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Industry Education

  • 101 Low-Cost Ways to Reward Employee Performance
  • Money isn’t everything! A tempting salary may lure hordes of eager applicants to your door, but it won’t keep employees engaged and productive for very long. Employees sign on for the money, but they stay for non-monetary benefits, including opportunities for personal and professional development. This workshop will open your eyes to various types of low-cost informal rewards and recognitions that pump up the morale and productivity volume in your workplace.

  • 5 Keys to Successful and Effective Leadership Series 1 – Communication: Being Effective and Concise
  • All too often we overlook the greatest single barrier to effective leadership. Communicating. We either assume the subordinates know what we want or we muddle the process by lengthy and garbled messages. We fail to listen to our employees and when we combine that with missed opportunities in meetings, we set ourselves up for less than successful outcomes. This is a core building block of a leader. In this session you will discover the reason and rationale of good communication.

  • 5 Keys to Successful and Effective Leadership Series 2 – Performance Feedback
  • OK, I am a leader. Now, what do I do with the performance feedback process? Just produce more paper and let my folks know every year I have to give them this paper chase? No, let’s take a novel approach and help our employees fulfill their needs and at the same time align them with your needs and your organization’s goals. In this session you will begin to march toward effective and meaningful performance feedback methods.

  • 5 Keys to Successful and Effective Leadership Series 3 – Understanding Your People, Their Emotions and Intensions
  • People make up organizations and in order for organizations to be effective, all leaders must step up to the plate and begin to understand emotions ands the “whys” of human actions. In this session, you will develop your awareness of “yourself” and your subordinates. You will get a glimpse at how you determine to use your emotions and your employees emotions and direct them to overall organization goals.

  • Applying Critical Thinking And Problem Solving
  • Critical thinking is a necessary skill managers and supervisors must possess. It involves problem solving to ensure an unexpected situation or dilemma does not hinder organizational accomplishment. Whether you consider yourself a manager, supervisor or leader, the task of applying critical thinking skills will always be a challenge.
    Most daily critical thinking is done on a somewhat haphazard intuitive basis; however, in the world of management, a more systematic process is required for tackling difficult and more complex situations. In this webinar you will discover a process for thinking critically and applying those skills to problem solving and other effective management and leadership decisions.


    • Identify the situation or problem-ask tough questions
    • Gather information or data
    • List possible solutions
    • Test possible solutions
    • Select best course of action
  • CS I Series 1 – Listening to Customers is the Key
  • Whether a customer is making a normal, everyday inquiry or is upset about a service issue, really hearing the customer is the key to the making a good impression and bringing the issue to a successful conclusion. People who feel as though they are being paid attention to (through active listening) are much more likely to be satisfied – even when the utility cannot completely fulfill their request.
    However, active listening is not easy. Most people have had training in speaking, reading and writing. Very few people have had formal training in listening well. Combine that with time constraints and the repetitive nature of customer requests and the results are not always positive.
    This webinar leads employees to a better understanding of the importance of listening in the service experience and gives them a simple, yet effective, system for actively listening to customers.


    • Understanding the importance of actively listening to customers
    • Using techniques for active listening
    • Using listening skills to determine customer needs and lead to more successful conclusions for the customer and the utility
  • CS I Series 2 – Phrasing for Successful Conclusions
  • Communicating with customers in a positive way can be difficult – especially in situations where the customer service representative can’t tell the customer exactly what it is that they want to hear. Every service experience leaves the customer with an opinion of the service provider, the service received and the utility. Attendees need to be prepared to phrase answers to tough questions in a way that reflects concern and a positive service attitude. This course makes participants aware of the power behind their words and the way they use them.


    • Understand the communication cycle and their role in clear communication
    • Identify causes of defensiveness
    • Be able to rephrase to promote clear understanding and lessen defensiveness
    • Facilitate open communications with internal and external customers
  • CS I Series 3 – A Professional Telephone Image
  • More and more service is being done by telephone with fewer and fewer people actually visiting the utility office. This means that to the customer or other callers (including legislators, vendors, board members, other VIPs), the entire impression of the utility comes from that voice on the other end of the telephone line. This puts pressure on the utility employee to develop excellent telephone skills and use those skills in each and every encounter. These skills include proper use of tone of voice and attention to speech patterns.


