- P2 Enterprises offers the following programs in a classroom format and provides all participant materials to accompany the class.

- All programs can be customized to a specific audience and their needs.

- Program length can be modified depending upon the number of attendees and amount of time devoted to skills practice. 

Please contact us at (773) 404-8960 or [email protected].

• Understanding the importance of demonstrating a sense of urgency
• Identifying who our customers are and understanding what our customers consider “outstanding service”
• Creating an environment in which each interaction is designed to make the customer’s experience exceed their expectations

• Gaining respect and credibility by understanding and managing customer expectations and resolving issues effectively – always demonstrating a strong sense of urgency
• Demonstrating outstanding people skills – building rapport, demonstrating a positive attitude, understanding different communication styles, listening, communicating tactfully, demonstrating patience, helping non-technical clients verbalize issues
• Displaying appropriate emotional intelligence skills – communicating with empathy, compassion, respect and responding appropriately to client emotions, then developing facts and solutions

• Understanding the importance of quick recovery for those customers who are dissatisfied
• Developing an effective recovery strategy to turn poor experiences into positive stories
• Developing skills to deal with angry, upset, and demanding clients

• Understanding the importance of sustaining the process over time
• Developing strategies for sustaining the process over time

• Define accountability and effectiveness and identify their significance to your role at work
• Identify the importance of delivering high quality, timely work and its impact on the organization
• Demonstrate how to accept responsibility for decisions made and actions taken no matter the outcome
• Assess your own strengths and development areas
• Apply active listening skills when receiving feedback
• Set SMART goals to achieve new results
• Identify methods to source solutions for changing behavior based on feedback received

• Learn a tool to identify the technical skills required for the job
• Learn a tool to identify the performance skills (work habits, personality) required for the job
• Create a simple-to-use interview guide to test for those skills
• Learn to ask the "right" questions for the best hiring decision

• Learn the importance of being on time, using waiting time as a tool, and being efficient

• Know the appropriate time, place, and manner to discuss business and business colleagues
• Utilize the telephone and voice mail as effective business tools
• Learn tips for using email to best advantage and learn the traps to avoid
• Know when and how to behave when you're entertaining clients and colleagues

• Demonstrate writing that is complete, clear, and concise while keeping a natural style
• Learn three steps for writing: pre-write, free write, rewrite
• Learn to mind-map and to profile your audience prior to writing
• Build confidence in your choice of words, spelling, and punctuation
• Practice editing and proofreading to improve your message's clarity

• Learn the connection between change, resistance to change, and stress
• Identify your current strategy for dealing with change: why you resist and how you show it
• Identify strategies for dealing with change; understand the pros and cons of all strategies
• Create an action plan for handling future changes more effectively

• Learn your direct reports' most important needs for coaching (from prework assignment)
• Gain insights into your current strengths and weaknesses as a coach
• Learn to address 3 kinds of coaching: Performance Improvement, Career, and Developmental
• Prepare for an actual Coaching Discussion with one of your direct reports

• Recognize what skills lead to effective communication, ineffective communication, and why effective skills lead to better workplace morale and productivity
• Learn and practice the necessary skills for effective communication when "Sending" a message (body language, tone of voice, and effective words when giving feedback or instructions)
• Identify and practice the necessary skills for effective communication when "Receiving" a message (knowing the flaws, following the tips, paraphrasing, and asking relevant questions)
• Identify differences in communication style and learn how to adjust writing and speaking to accommodate others' natural styles
• Diagnose the best vehicle to use when communicating (email, face-to-face, phone, etc.)
• Understand the nature of emotions and their impact on communications

• Identify the various "roles" necessary for an effective meeting including leader, member, scribe, timekeeper
• Identify and create the appropriate documents to maximize meeting effectiveness
• Use a strategy for using meetings to brainstorm and solve problems
• Follow up meetings with an action plan to ensure meeting productivity

