Optimal Connections, LLC 

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Surveys

 

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

 




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:

bulletThe communication process - what it is, how it works, and barriers to success
bullet How to really engage customers - to improve focus, involvement
bulletHow to deal effectively with language and culture - to bridge cultural gaps and ensure understanding
bullet Keys to success with principle communication skills - active listening, effective verbal skills, leveraging non-verbal skills, paraphrasing, the power of demonstrating empathy
bullet 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
bullet Effective written communications - do's and don'ts for routine written communications, building in tonality, email and reporting guidelines
bulletUsing your skills to exceed customer expectations - how to leverage your communication skills to boost customer satisfaction and loyalty!

>> Download the Effective Communications flyer

Delivery:

bulletInstruction provided by Paul M. Dooley, principal consultant and lead instructor
bulletIncludes interactive exercises, role-playing, and case-handling "scenarios"
bulletKey take-away:  Effective Communications Quick Reference Card
bulletCourse may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

bulletPricing is on a "per class" basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195
bullet 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)veryone (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:

bullet How to create a successful teamwork environment – key factors to pay attention to
bulletKeys to successful teamwork - what makes a team, the stages of team development, and key characteristics of a successful team
bulletRoles and responsibilities - of team leads, and team members
bullet Methods for building your team - from hiring practices, to leveraging strengths, to moving through development stages
bulletThe secrets to successful motivation - why most managers fail at motivation, motivators vs. de-motivators, and the individualistic factor
bulletRunning effective team meetings - best-practices in meeting mgt to save time and boost effectiveness
bulletEffective Coaching Strategies - how to tailor your coaching approach to the situation and individual
bulletHandling and Resolving Conflict - conflict is a naturally occurring part of any support center - learn how to leverage it for success!
bulletMaintaining a high performance team - key factors to pay attention to when navigating through challenges times

>> Download the Building Effective Teams flyer  

Delivery:

bulletInstruction provided by Paul M. Dooley, principal consultant and lead instructor
bulletIncludes workbook, interactive exercises, role-playing, and team interaction "scenarios"
bulletKey take-away:  Effective Teamwork Quick Reference Card
bulletCourse may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

bulletPricing is on a "per class" basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195
bullet 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:

bullet

How to recognize warning signs of approaching conflict

bullet

The most common causes of conflict between individuals

bullet

About the four stages of “Emotional Intelligence”, and how developing your Emotional Intelligence can better equip you to handle and manage conflict

bullet

About the vital role of communication, and how effective verbal and non-verbal communications play a critical role in minimizing conflict

bullet

Practical steps you can take to optimize relationships with customers and co-workers on a daily basis

bullet

A systematic process to resolve conflicts effectively

bullet

How to deal with difficult people and difficult situations

>> Download the Effective Conflict Resolution flyer

Delivery:

bulletInstruction provided by Paul M. Dooley, principal consultant and lead instructor
bulletIncludes workbook, interactive exercises, role-playing, and team interaction "scenarios"
bulletKey take-away:  Conflict Resolution Skills Quick Reference Card
bulletCourse may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

bulletPricing is on a "per class" basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195
bullet 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:

bullet

That stress is a naturally occurring and vital part of life, and that it can be either “good” or “bad”

bullet

What is “good” stress, and why we need it for optimal performance

bullet

What causes “bad” stress”, and how to identify causes of bad stress in your daily life

bullet

Stress management strategies for minimizing actions on your part which might lead to higher stress levels

bullet

10 Practical steps you can take now to lower your stress levels

bullet

Valuable time management techniques for eliminating time wasters, prioritizing your time, and getting more accomplished

bullet

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:

bulletInstruction provided by Paul M. Dooley, principal consultant and lead instructor
bulletIncludes workbook, interactive exercises, role-playing, and team interaction "scenarios"
bulletKey take-away:  Stress Management Quick Reference Card
bulletCourse may be delivered on-site, or at our So Cal training center

Pricing and Scheduling:

bulletPricing is on a "per class" basis.  Up to 12 attendees:  $2,495;  Up to 18 attendees:  $3,195
bullet 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
 

 

 

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.

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