Outlines and Objectives

TABLE OF CONTENTS-- (Click on class for Outlines and Objectives)

40-Hour Advanced Dispatch School

40-Hour Beginning Dispatch School

9-1-1 Liability

Anger Management

Burnout

Child Callers

Conflict Management

Conflict Resolution

Cultural Diversity

Customer Service

Domestic Violence

Ethics

Homeland Security-The Telecommunicator’s Role

Leadership I: Becoming a Great Supervisor

Leadership II: The Professional Supervisor

Leadership III: The Professional Supervisor-Advanced

Leadership IV: Coaching, Counseling and Discipline

Motivating Your Workforce

Nix the Negativity in the Workplace

Presentation Mastery

Professional Dispatch

Responder Down

Stress Management

Suicidal Callers

Team Building

Team Building II

Train the Trainer

Turn Stress into Success

What Was Management Thinking?

40-Hour Advanced Dispatch School (5 day course)

OUTLINE

Monday-8 Hours

9-1-1 Liability

•     History of Liability
•     Legal Definitions
•     Types of Liability
•     Case Studies
•     Ways to Reduce Exposure to Liability

Tuesday-8 Hours

Suicide Intervention

•     Who is at risk?
•     Using the SLAP Technique to evaluate the level of risk
•     Identify resources
•     Determine what to say and what not to say.
•     Role Play

Wednesday-8 Hours

Homeland Security-The Telecommunicator’s Role in Incident Command

•     Terms
•     Leadership and Management
•     Delegation of authority
•     Incident action plans
•     Command, Control and Communications
•     Staff Functions-Operations, planning, logistics, finance/administration
•     Facilities-What can I expect?
•     Responsibilities-Who’s accountable for what?
•     Plans and agreements-Roles and how do I fit in?
•     Transferring Command

Summary

Thursday-8 Hours

Domestic Violence

•     What is domestic violence?
•     History
•     Myths about domestic violence
•     Why people stay in the relationships
•     Police response to domestic violence
•     Taking the call-communication techniques
•     What can a Telecommunicator do to help while avoiding liability?

Friday-8 Hours

Stress Management

•     Defining Stress
•     How stress affects us
•     How stressed are you currently?
•     How do we manage it?

OBJECTIVES

•     Understand liability risks from a 9-1-1 perspective.
•     Learn about different types of liability related to the field
•     Learn ways to reduce exposure to 9-1-1 liability.
•     Learn how to respond to a suicidal caller.
•     Develop an understanding of the Telecommunicator’s role in Incident Command.
•     Understand Domestic Violence and develop the interpersonal skills necessary to answer and process the 9-1-1 domestic violence call in an effective manner.
•     Develop coping strategies for dealing with the stress every dispatcher goes through.

OUTLINE

Monday

4 Hours-Legal Aspects

•     FCC Rules & Regulations
•     Differences between Criminal and Civil Law
  •   Felonies
  •   Misdemeanors
•     Juvenile Law
•     Warrants, Subpoenas, and Orders
•     Liability Awareness

4 Hours-Ethics, Professionalism, and Customer Service

Tuesday

4 Hours-Interpersonal Communications

•     Empathy/Sympathy
•     Respect
•     Courtesy
•     Active Listening
•     Verbal & Non-Verbal Communications
•     Written Communications
  •   Terminology
  •  Common Abbreviations
•     Split-Ear Listening

2 Hours-Team Building

•     Basic Team Concepts
•     Tips to fit in

2 Hours-Difficult Calls

•     Suicide
•     Domestics
•     Responder Down

Wednesday

8 Hours-Basic Call In-take

•     General
  •   Rules in Call Taking
  •   Call Receipt
  •   Interviewing
  •   Controlling the Conversation
•     Types of Callers
  •   Emergency Calls
  •   Calls for Information
  •   Calls for Messages
  •   Hang-up Calls
  •   Third Party Callers
  •   Misdirected Calls/Out of Area Calls
•     Difficult Callers
•     Call Classification/Prioritization
•     TTY/TDD Etiquette
•     Police/Fire/EMS Call Taking
•     Use of Headsets 

Thursday

4 Hours-Basic Radio Dispatching

•     Appropriate Radio Speech
  •   Phonetics
  •   Diction
  •   Modulation
  •   Terminology
  •   Paraphrasing
•     Prioritizing Dispatches
•     Responder Safety
  •    Use of Status Checks
  •    Location Verification
  •    Use of appropriate responder safety tools (AVL, CAD)
•     Incident Command/NIMS
  • Incident Command system
  • NIMS Role
  • Responsibilities

