Human Resource Partners

Training Programs
Each of our training programs are customized to meet the needs of your staff and your organization. Our training specialists meet with you to determine the objectives, format and content that will provide the results you expect.

We can work with you to design and deliver a program using our qualified facilitators, or set up a train-the-trainer to utilize your own in-house trainers.

Select a subject to the left to find out about specific programs or contact us to find out more about our world-class training programs.

Call Center
An intensive facilitator-led service-skills training program, our call center training program is created for all Call Centers and Help Desks. In one day or eight one-hour modules, your technical and non-technical phone professionals learn to build customer loyalty with even the most challenging customers while increasing your Call Center productivity and quality. Your agents will learn to:

Build world-class best-practices phone skills
Delight even upset and complaining customers
Reduce escalated and repeat calls
Surpass industry call speed and quality standards
Increase customer capability and self-sufficiency
Uncover customer needs and increase sales
Utilize tone of voice, articulation and conversational flow

Contact us today to find out more about how investing in this critical training can provide immediate positive results! Increase customer loyalty.

Conflict Resolution
The ability to effectively communicate and resolve conflict is a key indicator of success on the job, yet many people have had little assistance in learning how to do it well. On a professional level, it negatively affects our work environments by contributing to lack of teamwork and cooperation, missed deadlines, absenteeism, illness, turnover and poor work quality and productivity. This interactive workshop will help participants learn specific tools and techniques to improve their communication and conflict resolution skills.

Outcomes and Benefits

Identify communication obstacles, why they occur and how to prevent them.
Identify "who owns the problem" and who should take responsibility for solving it.
Understand five styles of conflict resolution and the appropriate use for each.
Listen and/or facilitate a problem-solving process that will help them respond constructively to the ideas and concerns of others.
Give constructive feedback to positively influence others to change behavior or better understand what they need.

Contact us today to find out more about our program that will give your team the tools they need for effective conflict resolution.

Customer Service
While winning customers may be hard, keeping them is even harder. So what do customers really want? They want quick response, instant information, and solutions to their problems. They want exceptional customer service. Our proven customer service training programs will increase your business by leveraging team skills, behaviors and attitudes.

In Delighting Customers, participants will learn to:

Build rapport and connect with customers
Delight even upset and complaining customers
Ask questions, problem-solve, and explore solutions
Explain and request to gain customer acceptance
Say no, provide unpleasant information and negotiate solutions with positive outcomes
Recognize unspoken needs to increase sales

Manager Toolkit: Especially for those who supervise others, the Manager Toolkit provides activities for following up and keeping the ideas from the original session alive back on the job.

Custom Solutions
Training that applies directly to the challenges that your employees face and that uses real examples and current information is more engaging and effective. Skills learned in custom training transfer more easily into performance results when compared to generic information from seminars that "come through town."

Customized training is often more cost effective when considering: 1) performance results; 2) longevity as program is updated; 3) ability to bring facilitation in-house. Our vast experience with clients of all types and sizes allows us to assist you in a way that is appropriate.

From Product Knowledge to Job-specific training, our experienced instructional-design team can develop a completely customized solution that delivers results.

Interviewing
The costs of bad hiring practices are tremendous. The Department of Labor estimated in 2000 that replacing even an entry-level position averages $4,350 when all of the costs are fully tabulated.

The HRP interviewing and selection system provides training and tools that increase hiring success. Using a behavioral approach, this program teaches selection techniques that reveal applicant likelihood of success in the position they are seeking.

In this program participants will be able to:

Clearly define the knowledge, skills and talents needed in key positions.
Clarify legal requirements in interviewing process, avoiding violation of regulations.
Increase the effectiveness of your company hiring and promotion process.
Build interviewing skills and confidence.
Save dollars wasted in training due to poor selection and high turnover.
Establish tools for selecting best candidate when selecting among several qualified candidates.
Enhance candidate and business community perception of your organization to potential business partners and employees.
Prevent poor morale that results from employees struggling to pick up after unqualified co-worker.

Performance
At many companies performance management is little more than a once-a-year annual review and possibility of a raise. Attracting and retaining high-performing employees requires more.

HRP can develop a well-designed Performance Management System that supports organizational goals and rewards the right results from employees.

Our Performance Management Systems:

Provide feedback to employee regarding performance
Clarify job expectations to employees
Provide information to employees regarding areas for development
Document performance for use in promotion and compensation decisions

Contact us today to find out how HRP can assist you in making performance management a year-round development process between employees and supervisors!

Sales
Our sales training is the most comprehensive and program available. We train your sales force to build successful business relationships by helping customers achieve both their business and personal objectives.

HRP's proven sales training teaches a consultative process for developing understanding and agreement between the customer and your salespeople throughout the sales process. It's a logical, non-manipulative approach that works.

Contact us today to find out how we can help your salespeople develop proven selling skills and achieve the business objectives of their customers with your products or services.

Supervisory Skills
Are people within you organization being asked to do more with less? Is your environment shifting and changing? Because of the challenges in today's business environment, managers and team leaders more than ever need the basic tools to effectively manage their workforce.

Using fundamental skills including communication techniques, Human Resource Partners supervisory training methodologies will provide your management team with the basic foundations of interpersonal supervisory management needed to get the job done.

Supervisory Topics:

Interviewing and Selection
Basic Communication Strategies
Coaching and Counseling
Effective Discipline
Performance Appraisals
Time Management
Effective Listening

Team Building
How do you foster trust, cooperation, understanding and acceptance at a time of broadening diversity? A good start is having people in your organization who understand more about themselves and their team members.

HRP's highly interactive workshops guide participants through discovery of their communication, management and organizational styles.

Team Dynamics
What happens when you present a group of people with a challenge that requires them to work together to succeed? They discover trust, leadership, cooperation, respect, caring, responsibility, planning, perseverance, problem solving, support, self-confidence, sharing, and teamwork. Teamwork requires involvement; it's not something you just sit back and talk about.

HRP's Team Dynamics Workshop uses specially designed games and activities to create a learning environment to engage participants and then discuss organizational parallels. Activities are not designed to be physically strenuous, but participants should have the ability to walk, stoop, stand, crouch, kneel, touch, balance and have moderate levels of hand-eye coordination.

Contact us today to find out how your people can learn how to work together more effectively through non-threatening challenges!

Workplace Diversity
Realizing the benefits of diversity means meeting the diversity challenge through self-awareness and commitment.

Hidden resentments and misperceptions impact company productivity, profitability, employee motivation and satisfaction.

This four-hour interactive workshop shows employees how they respond to workforce diversity issues, and where they need to develop increased understanding.

Key Objectives

Understand the impact of your behavior on others
Assess the accuracy of your knowledge about differences
Limit negative influence of stereotypes on productivity and profitability
Reduce conflict
Discover your personal comfort level with people who are different than you
Enhance team work
Value diversity as a source of organizational strength

Contact us today to find out how your organization can better understand, accept and capitalize on diversity in your work environment.