training brochure
DESCRIPTION
Career Nation Training BrochureTRANSCRIPT
W O R L D C L A S S T R A I N I N G F O R B U S I N E S S P R O F E S S I O N A L S
2
Welcome to CareerNation seminars and workshops. CareerNation provides innovative, customized training, skill development and business consulting of the highest quality to foster economic development across Africa. We are dedicated to helping businesses develop and deliver programs that convert training investments into business results.
Whether you are a manager or an individual professional, CareerNation offers more than 250 world-class seminars at every organizational level that will enhance your professional competencies. All our seminars include instruction by an expert facilitator, small interactive classes, specialized manual and course materials, and personalized certificate of completion.
CareerNation seminars provide opportunities to learn from accomplished instructors with hands-on experience. We select our instructors for their outstanding academic credentials and real-world experience. By combining their expertise with special training, our instructors offer an engaging and interactive learning experience. Take your time and browse through our training catalog and select the seminar that is right for you and your team.
Sincerely,
Victor Madubuko, PHR Founder and Chief Executive Officer
2
3
C A R E E R N A T I O N S E M I N A R S
250 SemiNArS iN 4 CouNTrieS • SeminarsandWorkshops • GlobalConferencesandExpositions • ExecutiveTrainingPrograms • ComputerTrainingCourses • IndustrySpecificTrainingPrograms • OnsiteTrainings
ASSESSEmPlOyEEDEvElOPmEnTnEEDS our proven CareerNation Assessment Tools uncover crucial business skill gaps that are holding your business back. use the immediate feedback to eliminate guess-work from training decisions and justify your training budget.
DElIvErInDIvIDuAlAnDGrOuPTrAInInG Developspecificskillsofindividualemployeesbysendingthem to CareerNation offsite training. For team building, change management, corporate retreat, or to address aspecificcorporateissue,Careernationdeliverscus-tomized “on Site” seminars. To have your own in-house trainers deliver CareerNation content, take advantage of CareerNation licensing.
CuSTOmTrAInInGPrOGrAmS CareerNation works with corporate, government and non-profitorganizationstodevelopcustomcoursecontentand education strategies that will build a well informed and trained workforce that is more productive, more at-tuned to business policies and procedures and better able to meet critical business objectives.
mEASurErESulTSAnDrEInfOrCElEArnInG our blended learning approach integrates the live classroom experience with online resources. online pre- and post-assessments help you measure the transfer of knowledge, and refresher “tune-up” material reinforces and extends the learning beyond the classroom.
CrEATErEAlBuSInESSrESulTS CareerNation is committed to helping you develop and train your people in order to create business results. “you will notice the difference.”
3
4
I N D E XCaREER DEVElOPMEnt COURSES | Page05 AdvancedWritingSkills BuildingyourSelfEsteemandAssertivenessSkills
Business etiquette Business Writing that Works
CommunicationStrategies Conflictresolution:DealingwithDifficultPeople
PresentationSurvivalSchool PublicSpeaking:SpeakingunderPressure
SpeakEasy:ConqueringyourfearofSpeakinginPublic SkillsfortheAdministrativeAssistant
SpeakEasy:ConqueringyourfearofSpeakinginPublic Timemanagement:GetOrganizedforPeakPerformance
The minute Taker’s Workshop Working Smarter
WritingreportsandProposals
HUMan RESOURCES ManaGEMEnt COURSES | Page13 Angermanagement SecretsofChangemanagement:AOneDayPrimer
ControllingAngerBeforeItControlsyou:AOneDayPrimer BuildingBetterTeams
BusinessSuccessionPlanning Changemanagement:ChangeandHowtoDealwithIt
ConductingEffectivePerformancereviews Conflictresolution:GettingAlongintheWorkplace
CustomerServiceTraining:managingCustomerService Disputeresolution:mediationthroughPeerreview
HiringforSuccess:BehavioralInterviewingTechniques OrientationHandbook:EmployeesOfftoaGoodStart
Performancemgmt:managingEmployeePerformance ProblemSolving&Decisionmaking
Stress management
SUPERVISORS anD ManaGERS COURSES | Page19 TheProfessionalSupervisor TheABC’sofSupervisingOthers
DevelopingHighPerformanceTeams understandingProjectmanagement
Projectmanagementfundamentals negotiatingforresults
motivationTraining:motivatingyourWorkforce meetingmanagement:TheArtofmakingmeetingsWork
marketingandSales IntermediateProjectmanagement
AdvancedProjectmanagement Budgets&managingmoney
Businessleadership:Becomingmanagementmaterial Coaching:AleadershipSkill
TheArtofDelegatingEffectively Hrforthenon-Hrmanager
tRaIn tHE tRaInER COURSES | Page27 usingActivitiestomakeTrainingfun ThePracticalTrainer
Survival Skills for the New Trainer Facilitation Skills
DevelopingyourTrainingProgram AdvancedSkillsforthePracticalTrainer
WORKPlaCE ESSEntIalS SEMInaRS | Page31 Workplaceviolence WorkplaceHarassment
SafetyintheWorkplace GenerationGap
DiversityTraining:CelebratingDiversityintheWorkplace BusinessEthicsfortheOffice
SalES tRaInInG | Page35 SalesTraining:BuildingrelationshipsforSuccessinSales CallCenterTraining
Crm:AnIntroductiontoCustomerrelationshipmanagement DynamiteSalesPresentations
SalesTraining:OvercomingObjectionstonailtheSale ProspectingforleadslikeaPro
SalesTraining:SellingSmarter Telemarketing:usingtheTelephoneasaSalesTool
HOW tO REGIStER | Page40
4
5
C A R E E R D E V E L O P M E N T C O U R S E S
66
aDVanCED WRItInG SKIllS ............................................................................................................................
This is a one-day workshop for those who already are good writers. our time will be devoted to writing letters ofrecommendation,ofpersuasion,ofrefusalorofaction,thatreflectcurrentwordusageandup-to-datefor-mats.youcanalsobecomemoreskilledatwritingbusinesscases,proposalsandreports,andlearnabitmoreabout e-mail etiquette.
HOW YOU WIll BEnEFIt:Discussyourwritingchallenges.•
learnhowtomakeyourwritingclear,concise,and • correct.
improve sentence construction and paragraph • development.
identify some ways to make your writer simpler and • easier to read.
learnaboutatoolthatcandeterminehowreadable • your work is.
Developeffectivebusinesslettersfortough • situations.
Discusse-mailetiquette.•
Developanappropriatewritingstyleandformatfor • your letters, business cases, and reports.
recognize standard ways of documenting materials.•
WHat YOU WIll COVERHowtomakeyourwritingclear,concise,and •
correct
Types of words and when to use them•
using inclusive language•
Seven ways to simplify your writing•
Sentence and paragraph construction•
Business letter formats•
Howtowriteareportorproposal•
Howtowriteabusinesscase•
Howtowritearequestforproposals•
e-mail etiquette•
Documentingsources•
BUIlDInG YOUR SElF EStEEM anD aSSERtIVEnESS SKIllS ............................................................................................................................
Buildingyourself-esteemisessentialforconfidenceandsuccess,anditallbeginswithyou.Ofallthejudg-ments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth,lifecanbeenormouslypainful.Duringthisone-dayworkshopyouwilldiscoversomesimpletech-niquesthatdramaticallychangehowyoufeelaboutyourself.youwilllearnhowtorecognizetheimportanceof learning self-acceptance and nurturing your sense of self.
HOW YOU WIll BEnEFIt:learnhowtocreatepositiveself-expectations•
Begin setting goals to get more of what you want • from life
Developself-talkmessagesthathelpbuildself- • esteem
identify communication tools to help you be more • assertive
learnhowtosayno,andwhennoisthebest • answer
learnhowtomakeapositivefirstimpression•
Discoverwaystoconnectwithpeople•
WHat YOU WIll COVERBuilding your self-esteem •
Puttingothersatease•
makepositivefirstimpressions•
Fake it ‘til you make it!•
internal self-esteem factors•
Projectingself-confidence•
Negative vs. positive thinking•
Distortedthinking•
Howtowipeoutworry•
Communication skills•
Givingandreceivingcompliments•
7
BUSInESS EtIqUEttE ............................................................................................................................
in today’s world, business demands more than keeping your nose to the grindstone and your ear to the ground. youneedbusinesssavvyandtheabilitytoestablishyourselfinacrediblemanner.Afauxpasatthewrongtimecan damage your career. if you are newly appointed to a management position, or if you interact with people you don’t know on a regular basis, this workshop can help you succeed. if you want to enhance and polish your business image, or if you just want to avoid feeling uncomfortable in the corporate world, this workshop will allowyoutotakeaquantumleapforwardinskill,sophistication,andconfidence.
HOW YOU WIll BEnEFIt:Finesse introductions-from shaking hands and using •
eye contact to remembering names
Dressappropriatelyforeverybusinessoccasion•
feelmoreconfidentofyourbusinesscommunication•in every situation
use your business cards wisely•
Perfectyourhandshake•
Gainthatextraedgethatestablishestrustand•credibility
WHat YOU WIll COVERHowbusinessetiquetteiscrucialtoyourcareer•
Howtomakeagoodfirstimpression•
Ways of remembering names•
Business card etiquette•
Diningetiquette•
Howtoshakehands•
Decipheringthedresscode•
What to include in a business wardrobe•
Telephone etiquette•
e-mail etiquette•
BUSInESS WRItInG tHat WORKS ............................................................................................................................
forthosewhomustwriteaspartoftheirjob,beingabletowritewellisarealcareerboost.learnhowtocap-ture your thoughts on paper so they are strong and persuasive, but at the same time clear, concise, complete, and correct.
Wecanthinkaboutwritingeitherasaprocessorasaproduct,thefinishedpieceofwriting.Ifwecanthinkofitasaprocess,thenbychangingthewaywegoaboutwriting,wecanchangethefinishedproduct.Whileparticipants will still be aiming to turn out a good product, their sense of satisfaction will arise partly from a greater appreciation of the process by which they get there. This two-day workshop will concentrate on the nitty-gritty details that writers have to contend with, and give them some practical advice on making the job lessdifficult.Theywillalsohaveopportunitytodiscusstheirwritingproblemsandsharesolutionswithothersin the workshop.
