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Courses that build management/leadership skills
✅ Creating High-Performing Teams (EL1)
✅ Creating High-Performing Teams (EL1)
Working in teams is a critical piece of the culture in contemporary organizations. Highly functioning teams are more efficient, more productive, and enjoy higher levels of success. This course focuses on the fundamentals of team building. Issues such as personality preference styles, group synergy, attitude, perception, trust, and competition and strategies for improving team functioning are examined. Special attention is paid to common blockers that hinder leaders from working well together.
At the end of this course, participants will be able to:
- Identify the characteristics of good team players
- Identify personality preference styles
- Demonstrate how preferences affect teams and the work environment
- Describe how highly functioning teams can increase productivity and efficiency
- Apply team communication strategies and techniques
- Recognize barriers to teamwork
- Identify ways to create a positive team attitude
- Initiate action plans for improvement
✅ Essential Skills For Leaders (EL2)
✅ Creating High-Performing Teams (EL1)
The leadership quality an employee receives is critical to employee retention, development, and productivity. People leave leaders more often than they leave companies or jobs. Ineffective leadership can cost the company resources, time, and talent. This program is designed to provide new leaders with the knowledge and skills to be highly effective.
At the end of this course, participants will be able to:
- Discover how leadership relates to human behavior
- Identify a personal leadership style
- Examine leadership blockers
- Explore different management styles
- Describe different styles of interaction
- Build trust
- Apply strategies and techniques
✅ Managers To Leaders (EL3)
✅ Coaching Skills for Leaders (EL4, SL3)
Managers manage; leaders inspire and motivate. This course focuses on the differences between managing and leading while maintaining consistency in all areas of business operations. Motivation, leadership style, delegation, and fostering a positive work environment are addressed. Emphasis is placed upon building a variety of leadership skills.
At the end of this course, participants will be able to:
- Identify the differences between managers and leaders
- Identify team leadership styles
- Explore leader behavior
- Recognize the elements of building positive relationships
- Discover what motivates people and how to create a motivating climate
- Explore ways to delegate
- Explore and understand common approaches to discipline
- Practice a non-punitive approach to dealing with negative behavior
✅ Coaching Skills for Leaders (EL4, SL3)
✅ Coaching Skills for Leaders (EL4, SL3)
Employee engagement, motivation, and performance management are critical to high-performing organizations. Today's leaders are responsible for achieving corporate objectives by creating a motivating environment so their direct reports can work efficiently while promoting personal growth. This workshop will equip leaders with the essential coaching skills to create a positive environment fostering optimal performance.
At the end of this course, participants will be able to:
- Establish an environment for being both "directive" and compassionate to bring out the best in people
- Help people through critical learning opportunities
- Create an environment for open, risk-free communication
- Develop listening strategies and skills
- Navigate effectively in difficult or uncomfortable conversations
- Apply a variety of communication strategies
- Identify different types of coaching
✅ Leadership: The Power of Social-Emotional Intelligence (EL5, SL1)
Research has shown that Social-Emotional Intelligence (SEI) contributes more to a person's success in life than raw intelligence (IQ). Leaders and employees with a high SEI are the ones who make the best decisions, manage people more effectively, and contribute most to the overall success of the organization. Emphasis is placed on the development of specific skills that strengthen SEI.
At the end of this course, participants will be able to:
- Define social-emotional intelligence (SEI)
- Recognize the role of SEI in the workplace
- Describe an SEI model
- Build an intuitive muscle
- Better manage emotions
- Improve social awareness
- Practice and enhance social and empathy skills
- Listen and respond with empathy
✅ The Resilient Leader (EL6, SL5)
The Harvard Business Review stated in a recent article: "More than education, more than experience, more than training, a person's level of resilience will determine who succeeds and who fails." In a constantly changing workplace, resilience is defined as how well everyday job pressures are perceived and managed and obstacles overcome. This course focuses on building skills to strengthen a leader's resiliency.
