Creating a Culture of Internal, External and Eternal Customer Service
Friday, April 13, 2018 / Asheville NC
Providing the highest level of customer service is critical to the profit and success of an organization. This workshop will teach participants the eight commandments of customer care,then how to apply those principles to their own organizations and how to take their interpersonal skills to the next level.
Communication, Consensus, and Challenging Conversations – Workshop for Academic Department
January 4-5, 2018 / WCU at Biltmore Park
There will be an evening of networking on January 4 followed by a one-day workshop on January 5. This workshop will engage department heads and chairs in activities designed to increase self-awareness of leadership and communication styles, better recognize the communication needs of others, and develop effective strategies for engaging in difficult dialogues. Participants will explore the impact of their DiSC® profiles, practice giving effective feedback using the SBI Feedback tool, and leave the workshop with strategies to employ back in their home departments. A lunchtime panel discussion will highlight different pathways and possibilities post-department head.
Experience is a Terrible Thing to Waste: Mentoring Today's Workforce
Friday, March 15, 2018 / Biltmore Park, Asheville
For the first time in modern history, we have five distinct generations in the workforce, each with their own expectations, goals, strengths, and challenges. Mentoring is more than just the transfer of knowledge; it’s a two-way give-and-take that benefits the protégé and mentor alike. With this workshop, participants will be able to better understand and appreciate the value of mentor programs, differentiate generational needs and trends, identify the various types of mentoring strategies, and more. SHRM PDC credits are available for completion of this workshop.
This Train-the-trainer Customer Service Certificate Program is designed to help businesses incorporate an in-house training program that will empower managers and supervisors to effectively train staff at a variety of different times throughout the year. Once managers become trainers in the art of customer service, they can cater the program to include the special nuances that enhance how you deliver your product and/or service. By learning the content, practicing the presentation, and then training employees to use the Eight Commandments of Customer service, managers and supervisors will continue to reinforce five-star service.
EMPLOYMENT LAW “HORROR STORIES” FOR HALLOWEEN: AVOID BECOMING ONE!
In keeping with the eerie timing of the workshop, Jon Yarbrough will present a session detailing “horror stories” from the current interpretations of employment law. Small businesses, large businesses, and non-profit organizations are fertile grounds for these horror stories. You can help your company avoid these nightmares by learning more about specific legal issues and real workplace case studies.
It's critical that owners, managers, and human resources professionals are aware of updates related to ADA, FMLA and Worker's Comp Regulations. In this half-day workshop, Attorney Jonathan Yarbrough will discuss the organizations' responsibilities and obligations, and how there is a regulation triangle surrounding these laws. Employers and HR Professionals will learn more about how to track injuries, determine injury/health condition classifications, how to handle the return to work, and how to make accommodations that meet the requirements of the law.
PROFILING FOR PROFIT: WHAT CROSSED ARMS DON'T TELL YOU
This workshop is designed to educate real estate and sales professionals on how to look for the nuances of body language and interpret what the prospect's body is saying when having a conversation. In this four-hour workshop participants will learn how to read the 'nuances' of body language and what those readings really mean. We will have you partake in actual situations where you will perform in both salesperson and prospect scenarios.
CRISIS COMMUNICATION PLANNING AND RESPONSE: HOW TO COMMUNICATE BEFORE, DURING AND
AFTER A CRISIS
Is your organization ready to communicate when your worst nightmare becomes a reality? In this hands-on, participatory workshop, attendees will explore key principles of effective crisis communication, the leadership imperative (obligations and opportunities), the elements of the Crisis Communication Plan (CCP), suggestions for monitoring and managing social media during a crisis, and more. Attendees will receive a digital template for a basic CCP, and will have the opportunity to begin drafting elements of the plan during the workshop.