Business Training Works, Inc.
Port Tobacco, Maryland, United States
http://www.businesstrainingworks.com/

Overcoming Nervousness

Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you clam up in social situations? If so, this program is for you! It’s aimed at all who want to improve their speaking skills in informal situations. We’ll give participants the confidence and the skills to interact with others, to speak in informal situ......
 

Speaking under pressure and thinking on one’s feet describe someone’s ability to quickly organize thoughts and convey them meaningfully to an audience. The terms may be applied to people making formal speeches or taking part in everyday business situations. This program provides participants with some new techniques that will give them the persuasive edge when they are making a presen......
 

A great presenter has two unique qualities: appropriate skills and personal confidence. This confidence comes from knowing what to say and being comfortable with communication skills. In this workshop, participants will master the skills that will make them better speakers and presenters. Program Objectives At this program’s conclusion, participants should know how to: Gain rappor......
 

A skilled facilitator enables a group to deal with a problem or develop a plan for delivering results in less time than it would take without this professional’s expertise. This course will teach participants how to act as facilitators who can draw out and process audience input for the purpose of moving a discussion forward. Participants will learn how recognize group dynamics and motivat......
 

Combating glazed eyes and confused looks is something those who present technical information sometimes experience. Whether talking about bits, bytes, charts, graphs, or statistics, presenting technical information can certainly be challenging. This program is designed specifically for people who have to present technical information to both technical and non-technical audiences. Participants w......
 

There’s a reason for all the headache and stomach medicine ads airing on television at dinner time each week night. In this face-paced, stressful age, few workplaces are free of conflict, and sooner or later, it takes a toll--physically, emotionally, financially. In this hands-on course, participants will learn the causes for conflict, preventive measures to keep it from occurring, steps to re......
 

How do you know when you have gotten the best deal? A fair price? Skilled negotiators know the answers to both of those questions. In this onsite negotiation training program, participants will learn how to determine whether they will win or lose before a negotiation even starts; how to spot dirty tricks from a mile away; the essential steps of a skilled negotiation; and more. Through multiple ......
 

It’s no secret. Employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive than those who don’t. This program will help supervisors and managers create a more dynamic, loyal, and energized workforce. It is designed specifically to help busy managers and supervisors understand what employees want and provide a starting point f......
 

It’s no secret. Employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive than those who don’t. This program will help supervisors and managers create a more dynamic and energized workplace. It is designed specifically to help busy managers and supervisors understand what employees want and to create a starting point for nur......
 

One of the key qualities of highly successful leaders is their ability to coach effectively. In this session, leaders learn how to successfully coach using various tools and techniques. They learn the COACH model, which assures that any coaching session is remarkably effective and productive. Program Objectives At the program’s conclusion, participants should be able to: Understan......
 

Becoming a manager is hard enough, but making the transition from colleague to boss is even tougher and comes with its own set of unique challenges. Step Up to Supervisor: Making the Transition from Buddy to Boss is designed for those who have been promoted recently into a management role and for those who have been there for some time but are having trouble managing their "buddies." ......
 

There are few guarantees in the workplace today, but change is one of them. "Just like it’s always been" is quickly becoming a phrase of the past, often replaced by something such as, "We’ve streamlined the process." And so, kicking, screaming, and complaining, our workforce reluctantly adapts; only to find itself being faced with change once again. This course dis......
 

Sexual harassment is serious business. It can create tension in the workplace, reduce productivity, and potentially lead to financial devastation. This course is designed to help all employees understand what sexual harassment is and what to do about it. Program Objectives At this program’s conclusion, participants should be able to: Define sexual harassment. Identify the myth......
 

Getting the most out of employees is more than conducting performance reviews or disciplining staff. Performance management begins with an orientation to the organization and the job, and continues on a daily basis as employees are trained and coached. A thoughtful new employee orientation program, coupled with an employee handbook that communicates workplace policies, can reduce turnover an......
 

A customer service team is only as good as its manager. When leadership at the top fails, the team usually follows. This program is designed to give service leaders the tools they need to effectively manage a service team. Program Objectives At this program’s conclusion, participants should be able to: Identify ways to establish links between excellence in customer service and bus......
 

