Certificate in Workplace Communications
Clear communication is integral to a smoothly functioning workplace. This certificate will allow you to develop your communication style to ensure success in your professional relationships. The program will result in your ability to communicate effectively, resolve conflict, cope with stress, manage change and deliver superior customer service.
Note: Classes may be done individually.
Certificate Requirements
Customer Service: Keep Your Customers Coming Back (1 day)
However they approach you—by phone, in person, by fax, e-mail or the Internet—your customers are the most important factor in your plans for success. The good news is, there are many things you can do to create and maintain strong customer relationships. In this must-not-miss workshop, you'll learn why building and maintaining customer relationships is so crucial and what you can do to secure your customers' loyalty.
Conflict Resolution (2 days)
Conflict is a normal part of our lives. Whether in our work or home, we encounter it regularly. Learning to manage the stress related to conflict is important to managing the conflict situation. It is equally important to develop tools and techniques that help us respond to conflicts in a manner that makes it a constructive rather than a destructive force in our lives. This class will help participants understand the dynamics of conflict and develop conflict resolution skills that can make a difference on a daily basis.
Change Management (1 day)
Change is constant and the need for workplace change has never been greater. This class covers understanding resistance, stages of the change cycle, overcoming mistrust and miscommunication, change as an opportunity and moving from powerlessness to empowerment.
Communication at Work (2 days)
Your ability to communicate effectively determines whether you can earn the respect and exert the influence required to get things done for yourself and your organization. Everyone has a predominant communication style that both helps and hinders interpersonal relationships. Most often communication fails because what was said is not what was heard. Effective listening, nonverbal communication and the importance of a positive attitude will be examined. You will leave with tips to overcome barriers to communication and keys to performance and personal well-being.
Stress Management (1 day)
Stress is an important part of our lives. Stress only becomes a problem when it gets out of control. This seminar will show you effective methods of reducing stress to a level where you can perform most effectively. Topics include recognizing and responding to stressors, creating a positive lifestyle and altering negative behaviours. You'll acquire strategies to boost your self-confidence and help you feel more motivated and energized.
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