4 Hours-Role plays including call intake and radio dispatching

Friday

2 Hours-Public Safety Communication Center Technologies

•     Basic Telephony
•     ANI/ALI
•     Selective Routing (ESN)
•     PBX/MLTS
•     Agency Phone Systems (Intra vs. Inter)
•     TDD/TTY
•     Call Box

2 Hours-Emerging Technology

•     Wireless (Phase I & Phase II)
•     Longitude & Latitude
•     Mapping Applications
•     VoIP
•     Auto Dialing devices
•     Recorded Alarms
•     Any Device that accesses 9-1-1
•     Telematics
  •   Emergency Notification-voice
  •   Airbag notification
  •   Emergency notification-non-voice
  •   Vehicle Tracking
  •   Number portability
  •   Enhanced alarm company notification
•     Future Considerations 

4 Hours-Stress Management

•     What is Stress?
•     How do we manage it?

OBJECTIVES

•     Develop an understanding of the legal aspects of dispatching.
•     Understand and articulate the importance of ethical behavior for which the dispatcher has direct responsibility.
•     Grasp the importance of professionalism and customer service as it pertains to the career and competence of the 9-1-1 professional.
•     Develop the interpersonal skills necessary to answer and process the      9-1-1 call in an effective manner.
•     Learn basic team concepts necessary to work effectively with others.
•     Develop skills to take and process difficult calls.
•     Develop the technical skills needed to take the call and dispatch the call.
•     Understand the current technology being used in the 9-1-1 profession as well as recognize and discuss future technology uses.
•     Develop coping strategies for dealing with the stress every dispatcher goes through.

OUTLINE

•     History of Liability
•     Legal Definitions
•     Types of Liability
•     Case Studies
•     Ways to Reduce Exposure to Liability

OBJECTIVES

•     Understand liability risks from a 9-1-1 perspective.
•     Learn about different types of liability related to the field
•     Learn ways to reduce exposure to 9-1-1 liability.

OUTLINE

Day 1

•     Introduction
•     Course Overview
•     Ice Breaker
•     Defining a Successful Training
•     Defining types of audiences
•     Advantages of workplace training
•     Principles of Adult Learning
•     Kolb’s Learning Process
•     Learning Style Inventory for Trainers
•     Your Learning Style and How it May Differ from your Trainees’ Learning Style

Day 2

•     Trainer Type Inventory
•     The Learning Cycle
•     Identify When Training is Necessary
•     The Training Process
•     Defining Training Needs
•     A Participative Approach
•     Planning and Designing a Training Program
•     Training Methods
•     Environmental Concerns
•     Designing a Learning Sequence
•     Types of Trainers

Day 3

•     Creating the Atmosphere
•     Common Errors in Training
•     The 4 Step Plan for Training the Employee
•     Characteristics of an Effective Trainer
•     Dealing with Difficult Trainees
•     Visual Aids
•     Presentation Skills

Day 4

•     Understanding Learning-The Facilitator’s Role
•     Competencies for Adult Educators
•     Accommodating Learning Preferences
•     Preparing a Plan
•     Adult Motivation to Learn
•     Curriculum Design
•     The Art of Facilitation
•     Planning a class
•     On the Job Support
•     Application (small group presentations)

Day 5

•     Presentations (individual)
•     Evaluating the Transfer of Learning
•     Course Evaluations

OBJECTIVES

This course is designed to provide skills, information and practical experience to become effective trainers/presenters.

•     Recognize the importance of considering the participants and their training needs, including the different learning styles and adult learning principles
•     Know how to write objectives and evaluate whether those objectives have been met at the end of the training session
•     Develop an effective training style using the training aids and techniques that are appropriate
•     Understand the importance of an instruction guide to help a trainer prepare and deliver effectively and consistently
•     Conduct a short group training session that incorporates these training concepts
•     Enhance your understanding of learning styles and how to accommodate them in a classroom
•     Understand the key principles of effective communication in a classroom setting
•     Identify strategies to create a no-risk learning environment
•     Use a variety of training techniques to stimulate participation
•     Develop a plan and prepare for an effective training session
•     Practice thinking on your feet in a safe environment
•     Identify advanced interventions for difficult situations
•     Practice the skills needed for a team presentation
•     Understand the transformational advantages of utilizing effective feedback

• This class will identify and explain the terminology pertaining to the emotional context "burnout".
• By examining one's own characteristics, role, and coping mechanisms, the participant will come away with an undertanding of how to recover from burnout tendencies.