HOW YOU WIll BEnEFIt:Haveabettergraspofthebasicsofwriting—thatis,•
better appreciate the grammar, spelling, punctuation and sentence structure required for writing correctly.
Practicetheabilitytowriteconciselyandclearly,so•that the reader will grasp quickly the message of the written material.
learntheprocessofgatheringmaterial,puttingit•in a format that addresses the points under discussion, and bringing closure to the situation, through recommendations or next steps.
Developawritingstyleinkeepingwiththatusedby•experienced writers.
WHat YOU WIll COVERThe Four C’s•
Active vs. passive voice•
PunctuationTips•
SentenceandParagraphStructure•
WritingBusinessletters•
Writing reports and memos•
Inclusivelanguage•
SpellingandProofreading•
e-mail etiquette•
7
88
COMMUnICatIOn StRatEGIES ............................................................................................................................
This two-day workshop is designed to help you improve your interactions with other people in your workplace or at home. This workshop gives participants the opportunity to improve the critical communication skills of lis-tening, asking questions and being aware of nonverbal messages. This workshop can also help participants who arestrugglingtofindthatmiddlegroundbetweenbeingtooaggressiveandtoopassive,andhowtocounterthemanipulativetacticsofdifficultpeople.Participantsalsolearnmoreabouttheelementsofourcommunicationwith others that help us reveal appropriate information about ourselves, and how to get a handle on how to better manage ourselves for a professional image.
HOW YOU WIll BEnEFIt:identify common communication problems that may •
be holding you back
Developskillsinaskingquestionsthatgiveyou•information you need
learnwhatyournon-verbalmessagesaretelling•others
Developskillsinlisteningactivelyand•empathetically to others
learnhowtofirmlystandyourgroundandmake•your feelings heard
Enhanceyourabilitytohandledifficultsituations•without being manipulated
Beawareofthefivetypesofrelationships•
WHat YOU WIll COVER10commandmentsofpositiverelationships•
Self-awareness•
Feeling competent•
Communication barriers•
Asking good questions•
listeningskills•
Johari Windows•
improving your self-image•
Five approaches to relationships•
yourframeofreference•
The assertive formula•
Saying no•
COnFlICt RESOlUtIOn: DEalInG WItH DIFFICUlt PEOPlE ............................................................................................................................
EdwardDeming,thefatherofqualitymanagement,hassaidthatpeoplecanfacealmostanyproblemexceptthe problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t dealwiththedifficultpeopleintheirlives.Thisworkshopwillhelpyouidentifysomeofthewaysyoumaybecontributing to these problems and give you some strategies you can adopt, at work and in your personal life.
HOW YOU WIll BEnEFIt:recognize how your own attitudes and actions •
impact on others
Find new and effective techniques for managing •negative emotions
Developcopingstrategiesfordealingwithdifficult•peopleanddifficultsituations
identify those times when you have the right to •walkawayfromadifficultsituation
learnsometechniquesformanaginganddealing•with anger.
WHat YOU WIll COVERinteractions with others•
reciprocal relationships•
Anthony robbins’ Agreement Frame•
Dealingwithchange•
Thefive-stepprocess•
managing your anger•
managing other people’s anger•
Why don’t people do what they are supposed to?•
Causesofdifficultbehavior•
De-stressoptions•
9
CUStOMER SERVICE tRaInInG: CRItICal ElEMEntS OF CUStOMER SERVICE ............................................................................................................................
Haveyoueverencounteredanunpleasantcustomerandnotknownwhattodo?Doyouworrythatyou’renotassertiveenoughwithdemandingpeople?Doyoustruggletosolveproblems?Doyouknowwhoyourcustomersare?Doyouhaveindividualandorganizationalgoalstostrivefor?
This two day workshop will help you in all of these areas, and more!
HOW YOU WIll BEnEFIt:recognize that service delivery is an individual •
response value.
understand how your own behavior impacts the •behavior of others.
Developmoreconfidenceandskillasaproblem-•solver.
Communicate more assertively and effectively.•
learnsomewaystomakecustomerserviceateam•approach.
WHat YOU WIll COVERWhoAreyourCustomers?•understanding and meeting expectations•yourSelf-Image•meeting expectations•Setting Standards•SmArTGoals•Telephone Techniques•Communication Skills •The Talkative Caller•DealingWithDifficultPeople•StepsToProblem-Solving•resolvingConflict•ServicePrIDE•Acting Assertively•managing Stress•
PRESEntatIOn SURVIVal SCHOOl ............................................................................................................................
Agreatpresenterhastwouniquequalities:appropriateskillsandpersonalconfidence.Thisconfidencecomesfrom knowing what you want to say and being comfortable with your communication skills. in this two day workshop, you will master the skills that will make you a better speaker and presenter.
HOW YOU WIll BEnEFIt:identify ways to gain rapport with your audience•
learntechniquestoreducenervousnessandfear•
recognize how visual aids can create impact and •attention
Developtechniquestocreateaprofessional•presence
learnsomedifferentwaystoprepareandorganize•information
Prepare,practice,andpresentashortpresentation•
WHat YOU WIll COVERCommunication skills•Howtoedityourconversation•Appropriately sharing yourself with others•Trust•Positiveself-talk•making the most of meetings•Body language•Sticky situations•Advantages of oral presentations•PlanningyourpresentationwithPAfEO•overcoming nervousness•The STArr pattern•Start writing!•Howtolimityourinformation•Creatinganaudienceprofile•yourspeakingvoice•Adding punch to your presentation•Presentationpractice•
9
1010
PUBlIC SPEaKInG: SPEaKInG UnDER PRESSURE ............................................................................................................................ Speaking under pressure, or thinking on your feet, is based on being able to quickly organize your thoughts and ideas, and then being able to convey them meaningfully to your audience to modify their attitudes or behavior. it applies to formal speeches as well as everyday business situations. it requires presence of mind, goal orienta-tion, adaptation, and judgment. it also requires differentiating between oral and written communications.
This two day workshop has been designed for those who are in positions where they must speak in front of au-diences that are hostile or demanding. This material is also suitable for those who are relatively new speakers who want some encouragement to speak up in meetings or who want some training before they begin making presentations on behalf of the organization. This course is aimed at improving your skills and learning some newtechniqueswhichwillgiveyouthepersuasiveedgewhenyouaremakingapresentation,fieldingdifficultquestions, or presenting complex information.
HOW YOU WIll BEnEFIt:Quick and easy preparation methods – whether you •
have one minute or one week to prepare.
What you can do to prepare for questions before you •know what those questions will be.
Howyoucanovercomethenervesthatyoumay•have when speaking in front of a group, particularly if the group is not sympathetic to what you have to say.
Presentationtechniquesthatestablishyour•credibility and get people on your side.
WHat YOU WIll COVERGettingstarted•Planningyourpresentation•forcefieldanalysis•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•Practicepresentations•
SKIllS FOR tHE aDMInIStRatIVE aSSIStant ............................................................................................................................ Work is not the only thing that matters in life, but most of us want to take pride in what we do. While we don’t have to like the people we work with, or report to, at the very least we should be able to interact positively withthem.Thebiggestinfluenceonjobsatisfactionisourrelationshipwithothers.
This is a two-day workshop designed for those who work in support positions, to help them improve their ev-erydayperformanceinanofficeenvironment.Thetwodayswillhelpyouimproveyourcommunicationsskills,makeagoodfirstimpression,anddeveloppersonalmanagementskills.
HOW YOU WIll BEnEFIt:understand the importance of professional presence •
on the job.
learnhowtoself-managetobecomemoreeffective•andefficient.
improve your communications skills, including •listening, questioning, and being more assertive.
increase your effectiveness in recognizing and •managingconflict,anddealingwithdifficultpeople.
WHat YOU WIll COVERPersonalBest,ProfessionalBest•PuttingOthersatEase•DistortedThinking•TheStepstofeelingGood•Assertiveness•Communication Skills•Askingandlistening•non-verbalmessages•Writing Skills•GettingAhead•Self management•SettingGoals•WorkingWithDifficultPeople•learningtoSayno•De-StressOptions•
11
SPEaKEaSY: COnqUERInG YOUR FEaR OF SPEaKInG In PUBlIC ............................................................................................................................
Doyougetnervouswhenpresentingatcompanymeetings?Doyoufindithardtomakeconversationatgather-ingsandsocialevents?Doyoulockupinawkwardsocialsituations?Ifso,thisonedayworkshopisjustforyou!it’s aimed at anybody who wants to improve their speaking skills in informal situations. We’ll give you the con-fidenceandtheskillstointeractwithothersandtospeakininformalsituationsandinfrontofsmallgroups.
HOW YOU WIll BEnEFIt:enhance the ability to speak one-on-one with •
others.
feelmoreconfidentspeakingsociallyorsmall•groups such as meetings.
Practicedevelopingtheseskillsinasafeand•supportive setting
WHat YOU WIll COVERGoodcommunicationskills•Barriers to communication•The skill of interactive listening•interpersonal skills•Self-disclosure•The art of conversation•re-designing yourself for strength•Professionalism•Fifteen ways to master a meeting•Sticky situations•Controllingphysical&mentalnervousness•
tHE MInUtE taKER’S WORKSHOP ............................................................................................................................
No matter who you are or what you do, whether at work or in the community, you are involved in meetings. meetings are costly, even if they are held in a company boardroom. To ensure meetings are productive and worththeexpenseinvolved,threeingredientsarenecessary:anassuranceofclosure,astrongchairorleader,and accurate minutes. it has been said that if the minutes of a meeting are not accurate, then the meeting may just as well not have taken place.
if people can’t remember or agree on what actually occurred at a meeting, how can the group effectively ac-complish its objectives? After this one-day workshop you will understand your role as a minute taker and the best techniques for producing minutes that include all the essential information needed.
HOW YOU WIll BEnEFIt:recognize the importance of minute-taking.•
Developkeyminute-takingskills,includinglistening•skills, critical thinking, and organization.
Be able to remedy many of the complaints that •beset minute-takers.
Be able to write minutes that are suitable for formal •meetings, semi-formal meetings, and action minutes.
