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Coaching Job SkillsUnderstand the what, why and how of coaching. Prepare for coaching sessions. Hold a coaching conversation. Use coaching to build teamwork. It focuses on interpersonal skills, emphasizing communication and improvement of management skills by using behavior modeling. Online management course available.
Understand the importance of framing communication in terms of a manager’s interests. Enter meetings with clear objectives and facts that support plans and goals. Move conversations toward agreement. Online management course available.
A good supervisor understands the role of delegation in time management, resource utilization, job satisfaction and overall team productivity. Establish a team member’s responsibility and authority for a delegated task – creating a framework for accountability and personal growth. Online management course available.
Developing and Coaching Others is about how managers can effectively and successfully develop and coach their team leaders to become better and more consistent performers. The program will help your managers learn the specifics of how they can effectively impact the learning process and coaching moments of their teams to make the difference.
This module provides the tools necessary to dramatically reduce problem behaviors. By involving team members in performance discussions and gaining their commitment to behavioral change, managers and supervisors can turn a potentially negative interaction into a positive developmental step. Leaders develop the skills needed to address problem behavior while preserving the individual’s self-respect. That encourages the best kind of discipline – self-discipline.
Essential Skills of Communicating (ESC) provides the tools necessary to develop clear, concise messages. Focusing on communication as a two-way process, the program can help even experienced managers improve their messages by making them clear, well-organized and aimed at the needs and interests of the listener. By developing the essential skills of communicating, managers improve relations with their team members and increase productivity.
Essential Skills of Leadership (ESL) is the first step to developing successful managers and team leaders. By focusing on three critical management skills, the program establishes a methodology for productive interactions between team members and team leaders. ESL helps experienced managers, new managers, and aspiring managers refocus on the basics – the skills required to manage the individual while also leading the team.
Improving Work Habits
Provides the tools necessary to recognize and to address poor work habits – even those of a team member who may be successful in his or her job. By focusing on the negative behavior and gaining the individual’s acceptance and commitment to change, the manager effectively addresses the issue before it develops into a disciplinary problem for everyone on the team.
Define goals, objectives, and performance standards. Identify and set performance standards that are specific, measurable, attainable, results oriented, and time-framed, using concrete active language. Establish time limits for standards and negotiate for standards that address desired results and team members’ capabilities.
Learn to base assessments on facts and behavior. Use positive feedback to motivate team members. Gain team member participation in and agreement with assessment; and their commitment to the change needed to improve performance.
Managing conflict is a critical part of work life. Recognize the positive and negative impacts of conflicts and leverage it to everyone’s advantage. Distinguish between the two major sources of conflict at work so they can be resolved fairly and effectively. Using effective communication techniques, managers can help individuals understand each other’s point of view and move beyond it.
Understand why change happens, how people react to it, and how to support as teams struggle with it. Involve team in change initiative by promoting ownership of change and benefits. Plan for follow-up sessions that support the process and reinforce personal and organizational goals.
Winning Through Customer Service
The Vital Learning Winning Through Customer Service™ program uses a variety of interactive training methods to target the skills, behaviors and attitudes that have the greatest influence on understanding the customer and providing solutions. Vital Learning’s unique approach allows organizations to customize their customer service training with both classroom and eLearning training. In addition,Winning Through Customer Service identifies the essential behavior/communication styles that will help representatives understand their customers’ individual styles and needs.
Facilitator Training Kit Includes:
Facilitator Guide (3 ring binder)
- Word by Word Script
- Pre and Post Tests
- Internet Bridge
- Memory Card
USB Drive with:
- Introduction followed by a scenario displaying positive use of the skills discussed in the program
- Video segments focusing on modeling positive behaviors for skill practices
- 4-6 Vignettes–Includes both professional and Industrial versions
- PowerPoint Slides
- Reading Lists
- Test Answers
- Certificate of Completion
- Program Evaluation
- Self-Assessment Worksheet
- Action Plan Worksheets
- Announcement Letters
- Approximately 90 pages
- Exercises, forms, skill practice aids, and a video synopsis.
- Job Aids section with tools and resources for applying the skills learned.
- Memory Jogger Card providing a handy reminder of the workshop’s skill points.
- View sample Participant Guide