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Business Skills

Behavioral Interviewing skills and Assessing Body Language

According to Harvard Business Review, up to 50% of all executive hires end in firing or resignation. Why? According to Harvard, success today depends increasingly on intangible competencies–like teamwork and cross-cultural literacy–rarely found on resumes.

Attendees will learn about competency behavioral based questions and why it is a best practice. The workshop concentrates on pre-interview prep; developing answers to the questions and their value; techniques you use to answer questions; how to tell your story using behavior-based examples of past performance. Attendees will learn how to effectively navigate these questions.

  • Learn how to differentiate between traditional and behavioral based interviewing methods
  • Behavioral, achievement oriented, holistic, and situational interview questions and how it differs from traditional interviewing
  • Enhance communication skills that are essential for any applicant
  • Effectively answers difficult interview questions.
  • How to tell your story and what they want to hear
  • Non-Verbal Communication - awareness of the non-verbal signals that you are giving and receiving.
  • Assessing body language- how to spot a liar
  • Types of Questions: how to use open questions, closed questions, and probes.
  • Listening for Answers-develop some key listening skills.
to Request information on this training - 4 Hours

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Effective Business Writing

Though businesses increasingly rely on technology, technological skills alone do not guarantee success in the workplace. You must still develop your ideas, express them clearly, and persuade others of their viability. This course offers effective strategies to sharpen your writing skills by structuring your ideas logically, exercising diplomacy in letters and reports, and shaping your arguments.

You will learn step-by-step how to produce clear and direct emails, reports and proposals. The hands-on exercises make the course interactive and fun, plus they are full of tips and techniques you can use immediately.

  • The Basics -Punctuation, Sentence structure, Grammar, Spelling-Avoiding common spelling mistakes
  • Choosing words wisely
  • Writing effective emails and memos
  • Writing for special circumstances
  • Writing persuasively
  • Different styles for different audiences
  • Avoiding Sexist Language
  • Organization Methods
  • Writing Meeting Agendas
  • Writing E-mails
  • Writing Business Letters
  • Conveying Bad News Tactfully
  • Know Your Audience
  • Identifying Communication Styles
to Request information on this training - 8 Hours

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Customer Service for Help Desk

As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.

  • Be a "People Person"
  • Represent Your Company
  • Relate to the Customer
  • Diagnosing Issues
  • Deal with a Customer's Misrepresentations
  • Determine the Customer's Need
  • Troubleshoot the Customer's Problem
  • Delivering Solutions
  • Finalize the Solution
  • Educate the Customer
  • Deliver Bad News
  • Achieve Performance Standards
  • Close the Contact
to Request information on this training - 4 Hours

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Productivity and Organizational Skills

When faced with the notion of balancing many priorities with short deadlines or taxed with projects, people from all industries and personality types became anxious and counter-productive. Are you frantically rushing from one task to another, feeling overwhelmed and stressed with what’s due tomorrow and still not finished today? In the age of "do more with less," we could all use a little help in getting the most out of our days. People who want to become successful need to know how to manage their time well.

  • Managing yourself
  • Managing your work environment
  • Improve Managerial skills by effectively managing team’s tasks
  • Time Management Power Tips
  • The first 3 questions to ask when sorting priorities and setting deadlines
  • Eight fool proof principles for effectively managing competing priorities without sacrificing quality
  • Three proven methods for keeping interruptions from sabotaging your productivity
  • How to turn chaos into momentum when everything happens at once
  • Managing your relations
  • Learn to say 'NO'
  • Revamp the Process of Managing Time at Work
  • Managing Your Habits
  • How to increase the efficiency of your phone conversations?
  • Dealing with People
  • How many different ways to say "No" and what are advantages and disadvantages of each type?
  • How to deal with interruptions politely and stay in control
  • How to delegate to increase your productivity
  • How to handle phone interruptions?
  • How to "engineer" your environment to minimize interruptions?
  • Handling Meetings
  • What strategies can you use to increase productivity while attending meetings?
  • How can you avoid face-to-face meetings to increase productivity?
  • When and how to use alternative methods of communication?
  • Automate Everything
  • How to take advantage of automatic reminders Digital or paper; what are the advantages and disadvantages of each type to manage tasks or log your life?
  • How to stop procrastinating and get things done?
  • Managing E-mails
  • What are the fundamental productivity principles of e-mail management?
to Request information on this training - 4 Hours

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Influencing For Results

Whether you’re dealing with bosses, colleagues, staff members or senior management, the ability to win respect, influence people, and cultivate cooperation is absolutely essential to career success. What’s more, in challenging economic times, the people with whom you interact in business can change on a moment’s notice. The ability to adapt quickly and work with anyone to achieve desired results is crucial—especially when you don’t have immediate authority to command their cooperation.

  • Persuasion-Key components of persuasion: discovery, preparation, dialogue
  • The need to adjust to different audiences
  • Understanding the world of the other person
  • The role of investment and risk in persuasion
  • Achieving credibility
  • Managing stakeholders
  • Reaching a common goal
  • Selling your position by providing evidence
  • Connecting emotionally
  • Best form of communication: listening, questioning
  • Practicing persuasion techniques
to Request information on this training - 4 Hours

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Fostering Innovation And Solutions

IT leaders are being tasked to reduce the cost center component to a minimum while ramping up the competitive elements of technology. The c-suite is requiring the IT organization to commit the biggest percentage of their available capacity to partnership activities with the business in creating new opportunities. It’s this driver that is increasing the demand for innovation skills.