This program introduces the different facets of customer relationship management (CRM) to participants and show them how to identify who their customers really are, analyze the key components of CRM, and understand how it integrates within an organization. Program Objectives At this program’s conclusion, participants should be able to: Develop an understanding of the terms and ben......
 

With few exceptions, the job of help desk representative is one of the most challenging in today’s technology driven society. Those who seek expert help by phone or email are often perplexed, stressed out, or downright ticked off. They want answers, results, solutions—and they want them NOW! To the rescue, Business Training Works�course for help desk staff will keep these workers from being pu......
 

“You’re quitting? But you just started!�It’s no secret that the retail industry experiences rapid and constant turnover in staff. Keeping customer service employees upbeat and motivated is no small task, but that is precisely what this course is designed to do. By understanding the importance of providing excellent customer service, participants will be able to overcome some of the barriers t......
 

Customer service in a medical setting has a unique set of challenges specific to providing first-rate healthcare and patient satisfaction. Among these challenges are such issues as patient privacy, high volume, and management of people in crisis. Unlike customer service interactions conducted in non-medical settings, those involving patients and their families are additionally stressful because......
 

To employees it’s a workplace. To patrons, guests, visitors, and diners, it’s everything from a place to rest their heads while making a long trip to a temporary home during a much longed for vacation. While serving the public can be difficult, doing so in the hospitality industry carries its own set of challenges. This course is designed specifically for those who work in hotels, motels, resor......
 

Several phone lines are ringing, lights on the phone are blinking, coworkers are asking questions, and here comes a customer or client. How does the person manning the front desk of an office or business handle several people simultaneously with professionalism and poise? This fast-paced course is specifically designed to answer this and other important questions for those who work as an organi......
 

Call centers, whether we choose to embrace them or cannot stand being interrupted by their calls, are a business element that is here to stay. This course will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen and be heard. Each phone interaction also has elements of sales and customer service skills, which will be......
 

If your organization’s telephone presence is less than top-notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. Do the people who answer your phone appear empathetic? Friendly? In control? Do they listen well? Do they understand what makes the person on the other end of the telephone tick? During this onsite training program,......
 

From making a good impression to closing up shop, there are specific actions every employee who connects with customers can take to enhance the service experience. This program reviews 20 essentials for consistently meeting and exceeding expectations. Program Objectives At this program’s conclusion, participants should be able to: Make a great first impression. Handle the teleph......
 

Why is it that some people find it easy to solve tough problems with simple solutions while others find this feat nearly impossible? You’ve no doubt looked at solutions to problems and said, "I should have thought of that." But you didn’t. The answer is not just creativity, although that certainly helps. Rather, the power to find these creative solutions lies in our ability ......
 

Knowing 600 ways to accomplish a task is certainly better than knowing just one. But wait: are you even working toward the right goal? This course teaches techniques for determining whether the right questions are being asked and how to generate multiple answers once you are sure you have asked the right ones. Program Overview At this program’s conclusion, participants should be ab......
 

In no time in our history has the workplace been so diverse. Managing that diversity can often be difficult for those in charge. This program is designed to give participants a solid understanding of what diversity is, how can benefit from it, and how they can manage it within their organizations. Program Objectives At this program’s conclusion, participants should be able to: Und......
 

Having a diverse workforce and training everyone in an organization to appreciate and embrace diversity can help set a business apart from its competition. The consequences for organizations that lag behind in addressing issues of diversity are high: missed opportunities, customer and client complaints, service delivery problems, etc. This onsite training program explores the challenges that ar......
 

Effective communication is a critical element of successful supervision and leadership. From one-on-one discussions to group presentations, "Communicating with Influence" shows busy managers how to get positive results using proven communication techniques. Program Objectives At this program’s conclusion, participants should be able to: Demonstrate the use of open and cl......
 

Optimists see the path while pessimists see the obstacle. When faced with a challenge, optimists look for opportunities. Negative thinkers just shrug their shoulders and quip, "I knew that was going to happen." This program is for any organization facing challenges and change. Program Objectives At this program’s conclusion, participants should be able to: Identify beh......
 

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