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Are you engaging your employees?

Are you engaging your employees?

Investing in talent development for your employees benefits your bottom line.
You’ve probably heard this paradox:
What if we train them, and they leave?
What if we don’t, and they stay?

Where does your organization stand on these questions?

The 2017 Gallup State of the American Workplace report asserts that “the key to an organization’s growth has been and always will be its workforce.” Employee retention and engagement are more than buzz words; they are critical components of the overall performance of an organization.

According to Gallup, “The desire to learn and grow is a natural human need and one that is required to keep employees motivated and progressing. When employees feel they are learning and growing, they work harder and more efficiently. And the best employees are never quite satisfied with their work. They always strive to find better, more productive ways to work. In this kind of work environment, innovation emerges. When people grow, companies evolve and grow and are more likely to stay in business.”

Renee Gendron, in a blog for the Association of Talent Development, writes that employers can be proactive and intentional about the professional growth of their employees. According to Gendron, “When employers develop their own talent, not only are they saving money because they have lower turnover rates, but they are also developing their own internal leadership skills.” Building leaders from within helps to create stronger teams in an improved culture of development.

Likewise, a recent Robert Half blog entry discusses some reasons why investing in employee growth is a smart idea. They suggest that professional development will:

  • Increase collective knowledge of your team
  • Boost job satisfaction
  • Attract the right kind of job candidates during recruitment
  • Enhance the organization’s appeal to prospective and incumbent employees
  • Identify future leaders from within the organization
  • Increase retention

“Unfortunately,… many organizations spend more on recruiting new talent than developing the top talent they already have; that has to change in order for companies to be successful in a tight talent market.”

— Joyce Maroney
Kronos Incorporated & Director of the Workforce Institute

CCWA partners with hundreds of employers each year to offer a wide range of professional development services to engage your team. Our custom-designed programs may begin with an assessment, followed by the creation of tools to fill performance gaps; then, we can provide training and coaching solutions that allow your employees to reach their full potential. If you’re interested in learning more about CCWA’s client services, please contact:

Joyce Lapsley
Client Solutions Manager
Community College Workforce Alliance
Phone: 804-706-5180
Email: JLapsley@ccwa.vccs.edu

Chart Your Course: Summer Schedule

Chart Your Course: Summer Schedule

Steer in a new direction this summer – build new skills for your professional portfolio.  CCWA’s summer catalog is full of short-term classes or certification programs, offered at our three convenient locations and online.  Get anchored with development programs that support your growth or employee productivity at your organization.

Take a look at our new catalog or visit us at ccwatraining.org for more information.

Download a PDF of the catalog: CCWA Summer 2017 Schedule.

Training for Administrative Professionals

Training for Administrative Professionals

CCWA is committed to the development of administrative professionals. Having coordinated workshops and events for more than 30 years, CCWA remains at the forefront of providing effective training programs for those who serve in these integral roles throughout the Greater Richmond region.

Contact us for more information at help@ccwa.vccs.edu or by phone at 804-523-2292.

Do your frontline employees consistently give your customers more than they are expecting?

Do your frontline employees consistently give your customers more than they are expecting?

Frontline employees deal with challenging issues and interact directly with customers daily—whether on the phone, face-to-face, email, or social media.  The ability to provide excellent customer service is a result of learning and applying a combination of skills, such as communication, problem solving, listening, phone etiquette, choosing the correct words, asking questions, building confidence with difficult customers, to name a few.

In their book, Raving Fans, Ken Blanchard and Sheldon Bowls, write that “raving fans” will share with friends and coworkers about your service, instead of being merely satisfied and telling no one or broadcasting poor service over social media.

Did you know that it costs more to attract new customers than it does to maintain a relationship with current customers? A two percent increase in customer retention has the same effect as decreasing costs by 10 percent. (Leading on the Edge of Chaos, Emmet & Mark Murphy)

96% of unhappy customers do not complain; however, 91% of those same customers will leave and will not come back, not because of the quality of the product, but because they did not like the way they were treated.

Skills, Knowledge, and Attitude

Nothing substitutes for knowledge of your organization and its products and services, except maybe for displaying a winning attitude and honing your customer service skills. These three qualities—Knowledge, Skills, and Attitude–work together to keep your customers coming back. They also build teamwork among your company’s internal customers. When employees work together well, external customers notice, which, in turn, contributes to customer loyalty and the bottom line.

Training Makes a Difference

Investing in employee customer service training is key to providing your customers with a stellar experience. Putting an extra effort into customer service may give companies a competitive advantage. With products and services becoming more and more similar, customer service is one of the few ways in which an organization can differentiate itself and stand out.

The Community College Workforce Alliance’s (CCWA’s) training can help you and your employees create best practices that will improve both customer and employee satisfaction. CCWA’s Customer Service Academy provides an updated Building Blocks for Excellent Customer Service program that will help your team learn new and better ways to deliver excellence to your customers.

