Hands-on Business Skills training classes in Manhattan, NYC
Interpersonal and Business Skills Courses
TCC offers high-end business skills training for employees and management teams. Email us or call 212-684-5151 to inquire about custom training.
Customer Service Skills for Help Desk
If you’re like most technical professionals, your communications, whether written or verbal, are filled with lots of technical jargon and pseudo-codes to communicate meaning in the most efficient way possible. And that’s great when you’re talking with other technical professionals. But what happens when you’re talking to nontechnical professionals like your internal customers? New research shows that being able to communicate with everyone in the company will be the most important skill for IT professionals in the future.
- How to best represent your co or your department by relating to the customer
- Diagnosing Issues
- Deal with a Customer's Misrepresentations
- Determine the Customer's Need
- Troubleshoot the Customer's Problem
- Delivering Solutions
- Educate the Customer
Presentation Skills for Project Managers and CIO’s
The ability to present articulately to management, to customer or to a non-tech audience can significantly enhance your credibility. Delivering engaging presentations at work or professional events is a way to share your ideas and gain a reputation as a valued employee and an expert in your field.
- Develop and organize engaging presentations
- Use your voice and other physical skills to project confidence enthusiasm
- Design and use appropriate visual aids
- Handle questions from an audience with ease
- How to make your presentation clear and accessible
- How to interact with your audience
- How to retain their interest while keeping your anxiety under control
Leading Global Teams
Global teams demand special attention to differences in culture, communication barriers, and inherent trust existing among the team members. A lack of cultural awareness in a multicultural environment can create a sense of division among workers. Workers can develop cliques that make it hard to create a sense of teamwork and unity. Instead, the "us" versus "them" mentality that can develop from a lack of cultural awareness can divide workers. These include knowing the cultural differences that exist on the team and taking steps to educate the other team members understanding how this affects how they should approach different situations.
- Communicate clearly and regularly with your colleagues, abroad
- Create and embed a strong vision within a clear connected culture
- Establish peer partnerships, so that members of the team build up personal relationships with their distant team members
- Learn about the definition of Culture and the role it plays at work
- Learn about the definition of Diversity and the role it plays at work
- Building trust with your colleagues
Managing Multi-Generational IT Teams
There are at least four generations employed in workplaces today. Each generation has its own characteristics, values, attitudes toward work and preferred communication style. Each brings its own set of skills, goals, and attributes into the workplace. Effectively supervising a group of mixed generations requires a respect and understanding of each There are challenges that leaders face: keeping the workforce engaged, motivated and committed and communicating effectively. Learning about generational issues will contribute to your understanding of what motivates your employees at different ages and stages of their careers.
- Key aspects of the four major generations
- Effectively communicating with different generations in the workplace
- Building productive intergenerational teams
- Identifying your own communication style
- Tailoring your communication style that will connect with all generations on a team
- Manage communication for each generation in the workplace
Effective Facilitation Skills for Virtual Meetings
Effective facilitation allows everyone to have an input in a safe environment and ensures involvement by staff in decisions, which in turn motivates employees to
- Work smarter and faster
- Get the whole answer
- Get people more involved
- Generate more ideas
- Foster understanding, support and follow-through
- Identify the main obstacles to effective facilitation
- Explain the nature of the facilitation process
- Explore a range of techniques for facilitation including brainstorming
- Explain the benefits of having an effective facilitation process
- Define the Meeting Purpose and Outcomes
- A Step-by-Step Guideline to Starting and Ending Meetings
Conflict Resolution and Prevention on IT Teams
As part of dealing with others, you need to convince them with your ideas, while at the same time understand their concern and point of view. As a result, managing conflicts efficiently is a skill everyone must have. Each of us has a preferred style for resolving conflicts influenced by our personality and experiences dealing with situations in the past. However not all conflicts situations are the same. If you were to limit yourself to just one method of resolutions you are likely to encounter difficulties where that style might be inappropriate.
- Develop strategies for dealing with conflict
- Learn a conflict resolution model
- Learn potential benefits of conflict when properly handled
- Become more confident in handling interpersonal and common workplace conflict situations
- Become aware of the different styles, outcomes and levels of conflict
- Recognize potential benefits and disadvantages of third party interventions
Being Part of a Remote Team for Managers and Employees
Work remotely is becoming more of a norm in the tech industry. Various studies have shown that it is more difficult to get virtual teams to bond, harder for informal leaders to emerge, tougher to create genuine dialogue, and easier for misunderstandings to escalate. Leaders must deal with an array of cultural issues that can include differences in business protocol, decision-making, dealing with authority, the concept of time, negotiation styles, and the emotional reactions allowed – or expected – in a business environment. In this webinar you will learn how to communicate, establish trust and build strong working relationships
- Dealing with real challenges from the virtual workplace
- Culture and the role it plays on a Virtual Team
- Communication Challenges
- Managing performance from a distance
Emotional Intelligence in the Workplace
Emotional Intelligence refers to your ability to recognize and manage your own emotions, recognize and respond to the emotions of others and build effective relationships at work. Developing self-awareness promotes increased productivity and higher job satisfaction. These changes can also lead to improved communication, increased empathy and better interpersonal rapport and relationships.
