Lifelong Learning Leads to Lifelong Achieving

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Integrate Soft Skill content with your Workforce Development
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Course Descriptions for Individual E-Courses. Courses are accessed through a learning portal (LMS). Subscriptions for courses (access to courses) is for 12 months. Subscription for individual courses range from $55 (member) to $70 (non-member). Special pricing for students taking a course as part of a class. (Instructor must be an EPDI member.) Successful participants receive certificates. Click order form button to order and register participants for an individual course. Schools and Organiztions who want to register multiple staff, instructors, and students, please visit course pack page.

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Course list

Click on a course title below to see a detailed description

Accountability in the Workplace	Administrative Office Procedures	Anger Management	Appreciative Inquiry	Archiving and Records Management	Assertiveness And Self-Confidence
Attention Management	Basic Bookkeeping	Being a Likeable Boss	Body Language Basics	Budgets and Financial Reports	Business Acumen
Business Ethics	Business Etiquette	Business Succession Planning	Business Writing	Call Center Training	Change Management
Civility In the Workplace	Coaching And Mentoring	Coaching Salespeople	Collaborative Business Writing	Communication Strategies	Conducting Annual Employee Reviews
Conflict Resolution	Contact Center Training	Contract Management	Creating a Great Webinar	Creative Problem Solving	Crisis Management
Critical Thinking	Customer Service	Customer Support	Cyber Security	Delivering Constructive Criticism	Developing Corporate Behavior
Developing Creativity	Developing New Managers	Diversity and Inclusion	Emotional Intelligence	Emotional Intelligence at Work	Employee Motivation
Employee Onboarding	Employee Recognition	Employee Recruitment	Employee Termination Processes	Entrepreneurship	Event Planning
Executive and Personal Assistants	Generation Gaps	Goal Setting and Getting Things Done	Handling a Difficult Customer	Health and Wellness at Work	High Performance Teams Inside the Company
High Performance Teams Remote Workforce	Hiring Strategies	Human Resource Management	Improving Mindfulness	Improving Self-Awareness	In-Person Sales
Increasing Your Happiness	Internet Marketing Fundamentals	Interpersonal Skills	Job Search Skills	Knowledge Management	Leadership and Influence
Lean Process and Six Sigma	Manager Management	Managing Personal Finances	Managing Workplace Anxiety	Managing Workplace Harassment	Marketing Basics
Media and Public Relations	Meeting Management	Middle Manager	Millennial Onboarding	Motivating Your Sales Team	Negotiation Skills
Networking Outside the Company	Networking Within the Company	Office Health and Safety	Office Politics for Managers	Organizational Skills	Overcoming Sales Objections
Performance Management	Personal Branding	Personal Productivity	Presentation Skills	Project Management	Proposal Writing
Prospecting and Lead Generation	Public Speaking	Respect in the Workplace	Risk Assessment and Management	Safety In the Workplace	Sales Fundamentals
Self-Leadership	Servant Leadership	Social Intelligence	Social Learning	Social Media in The Workplace	Social Media Marketing
Stress Management	Supervising Others	Supply Chain Management	Taking Initiative	Talent Management	Team Building for Managers
Team Building Through Chemistry	Teamwork and Team Building	Telephone Etiquette	Telework And Telecommuting	Time Management	Trade Show Staff Training
Universal Safety Practices	Virtual Team Building and Management	Women in Leadership	Work-Life Balance	Workplace Diversity	Workplace Harassment
					Workplace Violence

Descriptions

Accountability in the Workplace

Accountability helps to ensure that every employee will take responsibility for their performance and behaviors, and continue to manage this responsibility. When we implement goals and communicate with one another, we can achieve powerful results. Building an accountable workplace requires strong teamwork and collaboration. Every team member must have a strong understanding of the values of the company and recognize the importance of their dedication, in order to attain success.

The Accountability in the Workplace course will provide you with informative tools and practical strategies that can be used to help empower the team to work towards achieving the benefits of accountability. Accountable employees will fuel performance and productivity, and generate an enhanced workplace.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: What is Accountability?

Defining Accountability

Personal Accountability

Being Held Accountable

Accountability vs. Blame

Understanding the Importance

Case Study

Module Two: Review Questions

Module Three: Creating an Accountable Workplace

Modeling Accountability

Valuing Accountability

The Front-Loading Benefits

Teamwork

The Accountability Cycle

Case Study

Module Three: Review Questions

Module Four: The C's of Accountability

Clarification

Common Purpose

Communication

Collaboration

Consequences

Case Study

Module Four: Review Questions

Module Five: Building Ownership

Ownership vs Accountability

The Ownership Mentality

Why Does it Matter

The Weight of Micromanaging

Sharing Your Vision

Case Study

Module Five: Review Questions

Module Six: Accountability in Leadership

What is Leadership?

The Role of the Organization

The Role of the Manager

The Role of the Employee

Strengthening Leadership Accountability

Case Study

Module Six: Review Questions

Module Seven: The Power of Goal-Setting

Setting SMART Goals

Who's Accountable

Identifying Your "Why"

Goal Lengths

Remaining Loyal to Your Goals

Case Study

Module Seven: Review Questions

Module Eight: Feedback as a Tool

Choosing Positivity

Considering the Time Frame

Giving Feedback

Receiving Feedback

Creating an Action Plan

Case Study

Module Eight: Review Questions

Module Nine: Effective Delegation

What is Delegation

How to Delegate

When to Delegate

Whom Should You Delegate

Dismissing Delegation

Case Study

Module Nine: Review Questions

Module Ten: Barriers to Accountability

Closed Communication

Failure to Meet Expectations

Lack of Self-Confidence

Lacking Alignment

Overcoming Obstacles

Case Study

Module Ten: Review Questions

Module Eleven: The Benefits of Accountability

Improving Performance

Building Trust and Integrity

Employee Engagement

Workplace Satisfaction

Dedication to Your Role

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Administrative Office Procedures

Administrative office procedures may not be glamorous, but they are essential to the success of any enterprise. A well run office reduces miscommunications and helps to eliminate common errors. By making the administrative office a priority, you will establish clear policies and procedures with employee understanding and buy-in, which ensures that your work environment runs smoothly.

With the Administrative Office Procedures course, participants will understand how an Administrative Office Procedure binder demonstrates professionalism and efficiency in an organization or office setting. It is also a marvelous instrument for quick reference and utilization. Strategies and procedures are a vital connection between the company’s vision and its everyday operations.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Administrative Support

Administrative assistants are a key part of most office environments. They work quietly in the background, ensuring that the business runs smoothly and efficiently. This course will give new administrative assistants tools that will make them that person that the office can’t live without. Experienced administrative assistants will learn new tools that will make them more efficient and valuable than ever.

In the Administrative Support course, participants will learn the core skills that will help them use their resources efficiently, manage your time wisely, communicate effectively, and collaborate with others skillfully. The practices presented in this course may take time to be a part of your daily work routine. However, making the commitment to consistently apply the concepts every day is the key to changing and adopting new behaviors in a short amount of time.

Course Outline:

Module One: Getting Started

Objectives

Module Two: Getting Organized, Part One

Dealing with E-Mail

Managing Electronic Files

Keeping Track of the Paper Trail

Making the Most of Voice Mail

Module Three: Getting Organized, Part Two

Keeping Your Workspace Organized

Using a To-Do Book

The Extra Mile: Adding Project Management Techniques to Your Toolbox

Module Four: Managing Time

Managing Your Time

Keeping Others on Track

Maintaining Schedules

Module Five: Getting It All Done On Time

Prioritizing

The Secret to Staying on Track

Goal Setting

Module Six: Special Tasks

Planning Small Meetings

Planning Large Meetings

Organizing Travel

Module Seven: Verbal Communication Skills

Listening and Hearing: They Aren’t the Same Thing

Asking Questions

Communicating with Power

Module Eight: Non-Verbal Communication Skills

Body Language

The Signals You Send to Others

It’s Not What You Say, it’s How You Say It

Module Nine: Empowering Yourself

Being Assertive

Resolving Conflict

Building Consensus

Making Decisions

Module Ten: The Team of Two

Working with Your Manager

Influencing Skills

What to Do in Sticky Situations

Module Eleven: Taking Care of Yourself

Ergonomics

Stress Management

Dealing with a Heavy Workload

Module Twelve: Wrapping Up

Review

Anger Management

Controlling and limiting anger is important in every aspect of one’s life. Without control you are putting limits on what you can accomplish.

Anger can be an incredibly damaging force, costing people their jobs, and personal relationships. However, since everyone experiences anger, having a constructive approach to manage it effectively can turn it into a valuable asset.

Our Anger Management course will give participants that constructive approach. Participants will learn how to identify their anger triggers and what to do when they get angry. Through specific coping and planning techniques, anger can become a positive tool.

Course Outline:

Module One: Getting Started

Review

Module Two: Understanding Anger

The Cycle of Anger

Understanding Fight or Flight

Common Myths about Anger

Module Three: Do’s and Don’ts

Unhelpful Ways of Dealing with Anger

Helpful Ways of Dealing with Anger

Module Four: Gaining Control

A Word of Warning

Using Coping Thoughts

Using Relaxation Techniques

Blowing off Some Steam

Module Five: Separate the People from the Problem

Objective vs. Subjective Language

Identifying the Problem

Using "I" Messages

Module Six: Working on the Problem

Using Constructive Disagreement

Negotiation Tips

Building Consensus

Identifying Solutions

Module Seven: Solving the Problem

Choosing a Solution

Making a Plan

Getting it Done

Module Eight: A Personal Plan

Understanding Hot Buttons

Identifying Your Hot Buttons

A Personal Anger Log

Module Nine: The Triple A Approach

Alter

Avoid

Module Ten: Dealing with Angry People

Understanding the Energy Curve

De-Escalation Techniques

When to Back Away and What To Do Next

Module Eleven: Pulling it All Together

Process Overview

Putting it Into Action

Module Twelve: Wrapping Up

Review

Appreciative Inquiry

Organizations can be thought of as a living being made up of the individuals working within it. Appreciative Inquiry has the ability to change the whole organization by changing the people. Through positive questioning employees will be directed to move in a positive direction. Recognizing the strengths and values of what works, as opposed to what’s wrong will transform the individuals and in turn transform the organization.

Appreciative Inquiry is a shift from looking at problems and deficiencies and instead focusing on strengths and successes. It is a tool for change, and it will strengthen relationships throughout your business. Through best practices and positive stories transform your organization.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Archiving and Records Management

Every organization is responsible for maintaining records. The ability to create, organize and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

With the Archiving and Records Management course participants will know how to classify records, define and maintain different systems, and develop a keen understanding of the importance of records management.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Assertiveness and Self-Confidence

Self-confident and assertiveness are two skills that are crucial for success in life. If you don’t feel worthy, and/or you don’t know how to express your self- worth when communicating with others, life can be very painful. These skills will provide opportunities and benefits to participants in their professional and personal lives.

The Assertiveness and Self-Confidence course will give participants an understanding of what assertiveness and self-confidence each mean (in general and to them personally) and how to develop those feelings in their day-to-day lives.

Course Outline:

Module One: Getting Started

Learning Objectives

Module Two: What Does Self-Confidence Mean To You?

What is Assertiveness?

What is Self-Confidence?

The Four Styles

Module Three: Obstacles to Our Goals

Types of Negative Thinking

Case Study

Personal Application

Module Four: Communication Skills

Listening and Hearing: They Aren’t the Same Thing

Asking Questions

Body Language

Module Five: The Importance of Goal Setting

Why Goal Setting is Important

Setting SMART Goals

Our Challenge to You

Module Six: Feeling the Part

Identifying Your Worth

Creating Positive Self-Talk

Identifying and Addressing Strengths and Weaknesses

Module Seven: Looking the Part

The Importance of Appearance

The Role of Body Language

First Impressions Count!

Module Eight: Sounding the Part

It’s How You Say It

Sounding Confident

Using "I" Messages

Module Nine: Powerful Presentations

What to Do When You’re on the Spot

Using STAR to Make Your Case

Module Ten: Coping Techniques

Building Rapport

Expressing Disagreement

Coming to Consensus

Module Eleven: Dealing with Difficult Behavior

Dealing with Difficult Situations

Key Tactics

Module Twelve: Wrapping Up

Review

Attention Management

A distracted employee is a less effective employee. Employees who do not pay attention can waste valuable time and make careless mistakes. Learn to be more efficient, make fewer mistakes, and be more productive overall.

Attention Management is a useful skill that allows managers to connect with their employees on an emotional level and motivate them to focus on their work. Gain valuable insight and strategies into what it takes to be more attentive and vigilant.

Course Outline:

Module One: Getting Started

Learning Objective

Module Two: Introduction to Attention Management

What Is Attention Management?

Stop Thinking and Pay Attention!

What Is Mushin?

What is Xin Yi (Heart Minded)?

Module Three: Types of Attention

Focused Attention

Sustained Attention

Selective Attention

Alternating Attention

Attention CEO

Attentional Blink

Module Four: Strategies for Goal Setting

Listening to Your Emotions

Prioritizing

Re-Gating

Module Five: Meditation

Beta

Alpha

Theta

Delta

Gamma

Module Six: Training Your Attention

Mushin

Meditation

Focus Execute

Visualization

Case Study

Module Seven: Attention Zones Model

Reactive Zone

Proactive Zone

Distracted Zone

Wasteful Zone

Case Study

Module Eight: SMART Goals

The Three P"s

The SMART Way

Prioritizing

Evaluating and Adapting

Module Nine: Keeping Yourself Focused

The One Minute Rule

The Five Minute Rule

What to Do When You Feel Overwhelmed

Module Ten: Procrastination

Why We Procrastinate

Nine Ways to Overcome Procrastination

Eat That Frog

Module Eleven: Prioritizing Your Time

The 80/20 Rule

The Urgent / Important Matrix

Being Assertive

Creating a Productivity Journal

The Glass Jar: Rocks, Pebbles, Sand and Water

Module Twelve: Wrapping Up

Review

Basic Bookkeeping

Numbers! Numbers! Numbers! Wherever you go, you are bound to see them. On addresses, license plates, phones, prices, and of course, money! Numbers connect us all to each other in many more ways than we might imagine. Essentially, our world revolves around numbers.

Some of us enjoy dealing with numbers while others may have a fear of them, or even a phobia. For those of you who have already recognized and appreciate the impact that numbers actually have on just about everything, you deserve a cookie. Welcome to Basic Bookkeeping!

Course Outline:

Module One: Getting Started

Learning Objectives

Module Two: Basic Terminology (I)

Balance Sheet

Assets

Liabilities

Equity

Income Statement

Revenue

Cost of Goods Sold

Expenses

Accounting Period

Review

Module Three: Basic Terminology (II)

Accounts Receivable

Accounts Payable

Depreciation

General Ledger

Interest

Inventory

Journals

Payroll

Trial Balance

Review

Module Four: Accounting Methods

Cash Method

Accrual Method

Differences between Cash and Accrual

Module Four: Review Questions

Module Five: Keeping Track of Your Business

Accounts Payable

Accounts Receivable

The Journal

The General Ledger

Cash Management

Module Five: Review Questions

Module Six: Understanding the Balance Sheet

The Accounting Equation

Double-Entry Accounting

Types of Assets

Types of Liabilities

Equity

Module Six: Review Questions

Module Seven: Other Financial Statements

Income Statement

Cash Flow Statement

Capital Statement

Budget vs. Actual

Module Seven: Review Questions

Module Eight: Payroll Accounting / Terminology

Gross Wages

Net Wages

Employee Tax Withholding’s

Employer Tax Expenses

Salary Deferrals

Employee Payroll

Employee Benefits

Tracking Accrued Leave

Government Payroll Returns/Reports

Review

Module Nine: End of Period Procedures

Depreciating Your Assets

Reconciling Cash

Reconciling Investments

Working with the Trial Balance

Bad Debt

Posting Adjustments and Corrections

Module Nine: Review Questions

Module Ten: Financial Planning, Budgeting and Control

Reasons for Budgeting

Creating a Budget

Comparing Budget to Actual Expenses

Module Ten: Review Questions

Module Eleven: Auditing

What is an Audit?

