Courses Accordion

Construction Specifications and Requirements Courses

CSR Part 1

Module 1 – Flooring System Module 1 – Flooring System
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Module 2 – Bottom Sill Plates
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Module 3 – Top Plates
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Module 4 – Wall Studs
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Module 5 – Wall Intersection
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CSR Part 2

Module 6 – Balloon Framed Walls
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Module 7 – Degree Angles
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Module 8 – Hard Surface Flooring
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Module 9 – Wall Openings
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Module 10 – Beams
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Module 11 – Stairs
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CSR Part 3

Module 12 – Wall Blocking
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Module 13 – Ceiling
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Module 14 – HVAC System
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Module 15 – Drywall Backing
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Module 16 – Plumbing
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CSR Part 4

Module 17 – Bottom Sill Plate
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Module 18 – Dryer Vent
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Module 19 – Electrical
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Module 20 – Fire Block / Draft Stop
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Module 21 – Fireplaces
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CSR Part 5

Module 22 – HVAC
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Module 23 – Plumbing
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Module 24 – Subfloor
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Module 25 – Top Plate
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Module 26 – Water Heater
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CSR Part 6

Module 27 – Outlet Spacing
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Module 28 – Dryer Vent
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Module 29 – Wall Bracing
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Module 30 – Foundation and Support
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Module 31 – Wall Sheathing
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CSR Part 7

Module 32 – Wall Penetration
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Module 33 – Flashing
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Module 34 – Siding and Trims
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Module 35 – Plumbing
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Module 36 – Electrical
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Module 37 – Drainage
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General Skills (20 Courses)

Business Etiquette Best Practices

Success in any industry relies on relationships, whether with co-workers, clients, suppliers, or investors. When you’re well-mannered and considerate in dealing with others, you create engaging, productive, and long term business relationships. As such, it is important to learn, not just the technical side of a business, but how to conduct one’s self in the company of others. This is where business etiquette comes in. This course will introduce participants to business etiquette, as well as provide guidelines for the practice of business etiquette across different situations.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Define etiquette and provide an example of how etiquette can be of value to a company or organization.
  • Understand the guidelines on how to make effective introductions.
  • Identify the 3 C’s of a good impression.
  • Identify at least one way to minimize nervousness while in social situations.
  • Understand how to use a business card effectively.
  • Identify and practice at least one way to remember names.
  • Identify the 3 steps in giving a handshake.
  • Enumerate the four levels of conversation and provide an example for each.
  • Understand place settings, napkin etiquette, and basic table manners.
  • Understand the protocol in ordering in a restaurant, handling alcohol in a business meal, paying the bill, and tipping.
  • Understand basic guidelines when it comes to the proper form of address, grammar standards, and use of acronyms in e-mails.
  • Understand basic guidelines in the use of the telephone, voicemail, and cell phone.
  • State the difference between a formal and an informal letter.
  • Create an effective ‘Thank You’ note.
  • Understand the meaning of colors in dressing for success.
  • Differentiate among the dressy casual, semi-formal, formal and black tie dress code.
  • Understand basic guidelines in international etiquette.

Understanding Etiquette

  • Etiquette Defined
  • The Importance of Business Etiquette
  • Case Study
  • Assessment

Networking for Success

  • Creating an Effective Introduction
  • Making a Great First Impression
  • Minimizing Nervousness
  • Using Business Cards Effectively
  • Remembering Names
  • Case Study
  • Assessment

The Meet and Greet

  • The Three-Step Process
  • The Four Levels of Conversation
  • Case Study
  • Assessment

The Dining in Style

  • Understanding Your Place Setting
  • Using Your Napkin
  • Eating Your Meal
  • Sticky Situations and Possible Solutions
  • Case Study
  • Assessment

Eating Out

  • Ordering in a Restaurant
  • About Alcoholic Beverages
  • Paying the Bill
  • Tipping
  • Case Study
  • Assessment

Business Email Etiquette

  • Addressing Your Message
  • Grammar and Acronyms
  • Top 5 Technology Tips
  • Case Study
  • Assessment

Phone Etiquette

  • Developing an Appropriate Greeting
  • Dealing with Voicemail
  • Cell Phone Do’s and Don’ts
  • Case Study
  • Assessment

The Written Letter

  • Thank You Notes
  • Formal Letters
  • Informal Letters
  • Case Study
  • Assessment

Dressing for Success

  • The Meaning of Colors
  • Interpreting Common Dress Codes
  • Deciding What to Wear
  • Case Study
  • Assessment
Collaborative Business Writing

Collaborative business writing is a growing trend among industries because it is a concept that utilizes the talent and knowledge of several individuals to create one final piece of work. Since collaborative writing in the workplace can be done by several different employees, the final work can feature several different views, aspects and opinions that may not be seen if the job had been completed by one person. This concept is also helpful when companies have large projects to finish, since it can be broken down into several ‘parts’ for team members to complete individually.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define collaborative business writing
  • Know different types of collaborative writing
  • Know how to collaborate with team members
  • Learn methods of handling conflict in writing
  • Build collaborative writing teams

What is Collaborative Business Writing?

  • Clarifying the Objective
  • Practical Writing Approaches
  • Collaborative Writing Strategies
  • Case Study
  • Assessment

Types of Collaborative Business Writing

  • Construction – “Cut and Paste”
  • Parallel Construction – “Puzzle”
  • Sequential Summative Construction
  • Integrating Construction
  • Case Study
  • Assessment

Collaborative Team Members

  • Team Leader Selection
  • Chief Editor Selection
  • Characteristics of Team Members
  • Ways to Build Collaborative Writing Team
  • Case Study
  • Assessment

Collaborative Tools and Processes

  • Outlines and Storyboards
  • Collaborative Planning
  • Collaborative Revision
  • Collaborative Team Cohesion
  • Case Study
  • Assessment

Setting Style Guidelines

  • Setting Style Guidelines
  • Voice and Person
  • Format
  • Consistent Spelling of Commonly Used Words
  • Numbers as Words or Figures
  • Case Study
  • Assessment

Barriers to Successful Collaborative Writing

  • Hoarding
  • Innovation
  • Search
  • Knowledge Transfer
  • Case Study
  • Assessment

Overcoming Collaborative Writing Barriers

  • Practice T-shaped Management
  • Building a Network of Alliances
  • Implementing Enablers
  • Assessing the Culture and Areas for Improvement
  • Case Study
  • Assessment

Styles of Dealing with Conflict

  • Ensure that Good Relationships are the First Priority
  • Keep People and Problems Separate
  • Pay Attention to the Interests that are Being Presented
  • Listen First, Talk Second
  • Case Study
  • Assessment

Tips for Successful Business Writing Collaboration

  • Determine Purpose
  • Formulate Outline and Organizational Format
  • When Choosing a Team Leader, Remember…
  • Assign Writing Tasks and Associated Duties
  • Case Study
  • Assessment
Creative Problem Solving Skills

In the past few decades, psychologists and business people alike have discovered that successful problem solvers tend to use the same type of process to identify and implement the solutions to their problems. This process works for any kind of problem, large or small. This course will give participants an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Understand problems and the creative problem solving process
  • Identify types of information to gather and key questions to ask in problem solving
  • Identify the importance of defining a problem correctly
  • Identify and use four different problem definition tools
  • Write concrete problem statements
  • Use basic brainstorming tools to generate ideas for solutions
  • Use idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method
  • Evaluate potential solutions against criteria, including cost/benefit analysis and group voting
  • Perform a final analysis to select a solution
  • Understand the roles that fact and intuition play in selecting a solution
  • Understand the need to refine the shortlist and re-refine it
  • Understand how to identify the tasks and resources necessary to implement solutions
  • Evaluate and adapt solutions to reality
  • Follow up with solution implementation to celebrate successes and identify improvements

The Problem Solving Method

  • What is a Problem?
  • What is Creative Problem Solving?
  • What are the Steps in the Creative Solving Process?
  • Case Study
  • Assessment

Information Gathering

  • Understanding Types of Information
  • Identifying Key Questions
  • Methods of Gathering Information
  • Case Study
  • Assessment

Problem Definition

  • Defining the Problem
  • Determining Where the Problem Originated
  • Defining the Present State and the Desired State
  • Stating and Restating the Problem
  • Analyzing the Problem
  • Writing the Problem Statement
  • Case Study
  • Assessment

Preparing for Brainstorming

  • Identifying Mental Blocks
  • Removing Mental Blocks
  • Stimulating Creativity
  • Case Study
  • Assessment

Generating Solutions (I)

  • Brainstorming Basics
  • Brain-Writing and Mind Mapping
  • Duncker Diagrams
  • Case Study
  • Assessment

Generating Solutions (II)

  • The Morphological Matrix
  • The Six Thinking Hats
  • The Blink Method
  • Case Study
  • Assessment

Analyzing Solutions

  • Developing Criteria
  • Analyzing Wants and Needs
  • Using Cost/Benefit Analysis
  • Case Study
  • Assessment

Selecting a Solution

  • Doing a Final Analysis
  • Paired Comparison Analysis
  • Analyzing Potential Problems
  • Case Study
  • Assessment

Planning Your Next Steps

  • Identifying Tasks
  • Identifying Resources
  • Implementing, Evaluating, and Adapting
  • Case Study
  • Assessment
Critical Thinking Skills

We live in a knowledge based society, and the more critical you think the better your knowledge will be. Critical Thinking provides you with the skills to analyze and evaluate information so that you are able to obtain the greatest amount of knowledge from it. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur.

Critical Thinking will lead to being a more rational and disciplined thinker. It will reduce your prejudice and bias which will provide you a better understanding of your environment. This course will provide you the skills to evaluate, identify, and distinguish between relevant and irrelevant information. It will lead you to be more productive in your career, and provide a great skill in your everyday life.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. The objectives for this course are as follows:

  • Understand the components of critical thinking
  • Utilize non-linear thinking
  • Use logical thinking
  • Recognize what it means to be a critical thinker
  • Evaluate information using critical thinking skills
  • Identify the benefits of critical thinking
  • Revise perspective, when necessary
  • Comprehend problem solving abilities

Components of Critical Thinking

  • Applying Reason
  • Open Mindedness
  • Analysis
  • Logic
  • Case Study
  • Assessment

Non-Linear Thinking

  • Step Out of Your Comfort Zone
  • Don’t Jump to Conclusions
  • Expect and Initiate Change
  • Being Ready to Adapt
  • Case Study
  • Assessment

Logical Thinking

  • Ask the Right Questions
  • Organize the Data
  • Evaluate the Information
  • Draw Conclusions
  •  

Critical Thinkers (I)

  • Active Listening
  • Be Curious
  • Be Disciplined
  • Be Humble
  • Case Study
  • Assessment

Critical Thinking (II)

  • Seeing the Big Picture
  • Objectivity
  • Using Your Emotions
  • Being Self-Aware
  • Case Study
  • Assessment

Evaluate the Information

  • Making Assumptions
  • Watch out for the Bias
  • Ask Clarifying Questions
  • SWOT Analysis
  • Case Study
  • Assessment

Benefits of Critical Thinking

  • Being More Persuasive
  • Better Communication
  • Better Problem Solving
  • Increased Emotional Intelligence
  • Case Study
  • Assessment

Changing Your Perspective

  • Limitations of Your Point of View
  • Considering Others Viewpoint
  • Influences on Bias
  • When New Information Arrives
  • Case Study
  • Assessment

Problem Solving

  • Identify Inconsistencies
  • Trust Your Instincts
  • Asking Why?
  • Evaluate the Solution(s)
Delivering Constructive Criticism Effectively

Constructive criticism can be a helpful tool when used with the intent of helping or improving a situation in the workplace. However, it can be one of the most challenging things not only to receive, but also to give.It can often involve various emotions and feelings, which can make matters delicate.But when management learns effective ways to handle and deliver constructive criticism, employees can not only learn from their mistakes, but even benefit from them.

To effectively deliver constructive criticism, you must understand what it is, how it is used, and its purpose. By the end of this course, you will be able to:

  • Understand when feedback should take place
  • Learn how to prepare and plan to deliver constructive criticism
  • Determine the appropriate atmosphere in which it should take place
  • Identify the proper steps to be taken during the session
  • Know how emotions and certain actions can negatively impact the effects of the session
  • Recognize the importance of setting goals and the method used to set them
  • Uncover the best techniques for following up with the employee after the session

When Should Feedback Occur?

  • Repeated Events or Behavior
  • Breaches in Company Policy
  • When Informal Feedback Has Not Worked
  • Immediately After the Occurrence
  • Case Study
  • Assessment

Preparing and Planning

  • Gather Facts on the Issue
  • Practice Your Tone
  • Create an Action Plan
  • Keep Written Records
  • Case Study
  • Assessment

Choosing a Time and Place

  • Check the Ego at the Door
  • Criticize in Private, Praise in Public
  • It Has to Be Face to Face
  • Create a Safe Atmosphere
  • Case Study
  • Assessment

During the Session (I)

  • The Feedback Sandwich
  • Monitor Body Language
  • Check for Understanding
  • Practice Active Listening
  • Case Study
  • Assessment

During the Session (II)

  • Set Goals
  • Be Collaborative
  • Ask for a Self-Assessment
  • Always Keep Emotions in Check
  • Case Study
  • Assessment

Setting Goals

  • SMART Goals
  • The Three P’s
  • Ask for Their Input
  • Be as Specific as Possible
  • Case Study
  • Assessment

Diffusing Anger or Negative Emotions

  • Choose the Correct Words
  • Stay on Topic
  • Empathize
  • Try to Avoid “You Messages”
  • Case Study
  • Assessment
  • What Not to Do
  • Attacking or Blaming
  • Not Giving Them a Chance to Speak
  • Talking Down
  • Becoming Emotional
  • Case Study
  • Assessment

After the Session (I)

  • Set a Follow-Up Meeting
  • Make Yourself Available
  • Be Very Specific with the Instructions
  • Provide Support and Resources
  •  
  • Case Study
  • Assessment
Effective Attention Management

A distracted workforce is less than effective. Employees who do not pay attention to their work can waste valuable time and make careless mistakes. Attention management is a useful skill that allows managers to connect with their employees on an emotional level and motivate them to focus on their work and how to reach their personal and company goals.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define and understand attention management.
  • Identify different types of attention.
  • Create strategies for goals and SMART goals.
  • Be familiar with methods that focus attention.
  • Put an end to procrastination.
  • Learn how to prioritize time.

Introduction to Attention Management

  • What Is Attention Management?
  • Stop Thinking and Pay Attention!
  • What Is Mushin?
  • What is Xin Yi (Heart Minded)?
  • Case Study
  • Assessment

Types of Attention

  • Focused Attention
  • Sustained Attention
  • Selective Attention
  • Alternating Attention
  • Attention CEO
  • Attentional Blink
  • Case Study
  • Assessment

Strategies for Goal Setting

  • Listening to Your Emotions
  • Prioritizing
  • Re-Gating
  • Case Study
  • Assessment

Meditation

  • Beta
  • Alpha
  • Theta
  • Delta
  • Gamma
  • Case Study
  • Assessment

Training Your Attention

  • Mushin
  • Meditation
  • Focus Execute
  • Visualization
  • Case Study
  • Assessment

Attention Zones Model

  • Reactive Zone
  • Proactive Zone
  • Distracted Zone
  • Wasteful Zone
  • Case Study
  • Assessment

SMART Goals

  • The Three P’s
  • The SMART Way
  • Prioritizing
  • Evaluating and Adapting
  • Case Study
  • Assessment

Keeping Yourself Focused

  • The One Minute Rule
  • The Five Minute Rule
  • What to Do When You Feel Overwhelmed
  • Case Study
  • Assessment

Procrastination

  • Why We Procrastinate
  • Nine Ways to Overcome Procrastination
  • Eat That Frog
  • Case Study
  • Assessment
Effective Communication Strategies

For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something. This workshop will help participants understand the different methods of communication and how to make the most of each of them.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you should be able to:

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and paraverbal communication skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others
  • Identify and mitigate precipitating factors
  • Establish common ground with others
  • Use “I” messages

The Big Picture

  • What is Communication?
  • How Do We Communicate?
  • Other Factors in Communication
  • Case Study
  • Assessment

Understanding Communication Barriers

  • An Overview of Common Barriers
  • Language Barriers
  • Cultural Barriers
  • Differences in Time and Place
  • Case Study
  • Assessment

Paraverbal Communication Skills

  • The Power of Pitch
  • The Truth about Tone
  • The Strength of Speed
  • Case Study
  • Assessment

Non-Verbal Communication

  • Understanding the Mehrabian Study
  • All About Body Language
  • Interpreting Gestures
  • Case Study
  • Assessment

Speaking Like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result
  • Case Study
  • Assessment

Listening Skills

  • Seven Ways to Listen Better Today
  • Understanding Active Listening
  • Sending Good Signals to Others
  • Case Study
  • Assessment

Asking Good Questions

  • Open Questions
  • Closed Questions
  • Probing Questions
  • Case Study
  • Assessment

Appreciative Inquiry

  • The Purpose of AI
  • The Four Stages
  • Case Study
  • Assessment

Mastering the Art of Conversation

  • Level One: Discussing General Topics
  • Level Two: Sharing Ideas and Perspectives
  • Level Three: Sharing Personal Experiences
  • Our Top Networking Tips
  • Case Study
  • Assessment
Effective Job Search Skills

Searching for a job can be intimidating. How do you know what job you’re best suited for? How do you build a winning résumé and cover letter? Where can you find job leads? How do you network without feeling nervous? What happens when you land an interview? And most importantly, where do you find help when you need it?

This course will give you the answers to all these questions, plus a plan to get you to a new job within a month. After completing this program, you’ll be more than ready to start your search for your perfect job.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Define your objectives and purpose in your search for employment.
  • Help you establish SMART goals in the job-hunting process.
  • Assist you in developing a first month plan of action for your job search.
  • Craft an effective resume.
  • Form an attractive cover letter.
  • Develop and present a portfolio of your prior work.
  • Learn networking skills in finding leads for jobs.
  • Efficiently get interviews and thrive in the interview process.

Ready, Set, Go!

  • Identifying Your Values and Purpose
  • Assessing Your Skills
  • Setting SMART Goals
  • Building a Resource System
  • A 30-Day Plan
  • Case Study
  • Assessment

Building Your Resume

  • Basic Resume Formats
  • Dealing with Awkward Points
  • Checklist for Success
  • Case Study
  • Assessment

Polishing Your Resume

  • Creating an Attractive Package
  • About Branding
  • Some Extra Touches
  • Checklist for Success
  • Case Study
  • Assessment

Writing a Cover Letter

  • Types of Cover Letters
  • Creating a Template
  • Customizing the Template
  • Checklist for Success
  • Case Study
  • Assessment

Creating a Portfolio

  • When Do I Need a Portfolio?
  • Essential Elements
  • Checklist for Success
  • Case Study
  • Assessment

Networking Skills

  • What is Networking?
  • Getting a Conversation Started
  • But I’m So Nervous!
  • Wrapping Up and Moving On
  • Case Study
  • Assessment

Skills for Success

  • Being Organized
  • Becoming a Punctual Person
  • I Can Do This!
  • Important Etiquette Points
  • Case Study
  • Assessment

Where to Look?

  • The Obvious Places
  • The Hidden Job Market
  • About Cold Calling
  • The Power of Networking
  • Case Study
  • Assessment

Understanding the Interview

  • Types of Interviews
  • What to Expect
  • About Behavioral Questions
  • About Knowledge Questions
  • Case Study
  • Assessment
Effective Organizational Skills

Good organizational skills can prove beneficial in many areas of life, including personal and business areas. Organization can increase a person’s general productivity, project management, and can even affect his memory and retention skills. These skills are not acquired overnight – it will take a lot of hard work and practice. But with a little guidance and the right tools, anyone can learn how to stop hunting for missing things and become better organized.

To effectively learn better organization skills, a person must first learn efficient training tools and tips to help him reach his goal. With this help, everyone can take a better look at their current habits and form a new plan to become better organized in life. Throughout this course, you will be able to:

  • Examine current habits and routines that are not organized
  • Learn to prioritize your time schedule and daily tasks
  • Determine ways of storing information and supplies
  • Learn to organize personal and work space
  • Learn to resist procrastination
  • Make plans to stay organized in the future

Remove the Clutter

  • Just Do it
  • You Don’t Have to Keep Everything
  • Three Boxes: Keep, Donate, and Trash
  • A Place for Everything and Everything in its Place
  • Case Study
  • Assessment

Prioritize

  • Write It Down
  • Urgent/Important Matrix
  • Divide Tasks
  • 80/20 Rule
  • Case Study
  • Assessment

Scheduling Your Time

  • Have a Master Calendar
  • Setting Deadlines
  • Remove or Limit the Time Wasters
  • Coping With Things Outside of Your Control
  • Case Study
  • Assessment

To Do Lists

  • Use a Day Planner
  • Finish What You Start
  • Focus on the Important
  • Do Quick Tasks Immediately
  • Case Study
  • Assessment

Paper and Paperless Storage

  • Find a System that Works for You
  • Make It Consistent
  • Make it Time Sensitive
  • Setting up Archives
  • Case Study
  • Assessment

Organization in Your Work Area

  • Keeping Items Within Arm’s Reach
  • Only Have Current Projects on Your Desk
  • Arranging Your Drawers
  • Organize to Match Your Workflow
  • Case Study
  • Assessment

Tools to Fight Procrastination

  • Eat That Frog!
  • Remove Distractions
  • Give Yourself a Reward
  • Break Up Large Tasks
  • Case Study
  • Assessment

Organizing Your Inbox

  • Setting Delivery Rules
  • Folder and Message Hierarchy
  • Deal With Email Right Away
  • Flag and Highlight Important Items
  • Case Study
  • Assessment

Avoid the Causes of Disorganization

  • Keeping Everything
  • Not Being Consistent
  • Not Following a Schedule
  • Bad Habits
  • Case Study
  • Assessment
Emotional Intelligence

Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviors, moods, and impulses, and to manage them best according to the situation. This course will give you the tools you need to be emotionally intelligent in your workplace. An employee with high emotional intelligence can manage his or her own impulses, communicate with others effectively, manage change well, solve problems, and use humor to build rapport in tense situations. These employees also have empathy, remain optimistic even in the face of adversity, and are gifted at educating and persuading in a sales situation and resolving customer complaints in a customer service role.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. By the end of this course, you will be able to:

  • Define and practice self-management, self-awareness, self-regulation, self-motivation, and empathy.
  • Understand, use and manage your emotions.
  • Verbally communicate with others.
  • Successfully communicate with others in a non-verbal manner.
  • Identify the benefits of emotional intelligence.
  • Relate emotional intelligence to the workplace.
  • Balance optimism and pessimism.
  • Effectively impact others.

What is Emotional Intelligence?

  • Self-Management
  • Self-Awareness
  • Self-Regulation
  • Self-Motivation
  • Empathy
  •  
  • Case Study
  • Assessment

Skills in Emotional Intelligence

  • How to Accurately Perceive Emotions
  • Use Emotions to Facilitate Thinking
  • Manage Emotions
  • Case Study
  • Assessment

Verbal Communication Skills

  • Focused Listening
  • Asking Questions
  • Communicating with Flexibility and Authenticity
  • Case Study
  • Assessment

Non-Verbal Communication Skills

  • Body Language
  • It’s Not What You Say, It’s How You Say It
  • Case Study
  • Assessment

Social Management and Responsibility

  • Benefits of Emotional Intelligence
  • Articulate your Emotions Using Language
  • Case Study
  • Assessment

Tools to Regulate Your Emotions

  • Seeing the Other Side
  • Self-Management and Self-Awareness
  • Giving in Without Giving Up
  • Case Study
  • Assessment

Gaining Control

  • Using Coping Thoughts
  • Using Relaxation Techniques
  • Bringing it All Together
  • Case Study
  • Assessment

Business Practices (I)

  • Understand Emotions and How to Manage Them in the Workplace
  • Role of Emotional Intelligence at Work
  • Disagreeing Constructively
  • Case Study
  • Assessment

Business Practices (II)

  • Optimism
  • Pessimism
  • The Balance Between Optimism and Pessimism
  •  
  • Case Study
  • Assessment
Generation Gaps

The workplace can present challenges to management in terms of handling the different generations present. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least.

While having various cultures in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. Both the young and older worker has many ideas to offer, which can help the organization thrive in the marketplace. Learning how to deal with the generation gap at work will help you become a better manager or co-worker.