At the end of this course, participants will be able to:
- Identify forces of enterprise-wide change, stress, and resiliency
- Master new skills and techniques to strengthen resiliency
- Assess personal resiliency quotients
- Identify reasons people resist change
- Create a flexible, engaged, and open work environment
- Effectively manage the change process
✅ Conflict Management (EL7)
✅ Creating Your Leadership Brand (EL8)
Negative conflict in a business setting can be expensive, counter-productive, time-consuming, and labor-intensive. Constructive conflict can bring about new ideas and problem-solving methods. This program provides the skills to manage negative conflict and promote positive working relationships.
At the end of this course, participants will be able to:
- Recognize how and why conflict exists
- Realize conflict represents differences in opinions and beliefs
- Identify constructive and destructive responses to conflict
- Recognize “hot buttons.”
- Identify blockers that hinder the resolution process
- Demonstrate a five (5) step collaborative process
- Manage emotions
- Take the perspective of others
- Deal with negativity
✅ Creating Your Leadership Brand (EL8)
✅ Creating Your Leadership Brand (EL8)
A personal brand is a critical component of a reputation in the workplace and social media networks. Personal branding is how people market themselves to others and can help increase positive visibility and advance career goals. This program focuses on skills needed to create and maintain a clear, consistent personal brand.
At the end of this course, participants will be able to:
- Recognize the importance of brand creation
- Identify the benefits of a successful brand
- Avoid obstacles that may hinder the “re-branding” process
- Use a BRAND model to create a personal brand
- Link the importance of high emotional intelligence to branding
- Recognize how perception creates reality
- Create ways to present and promote a personal brand successfully
✅ Change The Way You Change Minds: The Power of Influence and Persuasion (EL9)
How successful you are in your professional and personal life depends on your ability to influence and persuade others. When applied with integrity to create positive changes in a person, group, or organization, influence and persuasion are two critical skills. Although used interchangeably, influence and persuasion are two different and distinct terms.
Participants who wish to inspire and motivate others must understand how influence and persuasion work. This course explores the psychology/science of influence and persuasion and the skills and techniques to bring about cognitive and behavioral changes in others.
At the end of this course, participants will be able to:
- Recognize the difference between influence and persuasion
- Identify blockers that hinder influencing and persuading
- Review lessons from neuroscience
- Recognize that people are influenced by their hearts, then their minds
- Identify the ELP Model
- Establish skills to build rapport
- Apply skillful communication skills and techniques
- Identify the six influencers to yes
- Recognize how to manage emotions
- Enhance social awareness and connection
- Identify and practice skills to manage resistance and objections
✅ Attracting and Retaining Top Talent (EL11, SL6)
Employee retention is a critical challenge in organizations today. Employee involvement, recognition, advancement, development, and pay based on performance are all essential elements in retaining great producers. This program is designed to provide managers with the knowledge and skills needed to create and maintain a high-performing organization through retention strategies.
At the end of this course, participants will be able to:
- Identify why employees leave a company
- Recognize a variety of strategies to create a motivating climate
- Identify strategies to engage employees
- Compare and contrast generational differences
- Identify reasons why people stay with a company
✅ Valuing Diversity, Equity, and Inclusion (EL11, Individual Contributors)
Today, more than ever before, diversity, inclusion, and cultural sensitivity are critical pieces of an organization's business strategy. The poisonous tree of "isms" has old roots. Unfortunately, new branches keep growing. Training and conscientiousness are twin ways to deal with this persistent disease. This 4-8 hour neuroscience-based workshop is specifically designed to address implicit and unconscious bias issues. Additionally, the workshop covers other relevant diversity subjects, such as the anatomy of "isms," the neuroscience of unconscious bias, and how to assess and respond to diversity-driven situations effectively.