- Introduction to EI
- Recognize behaviors associated with emotional intelligence.
- What is emotion? and How does “Emotional Hijacking” take place?
- Self-Management--How to take advantage of the power of optimism?
- How to manage your anger effectively?
Managing Diversity on Teams
Creating a positive culture of acceptance and inclusion includes understanding how to tap into the hidden power of employees’ differences and create a work environment where everyone thrives. Diversity can be the root of conflict in the workplace if not managed and when conflicts goes unresolved, animosity and distrust can build up on teams.
- Better understand cultural diversity and how it makes today’s organizations stronger
- Get tips on how to build a workplace where respect is the foundation of your culture
- Understand how your own experiences lead to hidden biases and stereotypes
- Identify common areas of diversity-induced conflict and what to do about it
- The most important communication skills needed to get along and work together
- The right way to explore differences and common ground—making it easier to build trust
- How should you deal with behaviors such as stereotyping?
- How to avoid labelling
- How can you influence people’s behavior to change their attitudes?
- How to eliminate prejudice
- How to use three established methods to change behaviors
How to Hold Teams Accountable
Have you ever wondered how to make people accountable? Well, there's really no such thing as “making” people take ownership. But there are some things you can do that will help foster accountability, and in the process make your project run smooth and profitably. Whether you’re a first-time manager or a seasoned manager, holding people accountable can be frustrating and bring out the worst of emotions. If you’re like most managers, you’ve tried courteous reminders and polite conversations. And while that works with many people, the truth is, it only takes one person to hold up the project and make life miserable for you and everyone else!
- Accountability Coin:" taking personal accountability and holding others accountable
- View people in such a way as to want things to work just as much as you do and that they are doing all they can to make that happen
- Setting Realistic Expectations
- The difference between Accountability and Responsibility
- Avoiding the Blame Game
Email and Business Writing for IT Teams
Communicating through email is fast and convenient and there are rules and etiquette that should need to be followed otherwise it may give a bad impression about the sender to the recipient. After completing this course, you will have learned: how to manage emails, the principles or 'rules of thumb' to ensure professional, clear & effective emails
- Email etiquette
- Writing E-mails
- Addressing Your Message
- Grammar and Acronyms
- Use of attachments
- When to use CC/BCC/Forward/Reply to all/Urgent
- Subject Line
- Closing Signatures
- Working with Words
- Common Spelling Mistakes jargon, grammar and punctuation
- Clarity in Your Writing Style- Concise
- Organization Methods
- Use paragraphs to organize information
Transition from Team Member to Supervisor or Manager – Now What?
Doing the work is one thing and now supervising other or managing others are new challenges, which will be much easier if you understand the new expectations that people have of you. There are new people and communication skills that you will need in order to get the work done through others and manage stakeholder expectations.
- Understanding your new role
- Recognize the 10 most common pitfalls to avoid
- Setting Expectations
- Supervising Friends
- Delegating the work that you used to do to others
- Build Trust
- Learn to manage conflicts
Giving and Receiving Feedback That Makes a Difference
As a manager, sometimes it’s your job to correct people. But you don’t like doing it because it makes you uncomfortable. Sometimes you have to be tough with people, but you're not confident you can do it without offending. In the past you failed because your employees got defensive.You find it difficult to know just what to say to get the behavior or performance of your employee to change. By attending this session, you will learn how feedback and criticism can be more influential.You will learn how to balance praise with clear and constructive criticism.
- Misperceptions about Feedback
- Learn how to make feedback detailed and specific
- Learn how to make feedback constructive and not destructive
- Learn how to plan feedback and deliver feedback
- The 6 steps method for delivering effective feedback
- How your communication style affects feedback
- Feedback is a 2-way process- learn how to receive feedback
Other Business Skills Topics
- Building Strong IT Team Chemistry
- Productivity and Organizational Skills for Bottom Line Results
- Persuasion and Influence for IT/CIO’s - How to get Your Projects Launched
- How to Work Strategically to Prioritize
- Communicate Effectively with Difficult Personalities
- Team Motivation
- Goal Setting for Teams
- How to Re-engage Disconnected IT Teams
- The Art of Mentoring for IT and Project Managers
- Managing Change on Teams and Becoming More Adaptable
- How to Manage Stakeholder Expectations
- How to Develop and Build Trust on IT Teams