This course will help you understand the various generations present at work and understand what motivates them and how to deal with them on a daily basis.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • History behind generation gaps
  • What are traditionalists
  • What are baby boomers
  • What are Generation Xers
  • What are Generation Yers
  • Differences between each type of generation
  • Finding common ground among the generations
  • Conflict management
  • Leveraging the benefits of generation gaps at work

History

  • What Generations Exist in the Workplace
  • What Defines a Generation
  • What this Means in our Workplace
  • Case Study
  • Assessment

Traditionalist

  • Their Background
  • Their Characters
  • Their Working Style
  • Case Study
  • Assessment

Baby Boomers

  • Their Background
  • Their Characters
  • Their Working Style
  • Case Study
  • Assessment

Generation X

  • Their Background
  • Their Characters
  • Their Working Style
  • Case Study
  • Assessment

Generation Y

  • Their Background
  • Their Characters
  • Their Working Style
  • Case Study
  • Assessment

Differentiations Between

  • Background
  • Attitude
  • Working Style
  • Life Experience
  • Case Study
  • Assessment

Finding Common Ground

  • Adopting a Communication Style
  • Creating an Affinity Group
  • Sharing Knowledge
  • Case Study
  • Assessment

Conflict Management (I)

  • Younger Bosses Managing Older Workers
  • Avoid Turnovers with a Retention Plan
  • Breaking Down the Stereotypes
  • Case Study
  • Assessment

Conflict Management (II)

  • Embrace the Hot Zone
  • Treat Each Other as a Peer
  • Create a Succession Plan
  • Case Study
  • Assessment
Goal Setting And Getting Things Done

Everyone has dreams and goals. Achieving personal and professional goals, however, requires planning and action. Learning how to manage time and set realistic goals will increase your chance of success in every area of your life. Following the advice in this course will help increase your productivity and help you achieve your dreams.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Overcome procrastination
  • Manage time effectively
  • Accomplish important tasks
  • Self-motivate
  • Create SMART goals

Overcoming Procrastination(I)

  • Eat That Frog!
  • Just Do It
  • The 15 Minute Rule
  • Chop It Up
  • Case Study
  • Assessment

Overcoming Procrastination (II)

  • Remove Distractions
  • Start Small and Build
  • Reward Yourself
  • Set Realistic Deadlines
  • Case Study
  • Assessment

Four P’s of Goal Setting

  • They Need to Be Positive
  • They Need to Be Personal
  • They Need to Be Possible
  • They Need to Be Prioritized
  • Case Study
  • Assessment

Improving Motivation

  • Remember Peak Moments
  • Write Down Your Goals
  • Use Gamification
  • Track Your Progress
  • Case Study
  • Assessment

Module 6 : Wise Time Management

  • Urgent/Important Matrix
  • The 80/20 Rule
  • Utilize a Calendar
  • Create a Ritual
  • Case Study
  • Assessment

Tips for Completing Tasks

  • One Minute Rule
  • Five Minute Rule
  • Break Up Large Tasks
  • Utilize Technology
  • Case Study
  • Assessment

Increase Your Productivity

  • Repeat What Works
  • Get Faster
  • Remove “Should” from Your Dictionary
  • Build on Your Successes
  • Case Study
  • Assessment

“To Do” List Characteristics

  • Focus on the Important
  • Chunk, Block, Tackle
  • Make It a Habit
  • Plan Ahead
  • Case Study
  • Assessment

Smart Goals

  • Specific
  • Measurable
  • Attainable
  • Realistic
  • Timely
  • Case Study
  • Assessment
Improve Your Business Acumen

Many people believe you are born with business acumen, which is loosely defined as the ability to assess an external market and make effective decisions. Knowing what is necessary to navigate and create a successful business seems innate for certain people. For example, Steve Jobs showed great business acumen. Fortunately, it is possible for the rest of us to improve business acumen. The right training combined with experience will improve your business savvy.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this workshop, you should be able to:

  • Know how to see the big picture
  • Develop a risk management strategy
  • Know how to practice financial literacy
  • Develop critical thinking
  • Practice management acumen
  • Find key financial levers

Seeing the Big Picture

  • Short and Long Term Interactions
  • Recognize Growth Opportunities
  • Mindfulness of Decisions
  • Everything is Related
  • Case Study
  • Assessment

KPIs (Key Performance Indicators)

  • Decisiveness
  • Flexible
  • Strong Initiative
  • Being Intuitive
  • Case Study
  • Assessment

Risk Management Strategies

  • Continuous Assessment
  • Internal and External Factors
  • Making Adjustments and Corrections
  • Knowing When to Pull the Trigger or Plug
  • Case Study
  • Assessment

Recognizing Learning Events

  • Develop a Sense of Always Learning
  • Evaluate Past Decisions
  • Problems Are Learning Opportunities
  • Recognize Your Blind Spots
  • Case Study
  • Assessment

You Need to Know These Answers and More

  • What Makes My Company Money?
  • What Were Sales Last Year?
  • What is Our Profit Margin?
  • What Were Our Costs?
  • Case Study
  • Assessment

Financial Literacy (I)

  • Assets
  • Financial Ratios
  • Liabilities
  • Equity
  • Case Study
  • Assessment

Financial Literacy (II)

  • Income Statement
  • Balance Sheet
  • Cash Flow Statement
  • Read, Read, and Read
  • Case Study
  • Assessment

Business Acumen in Management

  • Talent Management
  • Change Management
  • Asset Management
  • Organizational Management
  • Case Study
  • Assessment

Critical Thinking in Business

  • Ask the Right Questions
  • Organize Data
  • Evaluate the Information
  • Make the Decision
  • Case Study
  • Assessment
Improving Mindfulness

Life constantly demands our attention, but when we become fixated on the past or worried about the future, we often miss vital information in our present situations. Cultivating a state where you are consistently aware of your present moment is not impossible, but it takes practice. Nevertheless, by learning to abide in the present, you acquire a sense of perspective that can allow you to learn from the past without it overwhelming you with resentment and regret, and plan for the future without it overwhelming you with anxiety or dejection. Implementing the guidelines in this module is the first step to changing your mental and emotional outlook to one that operates in the present moment.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define mindfulness
  • Develop techniques to make oneself more attuned to the present moment
  • Understand the value and utility of one’s emotions
  • Learn how to identify and counter distorted thinking
  • Learn how to cultivate genuine positive emotions
  • Become more fully present in social interactions

What Is Mindfulness?

  • Buddhist Concept
  • Bare Attention
  • Psychological Concept of Mindfulness
  • Memory
  • Case Study
  • Assessment

Practicing Mindfulness

  • Attention
  • Acceptance
  • Mindfulness Meditation
  • Scanning
  • Case Study
  • Assessment

Emotional Intelligence

  • The Purpose of Emotions
  • High Performance Emotions
  • Swing Emotions
  • Blue Emotions
  • Case Study
  • Assessment

Cognitive Distortion (I)

  • Dichotomous Reasoning
  • Magnification and Minimization
  • Filtering
  • Jumping to Conclusions
  • Case Study
  • Assessment

Cognitive Distortion (II)

  • Destructive Labeling
  • Personalizing
  • Blaming
  • The Tyranny of the Should
  • Case Study
  • Assessment

Mindfulness Based Cognitive Therapy

  • Mental Modes
  • Doing Mode
  • Being Mode
  • Meta-cognitive Awareness
  • Case Study
  • Assessment

Mindfulness and Gratitude

  • What is Gratitude?
  • Gratitude Journal
  • An Exercise in Mindfulness and Gratitude
  • Forming a Habit
  • Case Study
  • Assessment

Cultivating the High Performance Emotions

  • The Emotion-Cognition-Behavior Triangle
  • Cultivating Enthusiasm
  • Cultivating Confidence
  • Cultivating Tenacity
  • Case Study
  • Assessment

Mindfulness in Customer Service

  • Individually Focused
  • Active Listening
  • Building a Rapport
  • Timing
  • Case Study
  • Assessment
Improving Self Awareness

A vital way of becoming more effective in both business and life is by becoming more self-aware. If you can become aware of your self – your strengths and your weaknesses – then, you can become aware of the effects you create. Only once you know your effects can you know how to change them, or even whether you should. Implementing the guidelines in this module is the first step in a continual process of deepening your awareness of your self and the effects you create. Becoming more effective can only deepen your rewards in both your professional and personal life.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define the self and different aspects of the self
  • Learn from introspection
  • Understand the nature and value of emotions
  • Appreciate yourself
  • Appreciate others
  • Improve effectiveness

What Is the Self?

  • The Physical Self
  • The Emotional Self
  • The Mental Self
  • The Spiritual Self
  • Case Study
  • Assessment

Awareness of the Physical Self

  • Scanning
  • Progressive Relaxation
  • Physical Stressors
  • Exercise
  • Case Study
  • Assessment

Time Management

  • Organization
  • Goal Management
  • Priorities
  • Procrastination
  • Case Study
  • Assessment

The Emotional Self

  • Validity of Emotions
  • Utility of Emotions
  • Emotional Arousal
  • Emotional Valence
  • Case Study
  • Assessment

Mood Management

  • Emotional Intelligence
  • Categories of Emotion
  • Increasing Arousal
  • Decreasing Arousal
  • Case Study
  • Assessment

The Mental Self

  • Thinking Style
  • Learning Style
  • Personality
  • Stinking Thinking
  • Case Study
  • Assessment

Interpersonal Awareness

  • Addressing Different Thinking Styles
  • Addressing Different Learning Styles
  • Active Listening and Body Language
  • Transactional Analysis
  • Case Study
  • Assessment

The Spiritual Self

  • Mindfulness
  • Meditation
  • Cultivating Positivity
  • Gratitude
  • Case Study
  • Assessment

Limitations of Self Awareness

  • Navel Gazing
  • Excessive Self Discipline
  • Developing Humility
  • Developing Empathy
  • Case Study
  • Assessment
Increase Your Happiness

It might sound a little strange to say that we should be happy at work. After all, it’s called work! But we spend more time at our jobs than we do engaged in almost any other activity. If we’re unhappy at work, we’re likely to feel the effects in other areas of our lives, too. Finding ways to be happy at work not only brings you greater productivity and greater job satisfaction, but will help you achieve greater overall mental, emotional, and physical health.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Discuss how planning ahead cultivates workplace happiness
  • Create a nightly routine and daily plan
  • Relate more effectively to others in the workplace
  • Understand how the workspace environment impacts happiness
  • Think more positively
  • Take actions that will create greater workplace happiness

Plan Ahead for Happiness

  • Have a Nightly Routine
  • Get at Least 8 Hours of Sleep
  • Wake Up Early Enough for Some “Me” Time
  • Give Yourself Time to Arrive at Work Early
  • Case Study
  • Assessment

Plan Your Day

  • Arrive 10-15 Minutes Early
  • Check for Action Items
  • Create a To-Do List for the Day
  • Build in Breaks
  • Case Study
  • Assessment

Relate to Others

  • Greet Your Colleagues
  • Smile! Fake It If You Have To!
  • Build Your Support Team
  • Take Time to Socialize
  • Case Study
  • Assessment

Go to Your Happy (Work) Space

  • Create a Workspace That Makes You Happy
  • Clear the Clutter
  • Bring in Personal Touches
  • Add Some Green!
  • Case Study
  • Assessment

Accentuate the Positive

  • Use a Daily Affirmation
  • Surround Yourself with Positive People
  • Limit Your Negative Interactions
  • Build Friendships
  • Case Study
  • Assessment

Use Your Benefits

  • Use Your Vacation and Paid Time Off!
  • Gym or Health Club Memberships
  • Employee Assistance Programs
  • Explore Other Benefits
  • Case Study
  • Assessment

Take Control of Your Career Happiness

  • Take Control of Your Professional Development
  • Seek Frequent Feedback
  • Practice Professional Courage
  • Seek Mentoring, and Seek to Mentor Others
  • Case Study
  • Assessment

Set Boundaries

  • Learn to Say No
  • Learn to Say Yes
  • Protect Your Downtime
  • Know When to Call It a Day
  • Case Study
  • Assessment

Practice Positivity

  • Keep Your Interactions Positive
  • Practice Gratitude
  • Address Conflict and Misunderstandings Directly
  • Look for the Silver Lining
  • Case Study
  • Assessment
Life Coaching Essentials

Life coaching is a growing industry that transcends typical counseling, therapy, and even mentoring. The goal of life coaching is to address personal goals, aspirations and relationships and how they work in a person’s life. The key is to discover which obstacles the client can overcome and which paths will lead them to their own success.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Determine the purpose of life coaching
  • Define benefits of life coaching
  • Know the tools and techniques for life coaching
  • Outline a life coaching session
  • Know the different areas of life coaching

Why You Need a Life Coach?

  • Difficulty Making Life Decisions
  • Prioritizing Projects and Timelines
  • Urgent Situations
  • Lack of Balance
  • Case Study
  • Assessment

The Benefits of Life Coaching

  • Set Performance Targets
  • Cope with Pressure and Stress
  • Develop and Maintain Vision
  • Maintain Motivation
  • Case Study
  • Assessment

Life Coaching Challenges

  • Lack of Commitment
  • Poor Communication Skills
  • Lack of Direction
  • Case Study
  • Assessment

Basic Structure of a Coaching Session

  • Develop an Action Plan
  • Ask Questions
  • Overcome
  • Set a Timeline
  • Case Study
  • Assessment

Essential Skills for Successful Coaching

  • Listen with Curiosity
  • Take in What You Hear
  • Reflect with Accuracy
  • Questioning for Exploration
  • Case Study
  • Assessment

Life Coaching Tools and Techniques

  • Life Coaching Tools and Techniques
  • Goal Tracking
  • Journaling
  • Life Coaching Assessments and Forms
  • Homework Assignments and Action Items
  • Case Study
  • Assessment

Life Coaching Specialized Areas (I)

  • Relationship and Dating Coaching
  • Health and Fitness Coaching
  • Family and Parenting Coaching
  • Spiritual Coaching
  • Case Study
  • Assessment

Life Coaching Specialized Areas (II)

  • General Life Coaching
  • Image Coaching
  • Communication and Creativity Coaching
  • Career Coaching
  • Case Study
  • Assessment

Life Coaching Specialized Areas (III)

  • Retirement Coaching
  • Leadership and Performance Coaching
  • Business Coaching
  • Executive Coaching
  • Case Study
  • Assessment
Manage Anger Effectively

Benjamin Franklin once said, “In this world, nothing can be said to be certain, except death and taxes.” We would like to add a third item to his list: anger. Anger can be an incredibly damaging force, costing people their jobs, personal relationships, and even their lives when it gets out of hand. However, since everyone experiences anger, it is important to have constructive approaches to manage it effectively. This course will help teach participants how to identify their anger triggers and what to do when they’re angry.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Understand anger dynamics in terms of the anger cycle and the fight or flight theory.
  • Know common anger myths and their factual refutations.
  • Know the helpful and unhelpful ways of dealing with anger.
  • Know techniques in controlling anger, particular reading anger warning signs, using coping thoughts, exercising relaxation techniques and blowing off steam.
  • Understand the difference between objective and subjective language.
  • Know tips in identifying the problem.
  • Express a feeling or position using I-messages.
  • Know skills and techniques in making a disagreement constructive, including effective negotiation and solution-building.
  • Reflect on one’s hot buttons and personal anger dynamics.
  • Know alter, avoid and, accept ways of responding to an anger-provoking situation.
  • Understand the energy curve and how it can help in responding to someone else’s anger.
  • Learn and practice de-escalation techniques.
  • Gain an integrated view of anger management and how it can be best practiced.

Understanding Anger

  • The Cycle of Anger
  • Understanding Fight or Flight
  • Common Myths about Anger
  • Case Study
  • Assessment

Do’s and Don’ts

  • Unhelpful Ways of Dealing with Anger
  • Helpful Ways of Dealing with Anger
  • Case Study
  • Assessment

Gaining Control

  • A Word of Warning
  • Using Coping Thoughts
  • Using Relaxation Techniques
  • Blowing Off Some Steam
  • Case Study
  • Assessment

Separate the People from the Problem

  • Objective vs. Subjective Language
  • Identifying the Problem
  • Using “I” Messages
  • Case Study
  • Assessment

Working on the Problem

  • Using Constructive Disagreement
  • Negotiation Tips
  • Building Consensus
  • Identifying Solutions
  • Case Study
  • Assessment

Solving the Problem

  • Choosing a Solution
  • Making a Plan
  • Getting it Done
  • Case Study
  • Assessment

A Personal Plan

  • Understanding Hot Buttons
  • Identifying Your Hot Buttons
  • A Personal Anger Log
  • Case Study
  • Assessment

The Triple A Approach

  • Alter
  • Avoid
  • Accept
  • Case Study
  • Assessment

Dealing with Angry People

  • Understanding the Energy Curve
  • De-escalation Techniques
  • When to Back Away and What to Do Next
  • Case Study
  • Assessment
Managing Meetings Effectively

You are on your first project and you have to organize and manage the project kick-off meeting. What do you do first? Do you create the agenda or the invitation list? How do you run a meeting? What preparation do you need? All of these are valid and real questions you, as the meeting manager, must address. There is no doubt about it. Meetings require skill and technique in order for the meeting to achieve its purpose. Disorganized and poorly managed meetings waste time and hurt your credibility as a meeting manager. Consistently leaving a poor impression with the attendees will haunt you if left unchecked.

This course is designed to give you the tools you need to initiate and manage your meetings. You will learn planning and leading techniques that will give you the confidence to run a meeting that will engage your attendees and leave a positive and lasting impression.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today.

By the end of this course, you will be able to:

  • Planning and Preparing
  • Identifying the Participants
  • How to choose the time and place
  • How to create the agenda
  • How to set up the meeting space
  • How to incorporate your electronic options
  • Meeting Roles and Responsibilities
  • Use an agenda
  • Chairing a Meeting
  • How to deal with disruptions
  • How to professionally deal with personality conflicts
  • How to take minutes
  • How to make the most of your meeting using games, activities and prizes

Planning and Preparing (I)

  • Identifying the Participants
  • Choosing the Time and Place
  • Creating the Agenda
  • Case Study
  • Assessment

Planning and Preparing (II)

  • Gathering Materials
  • Sending Invitations
  • Making Logistical Arrangements
  • Case Study
  • Assessment

Setting up the Meeting Space

  • The Basic Essentials
  • The Extra Touches
  • Choosing a Physical Arrangement
  • Case Study
  • Assessment

Electronic Options

  • Overview of Choices Available
  • Things to Consider
  • Making a Final Decision
  • Case Study
  • Assessment

Meeting Roles and Responsibilities

  • The Chairperson
  • The Minute Taker
  • The Attendees
  • Variations for Large and Small Meetings
  • Case Study
  • Assessment

Chairing a Meeting (I)

  • Getting Off on the Right Foot
  • The Role of the Agenda
  • Using a Parking Lot
  • Case Study
  • Assessment

Chairing a Meeting (II)

  • Keeping the Meeting on Track
  • Dealing with Overtime
  • Holding Participants Accountable
  • Case Study
  • Assessment

Dealing with Disruptions

  • Running in and Out
  • Cell Phone and PDA Ringing
  • Off on a Tangent
  • Personality Conflict
  • Case Study
  • Assessment

Taking Minutes

  • What are Minutes?
  • What do I Record?
  • A Take-Home Template
  • Case Study
  • Assessment
Managing Workplace Anxiety

It is normal to have some fear or feel out of place at work sometimes, but when the anxiety begins to control you and keep you from performing your normal activities it becomes a serious problem. For many workers that suffer from some sort of workplace anxiety, their productivity decreases and they fail to contribute to the job, which can make them more anxious. While there are many forms of workplace anxiety, we can all learn to overcome them by identifying the key problem and finding a way to manage them, before they manage you.

Remember, it is perfectly normal to feel stressed at work and feel a little anxious. Although everyone will experience some form of workplace anxiety in their career, everyone portrays them differently. Learning key signs and symptoms of workplace anxiety sooner will not only help identify the problem, but will lead you down the right path to know how to manage them successfully.

Throughout this course, you will:

  • Explore different types of workplace anxieties
  • Learn to recognize symptoms and warning signs
  • Determine ways of coping and managing problems
  • Recognize common triggers and accelerants
  • Learn the difference between anxiety and common nervousness

Common Types of Anxiety

  • Social Anxiety
  • Generalized Anxiety Disorder
  • Panic Disorder
  • Phobias
  • Case Study
  • Assessment

Recognizing Symptoms in Others

  • Avoiding Social Situations
  • Difficulty in Accepting Negative Feedback
  • Difficulty in Focusing on Tasks
  • Irrational Fears
  • Case Study
  • Assessment

Coping Strategies (I)

  • Keeping a Journal
  • Power of Positive Thinking
  • Have a “Me” Place You Can Go
  • Establish Attainable Goals
  • Case Study
  • Assessment

Coping Strategies (II)

  • Talk With Friends and Family
  • Get Enough Sleep
  • Eating Well and Exercise
  • Begin Small and Build Up to Larger Challenges
  • Case Study
  • Assessment

Don’t Avoid the Situation

  • It’s OK to Make a Mistake
  • Accept the Situation, and Move On
  • Avoidance Can Cause a Cycle of Anxiety
  • Identify the Trigger
  • Case Study
  • Assessment

Differences in Anxiety and Normal Nervousness

  • It Runs Along a Spectrum
  • Anxiety Can Happen Without a Cause
  • The Length of Time Symptoms Last
  • It’s an Exaggeration of Normal Feelings
  • Case Study
  • Assessment

Physical Symptoms

  • Rapid Heartbeat
  • Panic Attack
  • Headache
  • Trembling or Shaking
  • Case Study
  • Assessment

Recognize the Positive Aspects of Anxiety

  • It Alerts Us to Danger
  • Improves Self-Awareness
  • Can Be a Great Motivator
  • Prevent Mistakes
  • Case Study
  • Assessment

Common Anxiety Triggers

  • Uncertainty or Fear of the Unknown
  • Holding in Feelings
  • Public Speaking/Speaking Up
  • Trying to Be Perfect
  • Case Study
  • Assessment

Leadership (19 Courses)

Developing Creativity Successfully

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define creativity
  • Act with confidence
  • Engage in curiosity
  • Stop acting out of fear
  • Learn from introspection
  • Take risks

What Is Creativity?

  • Divergent Thinking
  • Problem Solving
  • Imagination and Inspiration
  • Something Out of Nothing
  • Case Study
  • Assessment

Getting Inspired

  • Introspection
  • Read More
  • Removing the Mental Block
  • Art Inspires Art
  • Case Study
  • Assessment

Beating Procrastination

  • Get Rid of Clutter
  • Self-Imposed Limitations
  • Build on Small Successes
  • Don’t Start at the Beginning
  • Case Study
  • Assessment

Improving Your Creative Mindset (I)

  • Open Mind
  • Do Not Judge
  • Positive Mindset
  • Ask Why?
  • Case Study
  • Assessment

Improving Your Creative Mindset (II)

  • Make Associations
  • Keep a Journal
  • Question Assumptions
  • Creative Confidence
  • Case Study
  • Assessment

Curiosity

  • Spark Your Curiosity
  • Curiosity is the Engine of Creativity
  • Engage
  • Ask Open-Ended Questions
  • Case Study
  • Assessment

Take Risks

  • Be Confident
  • Scared to Fail?
  • Fake It Till You Make It
  • Afraid to Be Judged
  • Case Study
  • Assessment

Think Like a Child

  • Daydream
  • Be Curious
  • Play Games
  • Experiment
  • Case Study
  • Assessment

Environmental Factors

  • Work Area
  • Additional Environments
  • Get Enough Sleep
  • Variables
  • Case Study
  • Assessment
Developing New Managers Effectively

Effective, high-quality management is key to organizational success. No matter what your industry, your organization needs to have skilled managers in place to be the best it can be. But managers don’t just appear out of nowhere, equipped with the skills to succeed. Managers need to be developed. And while your organization is likely to do a mix of external hiring and internal promotion, taking the time to develop new managers from within the organization is a worthwhile time investment. There are several strategies that can help you develop new managers, which ensures not just the success of individual employees but of the organization as a whole.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Discuss strategies for developing new managers
  • Understand the importance of defining a clear management track
  • Determine core roles and competencies for managers
  • Understand the importance of continuous development for managers
  • Apply the principles of manager development to your own organization

Managers are Made, Not Born

  • Managers Must Be Developed
  • Management Skills Can Be Learned
  • Managers Learn by Being Managed Well
  • Create a Management Track
  • Case Study
  • Assessment

Create a Management Track

  • Clearly Define Roles and Competencies
  • Provide Tools
  • Identify Candidates Early
  • Clearly Define the Management Track
  • Case Study
  • Assessment

Define and Build Competencies

  • Clearly Define Competencies Needed
  • Identify Strengths
  • Identify Development Needs
  • Provide Development Opportunities
  • Case Study
  • Assessment

Managers Learn by Being Managed Well

  • Pair New Managers with Mentors
  • Reward Effective Managers
  • Emulate Effective Managers
  • Create and Document Best Practices
  • Case Study
  • Assessment

Provide Tools

  • Provide Manuals and Policy Documents
  • Empower New Managers
  • Provide Support
  • Provide Training and Development Opportunities
  • Case Study
  • Assessment

Provide Support

  • Encourage Peer Networking
  • Establish Resource People
  • Encourage Mentor Relationships
  • Establish Regular Check Ins
  • Case Study
  • Assessment

Identify Strong Candidates Early

  • Development Begins Early
  • Identify Candidates Early
  • Identify Candidates Through Reviews
  • Develop Those with Management Goals
  • Case Study
  • Assessment

Clearly Define the Management Track

  • Make the Path to Management Clear
  • A Clear Track Is a Guidepost
  • A Clear Track Ensures Quality Training and Support
  • Succession Planning and Change Management
  • Case Study
  • Assessment

Empower New Managers

  • Making Decisions
  • Asking for Help
  • Support, Don’t Micro-manage
  • Continuous Growth and Development
  • Case Study
  • Assessment
Developing The Right Corporate Behavior

Corporate behavior is an important aspect of any business. The right behavior can cause your company to sky rocket with effective productivity and reputation. Poor behavior can cause a company’s productivity and reputation to plummet. There are many different ways to influence a corporate behavior change, but the first step is to understand what behavior is. How can you change behavior if you don’t know what it is?

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand what behavior is
  • Understand the benefits of corporate behavior
  • Know what type of behaviors you want to implement in your company
  • Know how to implement corporate behaviors
  • Know how to maintain corporate behaviors

The Science of Behavior

  • What is Behavior?
  • Psychology
  • Sociology
  • Anthropology
  • Case Study
  • Assessment

Benefits for Corporate Behavior

  • Employee Safety
  • Conservation of Materials
  • Engagement
  • Improved Employee Performance
  • Case Study
  • Assessment

Most Common Categories of Corporate Behavior

  • Managerial Structure
  • Values and Ethics
  • Employee Accountability
  • Workplace Incidents
  • Case Study
  • Assessment

Managerial Structure

  • Clearly Defined Management
  • Qualified Management Team
  • Obvious Advancement Path
  • Apparent Grievance Procedures
  • Case Study
  • Assessment

Company Values and Ethics

  • Environmental
  • Charity and Community Outreach
  • Integrity
  • Diversity
  • Case Study
  • Assessment

Employee Accountability

  • Attitude
  • Attendance
  • Honesty
  • Substance Abuse & Workplace Violence
  •  
  • Case Study
  • Assessment

Workplace Incidents

  • Safety
  • Prejudice & Discrimination
  • Vandalism & Theft
  • Harassment or Bullying
  • Case Study
  • Assessment

Designing and Implementing

  • Group Planning
  • Define Preferred Organizational Behaviors
  • Hiring
  • Training Employees
  • Case Study
  • Assessment

Corporate Team Behavior

  • Team Building
  • Better Communication
  • Conflict Resolution
  • Loyalty to the Company and the Department
  • Case Study
  • Assessment
Employee Recognition Best Practices

To a business, an employee recognition program is not a luxury, it is a necessity. With a well-built employee recognition program, companies can improve job retention, employee engagement, team work, reinforcing company values, and more. Employees are more likely to continue employment with a company if they feel they are appreciated. There are many different types of employee recognition programs, and all are beneficial to your employees.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Assess the type of Employee Recognition Program(s) your company needs
  • Train leadership to recognize their employees
  • Know when and where recognition is needed
  • Construct a culture of recognition
  • Maintain an effective Employee Recognition Program

The Many Types of Incentive

  • Safety Incentives
  • Years of Service
  • Productivity
  • Attendance & Wellness Incentives
  • Case Study
  • Assessment

Designing Employee Recognition Programs

  • Purpose
  • Employee Involvement
  • Budget
  • Keep it Simple
  • Case Study
  • Assessment

How To Get The Buzz Out

  • Be Creative With Designs
  • Paper the Walls
  • Use Social Media
  • Go Mobile!
  • Case Study
  • Assessment

Top Five Procedures to Record

  • Identifying Desirable Behaviors
  • Understanding the Goals of the Company
  • Setting Guidelines
  • Providing Recognition Templates
  • Case Study
  • Assessment

Creating a Culture of Recognition

  • Keep Your Staff “In the Know”
  • Empower Employees with Peer to Peer Recognition
  • Team Building: Encourage Camaraderie
  • Motivate by Promoting Fun
  • Case Study
  • Assessment

The Best Things In Life Are Free!

