Highly functioning Customer Service teams are viewed by their customers as partners, not simply suppliers. The ability to effectively represent your company to the customer and the customer to your company is a competitive differentiator that requires skilled and aligned customer service team members.

Focus Areas

• Managing dual roles: Representing the customer to your company, and Representing your company to the customer
• Determining Customer Wants vs. Needs 
• Balancing a Customer vs. Product Focus
• Interacting with Different Customer Personality Types
• Knowing Your Customer’s Business
• Communicating Effectively: Communication Types, Communication Model, and Listening Skills and Blocks
• Handling Non-Standard and Out of Scope Requests
• Dealing with Difficult Customer Situations
• Managing Time and Tasks in a Customer Service Environment
• Analyzing a Customer SWOT

All sessions are from 8:30 a.m. - 3:30 p.m., lunch will be provided.

This NEW 3-hour workshop/training has been developed to help employees understand how to interact well with their colleagues and other personnel. The training teaches the foundations and types of harassment with the goal of creating a more respectful workplace.

Who is this course for:
This training is for entry-level staff up through leadership positions. 

The Breakdown:

• Recognizing, addressing, and preventing workplace harassment
• Importance of addressing behaviors
• Intention vs. Perception - the common mistake in employee relations
• Identifying the types of workplace harassment
• Protected classes
• Company policy
• Reporting and investigation procedures
• Legal consequences
• Creating a positive and respectful workplace
• Questions and answers

Three Skill-Building Workshops with Clear, Relatable Tools for Supervisors / Team Leads.

Week 1 - Awareness

Effective Communication, Team Building

• Defining a good leader, Your role in the workplace
• How do I rate now?, How do I improve?, The #1 skill needed to succeed

Week 2 - Empowerment

Leading as a Coach, Performance Management Techniques

• The 5 languages of motivation
• Positive Reinforcement Techniques

Week 3 - Confidence

Communicating with Difficult People, Managing Conflict

Handling Stress in the Workplace, Time Management and Goal Setting

• Authentic Leadership - remaining true to yourself in difficult situations
• Documentation Best Practices

Workshop Series Dates

• Wednesday September 25, October 2, & October 9

A ll sessions are from 8:30 a.m. - 12:30 p.m. in the Schmidt Training and Technology Center

Overview:

The ability to lead successful projects is fast becoming the standard to compete in today’s highly complex and technical workplaces. This course is for skilled professionals with some experience in project management and working in teams. This course explores the standards and practices in agile, hybrid, and traditional project environments. It brings the knowledge of PMI’s global community of practice to you, with coverage of the full suite of topics in the Project Management Professional (PMP)® certification. This course delivers the knowledge and skills that you need to demonstrate project management proficiency in professional settings. It can be a significant part of your preparation for the Project Management Professional (PMP)® Certification Exam. The skills and knowledge you gain in this course will help your team or organization avoid making costly mistakes and increase your competitive edge in the project management profession. This 35 -hour course will be held for seven consecutive Tuesdays beginning October 1, 2024 from 8:00 AM-1:00 PM.

PMP Exam Prep Course Overview

• Introduction - Class overview and Introduction to Project Management
• Module 1: Business Environment Project Management concepts and approaches
• Module 2: Start the Project - Critical concepts for kicking off a project of any kind
• Module 3: Plan the Project - Develop all aspects of the project, such as the scope, budget, and schedule
• Module 4: Lead the Project Team - Build and coach a strong project team, even through conflict
• Module 5: Support Project Team Performance - Ensure your team is doing its best and stays on track
• Module 6: Closing the Project/PhaseReview close-out procedures and transition/terminate the project

All sessions are from 8:00 AM - 1:00 PM in the Schmidt Training and Technology Center. Sign up!

This 7-hour workshop is designed for first-level to intermediate-level supervisors, specifically those who would like to enhance both their leadership mindsets and skillsets. Participants who attend this training will receive a RACC Workforce certificate upon completion of the class.

Key focus areas include:

Know Yourself

• Leading vs. Managing
• Determining your Leadership Identity
• Developing Self-Awareness
• Demonstrating Resilience

Know Your Team

• Align to Team Behavior Styles
• Delegate Purposefully
• Providing Feedback and Coaching
• Building and Leading Engaged Teams

Know Your Work

• Communicating Effectively
• Establishing and Completing Goals
• Prioritizing Time and Tasks
• Achieving Continuous Improvement

All sessions are from 8:30 a.m. - 3:30 p.m., lunch will be provided.