    • Understand the importance of image presentation by telephone use
    • Learn the meaning of professionalism in handling incoming and outgoing telephone calls
    • Know the difference between voice and speech and how to use both in a positive way
    • Develop definitive methods for refining telephone service in answering, placing people on hold, transferring callers, taking messages and leaving messages so that the perception is of professionalism in every way
  • CS I Series 4 – Taking Angry Customers from Unreasonable to Reasonable
  • When customers are angry, they sometimes act in unreasonable ways. Anger amplifies feelings while inhibiting clear thought processes. When customer service representatives attempt to resolve service issues by trying to reason with unreasonable customers, the results are not good. In this course, employees are provided with a better understanding of the psychological effects of anger on a person’s behavior and learn a four-step process that helps the customer move from an unreasonable state of mind to a more reasonable one in which problem solving can take place successfully.


    • Understand the effects of anger on a person’s state of mind
    • Be more aware of the futility of reasoning with an unreasonable person
    • Develop more confidence and learn to maintain better control of negative situations
    • Use a four-step process for helping a customer move from unreasonable to reasonable
  • CS I Series 5 – Serving Internal Customers – Working Together for Service Success
  • To serve a business’ external customers (the end users of their products and services), employees must work together in an atmosphere of mutual trust and support. Of the three dimensions of quality service – human, business and hidden – the latter might just might be the most important. The hidden dimension includes all those things that go on behind the scenes that the customers don’t see. These include the policies, procedures, rules, regulations, work flow and most importantly, the relationships of the business’ employees. Without the hidden dimension being in good working order, service to the external customers always suffers. This course will give the attendees an overview of their part in this important dimension and focus on how to build and maintain good working relationships.


    • Identify their role in the hidden dimension of service
    • Make a guarantee to do their part to their company, its management, their co-workers and themselves
    • Use a variety of skills and actions to build and maintain good working relationships
  • CS II Series 1 – Positive Attitudes – A Positive Workplace and Great Service
  • In a recent national survey, companies were asked: What counts more: employee aptitude – hard skills and technical competencies – or employee attitude – soft skills including motivation, commitment and communication? Nearly 60 percent of organizations responding ranked attitude as the No. 1 concern. As attitudes deteriorate, so do commitment, loyalty and, most importantly, performance.


    • Increase understanding of the importance of attitudes to personal and organizational success.
    • Improve ability to develop and keep a more positive attitude
    • Improve understanding of themselves and the people with whom they work and who they serve and how to better relate to them and, consequently, how to be a more positive influence in the workplace
  • CS II Series 2 – Helping Customers Understand Usage and Conservation Measures
  • Although electricity is one necessity that Americans cannot do without, many consumers are remarkably uninformed and misinformed on how to understand and control their energy usage and bills, how the utility designs its rates and what to do to make their homes more energy efficient. Since most Americans take what utilities provide for granted, they do not realize the true value of the reliable service and relatively low cost of electricity. Couple the consumers’ emotions with a basic lack of knowledge and scams perpetrated by companies who falsely advertise the benefits of their products/services and serving these consumers can be challenging.


    • Improve ability to assist customers in understanding their bills and the utility’s rates
    • Gain knowledge and expertise to communicate in a more professional and credible manner
    • Enable to explain myths and scams in relation to energy efficiency
  • CS II Series 3 – Responding to High Bill Complaints
  • High Bills are the number one concern or complaint of all utility customers. As a result, when consumers come calling with these concerns, it is the biggest opportunity that the utility has to serve, to assist and to educate these customers. It is also one of the biggest challenges. Because they deal with so many of these types of complaints, utility reps can become almost robotic in their responses and serve with a lackadaisical or jaded approach. For all the information available to the general public, most people are still highly biased against the utility, feeling that it is the utility’s “fault” that their bill is so high and not taking any responsibility for their usage. This can lead to a certain amount of defensiveness on the past of the utility’s employees as well.


