WORLD CL ASS TRAINING FOR BUSINESS PROFESSIONALS
Welcome to CareerNation seminars and workshops. CareerNation provides innovative, customized training, skill development and business consulting of the highest quality to foster economic development across Africa. We are dedicated to helping businesses develop and deliver programs that convert training investments into business results. Whether you are a manager or an individual professional, CareerNation offers more than 250 world-class seminars at every organizational level that will enhance your professional competencies. All our seminars include instruction by an expert facilitator, small interactive classes, specialized manual and course materials, and personalized certificate of completion. CareerNation seminars provide opportunities to learn from accomplished instructors with hands-on experience. We select our instructors for their outstanding academic credentials and real-world experience. By combining their expertise with special training, our instructors offer an engaging and interactive learning experience. Take your time and browse through our training catalog and select the seminar that is right for you and your team. Sincerely,
Victor Madubuko, PHR Founder and Chief Executive Officer
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CAREERNATION SEMINARS
250 seminars in 4 countries • Seminars and Workshops • Global Conferences and Expositions • Executive Training Programs • Computer Training Courses • Industry Specific Training Programs • Onsite Trainings
Assess Employee Development Needs
Our proven CareerNation Assessment Tools uncover crucial business skill gaps that are holding your business back. Use the immediate feedback to eliminate guesswork from training decisions and justify your training budget.
Deliver Individual and Group Training
Develop specific skills of individual employees by sending them to CareerNation offsite training. For team building, change management, corporate retreat, or to address a specific corporate issue, CareerNation delivers customized “On Site” seminars. To have your own in-house trainers deliver CareerNation content, take advantage of CareerNation licensing.
Custom Training Programs
CareerNation works with corporate, government and nonprofit organizations to develop custom course content and education strategies that will build a well informed and trained workforce that is more productive, more attuned to business policies and procedures and better able to meet critical business objectives.
Measure Results and Reinforce Learning
Our blended learning approach integrates the live classroom experience with online resources. Online preand post-assessments help you measure the transfer of knowledge, and refresher “tune-up” material reinforces and extends the learning beyond the classroom.
Create Real Business Results
CareerNation is committed to helping you develop and train your people in order to create business results. “you will notice the difference.”
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INDEX Career Development COURSES | Advanced Writing Skills
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Building Your Self Esteem and Assertiveness Skills
Business Etiquette
Business Writing that Works
Communication Strategies
Conflict Resolution: Dealing with Difficult People
Presentation Survival School
Public Speaking:Speaking Under Pressure
SpeakEasy:Conquering Your Fear of Speaking in Public
Skills for the Administrative Assistant
SpeakEasy: Conquering Your Fear of Speaking in Public
Time Management: Get Organized for Peak Performance
The Minute Taker’s Workshop
Working Smarter
Writing Reports and Proposals
HUMAN RESOURCES MANAGEMENT COURSES | Anger Management
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Secrets of Change Management: A One Day Primer
Controlling Anger Before It Controls You: A One Day Primer
Building Better Teams
Business Succession Planning
Change Management: Change and How to Deal with It
Conducting Effective Performance Reviews
Conflict Resolution: Getting Along in the Workplace
Customer Service Training: Managing Customer Service
Dispute Resolution: Mediation through Peer Review
Hiring for Success: Behavioral Interviewing Techniques
Orientation Handbook: Employees Off to a Good Start
Performance Mgmt: Managing Employee Performance
Problem Solving & Decision Making
Stress Management
SUPERVISORS AND MANAGERS COURSES | The Professional Supervisor
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The ABC’s of Supervising Others
Developing High Performance Teams
Understanding Project Management
Project Management Fundamentals
Negotiating for Results
Motivation Training: Motivating Your Workforce
Meeting Management: The Art of Making Meetings Work
Marketing and Sales
Intermediate Project Management
Advanced Project Management
Budgets & Managing Money
Business Leadership: Becoming Management Material
Coaching: A Leadership Skill
The Art of Delegating Effectively
HR For the Non-HR Manager
The Practical Trainer
Train the Trainer COURSES | Using Activities to Make Training Fun
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Survival Skills for the New Trainer
Facilitation Skills
Developing Your Training Program
Advanced Skills for the Practical Trainer
WORKPLACE ESSENTIALS seminars |
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Workplace Violence
Workplace Harassment
Safety in the Workplace
Generation Gap
Diversity Training: Celebrating Diversity in the Workplace
SALES TRAINING |
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Sales Training: Building Relationships for Success in Sales
Call Center Training
CRM: An Introduction to Customer Relationship Management
Dynamite Sales Presentations
Sales Training: Overcoming Objections to Nail the Sale
Prospecting For Leads Like a Pro
Sales Training: Selling Smarter
Telemarketing: Using the Telephone as a Sales Tool
HOW TO REGISTER |
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Business Ethics for the Office
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DEVELOPMENT COURSES
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Advanced writing skills ............................................................................................................................ This is a one-day workshop for those who already are good writers. Our time will be devoted to writing letters of recommendation, of persuasion, of refusal or of action, that reflect current word usage and up-to-date formats. You can also become more skilled at writing business cases, proposals and reports, and learn a bit more about e-mail etiquette.
How You Will Benefit:
What You Will Cover
• Discuss your writing challenges.
• How to make your writing clear, concise, and correct
• Learn how to make your writing clear, concise, and correct.
• Types of words and when to use them
• Improve sentence construction and paragraph development.
• Using inclusive language
• Identify some ways to make your writer simpler and easier to read.
• Sentence and paragraph construction
• Learn about a tool that can determine how readable your work is.
• Seven ways to simplify your writing • Business letter formats • How to write a report or proposal
• Develop effective business letters for tough situations.
• How to write a business case
• Discuss e-mail etiquette.
• E-mail etiquette
• Develop an appropriate writing style and format for your letters, business cases, and reports.
• Documenting sources
• How to write a request for proposals
• Recognize standard ways of documenting materials.
Building Your Self Esteem and Assertiveness Skills ............................................................................................................................ Building your self-esteem is essential for confidence and success, and it all begins with you. Of all the judgments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth, life can be enormously painful. During this one-day workshop you will discover some simple techniques that dramatically change how you feel about yourself. You will learn how to recognize the importance of learning self-acceptance and nurturing your sense of self.
How You Will Benefit:
What You Will Cover
• Learn how to create positive self-expectations
• Building your self-esteem
• Begin setting goals to get more of what you want from life
• Putting others at ease
• Develop self-talk messages that help build self esteem
• Fake it ‘til you make it!
• Identify communication tools to help you be more assertive
• Make positive first impressions • Internal self-esteem factors • Projecting self-confidence
• Learn how to say no, and when no is the best answer
• Negative vs. positive thinking
• Learn how to make a positive first impression
• How to wipe out worry
• Discover ways to connect with people
• Communication skills
• Distorted thinking
• Giving and receiving compliments 6 6
Business Etiquette ............................................................................................................................ In today’s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need business savvy and the ability to establish yourself in a credible manner. A faux pas at the wrong time can damage your career. If you are newly appointed to a management position, or if you interact with people you don’t know on a regular basis, this workshop can help you succeed. If you want to enhance and polish your business image, or if you just want to avoid feeling uncomfortable in the corporate world, this workshop will allow you to take a quantum leap forward in skill, sophistication, and confidence.
How You Will Benefit:
What You Will Cover
• Finesse introductions-from shaking hands and using eye contact to remembering names
• How business etiquette is crucial to your career
• Dress appropriately for every business occasion
• Ways of remembering names
• Feel more confident of your business communication in every situation • Use your business cards wisely • Perfect your handshake • Gain that extra edge that establishes trust and credibility
• How to make a good first impression • Business card etiquette • Dining etiquette • How to shake hands • Deciphering the dress code • What to include in a business wardrobe • Telephone etiquette • E-mail etiquette
Business Writing that Works ............................................................................................................................ For those who must write as part of their job, being able to write well is a real career boost. Learn how to capture your thoughts on paper so they are strong and persuasive, but at the same time clear, concise, complete, and correct. We can think about writing either as a process or as a product, the finished piece of writing. If we can think of it as a process, then by changing the way we go about writing, we can change the finished product. While participants will still be aiming to turn out a good product, their sense of satisfaction will arise partly from a greater appreciation of the process by which they get there. This two-day workshop will concentrate on the nitty-gritty details that writers have to contend with, and give them some practical advice on making the job less difficult. They will also have opportunity to discuss their writing problems and share solutions with others in the workshop.
How You Will Benefit:
What You Will Cover
• Have a better grasp of the basics of writing—that is, better appreciate the grammar, spelling, punctuation and sentence structure required for writing correctly.
