Associated Industries of Massachusetts (AIM) and five Massachusetts community colleges have joined together to expand training and education opportunities for employees throughout the commonwealth.
What does this innovative collaboration mean to you? Convenient locations and competitive pricing for real-world courses that improve the skills and productivity of your key employees.
Wednesday, September 16, 2009
Maximize Your Time-Make Stress Work For You
Maximizing Your Effectiveness and Efficiency in the Workplace!
This program provides useful tips for managers and supervisors who must manage their own time, organize and run meetings, and who often feel they are juggling too many responsibilities. The program emphasizes personal organization and stress management as a way to become more effective as a manager.
Communication and Listening Skills
The program provides managers with specific tools and techniques for improving listening skills, delivering effective messages and bridging diverse communication styles.
Thursday, September 17, 2009
Conducting Effective Interviews
A good process hires the best person.This program will improve your ability to acquire the job-related information you need in order to hire the right person for the right job in your organization — and to do it legally. You will identify major employment laws and how they apply in the selection process as well as techniques for conducting an effective interview.
Developing Employee Performance
Delegation, Coaching, Training and Managing Performance are Critical Skills for the Effective SupervisorThis program helps build a manager’s “toolkit” by teaching the skills necessary to develop and motivate employees. The program is divided into segments such as delegation, coaching, training, corrective action and performance evaluation.
Friday, September 25, 2009
Customer Service Series - Day1
Becoming a Customer Service Professional
This program is all about becoming a true customer service professional in every sense of the word. Participants develop an understanding of the value of customer service and tips on how to create a culture of service at the workplace. This program introduces the concepts of customer service excellence by helping participants to identify both internal and external customers and the basics characteristics of customer service excellence. Participants will also learn to capitalize on the information received from customer complaints.
Good Communication Means Great Customer Service
How to master the art of communicating effectively with all of your customers.
This program illustrates the value of communication process in the day to day dealings with customers, both internal and external. The program focuses on the impact of common communication barriers, such as perceptions, personal bias, assumptions, viewpoints, lack of practice. There is an optional section of this program on telephone skills.
Monday, September 28, 2009
Developing an Effective Sales Technique
This highly participative Sales Training program was developed as a way for new sales representatives to acquire critical sales skills and for established sales representatives to refine or sharpen theirs. This program utilizes videos, exercises*, role-playing and discussion to meet the learning needs of every participant. We begin by identifying the most common mistakes sellers make and move through the sales process to teach the participants how to mange it successfully. Beginning with prospecting and finishing with handling difficult customers this program will show the participants how they can fully control the sales call.
Building Your Team
How to Keep your Team United, Energized, and Focused on Your Department's Objectives
This program reviews the key ingredients for effective teamwork and the supervisor’s role in keeping a team on track. Discussions center on the challenges of guiding a team to outstanding performance, while avoiding the pitfalls that can derail team efforts.
Friday, October 2, 2009
Customer Service Series - Day 2
Dealing with Difficult Customers
How to build rapport with all of your customers.
This program focuses on difficult customers, and how to build trust and relationships with those customers. Careful attention is given to ‘angry’ customers, although other definitions of difficult are explored. Techniques are offered for diffusing anger, saying no, and offering alternatives to help satisfy customers when things go wrong.
Managing Multiple Priorties
Welcome to The Customer Service Juggle!
This program is designed to help participants identify better ways to prioritize their work and responsibilities. The class features specific tips for time management and organization as well as larger scale techniques for stress management and delegation skills when appropriate. Many small group activities and self- assessment tools are used in this class.
Wednesday, October 21, 2009
Becoming a Customer Service Professional
This program is all about becoming a true customer service professional in every sense of the word. Participants develop an understanding of the value of customer service and tips on how to create a culture of service at the workplace. This program introduces the concepts of customer service excellence by helping participants to identify both internal and external customers and the basics characteristics of customer service excellence. Participants will also learn to capitalize on the information received from customer complaints.
Wednesday, October 28, 2009
Good Communication Means Great Customer Service
How to master the art of communicating effectively with all of your customers.
This program illustrates the value of communication process in the day to day dealings with customers, both internal and external. The program focuses on the impact of common communication barriers, such as perceptions, personal bias, assumptions, viewpoints, lack of practice. There is an optional section of this program on telephone skills.
Wednesday, November 4, 2009
Dealing with Difficult Customers
How to build rapport with all of your customers.
This program focuses on difficult customers, and how to build trust and relationships with those customers. Careful attention is given to ‘angry’ customers, although other definitions of difficult are explored. Techniques are offered for diffusing anger, saying no, and offering alternatives to help satisfy customers when things go wrong.
Monday, November 16, 2009
Developing Employee Performance
Delegation, Coaching, Training and Managing Performance are Critical Skills for the Effective Supervisor
This program helps build a manager’s “toolkit” by teaching the skills necessary to develop and motivate employees. The program is divided into segments such as delegation, coaching, training, corrective action and performance evaluation.
Conducting Effective Interviews
A good process hires the best person.
This program will improve your ability to acquire the job-related information you need in order to hire the right person for the right job in your organization — and to do it legally. You will identify major employment laws and how they apply in the selection process as well as techniques for conducting an effective interview.
Wednesday, November 18, 2009
Managing Multiple Priorties
Welcome to The Customer Service Juggle!
This program is designed to help participants identify better ways to prioritize their work and responsibilities. The class features specific tips for time management and organization as well as larger scale techniques for stress management and delegation skills when appropriate. Many small group activities and self- assessment tools are used in this class.
Tuesday, December 1, 2009
Maximize Your Time-Make Stress Work For You
Maximizing Your Effectiveness and Efficiency in the Workplace!
This program provides useful tips for managers and supervisors who must manage their own time, organize and run meetings, and who often feel they are juggling too many responsibilities. The program emphasizes personal organization and stress management as a way to become more effective as a manager.
Communication and Listening Skills
The program provides managers with specific tools and techniques for improving listening skills, delivering effective messages and bridging diverse communication styles.
Wednesday, December 9, 2009
Building Your Team
How to Keep your Team United, Energized, and Focused on Your Department's Objectives
This program reviews the key ingredients for effective teamwork and the supervisor’s role in keeping a team on track. Discussions center on the challenges of guiding a team to outstanding performance, while avoiding the pitfalls that can derail team efforts.
Developing an Effective Sales Technique
This highly participative Sales Training program was developed as a way for new sales representatives to acquire critical sales skills and for established sales representatives to refine or sharpen theirs. This program utilizes videos, exercises*, role-playing and discussion to meet the learning needs of every participant. We begin by identifying the most common mistakes sellers make and move through the sales process to teach the participants how to mange it successfully. Beginning with prospecting and finishing with handling difficult customers this program will show the participants how they can fully control the sales call.
Tuition is $129 per class.
To register for any of these classes please contact us at 508-791-7900 or click on course title.
All above classes will be held at the QCC campus at 5 Optical Drive in Southbridge, MA.