At the end of this course, participants will be able to:
- Define diversity
- Identify the components of a diverse workforce
- Recognize diversity challenges
- Define implicit/unconscious bias
- Identify three types of implicit biases
- Explain how the brain works to discourage implicit bias
- Identify a 5-step process to combat implicit bias
- Reflect on personal awareness of cultural diversity
- Recognize six tips on building an inclusive and culturally intelligent environment
✅ Deterring Sexual Harassment (EL12, Individual Contributors)
This course focuses on enhancing and raising the consciousness of individuals in the workplace about issues of sexual harassment. Every employer of choice should have a policy on what constitutes harassment and what actions will be taken should inappropriate behavior occur. This workshop teaches the legal definition of harassment, including the various harassment behaviors, and offers prevention techniques to minimize future problems.
At the end of this course, participants will be able to:
- Recognize the legal definition of sexual harassment
- Identify their reaction, and the responses of others, to sexual harassment
- Identify ways to protect employees and prevent sexual harassment
- Identify potentially offensive behaviors
- Discuss how harassment harms employees and the company
- Review ways to create a positive work environment
✅ Communication Skills For Leaders (SL2)
The challenges in contemporary organizations require leaders to excel in communication. Basic communication skills are insufficient for leading individuals and teams to optimal performance. This workshop will equip leaders with the higher-level skills and techniques necessary to initiate and sustain an open, interactive, and productive workplace.
At the end of this course, participants will be able to:
- Identify and avoid communication blockers
- Avoid manipulation by people with other communication styles
- Apply several communications choices
- Master techniques of asking questions, respectful listening, and empathetic responding
- Follow a specific communication model
- Create an open and engaged workplace climate
✅ Lead With Impact (SL4)
Managers manage; leaders inspire and motivate. This course focuses on the differences between managing and leading while maintaining consistency in all areas of business operations. Team building, delegation, leadership style, and fostering a positive work environment are addressed. Emphasis is placed upon building a variety of leadership skills.
At the end of this course, participants will be able to:
- Review a Team Leader Inventory
- Leverage Team for Optimal Solutions
- Build and Sustain Collegial Relationships
- Create a Trusting Culture
- Manage Conflict Effectively
- Apply the ACIRN Approach
✅ Advanced Coaching Skills (SL7)
✅ Advanced Coaching Skills (SL7)
The Advanced Coaching Skills course builds upon the knowledge, tools, and competencies learned in the Coaching Skills For Leaders course. This advanced coaching skills workshop provides leaders with more practice opportunities to coach direct reports in more complex scenarios and receive valuable feedback from the facilitator and class participants. Leaders will become more confident in their leadership and coaching roles.
At the end of this course, participants will be able to:
- Gain confidence in their ability to coach direct reports
- See a variety of styles and methods of other leaders
- Recognize the mistakes leaders make during a coaching session
- Identify the steps in giving effective feedback while maintaining trust
- Identify and overcome common obstacles
- Get immediate feedback on their coaching skills
- Be challenged to coach at a whole new and higher level in a fun and supportive way
✅ Managing Priorities
✅ Advanced Coaching Skills (SL7)
Developing your ability to set goals, focus on priorities, and manage simultaneous responsibilities and activities is essential in today's fast-paced, ever-changing work environment. Taking control of your workday is crucial for staying focused and enhancing productivity and success. This powerful half-day workshop will help you manage time, multiple demands, and priorities, keep on top of numerous projects and deadlines, and eliminate pressure and stress from your workday.
At the end of this course, participants will be able to:
- Use practical techniques for achieving multiple priorities
- Assess how to take control of your time
- Identifying time bandits that create bottlenecks
- Recognize the 4 Ps of creating goals
- Apply the Eisenhower Principal
- Recognize the importance of delegation
- Identify ways to manage yourself during stressful times
✅ Managing Remotely
✅ Authentic Leadership
Leading effectively from a distance is like operating a camera with a telephoto lens. Leaders adjust their communications and technology to secure a clear, focused image of a far-off situation. Leaders who manage remotely receive a series of snapshots of situations through voice mail, emails, and/or page messages. Leaders need to quickly and skillfully diagnose what is happening, determine a course of action, and adjust their communication and technology to achieve the desired goals.
