The following is a short list of the educational training sessions Alex is available to teach to you and your staff:

TEAM BUILDING TRAINING
Signal Point Lessons

1. TEAMWORK: How to improve our work and our worklife together.

The Work of Teamwork

2. MEETING STAKEHOLD EXPECTATIONS: How to clarify and accomplish our work.

3. REDUCING BARRIERS: How to turn obstacles into opportunities.

4. IMPROVING PROCESSES: How to manage our work more efficiently.

5. EMBRACING CHANGE: How to not keep doing what we’re doing.

The Team of Teamwork

6. MAKING AND USING GROUND RULES: How to act and interact as a team.

7. INCREASING OUR ACCOUNTABILITY: How to improve our commitment to team ground rules.

8. ACTING IN EMPOWERED WAYS: How to increase our own empowerment.

9. TAKING APPROPRIATE INITIATIVE: How to do our work and make proposals.

10. BEING CREATIVE TOGETHER: How to get out of mental ruts.

11. MAKING DECISIONS TOGETHER: How and when to make the decisions we can.

12. CREATING AWFUL MEETINGS: And how to fix them.

CUSTOMER SERVICE TRAINING
Single Point Lessons

1. CREATING A HEALTHY PARTNERSHIP: How to swap buttons and banners for something of real substance.

2. CLARIFYING OUR CUSTOMER VISION: What is our customer service mission?

3. EXAMINING BEST PRACTICES: How to expand our customer services vision.

4. GATHERING DATA: How to learn what our customers really want.

5. MANAGING EXPECTATIONS: How to jointly create clear and reasonable expectations.

6. IDENTIFYING AND REMOVING BARRIERS: How to get to the root of our customer service problem.

7. SOLVING PROBLEMS PROACTIVELY: How to get to the root of our customer service problems.

8. IMPROVING COMMUNICATIONS: How to explain complex procedures, clarify complicated processes, and give clear directions.

9. SHARPENING OUR LISTENING SKILLS: How to understand our customers’ point of view.

10. ESTABLISHING COMMON COURTESY: How to create a user-friendly environment.

11. HANDLING EMOTIONALLY CHARGED SITUATIONS: How to maintain respect – even when a customer gets angry.

COMMUNICATION TRAINING
Path of Dialogue
Single Point Lessons

ASSESSING OUR DIALOGUE SKILS: Where should we start our training?

UNDERSTANDING DIALOGUE: How to avoid silence violence.

GETTING BACK ON THE PATH OF DIALOGUE: How to build mutual purpose, mutual respect, and mutual meaning.

ASSESSING YOUR NATIVE TONGUE: What is your natural communications style?

LOOKING BEFORE LEAPING: How to move from strong emotions to dialogue.

AVOIDING SELF-DECEPTION: How to avoid blaming others, feeling helpless, and living out of control.

TURNING ARGUMENTS INTO AGREEMENTS. How to establish mutual purpose.

BECOMING BETTER LISTENERS: How to actively help others express what’s on their mind.

ENCOURAGING OTHERS TO SHARE: How to make it safe for others to express what’s on their mind.

SPEAKING YOUR MIND: How to share information so others will feel safe responding.

NOT JUMPING TO CONCLUSIONS: How to speak your mind without offending others.

Set of Lessons on “Undiscussables” (8, 9, 10)

DEALING WITH “UNDISCUSSABLES”: Why people won’t discuss certain opinions or feeling and the cost.

SHARING YOUR OWN “UNDISCUSSABLE”: How to discuss really tough topics.

DISCUSSING “UNDISCUSSABLES”: How to get better at safely bringing up real problems.