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Listen to What Our
Students Say!
"Excellent
presentation. Well worth the time - interesting, useful and
enjoyable."
Linda
Marsh, Director - Applications, Karl Storz
ITIL Foundations 2008
"Paul is a great instructor!"
Allison Hetrick
ITIL Foundations (V3)
June 2008
"Friendly, knowledgeable, skilled! Well done! A lot
of material covered quite well."
Christian Olson
ITIL Foundations (V3)
June 2008
"Paul did a great job - he has an easy to follow presentation
style."
Holly Magnuson
ITIL Foundations (V3)
June 2008
"The instructor had good handouts and
supplemental materials. Also very good exercises to emphasize
learning."
Lisa Luly, Director
CheckFree ITIL Foundations (V2)
June 2008
"Paul was very good."
Shaun Pratt
ITIL Foundations, June 2008
"I am excited to return to work and put these practices into
place! Heather Whitefield, SCM Class, Anaheim - March 2007
"I plan to recommend this course to all of our Analysts here at
Fremont." William Torres, SCA Class, Fremont Investment &
Loan, March 2007
"This class should be standard for all help desk personnel."
Derek
Geffers, Schreiber Foods. SCA class, Oct 2006
"I would take a class from Paul again!.
I hope to able to send other members of my team into this class in
the near future." Jake
Murray, State of Oregon DHS. HDA Boot Camp, May 2006.
"This course exceeded my expectations!
I wish that I took this course a decade ago."
Gloria Chen, County of Orange,
California. Help Desk Manager, April
2006
"Thank
you very much. Many of the policies/procedures/KM practices
are not implemented in my organization. I'm hoping to present to
management for change and implementation. Paul - you did a
great job!" Adriane Vasquez, City of Yuma. HDA Boot
Camp, August 2005
"Paul is
knowledgeable, with lots of real-world examples."
Michael Runyan, Auto Club. Help Desk Manager class, August
2005
"Great course and instructor.
Very valuable in preparing me for certification."
Steve Parr, HDA Boot Camp, May 2005
"The class was a great investment. Happy to
take the next one."
Martin Garcia, HDA Boot Camp,
April 2005
"Paul is a great instructor!" Dee Bowen, HDA Boot Camp,
April 2005
"I thought all topics were covered well. The time spent on
each was perfect. I would definitely recommend the class to
others." Karen Flores, Help Desk Analyst class, Nov 2004
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Targeted Help Desk and IT
Skills-Building Workshops
Do you find your help
desk support staff is constantly pressed for time, not able to get
away for a few days of sorely needed training to build their skills?
Or maybe you are realizing
that unless you get your help desk staff the training they need,
you'll never reach the next level of performance. What do you
do?
We have the
perfect solution - "bite-sized" training targeted to meet
the needs
of your help desk and IT support staff in specific areas - in just 1/2 day increments.
Schedule a course for on-site
delivery at your location, or take a regularly scheduled 1/2 class
at our training center in Irvine, California.
Focused Half Day Help Desk Skills-Building Workshops
Optimal Connections, LLC employs only
industry certified experienced instructors, and is proud
to offer the following targeted skills-building training courses:
"Effective Communications"
Product Code:
SB-7010
Any help
desk or IT support manager knows that effective communications is
absolutely essential to providing quality service and ensuring
customer satisfaction. Problem is, many help desk and IT people can't
seem to communicate very well. To meet this need, we have
designed a
1/2 day
course especially targeted to technical support personnel who need
to improve their communication skills. Using a combination of
lecture, interactive exercises, role-playing, and illustrative audio
and video, this workshop provides the skills and tools for technical
personnel to be successful at communicating with team mates,
management, and customers. May be delivered on-site or at our
local training facility in Irvine, California.
