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Communication Skills – Handling Complaints – 

As long as there are customers or clients there will always be complaints.  Respect and thank those who bring complaints

Four ideas to increase success include:

1. Sometimes just having an opportunity to be heard is enough.
2. Empathize… put yourself in their shoes.
3. Apologize only once.  This does not necessarily mean you are accepting responsibility for the problem; merely regretting their inconvenience.
4. There is no need to apologize for your rules or policies.

Our Toronto based Customer Service skills training workshop provides the skills to create winning interactions with your most valuable resource.

Contact us today to find out how our Toronto based customer skills training and other communication skills and leadership courses and workshops can help you build your professionalism.

Business Writing

Get your message across with clarity, brevity and increased success.

1. Establish an appropriate tone by focusing on the reader.  Replace some of your “I’s andwe’s“ with “you”
2. Accentuate the positive by telling what you can do.  Always state your ideas in positive terms.
3. Use bullets and numbers to make your writing easier to understand and easier to read.

Our Toronto based business writing skills workshop provides strategies and techniques to sharpen your business writing skills.

Contact us today to find out how our business writing skills training and other communications skills courses and workshops can help you build your professionalism.  Our public workshops take place in Toronto.

Presentation Skills – 

Demonstrate your leadership ability; earn respect; get results

Three ideas to increase success include:

1. Slow down your breathing so that your whole body becomes relaxed.
2. Focus on your objectives and plan to overcome their objections.
3. Remember, the larger the audience the more dramatic the presentation with respect to voice inflection, body movement and gestures.

Our presentation skills training seminar provides strategies and techniques to ensure that your message achieves results and influence others.  Workshops can be delivered at your location or in our location in Toronto.

Contact us today to find out how our presentation skills courses workshops and other communications skills training courses can help you build your professionalism.

Business Writing – 

The idea is to get your message across with less effort and greater impact.

Three ideas to increase success include:

1. Before you write, consider your purpose. What do you want to accomplish?  What do you want your reader to do?
2. State your purpose or your writing in the first sentence.
3. Replace business clichés with conversational words.

               Replace:                          With:

• along the lines of             like
• at which time                    when
• for the purpose of            for
• for the reason that            since, because
• in order to, in order that    to, so
• in regard to                      about
• in the event of                  if
• in the near future              soon,  shortly

Our Toronto based business writing skills workshop provides strategies and techniques to sharpen your business writing skills.

Contact us today to find out how our business writing skills training and other communications skills courses and workshops can help you build your professionalism.  Our public workshops take place in Toronto.

Presentation Skills – 

Making dynamic presentations with confidence is an essential skill that demonstrates your leadership ability and earns respect.

Whether the intention is to motivate, to inform, to influence or to defend, the way you present yourself and your ideas is key to your success.

Three ideas to increase success include:

1. Pay attention to your appearance and your physical stance.  55% of your message comes from what they see.  If you want to be perceived as reliable or powerful, consider what clothing and what posture would contribute to that perception.
2. Vary the speed of your delivery as well as the inflection and the volume. 38% of you message comes from your voice.
3. Strive to be perceived as dynamic/enthusiastic; comfortable; believable; knowledgeable and humourous when appropriate.

Our presentation skills training seminar provides strategies and techniques to ensure that your message achieves results and influence others.  Workshops can be delivered at your location or in our location in Toronto.

Contact us today to find out how our presentation skills courses workshops and other communications skills training courses can help you build your professionalism.

Assertiveness Skills – 

Assertiveness enables us to communicate our opinions, thoughts, beliefs and emotions in an effective and confident way – without being passive nor aggressive.

Four ideas to increase success include:

1. When saying no, remember to be gracious by always offering an alternative.
2. Use three sentences to disagree diplomatically. First, paraphrase to demonstrate your understanding of their recommendation. Second, acknowledge the value of their recommendation. Third, present your own recommendation
3. Ask questions to ensure that you work together to a resolve conflict when an issue is important to you. i.e.: What do you need? How can we resolve this situation?  What would it take to fix this?
4. Information is power; use the additional information to establish common ground and mutual goals.

