At the course’s conclusion, attendees should be able to:
- Determine what customers want
- Create dramatically positive experiences which exceed customer expectations
- Analyze the Communication Cycle
- Use skills to successfully complete the cycle
At the course’s conclusion, attendees should be able to:
The success of any organization rests on individual employees and their commitment to working together as a team to make the organization the best it can be. How well employees work together has a great deal to do with their individual success, the success of their fellow employees, the co-op, and their owner consumers. This seminar is intended to assist participants in improving the communication skills between “internal and external” employees as a means of enhancing their work with others and their customers. The course will assist participants in better understanding how to improve communications with fellow employees, the key elements in the Communication Cycle, improved understanding of internal and external job ‘interconnectivity’, and managing problem ‘communication’ situations when they occur. This is an ideal course for all-employee training. The course will benefit participants by:
This training course is designed to provide participants with the tools necessary to deal with anger management in the work place, or in their personal lives. Participants will learn about individuals deal with anger, what causes their anger and how they cope or do not cope with anger. The session will explore the causes of anger as well as various anger suppression techniques. Key objectives to be accomplished in this training session are:
When you think of workplace attitudes you must ask yourself the simple question: would you want an employee who is extremely good at his or her job but has a bad attitude or an average employee who has a positive attitude? I believe the overwhelming response would be for the later because we all have learned the hard way that bad attitudes can reduce the effectiveness of ones organization. The fact is that skills can be taught but an attitude is often difficult to change. The question often asked is what is an attitude? To some it’s a mindset, a way of thinking but that’s only partly right. The bigger picture is that an attitude is a habit of thought. It defines how one looks at their world and workplace. What employers want are people with attitudes that think “I can,” not “I can’t.” This one day seminar is devoted to the building blocks that lead to positive attitudes. Our trainer will show participants how to find, keep and maintain an approach that leads to a positive outlook. This highly interactive course includes interactive session as well as self evaluations to help individuals create an open mind and heart to developing a more productive, meaningful work life. This session will look at:
This course serves as an overview of business organization principles, including structure and operation. Topics covered include basic business economic theory, organizational structure, planning, and productivity. Topics to be covered include:
The success of a business is based to a large extent on the people skills of its employees. The purpose of this one-day seminar is to improve the company’s business relationships through the skills of interpersonal communication with internal and external customers. Participants will gain a perspective of service excellence from the customers’ point of view when conducting business transactions both in person and via telephone. Using class discussion and interactive exercises, they develop skills for dealing with internal and external customers in a variety of recurring scenarios including technical support, answering questions, and giving information. The skills learned in this program serve to enhance the performance of the all employees who interact with fellow employees and customers resulting in reduced stress, more efficient utilization of transaction time, and improved customer satisfaction. The course will cover area such as: knowing what customers expect, assessing the ‘personality types’ of customers, how to control problem situations, creating a ‘positive image’ for customers, effective phone and e-mail communications. Learning outcomes in this program include:
Leadership is sometimes described as the ability to foster commitment, creativity and productive attitudes in others through effective self-knowledge and interpersonal skills. In short, leadership is the ability to bring out the best in people. This is a valuable attribute to possess, but what can you do to develop it? How do you recognize and build upon the attributes you already have? This one-day program explores those questions and helps you work toward your own leadership development plans. Participants in the course will learn to:
Almost everything we do in our work is done within the context of a team effort. More often than not, the difficult part facing the person responsible for leading others is inspiring individuals to work together toward a common end or goal. This seminar is designed to assist participants in learning the skills of being an effective team builder, the effectiveness of teamwork, the importance of being an effective team leader. Additional topics to be covered include:
Maintaining a competent, productive, and efficient workforce is something all managers and supervisors work to achieve. Retaining valuable staff is critical to an organization’s effectiveness and customer service. Money is not the sole solution to solving the riddle of keeping quality staff; rather, friendliness and professionalism rank as clear incentives to retaining employees building employee loyalty. Often it is the simple and less costly incentives that influence whether an employee stays with an organization. This class is centered around the simple premise that you must create a “positive internal” environment if you wish to build your business, offer quality customer service, and retain competent employees. The course will offer insights into how you can evaluate your current methods of dealing with employees, ‘tips’ for improving employee management, and helpful methods for making your workplace the ‘best’ it can be. Some of the items this course will deal with are:
It is a proven fact that team effort is a key ingredient to success and improvement for small units, department, and the company as a whole. Teams help to analyze and solve problems, work to construct solutions, fortify an organization, increase reliability, save money, and serve as a vehicle for change. Realizing and understanding the importance of the teaming process to organizational growth and development is an essential skill for everyone in a leadership capacity. This one-day class is designed to offer participants the opportunity to ‘learn’ more about team building and how it can be implemented at their organization. Through discussion, interaction, and ‘team’ work, participants will gain valuable insight into how they can foster a team based environment. Some of the topics to be covered include:
The ‘traditional’ leadership model as we knew it is undergoing profound changes. The old “command and control” model no longer works in today’s information age. What is now expected is a more participative leadership style, where a leader seeks to establish equality between the leader and the ‘follower’. What once worked in the old ‘authoritarian model’ does not work with the empowered employees in the workplace of today. To be successful as a leader and to ensure the success of their organization, leaders must be prepared to engender the various expectations of today’s multi-generational workplace. This seminar seeks to offere participants a range of skills and perceptions that will pay dividends. Participants will discover:
Nobody likes to be the bad guy. It’s human nature to want to make those around you happy, including your employees. Unfortunately, sometimes you have to make decisions that aren’t popular. If you’re one of the people that hate making decisions that are not well-liked, if you hesitate to deliver bad news, if you’re unsure how to communicate unpopular changes, then you need to attend Communicating Unpopular Decisions. Participants will learn strategies to communicate changes and decisions with openness and honesty, and most importantly, how to get “buy-in,” for the results needed! Topics to be covered include:
As primary influencers of the workplace environment, managers and supervisors bear a significant responsibility for the productive outcomes of their organizations, departments, teams, and work crews. This program is designed to address the communication styles and techniques that tend to create an environment of trust, confidence, and mutual respect necessary for optimal performance. Class exercises, discussion along with real world case studies, combine to create a meaningful learning experience for any manager or supervisor. Learning outcomes include:
Are you often asked to make a presentation, guide a process, or lead a retreat? If you would like to understand how to encourage full participation and promote understanding while remaining impartial, then this one-day program is designed to increase your group facilitation skills. You will learn to:
The purpose for this seminar is to provide participants with a clear understanding of the importance of employee evaluations and the process to follow in preparing for and conducting appraisals. The session will focus on the following key strategies:
Protect your organization – know the ins and outs of workplace investigations.
