We Provide Solutions That Work.
Key Innovative Solutions will work with you to design a program specifically for your business needs. Our lively and fast paced training programs include small and large group activities, role-play, learning games, real-world observations, sharing experiences and knowledge, and having fun! Below are some of our most popular topics.
Conflict Resolution
Customer Service
Everyone Wins - Practical Skills for Solving Problems
Looking for a more effective way to reach a decision when two or more people are involved? Tools learned in this workshop are proven effective in solving new or existing problems, discovering new solutions, building strong teams, and enhancing interdependent business relationships. These methods have been used successfully by companies in day-to-day problem solving as well as by world leaders and union negotiators. President Jimmy Carter brought together opposing world leaders with this process at the Camp David Accords in 1978.
Explore all aspects of the collaborative process. The interest-based approach builds commitment and cooperation in working together to learn new tools and approaches. This seminar systematically guides groups through problem solving, vision development and planning processes utilizing an interest-based (non-positional) approach. You'll learn how to strengthen your organization by building a culture of effective, principle-based relationships. This seminar provides a foundation and a simple process model that participants can use in most situations when it's important to move forward together in interdependent relationships.
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Why Don't You Hear What I Mean? Reducing Conflict with Improved Communication
Until a team practices collaborative skills, they're just individuals pursuing their own agenda. Strong relationships are the key when substantive differences exist. How skilled are you at dealing with the relationship issues that may derail your efforts to resolve business issues? Use of effective communication skills helps prevent or minimize conflict. Proficiencies in listening, showing respect to others, reducing defensiveness, and skillfully asking for what you want comprise a valuable preventive approach to managing conflict. Understanding attitudes necessary for building relationships enhances outcomes for each party over time and creates a climate that encourages ongoing problem solving. Our behavior-based training gives participants an opportunity to practice becoming competent in these essential skills.
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Working Together without Drawing Swords
Ever feel like you're the only sane one in the room? Do the working styles of your associates drive you crazy? In this workshop, you will assess your own working style, examine types of relationship problems often encountered at work, explore the impact of differing working styles on group dynamics and conflict resolution. Discover what drives you crazy and what you can appreciate about other styles in this interactive workshop with a twist of fun and humor. Learn how other working styles can complement your own, and uncover opportunities to build stronger working relationships. Learn practical tools for successfully leveraging diversity to build effective group relationships, increase cooperation when working with others - and hang on to a few more shreds of sanity.
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Managing Differences Seminars®
These programs provide core competencies for successfully handling workplace conflict. Learn to measure the bottom-line cost of disputes and gather practical, proven techniques that you can use immediately to resolve workplace conflict. These effective methods can save you valuable resources - time, money and relationships.
In the life cycle of every conflict, there is a point when it's large enough to be recognized, but small enough to be resolved. These seminars lay out a blueprint for improving organizational effectiveness. They provide simple and practical tools for leading your company and managing workplace differences. The fast-paced workshops will change the way you think about and deal with conflict. Module 1 provides the foundation. Then choose Modules 2 and/or 3 to best fit your needs.
The Managing Differences Seminars® are licensed through Mediation Training Institute International and Dana Mediation Institute. This information about the Manager-as-Mediator SeminarTM (and/or the Self-as-Mediator SeminarTM) appears here with permission of the developer, Dana Mediation Institute, Inc.
Continuing education approvals have been granted by the Employee Assistance Professionals Association (EAPA), the Society for Human Resource Management (SHRM), and other authorities.
Module 1: Necessary Knowledge
Learn to think strategically about conflict, rather than react blindly to it. This module provides an understanding of conflict and the impact that it has upon the workplace. Learn how it is possible to:
- Significantly reduce its negative impact.
- Reduce the hard-dollar cost including potential litigation costs.
- Improve decision-making skills, communication, cooperation, problem solving and time management.
- Increase job satisfaction and motivation.
- Maximize the quality of life within your organization.
Module 2: Successful Conflict Conversations (Self Mediation - a Core Workplace Competency)
Learn to better manage situations where you have unhealthy business disagreements with others and improve working relationships. This seminar helps you meet the challenges of today's diverse and intensely interdependent work environment. Learn how to use a simple yet powerful communication tool to manage the differences that impair cooperation, work product quality, decision-making, job satisfaction, and harmony throughout your organization. Get others to work with you, not against you. Empowered with this technique, you will be able to take effective action to resolve most conflicts between yourself and others. Group discussion, lively activities and role-play keep participants actively involved in this workshop.
This practical technique is considered a "life skill" by many participants who have used it to enhance personal as well as professional relationships.
Module 3: Third-Party Resolutions (Managerial Mediation - a Core Leadership Competency)
You may be surprised to know that 42% of a manager's time is spent negotiating agreements with others when conflicts occur. Many otherwise well-trained leaders have not received formal training in managing conflict, yet they are faced with conflict situations daily. Learn a proven and powerful method to help others recognize and prevent escalation of destructive conflict, resolve their own conflicts, and negotiate productive work relationships. This hands-on session provides opportunities to role-play and practice the tools of professional mediators. These techniques will help build better workplace relationships, enhance performance, and reduce the unnecessary and destructive physical, emotional and monetary costs of unresolved conflict. An indispensable communication tool for organizational leaders, including executives, supervisors, team leaders, members of self-managing teams and human resources staff who want to help good employees do good work together.
For more information on the Managing Differences Seminars Click here.
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Don't Gamble with Customer Service
Over two-thirds of the people who quit doing business with a company leave because of poor customer service - not because of the product or the competition. That's something you can control. Help your organization stand out among your competitors and improve your bottom line. Create a culture where everyone practices exceptional customer service skills to create and retain loyal customers. It's easier than you think. With all the resources you allocate to attract customers to your business, you can't afford to gamble that they won't come back just because of the way they were treated. Experience practical techniques and tools they can use immediately.
You can:
- Set yourself apart with exceptional customer service
- Deal with angry customers
- Welcome customer complaints!
- Treat your internal customers like gold
- Increase your job satisfaction and productivity
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Turning Customer Complaints into Profit
Do you love to hear complaints from your customers? If not, explore a different perspective. Only four percent of dissatisfied customers will tell you why they're upset. The rest won't give you an opportunity to win back their business. They'll just leave. Don't take that risk. You can't afford to let them walk out the door without giving you an opportunity to fix the problem. You don't want your unhappy customers telling everyone they know about a poor customer service experience with your company. Instead, turn them into satisfied customers who can't wait to tell others how well you treated them. Learn to welcome and profit from customer complaints. Discover a refreshingly new attitude and reduce your stress. Our valuable tips and techniques will help you convert complaints and conflict with disappointed customers into profit.
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Is there a topic you'd like to explore that's not listed here? Contact us to see if we can create a workshop specifically for you or refer you to one of our expert strategic partners.
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