Anger Management (1 day course)

OUTLINE

•     Introductions and course overview
•     What is anger?
•     Managing your anger
  •    Costs and payoffs
  •    What are your anger payoffs?
•     The anger process
•     The problem with trigger thoughts
•     How does anger affect your thinking?
  
  •    Is anger the best response?
  •    Distorted thinking
•     Managing Anger
  •    Coping Strategies
  •    Sanctuary
  •    Relaxation Techniques
•     Communicating
  •    The four-step message
  •    Are you a good listener?
  •    Asking questions
  •    Three keys
•     Taking Control
•     Wrap-up

OBJECTIVES

•     Recognize how anger affects our bodies, our minds and our behavior.
•     Learn a method to break old patterns and replace them with new.
•     Learn to control your own emotions when faced with other peoples’ anger.
•     Identify ways to help other people safely manage some of their repressed or expressed anger.

Conflict Resolution (2 day course)

OUTLINE

•     Course Overview
•     Reciprocal Relationships
•     Dealing with Change
•     The Agreement Frame
•     The Ten Commandments of Change
•     Preventing Problems
•     Dealing with Problems
•     Causes of Difficult Behavior
•     The Five-Step Process
•     Changing Yourself
•     Negative vs. Positive Interactions
•     Why Don’t People do what They Are Supposed To?
•     Managing Anger
  •     Guidelines for Assertive Anger
  •     Some Lessons from the Works of Others
•     De-Stress Options You Can Use Right Now!

OBJECTIVES

•     Recognize how your own attitudes and actions impact on others.
•     Find new and effective techniques for managing negative emotions.
•     Develop coping strategies for dealing with difficult people and difficult situations.
•     Identify those times when you have the right to walk away from a difficult situation.

 OUTLINE

•     Status of a child in crisis
  •    Research proves that young children have the ability to provide valid and reliable information
  •    Translation of this account from the child is what often confuses the transfer of communication
•     Status of the call-taker when answering the child caller
  •   Communications personnel while comfortable dealing with adults, unequivocally  admit that dealing with a child caller is uncomfortable
  •    Call-takers overwhelmingly admit they would like guidelines for dealing with child callers
•     Interviewing the child caller – stages of the interview
•     Collecting baseline information using five phases
  •    Introductions/ rapport building
  •    Free narrative
  •    Open questioning /Interpretation
  •    Specific questioning
  •    Closing
•     Memory performance in child retention and recall
  •    Recognition memory
  •    Reconstruction memory
  •    Free recall memory
•     Memory retrieval from a witness/victim-
  •    Contextual
    •   Noises, smells, sensory details, temperatures (build the scene)
    •   Report everything
    •   Recall in different orders, linear, backward, forward, start in middle
    •   Recall from other perspectives, (dog, neighbor, bird, if standing on top building)
  •   Cognitive
    •    Leading (correct information inserted) and misleading (incorrect info inserted)
    •    Questions formed with negative intonations for negative feedback
    •    Allowance for answers without interruptions or attacking questions
•     Understanding the child can use memory strategies that enhances recall for the call-taker and first responder
•     Status of the call-taker, operator and consequences of vicarious trauma involving child callers.

OBJECTIVES

•     Learn how child callers are different than adult callers
•     Identify types of listening and questioning techniques that apply to children
•     Understand the process of gathering information from a child while allowing their mind to recall and process in its natural way.
•     Clarify the status of the call-taker afterward and the consequences of vicarious trauma involving child callers.

Cultural Diversity (2 day course)

OUTLINE

•     Best/Worst Exercise
•     Introductions
•     Defining Diversity
•     Circle of Differences
•     Administer the Discovering Diversity Profile
•     Understanding Diversity
•     Perceptions
•     Intrapersonal Awareness Model
•     On Being Different
•     Moving Toward Valuing Differences
•     Wrap-Up

OBJECTIVES

•     Explore diversity issues in 4 key areas:  Knowledge, Understanding, Acceptance and Behavior.
•     Discover your current comfort level.
•     Gain insight
•     Take Action
•     Value Diversity

Customer Service (1 day course)

OUTLINE

•     Introductions
•     Learning Objectives
•     Defining Customer Service
•     Meeting Expectations
•     Communication Skills for Excellent Customer Service
•     Fundamental Techniques for Handling People
•     Tools for Dealing with Difficult People
•     The Problem Solving Process
•     Resolving Conflict
•     A Personal Action Plan

OBJECTIVES

•     Clearly identify how you can become effective in dealing with customers.
•     Identify opportunities within the scope of our authority for dealing effectively with others.
•     Identify the criteria for fair and responsible responses to all customers.