Whether the issue is a harassment complaint, a threat of workplace violence, employee performance or other workplace dispute – prompt, fair and thorough investigations are essential to your ability to make sound employment decisions and minimize legal risks. This workshop will provide you with practical guidance and actual experience in conducting effective workplace investigations. Participants will learn:
Few would ague that life and work are hard enough without the complications surrounding self-defeating emotions, behaviors, and habits. The multiple forces that bear down on us every day can eventually take their toll. No wonder people often feel anxious, resentful, taken advantage of and even trapped. This one-day seminar is intended to help participants understand how to stay focused on their goals, whether work or personal, while ups and downs occur around them. Participants will gain insight into developing ‘personal’ flexibility to deal with uncertainty and to find meaning in what they are doing. This seminar will focus on the important personal skill of emotional self-control. Participants will learn about what role emotions play in their life, the ways they are expressed, how to manage emotional ups and downs, to deal with stress and how to handle crisis situations. Over the course of the day, the class will learn how to make ‘better’ choices at work and elsewhere, how to practice self-discipline, and control emotionally difficult situations. In addition, others issues to be covered include:
This one-day training seminar is designed to help individuals develop and build decision-making, critical-thinking and problem-solving skills. Participants will learn about various methods for assessing and resolving problems and for understanding the role of inferences and assumptions. The class is intended to serve as a means for building confidence in how to ask the “right questions” and in overcoming the stress that some times accompanies making decisions. Participants will gain an understanding of how to be proactive, more confident, decrease stress, and strengthen ones ability to influence and persuade others. Additional topics to be covered include:
This two-day course is designed as a comprehensive introduction to the principles of effective customer service and the role communication plays in how customers evaluate service quality and delivery. The course will cover areas such as knowing what customers expect, assessing the ‘personality types’ of customers, how to control problem situations, creating a ‘positive image’ for customers, effective phone and e-mail communications. This program offers ample opportunity for participants to practice verbal skills in successfully handling a variety of recurring issues such as bill inquiries, requests for service and/or information, and the occasional upset/irate customer. Learning outcomes in this program include:
This course is designed to provide employees the basic skills for assisting customers in making purchase or participation choices. Unlike the typical “sales” training program, the emphasis here is customer-focused rather than being “commission” focused. Topics covered include the customer purchase choice process, the features/benefits relationship, and an introduction to using persuasive communication skills. Participants in this one-day training session will:
The intent of this training program is to promote change which will result in a long-lasting improvement in employee treatment of customers and employee creation of positive customer experiences. During the two-day session, participants will learn to view things through the eyes of the customer. The program emphasizes customer experience management, customer loyalty creation and personal touch treatment of customers. Participants will gain knowledge into how to use customer experience mapping tools to improve contact with their customers, effective communication skills, listening skills, anger defusing skills, request handling skills, and mistake handling skills. Course highlights include:
In this course, participants will gain a perspective of service excellence from the customer’s point of view when conducting business transactions via telephone. Using class discussion and interactive exercises, they develop skills for dealing with customers in various recurring scenarios including service connects, disconnects, technical supports, and billing concerns. The skills learned in this program serve to enhance the performance of all employees who interact with customers via phone, resulting in reduced stress, more efficient utilization of transaction time, and improved customer satisfaction.
This seminar is designed to help individuals understand the strengths and weaknesses of their current listening style(s), and to develop plans for developing other listening styles more appropriate to the situation.