    • To help representatives look at these types of complaints in a different light by understanding the “human dimension” to the complaint
    • To explore the reactions that customers have, the level of customer knowledge and the results that customers want
  • CS II Series 4 – Dealing More Positively with Stress and Stressors
  • Everyone talks about being “stressed out” but how many people really know exactly what stress is and how it really affects them? In this course, stress will be explored from all angles – what it really is, what effects it has, where it comes from for the individual and how we sometimes make ourselves more vulnerable to stress with poor coping skills.


    • To lead attendees to see past behavior patterns which may not have served them very well through interaction and self-evaluation
    • To explore the responses to the stress of change along with other individual sources of stress
    • To assist each attendee in developing a strategy to deal more positively with stress through a discussion of time tested tips and techniques
  • CS II Series 5 – The Importance Of Body Language In Service
  • People who can listen with their “eyes” as well as their ears are better able to relate to others and to better respond to their needs. All human beings have the innate sixth sense which enables them to form impressions of others very quickly. In this session, that sixth sense will be “re-awakened” and given substance by learning signals passed from human being to human being by way of shared body language. This will enable the service providers to really “tune in” to their internal and external customers and to respond not only to what it is they are asking for but in a way that lets the customer feel a connection to the employee. This will result in the customer having a much better experience with the provider and the organization.


    • Foster a better appreciation of how body language can help the service provider be viewed as more sincere, more caring, more credible and more professional
    • Be adept at reading signals sent by others through facial expressions, eye movement, hand gestures, body position and outward “symbols” such as dress and surroundings
  • Develop the Skill of Thinking Strategically
  • Today’s business environment requires that employee’s learn to view decisions from a ‘strategic point of view’. In other words, thinking beyond the basic possibilities and opening yourself to new approaches to problems. Unfortunately, there isn’t a great deal of understanding of what strategic thinking is and how it can lead to new strategies. For that reason this webinar is important to you and your staff. This 60 minute webinar will open your mind to a whole new way of thinking through any challenge or problem you face. You’ll learn how to break down any business situation from a strategic perspective, identifying hurdles, opportunities, hot issues, and constraints. Some of what you’ll get at this webinar are: how to challenge conventional thinking, weigh risks against the potential rewards, understand the drivers, strengths, and vulnerabilities of any situation or business condition.


    • Discover Tools Used by Strategic Thinker’s
    • Identify Strategic Thinking Skills
    • Learn How to Use Strategic Thinking Skills
    • Develop Your Personal Strategic Thinking Abilities


    • Apply skills to plan more effectively and avoid unpleasant surprises and outcomes
    • Describe how to incorporate a greater sense of order in projects and decisions
    • Predict how to make decisions that add value to your organization’s performance
    • Assess how to be more confident in presenting project proposals and ideas
    • Predict how to increase your productivity and satisfaction at work and at home
  • Developing a More Sensitive and Tolerant Workplace
  • All to often an incident arises due to a joke or offhand remark that’s perhaps a little off-color or in bad taste. Before you know it, the company’s under threat of a lawsuit for a hostile work environment and someone is leaving or being disciplined. In today’s workplace, respect is essential and it’s easy to cross the line into offensive behavior without meaning to. Learning to build tolerance and sensitivity as two hallmarks of your organization will reap benefits across the board, form improved communication and cooperation to increased productivity and efficiency. This webinar will give you the skills you need to foster and encourage diversity and tolerance, while eliminating insensitive or offensive behaviors.

  • Digital Forensics, Protecting your IT Assesses from Outside Threats
  • This presentation outlines electronic data, how it is compromised and how to protect your business from both internal and external threats. It includes the concepts of intrusion, prevention, and reaction and how business should react in situations where data may be at risk.

