Trainwest Online Academy

Understanding People - Customer Service Training Program
2021-04-29 09:00 - 10:00 UTC | Trainwest – Online Webinar
Seminar Description:
To be an individual on the front-line we need a slight edge to better connect with people; understanding our customers is central to helping them with their problems. Much of our personality is shaped by early childhood influences and teachings – messages that we carry with us throughout our lives. Here you will learn about the foundations of Transactional Analysis, a model for Understanding Human Personality, Relationships and Communication.
All our early life experiences are assembled into a unique set of beliefs about ourselves, others and the world, our ‘Frame of Reference’. This frame is like a distorting lens through which we view life and which gives us a unique personal concept of ‘reality’. Our FoR guides us throughout life unless changed by developing awareness and making decisions to change what we believe.
In this session we will review how this model relates to the those on the front-line. We will explore how the components of people’s personality influence their behavior. You will learn how to identify repetitive, non-productive behavior and how to replace it with more appropriate behavior.

Interviewing – Management Training & Development Program
2021-04-28 08:00 - 10:00
Seminar Description:
A successful interview should be a two-way conversation. Your goal is to find the best qualified applicant for a specific job and provide accurate and appropriate information. Doing a good job of conducting employment interviews and evaluating applicants takes more time than having an informal conversation. It requires training in questioning skills and listening techniques for uncovering the truth. Having a structured approach for interviewing applicants is a must.
Key Learning Points:

Learn the “Goals” of interviewing
Learn a process of structuring the interview for success
Learn how to use different interview questioning styles to uncover the “reality”

Life Lessons From Inspirational Leaders - Sales Training & Development Program
2021-04-27 08:00 - 09:30
Seminar Description:
There are inspirational leaders we all know of or have heard of who we can learn from. When you think of inspirational leaders, who comes to mind? These inspirational leaders can teach us life lessons if we keep our mind open and are willing to let others in. These individuals inspire us all to achieve more, make the world a better place, and to never give up on our dreams, no matter how big or small they may be.
In this session we will review life lessons from others and see how you can implement into your daily activities

Creating a Strong Bond & Rapport With Others - Sales Training & Development Program
2021-04-20 08:00 - 09:30
Seminar Description:
Developing rapport and creating a bond with a prospect is an integral part being an effective communicator. It is fundamentally integral in creating and developing a mutually trusting and respectful relationship with others.
To establish strong bonds, people must have good communication skills; recognize the verbal and non-verbal signals people are sending and understand you cannot control another’s behaviour, but can affect their behaviour by the way you respond to them.
Key Learning Points:

Learn how to Bond & Build Rapport with a Prospect/li>
Learn the process of how to read body language
Understand the different communication skills and their impact on everyday interactions
Understand how to negotiate with different cultures and generations

Group Coaching Call – Management Training & Development Training
2021-04-16 09:00 - 10:00, 2021-03-19 09:00 - 10:00, 2021-03-05 09:00 - 10:00, 2021-02-19 09:00 - 10:00

Group Coaching Call – Sales Training & Development Training
2021-04-16 08:00 - 09:00, 2021-03-19 08:00 - 09:00, 2021-03-05 08:00 - 09:00, 2021-02-19 08:00 - 09:00

Understanding Personality, Persuasion & Dealing with Different Generations - Customer Service Training Program
2021-04-15 09:00 - 10:00
Seminar Description:
Typically, people are more comfortable interacting with people who are like themselves. In this session, we’ll examine peoples’ communication preferences to improve understanding and communication with both internal and external customers.
Using the Extended DISC behavioral profile, we start by examining the four quadrants and our own preferences. We will learn the differences of the four styles, how to quickly identify a person’s dominant style, and the basis of communicating with each one. Once identified, we can modify our styles to customers to facilitate optimum communication.
We will learn how to avoid conflict with other styles, make better decisions on how to deal with people, help you make a positive impact on your performance with others, and give you techniques you can use immediately to help you deal with your customers the way they want to be treated

Uncovering the Prospect’s Money ‘Issues’ - Sales Training & Development Program
2021-04-13 08:00 - 09:30
Seminar Description:
Fundamentally there is a difference between how much money people have and how much they are willing to let go. If a prospect cannot (or will not) make the necessary investment to buy your product or service, it’s better to know sooner rather than later. The way you were brought up does have an influence on you on how you will deal with the prospects money issue.
In this session, you will learn how to overcome the discomfort many salespeople experience when discussing money matters with prospects. You will learn specific questioning techniques to uncover the prospect’s willingness to divulge and ability to release the funds to move forward with the sale.
Key Learning Points:

Learn techniques on how to get the prospect to reveal how much money they really intend to spend
Learn the psychological reasons people deal with money the way they do
Learn the relationship between value, time, distress and intent as it relates to peoples willingness to release money