Participants will gain insight into how they can improve their listening skills by discovering current listening habits. The session will demonstrate that by using ones listening strengths effectively, and exploring other listening styles and their appropriate use in different situations, they can strengthen their listening skills and become a more active and positive listener. Topics to be covered include:
One of the more difficult tasks any leader faces is learning to effectively manage their job and that of others. The realities of shorter deadlines, competing priorities, endless meetings, constant interruptions, and higher quality expectations are just a few of the challenges individuals face on a day-to-day basis; yet, the number of hours in the day remains the same. In order to be effective in the job, leaders must be a good manager of time, learn how to delegate effectively, how to put organizational tools and techniques to use, and how to analyze, plan, and schedule activities based on priorities. The purpose of this training seminar is to assist participants in learning all of the above as a means of being more effective in their jobs. Topics to be covered include:
In recent years, our society has become hyper-vigilant with respect to national origin, creed, gender, and religious affiliation. The workplace is not immune to the conflicts that arise as a result of cultural diversity. We all have our own biases but are often unaware of how our biases can lead to serious problems at work. Proactive communication is the key to resolving and preventing conflict, and in a diverse work force, the ability to resolve conflict in a timely and effective manner is critical.
Diversity can be defined as: “The variety of experiences and perspective which arise from differences in race, culture, religion, mental or physical abilities, heritage, age, gender, sexual orientation, gender identity and other characteristics.”
So why is it when many people think of diversity, they think first of ethnicity and race, and then gender? Diversity is much broader. Diversity is otherness or those human qualities that are different from our own and outside the groups to which we belong, yet present in other individuals and groups.
It’s important to understand how these dimensions affect performance, motivation, success, and interactions with others. Institutional structures and practices that have presented barriers to some dimensions of diversity should be examined, challenged, and removed.
Who Should Attend: Our Workplace Diversity training assists employers and employees in understanding how cultural differences in the workplace can affect work performance and overall morale.
With the onslaught of regulations revolving around individual privacy rights, HIPAA (Health Insturance Portability and Accountability Act), lawyer-client privilege and trade secret documents, the destruction of confidential documents has become very important of late. Because identity theft is growing at alarming speed the government is passing legislation to protect consumers and require businesses’ to do “due diligence” in protecting confidential information. The Federal Trade Commission’s new consumer protection law FACTA (Fair and
Accurate Credit Transaction Act) recently went into effect. This law basically states “any person who maintains or otherwise possesses consumer information for a business purpose” must properly destroy discarded consumer information. Remember what you throw away may cost you your good credit rating, your job and/or your employer millions. Retention schedules are extremely important to a company’s healthy existence. Destroying documents when their life cycle and regulation period is over saves the organization storage costs in many instances. It also protects organizations from having extra information for discovery should there be a lawsuit down the road.
Are you finding that more and more of your customer contacts are via emails? If this is the case for your staff, then understanding how email communications can be handled more effectively is essential to delivering outstanding customer service. Participants in this webinar will learn the keys to effectively using email as another form to connect with the customer and enhance the service experience.
This one-day program is designed to assist participants in avoiding the pitfalls associated the hiring process. The course will provide individuals with insight into how to begin the recruitment process and ultimately selecting the right employee. Participants will learn how to analyze job descriptions and specifications to avoid legal roadblocks. Other items covered include: maintaining records to protect yourself and the company, how to handle face-to-face interaction during the interview, the ins and outs of pre-employment testing, and reference checks. The course will provide you with:
This program is designed to help employees effectively manage intensively emotional customer interactions. Topics covered include an exploration of the dynamics of emotional behavior, the various patterns of Angry/Difficult behavior, and how to use voice and word-choice techniques to help defuse tension or hostility.
E-mail and other electronic communication tools have evolved from merely novel ways to communicate with friends and family to universally accepted business tools. More and more customers – both internal and external – are demanding service electronically. However, the way many companies and their employees use these tools – particularly e-mail – has not kept up with this evolution. The instant communication that all electronic media provides along with the sheer numbers of messages and amount of information received electronically means that rules that governed electronic media even two to three years ago are not acceptable now. When the image and the productivity of the utility are at stake, all employees must be constantly aware of how they use this technology to communicate.
Leadership can best be understood by studying the question of – “Why do people follow leaders?” By understanding this simple concept, individuals are better able to become a effective leader. This seminar deals with the basic concepts of followership – learning ‘why’ people a leader and the importance of a leader giving others a reason for them to follow. Participants will lean about their leadership style and personality traits which relates to their personal followership style. They will discover the roles that ethics and values play in effective followership and potential leadership. The session will deal with the concepts of motivation and its role in determining why people follow and concept of situational leadership. Key objectives to be covered include:
The first half of this seminar focuses on the issue of workplace harassment. The session is intended to provide participants with a general knowledge of the importance of understanding and eliminating harassment by learning what it is, how it can occur, and how an organization must train its employees to avoid potential problems. Participants will gain insight into the many types of harassment that are present: age, race, sex, ethnicity and gender.
The second half of the class will engage the issue of how valuing diversity can improve an organization’s internal and external performance. Participants will gain insight into the importance of understanding, accepting, and capitalizing on differences between employees. The class will seek to provide participants with the skills to recognize and respect issues of diversity, the differences in people, and the need to have respectful attitudes toward others. This is an important training session for any organization wishing to develop and maintain a workplace free of prejudice and harassment.
On any given day, you look at yourself in the mirror and make a conscious choice to face the day with a positive attitude. That choice can be tough. Few would argue that life and work are hard enough without the complications surrounding self-defeating emotions, stress and the feeling of overwhelming demands. The multiple forces that bear down on us every day can eventually take their toll. No wonder people often feel anxious, resentful, taken advantage of and even trapped.