When and Why Would You Audit?

Internal

External

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Being a Likeable Boss

Being more likeable is a quality everyone can increase and improve. Being likeable and a figure of authority is where some challenging conflicts can arise. With this course participants will recognize these possible areas of conflict and develop the skills and knowledge to overcome them.

Trusting your team by avoiding micromanagement, using delegation, and accepting feedback will put you on the right path to be a more likeable boss.

Course Outline:

Module One: Getting Started

Learning Objectives

Module Two: Is it Better to be Loved or Feared?

The Case for Fear The Case for Love

The Case against Both The Middle Ground Case Study

Module Two: Review Questions

Module Three: Leadership as Service

Top down Hierarchies

The Bottom-Up Perspective Know Your Employees

Genuine Empathy and the Power to Lead Case Study

Module Three: Review Questions

Module Four: Leadership by Design

Begin with the End in Mind Goals

Values

Mission Statement Case Study

Module Four: Review Questions

Module Five: Understanding Motivation

Dramatism The Pentad

Guilt and Redemption Identification

Case Study

Module Five: Review Questions

Module Six: Constructive Criticism

What are Your Intentions? A Positive Vision of Success Feedback Sandwich

Following Up versus Badgering Case Study

Module Six: Review Questions

Module Seven: The Importance of Tone

Lighting a Fire

Putting Out a Fire

Adult versus Parent

Changing the Script

Case Study

Module Seven: Review Questions

Module Eight: Trusting Your Team

Dangers of Micromanaging

Delegation and Anxiety

Aces in Their Places

Celebrating Success Case Study

Module Eight: Review Questions

Module Nine: Earning Your Team’s Trust

Honesty Consistency Availability Openness Case Study

Module Nine: Review Questions

Module Ten: Building and Reinforcing Your Team

Identify Team Strengths and Weaknesses

Identify Team Roles

Design Exercises with Specific Goals

What to Avoid

Case Study

Module Ten: Review Questions

Module Eleven: You are the Boss of You

What Kind of Person Would You Follow?

Self-Awareness

Self-Improvement

Keeping Your Balance

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Body Language Basics

Can you tell if someone is telling the truth just by looking at them? It is a skill that a lot of people do not have. Through Body Language Basics you will be given a set of tools to use to your advantage.

These tools can be utilized in the office and at home. Understanding Body Language will provide you a great advantage in your daily communications.

Body Language Basics will provide you with a great set of skills to understand that what is not said is just as important as what is said.

It will also give you the ability to see and understand how your own Body Language is being seen.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Budgets and Financial Reports

Money matters can be intimidating for even the smartest people. However, having a solid understanding of basic financial terms and methods is crucial to your career. When terms like ROI, EBIT, GAAP, and extrapolation join the conversation, you’ll want to know what people are talking about, and you’ll want to be able to participate in the discussion.

The Budgets and Financial Reports course will give you a solid

foundation in finance. It covers commonly used terms, financial statements, budgets, forecasting, purchasing decisions, and financial legislation.

Course Outline:

Module One: Getting Started

Learning Objectives

Module Two: Glossary

What Is Finance

Commonly Used Terms

Key Players (People, Jobs)

Important Finance Organizations

Understanding GAAP

Module Three: Understanding Financial Statement

Balance Sheets

Income Statements (AKA Profit And Loss Statements)

Statement of Retained Earnings

Statement of Cash Flows

Annual Reports

Module Four: Analyzing Financial Statements, Part One

Income Ratios

Profitability Ratios

Liquidity Ratios

Working Capital Ratios

Bankruptcy Ratios

Module Five: Analyzing Financial Statements, Part Two

Long Term Analysis Ratios

Coverage Ratios

Leverage Ratios

Calculating Return on Investment (ROI)

Module Six: Understanding Budgets

Common Types of Budgets

What Information Do I Need?

Who Should Be Involved?

What Should A Budget Look Like?

Module Seven: Budgeting Made Easy

Factoring In Historical Data

Gathering Related Information

Adjusting For Special Circumstances

Putting It All Together

Computer Based Methods

Module Eight: Advanced Forecasting Techniques

Using the Average

Regression Analysis

Extrapolation

Formal Financial Models

Module Nine: Managing the Budget

How To Tell If You’re On the Right Track

Should Your Budget Be Updated

Keeping a Diary of Lessons Learned

When to Panic

Module Ten: Making Smart Purchasing Decisions

10 Questions You Must Ask

Determining the Payback Period

Deciding Whether to Lease or Buy

Thinking outside the Box

Module Eleven: A Glimpse into the Legal World

A Brief History

The Sarbanes Oxley Act

CEO/CFO Certification

Thinking outside the Box

Module Twelve: Wrapping Up

Review

Business Acumen

Through our Business Acumen course participants will improve their judgment and decisiveness skills.

Business Acumen is all about seeing the big picture and recognizing that all decisions no matter how small can have an effect on the bottom line. Your participants will increase their financial literacy and improve their business sense.

Business Acumen will give participants an advantage everyone wishes they had. The course will help your

participants recognize learning events, manage risk better, and increase their critical thinking. Business Acumen has the ability to influence your whole organization, and provide that additional edge that will lead to success.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Business Ethics

A company’s ethics will determine its reputation. Good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability. Developing a Business Ethics program takes time and effort, but doing so will do more than improve business, it will change lives.

A company’s ethics will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, competitors, etc. All of these groups will have an effect on the way a company’s ethics are developed. It is a two-way street; the influence goes both ways, which makes understanding ethics a very important part of doing business today. Ethics is very important, as news can now spread faster and farther than ever before.

Course Outline:

Module One: Getting Started

Learning Objectives

Module Two: What is Ethics?

What is Business Ethics

10 Benefits of Managing Ethics

Case Study

Module Three: Implementing Ethics in the Workplace

Benefits

Guidelines for Managing Ethics in the Workplace

Roles and Responsibilities

Module Four: Employer / Employee Rights

Privacy Policies

Harassment Issues

Technology

Module Five: Business and Social Responsibilities

Identifying Types of Responsibilities

Case Study

Handling Conflicting Social and Business Responsibilities

Case Study

Module Six: Ethical Decisions

The Basics

Balancing Personal and Organizational Ethics

Common Dilemmas

Making Ethical Decisions

Overcoming Obstacles

Module Seven: Whistle Blowing

Criteria and Risk

The Process

When You Should "Blow the Whistle"

Module Eight: Managerial Ethics

Ethical Management

Identifying the Characteristics

Ensuring Ethical Behavior

Module Nine: Unethical Behavior

Recognize and Identify

Preventing

Addressing

Interventions

Module Ten: Ethics in Business (I)

Organization Basics

Addressing the Needs

Ethical Principles

Module Eleven: Ethics in Business (II)

Ethical Safeguards

Developing a Code of Ethics

Performing an Internal Ethics Audit

Upholding the Ethics Program

Module Twelve: Wrapping Up

Review

Business Etiquette

This course examines the basics, most importantly to be considerate of others, dress/appearance, the workplace versus social situations, business meetings, proper introductions and "the handshake", conversation skills/small talk, cultural differences affecting international business opportunities, dealing with interruptions, and proper business email and telephone etiquette.

Have you ever been in a situation where:

You met someone important and had no idea what to say or do?

You spilled soup all over yourself at an important business event?

You showed up at an important meeting under or overdressed?

Let’s face it: we’ve all had those embarrassing etiquette gaffes. Our Business

Etiquette course will help participants look and sound their best no matter what the situation.

Course Outline:

Module One: Getting Started

Learning Objectives

Module Two: Understanding Etiquette

Etiquette Defined

The Importance of Business Etiquette

Module Three: Networking for Success

Creating an Effective Introduction

Making a Great First Impression

Minimizing Nervousness

Using Business Cards Effectively

Remembering Names

Module Four: The Meet and Greet

The Three-Step Process

The Four Levels of Conversation

Module Five: The Dining in Style

Understanding Your Place Setting

Using Your Napkin

Eating Your Meal

Sticky Situations and Possible Solutions

Module Six: Eating Out

Ordering in a Restaurant

About Alcoholic Beverages

Paying the Bill

Tipping

Module Seven: Business Email Etiquette

Addressing Your Message

Grammar and Acronyms

Top 5 Technology Tips

Module Eight: Telephone Etiquette

Developing an Appropriate Greeting

Dealing with Voicemail

Cell phone Do’s and Don’ts

Module Nine: The Written Letter

Thank You Notes

Formal Letters

Informal Letters

Module Ten: Dressing for Success

The Meaning of Colors

Interpreting Common Dress Codes

Deciding What to Wear

Module Eleven: International Etiquette

General Rules

Important Points

Preparation Tips

Module Twelve: Wrapping Up

Review

Business Succession Planning

Business succession planning is all about being prepared. The loss of valuable leadership can cripple even the strongest of companies.

Succession planning is an essential component to the survival and growth of any business. Whether it is grooming employees to become leaders, or preparing for an employee’s retirement participants will identify common obstacles and how to overcome them.

Our Business Succession Planning course will show you the differences between succession planning and mere replacement planning. How you prepare people to take on leadership responsibilities is just as important as hiring the right person for the job. Every company should have a form of succession planning in its portfolio.

Course Outline:

Module One: Getting Started

Objectives

Module Two: Succession Planning Vs. Replacement Planning

What is Business Succession Planning?

What Is Replacement Planning?

Differences Between

Deciding What You Need

Module Three: Preparing for the Planning Process

How to Set Parameters for the Planning Process

Should You Establish a Committee?

How to Gather Operational Data

Module Four: Initiating Process

Develop a Mission Statement

Develop a Vision Statement

Choosing to Be a Mentor

Module Five: The SWOT Analysis

Identifying Strengths

Identifying Weaknesses

Identifying Opportunities

Identifying Threats

Module Six: Developing the Succession Plan

Prioritize What the Succession Plan Will Address

Set Goals and Objectives

Develop a Strategy for Achieving Goals

Draft the Plan

Module Seven: Executing the Plan

Assign Responsibility and Authority

Establish a Monitoring System

Identifying Paths

Choosing Your Final Approach

Module Eight: Gaining Support

Gathering Data

Addressing Concerns and Issues

Evaluating and Adapting

Module Nine: Managing the Change

Developing a Change Management Plan

Developing a Communication Plan

Implementing the Plans

Providing Constructive Criticism

Encouraging Growth and Development

Module Ten: Overcoming Roadblocks

Common Obstacles

Re-Evaluating Goals

Focusing on Progress

Module Eleven: Reaching the End

How to Know When You’ve Achieved Success

Transitioning

Wrapping it All Up

Module Twelve: Wrapping Up

Review

Business Writing

Writing is a key method of communication for most people, and it’s one that many people struggle with. Writing and communication skills have degraded with more and more people communicating through email and text messaging. Developing writing skills is still important is the business world as creating proper documents (such as proposals, reports, and agendas), giving you that extra edge in the workplace.

The Business Writing course provides participants a refresher on basic writing concepts (such as spelling, grammar, and punctuation), and an overview of the most common business documents. These basic skills will provide participants with that extra benefit in the business world that a lot of people are losing.

Course Outline:

Module One: Getting Started

Projections

Executive Summaries

Business Cases

Module Eleven: Proofreading and Finishing

A Proofreading Primer

How Peer Review Can Help

Printing and Publishing

Module Twelve: Wrapping Up

Review

Call Center Training

Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

Course Outline:

Negative Redirection

Multiple Choice Redirection

Case Study

Review Questions

Module Eight: Benchmarking

Benchmark Metrics

Performance Breakdown

Implementing Improvements

Benefits

Case Study

Review Questions

Module Nine: Goal Setting

The Importance of Goals

SMART Goals

Staying Committed

Motivation

Overcoming Limitations

Case Study

Review Questions

Module Ten: Key Steps

Six Success Factors

Staying Customer Focused

The Art of Telephone Persuasion

Telephone Selling Techniques

Case Study

Review Questions

Module Eleven: Closing

Knowing when it’s Time to Close

Closing Techniques

Maintaining the Relationship

After the Sale

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Change Management

Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation. The Change Management course will offer leaders tools to implement changes more smoothly and to have those changes better accepted.

Course Outline:

Module One: Getting Started

Objectives

Module Two: Preparing for Change

Defining Your Strategy

Building the Team

Module Three: Identifying the WIIFM

What’s In It for Me?

Building Support

Module Four: Understanding Change on an Individual Level

Clearing

Programming

Processing

Module Five: Leading and Managing the Change

Preparing and Planning

Delegating

Keeping the Lines of Communication Open

Coping with Pushback

Module Six: Gaining Support

Gathering Data

Addressing Concerns and Issues

Evaluating and Adapting

Module Seven: Making it all Worthwhile

Leading Status Meetings

Celebrating Successes

Sharing the Results and Benefits

Module Eight: Using Appreciative Inquiry

The Four Stages

The Purpose of AI

Examples and Case Studies

Module Nine: Bringing People to Your Side

A Dash of Emotion

Plenty of Facts

Bringing it All Together

Module Ten: Building Resiliency

What is Resiliency?

Why is it Important?

Five Easy Steps for the Leader and the Individual

Module Eleven: Building Flexibility

What is Flexibility?

Why is it Important?

Five Easy Steps for the Leader and the Individual

Module Twelve: Wrapping Up

Review

Civility in the Workplace

While a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing industry millions a year. Indeed, what society seems to be gaining in terms of both knowledge and technological advancement, it’s losing out on basic social values that directly impact the bottom line.

To address the growing problem of incivility in the work setting, this course introduces the concept of civility, its importance to a company, as well as its typical causes and effects. Skills needed to effectively practice civil behavior, as well as different ways organizations can systematize civility in the workplace will also be discussed. The benefits to Civility in the Workplace are countless and will pay off immensely in every aspect of your job.

Course Outline:

Module One: Getting Started

Objectives

Module Two: Introduction

What is Uncivil Behavior?

Three Reasons Why You Should be Civil

Dealing with Difficult Personalities

Costs and Rewards

Case Study

Review Questions

Module Three: Effective Work Etiquette

Greetings

Respect

Involvement

Being Politically Correct

Case Study

Review Questions

Module Four: Costs and Rewards

Incivility and the Costs

Civility and the Rewards

Four Causes of Incivility

How to Overcome It

Case Study

Review Questions

Module Five: Conflict Resolution

Collaborating

The First Steps

Training

Addressing Complaints

Enforcing Violators

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Coaching and Mentoring

You are in your office looking over your performance report and it happened again. Your low performing employee failed to meet quota this month even after you spoke with them about the importance of meeting goals. This employee has a great attitude and you know they can do better. You just do not know how to motivate them to reach the goal. Money used to work, but that has worn off. You are baffled and you know being frustrated makes matters worse. What do you do?