At the end of this course, participants will be able to:
- Develop a management plan for your virtual team
- Develop strategies to overcome typical roadblocks in managing remote teams
- Recognize leadership styles
- Build collegial relationships
- Discover effective virtual modes of communication
- Create a secure base of trust
- Identify “rules” of engagement
- Manage team performance
✅ Authentic Leadership
✅ Authentic Leadership
Integrity is the heart of leadership, and authenticity is its soul. Authentic leaders have the self-awareness to know what they value, the transparency to speak the truth, and the courage to do the right thing. Through self-assessments, decision-making scenarios, and other real-world applications, this program will help you live and lead by your values – consistently seeking what’s true and doing what’s right. Want to awaken the authentic leader within you? This program is for you!
At the end of this course, participants will be able to:
- Differentiate between values and personal preferences
- Explain how to move beyond self-gratification and self-interest
- Evaluate potential actions to determine what is right
- Analyze conflicting ethical priorities to do what is best
✅ Create a Motivating Climate
✅ Create a Motivating Climate
✅ Create a Motivating Climate
The key to leadership success is motivating others to do their best in achieving business goals, and motivation is the force that transforms people to be productive. Maximizing employee motivation is vital to accomplishing the organization’s targets and objectives. Motivated employees have higher productivity, morale, self-esteem, and organization/team loyalty.
At the end of this course, participants will be able to:
- Recognize the importance of a motivating environment
- Distinguish between intrinsic and extrinsic motivation
- Explore reasons many workplaces focus on extrinsic motivators
- Determine if money is a motivator
- Apply motivation strategies to the workplace
✅ Critical Conversations
✅ Create a Motivating Climate
✅ Create a Motivating Climate
Leaders get things done through others; they prioritize tasks, develop growth strategies, and delegate responsibilities. The most effective leaders also know how to have difficult conversations that help drive business objectives, guide individuals and teams toward greater productivity, and provide a motivating climate.
At the end of this course, participants will be able to:
- Set the stage for safe, risk-free discussions
- Recognize blockers that may hinder having a healthy discussion
- Listen actively and empathically
- Recognize key non-verbal messages and body cues
- Master a six (6) step process for having difficult conversations
- Control hostile discussions
✅ Managing Generations
✅ Create a Motivating Climate
✅ Managing Generations
There are currently four generations operating in today’s workforce. Contemporary managers and leaders must juggle the organization's needs with the varying strengths and weaknesses of generational groups. This course provides communication, motivation, engagement, and management tools and techniques to leverage the leaders’ strengths in effectively managing each generation.
At the end of this course, participants will be able to:
- Recognize differences between the four generations represented in today’s workforce
- Identify the primary motivational drivers for each generation
- Determine specific communication, motivation, and engagement strategies for each group
- Apply different management approaches
- Use leadership skills to manage each generation
- Develop an action plan for bridging the generation gaps
✅ Managers to Mentors
✅ Managing Difficult People (DP)
✅ Managing Generations
Many organizations are creating formal mentoring programs to ensure knowledge transfer, advance careers, learn management savvy, address performance deficiencies, and enhance employee productivity. This workshop equips participants with the skills and resources necessary to effectively mentor an employee(s).
At the end of this course, participants will be able to:
- Identify the differences and similarities between a manager, coach, and mentor
- Identify mentoring styles
- Recognize common mentoring traps
- Discover strategies for effective mentoring
- Develop coaching skills necessary for successful mentoring
- Recognize different learning styles and their effect on the mentoring relationship
✅ Managing Difficult People (DP)
✅ Managing Difficult People (DP)
✅ Managing Difficult People (DP)
This course focuses on how to deal with the Difficult People (DP). Leaders gain an understanding of the psychological dynamics of these people as well as learn a model that helps diffuse aggressive behavior. A specific collegial relationship model and communication techniques are also presented and practiced.
