We all need to master the basics. These soft skills courses are the foundation of Dave’s Charm School.
Communications 101 – Verbal and Written Standards
Everybody talks, but all of your employees could improve their professional communication habits. This course explains Communications 101: How to be a great listener, how to to respect their ears, body language and the basics of communication, the 10 steps of respect, 10 attributes of great tech support, how to speak in their way (not your), and finally, it closes with great verbal and written exercises.
Good manners and professionalism are not common any more. This fun course trains your people how to improve their behaviors. In addition to basic business etiquette, lessons include how to engage or exit conversations, Courtesy 101, Dining Etiquette 101, reasonable dress code standards, how to socialize professionally with less risk, and more.
Sincere empathy is very important when interacting with clients and team members because it builds trust and inspires relevant solutions. This course discusses sympathy vs. empathy, how to properly demonstrate empathy, provides examples of professional empathy, and has four distinct exercises designed to test and assess each person’s ability to be sincerely empathetic.
Employees and Clients are loyal to your organization when they trust your employees to make fair decisions in their best interests. Good character is probably the most discussed topic in personal conversations, yet we rarely see it taught. Therefore, this course defines good character, challenges participants on ego management, gives examples of good character, and provides exercises for character investigation.
Since EVERYONE struggles with time management, maybe this course should have been #1. After providing an overview of time challenges this course touches on multitasking and email timesavers. Then it dives into Dave’s 4 R’s; time challenges based on your individual behaviors and values; and most importantly, how to change behaviors to create time in your schedule.
We waste time by having inefficient meetings, and waste time by not having meetings at all. Therefore this course provides “Meeting Master” tips; how to know your audience; the 7 conversation essentials to every meeting; the Systematic Power of a Meeting Master; and the unique aspects every meeting leader needs to know about virtual meetings.
before they escalate into major problems
Client and employee issues escalate when people do not recognize and respond to concerns. This course provides an introduction to client concerns; explains how to identify behavioral concerns in conversations; discusses how concerns motivate decisions; provides concern perception strategies, 8 perception tips, and how to perceive others’ preferences.
This is Dave’s favorite course because it contains so many life-changing insights. We start by explaining workplace drama; then how to avoid and resolve unnecessary drama; teach how to focus on problems, not people; explain emotional flooding & reflective thinking; challenge people’s “concrete mindset” and the alternative; and then close with the 5 steps of a Resolution Run.
These courses provide a framework for interacting with clients.
Managing Client Expectations on
Remote Service Calls
Responding quickly and professionally to support requests improves Client satisfaction, loyalty, and profitability. Also, it boosts your team’s morale when they know exactly how to resolve issues in the proper manner. This course discusses typical Remote Service Standards, how to effectively communicate remotely, ways to better consider Client perspectives, tips on better habits to close tickets effectively, and examples of remote support for discussion.
Managing Client Expectations on
Onsite Service Calls
This course is very similar to the Managing Client Expectations on Remote Service Calls course. However, there are nuances to consider when you are on site or face-to-face with Client influencers and decision makers. This training is the better of the two for people who do a blend of on-site and remote support.
How you make people feel, not how much you know, is the ultimate determining factor to whether Clients love your company. Therefore, this course teaches the importance of “experience bookends,” the way you start and end each communication. It includes an explanation of experience bookends, how to engage with people who have different communication styles, and games to practice what you learn.
These courses provide more in-depth training on behaviors, motivators, and company culture.
Be a Behavioral Expert
Behavioral research concludes the most effective people are those who understand themselves, both their strengths and weaknesses, so they can focus on what they do best. This course explains the four dimensions of normal behavior in the workplace: dominance, influence, steadiness and compliance. Applying this information improves communication, individual/team results, and client satisfaction.
Be a Master Motivator
In 1914 Eduard Spranger defined six primary categories of human motivation and drive. Research since then has expanded the understanding of these motivators into 12 Driving Forces. This course explains how to focus yourself and others in work that is personally fulfilling because it relates to each person’s individual Driving Forces. This increases fulfillment on-the-job, productivity, and retention of top performers.
We want all of our employees to work together like owners, yet many do not comprehend how to do this. This course explains accountability and entitlement, defines an ownership culture plus its behaviors and values/motivators. It wraps-up with a reminder of the key components of an ownership culture everyone needs to embrace to have a fulfilling career.
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