CCN Learning Catalogue 2013 by Customer Care News

Course Catalogue 2013

CCN Learning Resources

Enhance Solutions to Improve Customer Service

Table Ta b l e o f C o n t eofn Contents ts

Table of Contents

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Leaders, Managers, Supervisors Managing Multiple Generations

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Problem Solving & Decision Making

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Managers to Leaders

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Leading During Times of Change

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Resilient Leadership

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Facilitation Skills

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Communication Skills for Leaders

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Coaching Skills for Leaders

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Winning the Talent War

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Keys to Effective Supervision

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Time Management

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Adjusting to Stress & Change

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Communication Skills

Staff

CCN Learning Resources

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Table Ta b l e o f C o n t eofn Contents ts Management & Staff Wowing the Customer

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Emotional Intelligence

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Team Communication

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Working Together as a Team

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Deterring Workplace Violence

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Telephone Answering Skills

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Valuing Diversity & Inclusion

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Collaborative Negotiation

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Dealing with Difficult Customers

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Effective Meeting Management

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Deterring Sexual Harassment in the workplace

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You, Inc. Create Your Personal Brand

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Conflict Management

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Keys to Effective Delegation

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Influencing for Trust & Success

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Team Makeover; Restoring Team Functioning

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Power Listening

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Create a Motivation Environment

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MBTI or DISC Assessment

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Difficult Conversations

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Healthcare Customer (Patient) Focus

CCN Learning Resources

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Managing Multiple Generations Duration: 8 Hours Course Description: There are currently four generations operating in today’s workforce. Contemporary managers and leaders must juggle both the needs of the organization, with the varying strengths and weaknesses of generational groups. This course provides communication, motivation, engagement, and management tools and techniques designed to leverage the leaders’ strengths in effectively managing each generation.

This course is based upon active learning, with rich, interactive exercises and applied experiences.

Learning Objectives: At the end of this course, participants will be able to: 

Recognize differences between the four generations represented in today’s workforce

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Identify main motivational drivers for each generation

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Determine specific communication, motivation, and engagement strategies for each group

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Apply different management approaches

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Use leadership skills to manage each generation

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Develop an action plan for bridging the generation gaps

Outcome: Improved leader to employee interaction resulting in higher workforce retention, enhanced recruitment, and improved talent management.

CCN Learning Resources

Special attention is paid to developing strategies designed to increase productivity through harnessing the power and special attributes of each group.

Problem Solving & Decision Making Duration: 8 - 16 Hours Course Description: Successful organizations recognize that organization-wide critical thinking, and creative solutions to problems can significantly drive overall business success. This course provides a model and framework for a clear and consistent problem-solving and decision-making process. Participants apply this model and are introduced to multiple strategies, tools, and techniques to add to their problem-solving toolkit.

Learning Objectives: At the end of this course, participants will be able to: 

Define a problem

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Apply a seven (7) step problem solving model

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Apply a decision making model

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Recognize the difference between a problem and a decision

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Identify problem solving styles

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Identify personal and team roadblocks to success

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Develop action plans

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Practice with problem solving and decision making tools

Outcome: Improved ability to define and solve the “right” problem resulting in increased efficiency, and streamlined and consistent problem solving and decision making across the enterprise.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, applied experiences, and business-related case studies. Participants will also apply the problem-solving and decision making methodology to company work-related problems.

Managers to Leaders Duration: 4-8 Hours Course Description: Managers manage; leaders inspire and motivate. This course focuses on the differences between managing and leading while maintaining consistency in all areas of business operations. Team building, communication, leadership style, and fostering a positive work environment are addressed. Emphasis is placed upon building a variety of leadership skills. This course is based upon active learning, with rich, interactive teambased exercises, and applied experiences.

At the end of this course, participants will be able to: 

Identify the differences between managers and leaders

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Identify team leadership styles

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Explore leader behavior

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Recognize the elements of building positive relationships

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Discover what motivates people, and how to create a motivating climate

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Identify levels of trust

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Explore and understand common approaches to discipline

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Practice a non-punitive approach to dealing with negative behavior

Outcome: Enhanced leaderships skills resulting in improved departmental functioning, communication, and team interpersonal relationships.

