Customer Service Essentials
This course will give you the hands-on basic skills that you need in order to deliver exceptional service and grow in your career.

In this class you will...

• Assess the needs and expectations of your primary customer groups
• Discuss customer service as as it relates to businesses success
• Discuss and practice stress management– a key to service success
• Use and practice powerful, positive speaking skills
• Use and practice open, positive nonverbal communication
• Learn and practice techniques for managing tough customer situations and conflicts
  And More!

Endorsed by the Santa Cruz County Workforce Investment Board.

Who should attend:
This class is designed for job seekers and entry-level employees and their supervisors, or employees who are new to their service-related positions. Please attend if you are in a position with direct customer contact.

This class has been rescheduled.
The new date & time is below:

Class #02SSCS1-05
Dates: Wed., March 11, 2009
Time: 9:00 am – 4:30 pm
Location: Career Center
2045 40th Ave.
Capitola
Cost: $89

The Instructor:
Rae Ann Ianniello M.A., Communication, has been teaching and training for over 20 years. With experience as a Human Resource Manager, Program Manager, and University Administrator, she understands the challenges of today's global workplace. Rae Ann's areas of expertise include Business Writing, Performance Management, Leadership Development, Communication Skills, and Marketing Communications. She has provided training and consulting services for numerous Bay Area companies including Alameda County Water District, City of Fremont, Clorox, Lam Research, and NUMMI. She currently teaches business, speech, and marketing courses at California State University, East Bay and Chabot College.

Call 831.479.6331 for registration questions.

Communication Skills for Cultural Competence
This short course is designed specifically for staff of non-profit and governmental agencies in Santa Cruz County. It is an introduction to the cognitive processes and communication behaviors that are necessary to increase the competence of the agencies to serve diverse customers. The course will focus on the core communication skills that are necessary for building cultural competence. Specifically, participants will:

• Understand the link between communication choices and cultural competence
• Become aware of some of their own cultural biases
• Look at their interactions with others through the lens of "Cultural Rules"
• Practice empathic listening to bridge cultural gaps
• Make an action plan for putting their skills to work back at their agencies.

This class is for new practitioners and staff and supervisors at Human Care Alliance agencies.

Class #02SSCC1-03
Thurs., May 29
1:00 - 5:00 pm
Room 5001 (Horticulture Upper Cabrillo Campus)
Discounted Fee for Human Service Alliance Members $25 / $50 non-members

Please *download* the Pre-class Survey Form and fax to (831)662-8264

The Instructor:
Rae Ann Ianniello - See bio above