Public sector employees may not always think of themselves as customer service providers. Becoming Customer Service Stars teaches the skills needed to achieve customer service excellence and explores the impact of interpersonal staff relationships on customer service outcomes. Participants evaluate areas that work and areas that need improvement. The thrust of this course is skill building in the areas of identified weakness. The overall mission of the department is reviewed and the function customer service plays in carrying out the mission is examined. Phone, e-mail, and verbal communication skills are practiced. Participants take home a workbook they can use for future reference and create an Action Plan to transfer the learning in the class to the workplace.

Men and women communicate differently, but differences don’t have to get in the way of productive work relationships. In this course, learners define their own gender’s communication style and gain skills in speaking to the opposite gender. This course teaches strategies and methods for speaking and listening to the opposite sex.

In this advanced customer service skills course, participants are shown that all internal and external contacts are customers: “clients,” line staff, managers, and professional support staff. Emphasis is on communication. Participants focus on changing and monitoring their own behavior and communication patterns to create solution-based problem solving. Heavy emphasis is paid on telephone communication with both internal and external “customers.” In addition, face-to-face de-escalation techniques are taught and practiced. Participants learn how to handle a variety of problems, including angry “clients.” Emphasis is on productive, healthy communication strategies. This is a solutions-focused course.

This course explores the impact of personal value systems, socialization, media, and generational affiliation on individual attitudes about other people. Participants identify historical changes that impact the experience of diversity here in this culture. While there is a discussion of gender, cultural, racial, class, and societal issues, the focus of this discussion is not what one might expect. Difference itself is generally the issue that divides people, more than skin color, cultural background, class, religion, or gender. This course allows participants to engage in a dialogue that leads to greater appreciation and understanding of difference while, at the same time, hones communication skills.

Participants discover how to get in control of their workday by learning both to prioritize and organize. Staff increase their ability to be more productive by using effective “win-win” communication techniques and practicing stress-management techniques for better results at work. The participant Action Plan acts as “follow-through” takeaway resource as does the Getting Control of Your Workday workbook.

This course teaches participants how to understand and cope with rapid change in both their own lives and in the professional environment of Corrections. The focus is on the dynamics of change and resistance to it. Participants learn ways to stay focused and productive and techniques to cope with the fear, loss, and stress that often accompany change. Using the techniques learned, participants are more able to embrace the rapid changes taking place in corrections and their personal lives more proactively.

Writing skills can be a big workplace challenge for non-native English speakers. Improving Writing Skills for Non-Native Speakers reviews the smallest building blocks of written English with focused grammar review and sentence and paragraph construction. Conquer those tricky contractions and possessive nouns! Practice correct usage of prepositional phrases, as well writing concise, complete sentences with appropriate punctuation. Many resources are shared, so the participant leaves with a roadmap to enhancing their learning outside the classroom.

In this course, participants identify their strongest skills and capabilities as well as define their stressors, problem areas, and personal pitfalls. The instructor facilitates participants to develop approaches that improve participant effectiveness at work, within their families, within important relationships, and in all the vital areas of their lives. The training focuses on individualized assessments and personal development content and reflection, ensuring participants know exactly how to capitalize on their current strengths and how to use their best skills to create even more rewarding lives. This is an enlightening and uplifting course, an intangible skill builder, and a gentle and affirming morale booster.

This hands-on course exposes participants to the skills, information, and practice needed to get noticed on the job, be leaders, and do well in interviews. Participants are given the opportunity to evaluate and modify their professional image and determine what professional dress and image choices will most likely get them positive results. Activities are designed to show how professional success and personal happiness are directly linked to self-confidence. In addition, participants learn, review, and practice sound interview skills. They review potential interview questions and practice communicating effectively.