Employee Development Courses

For pricing information contact Rena Hannaford at 978-808-0116 or e-mail rhannaford@workterrain.com.

Achieving Communication Effectiveness  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    understand impact of different behavioral styles with one-on-one and team interactions
•    recognize styles of others and practice giving and receiving feedback
•    adapt their style to the diverse styles of others
•    develop strategies to increase effectiveness of interacting with others through action planning

Solving Workplace Problems Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    write problems statements that clearly define problems encountered in work situations
•    assess the contexts of problems and solution opportunities
•    evaluate root causes and possible solutions
•    follow an orderly, step-by-step problem-solving process

Time Management  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    understand and practice the 15 best tips for managing time effectively
•    effectively manage time and accomplish all required tasks
•    get rid of big "time-wasters"
•    effectively utilize time management tools

Supporting Change Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    understand and interpret change and the impact on oneself and team members
•    view change and the anxiety it can cause team members as natural and inevitable
•    assist teams members as they adjust to change
•    involve team members in the process of change
•    help team members make the change
•    follow up on initial meeting to make sure adjustment to the change us going as planned

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Resolving Conflict Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    distinguish between the two majors sources of team member conflicts: personality clashes and work structure problems
•    be aware of the positive and negative impacts of conflicts
•    accept conflict as an inevitable part of all work situations, one that must be dealt with, not ignored
•    establish a cooperative atmosphere to resolve conflicts when they arise
•    help individuals involved on conflicts understand each others point of view
•    lead them to agree on the facts and a solution

Creative Customer Service Course Duration: 8 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    appreciate the need to tailor their communications style to the preferences of their internal and external customers
•    examine key communication skills including active listening, reflection of feelings, use of "I" messages, giving and receiving constructive feedback
•    learn the behaviors necessary to exceed their customers' expectations, and how to make every service encounter a positive one
•    develop more effective relationships with their customers
•    develop skills necessary to respond to customers in a friendly, knowledgeable, and efficient manner

Emotional Intelligence In The Workplace  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    gain greater awareness of why emotional intelligence is important in the workplace
•    identify key behaviors of effective workplace emotional intelligence
•    prepare a Personal Action Plan for enhancing one's demonstration of workplace emotional intelligence

Team Effectiveness   Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    understanding the importance of working together effectively in a professional manner
•    value, appreciate, and respect each others styles
•    recognize each team member's responsibility for helping the organization succeed
•    understand teamwork has a direct impact on customer satisfaction
•    review generational differences and the impact on performance

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Understanding Behavioral Styles For Individual Contributors  Course Duration: 2 hrs includes DISC Assessment Maximum Class Size: No max.; self-paced  Target Population: Employees. Behavioral Objectives: Employees will learn how to understand their own behavioral style and how to use this knowledge to enhance their communication skills and increase productivity.

Understanding Behavioral Styles For Teams  Course Duration: 2 hrs includes DISC Assessment Maximum Class Size: No max.; self-paced  Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    quickly recognize a person's behavioral style and how to interact appropriately
•    recognize different behavior patterns and develop adaptive skills that increase their ability to communicate successfully with others

Building Stronger Teams For Improved Results With DISC  Course Duration: 1.5 hrs includes DISC Assessment Maximum Class Size: No max.; self-paced  Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    complete online DISC assessment
•    learn DISC model
•    apply it in teams situations through practicing online exercises

E-mail Etiquette Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: All. Behavioral Objectives: Employees will learn how to:
•    recognize when e-mail should and should not be used, and important tips for sending effective e-mail communications
•    increase professionalism and efficiency in your organization and increase employee awareness of e-mail risks, which could end in costly lawsuits

Workplace Harassment Prevention Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: All, managers and employees at all levels. Behavioral Objectives: Employees will learn how to:
•    gain awareness of what is and is not acceptable and legal behavior in the workplace
•    address not just sexual harassment, but other forms of workplace harassment and discrimination that may leave the organization open to litigation if not addressed

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Establishing Credibility and Trust For Sales Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    establish positive credibility and trust allowing salespeople a better opportunity to create longer term business relationships
•    discuss what  you can do to intentionally build trust and confidence with your clients

