The Industry-Business Institute Provides Training in Essential Workforce Skills
Customer Service Skills (12 hours)
In this program, participants discuss and practice the principles of effective internal and external customer service. The course is designed to build skills in listening, probing and questioning, dealing with difficult customers, resolving conflict and diffusing tempers, and maintaining positive and professional behavior. Topics include:
• Recognize that service delivery is an individual response value
• Understand how an individual’s behavior impacts the behavior of others
• Develop confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Make customer service a team approach
Diversity and Inclusion (8 hours)
More than ever, a workplace is a diverse collection of individuals proud of who they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique. One of the challenges for workplace leaders is how to help these diverse individuals work as a team. We all know what happens to organizations that don’t have effective teamwork: they fail. And, failing to embrace diversity can also have serious legal costs for corporations. This one-day workshop will give you ways to celebrate diversity in the workplace while bringing individuals together.
Team Building (16 hours)
This course teaches the participant the skills to transition into increasingly more responsible levels of management including: the competencies of leadership required for new managers and those hoping to transition from line or staff positions into supervisory positions, building trust within the organization, overcoming workplace issues and goal achievement.
Problem Solving (8 hours)
This course teaches the participant employees the effective skill necessary for customer focused problem solving and how to effectively handle stress. The skills include proper inquiry by formulating and asking the proper questions, identifying and clarifying the goal, evaluating potential actions and selecting the best action decision in a calm and objective manner.
Conflict Resolution (8 hours)
Success comes from understanding how we behave, as well as how we can influence others. If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. This one-day workshop will teach participants how to turn difficult situations into opportunities for growth.
Time Management (8 hours)
This course is designed to teach participants how to establish clear work priorities to successfully and efficiently manage and achieve multiple work objectives and goals.
Business Writing (12 hours)
Various business writing techniques are necessary in today’s workplace, and this course teaches them all. Program participants will achieve competency in areas of basic grammar essentials, sentence and paragraph structuring, punctuation, capitalization, number usage, and abbreviations, as pertaining to business usage. They will also master the principles and techniques of writing business letters and memoranda, short reports, and proposals.
Communication in the Workplace (12 hours)
Participants will learn about and apply the basic elements of the communication process, select communication styles to ensure clarity with others and develop a personal list of tips and techniques to continue improvement of both external and internal communications. Topics include: active listening, non-verbal communications, ‘personality’ protocols, effective language use and understanding of why communications break down, and how to avoid pitfalls.
Personal Financial Management (12 hours)
This program offers employers the opportunity to develop financial literacy in your valued staff members who may build a career with your company. This program includes up to 12 hours of information for personal financial literacy for individuals. It covers life planning across all ages. Topics include: Balancing income and expenses, budgets for households, savings, investments, college loans and credit for automobile purchase and home ownership, knowing your credit rating, how to maximize your employee benefits and select plans for you and your family(401k, employee match programs, benefit cafeteria plans, and more.)
Prevention of Harassment in the Workplace (up to 16 hours)
Companies are working to be more proactive in preventing harassment. But how do you prevent harassment from occurring? What sorts of policies should be in place? What should managers do to protect their employees? And, if a complaint is filed, what will we do? All of these questions (and more!) will be answered in this two-day workshop. This program is customizable for your workplace needs and your stated policies.
Bi-Lingual Workplace Programs
Spanish in the Workplace Level 1 (40 hours)
This is a 40- hour program customized to assist non-Spanish speakers to communicate effectively with Spanish speaking staff or customers. Helping people communicate simply is the primary focus or this course.This type of communication does NOT require becoming fluent or learning the entire language. We understand that organizations invest in language training to meet specific objectives, not to create great Spanish speakers. Vocabulary and phrases can be matched to participant organization objectives.
Spanish in the Workplace Level 2 (40 hours)
This Spanish class is designed for the individual with previous beginners experience in Spanish. The main objectives of this course are to help individuals develop effective and basic communication skills in Spanish through the elementary development of three basic language skills (listening, speaking and reading), while focusing on everyday occurrences n the work place.
English as a Second Language Level I (40 hours)
Level I is designed for students who are literate in their native tongues and have some fluency in using the Roman alphabet to associate sounds with symbols, are typically unable to formulate complete sentences in English, are knowledgeable of individual words or phrases, but unable to express basic thoughts.
English as a Second Language Level II (40 hours)
Level II is designed for students who are somewhat able to communicate ideas in writing but need improvement to basic writing style and grammar, demonstrate basic understanding of the verb system or word order, and have a minimal ability to convey ideas in writing and speaking, but may understand more than they can express.
English as a Second Language Level III (40 hours)
Additional language training that builds on Level ll.
Math Skills
Basic Mathematics (16 hours)
This course is designed to assess the math skills of the participant, develop and deliver a prescriptive plan for the participant to progress as far as his or her ability will permit towards the basic and practical math and measurement requirements of the workplace to include: basic addition, subtraction, multiplication and division of whole numbers, fractions, decimals and measurements.
Basic Measurements (16 hours)
This course is designed to assess the math skills of the participant, develop and deliver a prescriptive plan for the participant to progress as far as his or her ability will permit towards the basic measurement requirements of the workplace. Includes: basic addition, subtraction, multiplication and division of whole numbers, fractions, decimals, measurements to include the use of standard measurement devices.