  • Effective use of Mobile Devices in the Workplace
  • This presentation outlines the history of mobile devices and how we become so reliant on such devices. It gives an overview of selecting mobile devices for business and how to effectively manage them including the significant security risks involved. Ultimately, this presentation gives a step-by-step guide to implementing mobile devices in the work place for the non-technical audience.

  • Employee Privacy in the Workplace
  • This webinar will provide an overview of the rules governing employee privacy. The course will provide useful information regarding drug and alcohol policies, use of e-mail policies, workspace searches and privacy concerns while investigating complaints.

  • Employer Document Retention – What to Keep and What to Get Rid of?
  • This webinar will provide helpful and legal tips on document retention for employers. The webinar will focus on the legal requirements for document retention under federal labor and employment laws such as the Americans with Disabilities Act, the Family and Medical Leave Act and Title VII. In addition to the legal requirements, the discussion will touch on practical tips and solutions for document retention to enable your office to run efficiently and smoothly while reducing your exposure to litigation.

  • Ethics in the Workplace
  • An overwhelming number of American’s believe it is important to work for an ethical company. This simple fact reinforces that business ethics matter in today’s world. When a company fails to make ethical decisions, it affects public distrust, employee loss, and even potential legal issues. However, when an organization is known for its integrity, it attracts the highest caliber of employees and builds strong customer relations and trust. Whether you lead a company, a department or a work crew, making ethically correct decisions requires you to operate in a framework that is consistent with a personal code of values that form a framework for making ethical decisions. This 60 minute webinar will help you to identify and avoid the most common unethical behaviors as well as receive tips and techniques for dealing with unethical behavior from others.


    • Identify four decision making styles
    • Recognize unethical behaviors
    • Learn the results of unethical behavior
  • Excel Series 1 – Excel Formulas & Functions
  • This course is designed to give participants a foundation for building better formulas and functions in Excel 2010.


    • Understand the importance of relative, absolute, and mixed cell references
    • Review the fill handle and how it reacts to the different types of cell references
    • Building formulas
    • Understanding Excel functions
    • How to work with the Insert Function
  • Excel Series 2 – Using Pivot Tables to Extract the Information You Need
  • This course is designed to give participants the tools they need to take their Excel data and create PivotTables and PivotCharts in Excel 2010.

    • What is the purpose of a pivot?
    • Understanding what type of Excel spreadsheets are good for pivoting.
    • Work with PivotTable Field List
    • Understanding Column and Row Labels
    • Using PivotTable report Filters
    • Using PivotTable Values and Modifying those Values
    • Working with PivotCharts
  • Excel Series 3 – The Key to Organizing and Summarizing Data
  • This course is designed to expose participants to the various tools and techniques available for organizing and summarizing data in Excel 2010.


    • Review the types of data in Excel that can be organized and summarized
    • Using sort and custom sort effectively
    • Differences in sorting and filtering
    • Working with Outlines and its grouping and subtotaling features
    • Excel’s Consolidate feature
  • Excel Series 4 – Excel Charting and Graphics to Bring Out the Best In Your Information
  • This course is designed to teach participants the various methods of creating and manipulating charts and graphics in Excel 2010.

    • Understanding the benefits of conditional formatting
    • How to use conditional formatting options of data bars, color scales, icon sets, highlighting, and top/bottom rules
    • Learn how to create your own conditional formatting rules.
    • Review of Sparklines and when are they best used
    • Review how data validation can assist you and your spreadsheet users
  • Excel Series 5 – Using Conditional Formulas and What-If Analysis
  • This course is designed to teach participants the various methods of creating and manipulating charts and graphics in Excel 2010.

    • Understanding the benefits of conditional formatting
    • How to use conditional formatting options of data bars, color scales, icon sets, highlighting, and top/bottom rules
    • Learn how to create your own conditional formatting rules
    • Review of Sparklines and when are they best used
    • Review how data validation can assist you and your spreadsheet users
  • Fraud Series 1 – The First 48 Hours – What to do if Fraud happens to you
  • Even before the current tough economic times, fraud and white-collar crime was estimated to be a $480 million problem in the United States. Every year companies face this frustrating and at times gut-wrenching problem. This one hour session covers what you can do in the first 48 hours after fraud has been uncovered or suspected.

