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  • 1 Request Info

    Knock Your Socks Off Service

    Through a self-assessment, customer service employees and managers respond to 79 statements about customer service behavior and practices. The Employee Guide focuses on your employees' perceptions of their abilities — and those of the organization — to deliver KYSOS. The Manager Guide pinpoints developmental areas and helps customer service managers plan for improvement. Used together, there isn't a more powerful tool to diagnose your organization's readiness to deliver KYSOS. Can be customized based on organizations needs.
  • 2 Request Info

    Rapid Learning Workshop Series

    CLI Rapid Learning Workshops These workshops are held at your location, in two-hour sessions to deliver essential workplace topics that you select. Our Engaging Format Includes: A session overview and icebreaker A review of last session An instructor led topic introduction A break out activity that allows participants to practice new skills A job aid to leave behind A short action plan to ensure transfer of learning to work Create a Year-Long Series of Trainings With Our Comprehensive Topics List: Effective Communication Building Collaboration & Teamwork Skills Developing Effective Leadership Skills Managing Time & Priorities Managing Conflict Introduction to SL2: Situational Leadership Using Delegation Skills Living the Mission & Values Personality Assessment Leveraging Your Strengths Performance Feedback Customer Relations Skills Using Innovation & Creativity at Work Influencing Others without Authority Negotiating & Project Management: Give & Take
  • 3 Request Info

    Managing Change

    This workshop helps employees through the emotional transition from “what was” to “what will be,” because change is successful when they reorient and adapt on a personal, emotional level. The program is based on a three-stage process developed by William Bridges, Ph.D., whose book, Transition – The Personal Path Through Change, integrates DISC® insights to help people transition effectively. This workshop provides everything participants need to get on board with changes. A personal learning guide actively involves participants in self-directed study, one-on-one coaching, in large- or small-group workshops.
  • 4 Request Info

    Town Hall Meeting

    Corporate Learning Institute has developed a new one-day mini-retreat to revitalize your organization and motivate your group to prepare you for the upcoming business year. This session allows you to gather vital members of your organization to have a joint conversation about their current needs and concerns. Skillful and structured facilitation allows for a high-impact session to create essential action steps for the future. Town-Hall Meeting Outcomes: ? Air concerns and needs ? Understand the diversity of opinions without judgment ? Consider options for improving group cohesion and communication ? Develop the best possible approach to the future ? Ramp up your organization’s options for the future ? Develop a charter for specific actions steps
  • 5 Request Info

    Conflict Management and Effective Negotiations

    This workshop utilizes the Thomas Kilmann Conflict Indicator ® to help your workers understand their own approaches to conflict resolution. The online, self-scored assessment identifies their over-use and under-use of the five methods of conflict resolution. Interpretation and feedback materials help them understand the most appropriate uses for each conflict-handling mode. The Five Response Modes in Conflict Situations Are: Competing: High assertiveness and low cooperativeness. The goal is "to win". Collaborating: High assertiveness and high cooperativeness. The goal is to find a “win-win solution." Compromising: Moderate assertiveness and moderate cooperativeness. The goal is to “find a middle ground." Avoidance: Low assertiveness and low cooperativeness. The goal is to “delay." Accommodating: Low assertiveness and high cooperativeness. The goal is to "yield." Participants will learn the value of conflict, and tools and techniques for effective conflict resolution.
  • 6 Request Info

    The Bounce Back Strategy Workshop- Rebounding from Setbacks

    This workshop allows you to recognize and avoid performance-disrupting mental traps. It will help participants choose their reaction and pace their responses. Choose this workshop to teach and inspire participants to avoid the personal burn-out that can result from failures or set-backs. •This workshop can be formatted into half or full day sessions •Add as many participants as you want •Each workshop is custom-designed •Add an assessment or workbook to assure learning transfer Program Outcomes: •Stay calm in the moment and rebound quickly from set-backs. •Eliminate the destructive effects of self-talk. •Learn the mental toughness strategies taken from the world of sports psychology. •Choose their attitude and develop coping strategies for staying motivated. •Modify the peaks and valleys performance cycles which destroy self-worth and motivation. •Develop the mental do’s and don’ts for pre-creative session coping.
  • 7 Request Info

    FourSight for Optimizing Innovation & Creativity

    This powerful workshop allows your participants to focus on the "what" and "how" of innovation. The half- or full-day workshop incorporates our innovation toolkit with the FourSight Assessment tool. Your team members will identify their role in creating and innovating new approaches and ideas at work. Thousands of corporate, educational and nonprofit clients use FourSight to examine where they excel and where they don't, and to understand the four phases of the breakthrough-thinking process. Workshop Key Learnings and Outcomes: •Participants will receive a workbook and materials. •Participants will understand their preferred role in the innovation cycle; clarifier, ideator, developer, or implementer. •Participants will action plan to develop the best alignment their group or team can achieve.
  • 8 Request Info

    Working Together Collaboratively-- The DiSC

    This workshop uses the DiSC ® personal Profile Assessment to help individuals determine their fits and misfits. The foundation of personal and professional success lies in understanding both yourself and others, and in acknowledging the impact of your behavior on others. The Personal Profile System has unlocked the door to productive communication and relationships for nearly 40 million people, with the DISC Dimensions of Behavior approach. Key Learning's and Program Outcomes: Participants improve their communications skills because they’ll understand other work styles. Team leaders communicate instructions and expectations more effectively, provide effective feedback, and manage conflict.
  • 9 Request Info

