1. The ABC’s of Employee Engagement

Organizations today are often flatter and leaner – meaning fewer promotional opportunities and smaller raises. How can supervisors and managers provide an atmosphere that will help motivate employees to continue to contribute, even in the absence of traditional rewards like promotions and raises? In this course you will learn many of the easy-to-adopt techniques used by managers in some of the leading U.S. companies and agencies. You will learn what motivates you, as well as what makes your employees tick, and the power of positive feedback. You will leave this course feeling more inspired and motivated yourself – and better able to create the motivational atmosphere that will power your team’s productivity and morale!

2. The Supervisor’s Role: Avoiding Liability

Supervisors and managers must deal with sticky issues day in and day out; who to hire, how to fire, managing performance and navigating diversity issues in the workplace. These issues are made even more complex by a myriad of government regulations, all of which impact supervisory liability. In this course you will learn to understand liability issues and how to speak, act and respond in ways that increase managerial effectiveness and decrease legal liability. Issues of management’s liability and responsibility will be discussed and examined within the existing legal framework of today’s work environment. This course is a must for all supervisors and managers.

3. Bridging the Generation Gap at Work

In a job market where Generation X employees stay with an employer for an average of 18 months and older workers are working well past age 65, leaders face the challenge of meeting the needs of four distinctly different generations: The Traditionalist Generation (those born prior to 1946); the Baby Boomers (1946-1964); Generation X (1965-1980); and the Millennial Generation, or Generation Y (1980-1994). Each of these groups has different motivators and requires different strategies to recruit and retain. Generational differences, if unaddressed, can also be a source of conflict at work. This workshop helps participants explore these differences and learn how to leverage the contributions of each generation to accelerate productivity and enhance work relationships.

4. Building High Performance Teams: Unleashing the Power of Your Work Group

Many organizations today have implemented team management concepts. What is the difference between being a supervisor and a team leader? What are the benefits of a team approach? In this highly interactive workshop you will personally discover the benefits that come from cooperation and teamwork. You will understand the Five Stages of Team Development and how to harness team power to solve problems and make good decisions. You will learn how to foster team spirit and how to motivate your team. You will learn and practice techniques that help you understand and use the strengths of each of your team members. Through hands-on exercises you will experience for yourself the power of teamwork.

5. Developing Peak Performers: The Flexible Leader

The job of a manager consists mainly of achieving results through others, yet managing people effectively is also the supervisor’s hardest job. In this course, participants will learn a valuable tool to help develop and manage their employees. You will learn your own preferred employee management style, and more importantly, how to adapt your style to meet the needs of each individual employee. You will understand the keys that unlock the door to employee motivation and how to master two types of interaction: directive and facilitative. Role flexibility, readiness analysis and teaming for success - three basic skills that help you develop your employees – will be addressed. You will leave this course knowing how to lead employees to peak performance through effective Directing, Coaching, Mentoring and Delegating.

6. Hiring Smart: Staffing for Optimum Performance

Our employees are our most expensive, as well as our most valuable assets. In this workshop you will understand how effective selection techniques can increase productivity and employee retention and reduce the cost of turnover and poor hiring decisions. You will learn how to use job analysis, pre-screening techniques and behavioral interviewing to predict on-the-job success. Legal issues surrounding the hiring process will also be covered. You will leave this course with the ability to develop behavior-based interview questions, to conduct an effective interview and to make improved hiring decisions.

7. Building Trust, Credibility and Influence

In today’s workplace, the “my way or the highway” style of management is not well-received or effective. And often, we need to influence others – team members, council or board members, associates - with whom we do not have a direct reporting relationship. This workshop helps participants examine how their leadership and communication styles either build up or tear down their credibility and influence with others. Participants will interact to learn ways to foster trust, rebuild relationships, model accountability, and present ideas in a way that supports buy-in rather than “tune-out”. Influence tactics and methods will be studied and practiced to enhance participants’ ability to return to the workplace armed with the skills needed to repair and build relationships in the organization.

8. Improving Your Ability to Deal with Conflict

Conflict – the very word conjures up unpleasant associations in most people’s minds. But differences of opinion turn up in all healthy workplaces; we all benefit from learning to handle these differences productively. In this workshop, participants will use The Thomas-Kilmann Conflict Mode Instrument to learn their preferred styles of dealing with conflict and understand the benefits of developing alternative styles. Participants will practice negotiating and collaboration skills and learn to look for common ground and creative ways of resolving differences. By participating in interactive exercises, participants will practice finding win/win solutions and building collaborative working relationships. Video: Dealing with Conflict.

9. Improving Your Facilitation Skills

Managers are called upon to use facilitation skills in many situations – from helping two employees resolve a conflict, to group problem solving, to running a strategic planning session. In this workshop you will learn and practice facilitation skills that will enable you to manage difficult meeting participants, capture important information, solicit information and ideas, avoid Group Think and foster creativity in the group setting. You will hear tips and techniques for fostering group participation, for keeping participants on track, and for resolving issues through consensus-building. Information will be provided on how to facilitate strategic-planning, brainstorming, problem-solving, and process-improvement sessions.