• The Four C’s
• Practice the ability to write concisely and clearly, so that the reader will grasp quickly the message of the written material. • Learn the process of gathering material, putting it in a format that addresses the points under discussion, and bringing closure to the situation, through recommendations or next steps. • Develop a writing style in keeping with that used by experienced writers.
• Active vs. passive voice • Punctuation Tips • Sentence and Paragraph Structure • Writing Business Letters • Writing Reports and Memos • Inclusive Language • Spelling and Proofreading • E-mail Etiquette
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Communication Strategies ............................................................................................................................ This two-day workshop is designed to help you improve your interactions with other people in your workplace or at home. This workshop gives participants the opportunity to improve the critical communication skills of listening, asking questions and being aware of nonverbal messages. This workshop can also help participants who are struggling to find that middle ground between being too aggressive and too passive, and how to counter the manipulative tactics of difficult people. Participants also learn more about the elements of our communication with others that help us reveal appropriate information about ourselves, and how to get a handle on how to better manage ourselves for a professional image.
How You Will Benefit:
What You Will Cover
• Identify common communication problems that may be holding you back
• 10 commandments of positive relationships
• Develop skills in asking questions that give you information you need
• Feeling competent
• Learn what your non-verbal messages are telling others
• Self-awareness • Communication barriers • Asking good questions
• Develop skills in listening actively and empathetically to others
• Listening skills
• Learn how to firmly stand your ground and make your feelings heard
• Improving your self-image
• Enhance your ability to handle difficult situations without being manipulated
• Your frame of reference
• Be aware of the five types of relationships
• Johari Windows • Five approaches to relationships • The assertive formula • Saying no
Conflict Resolution: Dealing with Difficult People ............................................................................................................................ Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life.
How You Will Benefit:
What You Will Cover
• Recognize how your own attitudes and actions impact on others
• Interactions with others
• Find new and effective techniques for managing negative emotions
• Anthony Robbins’ Agreement Frame
• Develop coping strategies for dealing with difficult people and difficult situations
• Reciprocal relationships • Dealing with change • The five-step process
• Identify those times when you have the right to walk away from a difficult situation
• Managing your anger
• Learn some techniques for managing and dealing with anger.
• Why don’t people do what they are supposed to?
• Managing other people’s anger • Causes of difficult behavior • De-stress options
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Customer Service Training: Critical Elements of Customer Service ............................................................................................................................ Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for? This two day workshop will help you in all of these areas, and more!
How You Will Benefit:
What You Will Cover
• Recognize that service delivery is an individual response value.
• Who Are Your Customers? • Understanding and Meeting Expectations • Your Self-Image • Meeting Expectations • Setting Standards • SMART Goals • Telephone Techniques • Communication Skills • The Talkative Caller • Dealing With Difficult People • Steps To Problem-Solving • Resolving Conflict • Service PRIDE • Acting Assertively • Managing Stress
• Understand how your own behavior impacts the behavior of others. • Develop more confidence and skill as a problemsolver. • Communicate more assertively and effectively. • Learn some ways to make customer service a team approach.
Presentation Survival School ............................................................................................................................ A great presenter has two unique qualities: appropriate skills and personal confidence. This confidence comes from knowing what you want to say and being comfortable with your communication skills. In this two day workshop, you will master the skills that will make you a better speaker and presenter.
How You Will Benefit:
What You Will Cover
• Identify ways to gain rapport with your audience
• Communication skills • How to edit your conversation • Appropriately sharing yourself with others • Trust • Positive self-talk • Making the most of meetings • Body language • Sticky situations • Advantages of oral presentations • Planning your presentation with PAFEO • Overcoming nervousness • The STARR pattern • Start writing! • How to limit your information • Creating an audience profile • Your speaking voice • Adding punch to your presentation • Presentation practice
• Learn techniques to reduce nervousness and fear • Recognize how visual aids can create impact and attention • Develop techniques to create a professional presence • Learn some different ways to prepare and organize information • Prepare, practice, and present a short presentation
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Public Speaking: Speaking Under Pressure ............................................................................................................................ Speaking under pressure, or thinking on your feet, is based on being able to quickly organize your thoughts and ideas, and then being able to convey them meaningfully to your audience to modify their attitudes or behavior. It applies to formal speeches as well as everyday business situations. It requires presence of mind, goal orientation, adaptation, and judgment. It also requires differentiating between oral and written communications. This two day workshop has been designed for those who are in positions where they must speak in front of audiences that are hostile or demanding. This material is also suitable for those who are relatively new speakers who want some encouragement to speak up in meetings or who want some training before they begin making presentations on behalf of the organization. This course is aimed at improving your skills and learning some new techniques which will give you the persuasive edge when you are making a presentation, fielding difficult questions, or presenting complex information.
How You Will Benefit:
What You Will Cover
• Quick and easy preparation methods – whether you have one minute or one week to prepare.
• Getting started • Planning your presentation • Force field analysis • Understanding your audience • Controlling your jitters • Making your listener hear you • Key themes and key sentences • A plan to structure ideas • Organization methods • Our body language • Beginnings and endings • Expanding a basic plan • Practice presentations
• What you can do to prepare for questions before you know what those questions will be. • How you can overcome the nerves that you may have when speaking in front of a group, particularly if the group is not sympathetic to what you have to say. • Presentation techniques that establish your credibility and get people on your side.
Skills for the Administrative Assistant ............................................................................................................................ Work is not the only thing that matters in life, but most of us want to take pride in what we do. While we don’t have to like the people we work with, or report to, at the very least we should be able to interact positively with them. The biggest influence on job satisfaction is our relationship with others. This is a two-day workshop designed for those who work in support positions, to help them improve their everyday performance in an office environment. The two days will help you improve your communications skills, make a good first impression, and develop personal management skills.
How You Will Benefit: • Understand the importance of professional presence on the job. • Learn how to self-manage to become more effective and efficient. • Improve your communications skills, including listening, questioning, and being more assertive. • Increase your effectiveness in recognizing and managing conflict, and dealing with difficult people.
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What You Will Cover
• Personal Best, Professional Best • Putting Others at Ease • Distorted Thinking • The Steps to Feeling Good • Assertiveness • Communication Skills • Asking and Listening • Non-Verbal Messages • Writing Skills • Getting Ahead • Self Management • Setting Goals • Working With Difficult People • Learning to Say No • De-Stress Options
SpeakEasy: Conquering Your Fear of Speaking in Public ............................................................................................................................ Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this one day workshop is just for you! It’s aimed at anybody who wants to improve their speaking skills in informal situations. We’ll give you the confidence and the skills to interact with others and to speak in informal situations and in front of small groups.
How You Will Benefit:
What You Will Cover
• Enhance the ability to speak one-on-one with others.
• Good communication skills • Barriers to communication • The skill of interactive listening • Interpersonal skills • Self-disclosure • The art of conversation • Re-designing yourself for strength • Professionalism • Fifteen ways to master a meeting • Sticky situations • Controlling physical & mental nervousness
• Feel more confident speaking socially or small groups such as meetings. • Practice developing these skills in a safe and supportive setting
The Minute Taker’s Workshop ............................................................................................................................ No matter who you are or what you do, whether at work or in the community, you are involved in meetings. Meetings are costly, even if they are held in a company boardroom. To ensure meetings are productive and worth the expense involved, three ingredients are necessary: an assurance of closure, a strong chair or leader, and accurate minutes. It has been said that if the minutes of a meeting are not accurate, then the meeting may just as well not have taken place. If people can’t remember or agree on what actually occurred at a meeting, how can the group effectively accomplish its objectives? After this one-day workshop you will understand your role as a minute taker and the best techniques for producing minutes that include all the essential information needed.
How You Will Benefit:
What You Will Cover
• Recognize the importance of minute-taking.
• The role of a minute-taker • The skills of a minute-taker (including listening, critical thinking, and organization) • Meeting agreements • Styles of minutes (including formal, informal, and action) • What to record • Techniques for preparing minutes • Editing minutes • The minute book • Taking minutes in an interactive meeting •
• Develop key minute-taking skills, including listening skills, critical thinking, and organization. • Be able to remedy many of the complaints that beset minute-takers. • Be able to write minutes that are suitable for formal meetings, semi-formal meetings, and action minutes. • Be an efficient minute-taker in any type of meeting. • Be able to prepare and maintain a minute book.
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Time Management: Get Organized for Peak Performance ............................................................................................................................ Time is money, the saying goes, and lots of it gets lost in disorganization and disruption. This workshop will help you get a grip on your office space, organize your work flow, learn how use your planner effectively, and delegate some of your work to other people. This one-day workshop will also help you organize and prioritize for greater workplace efficiency. The workshop is full of ideas for organizing your work area and your paperwork and working on the “right” things. Get out of your mental rut. Think new thoughts about the time you have. Discover new ways of doing things, and feel more in control of your life.