What You'll Learn:
 | The
communication process
-
what it
is, how it works, and barriers to success |
|
How to really engage customers - to improve focus,
involvement |
| How
to deal effectively with language and culture - to bridge
cultural gaps and ensure understanding |
|
Keys to success with principle communication skills -
active listening, effective verbal skills, leveraging
non-verbal skills, paraphrasing, the power of demonstrating
empathy |
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Communicating effectively during case handling -
opening the dialog, keeping a customer engaged & on
track, how to deliver the 'bad news' gracefully, closing to ensure
satisfaction |
|
Effective written communications - do's and don'ts for
routine written communications, building in tonality, email and
reporting guidelines |
| Using
your skills to exceed customer expectations
- how to leverage your communication skills to boost customer
satisfaction and loyalty! |
>>
Download the Effective Communications flyer
Delivery:
| Instruction provided by Paul M. Dooley,
principal consultant and lead instructor |
| Includes interactive exercises,
role-playing, and case-handling "scenarios" |
| Key take-away: Effective
Communications Quick Reference Card |
| Course may be delivered on-site, or at
our So Cal training center |
Pricing and
Scheduling:
| Pricing is
on a "per class" basis. Up to 12
attendees: $2,495; Up to 18
attendees: $3,195 |
|
To view
an upcoming class
go
to the
Course Schedule,
or
email us for a special quote!
|
"Effective Team
Building"
Product Code:
SB-7020
These days
its difficult to accomplish much in a help desk without effective teamwork. Its just common knowledge that (T)ogether
(E)v eryone (A)chieves (M)ore! And what IT support
organization today isn't being asked to do MORE with LESS?
Effective teamwork is absolutely essential in order to adapt quickly to challenges,
keep costs low, and thrive in
competitive, fast changing environment.
But how do you
build the supportive help desk environment that encourages teamwork?
What are the keys to building effective teams? How do you
lead a team effectively, and maintain high performance through
difficult times? How do you keep your team motivated?
This 1/2 day
course
will focus on the keys to building effective teams, maintaining
performance, and meeting the challenges in today's dynamic support
environment.
What You'll Learn:
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How to create a successful teamwork environment – key factors to pay attention to |
| Keys to successful
teamwork
- what makes
a team, the stages of team development, and key characteristics of a
successful team |
| Roles and
responsibilities
- of team leads, and team members |
|
Methods for building your team - from hiring practices, to
leveraging strengths, to moving through development stages |
| The secrets to successful
motivation - why most managers fail at motivation,
motivators vs. de-motivators, and the individualistic factor |
| Running effective
team meetings
- best-practices in
meeting mgt to save time and boost effectiveness |
| Effective Coaching
Strategies
- how to tailor your coaching approach to the situation and
individual |
| Handling and
Resolving Conflict
- conflict is a naturally occurring part of any support center -
learn how to leverage it for success! |
| Maintaining a high
performance team -
key factors to pay attention to when navigating through challenges
times |
>>
Download the
Building Effective Teams flyer
Delivery:
| Instruction provided by Paul M. Dooley,
principal consultant and lead instructor |
| Includes workbook, interactive exercises,
role-playing, and team interaction "scenarios"
|
| Key take-away: Effective Teamwork
Quick Reference Card |
| Course may be delivered on-site, or at
our So Cal training center |
Pricing and
Scheduling:
| Pricing is
on a "per class" basis. Up to 12
attendees: $2,495; Up to 18
attendees: $3,195 |
|
To view
an upcoming class
go
to the
Course Schedule,
or
email us for a special quote!
|
"Effective
Conflict Resolution"
Product Code:
SB-7040
Studies show that conflict is a naturally occurring component of
most help desks and support
centers - especially ones that are dynamic and thriving.
Conflict need not escalate into stressful situations that cause
stress, affect productivity, and support center performance. On the
contrary, with the proper skills and perspective, one can learn to
transform help desk conflict situations into "win-win" solutions -
opportunities for new growth and development, a higher level of
understanding, and improved performance.