  • Fraud Series 2 – Fraudsters & Bears: How to deter both
  • Preventative measures are expensive, tedious, and often inadequate. However, companies can no longer ignore the true costs of fraud and the emotional toll that this crime takes. This one hour session provides companies with a model for creating a “Fraud Deterrence Program.”

  • How to Create Real Influence as a Leader
  • Let’s face it. There are just some people who seem to have the “it” factor. When they speak, others listen. Sometimes it is because of a job title, but in most scenarios it has nothing to do with the words that appear on their business card. They have real influence that goes beyond personality. In this interactive webinar, we will explore the traits and focused skills that create influence in an organization.


    • Understand the relationship between office politics and influence
    • Identify the skill set that creates influence
    • Discover the power of raving fans
  • How to Win With Words
  • Business relationships often depend on “getting off on the right foot”. Being able to quickly recognize a person’s behavioral style and interact appropriately are critical to this process. Understanding behaviors shows you how to recognize different behavior patterns, and develop adaptive skills that increase your ability to communicate successfully with others. Understand the difference between the intent and the impact you and others have on each other—the basic component in conversation. It’s not so much WHAT you say, but HOW you say it that counts.

  • Job Descriptions: Making Them Realistic and Accurate
  • Did you know that a job description that is written correctly can be one of the most powerful managerial tool you have? However, if written incorrectly, you could be faced with legal consequences.

    Often underestimated as a managerial”chore”, the job description is actually one of the most important documents you write for your employees. They serve as the basis for what you expect of your employees, their accountabilities, responsibilities, and how their performance will be measured. Accurate and clear job descriptions are the blue print for success. Not knowing how to develop effective job descriptions can impede key hiring, training, and employee performance opportunities. This webinar will provide techniques for writing job descriptions including how to clarify key job responsibilities, focus on core competencies and communicate performance measurements.

  • Leadership Series 1 – Leader versus Manager: Which are you?
  • Which came first: the chicken or the egg? The answer to that question won’t impact your business. But distinguishing the skills that define leaders and managers is the secret in creating an organization that far exceeds its competitors. In this interactive webinar, participants will be introduced to the 4 critical skills leaders possess and the collaborative relationship between leading and managing. Being successful today requires both, but how and when to be each role makes all the difference.

  • Leadership Series 1 – Leader versus Manager: Which are you?
  • Which came first: the chicken or the egg? The answer to that question won’t impact your business. But distinguishing the skills that define leaders and managers is the secret in creating an organization that far exceeds its competitors. In this interactive webinar, participants will be introduced to the 4 critical skills leaders possess and the collaborative relationship between leading and managing. Being successful today requires both, but how and when to be each role makes all the difference.

  • Leadership Series 2 – Would I Follow Me? The Character Components of Leadership
  • Being a leader implies you have followers. But does it? Following you is a choice your team makes every day despite your job title. In addition, there are levels of followership. The real question is: how far would my team follow me and if given the choice, would I follow myself? In this interactive webinar, participants will explore the character components of what it means to lead in today’s world. This session will challenge each participant to become the kind of leader anyone would want to follow.

  • Leadership Series 3 – How to Create Real Influence as a Leader
  • Let’s face it. There are just some people who seem to have the “it” factor. When they speak, others listen. Sometimes it is because of a job title, but in most scenarios it has nothing to do with the words that appear on their business card. They have real influence that goes beyond personality. In this interactive webinar, we will explore the traits and focused skills that create influence in an organization.

  • Leadership Series 4 – Performance Feedback: Developing the Workforce You Need
  • In today’s busy workplace, performance appraisals are often viewed as the annual mandatory paperwork pile from Human Resources. As a leader with so little free time, are you sometimes tempted to just produce more paper and complete forms as quickly as possible so you can get back to the important parts of your job?

    In this interactive webinar, participants will learn a feedback approach that can really make your day to day easier while at the same time helps your employees improve and aligns them with your needs and your organization’s goals.