How You Will Benefit:
What You Will Cover
• Better organize yourself and your workspace for peak efficiency. • Understand the importance of, and the most useful techniques for, setting and achieving goals. • Identify the right things to be doing and develop plans for doing them. • Learn what to delegate and how to delegate well. • Take control of things that can derail workplace productivity.
• The power of change • Understanding yourself • Setting goals • Planning • Setting a ritual • The four D’s and STING • Organizing your workspace • Organizing your files • Managing your workload
Working Smarter
............................................................................................................................ Rudeness in the workplace is increasing to the level that universities are studying it. Everyone is busy, everyone is stressed, and most people take it out on their colleagues at one time or another. We’ve all been in a situation where we need to print something ASAP and someone has left the printer jammed, or we need coffee and the coffeepot is empty. Technology is supposed to make life easier and simpler, but most managers find themselves cleaning up the messes caused by too many gadgets. How do we use technology to our advantage, to work smarter instead of harder?
How You Will Benefit:
• Be able to make your workplace a technology-friendly place • Make the most of computers, telephones, instant messaging, e-mail, contact management applications, and scheduling software • Communicate better with the IT department • Make the best software and training choices • Be able to set an IT budget • Keep employees safe and healthy • Develop and implement a system usage policy • Implement policies for dealing with company property • Decide whether or not employees should telecommute and make telecommuting work • Deal with workplace rage • Address technological issues
What You Will Cover
• What to do when your technology budget gets cut • E-mail etiquette • System usage policies • How to reduce RSIs • Ways to use technology to make work fun • Instant messaging acronyms • What to do when cell phones take over your meeting • How to prevent employees from getting mad at technology • What to do when you can’t get a problem solved by the IT department
Writing Reports and Proposals ............................................................................................................................ This two-day workshop is intended to help you do the writing your job demands. If you are a manager at any level in business, government, or industry, you must write reports. Whether you want to or not, you write to explain things, to smooth relationships and to convince others of the value of some course of action. Writing must be clear, concise, complete, and correct. It must also convey your message in a courteous tone. The workshop will help you to identify the range of this kind of writing, the forms it takes, and the persuasive techniques it requires.
How You Will Benefit: • To learn the value of good written communications. • To develop paragraphs that introduce, connect, develop, and conclude some part of an idea. • To prepare reports and proposals that inform, persuade, and provide information. • To learn how to proofread your work so you are confident it is clear, concise, complete, and correct. • To provide an opportunity to apply these skills in real work applications.
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What You Will Cover • Clear, concise, complete, correct • Constructing paragraphs • The four stages of report writing • Planning reports: PAFEO • Direct vs. indirect approach • Organizational strategies • Headings and subheadings • Tables and graphs • Format for reports • Reports vs. proposals • Steps in the persuasion process
HUMAN RESOURCES
MANAGEMENT COURSES
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Anger Management ............................................................................................................................ Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You don’t have to be a psychologist to know that managing anger productively is something few individuals, organizations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who don’t. The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This workshop is to help give you and your organization that edge.
How You Will Benefit:
What You Will Cover
• Be better able to recognize how anger affects our bodies, our minds, and our behavior. • Be better able to use the six-step method to break old patterns and replace them with a model for assertive anger. • Be better able to control your own emotions when faced with other peoples’ anger. • Be better able to identify ways to help other people safely manage some of their repressed or expressed anger.
• How anger affects our bodies and our minds • Coping thoughts • Express feelings appropriately • Prevent a build-up of frustration • How to deal with issues • Staying calm • Identifying anger pay-offs • Relaxation techniques • Identifying trigger thoughts • Developing your personal sanctuary • Identifying distorted thoughts
Secrets of Change Management: A One Day Primer ............................................................................................................................ In today’s world, change is inevitable and often difficult to deal with. During this one-day course you will learn how to implement, manage, and cope with change.
How You Will Benefit: • Find different ways of looking at change • Create a change implementation strategy • Make change easier for yourself and others • Develop techniques to cope with change, including resiliency and stress management • Know how to maintain a sense of control during a change
What You Will Cover
• What is change? • The Bridges, Conner and Jassen change models • Six reactions to change • Identifying the need for change • Identifying the cost and benefit • Setting the vision and goal • Creating and implementing a strategy • Planning for change
• Communication skills • Empowering employees • Building resiliency • Acknowledging reactions • Dealing with emotions • Managing negative stress • Exploring your options • Examining the reality • Your behavior is your choice
Controlling Anger Before It Controls You: A One Day Primer ............................................................................................................................ Everyone gets angry; it’s a completely natural response. But do you know how to manage that anger constructively? By the end of this one-day course, you will!
How You Will Benefit:
What You Will Cover
• Understand anger and its causes
• The costs of anger • The benefits of anger • Buttons and triggers • Precipitating factors • Distorted thinking • Passive, manipulative, assertive, aggressive, and passive-aggressive behavior types • Managing reactions • Starting an anger log • Relaxation techniques • Coping thoughts
• Understand behavior types • Develop coping tools • Improve your communication skills
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• Using humor • A model of release • Listening skills • Asking questions • Solving problems • Developing your assertiveness
Building Better Teams ............................................................................................................................ Teams have become a principle building block of successful organizations. This one-day workshop is a basic course for team leaders and team members, designed to focus on the characteristics of an effective team player and the elements of an effective team. You will leave the workshop with plans for your personal development as a team player and ideas for developing your back-home team. A critical element of this workshop is the Glen Parker Team Player Survey (PTPS), an 18 item self-assessment instrument that will help you identify your primary team player style, help you increase your personal effectiveness in team situations, and help you effectively develop your group into a high performing team.
workshop topics: • The PTPS will give you useful feedback about your team player style. • Identify ways you will want to change to improve your team player style. • Better understand and appreciate differences among team members. • Identify those ways your team must improve to be more effective. • Develop an action plan for those improvements.
Business Succession Planning ............................................................................................................................ Change is a hallmark of today’s business world. In particular, our workforce is constantly changing – people come and go, and move into new roles within the company. Succession planning can help you make the most of that change by ensuring that when someone leaves, there is someone new to take their place. This one-day course will help you develop, maintain, and evaluate your succession plan.
How You Will Benefit:
What You Will Cover
• Understand the value of succession planning for successful businesses. • Develop expertise with the key elements of a succession plan. • Create and discuss aspects of a succession plan. • Discuss the elements of a succession plan in terms of roles, responsibility, function, scope, and evaluation.
• A need for succession planning • Defining a succession plan • Identifying resources and analyzing risks • Defining roles, responsibilities, and functions • Gathering information • Forecasting needs • Putting the plan together • Putting the plan into action • Evaluating and reviewing the plan • Your action plan
Change Management: Change and How to Deal with It ............................................................................................................................ Managers traditionally have had the task of contributing to the effectiveness of their organization while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior management. Managers who have an understanding of the dynamics of change are better equipped to analyze the factors at play in their own particular circumstances, and to adopt practical strategies to deal with resistance. This one-day workshop will help you deal with change and will give you strategies to bring back to your employees.
How You Will Benefit:
What You Will Cover
At the end of the workshop, you will be able to:
• The change process
• Accept that there are no normal or abnormal ways of reacting to change
• The human response to change
• See change as an essential element that is positive
• The pace of change and the pace at which people adopt change
• Recognize that adapting to change is all about attitude
• The pyramid response to change
• Identify the stages of change we go through as we learn to deal with change
• The Four-Room Apartment of change and how to use it
• See change as an opportunity for self-motivation and innovation • Develop strategies for dealing with and accepting changes in your organization
• Resisting and welcoming change
• How to increase your resiliency to change • Managing anger • Dealing with stress • An action plan for success
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Conducting Effective Performance Reviews ............................................................................................................................ Performance reviews are an essential component of employee development. Someone once said, “If you always do what you’ve always done, you’ll always get what you’ve always got.” And, remember what the German philosopher Goethe said: “Treat people as if they were what they ought to be and you help them become what they are capable of being.” Setting goals and objectives to aim for will give supervisors and employees a unified focus and targets to aim for. Supervisors must also learn how to give feedback, both positive and negative, on a regular and timely basis so that employees can grow and develop. Performance appraisals involve all these activities.
How You Will Benefit:
What You Will Cover
• Recognize the importance of having a performance appraisal process for employees. • Understand how to work with employees to set performance standards and goals. • Develop strategies for managing employee performance. • Develop skills in observing and giving feedback, listening and asking questions, for improved performance. • Identify an effective interview process and have the opportunity to practice the process in a supportive atmosphere.
• The importance of performance appraisals • Developing standards and goals • Documenting performance • Performance feedback and coaching • The appraisal as a two-way process • Managing employee performance • How to fire someone • Accepting criticism
Conflict Resolution: Getting Along in the Workplace ............................................................................................................................ All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict. Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. These are the skills that you will develop in this two-day workshop.