• Understand when conflict is necessary and how to use it to achieve productive ends
• Learn to differentiate between conflict, disagreement, and misunderstanding
• Confront people in a way that minimizes defensiveness and hostility
• Use the Thomas-Killman instrument to discover your dominant conflict resolution style
• Learn the five conflict resolution strategies and when to utilize each

• Recognize when conversations are truly crucial and when you need to use specific skills
• Catch problems earlier because you will have the confidence and ability to speak up with candor
• Improve collaboration and reduce conflict between employees and departments
• Express even tough ideas in ways that don't create defensiveness
• Ensure that decisions are made with the collective best thinking of everyone in your team or group

• Identify what behaviors make for a good and bad customer service experience
• Understand and demonstrate the importance of effective tone of voice and positive body language
• Learn to deliver a positive customer service experience using proper content and delivery
• Understand when communication has gone "off track" and learn skills to turn it around
• Learn the nature of emotions and how to identify them in others and in self

• Define delegation and differentiate it from abdication
• Identify why effective delegation is important to individuals, teams, and organizations
• Explore obstacles to delegation and ways to overcome them
• Identify what issues to consider and what questions to ask before delegating
• Learn and apply a six-step process and the inherent skills needed in each step

• Learn how various behaviors can be categorized within a predictable framework
• Learn how differences in communication preferences can create relationship tension
• Understand how your style is perceived by your clients, customers, and co-workers
• Learn what behaviors are preferred by types different from you and how to approach others
• Adapt your own personality in a way that will reduce tension and increase cooperation and trust

• Using the subject field to best advantage
• Utilizing the proper level of formality with your email audience
• When to utilize "cc", "bcc", "reply", "forward", etc.
• Tips regarding formatting, attachments, and emoticons
• Appropriate response time (balancing courtesy with an impulsive response)
• Understanding the permanent and legal nature of email
• Understanding and respecting confidentiality issues in email

• Identify what behaviors build and undermine empathy in the workplace and why it's important
• Understand and practice skills the "Sender" needs to be more effective in demonstrating empathy
• Identify and practice skills the "Listener" needs to be more effective when demonstraing empathy
• Understand the nature of emotions and their impact on communication

• Identify how and when emotions are and are not productive in the workplace
• Learn to become aware of your own emotions and behaviors when an event impacts you at work
• Identify how to properly regulate your emotions so as not to default to repeated reactions
• Identify what you really want from a situation so that you can self-motivate toward your goal
• Recognize signs of others' emotional distress and demonstrate empathy to help them cope

• Learn an overview to motivation and compare/contrast leadership to mere supervision
• Understand how expectations of Generation Y (Millenials) differs from preceding generations
• Learn how to recruit and build a dynamic team on a daily basis
• Learn and practice skills for delegating to, coaching and resolving conflict and problems with your team
• Understand/respect the power of your position and learn what "walk the talk" really means
• (additional modules designed as requested)

• Identify the root cause of performance problems (including common characteristics of the difficult and time-consuming employee) and identify possible action steps
• Learn major reasons why employees don't meet performance standards and how managers may inadvertently contribute to the problem
• Understand and practice ways to maintain clear, open communication with problem employees
• Use positive interventions for turning performance problems around (recognizing whether the appropriate intervention is coaching, counseling, or discipline)

• Identify the four generations currently in the workplace and their different world views
• Recognize the fundamental differences in their world views and why it's important to understand
• Learn the specific events that have shaped Generation Y and how that impacts their behavior
• Identify methods to market and sell more effectively to Generation Y customers
• Identify methods to work more effectively with Generation Y throughout the employment life cycle

• Learn your manager's perceptions of the skills required and of your skill level in your current job
• Get specific ideas for making your current job more challenging, interesting, and satisfying
• Improve communication with your manager about you and your development
• Clarify personal goals and values, strengths, and weaknesses
• Create an individualized Development Plan that you can undertake immediately to grow in your job

