Regarding #1 ad #2; I have used a company called the Effectiveness
Institute (http://www.effectivenessinstitute.com/) for several years
with great success. They come down to Pepperdine once a year and do
their foundation course entitled People Skills (http://www.effectivenessinstitute.com/cp/content/workshop/files/People%20Skills.pdf
) for our new staff. They also do a refresher course for those who
have previously taken the course. They use use an approach similar to
the Myers-Briggs; but they focus on communication and behavioral
styles (which can be adapted and changed) as opposed to personality
(which cannot be changed).
Also, we've had them do blended courses, which is particularly helpful
for front line staff who provide end user support directly. We have
them perform the People Skills course with a mixed audience consisting
of half end users and half IT staff. Through this approach, both
groups learned quite a bit in terms of how to better communicate with
each other. This has had a very positive impact on our IT staff.
Tim Chester, CIO
On Mar 5, 2008, at 6:15 PM, Matthew Clark wrote:
> I have been asked to investigate a company or group that might
> provide onsite training for helpdesks in the following area's.
> 1) Team building
> 2) Sample problems with possible solutions
> 3) Helpdesk streamlining recommendations
> Really the first 2 might be combined as one. We would like to make
> our helpdesk the best it can be, and provide some encouragement and
> training to them. I'm not sure if anyone has done this, or has any
> Matthew Clark
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