During this valuable ½
day workshop your help desk staff will learn:
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How to recognize warning signs
of approaching conflict |
|
The most common
causes of
conflict between individuals |
|
About the four stages of
“Emotional Intelligence”, and how developing your
Emotional Intelligence can better equip you to handle and manage
conflict |
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About the vital role of
communication, and how effective verbal and non-verbal
communications play a critical role in minimizing conflict |
|
Practical steps you can take to
optimize relationships with customers and co-workers on a
daily basis |
|
A systematic process to resolve
conflicts effectively |
|
How to deal with difficult people
and difficult situations |
>>
Download the
Effective Conflict Resolution flyer
Delivery:
| Instruction provided by Paul M. Dooley,
principal consultant and lead instructor |
| Includes workbook, interactive exercises,
role-playing, and team interaction "scenarios"
|
| Key take-away: Conflict
Resolution Skills Quick Reference Card |
| Course may be delivered on-site, or at
our So Cal training center |
Pricing and
Scheduling:
| Pricing is
on a "per class" basis. Up to 12
attendees: $2,495; Up to 18
attendees: $3,195 |
|
To view
an upcoming class
go
to the
Course Schedule,
or
email us for a quote on your
special class! |
"Keys
to Effective Stress Management"
Product Code:
SB-7050
Stress is a part of every help desk or support center, and one of the keys to
living a longer, happier
more productive career is having a “stress management strategy” that
can help you manage your stress levels on an on-going basis.
Stress can be either good or bad – its “good’ stress when we have a
challenging goal, then work hard to achieve it and enjoy fulfillment
as a result; its “bad” when we have no “stress management strategy”,
and thus no outlets, and we allow stress to build up within us over
time. Results can include sleepless nights, damaged relationships,
lost productivity, and general unhappiness.
During this valuable ½
day workshop your help desk or support center staff will learn:
|
That stress is a naturally
occurring and vital part of life, and that it can be
either “good” or “bad” |
|
What is “good” stress, and why we
need it for optimal performance |
|
What causes “bad” stress”, and how
to identify causes of bad stress in your daily life |
|
Stress management strategies for
minimizing actions on your part which might lead to higher
stress levels |
|
10 Practical steps you can take
now to lower your stress levels |
|
Valuable time management
techniques for eliminating time wasters, prioritizing your
time, and getting more accomplished |
|
How to create your own “stress
management strategy” that will help you minimize bad
stress, leverage good stress, and live a happier, more productive
life |
>>
Download the
Keys to Stress Management flyer
Delivery:
| Instruction provided by Paul M. Dooley,
principal consultant and lead instructor |
| Includes workbook, interactive exercises,
role-playing, and team interaction "scenarios"
|
| Key take-away: Stress Management Quick Reference Card |
| Course may be delivered on-site, or at
our So Cal training center |
Pricing and
Scheduling:
| Pricing is
on a "per class" basis. Up to 12
attendees: $2,495; Up to 18
attendees: $3,195 |
|
To view
an upcoming class
go
to the
Course Schedule,
or
email us for a quote on your
special class!
|
Why Choose Us
For Help Desk and IT Skills Development Training?
Experience
- Our
instructors have years of hands-on
IT practitioner
experience, in both consulting and practitioner roles. Our
wide range and in-depth experience enables us to deliver a
rich and rewarding learning experience that includes many
real-world examples, allowing our students to take away practical
knowledge and skills they can put right to work.
Qualifications - Our instructors
hold graduate and post graduate degrees, and are all active in
HDI and TSMF. In addition, they are minimally
ITIL Practitioner Certified or ITIL Service Manager Certified/ITIL
V3 Experts.
Quality
Results - We are committed to delivering quality
results, which is why we don't offer a high volume of training
courses. When you attend one
of our IT skills-building training courses, you can be assured of
getting the best in real-world service knowledge and skills.
And you'll be prepared to put your skills right to work when your
return!
Targeted Help
Desk and IT
Skills-Building Workshops
from Optimal
Connections, LLC
For more information on
Skills-Building, HDI, and ITIL Certification Training
please call 1 (949) 305-3544, or
email
us.
Optimal Connections,
LLC - Your Source for IT Skills-Building Training
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Training Locations Near You!
We deliver
Skills-Building, HDI,
and ITIL classes across the US and internationally.
Local Southern California Classes
Our
local training courses are usually held at Palm Court 15615 Alton
Parkway, Suite 450, Irvine, California 92618.
Classes are held in a large corporate executive meeting
room which easily accommodates students.
Of course, state of the art
technologies are employed with all courses.
Get a Map |
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