Domestic Violence (1 day course)

OBJECTIVES

•     Understand Domestic Violence
  •    Learn what domestic violence is
  •    History of domestic violence
  •    Why victims stay
•     Develop the interpersonal skills necessary to answer and process the 9-1-1 domestic violence call in an effective manner. 

OUTLINE

•     What is domestic violence?
•     History
•     Myths about domestic violence
•     Why people stay in the relationships
•     Police response to domestic violence
•     Taking the call-communication techniques
•     What can a Telecommunicator do to help while avoiding liability?

Ethics (1 day course)

OUTLINE

•     Define Ethics
•     Why bother with ethics?
•     Kohlberg’s Six Stages
•     Avoiding ethical dilemmas
•     Pitfalls and excuses
•     Developing a code of ethics
•     22 keys to an ethical workplace

OBJECTIVES

•     Understand the difference between ethics and morals
•     Understand the value of ethics
•     Identify some of your values and moral principles
•     Be familiar with some philosophical approaches to ethical dilemmas
•     Identify some ways to improve ethics in your workplace
•     Learn some ways to avoid ethical dilemmas
•     Gain tools to help you make better decisions

Homeland Security-The Telecommunicator’s Role (1 day course)

OUTLINE

•     Terms
•     Leadership and Management
•     Delegation of authority
•     Incident action plans
•     Command, Control and Communications
•     Staff Functions-Operations, planning, logistics, finance/administration
•     Facilities-What can I expect?
•     Responsibilities-Who’s accountable for what?
•     Plans and agreements-Roles and how do I fit in?
•     Transferring Command
•     Summary   

OBJECTIVES

•     Develop an understanding of the Telecommunicator’s role in Incident Command.
•     Learn what to expect during a large incident and who is accountable for what.

•     Help clarify roles and responsibilities of the new job.
•     Adjust to the new role with confidence and an assurance you can handle the position.
•     Develop your communication skills in listening, asking questions, and giving feedback to employees.
•     Develop a technique for making sure you give employees instructions that are clear and understood.
•     Identify some techniques to deal with employee challenges such as hostility, complaints, and laziness.
•     Recognize the importance of being visible and available to employees.
•     Understand the importance of developing good relationships with employees and peers, so you are seen as fair and consistent.

•     Making the transition
  •  How will my role change?
  •  Questions Supervisors have
•     Responsibilities of a Supervisor
•     Setting Goals
•     Planning
  •   How can planning help me?
  •   The six steps to planning
  •   The next steps
  •   Types of tasks
•     Communication
  •   The Communication Funnel
  •   Listening
  •   Asking Questions
  •   Investigating
  •   Paraphrasing
  •   Non-Verbal Messages
•     Giving Feedback
•     Ask for what you want
•     Providing Instruction
•     Orders, Requests, and Suggestions
•     Managing Conflict
  •   The conflict resolution process
  •   7 steps to ironing things out
•     Dealing with Difficult Employees
  •   The hostile employee
  •   The chronic complainer
  •   The unmotivated employee
  •   The over-dependent employee
•     Dealing with others
•     The reciprocal quality of relationships
  •   The people network
  •   The negative spiral

Leadership II: The Professional Supervisor (2 day course)

OUTLINE

•     Adjusting to Your Role         
  •   The Average Supervisor        
  •   Then and Now          
  •   Making the Transition            
•     A Supervisor’s Responsibilities         
•     Planning and Prioritizing                                           
•     Setting Goals           
•     Leadership   
  •   What is Leadership? 
  •   Brief History of Leadership Studies   
  •   The Leadership Formula        
  •   Direction and Support          
  •   The Situational Leadership Model
•     Feedback    
•     Dealing with Problem Employees      
•     Synergy                   
•     Trust

OBJECTIVES

•     Understand the scope and nature of the supervisory position.
•     Learn ways to deal with the challenges of the supervisory role.
•     Recognize the responsibilities you have as a supervisor to yourself, your team, and your organization.
•     Identify key techniques to help plan and prioritize effectively.
•     Develop strategies for leadership and dealing with difficult employees.

