Global Terminology Mastering Performancetrainingdirectory-mena.com/mediafiles/providers/doc211-24873.pdf · • Strategic planning with a SWOT analysis ... • Johari Windows

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Global TerminologyMastering Performance

VISIONWe envision in delivering sustainable human capital for the future

MISSIONOur mission is to design and deliver high impact developmentprograms and a wide range of consultancy services that produceoutstanding human performance in your organizations.

GUIDING PHILOSOPHYWe are committed to create a strong and continuous improvementin human capital performance with your organization.

Global TerminologyTraining and Consultancy

VISIONWe envision in delivering sustainable human capital for the future

MISSIONOur mission is to design and deliver high impact developmentprograms and a wide range of consultancy services that produceoutstanding human performance in your organizations.

GUIDING PHILOSOPHYWe are committed to create a strong and continuous improvementin human capital performance with your organization.

Methodology“we effectively worked with”

Pre and Post Knowledge Tests

Breaking Assumed Constraints

Skill Development Assessments

Practical and Interactive

Games and Activities

Action Oriented

Pre and Post Knowledge Tests

Breaking Assumed Constraints

Skill Development Assessments

Practical and Interactive

Games and Activities

Action Oriented

Mastering Peak Performance Process

SessionAttendance

MasteringPerformance

ProcessLessonLearnt

One-on-OneCoaching

Consultation

LeadershipWorkshopsLeadershipWorkshops

How You will Benefit:

• Identify your leadership profile and explore how you can use thisknowledge to create your own future

• Assess your leadership competencies and learn how you can develop yourstrengths

• Identify those additional skills and tools that can make you a better leader• Develop your ability to influence and communicate with others• Become a better problem-solver and decision-maker• Discover how you can prepare for and embrace the forces of change• Create a strategy to actively use these skills back in the workplace

What You Will Cover:

• Leadership profile and competencies to highlight your strengths andchallenges

• Directional and consequential thinking and how to develop these skills• Strategies for influencing others through improved communication and

interaction• Your role in making meetings effective,

both as a leader and as a participant• Critical problem-solving skills and the tools

and techniques you can use• Strategic planning with a SWOT analysis

to introduce change• Ways to manage the change process

effectively for sustainable growth

Leadership Skills ForSenior Executives

This three-day-workshop is a tool foryour leadership development. It isdesigned to help you create andaccomplish your personal best, and tohelp you lead others to getextraordinary things done. At its core,leadership means setting goals,lighting a path, and persuading othersto follow. But the responsibilityentails much more. By accepting thechallenge to lead, you come to realizethat the only limits are those youplace on yourself.


• Identify your leadership profile and explore how you can use thisknowledge to create your own future

• Assess your leadership competencies and learn how you can develop yourstrengths

• Identify those additional skills and tools that can make you a better leader• Develop your ability to influence and communicate with others• Become a better problem-solver and decision-maker• Discover how you can prepare for and embrace the forces of change• Create a strategy to actively use these skills back in the workplace


• Leadership profile and competencies to highlight your strengths andchallenges

• Directional and consequential thinking and how to develop these skills• Strategies for influencing others through improved communication and

interaction• Your role in making meetings effective,

both as a leader and as a participant• Critical problem-solving skills and the tools

and techniques you can use• Strategic planning with a SWOT analysis

to introduce change• Ways to manage the change process

effectively for sustainable growth

Leadership Skills ForSenior Executives

This three-day-workshop is a tool foryour leadership development. It isdesigned to help you create andaccomplish your personal best, and tohelp you lead others to getextraordinary things done. At its core,leadership means setting goals,lighting a path, and persuading othersto follow. But the responsibilityentails much more. By accepting thechallenge to lead, you come to realizethat the only limits are those youplace on yourself.

How You Will Benefit:

• Define your role as a manager and identify how that role differsfrom other roles you have had.

• Understand the management challenge and the new functionsof management.

• Discover how you can prepare for and embrace the forces ofchange.

• Identify ways to get you and your workspace organized and geta jump on the next crisis.

• Identify your leadership profile and explore ways to use thisknowledge to improve your success as a manager.

• Enhance your ability to communicate with others in meetingsand through presentations.

• Create an action plan for managing your career success.


• Learning organizations• Peter Senge’s learning disciplines• What leadership is and is not (including servant leadership)• Kouzes and Posner’s five leadership practices• Core skills like communication, body language, delegation,

meetings, and time management• Understanding the trust cycle and building trust• Managing change• SWOT analysis and problem solving• Giving effective, constructive feedback• Building good relationships

People ManagementSkills

This three-day workshop is a tool foryour leadership development. It isdesigned to help you create andaccomplish your personal best, and tohelp you lead others to getextraordinary things done.


• Define your role as a manager and identify how that role differsfrom other roles you have had.

• Understand the management challenge and the new functionsof management.

• Discover how you can prepare for and embrace the forces ofchange.

• Identify ways to get you and your workspace organized and geta jump on the next crisis.

• Identify your leadership profile and explore ways to use thisknowledge to improve your success as a manager.

• Enhance your ability to communicate with others in meetingsand through presentations.

• Create an action plan for managing your career success.


• Learning organizations• Peter Senge’s learning disciplines• What leadership is and is not (including servant leadership)• Kouzes and Posner’s five leadership practices• Core skills like communication, body language, delegation,

meetings, and time management• Understanding the trust cycle and building trust• Managing change• SWOT analysis and problem solving• Giving effective, constructive feedback• Building good relationships

People ManagementSkills

This three-day workshop is a tool foryour leadership development. It isdesigned to help you create andaccomplish your personal best, and tohelp you lead others to getextraordinary things done.


• Understand how coaching can be used to develop your team.• Develop the coaching skills that help improve individual

performance.• Demonstrate the behaviors and practices of an effective coach.• Recognize employees’ strengths and give them the feedback they

need to succeed.• Identify employee problems and ways you can help to correct them.


• Defining coaching• The two schools of coaches• Five critical coaching skills• Communications skills• Non-verbal communication• Johari Windows• Learning styles and principles• Methods of feedback• Benefits/consequences approach• Dealing with problem employees• When not to coach

Coaching:A Leadership Skill

Coach, Role Model, Counselor,Supporter, Guide...do these wordsring a bell? Being a coach involvesbeing a role model, sometimes acounselor or supporter, and always aguide. Coaching is based on apartnership that involves giving bothsupport and challenging opportunitiesto employees. Knowing how andwhen to coach is an essential skill thatcan benefit both you and yourorganization. This three-dayworkshop will help you become abetter coach in all senses of the word.


• Understand how coaching can be used to develop your team.• Develop the coaching skills that help improve individual

performance.• Demonstrate the behaviors and practices of an effective coach.• Recognize employees’ strengths and give them the feedback they

need to succeed.• Identify employee problems and ways you can help to correct them.


• Defining coaching• The two schools of coaches• Five critical coaching skills• Communications skills• Non-verbal communication• Johari Windows• Learning styles and principles• Methods of feedback• Benefits/consequences approach• Dealing with problem employees• When not to coach

Coaching:A Leadership Skill

Coach, Role Model, Counselor,Supporter, Guide...do these wordsring a bell? Being a coach involvesbeing a role model, sometimes acounselor or supporter, and always aguide. Coaching is based on apartnership that involves giving bothsupport and challenging opportunitiesto employees. Knowing how andwhen to coach is an essential skill thatcan benefit both you and yourorganization. This three-dayworkshop will help you become abetter coach in all senses of the word.


• Learn ways to prioritize, plan, and manage your time.• Identify your primary leadership style and techniques for

maximizing that style.• Develop more flexibility to use other leadership styles.• Search for ways to overcome communication barriers.• Determine ways you can meet the needs of employees and

co-workers through communication and coaching.• Explore ways to engage in productive rather than toxic

debate, and to make conflict a powerful force for creative,well-rounded solutions to problems.


• Managing your time and energy• What makes a good leader?• Communication as a leadership tool• The commitment curve• Employee development models• Dealing with conflict and difficult issues• What successful leaders do?

Leadership Skills forSupervisors

Supervisors represent an importantforce in the economy. You have thepower to turn on or turn off theproductivity of the people who workfor you. You are the crucial interfacebetween the employee on the shopfloor or the service desk and themanagers of the organization. Thistwo-day workshop will equip you withmore experience and more skill thanthe employees you supervise,because management tends to lookfor super people to fill those roles.







• Managing your time and energy• What makes a good leader?• Communication as a leadership tool• The commitment curve• Employee development models• Dealing with conflict and difficult issues• What successful leaders do?

Leadership Skills forSupervisors

Supervisors represent an importantforce in the economy. You have thepower to turn on or turn off theproductivity of the people who workfor you. You are the crucial interfacebetween the employee on the shopfloor or the service desk and themanagers of the organization. Thistwo-day workshop will equip you withmore experience and more skill thanthe employees you supervise,because management tends to lookfor super people to fill those roles.


• Clarify roles and responsibilities of the new job.• Adjust to the new role with confidence and an assurance you can handle

the position.• Develop your skills in listening, asking questions, resolving conflict, and

giving feedback to employees.• Develop a technique for making sure you give employees instructions that

are clear and understood.• Identify some techniques to deal with employee challenges, such as

hostility, complaints, and laziness.• Understand the importance of developing good relationships with

employees and peers, so you are seen as fair and consistent.


• Pre-assignment review• Making the transition• Responsibilities of a supervisor• Setting goals• Planning for success• Listening skills• Asking questions• Giving feedback• Ask for what you want• Giving instructions• Orders, requests, and suggestions• Managing conflict• Dealing with difficult employees• Dealing with others• The reciprocal quality of relationships

The ABC’s ofSupervising Others

This three-day workshop is designedto help you overcome many of thesupervisory problems you willencounter in your first few weeks as aboss, whether you are a team leader,a project manager, or a unitcoordinator. Dealing with the manyproblems a new supervisorencounters isn’t easy, but it doesn’thave to lead to discouragement.


• Clarify roles and responsibilities of the new job.• Adjust to the new role with confidence and an assurance you can handle

the position.• Develop your skills in listening, asking questions, resolving conflict, and

giving feedback to employees.• Develop a technique for making sure you give employees instructions that

are clear and understood.• Identify some techniques to deal with employee challenges, such as

hostility, complaints, and laziness.• Understand the importance of developing good relationships with

employees and peers, so you are seen as fair and consistent.


• Pre-assignment review• Making the transition• Responsibilities of a supervisor• Setting goals• Planning for success• Listening skills• Asking questions• Giving feedback• Ask for what you want• Giving instructions• Orders, requests, and suggestions• Managing conflict• Dealing with difficult employees• Dealing with others• The reciprocal quality of relationships

The ABC’s ofSupervising Others

This three-day workshop is designedto help you overcome many of thesupervisory problems you willencounter in your first few weeks as aboss, whether you are a team leader,a project manager, or a unitcoordinator. Dealing with the manyproblems a new supervisorencounters isn’t easy, but it doesn’thave to lead to discouragement.


• You will understand the scope and nature of the supervisory position.• You will learn some ways to deal with the challenges of the role.• You will recognize the responsibilities you have as a supervisor, to yourself, to your

team, and to your organization.• You will identify key techniques to help you plan and prioritize effectively• You will acquire a basic understanding of and develop strategies for leadership,

team building, communication, and motivation and what part they play in effectivesupervision.


• Adjusting to your role• A supervisor’s responsibilities• Making plans• Setting goals• Leadership• The Situational Leadership model• Problem employees• Synergy• Trust• Team development• Communication skills• The communication process• Motivation• Orientation• Training• Providing feedback• Delegation• Dealing with conflict• Discipline

The ProfessionalNew Leader

In today’s changing workplace, manynew leaders are unsure of their rolesand responsibilities. They have littleexperience dealing with thechallenges of managing work throughothers. They haven’t had theopportunity to develop those criticalskills of planning work, leading theirgroup, and communicating with theiremployees, their colleagues, and theirmanager. This three-day workshopwill give you just that opportunity.


• You will understand the scope and nature of the supervisory position.• You will learn some ways to deal with the challenges of the role.• You will recognize the responsibilities you have as a supervisor, to yourself, to your

team, and to your organization.• You will identify key techniques to help you plan and prioritize effectively• You will acquire a basic understanding of and develop strategies for leadership,

team building, communication, and motivation and what part they play in effectivesupervision.


• Adjusting to your role• A supervisor’s responsibilities• Making plans• Setting goals• Leadership• The Situational Leadership model• Problem employees• Synergy• Trust• Team development• Communication skills• The communication process• Motivation• Orientation• Training• Providing feedback• Delegation• Dealing with conflict• Discipline

The ProfessionalNew Leader

In today’s changing workplace, manynew leaders are unsure of their rolesand responsibilities. They have littleexperience dealing with thechallenges of managing work throughothers. They haven’t had theopportunity to develop those criticalskills of planning work, leading theirgroup, and communicating with theiremployees, their colleagues, and theirmanager. This three-day workshopwill give you just that opportunity.


• Accept there are no normal or abnormal ways of reacting tochange, but that we must start from where we are.

• See change not as something to be feared and resisted but as anessential element of the world to be accepted.

• Understand that adapting to change is not technical but attitudinal.Change is not an intellectual issue but one that strikes at who youare.

• Recognize that before we can embrace the way things will be, wemay go through a process of grieving, and of letting go of the waythings used to be.

• See change as an opportunity for self-motivation and innovation.• Identify strategies for helping change be accepted and implemented

in the workplace.


• What is change?• The change cycle• The human reaction to change• The pace of change• The four room apartment• Dealing with resistance• Adapting to change• Strategies for dealing with anger• Managing stress

Change Management

Change is something that excitespeople who love opportunities forgrowth, to see and learn about newthings, or who like to shift the statusquo. Some changes, however, areharder to adjust to and lead toexpressions of resistance and anger.We can take concrete steps to makechange more palatable byunderstanding people’s hesitation,enlisting the help of others, setting upplans, and managing stressors. Thesesteps can also ensure that desiredchanges are implementedsuccessfully.

In this two-day workshop, you willlearn how to manage and cope withchange and how to help those aroundyou too.


• Accept there are no normal or abnormal ways of reacting tochange, but that we must start from where we are.

• See change not as something to be feared and resisted but as anessential element of the world to be accepted.

• Understand that adapting to change is not technical but attitudinal.Change is not an intellectual issue but one that strikes at who youare.

• Recognize that before we can embrace the way things will be, wemay go through a process of grieving, and of letting go of the waythings used to be.

• See change as an opportunity for self-motivation and innovation.• Identify strategies for helping change be accepted and implemented

in the workplace.


• What is change?• The change cycle• The human reaction to change• The pace of change• The four room apartment• Dealing with resistance• Adapting to change• Strategies for dealing with anger• Managing stress

Change Management

Change is something that excitespeople who love opportunities forgrowth, to see and learn about newthings, or who like to shift the statusquo. Some changes, however, areharder to adjust to and lead toexpressions of resistance and anger.We can take concrete steps to makechange more palatable byunderstanding people’s hesitation,enlisting the help of others, setting upplans, and managing stressors. Thesesteps can also ensure that desiredchanges are implementedsuccessfully.

In this two-day workshop, you willlearn how to manage and cope withchange and how to help those aroundyou too.


• Identify ways to gain rapport with your audience• Learn techniques to reduce nervousness and fear• Recognize how visual aids can create impact and attention• Develop techniques to create a professional presence• Learn some different ways to prepare and organize information• Prepare, practice, and present a short presentation


• Communication skills• How to edit your conversation• Appropriately sharing yourself with others• Trust• Positive self-talk• Making the most of meetings• Body language• Sticky situations• Advantages of oral presentations• Planning your presentation with PAFEO• Overcoming nervousness• The STARR pattern• Start writing!• How to limit your information• Creating an audience profile• Your speaking voice• Adding punch to your presentation• Presentation practice

Public SpeakingSurvival School

A great presenter has two uniquequalities: appropriate skills andpersonal confidence. This confidencecomes from knowing what you wantto say and being comfortable withyour communication skills.In this two day workshop, you willmaster the skills that will make you abetter speaker and presenter.





Public SpeakingSurvival School

A great presenter has two uniquequalities: appropriate skills andpersonal confidence. This confidencecomes from knowing what you wantto say and being comfortable withyour communication skills.In this two day workshop, you willmaster the skills that will make you abetter speaker and presenter.


• Quick and easy preparation methods – whether you have oneminute or one week to prepare.

• What you can do to prepare for questions before you know whatthose questions will be.

• How you can overcome the nerves that you may have whenspeaking in front of a group, particularly if the group is notsympathetic to what you have to say.

• Presentation techniques that establish your credibility and getpeople on your side.


• Getting started• Planning your presentation• Force field analysis• Understanding your audience• Controlling your jitters• Making your listener hear you• Key themes and key sentences• A plan to structure ideas• Organization methods• Our body language• Beginnings and endings• Expanding a basic plan• Practice presentations

Public SpeakingSpeaking UnderPressureSpeaking under pressure, or thinking on your feet, isbased on being able to quickly organize yourthoughts and ideas, and then being able toconvey them meaningfully to your audience tomodify their attitudes or behavior. It applies toformal speeches as well as everyday businesssituations. It requires presence of mind, goalorientation, adaptation, and judgment. It alsorequires differentiating between oral andwritten communications.

