The All Soft Skills Bundle is an all-encompassing skills training series of workshops designed to assist in every aspect of business. Participants will learn techniques and skills in Administrative Skills, Career Development, Human Resources, Personal Development, Sales and Marketing, Supervisors and Managers, and Work Place Essentials. These workshops will touch on management, ethics, problem solving, conflicts, coaching, performance, and training. Participants will be well-rounded in dealing with business, employee and customer relations.
The All Soft Skills Bundle includes the following courses:
- Administrative Office Procedures
- Administrative Support
- Archiving and Records Management
- Basic Bookkeeping
- Business Writing
- Collaborative Business Writing
- Executive and Personal Assistant
- Meeting Management
- Organizational Skills
- Social Media in the Workplace
- Supply Chain Management
- 10 Soft Skills You Need
- Assertiveness and Self-Confidence
- Communication Strategies
- Creative Problem Solving
- Developing Creativity
- Digital Citizenship
- Entrepreneurship
- Interpersonal Skills
- mLearning Essentials
- Negotiation Skills
- Personal Branding
- Project Management
- Telework And Telecommuting
- The Cloud and Business
- Time Management
- Women in Leadership
- Business Succession Planning
- Contract Management
- Crisis Management
- Developing a Lunch and Learn
- Employee Onboarding
- Employee Recruitment
- Employee Termination Processes
- Generation Gaps
- Health and Wellness at Work
- Hiring Strategies
- Human Resource Management
- Measuring Results From Training
- Millennial Onboarding
- Talent Management
- Train-The-Trainer
- Universal Safety Practices
- Workplace Diversity
- Workplace Harassment
- Workplace Violence
- Adult Learning – Mental Skills
- Adult Learning – Physical Skills
- Anger Management
- Attention Management
- Being A Likeable Boss
- Critical Thinking
- Emotional Intelligence
- Goal Setting and Getting Things Done
- Improving Mindfulness
- Improving Self-Awareness
- Increasing Your Happiness
- Job Search Skills
- Life Coaching Essentials
- Managing Personal Finances
- Managing Workplace Anxiety
- Personal Productivity
- Public Speaking
- Social Intelligence
- Social Learning
- Stress Management
- Taking Initiative
- Work-Life Balance
- Body Language Basics
- Call Center Training
- Coaching Salespeople
- Contact Center Training
- Creating a Great Webinar
- Employee Recognition
- Event Planning
- High Performance Teams Inside the Company
- High Performance Teams Remote Workforce
- In Person Sales
- Internet Marketing Fundamentals
- Marketing Basics
- Media And Public Relations
- Motivating Your Sales Team
- Multi-Level Marketing
- Overcoming Sales Objections
- Presentation Skills
- Proposal Writing
- Prospecting and Lead Generation
- Sales Fundamentals
- Servant Leadership
- Social Media Marketing
- Telephone Etiquette
- Top 10 Sales Secrets
- Trade Show Staff Training
- Budgets And Financial Reports
- Coaching And Mentoring
- Conducting Annual Employee Reviews
- Developing New Managers
- Employee Motivation
- Facilitation Skills
- Knowledge Management
- Leadership And Influence
- Lean Process And Six Sigma
- Manager Management
- Middle Manager
- Office Politics For Managers
- Performance Management
- Self-Leadership
- Supervising Others
- Team Building Through Chemistry
- Virtual Team Building And Management
- Appreciative Inquiry
- Business Acumen
- Business Ethics
- Business Etiquette
- Change Management
- Civility In The Workplace
- Conflict Resolution
- Customer Service
- Customer Support
- Cyber Security
- Delivering Constructive Criticism
- Developing Corporate Behavior
- Handling a Difficult Customer
- Networking Outside the Company
- Networking Within the Company
- Risk Assessment and Management
- Safety In The Workplace
- Team Building For Managers
- Teamwork And Team Building
Course Outline(s):
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Why Your Office Needs Administrative Procedures
- Business Continuity
- Succession Planning
- Internal and External Audit Requirements
- Recovery Planning
- Case Study
- Module Two: Review Questions
Module Three: Gathering the Right Tools
- Binder
- Section Divider
- Sheet Protectors
- Cover to Cover Binders
- Case Study
- Module Three: Review Questions
Module Four: Identifying Procedures to Include
- Tracking Tasks for Some Days
- Reach Out to Other Employees for Feedback/Ideas
- Write Down Daily Tasks
- Keep Track Using a Spreadsheet
- Case Study
- Module Four: Review Questions
Module Five: Top Five Procedures to Record
- Use a Template to Stay Consistent from Track to Track
- Be as Detailed as Possible
- Use Bullet Points Instead of Paragraphs
- Ask Someone to Execute the Procedure
- Case Study
- Module Five: Review Questions
Module Six: What to Include in Your Binder (I)
- Phone Etiquette
- Business Writing
- Effective Time Management
- Creating Meeting Arrangements
- Case Study
- Module Six: Review Questions
Module Seven: What to Include in Your Binder (II)
- Policy on Absences
- Breaks
- Salaries
- Benefits
- Case Study
- Module Seven: Review Questions
Module Eight: Organizing Your Binder
- Create a Table of Contents
- List Each Section (e.g. Accounting)
- List Procedures in that Section
- Keep Binder Updated with any New Changes
- Case Study
- Module Eight: Review Questions
Module Nine: What Not to Include in the Procedure Guide
- Passwords
- Identify Other Confidential Information Via Your Employer
- Store Information in a Separate Folder Outside of the Guide
- Find a Secure Location to Store
- Case Study
- Module Nine: Review Questions
Module Ten: Share Office Procedure Guide
- Give Guide to Boss/Executive to Review
- Inform Office Personnel of Procedure Guide
- Place Guide in a Visible Area
- Allow Office Personnel to Express Improvements/Updates if Needed
- Case Study
- Module Ten: Review Questions
Module Eleven: Successfully Executing the Guide
- Create a One Hour Meeting/Seminar for Employees
- Stay Consistent with Procedures
- Make Employees Aware of any Updated Changes
- Keep Open to Improvements
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Starting
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Getting Organized, Part One
- Dealing with E-mail
- Managing Electronic Files
- Keeping Track of the Paper Trial
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Understanding Records
- What is Records Management?
- Defining Records
- Archives vs. Records
- Life Cycle
- Case Study
- Module Two: Review Questions
Module Three: Management of Records
- What Is and Is Not a Record?
- Record Programs
- Management of Systems
- Developing Standards
- Case Study
- Module Three: Review Questions
Module Four: Context (I)
- Techniques for Analyzing Records
- Collecting Information
- Organizational Needs
- Legal Demands
- Case Study
- Module Four: Review Questions
Module Five: Context (II)
- Routine Process
- Creative Process
- System Analysis
- Records Survey
- Case Study
- Module Five: Review Questions
Module Six: Classification
- Functionality
- Prioritize
- Assess and Review
- Develop a Tool
- Case Study
- Module Six: Review Questions
Module Seven: Paper-Based Systems
- Arranging and Grouping
- Building Files
- Elementary & Intermediate
- Metadata
- Case Study
- Module Seven: Review Questions
Module Eight: Electronic Records
- Classifying
- Folders and Directories
- Groupings
- Metadata
- Case Study
- Module Eight: Review Questions
Module Nine: Hybrid Systems
- Routine Processes
- Creative Processes
- Design
- Limitations
- Case Study
- Module Nine: Review Questions
Module Ten: Appraisals & Systems
- Taxonomy of Values
- Macro Appraisal
- Strategy and Criteria
- Document & Review Decisions
- Case Study
- Module Ten: Review Questions
Module Eleven: Record Maintenance
- Paper
- Electronic
- Create Archives
- Conversion
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Basic Terminology (I)
- Balance Sheet
- Assets
- Liabilities
- Equity
- Income Statement
- Revenue
- Costs 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Working with Words
- Spelling
- Grammar
- Creating a Cheat Sheet
Module Three: Constructing Sentences
- Parts of a Sentence
- Punctuation
- Types of Sentences
Module Four: Creating Paragraphs
- The Basic Parts
- Organization Methods
Module Five: Writing Meeting Agendas
- The Basic Structure
- Choosing a Format
- Writing the Agenda
Module Six: Writing E-mails
- Addressing Your Message
- Grammar and Acronyms
Module Seven: Writing Business Letters
- The Basic Structure
- Choosing a Format
- Writing the Letter
Module Eight: Writing Proposals
- The Basic Structure
- Choosing a Format
- Writing the Proposal
Module Nine: Writing Reports
- The Basic Structure
- Choosing a Format
- Writing the Report
Module Ten: Other Types of Documents
- Requests for Proposals
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What is Collaborative Business Writing?
- Clarifying the Objective
- Practical Writing Approaches
- Collaborative Writing Strategies
- Collaborative Writing Patterns
- Case Study
- Module Two: Review Questions
Module Three: Types of Collaborative Business Writing
- Parallel Construction – ‘cut and paste’
- Parallel Construction – ‘puzzle’
- Sequential Summative Construction
- Integrating Construction
- Case Study
- Module Three: Review Questions
Module Four: Collaborative Team Members
- Team Leader Selection
- Chief Editor Designation
- Characteristics of Team Members
- Ways to Build Collaborative Writing Team
- Case Study
- Module Four: Review Questions
Module Five: Collaborative Tools and Processes
- Outlines and Storyboards
- Collaborative Planning
- Collaborative Revision
- Collaborative Team Cohesion
- Case Study
- Module Five: Review Questions
Module Six: Setting Style Guideline
- Voice and Person
- Format
- Consistent Spelling of Commonly Used Words
- Numbers as Words or Figures
- Case Study
- Module Six: Review Questions
Module Seven: Barriers to Successful Collaborative Writing
- Hoarding
- Innovation
- Search
- Knowledge Transfer
- Case Study
- 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 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
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Working with Your Manager
- Adapting to Their Style
- Anticipate Their Needs
- Getting Your Responsibilities Defined
- When to Take the Initiative
- Case Study
- Module Two: Review Questions
Module Three: Administrative Soft Skills
- Social Intelligence
- Basic Business Acumen
- Office Management
- Active Listening
- Case Study
- Module Three: Review Questions
Module Four: Effective Time Management
- Calendar Management
- Prepare for Changes and Surprises
- Keeping Others On Track
- Urgent/Important Matrix
- Case Study
- Module Four: Review Questions
Module Five: Meeting Management
- Creating An Agenda
- Keeping Minutes
- Keeping the Meeting On Time
- Variations for Large and Small Meetings
- Case Study
- Module Five: Review Questions
Module Six: Tools of the Trade (I)
- Email Protocol
- Office Machinery
- Computer and Software Skills
- Communication Skills
- Case Study
- Module Six: Review Questions
Module Seven: Tools of the Trade (II)
- Phone and Voicemail Etiquette
- Word Processing
- Business Writing
- Internet Research
- Case Study
- Module Seven: Review Questions
Module Eight: Being an Effective Gatekeeper
- Filtering Data and Information
- Learn to Say No
- Dealing With Difficult People
- Recognize the Tricks
- Case Study
- Module Eight: Review Questions
Module Nine: Organizational Skills
- Prioritizing Your Workload
- Goal Setting
- Plan for Tomorrow, Today
- Staying on Track
- Case Study
- Module Nine: Review Questions
Module Ten: Confidentiality Guidelines
- Your Confidentially Duty
- Be Diplomatic and Discreet
- Keeping Data Secure
- What To Do in Sticky Situations
- Case Study
- Module Ten: Review Questions
Module Eleven: Special Tasks
- Project Management
- Trade Shows
- Interacting with Clients
- Social Media Management
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Remove the Clutter
- Just Do It
- You Don’t Have to Keep Everything
- Three Boxes: Keep, Donate, and Trash
- A Place For Everything And Everything In Its Place
- Case Study
- Module Two: Review Questions
Module Three: Prioritize
- Write It Down
- Urgent/Important Matrix
- Divide Tasks
- 80/20 Rule
- Case Study
- Module Three: Review Questions
Module Four: Scheduling Your Time
- Have a Master Calendar
- Setting Deadlines
- Remove or Limit the Time Wasters
- Coping With Things Outside of Our Control
- Case Study
- Module Four: Review Questions
Module Five: To Do Lists
- Use a Day Planner
- Finish What You Start
- Focus on the Important
- Do Quick Tasks Immediately
- Case Study
- Module Four: Review Questions
Module Six: Paper and Paperless Storage
- Find a System that Works for You
- Make it Consistent
- Make it Time Sensitive
- Setting up Archives
- Case Study
- Module Six: Review Questions
Module Seven: Organization Your Work Area
- Keeping Items Within Arm’s Reach
- Only Have Current Projects on Your Desk
- Arranging Your Drawers
- Organize to Match Your Workflow
- Case Study
- Module Seven: Review Questions
Module Eight: Tools to Fight Procrastination
- Eat That Frog!
- Remove Distractions
- Give Yourself a Reward
- Break Up Large Tasks
- Case Study
- Module Eight: Review Questions
Module Nine: Organizing your Inbox
- Setting up Delivery Rules
- Folder and Message Hierarchy
- Deal with Email Right Away
- Flag and Highlight Important Items
- Case Study
- Module Nine: Review Questions
Module Ten: Avoid the Causes of Disorganization
- Keeping Everything
- Not Being Consistent
- Not Following a Schedule
- Bad Habits
- Case Study
- Module Ten: Review Questions
Module Eleven: Discipline is the Key to Stay Organized
- Stay Within Your Systems
- Learn to Say No
- Have Organization Be Part of Your Life
- Plan for Tomorrow, Today
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: What is Social Media?
- Online Communications
- User Created
- Content Information
- Sharing Communication Tools
- Case Study
- Module Two: Review Questions
Module Three: Defining Your Social Media Policy (I)
- It Should be a Living Document
- Choosing an Information Officer
- What Can and Cannot Be Shared
- Legal and Ethnic Specifications
- Case Study
- Module Three: Review Questions
Module Four: Defining Your Social Media Policy (II)
- New Hire Orientation
- Let Common Sense Guide You
- Nothing Offensive
- Rules on Soliciting and Personal Posts
- Case Study
- Module Four: Review Questions
Module Five: Creating a Living Document
- What is a Living Document?
- How Often is it Revised?
- Who Will be in Charge?
- Change Management
- Case Study
- Module Five: Review Questions
Module Six: Keeping an Eye on Security
- Password Rules
- Needs Constant Monitoring
- Keeping Information Confidential
- Protecting Intellectual Property
- Case Study
- Module Six: Review Questions
Module Seven: Rules to Follow When Posting (I)
- Always Show Respect
- Stop and Think Before You Post
- Always be Honest
- Never Discredit or Talk Ill of Competitors
- Case Study
- Module Seven: Review Questions
Module Eight: Rules to Follow When Posting (II)
- Be Transparent
- Act Like You Would in Real Life
- Grammar and Spelling Still Counts
- Never Post When You Are Angry
- Case Study
- Module Eight: review Questions
Module Nine: Benefits of Social Media
- From Audience to Author
- Builds Customer Loyalty
- Speed and Flexibility in Communication
- Two Way Communications
- Case Study
- Module Nine: Review Questions
Module Ten: The Pitfalls of Social Media
- Bullying
- Group Think
- Trolling
- Remember, It Is Out There Forever
- Case Study
- Module Ten: Review Questions
Module Eleven: Listen to Your Customers
- They Provide Great Feedback
- It Makes Them Happy
- Improves Your Brand
- Improves Product Development
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Why Supply Chain Management?
- Customer Satisfaction
- Improving Performance
- Lowering Costs
- Product Development
- Case Study
- Module Two: Review Questions
Module Three: Key Terms (I)
- Procurement
- Upstream and Downstream
- Raw Material
- Forecasting
- Carrying Cost
- Case Study
- Module Three: Review Questions
Module Four: Key Terms (II)
- Inventory
- Order Generation
- Order Taking
- Order Fulfillment
- Returns Management
- Case Study
- Module Four: Review Questions
Module Five: Three Levels of Supply Chain Management
- Strategic Level
- Tactical Level
- Operational Level
- Bullwhip Effect
- Case Study
- Module Five: Review Questions
Module Six: Five Stages of Supply Chain Management
- Plan
- Source
- Make
- Deliver
- Return
- Case Study
- Module Six: Review Questions
Module Seven: The Flows of Supply Chain Management
- The Product Flow
- The Information Flow
- The Finances Flow
- Data Warehouses
- Case Study
- Module Seven: Review Questions
Module Eight: Inventory Management
- Levels of Inventory
- Just-In-Time Inventory
- Keeping Accurate Records
- Inventory Calculator
- Case Study
- Module Eight: Review Questions
Module Nine: Supply Chain Groups
- The Suppliers
- The Producers
- The Customers
- The Customer’s Customers
- Case Study
- Module Nine: Review Questions
Module Ten: Tracking and Monitoring
- Dashboard
- RFID’s
- Alert Generation
- Stock Keeping Unit (SKU)
- Case Study
- Module Ten: Review Questions
Module Eleven: Supply Chain Event Management
- Inventory Alerts
- Supplier Alerts
- Bottlenecking
- Being Proactive
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What are Soft Skills?
- Definition of Soft Skills
- Empathy and the Emotional Intelligence Quotient
- Professionalism
- Learned vs. Inborn Traits
- Case Study
- Module Two: Review Questions
Module Three: Soft Skill 1: Communication
- Ways We Communicate
- Improving Non-Verbal Communication
- Listening
- Openness and Honesty
- Case Study
- Module Three: Review Questions
Module Four: Soft Skill 2: Teamwork
- Identifying Capabilities
- Get Into Your Role
- Learn the Whole Process
- The Power of Flow
- Case Study
- Module Four: Review Questions
Module Five: Soft Skill 3: Problem Solving
- Define the Problem
- Generate Alternative Solutions
- Evaluate the Plans
- Implementation and Re-evaluation
- Case Study
- Module Five: Review Questions
Module Six: Soft Skill 4: Time Management
- The Art of Scheduling
- Prioritizing
- Managing Distractions
- The Multitasking Myth
- Case Study
- Module Six: Review Questions
Module Seven: Soft Skill 5 and 6: Attitude and Work Ethic
- What Are You Working For?
