Targeted Help Desk and IT Skills-Building Workshops

Do you find your help desk support staff is constantly pressed for time, not able to get away for a few days of sorely needed training to build their skills?  Or maybe you are realizing that unless you get your help desk staff the training they need, you’ll never reach the next level of performance.  What do you do?  We have the perfect solution – “bite-sized” training targeted to meet the needs of your help desk and IT support staff in specific areas – in just 1/2 day increments. Schedule a course for on-site delivery at your location, or take a regularly scheduled 1/2 class at our training center in Irvine, California.

Focused Half Day Help Desk Skills-Building Workshops

Optimal Connections, LLC employs only industry certified experienced instructors, and is proud to offer the following targeted skills-building training courses:

“Effective Communications”

Any help desk or IT support manager knows that effective communications is absolutely essential to providing quality service and ensuring customer satisfaction.  Problem is, many help desk and IT people can’t seem to communicate very well.  To meet this need, we have designed a 1/2 day course especially targeted to technical support personnel who need to improve their communication skills.  Using a combination of lecture, interactive exercises, role-playing, and illustrative audio and video, this workshop provides the skills and tools for technical personnel to be successful at communicating with team mates, management, and customers.  May be delivered on-site or at our local training facility in Irvine, California.

What You’ll Learn:

• The communication process – what it is, how it works, and barriers to success
• How to really engage customers – to improve focus, involvement
• How to deal effectively with language and culture – to bridge cultural gaps and ensure understanding
• Keys to success with principle communication skills – active listening, effective verbal skills, leveraging non-verbal skills, paraphrasing, the power of demonstrating empathy
• Communicating effectively during case handling – opening the dialog, keeping a customer engaged & on track, how to deliver the ‘bad news’ gracefully, closing to ensure satisfaction
• Effective written communications – do’s and don’ts for routine written communications, building in tonality, email and reporting guidelines

Using your skills to exceed customer expectations – how to leverage your communication skills to boost customer satisfaction and loyalty!
>> Download the Effective Communications flyer

Delivery:

• Instruction provided by Paul M. Dooley, principal consultant and lead instructor
• Includes interactive exercises, role-playing, and case-handling “scenarios”
• Key take-away:  Effective Communications Quick Reference Card
• Course may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

Pricing is on a “per class” basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195.  To view an upcoming class go to the Course Schedule, or email us for a special quote!

“Effective Team Building”

These days its difficult to accomplish much in a help desk without effective teamwork.  Its just common knowledge that (T)ogether (E)veryone (A)chieves (M)ore!  And what IT support organization today isn’t being asked to do MORE with LESS?  Effective teamwork is absolutely essential in order to adapt quickly to challenges, keep costs low, and thrive in competitive, fast changing environment.

But how do you build the supportive help desk environment that encourages teamwork?  What are the keys to building effective teams?  How do you lead a team effectively, and maintain high performance through difficult times?  How do you keep your team motivated?  This 1/2 day course will focus on the keys to building effective teams, maintaining performance, and meeting the challenges in today’s dynamic support environment.

What You’ll Learn:

• How to create a successful teamwork environment – key factors to pay attention to
• Keys to successful teamwork – what makes a team, the stages of team development, and key characteristics of a successful team
• Roles and responsibilities – of team leads, and team members
• Methods for building your team – from hiring practices, to leveraging strengths, to moving through development stages
• The secrets to successful motivation – why most managers fail at motivation, motivators vs. de-motivators, and the individualistic factor
• Running effective team meetings – best-practices in meeting mgt to save time and boost effectiveness
• Effective Coaching Strategies – how to tailor your coaching approach to the situation and individual
• Handling and Resolving Conflict – conflict is a naturally occurring part of any support center – learn how to leverage it for success!
• Maintaining a high performance team – key factors to pay attention to when navigating through challenges times

> Download the Building Effective Teams flyer

Delivery:

• Instruction provided by Paul M. Dooley, principal consultant and lead instructor
• Includes workbook, interactive exercises, role-playing, and team interaction “scenarios”
• Key take-away:  Effective Teamwork Quick Reference Card
• Course may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

Pricing is on a “per class” basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195. To view an upcoming class go to the Course Schedule, or email us for a special quote!

