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Business Training Works,® Inc.

etiquette sales customer service training

Welcome to Business Training Works, the onsite training provider. 

Whether you need customer service, train-the-trainer training, a multisession program for emerging leaders, or something else related to soft skills, we can help. 

For more than a decade we’ve worked with Fortune 500, government, education, religious, and medium and small business clients to achieve their employee development goals.

The core of our work is instructor-led training delivered at our clients’ locations.  For many topics, we also offer interactive webinar training available anywhere with a high-speed internet connection.

If you’re seeking a blended learning approach or self-paced instruction, we’ve created a handful of online courses and partnered with a respected publisher to provide a library of online titles.

ONSITE TRAINING

Our tailored workshops cover traditional topics such as business etiquette, communication skills, cross-cultural communication, customer service, diversity, human resources, management, supervision, leadership, negotiation, presentation skills, time management, sales, training-the-trainer, and writing.

We also offer more narrowly focused courses in areas such as chat etiquette, military writing, GPO Style Manual usage, and customer service for healthcare.

We are not a commodity course provider, and we recognize that no two clients are alike.  We will address your learning and development goals on a schedule that works for you.

We can provide you with full-year training programs, individual sessions, conference breakouts, lunch programs, or keynote sessions.

The workshop overviews found on this site suggest course length, learning objectives, and program flow.  For most of our clients, these descriptions are a starting point.  However, upon request, we can teach the programs exactly as described.

If you don’t see what you are looking for, please call us.  We frequently develop new offerings at the request of our clients.

INTERACTIVE WEBINARS

Some webinars are good, and some are not.  If the idea of distance learning causes you to yawn, it's unlikely you've participated in one of our webinar programs.  Our distance-learning instructors know how to maximize their allotted time, engage participants, and meet training objectives.

ONLINE TRAINING

If you require training for an individual or need to train people working in different locations, our online training programs could be the answer. Some of these programs are proprietary classes, while others are available through our corporate training partners. The course overviews for these online programs are listed alongside our onsite training descriptions and labeled as online offerings.

COURSE CATALOG AT A GLANCE

The following chart lists existing courses and available formats. 

Format Key

B – Conference Breakout Session or Lunch Program
H – Half-Day Training Course
F – Full-Day Training Course
M – Multi-Day Training Course
W – Webinar
O – Online Course 
 

BUSINESS ETIQUETTE COURSES

Real-World Etiquette: Modern Manners for Today's Business and Beyond

 

H

F

     

The Professional Advantage: How Get Along and Get Ahead with Better Manners at Work

B

H

   

W

 

Cubicle Conundrums and Other Questions of Decorum: Communication Skills and Office Etiquette for Moving Up at Work

B

H

   

W

 

The Next Step: Surviving and Thriving in the Corporate World

B

H

       

Work Experience: How to Act So People Think You Have It

   

F

M

   

Email Etiquette and Business Writing: Good Behavior Online

B

H

F

 

W

O

On Target: Professionalism and Etiquette for Technical People

 

H

F

     

Hosting Corporate Guests: Representational Entertaining Made Simple

B

H

   

W

 

Best Foot Forward: Protocol and Social Etiquette for Organizational Representation

 

H

F

     

Service Savvy: Exceptional Etiquette for Retail Employees

 

H

F

     

From Top to Toe: Building a Professional Image

B

H

   

W

 

How to Network Like a Pro: Growing and Managing Your Offline and Online Business Relationships

B

H

   

W

 

COMMUNICATION SKILLS COURSES

Communicating with Tact, Diplomacy, Poise, and Finesse: What to Say and How to Say It

   

F

     

The People Principle: Effective Communication for Anyone Working with Others

 

H

       

Power Networking: Communication Skills for Technical Professionals

   

F

M

   

Communicating with Influence: Message Management Skills for Managers and Supervisors

   

F

M

   

The Face of the Office: Communication Skills for Administrative Assistants

   