  • Put a Spotlight on Employees in Staff Meetings
  • Write it Down
  • Display Your Appreciation
  • Make Work More Comfortable
  • Case Study
  • Assessment

A Small Gesture Goes A Long Way

  • Have a Party!
  • Make a Game of It
  • Reward with Small Gift
  • Give Them a Break
  • Case Study
  • Assessment

Pulling Out The Red Carpets

  • Have an Awards Ceremony
  • Win Large Items
  • Vacation
  • Career Advancement
  • Case Study
  • Assessment

The Don’ts of Employee Recognition

  • Don’t Forget About The Art Of The High Five!
  • Don’t Let It Become Boring
  • Popularity Contest or Recognition Program?
  • Make Sure the Prize is Motivational
  • Case Study
  • Assessment
Entrepreneurship

So, you want to break into Entrepreneurship? Well, that’s great, but know that it is no easy feat. There are many steps you must take just to prepare yourself to embark on the journey, and once you have started your business, many more steps to maintain the business. This course is designed to give you the tools you need to start, run, and grow a business you can be proud of!

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, participants should be able to:

  • Understand how to start a business
  • Develop a business plan
  • Get financing for your business
  • Hire and train employees
  • Run your business
  • Grow your business

Decide on the Type of Business

  • Is It Feasible?
  • What Are Your Interests?
  • Do You Have the Experience?
  • Are You an Expert?
  • Case Study
  • Assessment

What Is the Market/Competition Like?

  • Is the Venture Lucrative?
  • Is There Competition?
  • How Can You Set Yourself Apart from the Competition?
  • How Is the Customer Prospect?
  • Case Study
  • Assessment

Basics of Starting a Business

  • Decide on a Name
  • Legal Structure of the Business
  • Register the Business
  • Keep Track Using a Spreadsheet
  • Hire an Accountant
  • Case Study
  • Assessment

Create a Business Plan

  • What Should Be Included in the Business Plan?
  • Gather Documentation
  • Develop a Business Plan Outline
  • Draft a Business Plan
  • Case Study
  • Assessment

Get Financing

  • Contact Organizations for Guidance
  • Decide the Type of Financing
  • Shop Around
  • What to Do Once Approved
  • Case Study
  • Assessment

Hire Employees

  • Develop Job Descriptions
  • Advertise Positions
  • Interview Candidates
  • Select Candidates
  • Case Study
  • Assessment

Training Employees

  • Teach Company Culture
  • Implement Actual Training for the Position
  • Provide Feedback
  • Offer Additional Training, If Necessary
  • Case Study
  • Assessment

Market the Business

  • Traditional Marketing
  • Create a Website
  • Social Media
  • Networking Groups
  • Case Study
  • Assessment

Run the Business

  • Procurement
  • Sell! Sell! Sell!
  • How to Manage Cash Flow
  • Budgeting
  • Case Study
  • Assessment
High Performance Teams (Inside The Company)

The term “high performance teams” has become a frequently used buzzword. It is easy to talk about high performance teams, but what are they, how are they formed, and what benefits do they provide? The material in this guide will help you find the answer to these questions and develop your own high performance teams.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand the benefits of high performance teams
  • Address challenges
  • Conduct effective meetings
  • Be able to see the big picture
  • Work collaboratively
  • Adequately praise team members

The Benefits of High Performance Teams

  • Creates Loyalty
  • Optimum Productivity
  • Collaboration
  • Creates Visibility
  • Case Study
  • Assessment

Challenges of High Performance Teams

  • Can Create Competition
  • High Turnover Rate
  • Negative Focus on Productivity
  • Fear of Failure
  • Case Study
  • Assessment

How to Build and Lead High Performance Teams

  • Promote Understanding
  • Provide Adequate Knowledge
  • Facilitate Effective Interaction
  • Conduct Effective Meetings
  • Case Study
  • Assessment

Characteristics of High Performance Teams

  • Understand the Big Picture
  • Have Common Goals
  • Work Collaboratively
  • Produce Quality Results
  • Case Study
  • Assessment

Roles of an Effective Team Leader

  • Provides Adequate Training
  • Timely, Constructive Feedback
  • Views Mistakes as Opportunities
  • Environment of Problem-solving
  • Case Study
  • Assessment

Leading High Performance Teams (I)

  • Vision
  • Patience
  • Humility
  • Humor
  • Case Study
  • Assessment

Leading High Performance Teams (II)

  • Courage
  • Compliance
  • Tolerance
  • Gratitude
  • Case Study
  • Assessment

Ideas for Motivating High Performance Teams

  • Let Employees Be Idealists
  • No Negative Criticism
  • Give Ample Praise
  • Have Lunch with Each Employee
  • Case Study
  • Assessment

Steps to Retaining High Performers

  • Give Them Visibility
  • Keep Them Entertained
  • Reward Them
  • Provide Them with Mentors
  • Case Study
  • Assessment
High Performance Teams (Remote Workforce)

In today’s business world, it is imperative to push the envelope on ways to increase productivity, without letting your product suffer. Assembling a high performance team of well-trained remote employees is another way you can increase productivity while maintaining quality. A high performance team can be used in many areas of a company. The tasks for the team could be as simple as sending out a high volume of mailers, or as extensive as creating a new software to help with cancer research. What would you accomplish with a high performance team?

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define high performance teams.
  • Define remote workforce.
  • Understand the characteristics of a high performance team.
  • Understand how to create teamwork.
  • Understand the importance of communication.
  • Understand how to train your high performance team of remote employees.
  • Learn how to manage a high performance team.
  • Learn the techniques of an effective team meeting.

Remote Workforce

  • What is a Remote Workforce?
  • Types of Remote Workforce
  • Benefits of a Remote Workforce
  • Materials for Remote Workforce
  • Case Study
  • Assessment

High Performance Teams

  • What is a High Performance Team?
  • Benefits of High Performance Teams
  • Leadership for High Performance Team
  • Understanding Team Dynamics
  • Case Study
  • Assessment

Characteristics of High Performance Teams

  • Excellent Communication
  • Goal-Oriented
  • Flexibility
  • Committed
  • Case Study
  • Assessment

How to Create Teamwork

  • Identify Group & Individual Responsibilities
  • Give Permission to Take Action
  • Build Relationships between Team Members and Management
  • Give Feedback
  • Case Study
  • Assessment

Types of Communication

  • Virtual Team Meetings
  • Telephone Conferences
  • Email Communication
  • Intranet, Web-page, and Social Media Communication
  • Case Study
  • Assessment

Training Your Team

  • Telecommute Training
  • Web-based Training
  • Peer to Peer Training
  • Training Assessment and Retraining
  • Case Study
  • Assessment

Managing the Team

  • Tracking Team Performance
  • Counseling Employees
  • Positive Recognition for Employees
  • Training Never Stops!
  • Case Study
  • Assessment

Effective Team Meeting How-to

  • Have a Clear Agenda
  • Use Screen Shots or References
  • Create a Safe Place
  • Team Meeting Don’ts
  • Case Study
  • Assessment

Keep Happy and Motivated High Performance Team

  • Watch for Signs of Conflict or Unhappiness
  • Employee Feedback and Concerns
  • Give Opportunities for Additional Education
  • Impart Opportunities for Career Growth
  • Case Study
  • Assessment
How To Become A Likable Boss

While many who enter into management and leadership roles want to be genuinely liked by the workers they supervise, seeking popularity for its own sake can be a dead-end path. Many have tried to lead while seeking popularity only to find that, indeed, they are loved but not respected. Becoming a more likeable boss however does not mean you have to sacrifice respect. However, being a likeable boss and a respected boss does mean you have to learn to be more effective. This course will help you take the first steps on what will be a continuous journey towards becoming a more effective boss, the side effects of which are both like-ability and respect.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand how to develop leadership qualities
  • Know how to delegate effectively
  • Choose inspirational and engaging tasks for yourself and others
  • Use wisdom and understanding to lead others
  • Identify the roles of your team
  • Learn how to trust others and earn their trust.

Is it Better to be Loved or Feared?

  • The Case for Fear
  • The Case for Love
  • The Case against Either
  • The Middle Ground
  • Case Study
  • Assessment

Leadership as Service

  • Top-down Hierarchies
  • A Lateral Perspective
  • Know Your Employees
  • Genuine Empathy and the Power to Lead
  • Case Study
  • Assessment

Leadership by Design

  • Begin with the End in Mind
  • Setting Goals
  • Determining Values
  • A Mission Statement
  • Case Study
  • Assessment

Understanding Motivation

  • Dramatism
  • The Pentad
  • Guilt and Redemption
  • Identification
  • Case Study
  • Assessment

Constructive Criticism

  • What are Your Intentions?
  • A Positive Vision of Success
  • Feedback Sandwich
  • Following up (versus Badgering)
  • Case Study
  • Assessment

The Importance of Tone

  • Lighting a Fire
  • Calming a Storm
  • Adult versus Parent
  • Changing the Script
  • Case Study
  • Assessment

Trusting Your Team

  • Dangers of Micro-managing
  • Delegation and Anxiety
  • Aces in Their Places
  • Celebrating Success
  • Case Study
  • Assessment

Earning the Trust of Your Team

  • Honesty
  • Reliability
  • Availability
  • Openness
  • Case Study
  • Assessment

Building and Reinforcing Your Team

  • Identifying Team Strengths and Weaknesses
  • Identify Team Roles
  • Design Exercises with Specific Goals
  • What to Avoid
  • Case Study
  • Assessment
Mastering Employee Motivation

Employee Motivation is becoming ever more important in the workplace as time goes on, and everyone agrees that a motivated workforce is far more likely to be a successful workforce. The happier and more professional an employee is, the better the results they will deliver for you. Of course, every employer wants to make sure that they have a workforce who will do their best, but this does not simply mean making the job easy for their employees. In fact, part of the problem of motivation is that where the job is too easy, employees become complacent. There is therefore a challenge for all employers and management in delivering the right balance between a confident, motivated workforce and a workforce which is driven to attain goals. It can be described as a mix between the pleasure of a comfortable working environment and the fear of failure, although in honesty it is more complicated than that equation suggests. Regardless of how it is characterized, it is important to get the right balance in order to ensure that you have a motivated workforce. This manual is designed to show participants the way to get the best out of a confident, motivated set of employees, and to show them how to motivate that group.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. By the end of this course, you will learn about:

  • Defining motivation, an employer’s role in it and how the employee can play a part
  • Identifying the importance of Employee Motivation
  • Identifying methods of Employee Motivation
  • Describing the theories which pertain to Employee Motivation – with particular reference to psychology
  • Identifying personality types and how they fit into a plan for Employee Motivation.
  • Setting clear and defined goals.
  • Identifying specific issues in the field, and addressing these issues and how to maintain this going forward.

A Psychological Approach

  • Herzberg’s Theory of Motivation
  • Maslow’s Hierarchy of Needs
  • The Two Models and Motivation
  • Case Study
  • Assessment

Object-Oriented Theory

  • The Carrot
  • The Whip
  • The Plant
  • Case Study
  • Assessment

Using Reinforcement Theory

  • A History of Reinforcement Theory
  • Behavior Modification in Four Steps
  • Appropriate Uses in the Workplace
  • Case Study
  • Assessment

Using Expectancy Theory

  • A History of Expectancy Theory
  • Understanding the Three Factors
  • Using the Three Factors to Motivate in the Workplace
  • Case Study
  • Assessment

Personality’s Role in Motivation

  • Identifying Your Personality Type
  • Identifying Others’ Personality Type
  • Motivators by Personality Type
  • Case Study
  • Assessment

Setting Goals

  • Goals and Motivation
  • Setting SMART Goal
  • Evaluating and Adapting
  • Case Study
  • Assessment

A Personal Toolbox

  • Building Your Own Motivational Plan
  • Encouraging Growth and Development
  • Getting Others to See the Glass Half-Full
  • Case Study
  • Assessment

Motivation on the Job

  • The Key Factors
  • Creating a Motivational Organization
  • Creating a Motivational Job
  • Case Study
  • Assessment

Addressing Specific Morale Issues

  • Dealing with Individual Morale Problems
  • Addressing Team Morale
  • What to Do When the Whole Company is De-Motivated
  • Case Study
  • Assessment
Practical Crisis Management Techniques

Crisis management is as important as finance management, personnel management, etc. Having a clear and effective program and plan for an event is critical not only to your survival, but critical to the profitability and possibly the survival of the company. Being able to identify risk, assess the situation and respond appropriately is important, and requires not only training, but practice.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Identify potential risks
  • Understand the myths behind workplace violence
  • Define escalation and identify examples
  • Learn concerning behaviors
  • Know what a trigger is and how that can escalate
  • Understand the proper response to an event

Crisis

  • Internal Risks
  • External Risks
  • Aggression
  • Violence
  • Case Study
  • Assessment

Workplace Violence

  • Threats
  • Damage
  • Psychological Acts
  • Physical Acts
  • Case Study
  • Assessment

Myths

  • Violence Just Happens
  • It Is Uncommon
  • Problems Will Solve Themselves
  • It Is Not Possible to Prevent Violence
  • Case Study
  • Assessment

Escalation

  • Threats
  • Stalking and Bullying
  • Injury
  • Death
  • Case Study
  • Assessment

Concerning Behaviors

  • Disruptive
  • Emotional Abuse
  • Causes Anxiety
  • Examples of Behavior
  • Case Study
  • Assessment

Domestic Violence Indicators

  • Disruptive Calls
  • Poor Concentration
  • Bruising
  • Absences
  • Case Study
  • Assessment

Triggers of Workplace Violence

  • Reprimands and Terminations
  • Financial Strain
  • Loss of Loved One
  • Perceived Slights
  • Case Study
  • Assessment

Conflict Dangers

  • Triggers
  • Action Point
  • Flashpoint
  • Identify
  • Case Study
  • Assessment

Response

  • Note Areas of Concern
  • Discuss It
  • Report It
  • Report Extreme Cases to HR/Tip Line
  • Case Study
  • Assessment
Practical Leadership And Influence

They say that leaders are born, not made. While it is true that some people are born leaders, some leaders are born in the midst of adversity. Often, simple people who have never had a leadership role will stand up and take the lead when a situation they care about requires it. A simple example is parenting. When a child arrives, many parents discover leadership abilities they never knew existed in order to guide and protect their offspring. There are countless war stories of simple GI’s and sailors who rose to a challenge on their own in the heat of battle.

Clearly, leadership potential exists within each of us. That potential can be triggered by outside events, or it can be learned by exploring ourselves from within. This training takes the latter approach. Once you learn the techniques of true leadership, you will be able to build the confidence it takes to take the lead. The more experience you have acting as a genuine leader, the easier it will be for you. It is never easy to take the lead, as you will need to make decisions and face challenges, but it can become natural and rewarding.

Leadership is not telling others what to do. Leadership is inspiring others to do what needs to be done. Many people around the world who are in leadership positions are not leaders. Dictators call themselves leaders but they are not – they are tyrants. There have been many presidents of the United States, but few were real leaders. Genuine leaders take a stand and motivate others to join them in a noble purpose. One such leader was Abraham Lincoln, who ended slavery in the United States. Another was John F. Kennedy, who inspired a nation to go to the moon within a decade, and it did. General Patton had a completely different but no less effective leadership style. What is it that makes a leader, and what separates the good from the great? This course will explore different leadership theories and examine what makes a great leader.

Influence is subtle, yet incredibly powerful. You can order someone to do a task, but you cannot order them to do their best. It simply does not work and usually has the opposite effect. You can influence people to do their best by providing a strong, motivating example in addition to positive reinforcement. Leadership addresses tasks, while influence addresses attitudes and awareness. Influence is the soul of leadership.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Define “leadership”
  • Explain the Great Man Theory
  • Explain the Trait Theory
  • Understand Transformational Leadership
  • Understand the people you lead and how to adapt your leadership styles
  • Explain leading by Directing
  • Explain leading by Coaching
  • Explain leading by Participating
  • Explain leading by Delegating
  • Kouzes and Posner
  • Conduct a personal inventory
  • Create an action plan
  • Establish personal goals

The Evolution of Leadership

  • Defining Leadership
  • Characteristics of a Leader
  • Leadership Principles
  • A Brief History of Leadership
  • Three Theories of Leadership
  • Case Study
  • Assessment

Situational Leadership

  • Situational Leadership: Telling
  • Situational Leadership: Selling
  • Situational Leadership: Participating
  • Situational Leadership: Delegating
  • Case Study
  • Assessment

A Personal Inventory

  • An Introduction to Kouzes and Posner
  • A Personal Inventory
  • Creating an Action Plan
  • Case Study
  • Assessment

Modeling the Way

  • Determining Your Way
  • Being an Inspirational Role Model
  • Influencing Others’ Perspectives
  • Case Study
  • Assessment

Inspiring a Shared Vision

  • Choosing Your Vision
  • Communicating Your Vision
  • Identifying the Benefit for Others
  • Case Study
  • Assessment

Challenging the Process

  • Think Outside the Box
  • Developing Your Inner Innovator
  • Seeing Room for Improvement
  • Lobbying for Change
  • Case Study
  • Assessment

Enabling Others to Act

  • Encouraging Growth in Others
  • Creating Mutual Respect
  • The Importance of Trust
  • Case Study
  • Assessment

Encouraging the Heart

  • Sharing Rewards
  • Celebrating Accomplishments
  • Making Celebration Part of Your Culture
  • Case Study
  • Assessment

Basic Influencing Skills

  • The Art of Persuasion
  • The Principles of Influence
  • Creating an Impact
  • Case Study
  • Assessment
Proven Techniques To Coach Salespeople

Coaching is not just for athletes. More and more organizations are choosing to include coaching as part of their instruction. Coaching salespeople, when done correctly, will not only increase sales, it will have a positive impact on the community and culture of a company. The benefits of coaching salespeople are numerous and worth exploring.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand the definition of coaching
  • Identify and monitor key information
  • Communicate effectively
  • Use coaching techniques
  • Avoid common mistakes

What Is a Coach?

  • Be a Coach
  • Roles
  • Responsibilities
  • Face Challenges
  • Case Study
  • Assessment

Coaching

  • Be Confident
  • Build Connections
  • Communicate
  • Focus on the Process
  • Case Study
  • Assessment

Process

  • Define Effective Salespeople
  • Coaching vs. Training
  • How Coachable Is an Employee (A. G.R.O.W.T.H.)
  • Avoid the Gap
  • Case Study
  • Assessment

Inspiring

  • Individualize
  • Personalize Rewards
  • Acknowledge Success
  • Provide Opportunities Over Punishment
  • Case Study
  • Assessment

Authentic Leadership

  • Vulnerability
  • Be Yourself and Encourage Individuality
  • Listening
  • Appreciate Effort
  • Case Study
  • Assessment

Best Practices

  • SMART Goals
  • Be Realistic
  • Brainstorm Options
  • Take Away
  • Case Study
  • Assessment

Competition

  • Social Pressure
  • Gamification
  • Rewards
  • Don’t Go Overboard
  • Case Study
  • Assessment

Data

  • Provide Clear Metrics
  • Measurable Results
  • Analyze Data
  • Visualize Trends
  • Case Study
  • Assessment

Maintenance Strategies

  • Benefits of Internal Program
  • Choose a Method
  • Create a Culture
  • Train Coaches
  • Case Study
  • Assessment
Risk Assessment And ManagementAccordion Title

Risk assessment and management is essential for the success of any business. However, many companies do not always take the necessary precautions, which leads to disaster. Successfully managing risks will prevent mistakes, which leads to a safer work environment, happier employees, and increased productivity. Following a few basic steps will place your organization on the path to success.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Identify hazards and risks
  • Update control measures
  • Grasp the fundamentals of accident reports
  • Identify risk management techniques
  • Outline a disaster recovery plan
  • Communicate to the organization

Identifying Hazards and Risks

  • What Is a Hazard?
  • What Is a Risk?
  • Consult with Employees
  • Likelihood Scale
  • Case Study
  • Assessment

Seeking Out Problems Before They Happen (I)

  • Unique to Your Business
  • Walk Around
  • Long Term and Short Term
  • Common Issues
  • Case Study
  • Assessment

Seeking Out Problems Before They Happen (II)

  • Ask “What would happen if … ?”
  • External Events
  • Worst Case Scenarios
  • Consequence Scale
  • Case Study
  • Assessment

Everyone’s Responsibility

  • See It, Report It!
  • If It’s Not Safe, Don’t Do It
  • Take Appropriate Precautions
  • Communicating to the Organization
  • Case Study
  • Assessment

Tracking and Updating Control Measures

  • What Is a Control Measure?
  • Your Business Procedures
  • Are They Adequate?
  • Updating and Maintaining
  • Case Study
  • Assessment

Risk Management Techniques

  • Reduce the Risk
  • Transfer the Risk
  • Avoid the Risk
  • Accept the Risk
  • Case Study
  • Assessment

General Office Safety and Reporting

  • Accident Reports
  • Accident Response Plans
  • Emergency Action Plan
  • Training and Education
  • Case Study
  • Assessment

Business Impact Analysis

  • Gather Information
  • Identify Vulnerabilities
  • Analyze Information
  • Implement Recommendations
  • Case Study
  • Assessment

Disaster Recovery Plan

  • Make It Before You Need It
  • Test, Update, and Repeat
  • Hot, Warm, and Cold Sites
  • Keep Documentation Simple and Clear
  • Case Study
  • Assessment
Self Leadership

As we grow, we learn to become leaders. Being a leader is natural for some, and learned for others. No matter how we have become a leader, it is important to remember we must lead ourselves before we lead others. Take the time to motivate yourself and realize that you can do it.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand what self-leadership is
  • Motivate yourself
  • Set goals
  • Reward yourself when positive things happen
  • Think positively

What Is Self-Leadership?

  • Sources
  • Before Action
  • During
  • After Action
  • Case Study
  • Assessment

Motivators

  • Need for Autonomy
  • Self-Efficacy
  • External Factors
  • Internal Factors
  • Case Study
  • Assessment

Behavior Focus (I)

  • Focusers and Reminders
  • Cues
  • Self-Observation
  • Goal Setting
  • Case Study
  • Assessment

Behavior Focus (II)

  • Purpose
  • Reward
  • Punishment
  • Practice
  • Case Study
  • Assessment

Natural Rewards

  • Definition
  • Competence
  • Purpose and Self-Control
  • Life Activities
  • Case Study
  • Assessment

Constructive Thinking

  • Positive Thinking
  • Self-Talk
  • Aware of Personal Beliefs and Assumptions
  • Opportunity Thinking
  • Case Study
  • Assessment

Well-Being (I)

  • Emotional Intelligence
  • Stress Management
  • Optimism
  • Fun and Happiness
  • Case Study
  • Assessment

Well-Being (II)

  • Fitness
  • Diet
  • Sleep
  • Personal Effectiveness
  • Case Study
  • Assessment

Individuality

  • Personality
  • Locus of Control
  • Self-Monitor
  • Autonomy
  • Case Study
  • Assessment
Servant Leadership

Servant leadership can seem like a contradicting term, but it is becoming a very popular tool in many businesses. Servant leadership is a philosophy that involves focusing on others (i.e. your employees), and focus on their success, and in turn build better professional relationships that can benefit both manager and employee. Servant leadership shows that managers can be great leaders while boosting their employee’s confidence and further their success at the same time.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define servant leadership
  • Know the characteristics of servant leadership
  • Recognize the barriers of servant leadership
  • Learn to be a mentor and a motivator
  • Practice self-reflection

What is Servant Leadership?

  • A Desire to Serve
  • Knowing to Share the Power
  • Putting Others First
  • Risks of Poor Contract Management
  • Case Study
  • Assessment

Leadership Practices

  • Democratic Leadership Style
  • Laissez-Faire Style
  • Leading by Example
  • Path-Goal Theory
  • Case Study
  • Assessment

Share the Power

  • Being Empathetic
  • Learn to Delegate
  • Their Success is Your Success
  • Know When to Step In
  • Case Study
  • Assessment

Characteristics of a Servant Leader

  • Listening Skills
  • Persuasive Powers
  • Recognizes Opportunities
  • Relates to Employees
  • Case Study
  • Assessment

Barriers to Servant Leadership

  • Excessive Criticism
  • Doing Everything Yourself
  • Sitting on the Sidelines
  • Demanding from Employees
  • Case Study
  • Assessment

Building a Team Community

  • Identify the Group Needs
  • Complement Member Skills
  • Encourage Communication
  • Case Study
  • Assessment

Be a Motivator

  • Make it Challenging
  • Provide Resources
  • Ask for Employee Input
  • Offer Incentives
  • Case Study
  • Assessment

Be a Mentor

  • Establish Goals
  • Know When to Praise or Criticize
  • Create a Supportive Environment
  • Create an Open Door Policy
  • Case Study
  • Assessment

Training Future Leaders

  • Offer Guidance and Advice
  • Identify Their Skill Sets
  • Methods of Feedback
  • Communicate with Power
  • Case Study
  • Assessment
Team Building Through Chemistry

Teams are unavoidable in any business. The key to successful team building is addressing the importance of chemistry between team members. It is not enough to have a group of people work on a project; people have to connect and balance each others’ strengths. By staying aware of the chemistry as you build the group, you will increase the chance of avoiding pitfalls and developing a sense of unity.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand the team development model
  • Identify team chemistry
  • Create vision and goals
  • Appreciate diversity
  • Manage conflict

Understanding Teams

  • What Is the Definition of a Team?
  • How Do People Feel about Being on Teams?
  • Why Do Teams Fall Apart?
  • Examples of Successful Teams
  • Case Study
  • Assessment

Team Development Model

  • Forming
  • Norming
  • Storming
  • Performing
  • Case Study
  • Assessment

Chemistry in Teams

  • What Is Chemistry?
  • Factors that Influence Chemistry
  • Examples
  • Roles of Leadership
  • Case Study
  • Assessment

Diversity

  • Advantages
  • Complexity
  • Conflicts
  • Encourage Individuality
  • Case Study
  • Assessment

Vision and Goals

  • Creating Vision
  • Shared Vision
  • SMART Goals
  • Collaboration
  • Case Study
  • Assessment

Roles

  • Establishing Roles
  • Taking
  • Making
  • Avoid Power Struggles
  • Case Study
  • Assessment

Leadership Functions

  • Set the Tone
  • Conflict Management
  • Direct, Don’t Order
  • Encourage
  • Case Study
  • Assessment

Develop Cohesion

  • Sense of Exclusivity
  • Connect Beyond Work
  • Outside Competition
  • Focus on Consensus
  • Case Study
  • Assessment

Build Relationships

  • Respect
  • Empathy
  • Open Communication
  • Share Credit
  • Case Study
  • Assessment
The Art Of Coaching & Mentoring

You are in your office looking over your performance report and it happened again. Your low performing employee failed to meet quota this month even after you spoke with them about the importance of meeting goals. This employee has a great attitude and you know they can do better. You just do not know how to motivate them to reach the goal. Money used to work, but that has worn off. You are baffled and you know being frustrated makes matters worse. What do you do?