Conflict Management (1 day course)

OUTLINE

•     Discovering what conflict is about
•     Why people don’t do what they are supposed to do
•     Causes of difficult behavior
•     Reciprocal Relationships
•     Dealing with Change
•     Responsibility for positive change
•     Changing Yourself
•     Preventing Problems
•     Coping with Criticism
•     8 Step Process for Dealing with Problems
•     Importance of good communication
•     Dealing with difficult attitudes

OBJECTIVES

•     Discover what conflict is all about
•     Learn the 8 step process for dealing with conflict
•     Recognize how your own attitudes and actions impact on others.
•     Learn to prevent problems before they become a conflict
•     Develop coping strategies for dealing with difficult people and difficult situations.
•     Learn how to cope with criticism
•     Identify those times when you have the right to walk away from a difficult situation.

Leadership III: The Professional Supervisor - Advanced (2 day course)

OUTLINE

•     Team Development               
  •    The Four Stages of Teams    
  •    Team Problem-Solving          
  •    Team Leadership       
•     Communication         
  •    Barriers to Good Communication     
  •    Active Listening       
  •    Asking Questions
  •    The Communication Funnel  
•     Motivation    
  •    The Carrot, the Whip, and the Plant             
  •    A Supervisor’s Checklist      
•     Orientation    
•     Training                     
•     Feedback       
•     Delegation                             
•     Conflict         
  •     When to Get Involved and How to Resolve Conflict          
  •    The Problem Solving Process
  •    The New Truck         
•     Discipline

OBJECTIVES

•     This course builds upon the skills acquired in the “Professional Supervisor” class.
•     Develop strategies for leadership team building, communication and motivation.
•     Learn what, when and how to delegate.
•     Acquire new skills for conflict resolution.
•     Learn to use the tools and techniques learned to become and effective supervisor.

• Create a comprehensive understanding of management
• Eliminate misconceptions about management
• Learn to avoid or eliminate pitfalls and obstacles while managing the workplace
• Minimize the impact of unavoidable circumstances
• Define new ways of leadership that intertwine with managing the department

OUTLINE

• Take the leadership challenge and measure your expectations of yourself via leadership measurement instrument.
• Understand the myths of management and how they can interfere with leading and managing.
• Identify the levels of management.
• Develop conflict resolution skills from an executive view.
• Expand problem-solving for your employees.
• Cultivate the power to move the organization forward as a result of empowering your employees.
• Discover the tips and techniques of what is "fair and equal" treatments, learning how to use alternative dispute resolution (ADR).

Return to Course Description |  Table of Contents

Motivating Your Workforce (1 day course)

OUTLINE

•     What is Motivation?
•     Supervising and Motivation
  •    The Carrot, The Whip, and The Plant
  •    Identifying Motivators
•     Motivational Theories
  •    Maslow and Herzberg’s Motivational Theory
  •    Personal Motivators
•     Fear and Desire
•     Setting Goals
•     The Role of Values
•     Creating a Motivational Climate
•     Expectancy Theory
•     Applying Your Skills
  •    Situational Analysis
  •    Case Studies
•     Designing Motivating Jobs
•     A Motivational Checklist

OBJECTIVES

•     Identify what Motivation is
•     Learn about common motivational theories and how to apply them
•     Learn when to use the carrot, the whip and the plant
•     Discover how fear and desire effect employee motivation
•     Explore ways to create a motivational climate and design a motivating job

Nix the Negativity (1 day course)

OUTLINE

•     Identify what Motivation is
•     Learn about common motivational theories and how to apply them
•     Learn when to use the carrot, the whip and the plant
•     Discover how fear and desire effect employee motivation
•     Explore ways to create a motivational climate and design a motivating job

OBJECTIVES           

•     Understand how communication in all forms influences interactions with others
•     Learn how positive interaction can overcome prevailing negativity

Leadership IV:  Coaching, Counseling and Discipline (2 day course)

OUTLINE     

•     Coaching         
  •   What is coaching?
  •   When is coaching appropriate?
  •   How do you coach someone?
  •   Role Play
•     Counseling
  •    What is counseling?
    •    Formal
    •    Informal
    •    Documentation-what to document and what to pass up the ladder
  •    When is counseling appropriate?
  •    Role Play
•     Discipline
  •    Identifying and correcting problem behavior
  •    Using proper techniques and documentation
  •    Role Play
•     Application
  •    Participants are asked to bring real or mock scenarios to apply learning tools effectively, thus mastering coaching, counseling and discipline.

