KY&Y Consulting offers a wide range of training programs specially geared to provide all members of your organization with the tools and skills they need to succeed.

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.

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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.

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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.

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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.

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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

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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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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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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.”

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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.

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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.

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