EDUCATIONAL PROGRAMS

The Doug Williams Group's educational programs help managers and staff improve the way they communicate, manage, and conduct business on a day-to-day basis. These programs are interactive, application-oriented, and available in half or full day formats. Most incorporate unique learning instruments, which help participants assess and plan the specific actions they need to take to improve performance. Many of our educational programs also include personalized coaching to reinforce application.

COACHING SKILLS SERIES
Helps managers bring out the best in others through structured coaching methods. This educational series incorporates on the job assignments and development of a personal improvement plan.

CUSTOMER SERVICE SKILLS
Helps staff apply service behaviors and service recovery techniques that improve customer satisfaction and generate customer loyalty. This workshop incorporates video, role-plays, self-assessment, and development of a personal improvement plan. Follow-up observation and coaching is available.

DIVERSITY
Helps managers and staff understand how to appreciate the strengths of cultural diversity. This workshop incorporates a unique cultural diversity learning instrument and development of a personal improvement plan.

EFFECTIVE COMMUNICATION
Helps managers and staff improve their listening and communication skills. This workshop includes a unique, effective instrument that helps individuals improve their ability to listen effectively, and develop a personal improvement plan.

INTERVIEWING SKILLS
Helps managers improve their behavioral interviewing skills to make legal and effective hiring decisions. This workshop incorporates video and role-plays. Follow-up observation and coaching is available.

LEADERSHIP DEVELOPMENT SERIES
Helps managers improve their leadership skills. This educational series incorporates a unique personal behavioral style assessment, on the job assignments and development of a personal improvement plan. Follow-up coaching is available.

PERFORMANCE IMPROVEMENT SKILLS
Helps managers and staff improve their ability to apply continuous quality improvement tools such as root cause analysis and statistical process control charts. This workshop incorporates practical examples and application sessions.

PERFORMANCE MANAGEMENT SKILLS
Helps managers improve their ability to conduct effective performance appraisals. This workshop incorporates video and role-plays.

STATISTICAL PROCESS CONTROL SOFTWARE
Helps managers and staff improve their ability to select, construct, and interpret control charts using specialized computer software. This workshop incorporates practical examples and application sessions.

STRESS MANAGEMENT
Helps managers and staff identify stressors and improve coping mechanisms. This workshop incorporates a unique stress management learning instrument and development of a personal improvement plan.

TEAM INNOVATION
Helps managers and staff improve their ability to work in teams and improve meeting efficiency. This workshop incorporates a unique team innovation learning instrument.

TELEPHONE CUSTOMER SERVICE SKILLS
Helps staff apply effective, courteous telephone techniques to ensure customers call back. Follow-up observation and coaching is available.

TIME MASTERY
Helps managers and staff improve their ability to manage time. This workshop incorporates a unique time management learning instrument and development of a personal improvement plan.

TRANSITIONS
Helps managers and staff successfully navigate change. This workshop incorporates a structured learning process and development of a personal transition plan.

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