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Now Available en Español!
Live, Instructor-Led Courses
We’re thrilled to bring you several of our most popular professional development courses in Spanish! These live, virtual sessions provide an engaging and interactive learning experience — no subtitles, no pre-recorded content — just real-time guidance from our expert instructors.
Instructor-Led Training
Cómo gestionar a los clientes difíciles de hoy
Dealing With Today’s Difficult Customers
Cómo gestionar a los clientes difíciles de hoy
Handling today’s demanding customers requires more than just good service. This course equips customer service professionals with the skills to manage difficult interactions using empathy, communication strategies and a service-first mindset to exceed expectations.
- Master techniques to win over dissatisfied customers
- Identify and avoid key emotional triggers
- Develop effective communication skills for challenging interactions
- Learn strategies to stay calm under pressure
- Apply a service-first approach to enhance satisfaction and loyalty
Session 1: Master Service Basics to Win Over Difficult Customers
- Understand how and why customer expectations have shifted
- Describe the elements of good customer service
- Discuss what attracts customers and what drives them away
- Identify customers’ emotional triggers and know how to avoid them
- Recognize the communication skills it takes to win and keep customers
Session 2: Handle Difficult Customers With Confidence
- Know how to interact effectively with challenging personalities
- Describe the importance of adopting a service-first approach
- Identify strategies for winning over dissatisfied customers
- Learn techniques for staying calm when customers push your buttons
- Explain why it’s important to get to the root of a difficult customer’s behavior
Session 3: Exceed Customer Expectations
- Assess your service from every vantage point to enhance customer experience
- Explain how to improve automated systems so customers can get what they need 24/7
- Identify ways to solicit customer feedback as a means of improving service
- Learn listening strategies and how to pay attention to customers online and off
- Recognize ways to bring out your personal best
Instructor-Led Training
Sobresalir como directivo o supervisor
Excelling as a Manager or Supervisor
Sobresalir como directivo o supervisor
Overcome common challenges faced by new managers as you learn the secret of working through others to accomplish organizational goals. From delivering feedback to delegating work to managing conflict, this course empowers new managers to lead confidently and inspire excellence.
- Smoothly transition from individual contributor to effective team leader
- Apply adaptive leadership techniques to drive team performance
- Master effective communication and conflict resolution within teams
- Motivate your team with both tangible and intangible incentives
- Build assertiveness that projects confidence and establishes authority
Session 1: Being a Leader vs. Being a Boss
- Define the 6 differences between a leader and a boss to determine how one is more effective than the other.
- Discuss the new day-to-day job responsibilities and skill sets faced during the transition from individual contributor to leader.
- Explain how to utilize the 5-step approach to adaptive leadership to match the right task, employee and leadership development style when assigning work and providing growth opportunities.
Session 2: Mastering Team Communication
- Demonstrate how to provide clear and concise communication to a team member.
- Identify how to lead an effective and productive team meeting that saves time, makes objectives clear and keeps everyone on the same page.
- Explain how to use a resolution process to solve conflict that arises between leaders and employees.
- Recognize how to mediate conflict between two employees
Session 3: Team Motivation and Recognition
- Contrast extrinsic and intrinsic motivation and how they relate to motivators and incentives within today’s organizations.
- Explain the concept of tangible incentives and the effect they have on employee motivation.
- Discuss intangible incentives and how to utilize them to recognize and motivate employees.
Instructor-Led Training
Gestionar conflicto y confrontaciones en el lugar de trabajo
Managing Conflict and Confrontation at Work
Gestionar conflict y confrontaciones en el lugar de trabajo
Learn to handle workplace conflict with confidence. This course provides the skills to manage disagreements professionally, communicate effectively with diverse personalities and navigate tough or uncomfortable situations tactfully to maintain harmony and productivity.
- Balance emotions and maintain professionalism, even under stress
- Work more effectively with a variety of different personality styles
- Communicate with diplomacy and finesse in difficult situations
- Resolve disagreements while maintaining positive relationships
- Transform difficult conversations into opportunities for growth and collaboration
Session 1: Achieving Emotional Balance
- Recognize the importance of emotional balance.
- Describe what emotional balance looks like.
- Explain methods for achieving emotional balance
- Discuss strategies to maintain professionalism in stressful situations
Session 2: Communicating with Different Personality Types
- Summarize the different personality styles and their characteristics
- Describe communication strategies suited to each of the personality styles
- Discuss how to work effectively with various personality styles
- Explain the importance of being aware of how other people perceive you
Session 3: Communicating With Tact in Difficult Situations
- Describe best-practice communication techniques to use in difficult conversations
- Express strategies to effectively handle disagreements or misunderstandings
- Articulate methods that focus on the other person’s feelings to help get the correct message across
- Discuss ways to handle complaints so masterfully that protesters become loyal supporters