This one-day workshop will help you understand how to develop a personal action plan that helps you build positive self-esteem that leads to a healthy life. In this two-part session, participants will gain insight into developing personal flexibility to deal with uncertainty and to find meaning in what they are doing. This seminar will focus on the important personal skill of emotional self-control and balance. You will learn about the role emotions play in life, the ways they are expressed, and how to manage the emotional ups and downs that lead to unhealthy stress.
Morning Session Objectives:
Session Length: 3 hours
Afternoon Session Objectives:
An organization’s competitive advantage largely depends on the way it manages its largest asset – its people. Yet, too often the metrics used by HR professionals are not linked closely to the measures that drive the business.
This one-day session is designed principally for individuals involved in human resources leadership. Participants will gain valuable insight of recent court decisions impacting the interpretation of federal and state levels of employment law. This interactive session will teach HR leaders how to create measurements that drive company performance; provide supervisors the tools that help them effectively manage their team and increase employee engagement; and how to prepare the organization for the impact of outward business trends facing the organization.
This one-day seminar is intended to provide individuals with a broad overview of human resource issues confronting people in leadership capacities. The class will explore a range of personnel issues from developing job descriptions to selection and hiring practices. Participants will gain insight on supervisory issues such as discipline, training, evaluations and terminations. This session will review the key employment law issues and federal regulations such as discrimination and equal employment law practices impacting organizations. The issue of the importance of developing and maintaining effective policies to guide an organization will also be discussed. This class is important for anyone with supervisory responsibilities. Some of the areas to be covered include:
This one-day class serves as an update to employment law. The class is designed principally for individuals involved in human resources management. Participants will gain valuable insight into changes that may have taken place at the federal and state levels regarding employment. The courses will cover a wide range of employment law topics and will provide valuable time for discussion and question and answer. Topics to be covered include:
Does the world seems as if it has turned up-side down, and the daily grind has found you joyless, weary, tired and burned out? Does it feel like everyone around you is whining, moaning and complaining about ….well, everything? Think their attitude is catching? But wait, there’s hope! You can be a catalyst for change by adjusting your attitude and your influence. How can YOU be up in a Down world? The answer is simple: Control your Attitude. In this session participants will review and learn abut the four components for having a positive attitude. The key issues to be covered include:
This program is intended for first line supervisors and individuals in middle management. Participants will learn practical theory, engage in case studies, group discussion, and hypothetical situations. Each participant will complete a leadership style questionnaire to determine innate strengths as well as to uncover opportunities for greatest improvement. Participants in this training will gain an insight into basic theories of situational leadership combined with a model for effective interpersonal communications. Also, various theories of motivation and case studies involving actions that tend to motivate or demotivate employees in the workplace will be discussed.
Change is inevitable. Yet regardless of your station in life, any change can be a challenge to cope with. This session won’t redefine change, for everyone must deal with it; however, it will give you practical strategies for dealing with an ever-changing and demanding marketplace. The topic will be approached from both the leader and participant role as each demands specific skills and approach. Participants will identify their natural response to change and learn practical strategies for successfully managing and utilizing change to the benefit for the organization. Topics to be covered include:
Creativity and Innovation are often used interchangeably, yet they are (and should be) separate and distinct. Where creativity is associated with problem identification and idea generation, innovation is more about idea selection, development and how to put them to practical use. Whether one is faced with a problem dealing with customers, sales, marketing, technicians, or finance, for each person asked there will be different answers and solutions. To understand that a person’s idea about “what a problem is” will change according to the information they have. This one day training session is devoted to understanding the importance of these vital skills to effective management, leadership, and organizational prosperity. Whether participants are looking to develop creative thinking skills, solve challenging problems or plan how to innovate at work, this workshop will provide the opportunity to learn new skills, employ new tools and methods for increasing creativity and solving problems and generating innovative ideas. Additional topics include:
Are you presented with the harsh reality of dealing with employees that have a ‘negative’ attitude about seemingly everything and everyone? The fact is, this is becoming a reality in today’s workplace where an increasing number of employees openly show discontent and negative attitudes. To deal with this problem, employers and employees need solutions for dealing with this problem. This one-day seminar is designed to provide participants, through group discussions and small group activities, with alternatives, techniques, and action plans for handling difficult employees and situations.
Balancing between business management and technology management when you are responsible for both tasks can be a challenge. Especially when you have business management skills but have no background in technology. If this is where you find yourself this class is for you. Covered in this session is a brief history and overview of technology, core terminology, basic IT disciplines, what is networking,
security is more than locking your door, what is an operating system, the necessity of storage and backups, etc. Using business management skills: such as project management, budgeting, negotiation, and compliance rules to help improve your IT department. Working with technologist (ie., geeks) keeping them focused and avoiding burnout.
What is appropriate training and how much is normal? Good sites to reference.
