BUILDING AND ENHANCING AN EXCEPTIONAL CUSTOMER SERVICE PROGRAM

In this dynamic course, participants will learn proven techniques for building the mental and emotional strength it takes to weather customer criticism without losing focus on delivering quality service. Participants will gain the expert listening and problem-solving skills necessary to go above and beyond customer expectations. Front-line service representatives will discover valuable techniques for defusing tense situations, turning complaining customers into company advocates, and ensuring that first-time buyers become repeat customers. Participants will come away from this workshop with a new outlook on the way they do business, and the skills and insights gained will help participants develop a sense of confidence and enthusiasm that is the essence of professional customer service.

For a full detailed description of this course, please click here.

BUILDING AND MANAGING HIGHLY EFFECTIVE TEAMS

This workshop offers a process designed to increase the ability for both new and established teams to work together by analyzing and building on strengths, eliminating ineffective practices, and preparing a plan for sustained effectiveness.

For a full detailed description of this course, please click here.

CANDIDATE SELECTION TRAINING

Successful employee selection decisions have never been more vital to organizational success. Employers are spending a great amount of time, resources and money to ensure that the screening, interviewing, and selection processes deliver high-quality candidates who will deliver results for the organization. Despite all of these efforts, poor hiring decisions are still being made, leading to costly turnover and countless other points of business impact. This course is designed to help hiring managers execute a more effective interview and secure more relevant information from candidates, all while driving better hiring decisions

For a full detailed description of this course, please click here.

COACHING – NOT JUST FOR SPORTS

When a sports team is working well together, it can feel like magic. We’ve all experience it, either as a team member or as a fan, and being a part of a team in a work environment can evoke similar feelings. This course will help team leaders create a culture that fosters the same positive results-based interactions as our favorite sports teams—ones that are contagious and will help the entire organization increase productivity and achieve better results.

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CONSULTATIVE SALES SKILLS TRAINING

Our Consultative Selling Skills course is designed to teach participants how to position themselves as a valuable resource to their clients. This training session will illustrate the importance of clearly defining a client’s needs and objectives, and the importance of developing sustainable relationships. Participants will learn that consultative selling can assist them in delivering value to their clients through effective questioning techniques. The skills learned in this highly interactive course will enable participants to understand what the customer does—and does not—want to buy, so that a proposal can be structured that will give the customer what they want, rather than trying to sell them what the salesperson wants.

For a full detailed description of this course, please click here.

CRITICAL THINKING

Critical thinking is the ability to correctly understand information, a situation, or a problem from different perspectives in order to create the best possible solution. Critical thinking is crucial for business professionals to properly assess situations and plan for the best outcome. In this course, participants will discover how critical thinking can help to ensure one’s best thinking in any set of circumstances.

For a full detailed description of this course, please click here.

CUSTOMER SERVICE TRAINING

An exceptional customer experience motivates most customers to buy more, stay longer, and refer friends or associates. So, yes, customer experience not only matters, it can provide a significant competitive advantage. This workshop will create awareness and understanding of the critical importance of consistently providing exceptional service to the customers you serve.

For a full detailed description of this course, please click here.

DECISION MAKING SKILLS

How can one reach the best decision in all situations? Through discussion and practice using specific methods, participants will learn how to work most effectively within both individual and group decision-making situations. Participants will be empowered to make better-informed and high-impact choices that are more effective, sustainable, and successful, leading to increased productivity of the organization. This course will also examine how to deal with different decision-making styles and avoid many common “traps,” such as emotional situations and workplace relationships

For a full detailed description of this course, please click here.

DELEGATING FOR RESULTS

While most leaders understand the need to delegate, they are often hesitant to invest the time and effort up front. Your organization’s leaders need to be catalysts who transfer responsibility and authority to achieve key results and enhance the capabilities of their teams. In this course, leaders will learn how to overcome their hesitation to delegate by learning skills for successfully matching people, responsibility, and authority. This will allow them to maximize involvement, productivity, motivation, and growth for individuals, groups, and the organization.

For a full detailed description of this course, please click here.