Understanding the DISC Model – Sales Training & Development Program
2021-04-06 08:00 - 09:30
Seminar Description:
We all have our personal ways of behaving in different situations. Typically we act routinely, repeating our adapted ways of doing things since it is easier to repeat our adapted ways than to learn new ways. As people, we attempt to predict situations unconsciously, and to do things in ways we found to work in different situations in the past. We form opinions of others almost immediately whether we want to or not.
Are you sure you’re dealing with people in the way they wish to be treated and appreciated? Do you want to have a positive impact on your bottom line by understanding people’s behavioural styles?
In this session, you will gain a deeper insight into understanding different behavioural styles that will help you deal with, motivate, negotiate to and lead each type of individual.
Key Learning Points:

Learn a model that identifies the main behavioural styles to facilitate interaction with people and prepare us to more effectively management motivate other people
Learn techniques that will help you understand those in your business so you can focus on growing your business
Learn about factors which motivate the different behavioural styles to help you be more effective negotiating with each style

Defining Excellent Customer Service - Customer Service Training Program
2021-04-01 09:00 - 10:00
Seminar Description:
You have decided that today is the day you want to take your customer service skills to the next level. Saying you want to improve is easy, but do you know what direction you want to go? Do you have a clear definition of what excellence customer service looks like?
In this session we will uncover what the definition of “Excellent” customer service is, uncover what “Poor” Customer service is and look at developing a road map to keep you on the process of continuous improvement.

Leadership Roles – What is a “Coach” Role – Management Training & Development Program
2021-03-31 13:00 - 15:00

Negotiation and Money – Sales Training & Development Program
2021-03-30 08:00 - 09:30

How Identifying The Reasons People Take Action Can Positively Effect Your Revenue
2021-03-26 09:00 - 10:00
Seminar Description:
People make decisions based on consequence. These consequences all have a degree of stress, worry or anxiety associated with them. How long someone has put up wit h the discomfort dictates the severity of it in their own mind. As experts in our filed, we may recognize someone who is in discomfort before they do however until an individual admits it, accepts it, is prepared to deal and resolve it, nothing will happen. In this session, you will learn the components of stress and how to use specific questioning techniques to uncover those elements.
Key Learning Points:

Understand the Three elements of Discomfort at three mom ents in time people have
Learn how to use a Questioning Process to uncover the real issues causing the discomfort
Learn technique s on how to work with people to define whether they are curious, have intent or are prepared to commit

Understanding How People Make Decisions – Sales Training & Development Program
2021-03-23 08:00 - 09:30
Seminar Description:
How someone makes a buying decision should not be a mystery. Whether you are dealing with an individual, small to mid-size company or enterprise organization, understanding the buyer’s decision process earlier rather than later on in the selling cycle helps the sales person be more efficient and effective with their time. Positioning yourself properly in reference to your prospect should increase the likelihood the deal will proceed in a favorable manor.
In this session we will review strategies on how to position yourself and company properly in regards to your prospect; understand the prospects cast of characters and influence ability and understand key issues influencing people’s decisions. You will also learn how to skillfully question prospects to uncover this information. You will learn how to determine the players, the influence ability of each player, specific elements of their process, and the time frame for the decision.
Key Learning Points:

Learn how to skillfully question prospects to uncover their decision process
Learn techniques on how to determine who the players are and the influence ability of each player/li>
Learn strategies and techniques to position your information to deal with the prospects decision process

Presentation Skills - Customer Service Training
2021-03-19 08:00 - 17:00
Seminar Description:
As a Customer Service Professional you may have the technical experience in your role, but do you have the ability to effectively communicate the message you are trying to achieve.
We will review how to effectively communicate with your audience, learn how to tell great stories to convey your message and understand the 4 key elements of a great presentation; Know, Feel, Say and Do. We will also review the keys to a presenter’s effective body language, voice and visual aids. At the end of this session you will have the tools to be a better, more confident and effective presenter.
Key Learning Points:

Learn and understand the four (4) Key Elements of a Great Presentation
Learn how to use the proper visual aids to enhance your presentation
Learn the Top Ten (10) Tips to become a more Effective Presenter

Questioning Techniques – Sales Training & Development Program
2021-03-16 08:00 - 09:30
Seminar Description:
Questions uncover intent vs commitment. The purpose is to focus on communication and gather data. If you truly wish to understand people, you must listen more that you speak.
Listening is a skill which is hard to master and requires one to be able to distinguish between what is being said vs. what is not being said. We should be constantly striving for clarity and not accept vagueness. Having good skills in this area will help you minimize the risk you will say something you might later regret.
Even though questioning is a big part of the sales process unless you can reflectively listen, synthesise what is being said (and not said) and accurately summarise what has transpired, you will potentially miss the real issues.
Establishing rules is not a hard process, but consistency in its implementation is.
Key Learning Points:

Learn an active and inquisitive conversational style questioning technique that guides the prospect through problem solving
Learn techniques on how to identify, evaluate and resolve the real issues people have
Learn how to move people from the stages of ‘curiosity’ to ‘intent’ to ‘commitment.’