OBJECTIVES

•     Learn how to effectively communicate corrective techniques to your personnel
•     Identify what you can and should document           
•     Immediately apply the tools and techniques that make you stand out as a true leader

Professional Dispatch (1 day course)

OUTLINE

•     History of 9-1-1 and definition of emergency 9-1-1 telecommunicator
•     Key areas of growth for individuals, the center and the profession
  •    Communication
  •    Education
  •    Advancement
•     New resources to further yourself, your job, and your center
•     Evolving technology for 9-1-1

OBJECTIVES

Clearly understand what it means to be a professional in the communications center and evolve with technology into the future of emergency communications.

Return to Course Description  |  Table of Contents

Responder Down (1 day course)

OUTLINE

•     Responders Identified (more than the obvious choices)
•     Role Definition and Responsibility
•     What We Need to Know:  Before, During and After the Event
•     Causes of Responder Down
•     After Effects
•     Media Relations
•     Guidelines for Recovery (even if it is one of your own)

OBJECTIVES

•     Learn how everyday conditioning can assist in a crisis situation with an officer in trouble or down
•     Obtain a new understanding of the kinds of stress associated with a responder down event.
•     Realize and recover with identifiable coping mechanisms
•     Identify how long the stress and the effects might last and how to deal with them
•    Understand the Telecommunicators' role in proceeding with a responder down call
•    Contribute to the process of a responder down call by utilizing knowledge and skills to enable others to communicate and react to the situation 

Stress Management (1 day course)

OUTLINE

•     Defining Stress
•     How stress affects us
•     Measure how stressed you currently are, using the Compassion Fatigue scale.
•     How do we manage the stress?

OBJECTIVES

•     Identify symptoms of stress and how they affect us.
•     Develop coping strategies for dealing with the stress every Telecommunicator experiences.

Suicidal Callers (1 day course)

OUTLINE

•     Why is suicide a public health problem?
•     Who is at risk?
•     Using a variety of techniques, learn to evaluate the level of risk
•     Identify resources
•     Determine what to say and what not to say.
•     What if I work alone?
•     Role Play

OBJECTIVES

•     Learn who is at risk for suicide
•     Learn how to assess the risk of a suicidal caller
•     Learn how to respond to a suicidal caller

Team Building (2 day course)

OUTLINE

Types of Approaches Use in a Team

•     Conceptual
•     Spontaneous
•     Normative
•     Methodical

The Four Team Roles

•     Creator
•     Advancer
•     Refiner
•     Executor

The Team Dimensions Process

•     Describe and define the panic cycle
•     Employ the Z process

Reactions to Change

•     Definition of Teams in the 9-1-1 workplace
•     What is their purpose or intent
•     Role-play Team approaches and content

OBJECTIVES

•     Identify and understand Team Dimensions
•     Learn Team Patterns and how to better deal with them
•     Understand how to Deal with the different personality traits
•     Build better teamwork skills

Return to Course Description  |  Table of Contents

Train the Trainer (3 day course)

OUTLINE

•     Introduction & Course Overview
•     Defining a Successful Training Program
•     Principles of Adult Learning
•     The Four Basic Steps in the Learning Process
•     The Learning Style Inventory-Your Approach to Learning as a Trainer
•     The Learning Cycle
•     Planning Training 
•     Developing Objectives
•     Planning and designing the program
•     Training Methods
•     Types of Trainers
•     Setting the Climate
•     Common Errors in Training
•     The Four Step Plan
•     Characteristics of an Effective Trainer
•     Dealing with Difficult Trainees
•     Visual Aids
•     Training Preparation
•     Practice Thinking on your Feet

OBJECTIVES

•     Understand different learning styles and adult learning principles
•     Know how to write objectives
•     Be able to evaluate whether or not objectives have been met
•     Develop an effective training style
•     Use training aids and techniques appropriately

Turn Stress into Success (2 day course)

OUTLINE

•     Introductions
•     Learning Objectives
•     Defining Customer Service
•     Meeting Expectations
•     Communication Skills for Excellent Customer Service
•     Fundamental Techniques for Handling People
•     Tools for Dealing with Difficult People
•     Resolving Conflict
•     Administer the Coping & Stress Profile
•     Understanding the nature of stress
•     Problem Solving and Communication Skills
•     Closeness and Flexibility
•     Implementing the Change Model
•     A Personal Action Plan

OBJECTIVES

•     Clearly identify how you can become effective in dealing with customers
•     Identify opportunities within the scope of our authority for dealing effectively with others
•     Identify the criteria for fair and responsible responses to all customers
•     Understanding stress
•     Develop new coping skills to manage stress