F

     

Managing Up: Tactics for Working Well for Others

 

H

F

 

W

 

How to Work Better with Almost Anyone: Handling Chronic Complainers, Time Stealers, Loudmouths, Emotional Vampires, and Other Difficult People

   

F

     

Emphasizing Empathy: Communicating with Passion, Compassion, and Concern

B

H

       

I Can Hear You Now: Better Listening in Half a Day

 

H

       

Listening Loud and Clear: How to Use Your Mind, Heart, and Ears for Better Business Results

B

H

       

The Confidence Advantage: Self Esteem and Assertiveness Skills in the Workplace

 

H

F

     

Optimism: The Antidote to Negativity

 

H

       

Escaping Anger: Avoiding Traps and Freeing Yourself from Frustration

 

H

       

Total Teambuilding: Tactics for Working Better Together

 

H

F

     

Over Here, Over There: Effective Communication Skills for Virtual Teams

 

H

   

W

 

CREATIVITY AND CRITICAL THINKING COURSES

Juiced: How to Get Creative and Stay That Way

B

H

F

 

W

 

Ah Ha! Learning to Think Critically and Creatively: Techniques for Sparking Ideas, Solving Problems, and Rethinking the Status Quo

 

H

F

     

This, That, What Is It?: Defining Problems and Making Decisions

   

F

     

Collaborative Thinking: Driving Teams toward Better Results

   

F

M

   

Innovative Thinking: Team Creativity and Problem Solving

   

F

M

   

The Better Business Workshop: Strategic Planning and Scenario Planning

   

F

M

   

Personal Creativity (Partner Course)

         

O

Introduction to Critical Thinking (Partner Course)

         

O

Innovation in Teams and Organizations

         

O

Creativity in Teams and Organizations

         

O

CROSS-CULTURAL COURSES

Cultural Intelligence: Working Smarter in a Multicultural Organization

B

H

   

W

 

Communicating Across Cultures: Working Together in a Global Marketplace

   

F

     

World Wise: Cross-Cultural Communication and Global Business Etiquette

   

F

     

Going Global: Getting Down to Business Outside the United States (Country-Specific Briefings)

   

F

     

Coming to America: (Inpatriation) A Super-Sized Survival Session for Living in the United States

   

F

     

The Red, White, and Blue View: Understanding and Doing Business with Americans

     

M

   

CUSTOMER SERVICE COURSES

Customer Service Excellence: How to Deliver Exceptional Value to Today's Busy Customer

   

F

   

O

Step Up Your Service Game: Three Hours to Better Customer Service

 

H

       

The Customer Connection: Twenty Essential Communication Skills for Giving Better Service

 

H

F

     

Greet Your Customers: Welcoming and Retaining Clients, Patients, Members, and Guests

Service Essentials: Basic Skills for Serving Others

B

H

F

 

W

 

Great Service for Everyone: Tactics for Dealing with Difficult or Demanding Customers

B

H

   

W

 

How May I Help You?: Outstanding Telephone Courtesy and Customer Service

B

H

F

 

W

 

Welcome!?: Projecting  Professional Image at the Front Desk

 

H

F

 

W

 

Delivering Exceptional Client Services: How to Build Lasting Partnerships

   

F

     

Patients Plus: Delivering Customer Service for Better Patient Satisfaction

   

F

M

   

Clean Is Not Enough: Customer Service, Communication Skills, and Teambuilding for Housekeeping Professionals

   

F

     

In the Bag: Delivering Exceptional Retail Customer Service

   

F

M

   

At Your Service: Delivering a Five-Star Customer Experience

   

F

M

   

Citizen Service: Customer Service and Communication Skills for Government Employees

 

H

F

     

SOS: Help for the Help Desk

 

H

F

     

Let's Chat: Customer Service Skills for Online Service and Sales Representatives

 

H

   

W

 

The A+ Agent: Confidence and Professionalism for Call Center Employees

 

