Classroom Training

- 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].

ALL NEW: "Customer Service for IT Professionals"

A Commitment to Service

  • 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

A Commitment to Building Relationships with Clients

  • 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

A Commitment to Recovery

  • 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

A Commitment to Continuous Service

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

ACCOUNTABILITY & EFFECTIVENESS IN THE WORKPLACE

1/2 Day

  • 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

BEHAVIORAL INTERVIEWING

1/2 Day

  • 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

BUSINESS PROTOCOL: MORE THAN JUST USING THE RIGHT FORK

1/2 Day

  • 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

BUSINESS WRITING FOR RESULTS

1/2 Day

  • 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

CHANGE MANAGEMENT: WHO MOVED MY CHEESE?

1/2 Day

  • 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

COACHING BASICS 

1/2 Day

  • 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

COMMUNICATING WITH TACT, DIPLOMACY, AND CLARITY

1/2 -1 Day

  • 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

CONDUCTING EFFECTIVE MEETINGS

2 Hours

  • 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

CONFLICT RESOLUTION STRATEGIES

1/2 Day

  • 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

CRUCIAL CONVERSATIONS: TOOLS FOR TALKING WHEN STAKES ARE HIGH

1/2 - 2 Days

  • 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

CUSTOMER SERVICE EXCELLENCE

1/2 Day

  • 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

DELEGATION FOR DIEHARDS

1/2 Day

  • 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

DiSC PERSONALITY PROFILE SYSTEM

1/2 Day

  • 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

EMAIL ETIQUETTE: MORE THAN AN ELECTRONIC POST-IT NOTE 

2 Hours

  • 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

EMPATHY TRAINING

1/2 Day

  • 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

EMOTIONAL INTELLIGENCE AT WORK 

1/2 Day

  • 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

LEADERSHIP SKILLS FOR TODAY'S CHALLENGES

1 - 3 Days

  • 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)

MANAGING EMPLOYEE BEHAVIOR FOR MAXIMUM PERFORMANCE

1/2 Day

  • 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)

MANAGING GENERATION Y

1/2 Day

  • 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

MANAGING PERSONAL GROWTH (MPG)

1 - 2 Days

  • 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

MANAGING YOUR CAREER

1 Day

  • 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

MAXIMIZING SOCIAL SALES OPPORTUNITIES/ETIQUETTE

1/2 Day

  • 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

MYERS-BRIGGS TYPE INDICATOR® 

1/2 - 1 Day

  • 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

PERFORMANCE MANAGEMENT

1/2 Day

  • 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

PERILS OF PROOFREADING 

1/2 Day

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

PRESENTATION SKILLS

1 - 2 Days

  • 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

SELLING SKILLS USING A CONSULTATIVE APPROACH

1 Day

  • 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

SIX SIGMA: AN INTRODUCTION TO BUSINESS PROCESS IMPROVEMENT

1/2 Day

  • 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

STEPPING UP TO LEADERSHIP

1/2 Day

  • 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

SUPERVISORY SKILLS: NUTS & BOLTS

1 Day

  • 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

TEAM-BUILDING STRATEGIES 

1/2 - 1 Day

  • 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

TELEPHONE ETIQUETTE: CLOSE CALLS

1/2 Day

  • 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

TIME MANAGEMENT BASICS: TOOLS TO BALANCE WORK AND PERSONAL LIFE

1 Day

  • 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

TRAIN-THE-TRAINER

1 Day

  • 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
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