- Caring for Others vs. Self
- Building Trust
- Work Is Its Own Reward
- Case Study
- Module Seven: Review Questions
Module Eight: Soft Skill 7: Adaptability/Flexibility
- Getting over the Good Old Days Syndrome
- Changing to Manage Process
- Changing to Manage People
- Showing You’re Worth Your Weight in Adaptability
- Case Study
- Module Eight: Review Questions
Module Nine: Soft Skill 8: Self-Confidence
- Confident Traits
- Self-Questionnaire
- Surefire Confidence Building Tactics
- Build Up Others
- Case Study
- Module Nine: Review Questions
Module Ten: Soft Skill 9: Ability to Learn From Criticism
- Wow, You Mean I’m Not Perfect?
- Listen With An Open Mind
- Analyze and Learn
- Clear the Air and Don’t Hold Any Grudges
- Case Study
- Module Ten: Review Questions
Module Eleven: Soft Skill 10: Networking
- Redefining Need
- Identifying Others’ Interests
- Reaching Out
- When to Back Off
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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 Presentation
- 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 Cosensus
Module Eleven: Dealing with Difficult Behavior
- Dealing with Difficult Situations
- Key Tactics
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Dunker 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
- 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
- Words from the Wise
- Review of Parking lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Action Plans and Evaluations
Module Two: What is Creativity?
- Divergent Thinking
- Problem Solving
- Imagination and Inspiration
- Something Out of Nothing
- Case Study
- Module Two: Review Questions
Module Three: Getting Inspired
- Introspection
- Read More
- Removing the Mental Block
- Art Inspires Art
- Case Study
- Module Three: Review Questions
Module Four: Beating Procrastination
- Get Rid of Clutter
- Self-Imposed Limitations
- Build on Small Successes
- Don’t Start at the Beginning
- Case Study
- Module Four: Review Questions
Module Five: Improving Your Creative Mind Set (I)
- Open Mind
- Do Not Judge
- Positive Mind Set
- Ask Why?
- Case Study
- Module Five: Review Questions
Module Six: Improving Your Creative Mind Set (II)
- Make Associations
- Keep a Journal
- Question Assumptions
- Creative Confidence
- Case Study
- Module Six: Review Questions
Module Seven: Curiosity
- Spark Your Curiosity
- Curiosity is the Engine of Creativity
- Engage
- Ask Open Ended Questions
- Case Study
- Module Seven: Review Questions
Module Eight: Take Risks
- Be Confident
- Scared to Fail?
- Fake It ‘til You Make It
- Afraid To Be Judged
- Case Study
- Module Eight: Review Questions
Module Nine: Think Like a Child
- Daydream
- Be Curious
- Play Games
- Experiment
- Case Study
- Module Nine: Review Questions
Module Ten: Environmental Factors
- Work Area
- Additional Environments
- Get Enough Sleep
- Variables
- Case Study
- Module Ten: Review Questions
Module Eleven: Individual Brainstorming
- Generate A Lot of Ideas
- Mind Mapping
- Visualization
- Organize and Bring the Ideas Together
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Parking Lot
- Workshop Objectives
- Action Plans
Module Two: What is Digital Citizenship?
- What is Digital
- Engaging with Others
- It’s a Moving Target
- Belonging to a Community
- Case Study
- Module Two: Review Questions
Module Three: Being a Good Citizen
- Build it Up
- Real World Influences
- Using Technology Appropriately
- The Golden Rule
- Case Study
- Module Three: Review Questions
Module Four: Best Practices for Sharing
- Digital Footprints
- Personal and Work Lives
- Stop and Think Before You Post
- Do Not Overshare
- Case Study
- Module Four: Review Questions
Module Five: Networking and Personal Branding (I)
- Personal Branding
- Be Yourself (online and off)
- Social Networking
- If you Share it, Expect Everyone to See it
- Case Study
- Module Five: Review Questions
Module Six: Networking and Personal Branding (II)
- Introduce Colleagues
- Volunteer to Help Others
- Blog
- Guard Your Reputation
- Case Study
- Module Six: Review Questions
Module Seven: Digital Security and Safety (I)
- Don’t Trust Anyone You Don’t Know
- Enable 2-Step Verifications
- Public Wi-Fi
- Public Computers
- Case Study
- Module Seven: Review Questions
Module Eight: Digital Security and Safety (II)
- Email and Attachments
- Password Rules
- Back Up Your Files
- Update Your Software
- Case Study
- Module Eight: Review Questions
Module Nine: Dealing With The Dark Side
- See it, Report it
- Bullying and Harassment
- Trolling
- Shared Something You Shouldn’t Have?
- Case Study
- Module Nine: Review Questions
Module Ten: Digital Etiquette (I)
- Respect and Tone
- Speak Up, Not Out
- Topics To Avoid
- Keep Private Messages Private
- Case Study
- Module Ten: Review Questions
Module Eleven: Digital Etiquette (II)
- Educate Yourself
- Information Processing
- Internet Boldness
- Permission to Share
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Decide On The Type of Business
- Is It Feasible?
- What Are Your Interests?
- Do You Have The Experience?
- Are You An Expert In The Field?
- Case Study
- Module Two: Review Questions
Module Three: What Is The Market/Competition Like?
- Is The Venture Lucrative?
- Is There Competition?
- How Can You Set Yourself Apart From The Competition?
- How Is The Customer Prospect?
- Case Study
- Module Three: Review Questions
Module Four: Basics Of Starting A Business
- Decide On A Name
- Legal Structure Of Business
- Register The Business
- Choose A Location
- Hire An Accountant
- Case Study
- Module Four: Review Questions
Module Five: Create A Business Plan
- What Should Be Included In The Business Plan?
- Gather Documentation
- Develop Business Plan Outline
- Draft Business Plan
- Case Study
- Module Five: Review Questions
Module Six: Get Financing
- Contact Organizations For Guidance
- Decide The Type Of Financing
- Shop Around
- What To Do Once Approved
- Case Study
- Module Six: Review Questions
Module Seven: Hire Employees
- Develop Job Description(s)
- Advertise Positions
- Interview Candidates
- Select Candidates
- Case Study
- Module Seven: Review Questions
Module Eight: Training Employees
- Teach Company Culture
- Implement Actual Training For The Position
- Provide Feedback
- Offer Additional Training, If Necessary
- Case Study
- Module Eight: Review Questions
Module Nine: Market The Business
- Traditional Marketing
- Create A Website
- Social Media
- Networking Groups
- Case Study
- Module Nine: Review Questions
Module Ten: Run The Business
- Procurement
- Sell! Sell! Sell!
- How To Manage Cash Flow
- Budgeting
- Case Study
- Module Ten: Review Questions
Module Eleven: Grow The Business
- Offer More Products / Services
- Open Another Location
- Franchise Opportunities
- Scoring Large Contracts
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words From The Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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, It’s 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: What is mLearning?
- mLearning Uses
- mLearning Environments
- mLearning Tools
- mLearning Advantages
- Case Study
- Module Two: Review Questions
Module Three: Common mLearning Devices
- Mobile Phones
- Tablets
- Notebook Computers
- Personal Digital Assistant (PDA)
- Case Study
- Module Three: Review Questions
Module Four: Ancillary Equipment in mLearning
- Internet Connections
- Messaging Services
- Video Cameras
- Bluetooth
- Case Study
- Module Four: Review Questions
Module Five: mLearning vs. eLearning
- Devices Available
- Informal vs Formal Structure
- Increased Access
- Content
- Case Study
- Module Five: Review Questions
Module Six: Four C’s of mLearning
- Content
- Compute
- Capture
- Communicate
- Case Study
- Module Six: Review Questions
Module Seven: Aspects of mLearning
- The FRAME Model
- The Device Aspect
- The Learner Aspect
- The Social Aspect
- Case Study
- Module Seven: Review Questions
Module Eight: Challenges of mLearning
- Dependence of Technology
- Decreased Quality of Communication
- Security
- Risk of Distraction
- Case Study
- Module Eight: Review Questions
Module Nine: Benefits of mLearning
- Decreased Costs
- Available Support
- Unlimited Resources
- Continuous Learning
- Case Study
- Module Nine: Review Questions
Module Ten: Getting mLearning Started
- Organize Your Resources
- Form a Work Plan
- Engage Employees
- Establish an End Goal
- Case Study
- Module Ten: Review Questions
Module Eleven: Employee Training
- Training Facilities
- Encourage Communication
- Establish Guidelines
- Equipment Training
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
- Recommended Reading
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Understanding Negotiation
- The Three Phases
- Skills of 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
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Parking Lot
- Workshop Objectives
- Action Plans
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
Module Five: Personal and Professional Influences
- Corporate and Personal Integration
- They Will Influence Each Other
- Be a Professional
- Build Rapport
- Module Five: Review Questions
Module Six: Sharpening Your Brand
- Blogging
- Authenticity is Key (always be authentic)
- Transparency
- Networking
- Case Study
- Module Six: Review Questions
Module Seven: Appearance Matters
- First Impressions
- Rise Out of The Crowd
- True Reflection
- Dress for Success
- Case Study
- Module Seven: Review Questions
Module Eight: Social Media (I)
- Needs Constant Monitoring
- Security
- Have an Objective
- Promote
- Case Study
- Module Eight: Review Questions
Module Nine: Social Media (II)
- It’s a Tool
- Content is King
- Have a Gimmick
- Don’t Ignore Any Mentions
- Case Study
- Module Nine: Review Questions
Module Ten: Brand Management During a Crisis
- Caught In a Bad Spot?
- Never Burn a Bridge
- Information
- Monitor and Respond
- Case Study
- Module Ten: Review Questions
Module Eleven: Branding Personality Traits
- Identify Your Unique Values
- Be Bold
- Think Outside the Box
- Fail. Learn. Repeat
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Core Skills Required
- Self-Management
- Time Management
- Organizing and Planning
- Communication
- Case Study
- Module Two: Review Questions
Module Three: Self-Management (I)
- Solving Problems on Your Own
- Being and Staying Motivated
- You Have More Freedom, Don’t Abuse It
- You and Only You are Accountable
- Case Study
- Module Three: Review Questions
Module Four: Self-Management (II)
- Recognize and Remove Bad Habits
- Reflect on Mistakes, and Learn from Them
- Establish Good Habits
- Be Assertive With Yourself
- Case Study
- Module Four: Review Questions
Module Five: Time Management (I)
- Build a Little Flexibility Into Your Schedule
- Identify and Remove Time Wasters
- Working with Time Zones
- Using Free Time Wisely
- Case Study
- Module Five: Review Questions
Module Six: Time Management (II)
- The Urgent/Important Matrix
- Setting and Sticking to Deadlines
- The Glass Jar: Rocks, Pebbles, Sand, and Water
- Recognize When You are Procrastinating
- Case Study
- Module Six: Review Questions
Module Seven: Organization and Planning (I)
- Plan for Additional Stress
- When to Seek Help
- Being Proactive, not Reactive
- Establish Priorities and Attainable Goals
- Case Study
- Module Seven: Review Questions
Module Eight: Organization and Planning (II)
- Setting up Your Home Office
- Remove Unneeded or Distracting Items
- When Technology Fails?
- Develop a Normal Working Day
- Case Study
- Module Eight: Review Questions
Module Nine: Communication (I)
- Stay in the Loop
- Use the Correct Medium
- Be Clear and To the Point
- Virtual Communication Can Be Impersonal
- Case Study
- Module Nine: Review Questions
Module Ten: Communication (II)
- Open and Frequent Communication
- Share Your Information
- Have a Collaborative Attitude
- Setting Expectations with Family and Friends
- Case Study
- Module Ten: Review Questions
Module Eleven: Additional Challenges
- Building Trust and Rapport
- Feeling Isolated
- Always in the Office
- Lack of or Less Feedback
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plans
Module Two: The Cloud
- Definition
- History
- Current Uses
- Trends
- Case Study
- Module Two: Review Questions
Module Three: Models for Business
- Software as a Service
- Platform as a Service
- Infrastructure as a Service
- Other Options
- Case Study
- Module Three: Review Questions
Module Four: Advantages
- Data Center Finances
- Labor Finances
- Productivity
- Ease of Use
- Case Study
- Module Four: Review Questions
Module Five: Address Risks
- Assessment
- Prioritize Concerns
- Address Risks
- Focus on Success
- Case Study
- Module Five: Review Questions
Module Six: Security
- Understand Weaknesses
- Breaches
- Identify Management
- Strategies
- Case Study
- Module Six: Review Questions
Module Seven: Device Management
- Devices that Can Connect
- Desktops
- Benefits
- Monitoring
- Case Study
- Module Seven: Review Questions
Module Eight: Service Oriented Architecture
- Definition
- With the Cloud
- Services
- Benefits to the Business
- Case Study
- Module Eight: Review Questions
Module Nine: Business Processes
- Scale Applications
- Web-based
- Examples
- Predictions
- Case Study
- Module Nine: Review Questions
Module Ten: Standards
- Best Practices
- Organizational Standards
- Standards in the Cloud
- Interoperability and Integration
- Case Study
- Module Ten: Review Questions
Module Eleven: Monitoring
- Governance
- Measure Performance
- Methods of Measurement
- Monitor Services
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Chunck, 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Women and the Workforce
- 50% of the Population
- 60% of College Degrees
- 47% of the US Workforce
- 52% of Professional-level Jobs
- Case Study
- Module Two: Review Questions
Module Three: The Leadership Gap
- Underrepresented in Leadership
- Executive Positions
- Finance, Health Care, and Law
- Historical Trends
- Case Study
- Module Three: Review Questions
Module Four: Barriers to Women’s Leadership
- Gender Differences are Overemphasized
- Gender Differences are Undervalued
- Women Lack Professional Networks
- Work and Family Conflict
- Case Study
- Module Four: Review Questions
Module Five: Traits of Women’s Leadership
- Lead by Uniting Diverse Groups
- Value Work-life Balance
- Value Interpersonal Relationships
- Value Accountability
- Case Study
- Module Five: Review Questions
Module Six: Benefits of Women’s Leadership
- Greater Collaboration
- Culture of Work-life Balance
- Culture of Accountability
- Assists in Recruiting Millennials
- Case Study
- Module Six: Review Questions
Module Seven: Nurturing Women’s Leadership
- Actively Recruit Women
- Create/Encourage Networking Opportunities
- Pair Women with Mentors in Leadership
- Create/Encourage Training Opportunities
- Case Study
- Module Seven: Review Questions
Module Eight: Actively Recruit Women
- Discover Your Barriers to Hiring
- Discover Your Barriers to Retention
- Recruit via Women’s Organizations
- Women-friendly Culture
- Case Study
- Module Eight: Review Questions
Module Nine: Create/Encourage Women’s Networking Opportunities
- Create a Women’s Networking Group
- Encourage Joining Organizations
- Networking Builds Confidence
- Networking and Recruiting
- Case Study
- Module Nine: Review Questions
Module Ten: Pair Women with Mentors
- Benefits of Mentoring
- Think Creatively
- Incorporate at Every Stage
- Encourage Women to Mentor
- Case Study
- Module Ten: Review Questions
Module Eleven: Create and Encourage Educational Opportunites
- Encourage Learning of Leadership Skills
- Internal Programs and Trainings
- Outside Programs and Trainings
- Encourage Training at Every Career Stage
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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 Roadblock
- 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
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Defining Contract Management
- What is Contract Management?
- Contract Types
- Contract Elements
- Risks of Poor Contract Management
- Case Study
- Module Two: Review Questions
Module Three: Legal and Ethical Contract Management
- Contract Law I
- Contract Law II
- Defining Ethical Contract Management
- Ethical Breaches
- Case Study
- Module Three: Review Questions
Module Four: Contract Management Requests
- Choosing Potential Bidders
- RFPs and Technology
- Calculating Value
- Making a Choice
- Case Study
- Module Four: Review Questions
Module Five: How to Create a Contract
- Templates and Software
- Compliance
- Wording
- Risks of Noncompliance
- Case Study
- Module Five: Review Questions
Module Six: Contract Negotiations
- Be Prepared
- Prioritize Terms
- Remain Professional
- Execute the Contract
- Case Study
- Module Six: Review Questions
Module Seven: Assess Performance
- What Performance Can Be Assessed
- Creating Metrics
- Measuring Performance
- Improving Performance
- Case Study
- Module Seven: Review Questions
Module Eight: Relationships
- Qualities of Effective Relationships
- Relationship Pitfalls
- Building Trust
- Maintaining Relationships
- Case Study
- Module Eight: Review Questions
Module Nine: Amending Contracts
- Redlines and Strikeouts
- Replacing Clauses
- Describing Amendments
- Amendment Status
- Case Study
- Module Nine: Review Questions
Module Ten: Conducting Audits
- Why Audit?
- Plan
- Establishing Procedures
- Investigate and Report
- Case Study
- Module Ten: Review Questions
Module Eleven: Renewing Contracts
- Involve Stakeholders
- Review
- Check for Accuracy and Changes
- Update or Cancel
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Crisis
- Internal Risks
- External Risks
- Aggression
- Violence
- Case Study
- Module Two: Review Questions
Module Three: Workplace Violence
- Threats
- Damage
- Psychological Acts
- Physical Acts
- Case Study Module Three: Review Questions
Module Four: Myths
- Violence Just Happens
- It Is Uncommon
- Problems Will Solve Themselves
- It Is Not Possible To Prevent Violence
- Case Study
- Module Four: Review Questions
Module Five: Escalation
- Threats
- Stalking and Bullying
- Injury
- Death
- Case Study
- Module Five: Review Questions
Module Six: Concerning Behaviors
- Disruptive
- Emotional Abuse
- Causes Anxiety
- Examples of Behavior
- Case Study
- Module Six: Review Questions
Module Seven: Domestic Violence Indicators
- Disruptive Calls
- Poor Concentration
- Bruising
- Absences
- Case Study
- Module Seven: Review Questions
Module Eight: Triggers of Workplace Violence
- Reprimands and Terminations
- Financial Strain
- Loss of Loved One
- Perceived Slights
- Case Study
- Module Eight: Review Questions
Module Nine: Conflict Dangers
- Triggers
- Action Point
- Flashpoint
- Identify
- Case Study
- Module Nine: Review Questions
Module Ten: Response
- Note Areas of Concern
- Discuss It
- Report It
- Report Extreme Cases to HR/Tip Line
- Case Study
- Module Ten: Review Questions
Module Eleven: Strategies
- Policies
- Programs
- Emergency Procedures
- Train Employees
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Action Plans and Evaluations
Module Two: The Prep Work
- Finding the Best the Location
- Setting up the Location
- Focus Group
- Practice
- Case Study
- Module Two: Review Questions
Module Three: Creating the Content (I)
- Picking the Right Topic
- Hands on Works Great
- Stay Focused
- Keep it Informal
- Case Study
- Module Three: Review Questions
Module Four: Creating the Content (II)
- Make It Interactive
- Review it Thoroughly
- Creating a Customized Presentation
- Back It Up!
