Imagine the business impact when leaders and employees achieve their goals. Give your people the tools they need to create realistic, success-driven goals. Increase employee retention and improve morale when people feel productive and successful. Use these success stories to recruit top talent and to fill your succession pool. Provide training to affect change that drives real business results.This trainer guide provides tips and ...

Instant messaging applications have shifted the way we communicate with customers. Customer demands range from simple to complex with chat agents being expected to effectively handle them all. This new paradigm requires a unique set of skills in addition to the traditional customer service responsibilities. Increase your productivity by quickly ascertaining a customer's needs and responding appropriately in chat communications.Learn tools and techniques to...

How many times have you told someone, "You're not listening to what I'm saying?" Has anyone ever said that to you? Listening is as critical as sending clear messages for effective communication to occur. Misunderstandings lead to dissatisfied customers, disgruntled employees, poor hiring decisions, and diminished trust. Conversely, effective communication improves relationships, increases customer satisfaction, builds trust, improves morale

Fill your succession pool with qualified candidates, groomed from within by experienced leaders in the company. Show your team a model for a planned approach that improves mentoring efforts. Support the establishment of mentoring relationships to create a culture of empowerment that is built upon trust and respect. Teach tools and techniques that set the mentor and mentee up for success from the beginning.This trainer gui...

Boost productivity in your company, by helping others capitalize on the time available to them each day. Provide tips and teach tools to quickly prioritize activities and discover opportunities for improvement. Help your leaders and employees gain back time by building efficiencies into their regular routines. Increased productivity results in a more profitable business.This trainer guide provides tips and pointer...

Turn a challenging feedback session into a positive, productive dialogue. Adjust your thinking and plan ahead to avoid creating negative emotional responses in others while empowering them to do better. Hold people accountable without micro-managing them. Increase morale and achieve more using a collaborative, thoughtful feedback process.Learn tools and techniques to turn a difficult feedback session into one that

Many mentor relationships occur naturally without the need for an established plan or process. If you are a parent or teacher, you are continuously mentoring children. People may ask you to mentor them, because they respect and trust that you have their best interest at heart. A failed attempt to mentor another person can have long-term damaging results. Whatever the circumstance, our goal is to provide guidance on how to be the best mentor in any situatio...

Influencing others is easy when someone has a vested interest or is like minded on the topic. Conversely, it is especially difficult to shift someone's thinking who has a differing view. Our ability to communicate affects our capacity for moving others from their current position toward our way of thinking. Influencing is a process that occurs instantaneously or that happens over time. Use storytelling as a means for effective communication.

We all establish goals in our personal and professional lives, but many go unrealized. Use core criteria to guide you in setting realistic goals that succeed. Practice developing and communicating goals with clarity to ensure others understand what is expected of them. Goal success increases self-confidence, improves morale, and empowers you and others to take on additional responsibility.Learn tools and techniques to help you develop...

Improving the influencing ability of your leaders and employees gives you successful business results. Teach your leaders the tools to garner employee support for company goals and business decisions. Give your sales team an edge to influence customer purchases and outperform the competition. Help your service teams encourage customer buy-in for resolving problems. Develop a culture that supports storytelling as a...

Communicating effectively is critical to accomplishing goals in our personal and professional lives. No doubt, you've met people who 'know it all' and some with expertise to share, but never speak up. How many times have you been completely misunderstood by others and/or misunderstood their message? Numerous factors affect our ability to connect with each other. This lesson focuses on those things we can control for more productive co...

Simple to complex customer service responsibilities have shifted to company chat agents. Help your team gain the skills required to be effective in this new paradigm. Teach the core elements of an effective chat communication that quickly and adeptly responds to customer needs. Increase positive customer reviews by building your team's chat proficiency.This trainer guide provides tips and pointers to deliver an engaging chat agent training session with rea...