CCN Learning Resources

Learning Objectives:

Leading During Times of Change Duration: 8 Hours Course Description: Change is a strategic imperative in today’s businesses, and leaders play a critical role in organization change planning and implementation. During times of change, employees look to leaders to effectively manage people, processes and culture in alignment with business strategy. This program is designed to equip leaders with the strategies, skills, and techniques needed to manage change while creating a climate of trust and open communication.

Learning Objectives: At the end of this course, participants will be able to: 

Analyze the process of change

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Identify changes taking place in the organization

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Effectively manage the change process

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Recognize and manage reactions to change (self, employees)

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Recognize the psychological issues associated with change

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Apply powerful communication strategies

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Identify levels of trust

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Master techniques to help employees deal with negative reactions to change

Outcome: Enhanced leaderships skills resulting in open communication, and the creation of a positive vision of a change altered workplace. These skills may serve to streamline an accelerated acceptance and adoption of business critical change.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Resilient Leadership Duration: 8 Hours Course Description: The Harvard Business Review, stated in a recent article: “More than education, more than experience, more than training, a person’s level of resilience will determine who succeeds and who fails.” In a constantly changing workplace, resilience is defined as how well everyday job pressures are perceived and managed, and obstacles overcome. This program focuses on building skills to strengthen resiliency in the workplace.

Learning Objectives: At the end of this course, participants will be able to: 

Identify forces of enterprise-wide change, stress, and resiliency

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Master new skills and techniques to strengthen resiliency

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Recognize change as a natural force in organizations

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Assess personal resiliency quotients

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Identify reasons why people resist change

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Examine five (5) features of a resilient organization

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Create a flexible, open, work environment

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Effectively manage the change process

Outcome: Increased personal and organizational resiliency resulting in improved ability to manage and embrace changes connected to overall business strategy.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. A resiliency assessment is provided.

Facilitation Skills Duration: 8 -12 Hours Course Description: Efficient and effective group facilitation is an important part of leading teams developing critical business solutions. Facilitators help people communicate and work together through a structured, open framework. Participants gain an understanding of group dynamics, group process, and facilitator intervention strategies to maximize the group’s creative potential. This program is designed to equip managers, leaders, and/or trainers with a three-step facilitation process to enhance meeting productivity.

Learning Objectives: At the end of this course, participants will be able to: 

Identify the differences between a team leader, presenter, and facilitator

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Define the roles and responsibilities of a facilitator

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Apply a three (3) step facilitation process

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Recognize the power of group dynamics and group processes

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Identify strategies to deal with resistant people

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Identify blockers common to group communication and interaction

Outcome: Enhanced facilitation skills resulting in more effective and efficient group and meeting management. Facilitators drive business success by helping groups charged with information gathering, ideation, planning, and decision making.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. The twelve (12) hour option includes videotaping and feedback.

Communication Skills for Leaders Duration: 8 Hours Course Description: The challenges in contemporary organizations require leaders to excel in communication. Basic communication skills are insufficient for working with customers, and leading individuals and teams to optimal performance. This program is designed to equip leaders with the higher level skills and techniques necessary to initiate and sustain an open, interactive, and productive workplace.

Learning Objectives: At the end of this course, participants will be able to: 

Describe the verbal and written communication process

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Identify and avoid communication blockers

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Avoid manipulation by people with other communication styles

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Apply several communication choices

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Master techniques of asking questions, respectful listening, and empathetic responding

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Follow a specific communication model

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Create an open, interactive workplace climate

Outcome: Enhanced leader communication skills resulting in higher levels of enterprise interactivity, team communication, customer satisfaction, and streamlined productivity.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Coaching Skills for Leaders Duration: 8 Hours Course Description: Employee engagement, motivation, and performance management are critical drivers in high performing organizations. Today’s leaders are responsible for achieving corporate objectives by motivating their associates to work at the greatest efficiency, while promoting personal growth. This program is designed to equip leaders with the essential coaching skills necessary to create a positive environment fostering optimal performance.

Learning Objectives At the end of this course, participants will be able to: 

Establish an environment for being both “directive”, and compassionate in order to bring out the best in people

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Help people through critical learning opportunities

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Create an environment for open, risk-free communication

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Develop listening strategies and skills

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Navigate effectively in difficult or uncomfortable conversations

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Apply a variety of communication strategies

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Identify different types of coaching

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Discover how preference styles affect the coaching relationship

Outcome: Enhanced ability to develop people to a new level of excellence, while producing exceptional outcomes - resulting in higher productivity, talent retention and attraction.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

W i n n i n g t h e Ta l e n t W a r Duration: 8 Hours

Course Description: Employee retention, especially of the best, most desirable employees, is a key challenge in organizations today. Employee involvement, recognition, advancement, development, and pay based on performance are all essential elements in retaining great producers. This program is designed to provide managers with the knowledge and skills needed to create and maintain a high performing organization through retention strategies.