How You Will Benefit:
What You Will Cover
• Understand what conflict is and how it can escalate. • Recognize the five most common conflict resolution styles and when to use them. • Increase positive information flow through nonverbal and verbal communication skills. • Develop effective techniques for intervention strategies. • Become more confident of your ability to manage conflicts to enhance productivity and performance. • Strengthen staff trust and morale.
• The positives and negatives of conflict • Types of conflict • The Johari Window • The five stages of conflict • Your conflict resolution style • The Communication Funnel • Questioning and listening skills • Seven steps to ironing things out • Facilitation skills • Setting norms • Making an intervention
Customer Service Training: Managing Customer Service ............................................................................................................................ The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energizing time to build and expand from where you are now.
How You Will Benefit:
What You Will Cover
• Identify ways to establish links between excellence in customer service and your business practices and policies. • Develop the skills and practices that are essential elements of a customer service focused manager. • Recognize what employees are looking for to be truly engaged. • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage. • Recognize who the customers are and what they are looking for.
• Who our customers are and what they expect • Sustaining an individual level of engagement • Communication skills • Appropriate sharing • Self-image & first impressions • Effective leadership • Situational leadership • Developing your leadership style • Managing employee engagement • Developing a Service Management System
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Employee Dispute Resolution: Mediation through Peer Review ............................................................................................................................ Have you ever been in a workplace situation where a supervisor has made a decision that you didn’t agree with? Did you wish that you could ask someone else what they thought of the decision; whether they would have done the same thing? The Peer Review process offers employees just that chance, using a formalized process. In this one-day workshop, you will cover all aspects of the process, from initiating the process, to choosing a facilitator and panel members, to having a hearing and making a decision.
How You Will Benefit:
What You Will Cover
• What the Peer Review process is • How employees file grievances and how management should respond • How a facilitator and a panel is chosen • What is involved in the hearing process, from preliminary meetings to the hearing itself, to the decision process • What responsibilities and powers a panel should have • Questioning techniques • Why peer review panels fail and how to avoid those pitfalls
• What is Peer Review? • Initiating the Process • Setting up the Peer Review Panel • Questioning Techniques • Overview of the Peer Review process: pre-meeting, hearing, and decision meeting • Walkthrough of a sample panel, with customizable case files • Why does the process fail? • How can we ensure the process succeeds?
Hiring for Success: Behavioral Interviewing Techniques
............................................................................................................................ This workshop concentrates on the pre-interview preparation; developing questions and their value; the interview techniques that get specific, behavior-based examples of past performance; and the strategies that follow through on this process. This workshop takes the behavioral interview even further with a discussion of communication techniques and the use of other types of interview questions.
How You Will Benefit:
What You Will Cover
• Recognize the costs incurred by an organization when a wrong hiring decision is made. • Develop a fair and consistent interviewing process for selecting employees. • Prepare better job advertisements and use a variety of markets. • Be able to develop a job analysis and position profile. • Use traditional, behavioral, achievement oriented, holistic, and situational interview questions. • Enhance skills that are essential for a skilled recruiter. • Effectively interview difficult applicants. • Check references more effectively. • Understand the basic employment and human rights laws that can affect the hiring process.
• The cost of hiring errors • Why use behavioral interview techniques • How to get the information you need • Advertising guidelines • Communication skills • Defensible resume screening • Developing an effective interview format • Ethical and legal issues • Interviewing techniques • Asking questions and listening for answers • Reference checks
Orientation Handbook: Getting Employees Off to a Good Start ............................................................................................................................ One reason people change jobs is that they never feel truly welcome or a part of the organization they join. If a company spends considerable money recruiting, interviewing, and perhaps even relocating employees, it makes good sense to go one step further and make the new employee feel like they have made a good decision to come to this company. A thoughtful new employee orientation program, coupled with an employee handbook that communicates workplace policies can reduce turnover and save that organization thousands of dollars. Whether your company has two employees or two thousand employees, don’t leave new employee orientation to chance.
How You Will Benefit: • Understand how important an orientation program is to an organization. • Identify the role of the human resource department in the orientation program. • Recognize how the commitment curve affects both new employees and their managers. • Establish the importance of having an employee handbook for new and long-term employees. • Determine the critical elements of effective employee training.
What You Will Cover • Finding, hiring, and keeping good people • Building employee commitment • Fast-track orientation • Designing a successful orientation program • The commitment curve • Adult learning principles and how to apply them • Learning styles inventory • Creating an employee manual • An orientation checklist
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Performance Management: Managing Employee Performance ............................................................................................................................ Inspiring someone to be their best is no easy task. Just how do you manage for optimum performance? How do you create a motivating environment that encourages people to go beyond their best? This one-day workshop will give you some of those skills.
How You Will Benefit:
What You Will Cover
• Understand the role of goal setting in performance management. • Have tools to help your employees set and achieve goals. • Have a better knowledge of motivational tools and techniques. • Have a three-phase model that will help you prepare employees for peak performance, activate their inner motivation, and evaluate their skills.
• The Shared Management Model • Setting Goals • Phase I (Preparation): Choosing the Right Person for the Job, Setting Standards, Coaching, and Training • Phase II (Activation): Motivation • Phase III (Ongoing and Formal Evaluation): Feedback and Performance Reviews
Problem Solving & Decision Making ............................................................................................................................ As an individual, facts and knowledge can only go so far. Solving tough problems requires the ability to define the true problem, analyze the possible causes, create options, select the most feasible option, and then implement it. This two-day workshop should help individuals enhance their efforts to find sustainable solutions and learn new ways to approach problem-solving to reach win-win decisions.
How You Will Benefit:
What You Will Cover
• Increase your awareness of problem solving steps and problem solving tools. • Distinguish root causes from symptoms to identify the right solution for the right problem. • Recognize the top ten rules of good decisionmaking. • Improve your problem solving and decision making skills through identifying your own problem solving style. • Identify ways to think creatively and work towards creative solutions.
• What is Problem Solving? • Problem Solving Styles • Earthquake! (Case Study) • The Problem Solving Model • Six Ways to Approach a Decision • The Problem Solving Toolkit (including Gradients of Agreement, fishbone analysis, lasso, cost/benefit analysis, using criteria, and force field analysis) • Thinking Outside the Box • Peerless Data Corp (Case Study)
Stress Management ............................................................................................................................ Today’s workforce is experiencing job burnout and stress in epidemic proportions. Workers at all levels feel stressed out, insecure, and misunderstood. Many people feel the demands of the workplace, combined with the demands of home, have become too much to handle. This one-day workshop explores the causes of such stress, and suggests general and specific stress management strategies that people can use every day.
How You Will Benefit:
What You Will Cover
• Understand that stress is a positive, unavoidable part of everybody’s life • Recognize the symptoms that tell you when you have chronic stress overload • Identify those situations in your life that cause you the greatest stress • Identify those actions which add to your stress • Change the situations and actions that can be changed • Create an action plan for work, home, and play to help reduce and manage stress • Deal better with situations and actions that can’t be changed
• Defining Stress and How It Affects Us • What Is Stress About? • Building a Solid Foundation • Mental Strategies • Stress at Work • Stress at Home • Time Management Tips • Drainers and Fillers
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SUPERVISORS & MANAGERS
TRAINING COURSES
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The Professional Supervisor ............................................................................................................................ In today’s changing workplace, many new supervisors are unsure of their roles and responsibilities. They have little experience dealing with the challenges of managing work through others. They haven’t had the opportunity to develop those critical skills of planning work, leading their group, and communicating with their employees, their colleagues, and their manager. This three-day workshop will give you just that opportunity.
How You Will Benefit:
What You Will Cover
• You will understand the scope and nature of the supervisory position.
• Adjusting to your role • A supervisor’s responsibilities • Making plans • Setting goals • Leadership • The Situational Leadership model • Problem employees • Synergy • Trust • Team development • Communication skills • The communication process • Motivation • Orientation • Training • Providing feedback • Delegation • Dealing with conflict • Discipline
• You will learn some ways to deal with the challenges of the role. • You will recognize the responsibilities you have as a supervisor, to yourself, to your team, and to your organization. • You will acquire a basic understanding of and develop strategies for leadership, team building, communication, and motivation and what part they play in effective supervision. • You will identify key techniques to help you plan and prioritize effectively
The ABC’s of Supervising Others ............................................................................................................................ This two-day workshop is designed to help you overcome many of the supervisory problems you will encounter in your first few weeks as a boss, whether you are a team leader, a project manager, or a unit coordinator. Dealing with the many problems a new supervisor encounters isn’t easy, but it doesn’t have to lead to discouragement.