Understanding Behavioral Styles For Sales  Course Duration: 2 hrs includes DISC Assessment Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    read another person's behavior style to deal with that person in the way he/she prefers
•    become aware of  your behavior style and how you affect other people

Customer-Focused Sale Interviews Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    put together the various probing and questioning skills to discover the prospect's important business needs, goals, priorities, and his/her personal win
•    review a professional "interview process" to move the sale forward

Overcoming Objections Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    develop a repertoire of responses to a prospect's complaints and objections so participants can continue to sell
•    deal with all levels of resistance and reluctance by helping their prospect see issues from a new perspective

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Prospecting To Create Interest Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    leverage your past success and use a system to identify, classify, and approach high level people and new opportunities
•    review tips on creating internal advocates from existing clients
•    practice how to qualify an opportunity ad how to plan ahead to get the most out of each client meeting

Win-Win Negotiations Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to sharpen negotiation skills to produce stronger relationships and more equitable and profitable business interactions.

Gaining Commitments to Action/Closing Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    an arsenal of techniques for gaining commitment from a prospect/customer to advance the sale
•    to close the sale and focus on closing the "little sales" necessary to eventually get the order

Questions Are The Answer For Sales Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    review examples of good questions that can be used immediately to get needed information
•    know the difference between open-ended and closed-ended questions, and when to use them
•    identify seven different types of questions and how you can use each one

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Territory and Account Management Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    define one's territory, understand one's customer base, and prioritize clients and prospects
•    review four-step method for managing one's territory

Introduction To Sales - Sales Professionals Make The Difference Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    sharpen selling skills to become more effective
•    review sales techniques into a "system" that will allow one to improve one's personal results and extend business and goals

Sales Training and Development Subscription Course Duration: 9.5 hrs  Maximum Class Size: No max.; self-paced  Target Population: Sales. Behavioral Objectives: Employees will learn how to:
•    leap to higher sales plateaus
•    review a comprehensive set of basic skills and knowledge to sell successfully and consistently
•    develop valuable sales skills in understanding behavioral styles for sales; establishing credibility and trust for sales; questions are the answers for sales; customer focused sales interviews; overcoming all objections; territory management; prospecting to create interest; win-win negotiations; and gaining commitments to action/closing

Establishing Credibility and Trust For Customer Service Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Customer service. Behavioral Objectives: Employees will learn how to:
•    review a specific method to build and maintain credibility, trust, and rapport with customers over the telephone
•    practice through exercises these techniques so they become proficient with them

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Understanding Behavioral Styles For Customer Service  Course Duration: 2 hrs includes DISC Assessment Maximum Class Size: No max.; self-paced  Target Population: Customer service. Behavioral Objectives: Employees will learn how to:
•    read another person's behavior style to deal with that person in the way he/she prefers
•    become aware of  your behavior style and how you affect other people

Handling Customer Complaints Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Customer service. Behavioral Objectives: Employees will learn how to:
•    understand a process to effectively address customer complaints and objections
•    deal with all levels of complaints, resistance, and reluctance by helping them listen and view issues from a new perspective

Questions Are The Answer For Customer Service Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Customer service. Behavioral Objectives: Employees will learn how to:
•    review examples of good questions that can be used immediately to get needed information
•    know the difference between open-ended and closed-ended questions, and when to use them
•    identify seven different types of questions and how you can use each one

Customer Service Training and Development Subscription Course Duration: 7.5 hrs  Maximum Class Size: No max.; self-paced  Target Population: Customer service. Behavioral Objectives: Employees will learn how to:
•    make a real difference in every business is rising
•    hold extraordinary influence over the customer's relationship
•    understand your customer, learn how to put the customer first, and leveraging the potential that lies in every person on  your team that touches a customer is the winning formula for the new century
•    learn valuable customer service skills in understanding behavioral styles for customer service ; establishing credibility and trust for customer service ; questions are the answers for customer service ; customer focused interviews; handling customer complaints and objections; win-win negotiations; and gaining commitments to action/closing

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