Destination BC- WorldHost Programs
Businesses thrive when healthy relationships are developed not only with the external but also with the internal client, your colleagues. Too often we assume communication has taken place when, in fact, it is incomplete. This session is designed to explore the foundations of open and honest communication and practice the skills of active listening.
Conflict in the workplace is inevitable and occurs because people care about what they are doing. Workplace conflict can be productive or non-productive. It can help people or teams grow or it can impede growth and waste huge amounts of time. This module explores the causes of conflict and then provides tools and skills to handle these differences when they occur. Specific company examples are used in role-plays to practice the skills necessary in creating win/win solutions.
Mediation and Negotiation Skills
This area is closely tied to the work outlined in the Conflict Resolution module. Here we focus on learning the specific skills for conducting principled negotiations for win/win outcomes. The term win/win refers to reaching a decision that meets both parties' needs. Mediation is about guiding two parties through a process that leads to a mutually acceptable resolution to a dispute. One of the first lessons of mediation is recognizing what can and cannot be mediated. These modules are designed to incorporate the skills of mediation and negotiation with your organization's particular challenges. For those wishing to be certified in these areas I recommend contacting the Justice Institute of BC at http://www.jibc.ca/
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High Performance Teams
Teams wishing to achieve a high level of performance will need to define operating standards, explore individual, cultural and corporate values and most importantly have a compelling vision of what is possible. All of these attributes will be studied to improve productivity, build stronger relationships and form a more cohesive trust-based team.
Business and Personal Goal Setting
Goal setting is a measurable description of a future desired state. Setting goals is a way of measuring individual and team success. Goals give us a sense of control in what can otherwise be a chaotic environment. This session will assist individuals and their teams to define and map out their specific goals.
Comments most frequently made about meetings are: nothing ever gets decided, people are not prepared, the agenda is not adhered to and they never start or finish on time. Sound familiar? This can be an ongoing source of frustration and tension for teams; this module will introduce the tools for organizing and running a high performance meeting.
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Personal Leadership Skills
This module focuses on improving individual leadership skills. We examine qualities of exemplary leadership and then the actions necessary in achieving a higher level of personal performance. Individual challenges and barriers to success are discussed then action plans are developed in order to move forward.
Customer Service Excellence
Service excellence means keeping the customer in focus at all times.
Modules are designed to review the field of customer service while offering strategies for enhancing personal service standards. We examine who your customers are and how to assess their needs through developing good service habits. One of the best investments you will make in the future of your organization is to develop the culture of Customer Service Excellence.
Improving Sales Performance
Organizations with the competitive edge have determined their leadership position in the marketplace and have a clear understanding their customers. It is from this position we work with you to determine your training needs.
All sales performance modules are designed to be highly interactive to encourage creativity and the sharing of new ideas. Sales techniques are also revisited and fine-tuned for maximum effectiveness. Our goal is to tap into your employees potential to improve the customer experience and the company's profit.
Coaching Skills for Managers
When is coaching appropriate? The answer is all the time! Organizations are recognizing the importance of building more effective teams. Today a successful manager is a skilled coach. Support must be given to the individual as well as the team for all to succeed.
Some of the coaching activities we examine include goal setting, performance feedback, motivation, encouraging healthy working relationships and assisting in your employees' future growth and development.
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Destination BC "WorldHost" Programs
The following is a list of the WorldHost programs ( formerly known as SuperHost) that we currently facilitate.
Fundamentals is a participatory one day workshop that addresses the fundamentals of excellent customer service. From handling customer concerns to first impressions you will leave with practical tips that work!
Customers with Disabilities
Customers with Disabilities is a half day workshop that increases your awareness of this growing and increasingly mobile market segment. You will learn appropriate language and information that will help you become more sensitive to the needs and requirements of customers with disabilities.
Service Across Cultures
Service Across Cultures is a half day workshop that increases your knowledge of the diversity of overseas visitors who come to British Columbia. This workshop challenges cultural biases and misconceptions and provides practical suggestions to improve communication and customer service skills.
The Solution Series
Solving Problems Through Service
Sales Powered by Service
These 3 hour polishing workshops support training initiatives for all staff in retail, hospitality, tourism and service fields. Learn how to say no professionally and discover good communication skills necessary to solve a customer's problem. Understand your role in the sales cycle, learn about moments of truth and recognize opportunities to sell beyond the basics.
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