This two day workshop has been designed forthose who are in positions where they mustspeak in front of audiences that are hostile ordemanding. This material is also suitable forthose who are relatively new speakers whowant some encouragement to speak up inmeetings or who want some training beforethey begin making presentations on behalf ofthe organization. This course is aimed atimproving your skills and learning some newtechniques which will give you the persuasiveedge when you are making a presentation,fielding difficult questions, or presentingcomplex information.


• Quick and easy preparation methods – whether you have oneminute or one week to prepare.

• What you can do to prepare for questions before you know whatthose questions will be.

• How you can overcome the nerves that you may have whenspeaking in front of a group, particularly if the group is notsympathetic to what you have to say.

• Presentation techniques that establish your credibility and getpeople on your side.


• Getting started• Planning your presentation• Force field analysis• Understanding your audience• Controlling your jitters• Making your listener hear you• Key themes and key sentences• A plan to structure ideas• Organization methods• Our body language• Beginnings and endings• Expanding a basic plan• Practice presentations

Public SpeakingSpeaking UnderPressureSpeaking under pressure, or thinking on your feet, isbased on being able to quickly organize yourthoughts and ideas, and then being able toconvey them meaningfully to your audience tomodify their attitudes or behavior. It applies toformal speeches as well as everyday businesssituations. It requires presence of mind, goalorientation, adaptation, and judgment. It alsorequires differentiating between oral andwritten communications.

This two day workshop has been designed forthose who are in positions where they mustspeak in front of audiences that are hostile ordemanding. This material is also suitable forthose who are relatively new speakers whowant some encouragement to speak up inmeetings or who want some training beforethey begin making presentations on behalf ofthe organization. This course is aimed atimproving your skills and learning some newtechniques which will give you the persuasiveedge when you are making a presentation,fielding difficult questions, or presentingcomplex information.

How You Will Benefit?

• The role of goal setting in performancemanagement.

• Tools to help your employees set and achievegoals.

• A three-phase model that will help you prepareemployees for peak performance, activate theirinner motivation, and evaluate their skills.

• Motivational tools and techniques.


• The shared management model• Setting goals• Phase I (Preparation)• Phase II (Activation)• Phase III (Ongoing and Formal Evaluation)

PerformanceManagement:Managing EmployeePerformance

Inspiring someone to be their best isno easy task. Just how do you managefor optimum performance? How doyou create a motivating environmentthat encourages people to go beyondtheir best? This one-day workshopwill give you some of those skills.

How You Will Benefit?

• The role of goal setting in performancemanagement.

• Tools to help your employees set and achievegoals.

• A three-phase model that will help you prepareemployees for peak performance, activate theirinner motivation, and evaluate their skills.

• Motivational tools and techniques.


• The shared management model• Setting goals• Phase I (Preparation)• Phase II (Activation)• Phase III (Ongoing and Formal Evaluation)

PerformanceManagement:Managing EmployeePerformance

Inspiring someone to be their best isno easy task. Just how do you managefor optimum performance? How doyou create a motivating environmentthat encourages people to go beyondtheir best? This one-day workshopwill give you some of those skills.


• Recognize the importance of having a performanceappraisal process for employees.

• Understand how to work with employees to setperformance standards and goals.

• Develop skills in observing and giving feedback, listeningand asking questions, for improved performance.

• Identify an effective interview process and have theopportunity to practice the process in a supportiveatmosphere.

• Develop strategies for managing employee performance.


• The importance of performance appraisals• How to avoid stereotyping• Developing standards and goals• Documenting performance• Performance feedback and coaching• Developing an interview format• The appraisal as a two-way process• Managing employee performance• How to fire someone• Accepting criticism

Conducting EffectivePerformance Reviews

Performance reviews are an essentialcomponent of employeedevelopment. Someone once said, “Ifyou always do what you’ve alwaysdone, you’ll always get what you’vealways got.” And, remember what theGerman philosopher Goethe said:“Treat people as if they were whatthey ought to be and you help thembecome what they are capable ofbeing.” Setting goals and objectives toaim for will give supervisors andemployees a unified focus and targetsto aim for. Supervisors must also learnhow to give feedback, both positiveand negative, on a regular and timelybasis so that employees can grow anddevelop. Performance appraisalsinvolve all these activities.


• Recognize the importance of having a performanceappraisal process for employees.

• Understand how to work with employees to setperformance standards and goals.

• Develop skills in observing and giving feedback, listeningand asking questions, for improved performance.

• Identify an effective interview process and have theopportunity to practice the process in a supportiveatmosphere.

• Develop strategies for managing employee performance.


• The importance of performance appraisals• How to avoid stereotyping• Developing standards and goals• Documenting performance• Performance feedback and coaching• Developing an interview format• The appraisal as a two-way process• Managing employee performance• How to fire someone• Accepting criticism

Conducting EffectivePerformance Reviews

Performance reviews are an essentialcomponent of employeedevelopment. Someone once said, “Ifyou always do what you’ve alwaysdone, you’ll always get what you’vealways got.” And, remember what theGerman philosopher Goethe said:“Treat people as if they were whatthey ought to be and you help thembecome what they are capable ofbeing.” Setting goals and objectives toaim for will give supervisors andemployees a unified focus and targetsto aim for. Supervisors must also learnhow to give feedback, both positiveand negative, on a regular and timelybasis so that employees can grow anddevelop. Performance appraisalsinvolve all these activities.

ProfessionalWorkshopsProfessionalWorkshops


• Understand what emotional intelligence means.• Recognize how our emotional health and physical health

are related.• Learn techniques to understand, use, and appreciate the

role of emotional intelligence in the workplace.• Understand the different emotions and how to manage

them.• Create a personal vision statement.• Understand the difference between optimism and

pessimism.• Validate emotions in others.


• History of emotional intelligence• Definition of emotional intelligence• Optimism• The seven human emotions• Personal vision• Values, principles, strengths, and talents• Validating emotions in others

Emotional IntelligenceEmotional intelligence, also called EQ, isthe ability to be aware of and to manageemotions and relationships. It’s a pivotalfactor in personal and professionalsuccess. IQ will get you in the door, but itis your EQ, your ability to connect withothers and manage the emotions ofyourself and others, that will determinehow successful you are in life.

We have all worked with and listened tobrilliant people. Some of them weregreat and… well, some were not sogreat. The mean and the meek and allthose in between can teach us morethan they realize. When we look at thetruly extraordinary people who inspireand make a difference you will see thatthey do this by connecting with peopleat a personal and emotional level. Whatdifferentiated them was not their IQ buttheir EQ – their emotional intelligence.This two-day workshop will give you theEQ edge.


• Understand what emotional intelligence means.• Recognize how our emotional health and physical health

are related.• Learn techniques to understand, use, and appreciate the

role of emotional intelligence in the workplace.• Understand the different emotions and how to manage

them.• Create a personal vision statement.• Understand the difference between optimism and

pessimism.• Validate emotions in others.


• History of emotional intelligence• Definition of emotional intelligence• Optimism• The seven human emotions• Personal vision• Values, principles, strengths, and talents• Validating emotions in others

Emotional IntelligenceEmotional intelligence, also called EQ, isthe ability to be aware of and to manageemotions and relationships. It’s a pivotalfactor in personal and professionalsuccess. IQ will get you in the door, but itis your EQ, your ability to connect withothers and manage the emotions ofyourself and others, that will determinehow successful you are in life.

We have all worked with and listened tobrilliant people. Some of them weregreat and… well, some were not sogreat. The mean and the meek and allthose in between can teach us morethan they realize. When we look at thetruly extraordinary people who inspireand make a difference you will see thatthey do this by connecting with peopleat a personal and emotional level. Whatdifferentiated them was not their IQ buttheir EQ – their emotional intelligence.This two-day workshop will give you theEQ edge.


• Understand that stress is a positive, unavoidable part ofeverybody’s life.

• Recognize the symptoms that tell you when you have chronic stressoverload.

• Identify those situations in your life that cause you the greateststress.

• Identify those actions which add to your stress.• Change the situations and actions that can be changed.• Deal better with situations and actions that can’t be changed.• Create an action plan for work, home, and play to help reduce and

manage stress.


• Defining Stress and How It Affects Us• What Is Stress About?• Building a Solid Foundation• Mental Strategies• Stress at Work• Stress at Home• Time Management Tips• Drainers and Fillers

Stress Management

Today’s workforce is experiencing jobburnout and stress in epidemicproportions. Workers at all levels feelstressed out, insecure, andmisunderstood. Many people feel thedemands of the workplace, combinedwith the demands of home, havebecome too much to handle.This two-day workshop explores thecauses of such stress, and suggestsgeneral and specific stressmanagement strategies that peoplecan use every day.


• Understand that stress is a positive, unavoidable part ofeverybody’s life.

• Recognize the symptoms that tell you when you have chronic stressoverload.

• Identify those situations in your life that cause you the greateststress.

• Identify those actions which add to your stress.• Change the situations and actions that can be changed.• Deal better with situations and actions that can’t be changed.• Create an action plan for work, home, and play to help reduce and

manage stress.


• Defining Stress and How It Affects Us• What Is Stress About?• Building a Solid Foundation• Mental Strategies• Stress at Work• Stress at Home• Time Management Tips• Drainers and Fillers

Stress Management

Today’s workforce is experiencing jobburnout and stress in epidemicproportions. Workers at all levels feelstressed out, insecure, andmisunderstood. Many people feel thedemands of the workplace, combinedwith the demands of home, havebecome too much to handle.This two-day workshop explores thecauses of such stress, and suggestsgeneral and specific stressmanagement strategies that peoplecan use every day.


• Recognize how anger affects your body, your mind, andyour behavior.

• Use the five-step method to break old patterns and replacethem with a model for assertive anger.

• Use an anger log to identify your hot buttons and triggers.• Control your own emotions when faced with other

peoples’ anger.• Identify ways to help other people safely manage some of

their repressed or expressed anger.• Communicate with others in a constructive, assertive

manner.


• What is anger?• Costs and pay-offs• Using an anger log• The anger process• How does anger affect our thinking?• Understanding behavior types• Managing anger• Communication tips and tricks

Anger Management:Understanding AngerAnger is a universal experience.You don’t have to be a psychologist toknow that managing anger productivelyis something few individuals,organizations, and societies do well. Yetresearch tells us that those who domanage their anger at work are muchmore successful than those who don’t.The co-worker who can productivelyconfront his teammate about hisnegative attitude increases his team’schance of success as well as minimizesdestructive conflicts. The customerservice agent who can defuse the angrycustomer not only keeps her customersloyal but makes her own day lesstroublesome. This two-day workshop isdesigned to help give you and yourorganization that edge.


• Recognize how anger affects your body, your mind, andyour behavior.

• Use the five-step method to break old patterns and replacethem with a model for assertive anger.

• Use an anger log to identify your hot buttons and triggers.• Control your own emotions when faced with other

peoples’ anger.• Identify ways to help other people safely manage some of

their repressed or expressed anger.• Communicate with others in a constructive, assertive

manner.


• What is anger?• Costs and pay-offs• Using an anger log• The anger process• How does anger affect our thinking?• Understanding behavior types• Managing anger• Communication tips and tricks

Anger Management:Understanding AngerAnger is a universal experience.You don’t have to be a psychologist toknow that managing anger productivelyis something few individuals,organizations, and societies do well. Yetresearch tells us that those who domanage their anger at work are muchmore successful than those who don’t.The co-worker who can productivelyconfront his teammate about hisnegative attitude increases his team’schance of success as well as minimizesdestructive conflicts. The customerservice agent who can defuse the angrycustomer not only keeps her customersloyal but makes her own day lesstroublesome. This two-day workshop isdesigned to help give you and yourorganization that edge.


• Better organize yourself and your workspace for peakefficiency.

• Understand the importance of, and the most usefultechniques for, setting and achieving goals.

• Identify the right things to be doing and develop plans fordoing them.

• Learn what to delegate and how to delegate well.• Take control of things that can derail your workplace

productivity.


• The Power of a Change• Changing Our Perspective• Setting Goals• Planning Tips and Tricks• Setting a Routine• Doing it Right• Putting an End to Procrastination• Getting Organized• Organizing Your Files• Managing Your Workload

Time ManagementGet Organized forPeak Performance

Time is money, the saying goes, andlots of it gets lost in disorganizationand disruption. We also deal with aconstant barrage of technology,people, and tasks that can contributeto that disorganization. Many peoplefind that they flit from one task toanother, trying to get everythingdone. In this two-day workshop, youwill learn how to make the most ofyour time by getting a grip on yourworkflow and office space, using yourplanner effectively, and delegatingsome of your work to other people


• Better organize yourself and your workspace for peakefficiency.

• Understand the importance of, and the most usefultechniques for, setting and achieving goals.

• Identify the right things to be doing and develop plans fordoing them.

• Learn what to delegate and how to delegate well.• Take control of things that can derail your workplace

productivity.


• The Power of a Change• Changing Our Perspective• Setting Goals• Planning Tips and Tricks• Setting a Routine• Doing it Right• Putting an End to Procrastination• Getting Organized• Organizing Your Files• Managing Your Workload

Time ManagementGet Organized forPeak Performance

Time is money, the saying goes, andlots of it gets lost in disorganizationand disruption. We also deal with aconstant barrage of technology,people, and tasks that can contributeto that disorganization. Many peoplefind that they flit from one task toanother, trying to get everythingdone. In this two-day workshop, youwill learn how to make the most ofyour time by getting a grip on yourworkflow and office space, using yourplanner effectively, and delegatingsome of your work to other people


• Define and create a Work Breakdown Structure.• Identify and understand task relationships.• Estimate task durations and determine project duration.• Construct a network diagram.• Calculate the critical path of a project.• Use the Program Evaluation and Review Technique (PERT) to create

estimates.• Plan for risks.• Create a communication plan.• Effectively allocate project resources.• Update and monitor the project schedule.


• Projects and schedules• The Work Breakdown Structure (WBS)• Estimating activity durations• Identifying task dependencies• Aligning resources with activities• Project planning• Scheduling software• Uncertainty and risk management• Communication• Creating a viable schedule• Updating and monitoring the schedule

Effective Planning &Scheduling

As project managers and leads, we allknow how difficult it can be toaccurately determine the duration ofa project, yet that is exactly what isexpected of us on a regular basis. Thistwo-day workshop will not disclosethe secret of creating an accurateschedule, because there isn’t one.However, it will provide the factorsand fundamental elements that youshould consider and address whencreating any type of schedule.

Participants should complete theIntermediate Project Managementworkshop prior to this course, or haveequivalent knowledge.


• Define and create a Work Breakdown Structure.• Identify and understand task relationships.• Estimate task durations and determine project duration.• Construct a network diagram.• Calculate the critical path of a project.• Use the Program Evaluation and Review Technique (PERT) to create

estimates.• Plan for risks.• Create a communication plan.• Effectively allocate project resources.• Update and monitor the project schedule.


• Projects and schedules• The Work Breakdown Structure (WBS)• Estimating activity durations• Identifying task dependencies• Aligning resources with activities• Project planning• Scheduling software• Uncertainty and risk management• Communication• Creating a viable schedule• Updating and monitoring the schedule

Effective Planning &Scheduling

As project managers and leads, we allknow how difficult it can be toaccurately determine the duration ofa project, yet that is exactly what isexpected of us on a regular basis. Thistwo-day workshop will not disclosethe secret of creating an accurateschedule, because there isn’t one.However, it will provide the factorsand fundamental elements that youshould consider and address whencreating any type of schedule.

Participants should complete theIntermediate Project Managementworkshop prior to this course, or haveequivalent knowledge.


• Clearly identify how delegation fits into your job and how it canmake you more successful.

• Identify different ways of delegating tasks.• Use an eight-step process for effective delegation.• Give better instructions for better delegation results.• Ask better questions and listen more effectively.• Recognize common delegation pitfalls and how to avoid them.• Test your delegation skills.


• What is delegation?• Why delegate?• Picking the right person• The delegation meeting• Levels of authority• Giving instructions• Communication skills• Monitoring delegation• Practicing delegation• Giving feedback• Becoming a good delegator

The Art of DelegatingEffectively

Delegation is often one of the hardestskills for a manager to master.However, the skill can be learned.This two-day workshop will exploremany of the facets of delegation:when to delegate, and who todelegate to. We will also go throughthe delegation process step by step,to see where the pitfalls lie, and whatwe can do about getting around them.


• Clearly identify how delegation fits into your job and how it canmake you more successful.

• Identify different ways of delegating tasks.• Use an eight-step process for effective delegation.• Give better instructions for better delegation results.• Ask better questions and listen more effectively.• Recognize common delegation pitfalls and how to avoid them.• Test your delegation skills.


• What is delegation?• Why delegate?• Picking the right person• The delegation meeting• Levels of authority• Giving instructions• Communication skills• Monitoring delegation• Practicing delegation• Giving feedback• Becoming a good delegator

The Art of DelegatingEffectively

Delegation is often one of the hardestskills for a manager to master.However, the skill can be learned.This two-day workshop will exploremany of the facets of delegation:when to delegate, and who todelegate to. We will also go throughthe delegation process step by step,to see where the pitfalls lie, and whatwe can do about getting around them.