Learning Objectives At the end of this course, participants will be able to: 

Identify why employees leave a company

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Recognize a variety of strategies to create a motivating climate

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Identify strategies to engage employees

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Compare and contrast generational differences

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Identify reasons why people stay with a company

Outcome: Enhanced ability to create a positive work environment for motivating and engaging valued employees resulting in higher employee retention, and productivity.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Keys to Effective Supervision Duration: 8 Hours Course Description: The quality of the supervision an employee receives is critical to employee retention, development, and productivity. People leave managers and supervisors more often than they leave companies or jobs. Ineffective supervision can cost the company resources, time, and talent. This program is designed to provide supervisors with the knowledge and skills necessary to successful supervise.

Learning Objectives At the end of this course, participants will be able to: 

Discover how leadership relates to human behavior

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Identify a personal leadership style

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Examine blockers that may hinder supervisory strategies

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Explore different management styles

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Describe different styles of interaction

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Build trust

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Delegate effectively

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Identify what people need and want from their jobs

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Apply supervisory strategies and techniques

Outcome: Enhanced ability to supervise employees resulting in a positive workplace climate, increased productivity, employee engagement, motivation, and retention.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Time Management Duration: 4 - 8 Hours Course Description: In the business world, “time” is one of the most important assets, yet many businesses fail to keep up with, or realize the “time factor.” It is critical for organizations and individuals to operate within a systematic time management framework for greater efficiency and productivity. Special attention is paid to initiating and maintaining 21st century time management strategies designed to maximize resources and improve productivity.

Learning Objectives: At the end of this course, participants will be able to: 

Recognize the importance of time management

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Apply a variety of time management tools (including those provided by social media) in the workplace and at home

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Identify barriers to time management

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Recognize, and manage procrastination behaviors

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Create a framework for managing time effectively

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Develop action plans for implementation

Outcome: Enhanced ability to manage time more effectively resulting in higher productivity, and overall efficiency.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Adjusting to Stress & Change Duration: 4 Hours Course Description: The saying “the only constant in life is change” is extremely relevant to today’s fast-paced organizations. Change is often mandated, and staff are called upon to implement changes that originate elsewhere. While change is inevitable, controlling the stress associated with change can be managed. This program focuses on developing the skills to effectively deal with the challenges of workplace change.

Learning Objectives At the end of this course, participants will be able to: 

Discover how stress is a natural byproduct of change

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Determine causes of stress during change

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Identify reasons people resist change

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Identify points of control in the midst of chaos

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Provide and receive team support

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Integrate stress reduction strategies in the workplace

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Apply practical ways to optimize health during stressful times

Outcome: Enhanced ability to identify, practice and apply strategies for controlling the response to change. This may result in higher productivity, less absenteeism, and improved individual and workplace health.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Communication Skills Duration: 8 Hours Course Description: The challenges in contemporary organizations require workers to excel in communication. Basic communication skills are insufficient for working with customers, teams, and individuals. This program is designed to equip workers with the higher level skills and techniques necessary to initiate and sustain an open, interactive, and productive workplace.

Learning Objectives: At the end of this course, participants will be able to: 

Describe the verbal and written communication process



Identify and avoid communication blockers



Avoid manipulation by people with other communication styles



Apply several communication choices



Master techniques of asking questions, respectful listening, and empathetic responding

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Follow a specific communication model

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Communicate with different levels in the organization

Outcome: Enhanced communication skills resulting in higher levels of individual and team interactivity, consistent messaging, and productivity.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Wowing the Customer Duration: 8 Hours Course Description: Great customer service is the lifeblood of any organization. This highly interactive course focuses on the role of exceptional customer service in driving organizational success. Emphasis is placed on how attitude, communication, and behavior impact customer satisfaction. This course is based upon active learning, with rich, interactive exercises and experiences.