The Coaching and Mentoring course focuses on how to better coach your employees to higher performance. Coaching is a process of relationship building and setting goals. How well you coach is related directly to how well you are able to foster a great working relationship with your employees through understanding them and strategic goal setting.

Course Outline:

Module One: Getting Started

Objectives

Module Two: Defining Coaching and Mentoring

What is Coaching?

What is Mentoring?

Introducing the GROW Model

Module Three: Setting Goals

Goals in the context of GROW

Identifying Appropriate Goal Areas

Setting SMART Goals

Module Four: Understanding the Reality

Getting a Picture of Where You Are

Identifying Obstacles

Exploring the Past

Module Five: Developing Options

Identifying Paths

Choosing Your Final Approach

Structuring a Plan

Module Six: Wrapping it All Up

Creating the Final Plan

Identifying the First Step

Getting Motivated

Module Seven: The Importance of Trust

What is Trust?

Trust and Coaching

Building Trust

Module Eight: Providing Feedback

The Feedback Sandwich

Providing Constructive Criticism

Encouraging Growth and Development

Module Nine: Overcoming Roadblocks

Common Obstacles

Re-Evaluating Goals

Focusing on Progress

Module Ten: Reaching the End

How to Know When You’ve Achieved Success

Transitioning the Coachee

Wrapping it All Up

Module Eleven: How Mentoring Differs from Coaching

The Basic Differences

Blending the Two Models

Adapting the GROW Model for Mentoring

Focusing on the Relationship

Module Twelve: Wrapping Up

Review

Coaching Salespeople

Coaching is not just for athletes. More and more organizations are choosing to include coaching as part of their instruction. Coaching salespeople, when done correctly, will not only increase sales, it will have a positive impact on the community and culture of a company. The benefits of coaching salespeople are numerous and worth exploring.

The Coaching Salespeople course, goes over how to develop coaching skills. Topics include the roles and responsibilities of coaching as well as the challenges that coach’s face in regards to working with salespeople.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Collaborative Business Writing

Writing and communication skills have degraded with more and more people communicating through email and instant messaging. Developing writing skills is still important in the business world as is creating proper documents (such as proposals, reports, and agendas) giving you that extra edge in the workplace.

The Collaborative Business Writing course will give participants the knowledge and skills to collaborate with others and create that important document. Topics include the types of collaboration, and ways to improve them through certain tools and processes.

Course Outline:

Module Seven: Review Questions

Module Eight: Overcoming Collaborative Writing Barriers

Practicing T-shaped Management

Building Network of Alliances

Implementing Enablers

Assessing the Culture and Areas for Improvement

Case Study

Module Eight: Review Questions

Module Nine: Styles of Dealing with Conflict

Ensure that Good Relationships are the First Priority

Keep People and Problems Separate

Pay Attention to the Interests that are Being Presented

Listen First, Talk Second

Case Study

Module Nine: Review Questions

Module Ten: Tips for Successful Business Writing Collaboration

Determine Purpose

Formulate Outline and Organizational Format

Selection of Team Leader

Assign Writing Tasks and Associated Duties

Case Study

Module Ten: Review Questions

Module Eleven: Examples of Collaborative Business Writing

Writing Emails

Writing Reports

Writing Training Manuals

Writing Company Handbooks

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Communication Strategies

For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look you give the cat, it all means something.

The Communication Strategies course will help participants understand the different methods of communication and how to make the most of each of them. These strategies will provide a great benefit for any organization and its employees. They will trickle down throughout the organization and positively impact everyone involved.

Course Outline:

Module One: Getting Started

Objectives

Module Two: The Big Picture

What is Communication?

How Do We Communicate?

Other Factors in Communication

Module Three: Understanding Communication Barriers

An Overview of Common Barriers

Language Barriers

Cultural Barriers

Differences in Time and Place

Module Four: Paraverbal Communication Skills

The Power of Pitch

The Truth about Tone

The Strength of Speed

Module Five: Non-Verbal Communication

Understanding the Mehrabian Study

All about Body Language

Interpreting Gestures

Module Six: Speaking Like a STAR

S = Situation

T = Task

A = Action

R = Result

Summary

Module Seven: Listening Skills

Seven Ways to Listen Better Today

Understanding Active Listening

Sending Good Signals to Others

Module Eight: Asking Good Questions

Open Questions

Closed Questions

Probing Questions

Module Nine: Appreciative Inquiry

The Purpose of AI

The Four Stages

Examples and Case Studies

Module Ten: Mastering the Art of Conversation

Level One: Discussing General Topics

Level Two: Sharing Ideas and Perspectives

Level Three: Sharing Personal Experiences

Our Top Networking Tips

Module Eleven: Advanced Communication Skills

Understanding Precipitating Factors

Establishing Common Ground

Using "I" Messages

Module Twelve: Wrapping Up

Review

Conducting Annual Employee Reviews

An annual review can help you keep your employees happy, engaged, and focused. It is human nature to want to succeed. Giving your employees feedback on their positive and negative attributes is part of the pathway to success. A poorly designed annual review can have the reverse effect.

With the Conducting Annual Employee Reviews course, participants will discover how to conduct a well-designed employee annual review. By determining the categories for an annual review and understanding how it affects employee compensation, an overall increase in performance should be seen throughout your organization.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Conflict Resolution

Wherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Your participants will also be provided a set of skills in solution building and finding common ground.

In the Conflict Resolution course, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.

Course Outline:

Module One: Getting Started

Objectives

Module Two: An Introduction to Conflict Resolution

What is Conflict?

What is Conflict Resolution?

Understanding the Conflict Resolution Process

Module Three: The Thomas-Kilmann Instrument

Collaborating

Competing

Compromising

Accommodating

Avoiding

Module Four: Creating an Effective Atmosphere

Neutralizing Emotions

Setting Ground Rules

Choosing the Time and Place

Module Five: Creating Mutual Understanding

What Do I Want?

What Do They Want?

What Do We Want?

Module Six: Focusing on Individual Needs

Finding Common Ground

Building Positive Energy and Goodwill

Strengthening Your Partnership

Module Seven: Getting to the Root Cause

Examining Root Causes

Creating a Cause and Effect Diagram

The Importance of Forgiveness

Identifying the Benefits of Resolution

Module Eight: Generating Options

Generate, Don’t Evaluate

Creating Mutual Gain Options and Multiple Option Solutions

Digging Deeper into Your Options

Module Nine: Building a Solution

Creating Criteria

Creating a Shortlist

Choosing a Solutions

Building a Plan

Module Ten: The Short Version of the Process

Evaluating the Situation

Choosing Your Steps

Creating an Action Plan

Using Individual Process Steps

Module Eleven: Additional Tools

Stress and Anger Management Techniques

The Agreement Frame

Asking Open Questions

Module Twelve: Wrapping Up

Review

Contact Center Training

Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With the Contact Center Training course participants will gain the knowledge to provide a great customer experience. Develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Contract Management

It is easy to overlook the importance of contract management because it seems to be a boring, mundane topic. Contracts, however, are the basis of most business relationships. If contracts are managed well, business relationships will flourish. If they are not, companies face financial loss, relationship harm, and damaged reputations.

With the course participants learn the insides and outs of Contract Management. Contracts are made with vendors, employees, customers, partnerships, and these agreements must be managed carefully. In order to effectively implement Contract Management it is necessary to understand all the small details, and that is what you get with this course.

Course Outline:

Review

Check for Accuracy and Changes

Update or Cancel

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Creating a Great Webinar

Webinars are a great inexpensive way to reach a large number of people. Webinars are great tools if you want to market a new or improved product, train employees, demonstrate a new task, or have a meeting with employees located throughout the globe. Being an interactive form of media, Webinars provides a great environment for these activities and so much more.

Creating a Great Webinar is all about providing a great interaction between the presenter and the audience.

Participants will develop the skills needed to promote, host, or facilitate a great Webinar for your company. Sharing your passion and knowledge with a Webinar is the best way to reach many with the power of one.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Creative Problem Solving

In the past few decades, psychologists and business people alike have discovered that successful problem solvers tend to use the same type of process to identify and implement the solutions to their problems. This process works for any kind of problem, large or small.

The Creative Problem Solving course will give participants an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day. Skills such as brainstorming, information gathering, analyzing data, and identifying resources will be covered throughout the course.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: The Problem Solving Method

What is a Problem?

What is Creative Problem Solving?

What are the Steps in the Creative Solving Process?

Module Three: Information Gathering

Understanding Types of Information

Identifying Key Questions

Methods of Gathering Information

Module Four: Problem Definition

Defining the Problem

Determining Where the Problem Originated

Defining the Present State and the Desired State

Stating and Restating the Problem

Analyzing the Problem

Writing the Problem Statement

Module Five: Preparing for Brainstorming

Identifying Mental Blocks

Removing Mental Blocks

Stimulating Creativity

Module Six: Generating Solutions (I)

Brainstorming Basics

Brainwriting and Mind Mapping

Duncker Diagrams

Module Seven: Generating Solutions (II)

The Morphological Matrix

The Six Thinking Hats

The Blink Method

Module Eight: Analyzing Solutions

Developing Criteria

Analyzing Wants and Needs

Using Cost/Benefit Analysis

Module Nine: Selecting a Solution

Doing a Final Analysis

Paired Comparison Analysis

Analyzing Potential Problems

Module Ten: Planning Your Next Steps

Identifying Tasks

Identifying Resources

Implementing, Evaluating, and Adapting

Module Eleven: Recording Lessons Learned

Planning the Follow-Up Meeting

Celebrating Successes

Identifying Improvements

Module Twelve: Wrapping Up

Review

Crisis Management

Crisis management is as important as finance management, personnel management, etc. Having a clear and effective program and plan for an event is critical not only to your survival, but critical to the profitability and possibly the survival of the company. Being able to identify risk, assess the situation and respond appropriately is important, and requires not only training, but practice.

With the Crisis Management course participants will understand that a crisis can occur any time. Learn about skills needed for certain negative events. Topics covered include recognizing warning signs to help avoid negative situations completely, or, if the situation occurs, better manage the crisis.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Critical Thinking

Critical Thinking provides you with the skills to analyze and evaluate information. With these skills you are able to obtain the greatest amount of knowledge from a piece of data. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur.

Our Critical Thinking course will help reduce bias in order to provide a greater understanding of their environment. This course will provide the skills to evaluate, identify, and distinguish between relevant and irrelevant information which will provide an incredible boost in performance.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process.

Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Who We Are and What We Do

Who Are Customers? (internal/external)

What is Customer Service?

Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

Appearance Counts!

The Power of a Smile

Staying Energized

Staying Positive

Module Four: Identifying and Addressing Their Needs

Understanding the Customer’s Problem

Staying Outside the Box

Meeting Basic Needs

Going the Extra Mile

Module Five: Generating Return Business

Following Up

Addressing Complaints

Turning Difficult Customers Around

Module Six: In-Person Customer Service

Dealing With At-Your-Desk Requests

The Advantages and Disadvantages of In-Person Communication

Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication

Telephone Etiquette

Tips and Tricks

Module Eight: Providing Electronic Customer Service

The Advantages and Disadvantages of Electronic Communication

Understanding Netiquette

Tips and Tricks

Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers

De-Escalating Anger

Establishing Common Ground

Setting Your Limits

Managing Your Own Emotions

Module Ten: Understanding When to Escalate

Dealing with Vulgarity

Coping with Insults

Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time Ten Tips

Module Twelve: Wrapping Up

Review

Customer Support

Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.

With the Customer Support course, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Cyber Security

Every organization is responsible for ensuring Cyber Security. The ability to protect its information systems from impairment or even theft is essential to success. Implementing effective security measures will not only offer liability protection; it will also increase efficiency and productivity.

With the Cyber Security course participants will understand the different types of malware and security breaches.

Develop effective prevention methods which will increase overall security. They will also understand the basic concepts associated with Cyber Security and what a company needs to stay secure.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Delivering Constructive Criticism

Delivering Constructive Criticism is one of the most challenging things for anyone. Through this course participants will gain valuable knowledge and skills that will assist them with this challenging task. When an employee commits an action that requires feedback or criticism it needs to be handled in a very specific way.

Constructive Criticism if done correctly will provide great benefits to your organization. It provides the ability for management to nullify problematic behaviors and develop well rounded and productive employees. Constructive feedback shows an employee that management cares about them and will invest time and effort into their careers.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Developing Corporate Behavior

With this course participants will be able to develop a business environment that reflects a positive set of values and ethics. Aligning these characteristics with corporate standards is what will make participants stand out and become leaders throughout your company.

Through our Developing Corporate Behavior course participants should see improved team building, better communication, and trust. By realizing the benefits of corporate behavior and developing a successful plan participants should see a reduction in incidents and an increase in team work and loyalty.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Developing Creativity

Children have an innate creative ability when they are born, but for some reason adults can lose it along the way. Your participants will move out of the mundane, be more curious, engage, and explore new ideas. Recognize creativity and be ready when it happens.

With the Developing Creativity course participants will learn how to remove barriers that block or limit their creativity.

Topics covered:

improve the imagination
divergent thinking
mental flexibility

Learn mind mapping, individual brainstorming, and when to recognize and look for what inspires to be more creative.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: What is Creativity?

Divergent Thinking

Problem Solving

Imagination and Inspiration

Something Out of Nothing

Case Study

Module Two: Review Questions

Review

Developing New Managers

With this course your candidates will be provided the skills they need to succeed. By identifying prospective managers early and identifying a clear management track, your company will prosper and thrive with a solid development structure. Becoming a new manager can seem like a daunting and challenging task. To overcome these hurdles create an environment where employees know what is expected of them.

Develop well rounded, fair and confident managers. By identifying early you will be able to groom prospective candidates and provide the best chance for success.

Course Outline:

Case Study

Module Seven: Review Questions

Module Eight: Identify Strong Candidates Early

Development Begins Early

Identify Candidates Early

Identify Candidates through Evaluations

Develop Those with Management Goals

Case Study

Module Eight: Review Questions

Module Nine: Clearly Define the Management Track

Make the Path to Management Clear

Serves as a Guidepost

Ensures Quality Training/Support

Succession Planning and Change Management

Case Study

Module Nine: Review Questions

Module Ten: Empower New Managers

Decision Making

Asking for Help

Support, Don’t Micromanage

Continuous Growth and Development

Case Study

Module Ten: Review Questions

Module Eleven: Provide Growth Opportunities

Provide Continuous Growth Opportunities

Create a Development Plan

Provide Regular Feedback

Encourage Mentoring

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Diversity and Inclusion

Train Employees

Retaliation

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Emotional Intelligence

Emotional intelligence describes the ability to understand one’s own feelings. It also provides great insight on how emotion influences motivation and behavior. The concepts of Emotional Intelligence have been around since the early 20th century, but the term was first introduced by Wayne Payne in 1985.

With the Emotional Intelligence course participants will gain a better understanding of self-management and self-awareness. This in turn will give them better insight and control over their actions and emotions. With a greater understanding of emotions, experience a positive impact on your professional and personal lives.