• Identify common communication problems that may beholding you back.

• Develop skills to ask questions that give you informationyou need.

• Learn what your non-verbal messages are telling others.• Develop skills in listening actively and empathetically to

others.• Enhance your ability to handle difficult situations.• Deal with situations assertively.


• Creating positive relationships• Growing our self-awareness• Communication basics and barriers• Asking questions and listening skills• Body language• Communication styles• Creating a positive self-image

CommunicationStrategies

Have you ever wondered why itseems so difficult to talk with somepeople and so easy to talk withothers? Can you recall an occasionwhere you met someone for the firsttime and immediately liked thatperson? Something about theindividual made you feel comfortable.

A major goal of this three-dayworkshop is to help you understandthe impact your communication skillshave on other people. You will alsoexplore how improving these skillscan make it easier for you to get alongin the workplace, and in life.


• Identify common communication problems that may beholding you back.

• Develop skills to ask questions that give you informationyou need.

• Learn what your non-verbal messages are telling others.• Develop skills in listening actively and empathetically to

others.• Enhance your ability to handle difficult situations.• Deal with situations assertively.


• Creating positive relationships• Growing our self-awareness• Communication basics and barriers• Asking questions and listening skills• Body language• Communication styles• Creating a positive self-image

CommunicationStrategies

Have you ever wondered why itseems so difficult to talk with somepeople and so easy to talk withothers? Can you recall an occasionwhere you met someone for the firsttime and immediately liked thatperson? Something about theindividual made you feel comfortable.

A major goal of this three-dayworkshop is to help you understandthe impact your communication skillshave on other people. You will alsoexplore how improving these skillscan make it easier for you to get alongin the workplace, and in life.


• Understand how often we all negotiate and the benefits of goodnegotiation skills.

• Recognize the importance of preparing for the negotiation process,regardless of the circumstances.

• Identify the various negotiation styles and their advantages anddisadvantages.

• Develop strategies for dealing with tough or unfair tactics.• Gain skill in developing alternatives and recognizing options.• Have the opportunity to practice the “how to” of these skills in a

supportive environment.• Understand basic negotiation principles, including BATNA, WATNA, WAP,

and the ZOPA.


• What is Negotiation?• The Successful Negotiator• Preparing for Negotiation• The Nuts and Bolts• Making the Right Impression• Getting off to a Good Start• Exchanging Information• The Bargaining Stage• Inventing Options for Mutual Gain• Getting Past No and Getting to Yes• Dealing with Negative Emotions• Moving from Bargaining to Closing• The Closing Stage

Negotiating For Results

People who can master the art ofnegotiation find they can save time, savemoney, develop a higher degree ofsatisfaction with outcomes at home andat work, and earn greater respect in theworkplace.

Negotiating is a fundamental fact of lifeat any level. Whether you are workingon a project or fulfilling support duties,this three- day workshop will provideyou with a basic comfort level tonegotiate with both internal andexternal clients. This interactiveworkshop includes techniques topromote effective communications andgives you techniques for turning face-to-face confrontation into side-by-sideproblem solving.


• Understand how often we all negotiate and the benefits of goodnegotiation skills.

• Recognize the importance of preparing for the negotiation process,regardless of the circumstances.

• Identify the various negotiation styles and their advantages anddisadvantages.

• Develop strategies for dealing with tough or unfair tactics.• Gain skill in developing alternatives and recognizing options.• Have the opportunity to practice the “how to” of these skills in a

supportive environment.• Understand basic negotiation principles, including BATNA, WATNA, WAP,

and the ZOPA.


• What is Negotiation?• The Successful Negotiator• Preparing for Negotiation• The Nuts and Bolts• Making the Right Impression• Getting off to a Good Start• Exchanging Information• The Bargaining Stage• Inventing Options for Mutual Gain• Getting Past No and Getting to Yes• Dealing with Negative Emotions• Moving from Bargaining to Closing• The Closing Stage

Negotiating For Results

People who can master the art ofnegotiation find they can save time, savemoney, develop a higher degree ofsatisfaction with outcomes at home andat work, and earn greater respect in theworkplace.

Negotiating is a fundamental fact of lifeat any level. Whether you are workingon a project or fulfilling support duties,this three- day workshop will provideyou with a basic comfort level tonegotiate with both internal andexternal clients. This interactiveworkshop includes techniques topromote effective communications andgives you techniques for turning face-to-face confrontation into side-by-sideproblem solving.


• Understand conflict.• Be able to identify the stages of conflict.• Use LECSR to resolve conflict.• Identify other ways to resolve conflict.• Develop personal skills necessary to resolve conflict.


• Defining conflict• Types of conflict• Benefits of conflict• Costs of conflict• The role of anger in conflict• The five stages of conflict• The LECSR tool• Setting norms and rules• Seven steps to ironing things out• Using mediation and facilitation• Confrontational facilitation• Managing differences collaboratively• Asking questions• Listening skills• Non-verbal communication• Problem solving tools• Managing anger and stress• Stress management techniques• Stress management through positive self-talk

Conflict Resolution

There are two major myths aboutconflict: that it always involves angerand that it's always negative. Conflictcan actually be a positive tool forgrowth if you know how to manage itproperly. This two-day workshop willteach participants just how to do that.


• Understand conflict.• Be able to identify the stages of conflict.• Use LECSR to resolve conflict.• Identify other ways to resolve conflict.• Develop personal skills necessary to resolve conflict.


• Defining conflict• Types of conflict• Benefits of conflict• Costs of conflict• The role of anger in conflict• The five stages of conflict• The LECSR tool• Setting norms and rules• Seven steps to ironing things out• Using mediation and facilitation• Confrontational facilitation• Managing differences collaboratively• Asking questions• Listening skills• Non-verbal communication• Problem solving tools• Managing anger and stress• Stress management techniques• Stress management through positive self-talk

Conflict Resolution

There are two major myths aboutconflict: that it always involves angerand that it's always negative. Conflictcan actually be a positive tool forgrowth if you know how to manage itproperly. This two-day workshop willteach participants just how to do that.


• Recognize how your own attitudes and actions impactothers.

• Find new and effective techniques for dealing with difficultpeople.

• Learn some techniques for managing and dealing withanger.

• Develop coping strategies for dealing with difficult peopleand difficult situations.


• Conflict as communication• Benefits of confrontation• Preventing problems• Getting focused• Dealing with anger (yours and others)• Dealing with problems• The three step conflict resolution model• Changing yourself• Why don’t people do what they are supposed to?• De-stress options to use when things get ugly

Conflict Management:Dealing With DifficultPeople

Success in dealing with conflict comesfrom understanding how we behave,as well as how we can influenceothers. If we approach difficulties asneeding to take place in one or aseries of conversations, and weapproach those conversations with aplan, we will find that we have lessdifficult people to deal with. Moreoften than not, we will also havemore meaningful and significantconversations. In this two-dayworkshop, you will learn how to turndifficult situations into opportunitiesfor growth.


• Recognize how your own attitudes and actions impactothers.

• Find new and effective techniques for dealing with difficultpeople.

• Learn some techniques for managing and dealing withanger.

• Develop coping strategies for dealing with difficult peopleand difficult situations.


• Conflict as communication• Benefits of confrontation• Preventing problems• Getting focused• Dealing with anger (yours and others)• Dealing with problems• The three step conflict resolution model• Changing yourself• Why don’t people do what they are supposed to?• De-stress options to use when things get ugly

Conflict Management:Dealing With DifficultPeople

Success in dealing with conflict comesfrom understanding how we behave,as well as how we can influenceothers. If we approach difficulties asneeding to take place in one or aseries of conversations, and weapproach those conversations with aplan, we will find that we have lessdifficult people to deal with. Moreoften than not, we will also havemore meaningful and significantconversations. In this two-dayworkshop, you will learn how to turndifficult situations into opportunitiesfor growth.

How You Will Benefit :






• Choosing to have the conversation• Toolkit for successful conversations• Choosing the time and place• Framework for difficult conversations• Conversation template• Staying safe• Role play practice

Managing DifficultConversations

Managing Difficult ConversationsWe have so many interactions in therun of a day, it’s reasonable to expectthat some of them are going to bedifficult. Whether these areconversations that you have inperson, or you manage a virtual teamand need to speak with someone inanother city, there are things that youcan do to make these conversationsgo smoothly. This three-day workshopwill give you the tools to managedifficult conversations and get thebest results possible out of them.







• Choosing to have the conversation• Toolkit for successful conversations• Choosing the time and place• Framework for difficult conversations• Conversation template• Staying safe• Role play practice

Managing DifficultConversations

Managing Difficult ConversationsWe have so many interactions in therun of a day, it’s reasonable to expectthat some of them are going to bedifficult. Whether these areconversations that you have inperson, or you manage a virtual teamand need to speak with someone inanother city, there are things that youcan do to make these conversationsgo smoothly. This three-day workshopwill give you the tools to managedifficult conversations and get thebest results possible out of them.


• How to apply problem solving steps and tools.• How to analyze information to clearly describe problems.• How to identify appropriate solutions.• Ways to think creatively and be a contributing member of a

problem solving team.• How to select the best approach for making decisions.• How to create a plan for implementing, evaluating, and

following up on decisions.• Ways to avoid common decision-making mistakes.


• Problem-solving definitions• Making decisions• Problem solving model and toolkit• Getting into It• SWOT Analysis• Making good group decisions• Analyzing and selecting solutions• Planning and organizing• Many hands-on case studies and exercises

Problem Solving andDecision MakingWe make decisions and solve problemscontinually. We start making decisionsbefore we even get out of bed (shall I get upnow or not?). Sometimes, we will havemade as many as 50 decisions by the timewe leave for work. Despite all the naturaldecision making that goes on and theproblem solving we do, some people arevery uncomfortable with having to makedecisions. You may know someone who hasa hard time making decisions about what toeat, never mind the internal wrestling theygo through in order to take on majordecisions at work. Likewise, we’ve probablyall looked at a solution to something andsaid, “I could have thought of that.” The keyto finding creative solutions is not justcreativity, although that will certainly help.The answer rests in our ability to identifyoptions, research them, and then put thingstogether in a way that works. Having aprocess to work through can take theanxiety out of problem solving and makedecisions easier. That’s what this two-dayworkshop is all about.


• How to apply problem solving steps and tools.• How to analyze information to clearly describe problems.• How to identify appropriate solutions.• Ways to think creatively and be a contributing member of a

problem solving team.• How to select the best approach for making decisions.• How to create a plan for implementing, evaluating, and

following up on decisions.• Ways to avoid common decision-making mistakes.


• Problem-solving definitions• Making decisions• Problem solving model and toolkit• Getting into It• SWOT Analysis• Making good group decisions• Analyzing and selecting solutions• Planning and organizing• Many hands-on case studies and exercises

Problem Solving andDecision MakingWe make decisions and solve problemscontinually. We start making decisionsbefore we even get out of bed (shall I get upnow or not?). Sometimes, we will havemade as many as 50 decisions by the timewe leave for work. Despite all the naturaldecision making that goes on and theproblem solving we do, some people arevery uncomfortable with having to makedecisions. You may know someone who hasa hard time making decisions about what toeat, never mind the internal wrestling theygo through in order to take on majordecisions at work. Likewise, we’ve probablyall looked at a solution to something andsaid, “I could have thought of that.” The keyto finding creative solutions is not justcreativity, although that will certainly help.The answer rests in our ability to identifyoptions, research them, and then put thingstogether in a way that works. Having aprocess to work through can take theanxiety out of problem solving and makedecisions easier. That’s what this two-dayworkshop is all about.


• Understand the value of meetings as a management tool.• Recognize the critical planning step that makes meeting

time more effective.• Identify process tools that can help create an open and

safe forum for discussion.• Develop and practice techniques for handling

counterproductive behavior.


• The basics for effective meetings• The best and the worst of meetings• Holding productive meetings• Preparing for meetings• Agendas• Setting the place• Leading a meeting• Process and content• Process tools, including DeBono’s

thinking hats, rules of work, and facilitation skills• How to control a meeting• A plan for success

MeetingManagement: The Artof Making MeetingsWork

Meetings come in all shapes and sizes,from the convention to a quick huddlein an office hallway. This one-dayworkshop will be concerned withsmall working meetings; with groupsthat have a job to do requiring theenergy, commitment, and talents ofthose who participate.


• Understand the value of meetings as a management tool.• Recognize the critical planning step that makes meeting

time more effective.• Identify process tools that can help create an open and

safe forum for discussion.• Develop and practice techniques for handling

counterproductive behavior.


• The basics for effective meetings• The best and the worst of meetings• Holding productive meetings• Preparing for meetings• Agendas• Setting the place• Leading a meeting• Process and content• Process tools, including DeBono’s

thinking hats, rules of work, and facilitation skills• How to control a meeting• A plan for success

MeetingManagement: The Artof Making MeetingsWork

Meetings come in all shapes and sizes,from the convention to a quick huddlein an office hallway. This one-dayworkshop will be concerned withsmall working meetings; with groupsthat have a job to do requiring theenergy, commitment, and talents ofthose who participate.


• Understand the importance of professional presence onthe job.

• How to self-manage to become more effective andefficient.

• Improved communications skills, including listening,questioning, and being more assertive.

• Increased effectiveness in recognizing and managingconflict, and dealing with difficult people.


• Personal best, professional best• Putting others at ease• Distorted thinking• The steps to feeling good• Understanding and improving your assertiveness• Communication skills (written, verbal, non-verbal)• Self-management• Setting goals• Working as a team and with difficult people• Learning to say no• Dealing with stress

Skills for theAdministrativeAssistant

Work is not the only thing thatmatters in life, but most of us want totake pride in what we do. While wedon’t have to like the people we workwith, or report to, at the very least weshould be able to interact positivelywith them. The biggest influence onjob satisfaction is our relationshipwith others. Our work should not be aburden to us and our offices shouldn’tbe battlefields. We are human beingsworking with other human beings.This three-day workshop is aboutworking to the best of your abilities,and encouraging the best in thosewho work with you, or for you.


• Understand the importance of professional presence onthe job.

• How to self-manage to become more effective andefficient.

• Improved communications skills, including listening,questioning, and being more assertive.

• Increased effectiveness in recognizing and managingconflict, and dealing with difficult people.


• Personal best, professional best• Putting others at ease• Distorted thinking• The steps to feeling good• Understanding and improving your assertiveness• Communication skills (written, verbal, non-verbal)• Self-management• Setting goals• Working as a team and with difficult people• Learning to say no• Dealing with stress

Skills for theAdministrativeAssistant

Work is not the only thing thatmatters in life, but most of us want totake pride in what we do. While wedon’t have to like the people we workwith, or report to, at the very least weshould be able to interact positivelywith them. The biggest influence onjob satisfaction is our relationshipwith others. Our work should not be aburden to us and our offices shouldn’tbe battlefields. We are human beingsworking with other human beings.This three-day workshop is aboutworking to the best of your abilities,and encouraging the best in thosewho work with you, or for you.

PersonalDevelopment

Workshops

PersonalDevelopmentWorkshops


• Recognize that you have worth and are worthy ofhappiness.

• Develop techniques for eliminating unhealthy thoughtpatterns and replacing them with supportive patterns.

• Learn how to turn negative thoughts into positivethoughts.

• Learn how to make requests so that you get what youwant.

• Set goals that reflect your dreams and desires andreinforce healthy patterns.


• What is self-esteem?• Improving self-esteem• Building self-esteem• Increasing our self-esteem• Esteemed confidence• The power of thought• Ask for what you want• Create what you want

Building Your Self-Esteem andAssertiveness Skills

A healthy self-esteem is essential forgrowth and achieving success. Of allthe judgments you make in life, noneis as important as the one you makeabout yourself. Without somemeasure of self-worth, life can bepainful and unrelenting.In this two-day workshop, you willdiscover some techniques that candramatically change how you feelabout yourself, and how youapproach the world to get the thingsthat you want..


• Recognize that you have worth and are worthy ofhappiness.

• Develop techniques for eliminating unhealthy thoughtpatterns and replacing them with supportive patterns.

• Learn how to turn negative thoughts into positivethoughts.

• Learn how to make requests so that you get what youwant.

• Set goals that reflect your dreams and desires andreinforce healthy patterns.


• What is self-esteem?• Improving self-esteem• Building self-esteem• Increasing our self-esteem• Esteemed confidence• The power of thought• Ask for what you want• Create what you want

Building Your Self-Esteem andAssertiveness Skills

A healthy self-esteem is essential forgrowth and achieving success. Of allthe judgments you make in life, noneis as important as the one you makeabout yourself. Without somemeasure of self-worth, life can bepainful and unrelenting.In this two-day workshop, you willdiscover some techniques that candramatically change how you feelabout yourself, and how youapproach the world to get the thingsthat you want..


• Identify what motivation is.• Learn about common motivational theories and how to

apply them.• Learn when to use the carrot, the whip, and the plant.• Discover how fear and desire affect employee motivation.• Explore ways to create a motivational climate and design a

motivating job.


