Specialized Workshops on Timely Topics
We’ve designed these specialized workshops to address timely topics and each is ½-day in duration. We suggest that you pick the two workshop topics listed below that your staff needs the most work on and have your employees complete one in the afternoon of the first day and then the morning of the second. You could also combine these with topics from either the Municipal Leadership Academy or Customer Service Program to customize your training approach. Your staff will leave these workshops energized and full of new skills and ideas for being more productive and professional.
Course descriptions follow:
Telephone Customer Service
For many citizens the only contact they have with their local government is over the phone when they have a question or complaint about a service they receive. It is thus imperative that they have a good experience with your people who answer the phones.
Learn to properly transfer, put on hold, use voice mail, and interact with citizens over the phone.
Find out how to handle customers unhappy with your automated telephone system.
Practice using proper voice and other communication techniques.
If your people are professional in handling difficult situations over the phone, they create the proper image for your local government.
Best of Customer Service in the Public Sector
For those who want an overview of customer service rather than an in-depth program, we’ve taken the best of our 4-part customer service program and packed it into an intense ½-day workshop.
Providing exceptional customer service is the one activity that can improve the citizen’s perception of local government more than any other. It makes the citizens happier with the services they receive and the employees happier with their work environment.
The Exceptional Municipal Assistant
The success of any department and its manager depends on a capable assistant. Whatever their title may be, administrative or executive assistant, secretary, receptionist, office manager; the person who assists the manager is vital to accomplishing to the team’s mission.
Exceptional municipal assistants strive for excellence in every aspect of their work, making their managers even more effective and the office environment more professional.
Building, Planning, Zoning, Engineering, and Code Enforcement
Citizens and contractors who interact with the building, planning, zoning, engineering, and code enforcement can be some of the most challenging. Whether you’re the engineer leading the team or the building inspector approving permits, it’s easy to get burned out and overly methodical in your approach.
You’ll spend less time handling tough situations and get much better results. The customers will respect you more and you’ll be confident in handling whatever comes your way.
Reducing Stress in a Municipal Environment
In a municipal environment, living in the fish bowl of citizens and the local media and also getting along with your co-workers can raise anyone’s stress level. While you may not be able to change your environment, you are not powerless in your goal of enjoying each work day to the fullest.
You’ll leave the workshop with more practical methods for keeping the workplace organized yet fun.
Internal Customer Service in a Municipal Environment
In your organization there are other departments or employees you rely on in order to do your work. Whether it’s the finance department taking care of your billing and payroll or the receptionist handling your phone calls, you really need all departments providing great service to each other to achieve the best results.
Get each department and employee working together and trusting each other so that both the employees and the citizens can benefit from the improved service provided.
Conflict is a tough reality of any work environment but it can also be an opportunity for improving employees, managers, and the organization. If you ignore the conflicts, they may destroy the camaraderie and morale of your organization.
Make your next conflict become an opportunity for real change and higher team performance.
This introspective and highly participative workshop explores the elements of a balanced life and how to better handle the major trends and challenges of our times.
No matter what stage you’re at in your personal, family, or work life; this workshop will help you discover new insights about yourself, your family, co-workers, manager, and friends.
Eliminating Harassment and Discrimination
Now—more than ever—both managers and front-line employees must understand that there's far more to workplace harassment and discrimination than just sex. Is your organization prepared for this changing world? It seems as if, every day, the EEO and the courts expand the definition of harassment and discrimination. In this changing environment it's difficult to know—or understand what's allowed and what's not allowed at work.
By knowing well the most common forms of harassment and discrimination--and many are surprised it’s not just sexual harassment and discrimination--your managers and employees will learn how to avoid the costly lawsuits and low morale that can damage even the best of organizations.