How You Will Benefit: • Clarify roles and responsibilities of the new job. • Adjust to the new role with confidence and an assurance you can handle the position. • Develop your skills in listening, asking questions, resolving conflict, and giving feedback to employees. • Develop a technique for making sure you give employees instructions that are clear and understood. • Understand the importance of developing good relationships with employees and peers, so you are seen as fair and consistent. • Identify some techniques to deal with employee challenges, such as hostility, complaints, and laziness.
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What You Will Cover
• Pre-assignment review • Making the transition • Responsibilities of a supervisor • Setting goals • Planning for success • Listening skills • Asking questions • Giving feedback • Ask for what you want • Giving instructions • Orders, requests, and suggestions • Managing conflict • Dealing with difficult employees • Dealing with others • The reciprocal quality of relationships
Developing High Performance Teams ............................................................................................................................ Your success as a manager can often depend on how well your team operates. How are their problem-solving skills? Are they enthusiastic and motivated to do their best? Do they work well together? There have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you want to develop your team leadership skills and unleash the talent of your individual team members, this workshop is a practical look at current leadership practices that work.
How You Will Benefit:
What You Will Cover
• Identify different types of teams.
• Types of teams • The TORI model • The Team Player Survey • Organizations Today • The Stages of Team Development • Communication Skills • Shared Leadership • DeBono’s Thinking Hats • Managing Team Conflict • The Trust/Relationship Model • Obtaining Consensus • Team-Shaping Factors • Team Problem-Solving • SWOT Analysis
• Build teamwork by recognizing and tapping into the twelve characteristics of an effective team. • Promote trust and rapport by exploring your team player style and how it impacts on group dynamics. • Recognize the key elements that move a team from involvement to empowerment and how to give these elements to your team. • Develop strategies for dealing with team conflict and common situations. • Understand how action planning and analysis tools can help your team perform better.
Understanding Project Management ............................................................................................................................ Project management isn’t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time. This workshop is not intended to take you from a supervisory or administrative position to that of a project manager. However, these three days will familiarize you with the most common terms and the most current thinking about projects.
How You Will Benefit:
What You Will Cover
• Understand what is meant by a project.
• What is a project? • Project management basics • How can projects help me? • A project’s life cycle • Selling a project • Preparing your project • The role of a project manager • Project goals • Laying out the project (SOW) • Project risks and contingency planning • The work breakdown structure • Planning tools (including Gantt charts and PERT) • Budgets • Developing teams • Communication tools • Closing out a project • Team meetings • Project presentations
• Recognize what steps must be taken to complete projects on time and on budget. • Have a better ability to sell ideas and make presentations. • Know simple techniques and tools for planning and tracking your project. • Have methods for keeping the team focused and motivated.
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Project Management Fundamentals ............................................................................................................................ Project management isn’t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time. This workshop is not intended to take you from a supervisory or administrative position to that of a project manager. However, this one-day workshop will familiarize you with the most common terms and the most current thinking about projects.
How You Will Benefit:
What You Will Cover
• Understand what is meant by a project and project management
• Defining a project and project management • How projects can benefit you and your organization • Project life cycles • Selling your own project ideas • Role & skills of the project manager • Creating a vision • Setting project goals • Project planning worksheets • The statement of work • Discipline
• Identify benefits of projects • Identify the phases of a project’s life cycle • Enhance your ability to sell ideas and make presentations • Prioritize projects • Begin conceptualizing your project, including goals and vision statements • Use a target chart and other planning tools • Complete a Statement of Work
Negotiating for Results ............................................................................................................................ People who can master the art of negotiation find they can save time, save money, develop a higher degree of satisfaction with outcomes at home and at work, and earn greater respect in the workplace. Negotiating is a fundamental fact of life at any level. Whether you are working on a project or fulfilling support duties, this two day workshop will provide you with a basic comfort level to negotiate with both internal and external clients. This interactive workshop includes techniques to promote effective communications and gives you techniques for turning face-to-face confrontation into side-by-side problem solving.
How You Will Benefit: • Understand how often we all negotiate and the benefits of good negotiation skills. • Recognize the importance of preparing for the negotiation process, regardless of the circumstances. • Identify the various negotiation styles and their advantages and disadvantages. • Develop strategies for dealing with tough or unfair tactics. • Gain skill in developing alternatives and recognizing options. • Have the opportunity to practice the “how to” of these skills in a supportive environment. • Understand basic negotiation principles, including BATNA, WATNA, WAP, and the ZOPA. 22 22
What You Will Cover
• What is Negotiation? • The Successful Negotiator • Preparing for Negotiation • The Nuts and Bolts • Making the Right Impression • Getting off to a Good Start • Exchanging Information • The Bargaining Stage • Inventing Options for Mutual Gain • Getting Past No and Getting to Yes • Dealing with Negative Emotions • Moving from Bargaining to Closing • The Closing Stage
Motivation Training: Motivating Your Workforce ............................................................................................................................ It’s no secret. Employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive. This is a busy one-day workshop to help supervisors and managers create a more dynamic, loyal, and energized workplace. This program is designed specifically to help busy managers and supervisors understand what employees want and to provide them with a starting point for creating champions.
How You Will Benefit:
What You Will Cover
• Identify what motivation is
• What is motivation? • Supervising and motivation • Motivational theories • The carrot, the whip, and the plant • Fear and desire • Setting goals • The role of values • Creating a motivational climate • The expectancy theory • Designing a motivational job • A motivational checklist
• Learn about common motivational theories and how to apply them • Learn when to use the carrot, the whip, and the plant • Discover how fear and desire affect employee motivation • Explore ways to create a motivational climate and design a motivating job
Meeting Management: The Art of Making Meetings Work ............................................................................................................................ Meetings come in all shapes and sizes, from the convention to a quick huddle in an office hallway. This one-day program will be concerned with small working meetings; with groups that have a job to do requiring the energy, commitment, and talents of those who participate.
How You Will Benefit:
What You Will Cover
• Understand the value of meetings as a management tool.
• The basics for effective meetings • The best and the worst of meetings • Holding productive meetings • Preparing for meetings • Agendas • Setting the place • Leading a meeting • Process and content • Process tools, including DeBono’s thinking hats, rules of work, and facilitation skills • How to control a meeting • A plan for success
• Recognize the critical planning step that makes meeting time more effective. • Identify process tools that can help create an open and safe forum for discussion. • Develop and practice techniques for handling counterproductive behavior.
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Marketing and Sales ............................................................................................................................ A small marketing budget doesn’t mean you can’t meet your goals and business objectives – you just have to be more creative in your marketing tactics. This one-day workshop will show you how to get maximum exposure at minimum cost. Learn effective, low-cost, and non-cost strategies to improve sales, develop your company’s image, and build your bottom line.
How You Will Benefit:
• Identify your project’s tasks and resources • Order tasks using the Work Breakdown Structure • Schedule tasks effectively • Use basic planning tools such as a Gantt chart, PERT diagram, and network diagram • Prepare a project budget • Modify the project budget and schedule to meet targets • Identify and manage risks • Execute and terminate a project • Develop a change control process
What You Will Cover
• What really needs to be done? • Scheduling your project • The Work Breakdown Structure and other planning tools • Budgeting • Project risks • Schedule and budget compression • Change control process • Closing out a project
Intermediate Project Management ............................................................................................................................ Project management isn’t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time. This workshop is intended for those who understand the conceptual phase of a project’s life cycle, including setting goals, creating a vision statement, and creating the Statement of Work. This one-day workshop will take you through the remaining three stages: planning, execution, and termination.
How You Will Benefit:
• Identify your project’s tasks and resources • Order tasks using the Work Breakdown Structure • Schedule tasks effectively • Use basic planning tools such as a Gantt chart, PERT diagram, and network diagram • Prepare a project budget • Modify the project budget and schedule to meet targets • Identify and manage risks • Execute and terminate a project • Develop a change control process
What You Will Cover
• What really needs to be done? • Scheduling your project • The Work Breakdown Structure and other planning tools • Budgeting • Project risks • Schedule and budget compression • Change control process • Closing out a project
Advanced Project Management ............................................................................................................................ It’s easy to forget the “manager” part of your “project manager” title amongst all the activity during a project. However, it is crucial that you hone your management skills as they are an important part of your success as a project manager. There are also some advanced project management techniques that you can master to help bring your projects to the next level. These are the two areas that we will focus on in this one-day workshop.This workshop presumes that you have a thorough understanding of project management, including topics such as preparing a statement of work, setting project goals, scheduling, budgeting, managing project risks, and executing a project.