Beanefficientminute-takerinanytypeofmeeting.•
Be able to prepare and maintain a minute book.•
WHat YOU WIll COVERThe role of a minute-taker•The skills of a minute-taker (including listening, •
critical thinking, and organization)meeting agreements•Styles of minutes (including formal, informal, and •
action)What to record•Techniques for preparing minutes•editing minutes•The minute book•Taking minutes in an interactive meeting•
•
11
1212
tIME ManaGEMEnt: GEt ORGanIzED FOR PEaK PERFORManCE ............................................................................................................................ Time is money, the saying goes, and lots of it gets lost in disorganization and disruption. This workshop will help you get agriponyourofficespace,organizeyourworkflow,learnhowuseyourplannereffectively,anddelegatesomeofyourwork to other people.Thisone-dayworkshopwillalsohelpyouorganizeandprioritizeforgreaterworkplaceefficiency.Theworkshopisfullofideas for organizing your work area and your paperwork and working on the “right” things.Getoutofyourmentalrut.Thinknewthoughtsaboutthetimeyouhave.Discovernewwaysofdoingthings,andfeelmorein control of your life.
HOW YOU WIll BEnEFIt:Better organize yourself and your workspace for peak •
efficiency.understand the importance of, and the most useful •
techniques for, setting and achieving goals.identify the right things to be doing and develop plans for •
doing them.learnwhattodelegateandhowtodelegatewell.•Take control of things that can derail workplace productivity.•
WHat YOU WIll COVERThe power of change•understanding yourself•Setting goals•Planning•Setting a ritual•ThefourD’sandSTInG•organizing your workspace•Organizingyourfiles•managing your workload•WORKInG SMaRtER
............................................................................................................................ rudeness in the workplace is increasing to the level that universities are studying it. everyone is busy, everyone is stressed, and most people take it out on their colleagues at one time or another. We’ve all been in a situation where we need to printsomethingASAPandsomeonehaslefttheprinterjammed,orweneedcoffeeandthecoffeepotisempty.Technologyissupposedtomakelifeeasierandsimpler,butmostmanagersfindthemselvescleaningupthemessescausedbytoomanygadgets.Howdoweusetechnologytoouradvantage,toworksmarterinsteadofharder?
HOW YOU WIll BEnEFIt:Be able to make your workplace a technology-friendly place•make the most of computers, telephones, instant messaging, •
e-mail, contact management applications, and scheduling softwareCommunicate better with the iT department•make the best software and training choices•Be able to set an iT budget•Keep employees safe and healthy•Developandimplementasystemusagepolicy•implement policies for dealing with company property•Decidewhetherornotemployeesshouldtelecommuteandmake•
telecommuting workDealwithworkplacerage•Address technological issues•
WHat YOU WIll COVERWhat to do when your technology budget gets •
cute-mail etiquette•System usage policies•HowtoreducerSIs•Ways to use technology to make work fun•instant messaging acronyms•What to do when cell phones take over your •
meetingHowtopreventemployeesfromgettingmad•
at technologyWhat to do when you can’t get a problem •
solved by the iT department
WRItInG REPORtS anD PROPOSalS ............................................................................................................................ This two-day workshop is intended to help you do the writing your job demands. if you are a manager at any level in busi-ness, government, or industry, you must write reports. Whether you want to or not, you write to explain things, to smooth relationships and to convince others of the value of some course of action. Writing must be clear, concise, complete, and correct. it must also convey your message in a courteous tone. The workshop will help you to identify the range of this kind of writing, the forms it takes, and the persuasive techniques it requires.
HOW YOU WIll BEnEFIt: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 •
confidentitisclear,concise,complete,andcorrect.To provide an opportunity to apply these skills in •
real work applications.
WHat YOU WIll COVERClear, concise, complete, correct•Constructing paragraphs•The four stages of report writing•Planningreports:PAfEO•Directvs.indirectapproach•organizational strategies•Headingsandsubheadings•Tables and graphs•Format for reports•reports vs. proposals•Steps in the persuasion process•
13
H U M A N R E S O U R C E S M A N A G E M E N T C O U R S E S
1414
anGER ManaGEMEnt ............................................................................................................................ Angerisauniversalexperience.Dogsgetangry,beesgetangry,andsodohumans.youdon’thavetobeapsychologisttoknowthatmanagingangerproductivelyissomethingfewindividuals,organizations,andsocietiesdowell.yetresearchtellsusthatthose who do manage their anger at work are much more successful than those who don’t.The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success aswellasminimizesdestructiveconflicts.Thecustomerserviceagentwhocandefusetheangrycustomernotonlykeepshercustomers loyal but makes her own day less troublesome. This workshop is to help give you and your organization that edge.
HOW YOU WIll BEnEFIt:Be better able to recognize how anger affects our •
bodies, our minds, and our behavior.Be better able to use the six-step method to break •
old patterns and replace them with a model for assertive anger.
Be better able to control your own emotions when •faced with other peoples’ anger.
Be better able to identify ways to help other people •safely manage some of their repressed or expressed anger.
WHat YOU WIll COVERHowangeraffectsourbodiesandourminds•Coping thoughts•express feelings appropriately•Preventabuild-upoffrustration•Howtodealwithissues•Staying calm•identifying anger pay-offs•relaxation techniques•identifying trigger thoughts•Developingyourpersonalsanctuary•identifying distorted thoughts•
SECREtS OF CHanGE ManaGEMEnt: a OnE DaY PRIMER ............................................................................................................................ Intoday’sworld,changeisinevitableandoftendifficulttodealwith.Duringthisone-daycourseyouwilllearnhowtoimplement, manage, and cope with change.
HOW YOU WIll BEnEFIt:Find different ways of looking at •
changeCreate a change implementation •
strategymake change easier for yourself and •
othersDeveloptechniquestocopewith•
change, including resiliency and stress management
Know how to maintain a sense of •control during a change
WHat YOU WIll COVERWhat is change? •The Bridges, Conner and Jassen •
change modelsSix reactions to change •identifying the need for change •Identifyingthecostandbenefit•Setting the vision and goal •Creating and implementing a strategy •Planningforchange•
COntROllInG anGER BEFORE It COntROlS YOU: a OnE DaY PRIMER ............................................................................................................................ everyone gets angry; it’s a completely natural response. But do you know how to manage that anger construc-tively? By the end of this one-day course, you will!
HOW YOU WIll BEnEFIt:understand anger and its causes •
understand behavior types•
Developcopingtools•
improve your communication skills•
WHat YOU WIll COVERThe costs of anger •Thebenefitsofanger• Buttons and triggers •Precipitatingfactors•Distortedthinking•Passive,manipulative,assertive,•
aggressive, and passive-aggressive behavior types
managing reactions • Starting an anger log • relaxation techniques • Coping thoughts •
Communication skills •empowering employees •Building resiliency•Acknowledging reactions •Dealingwithemotions•managing negative stress •exploring your options •examining the reality •yourbehaviorisyourchoice•
using humor • A model of release •listeningskills• Asking questions • Solving problems •Developingyourassertiveness•
15
BUIlDInG BEttER tEaMS ............................................................................................................................ Teams have become a principle building block of successful organizations. This one-day workshop is a basic course for team leaders and team members, designed to focus on the characteristics of an effective team player and the elements ofaneffectiveteam.youwillleavetheworkshopwithplansforyourpersonaldevelopmentasateamplayerandideasfordeveloping your back-home team.AcriticalelementofthisworkshopistheGlenParkerTeamPlayerSurvey(PTPS),an18itemself-assessmentinstrumentthat will help you identify your primary team player style, help you increase your personal effectiveness in team situa-tions, and help you effectively develop your group into a high performing team.
WORKSHOP tOPICS:ThePTPSwillgiveyouusefulfeedbackaboutyourteamplayerstyle.•identify ways you will want to change to improve your team player style.•Better understand and appreciate differences among team members.•identify those ways your team must improve to be more effective.•Developanactionplanforthoseimprovements.•
Communication skills •empowering employees •Building resiliency•Acknowledging reactions •Dealingwithemotions•managing negative stress •exploring your options •examining the reality •yourbehaviorisyourchoice•
using humor • A model of release •listeningskills• Asking questions • Solving problems •Developingyourassertiveness•
BUSInESS SUCCESSIOn PlannInG ............................................................................................................................ Change is a hallmark of today’s business world. in particular, our workforce is constantly changing – people come and go, and move into new roles within the company. Succession planning can help you make the most of that change by ensuring that when someone leaves, there is someone new to take their place. This one-day course will help you develop, maintain, and evaluate your succession plan.
HOW YOU WIll BEnEFIt:understand the value of succession planning for •
successful businesses.Developexpertisewiththekeyelementsofa•
succession plan.Create and discuss aspects of a succession plan.•Discusstheelementsofasuccessionplanin•
terms of roles, responsibility, function, scope, and evaluation.
WHat YOU WIll COVERA need for succession planning•Definingasuccessionplan•identifying resources and analyzing risks•Definingroles,responsibilities,andfunctions•Gatheringinformation•Forecasting needs•Puttingtheplantogether•Puttingtheplanintoaction•evaluating and reviewing the plan•youractionplan•
CHanGE ManaGEMEnt: CHanGE anD HOW tO DEal WItH It ............................................................................................................................ managers traditionally have had the task of contributing to the effectiveness of their organization while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior management. managers who have an understanding of the dynamics of change are better equipped to analyze the fac-tors at play in their own particular circumstances, and to adopt practical strategies to deal with resistance. This one-day workshop will help you deal with change and will give you strategies to bring back to your employees.
HOW YOU WIll BEnEFIt:Attheendoftheworkshop,youwillbeableto:
Accept that there are no normal or abnormal ways •of reacting to change
See change as an essential element that is positive•
recognize that adapting to change is all about •attitude
identify the stages of change we go through as we •learn to deal with change
See change as an opportunity for self-motivation •and innovation
Developstrategiesfordealingwithandaccepting•changes in your organization
WHat YOU WIll COVERThe change process•
The human response to change•
The pace of change and the pace at which people •adopt change
The pyramid response to change•
resisting and welcoming change•
The Four-room Apartment of change and how to use •it
Howtoincreaseyourresiliencytochange•
managing anger•
Dealingwithstress•
An action plan for success•15
1616
COnDUCtInG EFFECtIVE PERFORManCE REVIEWS ............................................................................................................................ Performancereviewsareanessentialcomponentofemployeedevelopment.Someoneoncesaid,“Ifyoualwaysdowhatyou’vealwaysdone,you’llalwaysgetwhatyou’vealwaysgot.”And,rememberwhattheGermanphilosopherGoethesaid:“Treat people as if they were what they ought to be and you help them become what they are capable of being.” Setting goalsandobjectivestoaimforwillgivesupervisorsandemployeesaunifiedfocusandtargetstoaimfor.Supervisorsmustalso learn how to give feedback, both positive and negative, on a regular and timely basis so that employees can grow and develop.Performanceappraisalsinvolvealltheseactivities.