This course focuses on how to better coach your employees to a higher performance. Coaching is a process of relationship building and setting goals. How well you coach relates directly to how well you are able to foster a great working relationship with your employees through understanding them and strategic goal setting. An easy-to-understand coaching model taught in this course will guide you through the coaching process. Prepare yourself to change a few things about yourself in order to coach your employees to better a performance.

Here are our learning objectives for this course:

  • Define coaching, mentoring and the GROW model.
  • Identify and set appropriate goals using the SMART technique of goal setting.
  • Identify the steps necessary in defining the current state or reality of your employee’s situation.
  • Identify the steps needed in defining options for your employee and turn them into a preliminary plan.
  • Identify the steps in developing a finalized plan or wrapping it up and getting your employee motivated to accomplish those plans.
  • Identify the benefits of building and fostering trust with your employee.
  • Identify the steps in giving effective feedback while maintaining trust.
  • Identify and overcoming common obstacles to the growth and development of your employee.
  • Identify when the coaching is at an end and transitioning your employee to other growth opportunities.
  • Identify the difference between mentoring and coaching, using both to enable long-term development through a positive relationship with your employee.

Defining Coaching and Mentoring

  • What is Coaching?
  • What is Mentoring?
  • Introducing the G.R.O.W. Model
  • Case Study
  • Assessment

Setting Goals

  • Goals in the Context of GROW
  • Identifying Appropriate Goal Areas
  • Setting SMART Goals
  • Case Study
  • Assessment

Understanding the Realities

  • Getting a Picture of Where You Are
  • Identifying Obstacles
  • Exploring the Past
  • Case Study
  • Assessment

Developing Options

  • Identifying Paths
  • Choosing Your Final Approach
  • Structuring a Plan
  • Case Study
  • Assessment

Wrapping it All Up

  • Creating the Final Plan
  • Identifying the First Step
  • Getting Motivated
  • Case Study
  • Assessment

The Importance of Trust

  • What is Trust?
  • Trust and Coaching
  • Building Trust
  • Case Study
  • Assessment

Providing Feedback

  • The Feedback Sandwich
  • Providing Constructive Criticism
  • Encouraging Growth and Development
  • Case Study
  • Assessment

Overcoming Roadblocks

  • Common Obstacles
  • Re-evaluating Goals
  • Focusing on Progress
  • Case Study
  • Assessment

Reaching the End

  • How to Know When You’ve Achieved Success
  • Transitioning the Coachee
  • Wrapping it All Up
  • Case Study
  • Assessment
The Power & Skills Of Appreciative Inquiry

Appreciative inquiry focuses on finding the best in people and how they use it to function in their work and everyday life. Through appreciative inquiry, an employer uses the art of asking questions and opinions to strengthen the system as a whole, creating a more positive environment and heightening employee potential. This approach is designed to focus less on negativity and criticism, and utilize personal design and encourage discovery.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Know the meaning of appreciative inquiry
  • Think in positive terms and avoid thinking negatively
  • Encourage others to think positively
  • Recognize positive attributes in people
  • Create positive imagery
  • Manage and guide employees in a positive environment

Introducing Appreciative Inquiry

  • Generating a Better Future
  • Engaging People in Positive Thought
  • Change the Person, Change the Organization
  • Case Study
  • Assessment

Changing the Way You Think

  • Shifting from “What’s Wrong?” to “What’s Right?”
  • It’s Not Eliminating Mistakes-It’s Holding up Successes
  • Positive Language Will Affect People’s Thinking
  • Limit or Remove Negative Phrasing
  • Case Study
  • Assessment

Four D Model

  • Discovery
  • Dream
  • Design
  • Delivery
  • Case Study
  • Assessment

Four I Model

  • Initiate
  • Inquire
  • Imagine
  • Innovate
  • Case Study
  • Assessment

Appreciative Inquiry Interview Style

  • Framing Positive Questions
  • Solicit Positive Stories
  • Finding What Works
  • Recognize the Reoccurring Themes
  • Case Study
  • Assessment

Anticipatory Reality

  • Imagining a Successful Future Will Affect the Present
  • Controlling Negative Anticipation
  • Current Decisions Will Be Influenced Positively
  • Base It on Data and Real Examples
  • Case Study
  • Assessment

The Power of Positive Imagery

  • Shaping Performance with Positive Imagery
  • Being Better Prepared for Adversity
  • People are More Flexible and Creative
  • Think of the Perfect Situation
  • Case Study
  • Assessment

Influencing Change Through Appreciative Inquiry

  • Using Strengths to Solve Challenges
  • Confidence Will Promote Positive Change
  • Inquiry is a Seed of Change
  • People Will Gravitate Towards What is Expected of Them
  • Case Study
  • Assessment

Coaching and Managing With Appreciative Inquiry

  • Build Around What Works
  • Focus on Increase
  • Recognize the Best in People
  • Limit or Remove Negative Comments
  • Case Study
  • Assessment
Women In Leadership

Women make up almost half the US workforce, yet they are promoted to leadership positions at a rate far lower than are their male colleagues. What accounts for this leadership gap? How can organizations foster and develop women leaders? Studies show that having women in leadership positions brings many benefits to an organization, including greater accountability and a culture of work-life balance. Yet it can be difficult to determine the barriers to women’s advancement, and even more difficult to surmount them. Learning how to foster and develop women as leaders not only benefits individual employees, but can benefit your entire organization.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Discuss the barriers women face in entering leadership positions
  • Understand the importance of developing women leaders
  • Determine steps your organization can take to foster women leaders
  • Understand the benefits of developing women leaders
  • Apply the principles of fostering women leaders to your own organization

Women and the Workforce

  • 50% of the Population
  • 60% of College Degree Earners
  • 47% of the US Workforce
  • 52% of Professional Jobs
  • Case Study
  • Assessment

The Leadership Gap

  • Women are Underrepresented in Leadership
  • Women in Executive Positions
  • Women in Finance, Health Care, and Law
  • Historical Trends
  • Case Study
  • Assessment

Barriers to Women’s Leadership

  • Gender Differences are Overemphasized
  • Gender Differences are Undervalued
  • Women Lack Professional Networks
  • Work and Family Conflict
  • Case Study
  • Assessment

Traits of Women’s Management

  • Women Lead By Uniting Diverse Groups
  • Women Value Work-Life Balance
  • Women Value Interpersonal Relationships
  • Women Value Accountability
  • Case Study
  • Assessment

Benefits of Women’s Leadership

  • Greater Collaboration
  • Culture of Work-Life Balance
  • Culture of Accountability
  • Assists in Recruiting Millennials
  • Case Study
  • Assessment

Nurture Women’s Leadership

  • Actively Recruit Women
  • Create and Encourage Networking Opportunities
  • Pair Women with Mentors in Leadership
  • Create and Encourage Training Opportunities
  • Case Study
  • Assessment

Actively Recruit Women

  • Discover Your Barriers to Hiring
  • Discover Your Barriers to Retention
  • Recruit via Women’s Organizations
  • Create and Promote a Woman-Friendly Culture
  • Case Study
  • Assessment

Encourage Networking Opportunities

  • Create a Women’s Networking Group
  • Encourage Women to Join Organizations
  • Networking Builds Confidence
  • Networking and Recruiting
  • Case Study
  • Assessment

Pair Women with Mentors

  • Benefits of Mentoring
  • Think Creatively
  • Incorporate Mentoring at Every Stage
  • Encourage Women to Mentor
  • Case Study
  • Assessment

Human Resources (22 Courses)

Conducting Annual Employee Reviews Effectively

Administrative office procedures may not be glamorous, but they are essential to the success of any enterprise. A well run office reduces miscommunications and helps to eliminate common errors. By making the administrative office a priority, you will establish clear policies and procedures with employee understanding and buy-in, which ensures that your work environment runs smoothly.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this course, you will be able to:

  • Organize a binder
  • Develop procedures
  • Prepare checklists
  • Understand succession planning
  • Collect the correct tools

How to Conduct Annual Reviews

  • Develop the Process
  • Set Benchmarks Early
  • Agreement with Set Benchmarks
  • Hold an Effective Meeting
  • Case Study
  • Assessment

Categories for Annual Review I

  • Company Mission and Values
  • Customer Service and Quality Control
  • Problem – Solving/Judgment
  • Production
  • Case Study
  • Assessment

Categories for Annual Review II

  • Work Style
  • Resource Management
  • Communications Skills
  • Teamwork
  • Case Study
  • Assessment

Common Mistakes Managers Make (I)

  • Contrast Effect
  • Similar-to-me Effect
  • Halo (or horn) Effect
  • Central Tendency

Common Mistakes Managers Make (II)

  • Leniency/Desire to Please
  • First Impression Bias
  • Rater Bias
  • Recency Effect
  • Case Study
  • Assessment

Successful Tips for Concept of Pay for Performance

  • No Surprises
  • Focus on the Basics
  • Show Clear Disparity
  • One for All and All for One
  • Case Study
  • Assessment

How to Tie Employee Compensation to Firm-Wide Returns

  • Set Quarterly Revenue Target
  • Set Employee Goal
  • Conduct Quarterly Reviews
  • Pay Out Quarterly
  • Case Study
  • Assessment

How to Communicate Employee Expectations Effectively

  • Have Regular Conversations
  • State What’s Working
  • Be Honest
  • Provide Mentoring
  • Case Study
  • Assessment

Meaningful Questions to Gauge Employee Happiness (I)

  • Ask Questions Frequently
  • How Transparent is Management?
  • Rate Quality of Facility?
  • Contributing Factors to Work Easier?
  • Case Study
  • Assessment
Develop Effective Lunch And Learn

The working lunch can develop a negative reputation among employees. It often involves being in a roomful of other people with low blood sugar, trying to stay awake while someone drones on about policies, procedures, etc. Lunch and learns, however, should be engaging and enjoyable. Hosting a lunch and learn correctly will improve employee satisfaction and the quality of employee training.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand what a lunch and learn is and is not
  • Be able to set up and break down
  • Create new content
  • Address difficult situations and people
  • Create useful takeaways
  • Use feedback to improve future lunch and learns

The Prep Work

  • Finding the Best Location
  • Setting up the Location
  • Focus Group
  • Practice
  • Case Study
  • Assessment

Creating the Content (I)

  • Picking the Right Topic
  • Hands on Works Great
  • Stay Focused
  • Keep It Informal
  • Case Study
  • Assessment

Creating the Content (II)

  • Make It Interactive
  • Review It Thoroughly
  • Creating a Customized Presentation
  • Back It Up!
  • Case Study
  • Assessment

During the Session

  • Ground Rules
  • Quick Opening
  • Parking Lot
  • Adjusting on the Fly
  • Case Study
  • Assessment

Food and Facilities

  • Providing Food?
  • People Bringing Their Own
  • Eat During or After?
  • Clean up or Teardown
  • Case Study
  • Assessment

Take Away Material

  • Handouts and Take Away Material
  • Quizzes or Self-Tests
  • Websites with Minutes and Session Notes
  • Case Study
  • Assessment

Reference Material or White Paper

  • Difficult Situations or People
  • Disruptions
  • Food Issues
  • Senior Management Buy in
  • People Not Participating?
  • Case Study
  • Assessment

What a Lunch and Learn Is Not

  • Heavy or Serious Topics
  • Required Training
  • Replacement for Traditional Training
  • Just a Free Lunch
  • Case Study
  • Assessment

Best Practices (I)

  • Obtain Feedback and Tweak
  • Utilize Star Employees
  • Provide an Agenda Ahead of Time
  • Keep the Session Casual and Loose
  • Case Study
  • Assessment
Effective Change Management Skills

Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. This course will give any leader tools to implement changes more smoothly and to have those changes better accepted. This course will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change.

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. By the end of this course, you should be able to:

  • List the steps necessary for preparing a change strategy and building support for the change
  • Describe the WIFM – the individual motivators for change
  • Use needed components to develop a change management and communications plans, and to list implementation strategies
  • Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
  • Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
  • Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
  • Use strategies for aligning people with a change, appealing to emotions and facts
  • Describe the importance of resiliency in the context of change, and employ strategies the change leader and individual change participant can use to foster resiliency
  • Explain the importance of flexibility in the context of change, and demonstrate methods the change leader and individual change participant can use to promote flexibility

Preparing for Change

  • Defining Your Strategy
  • Building the Team
  • Case Study
  • Assessment

Identifying the WIFM

  • What’s in it for Me?
  • Building Support
  • Case Study
  • Assessment

Understanding Change

  • Influences on Change
  • Common Reactions to Change
  • Tools to Help the Change Process
  • Case Study
  • Assessment

Leading and Managing the Change

  • Preparing and Planning
  • Delegating
  • Keep the Lines of Communication Open
  • Coping with Pushback
  • Case Study
  • Assessment

Gaining Support

  • Gathering Data
  • Addressing Concerns and Issues
  • Evaluating and Adapting
  • Case Study
  • Assessment

Making it All Worthwhile

  • Leading Status Meetings
  • Celebrating Successes
  • Sharing the Results and Benefits
  • Case Study
  • Assessment

Using Appreciative Inquiry

  • The Four Stages
  • The Purposes of Appreciative Inquiry
  • Case Study
  • Assessment

Bringing People to Your Side

  • A Dash of Emotion
  • Plenty of Facts
  • Case Study
  • Assessment

Building Resiliency

  • What is Resiliency?
  • Why is It Important?
  • Five Easy Steps for the Leader and the Individual
  • Case Study
  • Assessment
Effective Change Management Skills

Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. This course will give any leader tools to implement changes more smoothly and to have those changes better accepted. This course will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change.

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. By the end of this course, you should be able to:

  • List the steps necessary for preparing a change strategy and building support for the change
  • Describe the WIFM – the individual motivators for change
  • Use needed components to develop a change management and communications plans, and to list implementation strategies
  • Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
  • Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
  • Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
  • Use strategies for aligning people with a change, appealing to emotions and facts
  • Describe the importance of resiliency in the context of change, and employ strategies the change leader and individual change participant can use to foster resiliency
  • Explain the importance of flexibility in the context of change, and demonstrate methods the change leader and individual change participant can use to promote flexibility

Preparing for Change

  • Defining Your Strategy
  • Building the Team
  • Case Study
  • Assessment

Identifying the WIFM

  • What’s in it for Me?
  • Building Support
  • Case Study
  • Assessment

Understanding Change

  • Influences on Change
  • Common Reactions to Change
  • Tools to Help the Change Process
  • Case Study
  • Assessment

Leading and Managing the Change

  • Preparing and Planning
  • Delegating
  • Keep the Lines of Communication Open
  • Coping with Pushback
  • Case Study
  • Assessment

Gaining Support

  • Gathering Data
  • Addressing Concerns and Issues
  • Evaluating and Adapting
  • Case Study
  • Assessment

Making it All Worthwhile

  • Leading Status Meetings
  • Celebrating Successes
  • Sharing the Results and Benefits
  • Case Study
  • Assessment

Using Appreciative Inquiry

  • The Four Stages
  • The Purposes of Appreciative Inquiry
  • Case Study
  • Assessment

Bringing People to Your Side

  • A Dash of Emotion
  • Plenty of Facts
  • Case Study
  • Assessment

Building Resiliency

  • What is Resiliency?
  • Why is It Important?
  • Five Easy Steps for the Leader and the Individual
  • Case Study
  • Assessment
Effective Employee Recruitment Skills

Your employees are a vital part of determining the success of your business. Finding the best employees for each position requires strong recruitment strategies. Top talent will not always find you. You must seek out people to fill the positions that you have open. Recruiting the most qualified candidates will ensure that your employees keep your company running smoothly.

Research has consistently demonstrated that when clear goals are associated with learning,it occurs more easily and rapidly. The objectives for this course include:

  • Defining recruitment.
  • Understanding the selection process.
  • Recognizing the GROW model and how to set goals.
  • Preparing for the interview and question process.
  • Identifying and avoiding bias when making offers.
  • Discovering ways to retain talent and measure growth.

Introduction to Recruitment

  • What is Recruitment?
  • Challenges and Trends
  • Sourcing Candidates
  • Requirements
  • Case Study
  • Assessment

The Selection Process

  • Job Analysis and Descriptions
  • The Approach
  • The Recruitment Interview
  • Testing
  • Case Study
  • Assessment

Goal Setting

  • Using the G.R.O.W. Model
  • Identifying Goal Areas
  • Setting SMART Goals
  • Using a Productivity Journal
  • Case Study
  • Assessment

The Interview

  • Phone Interviews
  • Traditional Interviews
  • Situational Interviews
  • Stress Interviews
  • Case Study
  • Assessment

Types of Interview Questions

  • Direct Questions
  • Non-Direct Questions
  • Hypothetical or Situational Questions
  • Behavioral Descriptive Questions
  • Case Study
  • Assessment

Avoiding Bias in Your Selection

  • Expectancy Effect
  • Primacy Effect
  • Obtaining Bias Information
  • Stereotyping
  • Case Study
  • Assessment

The Background Check

  • Preparation
  • Data Collection
  • Illegal Questions
  • Being Thorough without Being Pushy
  • Case Study
  • Assessment

Making Your Offer

  • Outlining the Offer
  • Negotiation Techniques
  • Dealing with Difficult Issues
  • Sealing the Deal
  • Case Study
  • Assessment

Orientation and Retention

  • Getting off on the Right Track
  • Your Orientation Program
  • The Checklist
  • Following Up
  • Case Study
  • Assessment
Effective Hiring Strategies

Even the most experienced managers and human resources personnel can still have difficulty finding and hiring the perfect candidate for an open position. It can be difficult to determine if they will be right for the job or work well with the rest of the team. By learning how to utilize the information we have to find the best candidates and reviewing not only the job requirements, but the candidate’s attributes, you can hire the best people for your company.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Know how to present the current open position
  • Develop a workable hiring strategy
  • Know how to determine which candidates to interview
  • Steps and techniques to use in an interview
  • Welcome newly hired employees
  • Find potential candidates for the position

Defining and Knowing the Position

  • Know the Position
  • Needs Analysis
  • Job Analysis
  • Task Analysis
  • Case Study
  • Assessment

Hiring Strategy

  • Company Information
  • Salary Range
  • Top Performers
  • Cover to Cover Binders
  • Case Study
  • Assessment

Lure in Great Candidates

  • Advertise Where Candidates Visit
  • Develop Corporate Citizenship
  • Treat Your Candidates Well
  • Look at the Competition
  • Case Study
  • Assessment

Filtering Applicants to Interview

  • Put Lots of Weight on Cover Letters
  • Grading Resumes
  • Internet Search
  • Initial Phone Interview
  • Case Study
  • Assessment

The Interview (I)

  • Introduce Everyone
  • Use a Panel
  • Match the Interview to the Job
  • Types of Questions
  • Case Study
  • Assessment

The Interview (II)

  • Tell Me About My Company
  • Distractions
  • Interview More Than Once
  • Wrap Up
  • Case Study
  • Assessment

Selection Process (I)

  • Testing
  • Look for Passion and Enthusiasm
  • Background Checks
  • Trust Your Instincts
  • Case Study
  • Assessment

Selection Process (II)

  • Education Level vs. Experience
  • Have a Consensus
  • Keep Non-Hires on File
  • Checking References
  • Case Study
  • Assessment

Making an Offer

  • Do it Quickly
  • Employment Details
  • Notify Rejected Candidates
  • Be Creative
  • Case Study
  • Assessment
Effective Knowledge Management

Today’s culture thrives on knowledge. It is evident in the items we buy or activities we invest time managing. Possessing knowledge gives advantages in making the right decision or strategy to implement. The Internet distributes knowledge at split-second rates. Laptops and smart phones bring knowledge to our fingertips. As the old adage says, “knowledge is power. ”

Organizations have a wealth of knowledge accessible through the people they touch internally, like employees, and externally, like customers. Organizations that allow knowledge to go unmanaged may be giving their competitors the upper hand in the market. The organization that is able to capture, store, and retrieve knowledge effectively is then capable of learning as an organization. A learning organization is one where employees are empowered to change and develop new methods, thoughts, and strategies that will advance the mission of their organization.

Knowledge Management is the establishment of a system that captures knowledge purposefully for incorporating into business strategies, policies, and practices at all levels of the company. This course will teach the learner how to initiate a knowledge management program at work. When it comes to knowledge management, any organization is able to implement a strategy. Wherever there are humans working together for one goal, there is knowledge to be harvested, stored, and dispensed as needed.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Understand the basic concept of knowledge management (KM)
  • Identify the do’s and don’ts of KM
  • Identify the KM life cycle
  • Identify the new KM paradigm
  • Identify the KM models
  • Understand how to build a KM rational for your company
  • Understand how to customize KM definitions
  • Identify the steps to implementing KM in your organization
  • Identify tips for success
  • Understand the advance topics in KM

Understanding Knowledge Management

  • What is Knowledge
  • What is Knowledge Management
  • A Brief History
  • Applications in the Workplace
  • Case Study
  • Assessment

Dos and Don’ts

  • Data, Information, and Knowledge
  • The Tacit Mode
  • The Explicit Mode
  • Identifying Conversion Categories
  • Case Study
  • Assessment

The Knowledge Management Life Cycle

  • Understanding Episodes
  • Acquisition
  • Knowledge
  • Integration
  • Case Study
  • Assessment

The New Knowledge Management Paradigm

  • Paradigms of the Past
  • The New Paradigm
  • Implications and Applications
  • The Knowledge Management Endgame
  • Case Study
  • Assessment

Knowledge Management Models

  • The Nonaka and Takeuchi Model (SECI)
  • Wiig Model
  • Kakabadse Model
  • Boisot Model
  • Case Study
  • Assessment

Building a Knowledge Management Rationale

  • Why Rationale is Necessary
  • Building a Business Case
  • Finding Success Stories
  • The Commoditization /Customization Model
  • Case Study
  • Assessment

Customizing Knowledge Management Definitions

  • Components of a Knowledge Management Definition
  • Customizing the Components
  • Sample Definitions
  • Creating a KMBOK
  • Case Study
  • Assessment

Implementing Knowledge Management in Your Organization

  • Gathering Support
  • Identifying Opportunities for Revenue Streams
  • Key Knowledge Management Techniques
  • A Map for Success
  • The No-Budget Scenario
  • Case Study
  • Assessment

Tips for Success

  • About the Chief Knowledge Officer
  • Knowledge Management Skill Checklist
  • The Knowledge Management Imperative
  • The Hype Curve
  • Barriers and Helpers to Success
  • Case Study
  • Assessment
Effective Performance Management

Performance Management is not a company’s way of employing “micro-managing” techniques that stunt the professional growth of its employees. But rather, it is a strategic approach to ensuring the efficiency and effectiveness of an organization. Whether at the organizational, departmental or employee level, the goal of performance management is to make sure all business goals are being met in a satisfactorily manner.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define performance management.
  • Understand how performance management works and the tools to make it work.
  • Learn the three phases of performance management and how to assess it.
  • Discuss effective goal-setting.
  • Learn how to give feedback on performance management.
  • Identify Kolb’s Learning Cycle.
  • Recognize the importance of motivation.
  • Develop a performance journal and performance plan.