How You Will Benefit:
What You Will Cover
• Think critically when choosing a project team • Make the best of an assigned project team • Help teams move through various stages to become a high-functioning machine • Maximize productivity at team meetings • Reward and motivate your team • Develop and execute a communication plan • Communicate with sponsors and executives more effectively • Identify problem team members and strategies for working with them
• Choosing the Project Team • Scheduling Your Project • Building a Winning Team • Team meetings • Nine Easy Ways to Reward Your Team • Developing a Communication Plan • Communicating with Sponsors and Executives • Dealing with Problem Team Members
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Budgets & Managing Money ............................................................................................................................ For managers in today’s business world, it’s essential to have a working knowledge of finance. We all play a role in our organization’s financial health, whether we realize it or not. If you don’t have training or a background in finances, you may be at a disadvantage as you sit around the management table. Understanding the cycle of finance will help you figure out where you fit into your company’s financial structure, and how to keep your department out of the red. This workshop will familiarize you with the key concepts of finance and accounting and help you prepare budgets with more confidence.
How You Will Benefit: • Assess the financial performance and health of your firm. • Enhance your decision-making skills by integrating financial management concepts into your thinking. • Assess various software applications for managing finances. • Control the flow of money through your department. • Understand the budgeting process and forecasting techniques.
What You Will Cover
• Your role in company finances • Assets, liabilities, and equity • Accounts payable and receivable • Understanding financial statements • Budgeting and forecasting techniques • Comparing software applications • Tracking business expenses • GAAP • The human side of finances • Comparing investment opportunities • ISO 9001:2000
Business Leadership: Becoming Management Material ............................................................................................................................ This workshop is a tool for your leadership development. It is designed to help you create and accomplish your personal best, and to help you lead others to get extraordinary things done. At its core, leadership means setting goals, lighting a path, and persuading others to follow. But the responsibility entails much more. By accepting the challenge to lead, you come to realize that the only limits are those you place on yourself.
How You Will Benefit:
What You Will Cover
• Identify your leadership profile and explore how you can use this knowledge to create your own future • Assess your leadership competencies and learn how you can develop your strengths • Identify those additional skills and tools that can make you a better leader • Develop your ability to influence and communicate with others • Become a better problem-solver and decision-maker • Discover how you can prepare for and embrace the forces of change • Create a strategy to actively use these skills back in the workplace
• Leadership profile and competencies to highlight your strengths and challenges • Directional and consequential thinking and how to develop these skills • Strategies for influencing others through improved communication and interaction • Your role in making meetings effective, both as a leader and as a participant • Critical problem-solving skills and the tools and techniques you can use • Strategic planning with a SWOT analysis to introduce change • Ways to manage the change process effectively for sustainable growth
Coaching: A Leadership Skill ............................................................................................................................ Coach, Role Model, Counselor, Supporter, Guide...do these words ring a bell? Being a coach involves being a role model, sometimes a counselor or supporter, and always a guide. Coaching is based on a partnership that involves giving both support and challenging opportunities to employees. Knowing how and when to coach is an essential skill that can benefit both you and your organization. This one-day workshop will help you become a better coach in all senses of the word.
How You Will Benefit:
• Understand how coaching can be used to develop your team. • Develop the coaching skills that help improve individual performance. • Demonstrate the behaviors and practices of an effective coach. • Recognize employees’ strengths and give them the feedback they need to succeed. • Identify employee problems and ways you can help to correct them.
What You Will Cover
• Defining coaching • The two schools of coaches • Five critical coaching skills • Non-verbal communication • Johari Windows • Learning styles and principles • Methods of feedback • Benefits/consequences approach • Dealing with problem employees • When not to coach
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The Art of Delegating Effectively ............................................................................................................................ Delegation is often one of the hardest skills for a manager to master. However, the skill can be learned. This one-day workshop will explore many of the facets of delegation: when to delegate, and who to delegate to. We will also go through the delegation process step by step, to see where the pitfalls lie, and what we can do about getting around them.
How You Will Benefit:
What You Will Cover
• Clearly identify how delegation fits into your job and how it can make you more successful.
• What is delegation? • Why delegate? • Picking the right person • The delegation meeting • Levels of authority • Giving instructions • Communication skills • Monitoring delegation • Practicing delegation • Giving feedback • Becoming a good delegator
• Identify different ways of delegating tasks. • Use an eight-step process for effective delegation. • Give better instructions for better delegation results. • Ask better questions and listen more effectively. • Recognize common delegation pitfalls and how to avoid them. • Test your delegation skills.
Human Resources Training: HR For the Non HR Manager ............................................................................................................................ This is a three-day overview of human resource issues facing today’s business owners and managers. You do not always have the expertise to deal with the many employee relationship issues you face, and yet you will be expected to make decisions that are both effective and legal. This workshop will walk you through the hiring process, from performing a skills inventory to conducting the interview; discuss orientation; and cover some issues that arise after the hiring process (such as diversity issues, compensation, and discipline).
workshop topics:
course outline
• The latest trends in the human resource field and the changing role of the human resource professional.
• Planning employee orientation • The interview process • Using Behavior Description Interviewing • The importance of job descriptions • Advertising for resumes • Absenteeism • Diversity • Compensation and benefits • Discipline & Termination
• How to write job specifications and identify core competencies. • Methods of finding, selecting, and keeping the best people using behavioral description interviewing techniques. • How to get employees off to a good start. • How to deal with compensation and benefits. • How to maintain healthy employee relations. • How to make performance appraisals a cooperative process.
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TRAIN THE TRAINER
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Using Activities to Make Training Fun ............................................................................................................................ Most people have been at a party or some other social occasion where someone has told an inappropriate joke and ruined the mood (at least temporarily). Likewise, we’ve all been somewhere where the class clown is able to lighten the mood and help people have fun. The good news is that humor can help you make your training sessions just as engaging as those fun social occasions. Even better, you don’t need to be the class clown or an award winning comedian to do it. This one-day workshop will help you identify what kind of humor you can bring to the classroom, and how games can help you engage your participants.
How You Will Benefit:
What You Will Cover
• Understand how training can include the use of humor and games
• Adult learning principles • Let’s have some fun! • Obtaining buy-in • Choosing the right game • When games go badly • Using humor in training • Wavy lines • Quick and easy games • How to create a game
• Explore different types of games • Identify methods to elicit participant buy-in • Understand humor principles in adult learning • Troubleshoot when games go badly • Develop your own games
The Practical Trainer ............................................................................................................................ If you do on the job training in your organization, this three-day workshop can help you feel more comfortable and more competent. You will explore how adults learn and take a step-by-step approach to create training sessions that meet employee needs and you will have the opportunity to practice these skills in a safe environment. Training results are too important to leave to chance. Register today, so you will be prepared when you are asked to stand and deliver.
How You Will Benefit:
What You Will Cover
• Recognize the importance of considering the participants and their training needs, including the different learning styles and adult learning principles.
• Successful training programs
• Know how to write objectives and evaluate whether these objectives have been met at the end of a training session.
• Adult learning principles • Learning styles • Training objectives • Effective trainers versus ineffective trainers
• Conduct a short group training session that incorporates these training concepts.
• Training aids
• Develop an effective training style, using appropriate training aids and techniques.
• The training cycle
• Training techniques • Presentation skills • Using visual aids • Dealing with difficult trainees • Evaluating your training
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Survival Skills for the New Trainer ............................................................................................................................ Few people choose training and development while they are still in school, and yet there are talented and knowledgeable trainers working in every industry. Some individuals become trainers because they are passionate about sharing their knowledge and about helping people. Others become trainers because their employer asks them to get involved in mentoring, training, or coaching new or existing employees. Trainers also get started when they want to make some changes to their daily activities, but wish to continue contributing to a particular organization or industry. If you are thinking about becoming a trainer, or have started doing some training already and what to know more about what will help you to become an excellent trainer, this workshop will help. This one-day workshop is designed as an exploration of the essential skills that trainers need to develop, and to get you started on the learning process in an interactive and fun environment.
How You Will Benefit:
What You Will Cover
• Understand the essential background for trainers to have
• Preparing to learn • Understanding learning • Competencies for adult educators • Accommodating learning preferences • Adult learning • The art of facilitation • Planning a workshop • Visual aids • Your role as an effective communicator • Questioning as a training technique • Kirkpatrick’s levels of evaluation • On-the-job support • Dealing with difficult situations • Adding some fun • Team teaching • Training preparation and presentations
• Explore how being genuine enhances training • Identify the elements of good questions • Understand how to apply listening skills • Develop rapport building strategies • Describe the essentials of presentation skills
Facilitation Skills ............................................................................................................................ This workshop has been created to make core facilitation skills better understood and readily available for your organization. It represents materials and ideas that have been tested and refined over twenty years of active facilitation in all types of settings.
workshop topics:
course outline
• Distinguish facilitation from instruction and training.
• What is a Facilitator? • Types of Groups • Content and Process • Group Norms • Types of Thinking • Facilitating an Open Discussion • Controversial Issues • Listening for Common Ground • Common Facilitation Techniques • The Language of Facilitation • Dealing with Difficult Dynamics • Interventions • Sustainable Agreements • Stages of Team Development • Analysis Tools
• Identify the competencies linked to effective small group facilitation. • Understand the different between content and process. • Identify the four stages of team development and ways to help teams through each stage. • Use common process tools to make meetings easier and more productive.
