Problem Prevention

Proactively reduce workplace challenges.

Effective Hiring and Selection
( for managers and supervisors – 2 hours )

identify competencies – follow guidelines for legal questions – use behavior-based questions – identify desired answers – structure the interview – evaluate candidates – check references – welcome and orient the new team member

Prevention & Confrontation of Harassment in the Workplace
( for supervisors and managers – 1.5 – 2hours )

definition of illegal harassment – supervisor responsibilities: know company policy and procedures; set an example; talk about harassment; monitor and confront behavior; respond appropriately and effectively to complaints

Harassment: Every Employee’s Responsibility to Prevent Unfair Treatment
( for employees –.75-1 hour )

company policy – harassment definitions – avoiding charges of harassment – common sense guidelines – take action against harassment – confront and report harassment

Values-Based Customer Service
( supervisors and managers – 2 hours )

discover what customers want and anticipate needs – link customer service to your organization’s Core Values – help employees choose specific ways of responding to customers that consistently reflect these values – holding employees accountable for service quality

Customer Service: Cool, Calm and Responsive
( for employees – 2 hours )

customer pet peeves – know your customers – where is your focus? – levels of service – what customers want – communicating assurance – being responsive – being reliable – strategic use of complaints