Very few businesses can survive without communicating to its clientele about its products, services, and purpose. The same needs hold true for today’s diversified electric cooperatives. This one-day class has been designed with the electric cooperative in mind and takes participants from the ground floor of “what is marketing” through understanding the process and effects of “integrated marketing and advertising”. Participants in this course will through, lecture, class projects, and real life examples learn how marketing, advertising, and promotions impact ones business and customers. Through out the course, participants will be exposed to such important key elements as: the role of marketing, member’s decision making, using media mix, advertising strategy and planning, and the sales process. In addition to the above, the following will be covered:
The Service Challenge
The purpose for this seminar is to provide an understanding of the importance of employee evaluations. Participants will gain a clear understanding of the process to be followed in preparing for annual review session and how these sessions should be conducted. The session will focus on the following key strategies:
This course is designed specifically for those with administrative responsibility to help increase cooperation and productivity. Topics covered include the bases of organizational power and how to effectively use each to accomplish challenging tasks and meet critical deadlines. Each person will take a personal leadership assessment inventory. Topics to be covered include:
This course is designed specifically for those with administrative responsibility to help increase cooperation and productivity. Topics covered include the bases of organizational power and how to effectively use each to accomplish challenging tasks and meet critical deadlines. Each person will take a personal leadership assessment inventory. What you will learn:
There is the right way and the wrong way to be assertive. This class focuses on how to be assertive by sending the right signals and getting the right responses. The session provides insight into how you can handle yourself, without appearing to be either shy or pushy. Participants will learn how to get things done, how to better manage conflicts, recognize ones own strengths and weaknesses, and build a positive image. Additional topics to be covered include:
This one-day course is designed to prepare new and future foreman, crew leaders, and others in supervisory capacities for the challenges of effective leadership. Participants will gain insight into what people respect in leaders and how to develop their own unique leadership style. The course will discuss among other topics: what management looks for in a leader, what ‘followers’ expect, the characteristics of effective leadership, the common pitfalls encountered by leaders, how to develop ones own leadership tools, winning support and overcoming resistance, and how to keep things ‘on track’. This program is a must for anyone who needs to know what a leader is . . . and is not. Some of the things you will learn are:
Learn to cope with stressful situations
The ‘brain drain’ loss facing today’s organizations is unprecedented in our history. While the loss of key talent and irreplaceable company knowledge due to attrition through retirement or resignation has always been a challenge it has never before reached this level. With the rapid increase of retiring “Baby Boomers” and the migration of younger workers from one job to another at intervals unheard of in the past, leaders must employ every method available to ensure continuity, to reduce the “brain drain,” and keep service to customers at the expected high level. While there is no way to be totally prepared for this eventuality, there are concrete actions that leaders can take. These issues and the strategies to deal with them will be covered in this in-depth session. Some of the key topics to be covered include:
This seminar is designed to help managers and supervisors develop their skills in making business presentations or speaking in a public forum such as town meetings or civic organizations. Each participant will discover various tips and techniques used by professionals. Practice sessions will be conducted using a variety of appropriate real-world scenarios. Practice sessions are video-recorded and critiqued in order to help each participant develop appropriate communication skills and techniques.
In the real world of today’s workplace, leaders are faced with many challenges – doing more with less, adapting to an ever changing environment and managing employee problems. Unfortunately, the latter takes most of our time. In this session, we’ll identify the clues that reveal potential employee issues and how to address them professionally and legally. Participants will learn what is required for effective documentation and how to communicate expectations of performance. In addition, participants will take away practical tools that will help them to better manage employee conflicts as they arise.
Course objectives include:
This one-day seminar is designed to provide participants with an understanding of the dynamics of workplace conflicts and strategies of how to better manage those conflicts and improve relationships. Participants will gain insight into why unresolved conflicts tend to fester and lead to potentially serious consequences and what you can do about resolving them. The seminar will also focus on dealing with employees that have a ‘negative’ attitude and solutions on how supervisors deal with this problem. The session will provide participants, through group discussions and small group activities, with a variety of alternatives, techniques, and action plans for effectively counseling employees and for handling difficult employees and situations. Topics covered in this session include:
Employees that work with customers in a ‘front desk’ setting must be able to handle a range of situations that may arise. One key aspect is the challenge of dealing with a security threat to yourself or others, including irate individuals, bomb threats, a suspicious packages, theft or violence. Know what to do and what not to do can be the difference between a successful conclusion and one that ends badly. If you are unsure how to respond in these situations then you can’t afford to not attend ‘Safety & Security Basics for Front Desk Operations’. Participants will gain valuable do’s and don’t on how to handle a range of threatening, strategies for spotting weaknesses in front desk procedures, how to deal with emotionally charged situations, and much more.
This one-day program is designed to provide a company and its employees with a base of understanding concerning workplace safety and security involving such keys issues as: robbery, potential violence, kidnapping, bomb threats and more. It is commonly thought that workplace security is a job for management, security patrols, surveillance cameras, and the police. And to some extent it is. But in order to maintain a safe and secure workplace, everyone needs to become involved. The main objective of this training is to teach employees to be aware of security risks and what can be done to help prevent security breaches while at work. Participants in this program will gain insight into measures that can be taken to minimize or prevent harm to themselves or others as well as important do’s and don’ts for potential safety and security issues. Class participants will be involved in role-playing and observation skills-building exercises as well as case studies to improve learning and understanding.