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Developing Your Training Program ............................................................................................................................ Training is an essential element of development in any organization. Being knowledgeable and continuing to learn throughout your career can make you a very valuable asset. We also know that training and orientation for newly hired employees is a key factor in retention. This two-day workshop is designed for a trainer who wants to develop training programs that are meaningful, practical, and will benefit both trainees and the organizations they work for.
How You Will Benefit:
What You Will Cover
At the end of this two day course, participants will be able to: • Describe the essential elements of a training program • Apply different methodologies to program design • Demonstrate skills in preparation, research, and delivery of strong content • Explain an instructional model • Be prepared to create a training program proposal
• Program design • Identifying needs • The training model • The program’s basic outline • Evaluation strategies • Defining your approach • Researching and developing content • Pre-assignments in training • Choosing openings and energizers • Training instruments, assessments, & tools • Creating supporting materials • Testing the program • Creating proposals • Building rapport • Pulling it all together
Advanced Skills for the Practical Trainer ............................................................................................................................ Behind every spectacular training session is a lot of preparation and meticulous attention to detail. The truly skilled trainer can make a program exciting. The learners will have fun while they are learning. The facilitator has been able to involve their emotions as well as their minds. You will see the involvement, and you will feel the energy. To reach this stage as an adult educator isn’t always easy, but success isn’t just for the naturally gifted. It is possible for all of us who put effort into our personal growth and development, because we want the enormous satisfaction that comes from working with others to help them reach their potential as human beings. This three-day workshop is your start to that goal.
How You Will Benefit:
What You Will Cover
• Enhance your understanding of learning styles & how to accommodate all learning styles in the classroom
• Preparing to learn • Understanding learning • Competencies for adult educators • Accommodating learning preferences • Adult learning • The art of facilitation • Planning a workshop • Visual aids • Your role as an effective communicator • Questioning as a training technique • Kirkpatrick’s levels of evaluation • On-the-job support • Dealing with difficult situations • Adding some fun • Team teaching • Training preparation and presentations
• Understand the key principles of effective communication in a workshop setting • Use a variety of training techniques to stimulate participation • Develop a plan and prepare for an effective training session • Understand the different levels of evaluation and when to use each • Understand how and when to add fun and humor to your training session • Identify advanced interventions for difficult situations • Practice the skills needed for a team presentation 30 30
WORKPL ACE ESSENTIALS
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Workplace Violence ............................................................................................................................ Violence of any sort has many roots. 99% of the time, there are warning signs of workplace violence. That is why this three day workshop will take a comprehensive look at workplace violence: how to prevent it on an individual and an organizational level, and how to respond to it if it does occur.
How You Will Benefit:
What You Will Cover
• Understand what workplace violence is
• Albert Bandura’s behavior wheel • Warning signs of violence • McClure’s seven step anger management process • Communication skills • Problem solving tools • Stress management techniques • Norman Keith’s nine components of a violence prevention program • Turner’s fourteen stages of threat response • Developing a risk assessment program • Incident response checklist
• Be able to identify some warning signs of violence • Understand the cycle of anger • Understand Albert Bandura’s behavior wheel and how it applies to anger • Develop a seven-step process for managing your anger and others’ anger • Have better communication and problem solving skills, which will reduce frustration and anger • Develop some other ways of managing anger, including coping thoughts and relaxation techniques • Be familiar with the nine components of an organizational approach to managing anger, including risk assessment processes • Know what to do if a violent incident occurs in the workplace, on both an individual and organizational level
Workplace Harassment ............................................................................................................................ In 2003, the United States Merit Protection Board estimated that harassment cost the U.S. government approximately $164,000,000 (that’s 164 million dollars!) a year. No wonder companies are working to be more proactive in preventing harassment. But how do you prevent harassment from occurring? What sorts of policies should be in place? What should managers do to protect their employees? And if a complaint is filed, what will we do? All of these questions (and more!) will be answered in this two-day workshop.
How You Will Benefit:
What You Will Cover
At the conclusion of the workshop you will be able to:
• Reasonable man/woman guidelines
• Understand what behavior is and is not appropriate in the workplace, and why
• Benefits of harassment training
• Help your company create and implement a harassment policy
• Preventing harassment
• Protect yourself and your staff against harassment incidents and complaints
• Types of harassment • Protecting yourself from harassment • Confronting a harasser
• Understand when mediation is and is not appropriate
• The effective NO
• Understand the four-stage complaint resolution process
• Mediation
• Help identify solutions to a harassment complaint
• Keeping the workplace running
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• The four-stage complaint process • False complaints
Safety in the Workplace ............................................................................................................................ Workplace accidents and injuries cost corporations millions of dollars and thousands of hours lost every year. They also have a profound, often lifelong impact on workers. Introducing a safety culture into your organization, where safety is valued as an integral part of the business’ operation, not only saves the business time and money, it also builds a committed, loyal, healthy workforce. This one-day workshop will give you the foundation to start building your safety culture
How You Will Benefit:
What You Will Cover
• Understand the difference between a safety program and a safety culture • Have some resources to help you understand the regulations in your area • Be able to launch a safety committee • Understand how to identify hazards and reduce them • Know some hiring measures that can improve safety • Understand what a safety training program will involve • Be able to identify groups particularly at risk for injury and know how to protect them • Be able to help your organization write, implement, and review a safety plan • Be better able to respond to incidents and near misses • Understand the basics of accident investigation and documentation
• Defining a safety culture • Governing bodies and resources • Starting a safety committee • Identifying and resolving hazards • Taking proactive measures • Identifying groups at risk • Writing a safety plan • Implementing the plan • Incident management • Reviewing the program
Generation Gap ............................................................................................................................ There are currently five generations in the workforce, and employers faced with mass retirements of Baby Boomers are looking for ways to prepare for the changes that will result. This course examines the history and reality of the generation gap. This course explores whether defining the actual limits of each generation is most important, or whether the merits of people within the context of employment is the bigger issue. Understanding others helps us to understand ourselves and to manage the people that we work with. We will explore problems, solutions, and strategies to help overcome issues of the generation gap.
workshop topics:
course outline
• Develop our understanding of where the generation gap issue surfaces, and the impact it has on the modern workforce.
• History in brief • Finding common ground • Silents, Boomers, Xers, Ys, and Millennials • Recruiting that bridges the gap • Pre-assignment review • Solutions • The value of planning • Holding on for the good times • Developing targeted retention strategies • What we really want
• Understand and apply language that is specific to each generation currently in the workplace. • Explore organization strategies that overcome gap issues. • Evaluate the need and effectiveness of recruiting, retention, and succession plans in context of the generation gap.
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Diversity Training: Celebrating Diversity in the WorkplacE ............................................................................................................................ More than ever, a workplace is a diverse collection of individuals proud of who they are: their gender, their religion, their ethnic background, and all the other components that make an individual unique. In order for your workplace to succeed, your employees must be able to appreciate and celebrate those differences.
How You Will Benefit:
What You Will Cover
• Understand what diversity and its related terms mean • Be aware of how aware you are of diversity and where you can improve • Understand how changes in the world have affected you and your view • Be able to identify your stereotypes • Understand what terms are politically correct and which are not, and why • Be familiar with the four cornerstones of diversity • Understand what the pitfalls are relating to diversity and understand how to avoid them • Develop a technique for dealing with inappropriate behavior • Develop a management style to encourage diversity • Know what to do if you or one of your employees feels discriminated against
• What diversity and related terms mean • How has diversity changed your world? • Understanding and identifying stereotypes • Using politically correct language • The four cornerstones of diversity • The STOP technique • How to discourage diversity • Dealing with discrimination • Preventing discrimination • Managing for diversity
Business Ethics for the Office ............................................................................................................................ What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another. This two-day workshop will not provide you with an easy way to solve every ethical decision you will ever have to make. It will, however, help you define your ethical framework to make solving those ethical dilemmas easier. We’ll also look at some tools that you can use when you’re faced with an ethical decision. And, we’ll look at some techniques you can use so you don’t get stuck in an ethical quandary. Best of all, we’ll look at a lot of case studies so that you can practice making decisions in a safe environment.