H

   

W

 

More than a Database: Customer Relationship Management 101

   

F

     

Coaching Customer Service: Ten Essentials for Coaching, Motivating, and Getting the Best out of Front-Line Employees

B

 

F

     

Creating a Service Culture: Strategies and Tactics for Creating an Environment of Excellence

   

F

M

   

DIVERSITY COURSES

I Understand You: Capitalizing on Workplace Diversity

 

H

F

     

All Together Now: Embracing and Managing Workplace Diversity

   

F

     

Bridging the Gap: Understanding Generations at Work

B

H

   

W

 

The Right Mix: Effectively Managing Generations at Work

   

F

     

Surviving in The Communication Jungle ®: Concrete Tactics for Improving Relationships with Others

B

H

   

W

 

HUMAN RESOURCES COURSES

Hire Well: Successful Interviewing Strategies to Find the Best Employee Every Time

 

H

F

     

First Things First: Creating Effective Orientation Programs

   

F

M

   

Ouch!: Recognizing and Preventing Sexual Harassment

 

H

F

     

Don't Look Now, But...: How to Manage Organizational Change

   

F

     

Employee Selection (Partner Course)

         

O

LEADERSHIP, MANAGEMENT AND SUPERVISION COURSES

Step Up to Supervisor: Making the Transition from Buddy to Boss

 

H

F

     

Supervising Basics: Managing People Made Easy

 

H

F

     

Supervision Skills for Managers: How to Run an A+ Workgroup

   

F

M

   

The Total Leader: Essential Skills for Successful Management

     

M

   

The Leader as Coach: Coaching for Real Results

B

H

F

 

W

 

Getting Employee Cooperation: Win-Win Feedback Skills to Improve Workplace Performance

 

H

F

     

Give Me an M!: The Foundations of Employee Motivation

B

H

   

W

 

How to Coach (Partner Course)

         

O

Handling Difficult Employee Behavior (Partner Course)

         

O

Introduction to Leadership (Partner Course)

         

O

Managing People (Partner Course)

         

O

Leading Teams (Partner Course)

         

O

CONFLICT RESOLUTION AND NEGOTIATION COURSES

Negotiation Power Skills: How to Get What You Want Without Being a Jerk

 

H

F

     

We Can Work It Out: Negotiating with Influence and Persuasion

   

F

     

Winning Ways: Conflict Survival Skills for Getting Along in the Workplace

 

H

   

W

 

From Conflict to Resolution: How to Define and Discuss Tough Topics

   

F

     

Effective Negotiations (Partner Course)

         

O

PRESENTATION SKILLS COURSES

You Don't Have to Imagine Them Naked: How to Create and Deliver High-Impact Presentations

   

F

M

   

From Statistics to Persuasion: How to Prepare and Deliver Effective Technical Presentations

   

F

M

   

Podium Panache: Presentation Skills 101

 

H

F

     

Smiling While Dancing on Hot Coals: How to Speak with Ease Under Pressure

 

H

F

     

Swallowing Butterflies and Living to Tell About It: Improvisational Comedy Techniques for Better Public Speaking

   

F

     

Perfect Pitch: Crafting and Delivering Effective Sales Presentations

   

F

M

   

Power Points: Military Briefings Made Easy

   

F

     

Screen Gems: Creating Slide Presentations with Impact

   

F

M

   

Meet the Press: Mastering Media Relations

   

F

     

Facilitation 101: How to Get the Most Out of Business Discussions

   

F

M

   

Effective Presentations (Partner Course)

         

O

PRODUCTIVITY AND TIME MANAGEMENT COURSES

Taming the Time Monster: How to Stop Procrastinating, Start Planning, and Get More Done

B

H

F

 

W

 

Getting Things Done with Only Two Hands: Time Management Systems and Solutions for Busy People

 

H

F

     

Productivity Power: Getting the Right Stuff out of Each Day

B

H

   

W

 