At the end of this course, participants will be able to:
- The program offers participants the opportunity to:
- Identify reasons for the increase in negativity in the workplace
- Recognize the link between stress and difficult people
- Recognize the dynamics of a difficult person
- Identify and understand a collegial relationship model
- Identify a technique to help them avoid being “hooked”
- Discover three communication choices
- Identify how to diffuse an angry person
✅ Creating a Motivating Team
✅ Managing Difficult People (DP)
✅ Managing Difficult People (DP)
One of the most essential roles of a leader is to motivate their associates. Motivation is a term that is very much misunderstood. Motivation can not be imposed, installed, or downloaded. Leaders can create conditions that promote interesting work that contributes to a person's success, thereby creating a sense of motivation within an individual. This course focuses on how leaders can create a motivational climate and learn how to deal with negative behavior effectively.
At the end of this course, participants will be able to:
- The program offers participants the opportunity to:
- Recognize the difference between intrinsic and extrinsic motivation
- Apply the 3 C’s of creating a motivational climate
- Recognize ways to de-motivate people
- Learn the 3 common approaches to dealing with negative behavior
- Demonstrate the AAA approach when dealing with negative behavior
✅ Workplace Ethics
✅ Workplace Ethics
✅ Workplace Ethics
A company's ethics will have an influence on all levels of business. It will influence all who interact with the company, including customers, employees, suppliers, competitors, etc. All of these groups will have an effect on the way a company's ethics are developed. It is a two-way street; the influence goes both ways, which makes understanding ethics a very important part of doing business today. Ethics is very important, as news can now spread faster and farther than ever before.
At the end of this course, participants will be able to:
- Define and understand ethics.
- Recognize the benefits of ethics.
- Create strategies to implement ethics at work.
- Recognize social and business responsibility.
- Identify ethical and unethical behavior.
- Learn how to make ethical decisions and lead with integrity.
Courses that support leaders and/or individual contributors
✅ Creating a Culture of Accountability
✅ Creating a Culture of Accountability
Accountability plays a vital role in achieving exceptional business results and performance management systems. They are critical drivers for setting employee expectations and outlining roles and responsibilities. High-performing companies recognize that engaged, satisfied employees equate to highly satisfied customers. Managers recognize the need to align company expectations with employee performance.
At the end of this course, participants will be able to:
- Define accountability
- Apply a three (3) step accountability system
- Set clear performance expectations
- Hold employees accountable for performance
- Identify and effectively deal with performance issues
- Measure individual performance
- Develop effective coaching and feedback skills
- Practice team and organizational alignment
✅ Facilitation Skills
✅ Creating a Culture of Accountability
Efficient and effective group facilitation is vital in leading teams and developing critical business solutions. Facilitators help people communicate and work together through a structured, open framework. Participants gain an understanding of group dynamics, group processes, and facilitator intervention strategies to maximize the group’s creative potential. This program is designed to equip managers, leaders, and/or trainers with a three-step facilitation process to enhance meeting productivity.
At the end of this course, participants will be able to:
- Identify the differences between a team leader, presenter, and facilitator
- Define the roles and responsibilities of a facilitator
- Apply a three (3) step facilitation process
- Recognize the power of group dynamics and group processes
- Identify strategies to deal with resistant people
- Identify blockers common to group communication and interaction
✅ How to Deliver a Dynamic Presentation
This course focuses on teaching the skills necessary to present information in a way that captures and maintains the audience’s attention. Participants learn how to identify a purpose and build the presentation to meet that purpose. Discussion and practice of presentation development and delivery skills create a hands-on, interactive skill-building course.
At the end of this course, participants will be able to:
- Identify the benefits of a powerful presentation
- Best practices for presentation content
- Learn ways to overcome nervousness
- Review and apply seven actions for preparing a dynamic presentation
- Learn five questions to ask to gain a better understanding of their audience
- Master ten techniques that add variety, interest, and emphasis to the presentation
- Review the effective use of visual aides
- Discover the power of the three V’s: Visual, Verbal, and Vocal
- Present an impromptu presentation using information learned
- Learn techniques for how to handle tough questions and troublemakers
- Deliver a presentation and receive feedback
- Create an action plan for future growth
✅ 15 Invaluable Laws for Growth
✅ Stress Management: The Pursuit of Wellbeing
Virtually everyone wants to grow personally and professionally, but many people struggle to make that desire a reality because they don’t know where to begin. We have good news for you! Leadership guru John C. Maxwell identified fifteen laws guaranteed to help you realize your potential. Based on lessons from his book by the same title, this program uses self-assessments, group discussions and activities, and other practical applications to introduce timeless, universal principles that will help you accelerate your personal and professional growth.
