Employee Development

Why Employee Development?

Business owners are struggling to do more with less in today's difficult economic environment and are exploring new ways to stretch their dollars while maximizing employee productivity. The U.S Small Business Administration reports that most businesses recognize the importance of training employees and realize that as the marketplace becomes more competitive, training programs are both marketable to potential employees and critical to a business' success. According to a report composed by The American Society for Training and Development (ASTD), an organization's investment in learning technologies pays off through cost savings and efficiency gains. A study by ASTD of 540 U.S. companies concluded that those who invested more in training realized a 37 percent higher gross profit per employee.

In simple terms, the benefits of providing training to employees can be seen in these bottom line results:

 Reduced employee turnover
 Increased productivity
 Decreased need for supervision
 Increased efficiency that translates to an increase in financial gains
 A greater feeling of dignity, self-worth and well-being among employees
 Increased productivity and financial rewards as employees satisfy company goals

Performance Solutions Source offers training topics that can be tailored to solve your company's performance challenges, support organizational development and meet specific business objectives. Each targeted learning experience explores the role that individuals play in creating and sustaining business success. Our mission is to provide the expert advice and assistance in helping create the type of employees that you want within your organization. Our expert team can either customize a curriulum for your organization or you may browse some of our topics below. Contact us at Performance Solutions Source or call 561-307-6954 for additional information.

Customer Relations

Interacting effectively with both internal and external customers leads to reduced turnover, a harmonious workplace, fewer customer complaints and conflicts. Learn to provide consistent extraordinary service to your customers through this extensive customer relations training program. Upon completion of this training, participants will be able to:

  • - Practice using the Human-Business model in customer interactions
  • - Demonstrate new ways to communicate with customers and handle irate customers
  • - Recognize how to create customer loyalty by providing customer service that exceeds their expectations

Effective Communication Skills

Avoid misunderstandings and misinterpretations through effective communication skills.  Miscommunication in the workplace often causes problems between co-workers and supervisors and it may take considerable time and energy to resolve those problems. This training teaches simple tools to send and receive messages accurately. Upon completion of this training program, participants will be able to:

  • - Use active listening, passive listening, and feedback effectively in role-plays
  • - Understand the difference between passive, aggressive and assertive statements
  • - Translate “you” statements to “I” statements with a partner

Crucial Communications

Crucial communications happen to everyone. They are the conversations that affect the quality of our lives, whether in the personal or the professional realm. Crucial communications are those in which opinions vary, in which the stakes are high and in which emotions are strong. When conversations are crucial to maintain relationships with colleagues, supervisors and customers, employees need to learn effective communication strategies. At the completion of this training, participants will be able to:

  • - Recognize how to avoid the obstacles which have an impact on effective dialogue
  • - Practice using “I” messages and understand the 3 parts of that message
  • - Use guidelines to avoid conflict and facilitate effective communication in role-plays

Motivation for Employees

Motivating your employees can be a complex undertaking; however, this training helps employees identify what specifically motivates them to do their best on the job and develop a plan of action to attain and maintain that motivation. Upon completion of this training, leaders participants will be able to:

  • - Identify the difference between extrinsic and intrinsic motivation and use both to achieve your goals
  • - List one thing that you are doing in your life right now which requires motivation
  • - Develop a plan of action to achieve your goals

- Commit to specific tactics to maximize motivation

Time Management

Learn to manage your time effectively through prioritization, daily planning and adhering to a specific plan to accomplish your short-term and long-term goals. With more effective time management strategies, studies show that employees could double their productivity. At the completion of this training, participants wil be able to:

  • - Set priorities using a "Time Matrix” and prioritization system
  • - Determine weekly controllable time to set realistic time frames to achieve goals
  • - Develop a plan to conquer procrastination

Stress Management

Learn to become aware of the major sources of stress in your life.  During this training you will receive feedback based on your results from the The Coping & Stress Profile based on the Multisystem Assessment of Stress and Health (MASH) Model.  This hands-on training will introduce relaxation exercises which you can use on a daily basis.  At the completion of training, participants will be able to:

  • - Use the “Rational Thinking” approach to identify causes of stress
  • - Re-frame those perceptions to reduce stress level
  • - Complete the “Wheel of Life” worksheet and action plan to reduce stress in your life

Consultative Sales

Build customer relationships with a consultative sales approach.  Use the Myers-Briggs Type Indicator to understand how customers are different, hear customers' needs and talk their “language,” build the necessary relationship for action and maintain loyalty and long-term customers. At the completion of training, participants will be able to:

  • - Identify the difference between consultative sales and traditional sales
  • - Recognize what they typically do during 4 stages of the sales process
  • - Learn how to adapt to customers in customer role-plays