Off My Plate: Effective Delegation Techniques

B

H

   

W

 

Digging Out: How to Get Organized and Get Control When You Are Overworked, Overcommitted, and Overwhelmed

 

H

   

W

 

A Clean Desk Is Possible: Organizing for the Overwhelmed

B

H

   

W

 

The Polished Administrative Assistant: Keeping Those Around You Organized, On Time, and On Track

 

H

F

   

O

The Attitude Day Spa: Managing Stress, Building Self-Esteem, and Staying Positive at Work

 

H

   

W

 

Making Meetings Work: How to Plan, Conduct, and Manage Group Discussions

 

H

F

     

Minute by Minute: Distilling and Documenting Meeting Conversations

 

H

F

     

Time Management (Partner Course)

         

O

Leaders and Work-Life Balance (Partner Course)

         

O

SALES COURSES

Selling Made Simple: Tools to Jump Start Your Sales Success

   

F

M

   

Basic Sales Training: Selling Fundamentals

 

H

F

     

The Six-Figure Shift: Transform Your Sales and Transform Your Life

   

F

M

   

The Ultimate Sales Pro: Three Days to Stronger Selling

     

M

   

Finding Gold: Prospecting for Sales Leads Like a Pro

B

H

   

W

 

Calling All Callers: Tools and Techniques for Better Phone Sales

B

H

       

Great Exhibitionists: Mastering Trade Show Sales and Booth Etiquette

B

H

   

W

 

The Relationship Advantage: Connecting with Customers and Increasing Sales

 

H

F

     

TRAIN-THE-TRAINER COURSES

Train-the-Trainer Training: The Art and Science of Teaching Adults

   

F

M

   

Basic Training Skills: Lessons for New Trainers

   

F

M

   

Ta Da!: Advanced Methods and Techniques for the Experienced Trainer

   

F

M

   

Teaching Essentials: Practical Skills for Trainers

   

F

M

   

Designing for Action: Developing Engaging Training Programs

     

M

   

The Protection Connection: Train-the-Trainer Training for Safety and Health Instructors

   

F

M

   

Engage: Techniques for Cooking Up Interactive, Instructor-Led Training

   

F

M

   

Spice It Up: Using Activities and Exercises to Make Learning Stick

B

H

   

W

 

Connecting with Content: Activity Design to Encourage Engagement

 

B

H

   

W

 

Once Upon a Training Objectives: Using Stories to Make Learning Points Memorable

B

H

F

 

W

 

Facilitation Skills: How to Get the Most out of Business Discussions

 

   

F

M

   

WORKPLACE WRITING COURSES

Bottom-Line Business Writing: How to Bring Clarity and Style to Anything You Write

   

F

M

   

Beyond the Bottom Line: Advanced Writing Skills for Experienced Professionals

   

F

M

   

Writing Made Easy as Pi: Effective Written Communication for Science, Healthcare, and Other Technical Fields

     

M

   

On Your Mark: Professional Proofreading and Editing

 

   

F

M

   

Write On!: Creating Effective Proposal and Reports

 

   

F

M

   

Commanding Attention: Writing for the Military

 

   

F

M

   

In Plain English: Government Writing Made Easy

 

   

F

M

   

"Bend With the Wise Bamboo": Conforming to GPO Style Manual Standards

     

M

   

Begin, Breathe, and Stop. Stop? STOP!!!!!!!: Punctuation Matters

B

H

       

An Adult's Garden of Grammar: Rules for Pest-Free Writing

B

H

       

Email Etiquette and Business Writing: How to Create Messages that Get Read

 

H

       

Effective Business Writing (Partner Course)

         

O


 
FREE RESOURCES

In addition to training overviews, we routinely publish free articles, activities for trainers, and other documents related to soft skills.  These resources can be found on the links to the left on each of our course overview pages.  Sign up for our mailing list, follow us on LinkedIn, or like us on Facebook to stay connected and learn about new offerings.

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