| Customer
Service Academy
Complete all ten modules and receive a certificate
from Merced College in addition to 5 units of credit!
Each course is just $18.00 and earns 1/2 unit of college credit.
Participants may register the first day of class.
Communication
Communication is a key to customer
service success. To best serve both our internal and external
customers, we must understand what they want, when they want
it, why they want it and what their expectations are. How
can we figure all of this out if we aren't good listeners
and communicators? This course covers verbal and nonverbal
communication as well as superior listening skills. Participants
will have the opportunity to practice techniques.
Customer
Service
Explore key skills and attitudes necessary
to effectively meet the customer's needs. Participants will
be introduced to concepts and appropriate techniques for dealing
with internal and external customers, enhancing customer satisfaction
and insuring positive communication.
Team
Building
If we don't have it together with
our internal customers, that often translates into poor customer
service for our external customers. Working as a team can
increase productivity, enhance project management, reduce
business conflicts and create superior customer service. Learn
the "styles" of your co-workers so you can work
together better.
Attitude
Having the right attitude has a positive
impact on the workplace and our interactions with our customers.
Explore how attitudes at work positively and negatively affect
customer service, the organization's image, productivity and
employee retention. The best selling training video "FISH"
will be featured.
Values
and Ethics
Ethical behavior affects what happens
in the workplace. This course provides the opportunity to
evaluate ethical behavior and what's appropriate and what's
not. A 3-step checklist is introduced to help participants
in recognizing ethical behavior.
Stress
Management
Did you know 1 million Americans call
in sick every day because of stress related reasons? This
costs organizations money...especially in lowered productivity.
This course defines what stress is and how it affects both
our employees and the workplace. Causes of stress are identified
and dozens of stress management tips and techniques are delivered
and practiced.
Time
Management
The workplace demands efficiency and
productivity. The way we manage our time has an impact on
our ability to get things done. Explore time management techniques
at work that will help you stay in balance and be more effective
in the workplace.
Conflict
Management
Conflict gets in the way of good business.
Explore the causes and impact conflict can have on customer
service. Learn strategies and techniques for resolving tough
issues and how to turn a difficult customer into a loyal one.
Decision
Making & Problem Solving
Many of us face a constant barrage
of workspace decisions and problems to be solved. Regardless
of our job responsibilities in the company, we are responsible
for smart choices. Learn decision-making styles, processes
and techniques and when they should be applied. Learn how
to be a creative problem solver.
Managing
Change
We face constant change in the workplace.
Explore our natural tendencies and the tendencies of our customers
to resist change. Learn skills to adapt and accept change.
Merced
College Workplace Learning Resource Center presents:
Generational Diversity
Working With Cross-Generational Teams
 |
Generational
Diversity
Working With Cross-Generational Teams
This is the first time in America’s history
that we have four generations working side by side
in the workplace. What an amazing experience for everyone
in today’s workforce….or is it? Cross-generational
teams face many challenges. This can affect time management,
conflict management, and overall productivity. How
do managers and staff foster a good working relationship
between generations? One size does not fit all when
working across generations.
Learning Objectives
By the end of this workshop, participants
will be able to:
• Define each of the four generations and their
workplace characteristics
• Identify each generation's value system and
how this affects their behavior in the workplace
• Recognize what motivates each generation and
how they define success
• Understand sources of generational conflict
and how to minimize it
• Appreciate and gain respect for what is important
to each generation
Dates and Time:
February 2 & 9, 2012
8:30 a.m. to 12:30 p.m.
(Paticipants must attend both dates)
Location:
Merced College Business Resource Center (Downtown
Merced)
630 West 19th Street
Merced, CA 95340-2898
Cost:
This is a college credit class. Tuition for the ½
unit class is just $18!
For more information or to sign up for the class,
please call Merced College Workplace Learning Resource
Center at (209) 386-6733
|
Merced
College Workplace Learning Resource Center presents:
Cultural Diversity
A course designed to help participants
interact with people from other ethnic and cultural backgrounds
“We all should know that diversity
makes for a rich tapestry,
and we must understand that all the threads of tapestry
are equal in value no matter what their color.”
-Maya Angelou, American
poet
 |
Cultural
Diversity
Participant
objectives include:
• Understanding, respecting & valuing different
cultural backgrounds
•
Understanding the four layers of diversity
•
Exploring differences and stereotyping
•
Assessing the impact of diversity in your organization
•
Understanding cultural programming and how to accommodate
it
•
Learning the most common beliefs of Americans held by
other cultures
Dates and Time:
Spring 2012 TBA
Location:
Merced College Business Resource Center (Downtown Merced)
630 W 19th Street
Merced,
CA 95340-2898
Cost:
This is a college credit class. Tuition for the ½
unit class is just $18!
For more information or to sign up for the class, please
call Merced College Workplace Learning Resource Center
at (209) 386-6733. |
Merced
College Workplace Learning Resource Center presents:
Personality Diversity
 |
- Personality
is defined as enduring patterns in thoughts, feelings,
and behaviors across situations
-
Personality traits are behavioral predispositions
that are not hard-and-fast rules for predicting our
behaviors, but they are behavioral tendencies
-
The most effective managers appreciate the diversity
of their workforce
- Diverse
groups that give the extra effort to understand and
accept each other's personalities tend to produce
higher quality decisions
-
Appreciating personality diversity means respecting
the strengths and limitations of each individual,
and knowing how to capitalize on each individual's
strengths
Dates
and Time: TBA |
|