HOW YOU WIll BEnEFIt:recognize the importance of having a performance appraisal •
process for employees.understand how to work with employees to set performance •
standards and goals.Developstrategiesformanagingemployeeperformance.•Developskillsinobservingandgivingfeedback,listeningand•
asking questions, for improved performance.identify an effective interview process and have the opportunity •
to practice the process in a supportive atmosphere.
WHat YOU WIll COVERThe importance of performance appraisals•Developingstandardsandgoals•Documentingperformance•Performancefeedbackandcoaching•The appraisal as a two-way process•managing employee performance•Howtofiresomeone•Accepting criticism•
COnFlICt RESOlUtIOn: GEttInG alOnG In tHE WORKPlaCE ............................................................................................................................ Allofusexperienceconflict.Wearguewithourspouses,disagreewithourfriends,andsometimesevenquarrelwithstrangersatahockeygame.Attimeswelosesightofthefactthatallthisconflictisnormal.Solongaspeopleareindi-vidualstherewillbethepotentialforconflict.Sinceyoucan’tpreventconflict,themostimportantthingistolearnhowtohandleormanageitinproductiveways.Whatiscriticalforresolvingconflictisdevelopinganunderstandingof,andatrust in, shared goals. it requires openness, discipline, and creativity. Showing respect for other people and not blaming themenablespeopletoworkformutualbenefit.Thesearetheskillsthatyouwilldevelopinthistwo-dayworkshop.
HOW YOU WIll BEnEFIt:understandwhatconflictisandhowitcanescalate.•recognizethefivemostcommonconflictresolution•
styles and when to use them.Increasepositiveinformationflowthroughnon-•
verbal and verbal communication skills.Developeffectivetechniquesforintervention•
strategies.Becomemoreconfidentofyourabilitytomanage•
conflictstoenhanceproductivityandperformance.Strengthen staff trust and morale.•
WHat YOU WIll COVERThepositivesandnegativesofconflict•Typesofconflict•The Johari Window•Thefivestagesofconflict•yourconflictresolutionstyle•The Communication Funnel•Questioning and listening skills•Seven steps to ironing things out•Facilitation skills•Setting norms•making an intervention•
CUStOMER SERVICE tRaInInG: ManaGInG CUStOMER SERVICE ............................................................................................................................ The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer ser-vice agent. As you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energizing time to build and expand from where you are now.
HOW YOU WIll BEnEFIt:identify ways to establish links between excellence in •
customer service and your business practices and policies.Developtheskillsandpracticesthatareessentialelementsof•
a customer service focused manager.recognize what employees are looking for to be truly •
engaged.Developstrategiesforcreatingengagedemployeesand•
satisfiedcustomersinwhateverbusinessunitsyoumanage.recognize who the customers are and what they are looking •
for.
WHat YOU WIll COVERWho our customers are and what they expect•Sustaining an individual level of engagement•Communication skills•Appropriate sharing•Self-image&firstimpressions•effective leadership•Situational leadership•Developingyourleadershipstyle•managing employee engagement•DevelopingaServicemanagementSystem•
17
WHat YOU WIll COVERThe importance of performance appraisals•Developingstandardsandgoals•Documentingperformance•Performancefeedbackandcoaching•The appraisal as a two-way process•managing employee performance•Howtofiresomeone•Accepting criticism•
EMPlOYEE DISPUtE RESOlUtIOn: MEDIatIOn tHROUGH PEER REVIEW ............................................................................................................................ Haveyoueverbeeninaworkplacesituationwhereasupervisorhasmadeadecisionthatyoudidn’tagreewith?Didyouwish that you could ask someone else what they thought of the decision; whether they would have done the same thing? ThePeerreviewprocessoffersemployeesjustthatchance,usingaformalizedprocess.Inthisone-dayworkshop,youwill cover all aspects of the process, from initiating the process, to choosing a facilitator and panel members, to having a hearing and making a decision.
HOW YOU WIll BEnEFIt:WhatthePeerreviewprocessis•Howemployeesfilegrievancesandhowmanagement•
should respondHowafacilitatorandapanelischosen•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 YOU WIll COVERWhatisPeerreview?•InitiatingtheProcess•SettingupthePeerreviewPanel•Questioning Techniques •OverviewofthePeerreviewprocess:pre-meeting,•
hearing, and decision meetingWalkthrough of a sample panel, with customizable •
casefilesWhy does the process fail? •Howcanweensuretheprocesssucceeds?•
HIRInG FOR SUCCESS: BEHaVIORal IntERVIEWInG tECHnIqUES ............................................................................................................................ This workshop concentrates on the pre-interview preparation; developing questions and their value; the interview tech-niquesthatgetspecific,behavior-basedexamplesofpastperformance;andthestrategiesthatfollowthroughonthisprocess. This workshop takes the behavioral interview even further with a discussion of communication techniques and the use of other types of interview questions.
HOW YOU WIll BEnEFIt:recognize the costs incurred by an organization when a wrong •
hiring decision is made.Developafairandconsistentinterviewingprocessforselecting•
employees.Preparebetterjobadvertisementsanduseavarietyofmarkets.•Beabletodevelopajobanalysisandpositionprofile.•use traditional, behavioral, achievement oriented, holistic, and •
situational interview questions.enhance skills that are essential for a skilled recruiter.•Effectivelyinterviewdifficultapplicants.•Check references more effectively.•understand the basic employment and human rights laws that •
can affect the hiring process.
WHat YOU WIll COVERThe cost of hiring errors•Why use behavioral interview techniques•Howtogettheinformationyouneed•Advertising guidelines•Communication skills•Defensibleresumescreening•Developinganeffectiveinterviewformat•ethical and legal issues•interviewing techniques•Asking questions and listening for answers•reference checks•
ORIEntatIOn HanDBOOK: GEttInG EMPlOYEES OFF tO a GOOD StaRt ............................................................................................................................ one reason people change jobs is that they never feel truly welcome or a part of the organization they join. if a company spends considerable money recruiting, interviewing, and perhaps even relocating employees, it makes good sense to go one step further and make the new employee feel like they have made a good decision to come to this company.A thoughtful new employee orientation program, coupled with an employee handbook that communicates workplace poli-cies can reduce turnover and save that organization thousands of dollars. Whether your company has two employees or two thousand employees, don’t leave new employee orientation to chance.
HOW YOU WIll BEnEFIt:understand how important an orientation program is •
to an organization.identify the role of the human resource department •
in the orientation program.recognize how the commitment curve affects both •
new employees and their managers.establish the importance of having an employee •
handbook for new and long-term employees.Determinethecriticalelementsofeffective•
employee training.
WHat YOU WIll COVERFinding, hiring, and keeping good people•Building employee commitment•Fast-track orientation•Designingasuccessfulorientationprogram•The commitment curve•Adult learning principles and how to apply them•learningstylesinventory•Creating an employee manual•An orientation checklist•
17
1818
PERFORManCE ManaGEMEnt: ManaGInG EMPlOYEE PERFORManCE ............................................................................................................................ Inspiringsomeonetobetheirbestisnoeasytask.Justhowdoyoumanageforoptimumperformance?Howdoyou create a motivating environment that encourages people to go beyond their best? This one-day workshop will give you some of those skills.
HOW YOU WIll BEnEFIt:understand the role of goal setting in performance •
management.Havetoolstohelpyouremployeessetandachieve•
goals.Haveabetterknowledgeofmotivationaltoolsand•
techniques.Haveathree-phasemodelthatwillhelpyou•
prepare employees for peak performance, activate their inner motivation, and evaluate their skills.
WHat YOU WIll COVERThe Shared management model•SettingGoals•PhaseI(Preparation):ChoosingtherightPersonfor•
the Job, Setting Standards, Coaching, and TrainingPhaseII(Activation):motivation•PhaseIII(OngoingandformalEvaluation):feedback•
andPerformancereviews
PROBlEM SOlVInG & DECISIOn MaKInG ............................................................................................................................ Asanindividual,factsandknowledgecanonlygosofar.Solvingtoughproblemsrequirestheabilitytodefinethe true problem, analyze the possible causes, create options, select the most feasible option, and then imple-mentit.Thistwo-dayworkshopshouldhelpindividualsenhancetheireffortstofindsustainablesolutionsandlearn new ways to approach problem-solving to reach win-win decisions.
HOW YOU WIll BEnEFIt:increase your awareness of problem solving steps •
and problem solving tools.Distinguishrootcausesfromsymptomstoidentify•
the right solution for the right problem.recognize the top ten rules of good decision-•
making.improve your problem solving and decision making •
skills through identifying your own problem solving style.
identify ways to think creatively and work towards •creative solutions.
WHat YOU WIll COVERWhatisProblemSolving?•ProblemSolvingStyles•earthquake! (Case Study)•TheProblemSolvingmodel•SixWaystoApproachaDecision•TheProblemSolvingToolkit(includingGradients•
ofAgreement,fishboneanalysis,lasso,cost/benefitanalysis,usingcriteria,andforcefieldanalysis)
Thinking outside the Box•
PeerlessDataCorp(CaseStudy)•
StRESS ManaGEMEnt ............................................................................................................................ Today’s workforce is experiencing job burnout and stress in epidemic proportions. Workers at all levels feel stressed out, insecure, and misunderstood. many people feel the demands of the workplace, combined with the demands of home, have become too much to handle. This one-day workshop explores the causes of such stress, andsuggestsgeneralandspecificstressmanagementstrategiesthatpeoplecanuseeveryday.
