HR Courses For HR professionals and Teams
STRESS MANAGEMENT SEMINARS
Salopek & Associates Ltd. is a team of business and human resource consultants
CUSTOMER SATISFACTION & SALES
TEAM PROBLEM SOLVING WORKSHOP
PROMOTING YOURSELF SEMINAR
“STRESS MANAGEMENT SEMINARS”
Stress management can be presented as either a half-day or full-day seminar. The half-day version is done with larger groups, does not generally include individual assessment, and is less interactive. Both versions are fun, interesting, and fast-paced. Participants in both versions will:
1. Learn the definition of stress, the difference between normal and pathological stress, and how normal stress becomes pathological.
2. Learn about a clear, understandable model which identifies the two principal categories of stressors.
3. Learn about the physiological response which we call the stress reaction.
4. Learn about the three components which affect the stress reaction.
5. Learn what happens to us both physically and psychologically with too much stress.
6. Learn about types of stress at home and at work.
7. Learn ways to modify or avoid stressors.
8. Learn how to enhance their psychological environment to reduce the effects of stress.
9. Learn techniques to modify reactions to stress and to raise stress tolerance levels.
10. Learn about the “A” and “B” personality types and interpret their own A or B behavior.
11. Participate in a complete relaxation exercise.
12. Receive useful handouts on identifying signs of pathological stress and what changes can help reduce work stress.
In addition to the content above, full-day participants will:
1. Assess their own levels of stress and the effectiveness of their current coping.
2. Develop plans for reducing stress levels and for raising their stress tolerance levels.
AND SALES WORKSHOP”
This is a one-day seminar/workshop for both ottawa Human resources Consultants wishing improve customer satisfaction and boost sales. During the workshop, participants will:
1. Identify examples of the best and worst of customer service.
2. Learn the three underlying psychological elements of customer service and the do’s and don’t’s associated with each.
3. Practice the important skills of active listening; probing, paraphrasing, and summarizing.
4. Understand the two major components of customer satisfaction (i.e. the product/service component and customer interaction component) and how to improve both.
5. Outline the process of dealing with the customer while paying attention to the three psychological elements:
a. Initial Greeting
b. Determining Customer Needs
c. Discovering Problems
d. Finding a Product/Service Match
e. Handling Unmet Expectations
f. Discovering Additional Needs
g. Closing the Interaction
h. Follow Through and Follow Up
6. Learn what to do about unhappy customers and practice defusing conflict situations.
7. Discuss the direct link between how managers treat their employees and how employees treat their customers.
8. Learn how personality affects customer service, satisfaction, and communication.
9. Understand the issues involved in measuring customer satisfaction and how to do it effectively while avoiding the pitfalls.
“TEAM PROBLEM SOLVING WORKSHOP”
It is extremely important that people who need to work together understand and trust each other. This workshop helps participants understand some of the elements which affect them as a group, and helps them better appreciate each other as they work to achieve common goals. This highly interactive two-day workshop is designed for in-tact work groups and focuses on the major components of effective team functioning. The five components of this workshop are outlined below.
COMPONENT #1 – TRUST: This part of the workshop helps participants understand the importance of trust. We will explore how trust is built, how it is destroyed, and how it affects our relationships and our work. We will explore the team members’ assessments of their levels of trust in this work group.
COMPONENT #2 – EMPATHY AND UNDERSTANDING: This part of the workshop explores the individual differences among team members. Prior to the workshop, participants will have the opportunity to complete the Meyer-Briggs Type Indicator (MBTI) which identifies and measures personality characteristics which have an effect on how they see the world and how they deal with others. This component helps participants appreciate their own strengths and the strengths of others. It also helps them understand why others approach life and work differently and to value those differences.
COMPONENT #3 – ASSESSMENT AND APPRECIATIONS: In this segment, participants will discuss their overall pre-workshop assessment of the strengths and weaknesses of this group as a team. The group will discuss what is getting in the way of performance and what is facilitating performance.
COMPONENT #4 – MAKING PRIORITIES CLEAR: Specific roadblocks to team effectiveness will be discussed and the group will develop priorities for improvement and change within the group. The roles of “customer” and “supplier” within the group will be discussed, and opportunities for improvement will be identified. Clear and common goals will be developed.
COMPONENT #5 – SOLUTIONS AND COMMITMENTS: Solutions to high-priority problems will be developed as will a clear understanding of “who does what by when.” Participants will have a clear understanding of how the team’s goals will be met.
“PROMOTING YOURSELF SEMINAR”
This 2-hour seminar is designed to create an awareness in employees that “just doing your job” is not enough to get ahead. It fosters the realization that employees must take the initiative in making themselves more “promotable”. It makes clear that the responsibility for their career success will always reside with them. The primary goal of this seminar is to allow employees to understand the promotion process from an employer’s perspective and to see where career success (or lack of it) is directly related to the things they do or the things they need to begin doing. It is intended to motivate people to accept responsibility for their futures and to make positive changes to achieve success.
The seminar lists the Five “Ps” of Promotion which are outlined below. The seminar is filled with concrete examples and employees receive dozens of useful suggestions under each topic area. A few examples of the topics covered under each of the five areas are:
Proactive – Take Responsibility for Your Career; Get Educated; Learn to Interview; Build a Self-Development Plan
Performance – Be the Best at What You Do; Do Twice Your Share; Help Everyone You Work With; Stay Open to New Learning
Professionalism – Look and Act Like a Professional; Learn to Solve Problems and Deal With Confrontation; Don’t Take it Personally; Be Willing to Make Decisions
Politics & Power – Don’t Ignore Office Politics; Understand the System; Get Yourself Noticed in a Positive Way; Pick Your Battles Carefully
Patience – Be Patient but Don’t Go Dormant; Explore Other Avenues; Know You Can Do It; Have Balance in Your Life.
This presentation can be given to groups of all sizes. It is fast-paced, filled with useful tips, and can include a question and answer segment as time permits.
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