Diversity Training

This training will introduce employees to the importance of accepting and embracing our diverse communities. Participants will be challenged to recognize their own prejudices and will learn the value in speaking up against stereotyping. At the completion of training, participants will be able to:

  • - Identify pre-conceived beliefs about people from various cultures, lifestyles and backgrounds
  • - Recognize the importance in overcoming prejudices and treating people with equal respect
  • - Participate in a role-play to interact with diverse people, avoiding judgmental comments

Sexual Harassment This training will help your employees understand inappropriate behavior in the workplace and shows them how to handle that behavior in others. Learning about sexual harassment could mitigate your company’s exposure to a lawsuit. At the completion of training, participants will be able to:

  • - Clarify misconceptions about sexual harassment in the workplace
  • - Understand the legal interpretation of inappropriate behavior in the workplace
  • - Participate in a role-play give to learn how to handle potential sexual harassment

The Call StrategyThis call center training builds CSRs service skills and develops the confidence they need to build better customer relationships, create a positive image and respond effectively to customer demands. Plus, call center service representatives discover new strategies to build and maintain customer loyalty through exceptional communication and call handling skills. At the completion of training, participants will be able to:

  • - Apply a proven strategy for successfully handling all inbound calls
  • - Recognize their own and their customer's preferred communications style
  • - Apply interview strategies to uncover the “total message” with effective listening and pacing skills
  • - Maintain control, efficiency and professionalism through powerful questioning techniques

Excel for BeginnersThe hands-on course provides the student the knowledge and skills required to learn to use Microsoft Excel 2010 effectively. Participants will learn to modify the display of toolbars and on-screen elements, use the online help and printing function, how to copy and paste text, set the text style and size, format cells, define a formula, and create and modify a chart. At the completion of training, participants will be able to:

  • - Navigate Excel to accomplish tasks
  • - Entering basic data into Excel
  • - Create basic Excel formulas
  • - Use basic Exel functions
  • - Enhance data display using charts
  • - And much more!

Intermediate ExcelIt's frustrating to know what Excel can do, but not understand the techniques to accomplish it. In just one day, your employees will not only learn the formulas, database techniques and macro commands that make work go faster, but we'll also show them the Excel tips and shortcuts the pros rely on to make data more useful and worksheets easier to manipulate. Particpants will learn advanced Excel tips like how to design and debug a macro and how to create and manage a PivotChart®. Even linking and data exchange operations you once dreaded will become easier! At the completion of training, participants will be able to:

  • - Improve the quality, accuracy and usefulness of every Excel worksheet
  • - Create visually exciting charts with graphics and customized drawing tools
  • - Apply easy ways to collect and format data
  • - Create and use effective PivotCharts
  • - And much more!

Building Improved Relationships with DiSC

Developing supportive relationships between coworkers improves organizational performance. This training will help employees take more responsibility in building and managing their relationships. DISC training is relationship management training. It's about taking the responsible role in resolving conflict and transforming working relationships into partnerships. At the completion of training, employees will be able to:

  • - Identify their DISC style
  • - Explain characteristics of other DISC styles
  • - Understand how to communicate effectively with each style

Lifting and Back Safety

If you think back injuries won't happen to you, or occur on your watch, think again. Surprisingly, 1 in 5 workplace injuries are related to the back. It's no wonder that back injuries are considered by OSHA as the nation's #1 workplace safety problem. Ignoring OSHA standards, workplace safety guidelines, and becoming complacent in the workplace can cost you and your company time, money and possible litigation At the completion of training, employees will:

  • - Understand that back injuries are the #1 workplace safety problem, as reported by OSHA
  • - Identify common back problems
  • - Practice proper lifting techniques

Workplace Hazardous Materials (Hazmat) Training for Employees

If your employees' job duties include contact with hazardous materials, they're required to receive proper training. It introduces employees to the basic hazmat concepts and terminology they need to know. At the completion of training, employees will be able to:

  • - Recognize HAZMAT material safety and compliance procedures
  • - Learn why workplace hazardous materials information systems are important
  • - Discuss the responsibilities of workers and supervisors with a partner
  • - Identify HAZMAT classifications
  • - Review material safety data sheets

Personal Protective Equipment (PPE) for Employees

On-the-job injuries affect all types of people doing all types of work. Each year over 570,000 workers are injured... at a cost to employers of over $100 billion annually. Government surveys show that the most common cause of workplace injuries today is due to employees not using proper PPE. In most cases appropriate equipment is readily available, yet employees do not recognize the need for this equipment, or take the time to use it. . At the completion of training, employees will:

  • - Be introduced to all personal protective equipment, including face shields, safety glasses, hard hats, and safety shoes, and a variety of devices and garments such as goggles, coveralls, gloves, vests, earplugs, and respirators
  • - Understand that it is the employer’s and supervisor’s responsibility to make sure that employees have, use, and care for the appropriate personal protective equipment (PPE)