The webcast sessions, which run from 2-3 p.m. Eastern time, will be held on the following dates and cover the following topics:
April 9, 2008
Effective workplace communication. This session addresses communication among co-workers and customers. Presenters review guidelines for effective communication and ways to save time and confusion in conversations.
April 16, 2008
Telephone etiquette. Learn tips for interacting with customers by telephone and using listening skills and other techniques to be more attentive.
April 23, 2008
Dealing with customers in difficult situations. Working with emotional customers can be challenging. Understanding a customer’s needs and offering solutions is the key to handling these types of situations. This session will provide helpful tips on how to calm an emotional customer, and will teach you how to look for win-win solutions and resolve conflict with education and training.
April 30, 2008
Personalities in the workplace. Understanding different personalities and how to work with them can increase the effectiveness of your communication, which can positively affect your customer service. This session reviews the different types of personalities you may encounter at work.
May 7, 2008
E-mail etiquette. This session will help you understand electronic communication issues and etiquette, including tips for interaction that promotes efficiency and confidentiality.
May 14, 2008
Brighten your workplace with humor. Explore the importance of humor and fun in the workplace. You will discover the many positive benefits of humor and discuss what to avoid in the work environment. Helping colleagues see the value of bringing laughter into the workplace encourages positive change.
May 21, 2008
Managing stress. Get tips on how to decrease your stress level. By taking good care of yourself, organizing your workload and being proactive, you can counteract the effects of stress and see positive outcomes. The session will include a brief quiz to help audience members determine personal stress levels.
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