- Case Study
- Module Four: Review Questions
Module Five: During the Session
- Ground Rules
- Quick Opening
- Parking Lot
- Adjusting on the Fly
- Case Study
- Module Five: Review Questions
Module Six: Food and Facilities
- Providing Food?
- People Bringing Their Own
- Eat During or After?
- Clean Up and Tear Down
- Case Study
- Module Six: Review Questions
Module Seven: Take Away Material
- Handouts and Take Away Material
- Quizzes or Self-Tests
- Website with Minutes and Session Notes
- Reference Material or White Paper
- Case Study
- Module Seven: Review Questions
Module Eight: Difficult Situations or People
- Disruptions
- Food Issues
- Senior Management Buy In
- People Not Participating?
- Case Study
- Module Eight: Review Questions
Module Nine: What A Lunch and Learn is Not
- Heavy or Serious Topics
- Required Training
- Replacement for Traditional Training
- Just a Free Lunch
- Case Study
- Module Nine: Review Questions
Module Ten: Best Practices (I)
- Obtain Feedback and Tweak
- Utilize Star Employees
- Provide an Agenda Ahead of Time
- Keep the Session Casual and Loose
- Case Study
- Module Ten: Review Questions
Module Eleven: Best Practices (II)
- Use it as a Refresher
- Networking Opportunity
- Upper Management Q&A Session
- Put it on a Regular Schedule
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Introduction
- What is Onboarding?
- The Importance of Onboarding
- Making Employees Feel Welcome
- First Day Checklist
- Case Study
- Review Questions
Module Three: Purpose of Onboarding
- Start-Up Cost
- Anxiety
- Employee Turnover
- Realistic Expectations
- Case Study
- Review Questions
Module Four: Onboarding Preparation
- Professionalism
- Clarity
- Designating a Mentor
- Training
- Case Study
- Review Questions
Module Five: Onboarding Checklist
- Pre-Arrival
- Arrival
- First Week
- First Month
- Case Study
- Review Questions
Module Six: Creating an Engaging Program
- Getting off on the Right Track
- Role of Human Resources
- Role of Managers
- Characteristics
- Case Study
- Review Questions
Module Seven: Following Up with New Employees
- Initial Check In
- Following Up
- Setting Schedules
- Mentor’s Responsibility
- Case Study
- Review Questions
Module Eight: Setting Expectations
- Defining Requirements
- Identifying Opportunities for Improvement and Growth
- Setting Verbal Expectations
- Putting it in Writing
- Case Study
- Review Questions
Module Nine: Resiliency and Flexibility
- What is Resiliency?
- Why is it Important?
- 5 Steps
- What is Flexibility?
- Why is it Important?
- 5 Steps
- Case Study
- Review Questions
Module Ten: Assigning Work
- General Principals
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Introduction to Recruitment
- What is Recruitment?
- Challenges and trends
- Sourcing Candidates
- Requirements
- Case Study
- Review Questions
Module Three: The Selection Process
- Job Analysis and Descriptions
- The Approach
- The Recruitment Interview
- Testing
- Case Study
- Review Questions
Module Four: Goal Setting
- Using The G.R.O.W. Model
- Identifying Goal Areas
- Setting SMART Goals
- Using a Productivity Journal
- Case Study
- Review Questions
Module Five: The Interview
- Phone Interviews
- Traditional Interviews
- Situational Interviews
- Stress Interviews
- Case Study
- Review Questions
Module Six: Types of Interview Questions
- Direct Questions
- Non-Direct Questions
- Hypothetical or Situational Questions
- Behavioral Descriptive Questions
- Case Study
- Review Questions
Module Seven: Avoiding Bias in Your Selection
- Expectancy Effect
- Primary Effect
- Obtaining Bias Information
- Stereotyping
- Case Study
- Review Questions
Module Eight: The Background Check
- Preparation
- Data Collection
- Illegal Questions
- Being Thorough Without Being Pushy
- Case Study
- Review Questions
Module Nine: Making Your Offer
- Outlining the Offer
- Negotiation Techniques
- Dealing with Difficult Issues
- Sealing the Deal
- Case Study
- Review Questions
Module Ten: Orientation and Retention
- Getting off on the Right Track
- Your Orientation Program
- The Check-List
- Following Up
- Case Study
- Review Questions
Module Eleven: Measuring the Results
- Cost Breakdown
- Employee Quality
- Recruiter Effectiveness
- Fine Tuning
- Case Study
- Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Performance Improvement Plan (PIP) Before Firing
- Justification
- Validate
- Include
- Be Grateful
- Case Study
- Module Two: Review Questions
Module Three: Employees Who Should Be Terminated (I)
- Feeling of Entitlement
- Cannot Perform Job Functions
- Can’t Function with Other Employees
- They Overpromise and Under deliver
- Case Study
- Module Three: Review Questions
Module Four: Employees Who Should Be Terminated (II)
- Blatant Disregard for Customers
- They Are Unreliable
- Don’t Adhere to Code of Conduct
- Use Company Property for Personal Use
- Case Study
- Module Four: Review Questions
Module Five: Things to Consider When Setting Up The Termination Meeting
- Meeting Attendees
- Venue of the Meeting
- Security Presence
- Logistics
- Case Study
- Module Five: Review Questions
Module Six: The Correct Way to Fire an Employee (I)
- Use Positive Language
- Review Past Feedback
- Concentrate on Specific Behavior
- Fire Early in the Week
- Case Study
- Module Six: Review Questions
Module Seven: The Correct Way to Fire an Employee (II)
- Keep it Short
- Have Employee Sign Release
- Transfer Terminated Employee’s Functions
- Avoid Fighting Unemployment Claims with Employee
- Case Study
- Module Seven: Review Questions
Module Eight: Employment Termination Checklist
- Notification to Human Resources
- Systems Access Terminations
- Return to Company Property
- Benefits Status
- Case Study
- Module Eight: Review Questions
Module Nine: The Don’ts of Firing an Employee (I)
- No Performance Improvement Plan
- Use Electronic Method
- Fire Without a Witness
- Provide Long Reason for Firing
- Case Study
- Module Nine: Review Questions
Module Ten: The Don’ts of Firing an Employee (II)
- Not Making the Decision Final
- Let Employee to Take Company Property
- Allow Access to Work Area
- Permit Information System Access
- Case Study
- Module Ten: Review Questions
Module Eleven: Conduct Effective Exit Interviews
- When, How and Who
- Objective of the Process
- Company Readiness for Exit Interviews
- Execute the Feedback Results
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: History
- What Generations Exist in the Workplace
- What Defines a Generation?
- What This Means In Our Workplace?
Module Three: Traditionalist
- Their Background
- Their Characters
- Their Working Style
Module Four: Baby Boomers
- Their Background
- Their Characters
- Their Working Style
Module Five: Generation X’s
- Their Background
- Their Characters
- Their Working Style
Module Six: Generation Y’s (Millennial)
- Their Background
- Their Characters
- Their Working Style
Module Seven: Differentiations Between Generations
- Background
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Meaning and Definition of a Health and Wellness Program?
- What is a Health and Wellness Program?
- Productivity
- Cost of Health Care
- Costs of Absenteeism
- Case Study
- Module Two: Review Questions
Module Three: Types of Health Behavior Programs
- Health Behaviors
- Health Screenings and Maintenance
- Mental Health
- Physical Injuries
- Case Study
- Module Three: Review Questions
Module Four: Health Behavior Programs
- Increasing Physical Activity
- Nutrition & Weight Loss
- Tobacco Cessation
- Substance Abuse Treatment
- Case Study
- Module Four: Review Questions
Module Five: Health Screenings and Maintenance Programs
- Preventative Care Screenings
- Cancer Screenings
- Annual Examinations
- Maintenance Programs
- Case Study
- Module Five: Review Questions
Module Six: Mental Health Programs
- Stress Management
- Support Groups
- Counseling
- Awareness and Education
- Case Study
- Module Six: Review Questions
Module Seven: Evaluate the Need
- Review Current Health and Wellness Programs
- Environmental Factors
- Identify Common Health Conditions and Procedures
- Review Company Information Pertaining to Employee Health
- Case Study
- Module Seven: Review Questions
Module Eight: Planning Process
- Form a Health and Wellness Team or Committee
- Budget
- Define Goals
- Programs and Policies
- Case Study
- Module Eight: Review Questions
Module Nine: Implementation
- Get Management Support
- Test It
- Get the Word Out
- Incentives
- Case Study
- Module Nine: Review Questions
Module Ten: Create a “Culture of Wellness”
- Accessible Healthy Eating Options
- Give Them a Break
- Alcohol, Drug, and Smoke Free Work Environment
- Eliminate Hazards
- Case Study
- Module Ten: Review Questions
Module Eleven: Evaluate Results
- Check the Results
- Employee Satisfaction
- Share Achievements
- Revise Plans as Necessary
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Defining and Knowing the Position
- Know the Position
- Needs Analysis
- Job Analysis
- Task Analysis
- Case Study
- Module Two: Review Questions
Module Three: Hiring Strategy
- Company Information
- Salary Range
- Top Performers
- Be Prepared
- Case Study
- Module Three: Review Questions
Module Four: Lure in Great Candidates
- Advertise Where Candidates Visit
- Develop Corporate Citizenship
- Treat Your Candidates Well
- Look at the Competition
- Case Study
- Module Four: Review Questions
Module Five: Filtering Applicants to Interview
- Put Lots of Weight on Cover Letters
- Grading Resumes
- Internet Search
- Initial Phone Interview
- Case Study
- Module Five: Review Questions
Module Six: The Interview (I)
- Introduce Everyone
- Use a Panel
- Match the Interview to the Job
- Types of Questions
- Case Study
- Module Six: Review Questions
Module Seven: The Interview (II)
- Tell Me About My Company
- Distractions
- Interview More Than Once
- Wrap Up
- Case Study
- Module Seven: Review Questions
Module Eight: Selection Process (I)
- Testing
- Look for Passion and Enthusiasm
- Background Checks
- Trust Your Instincts
- Case Study
- Module Eight: Review Questions
Module Nine: Selection Process (II)
- Education Level Vs. Experience
- Have a Consensus
- Keep Non-Hires on File
- Checking References
- Case Study
- Module Nine: Review Questions
Module Ten: Making an Offer
- Do it Quickly
- Employment Details
- Notify Rejected Candidates
- Be Creative
- Case Study
- Module ten: Review Questions
Module Eleven: Onboarding
- 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 of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Do’s 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 of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Kolb’s Learning Styles
- The Four Stage Process
- Accommodators
- Divergers
- Convergers
- Assimilators
Module Three: Kirkpatrick’s Levels of Evaluations
- Overview
- Level One: Reactions
- Level Two: Learning
- Level Three: Behavior
- Level Four: Results
Module Four: Types of Measurement Tools
- Goal Setting
- Self-Evaluations
- Peer Evaluations
- Supervisor Evaluations
- High-Level Evaluations
Module Five: Focusing the Training
- Performing a Needs Assessment
- Creating Learning Objectives
- Drilling Down Into Content
Module Six: Creating an Evaluation Plan
- What Will We Evaluate?
- When Will the Evaluation be Completed?
- How Will We Evaluate It?
- Who Will Perform the Evaluation?
Module Seven: Assessing Learning before Training
- Workplace Observation
- Objectives Assessment
- Pre-Assignments and Pre-Test
Module Eight: Assessing Learning during Training
- Reviewing Learning Objectives
- Performing Hip-Pocket Assessments
- Quizzes and Tests
- Skill Assessments
Module Nine: Assessing Learning after Training
- Evaluation Timelines
- Learning Journal
- Goal Setting
- Additional Methods of Evaluation
Module Ten: The Long Term View
- Creating a Long Term Evaluation Plan
- Methods of Evaluation
- Documenting Lessons Learned
Module Eleven: Calculating the Return on Investment (ROI)
- A Basic ROI Formula
- Identifying and Measuring Tangible Benefits
- Identifying and Measuring Intangible Benefits
- Calculating Total Costs
- Making a Business Case
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
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: Millennials 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
- Arrival
- First Day
- First Week
- First Month
- Case Study
- Module Five: Review Questions
Module Six: Engaging the Millennial Employee
- Create An Informal Program Rather Than A Formal One
- Engage Employees One On One
- Role of Human Resources
- Role of Managers
- Case Study
- Module Six: Review Questions
Module Seven: Following Up with the Millennial Employee
- Initial Check In – One on One
- Following Up – Regular, Informal Follow Ups
- Setting Schedules – Millennials and Work/Life
- Mentoring the Millennial Case Study
- Module Seven: Review Questions
Module Eight: Setting Expectations with the Millennial Employee
- Define Requirements – Provide Specific Instructions
- Identify Opportunities for Improvement and Growth
- Set Verbal Expectations – Specific, Clear, Systematic
- Put It In Writing – Specific, Clear, Systematic
- Case Study
- Module Eight; Review Questions
Module Nine: Mentoring the Millennial Employee
- Be Hands-On and Involved
- Serial Mentoring
- Be a Mentor, Not an Authority Figure
- Focus Millennials’ Exploratory Drive on Work
- Case Study
- Module Nine: Review Questions
Module Ten: Assigning Work to the Millennial Employee
- Provide Clear Structure and Guidelines
- Provide Specific Benchmarks
- Set Boundaries and Provide Reality Checks
- Guide, Don’t Dictate
- Case Study
- Module Ten: Review Questions
Module Eleven: Pulling it All Together
- Millennials Thrive on Feedback
- Characteristics of Good Feedback
- Informal Feedback
- Formal Feedback
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Understanding Training and Facilitation
- What is Training?
- What is Facilitation?
- Identifying Appropriate Situations for Each
Module Three: Gathering Materials
- Identifying Participants’ Needs
- Reviewing the Materials
- Identifying and Resolving Gaps
Module Four: Creating a Lesson Plan
- Planning for the Basics
- Adding Slack Time
- Creating a Plan B
- A Take-Home Template
Module Five: Choosing Activites
- Types of Activities
- Creating a Tickle Trunk
- What To Do When Games Go Wrong
Module Six: Preparing for the Workshop
- Creating a Materials List
- Gathering Participant Information
- Setting Up the Physical Location
Module Seven: Getting off on the Right Foot
- Greeting Participants
- Being Prepared
- Using Icebreakers
Module Eight: Delivery Tips and Tricks
- Using Visual Aids
- Creating Support Materials
- Gauging When It’s Time For A Break
Module Nine: Keeping it Interactive
- Encouraging Discussion
- Using Group Work
- The Power of Post-It Notes
Module Ten: Dealing with Difficult Participants
- The Ground Rules
- Challenges and Solutions
- Handling Interruptions
Module Eleven: Tackling Tough Topics
- Tough Stuff to Watch Out For
- Adjusting Your Material for a Sensitive Issue
- Dealing with Sensitive Issues in the Workshop
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
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
Module Six: Ergonomics
- Common Ergonomic Related Injuries
- Assess Risks
- Equipment Changes
- Training
- Case Study
- Module Six: Review Questions
Module Seven: Workplace Violence
- Identify Stressors and Triggers
- Substance Abuse
- Report Policies
- Training and Emergency Plans
- Case Study
- Module Seven: Review Questions
Module Eight: Transportation
- Assess Transportation
- Onsite
- Off-site
- Policies to Prevent Injury
- Case Study
- Module Eight: Review Questions
Module Nine: Machinery
- Identify Machines and Their Risks
- Establish Safeguards
- Limit Use
- Care and Maintenance
- Case Study
- Module Nine: Review Questions
Module Ten: Safety Program
- Risk Assessment
- Establish Goals and Objectives
- Develop Policies and Procedures
- Training
- Case Study
- Module Ten: Review Questions
Module Eleven: Monitoring
- Establish Target KPIs
- Audits and Inspections
- Reports of Incidents
- Assess Data
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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 Makes 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
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: The Background
- The Law
- Identifying Harassment
- Anti-Harassment
- Policies
Module Three: Developing an Anti-Harassment Policy
- An 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment
- Workshop Objectives
- The Parking Lot
- Action Plans
Module Two: Bloom’s Taxonomy
- Bloom’s Theory
- History
- New Understanding
- Definition
- Case Study
- Module Two: Review Questions
Module Three: Knowledge
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Three: Review Questions
Module Four: Comprehension
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Four: Review Questions
Module Five: Application
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Five: Review Questions
Module Six: Analysis
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Six: Review Questions
Module Seven: Synthesis
- Behavior Actions
- Examples
- Implementation
- Case Study
- Module Seven: Review Questions
Module Eight: Evaluation
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Eight: Review Questions
Module Nine: Updated Version
- Remembering and Understanding
- Applying and Analyzing
- Evaluating
- Creating
- Case Study
- Module Nine: Review Questions
Module Ten: Types of Knowledge
- Factual
- Conceptual
- Procedural
- Metacognitive
- Case Study
- Module Ten: Review Questions
Module Eleven: Training
- Examples
- Problem Solving
- Qualitative Assessments
- Create Plans
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Bloom’s Taxonomy
- Bloom’s Theory
- History
- New Understanding
- Definition
- Case Study
- Module Two: Review Questions
Module Three: Observation
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Three: Review Questions
Module Four: Imitation
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Four: Review Questions
Module Five: Manipulation
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Five: Review Questions
Module Six: Precision
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Six: Review Questions
Module Seven: Articulation
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Seven: Review Questions
Module Eight: Naturalization
- Behavior
- Actions
- Examples
- Implementation
- Case Study
- Module Eight: Review Questions
Module Nine: Versions of Psychomotor Domain
- Dave’s Theory
- Harrow
- Simpson
- Differences and Similarities
- Case Study
- Module Nine: Review Questions
Module Ten: Psychomotor Measurements
- Agility
- Precision
- Endurance
- Speed
- Case Study
- Module Ten: Review Questions
Module Eleven: Skills to Consider when Planning
- Gross Movement
- Fine Motor Control
- Verbal
- Nonverbal
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
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
- Accept
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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Components of Critical Thinking
- Applying Reason
- Open Mindedness
- Analysis
- Logic
- Case Study
- Module Two: Review Questions
Module Three: Non-Linear Thinking
- Step Out of Your Comfort Zone
- Don’t Jump to Conclusions
- Expect and Initiate Change
- Being Ready to Adapt
- Case Study
- Module Three: Review Questions
Module Four: Logical Thinking
- Ask The Right Questions
- Organize the Data
- Evaluate the Information
- Draw Conclusions
- Case Study
- Module Four: Review Questions
Module Five: Critical Thinkers (I)
- Active Listening
- Be Curious
- Be Disciplined
- Be Humble
- Case Study
- Module Five: Review Questions
Module Six: Critical Thinkers (II)
- Seeing the Big picture
- Objectivity
- Using Your Emotions
- Being Self-Aware
- Case Study
- Module Six: Review Questions
Module Seven: Evaluate Information
- Making Assumptions
- Watch out for Bias
- Ask Clarifying Questions
- SWOT Analysis
- Case Study
- Module Seven: Review Questions
Module Eight: Benefits of Critical Thinking
- Being More Persuasive
- Better Communication
- Better Problem Solving
- Increased Emotional Intelligence
- Case Study
- Module Eight: Review Questions
Module Nine: Changing Your Perspective
- Limitations of Your Point of View
- Considering Others Viewpoint
- Influences on Bias
- When New Information Arrives
- Case Study
- Module Nine: Review Questions
Module Ten: Problem Solving
- Identify Inconsistencies
- Trust Your Instincts
- Asking Why?
