance. Lastly, the workshop will explore creating and maintaining working relationships and managing emotional reactions amongst your team members.

Course at the College

Online Course

Webinar

2018 Professional Development Course Catalog

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