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Organization Development Topics

Topics are usually one hour in length, but can be modified to fit time constraints. A one hour time frame allows for presentation,
small group exercises, individual exercises and large group discussion of the topic.

Improving Customer Service
Handling Complaints
Telephone Skills
Diversity and Cultural Awareness
Emotional Intelligence
Listening Skills
Sales Effectiveness
Networking
Improving Health and Safety
Stress Management
Personal Effectiveness
Career Skills for the New Economy
Organizational Learning

Improving Customer Service

Customize your operations by developing a clear service vision, strong partnerships throughout the supply chain, and listening
abilities designed to make your focus on the customer better than ever.

Handling Complaints

Being able to handle complaints is generally considered to be an important business skill, yet it is rarely treated as a topic worthy of
specific focus. The goal of this session is to look at the specific skills used by effective “complaint handlers”, and how organizations
and individuals can turn complaints into golden opportunities.

Telephone Skills

This session has been developed to help you create better first impressions and help you coach individuals in effective telephone skills.
 
Diversity and Cultural Awareness

This title provides a broadly based session to help individuals understand the subject more fully and to help free themselves from
any biases or constraining thinking about differences among people.

Emotional Intelligence

One of the keys to becoming a true leader is emotional intelligence. Emotional intelligence quotient (or EQ) encompasses qualities
that go beyond general intellectual intelligence and technical competency.

Listening Skills

Listening skills are a vital part of the communication process. As an active listener, you really hear what is being said. Learn the
characteristics of effective listening and formulate an action plan for developing listening skills.

Sales Effectiveness

In an increasingly competitive world, an effective salesperson needs a wide variety of skills and competencies in order to be successful.

Networking

This session provides a step-by-step approach to developing your skills in connecting with others to gain mutual advantage for the
long term.

Improving Health and Safety

Making an organization safer and healthier benefits the individuals and the company as a whole. If a workplace protects its workers
from accidents or harm, productivity is not lost, insurance coverage is less expensive, and employee morale is higher.
 
Stress Management

When stress builds to extreme levels and we are unable to cope, it reduces our physical and mental capacity to lead a full life.
Learning to monitor and control levels of stress so that it is a positive force is a matter of changing our perceptions of stress.

Personal Effectiveness

Every single worker has to feel responsible for his or her own personal effectiveness if the entire enterprise is to meet its goals
in the medium- to long-term.

Career Skills for the New Economy

The underlying assumption of Career Skills for the New Economy is that, in the new economy, individuals will have to be extremely
good at fending for themselves if they are to survive and succeed. The most successful people will position themselves as free
agents and sell their skills and abilities on the open market.