• The public service customers are NOT always right.

• Sometimes you have to use the word NO in the delivery of service.

• How delivery style can increase one's success in presenting a somewhat negative message.

• Identification of who our customers are and as a team, we have more power when delivering customer service.

Time Management
"Time Management: A Customer Service Focus" is a 4 hour program, which was developed to assist the professional who find they are continuously struggling to manage the day-to-day demands on their time. This seminar provides a system for managing your time by setting priorities, assessing how you use your time, and focusing on a central shift in attitude, which enhances customer service.
This seminar is established on the premise of "control", and developing skills in your personal and professional life, which allow you to provide superior customer service by effectively managing your time; therefore reducing stress, increasing productivity, creating for yourself a professionally motivating environment.
This seminar specifically targets the issues of managing:

• Effective Use of Time

• Time Management Relationship to Customer Service

• Teamwork Impact on Time Management

• Identification of Time Management habits

• Customer Service, the BIG PICTURE

Workplace Violence Program
Based solely on the growing body of statistics about the rapidly expanding rate of workplace homicide, one might believe these tragedies represent the bulk of our nations workplace violence problem. However, workplace violence is not limited to the estimated 20 people per week murdered on the job. There are approximately 18,000 assaults in the workplace each week. Indeed, the statistics on threatening and non-threatening crimes are staggering. More than 1 million such incidents are reported yearly, with an equal or greater number that go unreported. Workplace violence is everything from threats to verbal altercations to assaults, stalking, rape, and homicide.

Recent surveys indicate that toxic work environments caused by continued harassment and threatening behaviors directly impacts employee turnover, lowers morale and productivity, reduces co-worker trust, and increases job-related stress.

Aside from emotional and physical distress, this problem costs employers an estimated $4.2 billion annually. Experts estimate the average liability per case is $1 million when factored with lost productivity coupled with negative impact on employees. The cost of treating medical and psychological injuries averages $41,000 per incident.

As violence increases in all of our communities, the belief that violence will remain outside the doors of offices and industries -- that it happens to "someone else" - is a belief that employers hold at their peril.

Our Goal: To provide employers with guidelines and training on the steps they can take to help reduce workplace violence hazards.

Training Programs We focus our training on behaviors and incidents that occur within a common worksite (office, factory, store, construction site) between non-strangers (e.g. bosses, co-workers, clients/customers, domestic partners). Prior to conducting any training or consulting, we prefer to meet with the client to evaluate their current environment, evaluate their history of workplace violence related problems and concerns, and examine their current workplace violence policy and plans.
Using the information from the client, we customize our training programs to meet their specific needs.

Supervisor and Manager Training
The objectives of this program are to provide supervisors and managers with an awareness of the scope of the problem, key behavioral indicators of potentially violent employees and/or clients, and an understanding of their responsibilities in making their internal workplace violence policy and plans have value for the organization.
The programs major components are:

• Scope and nature of the problem

• The types of workplace violence most likely to be encountered

• Warning signs

• Risk evaluation procedures, to include documentation and investigation

• Elements of internal workplace violence policies and plans

• Team simulation exercises

Threat Assessment/Management Team Training
This course is designed for members of the organizations Threat Assessment/Management Team as well as managers and supervisors who have an operational need to receive advanced training. The objectives of this session are to provide more detailed information on the principles of investigating and assessing the level of threat posed by a variety of behaviors and actions. The programs major components are:

• Detailed discussion of warning signs

• Investigation of threats and inappropriate behaviors

• Threat assessment procedures

• Developing and implementing appropriate reporting protocols

• Identifying and implementing appropriate intervention plans

• Identifying appropriate external resources

• Team Simulation exercises

Critical Incident Team Training
This course is designed for managers who have been selected to be part of the team that responds to and manages actual incidents of workplace violence. The objectives of this course will be to identify individual responsibilities and test the organizations Critical Incident Plan. Major components of this training are:

• Assignment and understanding of individual and team responsibilities

• Advanced identification & coordination with external resources

• Incident investigation protocols

• Medical management

• Decision making protocols

• Effective incident communications skills

• Post incident management

• Team simulation exercises