The Basics (I)

  • What is Performance Management?
  • How Does Performance Management Work?
  • Tools
  • Case Study
  • Assessment

The Basics (II)

  • Three Phase Process
  • Assessments
  • Performance Reviews
  • Case Study
  • Assessment

Goal Setting

  • SMART Goal Setting
  • Specific Goals
  • Measurable Goals
  • Attainable Goals
  • Realistic Goals
  • Timely Goals
  • Monitoring Results
  • Case Study
  • Assessment

Establishing Performance Goals

  • Strategic Planning
  • Job Analysis
  • Setting Goals
  • Motivation
  • Case Study
  • Assessment

360 Degree Feedback

  • What is 360 Degree Feedback?
  • Vs. Traditional Performance Reviews
  • The Components
  • Case Study
  • Assessment

Competency Assessments

  • Competency Assessment Defined
  • Implementation
  • Final Destination
  • Case Study
  • Assessment
  • Kolb’s Learning Cycle
  • Experience
  • Observation
  • Conceptualization
  • Experimentation
  • Case Study
  • Assessment

Motivation

  • Key Factors
  • The Motivation Organization
  • Identifying Personal Motivators
  • Evaluating and Adapting
  • Case Study
  • Assessment

The Performance Journal

  • Record Goals and Accomplishments
  • Linking with Your Employees or Managers
  • Implementing a Performance Coach
  • Keeping Track
  • Case Study
  • Assessment
Employee Termination Process

Having to fire an employee is never an easy task. Sometimes, despite attempts of open communication and encouraging performance, an employee will need to be terminated from the company. One of the hardest aspects of preparing to fire an employee is to separate the emotions from the facts. Firing an employee should always be a last resort, so it is important that the manager has covered all other avenues possible before moving forward.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Create employee performance plans
  • Identify employees who should be terminated
  • Establish effective termination meetings
  • Know the “Do’s” and “Don’ts” of firing an employee
  • Be able to conduct exit interviews

Placing an Employee on a Performance Improvement Plan (PIP) Before Firing

  • Justification
  • Validate
  • Include
  • Be Grateful
  • Case Study
  • Assessment

Employees Who Should Be Terminated I

  • Feeling of Entitlement
  • Cannot Perform Job Functions
  • Can’t Function with Other Employees
  • They Over Promise and Under Deliver
  • Case Study
  • Assessment

Employees Who Should Be Terminated II

  • Blatant Disregard for Customers
  • They Are Unreliable
  • Don’t Adhere to Code of Conduct
  • Use Company Property for Personal Use
  • Case Study
  • Assessment

Things to Consider When Setting Up the Termination

  • Meeting Attendees
  • Venue of the Meeting
  • Security Presence
  • Logistics
  • Case Study
  • Assessment

The Correct Way to Fire an Employee I

  • Use Positive Language
  • Review Past Feedback
  • Concentrate on Specific Behavior
  • Fire Early in the Week
  • Case Study
  • Assessment

The Correct Way to Fire an Employee II

  • Keep it Short
  • Have Employee Sign Release
  • Transfer Terminated Employee’s Functions
  • Avoid Fighting Unemployment Claims with Employee
  • Case Study
  • Assessment

What an Employment Termination Checklist Should Contain

  • Notification to Human Resources
  • Systems Access Terminations
  • Return of Company Property
  • Benefits Status
  • Case Study
  • Assessment

The “Don’ts” of Firing an Employee I

  • No Performance Improvement Plan
  • Using an Electronic Method
  • Fire Without a Witness
  • Provide Long Reason for Firing
  • Case Study
  • Assessment

The “Don’ts” of Firing an Employee II

  • Not Making the Decision Final
  • Let Employee Take Company Property
  • Allow Access to Work Area
  • Permit Information System Access
  • Case Study
  • Assessment
Human Resources Management Skills

As companies modify priorities and operations, human resources functions can move from a dedicated HR role, to that of the manager. Whether the majority of those important functions stays within HR at your organization, or is your responsibility as a manager, it is important that managers understand how much of their role is really about their people, as well as aspects of legislation, policy, and procedures that involve human resourcing issues.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Describe the implications of different aspects of Human Resource Management on their daily responsibilities
  • Define human resources terms and subject matter
  • Recruit, interview, and retain employees more effectively
  • Follow up with new employees in a structured manner
  • Be an advocate for your employees’ health and safety
  • Provide accurate, actionable feedback to employees
  • Act appropriately in situations requiring discipline and termination
  • Evaluate some of the strengths and opportunities for Human Resources in your own workplace
  • Identify three areas for further development within the Human Resources field as part of a personal action plan

Human Resources Today

  • What is Human Resources Today?
  • Key Factors Influencing Human Resources Today
  • Growth in Human Resource Management
  • Case Study
  • Assessment

Recruiting and Interviewing

  • The Job Selection Process
  • Interviewing Fairly
  • The Best Way to Interview
  • Case Study
  • Assessment

Retention and Orientation

  • Getting Off on the Right Track
  • Creating an Engaging Program
  • Using an Orientation Checklist
  • Case Study
  • Assessment

Following Up With New Employees

  • Checking In
  • Following Up
  • Designing the Follow-Up Schedule
  • Case Study
  • Assessment

Workplace Health & Safety

  • Understanding Your Role and Responsibilities
  • Understanding Local and Industry Specific Rules
  • Training for Managers
  • Case Study
  • Assessment

Workplace Bullying, Harassment, and Violence

  • Definitions
  • Costs to the Organization
  • The Manager’s Role
  • An Employer’s Responsibility
  • Case Study
  • Assessment

Workplace Wellness

  • Wellness Behaviors
  • Wellness Trends
  • The Case for Wellness
  • Case Study
  • Assessment

Providing Feedback to Employees

  • Feedback Model
  • The Feedback Sandwich
  • Encouraging Growth and Development
  • Case Study
  • Assessment

Disciplining Employees

  • The General Discipline Process
  • The Progressive Discipline Process
  • Having Discipline Meetings
  • Following Up
  • Case Study
  • Assessment
Mastering Adult Learning Of Mental Skills

Bloom’s Taxonomy is not just for elementary school teachers. The three domains of the taxonomy apply to adult education as well. In this manual, we will pay attention to the cognitive domain. This is the domain of knowledge and intellect, and it is the main focus of most educators. Although, it is important to remember that it works together with the other domains.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand Bloom’s Taxonomy
  • Explain the cognitive domain
  • Explore the two cognitive domains
  • Explain types of knowledge
  • Identify training in the cognitive domain

Bloom’s Taxonomy

  • Bloom’s Theory
  • History
  • New Understanding
  • Definition
  • Case Study
  • Assessment

Knowledge

  • Behavior
  • Actions
  • Example
  • Implementation
  • Case Study
  • Assessment

Comprehension

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Application

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Analysis

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Synthesis

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Evaluation

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Updated Version

  • Remembering and Understanding
  • Applying and Analyzing
  • Evaluating
  • Creating
  • Case Study
  • Assessment

Types of Knowledge

  • Factual
  • Conceptual
  • Procedural
  • Meta-cognitive
  • Case Study
  • Assessment
Mastering Adult Learning Of Physical Skills

Bloom’s Taxonomy is not just for elementary school teachers. The three domains of the taxonomy apply to adult education as well. In this manual, we will pay attention to the psychomotor domain. This is the domain of action and physicality. It is important to remember that psychomotor works together with the other domains when implementing it.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand Bloom’s Taxonomy
  • Explain the psychomotor domain
  • Explore the different psychomotor taxonomies
  • Explain ways to implement training in the psychomotor domain
  • Identify psychomotor activities

Bloom’s Taxonomy

  • Bloom’s Theory
  • History
  • Internal and External Audit Requirements
  • Recovery Planning
  • Case Study
  • Assessment

Observation

  • Behavior
  • Actions
  • Example
  • Implementation
  • Case Study
  • Assessment

Imitation

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Manipulation

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Precision

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Articulation

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Naturalization

  • Behavior
  • Actions
  • Examples
  • Implementation
  • Case Study
  • Assessment

Versions of Psychomotor Domain

  • Dave’s Theory
  • Harrow
  • Simpson
  • Differences and Similarities
  • Case Study
  • Assessment

Psychomotor Measurements

  • Agility
  • Precision
  • Endurance
  • Speed
  • Case Study
  • Assessment
Mastering Facilitation Skills

Facilitation is often referred to as the new cornerstone of management philosophy. With its focus on fairness and creating easy decision making, facilitation can make any organization make better decisions. This workshop will give participants an understanding of what facilitation is all about, as well as some tools that they can use to facilitate small meetings.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define facilitation and identify its purpose and benefits.
  • Clarify the role and focus of a facilitator.
  • Differentiate between process and content in the context of a group discussion.
  • Provide tips in choosing and preparing for facilitation.
  • Identify a facilitator’s role when managing groups in each of Tuckman and Jensen’s stages of group development: forming, storming, norming, and performing.
  • Identify ways a facilitator can help a group reach a consensus: from encouraging participation to choosing a solution.
  • Provide guidelines in dealing with disruptions, dysfunctions, and difficult people in groups.
  • Define what interventions are, when they are appropriate, and how to implement them.

Understanding Facilitation

  • What is Facilitation?
  • What is a Facilitator?
  • When is Facilitation Appropriate?
  • Case Study
  • Assessment

Process vs. Content

  • About Process
  • About Content
  • A Facilitator’s Focus
  • Case Study
  • Assessment

Laying the Groundwork

  • Choosing a Facilitated Approach
  • Planning for a Facilitated Meeting
  • Collecting Data
  • Case Study
  • Assessment

Tuckman and Jensen’s Model of Team Development

  • Stage One: Forming
  • Stage Two: Storming
  • Stage Three: Norming
  • Stage Four: Performing
  • Case Study
  • Assessment

Building Consensus

  • Encouraging Participation
  • Gathering Information
  • Presenting Information
  • Synthesizing and Summarizing
  • Case Study
  • Assessment

Reaching a Decision Point

  • Identifying the Options
  • Creating a Short List
  • Choosing a Solution
  • Using the Multi-Option Technique
  • Case Study
  • Assessment

Dealing with Difficult People

  • Addressing Disruptions
  • Common Types of Difficult People and How to Handle Them
  • Helping the Group Resolve Issues on Their Own
  • Case Study
  • Assessment

Addressing Group Dysfunction

  • Using Ground Rules to Prevent Dysfunction
  • Restating and Reframing Issues
  • Getting People Back on Track
  • Case Study
  • Assessment

About Intervention

  • Why Intervention May Be Necessary
  • When to Intervene
  • Levels of Intervention
  • Case Study
  • Assessment
Measuring Results From Training

Although we all know that training can have many amazing benefits, sometimes it can be hard to prove those benefits and attach a dollar value to training. Some topics, like sales training or time management, might have direct, tangible benefits. Other topics, like communication or leadership, might have benefits that you can’t put a dollar value on. In this course, we will learn about the different ways to evaluate training progress, and how to use those results to demonstrate the results that training brings.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Understand Kolb’s learning styles and learning cycle
  • Understand Kirkpatrick’s levels of evaluation
  • Be familiar with many types of evaluation tools, including goal setting, tests, reactionary sheets, interviews, observations, hip-pocket assessments, skill assessments, and learning journals
  • Understand when to use each type of evaluation tool
  • Be able to perform a needs assessment
  • Know how to write learning objectives and link them to evaluation
  • Be able to write an evaluation plan to evaluate learning at each stage of the training and far beyond
  • Know how to identify the costs, benefits, and return on investment of training
  • Be familiar with the parts of a business case

Kolb’s Learning Styles

  • The Four-Stage Process
  • Accommodators
  • Divergers
  • Convergers
  • Assimilators
  • Case Study
  • Assessment

Kirkpatrick’s Levels of Evaluation

  • Overview
  • Level One: Reactions
  • Level Two: Learning
  • Level Three: Behavior
  • Level Four: Results
  • Case Study
  • Assessment

Types of Measurement Tools

  • Goal Setting
  • Self-Evaluations
  • Peer Evaluations
  • Supervisor Evaluations
  • High-Level Evaluations
  • Case Study
  • Assessment

Focusing the Training

  • Performing a Needs Assessment
  • Creating Learning Objectives
  • Drilling Down Into Content
  • Case Study
  • Assessment

Creating an Evaluation Plan

  • What Will We Evaluate?
  • When Will the Evaluation be Completed?
  • How Will We Evaluate It?
  • Who Will Perform the Evaluation?
  • Case Study
  • Assessment

Assessing Learning before Training

  • Workplace Observation
  • Objectives Assessment
  • Pre-Assignments and Pre-Tests
  • Case Study
  • Assessment

Assessing Learning During Training

  • Reviewing Learning Objectives
  • Performing Hip-Pocket Assessments
  • Quizzes and Tests
  • Skill Assessments
  • Case Study
  • Assessment

Assessing Learning after Training

  • Evaluation Timelines
  • Learning Journal
  • Goal Setting
  • Additional Methods of Evaluation
  • Case Study
  • Assessment

The Long Term View

  • Creating a Long Term Evaluation Plan
  • Methods of Evaluation
  • Documenting Lessons Learned
  • Case Study
  • Assessment
Millennial Onboarding

More than ever, millennials – those born between 1980 and 1995 – are entering the workforce and becoming a vital part of our organizations. These workers bring a unique outlook on life to their jobs, and may also pose unique challenges. Taking time to customize the onboarding process for millennial employees helps promote employee retention and ensures that millennials are properly socialized into the workplace. Customizing the onboarding process for millennial employees benefits both the employee and the workplace.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Define onboarding
  • Discuss the characteristics of Millennials
  • Create an onboarding process for Millennials
  • Develop action plans for working with Millennials
  • Learn from introspection

Purpose of Onboarding

  • Start Up Costs
  • Employee Anxiety
  • Employee Turnover
  • Realistic Expectations
  • Case Study
  • Assessment

Introduction

  • Why Onboarding?
  • Importance of Onboarding
  • Making Employees Feel Welcome
  • First Day Checklist
  • Case Study
  • Assessment

Millennials and Onboarding

  • Who are Millennials?
  • How Do Millennials Differ from Other Workers?
  • Investiture Socialization – Let Them Be Themselves!
  • Informal Rather than Formal Onboarding Processes
  • Case Study
  • Assessment

Onboarding Checklist

  • Pre-Arrival
  • Arrival
  • First Day
  • First Week
  • First Month
  • Case Study
  • Assessment

Engaging the Millennial Employee

  • Create an Informal Program
  • Engage Employees One on One
  • The Role of Human Resources
  • The Role of Managers
  • Case Study
  • Assessment

Following Up With the Millennial Employee

  • Initial Check-In – One on One
  • Following Up – Regular, Informal Follow Ups
  • Setting Schedules – Millennials and Work-Life
  • Mentoring and the Millennial
  • Case Study
  • Assessment

Setting Expectations with the Millennial Employee

  • Define Requirements – Provide Specific Instructions
  • Identify Opportunities for Improvement and Growth
  • Set Verbal Expectations
  • Put It in Writing
  • Case Study
  • Assessment

Mentoring the Millennial

  • Be Hands-On and Involved
  • Serial Mentoring
  • Be a Mentor, Not an Authority Figure
  • Focus Millennia’s Exploratory Drive on Work
  • Case Study
  • Assessment

Assigning Work to the Millennial Employee

  • Provide Clear Structure and Guidelines
  • Provide Specific Benchmarks
  • Set Boundaries and Provide Reality Checks
  • Guide, Don’t Dictate
  • Case Study
  • Assessment
Mobile Learning Essentials

The use of technology is on the rise, so it’s no wonder that different methods of learning have emerged over the years. Recently, mobile learning (or mLearning) has become a new method for employees to learn and grow at work. With easy access, portability and a variety of resources available, mLearning is the user favorite for fast and convenient training and education.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Know the meaning of mLearning
  • Recognize different methods of mLearning
  • Know the benefits/challenges of using mLearning
  • Train other employees regarding mLearning
  • Form an mLearning plan

What is mLearning?

  • mLearning Uses
  • mLearning Environments
  • mLearning Tools
  • mLearning Advantages
  • Case Study
  • Assessment

Common mLearning Devices

  • Mobile Phones
  • Tablets
  • Notebook Computers
  • Personal Digital Assistants (PDAs)
  • Case Study
  • Assessment

Ancillary Equipment in mLearning

  • Internet Connections
  • Messaging Services
  • Video Cameras
  • Bluetooth
  • Case Study
  • Assessment

mLearning vs eLearning

  • Devices Available
  • Informal vs. Formal Structure
  • Increased Access
  • Content
  • Case Study
  • Assessment

Four C’s of mLearning

  • Content
  • Computer
  • Capture
  • Communicate
  • Case Study
  • Assessment

Aspects of mLearning

  • The FRAME Model
  • The Device Aspect
  • The Learner Aspect
  • The Social Aspect
  • Case Study
  • Assessment

Challenges of mLearning

  • Dependence on Technology
  • Decreased Quality of Communication
  • Security
  • Risk of Distraction
  • Case Study
  • Assessment

Benefits of mLearning

  • Decreased Costs
  • Available Support
  • Unlimited Resources
  • Continuous Learning
  • Case Study
  • Assessment

Getting mLearning Started

  • Organize Your Resources
  • Form a Work Plan
  • Engage Employees
  • Establish an End Goal
  • Case Study
  • Assessment
Onboarding Employees Effectively

Employee onboarding is essential to retaining top talent. An onboarding program does more than help orient new employees. It shapes how new employees relate to their organization. Implementing an employee onboarding program will shape the company culture while developing a highly qualified pool of talent.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define onboarding.
  • Understanding the benefits and purpose of onboarding.
  • Recognize how to prepare for an onboarding program.
  • Identify ways to engage and follow up with employees.
  • Create expectations.
  • Discover the importance of resiliency and flexibility.

Purpose of Onboarding

  • Start-up Cost
  • Anxiety
  • Employee Turnover
  • Realistic Expectations
  • Case Study
  • Assessment

Introduction

  • What Is Onboarding?
  • The Importance of Onboarding
  • Making Employees Feel Welcome
  • First Day Checklist
  • Case Study
  • Assessment

Onboarding Preparation

  • Professionalism
  • Clarity
  • Designating a Mentor
  • Training
  • Case Study
  • Assessment

Onboarding Checklist

  • Pre-Arrival
  • Arrival
  • First Week
  • First Month
  • Case Study
  • Assessment

Creating an Engaging Program

  • Getting Off on the Right Track
  • Role of Human Resources
  • Role of Managers
  • Characteristics
  • Case Study
  • Assessment

Following Up with New Employees

  • Initial Check in
  • Following Up
  • Setting Schedules
  • Mentor’s Responsibility
  • Case Study
  • Assessment

Setting Expectations

  • Defining Requirements
  • Identifying Opportunities for Improvement and Growth
  • Setting Verbal Expectations
  • Putting It in Writing
  • Case Study
  • Assessment

Resiliency and Flexibility

  • What Is Resiliency?
  • Why Is It Important?
  • Five Steps
  • What is Flexibility?
  • Why Is It Important?
  • Five Steps
  • Case Study
  • Assessment

Assigning Work

  • General Principles
  • The Dictatorial Approach
  • The Apple Picking Approach
  • The Collaborative Approach
  • Case Study
  • Assessment
Practical Business Succession Planning

The loss of valuable leadership can cripple a company. Business succession planning is essentially preparing successors to take on vital leadership roles when the need arises. Whether it is preparing someone to take over as the sole proprietor of a small business or a position of leadership in a corporation, business succession planning is essential to the long-term survival of a company. This course will teach you the difference between succession planning and mere replacement planning and how to prepare people to take on the responsibilities of leadership so that the company thrives in the transition.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define business succession planning and its role in your company.
  • Lay the groundwork to develop a succession plan.
  • The importance of mentorship.
  • Define and use a SWOT analysis to set goals.
  • Create a plan, assign roles, and execute the plan.
  • Communicate to develop support and manage change.
  • Anticipate obstacles, and evaluate and adapt goals and plans.
  • Characterize success.

Succession Planning Vs. Replacement Planning

  • What is Business Succession Planning?
  • What Is Replacement Planning?
  • Differences Between
  • Deciding What You Need
  • Case Study
  • Assessment

Preparing for the Planning Process

  • How to Set Parameters for the Planning Process
  • Should You Establish a Committee?
  • How to Gather Operational Data
  • Case Study
  • Assessment

Initiating Process

  • Develop a Mission Statement
  • Develop a Vision Statement
  • Choosing to Be a Mentor
  • Case Study
  • Assessment

The SWOT Analysis

  • Identifying Strengths
  • Identifying Weaknesses
  • Identifying Opportunities
  • Identifying Threats
  • Case Study
  • Assessment

Developing the Succession Plan

  • Prioritize What the Succession Plan Will Address
  • Set Goals and Objectives
  • Develop a Strategy for Achieving Goals
  • Draft the Plan
  • Case Study
  • Assessment

Executing the Plan

  • Assign Responsibility and Authority
  • Establish a Monitoring System
  • Identifying Paths
  • Choosing Your Final Approach
  • Case Study
  • Assessment

Gaining Support

  • Gathering Data
  • Addressing Concerns and Issues
  • Evaluating and Adapting
  • Case Study
  • Assessment

Managing the Change

  • Developing a Change Management Plan
  • Developing a Communication Plan
  • Implementing the Plans
  • Providing Constructive Criticism
  • Encouraging Growth and Development
  • Case Study
  • Assessment

Overcoming Roadblocks

  • Common Obstacles
  • Re-Evaluating Goals
  • Focusing on Progress
  • Case Study
  • Assessment
Social Learning

We are continually placed in social learning situations. Whether we are continuing education, learning new skills at work, or participating in a club, learning often takes place in social settings. By fully understanding the process of social learning, it is possible to enhance both social and learning skills to reap the full benefits of any social learning situation.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define and use social learning.
  • Identify social learning tools.
  • Manipulate group dynamics and culture.
  • Craft and lead role play scenarios.
  • Practice being a role model.
  • Understand modeling and observation.

Setting the Right Group Dynamic (I)

  • Communicating
  • Collaborating
  • Sharing of Best Practices
  • Refining Ideas
  • Case Study
  • Assessment

Setting the Right Group Dynamic (II)

  • Diversity Builds Knowledge
  • Social Interactions
  • People Are Different
  • Dealing with Difficult People
  • Case Study
  • Assessment

Develop a Social Learning Culture at Work (I)

  • Making the Connection
  • Tagging Star Employees
  • Recognizing Teaching Moments
  • Culture of Questioning
  • Case Study
  • Assessment

Develop a Social Learning Culture at Work (II)

  • Safe to Share Environment
  • Instilling a Passion for Learning
  • Instill a Sense of Sharing
  • Learning in the Social Unit
  • Case Study
  • Assessment

Develop a Culture of Social Learning at Work (III)

  • Remove Fear of Feedback or Criticism
  • Creating a Social Unit
  • Imitation and Modeling
  • Empowering Learners
  • Case Study
  • Assessment

Role Playing(I)

  • Identify Work Related Scenarios
  • Add Variables
  • Assign Roles
  • Prepare Role-Players
  • Case Study
  • Assessment

Role Playing (II)

  • Act It Out
  • Debrief
  • Mirror Good Examples
  • General Role Playing Tips
  • Case Study
  • Assessment

Utilizing the Right Tools (I)

  • Mentoring
  • Social Media
  • Critical Thinking
  • Gamification
  • Case Study
  • Assessment

Utilizing the Right Tools (II)

  • Relevant Resources Selection
  • Job Shadowing
  • Knowledge Management
  • Social Facilitation
  • Case Study
  • Assessment
Social Media In The Workplace

People love to stay connected, so it’s no wonder that social media sites continue to grow in popularity. However, with social media sites going mobile and are open 24 hours a day, people can often forget where to draw the line, especially at work. Companies should examine how this media is affecting them and how they can implement ways to move forward with technology without letting it interfere with productivity.

To effectively learn how to use social media in the workplace, an employee must learn the basic building blocks of social media and the different ways they interact and perform. Once we understand that social media is about communication, we can establish guidelines that allow employees feel free to network while staying focused at work. By the end of this course, you will:

  • Learn the meaning of social media
  • Learn different ways social media is used and altered
  • Build and maintain a social media policy
  • Keep your social media secure
  • Establish rules for the social media the company posts
  • Discover the benefits and pitfalls of using social media

What is Social Media?

  • Online Communities
  • User Created Content
  • Information Sharing
  • Communication Tools
  • Case Study
  • Assessment

Defining Your Social Media Policy (I)

  • It Should be a Living Document
  • Choosing an Information Officer
  • What Can and Cannot Be Shared
  • Legal and Ethic Specifications
  • Case Study
  • Assessment

Defining Your Social Media Policy (II)

  • New Hire Orientation
  • Let Common Sense Guide You
  • Nothing Offensive
  • Rules on Soliciting and Personal Posts
  • Case Study
  • Assessment

Creating a Living Document

  • What is a Living Document?
  • How Often is it Revised?
  • Who Will Be in Charge?
  • Change Management
  • Case Study
  • Assessment

Keeping an Eye on Security

  • Password Rules
  • Needs Constant Monitoring
  • Keeping Information Confidential
  • Protecting Intellectual Property
  • Case Study
  • Assessment

Rules to Follow When Posting (I)

  • Always Show Respect
  • Stop and Think Before You Post
  • Always Be Honest
  • Never Discredit or Talk Ill of Competitors
  • Case Study
  • Assessment

Rules to Follow When Posting (II)

  • Be Transparent
  • Act Like You Would in Real Life
  • Grammar and Spelling Still Counts
  • Never Post When You are Angry
  • Case Study
  • Assessment

Benefits of Social Media

  • From Audience to Author
  • Builds Customer Loyalty
  • Speed and Flexibility in Communication
  • Two Way Communications
  • Case Study
  • Assessment

The Pitfalls of Social Media

  • Bullying
  • Group Think
  • Trolling
  • Remember, It is Out There Forever
  • Case Study
  • Assessment
Talent Management

Talent management is essential to the success of any organization. Leaders need to recruit, train, and retain qualified employees. Providing incentives and developing individuals is the difference between engaging people and merely employing them. Investing in talent management will provide financial benefits as it improves the company’s culture.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define talent and talent management.
  • Understand the benefits of talent management.
  • Recognize performance management and ways to review talent.
  • Identify employee engagement.
  • Create assessments and training programs.
  • Learn how to improve employee retention.

Defining Talent

  • What Is Talent Management?
  • Types of Talent
  • Skills and Knowledge Defined
  • Case Study
  • Assessment

Understanding Talent Management

  • Guidelines
  • Importance & Benefits
  • Challenges
  • Key Elements to Developing a Winning Strategy
  • Case Study
  • Assessment

Performance Management

  • Performance Management Defined
  • Benefits
  • How to Keep Your Employees Motivated
  • Case Study
  • Assessment

Talent Reviews

  • 360 Degree Feedback
  • Talent Calibration
  • Maintaining an Effective Workforce
  • Looking to the Future
  • Case Study
  • Assessment

Succession & Career Planning

  • What is Succession Planning?
  • Developing a Plan
  • Executing the Plan
  • Overcoming Roadblocks
  • Case Study
  • Assessment

Engagement

  • Employee Engagement
  • Generating Engagement
  • Influences
  • Case Study
  • Assessment

Competency Assessments

  • Competency Assessment Defined
  • Implementation
  • Final Destination
  • Case Study
  • Assessment

Coaching, Training & Development

  • Setting Goals
  • Developing Options
  • Providing Feedback
  • Wrapping Up
  • Case Study
  • Assessment

Dos and Don’ts

  • Do’s and Don’ts
  • Tips for Talent Management
  • Case Study
  • Assessment
Trade Show Staff Training

Being a part of a trade show can be a wise investment for any company. But preparation is important because it can ‘make or break’ how well you succeed during the show. Employees must realize that they are acting as a representative for the company and should be knowledgeable of its products and services. Preparing your staff for the trade show is a big job, so get started early!

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Recognize effective ways of preparing for a trade show
  • Know essential points to setting up a booth
  • Know the Dos and Don’ts behaviors during the show
  • Acknowledge visitors and welcome them to the booth
  • Engage potential customers and work towards a sale
  • Wrap up the trade show and customer leads

Pre-Show Preparation

  • Prepare for Physical Issues
  • Developing a Great Elevator Speech
  • Setting up a Schedule
  • Connect with Attendees
  • Case Study
  • Assessment

Booth Characteristics and Set-Up (I)

  • Stand Out
  • Create a Booth Manual/Checklist
  • Technology
  • Scout a High Traffic Area
  • Case Study
  • Assessment

Booth Characteristics and Set-up (II)

  • Signage
  • Match Your Brand
  • Private Area
  • Focus on a Message
  • Case Study
  • Assessment

During the Show (I)

  • Company Objectives
  • Highlighting Your Product
  • Do Something Memorable
  • Social Media
  • Case Study
  • Assessment

During the Show (II)

  • Classic Do’s and Don’ts
  • Gamification
  • Walk the Floor
  • Keep the Distractions Away
  • Case Study
  • Assessment

Qualifying Visitors

  • Know the Answer
  • Engage with Qualifying Questions
  • Body Language
  • Listening Skills
  • Case Study
  • Assessment

Engaging the Right People

  • Prospects
  • Time Wasters (Catch and Release)
  • Press
  • Competitors
  • Case Study
  • Assessment

The Rules of Engagement (I)

  • Start With an Open-Ended Question
  • Record all Prospect Information
  • Be Specific with Your Message
  • Get a Commitment
  • Case Study
  • Assessment

Rules of Engagement (II)

  • Having a Welcoming Environment
  • The Dos and Don’ts of Business Cards
  • Observational Skills
  • When Not in the Booth
  • Case Study
  • Assessment
Train The Trainer

Whether you are preparing to be a professional trainer, or you are someone who does a bit of training as a part of their job, you’ll want to be prepared for the training that you do. This course will give all types of training tools to help create and deliver engaging, compelling workshops that will encourage trainees to come back for more.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today. By the end of this course, you will be able to:

  • Define training, facilitating, and presenting
  • Understand how to identify participants’ training needs
  • Create a lesson plan that incorporates the range of learning preferences
  • Create an active, engaging learning environment
  • Develop visual aids and supporting materials
  • Manage difficult participants and tough topics

Understanding Training and Facilitation

  • What is Training?
  • What is Facilitation?
  • Identifying Appropriate Situations
  • Case Study
  • Assessment

Gathering Materials

  • Identifying Participants’ Needs
  • Reviewing the Materials
  • Identifying and Resolving Gaps
  • Case Study
  • Assessment

Creating a Lesson Plan

  • Planning for the Basics
  • Adding Slack Time
  • Creating a Plan B
  • Case Study
  • Assessment

Choosing Activities

  • Types of Activities
  • Preparing for Emergencies
  • What to Do When Activities Go Wrong
  • Case Study
  • Assessment

Preparing for the Workshop

  • Creating a Materials List
  • Gathering Participant Information
  • Setting Up the Physical Location
  • Case Study
  • Assessment

Getting Off on the Right Foot

  • Greeting Participants
  • Being Prepared
  • Using Icebreakers and Energizers
  • Case Study
  • Assessment

Delivery Tips and Tricks

  • Using Visual Aids
  • Creating Supporting Materials
  • Break!
  • Case Study
  • Assessment

Keeping it Interactive

  • Encouraging Discussion
  • Using Group Work
  • The Power of Sticky Notes
  • Case Study
  • Assessment

Dealing With Difficult Participants

  • The Ground Rules
  • Challenges and Solutions
  • Handling Interruptions
  • Case Study
  • Assessment

Marketing & Sales (17 Courses)

Best Contact Center Practices

For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the course. A well trained contact center can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • How to get management involved in training.
  • Why peer training works.
  • That manners are important with a contact center.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

Starts at the Top

  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Assessment

Peer Training

  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Assessment

How to Build Rapport

  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Assessment

Learn to Listen

  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Assessment

Manners Matter – Etiquette & Customer Service (I)

  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Assessment

Manners Matter – Etiquette & Customer Service (II)

  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study
  • Assessment

Handling Difficult Customers

  • Keep Calm
  • Listen, Repeat, and Apologize
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Assessment

Getting the Necessary Information

  • Have a Checklist
  • Linear Thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study
  • Assessment

Performance Evaluations

  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Case Study
  • Assessment
Call Center Effective Skills

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define and understand call center strategies.
  • Identify different types of buying motivations.
  • Create SMART Goals.
  • Familiarize myself with strategies that sharpen effective communication.
  • Use proper phone etiquette.
  • Set benchmarks.