Module One: Getting Started

Course Objectives

Module Two: What is Emotional Intelligence

Self Management

Self Awareness

Self Regulation

Self Motivation

Empathy

Module Three: Four Skills in Emotional Intelligence

How to Accurately Perceive Emotions

Use Emotions to Facilitate Thinking

Understand Emotional Meanings

Manage Emotions

Module Four: Verbal Communication Skills

Focused Listening

Asking Questions

Communicating with Flexibility and Authenticity

Module Five: Non-Verbal Communication Skills

Body Language

The Signals You Send to Others

It’s Not What You Say, It’s How You Say It

Module Six: Social Management and Responsibility

Benefits of Emotional Intelligence

Articulate your Emotions Using Language

Module Seven: Tools to Regulate Your Emotions

Seeing the Other Side

Self Management and Self Awareness

Giving in Without Giving Up

Module Eight: Gaining Control

Using Coping Thoughts

Using Relaxation Techniques

Bringing it All Together

Module Nine: Business Practices (I)

Understand Emotions and How to Manage Them in the Workplace

Role of Emotional Intelligence at Work

Disagreeing Constructively

Module Ten: Business Practices (II)

Optimism

Pessimism

The Balance Between Optimism & Pessimism

Module Eleven: Making an Impact

Creating a Powerful First Impression

Assessing a Situation

Being Zealous without Being Offensive

Module Twelve: Wrapping Up

Review

Emotional Intelligence at Work

Emotional

Compassionate

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Employee Motivation

When you think of staff motivation, many things may come to mind: more money, a bigger office, a promotion, or a better quality of life. The truth is, no matter what we offer people, true motivation must come from within. Regardless of how it is characterized, it is important to get the right balance in order to ensure that you have a motivated workforce.

The Employee Motivation course will give participants several types of tools to become a great motivator, including goal setting and influencing skills. Participants will also learn about five of the most popular motivational models, and how to bring them together to create a custom program.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: A Psychological Approach

Herzberg’s Theory Of Motivation

Maslow’s Hierarchy of Needs

The Two Models and Motivation

Module Three: Object-Oriented Theory

The Carrot

The Whip

The Plant

Module Four: Using Reinforcement Theory

A History of Reinforcement Theory

Behavior Modification in Four Steps

Appropriate Uses in the Workplace

Module Five: Using Expectancy Theory

A History of Expectancy Theory

Understanding the Three Factors

Using the Three Factors to Motivate in the Workplace

Module Six: Personality’s Role in Motivation

Identifying Your Personality Type

Identifying Others" Personality Type

Motivators by Personality Type

Module Seven: Setting Goals

Goals and Motivation

Setting SMART Goal

Evaluating and Adapting

Module Eight: A Personal Toolbox

Building Your Own Motivational Plan

Encouraging Growth and Development

Getting Others to See the Glass Half-Full

Module Nine: Motivation on the Job

The Key Factors

Creating a Motivational Organization

Creating a Motivational Job

Module Ten: Addressing Specific Morale Issues

Dealing with Individual Morale Problems

Addressing Team Morale

What To Do When the Whole Company is De-Motivated

Module Eleven: Keeping Yourself Motivated

Identifying Personal Motivators

Maximizing Your Motivators

Evaluating and Adapting

Module Twelve: Wrapping Up

Review

Employee Onboarding

Employee Onboarding is a vital part of any company's hiring procedure. Hiring, training, and bringing new employees on board is a huge investment. Onboarding will assist newly hired employees in developing and keeping their skills. Knowledge will be retained, and their value will increase within the company.

Employee Onboarding increases productivity and produce a happier and more skilled workforce. The new hire phase is a critical time for the company, and having a structured set of procedures will make your company stronger and produce a greater chance of success.

Course Outline:

Why is it Important?

5 Steps

Case Study

Review Questions

Module Ten: Assigning Work

General Principles

The Dictatorial Approach

The Apple Picking Approach

The Collaborative Approach

Case Study

Review Questions

Module Eleven: Providing Feedback

Characteristics of Good Feedback

Feedback Delivery Tools

Informal Feedback

Formal Feedback

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Employee Recognition

Recognizing employees through various recognition programs is a fantastic investment. Being appreciated is a basic human feeling and reaps great rewards. Praise and recognition are essential to an outstanding workplace and its employees.

Through the Employee Recognition course participants will recognize the value of implementing even the smallest of plans. The cost of employee recognition is very minimal in relation to the benefits that will be experienced. Employee recognition programs have been shown to increase productivity, employee loyalty, and increased safety.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Employee Recruitment

Simply advertising an open position and hoping that you find the right talent does not guarantee that you will find the best people. Actively seeking out qualified candidates is the best way to ensure that you find the talent that you need. Recruitment is essential to the success of your business.

Hiring the right employee is very important, as training can be expensive, and employee turnover costs companies millions every year. So, reduce your costs with a great employee recruitment program.

The Employee Recruitment course will guide participants and help them interview and recruit the right employee. Hiring a new employee is one of the largest investments you make in any business.

Course Outline:

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Employee Termination Processes

Having to fire an employee is never an easy task. Sometimes, despite attempts of open communication and encouraging performance, an employee will need to be terminated from the company. One of the hardest aspects of preparing to fire an employee is to separate the emotions from the facts. Firing an employee should always be a last resort, so it is important that the manager has covered all other avenues possible before moving forward.

With the Employee Termination course, participants will begin to see how important it is to develop a core set of skills for when they find themselves in a situation where they have to let an employee go.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Entrepreneurship

Would you like to be your own boss? Have you ever dreamed of starting your own business? Don’t know what to do about your great business idea? If you have ever thought about these situations, then you need our entrepreneurship course.

Let our Entrepreneurship course help you achieve your dreams.

Being an entrepreneur can be full of risks. These risks are minimized through drafting a business plan, knowing your competition, and successful marketing. All these and more can be found in our Entrepreneurship course.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Review

Event Planning

Events do not just happen, they take time to plan, develop, and create. This course is designed to give participants the tools needed to host a great event. They will touch on planning and administrative techniques that will give them the confidence to run an engaging event that will leave a positive and lasting impression an each attendee.

With the Event Planning course, explore ways to work with vendors, security, technicians, and wait staff. Topics include different event types such as awards ceremonies, charity events, and business conferences. By utilizing the correct skill set participants will be provided the details to pull off a successful event.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Executive and Personal Assistants

Being an Executive or Personal Assistant is a unique position that requires a variety of skills. Whether you are updating schedules, making travel arrangements, minute taking, or creating important documents all must be done with a high degree of confidentiality. Confidentiality is one of the most important characteristics for every assistant.

In the Executive and Personal Assistants course learn what it takes to be a successful assistant. Participants will learn what it takes to effectively manage a schedule, organize a meeting, and even how to be a successful gatekeeper. Being an Executive or Personal Assistant takes a special skill set and this course will provide participants with the necessary tools.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Generation Gaps

While having various cultures in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. The workplace can present challenges to management in terms of handling the different generations present. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least.

The Generation Gaps course will help participants understand the various generations present at work. Both the young and older worker will have ideas and suggestions to offer, which will help the organization thrive in the marketplace. Learning how to deal with the Generation Gaps at work will help you become a better manager or co-worker.

Course Outline:

Attitude

Working Style

Life Experience

Module Eight: Finding Common Ground

Adopting a Communication Style

Creating an Affinity Group

Sharing Knowledge

Module Nine: Conflict Management (I)

Younger Bosses Managing Older Workers

Avoid Turnover with a Retention Plan

Breaking down the Stereotypes

Module Ten: Conflict Management (II)

Embrace the Hot Zone

Treat Each Other As A Peer

Create a Succession Plan

Module Eleven: The Power of 4

Benefits of Generation Gaps

How to Learn From Each Other

Embracing the Unfamiliar

Module Twelve: Wrapping Up

Review

Goal Setting and Getting Things Done

Goal Setting is one of the most basic and essential skills someone can develop. We touch on goal characteristics, time management, and what to do when setbacks occur. This course will provide the knowledge and skills participants need to complete more tasks, and get things done.

The Goal Setting and Getting Things Done course will cover strategies to help participants deal with distractions and overcome procrastination. These skills will translate into increased satisfaction in their professional and personal lives. Your participants will learn the Goal Setting characteristics of successful people and in turn will become happier and more productive individuals.

Course Outline:

Case Study

Module Nine: Review Questions

Module Ten: SMART Goals

Specific

Measurable

Attainable

Realistic

Timely

Case Study

Module Ten: Review Questions

Module Eleven: Mistakes Will Happen

Accept It

Bouncing Back

Adapt and Learn from Them

If Needed, Ask for Help

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Handling a Difficult Customer

Completion Of Action Plans And Evaluations

Health and Wellness at Work

A healthy employee is a happy and productive employee, which should be a goal for every organization. Through our Health and Wellness at Work program participants will experience the benefits of a healthier lifestyle and workplace.

The Health and Wellness at Work course will be instrumental in creating a “Culture of Wellness” within your organization. Topics touch on common issues such as smoking cessation, nutrition, weight loss, and preventative care. Health and Wellness is the responsibility of everyone in an organization so take the positive step and create a program within your organization.

Course Outline:

Employee Satisfaction

Share Achievements

Revise Plans as Necessary

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Review

Lessons Learned

Completion of Action Plans and Evaluations

High Performance Teams inside the Company

High Performance Teams (Inside the Company) are organizations, teams or groups working inside an office environment that are focused on achieving the same goals. Bringing team members together can sometimes be a challenge task. This course identifies these challenges and helps participants push through to success.

With the High Performance Teams (Inside the Company) course, participants will begin to see how important it is to develop a core set of high performance skills while working in an office locale. By knowing and managing the way people interact in an office setting, you will be positioning your high performance teams to accomplish any task.

Course Outline:

Quickly Resolve Differences

Practice Unanimity

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Review

Lessons Learned

Completion of Action Plans and Evaluations

Recommended Reading

High Performance Teams Remote Workforce

High Performance Teams (Remote Workforce) are organizations, teams or groups working in a virtual environment that are focused on achieving the same goals. Bringing team members together through a virtual environment can be a challenge task. This course identifies these challenges and helps participants push through to success.

With the High Performance Teams (Remote Workforce) course, participants will begin to see how important it is to develop a core set of high performance skills, while working remotely. By knowing and managing the way people interact in a remote environment, you will be setting up your high performance teams to accomplish any task.

Course Outline:

Don’t Delay in Responding

Don’t Assign Vague Responsibilities

Don’t Lead as a Dictator

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Review

Lessons Learned

Completion of Action Plans and Evaluations

Recommended Reading

Hiring Strategies

Successful companies are made up of great employees, so why not hire great employees? Hiring and training employees is an expensive venture. Hiring the right person is more about skills and abilities; it is about finding the right combination of skills, attitude, and fit for your organization’s culture.

Hiring Strategies will save your company time and money as you will be recruiting and hiring the right candidates. Your hiring department will benefit from this course as it prepares them to seek out that great candidate and make sure they are a fit for your company. Participants will obtain the necessary tools required in finding that diamond in the rough.

Course Outline:

Module One: Getting Started

Housekeeping Items

The Parking Lot

Course Objectives

Pre-Assignment

Action Plans and Evaluations

Module Two: Defining and Knowing the Position

Know the Position

Training and Orientation

Mentoring

30 60 90 Day Reviews

Make Them Feel Welcome

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Review

Lessons Learned

Completion of Action Plans and Evaluations

Human Resource Management

Recently tasks that were originally thought to fall under the responsibility of the human resources department have become a part of many managers" job descriptions. The sharing and diffusion of these tasks throughout the organization has had an impact particularly on those that are not equipped with the skills or knowledge to deal with these issues.

The Human Resource Management course will give managers the basic tools to handle numerous human resource situations such as interviewing, orientation, safety, harassment, discrimination, violence, discipline, and termination. This course will provide participants those skills and assist them with certain Human Resource situations.

Course Outline:

Module One: Getting Started

Icebreaker

Housekeeping Items

The Parking Lot

Course Objectives

Module Two: A History of Human Resources

A Brief History

What is Human Resources Today?

Module Three: The Interview Process

The General Format

Types of Questions

Dos and Don’ts

Module Four: Employee Orientation

The Orientation Process

The Role of Management and the Role of Human Resources

Tips and Tricks

Module Five: Following Up with New Employees

Daily Checklist for the First Week

Following Up at the End of the Week

Weeks and Months Later

Module Six: Workplace Safety

Understanding Your Role and Responsibilities

Understanding Local Rules

Understanding Industry-Specific Rules

Module Seven: Dealing with Harassment and Discrimination

Defining Harassment

Types of Workplace Discrimination

A Manager’s Responsibility

An Employer’s Responsibility

Module Eight: Workplace Violence

Defining Violence

A Manager’s Responsibility

An Employer’s Responsibility

Module Nine: Managing Employee Performance

Choosing the Time and Place for Feedback

Types of Employee Appraisals

Using the Feedback Sandwich

Encouraging Growth and Development

Module Ten: Disciplining Employees

Understanding Your Role

Understanding Your Choices

Having the Meeting

Following Up

Module Eleven: Terminating Employees

Documenting Events

Preparing for the Decision

Making the Decision

Communicating the Decision

Module Twelve: Wrapping Up

Words from the Wise

Review

Lessons Learned

Completion of Action Plans and Evaluations

Improving Mindfulness

Recommended Reading

Completion Of Action Plans And Evaluations

Improving Self-Awareness

Completion of Action Plans and Evaluations

In-Person Sales

In the age of online shopping and technology, in-person sales can easily be ignored. Do not overlook the importance of personal contact. You never know when or where you will meet your next customer, and it is important to make a good impression. Everyone who is interested in sales must be confident in the art of in-person sales.

With the In-Person Sales course, participants will discover the specifics of what it means to become an effective salesperson, and steps to success. Learn how to connect with customers and move them through the sales process.

Course Outline:

Make the Process Easy

Close with Exceptional Service

Thank and Reward

Case Study

Module Nine: Review Questions

Module Ten: Loyalty

Continuity Programs

Special Rewards

Handwritten Cards

Case Study

Module Ten: Review Questions

Module Eleven: Expand

Word of Mouth

Networking

Clubs

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Review

Lessons Learned

Completion of Action Plans and Evaluations

Increasing Your Happiness

Case Study

Module Ten: Review Questions

Module Eleven: Choose To Be Happy

Happiness Is a Choice

Choose Your Stress Response

Do One Thing Each Day That You Love and Enjoy

Seek To Make Positive Changes

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Internet Marketing Fundamentals

Marketing has changed dramatically over the last decade. Marketing is all about communicating, and the Internet has completely changed the way people communicate. The Internet is a marketer’s dream come true, especially with Social Media, as you have a low cost marketing tool that can reach a large audience.

Internet Marketing Fundamentals will provide participants with a great set of skills to market their business online. Content is the king of Internet marketing, and participants will need to know how to utilize great content. If you want your business to grow then participants need to understand Internet Marketing Fundamentals.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Interpersonal Skills

We’ve all met that dynamic, charismatic person who just has a way with others, and has a way of being remembered. Through this course identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name.