• Comprehensively assess your work style, skills, values, barriers, development needs
• Discover what motivates you and explore how to keep it in your work
• Learn the relationship between the larger business environment and your career
• Learn the importance of creating an overview of the organization and its future
• Identify methods to investigate career opportunities in your organization
• Communicate with your manager about career management issues

• Identify various business social events in your industry and the connection to your business goals
• Develop your planning skills and social skills ("chit-chat") to make the most of those events
• Demonstrate signs of confidence rather than arrogance in your networking opportunities

• Learn your personality and behavioral preference using the Myers-Briggs Type Indicator
• Understand the value that other preferences and types bring to an organization or team
• Speak the "language" of different types to decrease interpersonal tension and increase productivity
• Strategies for applying the MBTI tool to management, team building, training, and coaching

• Learn to set specific and measurable objectives as the foundation for performance
• Identify methods for evaluation (employee self-evaluation) and tracking performance through year
• Become more familiar with the organization's appraisal form and understand its benefits
• Actively participate in and conduct an effective appraisal discussion

• How to avoid costly and embarrassing mistakes
• Checking for spelling, numerical, punctuation, and grammatical errors
• Proofreading for sense and context

• Learn how best to organize and practice presentations (impromptu and rehearsed) (Videotaped)
• Focus on a specific audience's needs, interests, and priorities and target your presentation accordingly
• Learn to use visual aids to effectively support the presentation
• Improve professional delivery: vocal projection, eye contact, movement, gestures, and pausing
• Handling audience questions and objections effectively

• Identify the stages of the sales process (from Opening through Needs Discovery through Closing) and know which skills/tactics to utilize during each stage
• Identify various questioning techniques to determine the specific needs of the client and to build a consultative relationship with them
• Distinguish between product features/benefits and added-valued items; link them to client needs

• Understand what constitutes a business process improvement program and why it's important
• Learn the Six Sigma methodology for analyzing a process in order to meet business goals
• Identify improvement opportunities; measure current performance, analyze data and root causes
• Practice new ways to brainstorm solutions to old problems
• Learn to implement transactional change so as to maintain continuous improvement

• Recognizing managerial attitudes about employees that could inhibit productivity (Theory X and Y)
• Understand what motivates people to act (Maslow's Hierarchy of Needs)
• Realize that different employees are motivated by different approaches
• Learn and practice important tools for communicating effectively with employees including active listening, avoiding favoritism, showing understanding for employee concerns, leading by example

• Learn to demonstrate specific performance feedback, listening actively, and fostering open communications with direct reports
• Effectively assign and distribute work for maximum efficiency; know how to set goals and follow up
• Learn the difference between coaching and constructive feedback and how to accomplish both
• Learn techniques for solving performance problems and resolving interpersonal conflict

• Identify what constitutes a team and characteristics of an effective team
• Define the purpose or mission of the particular team
• Establish team roles and communicate those roles amongst the team
• Identify unique personalities within the team and how to best utilize them
• Build a "Code of Ethics" that the team agrees to live by and uphold

• The top nine "telephone standards" that customers most often request
• A framework for asking questions of customers in order to understand the real customer need
• Resolving problems for customers, including dealing effectively with the irate customer
• Tips for managing voice mail most effectively

• Understand what productivity really means; learn to avoid unproductive time usage
• Identify those tasks in your life over which you do and do not have control
• Understand the difference between urgent and important tasks; learn to prioritize your tasks
• Learn to utilize a planning system that pairs paper with technology, is portable, and is personalized
• Recognize the various forms of interruptions and how they can cause havoc on your plan
• Learn strategies for handling interruptions to get back on track; handle procrastination

• Differentiate between andragogy & pedagogy; learn principles of adult learning and learning styles
• Learn and practice dynamic presentation skills (both impromptu and prepared presentations)
• Utilize movement, gestures, and strong use of voice
• Identify various opportunities to facilitate: discussion, training, experiential exercises
• Demonstrate preparing for, executing, and debriefing an experiential exercise