Best Customer Service Habits: How Can You Improve in 2012?

May 8, 2012
9:00 AM - 12:00 PM
FGCU's Atrium Executive Center, Fort Myers

Have you examined your customer service habits lately? What is working well and what is less than effective? This workshop will begin to examine some habits that may or may not be successful, yet some are still used because, "We have always done it this way." What is your customer service story? Are you the innovator who is curious about what is effective and what isn't? Do you look at setbacks as data that can be used to improve service? Join us and find out how!

"Successful change agents respond as scientists would-with curiosity instead of blame. Rather than blaming themselves, they treat setbacks as data-and use it to examine and improve the plan. 'We call it turning bad days into good data'."
From Change Anything, by Patterson Grenny (McMillan/Switzler)

Cost: $59

REGISTER HERE

Public Records Management

June 5, 2012
9:00 AM - 4:00 PM
FGCU's Atrium Executive Center, Fort Myers

Have you ever just wished you could throw all your organization's files and paperwork into the nearest trash can? Do you keep every piece of paper and document you receive "just in case"? Would you like to be able to get rid of some papers and save time and money as a result? If so, we have the perfect workshop for you. Become one of Florida's leading organizations - with increased efficiency, utilization of space, effective use of time, and budget savings.

This program is designed to inform and update public sector personnel about records management and maintenance under Florida law.

Cost: $109

REGISTER HERE

Supervisory Training Series

Dynamics of Supervision I

• Roles and responsibilities of a supervisor
• Making the transition to becoming a supervisor
• How to effectively delegate
• Improving your communication skills
• How to motivate yourself and the people who report to you
• Developing effective coaching skills

Dynamics of Supervision II

• Resolving conflict situations
• Managing your time and of those who report to you
• Developing good interviewing skills
• Implementing corrective action
• How to conduct an effective performance appraisal
• Preventing harassment in the workplace

Dynamics of Supervision III

• Improving performance quality and productivity
• Dealing with difficult people
• HR laws and regulations 1 & 2
• Building an effective team 1 & 2

This entire program is offered both instructor-led in class as well as online. Each class meets weekly for three hours during the instructor-led program.

For more information contact Dr. Robert Peterson at 941-626-9134 or rpeterson@fgcu.edu.

Executive Leadership Program

This program provides top level executives and managers the opportunity to develop knowledge and skills to better lead their organizations to meet the challenges of the 21st century.

Session 1:

• Creating and leading a culture of innovation-an introspective look at leadership styles and values and how to create an innovation mindset and culture within the organization.

Session 2:

• Managing the high performance organization

Session 3:

• Applying lean principles-reducing the seven wastes, identifying value-added and non-value added activities, improving through-put, and increasing financial stability.

Session 4:

• Formulating and executing business strategies

Session 5:

• Leadership strategies for the 21st century

Session 6:

• Marketing strategies for improved customer service

Session 7:

• Review of the latest motivational tools and methods for increasing employee performance.

Session 8:

• Driving and managing organizational change

Session 9:

• Developing a high performance work team

Session 10:

• Motivating yourself and the people who report to you

Session 11:

• Managing organizational conflicts

Each class meets weekly for three hours.

For more information contact Dr. Robert Peterson at 941-626-9134 or rpeterson@fgcu.edu.

Lean Sigma Training

What is meant by Lean?

Lean focuses on identifying, reducing, and eventually eliminating wasteful and non-value added activities within an organization. By applying lean principles, an organization is able to increase its through-put, reduce waste and costs, and improve its profitability while at the same time increasing its customer satisfaction and improving its own employees' satisfaction. Waste is anything that is not absolutely necessary to add value to the product or service being offered.
Lean strives to create systems and processes utilizing the least amount of resources including people, equipment, material and inventories, budget, and facilities. The success of lean is highly dependent on its principles being understood by all employees and those employees being involved in its applications.

What is Six Sigma?

Six sigma is about reducing variation in every process and eliminating errors. It starts by asking fundamental question: "What is critical to our customers?" and then concentrates on ensuring the organization's products and/or services meets those critical needs each and every time.

Florida Gulf Coast University is the leader in providing lean sigma training in southwest Florida. We use local trainers who are experts in their various fields and are familiar with the regional area and who have many years of experiences in working with a broad array of businesses and organizations.

The course will provide each participant's project a cost savings, revenue increases, and/or cost avoidance of over $35,000 black belt, green belt, yellow belt, and white belt.

For more information contact Dr. Robert Peterson at 941-626-9134 or rpeterson@fgcu.edu.