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Human Resources & Staff Development Medical School
Workshops
Beyond Customer Service: Managing Confrontational
Clients People who provide service face a real challenge in today's
demanding workplace. Customers, both internal and external, have high
expectations, and they often place extreme demands upon those who serve
and work with them. This course teaches you how to better communicate
with your internal customers - supervisors, coworkers, and other university
personnel - as well as how to best serve your external customers. Learn
practical solutions to common problems and complaints.
You will learn to:
• Recognize and respond to different customer behavioral styles
Identify your own behavioral style
• Recognize the signs of an escalating interaction or a hostile situation
• Identify ways to diffuse an angry or upset customer
You will benefit by:
• Recognizing how positive customer interactions can improve your
job satisfaction and reduce job stress
• Building strong relationships with coworkers by recognizing that
they are customers, too
• Developing new perspectives about customer service
Understanding more about your own behavioral style
Who should attend:
Anyone who wants to learn how to keep relationships with customers and
clients positive and satisfying. Attendance at Improving Your Listening
Skills is also encouraged.
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Leading Through Change and Transition
Managing organizational change has been likened to "riding the white
waters" - it can be challenging and unpredictable. This course helps
you diagnose where and how your organization is changing and helps you create
a plan that addresses your organization's needs.
You Will Learn To:
• Build awareness and knowledge of each individual, supervisor and
leader's role in change and transition
• Apply strategies and tools to help you cope with and facilitate
change
• Begin to identify elements of a transition plan for your unit or
department
You Will Benefit By:
• Developing skills and knowledge for managing the loss that
accompanies change
• Increasing your ability to deal with the frustration, fear, anxiety,
and
anger that naturally accompany change
• Developing strategies to help make a new start
• Trying out various models for analyzing and planning
for change
Who Should Attend?
All managers, supervisors, directors, decision-makers, and project team
leaders who want to reduce resistance to change and confidently lead others
through the change process and into the future.
back to the top Resolving Workplace Disputes
It is not possible to "get along" with everyone all the time.
When you and a co-worker are in conflict and you want to find a way to work
effectively, a formal process for resolution is critical. This session provides
a framework for assessing your personal approach to resolving conflict.
This session takes you beyond styles and personalities and builds skills
for communicating and resolving conflicts in your work environment.
You will learn to
• Recognize your level of comfort with conflict and identify areas
for
improvement Identify barriers impeding effective communication
• Clearly identify the source of the problem or issue to be resolved
Differentiate between a "position" and "interests"
You will benefit by
• Realizing improved relationships with coworker(s)
• Recognizing when it is more effective to listen, rather
than talk Gaining a growing sense of unity and cooperation
Who should attend?
All staff members who have attended basic listening courses and who want
to continue to enhance their listening skills and improve interpersonal
relations.
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Better Decision-Making through Information Gathering
This course discusses the value of good information in making better decisions
and covers how to gather in-depth information efficiently. Participants
will examine the impact of getting good information on decision-making,
and how to plan appropriately to get good information. Participants will
then successfully demonstrate the key actions in a practice situation.
You will learn to:
• Focus your meeting with others on the information needed
• Use open-ended questions to expand the discussion
• Use closed-ended questions to prompt for specifics
• Encourage dialogue through eye contact and expression
• State your understanding of what you are hearing
• Summarize and close the discussion
You will benefit by:
Improving your information gathering techniques
Making more accurate decisions based upon the information gathered
Who Should Attend?
All staff who are interested in learning how to improve their decision-making
and information gathering effectiveness for improved personal and professional
performance.
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