This course is intended primarily for entry-level managers, supervisors, and team leaders who need to set and communicate performance goals to employees in an effective and professional way. Goal-setting for employees is an important management responsibility. After all, if your team doesn’t know where it’s going, how will it know how to get there? This course will help you develop a systematic approach to setting performance goals and expectations for employees. You’ll see how to establish initial goals that relate to performance objectives and accommodate employee interests. You’ll learn to review and refine your goals continuously, and how to communicate the objectives and behaviors that will help your employees succeed. And, to ensure success, you’ll learn techniques that will help you analyze performance, provide appropriate feedback, coach, and review your employees’ work so that their productivity and also job satisfaction can continually improve. Good employees appreciate clear goals that enable them to achieve and excel; if you can instill this kind of goal-oriented atmosphere in your team, your management skills will be valuable in any kind of organization.
In this course, you will identify methods to develop a systematic approach to setting performance goals and expectations for employees, including:
How often do you hear someone on your team never seem to take ownership of
their tasks or “pass the buck” to someone else? It boils down to accountability which can be hard to define in the workplace. In the end, the lack of this important discipline can truly make or break an organization or team.
Holding employees accountable to the tasks they commit to complete can be difficult if leaders have not followed the right process. In this interactive session, participants will learn the necessary steps in establishing accountability from the moment tasks are assigned. It’s not about difficult or awkward conversations; but without the necessary skills, leaders often struggle in finding the right word or best timing for these uncomfortable conversations. Self-discipline principles will also be discovered in this session. Objectives for this session include:
The purpose of this seminar is to provide a methodical, yet practical “bottom-up” approach to strategic planning. This new approach integrates several new and innovative steps to the traditional strategic planning process, including (1) obtaining input from all employees of the organization through focus groups, surveys and individual interviews, (2) developing a comprehensive action plan based on the organization’s strategic goals, (3) developing a “balanced scorecard”, (4) providing a method to link performance to compensation.
Too often, strategic business plans are simply written documents that fit nicely into a PowerPoint slide; yet, they do not translate into the actual operations of the business. This one-day seminar is designed to provide participants with an understanding of the key disciplines required to implement a strategic plan throughout all levels of the organization. The seminar will focus on the key elements of a strategic business plan, identify key indicators for success and the essential steps required to translate the written document into a useful business strategy. The planning and execution process will be explored from various perspectives of the business including the role of senior leaders, operational leaders, the employee base and customers. Participants will discover how each are essential to a plan’s full implementation. Key points to be addressed include:
Have you noticed that some people are always looking at a glass that is half empty or they always feel like they are in a rut, burned out, and beat up?
This fun and interactive workshop is designed and intended to help people discover how thoughts, feelings and behaviors can affect work performance, relationships, success and self worth. Participants in this unique session can expect to gain valuable insight into what is ‘negativitism’ and how can it be changed in order to make a difference in their life and their workplace. This seminar is designed to help participants break the cycle of negativity and empower them to do what others say is impossible! The concept behind the day long program is to understand that “change is possible and it begins with each of us!” Some of the topics to be covered include:
Understanding the depth of your talent pool is critical in today’s business environment. Organizations are “raising the bar” with regards to knowing who their current and future leaders are, and the capabilities they possess. A strategic approach is needed to examine future leadership requirements, assess current capabilities, and determine the steps necessary to close identified gaps. Through a practical hands-on approach, learn about critical decision points and conditions for implementing an effective succession management program. Topics to be covered include:
In this one-day course, attendees will learn about and improve their skill levels in two of the most important elements of their jobs – Minutes and Proof-reading.
Today’s organizations must have records that, in an organized, clear manner, reflect the business of that organization – not just for their own uses but for legal purposes. The person whose responsibility it is to take the minutes and then organize them afterwards for inclusion with the documentation of the meeting must be able to work with the meeting organizer before, during and after the meeting. This course offers hands-on practice in the minute taking and organizing skills that will build confidence and accuracy for the attendees.
Another important skill for any person in charge of communicating in writing within the organization and to key customers and other stakeholders is proofreading – not only of their documents but of the documents of the people they are assisting. Correspondence sent with errors in grammar, structure, spelling, context or content send the wrong impression of the person writing and of the entire organization. Attendees are taught methods for proofreading for a variety of errors and even editing to ensure better document format and content.
Workplace conflict is an unavoidable consequence of professional life. Some people are magnets for conflict, while others manage to avoid at-work tangles with co-workers for years. But eventually, everyone has run-ins with someone on the job.
Conflict is anything but rare. Some sources indicate that human resource managers spend 25 to 60 percent of their time working through employee conflicts. And a University of North Carolina study showed that more than half of workers said anxiety about a past or present conflict with a co-worker cost them time while they were on the clock. More than a quarter of workers said they were less productive because they spent time trying to avoid a confrontation with a co-worker.
What’s more, violent confrontations and bullying are increasing and 17 states are now considering legislation against workplace bullying. A Society of Human Resource Management study found that more than half of workers said a violent act had occurred at their workplace.
Of course, work-related conflict should never manifest itself in those kinds of extremes. Understanding how to deal with tense work situations will help you avoid rare violent outbursts. You’ll also better understand how to navigate office politics and become more successful.
How well you understand conflict resolution can have as much or more impact as your professional job skills in determining the trajectory of your career path. Berate or belittle your opponents and you’ll encounter enemies at every corner — earn the respect of co-workers and you’ll find limitless opportunities.