  • Effective ways to solve organizational innovation problems efficiently
  • Enables individuals, groups and teams to share a common language and process for creative problem solving
  • Brainstorming tips drastically reduce the time required for implementing innovative solutions
  • Power of the innovation team to find innovative solutions quickly
  • Fosters a culture of innovation throughout the organization
  • Creates more productive and effective meetings
  • Championing a new idea, and building a business case
to Request information on this training - 4 Hours

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Writing Performance Appraisals and Giving Feedback

As a manager, conducting performance appraisals is one of the most important opportunities you will have to help your employees, yourself, and your company. Done correctly, performance appraisals can help close the gap between the actual performance of your employees and the performance needed to meet corporate objectives.

Performance appraisals can be compared to an annual check-up: both provide an opportunity for an honest assessment of how you’re doing. You need to know what you’re doing right so you can continue with those activities. And you also need to know what changes, if any, you need to make. You expect your doctor to be honest and specific. Your employees expect the same from you.

  • Power of Feedback
  • Misperceptions about Performance Evaluations
  • Action Planning - Identifying continuing personal development needs
  • Planning Feedback
  • Steps for Delivering Feedback
  • Reactions to Feedback
  • Listen and Learn
  • Calm Questioning and Probing
  • Understand your style
  • Handling Difficult Feedback-Dealing with difficult situations
  • Identifying triggers
  • Writing an Effective Performance Evaluation-Practice and Role Play
to Request information on this training - 4 Hours

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Customer Service Training

In this one day course, participants focus on the essential steps to providing exceptional customer service. Developing skills in service delivery results in improved customer experiences as well as increased employee confidence and comfort level in daily interactions with clients and prospects. This program introduces techniques for rapport building, listening, assessing needs, resolving complaints and overcoming hesitation. Utilizing these techniques will enhance job performance and favorably impact service delivery.

  • Define what constitutes good Customer Service
  • Build rapport and understand body language
  • Improve communication with internal and external customers
  • Listen and ask questions to uncover needs
  • Make confident recommendations
  • Resolve issues, complaints and overcome hesitation

Course Outline

  • The basics and standards of Customer Service. How the organization’s commitment toward customer service and your daily interactions with internal and external customers are aligned.
  • Understand body language and communicate better with customers. Building rapport is essential to service delivery.
  • Use listening skills and techniques for questioning to clearly understand customer needs. Different types of questions are introduced.
  • Recommending solutions and the importance of confidence and product knowledge.
  • Overcoming objections, hesitation and resolving problems or complaints.
  • Exceeding expectations and relationship building.
to Request information on this training - 8 Hours

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Time Management Training

Time Management Skills are essential to be successful in today’s workplace. In this program, we review current time management practices to identify changes that could be made to be more effective and increase productivity. Techniques are introduced to help with planning, scheduling and prioritization of tasks to develop abilities in meeting deadlines and managing workload. This course can be delivered in half day or full day sessions, dependent on needs.

  • Recognize personal areas of strength and developmental areas in time management
  • Understand types of plans and how to apply them
  • Learn a variety of tools and strategies
  • Practice and identify opportunities for delegation
  • Become aware of and use organizational tools

Course Outline

  • Identify the obstacles to effective Time Management in daily work in order to address areas in need that are unique for each individual.
  • Learn the types of plans and practice using them.
  • Understand and apply the Priority Matrix for personal effectiveness.  Other tools and techniques are also shared.
  • Delegation is presented and practiced to redistribute deliverables and cross-train others whenever possible.
  • Organizational tools: learn how to use tools, applications and maintain a workspace arranged for efficiency.
  • Organized meetings: as an attendee or facilitator - how to maximize time, use agenda planning and minutes to stay on track and solidify accountability.
to Request information on this training - 8 Hours

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Presentation Skills Training

Exceptional presentation skills are critical to project a positive image in today’s society. You only have seconds to make a dynamic and favorable impression. This Presentation Skills Workshop is a necessity for all who interact with the public. Participants learn to prepare messages so they articulate clearly. Through practice and constructive feedback, participants learn to present with more confident body language, a greater awareness of gesture and movement and proper utilization of visual aids. This course can be delivered in half day, full day or two full day sessions, dependent on needs.

  • Understand and develop a heightened awareness of body language and image
  • Present in a confident manner through the effective use of body language
  • Learn to compose concise messages
  • Prepare for the audience and question and answer periods
  • Utilize visual aids appropriately

Course Outline

  • Body language, image, self-awareness
  • Use of gesture, voice, movement, eye contact to enhance communication
  • Components of a concise, focused message
  • Organization: prepare for the audience and how to handle question and answer periods
  • How to use visual aids and navigate around them
  • Practice several types of presentations, receiving constructive feedback for improvement
  • Elevator Speech
  • Sales Pitch/product demonstration
  • Team presentations
to Request information on this training - 8 Hours

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