Skills Training
Seeking higher employee satisfaction, loyalty and retention? Look no further than your employee engagement survey results that beg for increased skill development.
Management Skills Training
One of our signature skills training programs, the Performance Management Workshop, focuses on developing critical management skills in middle managers and senior leaders. Our program presents a disciplined approach to mastering six key management and coaching activities.
During the workshop experience, professional training facilitators introduce managers to tools and activities aimed at improving their ability to communicate effectively with employees, to observe and accurately assess employee performance, engage in constructive balanced feedback, build meaningful action plans that create behavioral change, and hold them accountable for performance in a supportive yet firm manner thus maximizing their productivity and the results they achieve.
Managers will learn:
- Best practices to clarify results, activities and behaviors that drive performance
- Creating effective team and individual goals
- Conducting high impact team meetings
- Evaluating quantitative and qualitative performance for improvement
- Creating and following up on individual action plans that drive results
- Maximizing individual performance through collaborative coaching
Program inclusions: Our comprehensive management training program features five, full-days in the classroom over a period of six months (40 hours of curriculum) for 25 participants per session. Our engagement also includes a train-the-trainer workshop designed to support a continuation of training through certified in-house trainers and our license-free training tools.
Need a two-day program? Need an afternoon introductory session? Contact us for flexible options to begin developing your management team.
Sales Skills – Managing Relationships
One of our signature sales training programs, the Relationship Management Workshop, builds an understanding of the value of a disciplined approach to targeting, interacting with and managing customer relationships over time. The focus of this workshop is on how to use the three-phase Relationship Management Process: Plan, Interview and Serve.
The unique combination of activities, tools and behaviors place a high priority on developing effective solutions to maximize customer satisfaction and deepen relationships.
Participants in the Relationship Management Workshop will learn:
- Effective prospecting and targeting of relationship opportunities
- Best practice planning and communication strategies for outbound calls to earn appointments
- Need-focused customer interviews, capturing critical customer data in an organized manner
- Routine follow up to expand customer relationships
- Proactive collaboration with business partners to create diversified customer relationships
- Managing time efficiently and effectively
Program inclusions: This comprehensive sales training program features four, full-days in the classroom over a period of six months (32 hours of curriculum) for 25 participants per session. Each training session is followed by a reinforcement teleconference. Train-the-trainer events are available for certification of in-house trainers, along with our license-free training tools.
Need a two-day program? Need an afternoon introductory session? Contact us for flexible options to begin developing your sales team.
Sales Skills – Referral Excellence
Center for Practical Management offers the Referral Excellence Workshop to deliver an understanding of the value of listening carefully to the needs of customers and taking ownership for initiating a dialogue about the customer’s desire to address those needs.
During the workshop experience, participants discover their skills and ability to demonstrate genuine interest in customers, inquire with sensitivity to the customer’s privacy, explain benefits, confirm interest, and introduce the customer to the specialist who can provide the value-add solution.
Participants in the Referral Excellence Workshop will learn:
- Best practice Referral Process
- Understanding types of financial needs
- Recognizing and responding to need clues
- Clarifying and confirm potential customer needs
- Collaborating with Business Partners for making customer-focused referrals
- Revisiting the customer and confirming satisfaction
Program inclusions: Three half-day sessions over three back-to-back days (12 hours of curriculum) for up to 25 participants per session. The half-day format allows clients to offer morning and afternoon sessions to split participants and accommodate business continuity. Each training session is followed by a reinforcement teleconference. Train-the-trainer events are available for certification of in-house trainers, along with our license-free training tools.
Need a two-day program? Need an afternoon introductory session? Contact us for flexible options to begin developing your sales team.
Phone Sales & Service Skills
Center for Practical Management offers a specialized training program for development of employee groups in high-volume, high-stress service roles such as contact centers and call centers. Our training program develops the ability of employees to communicate effectively and listen proactively, similarly to our retail training program, but also focuses intensively on recognizing and resolving customer tension with care and respect.
During the workshop experience, professional training facilitators introduce employees to …
Participants will learn:
- Best practices for the defining moments in the service process
- Creating memorable experiences through professional communication skills
- Handling interruptions in a professional manner
- Handling difficult situations in a client-focused manner
- Solving problems in a proactive manner, without placing blame
Program inclusions: Three, full-days in the classroom over two to three months (24 hours of curriculum) for up to 25 participants per session. Each training session is followed by a reinforcement teleconference. Train-the-trainer events are available for certification of in-house trainers, along with our license-free training tools.
Need a two-day program? Need an afternoon introductory session? Contact us for flexible options to begin developing your retail team’s service skills.
Professional Communication Skills
Center for Practical Management has been delivering service excellence training to clients in a range of industries for over a decade. Our training program develops the ability of employees to communicate effectively, listen proactively, problem-solve without placing blame to significantly impact customer satisfaction.
During the workshop experience, professional training facilitators introduce employees to activities aimed at fully understanding the value and impact of delivering consistent, memorable service to customers and colleagues.
Participants will learn:
- Best practices for the defining moments in the service process
- Creating memorable experiences through professional communication skills
- Handling interruptions in a professional manner
- Handling difficult situations in a client-focused manner
- Solving problems in a proactive manner, without placing blame
Program inclusions: Three half-day sessions presented over three days (12 hours of curriculum). A half-day format provides two sessions per day (up to 25 participants) to split employees and accommodate business continuity. Train-the-trainer events are available for certification of in-house trainers, along with our license-free training tools.
Need a two-day program? Need an afternoon introductory session? Contact us for flexible options to begin developing your retail team’s communication skills.
Product Knowledge Training
Our Product Knowledge Program is an efficient learning technique based on repetition and timing. Participants will develop knowledge first, proficiency second and then the ability to converse easily about solutions, in a highly confident manner.
Center for Practical Management provides a process and templates for creating and managing product drill activities that will have a profound impact on customer perception of employee knowledge and their ability to resolve problems efficiently and effectively.
- Knowledge drills build product and service mastery; a thorough knowledge of features and benefits;
- Speed drills develop the quick recall necessary to speak about products and services fluently without hesitation
- Conversation drills create the ability to talk with people about products and services in a natural tone and pace that promotes an easy, productive dialogue
Program inclusions: Three half-day sessions presented over three days (12 hours of curriculum). A half-day format provides two sessions per day (up to 25 participants) to split employees and accommodate business continuity. Train-the-trainer events are available for certification of in-house trainers, along with our license-free training tools.
Need a two-day program? Need an afternoon introductory session? Contact us for flexible options to begin developing your sales team.