The Kern Center, Terra Community College, Fremont, Ohio

Customer Service and Relations
Ottawa County Community Resource Center

The participants will identify challenges with customer service. Specific, practical methods for dealing with these challenges will be discussed. What makes a difference in the way we treat our internal and external customers? We will be discussing: The four basic needs of your customers and how to meet them; What to do with Customer Complaints – the constant complainer and the reasonable one; How to say “no” when you have to, without making the situation worse; and Handling conflictive situations. Attendees will practice with realistic situations throughout the training session. Lunch is included.

1 Session 8:30 – 12:30 AM April 29, 2010 $59

Frontline Supervisor Training
Avoiding Sexual Harassment & Hostile Work Environments

This training will cover the following topics:
1. Equal Employment Opportunities Commission definitions and explanation
2. What are the costs of sexual and other harassment to the organization?
3. Determine if your behavior is unwanted with a few questions.
4. Is false reporting very likely?
5. Types of illegal harassment
6. When you go to court, here is how the jury and judge may look at the evidence.
7. Step to discourage harassment

1 Session 8:30 – 11:30 AM May 13, 2010 $59

Spanish for Healthcare Providers

For health care providers who must communicate quickly and effectively with patients who speak primarily Spanish, this is an excellent first course in the language. Designed for students with little or no background in Spanish, it focuses on the Spanish vocabulary, grammar, and colloquial terms and slang that doctors, nurses, and medical technicians most need. It also includes informative cultural notes on Hispanic customs.

6 Sessions 6:30 – 9:00 PM Tuesdays beginning April 27, 2010 $99