HOW YOU WIll BEnEFIt:understand that stress is a positive, unavoidable part of •
everybody’s liferecognize the symptoms that tell you when you have chronic •
stress overloadidentify those situations in your life that cause you the greatest •
stressidentify those actions which add to your stress•Change the situations and actions that can be changed•Create an action plan for work, home, and play to help reduce and •
manage stressDealbetterwithsituationsandactionsthatcan’tbechanged•
WHat YOU WIll COVERDefiningStressandHowItAffectsus•What is Stress About?•Building a Solid Foundation•mental Strategies•Stress at Work•StressatHome•Time management Tips•Drainersandfillers•
19
S U P E R V I S O R S & M A N A G E R S T R A I N I N G C O U R S E S
2020
tHE PROFESSIOnal SUPERVISOR ............................................................................................................................ in today’s changing workplace, many new supervisors are unsure of their roles and responsibilities. They have little experience dealing with the challenges of managing work through others. They haven’t had the opportu-nity to develop those critical skills of planning work, leading their group, and communicating with their employ-ees, their colleagues, and their manager. This three-day workshop will give you just that opportunity.
HOW YOU WIll BEnEFIt:youwillunderstandthescopeandnatureofthe•
supervisory position.
youwilllearnsomewaystodealwiththechallenges•of the role.
youwillrecognizetheresponsibilitiesyouhaveas•a supervisor, to yourself, to your team, and to your organization.
youwillacquireabasicunderstandingofand•develop strategies for leadership, team building, communication, and motivation and what part they play in effective supervision.
youwillidentifykeytechniquestohelpyouplan•and prioritize effectively
WHat YOU WIll COVERAdjusting to your role•A supervisor’s responsibilities•making plans•Setting goals•leadership•TheSituationalleadershipmodel•Problememployees•Synergy•Trust•Team development•Communication skills•The communication process•motivation•orientation•Training•Providingfeedback•Delegation•Dealingwithconflict•Discipline•
tHE aBC’S OF SUPERVISInG OtHERS ............................................................................................................................ This two-day workshop is designed to help you overcome many of the supervisory problems you will encounter inyourfirstfewweeksasaboss,whetheryouareateamleader,aprojectmanager,oraunitcoordinator.Dealingwiththemanyproblemsanewsupervisorencountersisn’teasy,butitdoesn’thavetoleadtodiscour-agement.
HOW YOU WIll BEnEFIt:Clarify roles and responsibilities of the new job.•
Adjusttothenewrolewithconfidenceandan•assurance you can handle the position.
Developyourskillsinlistening,askingquestions,•resolvingconflict,andgivingfeedbacktoemployees.
Developatechniqueformakingsureyougive•employees instructions that are clear and understood.
understand the importance of developing good •relationships with employees and peers, so you are seen as fair and consistent.
identify some techniques to deal with employee •challenges, such as hostility, complaints, and laziness.
WHat YOU WIll COVERPre-assignmentreview•making the transition•responsibilities of a supervisor•Setting goals•Planningforsuccess•listeningskills•Asking questions•Givingfeedback•Ask for what you want•Givinginstructions•orders, requests, and suggestions•managingconflict•Dealingwithdifficultemployees•Dealingwithothers•The reciprocal quality of relationships•
21
DEVElOPInG HIGH PERFORManCE tEaMS ............................................................................................................................
yoursuccessasamanagercanoftendependonhowwellyourteamoperates.Howaretheirproblem-solvingskills?Aretheyenthusiasticandmotivatedtodotheirbest?Dotheyworkwelltogether?Therehavebeenhun-dreds of studies demonstrating that human beings function better and learn better in groups. if you want to develop your team leadership skills and unleash the talent of your individual team members, this workshop is a practical look at current leadership practices that work.
HOW YOU WIll BEnEFIt:identify different types of teams.•
Build teamwork by recognizing and tapping into the •twelve characteristics of an effective team.
Promotetrustandrapportbyexploringyourteam•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.
Developstrategiesfordealingwithteamconflict•and common situations.
understand how action planning and analysis tools •can help your team perform better.
WHat YOU WIll COVERTypes of teams•The Tori model•TheTeamPlayerSurvey•organizations Today•TheStagesofTeamDevelopment•Communication Skills•Sharedleadership•DeBono’sThinkingHats•managingTeamConflict•TheTrust/relationshipmodel•obtaining Consensus•Team-Shaping Factors•TeamProblem-Solving•SWoT Analysis•
UnDERStanDInG PROjECt ManaGEMEnt ............................................................................................................................
Projectmanagementisn’tjustforconstructionengineersandmilitarylogisticsexpertsanymore.Today,inad-dition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time. This workshop is not intended to take you from asupervisoryoradministrativepositiontothatofaprojectmanager.However,thesethreedayswillfamiliarizeyou with the most common terms and the most current thinking about projects.
HOW YOU WIll BEnEFIt:understand what is meant by a project.•
recognize what steps must be taken to complete •projects on time and on budget.
Haveabetterabilitytosellideasandmake•presentations.
Know simple techniques and tools for planning and •tracking your project.
Havemethodsforkeepingtheteamfocusedand•motivated.
WHat YOU WIll COVERWhat is a project?•Projectmanagementbasics•Howcanprojectshelpme?•A project’s life cycle•Selling a project•Preparingyourproject•The role of a project manager•Projectgoals•layingouttheproject(SOW)•Projectrisksandcontingencyplanning•The work breakdown structure•Planningtools(includingGanttchartsandPErT)•Budgets •Developingteams•Communication tools•Closing out a project•Team meetings•Projectpresentations•
21
2222
PROjECt ManaGEMEnt FUnDaMEntalS ............................................................................................................................ Projectmanagementisn’tjustforconstructionengineersandmilitarylogisticsexpertsanymore.Today,inad-dition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time. This workshop is not intended to take you fromasupervisoryoradministrativepositiontothatofaprojectmanager.However,thisone-dayworkshopwillfamiliarize you with the most common terms and the most current thinking about projects.
HOW YOU WIll BEnEFIt:understand what is meant by a project and project •
management
Identifybenefitsofprojects•
identify the phases of a project’s life cycle•
enhance your ability to sell ideas and make •presentations
Prioritizeprojects•
Begin conceptualizing your project, including goals •and vision statements
use a target chart and other planning tools•
Complete a Statement of Work•
WHat YOU WIll COVERDefiningaprojectandprojectmanagement•Howprojectscanbenefityouandyourorganization•Projectlifecycles•Selling your own project ideas•role&skillsoftheprojectmanager•Creating a vision•Setting project goals•Projectplanningworksheets•The statement of work•Discipline•
nEGOtIatInG FOR RESUltS ............................................................................................................................ Peoplewhocanmastertheartofnegotiationfindtheycansavetime,savemoney,developahigherdegreeofsatisfaction with outcomes at home and at work, and earn greater respect in the workplace.
negotiatingisafundamentalfactoflifeatanylevel.Whetheryouareworkingonaprojectorfulfillingsupportduties, this two day workshop will provide you with a basic comfort level to negotiate with both internal and external clients. This interactive workshop includes techniques to promote effective communications and gives you techniques for turning face-to-face confrontation into side-by-side problem solving.
HOW YOU WIll BEnEFIt:understand how often we all negotiate and the •
benefitsofgoodnegotiationskills.
recognize the importance of preparing for the •negotiation process, regardless of the circumstances.
identify the various negotiation styles and their •advantages and disadvantages.
Developstrategiesfordealingwithtoughorunfair•tactics.
Gainskillindevelopingalternativesandrecognizing•options.
Havetheopportunitytopracticethe“howto”of•these skills in a supportive environment.
understand basic negotiation principles, including •BATnA,WATnA,WAP,andtheZOPA.
WHat YOU WIll COVERWhat is Negotiation?•The Successful Negotiator•Preparingfornegotiation•The Nuts and Bolts•making the right impression•GettingofftoaGoodStart•exchanging information•The Bargaining Stage•InventingOptionsformutualGain•GettingPastnoandGettingtoyes•DealingwithnegativeEmotions•moving from Bargaining to Closing•The Closing Stage•
23
MOtIVatIOn tRaInInG: MOtIVatInG YOUR WORKFORCE ............................................................................................................................
it’s no secret. employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive. This is a busy one-day workshop to help supervisors and managers create a more dynamic,loyal,andenergizedworkplace.Thisprogramisdesignedspecificallytohelpbusymanagersandsu-pervisors understand what employees want and to provide them with a starting point for creating champions.
HOW YOU WIll BEnEFIt:identify what motivation is•
learnaboutcommonmotivationaltheoriesandhow•to apply them
learnwhentousethecarrot,thewhip,andthe•plant
Discoverhowfearanddesireaffectemployee•motivation
explore ways to create a motivational climate and •design a motivating job
WHat YOU WIll COVERWhat 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•Designingamotivationaljob•A motivational checklist•
MEEtInG ManaGEMEnt: tHE aRt OF MaKInG MEEtInGS WORK ............................................................................................................................
meetingscomeinallshapesandsizes,fromtheconventiontoaquickhuddleinanofficehallway.Thisone-dayprogram will be concerned with small working meetings; with groups that have a job to do requiring the energy, commitment, and talents of those who participate.
HOW YOU WIll BEnEFIt: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.
Developandpracticetechniquesforhandling•counterproductive behavior.
WHat YOU WIll COVERThe basics for effective meetings•The best and the worst of meetings•Holdingproductivemeetings•Preparingformeetings•Agendas•Setting the place•leadingameeting•Processandcontent•Processtools,includingDeBono’sthinkinghats,•
rules of work, and facilitation skillsHowtocontrolameeting•A plan for success•
23
2424
MaRKEtInG anD SalES ............................................................................................................................ A small marketing budget doesn’t mean you can’t meet your goals and business objectives – you just have to be more cre-ativeinyourmarketingtactics.Thisone-dayworkshopwillshowyouhowtogetmaximumexposureatminimumcost.learneffective, low-cost, and non-cost strategies to improve sales, develop your company’s image, and build your bottom line.
HOW YOU WIll BEnEFIt:identify your project’s tasks and resources•order tasks using the Work Breakdown Structure•Schedule tasks effectively•usebasicplanningtoolssuchasaGanttchart,PErT•
diagram, and network diagramPrepareaprojectbudget•modify the project budget and schedule to meet targets•identify and manage risks•execute and terminate a project•Developachangecontrolprocess•
WHat YOU WIll COVERWhat really needs to be done?•Scheduling your project•The Work Breakdown Structure and other planning •
toolsBudgeting•Projectrisks•Schedule and budget compression•Change control process•Closing out a project•
IntERMEDIatE PROjECt ManaGEMEnt ............................................................................................................................ Projectmanagementisn’tjustforconstructionengineersandmilitarylogisticsexpertsanymore.Today,inadditiontotheregular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time.This workshop is intended for those who understand the conceptual phase of a project’s life cycle, including setting goals, creating a vision statement, and creating the Statement of Work. This one-day workshop will take you through the remain-ingthreestages:planning,execution,andtermination.