• What is motivation?• Supervising and motivation• Motivational theories• The carrot, the whip, and the plant• Fear and desire• Setting goals• The role of values• Creating a motivational climate• The expectancy theory• Designing a motivational job• A motivational checklist

Motivation Training:Motivating YourWorkforce

It’s no secret. Employees who feelthey are valued and recognized forthe work they do are more motivated,responsible, and productive. This is abusy two-day workshop to helpsupervisors and managers create amore dynamic, loyal, and energizedworkplace. This program is designedspecifically to help busy managersand supervisors understand whatemployees want and to provide themwith a starting point for creatingchampions.


• Identify what motivation is.• Learn about common motivational theories and how to

apply them.• Learn when to use the carrot, the whip, and the plant.• Discover how fear and desire affect employee motivation.• Explore ways to create a motivational climate and design a

motivating job.


• What is motivation?• Supervising and motivation• Motivational theories• The carrot, the whip, and the plant• Fear and desire• Setting goals• The role of values• Creating a motivational climate• The expectancy theory• Designing a motivational job• A motivational checklist

Motivation Training:Motivating YourWorkforce

It’s no secret. Employees who feelthey are valued and recognized forthe work they do are more motivated,responsible, and productive. This is abusy two-day workshop to helpsupervisors and managers create amore dynamic, loyal, and energizedworkplace. This program is designedspecifically to help busy managersand supervisors understand whatemployees want and to provide themwith a starting point for creatingchampions.


• Distinguish facilitation from instruction and training.• Identify the competencies linked to effective small group

facilitation.• Understand the different between content and process.• Identify the four stages of team development and ways to help

teams through each stage.• Use common process tools to make meetings easier and more

productive.


• What is a Facilitator?• Types of Groups• Content and Process• Group Norms• Types of Thinking• Facilitating an Open Discussion• Controversial Issues• Listening for Common Ground• Common Facilitation Techniques• The Language of Facilitation• Dealing with Difficult Dynamics• Interventions• Sustainable Agreements• Stages of Team Development• Analysis Tools

Facilitation SkillsIt is impossible to be part of an organizationtoday and not attend meetings. Staffmeetings, project meetings, planning andcoordinating meetings—they all take time.

There has been a growing realization thatwe have to pay attention to the processelements of meetings, if we want them tobe effective. With its focus on asking ratherthan telling, and listening to buildconsensus, facilitation is the new leadershipideal, the core competency everybodyneeds. Managers and supervisors are oftenasked to facilitate rather than instruct ormanage their meetings and trainingsessions.

This workshop has been created to makecore facilitation skills better understood andreadily available for your organization. Itrepresents materials and ideas that havebeen tested and refined over twenty yearsof active facilitation in all types of settings.


• Distinguish facilitation from instruction and training.• Identify the competencies linked to effective small group

facilitation.• Understand the different between content and process.• Identify the four stages of team development and ways to help

teams through each stage.• Use common process tools to make meetings easier and more

productive.


• What is a Facilitator?• Types of Groups• Content and Process• Group Norms• Types of Thinking• Facilitating an Open Discussion• Controversial Issues• Listening for Common Ground• Common Facilitation Techniques• The Language of Facilitation• Dealing with Difficult Dynamics• Interventions• Sustainable Agreements• Stages of Team Development• Analysis Tools

Facilitation SkillsIt is impossible to be part of an organizationtoday and not attend meetings. Staffmeetings, project meetings, planning andcoordinating meetings—they all take time.

There has been a growing realization thatwe have to pay attention to the processelements of meetings, if we want them tobe effective. With its focus on asking ratherthan telling, and listening to buildconsensus, facilitation is the new leadershipideal, the core competency everybodyneeds. Managers and supervisors are oftenasked to facilitate rather than instruct ormanage their meetings and trainingsessions.

This workshop has been created to makecore facilitation skills better understood andreadily available for your organization. Itrepresents materials and ideas that havebeen tested and refined over twenty yearsof active facilitation in all types of settings.





Presentation Skills

A great presenter has two uniquequalities: appropriate skills andpersonal confidence. This confidencecomes from knowing what you wantto say and being comfortable withyour communication skills.In this three-day workshop, you willmaster the skills that will make you abetter speaker and presenter.





Presentation Skills

A great presenter has two uniquequalities: appropriate skills andpersonal confidence. This confidencecomes from knowing what you wantto say and being comfortable withyour communication skills.In this three-day workshop, you willmaster the skills that will make you abetter speaker and presenter.


• Understand the essential background for trainers to have• Explore how being genuine enhances training• Identify the elements of good questions• Understand how to apply listening skills• Develop rapport building strategies• Describe the essentials of presentation skills


• What Makes a Good Trainer?• Projecting the Right Image• Being Genuine• Acting Assertively vs. Aggressively• Asking the Right Questions to Get the Right Answers• Listening• Connecting With People• Presentation Skills• Essentials for Success• Do’s and Don’ts for New Trainers

Train The Trainer

Few people choose training anddevelopment while they are still in school,and yet there are talented andknowledgeable trainers working in everyindustry. Some individuals become trainersbecause they are passionate about sharingtheir knowledge and about helping people.Others become trainers because theiremployer asks them to get involved inmentoring, training, or coaching new orexisting employees. Trainers also get startedwhen they want to make some changes totheir daily activities, but wish to continuecontributing to a particular organization orindustry. If you are thinking aboutbecoming a trainer, or have started doingsome training already and what to knowmore about what will help you to becomean excellent trainer, this workshop will help.This three-day workshop is designed as anexploration of the essential skills thattrainers need to develop, and to get youstarted on the learning process in aninteractive and fun environment.


• Understand the essential background for trainers to have• Explore how being genuine enhances training• Identify the elements of good questions• Understand how to apply listening skills• Develop rapport building strategies• Describe the essentials of presentation skills


• What Makes a Good Trainer?• Projecting the Right Image• Being Genuine• Acting Assertively vs. Aggressively• Asking the Right Questions to Get the Right Answers• Listening• Connecting With People• Presentation Skills• Essentials for Success• Do’s and Don’ts for New Trainers

Train The Trainer

Few people choose training anddevelopment while they are still in school,and yet there are talented andknowledgeable trainers working in everyindustry. Some individuals become trainersbecause they are passionate about sharingtheir knowledge and about helping people.Others become trainers because theiremployer asks them to get involved inmentoring, training, or coaching new orexisting employees. Trainers also get startedwhen they want to make some changes totheir daily activities, but wish to continuecontributing to a particular organization orindustry. If you are thinking aboutbecoming a trainer, or have started doingsome training already and what to knowmore about what will help you to becomean excellent trainer, this workshop will help.This three-day workshop is designed as anexploration of the essential skills thattrainers need to develop, and to get youstarted on the learning process in aninteractive and fun environment.


• Recognize the importance of considering the participantsand their training needs, including the different learningstyles and adult learning principles.

• Know how to write objectives and evaluate whether theseobjectives have been met at the end of a training session.

• Develop an effective training style, using appropriatetraining aids and techniques.

• Conduct a short group training session that incorporatesthese training concepts.


• Successful training programs• Adult learning principles• Learning styles• Training objectives• Effective trainers versus ineffective trainers• Training aids• Training techniques• The training cycle• Presentation skills• Using visual aids• Dealing with difficult trainees• Evaluating your training

The Practical Trainer

If you do on the job training in yourorganization, this three-day workshopcan help you feel more comfortableand more competent. You will explorehow adults learn and take a step-by-step approach to create trainingsessions that meet employee needsand you will have the opportunity topractice these skills in a safeenvironment. Training results are tooimportant to leave to chance. Registertoday, so you will be prepared whenyou are asked to stand and deliver.


• Recognize the importance of considering the participantsand their training needs, including the different learningstyles and adult learning principles.

• Know how to write objectives and evaluate whether theseobjectives have been met at the end of a training session.

• Develop an effective training style, using appropriatetraining aids and techniques.

• Conduct a short group training session that incorporatesthese training concepts.


• Successful training programs• Adult learning principles• Learning styles• Training objectives• Effective trainers versus ineffective trainers• Training aids• Training techniques• The training cycle• Presentation skills• Using visual aids• Dealing with difficult trainees• Evaluating your training

The Practical Trainer

If you do on the job training in yourorganization, this three-day workshopcan help you feel more comfortableand more competent. You will explorehow adults learn and take a step-by-step approach to create trainingsessions that meet employee needsand you will have the opportunity topractice these skills in a safeenvironment. Training results are tooimportant to leave to chance. Registertoday, so you will be prepared whenyou are asked to stand and deliver.


• Enhance your understanding of learning styles & how to accommodate alllearning styles in the classroom

• Understand the key principles of effective communication in a workshop setting• Use a variety of training techniques to stimulate participation• Develop a plan and prepare for an effective training session• Understand the different levels of evaluation and when to use each• Understand how and when to add fun and humor to your training session• Identify advanced interventions for difficult situations• Practice the skills needed for a team presentation


• Preparing to learn• Understanding learning• Competencies for adult educators• Accommodating learning preferences• Adult learning• The art of facilitation• Planning a workshop• Visual aids• Your role as an effective communicator• Questioning as a training technique• Kirkpatrick’s levels of evaluation• On-the-job support• Dealing with difficult situations• Adding some fun• Team teaching• Training preparation and presentations

Advanced Skills ForThe Practical TrainerBehind every spectacular training sessionis a lot of preparation and meticulousattention to detail. The truly skilledtrainer can make a program exciting. Thelearners will have fun while they arelearning. The facilitator has been able toinvolve their emotions as well as theirminds. You will see the involvement, andyou will feel the energy.

To reach this stage as an adult educatorisn’t always easy, but success isn’t justfor the naturally gifted. It is possible forall of us who put effort into our personalgrowth and development, because wewant the enormous satisfaction thatcomes from working with others to helpthem reach their potential as humanbeings. This three-day workshop is yourstart to that goal.


• Enhance your understanding of learning styles & how to accommodate alllearning styles in the classroom

• Understand the key principles of effective communication in a workshop setting• Use a variety of training techniques to stimulate participation• Develop a plan and prepare for an effective training session• Understand the different levels of evaluation and when to use each• Understand how and when to add fun and humor to your training session• Identify advanced interventions for difficult situations• Practice the skills needed for a team presentation


• Preparing to learn• Understanding learning• Competencies for adult educators• Accommodating learning preferences• Adult learning• The art of facilitation• Planning a workshop• Visual aids• Your role as an effective communicator• Questioning as a training technique• Kirkpatrick’s levels of evaluation• On-the-job support• Dealing with difficult situations• Adding some fun• Team teaching• Training preparation and presentations

Advanced Skills ForThe Practical TrainerBehind every spectacular training sessionis a lot of preparation and meticulousattention to detail. The truly skilledtrainer can make a program exciting. Thelearners will have fun while they arelearning. The facilitator has been able toinvolve their emotions as well as theirminds. You will see the involvement, andyou will feel the energy.

To reach this stage as an adult educatorisn’t always easy, but success isn’t justfor the naturally gifted. It is possible forall of us who put effort into our personalgrowth and development, because wewant the enormous satisfaction thatcomes from working with others to helpthem reach their potential as humanbeings. This three-day workshop is yourstart to that goal.


• At the end of this two day course, participants will be able to:• Describe the essential elements of a training program• Apply different methodologies to program design• Demonstrate skills in preparation, research, and delivery of strong

content• Explain an instructional model• Be prepared to create a training program proposal


• Program design• Identifying needs• The training model• The program’s basic outline• Evaluation strategies• Defining your approach• Researching and developing content• Pre-assignments in training• Choosing openings and energizers• Training instruments, assessments, & tools• Creating supporting materials• Testing the program• Creating proposals• Building rapport• Pulling it all together

Developing YourTraining Program

Training is an essential element ofdevelopment in any organization.Being knowledgeable and continuingto learn throughout your career canmake you a very valuable asset. Wealso know that training andorientation for newly hiredemployees is a key factor in retention.This two-day workshop is designed fora trainer who wants to developtraining programs that aremeaningful, practical, and will benefitboth trainees and the organizationsthey work for.


• At the end of this two day course, participants will be able to:• Describe the essential elements of a training program• Apply different methodologies to program design• Demonstrate skills in preparation, research, and delivery of strong

content• Explain an instructional model• Be prepared to create a training program proposal


• Program design• Identifying needs• The training model• The program’s basic outline• Evaluation strategies• Defining your approach• Researching and developing content• Pre-assignments in training• Choosing openings and energizers• Training instruments, assessments, & tools• Creating supporting materials• Testing the program• Creating proposals• Building rapport• Pulling it all together

Developing YourTraining Program

Training is an essential element ofdevelopment in any organization.Being knowledgeable and continuingto learn throughout your career canmake you a very valuable asset. Wealso know that training andorientation for newly hiredemployees is a key factor in retention.This two-day workshop is designed fora trainer who wants to developtraining programs that aremeaningful, practical, and will benefitboth trainees and the organizationsthey work for.


• Understand how training can include the use ofhumor and games

• Explore different types of games• Identify methods to elicit participant buy-in• Understand humor principles in adult learning• Troubleshoot when games go badly• Develop your own games


• Adult learning principles• Let’s have some fun!• Obtaining buy-in• Choosing the right game• When games go badly• Using humor in training• Wavy lines• Quick and easy games• How to create a game

Using Activities ToMake Training Fun

Most people have been at a party orsome other social occasion wheresomeone has told an inappropriatejoke and ruined the mood (at leasttemporarily). Likewise, we’ve all beensomewhere where the class clown isable to lighten the mood and helppeople have fun. The good news isthat humor can help you make yourtraining sessions just as engaging asthose fun social occasions. Evenbetter, you don’t need to be the classclown or an award winning comedianto do it. This one-day workshop willhelp you identify what kind of humoryou can bring to the classroom, andhow games can help you engage yourparticipants.


• Understand how training can include the use ofhumor and games

• Explore different types of games• Identify methods to elicit participant buy-in• Understand humor principles in adult learning• Troubleshoot when games go badly• Develop your own games


• Adult learning principles• Let’s have some fun!• Obtaining buy-in• Choosing the right game• When games go badly• Using humor in training• Wavy lines• Quick and easy games• How to create a game

Using Activities ToMake Training Fun

Most people have been at a party orsome other social occasion wheresomeone has told an inappropriatejoke and ruined the mood (at leasttemporarily). Likewise, we’ve all beensomewhere where the class clown isable to lighten the mood and helppeople have fun. The good news isthat humor can help you make yourtraining sessions just as engaging asthose fun social occasions. Evenbetter, you don’t need to be the classclown or an award winning comedianto do it. This one-day workshop willhelp you identify what kind of humoryou can bring to the classroom, andhow games can help you engage yourparticipants.


• Understand the difference between ethics and morals• Understand the value of ethics• Identify some of your values and moral principles• Be familiar with some philosophical approaches to ethical

decisions• Identify some ways to improve ethics in your office• Know what is required to start developing an office code of

ethics• Know some ways to avoid ethical dilemmas• Have some tools to help you make better decisions


• The definition of ethics and morals• Identification of your values• Kohlberg’s six stages of moral development• Basic philosophical approaches• Core decision-making tools• Tools specific to ethical decision making• 22 golden keys to an ethical office• Dilemmas with co-workers, supervisors, clients, and company

policy• How to avoid dilemmas• Recovering from a mistake

Business Ethics forthe OfficeWhat exactly makes a decision ethical?The problem with ethics is that whatmay seem morally right (or ethical) toone person may seem appalling toanother.

This two-day workshop will not provideyou with an easy way to solve everyethical decision you will ever have tomake. It will, however, help you defineyour ethical framework to make solvingthose ethical dilemmas easier. We’ll alsolook at some tools that you can usewhen you’re faced with an ethicaldecision. And, we’ll look at sometechniques you can use so you don’t getstuck in an ethical quandary. Best of all,we’ll look at a lot of case studies so thatyou can practice making decisions in asafe environment.


• Understand the difference between ethics and morals• Understand the value of ethics• Identify some of your values and moral principles• Be familiar with some philosophical approaches to ethical

decisions• Identify some ways to improve ethics in your office• Know what is required to start developing an office code of

ethics• Know some ways to avoid ethical dilemmas• Have some tools to help you make better decisions


• The definition of ethics and morals• Identification of your values• Kohlberg’s six stages of moral development• Basic philosophical approaches• Core decision-making tools• Tools specific to ethical decision making• 22 golden keys to an ethical office• Dilemmas with co-workers, supervisors, clients, and company

policy• How to avoid dilemmas• Recovering from a mistake

Business Ethics forthe OfficeWhat exactly makes a decision ethical?The problem with ethics is that whatmay seem morally right (or ethical) toone person may seem appalling toanother.

This two-day workshop will not provideyou with an easy way to solve everyethical decision you will ever have tomake. It will, however, help you defineyour ethical framework to make solvingthose ethical dilemmas easier. We’ll alsolook at some tools that you can usewhen you’re faced with an ethicaldecision. And, we’ll look at sometechniques you can use so you don’t getstuck in an ethical quandary. Best of all,we’ll look at a lot of case studies so thatyou can practice making decisions in asafe environment.


• Effective networking, including making introductions,shaking hands, and using business cards appropriately.