At the end of this course, participants will be able to:
- Develop strategies and systems to drive personal and professional growth
- Respond positively to negative experiences to get ahead
- Identify what you are willing to give up so you can go up
- Exponentially increase your capacity to grow continually
✅ Problem Solving and Decision Making
✅ Stress Management: The Pursuit of Wellbeing
✅ Stress Management: The Pursuit of Wellbeing
Successful organizations recognize that organization-wide critical thinking and creative solutions to problems can significantly drive overall business success. This course provides a model and framework for a clear and consistent problem-solving and decision-making process. Participants apply this model and are introduced to multiple strategies, tools, and techniques to add to their problem-solving toolkit. Participants will also apply the problem-solving and decision-making methodology to company work-related problems.
At the end of this course, participants will be able to:
- Define a problem
- Apply a seven (7) step problem-solving model
- Apply a decision-making model
- Recognize the difference between a problem and a decision
- Identify problem-solving styles
- Identify personal and team roadblocks to success
- Develop action plans
- Practice with problem-solving and decision-making tools
✅ Stress Management: The Pursuit of Wellbeing
✅ Stress Management: The Pursuit of Wellbeing
✅ Stress Management: The Pursuit of Wellbeing
This workshop focuses on teaching participants how to manage the stress that results from change. Participants identify the changes in their organization and learn how they affect them physically, emotionally, and behaviorally. Practical ways to manage stress during changing times are introduced. Participants are also introduced to a model that helps them maintain a positive attitude. Participants also learn a powerful technique that teaches them how to manage stress, frustration, and negative thinking effectively.
At the end of this course, participants will be able to:
- The program offers participants the opportunity to:
- Recognize why stress is a natural by-product of change
- Practice a technique that helps them “logic” their way through stressful times
- Recognize practical ways to optimize health during times of stress
- Create a de-stressing attitude
- Practice the reframing technique
✅ Anger Management
✅ The Power of Attitude
✅ Anger Management
Mismanaged anger is the primary cause of conflict in our personal and professional relationships. People with anger issues often find themselves unable to control their actions and words, which can lead to emotional and (possibly) physical harm to people that they care about or work with. In a corporate situation, mismanaged anger can lead to lost productivity, distraction from obtaining goals, and potential lawsuits.
At the end of this course, participants will be able to:
- Differentiate between aggression, assertiveness, rage, and hostility
- Describe the anatomy of anger
- Recognize the three (3) components of anger
- Identify the various signs of anger
- Determine a personal anger quotient
- Apply strategies and techniques to manage anger effectively
✅ Building Trust
✅ The Power of Attitude
✅ Anger Management
This class is for leaders and employees who want to increase their ability to influence at work. It focuses on self-awareness, building trust, and effective relationships with other employees at all levels. Participants also develop an understanding of interpersonal communication styles and how to use that knowledge to improve their ability to communicate at work.
At the end of this course, participants will be able to:
- Understand how others are affected by our behavior.
- Develop more effective listening skills.
- Learn the power of Socratic questioning.
- Learn techniques for building trust and constructive relationships
- Develop a personal action plan to apply learning at work.
✅ The Power of Attitude
✅ The Power of Attitude
✅ Civility In The Workplace Workshop
The attitude people bring to work affects every aspect of their job-- job satisfaction, commitment, and their everyday behavior. A person’s attitude is the fuel that dictates their thoughts, feelings, behavior, and health. This course examines the anatomy of an attitude and how it is directly related to an organization’s bottom line. Skills and techniques are presented to help modify and change negative attitudes.
