101 W. Clearview Ave.
Worthington, OH 43085
In this course, management and employees will explore the importance of clear, thorough, engaging, diplomatic, and constructive
communications; explore the factors which impact communications; learn a basic communication “model” that can be used for all
interactions; learn how to make feedback EASY; and discover tools that can be used to increase the effectiveness (increase
understanding and retention) when communicating. The model, values and tools can be used when delegating work,
communicating information; addressing conflict (issues, concerns, problems) between peers, management and staff, and employees
and clients; proposing change; and on and on. They will learn not only how to increase the impact of communications, but how to
make them more efficient and congenial.
Through a greater understanding of the scope and breadth and specific behaviors of good office/business etiquette, Social Worker
Supervisors will be able to:
General Business Writing Courses
Communications is a process, everyone knows that; sender to receiver…And it’s frequently thought of as a basic, almost elementary,
process. However, is your process efficient, achieving desired results in as little time as conceivable? Do your communications have
the impact you desire, or do you sometimes feel that you have been communicating over and over with little results? Would you like
to enhance the interactions you have with your employees, peers, and management?
Do your communications sometimes get the desire results and yet cause conflict, annoyance, or frustration with others? Does your
process include tools to facilitate the process and get the desired results?
In this course participants will be able to:
This course will explore Who are the customers in the Job & Family Services industry; What is ‘good’ customer service and What is
‘bad’ customer service, how do you know it when you see it and hear it; Why provide good customer service, ramifications and
benefits; What are the obstacles to good customer service; How to provide good customer service, goods and services and service
delivery; and When to give good customer service.
It will examine the most common and most difficult customer service scenarios and how to best deal with them. In addition, it will
explore tracking and forecasting customer service situation to better prepare staff and to minimize occurrences and reoccurrences.
Finally, participants will learn about customers’ needs, practices that help meet those needs, and categories of customers and ‘best’
ways of interacting with each.
Customer Service Course Outline
A. Who are the Customers?
B. What do the Customers mean to Me?
C. Good v. Bad Customer Service
D. Understanding Customers and Building Positive Customer Relations
E. Statistics About Customers
F. Feelings & Perceptions versus Reality
H. Customer Interactions
I. Your Roles and Responsibilities Regarding Good Customer Service
J. Listening toward Understanding
K. Dealing with Confrontation; Problem Resolution
L. The Language We Use; Do’s & Don’t of Word Selection
M. Service Habits to Meet the Needs
A. Workshop Style
B. Workbook provided
C. PowerPoint Presentation
D. Role Playing of Interaction Strategies
E. One Day Program
This course will seek to answer these questions:
▪ Who are the customers in the Job & Family Services industry?
▪ What is ‘good’ customer service?
▪ What is ‘bad’ customer service?
▪ How do you know it when you see it and hear it?
▪ Why provide good customer service, ramifications, and benefits, and for you v. for them?
▪ What are the obstacles to good customer service?
▪ How to provide good customer service, goods and services and service delivery?
▪ When to give good customer service?
Specifically designed for Executives and Senior Managers, participants will analyze their leadership roles in the organization and
responsibility for ensuring success with diversity. The course involves a fundamental look at the importance of workplace diversity,
the organization’s experience with and reputation for diversity, and relevant case studies and laws.
This course is designed for HR Executives to evaluate the purposes and goals of Workplace Diversity Initiatives; explore the myriad of
potential workplace diversity initiatives that are practiced by other organizations and how they help achieve the mission and goals;
explore trends in diversity issues such as religion in the workplace, the aging of the workplace, and increasing immigrant
populations; evaluate total impact on the organization; design a holistic workplace diversity program; implement diversity initiatives;
and measure the results and effectiveness.
Participants will examine and discuss realistic situational dilemmas, debate the ethical and legal considerations, and simulate
practical solutions. Learn to assess all of your agencies diversity related activities, such as Employment; Purchasing; Customer
Service; Advertising, Marketing, Public Relations and Communications; and Community Involvement/Philanthropy; and their impacts
on HR and its Workplace Diversity goals.