The Interpersonal Skills course will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. This course will also identify the skills needed to start a conversation, move a conversation along, and progress to higher levels of conversation.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Verbal Communication Skills

Listening and Hearing: They Aren’t the Same Thing

Asking Questions

Communicating with Power

Module Three: Non-Verbal Communication Skills

Body Language

The Signals You Send to Others

It’s Not What You Say, its How You Say It

Module Four: Making Small Talk and Moving Beyond

The Four Levels of Conversation

Module Five: Moving the Conversation Along

Asking for Examples

Using Repetition

Using Summary Questions

Asking for Clarity and Completeness

Module Six: Remembering Names

Creating a Powerful Introduction

Using Mnemonics

Uh-Oh - I’ve Forgotten Your Name

Module Seven: Influencing Skills

Seeing the Other Side

Building a Bridge

Giving In Without Giving Up

Module Eight: Bringing People to Your Side

A Dash of Emotion

Plenty of Facts

Bringing It All Together

Module Nine: Sharing Your Opinion

Using I-Messages

Disagreeing Constructively

Building Consensus

Module Ten: Negotiation Basics

Preparation

Opening

Bargaining

Closing

Module Eleven: Making an Impact

Creating a Powerful First Impression

Assessing a Situation

Being Zealous without Being Offensive

Module Twelve: Wrapping Up

Review

Job Search Skills

Searching for a job can be intimidating. How do you know what job you’re best suited for? How do you build a winning resume and cover letter? Where can you find job leads? How do you network without feeling nervous? What happens when you land an interview? And most importantly, where do you find help when you need it?

The Job Search Skills course will give you the answers to all these questions. After completing this program, you’ll be more than ready to start your search for your perfect job. Identifying the purpose for working and the assessment of skills can help determine the types of jobs you should apply for.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Ready, Set, Go!

Identifying Your Values and Purpose

Assessing Your Skills

Setting SMART Goals

Building a Resource System

A 30-Day Plan

Module Three: Building Your Resume

Basic Resume Formats

Chronological Style Resume

Combination Style Resume

Essential Information to Include

What is Networking?

Getting a Conversation Started

Creating an Effective Introduction

But I’m So Nervous!

What Not to Talk About

Wrapping Up and Moving On

Module Eight: Skills for Success

Being Organized

Becoming a Punctual Person

I Can Do This!

Important Etiquette Points

Module Nine: Where to Look?

The Obvious Places

The Hidden Job Market

About Cold Calling

The Power of Networking

Module Ten: Understanding the Interview

Types of Interviews

What to Expect

About Behavioral Questions

About Knowledge Questions

Module Eleven: Interview Skills

Dressing for Success

The Meaning of Colors

Interpreting Common Dress Codes

Deciding What to Wear

Answering Questions

Asking Questions

Following Up

Module Twelve: Wrapping Up

Review

Knowledge Management

The Encarta Dictionary defines knowledge management as the organization of intellectual resources and information systems within a business environment. Sounds pretty simple, right? Take a moment, though, and think about all the information that each person has in their brain. That’s a lot of knowledge!

The Knowledge Management course will give participants the tools that they will need to begin implementing knowledge management in your organization, no matter what the size of the company or the budget. Wherever there are humans working together for one goal, there is knowledge to be harvested, stored, and dispensed as needed.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Understanding Knowledge Management

What is Knowledge

What is Knowledge Management

A Brief History

Applications in the Workplace

Module Three: Dos and Don’ts

Data, Information, and Knowledge

The Tacit Mode

Module Four: The Knowledge Management Life Cycle

Understanding Episodes

Acquisition

Knowledge

Integration

Module Five: The New Knowledge Management Paradigm

Paradigms of the Past

The New Paradigm

Implications and Applications

The Knowledge Management Endgame

Module Six: Knowledge Management Models

The Nonaka and Takeuchi Model (SECI)

Wiig Model

Kakabadse Model

Boisot Model

Module Seven: Building a Knowledge Management Rationale

Why Rationale is Necessary

Building a Business Case

Finding Success Stories

The Commodization/Customization Model

Module Eight: Customizing Knowledge Management Definitions

Components of a Knowledge Management Definition

Customizing the Components

Creating a KMBOK

Module Nine: Implementing Knowledge Management in Your Organization

Gathering Support

Identifying Opportunities for Revenue Streams

Key Knowledge Management Techniques

A Map for Success

The No-Budget Scenario

Module Ten: Tips for Success

About the Chief Knowledge Officer

Knowledge Management Skill Checklist

The Knowledge Management Imperative

The Hype Curve

Barriers and Helpers to Success

Module Eleven: Advance Topics

The Knowledge Management Maturity Model

Absorptive Capacity

Rustiness

Process Model Types

Module Twelve: Wrapping Up

Review

Leadership and Influence

They say that leaders are born, not made. While it is true that some people are born leaders, some leaders are born in the midst of adversity. Often, simple people who have never had a leadership role will stand up and take the lead when a situation they care about requires it. A simple example is parenting. When a child arrives, many parents discover leadership abilities they never knew existed in order to guide and protect their offspring.

Once you learn the techniques of true Leadership and Influence, you will be able to build the confidence it takes to take the lead. The more experience you have acting as a genuine leader, the easier it will be for you. It is never easy to take the lead, as you will need to make decisions and face challenges, but it can become natural and rewarding.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: The Evolution of Leadership

Defining Leadership

Characteristics of a Leader

Leadership Principles

A Brief History of Leadership

Historical Leaders

Modern Leaders

The Great Man Theory

The Trait Theory

Transformational Leadership

Summary

Module Three: Situational Leadership

Situational Leadership: Telling

Situational Leadership: Selling

Situational Leadership: Participating

Situational Leadership: Delegating

Module Four: A Personal Inventory

An Introduction to Kouzes and Posner

Model the Way

Inspire a Shared Vision

Challenge the Process

Enable Others to Act

Encourage the Heart

A Personal Inventory

Creating an Action Plan

Set Leadership Goals

Address the Goals

Seek Inspiration

Choose a Role Model

Seek Experience

Create a Personal Mission Statement

Module Five: Modeling the Way

Determining Your Way

Being an Inspirational Role Model

Influencing Others Perspectives

Module Six: Inspiring a Shared Vision

Choosing Your Vision

Communicating Your Vision

Identifying the Benefit for Others

Module Seven: Challenging the Process

Developing Your Inner Innovator

Seeing Room for Improvement

Lobbying for Change

Module Eight: Enabling Others to Act

Encouraging Growth in Others

Creating Mutual Respect

The Importance of Trust

Module Nine: Encouraging the Heart

Sharing Rewards

Celebrating Accomplishments

Making Celebration Part of Your Culture

Module Ten: Basic Influencing Skills

The Art of Persuasion

The Principles of Influence

Creating an Impact

Module Eleven: Setting Goals

Setting SMART Goals

Creating a Long-Term Plan

Creating a Support System

Module Twelve: Wrapping Up

Review

Lean Process And Six Sigma

Six Sigma is a data-driven approach for eliminating defects and waste in any business process. You can compare Six Sigma with turning your water faucet and experiencing the flow of clean, clear water. Reliable systems are in place to purify, treat, and pressure the water through the faucet. That is what Six Sigma does to business: it treats the processes in business so that they deliver their intended result.

Our Lean Process and Six Sigma course will provide an introduction to this way of thinking that has changed so many corporations in the world. This course will give participants an overview of the Six Sigma methodology, and some of the tools required to deploy Six Sigma in their own organizations.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Understanding Lean

About Six Sigma

About Lean

History behind Lean

Toyota Production Systems

The Toyota Precepts

Module Three: Liker’s Toyota Way

Philosophy

Process

People and Partners

Problem Solving

Module Four: The TPS House

The Goals of TPS

The First Pillar: Just In Time (JIT)

The Second Pillar: Jidoka (Error-Free Production)

Kaizen (Continuous improvement)

The Foundation of the House

Module Five: The Five Principles of Lean Business

Value

Value Stream

Flow

Pull

Seek Perfection

Module Six: The First Improvement Concept (Value)

Basic Characteristics

Satisfiers

Delighters

Applying the Kano Model

Module Seven: The Second Improvement Concept (Waste)

Muda

Mura

Muri

The New Wastes

Module Eight: The Third Improvement Concept (Variation)

Common Cause

Special Cause

Tampering

Structural

Module Nine: The Fourth Improvement Concept (Complexity)

What is complexity?

What causes complexity?

How to Simplify?

Module Ten: The Fifth Improvement Concept (Continuous improvement)

The PDSA Cycle (Plan, Do, Study, Act)

The DMAIC Method

Module Eleven: The Improvement Toolkit

Gemba

Genchi Genbutsu

Womack’s Principle

Kaizen

A Roadmap for Implementation

Module Twelve: Wrapping Up

Review

Manager Management

With this course you will be able to provide the skills, guidance, and empowerment to your team of managers. They will then be better suited in leading and motivating their team and thus produce fantastic results. To be a successful manager means having a wide range of skills. Through this course you will be able to disperse your knowledge and experience throughout your leadership team.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Managing Workplace Anxiety

The workplace is one of the leading locations where people experience stress and anxiety. Every employee will encounter it sometime during their career. Everyone should be aware of the signs of anxiety and the tools needed to cope and deal with it.

The Managing Workplace Anxiety course will provide participants the important skills and resources to recognize and manage workplace anxiety. By identifying these symptoms and coping skills employees and managers will be better suited in dealing with these common situations. Through this course participants will be better suited to the challenges that the workplace can bring.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Managing Workplace Harassment

Oh, you may say, “not in my office,” or “not our team,” but workplace harassment is an increasing issue in organizations today. It can come in the form of a slap, a phrase, an email, or reassignment of duties.

Harassment is not okay and it is illegal. Harassment needs to be reported so that the company can handle the issue properly and remediate any future problems.

The Managing Workplace Harassment course provides guidance for an ever changing work environment. Participants will recognize the necessity for the whole organization to be on board with monitoring and reporting any issues. This course will also help in fostering a safer and more productive workplace.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Marketing Basics

Marketing is an essential element for every business. It can be that one missing piece of the puzzle, and when it fits the big picture is revealed. Participants will be given an introduction to marketing and its benefits. If you are not marketing, your business you will not grow, and if you do not grow you will not succeed.

Marketing Basics will provide the basic knowledge to participants. Marketing has changed a lot recently and having a new perspective will giveyou the needed information to assist marketing decisions. No matter what your product or service is, your business will benefit with a better understanding of marketing.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Media and Public Relations

In this course, participants will get the knowledge they need to effectively manage their image and value by forming solid networks through strategic communication planning. Effective networking is essential for day-to-day business or for those times when you are actively pursuing job opportunities. This course is designed to provide practical and hands-on tools that will give participants a skillset in dealing with the media and the public.

Media and Public Relations is the most successful method of communicating your value to those around you. Furthermore, good networking skills enable you to tap into those relationships you already have and increase the scope of your network. The larger the scope, the more people know you, the more opportunities to take advantage of.

Course Outline:

Module Eight: Media Relations

Overview

Television

Web Presence, Blogs & the Internet

Review

Meeting Management

This course is designed to give participants the basic tools you need to initiate and manage their meetings. They will learn planning and leading techniques that will give them the confidence to run a meeting that will engage the attendees and leave a positive and lasting impression. Through this course participants will learn the needed skills in planning and implementing a successful meeting.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Planning and Preparing (I)

Identifying the Participants

Choosing the Time and Place

Creating the Agenda

Module Three: Planning and Preparing (II)

Gathering Materials

Sending Invitations

Making Logistical Arrangements

Module Four: Setting up the Meeting Space

The Basic Essentials

The Extra Touches

Choosing a Physical Arrangement

Module Five: Electronic Options

Overview of Choices Available

Things to Consider

Making a Final Decision

Module Six: Meeting Roles and Responsibilities

The Chairperson

The Minute Taker

The Attendees

Variations for Large and Small Meetings

Module Seven: Chairing a Meeting (I)

Getting Off on the Right Foot

The Role of the Agenda

Using a Parking Lot

Module Eight: Chairing a Meeting (II)

Keeping the Meeting on Track

Dealing with Overtime

Holding Participants Accountable

Module Nine: Dealing with Disruptions

Running in and Out

Cell Phone and PDA’s Ringing

Off on a Tangent

Personality Conflict

Module Ten: Taking Minutes

What are Minutes?

What do I Record?

A Take-Home Template

Module Eleven: Making the Most of Your Meeting

The 50 Minute Meeting

Using Games

Giving Prizes

Stuffed Magic

Module Twelve: Wrapping Up

Review

Middle Manager

Traditionally, middle managers make up the largest managerial layer in an organization. The Middle Manager is responsible to those above them and those below them. They head a variety of departments and projects. In order for a company to operate smoothly, it is essential that those in middle management be committed to the goals of the organization and understands how to effectively execute these goals.

It is crucial for businesses to focus on these essential managers and provide them with the opportunities to succeed. No matter the organization’s structure or size, it will benefit from employing well- trained middle managers. Having a middle manager understand their role in the organization is very important. They are in communication with a very large percentage of the company, and will have a large impact throughout the organization.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Introduction to Management

What is Management?

What Do Mangers Do?

What Does It Take to Be a Manager?

Why Does Management Matter?

Module Three: Ethics and Social Responsibility

What is Ethical Workplace Behavior?

What is Unethical Workplace Behavior?

How to Make Ethical Decisions

What is Social Responsibility?

Module Four: Managing Information

Why Information Matters

Strategic Importance of Information

Characteristics and Costs of Useful Information

Getting and Sharing Information

Module Five: Decision-Making

What is Rational Decision-Making?

Steps to Rational Decision-Making

Limits to Rational Decision-Making

Improving Decision-Making

Module Six: Control Basics of Control

The Control Process

Is Control Necessary or Possible?

How and What to Control

Control Methods

Module Seven: Organizational Strategy

Basics of Organizational Strategy

Sustainable Competitive Advantage

Strategy-Making Process

Corporate, Industry, Firm Level Strategies

Module Eight: Innovation and Change

Organizational Innovation

Why Innovation Matters

Managing Innovation

Organizational Change

Why Change Occurs and Why it Matters

Managing Change

Module Nine: Organizational Structures and Process

Departmentalization

Organizational Authority

Job Design

Designing Organizational Process

Module Ten: Managing Teams

The Good and the Bad of Using Teams

Kinds of Teams

Work Team Characteristics

Enhancing Work Team Effectiveness

Module Eleven: Motivation and Leadership

Basics of Motivation

Equity Theory

Expectancy Theory

What is Leadership?

Situational Leadership

Strategic Leadership

Module Twelve: Wrapping Up

Review

Millennial Onboarding

Onboarding new employees is a secure investment that will assist newly hired employees in developing their skills, knowledge, and value within the company. It will help match the technically skilled Millennial workforce with new and emerging needs of your company, which gives your company an advantage within the market.

Millennial Onboarding is a specialized type of employee onboarding. With Millennials we are seeing a need to tweak the onboarding process to better suit the needs of the company and new hires. It will increase productivity and produce a happier and more skilled workforce. The new hire phase is a critical time for the employee and company and having a structured set of procedures will make this time run smoother and produce a greater chance of success.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Purpose of Onboarding

Start-Up Costs

Employee Anxiety

Employee Turnover

Realistic Expectations

Case Study

Module Two: Review Questions

Module Three: Introduction

Why Onboarding?

Importance of Onboarding

Making Employees Feel Welcome

First Day Checklist

Case Study

Module Three: Review Questions

Module Four: Millennia’s And Onboarding

Who Are Millennials?

How Do Millennials Differ From Other Employees?