- Evaluate the Solution(s)
- Case Study
- Module Ten: Review Questions
Module Eleven: Putting it All Together
- Retaining Your New Skills
- Reflect and Learn From Mistakes
- Always Ask Questions
- Practicing Critical Thinking
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- OBody 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Overcoming Procrastination (I)
- Eat That Frog!
- Just Do It
- The 15 Minute Rule
- Chop it Up
- Case Study
- Module Two: Review Questions
Module Three Overcoming Procrastination (II)
- Remove Distractions
- Start Small and Build
- Reward Yourself
- Set Realistic Deadlines
- Case Study
- Module Three: Review Questions
Module Four: Four P’s of Goals Setting
- They Need to be Positive
- They Need to be Personal
- They Need to be Possible
- They Need to be Prioritized
- Case Study
- Module Four: Review Questions
Module Five: Improving Motivation
- Remember Peak Moments
- Write Your Goals Down
- Use Gamification
- Track Your Progress
- Case Study
- Module Four: Review Questions
Module Six: Wise Time Management
- Urgent/Important Matrix
- The 80/20 Rule
- Utilize a Calendar
- Create a Ritual
- Case Study
- Module Six: Review Questions
Module Seven: Tips for Completing Tasks
- One Minute Rule
- Five Minute Rule
- Break Up Large Tasks
- Utilize Technology
- Case Study
- Module Seven: Review Questions
Module Eight: Increase Your Productivity
- Repeat What Works
- Get Faster
- Remove “Should” from Your Dictionary
- Build on Your Successes
- Case Study
- Module Eight: Review Questions
Module Nine: To Do List Characteristics
- Focus on the Important
- Chunk, Block, Tackle
- Make It a Habit
- Plan Ahead
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What is Mindfulness?
- Buddhist Concept
- Bare Attention
- Memory
- Psychologist Concept
- Case Study
- Module Two: Review Questions
Module Three: Practicing Mindfulness
- Mindfulness Meditation
- Attention
- Acceptance
- Scanning
- Case Study
- Module Three: Review Questions
Module Four: Emotional IQ
- Purpose of Emotions
- Performance Emotions
- Swing Emotions
- Blue Emotions
- Case Study
- Module Four: Review Questions
Module Five: Cognitive Distortion I
- Dichotomous Reasoning
- Magnification and Minimization
- Filtering (Including Disqualifying)
- Jumping to Conclusions
- Case Study
- Module Five: Review Questions
Module Six: Cognitive Distortion II
- Destructive Labelling
- Personalizing
- Blaming
- The Tyranny of the Should
- Case Study
- Module Six: Review Questions
Module Seven: Mindfulness Based Cognitive Therapy
- Mental Modes
- Doing Mode
- Being Mode
- Metacognitive Awareness
- Case Study
- Module Seven: Review Questions
Module Eight: Mindfulness and Gratitude
- What is Gratitude?
- Gratitude Journal
- Gratitude Exercise
- How to Form a Habit
- Case Study
- Module Eight: Review Questions
Module Nine: Cultivating High Performance Emotions
- Emotion-Cognition-Behavior Triangle
- Cultivating Enthusiasm
- Cultivating Confidence
- Cultivating Tenacity
- Case Study
- Module Nine: Review Questions
Module Ten: Mindfulness and Customer Service
- Individually Focused
- Active Listening
- Building a Rapport
- Timing
- Case Study
- Module Ten: Review Questions
Module Eleven: Mindfulness and Leadership
- Mental Resilience
- Focus
- Compassion
- Creativity
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words From The Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans And Evaluations
Module One: Getting Started
- Housekeeping items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What is the Self?
- The Physical Self
- The Emotional Self
- The Psychological Self
- The Spiritual Self
- Case Study
- Module Two: Review Questions
Module Three: Awareness of the Physical Self
- Scanning
- Progressive Relaxation
- Physical Stressors
- Exercise
- Case Study
- Module Three: Review Questions
Module Four: Time Management
- Organization
- Goal Management
- Priorities
- Procrastination
- Case Study
- Module Four: Review Questions
Module Five: The Emotional Self
- Validity of Emotions
- Utility of Emotions
- Arousal
- Valence
- Case Study
- Module Five: Review Questions
Module Six: Mood Management
- Emotional Intelligence
- Categories of Emotions
- Increasing Arousal
- Decreasing Arousal
- Case Study
- Module Six: Review Questions
Module Seven: The Psychological Self
- Thinking Style
- Learning Style
- Personality Style
- Distorted Thinking
- Case Study
- Module Seven: Review Questions
Module Eight: Interpersonal Awareness
- Addressing Different Thinking Styles
- Addressing Different Learning Styles
- Active Listening and Body Language
- Transactional Analysis
- Case Study
- Module Eight: Review Questions
Module Nine: The Spiritual Self
- Mindfulness
- Meditation
- Cultivating Positivity
- Gratitude
- Case Study
- Module Nine: Review Questions
Module Ten: Limitations of Self Awareness
- Navel Gazing
- Dangers of Excessive Self Discipline
- Humility
- Empathy
- Case Study
- Module Ten: Review Questions
Module Eleven: Independence Versus Interdependence
- What is Interdependence?
- Systems Theory
- More Than the Sum of All Parts
- Team Building
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Plan Ahead For Happiness
- Have A Nightly Routine
- Get At Least Eight Hours Of Sleep
- Wake Up Early
- Give Yourself Extra Commute Time
- Case Study
- Module Two: Review Questions
Module Three: Plan Your Day
- Arrive 10-15 Minutes Early
- Check Your Calendar For Action Items
- Create A To Do List For The Day
- Build In Breaks
- Case Study
- Module Three: Review Questions
Module Four: Relate To Others
- Greet Your Colleagues
- Smile!
- Build Your Support Team And Check In Regularly
- Take Time To Socialize
- Case Study
- Module Four: Review Questions
Module Five: Go To Your Happy (Work) Space
- Create a Workspace That Makes You Happy
- Clear The Clutter
- Bring In Personal Touches
- Add Some Green!
- Case Study
- Module Five: Review Questions
Module Six: Accentuate The Positive
- Use A Daily Affirmation
- Surround Yourself With Positive People
- Limit Your Negative Interactions
- Build Friendships
- Case Study
- Module Six: Review Questions
Module Seven: Use Your Benefits
- Use Your Vacation And Paid Time Off!
- Exercise Your Way To Happy!
- Employee Assistance Programs
- Other Benefits- Credit Union, Direct Deposit, Etc.
- Case Study
- Module Seven: Review Questions
Module Eight: Take Control Of Your Career Happiness
- Take Control Of Your Professional Development
- Seek Frequent Feedback
- Practice Professional Courage
- Seek Mentoring, And Seek To Mentor Others
- Case Study
- Module Eight: Review Questions
Module Nine: Set Boundaries
- Learn To Say No
- Learn To Say Yes
- Protect Your Downtime
- Know When To Call It A Day
- Case Study
- Module Nine: Review Questions
Module Ten: Practice Positivity
- Keep Your Interactions Positive
- Practice Gratitude
- Address Conflict Or Misunderstandings Directly And Positively
- Look for the Silver Lining
- 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
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Dealing with Awkward Points
- Checklist for Success
Module Four: Polishing Your resume
- Creating an Attractive Package
- About Branding
- Some Extra Touches
- Checklist for Success
Module Five: Writing a Cover Letter
- Types of Cover Letters
- First Contact Cover Letter
- Targeted Cover Letter
- Recommendation Cover Letter
- Creating a Template
- Customizing the Template
- Checklist for Success
Module Six: Creating a Portfolio
- When Do I Need a Portfolio?
- Types of Portfolios
- Working Portfolio
- Display Portfolio
- Assessment Portfolio
- Essential Elements
- Checklist for Success
Module Seven: Networking Skills
- 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
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Why You Need A Life Coach?
- Difficulty Making Life Decisions
- Prioritizing Projects and Timelines
- Urgent Situations
- Lack of Balance
- Case Study
- Module Two: Review Questions
Module Three: The Benefits of Life Coaching
- Set Performance targets
- Cope with Pressure and Stress
- Develop and Maintain Vision
- Maintain Motivation
- Case Study
- Module Three: Review Questions
Module Four: Life Coaching Challenges
- Lack of Commitment
- Procrastination
- Poor Communication Skills
- Lack of Direction
- Case Study
- Module Four: Review Questions
Module Five: Basic of a Structure Coaching Session
- Develop an Action Plan
- Ask Questions
- Overcome
- Set Timeline
- Case Study
- Module Five: Review Questions
Module Six: Essential Skills for Successful Coaching
- Listen with Curiosity
- Take in What You Hear
- Reflect with Accuracy
- Questioning for Exploration
- Case Study
- Module Six: Review Questions
Module Seven: Life Coaching Tools and Techniques
- Goal Tracking
- Journaling
- Life Coaching Assessments and Forms
- Homework Assignments and Action Items
- Case Study
- Module Seven: Review Questions
Module Eight: Life Coaching Specialized Areas (I)
- Relationship Coaching, Dating Coaching
- Health Coaching, Fitness Coaching
- Family Coaching, Parenting Coaching
- Spiritual Coaching
- Case Study
- Module Eight: Review Questions
Module Nine: Life Coaching Specialized Areas (II)
- General Life Coaching
- Image Coaching
- Communication Coaching, Creativity Coaching
- Career Coaching
- Case Study
- Module Nine: Review Questions
Module Ten: Life Coaching Specialized Areas (II)
- Retirement Coaching
- Leadership Coaching, Performance Coaching
- Business Coaching
- Executive Coaching
- Case Study
- Module Ten: Review Questions
Module Eleven: Apply What You Learned to the Workplace
- Have a Game Plan
- Link Game Plan and Goals
- Do Drills
- Assess Progress
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: The Benefits of Budgeting
- Getting Rid of Debt
- Generating Savings
- Reducing Stress and Anxiety
- Lessening Family Conflicts
- Case Study
- Module Two: Review Questions
Module Three: What to Consider Before Creating a Budget
- Understand Your Income
- Determine a Budget Duration
- Determine Expenses
- Track What’s Being Spent
- Case Study
- Module Three: Review Questions
Module Four: Types of Fixed Personal Expenses
- Utility Bills
- Housing Bills
- Transportation
- Debt Payments
- Case Study
- Module Four: Review Questions
Module Five: Types of Fluctuating Personal Expenses
- Personal Care
- Entertainment
- Eating Out
- Case Study
- Module Five: Review Questions
Module Six: Establish Your Goals
- Short Term vs Long Term
- Be realistic
- Actually Get Rid of Debt
- Save for the Future
- Case Study
- Module Six: Review Questions
Module Seven: Determine Where Cuts Can Be Made
- Cut Bad Habits
- Decrease transportation Costs
- Reduce Utility Bills
- Decrease Entertainment Expenses
- Case Study
- Module Seven: Review Questions
Module Eight: Tools
- Software
- Phone Applications
- The Envelope System
- Expenditure System
- Case Study
- Module Eight: Review Questions
Module Nine: Stick With Your Budget
- Use Cash for Weekly Allowance
- Accountability to Family or Friends
- Set Up a Different Account for Savings
- Remind Self of Benefit to Sticking with Budget
- Case Study
- Module Nine: Review Questions
Module Ten: Additional Ways to Make Money
- Make and Sell Items
- Sell Unused Items
- Small Part-Time Job
- Recycle for Money
- Case Study
- Module Ten: Review Questions
Module Eleven: Paying Off Debt
- Get Three Credit Reports
- Start with Small Stuff and Work Your Way Up
- Credit Card Hacks
- Investigate Student Loan Repayment or Consolidation Options
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping items
- The Parking lot
- Workshop Objectives
Module Two: Common Types of Anxiety
- Social Anxiety
- Generalized Anxiety Disorder
- Panic Disorder
- Phobias
- Case Study
- Module Two: Review Questions
Module Three: Recognizing Symptoms in Others
- Avoiding Social Situations
- Difficulty in Accepting Negative Feedback
- Difficulty in Focusing on Tasks
- Irrational Fears
- Case Study
- Module Three: Review Questions
Module Four: Coping Strategies (I)
- Keeping a Journal
- Power of Positive Thinking
- Have a “Me” Place You Can Go
- Establish Attainable Goals
- Case Study
- Module Four: Review Questions
Module Five: Coping Strategies (II)
- Talk With Friends and Family
- Get Enough Sleep
- Eating Well and Exercise
- Begin Small and Build Up to Larger Challenges
- Case Study
- Module Five: Review Questions
Module Six: Don’t Avoid the Situation
- It’s OK to Make a Mistake
- Accept the Situation, and Move On
- Avoidance Can Cause a Cycle of Anxiety
- Identify the Trigger
- Case Study
- Module Six: Review Questions
Module Seven: Differences in Anxiety and Normal Nervousness
- It Runs Along a Spectrum
- Anxiety Can Happen Without a Cause
- The Length of Time Symptoms Last
- It’s an Exaggeration of Normal Feelings
- Case Study
- Module Seven: Review Questions
Module Eight: Physical Symptoms
- Rapid Heartbeat
- Panic Attack
- Headache
- Trembling or Shaking
- Case Study
- Module Eight: Review Questions
Module Nine: Recognize the Positive Aspects of Anxiety
- It Alerts Us to Danger
- Improves Self-Awareness
- Can Be a Great Motivator
- Prevent Mistakes
- Case Study
- Module Nine: Review Questions
Module Ten: Common Anxiety Triggers
- Uncertainty or Fear of the Unknown
- Holding in Feelings
- Public Speaking/Speaking Up
- Trying to be Perfect
- Case Study
- Module Ten: Review Questions
Module Eleven: When to Seek Extra Help?
- Feeling Overwhelmed
- Physical Changes
- Unable to Work or Function
- Panic Attacks
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Setting SMART Goals
- The Three P’s
- The SMART Ways
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans
Module Two: Increase Your Self-Awareness
- Remove or Limit Self-Deception
- Ask for Feedback
- Be Open to Change
- Reflect on Your Actions
- Case Study
- Module Two: Review Questions
Module Three: The Keys to Empathy
- Listening and Paying Attention
- Don’t Judge
- Shift Your View
- Don’t Show Fake Emotions
- Case Study
- Module Three: Review Questions
Module Four: Active Listening
- Attunement
- Don’t Jump to Conclusions
- Shift Your Focus
- Don’t Discount Feelings
- Case Study
- Module Four: Review Questions
Module Five: Insight on Behavior
- Perception
- Facts vs. Emotion
- Online Communication
- Listen and Watch More
- Case Study
- Module Five: Review Questions
Module Six: Interpersonal Communication
- Give Respect and Trust
- Be Consistent
- Always Keep Your Cool
- Observing Body Language
- Case Study
- Module Six: Review Questions
Module Seven: Social Cues (I)
- Recognize Social Situations
- The Eyes Have It
- Non-Verbal Cues
- Verbal Cues
- Case Study
- Module Seven: Review Questions
Module Eight: Social Cues (II)
- Spectrum of Cues
- Review and Reflect
- Being Adaptable and Flexible
- Personal Space
- Case Study
- Module Eight: Review Questions
Module Nine: Conversation Skills
- Current Events
- Conversation Topics
- Cues to Watch For
- Give People Your Attention
- Case Study
- Module Nine: Review Questions
Module Ten: Body Language
- Be Aware of Your Movements
- It’s Not What You Say, It’s How You Say It
- Open Vs. Closed Body Language
- Communicate with Power
- Case Study
- Module Ten: Review Questions
Module Eleven: Building Rapport
- Take the High Road
- Forget About Yourself
- Remembering People
- Ask Good Questions
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Setting the Right Group Dynamic (I)
- Communicating
- Collaborating
- Sharing of Best Practices
- Refining Ideas
- Case Study
- Module Two: Review Questions
Module Three: Setting the Right Group Dynamic (II)
- Diversity Builds Knowledge
- Social Interactions
- People Are Different
- Dealing with Difficult People
- Case Study
- Module Three: Review Questions
Module Four: Develop a Social Learning Culture at Work (I)
- Making the Connection
- Tagging Star Employees
- Recognizing Teaching Movements
- Culture of Questioning
- Case Study
- Module Four: Review Questions
Module Five: Develop a Social Learning Culture at Work (II)
- Safe to Share Environment
- Instilling a Passion for Learning
- Instill a Sense of Sharing
- Learning in the Social Unit
- Case Study
- Module Five: Review Questions
Module Six: Develop a Social Learning Culture at Work (III)
- Remove Fear of Feedback or Criticism
- Creating a Social Unit
- Imitation and Modeling
- Empowering Learners
- Case Study
- Module Six: Review Questions
Module Seven: Role Playing (I)
- Identify Work Related Scenarios
- Add Variables
- Assign Roles
- Prepare Role-Players
- Case Study
- Module Seven: Review Questions
Module Eight: Role Playing (II)
- Act It Out
- Debrief
- Mirror Good Examples
- General Role Playing Tips
- Case Study
- Module Eight: Review Questions
Module Nine: Utilizing the Right Tools (I)
- Mentoring
- Social Media
- Critical Thinking
- Gamification
- Case Study
- Module Nine: Review Questions
Module Ten: Utilizing the Right Tools (II)
- Relevant Resources Selection
- Job Shadowing
- Knowledge Management
- Social Facilitation
- Case Study
- Module Ten: Review Questions
Module Eleven: Modeling and Observational Learning
- Inspired by leaders
- Boosting Self-Efficacy
- Peer Role Models
- Generating Engagement
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What is Initiative?
