Health Care Courses

FRONT-LINE EMPLOYEE

Customer Service:

  • Welcoming the Customer – Create a welcome environment to immediately impress your customers by following four simple steps.
  • The 100% Guarantee – Establish loyalty with attention to detail while exceeding expectations.
  • Problem-Solving – Address requests and deal with complaints by applying simple and effective listening skills.
  • Using Mistakes to Create Loyalty – Discover how immediate attention to mistakes can convert 50% of your unsatisfied customers into loyal, repeat patrons.
  • Providing Information & Directions – Understand how to provide clear and concise directions and information to your customers.

Professionalism:

  • What is Professionalism? – Inspire your employees to take pride in their work by understanding the four core values of professionalism.
  • Professional Appearance – Struggle with teaching employees how dress, hair, nails and hygiene impact the workplace? This course addresses these challenges, explaining how to develop a professional appearance.
  • Professional Attitude/Teamwork – This course establishes clear expectations for the workplace environment, addressing the risks of laziness, sloppiness, and a lack of teamwork.
  • Exceeding Expectations – Employees learn how embracing the qualities of a professional empowers them for success.

Cultural Norms:

  • Respect for Each Individual – Recognize the importance of showing respect for co-workers and customers.
  • Policies for Success – Understand what is expected in the United States regarding timeliness, attitude, dress and other work-related behaviors.
  • Acceptable Communication Styles – Learn preferred communication styles, addressing phone, email and personal interactions. This course explains body language, gestures and body space norms.
  • Closing Communication Gaps – Realize how a lack of knowledge of cultural differences can impact the individual as well as the establishment.

The Perfect Restaurant:

  • Laying Out the Red Carpet – Ensure your customers are greeted, seated and accommodated the moment they enter your establishment.
  • Seating, Serving, and Clearing – Instructions on seating, serving, and clearing to impress every patron. This course also provides upselling guidelines to increase both meal tickets and tips.
  • A Class Act – Teach employees how attention to details can maximize their learning potential.

Sexual Harassment Prevention:

  • Sexual Harassment and Your Role – The problem based approach delivery of this material improves understanding of sexual harassment and helps prevent its occurrence.
  • Behaviors That Create a Hostile Environment – This course determines what is “a reasonable person standard”, what is “severe and pervasive” and what creates a “hostile working environment.”

SUPERVISOR TRAINING

Leadership – Coaching:

  • Gaining Your Employee’s Admiration – Acquiring and maintaining employee respect is fundamental to effective coaching. Using proven methods, this course develops leadership skills that build rapport.
  • Coaching to Reinforce Behavior – Apply three basic steps to deliver positive feedback to reinforce behavior.
  • Coaching to Change behavior – Apply five basic steps to deliver corrective feedback to change behavior.
  • Timing Your Feedback – Learn the “when” and “where” of feedback delivery in order to avoid hazards and realize your desired result.
  • Performance Development – Designed specifically to reduce turnover, this course shows how to inspire employees to set goals and realize success.

Hire, Train & Evaluate – The Best Team

  • Hiring for Success – Develop your skills in writing job descriptions, reviewing resumes, conducting interviews and identifying top candidates for the job. Sample job descriptions, recruiting materials and candidate interview guides are provided.
  • Onboarding for Success – What drives employees to be engaged in their jobs? What drives employee retention? Learn what Gallup Organization has determined to be the number one factor impacting employee engagement and how you can use this information to reduce employee turnover.
  • Evaluating for Success – Do your employees receive regular feedback on their performance? Do you document your employee evaluations? Knowing how to conduct and document employee performance evaluations is a critical factor in preventing legal suites. This course provides you with specific guidelines and templates to use when conducting employee performance and development evaluations. The course also explores how to develop your highest performing employees for future leadership positions.

Leadership – Conflict Management:

  • Listening Skills – This course demonstrates listening skills critical to conflict prevention and resolution.
  • Discerning When to Intervene – Differentiate between situations best resolved without manager participation and those critical for managerial intervention.
  • Negotiating and Resolving – Three basic steps are presented that mediate and resolve workplace conflicts.
  • Dealing with Difficult Personalities – Five challenging personality types are portrayed. Simulations identify the best method to diffuse anger and maintain control for each type.
  • Minimizing Conflict – Simple guidelines are presented that minimize workplace conflict.

Leadership – Profit:

  • Labor – This course helps you with labor management including hiring the right people, training them and scheduling them to maximize profits.
  • The Upsell – This course shows you how to manage food and beverage costs to maximize profits. It also covers training servers to sell “add-on” items like appetizers and desserts.
  • Teamwork – This course provides tools to improve staff teamwork in order to deliver better service.
  • The Finale – This course focuses on the value of presentation from the moment customers enter to their departure, ensuring lasting impressions that will create loyalty to your restaurant.

Sexual Harassment Prevention:

  • Sexual Harassment and Your Role – The problem based approach delivery of this material improves understanding of sexual harassment and helps prevent its occurrence.
  • Behaviors That Create a Hostile Environment – This course determines what is “a reasonable person standard”, what is “severe and pervasive” and what creates a “hostile working environment.”
  • Requirements of the Supervisor/Manager – Supervisors learn their legal responsibilities when complaints are made including documentation, investigation and confidentiality. ITS Toolboxes assist in role plays, customizing content and presenting company specific policies.
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