The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Assessment

The Basics (II)

  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Assessment

Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • Case Study
  • Assessment

Tools

  • Self-Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Assessment

Speaking Like a Star

  • S= Situation
  • T= Task
  • A= Action
  • R=Result
  • Case Study
  • Assessment

Types of Questions

  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
  • Assessment

Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
  • Assessment

Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
  • Assessment

Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
  • Assessment
Creating A Great Webinar

Webinars are staples of modern business. Anyone can create a webinar and reap the rewards. When webinars are done well, they can increase your customer base and grow the knowledge of your brand. Webinars that are not done well can decrease the customer base and ruin your reputation. By following the advice in the course, you will understand the necessary steps to create a successful webinar.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define webinars and their purpose
  • Choose the best formats
  • Prepare for webinars
  • Avoid common mistakes
  • Understand how to interact with the target audience
  • Follow up successfully

What Can a Webinar Do?

  • Marketing to Prospective Customers
  • Training or Teaching
  • Demonstrations and Presentations
  • Information Sharing
  • Case Study
  • Assessment

Successful Webinar Criteria

  • Passion and Enthusiasm
  • Value
  • Knowing Your Target Audience
  • Grab and Keep Attention
  • Case Study
  • Assessment

Find the Right Format

  • Tailor It to Your Audience
  • Pre-Recorded
  • The Live Webinar
  • Two Person Team
  • Case Study
  • Assessment

Marketing and Social Media

  • Blog Posts and White Papers
  • Email Marketing
  • Offer An Exclusive Deal
  • Hashtags
  • Case Study
  • Assessment

Leading up to Your Webinar

  • Reminder Emails
  • Practice and Rehearse
  • Test Your Technology
  • Insert Solicited Questions
  • Case Study
  • Assessment

Drive Up Registration

  • Avoid Spam Filter
  • A Great Title
  • Solicit Questions
  • The Registration Page
  • Case Study
  • Assessment

Presentation Tips

  • Show, Don’t Tell
  • Sharing Your Desktop
  • Strong Visuals
  • Script It
  • Case Study
  • Assessment

Interacting with Your Audience

  • Polling and Surveys
  • Answer Solicited Questions
  • Activities
  • Q & A Sessions
  • Case Study
  • Assessment

Mistakes to Avoid

  • Technical Issues
  • Ignoring Your Audience
  • Audience Not Participating?
  • Timing
  • Case Study
  • Assessment

    Webinars are staples of modern business. Anyone can create a webinar and reap the rewards. When webinars are done well, they can increase your customer base and grow the knowledge of your brand. Webinars that are not done well can decrease the customer base and ruin your reputation. By following the advice in the course, you will understand the necessary steps to create a successful webinar.

    Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

    • Define webinars and their purpose
    • Choose the best formats
    • Prepare for webinars
    • Avoid common mistakes
    • Understand how to interact with the target audience
    • Follow up successfully

    What Can a Webinar Do?

    • Marketing to Prospective Customers
    • Training or Teaching
    • Demonstrations and Presentations
    • Information Sharing
    • Case Study
    • Assessment

    Successful Webinar Criteria

    • Passion and Enthusiasm
    • Value
    • Knowing Your Target Audience
    • Grab and Keep Attention
    • Case Study
    • Assessment

    Find the Right Format

    • Tailor It to Your Audience
    • Pre-Recorded
    • The Live Webinar
    • Two Person Team
    • Case Study
    • Assessment

    Marketing and Social Media

    • Blog Posts and White Papers
    • Email Marketing
    • Offer An Exclusive Deal
    • Hashtags
    • Case Study
    • Assessment

    Leading up to Your Webinar

    • Reminder Emails
    • Practice and Rehearse
    • Test Your Technology
    • Insert Solicited Questions
    • Case Study
    • Assessment

    Drive Up Registration

    • Avoid Spam Filter
    • A Great Title
    • Solicit Questions
    • The Registration Page
    • Case Study
    • Assessment

    Presentation Tips

    • Show, Don’t Tell
    • Sharing Your Desktop
    • Strong Visuals
    • Script It
    • Case Study
    • Assessment

    Interacting with Your Audience

    • Polling and Surveys
    • Answer Solicited Questions
    • Activities
    • Q & A Sessions
    • Case Study
    • Assessment

    Mistakes to Avoid

    • Technical Issues
    • Ignoring Your Audience
    • Audience Not Participating?
    • Timing
    • Case Study
    • Assessment
Customer Service Excellence

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. This course will look at all types of customers and how we can serve them better and improve ourselves in the process.

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. By the end of this course, you should be able to:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?
  • Case Study
  • Assessment

Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  •  

Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Case Study
  • Assessment

Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Case Study
  • Assessment

In-Person Customer Service

  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage
  • Case Study
  • Assessment

Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Case Study
  • Assessment

Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Eliminate Electronic Ping Pong
  • Case Study
  • Assessment

Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Case Study
  • Assessment

Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Case Study
  • Assessment
Internet Marketing Fundamentals

The Internet has forever changed the way the people shop and conduct business. Even experienced marketing professionals need help navigating the pitfalls of Internet marketing. Integrating the marketing techniques with modern technology is essential for every business. With the appropriate skills, both companies and individuals will be able to create successful Internet marketing techniques.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Know how to conduct market research
  • Develop a workable Internet marketing campaign
  • Recognize your target market
  • Understand your brand
  • Grasp SEO and website characteristics
  • Find and capture leads

SWOT Analysis in Marketing

  • Strength
  • Weaknesses
  • Opportunities
  • Improve Image
  • Case Study
  • Assessment

Marketing Research

  • Consume All Media
  • Find the Right Price
  • Product Development and Improvement
  • Identify Your Target Audience
  • Case Study
  • Assessment

Real Time Marketing

  • Dynamic Content
  • Engagement Builds Followers
  • Constant Readiness
  • The Time, the Place, the Media
  • Case Study
  • Assessment

Brand Management

  • Every Interaction Counts
  • Consistent Through all Media
  • Unique Qualities
  • Needs to be Actively Managed
  • Case Study
  • Assessment

Social Media (I)

  • You Are Building a Community
  • A Personal Touch
  • Brand Champions
  • Make it Easy to Share
  • Case Study
  • Assessment

Social Media (II)

  • Content is King
  • Blog and Interact
  • Webinars
  • Constant Monitoring
  • Case Study
  • Assessment

SEO Basics

  • Relevant and Original Content
  • Keywords
  • Value Proposition
  • Linking
  • Case Study
  • Assessment

Website Characteristics

  • SEO Optimization
  • Landing Page
  • Analytics
  • Mobile and Tablet Friendly
  • Case Study
  • Assessment

Capturing Leads

  • Lead Management and Generation
  • Give Something Away
  • Quality vs. Quantity
  • Capture Repeat Customers
  • Case Study
  • Assessment
Mastering Customer Support

Technology is always changing – and always improving. Once customer support was only offered by calling a 1-800 number and talking to someone over a line. But these days, customer support can be done over a variety of methods, including text messages and webchats. Your customers are always changing and so is the technology they use, so make sure you’re keeping up with both!

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

What Is Customer Service?

  • Support vs. Service
  • Who Participates?
  • Metrics
  • Trends
  • Case Study
  • Assessment

Challenges

  • Customer Challenges
  • Crisis
  • Ticket Backlogs
  • End Relationship with Customer
  • Case Study
  • Assessment

Email

  • Formal Yet Conversational Style
  • Scripted Yet Authentic
  • Explain Information Carefully
  • Results
  • Case Study
  • Assessment

SMS

  • Convenience of Texting
  • Apps and Software Available
  • Information to Communicate
  • Professional Communication Through Text
  • Case Study
  • Assessment

Webchat

  • Personalize
  • Apps and Software Available
  • Real Time Support
  • Etiquette
  • Case Study
  • Assessment

Multi-Channel Apps

  • Different Multi-Channel Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Assessment

Support Ticket Apps

  • Different Support Ticket Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Assessment

Documentation

  • What to Document
  • Using Tools
  • Prepare Documentation
  • Retain
  • Case Study
  • Assessment

Feedback

  • Surveys
  • Boxes
  • Analytics
  • Usability
  • Case Study
  • Assessment
Mastering Prospecting And Lead Generation

Prospecting and lead generation are essential to the success of any sales organization. Unfortunately, many people view the process as tedious and only engage in the bare minimum. By changing your personal perspective of prospecting and engaging in fun, new activities, your company will benefit from new enthusiasm and increase sales leads.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Identify prospects
  • Implement both traditional and new marketing methods
  • Use the pipeline effectively
  • Educate customers
  • Track activity and make adjustments as needed

Prospecting

  • Make It a Priority
  • Identify Your Ideal Prospect
  • Choose Prospecting Methods
  • Make It a Habit
  • Case Study
  • Assessment

Traditional Marketing Methods

  • Cold Calling
  • Direct Mail
  • Trade Shows
  • Networking
  • Case Study
  • Assessment

Social Networking

  • Search Engine Marketing
  • Email Marketing
  • Display Advertising
  • Case Study
  • Assessment

Generating New Leads

  • Become a Brand
  • Webinars
  • Blogs
  • Engaging Video
  • Case Study
  • Assessment

Avoid Common Lead Generation Mistakes

  • Limiting Channels
  • Failure to Provide Value
  • Failure to Connect
  • Failure to Try
  • Case Study
  • Assessment

Educate Prospects

  • Content Creation
  • Stand Out from the Competition
  • Fill Customer Needs
  • Always Deliver on Promises
  • Case Study
  • Assessment

The Pipeline

  • Contact
  • Meet
  • Propose
  • Close
  • Case Study
  • Assessment

Follow up Communication

  • Know Your Leads
  • Move Quickly
  • Know How to Respond
  • Set Future Meetings
  • Case Study
  • Assessment

Track Activity

  • Use the Appropriate Tools
  • Assess Your Advertising Sources
  • Record Information about Leads
  • Assess ROI
  • Case Study
  • Assessment
Media And Public Relations

In this course, you will get knowledge you need to manage effectively your image and value by forming solid networks through strategic communication planning. Effective networking is essential for day-to-day business or for those times when you are actively pursuing job opportunities.

Networking and public relations is the most successful method of communicating your value to those around you. Furthermore, good networking skills enable you to tap into those relationships you already have and increase the scope of your network. This course is designed to give you practical teaching and hands-on tools that will get you networking once you complete this course.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today.
By the end of this course, you will be able to:

  • Network for success
  • Manage “Meet and Great” opportunities
  • Dress for success
  • Write effectively
  • Set goals
  • Manage media relations
  • Plan issue and crisis communication
  • Use social media
  • Deliver effective employee communication

Networking for Success (I)

  • Creating an Effective Introduction
  • Making a Great First Impression
  • Case Study
  • Assessment

Networking For Success (II)

  • Minimizing Nervousness
  • Using Business Cards Effectively
  • Remembering Names
  • Case Study
  • Assessment

The Meet and Greet

  • The Three-Step Process
  • The Four Levels of Conversation
  • Case Study
  • Assessment

Dressing for Success

  • The Meaning of Colors
  • Interpreting Common Dress Codes
  • Deciding What to Wear
  • Case Study
  • Assessment

Writing

  • Business Letters
  • Writing Proposals
  • Reports
  • Executive Summaries
  • Case Study
  • Assessment

Setting Goals

  • Understanding Goals
  • SMART Goals
  • Helping Others with Goal Setting
  • Case Study
  • Assessment

Media Relations

  • Television
  • Print
  • Web Presence, Blogs & the Internet
  • Case Study
  • Assessment

Issues and Crisis Communication Planning

  • Gauging the Impending Crisis Level
  • Providing Feedback and Insights
  • How Information Will be Distributed
  • Tracking the Overall Effect
  • Case Study
  • Assessment

Social Media (The PR Toolkit)

  • Blogs
  • Wikis
  • Podcasts
  • Social Bookmarks
  • RSS Feeds
  • Case Study
  • Assessment
Motivating Your Sales Team

Sales can be a tough job, and it can be hard to keep your sales team motivated to pursue leads and close deals day after day. Rejection is sometimes part of the job in sales, and that can make some days more difficult than others. Developing a solid set of strategies for motivating your sales team will not only increase your bottom line, but will increase team member satisfaction and retention. Taking the time to figure out how best to prepare and motivate your sales team is one of the best investments you can make in your organization.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Discuss how to create a motivational environment
  • Understand the importance of communication and training in motivating sales teams
  • Determine steps your organization can take to motivate sales team members
  • Understand the benefits of tailoring motivation to individual employees
  • Apply the principles of fostering a motivational environment to your own organization

Create a Motivational Environment

  • Conduct Frequent Team Check-Ins
  • Train Your Team
  • Emulate Best Practices
  • One Size Does Not Fit All!
  • Case Study
  • Assessment

Communicate to Motivate

  • Regular Group Meetings
  • Regular One on One Meetings
  • Focus on Strengths and Development Areas
  • Ask for Feedback
  • Case Study
  • Assessment

Train Your Team

  • Focus on Training and Development
  • Peer Training
  • Mentoring
  • Keep the Focus Positive!
  • Case Study
  • Assessment

Emulate Best Practices

  • Look to Industry Leaders
  • Solicit Team Member Suggestions
  • Take a Field Trip!
  • Leverage Outside Expertise
  • Case Study
  • Assessment

Provide Tools

  • The Right Tools
  • Ask Team Members What Tools They Need
  • Provide High Quality Tools
  • Allow for Training
  • Case Study
  • Assessment

Find Out What Motivates Employees

  • One Size Does Not Fit All!
  • Find Out What Motivates Individuals
  • Discover What Motivates the Team
  • Tailor Rewards to Employees
  • Case Study
  • Assessment

Tailor Rewards to the Employee

  • Motivation is Personal!
  • Choose 1-3 Motivators
  • Employee’s Personal Goals
  • Reward Achievements
  • Case Study
  • Assessment

Create Team Incentives

  • Incentives Foster Teamwork
  • Team Goals
  • Choose 1-3 Motivators
  • Reward Achievements
  • Case Study
  • Assessment

Implement Incentives

  • Regular Incentives
  • Mark Milestones
  • Encourage Friendly Competition
  • Keep the Value Reasonable
  • Case Study
  • Assessment
Multi-Level Marketing

For many business people, the thought of multi-level marketing can seem kind of scary. It is often misrepresented as a ‘pyramid scheme’, which can make some business owners weary. Others may simply not have any information about it. But with a little education and training, many people find multi-level marketing a great tool for their company.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Know how multi-level marketing works
  • Build contacts
  • Recruit new agents
  • Be familiar with social media and marketing
  • Provide training for recruits

How Does Multi-Level Marketing Work

  • Networking Marketing
  • Independent Agents
  • Commission-Based
  • Agents Recruit New Agents
  • Case Study
  • Assessment

Building a Contact List

  • Leverage Personal Networks
  • Warm Lists
  • Internet Lead Generation
  • Purchasing Lead Lists
  • Case Study
  • Assessment

Recruiting New Agents I

  • Draw on Personal and Professional Network
  • Recruit Satisfied Customers
  • Recruit Those Who Seek Work Flexibility
  • Stress Benefits of Being Agent
  • Case Study
  • Assessment

Recruiting New Agents II

  • Invitation to Marketing Presentation
  • Focus Presentation on Benefits
  • Showcase Success Stories
  • Provide Several Presentation Media
  • Case Study
  • Assessment

Training MLM Agents

  • Sponsorship/Mentorship
  • Provide Training in Marketing
  • Provide Training in Recruitment
  • Provide Ethics Training
  • Case Study
  • Assessment

Sponsorship/Mentorship

  • Pair New Agents with Mentors
  • Benefits of Sponsorship/Mentorship to Mentee
  • Benefits of Sponsorship/Mentorship to Mentor
  • Best Mentorship Practices
  • Case Study
  • Assessment

Provide Marketing Presentation Training

  • Provide Training in Presentations
  • Provide Copies of Marketing Presentation
  • New Recruits Practice Presentation
  • Offer Marketing Resources
  • Case Study
  • Assessment

Provide Social Media Training

  • Social Media is Key to Networking!
  • Websites and Blogs
  • Facebook and Twitter
  • LinkedIn
  • Case Study
  • Assessment

Provide Training in Recruitment

  • Building a Contact List
  • Leveraging Personal and Professional Networks
  • Provide Presentation/ “Elevator speech” Training
  • Discuss Follow-up
  • Case Study
  • Assessment
Overcoming Sales Objections Best Practices

Everyone who works in sales will run into sales objections. From retail employees on the sales floor to sales executives, people at every level of the business need to learn how to overcome sales objections. With the right training, it is possible to turn objections into opportunities. Investing in sales objection training will help improve sales and the company’s bottom line.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand the factors that contribute to customer objections.
  • Define different objections.
  • Recognize different strategies to overcome objections.
  • Identify the real objections.
  • Find points of interest.
  • Learn how to deflate objections and close the sale.

Three Main Factors

  • Skepticism
  • Misunderstanding
  • Stalling
  • Case Study
  • Assessment

Seeing Objections as Opportunities

  • Translating the Objection to a Question
  • Translating the Objection to a Reason to Buy
  • Case Study
  • Assessment

Getting to the Bottom

  • Asking Appropriate Questions
  • Common Objections
  • Basic Strategies
  • Case Study
  • Assessment

Finding a Point of Agreement

  • Outlining Features and Benefits
  • Identifying Your Unique Selling Position
  • Agreeing with the Objection to Make the Sale
  • Case Study
  • Assessment

Have the Client Answer Their Own Objection

  • Understand the Problem
  • Render It Unobjectionable
  • Case Study
  • Assessment

Deflating Objections

  • Bring up Common Objections First
  • The Inner Workings of Objections
  • Case Study
  • Assessment

Unvoiced Objections

  • How to Dig up the “Real Reason”
  • Bringing Their Objections to Light
  • Case Study
  • Assessment

The Five Steps

  • Expect Them
  • Welcome Them
  • Affirm Them
  • Complete Answers
  • Case Study
  • Assessment

Dos and Don’ts

  • Dos
  • Don’ts
  • Case Study
  • Assessment
Principles Of Digital Citizenship

The Internet has changed the way that people connect, communicate, and conduct business. The digital age has provided many benefits, but it does have a downside. Given the sheer volume of digital information that we send and receive each day, it is important to learn basic citizenship skills. These skills will help prevent missteps and keep your digital relationships running smoothly.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define digital citizenship.
  • Use technology appropriately.
  • Use social networking to create your brand.
  • Protect your reputation online.
  • Practice safe use of technology.
  • Understand digital etiquette.

What Is Digital Citizenship?

  • What Is Digital Citizenship?
  • Engaging with Others
  • It’s a Moving Target
  • Belonging to a Community
  • Case Study
  • Assessment

Being a Good Citizen

  • Build It Up
  • Real World Influences
  • Use Technology Appropriately
  • The Golden Rule
  • Case Study
  • Assessment

Best Practices for Sharing

  • Digital Footprints
  • Personal and Work Lives
  • Stop and Think Before You Post
  • Do Not Over Share
  • Case Study
  • Assessment

Networking and Personal Branding (I)

  • Personal Branding
  • Be Yourself
  • Social Networking
  • If You Share It, Expect Everyone to See It
  • Case Study
  • Assessment

Networking and Personal Branding (II)

  • Introduce Colleagues
  • Volunteer to Help Others
  • Blog
  • Guard Your Reputation
  • Case Study
  • Assessment

Digital Security and Safety (I)

  • Don’t Trust Anyone You Don’t Know
  • Enable 2-Step Verification Processes
  • Public Wi-Fi
  • Public Computers
  • Case Study
  • Assessment

Digital Security and Safety (II)

  • Email and Attachments
  • Password Rules
  • Back Up Your Files
  • Update Your Software
  • Case Study
  • Assessment

Dealing with the Dark side

  • See It, Report It
  • Bullying and Harassment
  • Trolling
  • Shared Something You Shouldn’t Have?
  • Case Study
  • Assessment

Digital Etiquette (I)

  • Respect and Tone
  • Speak Up, Not Out
  • Topics to Avoid
  • Keep Private Messages Private
  • Case Study
  • Assessment
Sales Fundamentals

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money. This course will give participants a basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand the language of sales
  • Prepare for a sales opportunity
  • Make an effective pitch
  • Handle objections
  • Seal the deal
  • Follow up on sales
  • Set sales goals
  • Manage sales data
  • Use a prospect board

Understanding the Talk

  • Types of Sales
  • Common Sales Approaches
  • Glossary of Common Terms
  • Case Study
  • Assessment

Getting Prepared to Make the Call

  • Identifying Your Contact Person
  • Performing a Needs Analysis
  • Creating Potential Solutions
  • Case Study
  • Assessment

Creative Openings

  • A Basic Opening for Warm Calls
  • Warming up Cold Calls
  • Using the Referral Opening
  • Case Study
  • Assessment

Making Your Pitch

  • Features and Benefits
  • Outlining Your Unique Selling Position
  • The Burning Question That Every Customer Wants Answered
  • Case Study
  • Assessment

Handling Objections

  • Common Types of Objections
  • Basic Strategies
  • Advanced Strategies
  • Case Study
  • Assessment

Sealing the Deal

  • Understanding When It’s Time to Close
  • Powerful Closing Techniques
  • Things to Remember
  • Case Study
  • Assessment

Following Up

  • Thank You Notes
  • Resolving Customer Service Issues
  • Staying in Touch
  • Case Study
  • Assessment

Setting Goals

  • The Importance of Sales Goals
  • Setting SMART Goals
  • Case Study
  • Assessment

Managing Your Data

  • Choosing a System That Works for You
  • Using Computerized Systems
  • Using Manual Systems
  • Case Study
  • Assessment
Selling In Person Effectively

In the age of online shopping and technology, in-person sales can easily be ignored. Do not overlook, however, the importance of personal contact. You never know when or where you will meet your next customer, and it is important to make a good impression. Everyone who is interested in sales must be confident in the art of in-person sales.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand in-person sales.
  • Explain the sales funnel.
  • Explore sales techniques.
  • Develop loyalty.
  • Identify ways to build customer base.

In-Person Sales

  • Definition
  • Benefits
  • Cost
  • Effectiveness
  • Case Study
  • Assessment

Examples of In-Person Sales

  • Sales Call
  • Retail
  • FaceTime
  • Meetings
  • Case Study
  • Assessment

Sales Funnel

  • Generate Leads
  • Nurture Leads
  • Acquire Customer Base
  • Expand Customer Base
  • Case Study
  • Assessment

Prepare

  • Effective Methods to Generate Leads
  • Know Your Customer
  • Practice Sales Conversation
  • Set Goals
  • Case Study
  • Assessment

Presentation

  • Determine Venue
  • Stay on Point
  • Tie the Information to Customer Values
  • Refer to Past Conversations
  • Case Study
  • Assessment

Engage

  • Emotional Intelligence
  • Allow Evaluation
  • Overcome Objections
  • Incentives
  • Case Study
  • Assessment

Commitment

  • A Verbal “Yes”
  • Maintain Connection
  • Remind Customer of Value
  • Call to Action
  • Case Study
  • Assessment

Sale

  • It Isn’t Over Till It’s Over
  • Make the Process Easy
  • Close with Exceptional Service
  • Thank and Reward
  • Case Study
  • Assessment

Loyalty

  • Continuity Programs
  • Special Rewards
  • Handwritten Cards
  • Remain Relevant
  • Case Study
  • Assessment
Social Media Marketing

Social media is a staple of modern life. It is so enmeshed in the way that we communicate that companies have little choice but to engage social media as part of their marketing strategy. Before implementing any social media strategies, you should take the time to understand the benefits as well as the risks of using different social media platforms to reach current and potential customers.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand different social media platforms
  • Identify audience
  • Monitor and measure performance
  • Consider pros and cons before making decisions

Facebook

  • Pros / Cons
  • Likes / Comments
  • Posts / Links
  • Tracking and Measurement
  • Case Study
  • Assessment

YouTube

  • Pros / Cons
  • Channel
  • Content and Voice
  • Tags and Measurement
  • Case Study
  • Assessment

Twitter

  • Pros/ Cons
  • Voice
  • Tags and Links
  • Case Study
  • Assessment

LinkedIn

  • Pros / Cons
  • Optimize Search in Profile
  • Groups and Links
  • Tracking and Measurement
  • Case Study
  • Assessment

Google

  • Pros / Cons
  • Natural Search Links
  • Strategy
  • Tracking and Measurement
  • Case Study
  • Assessment

Pinterest

  • Pros/ Cons
  • Pins and Boards
  • Traffic and Links
  • Tracking and Measurement
  • Case Study
  • Assessment

Tumblr

  • Pros / Cons
  • Posting and Conversation
  • Links
  • Tracking and Measurement
  • Case Study
  • Assessment

Flickr

  • Pros / Cons
  • Expand Sharing
  • Discussion
  • Tracking and Measurement
  • Case Study
  • Assessment

Snapchat

  • Pros / Cons
  • Audience
  • Ads
  • Tracking and Measurement
  • Case Study
  • Assessment
Accordion Title
Accordion Content
The Principles Of Effective Marketing

Thanks to the rise of technology and social media, the world of marketing and advertising has become bigger than ever. Marketing has gone beyond the classic printed ads, billboards or even television commercials. Unfortunately, this can cause any company to become confused or even intimidated about getting their product or service out into the market. But if we can learn the right strategies with the right tools, we can break into the marketing world without fear or hesitation.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define your market.
  • Know the different types of marketing and ways to use them.
  • Learn effective ways of communicating with the customer.
  • Know how to set marketing goals and strategies.
  • Recognize common marketing mistakes and know how to avoid them.

