Emotional Quotient (EQ) measures emotional intelligence, or your ability to sense, understand and effectively apply the power and acumen of emotions to facilitate high levels of collaboration and productivity.
Studies have shown that salespeople and customer service agents who have undergone EQ training develop more accounts, have higher sales, deliver stronger customer service and realize better customer retention than those who have not. (Consortium for Research on Emotional Intelligence in Organizations)
Is this EQ training only for people in sales or customer service roles? No. This EQ training is for anyone! With EQ training and development, people can develop the skills and knowledge to better understand their customers or potential customers, how to manage their expectations, and ultimately meet their needs while building rapport and trust.
What are the 5 Dimensions of Emotional Intelligence?
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Self-Awareness – The ability to recognize and understand your moods, emotions and drives, as well as their effect on others.
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Self-Regulation – The ability to control or redirect disruptive impulses and moods and the propensity to suspend judgement and think before acting.
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Motivation – A passion to work for reasons that go beyond the external drive for knowledge, utility, surroundings, others, power or methodology and are based on an internal drive or propensity to pursue goals with energy and persistence.
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Social Awareness – The ability to understand the emotional makeup of other people and how your words and actions affect others.
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Social Regulation – The ability to influence the emotional clarity of others through a proficiency in managing relationships and building networks.
As a result of attending this workshop, participants will:
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Receive a personalized Emotional Quotient Report.
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Learn about each of the 5 Dimension of Emotional Intelligence.
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Learn about the natural progression in developing EQ.
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Understand the role of emotional intelligence and why is such a critical component to success.
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Receive some actionable tools and resources to begin their own EQ improvement journey.
Location: Next Gen Hub Business Suites
25A Hunter Valley Rd., Orillia, ON L3V 0Y7
Super Early Bird & Early Bird Deadlines available!
To Register: Visit www.prismgroup.ca
See the full Workplace Success Series Workshops
Why the Rebuild Route Makes Sense
Typically, in the short term, the rebuild will cost more, but over time, will cost less, provide better ROI and create potentially happier and more efficient employees.
We have created a handy ROI calculator that we use when discussing the true value of saving time and having more efficient workers. This calculator and the logic with it can be downloaded here: Software ROI Calculator.
Rebuild vs Reuse: Things to Think About
With any rebuild of a legacy solution the following areas must be addressed:
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- Mobility: Employees need to access data from different handheld devices. Be it iPhone, Android or Blackberry. Today technology exists to make a solution device agnostic.
- Web (Remote) Access: Using a browser to access the data provides the most cost-efficient way for users to access data; whether it is internal users or external users. Mobile users can access the web browser to use, interact or access the new system.
- Future-Proof Workflow: By rebuilding a solution, potential technology traps can be avoided. Ideally, any system built should scope out and last for 6 to 8 years before workflow modifications are required.
- Collaboration: Gone are the days of a static web page. Companies, big and small, want some form of customer integration with their web page. Rebuilding a solution using a custom web technology will allow a web page to bolt on and be used by both employees, customers, and prospects.
Gone are the days of a static web page. Companies, big and small, want some form of customer integration with their web page. Rebuilding a solution using a custom web technology will allow a web page to bolt on and be used by both employees, customers, and prospects.
Whenever I visit a potential new customers site, I am always surprised by the age of some legacy systems. Moreover, I am surprised at how a great return on investment from the past has now turned into a system/process that is inefficient and a detrimental for employees.
If your existing system was built more than 15 years ago and is still working and being used – congratulations! You have certainly received a great ROI from past investments. But now might be the time to think about a rebuild of your solution. Rebuild before access, inefficiencies or age of hardware severely hurt your business’ growth.
Every business is unique and so is the software they need. Get your free Personal Needs Analysis today.
Selling is becoming an increasingly important part of the frontline customer service representatives’ job, but few representatives have formal training. Our program helps Customer Service professionals develop the skills, knowledge and motivation they need for cross-selling and up-selling.
No matter what business you are in, who your customers are, or how large your business is, the fact is that everyone would like to increase their revenue without increasing the investment. Numerous companies have discovered a simple cost effective way to do this.
This program is designed to effectively overcome this reluctance and to uncover the realities of providing service and myths behind selling. We guide participants in understanding and being prepared for the transition from service to sales.
For more information, please click here
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The Effective Facilitation program builds a strong foundation of knowledge in both practice and theory for facilitation success. Knowing the techniques to use and how to effectively facilitate in different situations – meetings, presentations and training sessions – in today’s environment is critical. With its focus on asking rather than telling, and listening to build consensus, facilitation is the new leadership ideal, the core competency everybody needs.
During this 1-day program, you will gain an understanding of the full cycle of facilitation. It will provide you with the resources, materials, and tools that can be used to confidently and effectively facilitate in any situation. You will also get the opportunity to practice what you’ve learned in a safe and supportive environment.