HOW YOU WIll BEnEFIt:identify your project’s tasks and resources•order tasks using the Work Breakdown Structure•Schedule tasks effectively•usebasicplanningtoolssuchasaGanttchart,PErT•
diagram, and network diagramPrepareaprojectbudget•modify the project budget and schedule to meet targets•identify and manage risks•execute and terminate a project•Developachangecontrolprocess•
WHat YOU WIll COVERWhat really needs to be done?•Scheduling your project•The Work Breakdown Structure and other planning tools•Budgeting•Projectrisks•Schedule and budget compression•Change control process•Closing out a project•
aDVanCED PROjECt ManaGEMEnt ............................................................................................................................ It’seasytoforgetthe“manager”partofyour“projectmanager”titleamongstalltheactivityduringaproject.However,it is crucial that you hone your management skills as they are an important part of your success as a project manager. There are also some advanced project management techniques that you can master to help bring your projects to the next level. These are the two areas that we will focus on in this one-day workshop.This workshop presumes that you have a thorough understanding of project management, including topics such as preparing a statement of work, setting project goals, scheduling, budgeting, managing project risks, and executing a project.
HOW YOU WIll BEnEFIt:Think critically when choosing a project team•make the best of an assigned project team•Helpteamsmovethroughvariousstagestobecome•
a high-functioning machinemaximize productivity at team meetings•reward and motivate your team•Developandexecuteacommunicationplan•Communicate with sponsors and executives more •
effectivelyidentify problem team members and strategies for •
working with them
WHat YOU WIll COVERChoosingtheProjectTeam•SchedulingyourProject•Building a Winning Team•Team meetings •nineEasyWaystorewardyourTeam•DevelopingaCommunicationPlan•Communicating with Sponsors and executives•DealingwithProblemTeammembers•
25
BUDGEtS & ManaGInG MOnEY ............................................................................................................................ formanagersintoday’sbusinessworld,it’sessentialtohaveaworkingknowledgeoffinance.Weallplayaroleinouror-ganization’sfinancialhealth,whetherwerealizeitornot.Ifyoudon’thavetrainingorabackgroundinfinances,youmaybeatadisadvantageasyousitaroundthemanagementtable.understandingthecycleoffinancewillhelpyoufigureoutwhereyoufitintoyourcompany’sfinancialstructure,andhowtokeepyourdepartmentoutofthered.Thisworkshopwillfamiliarizeyouwiththekeyconceptsoffinanceandaccountingandhelpyoupreparebudgetswithmoreconfidence.
HOW YOU WIll BEnEFIt:Assessthefinancialperformanceandhealthofyourfirm.•enhance your decision-making skills by integrating •
financialmanagementconceptsintoyourthinking.Assess various software applications for managing •
finances.Controltheflowofmoneythroughyourdepartment.•understand the budgeting process and forecasting •
techniques.
WHat YOU WIll COVERyourroleincompanyfinances•Assets, liabilities, and equity•Accounts payable and receivable•understandingfinancialstatements•Budgeting and forecasting techniques•Comparing software applications•Tracking business expenses•GAAP•Thehumansideoffinances•Comparing investment opportunities•ISO9001:2000•
BUSInESS lEaDERSHIP: BECOMInG ManaGEMEnt MatERIal ............................................................................................................................ This workshop is a tool for your leadership development. it is designed to help you create and accomplish your personal best, and to help you lead others to get extraordinary things done. At its core, leadership means setting goals, lighting a path, and persuading others to follow. But the responsibility entails much more. By accepting the challenge to lead, you come to realize that the only limits are those you place on yourself.
HOW YOU WIll BEnEFIt:Identifyyourleadershipprofileandexplorehowyou•
can use this knowledge to create your own futureAssess your leadership competencies and learn how •
you can develop your strengthsidentify those additional skills and tools that can •
make you a better leaderDevelopyourabilitytoinfluenceandcommunicate•
with othersBecome a better problem-solver and decision-maker•Discoverhowyoucanprepareforandembracethe•
forces of changeCreate a strategy to actively use these skills back in •
the workplace
WHat YOU WIll COVERleadershipprofileandcompetenciestohighlight•
your strengths and challengesDirectionalandconsequentialthinkingandhowto•
develop these skillsStrategiesforinfluencingothersthroughimproved•
communication and interactionyourroleinmakingmeetingseffective,bothasa•
leader and as a participantCritical problem-solving skills and the tools and •
techniques you can useStrategic planning with a SWoT analysis to introduce •
changeWays to manage the change process effectively for •
sustainable growth
COaCHInG: a lEaDERSHIP SKIll ............................................................................................................................ Coach,rolemodel,Counselor,Supporter,Guide...dothesewordsringabell?Beingacoachinvolvesbeingarolemodel,sometimes a counselor or supporter, and always a guide. Coaching is based on a partnership that involves giving both sup-portandchallengingopportunitiestoemployees.Knowinghowandwhentocoachisanessentialskillthatcanbenefitbothyou and your organization. This one-day workshop will help you become a better coach in all senses of the word.
HOW YOU WIll BEnEFIt:understand how coaching can be used to develop •
your team.Developthecoachingskillsthathelpimprove•
individual performance.Demonstratethebehaviorsandpracticesofan•
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.
WHat YOU WIll COVERDefiningcoaching•The two schools of coaches•Five critical coaching skills•Non-verbal communication•Johari Windows•learningstylesandprinciples•methods of feedback•Benefits/consequencesapproach•Dealingwithproblememployees•When not to coach•
25
2626
tHE aRt OF DElEGatInG EFFECtIVElY ............................................................................................................................
Delegationisoftenoneofthehardestskillsforamanagertomaster.However,theskillcanbelearned.Thisone-dayworkshopwillexploremanyofthefacetsofdelegation:whentodelegate,andwhotodelegateto.We will also go through the delegation process step by step, to see where the pitfalls lie, and what we can do about getting around them.
HOW YOU WIll BEnEFIt:Clearlyidentifyhowdelegationfitsintoyourjob•
and how it can make you more successful.
identify different ways of delegating tasks.•
use an eight-step process for effective delegation.•
Givebetterinstructionsforbetterdelegation•results.
Ask better questions and listen more effectively.•
recognize common delegation pitfalls and how to •avoid them.
Test your delegation skills.•
WHat YOU WIll COVERWhat is delegation?•Why delegate?•Pickingtherightperson•The delegation meeting•levelsofauthority•Givinginstructions•Communication skills•monitoring delegation•Practicingdelegation•Givingfeedback•Becoming a good delegator•
HUMan RESOURCES tRaInInG: HR FOR tHE nOn HR ManaGER ............................................................................................................................
Thisisathree-dayoverviewofhumanresourceissuesfacingtoday’sbusinessownersandmanagers.youdonotalways have the expertise to deal with the many employee relationship issues you face, and yet you will be expected to make decisions that are both effective and legal. This workshop will walk you through the hiring process, from performing a skills inventory to conducting the interview; discuss orientation; and cover some issues that arise after the hiring process (such as diversity issues, compensation, and discipline).
WORKSHOP tOPICS:Thelatesttrendsinthehumanresourcefieldand•
the changing role of the human resource professional.
Howtowritejobspecificationsandidentifycore•competencies.
methodsoffinding,selecting,andkeepingthe•best people using behavioral description interviewing techniques.
Howtogetemployeesofftoagoodstart.•
Howtodealwithcompensationandbenefits.•
Howtomaintainhealthyemployeerelations.•
Howtomakeperformanceappraisalsacooperative•process.
COURSE OUtlInEPlanningemployeeorientation•The interview process•usingBehaviorDescriptionInterviewing•The importance of job descriptions•Advertising for resumes •Absenteeism•Diversity•Compensationandbenefits•Discipline&Termination•
27
T R A I N T H E T R A I N E R
2828
USInG aCtIVItIES tO MaKE tRaInInG FUn ............................................................................................................................ most people have been at a party or some other social occasion where someone has told an inappropriate joke andruinedthemood(atleasttemporarily).likewise,we’veallbeensomewherewheretheclassclownisableto lighten the mood and help people have fun. The good news is that humor can help you make your training sessions just as engaging as those fun social occasions. even better, you don’t need to be the class clown or an award winning comedian to do it. This one-day workshop will help you identify what kind of humor you can bring to the classroom, and how games can help you engage your participants.
HOW YOU WIll BEnEFIt:understand how training can include the use of •
humor 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 •
Developyourowngames•
WHat YOU WIll COVERAdult learning principles•let’shavesomefun!•obtaining buy-in•Choosing the right game•When games go badly•using humor in training •Wavy lines•Quick and easy games •Howtocreateagame•
tHE PRaCtICal tRaInER ............................................................................................................................ if you do on the job training in your organization, this three-day workshop can help you feel more comfortable andmorecompetent.youwillexplorehowadultslearnandtakeastep-by-stepapproachtocreatetrainingsessions that meet employee needs and you will have the opportunity to practice these skills in a safe environ-ment. Training results are too important to leave to chance. register today, so you will be prepared when you are asked to stand and deliver.
HOW YOU WIll BEnEFIt:recognize the importance of considering the •
participants and their training needs, including the different learning styles and adult learning principles.
Know how to write objectives and evaluate whether •these objectives have been met at the end of a training session.
Conduct a short group training session that •incorporates these training concepts.
Developaneffectivetrainingstyle,using•appropriate training aids and techniques.
WHat YOU WIll COVERSuccessful training programs•
Adult learning principles•
learningstyles•
Training objectives•
effective trainers versus ineffective trainers•
Training aids•
Training techniques•
The training cycle•
Presentationskills•
using visual aids•
Dealingwithdifficulttrainees•
evaluating your training•
29
SURVIVal SKIllS FOR tHE nEW tRaInER ............................................................................................................................ Few people choose training and development while they are still in school, and yet there are talented and knowledgeable trainers working in every industry. Some individuals become trainers because they are passion-ate about sharing their knowledge and about helping people. others become trainers because their employer asks them to get involved in mentoring, training, or coaching new or existing employees. Trainers also get started when they want to make some changes to their daily activities, but wish to continue contributing to a particular organization or industry. if you are thinking about becoming a trainer, or have started doing some training already and what to know more about what will help you to become an excellent trainer, this workshop will help. This one-day workshop is designed as an exploration of the essential skills that trainers need to de-velop, and to get you started on the learning process in an interactive and fun environment.