    Building Your Team's Innovation Strategy

    Launch Team Breakthrough Thinking and Delivery Imagine the difference it would make to your projects if everyone knew their innovative thinking approach and developed an optimal team process to deliver break-through results. Your participants will discover their innovation style as well as the team’s collective style- strengths and limitations. Our three steps will truly optimize your innovative outputs: Your team will complete the FourSight Assessment Profile on line, which measures individual preferences. The brand new Team Report offers a 20-page debrief that provides the team with a clear sense of their strengths and problem areas to watch out for. Our one day workshop will provide feedback on your team’s strengths and limitations and offer new tools for easy use in thinking as a creative team. Your team members will develop their “signature” delivery process which includes clarifying, ideating, developing and implementing solutions using a real live business challenge.
  • 10 Request Info

    High Performance Team Building

    From clients like Whirlpool, Herman Miller, Tellabs, Exelon, and Kerry to The Cirque du Soleil, CLI has offered decades of effective high performance team building training sessions. This program is for teams that need to get very good at collaborating very fast. The High Performance Team Building Program is designed into a series of half-day, full day or two-day time frames and is custom designed based on your specific learning objectives. The CLI High Performance Team Building Program is effective because it takes participants out of their regular work routines and immerses them in a rich and supportive learning environment. When coupled with an experiential approach and a variety of basic team skills, participants leave with key learning takeaways.
  • 11 Request Info

    The Five Dysfunctions of a Team Workshop

    CLI offers The Five Dysfunctions of a Team Workshop ®, based on the New York Times bestseller by Patrick Lencioni. This interactive workshop is available in a half-day, full day, orThe Five Dysfunctions of a Team workshop two day session format. We begin the session with a web-based needs assessment and individual Five Dysfunction Self Assessments, then use instructor-led classroom and breakout exercises to help your team make progress in their levels of trust, ability to manage conflict, capacity to increase commitment and accountability, and to focus on results. At the conclusion of the workshop, each individual will be able to assess their role in their team’s specific dysfunctions and will create a plan together for more cohesive teamwork.
  • 12 Request Info

    Innovation Team Launch Session

    CLI’s half-day jump-start session prepares your team to work collaboratively and creatively. Like a business incubator, our session will nurture and cultivate team member trust, communication, collaboration, and commitment rapidly and efficiently. How do we do it? Our sessions are designed to introduce the Disc work style assessment in a fast-track session. We employ concepts, tools, and strategies for managing the team and team members toward successful project development. The session includes: •Understanding the innovative thinking process •Understanding the teamwork conditions for innovative projects require •How the Disc work style assessment relates to innovative thinking •Your personal Disc style preference strengths and challenges •What part of the innovative process you prefer, or will avoid •How your team can support each other to achieve the outcomes they want •Creation of a team framework to ensure success
  • 13 Request Info

    Customer Service for Health Care Professionals

    It is safe to say, most health care facilities you deal with fail to deliver superior customer service. No one was born knowing this skill...it is a learned trait. How can you expect to deliver the kind of customer service that wows your customers if you do not train to do so? This one day class examines who we are and what we do as a health care provider. We analyze our attitude and communications skills, and take a hard look at what our customers need. We learn customer service skills whether delivered in person, over the phone, or electronically. Finally, we learn how to handle complaints and difficult customers.
  • 14 Request Info

    Managing Difficult Customer Behavior

    Participants will learn step-by-step guidelines and techniques to use when dealing with different customer behaviors, with the ultimate goal of turning that customer into a raving fan! Have you ever had a customer react in a negative way to your product or service? What about... the demanding customer? The passive one? The irate customer? Oftentimes, how we handle the difficult clients can say more about our company than how we handle the routine client. There are any number of customer behaviors that we encounter in a service industry, and some of them can pose a challenge.
  • 15 Request Info

    Proper Telephone Techniques

    Have you ever heard the expression, “Sometimes it’s not what you say but how you say it?” If ever there was a situation where this holds true, it is when you are interacting with customers. Participants will learn the impact of the telephone and the speaker on the perception that is created for the customer. Voice inflection, body language, opening and closing a call, addressing the caller, company jargon, ten best and worst things to say to a customer, and other statements to avoid are just some of the things that can make the difference in the perceptions your customers have of you and your organization.
  • 16 Request Info

    Creating a Customer Service Culture

    Customer service. A term we hear often and strive to implement yet often times the practice eludes us. The difference between acceptable customer service and outstanding customer service is “living” it everyday. In this program, participants learn the basics of excellent customer service... how it impacts internal and external customer relationships how to put it into practice and how the level of customer service directly corresponds to the achievement of departmental and corporate goals. By utilizing practical skills to exceed the customer’s expectations, participants will learn to support the organization’s goals in building long term relationships with your most important asset: your customer
  • 17 Request Info

    Strategies for Exceptional Customer Service

    Providing your customers with excellent customer is the job of every employee. Excellent is what will keep your customers coming back. Customer service excellence is competitive advantage needed to thrive in a uncertain business climate. In today’s global village, businesses with a customer-oriented focus know that it’s the people skills which are the critical for success. How your staff interacts with your customers will directly affect individual, team and organizational performance. Our Strategies for Exceptional Customer Service workshop teaches you the skills necessary to create long-term relationships through customer service excellence.
  • 18 Request Info

    Smarter Meetings Matter

    Includes meeting etiquette checklist, essential elements that need to be in place before a meeting is called, effective facilitation techniques that encourage participation, meeting alternatives that can save you lots of time and money!
  • 19 Request Info

    Moments of Magic®: How to Create An Amazing Customer Experience

    Customer service is not a department. It is a philosophy to be embraced by everyone within an organization. In this course, Shep Hyken will explain the concept of why satisfying customers is no longer good enough.
  • 20 Request Info

    Driving Meaningful Change

    This course will provide managers the knowledge and tools to adapt to ever-evolving dynamic workplaces and to enable them to act as effective change agents within their organizations and their communities.