- Definition
- Benefits, Personal and Professional
- Why People Do Not Take Initiative
- Make Initiative a Priority
- Case Study
- Module Two: Review Questions
Module Three: Know Clients
- Be Open Minded
- Be Adaptable
- Making Decisions
- Take Responsibility
- Case Study
- Module Three: Review Questions
Module Four: Recognize When You Can Step In
- Know Your Strengths and Skills
- Go the Extra Mile
- Listen Carefully
- Fill in the Gaps
- Case Study
- Module Four: Review Questions
Module Five: Recognize When You Can Go Outside the Normal
- Consider Culture and Values Before Acting
- Is It in the Scope of Your Authority?
- Communicate Ideas
- Act on Solutions
- Case Study
- Module Five: Review Questions
Module Six: Weighing the Consequences
- Ask Questions
- Risk, Impact, or Cost Analysis
- Is Authorization Necessary?
- When Risks Are Too High
- Case Study
- Module Six: Review Questions
Module Seven: Good or bad
- The Good
- The Bad
- Develop Judgement
- Avoid Acting on Emotion
- Case Study
- Module Seven: Review Questions
Module Eight: Confidence
- Are You Confident?
- Build Confidence
- Positive Thinking
- Visualization
- Case Study
- Module Eight: Review Questions
Module Nine: Find Opportunities
- Internal Opportunities
- External Opportunities
- Apply Core Competencies
- What Problems Exist, and Will They Grow?
- Case Study
- Module Nine: Review Questions
Module Ten: Be Persistent
- Handle Setbacks
- Manage Change
- Modify Ideas When Necessary
- Move Forward
- Case Study
- Module Ten: Review Questions
Module Eleven: Balance Initiative and Restraint
- Consider the Work Involved in an Idea
- Develop Emotional Intelligence
- Know the Buy-In of Stakeholders
- Do Not Push All Ideas Forward
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Benefits of a Healthy Balance
- Why It’s Important
- Increased Productivity
- Improved Mental and Physical Health
- Increased Morale
- Case Study
- Module Two: Review Questions
Module Three: Signs of an Imbalance
- Health Risks
- Absenteeism
- Burnout
- Stress
- Case Study
- Module Three: Review Questions
Module Four: Employer Resources
- Offer More Employee Control
- Ask Employees for Suggestions
- Employee Assistance Program (EAP)
- Reward Your Staff
- Case Study
- Module Four: Review Questions
Module Five: Tips in Time Management
- The Urgent/Important Matrix
- Learn to Say No
- Stay Flexible
- 80/20 Rule
- Case Study
- Module Five: Review Questions
Module Six: Goal Setting
- The Three P’s
- SMART Goals
- Visualization
- Prioritizing Your Goals
- Case Study
- Module Six: Review Questions
Module Seven: Optional Ways to Work
- Telecommuting
- Job Sharing
- Job Redesign
- Flex Time
- Case Study
- Module Seven: Review Questions
Module Eight: At Work
- Leave Home Stress at Home
- Break Up Large Tasks
- Delegate
- Set Accurate Goals
- Case Study
- Module Eight: Review Questions
Module Nine: At Home
- Leave Work Stress at Work
- Turn Your Phone Off
- Take Some Me Time
- Maintain Your Boundaries
- Case Study
- Module Nine: Review Questions
Module Ten: Stress Management
- Exercise
- Eating Well
- Getting Enough Sleep
- Self-Assessment
- Case Study
- Module Ten: Review Questions
Module Eleven: Working in a Home Office
- Setting Up a Home Office
- Setting Boundaries
- Dealing with Distractions
- Make a Schedule and Stick to It
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Communicating with Body Language
- Learning a New Language
- The Power of Body Language
- More Than Words
- Actions Speak Louder Than Words
- Case Study
- Module Two: Review Questions
Module Three: Reading Body Language
- Head Position
- Translating Gestures Into Words
- Open Vs. Closed Body Language
- The Eyes Have It
- Case Study
- Module Three: Review Questions
Module Four: Body Language Mistakes
- Poor Posture
- Invading Personal Space
- Quick Movements
- Fidgeting
- Case Study
- Module Four: Review Questions
Module Five: Gender Differences
- Facial Expressions
- Personal Distances
- Female Body Language
- Male Body Language
- Case Study
- Module Five: Review Questions
Module Six: Non-Verbal Communication
- Common Gestures
- The Signals You Send to Others
- It’s Not What You Say, It’s How You Say It
- What Your Posture Says
- Case Study
- Module Six: Review Questions
Module Seven: Facial Expressions
- Linked with Emotion
- Micro-Expressions
- Facial Action Coding System (FACS)
- Universal Facial Expressions
- Case Study
- Module Seven: Review Questions
Module Eight: Body Language in Business
- Communicate With Power
- Cultural Differences
- Building Trust
- Mirroring
- Case Study
- Module Eight: Review Questions
Module Nine: Lying and Body Language
- Watch Their Hands
- Forced Smiles
- Eye Contact
- Changes in Posture
- Case Study
- Module Nine: Review Questions
Module Ten: Improve Your Body Language
- Be Aware of Your Movements
- The Power of Confidence
- Position and Posture
- Practice In a Mirror
- Case Study
- Module Ten: Review Questions
Module Eleven: Matching Your Words to Your Movement
- Involuntary Movements
- Say What You Mean
- Always Be Consistent
- Actions Will Trump Words
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: The Basics (I)
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
- Case Study
- Review Questions
Module Three: The Basics (II)
- Getting Beyond The Gate Keeper
- Controlling The Call
- Difficult Customers
- Reporting
- Case Study
- Review Questions
Module Four: Phone Etiquette
- Preparation
- Building Rapport
- Speaking Clearly- Tone of Voice
- Effective Listening
- Case Study
- Review Questions
Module Five: Tools
- Self-Assessments
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
- Case Study
- Review Questions
Module Six: Speaking Like a Star
- S = Situation
- T = Task
- A = Action
- R = Result
- Case Study
- Review Questions
Module Seven: Types of Questions
- Open Question
- Closed Question
- Ignorant Redirection
- Positive Redirection
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What Is a Coach?
- Be a Coach
- Roles
- Responsibilities
- Face Challenges
- Case Study
Module Three: Coaching
- Be Confident
- Build Connections
- Communicate
- Focus on the Process
- Case Study
- Module Three: Review Questions
Module Four: Process
- Define Effective Salespeople
- Coaching vs. Training
- How Coachable Is an Employee (A G.R.O.W.T.H.)
- Avoid the Gap
- Case Study
- Module Four: Review Questions
Module Five: Inspiring
- Individualize
- Personalize Rewards
- Acknowledge Success
- Provide Opportunities Over Punishment
- Case Study
- Module Five: Review Questions
Module Six: Authentic Leadership
- Vulnerability
- Be Yourself and Encourage Individuality
- Listening
- Appreciate Effort
- Case Study
- Module Six: Review Questions
Module Seven: Best Practices
- SMART Goals
- Be realistic
- Brainstorm Options
- Take Away
- Case Study
- Module Seven: Review Questions
Module Eight: Competition
- Social Pressure
- Gamification
- Rewards
- Don’t Go Overboard
- Case Study
- Module Eight: Review Questions
Module Nine: Data
- Provide Clear Metrics
- Measurable Results
- Analyze Data
- Visualize Trends
- Case Study
- Module Nine: Review Questions
Module Ten: Maintenance Strategies
- Benefits of Internal Program
- Choose a Method
- Create a Culture
- Train Coaches
- Case Study
- Module Ten: Review Questions
Module Eleven: Avoid Common Mistakes
- Poor Leadership
- Ineffective Communication
- Incomplete Data
- Don’t Be Afraid to Let Go
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: It Starts at the Top
- Create an Open Culture
- Understand Goals
- Understand Agents’ Responsibilities
- Identify Education Opportunities
- Case Study
- Module Two: Review Questions
Module Three: Peer Training
- Top Performing Employees
- Discuss Role with Company
- Critique Previously Recorded calls
- Cross training
- Case Study
- Module Three: Review Questions
Module Four: How to Build Rapport
- Smile in Your Voice
- Engage In Small Talk
- Listen, Acknowledge, and Empathize
- Be Yourself
- Case Study
- Module Four: Review Questions
Module Five: Learn to Listen
- Allow Customer to Talk
- Avoid Judgement
- Take Notes
- Recap the Call
- Case Study
- Module Five: Review Questions
Module Six: Manners Matter- Etiquette & Customer Service (I)
- Scripting
- Dead Air
- Tone & Infection
- Saying it the Right Way
- Case Study
- Module Six: Review Questions
Module Seven: Manners Matter- Etiquette & Customer Service (II)
- “Reading” Your Customers
- Properly Transferring Calls
- Going the Extra Mile
- Limit Information
- Case Study
- Module Seven: Review Questions
Module Eight: Handling Difficult Customers
- Keep Calm
- Listen, Repeat, and
- Avoid Placing Blame
- Solve the Problem
- Case Study
- Module Eight: Review Questions
Module Nine: Getting the Necessary Information
- Have a Checklist
- Linear thinking
- Open-Ended Questions
- Close-Ended Questions
- Case Study
- Module Nine: Review Questions
Module Ten: Performance Evaluations
- Consistent Service
- Abandoned Calls
- Speed of the Answer
- Length of Call
- Case Study
- Module Ten: Review Questions
Module Eleven: Training Doesn’t Stop
- Evaluate Progress
- Get Feedback on Training
- Kudos to Deserving Employees
- Have Monthly Meetings
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: What Can a Webinar Do?
- Marketing to Prospective Customers
- Training or Teaching
- Demonstrations and Presentations
- Information Sharing
- Case Study
- Module Two: Review Questions
Module Three: Successful Webinar Criteria
- Passion and Enthusiasm
- Value
- Knowing Your Target Audience
- Grab and Keep Attention
- Case Study
- Module Three: Review Questions
Module Four: Find the Right Format
- Tailor it To Your Audience
- Pre-Recorded
- The Live Webinar
- Two Person Team
- Case Study
- Module Four: Review Questions
Module Five: Marketing and Social Media
- Blog Posts and White Papers
- Email Marketing
- Offer an Exclusive Deal
- Hashtags
- Case Study
- Module Five: Review Questions
Module Six: Drive Up registration
- Avoiding SPAM Filter
- A Great Title
- Solicit Questions
- The Registration Page
- Case Study
- Module Six: Review Questions
Module Seven: Leading Up to your Webinar
- Reminder Emails
- Practice and Rehearse
- Test Your Technology
- Insert Solicited Questions
- Case Study
- Module Seven: Review Questions
Module Eight: Presentation Tips
- Show, Don’t Tell
- Sharing Your Desktop
- Strong Visuals
- Script It
- Case Study
- Module Eight: Review Questions
Module Nine: Interacting With Your Audience
- Polling and Surveying
- Answer Solicited Questions
- Activities
- Q&A Session
- Case Study
- Module Nine: Review Questions
Module Ten: Mistakes to Avoid
- Technical Issues
- Ignoring Your Audience
- Audience Not Participating?
- Timing
- Case Study
- Module Ten: Review Questions
Module Eleven: Post Event
- Contact No Shows
- Follow Up Email
- Call to Action
- Make it Easy to Share
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: The Many Types Of Recognition Programs
- Safety Incentives
- Years of Service
- Productivity
- Attendance & Wellness Incentives
- Case Study
- Module Two: Review Questions
Module Three: Designing Employee Recognition Programs
- Purpose
- Budget
- Keep It Simple
- Employee Involvement
- Case Study
- Module Three: Review Questions
Module Four: How To Get The Buzz Out About Your Program
- Be Creative With Designs
- Paper The Walls
- Use Social Media
- Go Mobile!
- Case Study
- Module Four: Review Questions
Module Five: It Starts From The Top
- Identifying Desirable Behaviors
- Understanding The Goals Of The Company
- Setting Guidelines
- Providing Go-To Recognition Templates
- Case Study
- Module Five: Review Questions
Module Six: Creating A Culture Of Recognition
- Keep Your Staff “In The Know”
- Empower Employees With Peer To Peer Recognition
- Team Building: Encourage Camaraderie
- Motivate By Promoting Fun
- Case Study
- Module Six: Review Questions
Module Seven: The Best Things In Life Are Free!
- Put A Spotlight On Employees In Staff Meetings
- Write It Down: Putting Your Appreciation In Writing
- Display Your Appreciation
- Make Work More Comfortable
- Case Study
- Module Seven: Review Questions
Module Eight: A Small Gesture Goes A Long Way
- Have A Party
- Make a Game Of It
- Reward With Small Gifts
- Give Them A Break
- Case Study
- Module Eight: Review Questions
Module Nine: Pulling Out The Red Carpet
- Have An Awards Ceremony
- Win Large Items
- Vacation
- Career Advancement
- Case Study
- Module Nine: Review Questions
Module Ten: The Don’ts of Employee Recognition
- Don’t Let Formal Recognition Supplant The Informal Kind
- Don’t Let It Become Stale
- Don’t Let It Become a Popularity Contest
- Make Sure The Prize Is Motivational
- Case Study
- Module Ten: Review Questions
Module Eleven: Maintaining Employee Recognition Programs
- Change The Membership
- Include Explanation Of The Program In Your New Employee Orientation
- Keep Marketing!
- Annual Awards Ceremonies
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion Of Action Plans And Evaluations
- Recommended Reading
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Types of Events
- Awards
- Charity
- Conferences and Seminar
- Holiday
- Case Study
- Module Two: Review Questions
Module Three: Brainstorming
- Determine the Event’s Purpose
- Determine a Theme
- Write Down & Review Ideas
- Determine a Date
- Case Study
- Module Three: Review Questions
Module Four: Types of Entertainment
- Games
- Activities
- Speakers
- Performers
- Case Study
- Module Four: Review Questions
Module Five: Support Staff
- Security
- Valet
- Wait Staff
- Clean Up Crew
- Module Five: Review Questions
Module Six: Technical Staff
- Visual Technician (lighting)
- Media Technician (website, Facebook, etc.)
- Audio Technician (sound)
- Specialized Electrical Equipment Technician (for performers)
- Case Study
- Module Six: Review Questions
Module Seven: Vendors
- Food
- Equipment
- Decorations and Furnishing
- Photography/ Video
- Case Study
- Module Seven: Review Questions
Module Eight: Finalize The Plan
- Venue
- Registration
- Entertainment
- Cuisine and Décor
- Case Study
- Module Eight: Review Questions
Module Nine: Administrative Tasks
- Create a Budget
- Branding and Marketing
- Insurance and Permits
- Contracts (for event staff, entertainment, rentals, and vendor)
- Case Study
- Module Nine: Review Questions
Module Ten: Get Organized
- Form a Team
- Timeline
- Checklists
- Backup Plans
- Case Study
- Module Ten: Review Questions
Module Eleven: Post Event Activities
- Survey
- Share Media (photos and video)
- Send Thank You Notes
- Start Planning the Next Event!
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of the Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: The Benefits of High Performance Teams
- Creates Loyalty
- Optimum Productivity
- Collaboration
- Creates Visibility
- Case Study
- Module Two: Review Questions
Module Three: Challenges of High Performance Teams
- Can Create Competition
- High Turn-Over Rate
- Negative Focus on Productivity
- Fear of Failure
- Case Study
- Module Three: Review Questions
Module Four: How to Build and Lead High Performance Teams
- Promote Understanding
- Provide Adequate Knowledge
- Facilitate Effective Interaction
- Conduct Effective Meetings
- Case Study
- Module Four: Review Questions
Module Five: Characteristics of High Performance Teams
- Understand the Big Picture
- Have Common Goals
- Work Collaboratively
- Produce Quality Results
- Case Study
- Module Five: Review Questions
Module Six: Roles of an Effective Team Leader
- Provides Adequate Training
- Timely, Constructive Feedback
- Views Mistakes as Opportunities
- Environment of Problem-Solving
- Case Study
- Module Six: Review Questions
Module Seven: Traits of Great Leaders Leading High Performance Teams (I)
- Vision
- Patience
- Humility
- Humor
- Case Study
- Module Seven: Review Questions
Module Eight: Traits of Great Leaders Leading High Performance Teams (II)
- Courage
- Compliance
- Tolerance
- Gratitude
- Case Study
- Module Eight: Review Questions
Module Nine: Ideas for Motivating High Performance Teams
- Let Employees Be Idealists
- No Negative Criticism
- Give Ample Praise
- Have Lunch with Each Employee
- Case Study
- Module Nine: Review Questions
Module Ten: Steps to retaining High Performers
- Give Them Visibility
- Keep Them Entertained
- Reward Them
- Provide Them with Mentors
- Case Study
- Module Ten: Review Questions
Module Eleven: Augmenting Team Performance
- Authority
- Ask Questions
- Quickly Resolve Differences
- Practice Unanimity
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Remote Workforce
- What is a Remote Workforce?
- Types of Remote Workforce
- Benefits of a Remote Workforce
- Materials for Remote Workforce
- Case Study
- Module Two: Review Questions
Module Three: High Performance Teams
- What is a High Performance Team?
- Benefits of High Performance Team
- Leadership for High Performance Team
- Understanding Team Dynamics
- Case Study
- Module Three: Review Questions
Module Four: Characteristics of High Performance Teams
- Excellent Communication
- Goal-Oriented
- Flexibility
- Committed
- Case Study
- Module Four: Review Questions
Module Five: How To Create Teamwork
- Identify Group & Individual Responsibilities
- Give Permission to Take Action
- Build Relationships
- Give Feedback
- Case Study
- Module Five: Review Questions
Module Six: Types of Communication
- Virtual Team Meetings
- Telephone Conferences
- Email Communication
- Intranet, Webpage, and Social Media Communication
- Case Study
- Module Six: Review Questions
Module Seven: Training Your Team
- Telecommute Training
- Web-based Training
- Peer to Peer Training
- Training Assessment and Retraining
- Case Study
- Module Seven: Review Questions
Module Eight: Managing the Team
- Tracking Team Performance
- Counseling Employees
- Positive recognition for Employees
- Training Never Stops!