DELIVERING EFFECTIVE AND CONSTRUCTIVE FEEDBACK TO EMPLOYEES

Managers, supervisors, and team members need to give and receive positive, constructive, and corrective feedback many times a day. Being able to deliver feedback with clarity, consistency, and respect is a critical leadership skill; and being able to receive feedback without defensiveness is equally important. This course teaches participants how to listen actively, as well as how to both receive and deliver positive and constructive feedback with objectivity and sensitivity to those receiving critiques. Through a blend of lecture, group activities, and role playing, participants will develop the skills necessary to give feedback for improvement and positive feedback, as well as have opportunities for practice, assessment, and application during the session.

For a full detailed description of this course, please click here.

DELIVERING EFFECTIVE PERFORMANCE APPRAISALS

This course provides an overview of the basics of conducting performance appraisals. Your organization’s leaders will be educated on the guidelines and best practices for evaluating and improving the work performance of employees, thereby increasing quality and productivity. This course will help make appraising performance a valuable process that helps to achieve the organization’s goals and improve understanding for employees of why certain appraisals are given.

For a full detailed description of this course, please click here.

DIVERSITY, SENSITIVITY, HARASSMENT, AND RESPECT IN THE WORKPLACE

This interactive session is designed to enable our students to embrace diversity in the workplace through understanding and respecting others’ differences, as well as increase awareness of their tolerance and sensitivity. This session will also introduce the issue of Harassment Awareness and Prevention, covering the laws in place and the importance of the perspective of the victim vs. the intent of the source. Through open and candid discussion and activities, we will explore and assess behavior, personal biases, assumptions, and stereotypes. Upon completion of this session, participants will be better equipped to identify and address sensitive situations more cohesively and reduce the potential of discrimination related issues and liabilities.

For a full detailed description of this course, please click here.

DIVERSITY AND SENSITIVITY IN THE WORKPLACE FOR MANAGEMENT

This interactive session is designed to enable our students to embrace diversity in the workplace through understanding and respecting others’ differences, as well as increase awareness of their tolerance and sensitivity. Through open and candid discussion and activities, we will explore and assess our behavior, personal biases, assumptions, and stereotypes. Upon completion of this session, participants will be better equipped to identify and address sensitive situations, more cohesively manage a diverse team, as well as reduce the potential of discrimination related issues and liabilities.

For a full detailed description of this course, please click here.

EMPLOYEE TRAINING ASSESSMENT & PLANNING SERVICES

KY&Y Consulting can complete a thorough review of your firm’s current learning and development plan, assess overall employee training needs, and craft a go forward corporate learning strategy. After our initial assessment is completed, KY&Y Consulting will deliver a written report outlining our findings and recommendations, training course and content recommendations, options for training delivery, and strategies for connecting training and development initiatives between departments and divisions.

For a full detailed description of this course, please click here.

HANDLING EMOTIONS IN THE WORKPLACE

Stressful situations are all too common in a workplace that’s facing significant environmental changes both inside and outside the company. While it may become harder to manage one’s emotions during this time, it is even more important to do so. No matter what the situation is, a person is always free to choose how he or she reacts. In this course, participants will learn how to become better at handling emotions and “choosing” reactions to challenging situations.

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IMPROVING MANAGERIAL EFFECTIVENESS

This course is designed to help both developing and experienced managers learn ways to improve their leadership skills and develop a successful team. After determining their personal leadership style, managers will learn to recognize and appropriately manage the styles of others to increase team synergy and communication. By applying the practical knowledge and techniques learned in this course, managers and leaders will be able to improve their effectiveness using motivation, delegation, conflict management, and team performance management.

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JOB-PERFORMANCE-TRAINING

This course is designed to provide participants with the skills, tools, and knowledge necessary to improve individual performance.

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LEADERSHIP WORKSHOP SERIES

This four-part workshop series provides participants with the basic concepts, principles, and techniques of business leadership. Participants will explore the concepts of culture and climate in an organization, as well as identify the various values that play a part in shaping an organization and a team, and how this relates to being in a leadership role. This series is designed to teach participants how to improve their relationships at work in order to become more productive and to achieve better results, creating a culture that fosters positive, results-based interactions.

For a full detailed description of this course, please click here.