Investiture Socialization – Let Them Be Themselves

Informal Rather Than Formal Onboarding Processes

Case Study

Module Four: Review Questions

Module Five: Onboarding Checklist

Pre-Arrival

Millennials Thrive on Feedback

Characteristics of Good Feedback

Informal Feedback

Formal Feedback

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Motivating Your Sales Team

Everyone can always use some inspiration and motivation. This course will help participants target the unique ways each team member is motivated. Finding the right incentive for each member of your sales team is important as motivation works best when it is developed internally. Harness this through better communication, mentoring, and developing the right incentives.

Motivating Your Sales Team focuses on helping participants create the right motivating environment that will shape and develop their sales team with right attitude and healthy competition. Instilling that unique seed which grows the motivation in your team will ensure an increase in performance and productivity. Have the best sales team you can have through better motivation.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Negotiation Skills

Although people often think of boardrooms, suits, and million dollar deals when they hear the word negotiation, the truth is that we negotiate all the time. Through this course, participants will be able to understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Understanding Negotiation

The Three Phases

Skills for Successful Negotiating

Module Three: Getting Prepared

Establishing Your WATNA and BATNA

Identifying Your WAP

Identifying Your ZOPA

Personal Preparation

Module Four: Laying the Groundwork

Setting the Time and Place

Establishing Common Ground

Creating a Negotiation Framework

The Negotiation Process

Module Five: Phase One; Exchanging Information

Getting off on the Right Foot

What to Share

What to Keep to Yourself

Module Six: Phase Two; Bargaining

What to Expect

Techniques to Try

How to Break an Impasse

Module Seven: About Mutual Gain

Three Ways to See Your Options

About Mutual Gain

What Do I Want?

What Do They Want?

What Do We Want?

Module Eight: Phase Three; Closing

Reaching Consensus

Building an Agreement

Setting the Terms of the Agreement

Module Nine: Dealing with Difficult Issues

Being Prepared for Environmental Tactics

Dealing with Personal Attacks

Controlling Your Emotions

Deciding When It’s Time to Walk Away

Module Ten: Negotiating Outside the Boardroom

Adapting the Process for Smaller Negotiations

Negotiating via Telephone

Negotiating via Email

Module Eleven: Negotiating on Behalf of Someone Else

Choosing the Negotiating Team

Covering All the Bases

Dealing with Tough Questions

Module Twelve: Wrapping Up

Review

Networking Outside the Company

Networking – according to Merriam Webster is “the exchange of information or services among individuals, groups, or institutions; specifically: the cultivation of productive relationships for employment or business”. These and other events can become more easily managed with this course.

With the Networking (Outside the Company) course, participants will begin to see how important it is to develop a core set of networking skills. By managing and looking at the way people interact and seeing things in a new light, participants will improve on almost every aspect of their networking strategy.

Course Outline:

Module Seven: Review Questions

Module Eight: Develop Interpersonal Relationships

Be Specific

Keep your Word

Maintain Boundaries

Invest Time

Case Study

Module Eight: Review Questions

Module Nine: Common Networking Mistakes

Taking Before Giving

Assumptions

Reaching too High

Assuming Tools Create Connections

Case Study

Module Nine: Review Questions

Module Ten: Time Management

Prioritize Contacts

Create Group Activities

Connect Online

Schedule Your Network Activities

Case Study

Module Ten: Review Questions

Module Eleven: Manage Personal and Professional Network

Be Responsive

Give Back

Separate Personal and Business Activities

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Networking within the Company

Networking is one of the most basic and essential skills employees should develop. Having great networking skills within an organization is sometimes overlooked. Having a viable networking and communication skill set will benefit any organization and will lead to increased productivity and performance.

Networking within the Company is about creating and maintaining better relationships. Participants will develop skills to avoid obstacles, increase communication, and build relationships that last over time. Employees who understand and embrace the aspects of networking in the workplace will grow your business and create a more engaging environment.

Course Outline:

Module Nine: Review Questions

Module Ten: Time Management

Prioritize Contacts

Create Group Activities

Connect Online

Schedule Your Network Activities

Case Study

Module Ten: Review Questions

Module Eleven: Maintaining Relationships over Time

Contact Networks Regularly

Be Honest

Give Personal Attention

Limit Networks to a Manageable Size

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Office Health and Safety

The productivity of a company begins with the health of its employees. While it is not always possible to eliminate sickness, with the proper tools, reducing the illness and its effects can be within your reach. With this course, you will obtain what it takes to keep yourself and co-workers healthy.

In the Office Health and Safety course, participants will learn the core skills that will help them identify common illnesses, understand how they spread, recognize symptoms, apply treatment and prevention techniques and establish an emergency response plan.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Office Politics for Managers

You have likely experienced some form of Office Politics. Working with different personalities, opinions, backgrounds, and values is a challenge in any environment. It is an inevitable fact that when people are working together personalities can and will clash. No one is an island, so working together as a team is incredibly important for the organization and every employee.

Office Politics is about creating and maintaining better relationships. It is about communicating and working with your peers and colleagues in a way that is mutually beneficial. Employees who understand the positive aspects of Office Politics are better team members and end up being more successful and productive.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Organizational Skills

Developing good Organizational Skills is an investment that will provide benefits for years. To be successful means to be organized. These skills will filter through all aspects of participants' professional and personal lives. Throughout this course participants will be given the tools necessary to develop better Organizational Skills.

Through Organizational Skills participants will encounter improved productivity, better management, and an overall increase in professional growth. Every day people waste numerous amounts of time looking for items. So stop looking for those important items, and start knowing where they are by getting organized.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Overcoming Sales Objections

Experiencing a sales objection can be a disheartening event. Through this course participants will learn how to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.

Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients. Objections will always occur no matter the item being sold or presented.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Three Main Factors

Skepticism

Misunderstanding

Stalling

Module Two: Review Questions

Understand the Problem

Render It Unobjectionable

Case Study

Module Six: Review Questions

Module Seven: Deflating Objections

Bring up Common Objections First

The Inner Workings of Objections

Case Study

Module Seven: Review Questions

Module Eight: Unvoiced Objections

How to Dig up the Real Reason

Bringing Their Objections to Light

Case Study

Module Eight: Review Questions

Module Nine: The Five Steps

Expect Them

Welcome Them

Affirm Them

Complete Answers

Compensating Benefits

Module Nine: Review Questions

Module Ten: Dos and Don’ts

Dos

Don’ts

Module Ten: Review Questions

Module Eleven: Sealing the Deal

Understanding When It’s Time to Close

Powerful Closing Techniques

The Power of Reassurance

Things to Remember

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Performance Management

Performance Management is making sure the employee and the organization are focused on the same priorities. It touches on the organization itself by improving production and reducing waste. It helps the employee or individual set and meet their goals and improves the employee-manager relationship.

When changes occur Performance Management helps the transition to be smoother and less hectic. It helps the organization and employee have a stream-lined relationship which improves communication and interactions between the two. It helps close any gaps that exist in an employee’s skill-set and make them a more valuable employee through feedback and coaching.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: The Basics (I)

What is Performance Management?

How Does Performance Management Work?

Tools

Case Study

Review Questions

Module Three: The Basics (II)

Three Phase Process

Assessments

Performance Reviews

Case Study

Review Questions

Module Four: Goal Setting

SMART Goal Setting

Specific Goals

Measurable Goals

Attainable Goals

Realistic Goals

Timely Goals

Monitoring Results

Case Study

Review Questions

Module Five: Establishing Performance Goals

Strategic Planning

Job Analysis

Setting Goals

Motivation

Case Study

Review Questions

Module Six: 360 Degree Feedback

What is 360 degree Feedback?

Versus Traditional Performance Review

The Components

Case Study

Review Questions

Goals

Desired Results

Prioritization

Measure

Evaluation

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Personal Branding

Personal Branding is identifying your assets, characteristics, strengths, and skills as an individual. Understanding Personal Branding will provide advantages in your personal and professional life. Branding is a mix of how you present yourself and how others see you. It is important to be aware of how you are viewed.

With the Personal Branding course participants will be able to share their vision and passions with others in your company. Utilize this knowledge through Social Media to define and influence how others see you. You are your brand so protect it. Live it.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Defining Yourself (I)

If You Don’t, They Will

Brand Mantra

Be Real

SWOT Analysis

Case Study

Module Two: Review Questions

Module Three: Defining Yourself (II)

Pillars

Passions

Define Your Strengths

The Three C’s

Case Study

Module Three: Review Questions

Module Four: Controlling and Developing Your Image

Clear and Defined

Consistent Image

It Takes a Commitment

Live It Every Day

Case Study

Module Four: Review Questions

Identify Your Unique Values

Be Bold

Think Outside the Box

Fail. Learn. Repeat

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Personal Productivity

Most people find that they wish they had more time in a day. This course will show participants how to organize their lives and find those hidden moments. Participants will learn how to establish routines, set goals, create an efficient environment, and use time- honored planning and organizational tools to maximize their personal productivity.

Personal Productivity is a goal most of us have. Through this course, participants will be on the right track in achieving that goal. Some people blame everything that goes wrong in their life on something or someone else, but through this course participants will take ownership and begin to lead a more productive life.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Setting SMART Goals

The Three P’s

The SMART Way

Prioritizing Your Goals

Evaluating and Adapting

Module Three: The Power of Routines

What is a Routine?

Personal Routines

Professional Routines

Six Easy Ways to Simplify Your Life

Module Four: Scheduling Yourself

The Simple Secret of Successful Time Management

Developing a Tracking System

Scheduling Appointments

Scheduling Tasks

Module Five: Keeping Yourself on Top of Tasks

The One-Minute Rule

The Five-Minute Rule

What To Do When You Feel like You’re Sinking

Module Six: Tackling New Tasks and Projects

The Sliding Scale

A Checklist for Getting Started

Evaluating and Adapting

Module Seven: Using Project Management Techniques

The Triple Constraint

Creating the Schedule

Using a RACI Chart

Module Eight: Creating a Workspace

Setting Up the Physical Layout

Ergonomics 101

Using Your Computer Efficiently

Module Nine: Organizing Files and Folders

Organizing Paper Files

Organizing Electronic Files

Scheduling Archive and Clean-Up

Module Ten: Managing E-Mail

Using E-mail Time Wisely

Taking Action!

Making the Most of Your E-mail Program

Taking Time Back from Handheld Devices

Module Eleven: Tackling Procrastination

Why We Procrastinate

Nine Ways to Overcome Procrastination

Eat That Frog!

Module Twelve: Wrapping Up

Review

Presentation Skills

Many studies have found that public speaking is the number one fear amongst most people, outranking flying, snakes, insects, and even death. Ironically, it is also one of the skills that can make or break a person’s career. Your participants will be provided a strong set of skills that will complement their current presentation skill set.

The Presentation Skills course will give participants some presentation skills that will make speaking in public less terrifying and more enjoyable.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Creating the Program

Performing a Needs Analysis

Writing the Basic Outline

Researching, Writing, and Editing

Module Three: Choosing Your Delivery Methods

Basic Methods

Advanced Methods

Basic Criteria to Consider

Module Four: Verbal Communication Skills

Listening and Hearing: They Aren’t the Same Thing

Asking Questions

Communicating with Power

Module Five: Non-Verbal Communication Skills

Body Language

It’s Not What You Say, It’s How You Say It

Module Six: Overcoming Nervousness

Preparing Mentally

Physical Relaxation Techniques

Module Seven: Creating Fantastic Flip Charts

Required Tools

The Advantages of Pre-Writing

Using Colors Appropriately

Creating a Plan B

Module Eight: Creating Compelling PowerPoint Presentations

Required Tools

Tips and Tricks

Creating a Plan B

Module Nine: Wow ‘Em with the Whiteboard

Traditional and Electronic Whiteboards

Required Tools

Using Colors Appropriately

Creating a Plan B

Module Ten: Vibrant Videos and Amazing Audio

Required Tools

Tips and Tricks

Creating a Plan B

Module Eleven: Pumping it Up a Notch

Make Them Laugh a Little

Encouraging Discussion

Dealing with Questions

Module Twelve: Wrapping Up

Review

Project Management

In the past few decades, organizations have discovered something incredible: the principles that have been used to create enormous successes in large projects can be applied to projects of any size to create amazing success. As a result, many employees are expected to understand project management techniques and how to apply them to projects of any size.

The Project Management course will give participants an overview of the entire project management process, as well as key project management tools that they can use every day. Working with project planning documents, such as needs assessments, risk management plan, and a communication plan will provide benefits throughout your organization.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Key Concepts (I)

What is a Project?

What is Project Management?

What is a Project Manager?

Module Three: Key Concepts (II)

About the Project Management Institute (PMI)

About the Project Management Body Of Knowledge (PMBOK)

The Five Process Groups

The Nine Knowledge Areas

The Triple Constraint

Module Four: Initiation (I)

Identifying Your Stakeholders

Assessing Needs and Wants

Setting a SMART Project Goal

Creating Requirements and Deliverables

Module Five: Initiation (II)

Creating a Statement of Work

Completing the Project Planning Worksheet

Completing the Project Charter

Module Six: Planning (I)

Managing Expectations

Creating a Task List

Estimating Time

Estimating Resources

Estimating Costs

Module Seven: Planning (II)

Building the Work Breakdown Structure

Creating the Schedule

Creating a Risk Management Plan

Creating a Communication Plan

Module Eight: Planning Tools

The Gantt Chart

The Network Diagram

Using a RACI Chart

Going the Extra Mile: Microsoft Project

Module Nine: Executing the Project

Establishing Baselines

Monitoring Project Progress

Triple Constraint Reduction Methods

Module Ten: Maintaining and Controlling the Project

Making the Most of Status Updates

Managing Change

Monitoring Risks

Module Eleven: Closing Out

Preparing for Closeout

Celebrating Successes

Learning from Project Challenges

Scope Verification

A Final To-Do List

Module Twelve: Wrapping Up

Review

Proposal Writing

A good proposal doesn’t just outline what product or service you would like to create or deliver. It does so in such a way that the reader feels it is the only logical choice. Your participants will explore the proposal writing process including the most common types of proposals.

The Proposal Writing course will take participants through each step of the proposal writing process, from understanding why they are writing a proposal; to gathering information; to writing and proofreading; through to creating the final, professional product.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Understanding Proposals

What is a Proposal?

The Proposal Writing Process

Types of Proposals

About Requests for Proposals

Module Three: Beginning the Proposal Writing Process

Identifying Your Purpose and Your Audience

Performing a Needs Analysis

Writing the Goal Statement

Module Four: Preparing an Outline

A General Format

Special Sections

Creating a Framework

Getting Down to Details

Module Five: Finding Facts

Identifying Resources

Using the Internet as a Resource

Organizing Your Information

Module Six: Writing Skills (I)

Spelling and Grammar

Working with Words

Constructing Sentences

Persuasive Writing

Mastering Voice

Module Seven: Writing Skills (II)

Creating Paragraphs

Creating Strong Transitions

Building to Conclusions

Module Eight: Writing the Proposal

Educating the Evaluator

Ghosting the Competition

Using Illustrations

Module Nine: Checking for Readability

Checking for Clarity

Reading for Your Audience

Using the Readability Index

Module Ten: Proofreading and Editing

Proofreading Like a Pro

Editing Techniques

Checking the Facts

The Power of Peer Review

Module Eleven: Adding the Final Touches

Our Top Typesetting Tips

Achieving a Professional Look and Feel

Creating the Final Package

Module Twelve: Wrapping Up

Review

Prospecting and Lead Generation

Prospecting and lead generation is the method of making links which may lead to a sale or other promising result. The leads may come from various sources or undertakings, for example, via the Internet, through personal referrals, through telephone calls either by telemarketers, through advertisements, events, and purchase of lists of potential clients. These and other events can become more easily managed with this great course.