“Effective Conflict Resolution”

Studies show that conflict is a naturally occurring component of most help desks and support centers – especially ones that are dynamic and thriving.  Conflict need not escalate into stressful situations that cause stress, affect productivity, and support center performance.  On the contrary, with the proper skills and perspective, one can learn to transform help desk conflict situations into “win-win” solutions – opportunities for new growth and development, a higher level of understanding, and improved performance.

• During this valuable ½ day workshop your help desk staff will learn:
• How to recognize warning signs of approaching conflict
• The most common causes of conflict between individuals
• About the four stages of “Emotional Intelligence”, and how developing your Emotional Intelligence can better equip you to handle and manage conflict
• About the vital role of communication, and how effective verbal and non-verbal communications play a critical role in minimizing conflict
• Practical steps you can take to optimize relationships with customers and co-workers on a daily basis
• A systematic process to resolve conflicts effectively
• How to deal with difficult people and difficult situations

>> Download the Effective Conflict Resolution flyer

Delivery:

• Instruction provided by Paul M. Dooley, principal consultant and lead instructor
• Includes workbook, interactive exercises, role-playing, and team interaction “scenarios”
• Key take-away:  Conflict Resolution Skills Quick Reference Card
• Course may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

Pricing is on a “per class” basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195. To view an upcoming class go to the Course Schedule, or email us for a quote on your special class!

“Keys to Effective Stress Management”

Stress is a part of every help desk or support center, and one of the keys to living a longer, happier more productive career is having a “stress management strategy” that can help you manage your stress levels on an on-going basis.  Stress can be either good or bad – its “good’ stress when we have a challenging goal, then work hard to achieve it and enjoy fulfillment as a result; its “bad” when we have no “stress management strategy”, and thus no outlets, and we allow stress to build up within us over time.  Results can include sleepless nights, damaged relationships, lost productivity, and general unhappiness.

During this valuable ½ day workshop your help desk or support center staff will learn:

• That stress is a naturally occurring and vital part of life, and that it can be either “good” or “bad”
• What is “good” stress, and why we need it for optimal performance
• What causes “bad” stress”, and how to identify causes of bad stress in your daily life
• Stress management strategies for minimizing actions on your part which might lead to higher stress levels
• 10 Practical steps you can take now to lower your stress levels
• Valuable time management techniques for eliminating time wasters, prioritizing your time, and getting more accomplished
• How to create your own “stress management strategy” that will help you minimize bad stress, leverage good stress, and live a happier, more productive life

>> Download the Keys to Stress Management flyer

Delivery:

• Instruction provided by Paul M. Dooley, principal consultant and lead instructor
• Includes workbook, interactive exercises, role-playing, and team interaction “scenarios”
• Key take-away:  Stress Management Quick Reference Card
• Course may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

Pricing is on a “per class” basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195. To view an upcoming class go to the Course Schedule, or email us for a quote on your special class!

Why Choose Us For Help Desk and IT Skills Development Training?

Experience – Our instructors have years of hands-on IT practitioner experience, in both consulting and practitioner roles.  Our wide range and in-depth experience enables us to deliver a rich and rewarding learning experience that includes many real-world examples, allowing our students to take away practical knowledge and skills they can put right to work.

Qualifications – Our instructors hold graduate and post graduate degrees, and are all active in HDI and TSMF.  In addition, they are minimally ITIL Practitioner Certified or ITIL Service Manager Certified/ITIL V3 Experts.

Quality Results –  We are committed to delivering quality results, which is why we don’t offer a high volume of training courses. When you attend one of our IT skills-building training courses, you can be assured of getting the best in real-world service knowledge and skills.  And you’ll be prepared to put your skills right to work when your return!

Targeted Help Desk and IT Skills-Building Workshops
… from Optimal Connections, LLC

For more information on Skills-Building, HDI, and ITIL Certification Training please call 1 (949) 305-3544, or email us.

Optimal Connections, LLC – Your Source for IT Skills-Building Training