This seminar is designed to assist managers and supervisors in understanding the principles of job skills knowledge and development. Each participant will discover various learning styles and how to effectively use each to accelerate the skills performance process. Role-modeling/practice sessions will be conducted using a variety of appropriate training scenarios. Practice sessions are video-recorded in order to help each participant develop appropriate communication skills and techniques. Some the topic areas included in this session include:
The hallmark of good supervision is effective delegation. Delegation is simply when supervisors give responsibility and authority to subordinates to complete a task, and let the subordinates figure out how the task can be accomplished. Effective delegation develops people who are ultimately more fulfilled and productive. Managers become more fulfilled and productive themselves as they learn to count on their staffs and are freed up to attend to more strategic issues.
This seminar is designed to assist managers and supervisors in understanding the principles of delegation, and the value associated with using delegation effectively. Through role-modeling and practice sessions, participants will develop an clearer understanding of delegation and appropriate communication skills and techniques to be used. Topics to be covered include:
Have you ever found yourself faced with you seeing the situation one way and a fellow employee sees it another? And you’re both convinced that you’re right and the other person is dead wrong. Pretty common right? Reaching a decision with someone you disagree with can be an unobtainable goal. Yet, being able to handle such situations and move beyond them is essential. This webinar, will help you see through the reasons you disagree so strongly in the first place and work beyond them. Participants in this session will learn why you often don’t understand what is being said and why they’re saying it and how a rocky working relationship can cloud your perspective.
“You can trust me.” It’s a phrase every person has said at some point. Trust is a word that has made national headlines. Unfortunately, it is the misuse of trust that becomes the story. From recalled consumer goods to financial meltdowns, the relationship trust builds – and destroys – between people is truly powerful. For leaders, trust is the secret ingredient from which all performance is created. It is a foundational leadership skill that has specific ingredients for success. This course will explore the many aspects of trust. Participants will explore personal and organizational trust and the tools required to be successful in today’s changing work environment. Some of the topics to be covered include:
This course is designed principally for any individual with responsibility for project planning and management. The one-day training session will provide valuable information on how to be successful in the areas project scheduling, budgeting and planning. Participants will learn how to understand a project cycle and develop one that works. In addition, the seminar will provide participants with the confidence to take on projects from conception to completion. Topics to be covered include:
How do you know if your crew is performing at its best? Do you see potential for improvement but you do not know where to start? This course will provide you with tools for diagnosing your own ‘team’ and matching your diagnosis to an intervention technique. Through the use of case studies, class discussion, and interactive sessions participants will address typical concerns including identifying, diagnosing, and resolving problems, making optimal decisions, and using relevant documentation to track progress and evaluate results. Additional topics that will be covered:
A key skill possessed by effective executive and administrative assistants is diplomacy, discretion and effective communication. This one-day training session is intended to provide participants with the skills and understanding of maintaining effective business relationships, the importance of communication skills with executives, colleagues and clients, how one should handle sensitive issues, and working tactfully with other employees. Participants in this training program will gain insight into:
To be a good leader one must be a good follower. Much has been made of leadership over the years, yet there is little direction or guidance on how to become a follower. In this seminar we will discover the qualities and characteristics which make a good leader are similar to those associated with being a good follower. Anybody can be in control over a group of individuals and, at the same time, be a responsible follower to his/her supervisor. Simply put, followership is can be defined as the capacity to follow a leader. Finally, we will understand that the traits of competence and commitment are tantamount to the ideal follower.
One day you’re just another member of the crew. To your fellow crew mates, you are a friend, a pal. You fish and hunt together, and the relationship is defined and comfortable. Then, you become their boss. Now everything changes…or does it?
This one-day seminar is designed to provide participants with an understanding of the dynamics of workplace relationships and strategies of how to better manage those and improve relationships through an effective delegation of duties, tasks, and responsibilities process. Participants will gain insight into the connection between relationships and how “motivation through delegation” will assist you in reconciling both. The seminar focuses primarily on dealing with employees who allow changed relationships to negatively impact their performance and disrupt the work environment. Techniques of counseling, mentoring, and modifying negative behavior will be addressed and covered. In addition, the session will provide participants, through group discussions and small group activities, with a variety of alternatives, techniques, and action plans for effectively counseling employees and for handling chronic difficult situations through informal discipline. Topics covered in this session include:
Telecommuting is an option that’s becoming increasingly attractive to employers and employees alike. As companies search for cost effective ways to compete for the best talent available and motivate employees with significant generational differences, many organizations are turning to flexible work arrangements including telecommuting. Employees today are increasingly being squeezed by higher and higher gas prices and long commuting times and they are also increasingly aware of and concerned for the environment. Employers who address these needs and concerns will lead the way in employee engagement and performance. And with today’s technological advances, performance isn’t solely dependent on time on the office, as a matter of fact, employees today can and do work from anywhere at any time. The question is, how do you as a leader leverage that flexibility to enhance motivation, morale and performance.
As the baby boomers continue to retire, organization’s will begin feeling the effects of a talent war – both in recruiting and turnover, and those employers who work proactively to acquire and retain top talent will be in
the driver’s seat? Are you prepared to think differently and be flexible so your organization is prepared to not only perform, but outperform expectations?
In today’s work environment, there are plenty of reasons to consider implementing a Telecommuting Policy or allowing employees to work remotely, including:
During this learning session, we’ll help your team explore the following topics:
This seminar is intended to be delivered on-site and is offered in half-day segments. The program provides participants with a general knowledge of the importance of understanding and eliminating harassment in the workplace. Participants learn that harassment comes in many types, such as age, race, sex, and gender. Participants are exposed to the often-subtle aspects of how harassment enters the workplace.