HOW YOU WIll BEnEFIt: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•
Developrapportbuildingstrategies•
Describetheessentialsofpresentationskills•
WHat YOU WIll COVERPreparingtolearn•understanding learning•Competencies for adult educators•Accommodating learning preferences•Adult learning•The art of facilitation•Planningaworkshop•visualaids•yourroleasaneffectivecommunicator•Questioning as a training technique•Kirkpatrick’s levels of evaluation•on-the-job support•Dealingwithdifficultsituations•Adding some fun •Team teaching•Training preparation and presentations•
FaCIlItatIOn SKIllS ............................................................................................................................
This workshop has been created to make core facilitation skills better understood and readily available for your organization.Itrepresentsmaterialsandideasthathavebeentestedandrefinedovertwentyyearsofactivefacilitation in all types of settings.
WORKSHOP tOPICS:Distinguishfacilitationfrominstructionandtraining.•
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.
COURSE OUtlInEWhat is a Facilitator?•TypesofGroups•ContentandProcess•Groupnorms•Types of Thinking•facilitatinganOpenDiscussion•Controversial issues•listeningforCommonGround•Common Facilitation Techniques•Thelanguageoffacilitation•DealingwithDifficultDynamics•interventions•Sustainable Agreements•StagesofTeamDevelopment•Analysis Tools•
29
3030
DEVElOPInG YOUR tRaInInG PROGRaM ............................................................................................................................ Training is an essential element of development in any organization. Being knowledgeable and continuing to learn throughout your career can make you a very valuable asset. We also know that training and orientation for newly hired employees is a key factor in retention. This two-day workshop is designed for a trainer who wants todeveloptrainingprogramsthataremeaningful,practical,andwillbenefitbothtraineesandtheorganiza-tions they work for.
HOW YOU WIll BEnEFIt:At the end of this two day course, participants will be ableto:
Describetheessentialelementsofatraining•program
Apply different methodologies to program design•Demonstrateskillsinpreparation,research,and•
delivery of strong contentexplain an instructional model •Be prepared to create a training program proposal•
WHat YOU WIll COVERProgramdesign•identifying needs•The training model•The program’s basic outline •evaluation strategies•Definingyourapproach•researching and developing content•Pre-assignmentsintraining•Choosing openings and energizers•Traininginstruments,assessments,&tools•Creating supporting materials•Testing the program•Creating proposals•Building rapport•Pullingitalltogether•
aDVanCED SKIllS FOR tHE PRaCtICal tRaInER ............................................................................................................................ Behind every spectacular training session is a lot of preparation and meticulous attention to detail. The truly skilled trainer can make a program exciting. The learners will have fun while they are learning. The facilitator hasbeenabletoinvolvetheiremotionsaswellastheirminds.youwillseetheinvolvement,andyouwillfeelthe energy.To reach this stage as an adult educator isn’t always easy, but success isn’t just for the naturally gifted. it is possible for all of us who put effort into our personal growth and development, because we want the enormous satisfaction that comes from working with others to help them reach their potential as human beings. This three-day workshop is your start to that goal.
HOW YOU WIll BEnEFIt:Enhanceyourunderstandingoflearningstyles&how•
to accommodate all learning styles in the classroom
understand the key principles of effective •communication in a workshop setting
use a variety of training techniques to stimulate •participation
Developaplanandprepareforaneffectivetraining•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
Identifyadvancedinterventionsfordifficult•situations
Practicetheskillsneededforateampresentation•
WHat YOU WIll COVERPreparingtolearn•understanding learning•Competencies for adult educators•Accommodating learning preferences•Adult learning•The art of facilitation•Planningaworkshop•visualaids•yourroleasaneffectivecommunicator•Questioning as a training technique•Kirkpatrick’s levels of evaluation•on-the-job support•Dealingwithdifficultsituations•Adding some fun •Team teaching•Training preparation and presentations•
31
W O R K P L A C E E S S E N T I A L S
3232
WORKPlaCE VIOlEnCE ............................................................................................................................ violenceofanysorthasmanyroots.99%ofthetime,therearewarningsignsofworkplaceviolence.Thatiswhythisthreedayworkshopwilltakeacomprehensivelookatworkplaceviolence:howtopreventitonanindividual and an organizational level, and how to respond to it if it does occur.
HOW YOU WIll BEnEFIt: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
Developaseven-stepprocessformanagingyour•anger and others’ anger
Havebettercommunicationandproblemsolving•skills, which will reduce frustration and anger
Developsomeotherwaysofmanaginganger,•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
WHat YOU WIll COVERA• lbert Bandura’s behavior wheel Warning signs of violence•mcClure’s seven step anger management process•Communication skills•Problemsolvingtools•Stress management techniques•Norman Keith’s nine components of a violence •
prevention programTurner’s fourteen stages of threat response•Developingariskassessmentprogram•incident response checklist•
WORKPlaCE HaRaSSMEnt ............................................................................................................................ In2003,theunitedStatesmeritProtectionBoardestimatedthatharassmentcosttheu.S.governmentap-proximately$164,000,000(that’s164milliondollars!)ayear.nowondercompaniesareworkingtobemoreproactive in preventing harassment.
But how do you prevent harassment from occurring? What sorts of policies should be in place? What should managersdotoprotecttheiremployees?Andifacomplaintisfiled,whatwillwedo?Allofthesequestions(andmore!) will be answered in this two-day workshop.
HOW YOU WIll BEnEFIt:Attheconclusionoftheworkshopyouwillbeableto:
understand what behavior is and is not appropriate •in the workplace, and why
Helpyourcompanycreateandimplementa•harassment policy
Protectyourselfandyourstaffagainstharassment•incidents and complaints
understand when mediation is and is not •appropriate
understand the four-stage complaint resolution •process
Helpidentifysolutionstoaharassmentcomplaint•
WHat YOU WIll COVERreasonableman/womanguidelines•
Benefitsofharassmenttraining•
Types of harassment•
Preventingharassment•
Protectingyourselffromharassment•
Confronting a harasser•
The effective No•
The four-stage complaint process•
mediation•
False complaints•
Keeping the workplace running•
33
SaFEtY In tHE WORKPlaCE ............................................................................................................................ Workplace accidents and injuries cost corporations millions of dollars and thousands of hours lost every year. They also have a profound, often lifelong impact on workers. introducing a safety culture into your organiza-tion, where safety is valued as an integral part of the business’ operation, not only saves the business time and money, it also builds a committed, loyal, healthy workforce. This one-day workshop will give you the foundation to start building your safety culture
HOW YOU WIll BEnEFIt:understand the difference between a safety •
program and a safety cultureHavesomeresourcestohelpyouunderstandthe•
regulations in your areaBe able to launch a safety committee•understand how to identify hazards and reduce •
themKnow some hiring measures that can improve safety•understand what a safety training program will •
involveBe able to identify groups particularly at risk for •
injury and know how to protect themBe able to help your organization write, implement, •
and review a safety planBe better able to respond to incidents and near •
missesunderstand the basics of accident investigation and •
documentation
WHat YOU WIll COVERDefiningasafetyculture•Governingbodiesandresources•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•
GEnERatIOn GaP ............................................................................................................................
Therearecurrentlyfivegenerations intheworkforce,andemployersfacedwithmassretirementsofBabyBoomers are looking for ways to prepare for the changes that will result. This course examines the history and reality of the generation gap.
Thiscourseexploreswhetherdefiningtheactuallimitsofeachgenerationismostimportant,orwhetherthemerits of people within the context of employment is the bigger issue. understanding others helps us to under-stand ourselves and to manage the people that we work with. We will explore problems, solutions, and strate-gies to help overcome issues of the generation gap.
WORKSHOP tOPICS:Developourunderstandingofwherethegeneration•
gap issue surfaces, and the impact it has on the modern workforce.
understandandapplylanguagethatisspecificto•each generation 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 the generation gap.
COURSE OUtlInEHistoryinbrief•Finding common ground•Silents,Boomers,Xers,ys,andmillennials•recruiting that bridges the gap•Pre-assignmentreview•Solutions•The value of planning•Holdingonforthegoodtimes•Developingtargetedretentionstrategies•What we really want•
33
3434
DIVERSItY tRaInInG: CElEBRatInG DIVERSItY In tHE WORKPlaCE ............................................................................................................................ morethanever,aworkplaceisadiversecollectionofindividualsproudofwhotheyare:theirgender,theirre-ligion, their ethnic background, and all the other components that make an individual unique. in order for your workplace to succeed, your employees must be able to appreciate and celebrate those differences.
HOW YOU WIll BEnEFIt:understand what diversity and its related terms •
meanBe aware of how aware you are of diversity and •
where you can improveunderstand how changes in the world have affected •
you and your viewBe able to identify your stereotypes•understand what terms are politically correct and •
which are not, and whyBe familiar with the four cornerstones of diversity•understand what the pitfalls are relating to •
diversity and understand how to avoid themDevelopatechniquefordealingwithinappropriate•
behaviorDevelopamanagementstyletoencouragediversity•Know what to do if you or one of your employees •
feels discriminated against
WHat YOU WIll COVERWhat diversity and related terms mean •Howhasdiversitychangedyourworld?•understanding and identifying stereotypes•using politically correct language•The four cornerstones of diversity•TheSTOPtechnique•Howtodiscouragediversity•Dealingwithdiscrimination•Preventingdiscrimination•managing for diversity•
BUSInESS EtHICS FOR tHE OFFICE ............................................................................................................................ What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another.
This two-day workshop will not provide you with an easy way to solve every ethical decision you will ever have tomake. Itwill,however,helpyoudefineyourethical framework tomakesolving thoseethicaldilemmaseasier. We’ll also look at some tools that you can use when you’re faced with an ethical decision. And, we’ll look at some techniques you can use so you don’t get stuck in an ethical quandary. Best of all, we’ll look at a lot of case studies so that you can practice making decisions in a safe environment.
