Professional Development

Act swiftly. Take prompt action to stop the problem getting worse, and take responsibility for dealing with the problem.

•  Act quickly to prevent a crisis from spiraling out of control
•  Communicate with your team and any other appropriate parties
•  Identify in advance whom to contact when a crisis strikes

As the saying goes, “You never get a second chance to make a first impression,” and amazingly, it takes just 6 seconds for the caller to make an impression of your business. If you ‘WOW’ them, you could create a customer for life. But get it wrong, and the customer could hang up the phone for good. This course focuses on seven steps to perfect telephone etiquette, so you can turn every new caller into a lifelong customer.

•  Grow your customer base by using attentive, respectful telephone etiquette
•  Wow potential clients through a timely response and a positive tone
•  Build rapport by knowing how to work the customer’s name into the conversation

Master the art of successful negotiation in both your professional and personal life by establishing clear-cut goals and knowing when to give and when to take. You will start by reviewing the 4 key components needed to successfully negotiate the outcomes for any situation. Then, you will learn how to set yourself up for negotiating success by establishing a game plan and conducting productive discussions. Discover the importance of establishing goals and how creating a little wiggle room within those goals can ultimately deliver a win-win for both parties. Run time: 40 minutes

Don’t expect everyone to behave like their generational stereotypes. Just because you were born in a digital world, it doesn’t mean you’ll be quicker to adopt new technology; and vice-versa. Most people want similar things from work, regardless of their age. Differences are likely to be about stage of life than age. For example, you’re more likely to move jobs more often when you’re establishing your career. Run time: 10 minutes