- Case Study
- Module Eight: Review Questions
Module Nine: Effective Team Meeting How-To
- Have a Clear Agenda
- Use Screen Shots or References
- Create a Safe Place
- Team Meeting Don’ts
- Case Study
- Module Nine: Review Questions
Module Ten: Keep Happy and Motivated High Performance Team
- Watch for Signs of Conflict or Unhappiness
- Employee Feedback and Concerns
- Give Opportunities for Additional Education
- Impact Opportunities for Career Growth
- Case Study
- Module Ten: Review Questions
Module Eleven: Don’ts with High Performance Teams
- Don’t Forget to Share Success
- 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 of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: In-Person Sales
- Definition
- Benefits
- Cost
- Effectiveness
- Case Study
- Module Two: Review Questions
Module Three: Examples of In-Person Sales
- Sales Call
- Retail
- FaceTime
- Meetings
- Case Study
- Module Three: Review Questions
Module Four: Sales Funnel
- Generate Leads
- Nurture Leads
- Acquire Customer Base
- Expand Customer Base
- Case Study
- Module Four: Review Questions
Module Five: Prepare
- Effective Methods to Generate Leads
- Know Your Customer
- Practice Sales Conversation
- Set Goals
- Case Study
- Module Five: Review Questions
Module Six: Presentation
- Determine Value
- Stay on Point
- Tie the Information to Customer Values
- Refer to Past Conversations
- Case Study
- Module Six: Review Questions
Module Seven: Engage
- Emotional Intelligence
- Allow Evaluation
- Overcome Objections
- Incentives
- Case Study
- Module Seven: Review Questions
Module Eight: Commitment
- A Verbal “Yes”
- Maintain Connection
- Remind Customer of Value
- Call to Action
- Case Study
- Module Eight: Review Questions
Module Nine: Sale
- It Isn’t Over Till It’s Over
- 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 of Parking lot
- Lessons Learned
- Recommended reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping items
- The Parking lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: SWOT Analysis in Marketing
- Strength
- Weaknesses
- Opportunities
- Threats
- Case Study
- Module Two: Review Questions
Module Three: Marketing Research
- Consume All Media
- Finding the Right Price
- Product Development and Improvement
- Identify Your Target Audience
- Case Study
- Module Three: Review Questions
Module Four: Real Time Marketing
- Dynamic Content
- Engagement Builds Followers
- Constant Readiness and Monitoring
- The Time the Place and the Media
- Case Study
- Module Four: Review Questions
Module Five: Brand Management
- Every Interaction Counts
- Consistent Through all Media
- Unique Qualities
- Needs to be Actively Managed
- Case Study
- Module Five: Review Questions
Module Six: Social Media (I)
- You are Building a Community
- A Personal Touch
- Brand Champions
- Make It Easy to Share
- Case Study
- Module Six: Review Questions
Module Seven: SEO Basics
- Relevant and Original Content
- Keywords
- Value Proposition
- Linking
- Case Study
- Module Seven: Review Questions
Module Eight: Social Media (II)
- Content is King
- Blog and Interact
- Webinars
- Constant Monitoring
- Case Study
- Module Eight: Review Questions
Module Nine: Website Characteristics
- SEO Optimization
- Landing Page
- Analytics
- Mobile and Tablet Friendly
- Case Study
- Module Nine: Review Questions
Module Ten: Capturing Leads
- Lead Management and Generation
- Give Something Away
- Quality vs. Quantity
- Capture Repeat Customers
- Case Study
- Module Ten: Review Questions
Module Eleven: Campaign Characteristics
- Tailored for Your Audience
- Use Powerful Words
- The 4 W’s of a Campaign
- Monitor and Tweak
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans
Module Two: What is marketing?
- What is a market?
- Marketing is Not Selling
- Understanding Customer Needs
- Defining Your Product or Service
- Case Study
- Module Two: Review Questions
Module Three: Common Marketing Types (I)
- Direct marketing
- Active Marketing
- Incoming marketing
- Outgoing Marketing
- Case Study
- Module Three: Review Questions
Module Four: Common Marketing Types (II)
- Guerilla Marketing
- B2B Marketing
- B2C Marketing
- Promotional Marketing
- Case Study
- Module Four: Review Questions
Module Five: The Marketing Mix
- Product
- Price
- Promotion
- Place
- Case Study
- Module Five: Review Questions
Module Six: Communicating the Right Way
- The Marketing Pitch
- Sell Value Not Price
- Fun and Entertaining is Powerful
- Choosing the Right Media
- Case Study
- Module Six: Review Questions
Module Seven: Customer Communications
- Give Your Customers a Voice
- It’s Not About You, It’s About Them
- Every Interaction Counts
- Answer Questions Honestly
- Case Study
- Module Seven: Review Questions
Module Eight: Marketing Goals
- Brand Switching
- Repeat Purchases
- Brand Loyalty
- Inform and Educate
- Case Study
- Module Eight: Review Questions
Module Nine: The Marketing Funnel
- Awareness
- Interest
- Desire
- Action
- Case Study
- Module Nine: Review Questions
Module Ten: Marketing Mistakes (I)
- Not Taking Social Media Seriously
- Not Having a USP
- Cross Cultural and International Translations
- Not Building a Relationship
- Case Study
- Module Ten: Review Questions
Module Eleven: Marketing Mistakes (II)
- Not Having a Plan
- Aiming at Everyone
- Not Tracking Metrics
- Not Listening to Your Customers
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Networking for Success (I)
- Overview
- Creating an Effective Introduction
- Making a Great First Impression
Module Three: Networking for Success (II)
- Overview
- Minimizing Nervousness
- Using Business Cards Effectively
- Remembering Names
Module Four: The Meet and Great
- Overview
- The Three-Step Process
- The Four Levels of Conversation
- Case Study (I)
- Case Study (II)
Module Five: Dressing for Success
- Overview
- The Meaning of Colors
- Interpreting Common Dress Codes
- Deciding What to Wear
Module Six: Writing
- Overview
- Business Letters
- Writing Proposals
- Reports
- Executive Summaries
Module Seven: Setting Goals
- Overview
- Understanding Goals
- SMART Goals
- Helping Others with Goal Setting
Module Eight: Media Relations
- Overview
- Television
- Web Presence, Blogs & the Internet
Module Nine: Issues and Crisis Communication Planning
- Overview
- Gauging the Impending Crisis Level
- Providing Feedback and Insights
- How Information Will be Distributed
Module Ten: Social Media (The PR Toolkit)
- Overview
- Blogs
- Wikis
- Podcasts
- Social Bookmarks
- RSS Feeds
Module Eleven: Employee Communications
- Overview
- Verbal Communication
- Non-Verbal Communication
- Email Etiquette
- Negotiation Skills
- Making an Impact
Module Twelve: Wrapping Up
- Overview
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Creating a Motivational Environment
- Frequent Team Check-Ins
- Train Your Team
- Emulate Best Practices
- One Size Does Not Fit All!
- Case Study
- Module Two: Review Questions
Module Three: Communicate to Motivate
- Regular Group Meetings
- Regular One on One Meetings
- Focus on Strengths and Development Areas
- Ask for Feedback
- Case Study
- Module Three: Review Questions
Module Four: Train Your Team
- Focus on Training and Development
- Peer Training
- Mentoring
- Keep the Focus Positive!
- Case Study
- Module Four: Review Questions
Module Five: Emulate Best Practices
- Look to Industry Leaders
- Solicit Team Member Suggestions
- Take a Field Trip!
- Leverage Outside Expertise
- Case Study
- Module Five: Review Questions
Module Six: Provide Tools
- The Right Tools
- Ask Team Members What Tools They Need
- Provide High Quality Tools
- Allow for Training
- Case Study
- Module Six: Review Questions
Module Seven: Find Out What Motivates Employees
- One Size Does Not Fit All
- Find What Motivates Individuals
- Find What Motivates the Team
- Tailor Rewards to Employees
- Case Study
- Module Seven: Review Questions
Module Eight: Tailor Rewards to the Employee
- Motivation is Personal!
- Choose 1-3 Motivators
- Employee’s Personal Goals
- Reward Achievements
- Case Study
- Module Eight: Review Questions
Module Nine: Create Team Incentives
- Incentives Foster Teamwork
- Team Goals
- Choose 1-3 Motivators
- Reward Achievements
- Case Study
- Module Nine: Review Questions
Module Ten: Implement Incentives
- Regular Incentives
- Mark Milestones
- Encourage Friendly Competition
- Keep Value Reasonable
- Case Study
- Module The: Review Questions
Module Eleven: Recognize Achievements
- Recognition Motivates!
- Recognize Achievements Regularly
- Recognize Achievements Publicly
- Document Achievements
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words From The Wise
- Review Of The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: How Does Multi-Level Marketing Work
- Networking Marketing
- Independent Agents
- Commission-Based
- Agents Recruit New Agents
- Case Study
- Module Two: Review Questions
Module Three: Building a Contact List
- Leverage Personal Networks
- Warm Lists
- Internet Lead Generation
- Purchasing Lead Lists
- Case Study
- Module Three: Review Questions
Module Four: Recruiting New Agents (I)
- Draw on Personal and Professional Network
- Recruit Satisfied Customers
- Recruit Those Who Seek Work Flexibility
- Stress Benefits of Being Agent
- Case Study
- Module Four: Review Questions
Module Five: Recruiting New Agents (II)
- Invitation to Marketing Presentation
- Focus Presentation on Benefits
- Showcase Success Stories
- Provide Several Presentation Media
- Case Study
- Module Five: Review Questions
Module Six: Training MLM Agents
- Sponsorship/Mentorship
- Provide Training in Marketing
- Provide Training in Recruitment
- Provide Ethics Training
- Case Study
- Module Six: Review Questions
Module Seven: Sponsorship/Mentorship
- Pair New Agents with Mentors
- Benefits of Sponsorship/Mentorship to Mentee
- Benefits of Sponsorship/Mentorship to Mentor
- Best Mentorship Practices
- Case Study
- Module Seven: Review Questions
Module Eight: Provide Marketing Presentation Training
- Provide Training in Presentations
- Provide Copies of Marketing Presentation
- New Recruits Practice Presentation
- Offer Marketing Resources
- Case Study
- Module Eight: Review Questions
Module Nine: Provide Social Media Training
- Social Media is Key to Networking!
- Websites and Blogs
- Facebook and Twitter
- Case Study
- Module Nine: Review Questions
Module Ten: Provide Training in Recruitment
- Building a Contact List
- Leveraging Personal and Professional Networks
- Provide Presentation/ “Elevator speech” Training
- Discuss Follow-up
- Case Study
- Module Ten: Review Questions
Module Eleven: Provide Ethics Training
- MLM and Bad Rap for Ethics
- Only Follow-up if Opted In
- Keeping the Sales Pitch Honest
- Keep Expectations Realistic
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Action Plans and Evaluation Forms
Module Two: Three Main Factors
- Skepticism
- Misunderstanding
- Stalling
- Module Two: Review Questions
Module Three: Seeing Objections as Opportunities
- Translating the Objection to a Question
- Translating the Objection to a Reason to Buy
- Case Study
- Module Three: Review Questions
Module Four: Getting to the Bottom
- Asking Appropriate Questions
- Common Objections
- Basic Strategies
- Case Study
- Module Four: Review Questions
Module Five: Finding a Point of Agreement
- Outlining Features and Benefits
- Identifying Your Unique Selling Position
- Agreeing with the Objection to Make the Sale
- Case Study
- Module Five: Review Questions
Module Six: Have the Client Answer Their Own Objection
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Prospecting
- Make it a Priority
- Identify Your Ideal Prospect
- Choose Prospecting Methods
- Make it a Habit
- Case Study
- Module Two: Review Questions
Module Three: Traditional Marketing Methods
- Cold Calling
- Direct Mail
- Trade Shows
- Networking
- Case Study
- Module Three: Review Questions
Module Four: New Marketing Methods
- Social Networks
- Search Engine Marketing
- Email Marketing
- Display Advertising
- Case Study
- Module Four: Review Questions
Module Five: Generating New Leads
- Become a Brand
- Webinars
- Blogs
- Engaging Video
- Case Study
- Module Five: Review Questions
Module Six: Avoid Common Lead Generation Mistakes
- Limiting Channels
- Failure to Provide Value
- Failure to Connect
- Failure to Try
- Case Study
- Module Six: Review Questions
Module Seven: Educate Prospects
- Content Creation
- Stand Out from the Competition
- Fill Customer Needs
- Always Deliver on Promises
- Case Study
- Module Seven: Review Questions
Module Eight: The Pipeline
- Contact
- Meet
- Propose
- Close
- Case Study
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
- Recommended Reading
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What Is Servant Leadership?
- A Desire to Serve
- Knowing to Share the Power
- Putting Others First
- Helping Employees Grow
- Case Study
- Module Two: Review Questions
Module Three: Leadership Practices
- Democratic Leadership Style
- Laissez-Faire Style
- Leading by Example
- Path-Goal Theory
- Case Study
- Module Three: Review Questions
Module Four: Share the Power
- Being Empathetic
- Learn to Delegate
- Their Success is Your Success
- Know When to Step In
- Case Study
- Module Four: Review Questions
Module Five: Characteristics of a Servant Leader
- Listening Skills
- Persuasive Powers
- Recognizes Opportunities
- Relates to Employees
- Case Study
- Module Five: Review Questions
Module Six: Barriers to Servant Leadership
- Excessive Criticism
- Doing Everything Yourself
- Sitting on the Sidelines
- Demanding from Employees
- Case Study
- Module Six: Review Questions
Module Seven: Building a Team Community
- Identify the Group Needs
- Complement Member Skills
- Create Group Goals
- Encourage Communication
- Case Study
- Module Seven: Review Questions
Module Eight: Be a Motivator
- Make it Challenging
- Provide Resources
- Ask for Employee Input
- Offer Incentives
- Case Study
- Module Eight: Review Questions
Module Nine: Be a Mentor
- Establish Goals
- Know When to Praise or Criticize
- Create a Supportive Environment
- Create an Open Door Policy
- Case Study
- Module Nine: Review Questions
Module Ten: Training Future Leaders
- Offer Guidance and Advice
- Identify Their Skill Sets
- Methods of Feedback
- Establish Long Term Goals
- Case Study
- Module Ten: Review Questions
Module Eleven: Self-Reflection
- Keep a Journal
- Identify Your Strengths and Weaknesses
- Identify Your Needs
- Creating Your Own Goals
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Facebook
- Pros / Cons
- Likes / Comments
- Posts / Links
- Tracking and Measurement
- Case Study
- Module Two: Review Questions
Module Three: YouTube
- Pros / Cons
- Channel
- Content and Voice
- Tags and Measurement
- Case Study
- Module Three: Review Questions
Module Four: Twitter
- Pros/ Cons
- Voice
- Tags and Links
- Tracking and Measurement
- Case Study
- Module Four: Review Questions
Module Five: LinkedIn
- Pros / Cons
- Optimize Search in Profile
- Groups and Links
- Tracking and Measurement
- Case Study
- Module Five: Review Questions
Module Six: Google+
- Pros / Cons
- Natural Search Links
- Strategy
- Tracking and Measurement
- Case Study
- Module Six: Review Questions
Module Seven: Pinterest
- Pros/ Cons
- Posting and Conversation
- Pins and Boards
- Tracking and Measurement
- Case Study
- Module Seven: Review Questions
Module Eight: Tumblr
- Pros / Cons
- Posting and Conversation
- Links
- Tracking and Measurement
- Case Study
- Module Eight: Review Questions
Module Nine: Flickr
- Pros / Cons
- Expand Sharing
- Discussion
- Tracking and Measurement
- Case Study
- Module Nine: Review Questions
Module Ten: Snapchat
- Pros / Cons
- Audience
- Ads
- Tracking and Measurement
- Case Study
- Module Ten: Review Questions
Module Eleven: Instagram
- Pros / Cons
- Niche and Quality
- Hashtags
- Tracking and Measurement
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
- Case Study
- Module Two: Review Questions
Module Three: Using Proper Phone Language
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
- Case Study
- Module Three: Review Questions
Module Four: Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt
- Case Study
- Module Four: Review Questions
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
- Case Study
- Module Five: Review Questions
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
- Case Study
- Module Six: Review Questions
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to the Needs
- Never Interrupt
- Identify What You Can Do For Them
- Case Study
- Module Seven: Review Questions
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
- Case Study
- Module Eight: Review Questions
Module Nine: Handling Voicemail Messages
- Ensure the Voice Mail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving A Message for Others…
- Case Study
- Module Nine: Review Questions
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
- Case Study
- Module Ten: Review Questions
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words From The Wise
- Review Of The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Effective Traits
- Assertiveness
- Emotional Intelligence
- Solve Problems
- Close
- Case Study
- Module Two: Review Questions
Module Three: Know Clients
- Research
- Customer Values
- Customer Needs
- Anticipate Needs
- Case Study
- Module Three: Review Questions
Module Four: Product
- Know Your Product
- Believe in the Company/Product
- Be Enthusiastic
- Link Product to Customer’s Values
- Case Study
- Module Four: Review Questions
Module Five: Leads
- Sift Leads
- Time vs. Cost of Pursuing Leads
- Let Go of Leads Going Nowhere
- Focus on Positive Leads
- Case Study
- Module Five: Review Questions
Module Six: Authority
- Develop Expertise
- Know Your Competition
- Continue Education
- Solve Customer Problems Using Authority
- Case Study
- Module Six: Review Questions
Module Seven: Build Trust
- Testimonials
- Be Transparent
- Be Genuine
- Take on Customers’ Point of View
- Case Study
- Module Seven: Review Questions
Module Eight: Relationships
- Listen Actively
- Communicate Often
- Rewards
- Build New Relationships
- Case Study
- Module Eight: Review Questions
Module Nine: Communication
- Be Prepared, Not Scripted
- Use Humor
- Be Yourself
- Thank and Reward
- Case Study
- Module Nine: Review Questions
Module Ten: Self-Motivation
- Value Your Work
- Reward Achievements
- Focus on Success
- Do Not Procrastinate
- Case Study
- Module Ten: Review Questions
Module Eleven: Goals
- SMART Goals
- Long-Term Goals
- Short-Term Goals
- Track and Modify
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Pre-Show Preparation
- Prepare for Physical Issues
- Developing a Great Elevator Speech
- Setting Up a Schedule
- Connect With Attendees
- Case Study
- Module Two: Review Questions
Module Three: Booth Characteristics and Setup
- Stand Out
- Create a Booth Manual/Checklist
- Technology
- Scout a High Traffic Area
- Case Study
- Module Three: Review Questions
Module Four: Booth Characteristics and Setup (II)
- Signage
- Match Your Brand
- Private Area
- Focus on a Message
- Case Study
- Module Four: Review Questions
Module Five: During the Show (I)
- Company Objectives
- Highlighting Your Product
- Do Something Memorable
- Social Media
- Case Study
- Module Five: Review Questions
Module Six: During the Show (II)
- Classic Do’s and Don’ts
- Gamification
- Walk the Floor
- Keep the Distractions Away
- Case Study
- Module Six: Review Questions
Module Seven: Qualifying Visitors
- Know the Answer
- Engage With Qualifying Questions
- Body Language
- Listening Skills
- Case Study
- Module Seven: Review Questions
Module Eight: Engaging the Right People
- Prospects
- Time Wasters (Catch and Release)
- Press
- Competitors
- Case Study
- Module Eight: Review Questions
Module Nine: The Rules of Engagement (I)
- Start With an Open Ended Question
- Record All Prospect Information
- Be Specific with Your Message
- Get a Commitment
- Case Study
- Module Nine: Review Questions
Module Ten: The Rules of Engagement (II)
- Have a Welcoming Environment
- The Do’s and Don’ts of Business Cards
- Observational Skills
- When Not in the Booth
- Case Study
- Module Ten: Review Questions
Module Eleven: After the Show
- Review Information and Rank Your Leads
- Follow up with Your Leads
- Send Information Promptly
- Lessons Learned
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: How to Conduct Annual Reviews
- Develop the Process
- Set Benchmarks Early
- Agreement with Set Benchmarks
- Hold an Effective Meeting
- Case Study
- Module Two: Review Questions
Module Three: Categories for Annual Review (I)
- Company Mission and Values
- Customer Service and Quality Control
- Problem Solving/Judgment
- Production
- Case Study
- Module Three: Review Questions
Module Four: Categories for Annual Review (II)
- Work Style
- Resource Management
- Communications Skills
- Teamwork
- Case Study
- Module Four: Review Questions
Module Five: Common Mistakes (I)
- Contrast Effect
- Similar-to-me Effect
- Halo (or horn) Effect
- Central Tendency
- Case Study
- Module Five: Review Questions
Module Six: Common Mistakes (II)
- Leniency/Desire to Please
- First-impression Bias
- Rater Bias
- Recency Effect
- Case Study
- Module Six: Review Questions
Module Seven: Successful Tips for Concept of Pay for Performance
- No Surprises
- Focus on the Basics
- Show Clear Disparity
- One For All and All for One
- Case Study
- Module Seven: Review Questions
Module Eight: How to Tie Employee Compensation to Firm-Wide Returns
- Set Quarterly Revenue Target
- Set Employee Goals
- Conduct Quarterly Reviews
- Pay Out Quarterly
- Case Study
- Module Eight: Review Questions
Module Nine: How to Communicate Employee Expectations Effectively
- Have Regular Conversations
- State What”s Working
- Be Honest
- Provide Mentoring
- Case Study
- Module Nine: Review Questions
Module Ten: Meaningful Questions to Gauge Employee Happiness (I)
- Ask Questions Frequently
- How Transparent is Management?