At the end of this course, participants will be able to: 

Recognize the value of consistently delivering exceptional customer service

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Define the characteristics of high quality customer service

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Identify customer service “busters” and how they affect the entire organization

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Avoid being “hooked” by difficult customers

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Practice skills and techniques designed to manage the difficult customer

CCN Learning Resources

Learning Objectives:

Emotional Intelligence Duration: 8 Hours Course Description: Research has shown that Emotional Intelligence (EI) contributes more to a person’s success in life than raw intelligence (IQ). Leaders and employees with a high EI are the ones who make the best decisions, manage people more effectively and contribute most to the overall success of the organization. Emphasis is placed on the development of specific skills that strengthen EI.

Learning Objectives: At the end of this course, participants will be able to: 

Define emotional intelligence (EI)

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Recognize the role of EI in the workplace

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Describe an EI model

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Build an intuitive muscle

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Better manage emotions

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Improve social awareness

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Practice and enhance social and empathy skills

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Listen and respond with empathy

Outcome: Improved and enhanced Emotional Intelligence resulting in increased customer satisfaction, relationships, retention, and improved internal employee interactions.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises and applied experiences.

Te a m C o m m u n i c a t i o n Duration: 8 - 16 Hours Course Description: Excellent team communication helps drive overall business success through enhanced communication with team members, management, and customers. This course focuses on the fundamentals of team building and team communication. Issues such as personality preference styles, group synergy, attitude, perception, trust, and competition are examined, as well as strategies for optimum team communication.

This course is based upon active learning, with rich, interactive exercises, applied experiences, and an action planning component.

Learning Objectives: At the end of this course, participants will be able to: 

Identify personality preference styles

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Identify team strength and weaknesses

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Recognize barriers to team communication

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Identify ways to create a positive team attitude

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Initiate action plans for improvement

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Apply team communication strategies and techniques

Outcome: Improved team ability to communicate across the enterprise, and with customers, resulting in a clear and consistent message. This consistency helps enhance relationships and increases efficiency.

CCN Learning Resources

Special attention is paid to common blockers that hinder people from working and communicating well together.

Wo r k i n g To g e t h e r

a s a Te a m

Duration: 8 - 16 Hours

Course Description: Working in teams is a critical piece of the culture in contemporary organizations. Highly functioning teams are more efficient, more productive, and enjoy higher levels of success. This course focuses on the fundamentals of team building. Issues such as personality preference styles, group synergy, attitude, perception, trust, and competition are examined, as well as strategies for improving team functioning.

This course is based upon active learning, with rich, interactive teambased exercises, applied experiences and an action planning component.

Learning Objectives: At the end of this course, participants will be able to: 

Identify the characteristics of good team players

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Identify personality preference styles

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Demonstrate how preferences affect teams and the work environment

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Describe how highly functioning teams can increase productivity and efficiency

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Apply team communication strategies and techniques

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Recognize barriers to teamwork

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Identify ways to create a positive team attitude

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Initiate action plans for improvement

Outcome: Improved team ability to work efficiently, and effectively resulting in better interpersonal relationships, and overall productivity.

CCN Learning Resources

Special attention is paid to common blockers that hinder people from working well together.

Deterring Workplace Violence Duration: 8 Hours Course Description: Workplace violence can significantly disrupt an organization’s mission, as well as seriously impact employee morale and feelings of safety and security. Diffusing or preventing violence is essential in preserving the stability of an organization. This program is designed to equip managers, leaders, and/or workers with skills and techniques that will help diffuse potentially violent situations, and manage the negative behavior of the individual(s) involved.

Learning Objectives: At the end of this course, participants will be able to: 

Analyze the link between stress and workplace violence

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Identify reasons for increased negativity in the workplace

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Discover the dynamics of a difficult person

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Identify three (3) forms of effective interaction

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Apply several communication choices

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Diffuse potentially aggressive, and/or aggressive behavior

Outcome: Enhanced coping skills resulting in effectively managed violent and/or aggressive behavior. These skills can help ensure a safe, and secure workplace.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Te l e p h o n e A n s w e r i n g S k i l l s w o r k p l a c e Duration: 8 Hours Course Description: Telephone answering skills are business critical. A customer’s first, and continuing impression can be positive or negative based upon how the phone is answered. This program is designed to equip employees with skills and techniques necessary to provide exceptional customer service through the medium of the telephone.

