Today's work force is looking for companies willing to invest in them.  You invest in what you believe in.  Your employees know it.  Your customers know it.   Education focused on developing relevant skills and making personal relationships more satisfying improves employee and customer relations, yields bottom line results.

Customer Skills & Interpersonal Communications (I)  

Technical skills and having the answer isn't often enough. This workshop is designed to teach the participant how improving interpersonal skills creates personal and professional payoff.  The course teaches the participants techniques and skills to treat the customer as an important human being, an individual, which is the most basic element of customer satisfaction.  Participants receive an indoctrination to the  Myers-Briggs Type Indicator .    

The following modules are designed to follow Customer Skills (I) with advanced training on concepts and skills that are challenging for most Customer Support employees. Each module is allocated sufficient time to ensure the student's education through presentation, discussion, and role playing exercises. The remaining modules are Listening Skills, Conflict Resolution, Handling an Angry Customer, and The Customer Complaint Situation.  

Customer Skills & Interpersonal Communications (Role Plays) (III)      

 A natural follow up to the Customer Skills (I) & Customer Skills (II) courses is the Customer Skills Role-Play workshop.  The students must play the parts of the customer or the support person through a series of role-plays.  The role-plays are developed using real data from the support environment.  They typically represent the most difficult situations the support person can experience.   

All too often, the most talented, hardest working, or most tenured person gets the promotion with little or no preparation for the new task at hand.  Ken Blanchard's Situational Leadership II is a proven program which educates and properly prepares participants to lead effectively and efficiently.  The Leadership Bridge combines the Situation Leadership II model very cleverly with the Myers-Briggs Type Indicator. These training courses were developed by Blanchard Training and Development, an internationally accepted expert in the leadership training arena.

Myers-Briggs Type Indicator     

The Myers-Briggs Type Indicator (MBTI) is a widely used, and validated, psychological instrument (self administered) that identifies how individuals Perceive information, Process information, Judge (make decisions), and Relate to the world around them. It is based on the works of the Swiss psychologist Carl Jung.  Participants learn human behavior isn't random, that there are sixteen distinct personality types.  The insight gained brings understanding of the different ways to approach life and value the differences in others.  The knowledge and skills gained give participants the opportunity to improve the quality of every future interpersonal interaction.    

Most people wish to avoid conflict, but it is an integral part of life, including business.  This workshop focuses on understanding the source of conflict, our personal approach to conflict, and the costs. This course teaches the participant how to better handle conflict and techniques for creating a conflict resolving environment.  When combined with an indoctrination to the Myers-Briggs Type Indicator, participants are able to understand internal and external conflict in a whole new light. 

Team Building

When people work together, progress is made and the journey is enjoyable.  This workshop is designed to educate participants about the different personality types of themselves others.  Teaming up and collaborating with others with different perspectives and backgrounds, yields the best outcomes.  Participants learn how these differences can cause conflict, and how to overcome that conflict through knowledge and effective interpersonal communications. The tool used to recognize the differences in personality types is the Myers-Briggs Type Indicator.

Managing Change

For many, it is difficult to thrive in a changing environment with or without understanding the necessity and value of change. For others, change is exciting and stimulating, no explanation needed.  Why the difference?  The Myers-Briggs Type Indicator is used to help participants understand how they personally approach change and how they can cope with, or benefit from, the changes they encounter.  What successful businesses need from their employees and how companies can help employees embrace change are explored. 

What do Successful People do?  How is Success Defined?  This class deals with the role of beliefs, attitudes and behaviors in successful outcomes.  Participants will learn about components of the success formula and assess their current strengths and areas for improvement.  They will explore their personal definition of success and progress toward achieving it.  Combined with an indoctrination to the Myers-Briggs Type Indicator, participants will gain insight, invaluable to them as they design and implement their personal success strategies.