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Difficult People

Communicating Up

Half-day course | Facilitator: PivotU Facilitator

Most managers and team leaders realize the importance of upward communication, but few accept the responsibility for the quality and effectiveness of communicating with their own managers. Managers and team leaders will learn how to frame communication so that a desired result is achieved.

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Communication and Influence

Half-day course | Facilitator: Alice Dendinger, SPHR

We all communicate but do we truly influence the others around us so that they hear our ideas and our message? How do we get them to take action based on our communication? Learn how to influence others through communication.

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Conflict Management for HR Professionals

Full-day course | Facilitator: Alice Dendinger, SPHR

As HR professionals, we are in a unique position. We are in the middle representing the needs of management and the employees, yet always keeping an eye on the bottom line. This course is specifically designed to help HR professionals learn how to effectively deal with conflict in your work environment.

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Critical Communication Skills

Half-day course | Facilitator: Alice Dendinger, SPHR

Have you ever looked back on an unhappy relationship or a workplace problem and blamed " poor communication." There is no tried and true recipe to follow which results in perfect communication, however, there are skills that are critical if you are to be effective at conveying your point and gaining mutual understanding. How well you communicate can contribute to your success or failure in the workplace.

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Dealing with Difficult Co-Workers

Half-day course | Facilitator: Alice Dendinger, SPHR

There are many types of difficult people. This program will help participants realize the similarities and differences between themselves and others and how this creates a perception of “difficulty.” Tips and tools will be presented to help you understand how to be effective in communicating with anyone - especially the button pushers!

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Dealing with Difficult Customer Situations

Half-day course | Facilitator: PivotU Facilitator

Customer service representatives are provided techniques for dealing with difficult customer situations. During this training, they will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned.

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Dealing with Difficult Customer Situations – Virtual

Virtual course | Facilitator: Vital Learning

Customer service representatives are provided techniques for dealing with difficult customer situations. Their role as customer service representatives offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, they will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned.

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Delivering Customer Focused Service

Half-day course | Facilitator: PivotU Facilitator

Learners analyze the skills and strategies they use every day in their jobs to identify the techniques that they do very well and to develop ways for them to do their job better. During this training, participants will learn guidelines for delivering customer focused service, including understanding their role as a professional; the essential skills of communication: listening, questioning, verifying, explaining; and a four-step customer service model.

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Delivering Customer Focused Service – Virtual

Virtual course | Facilitator: Vital Learning

Learners will identify the techniques that they do very well and develop ways for them to do their job better. Participants will understand their role as a professional; the essential skills of communication: listening, questioning, verifying, explaining; and a four-step customer service model.

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Harrassment in the Workplace

Half-day course | Facilitator: Alice Dendinger, SPHR

Creating a respectful workplace goes beyond legal compliance. Social media requires a greater reach for employers to lay out clear expectations about behavior to make sure they don't compromise employee interaction with careless activities and comments, disrespectful or inappropriate behaviors.

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Listening Skills for Employees

Half-day course | Facilitator: Alice Dendinger, SPHR

We all have a natural style of listening. Good communication is one of the most valued skills in the workplace. Effective listening is crucial to communicating productively inside the organization while meeting competitive challenges from the outside. This program helps participants become active, purposeful listeners in a wide variety of situations for more productive communications. By completing a personalized profile and participating in this module, you will discover your natural approach to listening and develop an action plan to enhance your effectiveness as a communicator.

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Managing Complaints

Half-day course | Facilitator: PivotU Facilitator

Managing Complaints is part of PivotU's Leadership Essentials Series. This module shows Managers and Team Leaders how to resolve simple complaints and identify the hidden agendas that so often underlie the chronic grievances.

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Professionalism in the Office

Full-day course | Facilitator: PivotU Facilitator

Professionalism, courtesy, organizational skills, flexibility: These skills and attributes are critical to the success of any organization. More often than not, such skills are in short supply, especially among new and inexperienced employees. Organizations need to progress people from their own “personal style” to consistent, professional behavior that includes self-evaluation and the commitment to change in order to achieve positive results for the team.

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Professionalism in the Office – Virtual

Online course | Facilitator: Vital Learning

Professionalism in the Office is designed to teach support staff members the skills needed to be more professional on the job. This course gives the opportunity to assess personal performance, participate in learning experiences not available in the day-to-day work environment, and define and evaluate personal goals/objectives related to career growth.

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Resolving Conflicts for Leaders

Half-day course | Facilitator: Vital Learning

Resolving Conflicts helps managers develop skills to identify the source of team member conflicts. Using effective communication and management techniques, managers can help individuals understand another point of view and move beyond the conflict.

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Resolving Conflicts for Leaders – Virtual

Online course | Facilitator: Vital Learning

Resolving Conflicts is part of PivotU’s Leadership Essentials Series. Resolving Conflicts helps managers develop skills to identify the source of team member conflicts. Using effective communication and management techniques, managers can help individuals understand another point of view and move beyond the conflict.

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Sexual and Workplace Harassment Prevention – Virtual

Facilitator: PivotU Virtual

This online Workplace Harassment course defines and demonstrates various types of harassment, including Ontario Bill 168 and BC Bill 14, as well as explains supervisor responsibilities, employee complaint procedures, and the potential for legal exposure.

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STAR Customer Service

Half-day course | Facilitator: PivotU Facilitator

STAR Service is a powerful program designed to address the opportunity to improve customer experiences in face-to-face interactions. Your service employees will learn the process and skills they need to provide customers with Positive Memorable Experiences.

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Workplace Harassment & Violence Prevention – Virtual

Facilitator: PivotU Virtual

This Workplace Harassment and Violence Prevention course includes Ontario Bill 168 and BC Bill 14. This dynamic, engaging online course package covers vital information your supervisors and employees need to prevent, recognize, and respond to incidents of harassment, bullying, and violence -- and to comply with the law.

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