• How to dress appropriately for every business occasion.• How to feel comfortable when dining in business and

formal situations.• How to feel more confident of your business

communication in every situation.• That extra edge that establishes trust and credibility.


• Business etiquette basics• The handshake• Business card etiquette• The skill of making small talk• Do you remember names?• Making that great first impression• Dress for success

Business Etiquette:Gaining That ExtraEdgeIf you’ve ever had an awkward momentwhere:•You aren’t sure which fork to use?•You don’t know which side plate isyours?•You’ve ever had to make small talk witha Very Important Person and been lostfor words…

Then you know just how agonizing suchmoments can be. Even worse (and whatcan be even more damaging to yourcareer) are the social gaffes you aren’teven aware you make. This two-dayworkshop will help you handle most ofthose socially difficult moments.


• Effective networking, including making introductions,shaking hands, and using business cards appropriately.

• How to dress appropriately for every business occasion.• How to feel comfortable when dining in business and

formal situations.• How to feel more confident of your business

communication in every situation.• That extra edge that establishes trust and credibility.


• Business etiquette basics• The handshake• Business card etiquette• The skill of making small talk• Do you remember names?• Making that great first impression• Dress for success

Business Etiquette:Gaining That ExtraEdgeIf you’ve ever had an awkward momentwhere:•You aren’t sure which fork to use?•You don’t know which side plate isyours?•You’ve ever had to make small talk witha Very Important Person and been lostfor words…

Then you know just how agonizing suchmoments can be. Even worse (and whatcan be even more damaging to yourcareer) are the social gaffes you aren’teven aware you make. This two-dayworkshop will help you handle most ofthose socially difficult moments.


• The value of good written communication.• How to write and proofread your work so it is clear,

concise, complete, and correct.• How to apply these skills in real world situations.• The proper format for memos, letters, and e-mails.


• The four C’s: clear, concise, complete, and correct• Word agreement• Active and passive voice• Sentences and sentence types• Readability index• Manners and courtesy• Practical and inclusive language• Sentence construction and punctuation• Writing business letters, memos, and e-mails• Spelling and proofreading• Reviewing your writing

Business Writing ThatWorks

We all know what good writing is. It’sthe novel we can’t put down, thepoem we never forgot, and thespeech that changes the way we lookat the world. Good writing is thememo that gets action and the letterthat says what a phone call can’t.

In business writing, the language isconcrete, the point of view is clear,and the points are well expressed.Good writing is hard work, and eventhe best writers get discouraged.However, with practice you can feelmore confident about your ownwriting. This two-day workshop willgive you the tools to become a betterwriter.


• The value of good written communication.• How to write and proofread your work so it is clear,

concise, complete, and correct.• How to apply these skills in real world situations.• The proper format for memos, letters, and e-mails.


• The four C’s: clear, concise, complete, and correct• Word agreement• Active and passive voice• Sentences and sentence types• Readability index• Manners and courtesy• Practical and inclusive language• Sentence construction and punctuation• Writing business letters, memos, and e-mails• Spelling and proofreading• Reviewing your writing

Business Writing ThatWorks

We all know what good writing is. It’sthe novel we can’t put down, thepoem we never forgot, and thespeech that changes the way we lookat the world. Good writing is thememo that gets action and the letterthat says what a phone call can’t.

In business writing, the language isconcrete, the point of view is clear,and the points are well expressed.Good writing is hard work, and eventhe best writers get discouraged.However, with practice you can feelmore confident about your ownwriting. This two-day workshop willgive you the tools to become a betterwriter.


• How to make your writing clear, complete,concise, and correct.

• How to improve sentence construction andparagraph development.

• How to deal with specific business requests.• How to create effective business cases,

proposals, and reports.• How to thoroughly document sources that you

use in your writing.


• The C’s of writing• Writing mechanics• Dealing with specific requests• Preparing business documents• Editing techniques

Advanced WritingSkills

This is a one-day workshop forthose who already are goodwriters. Our time will be devoted towriting letters of recommendation,of persuasion, of refusal, or ofaction, that reflect current wordusage and up-to-date formats. Youcan also learn some basics aboutwriting business cases, proposals,and reports.


• How to make your writing clear, complete,concise, and correct.

• How to improve sentence construction andparagraph development.

• How to deal with specific business requests.• How to create effective business cases,

proposals, and reports.• How to thoroughly document sources that you

use in your writing.


• The C’s of writing• Writing mechanics• Dealing with specific requests• Preparing business documents• Editing techniques

Advanced WritingSkills

This is a one-day workshop forthose who already are goodwriters. Our time will be devoted towriting letters of recommendation,of persuasion, of refusal, or ofaction, that reflect current wordusage and up-to-date formats. Youcan also learn some basics aboutwriting business cases, proposals,and reports.


• To learn the value of good written communications.• To develop paragraphs that introduce, connect, develop, and conclude

some part of an idea.• To prepare reports and proposals that inform, persuade, and provide

information.• To learn how to proofread your work so you are confident it is clear,

concise, complete, and correct.• To provide an opportunity to apply these skills in real work applications.


• Clear, concise, complete, correct• Constructing paragraphs• Readability index• The four stages of report writing• Planning reports: PAFEO• Editing and revising• Direct vs. indirect approach• Organizational strategies• Headings and subheadings• Tables and graphs• Format for reports• Reports vs. proposals• Steps in the persuasion process

Writing Reports andProposals

This two-day workshop is intended tohelp you do the writing your jobdemands. If you are a manager at anylevel in business, government, orindustry, you must write reports.Whether you want to or not, youwrite to explain things, to smoothrelationships and to convince othersof the value of some course of action.Writing must be clear, concise,complete, and correct. It must alsoconvey your message in a courteoustone. The workshop will help you toidentify the range of this kind ofwriting, the forms it takes, and thepersuasive techniques it requires.


• To learn the value of good written communications.• To develop paragraphs that introduce, connect, develop, and conclude

some part of an idea.• To prepare reports and proposals that inform, persuade, and provide

information.• To learn how to proofread your work so you are confident it is clear,

concise, complete, and correct.• To provide an opportunity to apply these skills in real work applications.


• Clear, concise, complete, correct• Constructing paragraphs• Readability index• The four stages of report writing• Planning reports: PAFEO• Editing and revising• Direct vs. indirect approach• Organizational strategies• Headings and subheadings• Tables and graphs• Format for reports• Reports vs. proposals• Steps in the persuasion process

Writing Reports andProposals

This two-day workshop is intended tohelp you do the writing your jobdemands. If you are a manager at anylevel in business, government, orindustry, you must write reports.Whether you want to or not, youwrite to explain things, to smoothrelationships and to convince othersof the value of some course of action.Writing must be clear, concise,complete, and correct. It must alsoconvey your message in a courteoustone. The workshop will help you toidentify the range of this kind ofwriting, the forms it takes, and thepersuasive techniques it requires.

SpecializedSkills

Workshops

SpecializedSkills

Workshops


• Understand what is meant by a project.• Recognize what steps must be taken to complete projects on time and on

budget.• Have a better ability to sell ideas and make presentations.• Know simple techniques and tools for planning and tracking your project.• Have methods for keeping the team focused and motivated.


• What is a project?• Project management basics• How can projects help me?• A project’s life cycle• Selling a project• Preparing your project• The role of a project manager• Project goals• Laying out the project (SOW)• Project risks and contingency planning• The work breakdown structure• Planning tools (including Gantt charts and PERT)• Budgets• Developing teams• Communication tools• Closing out a project• Team meetings• Project presentations

UnderstandingProject Management

Project management isn’t just forconstruction engineers and militarylogistics experts anymore. Today, inaddition to the regular duties of yourjob, you are often expected to take onextra assignments - and to get thatadditional job done well, done underbudget, and done on time. Thisworkshop is not intended to take youfrom a supervisory or administrativeposition to that of a project manager.However, these three days willfamiliarize you with the mostcommon terms and the most currentthinking about projects.


• Understand what is meant by a project.• Recognize what steps must be taken to complete projects on time and on

budget.• Have a better ability to sell ideas and make presentations.• Know simple techniques and tools for planning and tracking your project.• Have methods for keeping the team focused and motivated.


• What is a project?• Project management basics• How can projects help me?• A project’s life cycle• Selling a project• Preparing your project• The role of a project manager• Project goals• Laying out the project (SOW)• Project risks and contingency planning• The work breakdown structure• Planning tools (including Gantt charts and PERT)• Budgets• Developing teams• Communication tools• Closing out a project• Team meetings• Project presentations

UnderstandingProject Management

Project management isn’t just forconstruction engineers and militarylogistics experts anymore. Today, inaddition to the regular duties of yourjob, you are often expected to take onextra assignments - and to get thatadditional job done well, done underbudget, and done on time. Thisworkshop is not intended to take youfrom a supervisory or administrativeposition to that of a project manager.However, these three days willfamiliarize you with the mostcommon terms and the most currentthinking about projects.


• Understand what is meant by a project and projectmanagement

• Identify benefits of projects• Identify the phases of a project’s life cycle• Enhance your ability to sell ideas and make presentations• Prioritize projects• Begin conceptualizing your project, including goals and

vision statements• Use a target chart and other planning tools• Complete a Statement of Work


• Defining a project and project management• How projects can benefit you and your organization• Project life cycles• Selling your own project ideas• Role & skills of the project manager• Creating a vision• Setting project goals• Project planning worksheets• The statement of work

Project ManagementFundamentals

Project management isn’t just forconstruction engineers and militarylogistics experts anymore. Today, inaddition to the regular duties of yourjob, you are often expected to take onextra assignments - and to get thatadditional job done well, done underbudget, and done on time. Thisworkshop is not intended to take youfrom a supervisory or administrativeposition to that of a project manager.However, this one-day workshop willfamiliarize you with the mostcommon terms and the most currentthinking about projects.


• Understand what is meant by a project and projectmanagement

• Identify benefits of projects• Identify the phases of a project’s life cycle• Enhance your ability to sell ideas and make presentations• Prioritize projects• Begin conceptualizing your project, including goals and

vision statements• Use a target chart and other planning tools• Complete a Statement of Work


• Defining a project and project management• How projects can benefit you and your organization• Project life cycles• Selling your own project ideas• Role & skills of the project manager• Creating a vision• Setting project goals• Project planning worksheets• The statement of work

Project ManagementFundamentals

Project management isn’t just forconstruction engineers and militarylogistics experts anymore. Today, inaddition to the regular duties of yourjob, you are often expected to take onextra assignments - and to get thatadditional job done well, done underbudget, and done on time. Thisworkshop is not intended to take youfrom a supervisory or administrativeposition to that of a project manager.However, this one-day workshop willfamiliarize you with the mostcommon terms and the most currentthinking about projects.


• Identify your project’s tasks and resources.• Order tasks using the Work Breakdown Structure.• Schedule tasks effectively.• Use basic planning tools such as a Gantt chart, PERT diagram, and

network diagram.• Prepare a project budget.• Modify the project budget and schedule to meet targets.• Identify and manage risks.• Develop a change control process.• Execute and terminate a project.


• What really needs to be done?• Scheduling your project• The Work Breakdown Structure and other• planning tools• Budgeting• Project risks• Schedule and budget compression• Change control process• Closing out a project

Intermediate ProjectManagement

Project management isn’t just forconstruction engineers and militarylogistics experts anymore. Today, inaddition to the regular duties of yourjob, you are often expected to take onextra assignments - and to get thatadditional job done well, done underbudget, and done on time.

This workshop is intended for thosewho understand the conceptual phaseof a project’s life cycle, includingsetting goals, creating a visionstatement, and creating theStatement of Work. This two-dayworkshop will take you through theremaining three stages: planning,execution, and termination.


• Identify your project’s tasks and resources.• Order tasks using the Work Breakdown Structure.• Schedule tasks effectively.• Use basic planning tools such as a Gantt chart, PERT diagram, and

network diagram.• Prepare a project budget.• Modify the project budget and schedule to meet targets.• Identify and manage risks.• Develop a change control process.• Execute and terminate a project.


• What really needs to be done?• Scheduling your project• The Work Breakdown Structure and other• planning tools• Budgeting• Project risks• Schedule and budget compression• Change control process• Closing out a project

Intermediate ProjectManagement

Project management isn’t just forconstruction engineers and militarylogistics experts anymore. Today, inaddition to the regular duties of yourjob, you are often expected to take onextra assignments - and to get thatadditional job done well, done underbudget, and done on time.

This workshop is intended for thosewho understand the conceptual phaseof a project’s life cycle, includingsetting goals, creating a visionstatement, and creating theStatement of Work. This two-dayworkshop will take you through theremaining three stages: planning,execution, and termination.


• Think critically when choosing a project team• Make the best of an assigned project team• Help teams move through various stages to become a high-

functioning machine• Maximize productivity at team meetings• Reward and motivate your team• Develop and execute a communication plan• Communicate with sponsors and executives more

effectively• Identify problem team members and strategies for

working with them


• Choosing the Project Team• Scheduling Your Project• Building a Winning Team• Team meetings• Nine Easy Ways to Reward Your Team• Developing a Communication Plan• Communicating with Sponsors and Executives• Dealing with Problem Team Members

Advanced ProjectManagement

It’s easy to forget the “manager” part ofyour “project manager” title amongst allthe activity during a project. However, itis crucial that you hone yourmanagement skills as they are animportant part of your success as aproject manager. There are also someadvanced project managementtechniques that you can master to helpbring your projects to the next level.These are the two areas that we willfocus on in this one-day workshop.

This workshop presumes that you have athorough understanding of projectmanagement, including topics such aspreparing a statement of work, settingproject goals, scheduling, budgeting,managing project risks, and executing aproject.


• Think critically when choosing a project team• Make the best of an assigned project team• Help teams move through various stages to become a high-

functioning machine• Maximize productivity at team meetings• Reward and motivate your team• Develop and execute a communication plan• Communicate with sponsors and executives more

effectively• Identify problem team members and strategies for

working with them


• Choosing the Project Team• Scheduling Your Project• Building a Winning Team• Team meetings• Nine Easy Ways to Reward Your Team• Developing a Communication Plan• Communicating with Sponsors and Executives• Dealing with Problem Team Members

Advanced ProjectManagement

It’s easy to forget the “manager” part ofyour “project manager” title amongst allthe activity during a project. However, itis crucial that you hone yourmanagement skills as they are animportant part of your success as aproject manager. There are also someadvanced project managementtechniques that you can master to helpbring your projects to the next level.These are the two areas that we willfocus on in this one-day workshop.

This workshop presumes that you have athorough understanding of projectmanagement, including topics such aspreparing a statement of work, settingproject goals, scheduling, budgeting,managing project risks, and executing aproject.


• Understand the value of succession planning for successfulbusinesses.

• Develop expertise with the key elements of a successionplan.

• Create and discuss aspects of a succession plan.• Discuss the elements of a succession plan in terms of roles,

responsibility, function, scope, and evaluation.


• A need for succession planning• Defining a succession plan• Identifying resources and analyzing risks• Defining roles, responsibilities, and functions• Gathering information• Forecasting needs• Putting the plan together• Putting the plan into action• Evaluating and reviewing the plan• Your action plan

Business SuccessionPlanning

Change is a hallmark of today’sbusiness world. In particular, ourworkforce is constantly changing –people come and go, and move intonew roles within the company.Succession planning can help youmake the most of that change byensuring that when someone leaves,there is someone new to take theirplace. This two-day workshop willhelp you develop, maintain, andevaluate your succession plan.


• Understand the value of succession planning for successfulbusinesses.

• Develop expertise with the key elements of a successionplan.

• Create and discuss aspects of a succession plan.• Discuss the elements of a succession plan in terms of roles,

responsibility, function, scope, and evaluation.


• A need for succession planning• Defining a succession plan• Identifying resources and analyzing risks• Defining roles, responsibilities, and functions• Gathering information• Forecasting needs• Putting the plan together• Putting the plan into action• Evaluating and reviewing the plan• Your action plan

Business SuccessionPlanning

Change is a hallmark of today’sbusiness world. In particular, ourworkforce is constantly changing –people come and go, and move intonew roles within the company.Succession planning can help youmake the most of that change byensuring that when someone leaves,there is someone new to take theirplace. This two-day workshop willhelp you develop, maintain, andevaluate your succession plan.


• How to identify the values that support their company.• How to define the vision for their company.• How to write a mission statement that explains what the company’s

purpose is.• How to complete meaningful SWOT analyses.• Tools and techniques to create a strategic plan that directs the

organization from the executive to the front line.• Ways to implement, evaluate, and review a strategic plan.• How related tools, such as the strategy map and balanced

scorecard, can help them develop a strategic plan.


• Understanding strategic planning• Identifying our values• Designing our vision• Writing mission statements• Performing a SWOT analysis• Setting goals• Assigning roles, responsibilities, and accountabilities• Gathering support• Making the change• Presentation options (infographics, reports, etc.)• Getting there successfully• Plenty of case studies and practice opportunities

Strategic Planning

If you and the people who work withyou don’t understand where thecompany is going, they may alldevelop their own priorities andactually prevent you from gettingwhere you need to be. Part of gettingeveryone on board is creating astrategic plan complete with theorganization’s values, vision, andmission. Then, there’s the challengeof bringing these principles to life in ameaningful way that people canrelate to. This two-day workshop willhelp you describe what you want todo and get people where you want togo.


