Our Training ‘menu’ consists of the following:
- How to sell in creative ways to all generations. From the young environmentally conscious, technology savvy ‘X’ and ‘Y’ generation – to the successful ‘boomer’, and the formal ‘silent’ generations.
- How to manage multi-generations in the new world of work.
- How to get your call centre to become more empathetic, articulate, responsible, knowledgeable, interested and efficient to all generations.
- How to implement ‘Disney’s seamless work ethic in your customer service department.
- How to allow for good inter-departmental communication and understanding.
- How to communicate with your clients in ways that will appeal to them, whilst still being assertive enough to have your own needs met.
- How to cope with stress, and the perceived lack of time whilst learning about, adapting to and managing yourself in the new world of work.
1) How to sell in creative ways to all generations
Specifically for those in the sales environment, this course can be conducted over two or three days, or if you feel like more of an intervention is needed, we can structure 90 minute sessions over an extended period, addressing each topic in-depth.
Whether your teams are selling on the road, in-house, in-store, over the phone or face to face they need to be able to adapt themselves in order to sell in the new world of work. The world of selling today is all about your clients having an emotional attachment to your brand. Due to competition in the market, clients are no longer innately loyal and therefore looking for maximum-benefits for minimum-bottom line deals.
In response to this we ask your sales staff: why your brand? We teach them how to ask relevant questions; using the correct vocal tone, in order to solicit information so that they are able to ‘solution sell’ rather than ‘product sell’. We educate your teams on different personality types so that they learn how to easily adapt themselves to what motivates clients, how clients listen and what pushes client’s buttons. Sales teams will learn how to communicate (both verbally and non-verbally), negotiate with, treat and understand different generations. Finally your sales staff will be introduced to ground-breaking ways of selling using social media, social networking, pod casts and blogging.
This focus unit looks at the sales preferences unique to each generation:
- What their view on selling is
- What selling techniques will work and why
- What they find offensive
- What their priorities are
- Generations views on good service
- How the different generations communicate
- How they receive and internalise information
- Listening skills
- Persuasive language
- Effective communication tools
We also have interesting and innovative post-training ideas to keep your teams up to speed with how to be the best in the cut-throat world of selling.
This course can be trained over 1, 2 or 3 days. (Download overview as pdf file here)
2) How to manage multi-generations in the new world of work
This fun one-day introduction to the generation gap, focuses on how you as a manager, might have to adapt and modify your management style in order to be understood by other generations in the new world of work.
This course offers you insights into why the four generations working together today have different value systems, perceptions, ideals, coping methods, and communication styles. You will also gain some understanding on the Millennial, net or Y-generation, who are entering the workplace now, and why they are going to be a force to be reckoned with. You will also gain some understanding on how young talent has changed. We have a new kind of young person entering the business world (millenial,Y or net generation) with a fundamentally different world view, set of values, priorities and goals to what their managers and bosses have had. They are tough to manage, but when managed properly – can be hugely productive.
We will leave you with some tools to aid you as you embark on this journey. This includes new ways to communicate verbally and non-verbally, negotiate with, instruct, entice and handle people who are from a different generation. Most importantly – you will gain insight on how to manage different generations.
This session will cover the following aspects of corporate life as seen by each generation:
- Attitudes to work and the workplace
- Respect
- Communication in the workplace
- Conflict Management
- Feedback
- Management Styles
- Coaching and mentoring preferences
This course can be trained over 1, 2 or 3 days. (Download overview as pdf file here)
3) How to get your call centre to become more empathetic, articulate, responsible, knowledgeable, interested and efficient to all generations
Research shows that most people choose tried and tested brand names because they know what to expect from them. Your call centr e is often the primary point of contact for your brand and therefore responsible for creating the perception people have of your company. And let’s not forget perception is more important than truth when it comes to reputation. So don’t under estimate the importance of having a remarkable call centre. That’s why we focus on creating a sense of ‘seamlessness’ for call centres. In other words, a caller always knows what they going to get; and what they going to get must be not good, nor great but remarkable every time.
