On-Site Training for Your Team
Training on your terms. You pick the location, we bring the knowledge.
Employees are an organization’s most valuable asset. An investment in staff training and education brings a high rate of return in job performance and satisfaction. IPMI offers on-site, customized, agency-specific training delivered where your team is most comfortable and ready to learn.
Our professional trainers will bring the training to you, and will bring your team to the next level of performance.
Get Started Building the Personalized Training Program for Your Team
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Review all the course options below and consider your team and their needs. Each session is designed to deliver essential content, and include group interaction, targeted strategies and practical takeaways. Sessions can be tailored to leadership teams or an all-staff audience.
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Courses are either 90 minutes or 3 hours in length and may be combined to build a single- or multi-day training. Choose from the following:
- Customer Service Excellence (3 hours)
- Addressing Customer Anger & Hostility: When Enough is Enough (3 hours)
- Managing Workplace Conflict and the Impacts of Contempt (3 hours)
- Breaking Bad: Identifying and Breaking Habits That Hold Us Back Professionally (90 Minutes)
- Dysfunction Junction: What’s Our Malfunction? (90 Minutes)
- Ethical Leadership: Doing What’s Right, Not What’s Easy (90 Minutes)
- Introversion & Extroversion: What’s Your Personality Superpower? (90 Minutes)
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Complete the form and select the courses you would like to include in your training, or to discuss as options for your training.
- There is no cost to submit your courses. Add as many courses to the form as you like, and add to your cart and check out.
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IPMI's Professional Development Team will respond and connect with you to discuss your selections, build your package, and schedule your in-person training!
Click here to build your custom training.
Course Descriptions, Duration, Certification Points, & Learning Objectives
Customer Service Excellence
3 hours, 3 Certification Points
This course provides attendees with basic concepts related to the delivery of customer service. Topics include the three dimensions of customer service, customer acknowledgment, effective communication methods, models, and techniques that can be used when interacting with difficult customers.
Learning Objectives:
- Examine techniques in handling difficult and angry customers in a positive manner including the importance of nonverbal behaviors.
- Identify the three dimensions of customer service.
- Illustrate how the Model of Communication can contribute to a positive customer interaction.
- Recognize the benefits of active listening including how to restate, summarize and clarify the customer’s words to facilitate problem solving.
Addressing Customer Anger & Hostility: When Enough is Enough
3 hours, 3 Certification Points
Customers can become aggressive and verbally abusive if they perceive an injustice. How should we react when a customer responds with personal attacks and aggression? How can you set personal boundaries with a customer? This session will address strategies to help you effectively manage these unacceptable customer interactions while maintaining professional dignity.
Learning Objectives:
- Use empathy and personalization
- Identify when to discontinue the conversation
- Review suggested phrases intended to end a hostile interaction with professionalism and dignity
- Document the customer interaction and event
Managing Workplace Conflict and the Impacts of Contempt
3 hours, 3 Certification Points
This course provides attendees with concepts related to workplace conflict, both external and internal to our organization. Topics include the four sources of workplace conflict, personal motivations that contribute to conflict, the negative influence and impact of contempt, and completing an individual assessment prior to attending the session. This assessment takes approximately 20 minutes to complete and assesses your personal communication style as it relates to conflict.
Learning Objectives:
- Evaluate personal conflict styles.
- Recognize tools for effective communications with co-workers, customers, and others we interact with frequently.
- Review the definition, indicators, and consequences of contempt
- Identify ways to avoid contempt traps and patterns within the workplace
Introversion & Extroversion: What’s Your Personality Superpower?
90 Minutes, 1 Certification Point
In some settings, extroverts may be considered more charismatic and interesting, or even smarter than their less talkative counterparts. How did we determine this assumption? Introverts offer a unique perspective when planning or problem solving, yet because they’re not always as outspoken as their extroverted colleagues, their quieter contributions may be overlooked.
Along with reviewing traits and strengths attributed to introverts and extroverts, this session will also include information and group discussion about the importance of establishing a healthy mix of styles to effectively accomplish organizational goals.
Learning Objectives:
- Examine common attributes and strengths related to introversion and extroversion
- Identify individual communication preferences
- Review tips intended to help us leverage our strengths and recognize our challenges
Breaking Bad: Identifying and Breaking Habits That Hold Us Back Professionally
90 Minutes, 1 Certification Point
Change can be difficult, but it’s essential when we desire a different outcome. Even when we acknowledge that change is necessary, we may still avoid it if we perceive the effort required to be too daunting, time-consuming, or complicated.
In this session, we will discuss habits that may hinder our professional growth and how to consciously implement strategies to replace bad habits with more productive behaviors, recognizing triggers, setting clear goals, finding accountability partners, and methods to monitor our progress and improve self-awareness.
Learning Objectives:
- Identify common habits that hinder our professional growth
- Discuss strategies intended to break negative patterns and encourage productive behaviors
- Review the benefits of self-awareness and goal setting
Dysfunction Junction: What’s Our Malfunction?
90 Minutes, 1 Certification Point
Some of the common indicators of team dysfunction include employees unmotivated or unwilling to collaborate, the inability to complete projects in a timely manner, overall job dissatisfaction, and high employee turnover.
Team health is difficult to measure or quantify, and it can determine the success of our collective efforts. In this session, we will discuss some of the symptoms of a broken team as well as the steps we can take to encourage open communication, healthy conflict resolution, and modeling the behaviors we want our team members to emulate.
Learning Objectives:
- Review the characteristics of a broken team
- Examine the warning signs of impending team failure (and ways to address it)
- Review the qualities of a functional team
- Discuss the importance of honesty, recognition, and feedback
Ethical Leadership: Doing What’s Right, Not What’s Easy
90 Minutes, 1 Certification Point
When leadership is done right, a leader can be both a mentor and a role model - someone who communicates the importance of ethical standards and holds their team accountable to those standards. Done poorly, leadership can negatively affect the productivity and well-being of individual team members and be detrimental to the reputation and success of the entire organization. This session will define the concepts and characteristics behind ethical leadership (at any level), why it matters, and offer practical ideas to help ensure your success.
Learning Objectives:
- Examine the potential impacts and consequences of unethical leadership
- Review the characteristics of ethical leadership
- Discuss common ethical leadership missteps and how we can avoid them