• How to identify the values that support their company.• How to define the vision for their company.• How to write a mission statement that explains what the company’s

purpose is.• How to complete meaningful SWOT analyses.• Tools and techniques to create a strategic plan that directs the

organization from the executive to the front line.• Ways to implement, evaluate, and review a strategic plan.• How related tools, such as the strategy map and balanced

scorecard, can help them develop a strategic plan.


• Understanding strategic planning• Identifying our values• Designing our vision• Writing mission statements• Performing a SWOT analysis• Setting goals• Assigning roles, responsibilities, and accountabilities• Gathering support• Making the change• Presentation options (infographics, reports, etc.)• Getting there successfully• Plenty of case studies and practice opportunities

Strategic Planning

If you and the people who work withyou don’t understand where thecompany is going, they may alldevelop their own priorities andactually prevent you from gettingwhere you need to be. Part of gettingeveryone on board is creating astrategic plan complete with theorganization’s values, vision, andmission. Then, there’s the challengeof bringing these principles to life in ameaningful way that people canrelate to. This two-day workshop willhelp you describe what you want todo and get people where you want togo.


• Define risk and risk management.• Describe the COSO ERM cube and ISO 31000.• Establish a risk management context.• Describe the 7 R’s and 4 T’s that form the framework of risk

management activities.• Design and complete a basic risk assessment.• Determine the appropriate response to risks and create a

plan for those responses.• Describe the key components of reporting, monitoring,

and evaluation of a risk management program.


• Understanding risk• Risk management activities• Assessing risk• Responding to risks• Resourcing controls• Reaction planning• Reporting and monitoring• Reviewing and evaluating the framework

Risk Management

Risk management has long been a keypart of project management, but inrecent years, it has become anincreasingly important part oforganizational best practices.Corporations have realized thateffective risk management can notonly reduce the negative impact ofcrises; it can provide real benefits andcost savings.

The risk management frameworkprovided in this two-day workshop isflexible enough for any organization.You can apply it to a single project, adepartment, or use it as a basis for anenterprise-wide risk managementprogram


• Define risk and risk management.• Describe the COSO ERM cube and ISO 31000.• Establish a risk management context.• Describe the 7 R’s and 4 T’s that form the framework of risk

management activities.• Design and complete a basic risk assessment.• Determine the appropriate response to risks and create a

plan for those responses.• Describe the key components of reporting, monitoring,

and evaluation of a risk management program.


• Understanding risk• Risk management activities• Assessing risk• Responding to risks• Resourcing controls• Reaction planning• Reporting and monitoring• Reviewing and evaluating the framework

Risk Management

Risk management has long been a keypart of project management, but inrecent years, it has become anincreasingly important part oforganizational best practices.Corporations have realized thateffective risk management can notonly reduce the negative impact ofcrises; it can provide real benefits andcost savings.

The risk management frameworkprovided in this two-day workshop isflexible enough for any organization.You can apply it to a single project, adepartment, or use it as a basis for anenterprise-wide risk managementprogram


• Assign people to an appropriate crisis team role• Conduct a crisis audit• Establish the means for business continuity• Determine how to manage incidents• Help your team recover from a crisis• How to apply the process


• What is crisis management?• Training leaders and staff• Conducting the crisis audit• Performing a risk level analysis• Developing a response process• Consulting with the experts• Incident management techniques• Working through the issues• Establishing an emergency operations center• Building business continuity and recovery• Recovering and moving on• Plenty of case studies and practice opportunities

Crisis Management

Viable organizations need to be readyfor emergencies because they are afact of doing business. The worst planis not to have any kind of plan at all,and the best plans are tested andadjusted so that they work over time.Fortunately, you do not need separateplans for fire, weather disasters, andall the different kinds of crises thatcan occur. One solid plan will help youto prevent, respond, and recover fromall crises. This two-day workshop willhelp you ensure your organization isready to manage any kind of crisis.


• Assign people to an appropriate crisis team role• Conduct a crisis audit• Establish the means for business continuity• Determine how to manage incidents• Help your team recover from a crisis• How to apply the process


• What is crisis management?• Training leaders and staff• Conducting the crisis audit• Performing a risk level analysis• Developing a response process• Consulting with the experts• Incident management techniques• Working through the issues• Establishing an emergency operations center• Building business continuity and recovery• Recovering and moving on• Plenty of case studies and practice opportunities

Crisis Management

Viable organizations need to be readyfor emergencies because they are afact of doing business. The worst planis not to have any kind of plan at all,and the best plans are tested andadjusted so that they work over time.Fortunately, you do not need separateplans for fire, weather disasters, andall the different kinds of crises thatcan occur. One solid plan will help youto prevent, respond, and recover fromall crises. This two-day workshop willhelp you ensure your organization isready to manage any kind of crisis.


• Assess the financial performance and health of your firm.• Enhance your decision-making skills by integrating financial

management concepts into your thinking.• Assess various software applications for managing

finances.• Control the flow of money through your department.• Understand the budgeting process and forecasting

techniques.


• Your role in company finances• Assets, liabilities, and equity• Accounts payable and receivable• Understanding financial statements• Budgeting and forecasting techniques• Types of budgets• Comparing software applications• Tracking business expenses• GAAP• The human side of finances• How to make good financial decisions• Comparing investment opportunities• ISO 9001:2000

Budgeting andManaging Money

For managers in today’s businessworld, it’s essential to have a workingknowledge of finance. We all play arole in our organization’s financialhealth, whether we realize it or not. Ifyou don’t have training or abackground in finances, you may be ata disadvantage as you sit around themanagement table. Understandingthe cycle of finance will help youfigure out where you fit into yourcompany’s financial structure, andhow to keep your department out ofthe red. This workshop will familiarizeyou with the key concepts of financeand accounting and help you preparebudgets with more confidence.


• Assess the financial performance and health of your firm.• Enhance your decision-making skills by integrating financial

management concepts into your thinking.• Assess various software applications for managing

finances.• Control the flow of money through your department.• Understand the budgeting process and forecasting

techniques.


• Your role in company finances• Assets, liabilities, and equity• Accounts payable and receivable• Understanding financial statements• Budgeting and forecasting techniques• Types of budgets• Comparing software applications• Tracking business expenses• GAAP• The human side of finances• How to make good financial decisions• Comparing investment opportunities• ISO 9001:2000

Budgeting andManaging Money

For managers in today’s businessworld, it’s essential to have a workingknowledge of finance. We all play arole in our organization’s financialhealth, whether we realize it or not. Ifyou don’t have training or abackground in finances, you may be ata disadvantage as you sit around themanagement table. Understandingthe cycle of finance will help youfigure out where you fit into yourcompany’s financial structure, andhow to keep your department out ofthe red. This workshop will familiarizeyou with the key concepts of financeand accounting and help you preparebudgets with more confidence.

Sales&

CustomerService

Sales&

CustomerService


• How to explain and apply concepts of customer focusedselling.

• How to use goal-setting techniques as a way to focus onwhat they want to accomplish and develop strategies forgetting there.

• How to apply success techniques to get the most out ofwork.

• Productivity techniques to maximize their use of time.• Ways to find new clients and network effectively.


• Selling skills• The sales cycle• Framing success• Setting goals with SPIRIT• The path to efficiency• Customer service• Selling more• Ten major mistakes• Finding new clients• Selling price

Selling Smarter

It’s no secret that the sales industrycontinues to change and evolverapidly. This is an exciting anddynamic profession, although it isoften underrated and misunderstood.The back-slapping, high pressure,joke-telling sales person hasdisappeared. In his place is a newgeneration of sales professionals:highly trained and well groomed, withthe characteristics of honesty,trustworthiness, and competence.This two-day workshop will help youlearn how to be one of those smartsales professionals!


• How to explain and apply concepts of customer focusedselling.

• How to use goal-setting techniques as a way to focus onwhat they want to accomplish and develop strategies forgetting there.

• How to apply success techniques to get the most out ofwork.

• Productivity techniques to maximize their use of time.• Ways to find new clients and network effectively.


• Selling skills• The sales cycle• Framing success• Setting goals with SPIRIT• The path to efficiency• Customer service• Selling more• Ten major mistakes• Finding new clients• Selling price

Selling Smarter

It’s no secret that the sales industrycontinues to change and evolverapidly. This is an exciting anddynamic profession, although it isoften underrated and misunderstood.The back-slapping, high pressure,joke-telling sales person hasdisappeared. In his place is a newgeneration of sales professionals:highly trained and well groomed, withthe characteristics of honesty,trustworthiness, and competence.This two-day workshop will help youlearn how to be one of those smartsales professionals!


• Discover the benefits of developing a support network ofconnections.

• Understand how building relationships can help youdevelop your business base.

• Learn how to apply communication techniques to buildyour network.

• The key elements in strong working relationships and howto put more of these elements in working relationships.

• Recognize key interpersonal skills and practice using them.


• Focusing on your customer• What influences people in forming relationships?• Disclosure• How to win friends and influence people• Communication skills for relationship selling• Non-verbal messages• Managing the mingling• The handshake• Small talk and networking

Building Relationshipsfor Success in Sales

No one questions that making friendsis a good thing. In this two-dayworkshop, you are going to discoverthat the business of business ismaking friends, and the business of allsales professionals is making friendsand building relationships. Strategicfriendships will make or break anybusiness, no matter how big and nomatter what kind of market.


• Discover the benefits of developing a support network ofconnections.

• Understand how building relationships can help youdevelop your business base.

• Learn how to apply communication techniques to buildyour network.

• The key elements in strong working relationships and howto put more of these elements in working relationships.

• Recognize key interpersonal skills and practice using them.


• Focusing on your customer• What influences people in forming relationships?• Disclosure• How to win friends and influence people• Communication skills for relationship selling• Non-verbal messages• Managing the mingling• The handshake• Small talk and networking

Building Relationshipsfor Success in Sales

No one questions that making friendsis a good thing. In this two-dayworkshop, you are going to discoverthat the business of business ismaking friends, and the business of allsales professionals is making friendsand building relationships. Strategicfriendships will make or break anybusiness, no matter how big and nomatter what kind of market.


• Identify the steps you can take to build your credibility.• Identify the objections that you encounter most frequently.• Develop appropriate responses when prospective buyers

throw you a curve.• Learn ways to disarm objections with proven rebuttals that

get the sale back on track.• Learn how to recognize when a prospect is ready to buy.• Discuss how working with your sales team can help you

succeed.


• Building credibility• Your competition• Critical communication skills• Observation skills• Handling customer complaints• Overcoming objections• Handling objections (including general and specific

response strategies)• Pricing issues• How can teamwork help me?• Buying signals• Closing the sale

Sales Training:OvercomingObjections to Nail theSale

If you are like most salesprofessionals, you are always lookingfor ways to overcome customerobjections and close the sale. This oneday workshop will help you plan,prepare, and execute proposals andpresentations that address customerconcerns, reduce the number ofobjections you encounter, andimprove your batting average atclosing the sale.


• Identify the steps you can take to build your credibility.• Identify the objections that you encounter most frequently.• Develop appropriate responses when prospective buyers

throw you a curve.• Learn ways to disarm objections with proven rebuttals that

get the sale back on track.• Learn how to recognize when a prospect is ready to buy.• Discuss how working with your sales team can help you

succeed.


• Building credibility• Your competition• Critical communication skills• Observation skills• Handling customer complaints• Overcoming objections• Handling objections (including general and specific

response strategies)• Pricing issues• How can teamwork help me?• Buying signals• Closing the sale

Sales Training:OvercomingObjections to Nail theSale

If you are like most salesprofessionals, you are always lookingfor ways to overcome customerobjections and close the sale. This oneday workshop will help you plan,prepare, and execute proposals andpresentations that address customerconcerns, reduce the number ofobjections you encounter, andimprove your batting average atclosing the sale.


• Identify the key elements of a quality proposal• Know how to write a winning proposal• Perfect your first impression, including your dress and your

handshake• Feel more comfortable and professional in face-to-face

presentations


• Business Writing Basics• Writing a Proposal• Writing Your Proposal• Getting Thoughts on Paper• Basic Formats• Editing• The Finishing Touches• The Handshake• Getting Ready for Your Presentation• Elements of a Successful Presentation• Dressing Appropriately• Dealing with Questions

Dynamite SalesPresentations

A great sales presentation does notdemand you have all the bells andwhistles to impress the client withyour technical skills. Rather, tryimpressing your clients with yourknowledge of the products andservices you sell and yourunderstanding of their problems andthe solutions they need.

This one-day workshop will focus onyour formal written proposal and in-person presentation.


• Identify the key elements of a quality proposal• Know how to write a winning proposal• Perfect your first impression, including your dress and your

handshake• Feel more comfortable and professional in face-to-face

presentations


• Business Writing Basics• Writing a Proposal• Writing Your Proposal• Getting Thoughts on Paper• Basic Formats• Editing• The Finishing Touches• The Handshake• Getting Ready for Your Presentation• Elements of a Successful Presentation• Dressing Appropriately• Dealing with Questions

Dynamite SalesPresentations

A great sales presentation does notdemand you have all the bells andwhistles to impress the client withyour technical skills. Rather, tryimpressing your clients with yourknowledge of the products andservices you sell and yourunderstanding of their problems andthe solutions they need.

This one-day workshop will focus onyour formal written proposal and in-person presentation.


• Recognize what we mean by the term “marketing.”• Discover how to use low-cost publicity to get your name

known.• Know how to develop a marketing plan and a marketing

campaign.• Use your time rather than your money to market your

company effectively.• Understand how to perform a SWOT analysis.


• Defining Marketing• Recognizing Trends• Market Research• Strategies for Success• Mission Statements• Brochures• Trade Shows• Developing a Marketing Plan• Increasing Business• Saying No to New Business• Advertising• Networking

Marketing and Sales

A small marketing budget doesn’tmean you can’t meet your goals andbusiness objectives – you just have tobe more creative in your marketingtactics. This one-day workshop willshow you how to get maximumexposure at minimum cost. Learneffective, low-cost, and non-coststrategies to improve sales, developyour company’s image, and build yourbottom line.


• Recognize what we mean by the term “marketing.”• Discover how to use low-cost publicity to get your name

known.• Know how to develop a marketing plan and a marketing

campaign.• Use your time rather than your money to market your

company effectively.• Understand how to perform a SWOT analysis.


• Defining Marketing• Recognizing Trends• Market Research• Strategies for Success• Mission Statements• Brochures• Trade Shows• Developing a Marketing Plan• Increasing Business• Saying No to New Business• Advertising• Networking

Marketing and Sales

A small marketing budget doesn’tmean you can’t meet your goals andbusiness objectives – you just have tobe more creative in your marketingtactics. This one-day workshop willshow you how to get maximumexposure at minimum cost. Learneffective, low-cost, and non-coststrategies to improve sales, developyour company’s image, and build yourbottom line.


• Demonstrate a customer service approach .• Understand how your own behavior affects the behavior of

others.• Demonstrate confidence and skill as a problem solver.• Apply techniques to deal with difficult customers.• Make a choice to provide customer service.


• What is customer service? Who are your customers?• Meeting expectations• Setting goals• Communication skills and telephone techniques• Dealing with difficult customers and people• Dealing with challenges assertively• Dealing with stress

Critical Elements ofCustomer Service

While many companies promise todeliver an incredible customerexperience, some are better atdelivering than others. This two-dayworkshop is designed around sixcritical elements of customer servicethat, when the company lives them,bring customers back to experienceservice that outdoes the competition


• Demonstrate a customer service approach .• Understand how your own behavior affects the behavior of

others.• Demonstrate confidence and skill as a problem solver.• Apply techniques to deal with difficult customers.• Make a choice to provide customer service.


• What is customer service? Who are your customers?• Meeting expectations• Setting goals• Communication skills and telephone techniques• Dealing with difficult customers and people• Dealing with challenges assertively• Dealing with stress

Critical Elements ofCustomer Service

While many companies promise todeliver an incredible customerexperience, some are better atdelivering than others. This two-dayworkshop is designed around sixcritical elements of customer servicethat, when the company lives them,bring customers back to experienceservice that outdoes the competition


• The nuances of body language and verbal skills.• Aspects of verbal communication such as tone, cadence, and pitch.• Questioning and listening skills.• Ways of delivering bad news and saying no.• Effective ways to negotiate.• The importance of creating and delivering meaningful messages.• Tools to facilitate communication.• The value of personalizing interactions and developing relationships.• Vocal techniques that enhance speech and communication ability.• Techniques for managing stress.


• Verbal communication techniques• Who are your customers?• Listening skills• Asking the right questions and saying no• Taking messages and using voice mail effectively• Vocal exercises• Cold and warm calls, including developing a script• Going above and beyond and high impact moments• Handling objections and closing the sale• Negotiation techniques• Tips for challenging callers• Phone tag and getting the call back• Stress busting• Call center trends

Call Center Training

Whether we choose to embrace themor cannot stand being interrupted bytheir calls, call centers are a businesselement that is here to stay. Thiscourse will help call center agentslearn to make the most of theirtelephone-based work, includingunderstanding the best ways to listenand be heard. Each phone interactionhas elements of sales and customerservice skills, which we will explore indetail throughout this energizing andpractical three-day workshop.