MANAGEMENT TRAINING FOR THE NEW MANAGER OR SUPERVISOR

This comprehensive and fast-paced course provides participants with answers to questions new managers often have at the start of their management career, including:

• How to build a successful team
• How to prioritize new management responsibilities
• How to effectively communicate with staff and new boss

This course will provide participants with all the essential concepts and skills that a new and/or emerging manager needs to be a highly professional and effective leader.

For a full detailed description of this course, please click here.

MANAGING CHANGE IN THE WORKPLACE

How your company handles change depends on how your leaders help employees move into this new phase of your organization. This course shows leaders how to make change a positive experience for others by focusing people on a shared vision, building business partnerships, championing ongoing improvement, and creating an environment in which learning is encouraged.

For a full detailed description of this course, please click here.

MULTIGENERATIONAL WORKFORCE TRAINING

This highly interactive workshop will provide all participants with the tools and knowledge they need to better understand and respect each generation, resulting in a more cohesive work environment. Managers will learn best practices for maximizing employee contributions by gaining an understanding of how to adapt their management style to best fit the needs of the individuals on their teams, while staff will learn how to best adjust their communications and work styles to meet the needs of the organization.

For a full detailed description of this course, please click here.

ONE-ON-ONE HARASSMENT PREVENTION AND AWARENESS TRAINING

KY&Y Consulting offers one-on-one training and coaching programs designed to intensely educate those within your organization who require concentrated training best delivered directly vs. in a group setting. These fully customized, in-person courses are structured to address the immediate issues the student has experienced and that the client has requested be the focus of the discussion. Each session is delivered in a conversational and engaging format, leaving the participant with behavior altering direction and actionable tools they can apply to their real-world work environment.

For a full detailed description of this course, please click here.

PERFORMANCE MANAGEMENT TRAINING

This course is designed to provide participants with the skills and knowledge needed to effectively plan and evaluate performance to help ensure that employees are being utilized effectively. In this dynamic session, participants will learn techniques and strategies for how to determine the severity of a performance problem, identify causes, approach employees, conduct effective feedback sessions, explain the impact of problematic behavior, address negative employee responses, and respond to employee reactions. Participants will also learn how to document and use information about an employee’s performance, and conduct a follow-up meeting with an employee.

For a full detailed description of this course, please click here.

PERSUASION SKILLS TRAINING

Persuasion is a process that enables a person or group to change or reinforce the attitudes, opinions, or behaviors of others. It’s about positioning an idea, approach, or solution in a way that appeals to others. In this course, participants will learn the five important elements of persuasion in order to work with others in an effective way.

For a full detailed description of this course, please click here.

PLANNING AND FACILITATING EFFECTIVE BUSINESS MEETINGS

This training workshop will equip participants with the knowledge to plan, prepare for, participate in, and chair productive meetings. Through interactive activities and group discussion, participants will learn how to utilize meeting time more effectively, determine pre and post meeting deliverables, and identify the roles and responsibilities of the meeting owner and attendees. Participants will also be provided with practical tools for ensuring the effectiveness of meetings, including templates for agendas, action reports, and meeting minutes.

For a full detailed description of this course, please click here.

PROFESSIONAL NEGOTIATION AND INFLUENCING SKILLS TRAINING

This course will provide participants with the skills needed to negotiate agreements that benefit everyone involved, from the customer to the employee to the entire organization. Participants will learn how to identify the critical factors associated with successful negotiating and influencing in their approach, preparation, and navigation of every business interaction. Throughout the session, participants focus on planning for their own business negotiations, brainstorming options with other participants, and practicing negotiation strategies. To ensure participants grasp and apply the new concepts and skills, this training utilizes a variety of interactive training methods and tools that enable review and easy application back on the job.

For a full detailed description of this course, please click here.

SEXUAL HARASSMENT PREVENTION & AWARENESS TRAINING

The KY&Y Consulting offers a unique brand of Sexual Harassment Prevention & Awareness Training to clients on a private level. There is no better way to limit your firm’s liability in this incredibly risky area than to participate in Sexual Harassment Prevention & Awareness Training. Our highly engaging and interactive sessions meet the criteria set forth by both the States.

For a full detailed description of this course, please click here.