What is Marketing?

  • What is a Market?
  • Marketing is Not Selling
  • Understanding Customer Needs
  • Defining Your Product or Service
  • Case Study
  • Assessment

Common Marketing Types (I)

  • Direct Marketing
  • Active Marketing
  • Incoming Marketing
  • Outgoing Marketing
  • Case Study
  • Assessment

Common Marketing Types (II)

  • Guerrilla Marketing
  • B2B Marketing
  • B2C Marketing
  • Promotional Marketing
  • Case Study
  • Assessment

The Marketing Mix

  • Product
  • Price
  • Promotion
  • Place
  • Case Study
  • Assessment

Communicating the Right Way

  • The Marketing Pitch
  • Sell Value, Not the Price
  • Fun and Entertaining is Powerful
  • Choosing the Right Media
  • Case Study
  • Assessment

Customer Communications

  • Give Your Customers a Voice
  • It’s Not About You, It’s About Them
  • Every Interaction Counts
  • Answer Questions Honestly
  • Case Study
  • Assessment

Marketing Goals

  • Brand Switching
  • Repeat Purchases
  • Brand Loyalty
  • Inform and Educate
  • Case Study
  • Assessment

The Marketing Funnel

  • Awareness
  • Interest
  • Desire
  • Action
  • Case Study
  • Assessment

Marketing Mistakes (I)

  • Not Taking Social Media Seriously
  • Not Having a USP
  • Cross Cultural and International Translations
  • Not Building a Relationship
  • Case Study
  • Assessment
Top 10 Sales Secrets

“Sales” is much more than providing the customer with the goods, in exchange for money. Sales involve a relationship not only between the sales representative and the customer, but the company and the customer. There are many traits that customers look for in not only products, but in sales people also. Being the only link between the product and the customer, it is important to develop these important traits.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Learn how to develop effective traits
  • Learn how to “know” your clients better
  • Better represent the product/service
  • Cultivate effective leads
  • Sell with authority
  • Learn how to build trusting, long term relationships with customers

Effective Traits

  • Assertiveness
  • Emotional Intelligence
  • Solve Problems
  • Close
  • Case Study
  • Assessment

Know Clients

  • Research
  • Customer Values
  • Customer Needs
  • Anticipate Needs
  • Case Study
  • Assessment

Product

  • Know Your Product
  • Believe in the Company and Product
  • Be Enthusiastic
  • Link Product to Customer’s Values
  • Case Study
  • Assessment

Leads

  • Sift Leads
  • Time vs. Cost of Pursuing Leads
  • Let Go of Leads Going Nowhere
  • Focus on Positive Leads
  • Case Study
  • Assessment

Authority

  • Develop Expertise
  • Know Your Competition
  • Continue Education
  • Customer Problems Using Authority
  • Case Study
  • Assessment

Build Trust

  • Testimonials
  • Transparent
  • Be Genuine
  • Take on Customers’ Point of View
  • Case Study
  • Assessment

Relationships

  • Listen Actively
  • Communicate Often
  • Rewards
  • Build New Relationships
  • Case Study
  • Assessment

Communication

  • Be Prepared, Not Scripted
  • Use Humor
  • Be Yourself
  • Thank and Reward
  • Case Study
  • Assessment

Self-Motivation

  • Value Your Work
  • Reward Achievements
  • Focus on Success
  • Do Not Procrastinate
  • Case Study
  • Assessment

Administration & Management (15 Courses)

Effective Administrative Office Procedures

Administrative office procedures may not be glamorous, but they are essential to the success of any enterprise. A well run office reduces miscommunications and helps to eliminate common errors. By making the administrative office a priority, you will establish clear policies and procedures with employee understanding and buy-in, which ensures that your work environment runs smoothly.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this course, you will be able to:

  • Organize a binder
  • Develop procedures
  • Prepare checklists
  • Understand succession planning
  • Collect the correct tools

Why Your Office Needs Administrative Procedures

  • Business Continuity
  • Succession Planning
  • Internal and External Audit Requirements
  • Recovery Planning
  • Case Study
  • Assessment

Gathering the Right Tools

  • Binder
  • Section Divider
  • Sheet Protectors
  • Cover to Cover Binders
  • Case Study
  • Assessment

Identifying Procedures to Include

  • Tracking Tasks for Some Days
  • Reach Out to Other Employees for Feedback/Ideas
  • Write Down Daily Tasks
  • Keep Track Using a Spreadsheet
  • Case Study

Top Five Procedures to Record

  • Use a Template to Stay Consistent from Track to Track
  • Be as Detailed as Possible
  • Use Bullet Points Instead of Paragraphs
  • Ask Someone to Execute the Procedure
  • Case Study
  • Assessment

What to Include in Your Binder (I)

  • Phone Etiquette
  • Business Writing
  • Effective Time Management
  • Creating Meeting Arrangements
  • Case Study
  • Assessment

What to Include in Your Binder (II)

  • Policy on Absences
  • Breaks
  • Salaries
  • Benefits
  • Case Study
  • Assessment

Organizing Your Binder

  • Create a Table of Contents
  • List Each Section (e.g. Accounting)
  • List Procedures in that Section
  • Keep Binder Updated with any New Changes
  • Case Study
  • Assessment

What Not to Include in the Procedure Guide

  • Password
  • Identify Other Confidential Information Via Your Employer
  • Store Information in a Separate Folder Outside of the Guide
  • Find a Secure Location to Store
  • Case Study
  • Assessment

Share Office Procedure Guide

  • Give Guide to Boss/Executive to Review
  • Inform Office Personnel of Procedure Guide
  • Place Guide in a Visible Area
  • Allow Office Personnel to Express Improvements/Updates if Needed
  • Case Study
  • Assessment
Effective Conflict Resolution

Wherever two or more people come together, there is the possibility of conflict. This course will give participants a six-step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should:

  • Understand what conflict and conflict resolution mean
  • Understand all six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Be able to adapt the process for all types of conflicts
  • Be able to break out parts of the process and use those tools to prevent conflict
  • Be able to use basic communication tools, such as the agreement frame and open questions
  • Be able to use basic anger and stress management techniques

An Introduction to Conflict Resolution

  • What is Conflict?
  • What is Conflict Resolution?
  • Understanding the Conflict Resolution Process
  • Case Study
  • Assessment

Conflict Resolution Styles with the Thomas-Kilmann

  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding
  • Case Study
  • Assessment

Creating an Effective Atmosphere

  • Neutralizing Emotions
  • Setting Ground Rules
  • Choosing the Time and Place
  • Case Study
  • Assessment

Creating a Mutual Understanding

  • What Do I Want?
  • What Do They Want?
  • What Do We Want?
  • Case Study
  • Assessment

Focusing on Individual and Shared Needs

  • Finding Common Ground
  • Building Positive Energy and Goodwill
  • Strengthening Your Partnership
  • Case Study
  • Assessment

Getting to the Root Cause

  • Examining Root Causes
  • Creating a Cause and Effect Diagram
  • The Importance of Forgiveness
  • Identifying the Benefits of Resolution
  • Case Study
  • Assessment

Generating Options

  • Generate, Don’t Evaluate
  • Creating Mutual Gain Options and Multiple Option Solutions
  • Digging Deeper into Your Options
  • Case Study
  • Assessment

Building a Solution

  • Creating Criteria
  • Creating a Shortlist
  • Choosing a Solution
  • Building a Plan
  • Case Study
  • Assessment

The Short Version of the Process

  • Evaluating the Situation
  • Choosing Your Steps
  • Creating an Action Plan
  • Using Individual Process Steps
  • Case Study
  • Assessment
Event Planning Skills

Creating an event is no small feat. It takes planning and understanding of the process. When planning an event, there are a multitude of tasks to consider. In this guide we will explore together how to effectively plan and produce an event.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand the different types of events
  • Understand the planning process
  • Know how to organize your event
  • Understand how to organize your staff, and delegate to them effectively
  • Know what to do after the event

Types of Events

  • Awards
  • Charity
  • Conferences and Seminars
  • Holiday
  • Case Study
  • Assessment

Brainstorming

  • Determine the Event’s Purpose
  • Determine a Theme
  • Write Down & Review Ideas
  • Determine a Date
  • Case Study
  • Assessment

Types of Entertainment

  • Games
  • Activities
  • Speakers
  • Performers
  • Case Study
  • Assessment

Support Staff

  • Security
  • Valet
  • Wait Staff
  • Clean up Crew
  • Case Study
  • Assessment

Technical Staff

  • Visual Technician
  • Media Technician
  • Audio Technician
  • Specialized Equipment Technician
  • Case Study
  • Assessment

Vendors

  • Food Vendor
  • Equipment Vendor
  • Decorations and Furnishing Vendors
  • Photography/ Video Vendor
  • Case Study
  • Assessment

Finalize the Plan

  • Venue
  • Registration
  • Entertainment
  • Cuisine and Décor
  • Case Study
  • Assessment

Administrative Tasks

  • Create a Budget
  • Branding and Marketing
  • Insurance and Permits
  • Contracts
  • Case Study
  • Assessment

Get Organized

  • Form a Team
  • Timeline
  • Checklists
  • Backup Plans
  • Case Study
  • Assessment
Executive And Personal Assistants Skills

Executive and personal assistants have always played an important role in business. Their roles and responsibilities have evolved, but assistants are still vital to the profitability of any organization. Training to become an effective assistant will make you a valued employee who assists management on the road to success.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Adapt to the needs and styles of management
  • Communicate through written, verbal, and nonverbal methods
  • Improve time management skills
  • Manage meetings effectively
  • Act as a gatekeeper
  • Use the tools of the trade effectively

Working with Your Manager

  • Adapting to Their Style
  • Anticipate Their Needs
  • Getting Your Responsibilities Defined
  • When to Take the Initiative
  • Case Study
  • Assessment

Administrative Soft Skills

  • Social Intelligence
  • Basic Business Acumen
  • Office Management
  • Active Listening
  • Case Study
  • Assessment

Effective Time Management

  • Calendar Management
  • Prepare for Changes and Surprises
  • Keeping Others on Track
  • Urgent / Important Matrix
  • Case Study
  • Assessment

Meeting Management

  • Creating an Agenda
  • Keeping Minutes
  • Keeping the Meeting on Time
  • Variations for Large and Small Meetings
  • Case Study
  • Assessment

Tools of the Trade (I)

  • Email Protocol
  • Office Machinery
  • Computer and Software Skills
  • Communication Skills
  • Case Study
  • Assessment

Tools of the Trade (II)

  • Phone and Voicemail Etiquette
  • Word Processing
  • Business Writing
  • Internet Research
  • Case Study
  • Assessment

Being an Effective Gatekeeper

  • Filtering Data and Information
  • Learn to Say No
  • Dealing with Difficult People
  • Recognize the Tricks
  • Case Study
  • Assessment

Organizational Skills

  • Prioritizing Your Workload
  • Goal Setting
  • Plan for Tomorrow, Today
  • Staying on Track
  • Case Study
  • Assessment

Confidentiality Guidelines

  • Your Confidentiality Duty
  • Be Diplomatic and Discreet
  • Keeping Data Secure
  • What to Do in Sticky Situations
  • Case Study
  • Assessment
Manager Management Skills

Management is known as a form of art and a science. The key is making employees more efficient and productive while finding the correct way to do it.When preparing to manage one or a group of managers, you are preparing for them to be able to manage their own employees. Every manager is a different personality type and learns differently. But with some helpful tools and tips, you can help them become great managers that will continue to grow and succeed with their new teams.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Welcome and orientate new managers
  • Learn ways to successfully coach and mentor
  • Learn ways to measure and evaluate performance
  • How to handle complications
  • Communicate between employees and their managers

Grooming a New Manager

  • Set Specific Goals
  • Authority (What They Can and Can’t Do)
  • Create a Shared Vision
  • The More They Learn, the More Responsibility They Get
  • Case Study
  • Assessment

Coaching and Mentoring (I)

  • Writing Performance Reviews
  • Provide Clear and Timely Feedback
  • Praise in Public, Criticize in Private
  • Make Sure Your Door is Always Open
  • Case Study
  • Assessment

Coaching and Mentoring (II)

  • Offer Advice, Not the Solution
  • Create a Supportive Environment
  • Build Ownership
  • 360 Degree Feedback
  • Case Study
  • Assessment

Measuring Performance

  • Staying Within Their Budget
  • Setting Measurable Objectives
  • Skip Level Feedback
  • Collaborate on Criteria to be Evaluated
  • Case Study
  • Assessment

Motivating Managers

  • Provide the Needed Resources
  • Bonuses and Incentives
  • Give Credit for Good Work
  • Keep Them Challenged
  • Case Study
  • Assessment

Signs of Poor Management

  • Missed Deadlines
  • Team Turnover
  • Losing Customers
  • Little or No Growth
  • Case Study
  • Assessment

Trust Your Team of Managers

  • Do Not Micro-manage
  • Promote Open and Honest Communication
  • Reward Initiative
  • Trust, But Verify
  • Case Study
  • Assessment

When an Employee Complains About Their Manager

  • Keep the Information Confidential
  • Gather Information from Both Sides
  • Coach or Delegate the Solution
  • Follow-up with the Manager or Employee
  • Case Study
  • Assessment

When Do You Step In?

  • Unsafe or Dangerous Events
  • Legal Ramifications
  • Severe Financial Costs
  • Repeated Failures after Coaching Has Occurred
  • Case Study
  • Assessment
Managing Business Ethics

A company’s ethics will determine its reputation. Good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability. Developing a business ethics program takes time and effort, but doing so will do more than improve business, it will change lives.

A company’s ethics will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, competitors, etc. All of these groups will have an effect on the way a company’s ethics are developed. It is a two way street, the influence goes both ways, which makes understanding ethics a very important part of doing business today. Ethics is very important, as news can now spread faster and farther than ever before.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define and understand ethics.
  • Understand the benefits of ethics.
  • Create strategies to implement ethics at work.
  • Recognize social and business responsibility.
  • Identify ethical and unethical behavior.
  • Learn how to make ethical decisions and lead with integrity.

What is Ethics?

  • What Is Business Ethics?
  • 10 Benefits of Managing Ethics
  • Case Study
  • Assessment

Implementing Ethics in the Workplace

  • Benefits
  • Guidelines for Managing Ethics in the Workplace
  • Roles and Responsibilities
  • Case Study
  • Assessment

Employer/Employee Rights

  • Privacy Policies
  • Harassment Issues
  • Technology
  • Case Study
  • Assessment

Business & Social Responsibilities

  • Identifying Types of Responsibilities
  • Handling Conflicting Social and Business Responsibilities
  • Case Study
  • Assessment

Ethical Decisions

  • The Basics
  • Balancing Personal and Organizational Ethics
  • Common Dilemmas
  • Making Ethical Decisions
  • Overcoming Obstacles
  • Case Study
  • Assessment

Whistle Blowing

  • Criteria and Risk
  • The Process
  • When You Should “Blow the Whistle”
  •  

Managerial Ethics

  • Ethical Management
  • Identifying the Characteristics
  • Ensuring Ethical Behavior
  • Case Study
  • Assessment

Unethical Behavior

  • Recognize & Identify
  • Preventing
  • Addressing
  • Interventions
  • Case Study
  • Assessment

Ethics in Business (I)

  • Organization Basics
  • Addressing the Needs
  • Ethical Principles
  • Case Study
  • Assessment
Mastering Archive And Records Management

Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define records and archives
  • Analyze records in context
  • Classify records
  • Understand different systems
  • Maintain and convert records

Understanding Records

  • What is Records Management?
  • Defining Records
  • Archives vs. Records
  • Life Cycle
  • Case Study
  • Assessment

Management of Records

  • What Is and Is Not a Record?
  • Record Programs
  • Management of Systems
  • Developing Standards
  • Case Study
  • Assessment

Context (I)

  • Techniques for Analyzing Records
  • Collecting Information
  • Organizational Needs
  • Legal Demands
  • Case Study
  • Assessment

Context (II)

  • Routine Process
  • Creative Process
  • System Analysis
  • Records Survey
  • Case Study
  • Assessment

Classification

  • Functionality
  • Prioritize
  • Assess and Review
  • Creating Meeting Arrangements
  • Case Study
  • Assessment

Paper-Based Systems

  • Arranging and Grouping
  • Building Files
  • Elementary & Intermediate
  • Metadata
  • Case Study
  • Assessment

Electronic Records

  • Classifying
  • Folders and Directories
  • Groupings
  • Metadata
  • Case Study
  • Assessment

Hybrid Systems

  • Routine Processes
  • Creative Processes
  • Design
  • Limitations
  • Case Study
  • Assessment

Appraisals & Systems

  • Taxonomy of Values
  • Macro Appraisal
  • Strategy & Criteria
  • Document & Review Decisions
  • Case Study
  • Assessment
Mastering Contract Management

It is easy to overlook the importance of contract management because it seems to be a boring, mundane topic. Contracts, however, are the basis of most business relationships. If contracts are managed well, business relationship will flourish. If they are not, companies face financial loss, relationship harm, and damaged reputations.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Identify contract elements
  • Understand ethical contract management
  • Calculate value
  • Negotiate contracts
  • Create basic amendments

Defining Contract Management

  • What is Contract Management?
  • Contract Types
  • Contract Elements
  • Risks of Poor Contract Management
  • Case Study
  • Assessment

Legal and Ethical Contract Management

  • Contract Law (I)
  • Contract Law (II)
  • Defining Ethical Contract Management
  • Ethical Breaches
  • Case Study
  • Assessment

Contract Management Requests

  • Choosing Potential Bidders
  • RFPs and Technology
  • Calculating Value
  • Making a Choice
  • Case Study
  • Assessment

How to Create a Contract

  • Templates and Software
  • Compliance
  • Wording
  • Risks of Noncompliance
  • Case Study
  • Assessment

Contract Negotiations

  • Be Prepared
  • Prioritize Terms
  • Remain Professional
  • Execute the Contract
  • Case Study
  • Assessment

Assess Performance

  • Performance Can Be Assessed
  • Creating Metrics
  • Measuring Performance
  • Improving Performance
  • Case Study
  • Assessment

Relationships

  • Qualities of Effective Relationships
  • Relationship Pitfalls
  • Building Trust
  • Maintaining Relationships
  • Case Study
  • Assessment

Amending Contracts

  • Redlines and Strikeouts
  • Replacing Clauses
  • Describing Amendments
  • Amendment Status
  • Case Study
  • Assessment

Conducting Audits

  • Why Audit?
  • Plan
  • Establishing Procedures
  • Investigate and Report
  • Case Study
  • Assessment
Middle Manager

Traditionally, middle managers make up the largest managerial layer in an organization. Middle managers are responsible to those above them and those below them. They head a variety of departments and projects. In order for a company to operate smoothly, it is essential that those in middle management be committed to the goals of the organization and they understand how to effectively execute these goals. It is crucial for businesses to focus on these essential managers and provide them with the opportunities to succeed. No matter the organization’s structure or size, it will benefit from employing well-trained middle managers.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today.

By the end of this course, you will be able to:

  • Define management.
  • Understand ethics in the workplace.
  • Manage information and make decisions.
  • Be familiar with the control process.
  • Use organizational strategies to facilitate change.
  • Create structures and processes to manage teams.
  • Manage as a leader.

Introduction to Management

  • What is Management?
  • What Do Mangers Do?
  • What Does It Take to Be a Manager?
  • Why Does Management Matter?
  • Case Study
  • Assessment

Ethics and Social Responsibility

  • What is Ethical Workplace Behavior?
  • What is Unethical Workplace Behavior?
  • How to Make Ethical Decisions
  • What is Social Responsibility?
  • Case Study
  • Assessment

Managing Information

  • Why Information Matters
  • Strategic Importance of Information
  • Characteristics and Costs of Useful Information
  • Getting and Sharing Information
  • Case Study
  • Assessment

Decision-Making

  • What is Rational Decision-Making?
  • Steps to Rational Decision-Making
  • Limits to Rational Decision-Making
  • Improving Decision-Making
  • Case Study
  • Assessment

Control

  • Basics of Control
  • The Control Process
  • Is Control Necessary or Possible?
  • How and What to Control
  • Control Methods
  • Case Study
  • Assessment

Organizational Strategy

  • Basics of Organizational Strategy
  • Sustainable Competitive Advantage
  • Strategy-Making Process
  • Corporate, Industry, Firm Level Strategies
  • Case Study
  • Assessment

Innovation and Change

  • Organizational Innovation
  • Why Innovation Matters
  • Managing Innovation
  • Organizational Change
  • Why Change Occurs and Why it Matters
  • Managing Change
  • Case Study
  • Assessment

Organizational Structures and Process

  • Departmentalization
  • Organizational Authority
  • Job Design
  • Designing Organizational Process
  • Case Study
  • Assessment

Managing Teams

  • The Good and the Bad of Using Teams
  • Kinds of Teams
  • Work Team Characteristics
  • Enhancing Work Team Effectiveness
  • Case Study
  • Assessment
Office Politics For Managers

Office politics, or work politics, are the strategies and procedures that employees use to function and advance in a work setting. It is important for managers to learn and understand the office environment and the employees that make it tick. Since the manager interacts with several aspects of the workplace, one should learn how to effectively work with colleagues, supervisors, and upper management in order to help keep the department functioning as a whole.

To effectively deal with office politics, you must first accept the reality that they exist in every environment. Once accepted, the manager can learn the different ways to successfully manage employees as well as build the support they need to grow. By the end of this course, you should be able to:

  • Understand the purpose and benefits of office politics.
  • Set boundaries and ground rules for new employees.
  • Learn to interact and influence among colleagues.
  • Learn how to manage various personality types in the office.
  • Determine how to gain support and effectively network.
  • Recognize how you are a part of a group and how you function.

New Hires

  • Company Core Values
  • Building Relationships
  • Encourage Respect
  • Setting Ground Rules
  • Case Study
  • Assessment

It’s About Interacting and Influencing

  • Dealing with Different Personalities
  • Build a Culture of Collaboration
  • Be Nice to Everyone (Not Just Those Who Can Help You)
  • Be a Team Player
  • Case Study
  • Assessment

Dealing with Rumors, Gossip, and Half – Truths

  • Its Effects on Morale
  • Reinforce the Truth with Facts
  • Do Not Participate
  • Deal With it Swiftly
  • Case Study
  • Assessment

Office Personalities (I)

  • Complainer
  • Gossiper
  • Bully
  • Negative Ned / Nancy
  • Case Study
  • Assessment

Office Personalities (II)

  • Information Keeper
  • Know-It-All
  • The Apple – Polisher
  • Nosey Neighbor
  • Case Study
  • Assessment

Getting Support for Your Projects

  • Gain Trust Through Honesty
  • Be Assertive
  • Blow Your Own Horn
  • Make Allies
  • Case Study
  • Assessment

Conflict Resolution

  • The Importance of Forgiveness
  • Neutralizing Emotions
  • The Benefits of a Resolution
  • The Agreement Frame
  • Case Study
  • Assessment

Ethics

  • Benefits of an Ethical Environment
  • Lead by Example
  • Ensuring Ethical Behavior
  • Addressing Unethical Behavior
  • Case Study
  • Assessment

You Are Not an Island

  • Never Burn a Bridge
  • Take the High Road
  • Trust is a Two-Way Street
  • Don’t Hide in Your Office
  • Case Study
  • Assessment
Productive Administrative Support

Having effective administrative skills are essential in today’s work environment. Being organized, punctual, and effective in your communication skills, both written and verbal are crucial if you want to achieve your goals in any endeavor you pursue. Think of it. The current business environment is filled with many sources of information, and you have to take that information and analyze it, prioritize it, and process it to the extent where value is achieve for the organization. Good administrative skills reduce the risk of “things falling through the cracks.” Great administrative skills create exponential results that spot potential problems, overcome obstacles, and leverage resources effectively.

