IV. DIVERSITY & COMMUNICATION & CUSTOMER SERVICE

How should we communicate in a world where differences in perspective, experience, job function, culture, gender, age, and a myriad of other factors often lead to conflict, misunderstanding and reduced productivity? These workshops provide insights and strategies that will minimize generational conflict, promote respect and strengthen communication and collaboration to make the workplace more productive. Topics covered include

4.1 Communication Diversity · Cultural Understanding · Genders · Generations

This workshop provides insights and strategies that will minimize generational conflict, promote respect and strengthen communication and collaboration to make the workplace more productive. The workshop activities will help employees understand each generations' unique characteristics and helps explore how to effectively handle miscommunications and misunderstandings that impact productivity and organizational dynamics.

Topics covered include:

Assumptions based on age
Communication styles
Use of technology
Work ethic and loyalty
Younger manager supervising an older employee
Leading a multi-generational team
Make time to discuss
Explore differences
Encourage respect
Take personal responsibility to discuss and resolve generational differences in a way that maintains respect and productivity.

4.2 Building Your Disability Acumen

This multimedia training provides an overview of the legislation prohibiting employment discrimination against people with disabilities and provides an opportunity to learn more about working cohesively in a diverse workplace. The key to breaking down barriers and overcoming fear is through communication. The award winning video "The Ten Commandments of Communicating with People with Disabilities" will be shown. This is a must for anyone who wasn't sure of appropriate communication etiquette when around people with a disability.

Learning Objectives:

Increased knowledge of Federal legislation prohibiting employment discrimination and begin to build their disability acumen
Supervisors will gain a better understanding of how to address requests for reasonable accommodations; employees will gain a better understanding of working with a co-worker with a disability
An increased ability to more effectively communicate with people with disabilities

4.3 Disability Management & ADA Seminar

This multimedia training provides an overview of the Rehabilitation Act and Title 1 of the ADA, and instructs all personnel on Federal, State, and County accommodation policies and procedures. This module contains two curricula, one for line staff and a second for supervisors. Supervisory training will include additional training on addressing and resolving disability-related performance and conduct issues. The award winning video "The Ten Commandments of Communicating with People with Disabilities" will be shown; an excellent resource for providing outstanding customer service.

Learning Objectives:

Increased knowledge of Federal legislation prohibiting employment discrimination and begin to build their disability acumen
Supervisors will gain a better understanding of how to address performance and conduct issues; employees will gain a better understanding of working with a co-worker with a disability
An increased ability to more effectively communicate with people with disabilities
As an added bonus Dr. Pressman who will teach this class is fluent in American Sign Language and will teach some of the basic signs that would be helpful for the workplace.

Group discussion, activities, application to participants work groups and in-class practice is supported with PowerPoint slides and re-useable materials for participants.

4.4 Moving from Customer Service to Customer Delight

Communicating via telephone and meeting and greeting customers involves your ability to consistently give your colleagues, visitors, and all others what they want and need to do their jobs well. This can be a most enjoyable or a draining experience. This course will help raise the bar to create an organizational benchmark for delighting your customers and ultimately serve the public well.

Learning Objectives:

Review your organization's reasons and benefits for providing excellent internal customer service
Analyze your internal customers and their needs to determine how your work impacts them and the public
Assess the competencies for providing excellent customer service
Practice effective communication techniques
Identify and work effectively with difficult customers
Determine ways to recover when things go wrong
Develop Tools, Techniques, and Strategies for effective problem solving

Group discussion, interactive activities, application to participants' work groups and in-class practice are supported with PowerPoint slides and re-useable materials for participants.