Learning Objectives: At the end of this course, participants will be able to: 

Recognize the importance of excellent customer service

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Identify blockers that hinder exceptional answering skills

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Follow a specific CARE model for answering the phone

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Identify and manage three (3) types of difficult callers

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Apply six (6) critical steps in closing a conversation

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Differentiate between open and closed questions

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Apply techniques for transferring, taking messages, and placing the caller on hold

Outcome: Enhanced telephone answering skills resulting in exceptional customer service, satisfaction, and sales.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Evaluation of current phone skills is also available.

Va l u i n g D i v e r s i t y & Inclusion Duration: 4 Hours Course Description: Diversity and inclusion are important pieces of an organization’s business strategy. Today’s businesses are part of the larger global business community, and workplace diversity can drive both competitive advantage and personal growth. Increasing knowledge of diversity can foster greater cultural awareness as well as tap in to the strengths and talents of the entire workforce.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Learning Objectives At the end of this course, participants will be able to: 

Define diversity

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Identify the components of a diverse workforce

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Recognize diversity challenges

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Reflect on personal awareness of cultural diversity

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Apply a four (4) step model to effectively communicate in diversitydriven situations

Outcome: Enhanced diversity and inclusion strategies and techniques resulting in improved leadership skills, greater teamwork efforts, and improved workplace staffing. These abilities may help drive competitive advantage in the global business community.

CCN Learning Resources

This program focuses on developing the ability to embrace diversity, and effectively assess and respond to diversity-driven situations.

Collaborative Negotiation Duration: 8 Hours Course Description: Organizational efficiency and performance is enhanced through solid collaborative negotiation skills. Whether working with customers, or with internal staff, effective negotiation skills can improve communication, reduce conflict and drive business solutions. This program focuses on developing the ability to negotiate to “win-win” solutions through a collaborative approach. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

At the end of this course, participants will be able to: 

Identify negotiation styles (personal and team)

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Recognize “negotiation busters” that can hinder the collaborative process

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Differentiate between wants and needs

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Recognize the importance of preparing for the “what-ifs”

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Create the mindset of a negotiator

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Recognize the elements of conflict in the negotiation process

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Apply a four-step collaborative model

Outcome: Enhanced collaborative negotiation skills resulting in improved communication, and increased ability to drive “win-win” solutions within teams and with external customers.

CCN Learning Resources

Learning Objectives

Dealing with Difficult Customers Duration: 8 Hours Course Description: The ability to deal with customer conflict, and difficult customers is critical in today’s businesses. Exceptional customer service increases sales, builds great relationships, and protects the company’s brand. Research also indicates that successfully dealing with a difficult client or customer to their satisfaction promotes greater loyalty to the company. This program focuses on developing the skills to effectively deal with the challenges of difficult customers.

Learning Objectives At the end of this course, participants will be able to: 

Identify points of customer frustration

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Identify types of difficult customers

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Diffuse anger and keep communication lines open

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Positively deal with manipulative behavior

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Apply communication skills that enhance customer service

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Maintain a positive attitude during stressful conversations

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Master techniques to prevent difficult situations

Outcome: Enhanced ability to provide exceptional customer service, and manage difficult customers. This ability may lead to greater customer satisfaction, sales, and customer loyalty.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Effective Meeting Management Duration: 4-8 Hours Course Description: Effective meetings can save companies money, and/or drive positive outcomes. Ineffective meetings squander resources, waste valuable time, and prolong the ability to provide positive business solutions. This program focuses on developing the skills to effectively hold, implement, and close successful meetings.

Learning Objectives At the end of this course, participants will be able to: 

Identify meeting objectives and desired outcomes

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Create a comprehensive, objective-driven agenda

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Recognize different roles and responsibilities

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Facilitate the meeting and keep it on track

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Manage difficult team members

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Capture action items and off-topic concerns

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Gather ideas and information

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Facilitate effective decision-making

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Close the meeting with action items

Outcome: Enhanced ability to participate in, and/or lead effective meetings resulting in optimal time and resource use, higher productivity, and increased return on investment.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Participants will plan and hold a meeting during the session.

Deterring Sexual Harassment in t h e W o r k p l a c e Duration:

2-4 Hours

Course Description: Sexual Harassment (prevention) training is an important element of an organization’s overall human resource initiative. This training helps managers follow practical guidelines to prevent sexual harassment within the corporate culture, provide a safe and positive workplace, and reduce potential legal claims.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Learning Objectives At the end of this course, participants will be able to: 

Recognize the legal definition of sexual harassment

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Differentiate between situations that satisfy the legal definition, and those that do not

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Identify reactions to sexual harassment

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Apply strategies and techniques to prevent sexual harassment

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Help employees make good choices

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Create a respectful workforce

Outcome: Enhanced ability to create a positive, diverse workforce environment, resulting in positive relationships, fewer incidences and legal claims.

