CSS Training: The CSS Employees Graduating from your Program

CSS Training
Institution
Date
Training objectives
As new recruits, the need to have the knowledge skills and attitude required to fit into the new CCS positions require fundamental training to adhere to the said standards (Liebermann & Hoffmann, 2008). The training objectives for the new recruits thus would include equipping them with conflict resolution skills, communication skills, and problem-solving skills, supervisory and customer service skills this will ensure the recruits can make them familiar with the operational requirements of their new duties. The training will equip them with the skills, and requirements of the job (Blanchard & Thacker, 2013).
KSAs requires CSS staffs to exhibit the ability to communicate succinctly, accurately, and pleasantly with customers. This requires proper training on communication skills, courtesy training tact, and desire and to practice customer centrism. Communication skills will enable them to break down complex issues into manageable pieces of information for clients.
KSA require conflict resolution skills which the CSS need to handle customer complaints, and mediate resolution within the set policies (Noe 2010). The training thus will equip them with such skills. In problem-solving skills, they are needed to be able to identify problem causing process and procedures that would impede the harmonious relationship in the workplace. They will also require supervisory skills to be able to supervise fellow staffs.
Models and desired goals
The modules for the training would be module one communication skills, negotiation skills module two, conflict resolution skills module three and problem-solving skills module four. Each module takes three-day timeline to complete, and all are subdivided into finer details. For communication skills, the course intends to enable the students to be in a position to profile customers regarding personalities, learn and be able to recognize the customers by different characters. Be able to adjust their communication approach based on the need. Should possess both verbal and nonverbal communication skills. And be able to listen actively and more efficiently.
Module two will also take three days and will equip the recruit with the ability to understand the basic rule of negotiations, gain the necessary skills to negotiate successfully and master basic bargaining techniques (Educational Resources Information Center, 1995). They should also be able to set terms of an agreement and reach consensus. The trainee would learn to be able to deal comfortably with personal attacks and other various stressful situations. They would also be able to negotiate on behalf of the others
Module three would also take three days with subdivisions. It will equip the CSS staff with a thorough knowledge of the courses, sources, and types of conflict. It will also enable them to master all the phases of conflict resolution processes. They will be able to apply conflict resolution methods to all types...