  • Leading the New Workforce: Managing Gen X, Y and Beyond
  • As younger generations enter the work force, they bring with them a whole new set of perceptions and values. Sometimes this also brings conflict and misunderstanding. The fact is that most employers are experiencing tension that arises between employees from different generations. In a short timeframe, this webinar is intended to assist individuals in better understanding the key concepts involving the ‘new generation’ employee… how to motivate them … how to direct them … and how to break down any barriers that might develop between coworkers. Participants will find that younger employees bring a lot to the table, including adaptability, creativity, technical ability, and much more. Understanding their values and motivations will help develop a workforce that produces results as well as a positive work environment.

  • Learn the Keys to Getting Organized
  • Do you feel like you’re buried at work with e-mails to answer, seemingly impossible deadlines approaching, and ever expanding projects on the to-do list? If this looks like your ‘world’ then you need to ‘Learn the Keys to Getting Organized’. In this webinar you will learn stress-busting practical techniques, and strategies for getting organized and taking control. You’ll learn about how to break the urge to keep everything, methods for turning your piles of paper into files to make that desk look neat, alternatives to the “sticky note method” of remembering, making the most out of your workspace, and organize e-mails.

  • Legal Issues Involving Social Media and the Workplace
  • During this webinar you will discover how employee rants can undermine your marketing campaigns, create workplace harassment issues, and broadcast your secrets to the world. Unfortunately, even in “employment at will” states, there may be limitations on employer action, and the law has been slow to catch up with technological advances. What do you do? How far can you go?


  • Understand the legal obligations of employers in dealing with Social Media
  • Discover the key to effective Social Media policies
  • Discuss the National Labor Relations Act and limitations on employer actions
  • Learn how to protect confidential information from disclosure in Social Media
  • Gain knowledge about harassment claims and Social Media
  • Listening: The Other Half of Communicating
  • When two colleagues have an engaging dialogue, they often compete to speak. But, listening more and talking less is crucial for anyone who wants to be successful. Understanding the types of listening, techniques for listening in different situations (i.e. highly emotional, angry, business meetings, lectures), the five-step process for listening, and the techniques for recalling information will greatly improve your ability to influence and lead others, and will open doors to opportunities for upward mobility in your career.

  • New Hire Onboarding: Practical Advice to Boost Performance & Retention
  • You work so hard to make a favorable impression on job candidates. But what happens when they show up for work? How are you handling the employee’s first hour, first day, first week and first months on the job?

    The truth is, a “sink or swim” onboarding process doesn’t work. Research shows that employees who are part of a structured onboarding program are 69% more likely to remain with the company after three years than those who do not.

    Yet most employers devote less time planning their onboarding procedures than they do their holiday party … a mistake that costs greatly in your bottom line and reputation.

    This engaging new webinar will teach you a step-by-step practical onboarding plan for new employees’ first six months. The result: Accelerate performance, improve engagement and boost retention.

    Specifically, you’ll learn:

    • The 6 critical steps of onboarding and how to implement them
    • Key onboarding actions for the first day, first week, first 90 days and first year
    • How to shift your onboarding focus for employees of different generations
    • The 10 most common mistakes of orientation programs, and how to avoid them
    • Best orientation practices from the best companies (IBM, Pepsico, etc.)
    • Onboarding steps to take before Day One
  • Office E-Mail Do’s and Don’ts
  • No one can argue that email is the most popular tool for communicating in the workplace. Like it or not, email is both a time saver and an efficient way to get out a message. As is so often the case with a good thing, email can also have it’s downside. With the ability to be quick and convenient it’s also easy to make mistakes or use a word that sets the wrong tone. The communication techniques you’ll learn in this training session will ensure every email you write says exactly what you intend for it to say. This training is designed to help you better understand how to get your point across, check for phrasing that might change what you’re saying, and most importantly – come across as a professional.