• The nuances of body language and verbal skills.• Aspects of verbal communication such as tone, cadence, and pitch.• Questioning and listening skills.• Ways of delivering bad news and saying no.• Effective ways to negotiate.• The importance of creating and delivering meaningful messages.• Tools to facilitate communication.• The value of personalizing interactions and developing relationships.• Vocal techniques that enhance speech and communication ability.• Techniques for managing stress.


• Verbal communication techniques• Who are your customers?• Listening skills• Asking the right questions and saying no• Taking messages and using voice mail effectively• Vocal exercises• Cold and warm calls, including developing a script• Going above and beyond and high impact moments• Handling objections and closing the sale• Negotiation techniques• Tips for challenging callers• Phone tag and getting the call back• Stress busting• Call center trends

Call Center Training

Whether we choose to embrace themor cannot stand being interrupted bytheir calls, call centers are a businesselement that is here to stay. Thiscourse will help call center agentslearn to make the most of theirtelephone-based work, includingunderstanding the best ways to listenand be heard. Each phone interactionhas elements of sales and customerservice skills, which we will explore indetail throughout this energizing andpractical three-day workshop.


• The terms and benefits of CRM on a company’s bottomline.

• Analyze the different components of a CRM plan.• Develop a checklist for readiness and success in CRM.• Describe how CRM creates value for organizations and

customers.• Consider developmental roles that have the greatest

impact on CRM.


• What CRM is and who it serves• Checklist for success• Requirement driven product selection• Considerations in tool selection• Strategies for customer retention• Building the future• Homegrown vs. application service provider• The development team• Evaluating and reviewing your program

CRM: An Introductionto CustomerRelationshipManagement

As with many significantundertakings, undergoing a CRMreview (even simply considering itsimplementation) requires learners toanalyze technical and complicatedsystems. This two- day workshopsorts through a myriad of informationand brings you the basics you need tomake a decision about the need forCRM, its benefits, and how tocoordinate the base requirements fora CRM undertaking.


• The terms and benefits of CRM on a company’s bottomline.

• Analyze the different components of a CRM plan.• Develop a checklist for readiness and success in CRM.• Describe how CRM creates value for organizations and

customers.• Consider developmental roles that have the greatest

impact on CRM.


• What CRM is and who it serves• Checklist for success• Requirement driven product selection• Considerations in tool selection• Strategies for customer retention• Building the future• Homegrown vs. application service provider• The development team• Evaluating and reviewing your program

CRM: An Introductionto CustomerRelationshipManagement

As with many significantundertakings, undergoing a CRMreview (even simply considering itsimplementation) requires learners toanalyze technical and complicatedsystems. This two- day workshopsorts through a myriad of informationand brings you the basics you need tomake a decision about the need forCRM, its benefits, and how tocoordinate the base requirements fora CRM undertaking.

HRPerspectivesWorkshops

HRPerspectivesWorkshops


• The latest trends in the human resource field and the changingrole of the human resource professional.

• How to write job specifications and identify core competencies.• Methods of finding, selecting, and keeping the best people

using behavioral description interviewing techniques.• How to get employees off to a good start.• How to deal with compensation and benefits.• How to maintain healthy employee relations.• How to make performance appraisals a cooperative process.


• Planning employee orientation• The interview process• Using Behavior Description Interviewing• The importance of job descriptions• Advertising for resumes• Absenteeism• Diversity• Compensation and benefits• Discipline & Termination

Human ResourcesTraining:HR For the Non HRManager

This is a three-day workshop is anoverview of human resource issuesfacing today's business owners andmanagers. You do not always have theexpertise to deal with the manyemployee relationship issues you face,and yet you will be expected to makedecisions that are both effective andlegal. This workshop will walk youthrough the hiring process, fromperforming a skills inventory toconducting the interview; discussorientation; and cover some issues thatarise after the hiring process (such asdiversity issues, compensation, anddiscipline).


• The latest trends in the human resource field and the changingrole of the human resource professional.

• How to write job specifications and identify core competencies.• Methods of finding, selecting, and keeping the best people

using behavioral description interviewing techniques.• How to get employees off to a good start.• How to deal with compensation and benefits.• How to maintain healthy employee relations.• How to make performance appraisals a cooperative process.


• Planning employee orientation• The interview process• Using Behavior Description Interviewing• The importance of job descriptions• Advertising for resumes• Absenteeism• Diversity• Compensation and benefits• Discipline & Termination

Human ResourcesTraining:HR For the Non HRManager

This is a three-day workshop is anoverview of human resource issuesfacing today's business owners andmanagers. You do not always have theexpertise to deal with the manyemployee relationship issues you face,and yet you will be expected to makedecisions that are both effective andlegal. This workshop will walk youthrough the hiring process, fromperforming a skills inventory toconducting the interview; discussorientation; and cover some issues thatarise after the hiring process (such asdiversity issues, compensation, anddiscipline).


• Learn how to describe yourself using descriptive language.• Explore the essential elements of cover letters and

resumes.• Understand the need for pre-employment testing and

what to expect in your target market.• Design a personalized portfolio.• Develop a plan that moves you to a new job within 60 days.


• Who are You?• Writing the Resume• Creating a Noticeable Package• Cover Letters• Getting into the Flow• Compliments• Refining and Perfecting• Dealing with Awkward Points• Getting to a New Job in 60 Days• Goal Setting• Thank You Notes

Creating a DynamiteJob Portfolio

The job market continues to change,as does the way we look for work.This course examines the value ofpresenting yourself as a completepackage by using a resume as anintroduction to an employer andbacking it up with a portfoliopresented at the interview.

In order to make the most of thiscourse, participants need to haverecently completed the Starting YourJob Search workshop, or identifiedtarget positions and completed a fullskills assessment and goal settingexercise.


• Learn how to describe yourself using descriptive language.• Explore the essential elements of cover letters and

resumes.• Understand the need for pre-employment testing and

what to expect in your target market.• Design a personalized portfolio.• Develop a plan that moves you to a new job within 60 days.


• Who are You?• Writing the Resume• Creating a Noticeable Package• Cover Letters• Getting into the Flow• Compliments• Refining and Perfecting• Dealing with Awkward Points• Getting to a New Job in 60 Days• Goal Setting• Thank You Notes

Creating a DynamiteJob Portfolio

The job market continues to change,as does the way we look for work.This course examines the value ofpresenting yourself as a completepackage by using a resume as anintroduction to an employer andbacking it up with a portfoliopresented at the interview.

In order to make the most of thiscourse, participants need to haverecently completed the Starting YourJob Search workshop, or identifiedtarget positions and completed a fullskills assessment and goal settingexercise.


• Understand the different types of interview questions andhow to prepare to answer them.

• Learn the most effective ways to prepare for an interview,including how to present yourself professionally.

• Develop expertise at expressing yourself effectively.• Know how to ask for feedback following an interview.


• Understanding the Interview• Types of Questions• Getting Ready• Live and In Person• Following up the Interview• Common Problems and Solutions• Phase Two (after the interview)• Practice Makes Perfect• Sealing the Deal• Getting What You’re Worth

Mastering TheInterview

The interview is one of the keyelements of the job search process. Aswith any skill, we can get better at itwith preparation and practice. In thisone-day workshop, participants willexplore how to prepare for aninterview and become familiar withthe types of questions to expect, aswell as the questions they shouldthink about asking. They will learnhow to prepare for second interviews,testing, and shadowing, as well ashow to follow up on their interviewsessions.


• Understand the different types of interview questions andhow to prepare to answer them.

• Learn the most effective ways to prepare for an interview,including how to present yourself professionally.

• Develop expertise at expressing yourself effectively.• Know how to ask for feedback following an interview.


• Understanding the Interview• Types of Questions• Getting Ready• Live and In Person• Following up the Interview• Common Problems and Solutions• Phase Two (after the interview)• Practice Makes Perfect• Sealing the Deal• Getting What You’re Worth

Mastering TheInterview

The interview is one of the keyelements of the job search process. Aswith any skill, we can get better at itwith preparation and practice. In thisone-day workshop, participants willexplore how to prepare for aninterview and become familiar withthe types of questions to expect, aswell as the questions they shouldthink about asking. They will learnhow to prepare for second interviews,testing, and shadowing, as well ashow to follow up on their interviewsessions.


• Recognize the costs incurred by an organization when a wrong hiring decision ismade.

• Develop a fair and consistent interviewing process for selecting employees.• Prepare better job advertisements and use a variety of markets.• Be able to develop a job analysis and position profile.• Use traditional, behavioral, achievement oriented, holistic, and situational

interview questions.• Enhance communication skills that are essential for a skilled recruiter.• Effectively interview difficult applicants.• Check references more effectively.• Understand the basic employment and human rights laws that can affect the

hiring process.


• The cost of hiring errors• Why use behavioral interview techniques• How to get the information you need• Advertising guidelines• Communication skills• Writing the interview questions• Defensible resume screening• Developing an effective interview format• Ethical and legal issues• Interviewing techniques• Asking questions and listening for answers• Reference checks

Hiring for Success:BehavioralInterviewingTechniques

This workshop concentrates on thepre-interview preparation; developingquestions and their value; theinterview techniques that get specific,behavior-based examples of pastperformance; and the strategies thatfollow through on this process. Thisworkshop takes the behavioralinterview even further with adiscussion of communicationtechniques and the use of other typesof interview questions.


• Recognize the costs incurred by an organization when a wrong hiring decision ismade.

• Develop a fair and consistent interviewing process for selecting employees.• Prepare better job advertisements and use a variety of markets.• Be able to develop a job analysis and position profile.• Use traditional, behavioral, achievement oriented, holistic, and situational

interview questions.• Enhance communication skills that are essential for a skilled recruiter.• Effectively interview difficult applicants.• Check references more effectively.• Understand the basic employment and human rights laws that can affect the

hiring process.


• The cost of hiring errors• Why use behavioral interview techniques• How to get the information you need• Advertising guidelines• Communication skills• Writing the interview questions• Defensible resume screening• Developing an effective interview format• Ethical and legal issues• Interviewing techniques• Asking questions and listening for answers• Reference checks

Hiring for Success:BehavioralInterviewingTechniques

This workshop concentrates on thepre-interview preparation; developingquestions and their value; theinterview techniques that get specific,behavior-based examples of pastperformance; and the strategies thatfollow through on this process. Thisworkshop takes the behavioralinterview even further with adiscussion of communicationtechniques and the use of other typesof interview questions.


• Understand how important an orientation program is to anorganization.

• Identify the role of the human resource department in theorientation program.

• Recognize how the commitment curve affects both new employeesand their managers.

• Know what companies can do to deliver their promise to newemployees.

• Determine the critical elements of effective employee training.• Establish the importance of having an employee handbook for new

and long-term employees.


• Finding, hiring, and keeping good people• Building employee commitment• Fast-track orientation• Designing a successful orientation program• The commitment curve• Adult learning principles and how to apply them• The eight orientation habits of world-class employers• Learning styles inventory• Creating an employee manual• An orientation checklist

Orientation Handbook:Getting Employees Offto a Good Start

One reason people change jobs is that theynever feel truly welcome or a part of theorganization they join.If a company spends considerable moneyrecruiting, interviewing, and perhaps evenrelocating employees, it makes good senseto go one step further and make the newemployee feel like they have made a gooddecision to come to this company.

This one-day workshop helps a thoughtfulnew employee orientation program,coupled with an employee handbook thatcommunicates workplace policies canreduce turnover and save that organizationthousands of dollars. Whether yourcompany has two employees or twothousand employees, don’t leave newemployee orientation to chance.


• Understand how important an orientation program is to anorganization.

• Identify the role of the human resource department in theorientation program.

• Recognize how the commitment curve affects both new employeesand their managers.

• Know what companies can do to deliver their promise to newemployees.

• Determine the critical elements of effective employee training.• Establish the importance of having an employee handbook for new

and long-term employees.


• Finding, hiring, and keeping good people• Building employee commitment• Fast-track orientation• Designing a successful orientation program• The commitment curve• Adult learning principles and how to apply them• The eight orientation habits of world-class employers• Learning styles inventory• Creating an employee manual• An orientation checklist

Orientation Handbook:Getting Employees Offto a Good Start

One reason people change jobs is that theynever feel truly welcome or a part of theorganization they join.If a company spends considerable moneyrecruiting, interviewing, and perhaps evenrelocating employees, it makes good senseto go one step further and make the newemployee feel like they have made a gooddecision to come to this company.

This one-day workshop helps a thoughtfulnew employee orientation program,coupled with an employee handbook thatcommunicates workplace policies canreduce turnover and save that organizationthousands of dollars. Whether yourcompany has two employees or twothousand employees, don’t leave newemployee orientation to chance.


• Understand what behavior is and is not appropriate in theworkplace, and why

• Help your company create and implement a harassmentpolicy

• Protect yourself and your staff against harassmentincidents and complaints

• Understand when mediation is and is not appropriate• Understand the four-stage complaint resolution process• Help identify solutions to a harassment complaint


• Reasonable man/woman guidelines• Benefits of harassment training• Types of harassment• Preventing harassment• Protecting yourself from harassment• Confronting a harasser• The effective NO• The four-stage complaint process• Mediation• False complaints• Keeping the workplace running

Handling WorkplaceHarassment

In 2003, the United States MeritProtection Board estimated thatharassment cost the U.S. governmentapproximately $164,000,000 (that’s164 million dollars!) a year. Nowonder companies are working to bemore proactive in preventingharassment.

But how do you prevent harassmentfrom occurring? What sorts of policiesshould be in place? What shouldmanagers do to protect theiremployees? And if a complaint isfiled, what will we do? All of thesequestions (and more!) will beanswered in this two-day workshop.


• Understand what behavior is and is not appropriate in theworkplace, and why

• Help your company create and implement a harassmentpolicy

• Protect yourself and your staff against harassmentincidents and complaints

• Understand when mediation is and is not appropriate• Understand the four-stage complaint resolution process• Help identify solutions to a harassment complaint


• Reasonable man/woman guidelines• Benefits of harassment training• Types of harassment• Preventing harassment• Protecting yourself from harassment• Confronting a harasser• The effective NO• The four-stage complaint process• Mediation• False complaints• Keeping the workplace running

Handling WorkplaceHarassment

In 2003, the United States MeritProtection Board estimated thatharassment cost the U.S. governmentapproximately $164,000,000 (that’s164 million dollars!) a year. Nowonder companies are working to bemore proactive in preventingharassment.

But how do you prevent harassmentfrom occurring? What sorts of policiesshould be in place? What shouldmanagers do to protect theiremployees? And if a complaint isfiled, what will we do? All of thesequestions (and more!) will beanswered in this two-day workshop.


• Understand what workplace violence is• Be able to identify some warning signs of violence• Understand the cycle of anger• Understand Albert Bandura’s behavior wheel and how it applies to

anger• Develop a seven-step process for managing your anger and others’

anger• Have better communication and problem solving skills, which will

reduce frustration and anger• Develop some other ways of managing anger, including coping

thoughts and relaxation techniques• Be familiar with the nine components of an organizational approach

to managing anger, including risk assessment processes• Know what to do if a violent incident occurs in the workplace, on

both an individual and organizational level


• Albert Bandura’s behavior wheel• Warning signs of violence• McClure’s seven step anger management process• Communication skills• Problem solving tools• Stress management techniques• Norman Keith’s nine components of a violence prevention program• Turner’s fourteen stages of threat response• Developing a risk assessment program• Incident response checklist

Handling WorkplaceViolence

Violence of any sort has many roots.99% of the time, there are warningsigns of workplace violence. That iswhy this three day workshop will takea comprehensive look at workplaceviolence: how to prevent it on anindividual and an organizational level,and how to respond to it if it doesoccur.


• Understand what workplace violence is• Be able to identify some warning signs of violence• Understand the cycle of anger• Understand Albert Bandura’s behavior wheel and how it applies to

anger• Develop a seven-step process for managing your anger and others’

anger• Have better communication and problem solving skills, which will

reduce frustration and anger• Develop some other ways of managing anger, including coping

thoughts and relaxation techniques• Be familiar with the nine components of an organizational approach

to managing anger, including risk assessment processes• Know what to do if a violent incident occurs in the workplace, on

both an individual and organizational level


• Albert Bandura’s behavior wheel• Warning signs of violence• McClure’s seven step anger management process• Communication skills• Problem solving tools• Stress management techniques• Norman Keith’s nine components of a violence prevention program• Turner’s fourteen stages of threat response• Developing a risk assessment program• Incident response checklist

Handling WorkplaceViolence

Violence of any sort has many roots.99% of the time, there are warningsigns of workplace violence. That iswhy this three day workshop will takea comprehensive look at workplaceviolence: how to prevent it on anindividual and an organizational level,and how to respond to it if it doesoccur.


