Question 1

Communication Skills

Accepted Answer

Effective communication is the foundation on which companies and careers are built and a crucial component of lasting success.  This class explores techniques that impact relationships with others and the different ways in which developing these skills can make it easier to succeed in the office and beyond.  During this session participants will learn to:
+  Pinpoint personal communication style
+  Understand the various forms of communication
+  Verbal and non-verbal communication
+  Choose words to foster effective communication
+  Identify listening types and practice active listening

Question 2

Communication Styles

Accepted Answer

70% of companies claim poor communication is their main problem. Communication is touted as the top skill employers are looking for in potential hires today.  In order to improve your ability to communicate effectively with others, you must first identify and understand your own dominant communication style. This class includes a self-assessment that helps you identify your personal style.  During this session participants will learn to:
 
Determine their communication style
Recognize the strengths & trouble spots of each style
Identify the communication styles of others and interact effectively
“Flex” your style for more effective communication

Question 3

Hiring and Performance Management for Millennials

Accepted Answer

By 2025, Millennials will comprise 75% of the US Workforce (Forbes, 2016).  The millennial generation isn’t always attracted to an organization by compensation or benefits.  They want a flexible, empowered environment.  They look for organizations with purpose and direction.  Important considerations include time with friends and family, recognition for individual contributions and ongoing feedback.  During this session participants will learn to:
●  Communicate your “why” – your company mission and vision
●  Identify benefits that attract the millennial generation
●  Use social media in attracting and hiring talent
●  Use behavioral interviewing to predict future behavior
●  Motivate employees in the workplace
●  Effectively manage employee performance

Question 4

Customer Service: Service Excellence for Company Team Members

Accepted Answer

Service can make or break the entire customer experience. By building stronger relationships, maintaining your attitude and professionalism in all customer service situations, you and your organization can differentiate yourselves from the competition. During this session you will identify ways to maintain a friendly, low pressure and high service environment that drive customer loyalty.  During this session participants will learn to:
●  Define excellent service, why it’s important, and how it can be adopted company-wide
●  Demonstrate a positive attitude that guests notice
●  Exceed customer expectations
●  Adopt the mindset of customer advocacy
●  Take responsibility for your thoughts, decisions and actions
●  Overcome obstacles to great customer service

*This session can be customized for specific audiences, incorporating real life situations, obstacles, and issues.  Current specific versions include Airport Associates, Airport Restaurant Associates, Car Rental Associates and News and Concession Associates.

Question 5

Conflict Resolution

Accepted Answer

Conflict is an inevitable part of our lives but how we view it and how we deal with it can turn it from being an unpleasant experience into one where we learn and grow. This class will help you understand conflict and will introduce you to tools and techniques that will assist you to effectively deal with conflict situations.  During this session participants will learn to:
●  Determine the sources of conflict
●  Understand why conflict arises
●  Identify the types of conflict
●  Understand your role in conflict
●  Determine your conflict management style
●  Respond to guest and co-worker negativity

Question 6

Team Building

Accepted Answer

How do you turn a dysfunctional group into a productive team? Can you make a good team better? Effective teams produce first rate results. High performing teams exhibit accountability, purpose, cohesiveness, and collaboration. During this session participants will learn to:
●  Design a Successful Blueprint for Your Team
●  Build a Strong Foundation
●  Construct a Solid Framework
●  Build Bridges to Better Communication
●  Ensure Mutual Trust & Respect
●  Improve team communication

Question 7

Problem Solving Skills

Accepted Answer

When facing tough problems or difficult decisions, most of us seek clarity—and fast. The workplace presents complex problems and decisions every day, with little room for guesswork. This class provides a clear, step-by-step process to troubleshoot problems, prioritize issues, analyze risks and opportunities and make decisions.  During this session participants will learn to: 
●  Explain the problem solving process
●  Understand communication dynamics
●  Recognize, labeling and analyze problems
●  Explore optional solutions
●  Make well-informed, sound decisions
●  Implement the appropriate solution(s)

Leslie Saunders Provides Classroom and Web-Based Training for a Variety of Business Needs

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