At the end of this course, participants will be able to:
- Define the six elements of an attitude
- Recognize the Neuroscience of an attitude
- Identify the link between stress, attitude, and health
- Create an attitude of gratitude
- Practice a cognitive restructuring technique
- Recognize the top 15 attitude tips
✅ Civility In The Workplace Workshop
✅ Building Confidence and Assertiveness
✅ Civility In The Workplace Workshop
This workshop examines the importance of civility to address the growing problem of rudeness and disrespectful behavior in the workplace. Participants explore its typical causes and effects and the skills to practice civil behavior effectively. Additionally, the benefits and costs of civility are examined.
At the end of this course, participants will be able to:
- Define civility and uncivil behavior
- Explore if society/workplace has become more uncivil
- Identify causes of uncivil behavior
- Recognize the costs of incivility, as well as the rewards of civility, within the workplace.
- Discover practical ways of practicing workplace etiquette
- Creating an attitude of gratitude
✅ Building Confidence and Assertiveness
✅ Building Confidence and Assertiveness
✅ Building Confidence and Assertiveness
Strengthening our self-confidence is a powerful step in shaping our lives and creating future success. Confidence and assertiveness are crucial skills for personal development, displaying authority in business, and promoting equality throughout interactions. Essentially, these skills have a significant influence on building a happy life. Through effective communication, visualization, and resiliency, we can learn to be confident and project an image of confidence to others. When stressful or difficult situations arise, we can control our responses and how we move forward. Confidence and assertiveness are skills that can be developed and beneficial to everyone, no matter their career or job position. The Building Confidence and Assertiveness workshop will provide participants with the tools to overcome fear, gain personal empowerment, and inspire confidence in others. We can grow personally and professionally by believing in our potential and the positive changes we can make.
At the end of this course, participants will be able to:
- Define confidence and assertiveness
- Identify the characteristics of a confident individual
- Determine the barriers to success
- Recognize powerful tools to gain confidence
- Successfully project and communicate confidence to others
- Determine ways to gain personal empowerment
- Explore techniques to remain confident and assertive during difficult situations
✅ The Five Behaviors of a Cohesive Team
✅ Building Confidence and Assertiveness
✅ Building Confidence and Assertiveness
This workshop is designed for intact teams and work teams. It provides teams with a performance benchmark across the Five Behaviors: Trust, Conflict, Commitment, Accountability, and Results. Reflection and discussion lead to uncovering behaviors that may prevent the team from achieving higher performance.
At the end of this course, participants will be able to:
- Creates a stronger foundation of trust that fuels commitment and accountability across the team
- Enhances faster and better decisions
- Identifies the strengths and opinions of all team members
- Recognize how destructive conflict creates confusion and unwanted tension
- Increases team cohesiveness, which leads to higher performance
✅ Wowing the Customers
✅ Dealing With Difficult Customers
✅ Dealing With Difficult Customers
Excellent customer service is the lifeblood of any organization. This highly interactive course focuses on the role of exceptional customer service in driving organizational success. Emphasis is placed on how attitude, communication, and behavior impact customer satisfaction.
At the end of this course, participants will be able to:
- Recognize the value of consistently delivering exceptional customer service
- Define the characteristics of high-quality customer service
- Identify customer service “busters” and how they affect the entire organization
- Avoid being “hooked” by difficult customers
- Practice skills and techniques designed to manage the difficult customer
✅ Dealing With Difficult Customers
✅ Dealing With Difficult Customers
✅ Dealing With Difficult Customers
The ability to deal with customer conflict and difficult customers is critical in today’s businesses. Exceptional customer service increases sales, builds relationships, and protects the company’s brand. Research also indicates that successfully dealing with difficult clients or customers to their satisfaction promotes greater loyalty to the company. This workshop focuses on developing the skills to deal with the challenges of difficult customers effectively.
At the end of this course, participants will be able to:
- Identify points of customer frustration
- Identify types of difficult customers
- Diffuse anger and keep communication lines open
- Positively deal with manipulative behavior
- Apply communication skills that enhance customer service
- Maintain a positive attitude during stressful conversations
- Master techniques to prevent difficult situations
✅ Deterring Workplace Violence and Bullying
This course focuses on dealing with workplace violence and the bullies who often trigger violence. Participants gain an understanding of the psychological dynamics of the bullies. Since interacting with the bully (a difficult person) can be challenging, participants learn a model that helps diffuse aggressive behavior. Additionally, specific communication techniques are presented and practiced.
