Effective customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep loyal customers. The objective of this customer service training course is to help employees handle customer complaints and difficult customers successfully. At the end of this training course trainees will be able to view customer complaints as opportunities, identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Data Interpretation & Analysis- Got Numbers? Got Answers?
This course teaches the basic skills & techniques of gathering, presenting & interpreting data for decision making, analyzing performance & continuous improvement of processes.The benefits of the course are a sound grounding of using Excel for day to day analysis of data. Many advanced concepts and features of Excel are highlighted for the students.Learn how to conduct surveys, collect data, and get to know the best practices in data collection, analysis and decision making.The key feature is the number of exercises and real life examples used in this course. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Effective Business Writing introduces students to the basics of writing effective business letters, memos, and brief informal reports. Lessons will include the development of common formats as well as the practice of appropriate tone, etiquette, and style as dictated by the particular goals of the various business documents. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This course is designed to assist students in securing employment. This communication-based course helps develop an awareness of personal and academic skills as they relate to the job seeking process. Topics of study include personal and skill assessments, research of employment sources, completion of application forms, formation of professional resumes, composition of various business letters, interviewing skills, and job offer evaluation. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Course Fee: $225
Material Fee: $125
5:00 PM - 7:00 PM
Joppa Hall, Rm. 024
Enhancing Established Teams/Strategies for Team Development
With business and industry focusing more and more on team participation to meet quality standards, the ability of teams to work effectively is critical to success. In order for intact teams to develop successfully and become productive, members must have a solid understanding of their team’s group processes. This training program helps team members assess their styles of interaction as well as their level of team development. These are key assessments that established teams need to consider before they can achieve maximum productivity. Senior adult and tuition waivers apply. Transcript available.
A skilled facilitator enables a group to deal with a problem or develop a plan for delivering results in less time than it would take without this professional's expertise. This course will teach participants how to act as facilitators who can draw out and process audience input for the purpose of moving a discussion forward. Participants will learn how to recognize group dynamics and motivations through dialogue, feedback, and consensus building. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Introduction to principles and skills of effective communication between individuals. Study of verbal and non-verbal channels, person perception, conflict resolution, listening and communication barriers. Individual and small group activities. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This training covers an introduction to the terminology, tools, and methods of the Lean Six Sigma methodology for front-line staff/supervisors that will support improvement projects in your organization (not necessarily a pre-requisite for Green Belt level training). This training uses quizzes, structured presentations and hands on exercises to reinforce the tools and concepts taught in order to cultivate a strong foundation for the Lean Six Sigma methodology within your organization. Senior adult and tuition waivers apply. Transcript available.
Course Fee: $89
Material Fee: $19
Mon., Wed., Fri.
11:30 AM - 1:30 PM
Edgewood Hall, Rm. 166
Making Meetings Work: How to Plan, Organize, Conduct Productive Meetings
While most of us spend a great deal of time preparing for the work we do, we spend almost no time learning how to attend or conduct all of the meetings that accompany the process of getting our work done. In this program, participants will learn how to plan, organize, and conduct productive meetings, including steps for preparation of a meeting, developing an agenda, encouraging participation, handling counterproductive behaviors, and planning action for follow-up. Senior adult and tuition waivers apply. Transcript available.
This course teaches you the all-important skills that will help you deal with dozens of top priorities. Filled with practical how-to strategies, this time-management training will ensure that you stop wasting time and get the clock working for you instead of against you; take control of your multiple projects, even when they're all top priorities; handle with ease all of the unexpected demands and unplanned situations that destroy the most careful scheduling; stay cool, calm, and collected when the pressure is overwhelming and stress threatens your effectiveness.
Senior adult and disabled retiree tuition waivers apply. Transcript available.
Attending this 35-hour comprehensive course will provide you with what you need to know to pass the Project Management Institute’s PMP® or CAPM® Certification Exam. At the conclusion of the course, you will be able to understand the concepts and vocabulary of project management from the perspective of the PMBOK® Guide - Fifth Edition. Additional topics include defining the roles of key project stakeholders; creating a WBS and describing its value as an essential document used in project planning; explaining earned value analysis; and performing earned value calculations. The course is taught by a PMI Registered Education Provider (PMI R.E.P.) The provider has been approved by PMI to issue professional development units (PDUs) for the course. Senior adult and disabled retiree tuition waivers apply. Transcript available.
If you are interested in developing a better corporate climate, this course is for you. You will learn how to interpret mission statements and goals, and determine how well they are being met. Discussions will also include how to assess an organization's culture dynamics, management styles, power bases and political behavior, and how conflict and change may actually help better align staff with the vision and direction of an organization. Senior adult and disabled retiree tuition waivers apply. Transcript available.