    • Learn the importance of a clear, concise, and specific subject line
    • Understand the most common email mistakes — and how NOT to make them!
    • Know when to send an email — and when it’s time to pick up the phone or schedule a face-to-face meeting
    • How to eliminate wordiness that obscures your message
    • Learn how to gauge the ‘tone’ of your message
    • Understand what to do before you hit send!
  • OneNote – What Can It Do For You?
  • If you know what OneNote is or if you’re not sure what it is, this session is for you. Come learn about OneNote and find out if you can utilize, or if you are utilizing, this piece of software to the fullest? OneNote has a lot of functionality that may be just the thing to help you organize and store those “what do I do with this?” bits of information.

    • Increase the understanding of the power of Microsoft OneNote 2010 note taking and planning software
    • Learn how to capture text, image, video and audio notes
  • Preventing FMLA Abuse
  • While the Family Medical Leave Act helps millions of American workers cope with suffering from serious health conditions or caring for ill family members, there exist the problems of misuse and abuse. Whether you are a supervisor, manage, or HR administrator, you need to understand the law and what should and should not be allowed. This webinar takes a look at the problems associated with workers who seek to take advantage of the law and what the law truly says. This session is designed to provide you with the knowledge that can be used to rein in FMLA abuse and make sure that those who truly need FMLA are the ones benefiting from it.

  • Risk Management and Decision Making: Learning to Optimize Risk and Improve Performance
  • 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:

    • The ORM Six-Step Process
    • Application of a Risk Management Worksheet
    • Use of additional tools for assessing risk in the work place at all levels
    • Learn to minimize unnecessary risks by maximizing the decision making process
  • Setting Effective Performance Goals
  • Employees are dramatically more productive when they work towards specific, clearly defined goals in their jobs.

    But how good are you and your managers at setting those goals … and following up?

    Goal setting is the glue that binds subordinates to their managers. This webinar will give you the strategies—and the precise language—to establish compelling, actionable performance goals for any employee.

    In this fun and motivating webinar, you’ll become much more effective leaders and career developers. You and your management team will learn:

    • Six ways to help team members feel more engaged in their work and self-motivated around the office
    • How to retain high performers by developing a realistic and customized set of goals for each employee
    • How to develop an “achievement mentality” that encourages employees to reinvent themselves in light of your company’s changing needs
    • How to tie organizational goals to individual performance
    • The appropriate follow-up intervals and measurable benchmarks to track progress throughout the year

    You and your organization can’t be truly successful unless your employees are. This special webinar will teach you and your team how to set up your subordinates for success and, in the process, you will learn to think, speak, and act like great leaders.

    After all, the greatest gift the workplace offers lies in growing and developing those who are following in your footsteps, and goal setting is the roadmap to get you there.

  • Survival of the Fittest: Working in a Hostile Environment
  • If you don’t like the demands of your job, the hostile environment in which you work, or maybe you don’t like the job itself, you are not alone. Missed deadlines, office politics, administrative red tape, and reduced budgets become the constant land mines waiting to detonate each day. As a result, you can often find yourself in the midst of what seems like a battlefield. Learn how to equip yourself for the battle, and learn how to balance your expectations about what your job provides for you with your attitude about what you provide to your job.

  • The Art of Reaching Agreement-Even When it Seems Impossible
  • 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.


    • Learn the importance of building and developing strong work relationships
    • Understand how to make others feel heard
    • Describe how to find ‘common ground’ in disagreements
    • Discover when to agree and disagree
    • Distinguish the steps for moving beyond disagreements to agreement
  • Trust and Betrayal
  • In today’s workplace, trust is more important an ever. Business is conducted via relationships, and trust is the foundation to effective relationships. Betrayal, or the loss of trust, is the focus of countless workplace scandals, all of which ultimately resulted from a lapse in trust. Yet, trust means different things to different people. Unmet expectations, disappointments, and betrayals are not restricted to only big events like restructurings and downsizings. Trust is broken in subtle ways every day in every workplace.
    This workshop covers:

    • What trust means
    • The Trust of Character
    • The Trust of Disclosure
    • The Trust of Capability
    • How we trust
    • How trust is broken: Betrayal
    • How trust is rebuilt: Seven Steps for Healing
  • Useful Excel 2007 Tips
  • This session is designed to help participants work more efficiently in Microsoft Excel 2007.