10. Leading a Successful Change Effort

In many workplaces today, the only constant is change. In this course participants will understand how the process of change in our personal and professional lives affects us. This course explores natural responses to change such as fear, resistance and denial and helps leaders understand and practice the skills necessary to lead themselves and others through a successful change effort. Participants will discover how to be more flexible, how to create strategies for accepting the new and different and how to be more comfortable taking risks. Supervisors will learn how to approach employees in change situations to help them better deal with the transitions they experience.

11. Leading with Emotional Intelligence

As our organizations continue to change in response to a changing environment, our expectations of our leaders are changing as well. In this course, participants will learn Daniel Goleman’s five components of emotional intelligence. You will apply these components to your own leadership style through assessment and feedback, and practice techniques designed to enhance your level of emotional intelligence, or “EQ”. Because most leadership situations today require the use of influence rather than absolute authority, you will also learn about the best ways to enhance your credibility and improve your influencing skills. You will leave the workshop with a meaningful personal leadership credo that will inspire you and remind you to continue to work on achieving a high EQ.

12A. Delivering Leading Edge Customer Service

Today it doesn’t matter who you work for – private industry, non-profit, government, or academia – all of us are striving to stay competitive by providing the best service possible to our customers. This course helps you evaluate your existing internal and external customer service standards, as well as providing you with information on dealing with difficult questions and situations in your interactions with your customers. Effective telephone skills will be covered, as well as techniques for diffusing tense situations. You will learn the L.E.E.D.S. method of handling customer inquiries and complaints, as well as the Ten Phenomenal Phrases that will help you deliver leading edge customer service every time. A special benefit for customer service teams is that you will have an opportunity to develop and commit to your own customer service Credo, from which you can build your service strategy. Video: Give ‘Em the Pickle!

12B. FiSH! for Customer Service: Catch the Energy and Release the Potential!

Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude with them each day. That's the FiSH Philosophy - An environment in which people are truly connected to their work, to their colleagues and to their customers. Impossible? Not at all. FiSH! is a workshop based on the story of Seattle's World Famous Pike Place Fish Market- a shop full of fishmongers spending their grueling, stinky, 12-hour shifts stocking, selling, and packing fish. Typically, it would be the last place you’d look for great customer service, but in this incredible work environment, they use the FiSH philosophy. Employees don't just fill orders, they fill people - with fun, friendliness, attentiveness, and enthusiasm. Their story has resonated with everyone and it’s easy to see why thousands of organizations worldwide are adopting the FiSH Philosophy and learning that these principles of the market are actually truths for everyday life. The bottom line? FiSH! is creating a new reality that won't only change the way you think of work- it might just change your entire view on life. This workshop teaches participants the four principles of the FiSH! Philosophy: Play, Make Their Day, Be There, and Choose Your Attitude. Participants find out how to apply the FiSH philosophy back in their own work environment, and leave the workshop energized and inspired to give their customers a fun, friendly, attentive and enthusiastic customer experience.

13. Managing Yourself in Time

Do routine or non-essential tasks tend to eat up your time and drain your energy? Do you reply, “swamped” or “up to my ears in alligators” when people ask, “How are you doing?” Do your set your priorities for the day and then get swept away by the latest crisis or sudden urgent request? Are you always busy but never seem to get much done? If you answered yes, to any of the above questions, give yourself a break and attend this course, which will help you refocus on and find time for your priorities. You will learn how to use the time you have both more efficiently and effectively by implementing concepts such as “Segment Intentionality” and “Integrity in the Moment of Choice.” In this course you will understand how to plan your calendar according to your purpose and intentions, and learn how to prioritize your use of time, how to recognize “time bandits”, how and when to say “no,” when to delegate and when to relegate. You will leave with an Action Plan you can immediately implement to put you back in control of your time and your life.

14. Powerful Presentation Skills

According to surveys, the number one fear people have is not death or being audited by the IRS – it is the fear of public speaking! Although many people possess expertise and knowledge in their fields, they often cannot communicate that information clearly, concisely and confidently. This highly participatory workshop will teach you skills that will enable you to communicate with confidence. This workshop starts you where you are, and in a positive way teaches you how to communicate more effectively both one-on-one and in a group setting. In a relaxed, supportive atmosphere you will learn techniques that will help you organize your thoughts, control stage fright and speak well under pressure.