CCN Learning Resources

This program is designed to equip managers with strategies and techniques for creating a culture where sexual harassment is prevented, or managed according to guidelines.

Yo u , I n c . C r e a t e Yo u r P e r s o n a l B r a n d Duration: 8 Hours Course Description: A personal brand is a critical component to reputation both in the workplace and in social media networks. Personal branding is the way people market themselves to others, and can help increase positive visibility, and advance career goals. This program focuses on skills needed to create and maintain a clear, consistent personal brand. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

At the end of this course, participants will be able to: 

Recognize the importance of brand creation

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Identify the benefits of a successful brand

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Avoid obstacles that may hinder the “re-branding” process

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Use a BRAND model to create a personal brand

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Link the importance of high emotional intelligence to branding

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Recognize how perception creates reality

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Create ways to successfully present and promote a personal brand

Outcome: Creation and maintenance of a personal, career-oriented brand resulting in increased visibility, advanced career mobility, and consistent messaging.

CCN Learning Resources

Learning Objectives

Conflict Management Duration: 8 Hours

Negative conflict, in a business setting, can be expensive, counter-productive, Course Description: time consuming, and labor intensive. Constructive conflict can bring about new ideas and problem solving methods. This program focuses on providing the skills necessary to manage negative conflict and promote positive working relationships. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

At the end of this course, participants will be able to: 

Recognize how and why conflict exists

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Realize conflict represents differences in opinions and beliefs

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Identify personal conflict resolution styles

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Identify blockers that hinder the resolution process

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Demonstrate a five (5) step collaborative process

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Manage emotions

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Take the perspective of others

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Deal with negativity

Outcome: Enhanced ability to resolve workplace conflicts resulting in less hostility, fewer disputes, and higher productivity.

CCN Learning Resources

Learning Objectives

Keys to Effective Delegation Duration: 4 Hours Course Description: The art of delegation is an effective means of developing employees, and a key to organizational prosperity. Assigning authority, while retaining accountability is key to maximizing resources and advancing business strategy. This program is designed to provide managers with the knowledge and skills necessary to apply delegation strategies, and engage and develop employees. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

At the end of this course, participants will be able to: 

Define delegation

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Assess current level of delegation skills



Identify the benefits of powerful delegation strategies

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Identify personal barriers to delegation

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Determine what to delegate, and what to keep

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Define responsibility, authority, and accountability

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Plan and conduct a delegation meeting

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Identify the four (4) steps to effective delegation

Outcome: Enhanced ability to delegate tasks while retaining accountability, resulting in optimal time usage, and employee empowerment and engagement.

CCN Learning Resources

Learning Objectives

I nf l u en c i n g fo r Tr u st & Success Duration: 4-8 Hours Course Description: The ability to influence and persuade clients, colleagues and managers can lead to idea adoption, customer sales, and career advancement. This program is designed to equip workers with the higher level skills and techniques necessary to earn trust, and influence others. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

At the end of this course, participants will be able to: 

Recognize how behavior impacts the ability to trust



Identify organizational and individual wants and needs



Identify personal communication styles



Apply communication strategies



Avoid communication blockers



Develop effective listening skills



Use a framework for questions



Build trust and constructive relationships



Adopt persuasive techniques

Outcome: Enhanced ability to earn trust, and influence all levels of the organization resulting in improved powers of persuasion, and potentially accelerated career advancement.

CCN Learning Resources

Learning Objectives:

Te a m M a k e o v e r : R e s t o r i n g Te a m F u n c t i o n i n g Duration: 4 - 8 Hours Course Description: A team’s success is directly linked to the efforts of individual players and how well those players get along and work with each other. This program focuses on how to capitalize on strengths, and not allow differences to stand in the way of success. This course is based upon active learning, with rich, interactive exercises, case studies, applied experiences, and an action planning component.

At the end of this course, participants will be able to: 

Identify personality preference styles and their importance in team processes

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Identify a team’s strengths and weaknesses

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Recognize the importance of team attitude

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Create an action plan for improvement using company areas of concern

Outcome: Enhanced team building and maintenance, resulting in higher functioning teams and increased productivity.