With the Prospecting and Lead Generation course, participants will begin to see how important it is to develop a core set of sales skills. By managing and looking at the way people interact and seeing things in a new light, participants will improve on almost every aspect of their sales strategy.

Course Outline:

Module Eight: Review Questions

Module Nine: Follow up Communication

Know Your Leads

Move Quickly

Know How to Respond

Set Future Meetings

Case Study

Module Nine: Review Questions

Module Ten: Track Activity

Use the Appropriate Tools

Assess Your Advertising Sources

Record Information about Leads

Assess ROI

Case Study

Module Ten: Review Questions

Module Eleven: Create Customers

Develop Relationships

Show Genuine Interest

Be Professional

Show Reliability and Integrity

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Public Speaking

Forget small spaces, darkness, and spiders, standing up in front of a crowd and talking is far more terrifying for most people. Through this course participants will become more confident and relaxed in front of an audience which will translate into a successful speaking event.

However, mastering this fear and getting comfortable speaking in public can be a great ego booster, not to mention a huge benefit to your career. The Public Speaking course will give participants some basic public speaking skills, including in-depth information on developing an engaging program and delivering their presentation with power.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Identifying Your Audience

Performing a Needs Analysis

Creating an Audience Profile

Identifying Key Questions and Concerns

Module Three: Creating a Basic Outline

Outlining the Situation

Identifying the Task That Had to Be Performed

Listing the Actions You Took

Revealing the Results

Module Four: Organizing the Program

Making Organization Easy

Organizational Methods

Classifying and Categorizing

Module Five: Fleshing It Out

Identifying Appropriate Sources

Establishing Credibility

The Importance of Citations

Module Six: Putting It All Together

Writing Your Presentation

Adding a Plan B

Reviewing, Editing, and Rewriting

Module Seven: Being Prepared

Checking Out the Venue

Gathering Materials

A 24 Hour Checklist

Module Eight: Overcoming Nervousness

A Visit from the Boss

Preparing Mentally

Physical Relaxation Techniques

Appearing Confident in Front of the Crowd (Even If You Don’t Feel That Way)

Module Nine: Delivering Your Speech (I)

Starting Off on the Right Foot

Using Visual Aids

Checking the Volume of Your Voice

Module Ten: Delivering Your Speech (II)

Adjusting on the Fly

Gauging Whether Breaks Are Required

Wrapping Up and Winding Down

Module Eleven: Questions and Answers

Ground Rules

Answering Questions That Sound like an Attack

Dealing with Complex Questions

Module Twelve: Wrapping Up

Review

Respect in the Workplace

A respectful work environment is essential to the overall success of your team, as well as a contribution to a stronger work reputation. Evidently, when we learn to accept the differences between the values and perspectives of those around us, we can continue to grow as a team with this shared knowledge. The concept of respect is often taught at a young age, however, it is just as important to remind adults to model respective behaviors. Remember, it is the responsibility of all team members to be respectful to one another, and address conflict in a positive manner in order to accomplish a healthy, safe work environment.

The Respect in the Workplace course will give you the tools and conversation to help empower your team to recognize behaviors that influence the performance done within the workplace. A respectful workplace is one in which integrity and professionalism are displayed, and the skills to communicate and recognize one another are practiced.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: What is Respect

Defining Respect

Self-Respect

Owed Respect vs Earned Respect

Measuring Respect

Respect for the Workplace

Case Study

Module Two: Review Questions

Module Three: The Respectful Employee

Common Characteristics

The Importance of Mutual Respect

Earning Respect

Enhancing Professionalism

Being Liked vs Being Respected

Case Study

Module Three: Review Questions

Module Four: Disrespectful Behavior

Why these Behaviors Arise

Discrimination

Bullying

Harassment

What is Not Harassment

Case Study

Module Four: Review Questions

Module Five: Managing Emotions

Meaning Of Emotions

Negative Emotions at Work

Choosing Your Reactions

Absorbing Other Peoples Emotions

The Positive Outcome

Case Study

Module Five: Review Questions

Module Six: Respectful Communication Approaches

Self-Awareness

Active Listening

Nonverbal Communication

Verbal Communication

Constructive Disagreement

Case Study

Module Six: Review Questions

Module Seven: The Inclusive Mindset

The Inclusive Leader

Diversity vs Inclusion

Types of Workplace Diversity

Creating an Inclusive Workplace

The Power of Words

Case Study

Module Seven: Review Questions

Module Eight: Employee Recognition

Recognition and Respect

The Halo Effect

Giving Recognition

The Communication Component

Improving Employee Recognition

Case Study

Module Eight: Review Questions

Module Nine: The R's of Respect

Recognition

Responding

Reporting

Roles and Responsibilities

Rising Above

Case Study

Module Nine: Review Questions

Module Ten: Building a Respectful Workplace

It Starts With You

Team Contribution

Respecting Space and Boundaries

Workplace Ethics

Policies on Respect

Case Study

Module Ten: Review Questions

Module Eleven: Benefits to the Business

Productivity and Knowledge

Employee Engagement

Job Satisfaction

Stress Reduction

The Welcoming Environment

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Risk Assessment and Management

It is not possible to control or manage 100% of risk, but knowing what to do before, during, and after an event will mitigate the damage and harm. Identifying potential hazards and risks and making it part of the day to day business is important.

Safety should be the first priority as every business must face the reality of risks and hazards. Through our Risk Assessment and Management course participants will be aware of hazards and risk they didn’t realize were around their workplace. Identifying hazards through proper procedures will provide participants the ability to prevent that accident before it occurs. Limiting and removing potential dangers through Risk Assessment will be an incredible investment.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Safety in the Workplace

Workplace safety is the responsibility of everyone in an organization. Companies have legal obligations to meet certain safety requirements, but many go further than the minimum obligations.

Safety standards and procedures must be in place, and everyone needs to follow the standards in order for them to be effective. The Safety in the Workplace course will be instrumental in reviewing common hazards, safety techniques and after completion; participants will have the tools to help them create a Safety policy for their work place. By identifying and anticipating hazards, employers can prevent injuries and keep employees safe.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: An Overview

Work Safety and Health Legislations

Roles & Duties

Safety Planning

Module Three: Types of Hazards

Computer Workstations

Ergonomics

Fire Prevention

Fitness & Wellness

Heat Stress

Stress

Violence

Module Four: Managers Role

Promoting & Enforcing Safety Standards

Element of a Health and Safety Program

Responsibilities

Corporate Culture

Module Five: Training

Reasons for Training

Definition

Orientation

On the Job Training

Safety Meetings

Planning and Conducting a Training Session

Module Six: Stress Management

Altering

Avoiding

Accepting

Relaxation Techniques

Using Routines to Reduce Stress

Module Seven: Workplace Violence

What is Workplace Violence?

Identifying

Addressing

Implementing a Workplace Harassment Policy

Module Eight: Identifying Your Company Hazards

Conducting an Inspection

Prioritizing Deficiencies

Report & Following Up

Module Nine: Drug & Alcohol Abuse

For Employees

For Managers or Supervisors

When to Address

Implementing a "No Tolerance" Rule

Module Ten: Writing the Safety Plan

Management Involvement

Responsibility

Employee Involvement

Follow Through with Accident Investigations

Training of Employees

Module Eleven: Implement the Plan

Selecting an Employee Representative

Identifying Roles

Assigning Responsibility

Follow Through

Module Twelve: Wrapping Up

Words from the Wise

Review

Sales Fundamentals

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money.

The Sales Fundamentals course will give participants a basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale. Become more confident, handle objections, and learning how to be a great closer.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Understanding the Talk

Types of Sales

Common Sales Approaches

Glossary of Common Terms

Module Three: Getting Prepared to Make the Call

Identifying Your Contact Person

Performing a Needs Analysis

Creating Potential Solutions

Module Four: Creative Openings

A Basic Opening for Warm Calls

Warming up Cold Calls

Using the Referral Opening

Module Five: Making Your Pitch

Features and Benefits

Outlining Your Unique Selling Position

The Burning Question That Every Customer Wants Answered

Module Six: Handling Objections

Common Types of Objections

Basic Strategies

Advanced Strategies

Module Seven: Sealing the Deal

Understanding When It’s Time to Close

Powerful Closing Techniques

Things to Remember

Module Eight: Following Up

Thank You Notes

Resolving Customer Service Issues

Staying in Touch

Module Nine: Setting Goals

The Importance of Sales Goals

Setting SMART Goals

Module Ten: Managing Your Data

Choosing a System That Works for You

Using Computerized Systems

Using Manual Systems

Module Eleven: Using a Prospect Board

The Layout of a Prospect Board

How to Use Your Prospect Board

A Day in the Life of Your Board

Module Twelve: Wrapping Up

Review

Self-Leadership

As we grow, we learn to become leaders. Being a leader is natural for some, and learned for others. No matter how we have become a leader, it is important to remember we must lead ourselves before we lead others. Take the time to motivate yourself and realize that you can do it.

With the Self-Leadership course, participants will discover the specifics of how to be a better leader for themselves and for others. Your participants will be able to guide themselves in positives ways, which equals success!

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Sensitivity Training

Sensitivity training is crucial in creating a workplace that is inclusive, and a safe place for all to work. This course will look at interactions within a group, but will be more focused towards individual’s behaviors and emotions.

With the Sensitivity Training course you will introduce topics to promote sensitivity, as well as the benefits that come along with it. It will also describe the steps that should be taken when it is determined that employees are not in compliance with the business’ policy. This will then help to foster positive relationships between co-workers, and in turn benefit the whole organization.

Course Outline:

Case Study

Review Questions

Module Twelve: Wrapping Up

Review

Servant Leadership

Servant leadership can seem like a contradicting term, but it is becoming a very popular tool in many businesses. Servant leadership is a philosophy that involves focusing on others, on their success, and in turn to build better relationships that benefit both manager and employee. Servant leadership shows that managers can be great leaders while boosting their employee’s confidence and further their success at the same time.

With the Servant Leadership course, participants will focus on the growth and development of their employees and ensuring their success. In doing so, the leader succeeds when their employees do. With a business team, servant leadership can not only help employees achieve and grow, but it can also benefit their leaders and the company as a whole.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Social Intelligence

Social Intelligence is about understanding your environment and having a positive influence. Create positive connections and increase your influence during social situations.

Improve your “people skills.”

Improving social skills through active listening, understanding body language, and being more empathic will give participants the advantage in their interactions. Social interactions are a two way street, know the rules of the road!

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Social Media in the Workplace

We are being flooded with Social Media invitations and updates. Web-based communication icons like Twitter, Facebook, YouTube, and LinkedIn are dominating the way we interact with each other. People are feeling the need to be updated at all times. It has become a time eater, and businesses are quickly becoming aware of the drain it can have on productivity. People love to share, but they need to know what is okay to share and what should not be sent out.

Understanding Social Media is about communicating the right way. We are beginning to communicate more through electronic means than face to face. Talking on a phone has been replaced more and more with SMS (texting.) Social media channels are becoming the main form of communication Participants will realize how Social media and the Workplace can work together.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Social Media Marketing

Social media is a staple of modern life. It is so enmeshed in the way we communicate that companies have little choice but to engage social media as part of their marketing strategy. Before implementing any social media strategies, you should take the time to understand the benefits as well as the risks.

With the Social Media Marketing course, participants will discover the specifics of how to effectively use social media marketing. By utilizing different social media platforms to reach current and potential customers, your marketing will only see success.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Stress Management

Positive and negative stress is a constant influence on all of our lives. The trick is to maximize the positive stress and to minimize the negative stress. Course articipants will be shown how stress can be positive and negative, and we’ll look at the Triple A approach that will form the basis of this course.

The Stress Management course will give participants a three-option method for addressing any stressful situation, as well as a toolbox of personal skills, including using routines, relaxation techniques, and a stress log system. They will also understand what lifestyle elements they can change to reduce stress.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Understanding Stress

What is Stress?

What is Eustress?

Understanding the Triple “A” Approach

Module Three: Creating a Stress-Reducing Lifestyle

Eating Properly

Exercising Regularly

Sleeping Well

Module Four: Altering the Situation

The First “A”

Identifying Appropriate Situations

Creating Effective Actions

Module Five: Avoiding the Situation

The Second “A”

Identifying Appropriate Situations

Creating Effective Actions

Module Six: Accepting the Situation

The Third “A”

Identifying Appropriate Situations

Creating Effective Actions

Module Seven: Using Routines to Reduce Stress

Planning Meals

Organizing Chores

Using a To-Do List

Module Eight: Environmental Relaxation Techniques

Finding a Sanctuary

Using Music

Seeing the Humor

Module Nine: Physical Relaxation Techniques

Soothing Stretches

Deep Breathing

Tensing and Relaxing

Meditation

Module Ten: Coping with Major Events

Establishing a Support System

Creating a Plan

Knowing When to Seek Help

Module Eleven: Our Challenge to You

Creating a Stress Log

Week One: Recording Events

Week Two: Identifying Stressors and Creating a Plan

Week Three: Creating New Habits

Reviewing and Evaluating

Module Twelve: Wrapping Up

Review

Supervising Others

Supervising others can be a tough job. Between managing your own time and projects, helping your team members solve problems and complete tasks, and helping other supervisors, your day can fill up before you know it.

The Supervising Others course will help supervisors become more efficient and proficient, with information on delegating, managing time, setting goals and expectations (for themselves and others), providing feedback, resolving conflict, and administering discipline.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Setting Expectations

Defining the Requirements

Identifying Opportunities for Improvement and Growth

Setting Verbal Expectations

Putting Expectations in Writing

Module Three: Setting Goals

Understanding Cascading Goals

The SMART Way

Helping Others Set Goals

Module Four: Assigning Work

General Principles

The Dictatorial Approach

The Apple-Picking Approach

The Collaborative Approach

Module Five: Degrees of Delegation

Level One: Complete Supervision

Level Two: Partial Supervision

Level Three: Complete Independence

Module Six: Implementing Delegation

Deciding to Delegate

To Whom Should You Delegate?

Providing Instructions

Monitoring the Results

Troubleshooting Delegation

Module Seven: Providing Feedback

Characteristics of Good Feedback

Feedback Delivery Tools

Informal Feedback

Formal Feedback

Module Eight: Managing Your Time

The 80/20 Rule

Prioritizing with the Urgent-Important Matrix

Using a Productivity Journal

Using Routines and Rituals to Simplify Your Workday

Module Nine: Resolving Conflict

Using a Conflict Resolution Process

Maintaining Fairness

Seeking Help from Within the Team

Seeking Help from Outside the Team

Module Ten: Tips for Special Situations

What to Do If You’ve Been Promoted from within the Team

What to Do If You’re Leading a Brand New Team

What to Do if You’re Taking on an Established Team

Module Eleven: A Survival Guide for the New Supervisor

Ask the Right Questions of the Right People

Go to Gemba

Keep Learning!