Our Toronto based assertiveness skills training workshop provides the assertiveness skills essential to getting your ideas, plans and feelings across with confidence and conviction.

Contact us today to find out how our Toronto based assertiveness skills training and other communications skills courses and workshops can help you build your professionalism

Time Management – 

If you delay starting or put off doing something, it may take longer to do later.

Three ideas to increase success in overcoming procrastination include:

1. Overcome perfection paralysis… unless you are a brain surgeon 90% right is better than 100% of nothing.  Having all the information before taking action either takes too long or is not possible.  Build your self esteem and your intuition.
2. Engage in the “dirty practice” of self-discipline by committing to someone else.  We work harder at not disappointing others.  Simply “announce your intentions” or if you really want to succeed, sign a contract agreeing to pay a large sum of money if you don’t complete the task or behaviour.
3. Use the 21 day success habit check list.  Post a visible calendar and give yourself a check each day you complete a task or behaviour After 21 days it will become habit.

Our Toronto based time management skills training workshop provides the time management skills essential zero in on the areas that will provide the greatest return.  Participants develop the methods to step out of the states of overwhelm, frustration, disorder, anxiety and lack of control into the state of mastery and satisfaction.

Contact us today to find out how our Toronto based time management skills course and other communications skills and leadership training programs and workshops can help you build your professionalism.

Assertiveness Skills – 

Many job-related frustrations and stresses can be traced to discomfort in handling difficult situations:  We may avoid dealing with these types of situations or may offend others by coming on too strong.  We need to learn to act assertively by expressing concerns directly, firmly and with composure.

Three ideas to increase success include:

1. Strive to be realistic, responsible and respectful.
2. Build your confidence and your self-esteem every day by reflecting on “what’s good about you?”
3. Structure your sentence to begin with “I” followed by either “expected” or “prefer” or “need”, when you are providing feedback concerning performance issues.

Our Toronto based assertiveness skills training workshop provides the assertiveness skills essential to getting your ideas, plans and feelings across with confidence and conviction.

Contact us today to find out how our Toronto based assertiveness skills training and other communications skills courses and workshops can help you build your professionalism

Time Management – 

Today’s greatest time saving device is sometimes tomorrow.   Procrastination can result in poor performance related to quality and missed deadlines; unnecessary stress and stress related illness.

Six ideas to increase success in overcoming procrastination include:

1. Just thinking about something you need to compete is a step in the right direction. Planning how you are going to act is a big step forward.
2. Choose one action that appeals to you.  Just get started…inertia will keep you going.
3. Identify the behaviours you exhibit when you procrastinate.   Do you engage in lengthy social conversations; spend extra time reading; search for things to eat or drink?  Recognizing these behaviours will help you to realize when you are procrastinating and signal you that it’s time to get started on something more important.

Our Toronto based time management skills training workshop provides the time management skills essential zero in on the areas that will provide the greatest return.  Participants develop the methods to step out of the states of overwhelm, frustration, disorder, anxiety and lack of control into the state of mastery and satisfaction.

Contact us today to find out how our Toronto based time management skills course and other communications skills and leadership training programs and workshops can help you build your professionalism.

Leadership –

Success is what you do… not who you are!

Three ideas to increase your leadership success include:

1. Communicate with power; assume the body language and the voice of a winner.  Look and sound the part.
2. Build your listening skills.  No one has ever said, “I can’t stand how that person always listens to me.”
3. How you think determines how you act; think positively.  Don’t be so busy “awfulizing” that you miss the best parts of life.  You can be as happy as you make up your mind to be.

Our Toronto leadership training course provides leadership strategies and techniques to shape your performance as a supervisor or team leader.  The program will assist you to influence others.

Contact us today to find out how our Toronto based leadership skills training seminars and other communications skills supervisory skills workshops can help you build your professionalism