CCN Learning Resources

Learning Objectives:

Power Listening Duration: 4 Hours Course Description: Exceptional communication is key to business success, and the importance of listening in the communication process is enormous. The ability to speak well, and write well are necessary components in successful communication. The ability to listen is equally as important. Poor listening skills can result in miscommunication, costly misunderstandings, and prolonged solution implementation.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Learning Objectives: At the end of this course, participants will be able to: 

Identify three (3) levels of listening

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Strengthen listening skills and habits

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Recognize barriers to good listening

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Respond appropriately to non-verbal messages

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Listen and respond empathically

Outcome: Enhanced ability to actively listen, send, and receive business critical messages resulting in improved and streamlined communication across the enterprise.

CCN Learning Resources

This program focuses on strategies designed to ensure business critical messages are accurately sent and received through the power of active listening.

Create a Motivating Environment Duration: 4 Hours Course Description: The key to leadership success is motivating others to do their best in achieving business goals, and motivation is the force that transforms people to be productive. Maximizing employee’s motivation is vital to successfully accomplish the organization’s targets and objectives. Motivated employees have higher productivity, morale, self-esteem, and organization/team loyalty. This program focuses on strategies for leaders to create and maintain a motivating environment.

Learning Objectives: At the end of this course, participants will be able to: 

Recognize the importance of a motivating environment

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Distinguish between intrinsic and extrinsic motivation

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Explore reasons why many workplaces focus on extrinsic motivators

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Determine if money is a motivator

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Apply motivation strategies to the workplace

Outcome: Enhanced leader ability to motivate employees to achieve corporate objectives, resulting in higher productivity, morale, and loyalty.

CCN Learning Resources

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

MBTI or DISC Assessment Duration: 4 - 8 Hours Course Description: Both the Myers Briggs Inventory (personality) and the DISC Assessment (behavior) measure psychological preferences in how people perceive the world and make decisions. These assessments help individuals and teams understand how their preferences affect personal, interpersonal, team, and organizational effectiveness. Companies may select the most appropriate assessment for their groups.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Learning Objectives: At the end of this course, participants will be able to: 

Identify and interpret either Myers Briggs or DISC preferences

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Determine and analyze responses to team challenges

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Maximize individual and team effectiveness

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Discover how unique preferences allow team members to make distinct contributions to the team

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Identify ways to solve conflict more effectively using preferences

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Develop a strategy to build team appreciation and productivity

Outcome: Enhanced ability to work effectively in teams, and within the greater organization, resulting in higher productivity, efficiency and morale.

CCN Learning Resources

This program is designed to equip individuals and teams with a greater understanding of the impact of personality and behavior within organizations.

Difficult Conversations Duration: 8 Hours Course Description: Leaders get things done through others; they are charged with prioritizing tasks, developing growth strategies, and delegating responsibilities. The most effective leaders also know how to have the difficult conversations that help drive business objectives, guide individuals and teams toward greater productivity, and provide a motivating climate.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

Learning Objectives: At the end of this course, participants will be able to: 

Set the stage for safe, risk-free discussions

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Recognize blockers that may hinder having a healthy discussion

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Listen actively and empathically

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Recognize key non-verbal messages and body cues

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Master a six (6) step process for having difficult conversations

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Control and hostile discussions

Outcome: Enhanced ability to accomplish business objectives by initiating healthy, yet difficult conversations resulting in greater employee productivity, career advancement, and stress reduction.

CCN Learning Resources

This program is designed to equip leaders with the skills necessary to have difficult, yet productive conversations in order to accomplish goals and objectives.

Healthcare Customer (Patient) Focus Duration: 4-8 Hours Course Description: Customer focus is the cornerstone of business success. In healthcare, customer (patient) satisfaction is key to maintaining a competitive edge, and the patient-centered approach is also fundamental in providing safe, quality care. This program is designed to equip all levels of healthcare providers with the essential skills necessary to develop and sustain patient satisfaction. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.

At the end of this course, participants will be able to: 

Discover how attitude is the essence of exceptional patient relations

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Apply a four (4) step process in providing excellent customer service

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Identify ways to deal with difficult patients

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Master effective interpersonal communication skills

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Build collaborative environments conducive to great patient relationships

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Apply listening strategies

Outcome: Enhanced ability to develop outstanding patient relationships through exceptional customer service resulting in patient satisfaction, attraction, and retention.

CCN Learning Resources

Learning Objectives