15. Developing Your Employees: The Practical Coach

There are many people in your own life who helped you get where you are today – all the “coaches and counselors” who were there for you, who cared about you and who got honest with you when you needed it most. Now it’s your turn. In this course you will learn how to diagnose performance problems and how to develop effective coaching plans. You will improve your ability to help your employees make the best of the ups and downs they experience every day – respectfully, directly and sincerely. From encouraging employees to repeat good results, to correcting poor work in a positive way, to turning dead-end performances around, this course offers sensible advice for managing performance effectively. Specific coaching skills of observing, questioning, listening and demonstrating will be presented and practiced.

16. Results-Based Performance Management

Managers and supervisors often say the least-liked part of their job is giving the dreaded performance appraisal. In this course you will learn a three-step method for effectively managing employee performance. You will practice setting clear expectations and goals, giving both positive and corrective feedback, learn how to give an effective performance appraisal, and how to help employees develop an Individual Development Plan. You will learn how to Stay Above the Water Line and avoid ten common Performance Management Pitfalls. In this course you will learn some simple tools to help build a performance management program for each employee that increases the likelihood that your employees will actually look forward to coming to work!

17. Speak Up! Improving Your Assertive Communication Skills

Do you ever avoid saying what’s on your mind, hesitate to speak up, or speak in such a way that you are easily ignored? Or at the other extreme, do you sometimes speak your mind, but in a hostile, confrontational manner? Neither pattern is likely to accomplish the goal most of us want: to be heard and understood. Finding the right style of communication – assertive, but not too passive or too aggressive - is like being Goldilocks in the house of the three bears and trying to find the chair that is not too hard, not too soft, but “just right”. In this interactive workshop, you will learn how to use assertive communication skills to speak up successfully in the way that is most likely to get you the response from others that you want. You will assess your current assertiveness quotient, learn to “Watch Out for Wimpy Words”, be aware of subtle messages your body language sends and switch from Reactive to Proactive responses.

18. The Respectful Workplace

The changing nature of the U.S. population means that our organizations and our customers are becoming more and more diverse. At the same time, cultural influences, such as behaviors and comments portrayed in the media, contribute to a confusing landscape that can be difficult to navigate at work. In this interactive workshop, employees have a supportive environment in which to learn or to be reminded of the behavioral expectations of the organization, and an opportunity to change their own habits, as well as learn how to deal with unwanted behavior from others. This course is designed to help employees buy into, contribute to and co-create a safe and welcoming workplace free of discrimination, harassment and inappropriate comments and behavior. The course can also offer a refresher on the organization’s policies on discrimination, sexual harassment and appropriate behaviors. Through discussion and case studies, participants are given an opportunity to apply required interpersonal skills and sensitivities to situations that may occur in their everyday working life. Participants learn what behaviors to avoid and how to work together to recognize and prevent unwanted behaviors.

19. Transition to Supervision: Introduction to the Basics

Most employees who are promoted to the position of supervisor get little or no training in how to do their new job, even though the job of a front-line supervisor is one of the most challenging jobs there is! Often, individuals are chosen to be supervisors because they succeeded well at doing their technical jobs – they are excellent individual contributors. In this course you will learn the knowledge, skills and abilities that are needed to become a good supervisor. You will learn how to handle the sometimes-difficult issues of supervising former peers or workers who may have more seniority and of being seen as part of “management”. You will rate your supervisory skills and abilities, and design an Individual Development Plan to help you build on your strengths, and to focus on areas where improvement may be needed. This course is designed to assist and support all supervisors and especially those who are new to the position or about to be promoted.

20. Understanding Yourself and Others Using the MBTI

As our workplaces become more diverse, and as we are asked to interact more and more frequently with coworkers, teams, customers, vendors, regulators and others, it becomes ever more important to excel at getting along well with all types of individuals. The first step is in understanding yourself and your own preferences and style, and the second step is in understanding the styles and preferences of others. The MBTI is the most widely used personality assessment instrument, and is invaluable in helping people improve their ability to communicate, to lead and to motivate their teams. This course provides an interactive and humorous environment for learning about yourself and others.

21. We’ve Got to Start Meeting Like This! How to Run a Productive Meeting

Most of us would need a calculator to count up the number of meetings we attend in any given year! Some managers estimate that 80% of their time is spent – often unproductively – in meetings. In this course you will understand when to hold a meeting (and when not to), who to invite, and how to set the stage for a successful gathering that actually accomplishes something. You will understand the importance of advance planning and agenda setting, how to shorten the actual meeting time and how to follow up after the meeting for maximum effectiveness.

22: Modern-Day Ethics for Today’s Leaders

Leaders in today’s organizations are required to be committed to the highest standards of business conduct in all of their internal and external relationships. Adhering to high standards of integrity helps us avoid business and personal problems that illegal or unethical behavior may bring, makes our organizations better places to work and helps us to be seen as trusted contributors to our communities. This interactive workshop provides participants with an understanding of how individual and organizational ethics impact our world today, an opportunity to discuss and learn more about what constitutes ethical and principled behavior, and a framework for how to apply the ideas learned back in the everyday working environment.