Through a mix of theory and practice, participants will learn how to:
- Create a positive climate that engages and involves your learners
- Deal with the unexpected – unanticipated problems and challenging participant situations
- Evaluate the results of your training; learner feedback is valuable in more ways than one.
This program is designed to reinforce and develop your skills as a facilitator. Each participant will have the opportunity to facilitate a brief session on the second day of the program. This will allow the facilitator and training participants to offer insightful and real-time constructive feedback.
Please note that this workshop is a 1-Day condensed version.
For more information, please click here
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In an environment in which customer experience is increasingly becoming a differentiator, the thoughtful design of individual customer experiences, and of how multiple touchpoints work together as a whole, is too vital to be left to chance. Ultimately, Design Thinking jumpstarts an organizations’ creativity and transports them beyond the “go-to” options, unlocking new opportunities for creating shared value.
Design Thinking is an innovative, problem solving mindset for human-centered innovation and product / service development. It uses ethnography to intimately understand customers and agile development and iteration to translate findings, to insights to visualization.
During this 1-Day Design Thinking workshop, participants will learn about the Design Thinking framework. The CSPN Design Thinking framework is a codified structure to repeatedly and reliably lead teams from business strategy to customer insights and from customer insights to ideas. Through interactive activities and case studies, participants will learn practically how to contextualize methodologies, tools and processes to deliver insights that lead to customer value solutions.
As an action-oriented and practice session, this Design Thinking workshop guides participants through solution development regardless of the customer or business challenge at hand. Participants will learn how to put the framework into action!
For more information, please click here
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As organizations continue to move forward and learn to survive and thrive in an ever-increasing competitive market, the on-going battle of strategizing methods to create new and exceptional customer experiences (CX) continues. To successfully deliver CX experiences that make tangible differences, organizations must change what is being done today in order to deliver on what needs to be done in the future. This requires organizations to fundamentally change their standard approaches and replace them with new ways of doing business.
To successfully manage change, it is necessary to attend to the wider impacts of the change and answer questions like how will our organization have to change to deliver better customer experiences? As well as considering the tangible impacts of change, it is important to consider the personal impact on stakeholders and their journey towards working and behaving in new ways to support the change.
In this highly interactive workshop, participants will learn the fundamentals of Change Management in enabling engagement and participation during change. They will also learn methodological approaches of planning, activating and managing change that will result in faster buy-in and proficiency.
This workshop provides opportunities for you to solve the behavioural change challenges that organizations encounter when faced by a need for change.
For more information, please click here (https://mycspn.com/blog/course/strategic-change-management-for-cx-success/)
To Register, please click here (https://mycspn.com/blog/events/strategic-change-management-for-cx-success-public-workshop/)
Join Corey Atkinson for CSPN’s Webinar Series. Register early!
Topic: World Class Customer Experience
Cost: FREE
Overview:
Now, more than ever, we are under a microscope. The online social media world – Google Reviews, Amazon, Yelp ,etc – is waiting to pounce with bad-good-better-best experiences to be starred, told, retold, or forgotten – in the real world. In this environment, how do we avoid the embarrassing “How did that happen?!” moments and instead drive the right customer experiences that we want people to talk about and remember?
This webinar will cover the must have strategies to be able to provide world class customer experience. These insights will allow you to gauge how effective your organization is at bringing to life the customer experience you imagine.
To Register, please click here
Join Corey Atkinson for CSPN’s Webinar Series. Register early!
Topic: The Emerging Leader Part 2
Cost: FREE
Overview
Companies across every industry are facing complex organizational challenges that require the rapid development of new leaders. Advancing from a technical track to a leadership position requires more than solid management skills.
More than ever before, emerging leaders must quickly learn and deploy core management skills, develop a broad strategic perspective, take their leadership skills to the next level, and expand their professional and personal networks.
Emerging Leaders also need to take control of their career destiny, kick start their personal branding and embrace the concepts of self-guidance and continuous improvement.
To Register, please click here
This course qualifies as one prerequisite towards CCSS© designation
Have you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity, absenteeism and high turnover.
Conflict comes about from differences – in needs, values and motivations. Sometimes it is through these differences that we complement each other, but sometimes these differences result in conflict. Conflict is not a problem in itself – it is what we do with it that counts.
It is important that we do something because whether we like it or not, conflicts demand our energy. In fact, an unresolved conflict can call on tremendous amounts of our attention. We all know how exhausting an unresolved conflict can be. It is not always easy to fix the problem but a great energy boost can come when we do. This program teaches you the techniques for proper conflict resolution that will leave you feeling satisfied and content.
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This course qualifies as one prerequisite towards CCSS© designation
Does your organization work with difficult clients? Are you interested in learning how to manage your stress and handle complicated circumstances while at work? If you answered yes, then this program is for you.
This workshop is designed to teach you all about the art of dealing with difficult customers and scenarios while at work. You will learn how to manage conversations, empathize with clients, identify triggers, negotiate, and most importantly, protect yourself physically, emotionally, and mentally on the job.
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