Professional Development

Program Overview

The HFactor is the human element. Though the human resource is the essence of any company, many may be seen as the peg attached to the wheel rather than as a person first, then work second. This puts employee wellness and a healthy corporate culture at risk. Bridging the gap between what employers expect and what employees want is the key to creating an environment everyone can be proud to work in.

Many studies show that customer service is one of the most demanding and stressful jobs to have. High demands of busy call centers can lead to increased frustration for staff resulting in poor service, as well as employee burnout from stress. There is also evidence to suggest that employees who are equipped with the tools and techniques to manage stress can do their jobs well and be well in the process. 

In addition,  when effective internal and external customer service, support and relationship management are seen as core company values, the environment for cohesive, high performing teams is created.  


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Transforming outdated, ineffective company norms to more modern ways to incorporate overall wellness is not just necessary now, but its the wave of the future!

The HFactor series will cover:​

Stress Management and Communication

Simple stress relief techniques that can be applied immediately​
Effective Communication

Effective communication skills to enhance internal and external service delivery​​
Good Sense Approach to Self and Service

Concrete use of the 5 senses to create triggers for positive self motivation and customer interaction​​
Value vs. Merit:
Conversations to Bridge the Gap

Bridging the gap between what employers expect and what employees want​​
Power of Positive Speaking

Understanding the power of positive speaking and its influence on outcomes

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The HFactor Corporate Training Program is designed to address 4 key competencies:

Wellness:​​ Customer Service is the front line of many companies in our economy. It is also a profession that produces increased stress levels. Providing simple, ready-to-use stress management techniques such as breathing, stretching and visualization can support the well-being of the service providers and enhance peer and customer collaboration.
  
Professionalism: We can demonstrate a personal brand where others view us as professional, smart, competent and courteous or, as rude, short-tempered and unable to problem-solve. Verbal communication provides the framework for dialogue and determines the success, or failure,  of human interaction.  With the right tools and techniques, and a little effort, one can always stay in control of their professional image.
  

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 Communication: Without effective communication there is a potential breakdown in the exchange of information, and without the exchange of information, a fundamental element of human interaction is lost.
Good communication is the essence of learning and problem solving, and is the glue that holds these processes together.
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 Performance: There is a correlation between overall employee well-being, effective communication, professionalism and performance. When the workforce is equipped with the right tools and techniques that help support them in all these areas, the result is solid, quality performance that employees can be proud of, customers can rely on and companies can celebrate as part of their brand excellence.
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