Our four-module course focuses on teaching agents about the following:
- Provides consultants with tools and skills for understanding, motivating and communicating in a multi-generational workplace
- The Voice: where and how it is made in the body
- Pitching your vocal energy appropriately for the nature of the call
- Vocal tone which communicates intention and emotion
- The mental barriers preventing vocal appropriateness
- The importance of words
- The difference between talking on the phone versus face to face
- Listening on the phone
To ensure measurability we like to spot test calls upon completion of training, which can also be used as a form of assessment. This course can be trained over 1, 2 or 3 days. (Download overview as pdf file here)
4) Engineering Service Experience – How to implement a Customer Service strategy in your organisation using “DISNEY”principles
Why is it that companies wressle with ways of implementing a SERVICE strategy within their organisations. It should be owned by their “CAST”members (staff) and recognised as meaningfull by their customers?
Most companies do not involve their staff in the design and engineering of the SERVICE experiences. They should!
At the end of this workshop delegates will be empowered to do the following:
- Understand why the Cast,Setting and Process all have a part to play in the service experience.
- How to incorporate your Values into Service Strategy
- How to Engineer Experiences using Disney Methodology.
- How to develop service TOOLS to assist staff in achieving their service standards
Methodology: Practical and participative which would include role playing some engineered experiences. This course can be trained over 1, 2 or 3 days. (Download overview as pdf file here)
5) How to allow for good inter-departmental communication and understanding
Inter-departmental communication is vital for an organisation to work. We see every department as an equally important link in a chain – and we all know that an organisation is only as strong as its weakest link. This fun and interesting course looks at a ‘collective personality’ departments take on and it unpacks why and how different departments don’t understand one another and therefore why they cannot communicate effectively and consequently work productively together.
We will leave delegates with tools to facilitate understanding, successful communication and efficient co-operation to enhance productivity for the organisation as a whole.
This course can be trained over 1, 2 or 3 days. (Download overview as pdf file here)
6) How to communicate with your clients in ways that will suit them, whilst still being assertive enough to have your own needs met
Learning how to really communicate with your clients is essential if you want to keep those clients loyal. This inter-active and fun course looks at what you can do to adapt yourself so that clients feel like they are being heard and that their needs are being met. We introduce the new world of work and unpack why we need to change in order to do things differently. We look at the generation gap, motivational styles, personality types, self awareness and most importantly we teach delegates how to ask appropriate questions and actually listen to the answers! We do this by providing content, skills, activities and workable tools so that sustainable transformation occurs.
This course focuses on the following:
- How the different generations communicate
- How they receive and internalise information
- Listening skills
- Dealing with potential conflict or misunderstandings
- Persuasive language
- Effective communication tools
This course can be trained over 1, 2 or 3 days. (Download overview as pdf file here)
7) How to cope with stress, and the perceived lack of time whilst learning about, adapting to and managing yourself in the new world of work
Certainly there is a link between feeling like you don’t ever have enough time and feeling stressed. Ultimately it is a vicious circle because the more stressed you feel about not having enough time, the more time you spend worrying about how stressed you are and potentially the less productive you become. Stress can also lead to procrastination and lack of motivation, which also ultimately wastes time. The healthier you are the more productive you are able to be.
With delegates, we discuss the reality of living and working in the new world of work in order to identify what stops them from using their time effectively. We ask them how they grew up. What their parents, teachers and primary care-givers told them to expect from the world. What kind of advice they provided. We question whether anyone could have predicted this changing world and how all this affects us today in terms of how we feel about our achievements and effective productivity? Lastly we look at our perception of stress. We introduce delegates to the three states of the brain where we store trauma, how we can progress to find empathy which results in our ability to make rational, productive and objective decisions.
This course can be trained over 1, 2 or 3 days. (Download overview as pdf file here)