• What the Peer Review process is• How employees file grievances and how management

should respond• How a facilitator and a panel is chosen• What is involved in the hearing process, from preliminary

meetings to the hearing itself, to the decision process• What responsibilities and powers a panel should have• Questioning techniques• Why peer review panels fail and how to avoid those pitfalls


• What is Peer Review?• Initiating the Process• Setting up the Peer Review Panel• Questioning Techniques• Overview of the Peer Review process:

pre-meeting, hearing, and decision meeting• Walkthrough of a sample panel,

with customizable case files• Why does the process fail?• How can we ensure the process succeeds?

Employee DisputeResolution

Have you ever been in a workplacesituation where a supervisor hasmade a decision that you didn’t agreewith? Did you wish that you could asksomeone else what they thought ofthe decision; whether they wouldhave done the same thing? The PeerReview process offers employees justthat chance, using a formalizedprocess. In this one-day workshop,you will cover all aspects of theprocess, from initiating the


• What the Peer Review process is• How employees file grievances and how management

should respond• How a facilitator and a panel is chosen• What is involved in the hearing process, from preliminary

meetings to the hearing itself, to the decision process• What responsibilities and powers a panel should have• Questioning techniques• Why peer review panels fail and how to avoid those pitfalls


• What is Peer Review?• Initiating the Process• Setting up the Peer Review Panel• Questioning Techniques• Overview of the Peer Review process:

pre-meeting, hearing, and decision meeting• Walkthrough of a sample panel,

with customizable case files• Why does the process fail?• How can we ensure the process succeeds?

Employee DisputeResolution

Have you ever been in a workplacesituation where a supervisor hasmade a decision that you didn’t agreewith? Did you wish that you could asksomeone else what they thought ofthe decision; whether they wouldhave done the same thing? The PeerReview process offers employees justthat chance, using a formalizedprocess. In this one-day workshop,you will cover all aspects of theprocess, from initiating the


• Develop our understanding of where the generation gapissue surfaces, and the impact it has on the modernworkforce.

• Understand and apply language that is specific to eachgeneration currently in the workplace.

• Explore organization strategies that overcome gap issues.• Evaluate the need and effectiveness of recruiting,

retention, and succession plans in context of thegeneration gap.


• History in brief• Finding common ground• Silents, Boomers, Xers, Ys, and Millennials• Recruiting that bridges the gap• Pre-assignment review• Solutions• The value of planning• Holding on for the good times• Developing targeted retention strategies• What we really want

Generation Gap

There are currently five generations inthe workforce, and employers facedwith mass retirements of BabyBoomers are looking for ways toprepare for the changes that willresult. This course examines thehistory and reality of the generationgap.

This course explores whether definingthe actual limits of each generation ismost important, or whether themerits of people within the context ofemployment is the bigger issue.Understanding others helps us tounderstand ourselves and to managethe people that we work with. We willexplore problems, solutions, andstrategies to help overcome issues ofthe generation gap.


• Develop our understanding of where the generation gapissue surfaces, and the impact it has on the modernworkforce.

• Understand and apply language that is specific to eachgeneration currently in the workplace.

• Explore organization strategies that overcome gap issues.• Evaluate the need and effectiveness of recruiting,

retention, and succession plans in context of thegeneration gap.


• History in brief• Finding common ground• Silents, Boomers, Xers, Ys, and Millennials• Recruiting that bridges the gap• Pre-assignment review• Solutions• The value of planning• Holding on for the good times• Developing targeted retention strategies• What we really want

Generation Gap

There are currently five generations inthe workforce, and employers facedwith mass retirements of BabyBoomers are looking for ways toprepare for the changes that willresult. This course examines thehistory and reality of the generationgap.

This course explores whether definingthe actual limits of each generation ismost important, or whether themerits of people within the context ofemployment is the bigger issue.Understanding others helps us tounderstand ourselves and to managethe people that we work with. We willexplore problems, solutions, andstrategies to help overcome issues ofthe generation gap.


• Understand what diversity and its related terms mean• Be aware of how aware you are of diversity and where you can

improve• Understand how changes in the world have affected you and your

view• Be able to identify your stereotypes• Understand what terms are politically correct and which are not,

and why• Be familiar with the four cornerstones of diversity• Understand what the pitfalls are relating to diversity and

understand how to avoid them• Develop a technique for dealing with inappropriate behavior• Develop a management style to encourage diversity• Know what to do if you or one of your employees feels

discriminated against


• What diversity and related terms mean• How has diversity changed your world?• Understanding and identifying stereotypes• Using politically correct language• The four cornerstones of diversity• The STOP technique• How to discourage diversity• Dealing with discrimination• Preventing discrimination• Managing for diversity

Diversity Training

In the past ten years, the workforcehas changed dramatically. More thanever, a workplace is a diversecollection of individuals proud of whothey are: their gender, their sexualorientation, their religion, their ethnicbackground, and all the othercomponents that make an individualunique. In order for your workplace tosucceed, your employees must beable to appreciate and celebratethose differences.


• Understand what diversity and its related terms mean• Be aware of how aware you are of diversity and where you can

improve• Understand how changes in the world have affected you and your

view• Be able to identify your stereotypes• Understand what terms are politically correct and which are not,

and why• Be familiar with the four cornerstones of diversity• Understand what the pitfalls are relating to diversity and

understand how to avoid them• Develop a technique for dealing with inappropriate behavior• Develop a management style to encourage diversity• Know what to do if you or one of your employees feels

discriminated against


• What diversity and related terms mean• How has diversity changed your world?• Understanding and identifying stereotypes• Using politically correct language• The four cornerstones of diversity• The STOP technique• How to discourage diversity• Dealing with discrimination• Preventing discrimination• Managing for diversity

Diversity Training

In the past ten years, the workforcehas changed dramatically. More thanever, a workplace is a diversecollection of individuals proud of whothey are: their gender, their sexualorientation, their religion, their ethnicbackground, and all the othercomponents that make an individualunique. In order for your workplace tosucceed, your employees must beable to appreciate and celebratethose differences.


• Understand the difference between a safety program and a safetyculture

• Have some resources to help you understand the regulations inyour area

• Be able to launch a safety committee• Understand how to identify hazards and reduce them• Know some hiring measures that can improve safety• Understand what a safety training program will involve• Be able to identify groups particularly at risk for injury and know

how to protect them• Be able to help your organization write, implement, and review a

safety plan• Be better able to respond to incidents and near misses• Understand the basics of accident investigation and documentation


• Defining a safety culture• Governing bodies and resources• Starting a safety committee• Identifying and resolving hazards• Taking proactive measures• Identifying groups at risk• Writing a safety plan• Implementing the plan• Incident management• Reviewing the program

Safety in TheWorkplace

Workplace accidents and injuries costcorporations millions of dollars andthousands of hours lost every year.They also have a profound, oftenlifelong impact on workers.Introducing a safety culture into yourorganization, where safety is valuedas an integral part of the business’operation, not only saves the businesstime and money, it also builds acommitted, loyal, healthy workforce.This one-day workshop will give youthe foundation to start building yoursafety culture.


• Understand the difference between a safety program and a safetyculture

• Have some resources to help you understand the regulations inyour area

• Be able to launch a safety committee• Understand how to identify hazards and reduce them• Know some hiring measures that can improve safety• Understand what a safety training program will involve• Be able to identify groups particularly at risk for injury and know

how to protect them• Be able to help your organization write, implement, and review a

safety plan• Be better able to respond to incidents and near misses• Understand the basics of accident investigation and documentation


• Defining a safety culture• Governing bodies and resources• Starting a safety committee• Identifying and resolving hazards• Taking proactive measures• Identifying groups at risk• Writing a safety plan• Implementing the plan• Incident management• Reviewing the program

Safety in TheWorkplace

Workplace accidents and injuries costcorporations millions of dollars andthousands of hours lost every year.They also have a profound, oftenlifelong impact on workers.Introducing a safety culture into yourorganization, where safety is valuedas an integral part of the business’operation, not only saves the businesstime and money, it also builds acommitted, loyal, healthy workforce.This one-day workshop will give youthe foundation to start building yoursafety culture.


• Find different ways of looking at change• Create a change implementation strategy• Make change easier for yourself and others• Develop techniques to cope with change, including resiliency and stress

management• Know how to maintain a sense of control during a change


• What is change?• The Bridges change model• The Conner change model• The Janssen change model• Six reactions to change• Identifying the need for change• Identifying the cost and benefit• Setting the vision and goal• Responding to change• Creating and implementing a strategy• Planning for change• Communication skills• Empowering employees• Building resiliency• Acknowledging reactions• Dealing with emotions• Managing negative stress• Exploring your options• Examining the reality• Your behavior is your choice

Secrets of ChangeManagement

In today's world, change is inevitableand often difficult to deal with.During this one-day course, you willlearn how to implement, manage, andcope with change.


• Find different ways of looking at change• Create a change implementation strategy• Make change easier for yourself and others• Develop techniques to cope with change, including resiliency and stress

management• Know how to maintain a sense of control during a change


• What is change?• The Bridges change model• The Conner change model• The Janssen change model• Six reactions to change• Identifying the need for change• Identifying the cost and benefit• Setting the vision and goal• Responding to change• Creating and implementing a strategy• Planning for change• Communication skills• Empowering employees• Building resiliency• Acknowledging reactions• Dealing with emotions• Managing negative stress• Exploring your options• Examining the reality• Your behavior is your choice

Secrets of ChangeManagement

In today's world, change is inevitableand often difficult to deal with.During this one-day course, you willlearn how to implement, manage, andcope with change.

TeamDevelopment

Workshops

TeamDevelopment

Workshops


• Understand what accountability is and what events inhistory have shaped our view of it.

• Identify the requirements for personal and corporateaccountability.

• Understand the cycle of accountability and thefundamental elements required to build an accountableorganization.

• Identify what individuals must do to become accountable.• Build skills required for accountability, including goal-

setting, giving and receiving feedback, and delegation.• Pinpoint ways to build ownership in your organization.• Isolate areas for further self-improvement.


• Defining accountability• Creating an accountable organization• Setting goals and expectations• Doing delegation right• Offering feedback• A toolbox for managers

EmployeeAccountabilityAn article in the March 11, 2010 editionof TIME magazine purported to explain“why we have entered the post-trustera.” Indeed, we seem to be in a timewhere people act inappropriately andthen refuse to take responsibility fortheir actions. More to the point, why dowe spend so much time and energylooking to pin the blame on someone(usually anyone but ourselves)?

With this in mind, it’s no wonder thatorganizations who promoteaccountability are more successful andmore productive. In this two-dayworkshop, you will learn about whataccountability is, how to promote it inyour organization, and how to becomemore accountable to yourself andothers.


• Understand what accountability is and what events inhistory have shaped our view of it.

• Identify the requirements for personal and corporateaccountability.

• Understand the cycle of accountability and thefundamental elements required to build an accountableorganization.

• Identify what individuals must do to become accountable.• Build skills required for accountability, including goal-

setting, giving and receiving feedback, and delegation.• Pinpoint ways to build ownership in your organization.• Isolate areas for further self-improvement.


• Defining accountability• Creating an accountable organization• Setting goals and expectations• Doing delegation right• Offering feedback• A toolbox for managers

EmployeeAccountabilityAn article in the March 11, 2010 editionof TIME magazine purported to explain“why we have entered the post-trustera.” Indeed, we seem to be in a timewhere people act inappropriately andthen refuse to take responsibility fortheir actions. More to the point, why dowe spend so much time and energylooking to pin the blame on someone(usually anyone but ourselves)?

With this in mind, it’s no wonder thatorganizations who promoteaccountability are more successful andmore productive. In this two-dayworkshop, you will learn about whataccountability is, how to promote it inyour organization, and how to becomemore accountable to yourself andothers.


• Identify different types of teams.• Build teamwork by recognizing and tapping into the twelve characteristics

of an effective team.• Promote trust and rapport by exploring your team player style and how it

impacts on group dynamics.• Recognize the key elements that move a team from involvement to

empowerment and how to give these elements to your team.• Develop strategies for dealing with team conflict and common situations.• Understand how action planning and analysis tools can help your team

perform better.


• Types of teams• The TORI model• The Team Player Survey• Organizations Today• The Stages of Team Development• Communication Skills• Shared Leadership• DeBono’s Thinking Hats• Managing Team Conflict• The Trust/Relationship Model• Obtaining Consensus• Team-Shaping Factors• Team Problem-Solving• SWOT Analysis

Team BuildingDeveloping HighPerformance Teams

Your success as a manager can oftendepend on how well your teamoperates. How are their problem-solving skills? Are they enthusiasticand motivated to do their best? Dothey work well together? There havebeen hundreds of studiesdemonstrating that human beingsfunction better and learn better ingroups. If you want to develop yourteam leadership skills and unleash thetalent of your individual teammembers, this three-day workshop isa practical look at current leadershippractices that work.


• Identify different types of teams.• Build teamwork by recognizing and tapping into the twelve characteristics

of an effective team.• Promote trust and rapport by exploring your team player style and how it

impacts on group dynamics.• Recognize the key elements that move a team from involvement to

empowerment and how to give these elements to your team.• Develop strategies for dealing with team conflict and common situations.• Understand how action planning and analysis tools can help your team

perform better.


• Types of teams• The TORI model• The Team Player Survey• Organizations Today• The Stages of Team Development• Communication Skills• Shared Leadership• DeBono’s Thinking Hats• Managing Team Conflict• The Trust/Relationship Model• Obtaining Consensus• Team-Shaping Factors• Team Problem-Solving• SWOT Analysis

Team BuildingDeveloping HighPerformance Teams

Your success as a manager can oftendepend on how well your teamoperates. How are their problem-solving skills? Are they enthusiasticand motivated to do their best? Dothey work well together? There havebeen hundreds of studiesdemonstrating that human beingsfunction better and learn better ingroups. If you want to develop yourteam leadership skills and unleash thetalent of your individual teammembers, this three-day workshop isa practical look at current leadershippractices that work.


• The PTPS will give you useful feedback aboutyour team player style.

• Identify ways you will want to change to improveyour team player style.

• Better understand and appreciate differencesamong team members.

• Identify those ways your team must improve tobe more effective.

• Develop an action plan for those improvements.


• Your team player style• The strengths of each style• The challenges for each style• Establishing team norms• Building team trust• Working through the stages of

team development• Communication skills

Teamwork-BuildingBetter TeamsTeams have become a principle buildingblock of successful organizations. Thisone-day workshop is a basic course forteam leaders and team members,designed to focus on the characteristicsof an effective team player and theelements of an effective team. You willleave the workshop with plans for yourpersonal development as a team playerand ideas for developing your back-home team.

A critical element of this workshop is theGlen Parker Team Player Survey (PTPS),an 18 item self-assessment instrumentthat will help you identify your primaryteam player style, help you increase yourpersonal effectiveness in teamsituations, and help you effectivelydevelop your group into a highperforming team.


• The PTPS will give you useful feedback aboutyour team player style.

• Identify ways you will want to change to improveyour team player style.

• Better understand and appreciate differencesamong team members.

• Identify those ways your team must improve tobe more effective.

• Develop an action plan for those improvements.


• Your team player style• The strengths of each style• The challenges for each style• Establishing team norms• Building team trust• Working through the stages of

team development• Communication skills

Teamwork-BuildingBetter TeamsTeams have become a principle buildingblock of successful organizations. Thisone-day workshop is a basic course forteam leaders and team members,designed to focus on the characteristicsof an effective team player and theelements of an effective team. You willleave the workshop with plans for yourpersonal development as a team playerand ideas for developing your back-home team.

A critical element of this workshop is theGlen Parker Team Player Survey (PTPS),an 18 item self-assessment instrumentthat will help you identify your primaryteam player style, help you increase yourpersonal effectiveness in teamsituations, and help you effectivelydevelop your group into a highperforming team.

Contact DetailsAddress:6 Dokki Street, Dokki-Giza, Cairo, EgyptTelephone:+202 33 36 4159Fax:+202 37 49 2472Mobile:+2 01000 39 0200- +2 01274 47 433- +2 010697 61 838Website:www.globalterminology.comVia e-mail:[email protected]@globalterminology.com

Address:6 Dokki Street, Dokki-Giza, Cairo, EgyptTelephone:+202 33 36 4159Fax:+202 37 49 2472Mobile:+2 01000 39 0200- +2 01274 47 433- +2 010697 61 838Website:www.globalterminology.comVia e-mail:[email protected]@globalterminology.com

Thank you for your

Participation…

was made for you

Organizational Development Process Re-engineering Individual Performance

Address: 6 Dokki Street, Dokki-Giza, Cairo, Egypt

Telephone: +202 33 36 4159

Fax: +202 37 49 2472

Mobile: +2 01000 39 0200- +2 01274 47 433- +2 010697 61 838

Website: www.globalterminology.com

Thank you for your

Participation…

was made for you



Telephone: +202 33 36 4159

Fax: +202 37 49 2472

Mobile: +2 01000 39 0200- +2 01274 47 433- +2 010697 61 838


Thank you for your

Participation…

was made for you



Telephone: +202 33 36 4159

Fax: +202 37 49 2472

Mobile: +2 01000 39 0200- +2 01274 47 433- +2 010697 61 838


Documents

Global Terminology Mastering Performancetrainingdirectory-mena.com/mediafiles/providers/doc211-24873.pdf · • Strategic planning with a SWOT analysis ... • Johari Windows