Are you overwhelmed by daily demands? Do you have a difficult time attempting to successfully juggle work and family obligations? Do you ever realize at the end of the day that you had accomplished less important jobs versus those that are more important? Do you see an endless amount of work piling up and you can’t seem to get all those things done that are required? Surly a few extra hours in the day would solve all of your problems. But is the amount of time we have the problem, or is our dilemma caused by the manner in which we manage our time? There is no mystery about time management. We all get 24 hours per day and 168 hours each week to eat, sleep, work, relax, exercise and have time for what we want to do. Getting the most out of time does not require you to be a magician. It takes planning, self discipline and an internalized change in your behavior. In this fast paced and action centered seminar, you will complete a time management survey to assess how you manage your time. You can reflect on your strengths and build on those areas which require attention regarding your time management skills. Each participant will build a time management plan. You will develop new techniques to use if your time management plans. You will learn a system used to prioritize your time management. Participants will be able to determine how time management impact work center effectiveness. They will learn the key aspect of delegation to support time management and planning. We will delve into stress management techniques to help eliminate those time management hindrances. Each seminar participant will discover those things which waste our time. You will learn to effectively focus on goals and priorities. You will learn those little management techniques which will buy you extra time each day. Participants will learn to prepare for successful meetings and discover those tolls which make the meetings time effective. All areas are reinforced through capstone role play, case studies and other group activates. The over all goals is to gain more productive work time and time for your personal life.
Today’s workforce is comprised of employees separated by four and even five distinct generational perspectives. Within the next ten years, internal and external forces will impact the workforce in ways never before seen that will require companies to adjust or face the consequences. Participants in this one-day session will gain insight into the complexities of the workforce, learn about the multi-generation workforce, and what makes the workplace ‘tick’. This one day program is designed to assist leaders in better understanding generational issues and in formulating strategies to maintain, improve, and ensure their workplace operations. Some of the topics to be covered include:
Today’s organizations, more than ever, are focused on ways to achieve greater performance, reduce safety risks, find better ways of promoting change, and seek avenues to increase income. In order to achieve these goals, individuals must employ effective decision-making and task planning skills. The use of Operational Risk Management (ORM) serves as a means of enhancing the decision making process. It is a systematic approach to optimizing risks using the four key principles that govern all actions associated with risk management. ORM is a continuous process for the detection, assessment, and ultimate sustained control of risk while enhancing performance and maximizing organizational capabilities. This one-day session will introduce participants to the principles of ORM, a six step process of application, and each steps key attributes. Participants will utilize the skills learned by applying the information to applicable project scenarios. The session is highly application based and participant interactive. Topics to be covered include:
Tactical Communication, enables employees to focus on the behavior of others while maintaining their own and others safety and then use Appropriate Presence and Words to achieve a professional purpose. Tactical Communication uses the energy of others to master situations. It contains a set of communication principles and tactics that enable the user to generate cooperation and gain voluntary compliance from others under stressful conditions
. These tactics are especially useful when dealing with hostile, angry, upset, frustrated or disgruntled people. Participants will learn about how to look creatively at conflict, offering specific, powerful, and usable strategies to resolve tense situations. Employees will learn to respond to situations rather than react to personal feelings. Additionally, employees will come to understand how to deal with difficult people and how to use conflict management tactics to defuse confrontational encounters. Topics to be covered include:
Our workplaces are undergoing significant and rapid changes within the workforce. We are increasingly being challenged by retirements and resignations which impact how we continue to carry on our daily business. With the ever looming challenge of workforce change and the out bound movement of Baby Boomers and the in bound shift to a younger workforce we must identify means for maintaining continuity and eliminating the loss of valuable knowledge. It is essential that organizations identify means for transitioning their workforce while maintaining service to their customers. While there is no way to be totally prepared for this eventuality, there are actions that can be taken to help mitigate problems. Some of the topics to be covered include:
Understanding why retention is critical to an organization’s long term operation
The importance of developing a sense of unity in the workforce
Leading in a multi-generational workplace
Motivating employees to share knowledge, expertise, and information.
Methods for collecting information to prepare for anticipated labor shortages
Methods for retaining younger and newer employees
Fort Hood, Arizona, Kentucky, Connecticut… Are you and your company prepared? Do your employees know what violence in the workplace looks like? Would they know who to tell and what to do if they saw it?
This one day, intensive workshop will guide you through the steps of dealing with workplace violence.
Some days, it may seem like someone else is running your business. Market pressures tell you what products to make, laws dictate how you make them and the threat of employee lawsuits keeps you from tossing the bad apples out the door. Certainly, many laws limit your actions as an employer. But knowledge of those laws is power. You can turn the tables on unproductive employees, keep your business profitable and motivate employees without fear of litigation.
This course will help you stop workplace waste, ensure worker safety and keep drugs out of your business by aligning your leadership expectations with your manuals and policies & practices.
You’ve worked hard to build your business. This course is designed to keep you in business and profitable. To help protect your business from frivolous, baseless lawsuits, we’ll help train your supervisors and managers to comply with myriad laws yet still enforce effective workplace policies.
You’ll discover how to make employment laws work for you, not for the workers you fired for cause.