Managers and supervisors
are often promoted without being trained on the new skills they need to
supervise others. ON-Target Training will custom design "on-target" programs to
improve skills and performance based on your unique needs, issues and concerns.
Jane Holcomb, Ph.D. has been conducting management/supervisory training programs
for 18 years with both corporate and government organizations. She wrote
Developing Charlie: How to Grow Great Employees to help managers and
supervisors focus on the six basic skills needed to do their job. A 60-minute
presentation or a full-day seminar is available on this topic.
ON-Target Training
provides A-to-Z service:
- Needs Assessment:
Conducted to determine expectations, buy-in, and to create relevant case
studies, problems to solve, and information for participants. This requires
interviews with managers and focus groups with potential participants.
- Design and
Development: Training is based on
creating modules from the needs assessment that are skill-based, interactive,
and involves student-centered learning.
- Presentation or
Train-the-Trainer: Depending on
internal capabilities, Jane Holcomb will personally deliver training for you
or train your trainers to deliver a program designed by ON-Target Training and
Consulting.
-
Evaluation Component:
Added to training proposals to help you evaluate the results of the program.
Management / Supervisory Topics
- Hiring and Orientation
- Setting Goals and
Delegating Work
- Training and Developing
Your Employees
- Coaching Your Employees
- Conducting Performance
Appraisals
- Interpersonal Skills
- Handling Complaints
- Conducting Effective
Meetings
- Dealing with Difficult
People
- Communication Skills
- Managing Change
- Managing Stress
- TQM: Total Quality
Service/ Management
- Time Management
- Problem Solving and
Decision Making
Customer Service is a
concern for every organization – especially in the public sector. Changing a bad
attitude is difficult if the employee does not see the benefit in providing good
service. Changing your customer service system is difficult if ideas for change
come from the top instead of from those need to implement them.
Dr. Holcomb wrote
Like It or Not - You Get Me! after years of providing customer service
training to frontline employees:
- Presentations
for conferences, use 100% cartoons from her book.
- ½ Day Seminars
are customized to your needs with data collected on barriers and ideas for
improving service.
- Full Day Workshops
train managers and supervisors first on how to support good customer service,
then the workshop is customized for frontline employees. Finally, managers and
supervisors learn how to coach to support good service and prioritize new
ideas.
Customer Service Topics
- Interpersonal Skills
- Telephone Techniques
- Handling Complaints
- Dealing With Difficult People
- Employee Performance
- The Internal Customer
- Barriers to Good Service
- Managing Stress
- Communication Skills
- Professionalism