Rules Of Engagement With People - Customer Service Training
2021-03-12 09:00 - 10:00
Seminar Description:
Having mutually respective interactions with other s is the goal we all should be striving for, yet why is “manipulation” part of everyday human interaction. To mitigate this manipulation in interactions, it is essential that every person be on the same page. This starts by establishing mutually respective rules of engagement. Since we can’t control others behaviors, we need to realize that we must be the one to ensure rules are established. Establishing rules is not a hard process, but consistency if implementation
IS.
Key Learning Points:

Learn the key steps in establishing rules of engagement
Recognize when they should be implemented and followed
Learn how to hold people accountable to the rules.

Applying Cognitive Behavioural Therapy During Questioning – Sales Training & Development Program
2021-03-09 08:00 - 09:30

Communicating Using Appropriate Technology - Customer Service Training
2021-03-03 09:00 - 10:00
Seminar Description:
As every day progresses there are newer forms of technology that have the power to enhance (or hinder) our communication with others. So how can we ensure we use them to our advantage? People want to he heard and understood and want communication in the method they prefer, not the method the sender prefers.
Are you really delivering and receiving messages in the best possible way?
In this section we will review a series of tips that will help you get the most out of some key communication technologies.
Key Learning Points:

Review ten (10) Key Communication Technologies
Learn how to get the most out of Key Communication Technologies
Learn how using a balanced use of technology can affect communication positively

Socratic Questioning – Sales Training & Development Program
2021-03-02 08:00 - 09:30
Seminar Description:
Socratic method of questioning is a form of cooperative argumentative dialogue between individuals, based on asking and answering questions to stimulate critical thinking and to draw out ideas and underlying presumptions.
Establishing rules is not a hard process, but consistency in its implementation is.
Key Learning Points:

Learn how to ask questions using the ‘negative reverse’ method.
Learn how to ask questions that guide the conversation to your benefit./li>
Uncover the real reasons for wanting to do business and qualify in/out within the first five minutes.

Leadership Roles - VAE Model - Execution – Management Training & Development Program
2021-02-24 13:00 - 15:00
Seminar Description:
As a leader, you must continuously study the latest thinking and research and selectively employ the new ideas that resonate with your thinking and where you want to take your team or organization.
In this three-part section, you will be introduced to a three-part model of leadership; Vision, Alignment and Execution created by Straw, Scullard, Kukkonen and Davis in “The Work of Leaders.”
You will discover powerful tools to help propel not only yourself but your team members forward. We will review what is required to craft a vision – an improved future state that the group will make a reality; Discuss how to build alignment – getting everyone to commitment and learning how to champion execution – ensuring to have the conditions required to turn the vision into a reality.
Key Learning Points:

Understand why having a Vision is Important and how to create one
Learn strategies and tactics on how to gain buy in (alignment) for your vision
Learn strategies and tactics on how to turn the vision into a reality

Rules of Engagement with People – Sales Training & Development Program
2021-02-23 08:00 - 09:00
Seminar Description:
Having mutually respective interactions with others is a goal we all should be striving for, yet why is “manipulation” part of everyday human interaction? To mitigate this manipulation in interactions, it is essential that every person be on the same page. This starts by establishing mutually respective rules of engagement. Since we can’t control others behaviours, we need to realize that we must be the one to ensure rules are established.
Establishing rules is not a hard process, but consistency in its implementation is.
Key Learning Points:

Learn the key steps in establishing rules of engagement
Recognize when rules should be implemented and followed
Learn how to hold people accountable to the rules
Learn how to take control (and remain in control) of the interaction

Sales Growth Through Networking – Sales Training & Development Program
2021-02-16 08:00 - 09:00

Transactional Analysis – Sales Training & Development Program
2021-02-09 08:00 - 09:00
Seminar Description:
To be an individual on the front-line we need a slight edge to better connect with people; understanding our customers is central to helping them with their problems. Much of our personality is shaped by early childhood influences and teachings – messages that we carry with us throughout our lives. Here you will learn about the foundations of Transactional Analysis, a model for Understanding Human Personality, Relationships and Communication.
All our early life experiences are assembled into a unique set of beliefs about ourselves, others and the world, our ‘Frame of Reference’. This frame is like a distorting lens through which we view life and which gives us a unique personal concept of ‘reality’. Our FoR guides us throughout life unless changed by developing awareness and making decisions to change what we believe.
In this session we will review how this model relates to the those on the front-line. We will explore how the components of people’s personality influence their behavior. You will learn how to identify repetitive, non-productive behavior and how to replace it with more appropriate behavior.
Key Learning Points:

Learn about three (3) “Emotional States” which govern our Thoughts, Feelings and Behaviours during any conversation
Understand the three (3) Rules of Communication
Understand how the Drama (Game) Triangle relates to the mind games people play