  • Awareness of Microsoft Excel features participants may not be utilizing
  • Provide quick tips that are available for use in Microsoft Excel
  • Improve their abilities while utilizing features within Microsoft Excel 2007
  • Course Outline:

  • Make the Quick Access Toolbar work for you
  • Special features within comments
  • Quick formatting features
  • Viewing multiple areas
  • Tips for Autofill and Autocorrect
  • Let Conditional Formatting do the work
  • Warning and Value of Grouping
  • Using 3-Dimensional formulas
  • If you can press this key, you can create a chart
  • Virtual Meetings: A Different Orchestration of Communication, Consideration, Commitment, Cooperation and Course of Action
  • As organizations expand globally, move forward and utilize its time more effectively and with dded efficacy and least cost, we see a movement toward virtual meetings. While this seems a logical approach to achieving the aforementioned goals, several considerations must be acted on to make sure virtual meetings are successful. In this webinar you will gain insight into how to conduct effective virtual meetings for your employees, customers and stakeholders. We will focus on the four elements requisite for successful meetings. Those being communication, consideration, consideration, commitment, cooperation and the meeting’s Course of Action. To achieve this we need to address the generational diversity of the meeting participants, the organization’s commitment to its environmental values, deal with meeting participants feeling of isolation, keep them engaged, evaluating their performance, and focus on the meetings results. Finally, we will address the downside and upside to a virtual meeting.

  • What is Collaborative Intelligence and Why Would You Want it?
  • Collaborative intelligence is the capacity to work with the world around us, not dominate it, fight it, hide from it, ignore it or waste it.

    If you believe that people are made up of many ‘parts’ that make them who they are and what they do, then you can understand ‘collaborative intelligence’. The concept is simple, employees together bring more knowledge, insight, awareness and therefore potential solutions than you do apart. But collaborative intelligence is more than working together as a team. Collaborative intelligence is a process. It requires that people in leadership positions learn what knowledge employees can bring to a problem, what different points of view they have, and how you can share and communicate that information. This webinar will help you discover how you can develop true collaborative intelligence. When you practice the skills you’ll learn, you’ll develop a better connection among team members … improve your interactions and problem solving … and, quite simply, get more done. Consider this training vital for anyone in a leadership role — and critical for everyone expected to work on a team!


    • Personality dynamics and their impact on collaborative intelligence initiatives
    • How social understanding leads to collaborative intelligence
    • The critical importance of cross-training and how to seek out opportunities for more
    • Understanding your team members and their strengths: documenting breadth and depth of knowledge
    • Creating knowledge bases: great techniques and tools that can make it easier
    • Techniques for seeking out information — and sharing with multiple people
    • True collaboration: the importance of defining the situation rather than just asking questions
    • The importance of social capital in collaborative intelligence
    • Removing the fear factor that leads to knowledge hoarding
  • Workforce Planning: Is this something I should be doing?
  • What will your business look like in 2016? The question may sound too futuristic but in reality, the business landscape will look vastly different in just three short years. The convergence of retirement and the skill sets that can replace those leaving the workforce will create a real challenge for businesses of all sizes. This session will explore how to create a talent plan that underpins your business strategy and ensures the appropriate skills and experience exists across your department or broader organization so the business can sustain well into the future. From talent assessment to applicant selection strategies, participants will learn how to create a team with the right skills for your company’s future success.

  • Would I Follow Me? The Character Components of Leadership
  • Being a leader implies you have followers. But does it? Following you is a choice your team makes every day despite your job title. In addition, there are levels of followership. The real question is: how far would my team follow me and if given the choice, would I follow myself? In this interactive webinar, participants will explore the character components of what it means to lead in today’s world. This session will challenge each participant to become the kind of leader anyone would want to follow.

    • Learn what it means to really follow someone
    • Discover your personal leadership quotient
    • Learn the secret of wearing two hats in your organization