- Rate Quality of Facility?
- Contributing Factors to Work Easier?
- Case Study
- Module Ten: Review Questions
Module Eleven: Meaningful Questions to Gauge Employee Happiness (II)
- What Makes you Productive?
- Recognition?
- Opportunities to Grow and Advance?
- Confidence in Leadership?
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Managers are Made, Not Born
- Managers Must be Developed
- Management Skills can be Learned
- Managers Learn by Being Managed Well
- Create a Management Track
- Case Study
- Module Two: Review Questions
Module Three: Create a Management Track
- Clearly Define Roles and Competencies
- Provide Tools
- Identify Candidates Early
- Clearly Define Management Track
- Case Study
- Module Three: Review Questions
Module Four: Define and Build Competencies
- Clearly Define Competencies Needed
- Identify Strengths
- Identify Development Areas
- Provide Development Opportunities
- Case Study
- Module Four: Review Questions
Module Five: Managers Learn by Being Managed Well
- Pair New Managers with Mentors
- Reward Effective Managers
- Emulate Effective Managers
- Create/Document Best Practices
- Case Study
- Module Five: Review Questions
Module Six: Provide Tools
- Provide Manuals or Policy Documents
- Empower New Managers
- Provide Support
- Provide Training and Development Opportunities
- Case Study
- Module Six: Review Questions
Module Seven: Provide Support
- Encourage Peer Networking
- Establish Resource People
- Encourage Mentor Relationships
- Establish Regular Check-ins
- 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
- Words From The Wise
- Review Of The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Understanding Facilitation
- What is Facilitation?
- What is a Facilitator?
- When is Facilitation Appropriate?
Module Three: Process vs. Content
- About Process
- About Content
- A Facilitator’s Focus
Module Four: Laying the Groundwork
- Choosing a Facilitated Approach
- Planning for a Facilitated Meeting
- Collecting Data
Module Five: Tuckman and Jensen’s Model of Team Development
- Stage One: Forming
- Stage Two: Storming
- Stage Three: Norming
- Stage Four: Performing
Module Six: Building Consensus
- Encouraging Participation
- Gathering Information
- Presenting Information
- Synthesizing and Summarizing
Module Seven: Reaching a Decision Point
- Identifying the Options
- Creating a Short List
- Choosing a Solution
- Using the Multi-Option Technique
Module Eight: Dealing with Difficult People
- Addressing Disruptions
- Common Types of Difficult People and How to Handle Them
- Helping the Group Resolve Issues on Their Own
Module Nine: Addressing Group Dysfunction
- Using Ground Rules to Prevent Dysfunction
- Restating and Reframing Issues
- Getting People Back on Track
Module Ten: About Intervention
- Why Intervention May Be Necessary
- When to Intervene
- Levels of Intervention
Module Eleven: Intervention Techniques
- Using Your Processes
- Boomerang it Back
- ICE It: Identity, Check for agreement, Evaluate how to Resolve
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Understanding Knowledge Management
- What is Knowledge
- What is Knowledge Management
- A Brief History
- Applications in the Workplace
Module Three: Do’s 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Grooming a New Manager
- Set Specific Goals
- Authority (What They Can and Can’t Do)
- Create a Shared Vision
- The More they Learn, the More Responsibility They Get
- Case Study
- Module Two: Review Questions
Module Three: Measuring Performance
- Staying Within Their Budget
- Setting Measurable Objectives
- Skip Level Feedback
- Collaborate on Criteria to be Evaluated
- Case Study
- Module Three: Review Questions
Module Four: Motivating Managers
- Provide the Needed Resources
- Bonuses and Incentives
- Give Credit for Good Work
- Keep Them Challenged
- Case Study
- Module Four: Review Questions
Module Five: Signs of Poor Management
- Missed Deadlines
- Team Turnover
- Losing Customers
- Little or No Growth
- Case Study
- Module Five: Review Questions
Module Six: Trust Your Team of Managers
- Do Not Micromanage
- Promote Open and Honest Communication
- Reward Initiative
- Trust, But Verify
- Case Study
- Module Six: Review Questions
Module Seven: When an Employee Complains about their Manager
- Keep the Information Confidential
- Gather Information from Both Sides
- Coach or Delegate the Solution
- Follow-up with the Manager or Employee
- Case Study
- Module Seven: Review Questions
Module Eight: Coaching and Mentoring (I)
- Writing Performance Reviews
- Provide Clear and Timely Feedback
- Praise in Public, Criticize in Private
- Make Sure Your Door is Always Open
- Case Study
- Module Eight: Review Questions
Module Nine: Coaching and Mentoring (II)
- Offer Advice, Not the Solution
- Create a Supportive Environment
- Building Ownership
- 360 Degree Feedback
- Case Study
- Module Nine: Review Questions
Module Ten: When Do You Step In?
- Unsafe or Dangerous Events
- Legal Ramifications
- Severe Financial Costs
- Repeated Failures after Coaching Has Occurred
- Case Study
- Module Ten: Review Questions
Module Eleven: Remember These Basic Qualities
- Express Confidence in Their Abilities
- Practice What you Preach
- Have an Open Door
- Their Success is Your Success
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: New Hires
- Company Core Values
- Building Relationships
- Encourage Respect
- Setting Ground Rules
- Case Study
- Module Two: Review Questions
Module Three: It’s About Interacting and Influencing
- Dealing with Different Personalities
- Build a Culture of Collaboration
- Be Nice to Everyone (Not Just Those That Can Help You)
- Be a Team Player
- Case Study
- Module Three: Review Questions
Module Four: Dealing With Rumors, Gossip, and Half-Truths
- It’s Effects on Morale
- Reinforce the Truth with Facts
- Do Not Participate
- Deal With it Swiftly
- Case Study
- Module Four: Review Questions
Module Five: Office Personalities (I)
- Complainer
- Gossiper
- Bully
- Negative Ned/Nancy
- Case Study
- Module Four: Review Questions
Module Six: Office Personalities (II)
- Information Keeper
- Know-it-All
- The Apple-Polisher
- Nosey Neighbor
- Case Study
- Module Six: Review Questions
Module Seven: Getting Support for Your Projects
- Gain Trust Through Honesty
- Be Assertive
- Blow Your Own Horn
- Make Allies
- Case Study
- Module Seven: Review Questions
Module Eight: Conflict Resolution
- The Importance of Forgiveness
- Neutralizing Emotions
- The Benefits of a Resolution
- The Agreement Frame
- Case Study
- Module Eight: Review Questions
Module Nine: Ethics
- Benefits of an Ethical Environment
- Lead by Example
- Ensuring Ethical Behavior
- Addressing Unethical Behavior
- Case Study
- Module Nine: Review Questions
Module Ten: You Are Not an Island
- Never Burn a Bridge
- Take the High Road
- Trust is a Two Way Street
- Don’t Hide in Your Office
- Case Study
- Module Ten: Review Questions
Module Eleven: Social Events Outside of Work
- How to Decline Politely
- Rules When Attending
- Meeting New People
- Conversation Do’s and Don’ts
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
Module Seven: Competency Assessments
- Competency Assessment Defined
- Implementation
- Final Destination
- Case Study
- Review Questions
Module Eight: Kolb’s Learning Cycle
- Experience
- Observation
- Conceptualization
- Experimentation
- Case Study
- Review Questions
Module Nine: Motivation
- Key Factors
- The Motivated Organization
- Identifying Personal Motivators
- Evaluating and Adapting
- Case Study
- Review Questions
Module Ten: The Performance Journal
- Record Goals and Accomplishments
- Linking with Your Employees or Managers
- Implementing a Performance Coach
- Keeping Track
- Case Study
- Review Questions
Module Eleven: Creating a Performance Plan
- Goals
- Desired Results
- Prioritization
- Measure
- Evaluation
- Case Study
- Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What Is Self-Leadership?
- Sources
- Before Action
- During
- After Action
- Case Study
- Module Two: Review Questions
Module Three: Motivators
- Need for Autonomy
- Self-Efficacy
- External Factors
- Internal Factors
- Case Study
- Module Three: Review Questions
Module Four: Behavior Focus (I)
- Focusers and Reminders
- Cues
- Self-Observation
- Goal Setting
- Case Study
- Module Four: Review Questions
Module Five: Behavior Focus (II)
- Purpose
- Reward
- Punishment
- Practice
- Case Study
- Module Five: Review Questions
Module Six: Natural Rewards
- Definition
- Competence
- Purpose and Self-Control
- Life Activities
- Case Study
- Module Six: Review Questions
Module Seven: Constructive Thinking
- Positive Thinking
- Self-Talk
- Aware of Personal Beliefs and Assumptions
- Opportunity Thinking
- Case Study
- Module Seven: Review Questions
Module Eight: Well-Being (I)
- Emotional Intelligence
- Stress Management
- Optimism
- Fun and Happiness
- Case Study
- Module Eight: Review Questions
Module Nine: Well-Being (II)
- Fitness
- Diet
- Sleep
- Personal Effectiveness
- Case Study
- Module Nine: Review Questions
Module Ten: Individuality
- Personality
- Locus of Control
- Self-Monitor
- Autonomy
- Case Study
- Module Ten: Review Questions
Module Eleven: Personal Application
- Diversity
- Personal Problems
- Workplace Problems
- Social Responsibility
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Understanding Teams
- What Is the Definition of a Team?
- How Do People Feel about Being on Teams?
- Why Do Teams Fall Apart?
- Examples of Successful Teams
- Case Study
- Module Two: Review Questions
Module Three: Team Development Model
- Forming
- Norming
- Storming
- Performing
- Case Study
- Module Three: Review Questions
Module Four: Chemistry in Teams
- What Is Chemistry?
- Factors that Influence Chemistry
- Examples
- Roles of Leadership
- Case Study
- Module Four: Review Questions
Module Five: Diversity
- Advantages
- Complexity
- Conflicts
- Encourage Individuality
- Case Study
- Module Five: Review Questions
Module Six: Vision and Goals
- Creating Vision
- Shared Vision
- SMART Goals
- Collaboration
- Case Study
- Module Six: Review Questions
Module Seven: Roles
- Establishing Roles
- Taking
- Making
- Avoid Power Struggles
- Case Study
- Module Seven: Review Questions
Module Eight: Leadership Functions
- Set the Tone
- Conflict Management
- Direct, Don’t Order
- Encourage
- Case Study
- Module Eight: Review Questions
Module Nine: Develop Cohesion
- Sense of Exclusivity
- Connect Beyond Work
- Outside Competition
- Focus on Consensus
- Case Study
- Module Nine: Review Questions
Module Ten: Build Relationships
- Respect
- Empathy
- Open Communication
- Share Credit
- Case Study
- Module Ten: Review Questions
Module Eleven: Direction of Team
- Charter
- Task Orientation
- Monitor Performance
- Feedback
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Setting Up Your Virtual Team (I)
- Choose Self-Motivated People with Initiative
- Face to Face Meeting At First
- Diversity Will Add Value
- Experienced with Technology
- Case Study
- Module Two: Review Questions
Module Three: Setting Up Your Virtual Team (II)
- Personality Can Count as Much as Skills
- Rules of Engagement
- Setting up Ground Rules
- Icebreakers and Introductions
- Case Study
- Module Three: Review Questions
Module Four: Virtual Team Meetings
- Scheduling Will Always be an Issue
- Have a Clear Objective and Agenda
- Solicit Additional Topics in Advance
- Discourage Just Being Status Reports
- Case Study
- Module Four: Review Questions
Module Five: Communication (I)
- Early and Often
- Rules of Responsiveness
- Face to Face When Possible
- Choose the Best Tool
- Case Study
- Module Five: Review Questions
Module Six: Communication (II)
- Be Honest and Clear
- Stay in Constant Contact
- Don’t Make Assumptions
- Setup Email Protocols
- Case Study
- Module Six: Review Questions
Module Seven: Building Trust
- Trust Your Team and They Will Trust You
- Be Aware of “Us vs. Them” Territorial Issues
- Share Best Practices
- Create a Sense of Ownership
- Case Study
- Module Seven: Review Questions
Module Eight: Cultural Issues
- Respect and Embrace Differences
- Be Aware of Different Work Styles
- Know Your Team Members Cultural Background
- Dealing With Stereotypes
- Case Study
- Module Eight: Review Questions
Module Nine: To Succeed With a Virtual Team
- Set Clear Goals
- Create a SOP’s
- Build a Team Culture
- Provide Timely Feedback
- Case Study
- Module Nine: Review Questions
Module Ten: Dealing With Poor Team Players
- Manage Their Results, Not Their Activities
- Be Proactive Not of Reactive
- Check in Often
- Remove Them
- Case Study
- Module Ten: Review Questions
Module Eleven: Choosing the Right Tools
- Communication Software
- Collaboration and Sharing Tools
- Project Management Software
- Use Whatever Works for You and Your Team
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Introducing Appreciative Inquiry
- What is Appreciative Inquiry?
- Generating a Better Future
- Engaging People in Positive Thought
- Change the Person, Change the Organization
- Case Study
- Module Two: Review Questions
Module Three: Changing the Way You Think
- Shifting from “What’s Wrong?” to “What’s Right”?
- It’s Not Eliminating Mistakes, It’s Holding Up Successes
- Positive Language Will Affect Peoples Thinking
- Limit or Remove Negative Phrasing
- Case Study
- Module Three: Review Questions
Module Four: Four D Model
- Discovery
- Dream
- Design
- Delivery
- Case Study
- Module Four: Review Questions
Module Five: The Four I Model
- Initiate
- Inquire
- Imagine
- Innovate
- Case Study
- Module Five: Review Questions
Module Six: Appreciative Inquiry Interview Style
- Framing Positive Questions
- Solicit Positive Stories
- Finding Out What Works
- Recognize the Reoccurring Themes
- Case Study
- Module Six: Review Questions
Module Seven: Anticipatory Reality
- Imagining a Successful Future Will Affect the Present
- Controlling Negative Anticipation
- Current Decisions Will Be Influenced Positively
- Base It on Data and Real Examples
- Case Study
- Module Seven: Review Questions
Module Eight: The Power of Positive Imagery
- Shaping Performance with Positive Imagery
- Being Better Prepared for Adversity
- People are More Flexible and Creative
- Think of the Perfect Situation
- Case Study
- Module Eight: Review Questions
Module Nine: Influencing Change Through AI
- Using Strengths to Solve Challenges
- Confidence Will Promote Positive Change
- Inquiry is a Seed of Change
- People Will Gravitate Towards What is Expected of Them
- Case Study
- Module Nine: Review Questions
Module Ten: Coaching and Managing With AI
- Build Around What Works
- Focus on Increases
- Recognize the Best in People
- Limit or Remove Negative Comments
- Case Study
- Module Ten: Review Questions
Module Eleven: Creating a Positive Core
- Strengths
- Best Practices
- Peak Experiences
- Successes
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Pre-Assignment
- Action Plans and Evaluations
Module Two: Seeing the Big Picture
- Short and Long Term Interactions
- Recognize Growth Opportunities
- Mindfulness of Decisions
- Everything is Related
- Case Study
- Module Two: Review Questions
Module Three: KPI’s (Key Performance Indicators)
- Decisiveness
- Flexible
- Strong Initiative
- Intuitive
- Case Study
- Module Three: Review Questions
Module Four: Risk Management Strategies
- Continuous Assessment
- Internal and External Factors
- Making Adjustments and Corrections
- Knowing When to Pull the Trigger or Plug
- Case Study
- Module Four: Review Questions
Module Five: Recognizing Learning Events
- Develop a Sense of Always Learning
- Evaluate Past Decisions
- Problems are Learning Opportunities
- Recognize Your Blind Spots
- Case Study
- Module Five: Review Questions
Module Six: You Need to Know These Answers and More
- What Makes Money My Company Money?
