25G - AGMT - YOUTH TRAINING - Laserfiche WebLink

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non-verbal communications as well as superior listening skills with the opportunity to practice techniques, Team Building - Excellence in customer service to our external clients is often tied to how our internal customers get along and can work together. Working as a team can increase productivity, enhance project management, reduce business conflicts and create superior customer service. Students will learn the "styles" of classmates so they can work together better on projects and customer satisfaction. 4. Attitude in the Workplace - Having the right attitude has a positive impact on the workplace and our interactions with customers. Topics in this course will explore how attitudes at work positively and negatively affect customer service, the organization's image, productivity, and employee retention. The best selling training video "FISH" will be featured. 5. Values and Ethics - Ethical behavior affects what happens in the workplace. This course provides the opportunity to evaluate ethical behavior and what's appropriate and what's not. A three-step checklist is introduced to help participants in recognizing ethical behavior. 6. Time Management - Whether it's in the workplace, home or school, all areas of our life benefit from efficiency and productivity. The way we manage our time has an impact on our ability to get things done. Students will explore time management techniques that will help you stay in balance and be more effective in the workplace. 7. Stress Management - Nearly 1 million Americans call in sick every day because of stress related reasons, costing organizations money, especially in lowered productivity. This course defines what stress is and how it affects both employees and the overall workplace. Causes of stress are identified and dozens of stress management tips and techniques are delivered and practiced. 8. Conflict Resolution - Conflict gets in the way of good business and meaningful relationships. Participants will explore the causes and impact conflict can have on customer service and workplace affairs. This course will cover proven strategies and techniques for resolving tough issues and how to turn a difficult customer, or colleague, into a loyal one. 9. Decision Making and Problem Solving - Many of us face a constant barrage of workplace decisions and problems to be solved. Regardless of job responsibilities, students will learn that they are responsible for smart choices. Instruction will focus on decision-making styles, processes and techniques, and when they each should be applied. Students will learn how to be creative problem solvers. 10. Managing Organizational Change - It's easy to become comfortable in a workplace environment and not expect change, but when change happens, we have natural tendencies to resist. This course reviews the negative effects of resisting change, skills needed to manage new responsibilities, and how to focus on the positive side of change. The Customer Service Academy is an interactive program that will utilize videos, books, personality assessments, presentation tools, and incorporate games to enhance the students' interpersonal skills and encourage participation in all 10 courses. It is expected that with this training, participants will improve their chances of doing well on interviews and increase their probability of obtaining employment. Exhibit A 2 25G-19