HOW YOU WIll BEnEFIt: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
Identifysomewaystoimproveethicsinyouroffice•
Knowwhatisrequiredtostartdevelopinganoffice•code of ethics
Know some ways to avoid ethical dilemmas•
Havesometoolstohelpyoumakebetterdecisions•
WHat YOU WIll COVERThedefinitionofethicsandmorals•Identificationofyourvalues•Kohlberg’s six stages of moral development•Basic philosophical approaches•Core decision-making tools•Toolsspecifictoethicaldecisionmaking•22goldenkeystoanethicaloffice•Dilemmaswithco-workers,supervisors,clients,and•
company policyHowtoavoiddilemmas•recovering from a mistake•
35
S A L E S T R A I N I N G
3636
SalES tRaInInG: BUIlDInG RElatIOnSHIPS FOR SUCCESS In SalES ............................................................................................................................ No one questions that making friends is a good thing. in this workshop, you are going to discover that the busi-ness of business is making friends, and the business of all sales professionals is making friends and building re-lationships. Strategic friendships will make or break any business, no matter how big and no matter what kind of market.
HOW YOU WIll BEnEFIt:learnthesecretstobeingafriendinsales•
enjoy more sales success•
identify strategies for building strategic sales •relationshipsandfindingpersonalfulfillmentintheprocess.
WHat YOU WIll COVERHowtogetpeopletolikeyou•Influencesinformingrelationships•Building customer relationships•Self-disclosure•Howtowinfriendsandinfluencepeople•Communication skills•Sending the right non-verbal messages•managing mingling•Networking effectively•Developinganeffectivehandshake•Business card do’s and don’ts•Tips on remembering names•
Call CEntER tRaInInG ............................................................................................................................ Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a busi-ness element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical three-day workshop.
HOW YOU WIll BEnEFIt:Developanunderstandingofthenuancesofbody•
language and verbal skills.
learnaspectsofverbalcommunicationsuchas•tone, cadence, and pitch.
Demonstrateanunderstandingofquestioningand•listening skills.
Acquire comfort with delivering bad news and saying •no.
learneffectivewaystonegotiate.•
understand the importance of creating and •delivering meaningful messages.
use tools to facilitate communication.•
realize the value of personalizing interactions and •developing relationships.
Practicevocaltechniquesthatenhancespeechand•communication ability.
Personalizetechniquesformanagingstress.•
WHat YOU WIll COVERWhat’s missing in telephone communication?•
verbalcommunication•
Who are your customers?•
Questioning and listening skills•
Asking the right questions•
vocalexercises•
Sales by phone•
Taking messages•
Staying out of voice mail jail•
A look back •
Cold and warm calls•
Developingandperfectingascript•
Goingaboveandbeyond•
Handlingobjections•
Highimpactmoments•
Tipsforchattyanddifficultcallers•
Phonetagandgettingthecallback•
Stress busting•
News from within•
37
CRM: an IntRODUCtIOn tO CUStOMER RElatIOnSHIP ManaGEMEnt ............................................................................................................................ Aswithmanysignificantundertakings,undergoingaCrmreview(evensimplyconsideringitsimplementation)requires learners to analyze technical and complicated systems. This one-day workshop sorts through a myriad ofinformationandbringsyouthebasicsyouneedtomakeadecisionabouttheneedforCrm,itsbenefits,andhow to coordinate the base requirements for a Crm undertaking.
HOW YOU WIll BEnEFIt:Developanunderstandingofthetermsandbenefits•
of Crm on a company’s bottom line
Analyze the different components of a Crm plan•
DevelopachecklistforreadinessandsuccessinCrm•
Consider developmental roles that have the greatest •impact on Crm
DevelopanunderstandingofhowCrmcreatesvalue•for organizations and customers
WHat YOU WIll COVERWhat Crm is and who it serves•Checklist for success•requirement driven product selection•Considerations in tool selection•Strategies for customer retention•Building the future•Homegrownvs.theapplicationserviceprovider•The development team•evaluating and reviewing your program•
DYnaMItE SalES PRESEntatIOnS ............................................................................................................................
A great sales presentation does not demand you have all the bells and whistles to impress the client with your technical skills. rather, try impressing your clients with your knowledge of the products and services you sell and your understanding of their problems and the solutions they need. This one-day workshop will focus on your formal written proposal and in-person presentation.
WORKSHOP tOPICS:identify the key elements of a quality proposal•
Know how to write a winning proposal•
Perfectyourfirstimpression,includingyourdress•and your handshake
Feel more comfortable and professional in face-to-•face presentations
COURSE OUtlInEBusiness Writing Basics•WritingaProposal•WritingyourProposal•GettingThoughtsonPaper•Basic Formats•editing•The Finishing Touches•TheHandshake•GettingreadyforyourPresentation•ElementsofaSuccessfulPresentation•DressingAppropriately•DealingwithQuestions•
37
3838
SalES tRaInInG: OVERCOMInG OBjECtIOnS tO naIl tHE SalE ............................................................................................................................ if you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale. This one day workshop will help you plan, prepare, and execute proposals and presentations that address customer concerns, reduce the number of objections you encounter, and improve your batting average at closing the sale.
HOW YOU WIll BEnEFIt:identify the steps you can take to build your •
credibility.
identify the objections that you encounter most •frequently.
Developappropriateresponseswhenprospective•buyers throw you a curve.
learnwaystodisarmobjectionswithproven•rebuttals that get the sale back on track.
learnhowtorecognizewhenaprospectisreadyto•buy.
Discusshowworkingwithyoursalesteamcanhelp•you succeed.
WHat YOU WIll COVERBuilding credibility•yourcompetition•Critical communication skills•observation skills•Handlingcustomercomplaints•overcoming objections•Handlingobjections(includinggeneralandspecific•
response strategies)Pricingissues•Howcanteamworkhelpme?•Buying signals•Closing the sale•
PROSPECtInG FOR lEaDS lIKE a PRO ............................................................................................................................ Prospectingisthekeytoyoursuccess.yoursuccesstodayisaresultoftheprospectingyoudidsixmonthsago.Becomeskilledatnetworkingandremembertheold80/20rule.Knowwhototargetandhowtotargetthem,and remember to do some prospecting every day through warming up cold calls, following up on leads, or net-working. Build your personal prospecting plan to ensure your future by planting seeds daily.
HOW YOU WIll BEnEFIt:understand the importance of expanding a client •
base through effective prospecting.
learnhowtouseaprospectboardtomakeyou•more successful.
identify target markets and target companies with •the80/20ruleinmind.
Developandpracticenetworkingskillsatevery•opportunity.
Develop,refine,andexecutetheartofcoldcalling.•
WHat YOU WIll COVERThe importance of prospecting•
Targeting your market•
yourcustomerprofile•
making the most of trade shows•
Setting goals•
Networking•
The80/20rule•
Developingandusingaprospectboard•
Warming up cold calls•
Publicspeaking•
regaining lost accounts•
Goingaboveandbeyond•
39
SalES tRaInInG: SEllInG SMaRtER ............................................................................................................................ it’s no secret that selling has changed in recent years. We are all working harder, with more responsibilities.
Highpressuresellingisnolongereffective.Customerswantinvolvement.
They want to be recognized and listened to. And they don’t want you to forget them once the sale is made. Two key objectives of this one day workshop are to help employees feel more comfortable and skilled in selling to their customers and to help them identify and address some of their customer service challenges.
HOW YOU WIll BEnEFIt:understandawonderfulparadox:helpingother•
people get what they want gives us more of what we want.
use goal-setting techniques as a way to focus on •what you want to accomplish and develop strategies for getting there.
recognize the difference between features and •benefitsofproductsandservices.
identify and be able to better present the •competitive strengths of your products and services, so that you can be proactive in handling objections and more successful at asking for the business.
use different types of selling for different •situations.
Identifywaystofindnewclientsandnetwork•effectively.
WHat YOU WIll COVERessential selling skills•What is selling?•featuresandbenefits•Setting SmArT goals•Time management tips•Customer service•Types of selling•Ten major mistakes•Selling price•Finding new clients•
tElEMaRKEtInG: USInG tHE tElEPHOnE aS a SalES tOOl ............................................................................................................................
it’s no secret that selling has changed in recent years. We are all working harder, with more responsibilities. Highpressureselling isno longereffective.Customerswant involvement.Theywanttoberecognizedandlistened to. And they don’t want you to forget them once the sale is made. Two key objectives of this one day workshop are to help employees feel more comfortable and skilled in selling to their customers and to help them identify and address some of their customer service challenges.
WORKSHOP tOPICS:understandawonderfulparadox:helpingother•
people get what they want gives us more of what we want.
use goal-setting techniques as a way to focus on •what you want to accomplish and develop strategies for getting there.
recognize the difference between features and •benefitsofproductsandservices.
identify and be able to better present the •competitive strengths of your products and services, so that you can be proactive in handling objections and more successful at asking for the business.
use different types of selling for different •situations.
Identifywaystofindnewclientsandnetwork•effectively.
COURSE OUtlInEChange your skills, change your income•Separating your company from the competition•Building trust and respect•The Johari window•Goodcommunicationskills•Developingyourscript•Pre-callplanning•Phonetagandcallbacks•Following up•Closing the sale•
39
40
TM
H O W T O R E G I S T E Rregisternowonlineatwww.Careernation.comorcontactanyofouroffices.
U.S.a 50mainStreet,Suite1000 WhitePlains,newyork10606 united States Tel:+1-914-347-95651-646-435-0074 fax:+1-914-620-1521 E-mail:[email protected]
nIGERIa laGOS AlphaPlaza Km17,lekkiExpressWay lekkiPeninsula,lagos Tel:+234-806-273-8580,0803-502-9265 09-87026108,09-87026106 fax:9.413.0750 E-mail:[email protected]
KEnYa 4thfloor,TitanHouse Chaka road P.O.Box7201-00100 Tel.254-020-2710565/2082677. Nairobi, Kenya. E-mail:[email protected]
GHana 725/218thlane,Osu r.E,Accra,Ghana. Tel:233-243-339823 E-mail:[email protected]
aBUja Plot423CadastrialZone CentralBusinessDistrict,fCT Abuja, Nigeria Tel:+234-806-273-8580,0803-502-9265 09-87026108,09-87026106 fax:9.413.0750 E-mail:[email protected]
EnUGU 47umuojiStreet, Independencelayout enugu, Nigeria. Tel:+234-0803-502-9265, 09-87026108,09-87026106 E-mail:[email protected]