At the end of this course, participants will be able to:
- Understand the link between stress and workplace violence
- Identify reasons for the increased negativity in the workplace
- Understand the dynamics of a bully
- Identify three different forms of interaction
- Learn a technique to help avoid being “hooked”
- Identify CAREfront Model
- Learn several communication skills which enhance the ability to deal with the bully
✅ MBTI or Disc
The Myers-Briggs Inventory (personality) and the DISC Assessment (behavior) measure psychological preferences in how people perceive the world and make decisions. These assessments help individuals and teams understand how their preferences affect personal, interpersonal, team, and organizational effectiveness. Companies may select the most appropriate assessment for their groups.
After the assessment, participants will be able to:
- Identify and interpret either Myers Briggs or DISC preferences
- Determine and analyze responses to team challenges
- Maximize individual and team effectiveness
- Discover how unique preferences allow team members to make distinct contributions to the team
- Identify ways to solve conflict more effectively using preferences
- Develop a strategy to build team appreciation and productivity
Courses that support individual contributors
✅ “Biznis Rriting” Made Easy
✅ Working Together: The Essence of Team Building
✅ Working Together: The Essence of Team Building
Even with all the technology available today, it cannot make people good writers! Clear writing is essential for moving ahead in the business world and critical for interaction with clients and colleagues. Good writing uses concrete language with a distinct point of view and is easily understandable to the reader. This course provides participants with the tools to become better business writers.
At the end of this course, participants will be able to:
- After completing this course, participants will be able to:
- Identify the reasons for writing clearly, concisely, correctly and completely
- Write effectively for specific audiences
- Acquire spelling and proofreading skills
- Explore and apply proper formats for emails, reports, and PowerPoint presentations
✅ Working Together: The Essence of Team Building
✅ Working Together: The Essence of Team Building
✅ Working Together: The Essence of Team Building
This course focuses on the fundamentals of team building. Issues like group synergy, attitude, perception, trust, and competition are examined. Participants identify some of the common blockers that hinder people from working together. Additionally, participants identify their preference styles and learn the importance of appreciating differences.
At the end of this course, participants will be able to:
- The program offers participants the opportunity to:
- Identify the characteristics of a good team player
- Experience a team exercise that reinforces the principles of this course
- Identify blockers that hinder people from working together
- Understand how working together increases productivity, enhances personal health and other interpersonal skills
- Learn how group synergy works
- Identify preference styles
✅ Adjusting to Stress and Change
✅ Adjusting to Stress and Change
✅ Adjusting to Stress and Change
The saying “the only constant in life is change” is highly relevant to today’s fast-paced organizations. Change is often mandated, and staff are called upon to implement changes that originate elsewhere. While change is inevitable, controlling the stress associated with change can be managed. This workshop focuses on developing the skills to deal with the challenges of workplace change effectively.
At the end of this course, participants will be able to:
- Discover how stress is a natural byproduct of change
- Determine causes of stress during change
- Identify reasons people resist change
- Identify points of control in the midst of chaos
- Provide and receive team support
- Integrate stress reduction strategies in the workplace
✅ Telephone Answering Skills
✅ Adjusting to Stress and Change
✅ Adjusting to Stress and Change
Telephone answering skills are business critical. A customer’s first and continuing impression can be positive or negative based on how the phone is answered. This program is designed to equip employees with the skills and techniques necessary to provide exceptional customer service through the telephone.
At the end of this course, participants will be able to:
- Recognize the importance of excellent customer service
- Identify blockers that hinder exceptional answering skills
- Follow a specific CARE model for answering the phone
- Identify and manage three (3) types of difficult callers
- Apply six (6) critical steps in closing a conversation
- Differentiate between open and closed questions
- Apply techniques for transferring, taking messages, and placing the caller on hold