Module Twelve: Wrapping Up

Review

Supply Chain Management

Supply Chain Management improves the coordination and relationship between Suppliers, Producers, and Customers. It must be kept at a high level of organization to be successful in today’s global economy. Goods and services are now pieced together from all over the world, and this process can be hectic and complicated if not managed correctly.

With Supply Chain Management your company and employees will be on target to lower costs, improving efficiency, and increase customer satisfaction. This course will provide your employees with the understanding of how Supply Chain Management can improve and help almost any type of business.

Course Outline:

Module One: Getting Started

Course Objectives

Strategic level

Tactical level

Operational Level

Bullwhip Effect

Case Study

Module Five: Review Questions

Module Six: Five Stages of Supply Chain Management

Plan

Review

Taking Initiative

Taking the initiative is a crucial step in moving forward in our professional and personal lives. By showing initiative, it reflects us in a positive light to others as well as builds our own self-esteem. If we want something to happen, we need to make it happen. That is what initiative is all about. Take opportunities and run with them. Do not let excuses cause you to miss out on amazing opportunities. See what you want, believe what you want, and make it happen.

With the Taking Initiative course, the class participants will learn what initiative is, how to take it on, the advantages of it, and when to know one's place. By enrolling in this class, participants will be taking the first step in making something positive happen for them! Now that is initiative!

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Talent Management

Every company wants to have the best and brightest employees, and with Talent Management that can be achieved. With a company’s workforce generally being its highest cost, does it not make sense to invest in it? With Talent Management you are developing a more skilled workforce, and attracting better and more skilled new hires.

We all know that training and retraining is expensive, and our Talent Management course will reduce these costs. Recruiting the correct people, and keeping a talented workforce is a priority. Having a talented group of employees has always been a key to success; it will translate into better performance and higher productivity. Talent Management is the investment that will pay dividends for years to come.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Defining Talent

What is Talent Management

Types of Talent

Skills and Knowledge Defined

Module Three: Understanding Talent Management

Guidelines

Importance & Benefits

Challenges

Key Elements to Developing a Winning Strategy

Module Four: Performance Management

Performance Management Defined

Benefits

How to Keep Your Employees Motivated

Case Study

Module Five: Talent Reviews

360 Degree Feedback

Talent Calibration

Maintaining an Effective Work Force

Looking to the Future

Module Six: Succession & Career Planning

What is Succession Planning?

Developing a Plan

Executing the Plan

Overcoming Roadblocks

Case Study

Module Seven: Engagement

Employee Engagement

Generating Engagement

Influences

Case Study

Module Eight: Competency Assessments

Competency Assessment Defined

Implementation

Final Destination

Case Study

Module Nine: Coaching, Training & Development

Setting Goals

Developing Options

Providing Feedback

Wrapping Up

Module Ten: Do’s and Don’ts

Do’s & Don’ts

Tips for Talent Management

Case Study

Module Eleven: Employee Retention

Goals and Motivation

The Expectancy Theory

Object Oriented Theory

Case Study

Module Twelve: Wrapping Up

Review

Team Building for Managers

Teamwork is a part of everyday business life. Whether it’s virtual, in the office, or on the road, we are often expected to be a functional part of a team. Having a strong team benefits every organization and will lead to more successes than not. Teamwork is how participants will elevate that event or project from just OK to great!

Through our Team Building for Managers course participants will be encouraged to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. You will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member. Activities that build camaraderie, develop problem solving skills, and stimulate interaction will give participants what is needed to be a great team member.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Team Building Through Chemistry

Teams are unavoidable in any business. The key to successful team building is addressing the importance of chemistry. By staying aware of the chemistry as you build the group, you will increase the chance of avoiding pitfalls and developing a sense of unity.

With the Team Building Through Chemistry course, participants will discover the specifics of how building a team through chemistry will lead to success. It is not enough to have a group of people just work on a project. They need to connect and utilize each other’s strength through team chemistry.

Course Outline:

Task Orientation

Monitor Performance

Feedback

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Teamwork and Team Building

For most of us, teamwork is a part of everyday life. Whether it’s at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organization and will lead to more successes than not.

The Teamwork and Team Building course will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer.Participants will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member.

Course Outline:

Module One: Getting Started

Course Objectives

Review

Telephone Etiquette

Phone etiquette is a highly valuable tool to have in an employee’s skill-set, and our Telephone Etiquette course will help provide those skills. This course will help participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers.

Through our Telephone Etiquette course your

participants will learn the skills to increase productivity and improve performance. This will produce a positive environment throughout your business and influence the organization as a whole. Recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers makes this course a great investment.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Telework and Telecommuting

Working in a home office requires a unique set of skills. Teleworkers or virtual employees have additional challenges created by not being in a centralized office. Communication issues alone make it a challenging job, and recognizing these challenges will help participants become great teleworkers.

Through Telework and Telecommuting your employees will see a great improvement in their performance and well-being. Being a teleworker does have the advantages of flexible schedules, no commute, and saving the company money. Participants will establish the additional skills needed to be successful in their work from home environment.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Time Management

Personal time management skills are essential for professional success in any workplace. Those able to successfully implement time management strategies are able to control their workload rather than spend each day in a frenzy of activity reacting to crisis after crisis - stress declines and personal productivity soars! These highly effective individuals are able to focus on the tasks with the greatest impact to them and their organization.

The Time Management course will cover strategies to help participants learn these crucial strategies. Topics covered: personal motivation, delegation skills, organization tools, and crisis management. We’ll cover all this and more during this course.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Goal Setting

The Three P’s

S.M.A.R.T. Goals

Prioritizing Your Goals

Visualization

Module Three: Prioritizing Your Time

The 80/20 Rule

The Urgent Versus Important Matrix

Assertiveness

Module Four: Planning Wisely

Creating Your Productivity Journal

Maximizing the Power of Your Productivity Journal

The Glass Jar: Rocks, Pebbles, Sand, and Water

Chunk, Block, and Tackle

Ready, Fire, Aim!

Module Five: Tackling Procrastination

Why We Procrastinate

Nine Ways to Overcome Procrastination

Eat That Frog!

Module Six: Crisis Management

When the Storm Hits

Creating a Plan

Executing the Plan

Lessons Learned

Module Seven: Organizing Your Workspace

De-Clutter

Managing Workflow

Dealing with E-mail

Using Calendars

Module Eight: Delegating Made Easy

When to Delegate

To Whom Should You Delegate?

How Should You Delegate

Keeping Control

The Importance of Full Acceptance

Module Nine: Setting a Ritual

What is a Ritual?

Ritualizing Sleep, Meals, Exercise

Examples of Rituals

Using Rituals to Maximize Time

Module Ten: Meeting Management

Deciding if a Meeting is Necessary

Using the PAT Approach

Building the Agenda

Keeping Things on Track

Making Sure the Meeting Was Worthwhile

Module Eleven: Alternatives to Meetings

Instant Messaging and Chat Rooms

Teleconferencing

E-mail Lists and Online Groups

Collaborating Applications

Module Twelve: Wrapping Up

Review

Trade Show Staff Training

Deciding to attend a trade show is a large investment for any company. Preparation is essential: It’s better not to go to a trade show than to go unprepared. Every person in your booth is an ambassador to your company, make sure they are prepared. Trade show attendees usually plan a list of whom they're going to visit before ever entering the convention center doors. Make sure you are on that list.

Make sure your staff has the right tools to succeed with our Trade Show Staff Training course. A successful trade show will benefit your company on many levels. The most basic statistic is that it can cost half as much to close a sale made to a trade show lead as to one obtained through all other means. Get your staff trained and get to that trade show!

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Universal Safety Practices

The importance of safety cannot be overstated. Every organization is responsible for the safety of employees while they are working. It is estimated that safety problems cost companies $1 billion a week. Understanding universal safety practices and how to implement them will help keep everyone protected while ensuring the company’s financial security.

With the Universal Safety Practices course, participants will discover how safety affects employee engagement and the bottom line. Safety may seem like a boring topic, but an unsafe work environment cannot be ignored.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: The Importance of Safety

Legal Responsibilities

Risks

Benefits

Setting the Example

Case Study

Module Two: Review Questions

Module Three: Fire Risk

Causes and Types

Assessment

Prevention

Communication

Case Study

Module Three: Review Questions

Module Four: Sound

Levels of Noise

Assessment

Risks

PPE or Environmental Changes

Case Study

Module Four: Review Questions

Module Five: Chemical and Electrical Hazards

Assess Chemicals Used

Inform

Control Exposure

Electrical Dangers

Policies and Controls

Case Study

Module Five: Review Questions

Review

Virtual Team Building and Management

With a global, virtual team you have the normal issues of a localized team, with the additional challenges of distance and cultural differences. Virtual Team Building and Management will give you the knowledge to work with these challenges and succeed in a growing global workforce.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Women in Leadership

Often, people who have never had a leadership role will stand up and take the lead when a situation they care about requires it. Learn to recognize these events and grab the reins with more confidence. This course touches on understanding the leadership gap and vital leadership traits.

With the Women in Leadership course, participants will learn how women are changing the workforce. Through this course, participants will gain a new perspective on the workforce, and what benefits can come from hiring and promoting women to higher positions.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Work-Life Balance

Having a balance between work and home life can be a challenge. With this challenge comes great rewards when it is done successfully. Balancing a career with home life will provide benefits in each environment. You will become healthier, mentally and physically, and you will be able to produce more career-wise.

With a Work-Life Balance you will be managing your time better. Better time management will benefit all aspects of life; you will be working less and producing more. This course will show how to focus on the important things, set accurate and achievable goals, and communicate better with your peers at work and your family at home.

Course Outline:

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Review

Workplace Diversity

Improving diversity knowledge is a required component of every company. With more and more businesses having a global presence, workplace diversity is a forgone conclusion. Learn to use strategies to be proactive and remove barriers. Learn how to build and encourage diversity in their workplace and community.

Our course Diversity course will help participants understand what diversity is, and how they can create a more diverse environment. Learn how to use active listening and employ effective questioning techniques. By learning the right complaint resolution skills and choosing the right course of action, communication throughout your business will be strengthened.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: Understanding Diversity

What is Diversity?

Related Terms and Concepts

A Brief History

A Legal Overview

Module Three: Understanding Stereotypes

Stereotypes vs. Biases

Identifying Your Baggage

Understanding What This Means

Module Four: Breaking Down the Barriers

Changing Your Personal Approach

Encouraging Workplace Changes

Encouraging Social Changes

Module Five: Verbal Communication Skills

Listening and Hearing: They Aren’t the Same Thing

Asking Questions

Communicating with Power

Module Six: Non-Verbal Communication Skills

Body Language

The Signals You Send to Others

It’s Not What You Say, it’s How You Say It

Module Seven: Being Proactive

Encouraging Diversity in the Workplace

Preventing Discrimination

Ways to Discourage Discrimination

Module Eight: Coping with Discrimination

Identifying if You Have Been Discriminated Against

Methods of Reprisal

Choosing a Course of Action

Module Nine: Dealing with Diversity Complaints as a Person

What To Do If You’re Involved in a Complaint

Understanding Your Role

Creating a Support System

Module Ten: Dealing with Diversity Complaints as a Manager

Recording the Complaint

Identifying Appropriate Actions

Choosing a Path

Module Eleven: Dealing with Diversity Complaints as an Organization

Receiving a Complaint

Choosing a Response

Learning from the Complaint

Module Twelve: Wrapping Up

Review

Workplace Harassment

Harassment can be based on a variety of factors such as race, sex, and disability. Experiencing an uncomfortable situation in the workplace may be more than an unpleasant event; it may be against the law. This alone is what makes this topic very important for every organization.

Our Workplace Harassment course will give participants the tools to recognize harassment when it occurs. It will help them understand their rights and responsibilities, and create a safe environment for all. Through this course participants will recognize that it is necessary for everyone to identify harassment and exercise anti-harassment policies.

Course Outline:

Module One: Getting Started

Learning Objectives

Module Two: The Background

The Law

Identifying Harassment

Anti-Harassment Policies

Module Three: Developing an Anti-Harassment Policy

Anti-Harassment Policy: What Should Be Covered

How Model Policies Work

Steps to a Healthy Work Place

Educating Employees

Module Four: Policies in the Workplace

Anti-Harassment Policy Statements

Employee’s Rights and Responsibilities

Employer’s Rights and Responsibilities

Module Five: Proper Procedures in the Workplace

If You are Being Harassed

If You are Accused of Harassing

The Investigation

Remedies

Module Six: False Allegations

How to Address the Situation

Confidentiality

Monitoring the Situation

Retaliation

Appeals

Module Seven: Other Options

Union Grievance Procedures

Mediation: Getting Help from Outside Organization

Module Eight: Sexual Harassment

Defining Sexual Harassment

Elements of Harassment

Common Scenarios

Module Nine: Mediation

What is Mediation?

Deciding if it is Right

How to Implement

Module Ten: Conflict Resolution

How to Resolve the Situation

Seeing Both Sides

Deciding the Consequence

Module Eleven: The Aftermath

How to Move On

Monitoring the Situation

Learning from Mistakes

Module Twelve: Wrapping Up

Review

Workplace Violence

Workplace harassment must be identified, discouraged, and prevented in order to keep a hostile work environment from developing. Left unchecked, harassment can escalate into violence. Workplace violence and harassment training is essential to the safety of all employees.

In order to prevent Workplace Violence, it is essential that everyone is able to identify individuals who may be prone to violence. Our course will help participants recognize certain behaviors, and lower the risk of escalated situations. This course will help participants identify the warning signs, as well as give them coping and response tools.

Course Outline:

Module One: Getting Started

Course Objectives

Module Two: What is Workplace harassment?

How to Identify

Costs to your business

Module Three: Identifying the Bully

Abusive Workplace Behaviors

Bullying and Personality Disorders

Narcissism

Module Four: How to Handle Workplace Violence

Types of Behavior

Target the Behavior, Not the Person

Implement an Action Plan

Module Five: Risk Assessment (I)

Understanding Anger and Aggression

Defusing & De-escalating Strategies

Communication Skills

Tactical Options

Module Six: Risk Assessment (II)

Identifying the Hazard

Assessing the Risk

Controlling the Risk

Evaluating & Review

Module Seven: Being the Victim

What Is Not Considered Bullying

Steps to take

Module Eight: Checklist for Employers

4 Step Process

Addressing all Employees

Code of Ethics

Policy and Procedures

Module Nine: Interview Process

Identify a Bully in the Interview Process

Warning Signs

Role Play

Case Study

Module Ten: Investigation Process

Advising your Supervisor

Lodging the Complaint

Initial Response

The Investigation

The Findings

Review & Closure

Module Eleven: Developing a Workplace Harassment Policy

Scope

Philosophy

Principles

Intent

Options

Informal Complaint Process

Formal Investigation process

Module Twelve: Wrapping Up

Review

Course Packs

Click on a course pack to see its list of courses

Soft Skills - Career Readiness Course Pack
$1820.00

$1430.00 - Member price
Office Administration - Course Pack
$1260.00

$990.00 - Member price
Managers and Supervisors Training - Course Pack
$3150.00

$2470.00 - Member price
HR - Human Resource Management - Course Pack
$2730.00

$2145.00 - Member price
General Business Administration - Course Pack
$4410.00

$3465.00 - Member price