TEAM BUILDING – INTERACTIVE WORKSHOPS

The focus of this customized workshop is to provide participants with an awareness and understanding of their workplace styles and tendencies, as well as the styles of those around them. This awareness is discovered via the DiSC® Behavioral Profile, and the goal of building improved interpersonal relationships and a more cohesive team environment.

For a full detailed description of this course, please click here.

TIME MANAGEMENT SKILLS TRAINING

This practical time management course introduces strategies and techniques for mastering time in the workplace. The approach is highly interactive and will involve lecture and discussion to introduce the concepts of time management. Practical exercises and interactive group activities will help participants develop skills for recognizing high-value tasks and ensuring they are done well and on time. Participants will be provided with tools and resources to make better day-to-day choices about investing their time to achieve their goals.

For a full detailed description of this course, please click here.

UNCONSCIOUS BIAS TRAINING

Science has proven that all humans possess biases that influence behaviors in ways that are outside of an individual’s own conscious awareness. These biases are built upon past experiences and are also influenced by common stereotypes. Upon completion of this session, participants will be better equipped to recognize and disrupt their own bias and create more unified teams and work environments.

For a full detailed description of this course, please click here.

WORKPLACE COMMUNICATION SKILLS TRAINING

Communication skills are critical in all walks of life, but communicating effectively in the workplace is critical to professional success. This course is designed to help participants improve their communication skills in their interactions with colleagues, subordinates, managers, customers, and vendors. Participants will learn the importance of analyzing one’s audience in order to appropriately address them in different workplace settings. Participants will also engage in interactive exercises and practice using a variety of communication tools and mediums such as email, phone, meetings, speaking/presentation skills, letters/memos, and non-verbal forms of communication like body language and active listening.

For a full detailed description of this course, please click here.

WORKPLACE CONFLICT MANAGEMENT AND RESOLUTION TRAINING

In this dynamic and interactive course, participants will build their skills to become an effective conflict resolver and mediator, and to recognize conflict patterns and what triggers and escalates conflict in others. Participants will be provided with practical strategies and techniques for reducing conflict escalation, and asserting themselves confidently, giving constructive feedback before, during, and after an event that involves conflict in the workplace. These skills will help participants work more productively and harmoniously with clients, colleagues, and management.

For a full detailed description of this course, please click here.

WORKPLACE EMAIL ETIQUETTE

When information needs to be communicated quickly, there’s no better way than by e-mail. Unfortunately, with the benefit of speed comes some problems that aren’t always predictable unless employees are forewarned. This e-mail etiquette training course is designed to help employees learn the appropriate use of e-mail while at work, as well as behaviors they must vigorously avoid.

For a full detailed description of this course, please click here.

WORKPLACE ORGANIZATION SKILLS TRAINING

Organizing oneself at work is a constant quest that never ends. Just when you think you’ve made every possible adjustment, a new project or memo will appear. Being organized is a state of being in control of one’s space and time. While handling new or unexpected tasks is a skill in and of itself, there are a few tricks to ensure organization and order in the work place –or, at least, one’s personal work space.

For a full detailed description of this course, please click here.

WORKPLACE PRESENTATION SKILLS AND PUBLIC SPEAKING TRAINING

The focus of this practical hands-on course is on presentation skills and public speaking essentials, allowing participants to become more comfortable with the public speaking experience. In addition, participants will learn how to be able to ensure that every presentation achieves the objectives set, whether they are to inform, persuade, or “make the sale.”

For a full detailed description of this course, please click here.

WORKPLACE PROBLEM SOLVING TRAINING

This session will walk participants through a systematic approach to problem solving, which will help with problem analysis, option generation, and implementation planning. Participants will discuss how to apply these techniques to solve problems more successfully with others in day-to-day operations.

For a full detailed description of this course, please click here.

WORKPLACE VIOLENCE PREVENTION TRAINING

According to the Occupational Safety and Health Administration (OSHA), workplace violence and the threat of such violence against workers is on the rise. It is an unfortunate fact that workplace violence occurs both inside and outside the physical office and can range from intimidation and verbal abuse to physical assaults and even homicide, which is the second leading cause of job-related deaths. Through this course, participants will learn how to define the different categories of workplace violence, recognize risk factors, safely diffuse situations, and more.

For a full detailed description of this course, please click here.