Level 1: Ground Level Essentials
This is considered the "basics" for all or most employees, but certainly the minimum standard for being considered for any type of leadership position. This sets the foundation for all subsequent levels of leadership competence.
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“There were things I already knew but this class gave me refreshers on excellent customer service and how emotional intelligence plays an integral and vital part in our daily interactions internally and externally”
Training Workshops
- COMM101: Effective Communication
- Leading Strong Customer Service Teams
- Emotional Intelligence
- Listening: the key to superior leadership
- Managing Difficult Conversations
- Rock Wall Climbing Experience
Communications 101: Effective Communication  The key to effective leadership is effective communication. If you are talking and no one is listening or understanding, you are not communicating. In this introductory session to leadership communication, we identify what communication is (listening and speaking), communicating differently to different people, and when to use email, written, phone, virtual or face-to-face communication. |
| Customer 101: Leading Strong Customer Service Teams-- internally and externally Customer service is not just about the “customer”. Excellent customer service begins with the leadership, the culture of an organization and its team members. Research reveals that happy employees create happy customers. Surveys show this consistently within 2% of each other. In this session we will define customer service, identify who your customer is, the three rules for excellent customer service, culture and customer service and listening skills. This workshop includes a workbook and customer service style assessment. |
| Emotional Intelligence Logical intelligence will set leaders and team members up for one level of success in their job. But to move to higher levels of effectiveness you must also develop your emotional intelligence (EQ). When you combine both intelligences together, you will understand yourself better, get along better with colleagues and lead more powerful and successful organizations. In this session, you will learn how to identify and handle your emotions as well as gear them towards a positive outcome. You will learn how to respond proactively, communicate more effectively, build stronger relationships and inspire others to do the same. The EQ survey helps to identify strengths and opportunities for growth in the following areas:
What participants are saying:
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Listening – the Key to Superior Leadership    Most leaders think they are good listeners. But when it comes right down to it, what do their employees and peers really think? Are you able to silence your own mental chatter long enough to focus on what others are saying? Do you easily read body language and pick up what is being said “between the lines”? Do you know how to make people feel at ease and understood when they talk to you, even if you do not agree with them? Over 70% of people report that they do not feel like their boss really listens to them – these same 70% say it would make a difference in their performance if they felt listened to, valued and understood. Listening is a key skill to successful leadership. What participants are saying:
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| Managing Difficult Conversations Conflict is a normal and necessary part of healthy relationships. As leaders we must learn to be confident in leading ourselves and others through proper conflict resolution. When a leader mismanages conflict it can harm relationships, break down trust and have long term results on projects… ultimately hitting the bottom line and affecting the entire organization. On the contrary when conflict is handled in a respectful and positive way, it creates the opportunity for growth, ultimately strengthening the bond between team members. By learning the skills you need for successful conflict resolution (which includes managing conflicts between your team members as a mediator), you can face disagreements with confidence and keep your personal and professional relationships strong and growing. |
| Indoor Rock Climbing Half Day Experiential Leadership Workshop: This exciting and engaging half-day group program is custom designed to meet your group’s unique goals. It is a perfect way to practice and reinforce skills covered in previous workshops or to introduce new topics and skills to your group. The program will include interactive initiatives, group and individual debriefs and coaching, and, of course, learning to rock climb and to belay, that is, to control the rope that keeps the climber safe. These half-day, morning workshops are held here in Charlottesville, at an indoor rock climbing gym, making them easy to get to and not weather dependent. All fitness levels are welcome, and no climbing experience is needed. Over 80% of the strength used in climbing is in the legs, so anyone who can climb a few flights of stairs or a short ladder will succeed. Topics covered include:
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