Upgrade to a Certification

CCWA has partnered with the National Retail Federation (NRF) and created the added option of obtaining a Customer Service & Sales certification once the training is completed. This certification confirms that your customer service professionals are knowledgeable with winning attitudes and enhanced skills. This credential will help the employees advance in their careers and contribute to the quality of the customer experience.

A recognized certification will help your employees stand out and will put your organization ahead of competitors.

Remember that customer service is everybody’s business! Set a goal today to make certain that your staff is making every client connection a positive one.

CCWA is here to help you raise the bar and become more customer service-centered. Our bench of highly motivated instructors is ready to help your team provide excellent customer service that will keep your customers coming back!

Joyce Lapsley
Client Solutions Manager
Corporate Training & Consulting
804-706-5180
jlapsley@ccwa.vccs.edu

CCWA Fall 2016 Schedule

CCWA Fall 2016 Schedule

Fall into focus with hundreds of courses that build your professional portfolio and enhance productivity. Our new catalog offers classroom and online training that allows you to explore a spectrum of informative courses and certifications – from teambuilding and cybersecurity to manufacturing and customer service. Opportunities are in full view this season … capture your strengths and develop new skills at CCWA.

Take a look at our new catalog or visit us at ccwatraining.org for more information on our upcoming courses.

Download a PDF of the catalog: CCWA Fall 2016 Schedule.

Film Industry Training – September 2016

Film Industry Training – September 2016

This one-day forum with panel discussion is designed to provide practical information to photographers and videographers interested in adding UAV/Drone Filming to their tool kit.

In partnership with the Virginia Film Office and the Virginia Production Alliance, CCWA provides a series of training opportunities to meet the demands of increasing film projects in the Greater Richmond region.

Our next film industry training:

Drone Cinematography 101: Elevating Your Film Production

The course will be headed by Jimmy Olivero, consultant and drone operator with SkyCamUSA.  Scheduled panelists include:

  • Pablo Barrera: DP and Head of Ground Operations, Xizmo Media
  • Edward Kostakis: Head of Aerial Operations, Xizmo Media
  • David Hinton: Executive Director of Virginia Governor’s Unmanned Systems Commission
  • Kevin Pomfret: Lawyer, Williams Mullen
  • David Preznuk: CEO, Aerial Strategies
  • Scott Strimple: Captain & United Airlines filmmaker, Cinemaerial
  • Jason Ward, CEO, Candy Factory Films

Date – September 17, 2016 (9am – 4pm)

Where – CCWA Workforce Development & Conference Center (on the campus of Reynolds Community College)
1651 E. Parham Road, Richmond

Costs – $149 per person (Students, Veterans & Virginia Production Alliance Members:  $99)

This one-day forum with panel discussion is designed to provide practical information to photographers and videographers interested in adding UAV/Drone Filming to their tool kit. This program is offered in partnership with the Virginia Film Office and the Virginia Production Alliance.

Drones have emerged as a powerful tool for producers in film, television, and new media. Real estate agents, communications specialists, EMS workers, agriculturists, and hobbyists will also benefit from this specialized training. Delivering the capability to get never-before-seen shots and a freedom to go places that traditional aircraft can’t reach, drones offer an exciting opportunity for producers, directors, and amateurs to create visual magic like never before.

As drone use has exploded in recent years, regulations, restrictions, and fees have popped up, creating a confusing landscape for producers. This course will cover what all producers need to know when filming with drones: How to choose the right aircraft and camera, location concerns, safety regulations, FAA paperwork, finding the most experienced crew, and more.

This panel of industry leaders will provide a chance to learn from the brightest minds working on the front lines of drone cinematography. Participants will have the chance to see and touch a full range of drones including small, medium and full-sized “heavy lifter” aircraft. The forum will also feature a live drone demo flight broadcast – you won’t want to miss this!

DJI, the market leader in easy-to-fly drones and aerial photography systems, has generously provided a brand new Phantom 3 Standard Drone ($500 value) to be given away by random drawing to one of the participants on the day of the event.

For the past two years, CCWA has coordinated practical training for entry level production assistant positions – a valuable training will allows participants to work confidently on the sets of commercials, television shows, net media projects, fashion shows, theatrical stage or movie sets. Participants learned on-set etiquette and protocol from seasoned filmmakers.

Read more about the production assistant training in a press release from Virginia Governor Terry McAullife.

Register Today or contact us for more information (804-523-2292 or help@ccwa.vccs.edu).

Agenda Topics

  • What is a drone?
  • History of UAV/Drone Filming
  • US Drone Laws today and where they may be heading
  • What to expect on set with drones
  • Examples of drones being used on production
  • Live drone demonstration, rain or shine
  • Learn aerial videography and photography basics
  • What does the future hold for drones?

Register today for Drone Cinematography

Click Here to Register For Drone Cinematography