How You Will Benefit:
What You Will Cover
• Understand the difference between ethics and morals
• The definition of ethics and morals • Identification of your values • Kohlberg’s six stages of moral development • Basic philosophical approaches • Core decision-making tools • Tools specific to ethical decision making • 22 golden keys to an ethical office • Dilemmas with co-workers, supervisors, clients, and company policy • How to avoid dilemmas • Recovering from a mistake
• Understand the value of ethics • Identify some of your values and moral principles • Be familiar with some philosophical approaches to ethical decisions • Identify some ways to improve ethics in your office • Know what is required to start developing an office code of ethics • Know some ways to avoid ethical dilemmas • Have some tools to help you make better decisions
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SALES TRAINING
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Sales Training: Building Relationships for Success in Sales ............................................................................................................................ No one questions that making friends is a good thing. In this workshop, you are going to discover that the business of business is making friends, and the business of all sales professionals is making friends and building relationships. Strategic friendships will make or break any business, no matter how big and no matter what kind of market.
How You Will Benefit:
What You Will Cover
• Learn the secrets to being a friend in sales
• How to get people to like you • Influences in forming relationships • Building customer relationships • Self-disclosure • How to win friends and influence people • Communication skills • Sending the right non-verbal messages • Managing mingling • Networking effectively • Developing an effective handshake • Business card do’s and don’ts • Tips on remembering names
• Enjoy more sales success • Identify strategies for building strategic sales relationships and finding personal fulfillment in the process.
Call Center Training ............................................................................................................................ Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical three-day workshop.
How You Will Benefit:
What You Will Cover
• Develop an understanding of the nuances of body language and verbal skills.
• What’s missing in telephone communication?
• Learn aspects of verbal communication such as tone, cadence, and pitch.
• Who are your customers?
• Demonstrate an understanding of questioning and listening skills.
• Verbal communication • Questioning and listening skills • Asking the right questions
• Acquire comfort with delivering bad news and saying no.
• Vocal exercises
• Learn effective ways to negotiate.
• Taking messages
• Understand the importance of creating and delivering meaningful messages.
• Staying out of voice mail jail
• Use tools to facilitate communication.
• Cold and warm calls
• Realize the value of personalizing interactions and developing relationships.
• Developing and perfecting a script
• Practice vocal techniques that enhance speech and communication ability.
• Handling objections
• Personalize techniques for managing stress.
• Sales by phone
• A look back
• Going above and beyond • High impact moments • Tips for chatty and difficult callers • Phone tag and getting the call back • Stress busting
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• News from within
CRM: An Introduction to Customer Relationship Management ............................................................................................................................ As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyze technical and complicated systems. This one-day workshop sorts through a myriad of information and brings you the basics you need to make a decision about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.
How You Will Benefit:
What You Will Cover
• Develop an understanding of the terms and benefits of CRM on a company’s bottom line
• What CRM is and who it serves • Checklist for success • Requirement driven product selection • Considerations in tool selection • Strategies for customer retention • Building the future • Homegrown vs. the application service provider • The development team • Evaluating and reviewing your program
• Analyze the different components of a CRM plan • Develop a checklist for readiness and success in CRM • Consider developmental roles that have the greatest impact on CRM • Develop an understanding of how CRM creates value for organizations and customers
Dynamite Sales Presentations ............................................................................................................................ A great sales presentation does not demand you have all the bells and whistles to impress the client with your technical skills. Rather, try impressing your clients with your knowledge of the products and services you sell and your understanding of their problems and the solutions they need. This one-day workshop will focus on your formal written proposal and in-person presentation.
workshop topics:
course outline
• Identify the key elements of a quality proposal
• Business Writing Basics • Writing a Proposal • Writing Your Proposal • Getting Thoughts on Paper • Basic Formats • Editing • The Finishing Touches • The Handshake • Getting Ready for Your Presentation • Elements of a Successful Presentation • Dressing Appropriately • Dealing with Questions
• Know how to write a winning proposal • Perfect your first impression, including your dress and your handshake • Feel more comfortable and professional in face-toface presentations
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Sales Training: Overcoming Objections to Nail the Sale ............................................................................................................................ If you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale. This one day workshop will help you plan, prepare, and execute proposals and presentations that address customer concerns, reduce the number of objections you encounter, and improve your batting average at closing the sale.
How You Will Benefit:
What You Will Cover
• Identify the steps you can take to build your credibility.
• Building credibility • Your competition • Critical communication skills • Observation skills • Handling customer complaints • Overcoming objections • Handling objections (including general and specific response strategies) • Pricing issues • How can teamwork help me? • Buying signals • Closing the sale
• Identify the objections that you encounter most frequently. • Develop appropriate responses when prospective buyers throw you a curve. • Learn ways to disarm objections with proven rebuttals that get the sale back on track. • Learn how to recognize when a prospect is ready to buy. • Discuss how working with your sales team can help you succeed.
Prospecting For Leads Like a Pro ............................................................................................................................ Prospecting is the key to your success. Your success today is a result of the prospecting you did six months ago. Become skilled at networking and remember the old 80/20 rule. Know who to target and how to target them, and remember to do some prospecting every day through warming up cold calls, following up on leads, or networking. Build your personal prospecting plan to ensure your future by planting seeds daily.
How You Will Benefit:
What You Will Cover
• Understand the importance of expanding a client base through effective prospecting.
• The importance of prospecting
• Learn how to use a prospect board to make you more successful.
• Your customer profile
• Identify target markets and target companies with the 80/20 rule in mind.
• Targeting your market • Making the most of trade shows • Setting goals
• Develop and practice networking skills at every opportunity.
• Networking
• Develop, refine, and execute the art of cold calling.
• Developing and using a prospect board
• The 80/20 rule • Warming up cold calls • Public speaking • Regaining lost accounts • Going above and beyond
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Sales Training: Selling Smarter ............................................................................................................................ It’s no secret that selling has changed in recent years. We are all working harder, with more responsibilities. High pressure selling is no longer effective. Customers want involvement. They want to be recognized and listened to. And they don’t want you to forget them once the sale is made. Two key objectives of this one day workshop are to help employees feel more comfortable and skilled in selling to their customers and to help them identify and address some of their customer service challenges.
How You Will Benefit:
What You Will Cover
• Understand a wonderful paradox: helping other people get what they want gives us more of what we want.
• Essential selling skills • What is selling? • Features and benefits • Setting SMART goals • Time management tips • Customer service • Types of selling • Ten major mistakes • Selling price • Finding new clients
• Use goal-setting techniques as a way to focus on what you want to accomplish and develop strategies for getting there. • Recognize the difference between features and benefits of products and services. • Identify and be able to better present the competitive strengths of your products and services, so that you can be proactive in handling objections and more successful at asking for the business. • Use different types of selling for different situations. • Identify ways to find new clients and network effectively.
Telemarketing: Using the Telephone as a Sales Tool ............................................................................................................................ It’s no secret that selling has changed in recent years. We are all working harder, with more responsibilities. High pressure selling is no longer effective. Customers want involvement. They want to be recognized and listened to. And they don’t want you to forget them once the sale is made. Two key objectives of this one day workshop are to help employees feel more comfortable and skilled in selling to their customers and to help them identify and address some of their customer service challenges.
workshop topics:
course outline
• Understand a wonderful paradox: helping other people get what they want gives us more of what we want.
• Change your skills, change your income • Separating your company from the competition • Building trust and respect • The Johari window • Good communication skills • Developing your script • Pre-call planning • Phone tag and call backs • Following up • Closing the sale
• Use goal-setting techniques as a way to focus on what you want to accomplish and develop strategies for getting there. • Recognize the difference between features and benefits of products and services. • Identify and be able to better present the competitive strengths of your products and services, so that you can be proactive in handling objections and more successful at asking for the business. • Use different types of selling for different situations. • Identify ways to find new clients and network effectively.
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HOW TO REGISTER Register now online at www.CareerNation.com or contact any of our offices.
U.S.A 50 Main Street, Suite1000 White Plains, New York 10606 United States Tel: +1-914-347-9565 1-646-435-0074 Fax: +1-914-620-1521 E-mail: seminar@CareerNation.com
NIGERIA Lagos Alpha Plaza KM 17, Lekki Express Way Lekki Peninsula, Lagos Tel: +234-806-273-8580, 0803-502-9265 09-87026108, 09-87026106 Fax: 9.413.0750 E-mail: seminar@CareerNation.com
ABUJA Plot 423 Cadastrial Zone Central Business District, FCT Abuja, Nigeria Tel: +234-806-273-8580, 0803-502-9265 09-87026108, 09-87026106 Fax: 9.413.0750 E-mail: seminar@CareerNation.com
ENUGU 47 Umuoji Street, Independence Layout Enugu, Nigeria. Tel: + 234-0803-502-9265, 09-87026108, 09-87026106 E-mail: seminar@CareerNation.com
KENYA 4th Floor, Titan House Chaka Road P.O. Box 7201-00100 Tel. 254-020- 2710565 / 2082677. Nairobi, Kenya. E-mail: seminar@CareerNation.com
GHANA 725/2 18th Lane, Osu R.E, Accra, Ghana. Tel: 233-243-339823 E-mail: seminar@CareerNation.com
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