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
• Email
• 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
• Email
• 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