- What Were Sales Last Year?
- What is our Profit Margin?
- What Were Our Costs?
- Case Study
- Module Six: Review Questions
Module Seven: Financial Literacy (I)
- Assets
- Financial Ratios
- Liabilities
- Equity
- Case Study
- Module Seven: Review Questions
Module Eight: Financial Literacy (II)
- Income Statement
- Balance Sheet
- Cash Flow Statement
- Read, Read, and Read
- Case Study
- Module Eight: Review Questions
Module Nine: Business Acumen in Management
- Talent Management
- Change Management
- Asset Management
- Organizational Management
- Case Study
- Module Nine: Review Questions
Module Ten: Critical Thinking in Business
- Ask the Right Questions
- Organize the Data
- Evaluate the Information
- Make the Decision
- Case Study
- Module Ten: Review Questions
Module Eleven: Key Financial Levers
- Investing in People
- Effective Communication
- Process Improvement
- Goal Alignment
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Competing
- Compromising
- Accommodating
- Avoiding
- Case Study
- Review Questions
Module Six: Getting to the Cause
- Examining the Root Cause
- Creating a Cause and Effect Diagram
- Forgiveness
- Benefits of Resolution
- Case Study
- Review Questions
Module Seven: Communication
- Para-verbal Communication
- Non-Verbal Communication
- Listening Skills
- Appreciative Inquiry
- Case Study
- Review Questions
Module Eight: Negotiation
- Three Sides to Incivility
- Mediation
- Arbitration
- Creative Problem Solving
- Case Study
- Review Questions
Module Nine: Indentifying Your Need
- Completing a Needs Analysis
- Focus Groups
- Observations
- Anonymous Surveys
- Case Study
- Review Questions
Module Ten: Writing a Civility Policy
- Designating the Core Group
- Defining What is Unacceptable Behavior
- Defining the Consequence
- Writing the Policy
- Case Study
- Review Questions
Module Eleven: Implementing the Policy
- The First Steps
- Training
- Addressing Complaints
- Enforcing Violators
- Case Study
- Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What Is Customer Service?
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Case Study
- Module Two: Review Questions
Module Three: Challenges
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Case Study
- Module Three: Review Questions
Module Four: Email
- Formal Yet Conversational Style
- Scripted Yet Authentic
- Explain Information Carefully
- Results
- Case Study
- Module Four: Review Questions
Module Five: SMS
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Case Study
- Module Five: Review Questions
Module Six: Webchat
- Personalize
- Apps and Software Available
- Real Time Support
- Etiquette
- Case Study
- Module Six: Review Questions
Module Seven: Multi-Channel Apps
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Case Study
- Module Seven: Review Questions
Module Eight: Support Ticket Apps
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Case Study
- Module Eight: Review Questions
Module Nine: Documentation
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Case Study
- Module Nine: Review Questions
Module Ten: Feedback
- Surveys
- Boxes
- Analytics
- Usability
- Case Study
- Module Ten: Review Questions
Module Eleven: Be Proactive
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: Cyber security Fundamentals
- What is Cyberspace?
- What is Cyber security?
- Why is Cyber security Important?
- What is a Hacker?
- Case Study
- Module Two: Review Questions
Module Three: Types of Malware
- Worms
- Viruses
- Spyware
- Trojans
- Case Study
- Module Three: Review Questions
Module Four: Cyber Security Breaches
- Phishing
- Identity Theft
- Harassment
- Cyberstalking
- Case Study
- Module Four: Review Questions
Module Five: Types of Cyber Attacks
- Password Attacks
- Denial of Service Attacks
- Passive Attack
- Penetration Testing
- Case Study
- Module Five: Review Questions
Module Six: Prevention Tips
- Craft a Strong Password
- Two-Step Verification
- Download Attachments with Care
- Question Legitimacy of Websites
- Case Study
- Module Six: Review Questions
Module Seven: Mobile Protection
- No Credit Card Numbers
- Place Lock on Phone
- Don’t Save Passwords
- No Personalized Contacts Listed
- Case Study
- Module Seven: Review Questions
Module Eight: Social Network Security
- Don’t Reveal Location
- Keep Birthdate Hidden
- Have Private Profile
- Don’t Link Accounts
- Case Study
- Module Eight: Review Questions
Module Nine: Prevention Software
- Firewalls
- Virtual Private Networks
- Anti-Virus & Anti-Spyware
- Routine Updates
- Case Study
- Module Nine: Review Questions
Module Ten: Critical Cyber Threats
- Critical Cyber Threats
- Cyber terrorism
- Cyber warfare
- Cyber espionage
- Case Study
- Module Ten: Review Questions
Module Eleven: Defense Against Hackers
- Cryptography
- Digital Forensics
- Intrusion Detection
- Legal Recourse
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: When Should Feedback Occur?
- Repeated Events or Behavior
- Breach’s in Company Policy
- When Informal Feedback has not Worked
- Immediately After the Occurrence
- Case Study
- Module Two: Review Questions
Module Three: Preparing and Planning
- Gather Facts on the Issue
- Practice Your Tone
- Create an Action Plan
- Keep Written Records
- Case Study
- Module Three: Review Questions
Module Four: Choosing a Time and Place
- Check the Ego at the Door
- Criticize in Private, Praise in Public
- It Has to be Face to Face
- Create a Safe Atmosphere
- Case Study
- Module Four: Review Questions
Module Five: During the Session (I)
- The Feedback Sandwich
- Monitor Body Language
- Check for Understanding
- Practice Active Listening
- Case Study
- Module Five: Review Questions
Module Six: During the Session (II)
- Set Goals
- Be Collaborative
- Ask for a Self-Assessment
- Keep Emotions in Check
- Case Study
- Module Six: Review Questions
Module Seven: Setting Goals
- SMART Goals
- The Three P’s
- Ask for Their Input
- Be as Specific as Possible
- Case Study
- Module Seven: Review Questions
Module Eight: Diffusing Anger or Negative Emotions
- Choose the Correct Words
- Stay on Topic
- Empathize
- Try to Avoid “You Messages”
- Case Study
- Module Eight: Review Questions
Module Nine: What Not to Do
- Attacking or Blaming
- Not Giving Them a Chance to Speak
- Talking Down
- Becoming Emotional
- Case Study
- Module Nine: Review Questions
Module Ten: After the Session (I)
- Set a Follow-up Meeting
- Make your Self Available
- Be Very Specific with the Instructions
- Provide Support and Resources
- Case Study
- Module Ten: Review Questions
Module Eleven: After the Session (II)
- Focus on the Future
- Measuring Results
- Was the Action Plan Followed?
- If Improvement is not Seen, Then What?
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: The Science of Behavior
- What is Behavior?
- Psychology
- Sociology
- Anthropology
- Case Study
- Module Two: Review Questions
Module Three: Benefits of Corporate Behavior
- Employee Safety
- Conservation of Materials
- Engagement
- Improved Employee Performance
- Case Study
- Module Three: Review Questions
Module Four: Most Common Categories of Corporate Behavior
- Managerial Structure
- Company Values and Ethics
- Employee Accountability
- Workplace Incidents
- Case Study
- Module Four: Review Questions
Module Five: Managerial Structure
- Clearly Defined Management
- Qualified Management Team
- Obvious Advancement Path
- Grievance Procedures
- Case Study
- Module Five: Review Questions
Module Six: Company Values and Ethics
- Environmental
- Charity and Community Outreach
- Integrity
- Diversity
- Case Study
- Module Six: Review Questions
Module Seven: Employee Accountability
- Attitude
- Attendance
- Honesty
- Substance Abuse & Workplace Violence
- Case Study
- Module Seven: Review Questions
Module Eight: Workplace Incidents
- Safety
- Prejudice & Discrimination
- Vandalism & Theft
- Harassment or Bullying
- Case Study
- Module Eight: Review Questions
Module Nine: Designing and Implementing
- Group Planning
- Define Preferred Organizational Behaviors
- Hiring
- Training Employees
- Case Study
- Module Nine: Review Questions
Module Ten: Corporate Team Behavior
- Team Building
- Better Communication
- Conflict Resolution
- Loyalty to the Company and the Department
- Case Study
- Module Ten: Review Questions
Module Eleven: Auditing Corporate Behavior
- Affirm Ethical Behavior
- Investigate and Review Reported Incidents
- Determine Progress
- Get Employee Feedback & Revise
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: The Right Attitude Starts with You
- Be Grateful
- Keep Your Body Healthy
- Focus on Positive Thoughts
- Invoke Inner Peace
- Case Study
- Module Two: Review Questions
Module Three: Internal Stress Management
- Irritability
- Unhappiness with Your Job
- Feeling Underappreciated
- Not Well-Rested
- Case Study
- Module Three: Review Questions
Module Four: External Stress Management
- Office Furniture Not Ergonomically Sound
- High Noise Volume in the Office
- Rift with Co-Workers
- Demanding Supervisor
- Case Study
- Module Four: Review Questions
Module Five: Transactional Analysis
- What is Transactional Analysis?
- Parent
- Adult
- Child
- Case Study
- Module Five: Review Questions
Module Six: Why are Some Customers Difficult?
- They Have Truly Had a Bad Experience and Want to Vent
- They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
- They Have Truly Had a Bad Experience and Want Resolution
- They Are Generally Unhappy
- Case Study
- Module Six: Review Questions
Module Seven: Dealing with the Customer Over the Phone
- Listen to the Customer’s Complaint
- Build Rapport
- Do Not Respond with Negative Words or Emotion
- Offer a Verbal Solution to Customer
- Case Study
- Module Seven: Review Questions
Module Eight: Dealing with the Customer In Person
- Listen to the Customer’s Complaint
- Build Rapport
- Responding with Positive Words and Body Language
- Besides Words, What to Look For?
- Case Study
- Module Eight: Review Questions
Module Nine: Sensitivity in Dealing with Customers
- Who are Angry
- Who Are Rude
- With Different Cultural Values
- Who Cannot Be Satisfied
- Case Study
- Module Nine: Review Questions
Module Ten: Scenarios of Dealing with a Difficult Customer
- Angry Customer
- Rude Customer
- Culturally Diverse Customer
- Impossible to Please Customer
- Case Study
- Module Ten: Review Questions
Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint
- Call the Customer
- Send the Customer an Email
- Mail the Customer a Small Token
- Handwritten or Typed Letter
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: The Benefits of Networking Outside of Work
- Create a Solid Network
- Meet Strategic Alliance Partners
- Generate Leads
- Position Yourself
- Case Study
- Module Two: Review Questions
Module Three: Networking Obstacles
- Time Constraints
- Saying the Wrong Thing
- Where to go to Network
- Fear of Rejection
- Case Study
- Module Three: Review Questions
Module Four: Networking Principles
- Develop Contacts
- Organize Your Contacts
- Follow-Up
- Maintain Relationships
- Case Study
- Module Four: Review Questions
Module Five: Why Network?
- Gain Trust
- Be visible
- Be an insider
- Gain Advantage
- Case Study
- Module Five: Review Questions
Module Six: How to Build Networks
- Physical Networking Groups
- Attend Networking Events
- Social Networking Sites
- Create Networking Referral List
- Case Study
- Module Six: Review Questions
Module Seven: Online Networking Tools
- Social Networks
- Blogs
- Chat Rooms
- Case Study
- 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
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Recommended Reading
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: The Benefits of Networking at Work
- Gain Connections
- Share Knowledge
- Increase Opportunity
- Improve Image
- Case Study
- Module Two: Review Questions
Module Three: Networking Obstacles
- Confusion about the Definition of Networking
- Personality Traits
- Cultural Barriers
- Personal Pride
- Case Study
- Module Three: Review Questions
Module Four: Networking Principles
- Relationships
- Listen
- Offer Value
- Build Trust
- Case Study
- Module Four: Review Questions
Module Five: How to Build Networks
- Meet New People
- Be Polite
- Follow up
- Allow Relationships to Develop Naturally
- Case Study
- Module Five: Review Questions
Module Six: Recognize Networking Opportunities
- Formal Networking
- Informal Networking
- Workday Opportunities
- Always Be Ready to Network
- Case Study
- Module Six: Review Questions
Module Seven: Common Networking Mistakes
- Not Meeting New People
- Not Following Through
- High Expectations
- Being Unprofessional
- Case Study
- Module Seven: Review Questions
Module Eight: Develop Interpersonal Relationships
- Be Genuine
- Dialogue
- Maintain Boundaries
- Invest Time
- Case Study
- Module Eight: Review Questions
Module Nine: Online Networking Tools
- Social Networks (LinkedIn, Twitter, Facebook)
- Blogs
- Chat Rooms
- 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: 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
- Words From The Wise
- Review Of The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Module One: Getting Started
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
- Action Plans and Evaluations
Module Two: Identifying Hazards and Risks
- What is a Hazard?
- What is a Risk?
- Consult with Employees
- Likelihood Scale
- Case Study
- Module Two: Review Questions
Module Three: Seeking Out Problems Before they Happen (I)
- Unique to Your Business
- Walk Around
- Long Term and Short Term
- Common Issues
- Case Study
- Module Three: Review Questions
Module Four: Seeking Out Problems Before they Happen (II)
- Ask “What would happen if….?”
- External Events
- Worst Case Scenarios
- Consequence Scale
- Case Study
- Module Four: Review Questions
Module Five: Everyone’s Responsibility
- See it, Report it!
- If It Is Not Safe Don’t Do It
- Take Appropriate Precautions
- Communicating to the Organization
- Case Study
- Module Five: Review Questions
Module Six: Tracking and Updating Control Measures
- What is a Control Measure?
- Your Business Procedures
- Are They Adequate?
- Updating and Maintaining
- Case Study
- Module Six: Review Questions
Module Seven: Risk Management Techniques
- Reduce the Risk
- Transfer the Risk
- Avoid the Risk
- Accept The Risk
- Case Study
- Module Seven: Review Questions
Module Eight: General Office Safety and Reporting
- Accident Reports
- Accident Response Plan
- Emergency Action Plan
- Training and Education
- Case Study
- Module Eight: Review Questions
Module Nine: Business Impact Analysis
- Gather Information
- Identify Vulnerabilities
- Analyze Information
- Implement Recommendations
- Case Study
- Module Nine: Review Questions
Module Ten: Disaster Recovery Plan
- Make It Before You Need It
- Test, Update, and Repeat
- Hot, Warm, and Cold Sites
- Keep Documentation Simple and Clear
- Case Study
- Module Ten: Review Questions
Module Eleven: Summary Of Risk Assessment
- What are the Hazards?
- Who Might be Harmed?
- Are Current Control Measures Sufficient?
- If Not, Change Control Measures
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop 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 of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Module One: Getting Started
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
Module Two: What Are The Benefits Of Team Building?
- Better Communication And Conflict Resolution
- Effectiveness
- Motivation
- Camaraderie
- Case Study
- Module Two: Review Questions
Module Three: Types Of Team Building
- Games
- Activities
- Education
- Social Gatherings
- Case Study
- Module Three: Review Questions
Module Four: Creating Team Chemistry
- Games For Introductions
- Games To Build Camaraderie
- Games For Problem Solving
- Games To Stimulate Interaction
- Case Study
- Module Four: Review Questions
Module Five: Improving Team Strength
- Games To Build Trust
- Games To Motivate
- Games To Build Communication
- Games For Conflict Resolution
- Case Study
- Module Five: Review Questions
Module Six: Engagement and Collaboration Activities
- Activities To Build Camaraderie
- Activities For Idea Sharing
- Activities To Build Trust
- Activities To Stimulate Interaction
- Case Study
- Module Six: Review Questions
Module Seven: Building a Great Team Identity
- Activities To Motivate
- Activities To Improve Working Together
- Activities To Build Communication
- Activities For Conflict Resolution
- Case Study
- Module Seven: Review Questions
Module Eight: Social Gathering
- Singing / Karaoke
- Dinner / Pot Lucks
- Physical Activities
- Meetings
- Case Study
- Module Eight: Review Questions
Module Nine: Common Mistakes When Team Building
- Letting Cliques Develop
- Not Delegating Tasks
- Rewarding In Private / Criticizing In Public
- Disjointed Plans Of Grandeur
- Case Study
- Module Nine: Review Questions
Module Ten: Formatting A Team Building Plan
- Define The Goal
- Consult Team Members
- Research And Create Structure
- Keep It Fun
- Case Study
- Module Ten: Review Questions
Module Eleven: Evaluations and Improvements
- Was The Goal Met?
- Was The Team Building Cohesive?
- What Did The Team Think Of The Team Building?
- How Can The Team Building Be Improved For Next Time?
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words From The Wise
- Review Of The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Defining Success
- What is a Team?
- An Overview of Tuckman and Jensen’s Four-Phase Model
Module Three: Types of Teams
- The Traditional Team
- Self-Directed Teams
- E-Teams
Module Four: The First Stage of Team Development – Forming
- Hallmarks of This Stage
- What To Do As A Leader
- What To Do As A Follower
Module Five: The Second Stage of Team Development – Storming
- The Hallmarks of This Stage
- What To Do As A Leader
- What To Do As A Follower
Module Six: The Third Stage of Team Development – Norming
- The Hallmarks of This Stage
- What To Do As A Leader
- What To Do As A Follower
Module Seven: The Fourth Stage of Team Development – Performing
- Hallmarks of this Stage
- What To Do As A Leader
- What To Do As A Follower
Module Eight: Team Building Activities
- The Benefits and Disadvantages
- Team-Building Activities That Won’t Make People Cringe
- Choosing a Location for Team-Building
Module Nine: Making the Most of Team Meetings
- Setting the Time and the Place
- Trying the 50-Minute Meeting
- Using Celebrations of All Sizes
Module Ten: Solving Problems as a Team
- The Six Thinking Hats
- Encouraging Brainstorming
- Building Consensus
Module Eleven: Encouraging Teamwork
- Some Things to Do
- Some Things to Avoid
- Some Things to Consider
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