In this course, you will learn the core skills that will help you use your resources efficiently, manage your time wisely, communicate effectively, and collaborate with others skillfully. The practices presented in this module will take time to root into your daily work routine. However, making the commitment to consistently apply the concepts every day is the key to changing and adopting new behaviors in a short amount of time.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today. By the end of this course, you will be able to:

  • Getting Organized
  • Manage their time more effectively
  • Prioritize their time so they can get it all done.
  • Complete Special Tasks
  • Verbal Communication Skills
  • Non-Verbal Communication Skills
  • Empowering Yourself
  • Deal better with their managers
  • Taking Care of Yourself is a priority

Getting Organized (I)

  • Definition of Soft Skills
  • Managing Electronic Files
  • Keeping Track of the Paper Trail
  • Making the Most of Voice Mail
  • Case Study
  • Assessment

Getting Organized (II)

  • Keeping Your Workspace Organized
  • Using a To-Do Book
  • The Extra Mile: Adding Project Management Techniques to Your Toolbox
  • Case Study
  • Assessment

Managing Time

  • Managing Your Time
  • Keeping Others on Track
  • Maintaining Schedules
  • Case Study
  • Assessment

Getting It All Done On Time

  • Prioritizing
  • The Secret to Staying on Track
  • Goal Setting
  • Case Study
  • Assessment

Special Tasks

  • Planning Small Meetings
  • Planning Large Meetings
  • Organizing Travel
  • Case Study
  • Assessment

Verbal Communication Skills

  • Listening and Hearing: They Aren’t the Same
  • Asking Questions
  • Communicating with Power
  • Case Study
  • Assessment

Non-Verbal Communication Skills

  • Body Language
  • The Signals You Send to Others
  • It’s Not What You Say, It’s How You Say It
  • Case Study
  • Assessment

Empowering Yourself

  • Being Assertive
  • Resolving Conflict
  • Building Consensus
  • Making Decisions
  • Case Study
  • Assessment

The Team of Two

  • Working with Your Manager
  • Influencing Skills
  • What to Do in Sticky Situations
  • Case Study
  • Assessment
Supervising Others

Supervising others can be a tough job. Between managing your own time and projects, helping your team members solve problems and complete tasks, and helping other supervisors, your day can fill up before you know it. This course will help supervisors become more efficient. They will also become more proficient with delegating, managing time, setting goals and expectations (for themselves and others), providing feedback, resolving conflict, and administering discipline.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, participants should be able to:

  • Define requirements for particular tasks
  • Set expectations for your staff
  • Set SMART goals for yourself
  • Help your staff set SMART goals
  • Assign work and delegate appropriately
  • Provide effective, appropriate feedback to your staff
  • Manage your time more efficiently
  • Help your team resolve conflicts
  • Understand how to manage effectively in particular situations
  • Understand what a new supervisor needs to do to get started on the right path

Setting Expectations

  • Defining the Requirements
  • Identifying Harassment
  • Setting Verbal Expectations
  • Putting Expectations in Writing
  • Case Study
  • Assessment

Setting Goals

  • Understanding Cascading Goals
  • The SMART Way
  • The Three P’s
  • Helping Others Set Goals
  • Case Study
  • Assessment

Assigning Work

  • General Principles
  • The Dictatorial Approach
  • The Apple-Picking Approach
  • The Collaborative Approach
  • Case Study
  • Assessment

Degrees of Delegation

  • Level One: Complete Supervision
  • Level Two: Partial Supervision
  • Level Three: Complete Independence
  • Case Study
  • Assessment

Implementing Delegation

  • Deciding to Delegate
  • To Whom Should You Delegate?
  • Providing Instructions
  • Monitoring the Results
  • Troubleshooting Delegation
  • Case Study
  • Assessment

Providing Feedback

  • Characteristics of Good Feedback
  • Feedback Delivery Tools
  • Informal Feedback
  • Formal Feedback
  • Case Study
  • Assessment

Managing Your Time

  • The 80/20 Rule
  • Prioritizing with the Urgent-Important Matrix
  • Using a Productivity Journal
  • Using Routines and Rituals to Simplify Your Workday
  • Case Study
  • Assessment

Resolving Conflict

  • Using a Conflict Resolution Process
  • Maintaining Fairness
  • Seeking Help from Within the Team
  • Seeking Help from Outside the Team
  • Case Study
  • Assessment

Tips for Special Situations

  • What to Do If You’ve Been Promoted from Within the Team
  • What To Do If You’re Leading a Brand New Team
  • What to Do if You’re Taking on an Established Team
  • Case Study
  • Assessment
Team Building For Managers

Your organization’s people are its greatest asset, and when they work together as a team they accomplish even more. But teamwork doesn’t just happen. Teams have to be created, developed, and continuously nurtured. A solid team building strategy can create an environment of greater collaboration and collegiality, which is good not only for the bottom line for your people themselves. There are many different ways to build a team, and to continue fostering a sense of teamwork. Developing a diverse team building tool kit helps your people grow at every stage.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Discuss the benefits of team work
  • Understand the importance of intentionally fostering teamwork
  • Determine strategies your organization can take to build teams
  • Understand the benefits of games and social activities in building a team
  • Apply the principles of team building to your own organization

What Are the Benefits of Team Building?

  • Better Communication and Conflict Resolution
  • Effectiveness
  • Motivation
  • Camaraderie
  • Case Study
  • Assessment

Types of Team Building Activities

  • Games
  • Activities
  • Education
  • Social Gatherings
  • Case Study
  • Assessment

Games

  • Games for Introductions
  • Games to Build Camaraderie
  • Games for Problem-Solving
  • Games to Stimulate Interaction
  • Case Study
  • Assessment

More Team Building Games

  • Games to Build Trust
  • Games to Motivate
  • Games to Build Communication
  • Games for Conflict Resolution
  • Case Study
  • Assessment

Activities

  • Activities to Build Camaraderie
  • Activities for Idea Sharing
  • Activities to Build Trust
  • Activities to Stimulate Interaction
  • Case Study
  • Assessment

More Team Building Activities

  • Activities to Motivate
  • Activities to Improve Working Together
  • Activities to Build Communication
  • Activities for Conflict Resolution
  • Case Study
  • Assessment

Social Gatherings

  • Singing/Karaoke
  • Dinner/Potlucks
  • Physical Activities
  • Meetings
  • Case Study
  • Assessment

Common Mistakes When Team Building

  • Allowing Cliques to Develop
  • Not Delegating Tasks
  • Rewarding in Private/Criticizing in Public
  • Disjointed Plans of Grandeur
  • Case Study
  • Assessment

Formatting a Team Building Plan

  • Define the Goal
  • Consult Team Members
  • Research and Create Structure
  • Keep It Fun
  • Case Study
  • Assessment
Teamwork And Team Building

For most of us, teamwork is a part of everyday life. Whether it’s at home, in the community, or at work, we are often expected to be a functional part of a performing team. This course will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Describe the concept of a team, and its factors for success
  • Explain the four phases of the Tuckman team development model and define their characteristics
  • List the three types of teams
  • Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
  • Discuss the uses, benefits and disadvantages of various team-building activities
  • Describe several team-building activities that you can use, and in what settings
  • Follow strategies for setting and leading team meetings
  • Detail problem-solving strategies using the Six Thinking Hats model — and one consensus-building approach to solving team problems
  • List actions to do — and those to avoid — when encouraging teamwork

Defining Success

  • What is a Team?
  • An Overview of Tuckman and Jensen’s Four-Phase Model
  • Case Study
  • Assessment

Types of Teams

  • The Traditional Team
  • Self-Directed Teams
  • E-Teams
  • Case Study
  • Assessment

The First Stage of Team Development – Forming

  • Hallmarks of This Stage
  • What to Do As a Leader
  • What to Do As a Follower
  • Case Study
  • Assessment

The Second Stage of Team Development – Storming

  • The Hallmarks of This Stage
  • What to Do As a Leader
  • What to Do As a Follower
  • Case Study
  • Assessment

The Third Stage of Team Development – Norming

  • The Hallmarks of This Stage
  • What to Do As a Leader
  • What to Do As a Follower
  • Case Study
  • Assessment

The Fourth Stage of Team Development – Performing

  • Hallmarks of this Stage
  • What to Do As a Leader
  • What to Do As a Follower
  • Case Study
  • Assessment

Team Building Activities

  • The Benefits and Disadvantages
  • Team-Building Activities That Won’t Make People Cringe
  • Choosing a Location for Team-Building
  • Case Study
  • Assessment

Making the Most of Team Meetings

  • Setting the Time and the Place
  • Trying the 50-Minute Meeting
  • Using Celebrations of All Sizes
  • Case Study
  • Assessment

Solving Problems as a Team

  • The Six Thinking Hats
  • Encouraging Brainstorming
  • Building Consensus
  • Case Study
  • Assessment
Virtual Team Building And Management

Virtual teams are growing in popularity since many companies continue to grow and expand in different areas. But sometimes learning to manage a team that we can’t physically see every day can be difficult. When we learn how to manage our local teams, as well as our virtual teams, we can form a group that works together to increase productivity and provides a new perspective on any project.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Know the keys to establishing a virtual team
  • Learn how to hold effective meetings and group sessions
  • Learn effective ways to communicate with team members
  • Use tools to build trust and confidence among employees
  • Know how to handle poor performing employees
  • Know how to manage a virtual team during any project

Setting Up Your Virtual Team (I)

  • Choose Self-Motivated People with Initiative
  • Face to Face Meetings at First (Kick-off Meeting)
  • Diversity Will Add Value
  • Experienced with Technology
  • Case Study
  • Assessment

Setting Up Your Virtual Team (II)

  • Personality Can Count as Much as Skills
  • Rules of Engagement
  • Setting up Ground Rules
  • Icebreakers and Introductions
  • Case Study
  • Assessment

Virtual Team Meetings

  • Scheduling Will Always Be an Issue
  • Have a Clear Objective and Agenda
  • Solicit Additional Topics in Advance
  • Discourage Just Being a Status Report
  • Case Study
  • Assessment

Communication (I)

  • Early and Often
  • Rules of Responsiveness
  • Face to Face When Possible
  • Choose the Best Tool
  • Case Study
  • Assessment

Communication (II)

  • Be Honest and Clear
  • Stay in Constant Contact
  • Equipment Changes
  • Set Up Email Protocols
  • Case Study
  • Assessment

Building Trust

  • Trust Your Team and They Will Trust You
  • Beware of “Us vs. Them” Territorial Issues
  • Share Best Practices
  • Create a Sense of Ownership
  • Case Study
  • Assessment

Cultural Issues

  • Respect and Embrace Differences
  • Be Aware of Different Work Styles
  • Know Your Team Members Cultural Background
  • Dealing with Stereotypes
  • Case Study
  • Assessment

To Succeed With a Virtual Team

  • Set Clear Goals
  • Create Standard Operating Procedures (SOPs)
  • Build a Team Culture
  • Provide Timely Feedback
  • Case Study
  • Assessment

Dealing With Poor Team Players

  • Manage Their Results, Not Their Activities
  • Be Proactive, Not Reactive
  • Check In Often
  • Remove Them
  • Case Study
  • Assessment

Safety & Compliance (6 Courses)

Health And Wellness At Work

Health and wellness are important aspects in anyone’s life. Having employees who are happy and healthy is important in a company. Employees who are happy are more productive, and stay employed longer, with the company. Having a health and wellness program to help those employees stay healthy helps you as an employer, and the employee.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Access Health and Wellness Program Needs
  • Plan a Health and Wellness Program
  • Implement a Health and Wellness Program
  • Maintain a Health and Wellness Program

Definition of a Health and Wellness Program

  • What is a Health and Wellness Program?
  • Productivity
  • Cost of Health Care
  • Costs of Absenteeism
  • Case Study
  • Assessment

Types of Health and Wellness Programs

  • Health Behaviors
  • Health Screenings and Maintenance
  • Mental Health
  • Physical Injuries
  • Case Study
  • Assessment

Health Behavior Programs

  • Increasing Physical Activity
  • Nutrition & Weight Loss
  • Tobacco Cessation
  • Substance Abuse Treatment
  • Case Study
  • Assessment

Health Screenings and Maintenance Programs

  • Preventative Care Screenings
  • Cancer Screenings
  • Annual Examinations
  • Maintenance Programs
  • Case Study
  • Assessment

Mental Health Programs

  • Stress Management
  • Support Groups
  • Counseling
  • Awareness & Education
  • Case Study
  • Assessment

Evaluate the Need

  • Review Current and Previous Programs
  • Environmental Factors
  • Identify Common Health Conditions and Procedures
  • Review Company Information Pertaining to Employee Health
  • Case Study
  • Assessment

Planning Process

  • Form a Health and Wellness Team or Committee
  • Define Goals
  • Budget
  • Programs and Policies
  • Case Study
  • Assessment

Implementation

  • Get Management Support
  • Test It Out
  • Get the Word Out
  • Incentives
  • Case Study
  • Assessment

Create a “Culture of Wellness”

  • Accessible Healthy Eating Options
  • Give Them a Break
  • Alcohol, Drug, and Smoke-Free Work Environment
  • Eliminate Hazards
  • Case Study
  • Assessment
Safety In The Workplace

Those who are in management are responsible for protecting the safety of their employees. Workplace safety, however, is the responsibility of everyone in an organization. Companies have legal obligations to meet certain safety requirements, but many go further than the minimum obligations. Safety standards and procedures must be put in place, and everyone needs to follow the standards in order for them to be effective.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define workplace safety.
  • Understand legal responsibilities associated with a safe work environment.
  • Create a safety plan and identify hazards.
  • Recognize the role of management.
  • Develop training procedures.
  • Learn how to implement a safety plan.

An Overview

  • Work Safety and Health Legislations
  • Roles & Duties
  • Safety Planning
  • Case Study
  • Assessment

Types of Hazards

  • Computer Workstations
  • Ergonomics
  • Fire Prevention
  • Fitness & Wellness
  • Heat Stress
  • Stress
  • Violence
  • Case Study
  • Assessment

Managers Role

  • Promoting & Enforcing Safety Standards
  • Elements of a Health and Safety Program
  • Responsibilities
  • Corporate Culture
  • Case Study
  • Assessment

Training

  • Reasons for Training
  • Definition
  • Orientation
  • On the Job Training
  • Safety Meetings
  • Planning and Conducting a Training Session
  • Case Study
  • Assessment

Stress Management

  • Altering
  • Avoiding
  • Accepting
  • Relaxation Techniques
  • Using Routines to Reduce Stress
  • Case Study
  • Assessment

Workplace Violence

  • What is Workplace Violence?
  • Identifying
  • Addressing
  • Implementing a Workplace Harassment Policy
  • Case Study
  • Assessment

Identifying Your Company Hazards

  • Conducting an Inspection
  • Prioritizing Deficiencies
  • Report & Following Up
  • Case Study
  • Assessment

Drug & Alcohol Abuse

  • For Employees
  • For Managers or Supervisors
  • When to Address
  • Implementing a “No Tolerance” Rule
  • Case Study
  • Assessment

Writing the Safety Plan

  • Management Involvement
  • Responsibility
  • Employee Involvement
  • Follow Through with Accident Investigations
  • Training of Employees
  • Case Study
  • Assessment
Universal Safety Practices

The importance of safety cannot be overstated. Every organization is responsible for the safety of employees while they are working. In 2015, OSHA estimated safety problems cost companies $1 billion a week. Understanding and universal safety practices and how to implement them will help keep everyone protected while ensuring the company’s financial security.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand the importance and legal responsibilities of safety
  • Perform risks assessments
  • Establish a safety program
  • Monitor safety
  • Communicate safety policies

The Importance of Safety

  • Legal Responsibilities
  • Risks
  • Benefits
  • Setting the Example
  • Case Study
  • Assessment

Fire Risk

  • Causes and Types
  • Assessment
  • Prevention
  • Communication
  • Case Study
  • Assessment

Sound

  • Levels of Noise
  • Assessment
  • Risks
  • PPE or Environmental Changes
  • Case Study
  • Assessment

Chemical and Electrical Hazards

  • Assess Chemicals Used
  • Inform
  • Control Exposure
  • Electrical Dangers
  • Policies and Controls
  • Case Study
  • Assessment

Ergonomics

  • Common Ergonomic Related Injuries
  • Assess Risks
  • Equipment Changes
  • Keep the Distractions Away
  • Case Study
  • Assessment

Workplace Violence

  • Identify Stressors and Triggers
  • Substance Abuse
  • Report Policies
  • Training and Emergency Plans
  • Case Study
  • Assessment

Transportation

  • Assess Transportation
  • Onsite
  • Off-site
  • Policies to Prevent Injury
  • Case Study
  • Assessment

Machinery

  • Identify Machines and Their Risks
  • Establish Safeguards
  • Limit Use
  • Care and Maintenance
  • Case Study
  • Assessment

Safety Program

  • Risk Assessment
  • Establish Goals and Objectives
  • Develop Policies and Procedures
  • Training
  • Case Study
  • Assessment
Workplace Diversity

With the world becoming more mobile and diverse, diversity has taken on a new importance in the workplace. This course will help participants understand what diversity is all about, and how they can help create a more diverse world at work and at home.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Explain the definition, terms and history of diversity
  • Describe the meaning of stereotypes and biases, how they develop, and the reasons for your own perspectives
  • List strategies for removing barriers to encouraging diversity for yourself, in the workplace, and in the social community.
  • Use active listening skills to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength
  • Understand the importance of body language, both your own, and that of others, and recognize its importance in interpersonal communications
  • Identify ways to encourage diversity in the workplace, and prevent and discourage discrimination
  • Understand and respond to personal complaints, and develop a support system to manage the resolution process
  • List the steps a manager should take to record a complaint, analyze the situation, and take appropriate resolution action
  • Identify the process an organization must follow to receive and respond to a complaint, and then creating mechanisms to prevent or reduce repeat situations.

Understanding Diversity

  • Related Terms and Concepts
  • A Brief History
  • A Legal Overview
  • Case Study
  • Assessment

Understanding Stereotypes

  • Stereotypes vs. Biases
  • Identifying Your Baggage
  • Understanding What This Means
  • Case Study
  • Assessment

Breaking Down the Barriers

  • Changing Your Personal Approach
  • Encouraging Workplace Changes
  • Encouraging Social Changes
  • Case Study
  • Assessment

Verbal Communication Skills

  • Listening and Hearing; They Aren’t the Same Thing
  • Asking Questions
  • Communicating With Power
  • Case Study
  • Assessment

Non-Verbal Communication Skills

  • Body Language
  • The Signals You Send to Others
  • It’s Not What You Say, It’s How You Say It
  • Case Study
  • Assessment

Being Proactive

  • Encouraging Diversity in the Workplace
  • Preventing Discrimination
  • Ways to Discourage Discrimination
  • Case Study
  • Assessment

Coping with Discrimination

  • Identifying If You Have Been Discriminated Against
  • Methods of Reprisal
  • Choosing a Course of Action
  • Case Study
  • Assessment

Dealing with Diversity Complaints as a Person

  • What to Do If You’re Involved in a Complaint
  • Understanding Your Role
  • Creating a Support System
  • Case Study
  • Assessment

Dealing with Diversity Complaints as a Manager

  • Recording the Complaint
  • Identifying Appropriate Actions
  • Choosing a Path
  • Case Study
  • Assessment
Workplace Harassment

Welcome to the Workplace Harassment workshop. Workplace Harassment can be based on a variety of factors that differ from one person to another, such as race, sex, and disability. This course will give you the tools necessary to recognize harassment in the workplace as well understand your rights
and responsibilities under the law. It will also touch on safety in the workplace, which is in of itself a very important item in any organization.

Three main actions constitute harassment:
1. When someone is doing something to you to make you uneasy.
2. When someone is saying something to you to make you feel uneasy.
3. When someone knowingly puts your life at risk in some way.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Identify the words and actions that constitute harassment.
  • Understand what the law says about harassment.
  • Implement anti-harassment policies.
  • Educate employees and develop anti-harassment policies.
  • Discuss employer and employee’s rights and responsibilities.
  • Address accusations of harassment.
  • Apply proper mediation procedures.
  • Deal with the aftermath of harassment.

The Background

  • The Law
  • Identifying Harassment
  • Anti-Harassment Policies
  • Case Study
  • Assessment

Developing an Anti-Harassment Policy

  • An Anti-Harassment Policy: What Should Be Covered
  • How Model Policies Work
  • Steps to a Healthy Work Place
  • Educating Employees
  • Case Study
  • Assessment

Policies in the Workplace

  • Anti-Harassment Policy Statements
  • Employee’s Rights and Responsibilities
  • Case Study
  • Assessment

Proper Procedures in the Workplace

  • If You are Being Harassed
  • If You are Accused of Harassing
  • The Investigation
  • Remedies
  • Case Study
  • Assessment

False Allegations

  • How to Address the Situation
  • Confidentiality
  • Monitoring the Situation
  • Retaliation
  • Appeals
  • Case Study
  • Assessment

Other Options

  • Union Grievance Procedures
  • Mediation: Getting Help from Outside Organization
  • Case Study
  • Assessment

Sexual Harassment

  • Defining Sexual Harassment
  • Elements of Harassment
  • Common Scenarios
  • Case Study
  • Assessment

Mediation

  • What is Mediation
  • Deciding if it is Right
  • How to Implement
  • Case Study
  • Assessment

Conflict Resolution

  • How to Resolve the Situation
  • Seeing Both Sides
  • Deciding the Consequence
  • Case Study
  • Assessment
Workplace Violence

Workplace harassment is illegal and destructive to any organization. It is important to treat everyone in the workplace with respect and dignity. Workplace harassment must be identified, discouraged, and prevented in order to keep a hostile work environment from developing. Left unchecked, harassment can escalate into violence. Workplace harassment training is essential to the welfare of all businesses and their employees.

Allowing workplace harassment to continue will cause legal problems while destroying company morale. Many people are uncertain about what constitutes harassment, and they are confused when their actions are pointed out as demeaning. Legally, harassment is any word, gesture, or action that offends people or makes them feel uncomfortable or intimidated. You never know how sensitive people are, so never say or do anything if you are not sure how it will be received.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define workplace violence.
  • Understand bullies and how to avoid hiring them.
  • Create a risk assessment and understand how to handle violence.
  • Recognize social and business responsibility.
  • Develop relevant policies and procedures.
  • Learn how to investigate complaints.

What Is Workplace Harassment?

  • How to Identify
  • Costs to Your Business
  • Legal
  • Psychological
  • Case Study
  • Assessment

Identifying the Bully

  • Abusive Workplace Behaviors
  • Bullying and Personality Disorders
  • Narcissism
  • Case Study
  • Assessment

How to Handle Workplace Violence

  • Types of Behavior
  • Target the Behavior, Not the Person
  • Implement an Action Plan
  • Case Study
  • Assessment

Risk Assessment (I)

  • Understanding Anger and Aggression
  • Defusing & De-escalating Strategies
  • Communication Skills
  • Tactical Options
  • Case Study
  • Assessment

Risk Assessment (II)

  • Identifying the Hazard
  • Assessing the Risk
  • Controlling the Risk
  • Evaluating & Review
  • Case Study
  • Assessment

Being the Victim

  • What is Not Considered Bullying
  • Steps to Take
  • Case Study
  • Assessment

Checklist for Employers

  • 4 Step Process
  • Addressing All Employees
  • Code of Ethics
  • Policy and Procedures
  • Case Study
  • Assessment

Interview Process

  • Identify a Bully in the Interview Process
  • Warning Signs
  • Case Study
  • Assessment

Investigation Process

  • Advising Your Supervisor
  • Lodging the Complaint
  • Initial Response
  • The Investigation
  • The Findings
  • Review & Closure
  • Case Study
  • Assessment

Accounting & Finance (3 Courses)

Mastering Budgeting And Financial Reports

Everyday businesses deal with budgets and financial reports in some form or fashion. At minimum, business managers review budget numbers and run financial reports for decision-making and reporting to shareholders and Federal regulators once a month. Many companies devote the last few months of the calendar year to creating budgets for the next calendar year. In addition, organizations create and disseminate year-end financial reports to investors.

The goal of this course is to give you a basic understanding of budgets and financial reports so you can hold relevant discussions and render decisions based on financial data. This course will define key terms like ROI, EBIT, GAAP, and extrapolation. Furthermore, this course will discuss commonly used financial terms, financial statements, budgets, forecasting, purchasing decisions, and laws that regulate the handling of financial information.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. In this course, you are going to achieve the following learning objectives:

• Identify financial terminology
• Understand financial statements
• Identify how to analyze financial statements
• Understand budgets
• How to make budgeting easy
• Understand advanced forecasting techniques
• Understand how to manage the budget
• Identify How to make smart purchasing decisions
• Identify the legal aspects of finances

Glossary

  • What is Finance?
  • Commonly Used Terms
  • Key Players
  • Important Financial Organizations
  • Understanding GAAP
  • Case Study
  • Assessment

Understanding Financial Statements

  • Balance Sheets
  • Income Statements (AKA Profit & Loss Statements)
  • Statement of Retained Earnings
  • Statement of Cash Flows
  • Annual Reports
  • Case Study
  • Assessment

Analyzing Financial Statements (I)

  • Income Ratios
  • Profitability Ratios
  • Liquidity Ratios
  • Working Capital Ratios
  • Bankruptcy Ratios
  • Case Study
  • Assessment

Analyzing Financial Statements (II)

  • Long-Term Analysis Ratios
  • Coverage Ratios
  • Leverage Ratios
  • Calculating Return on Investment (ROI)
  • Case Study
  • Assessment

Understanding Budgets

  • Common Types of Budgets
  • What Information do I Need?
  • Who Should Be Involved?
  • What Should a Budget Look Like?
  • Case Study
  • Assessment

Budgeting Made Easy

  • Factoring in Historical Data
  • Gathering Related Information
  • Adjusting for Special Circumstances
  • Putting It All Together
  • Computer Based Methods
  • Case Study
  • Assessment

Organizing Your Binder

  • Using the Average
  • Regression Analysis
  • Extrapolation
  • Formal Financial Models
  • Case Study
  • Assessment

Managing the Budget

  • How to Tell If You’re on Track
  • Should Your Budget be Updated
  • Keeping a Diary of Lessons Learned
  • When to Panic
  • Case Study
  • Assessment

Share Office Procedure Guide

  • 10 Questions You Must Ask
  • Determining the Payback Period
  • Deciding Whether to Lease or Buy
  • Thinking Outside the Box
  • Case Study
  • Assessment
The Principles Of Effective Bookkeeping

Numbers! Numbers! Numbers! Wherever you go, you are bound to see them. On addresses, license plates, phones, prices, and of course, money! Numbers connect us all to each other in many more ways than we might imagine. Essentially, our world revolves around numbers. Some of us enjoy dealing with numbers while others may have a fear of them, or even a phobia. For those of you who have already recognized and appreciate the impact that numbers actually have on just about everything, you deserve a cookie.

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Understand basic accounting terminology.
  • Identify the differences between the cash and accrual accounting methods.
  • Keep track of your business by becoming familiar with accounts payable and accounts receivable.
  • Use a journal and general ledger to document business financial’s.
  • Utilize the balance sheet.
  • Identify different types of financial statements.
  • Uncover the reasons for and actually create a budget.
  • Be familiar with internal and external auditing.

Basic Terminology (I)

  • Balance Sheet
  • Assets
  • Liabilities
  • Equity
  • Income Statement
  • Revenue
  • Cost of Goods Sold
  • Expenses
  • Accounting Period
  • Case Study
  • Assessment

Basic Terminology (II)

  • Accounts Receivable
  • Accounts Payable
  • Depreciation
  • General Ledger
  • Interest
  • Inventory
  • Journals
  • Payroll
  • Trial Balance
  • Case Study
  • Assessment

Accounting Methods

  • Cash Method
  • Accrual Method
  • Differences between Cash and Accrual
  • Case Study
  • Assessment

Keeping Track of Your Business

  • Accounts Payable
  • Accounts Receivable
  • The Journal
  • The General Ledger
  • Cash Management
  • Case Study
  • Assessment

Understanding the Balance Sheet

  • The Accounting Equation
  • Double-Entry Accounting
  • Case Study
  • Assessment

Other Financial Statements

  • Income Statement
  • Cash Flow Statement
  • Capital Statement
  • Budget vs. Actual
  • Case Study
  • Assessment

Payroll Accounting / Terminology

  • Gross Wages
  • Net Wages
  • Employee Tax Withholding’s
  • Employer Tax Expenses
  • Salary Deferrals
  • Employee Payroll
  • Employee Benefits
  • Tracking Accrued Leave
  • Government Payroll Returns/Reports
  • Case Study
  • Assessment

End of Period Procedures

  • Depreciating Your Assets
  • Reconciling Cash
  • Reconciling Investments
  • Working with the Trial Balance
  • Bad Debt
  • Posting Adjustments and Corrections
  • Case Study
  • Assessment

Financial Planning, Budgeting and Control

  • Reasons for Budgeting
  • Creating a Budget
  • Comparing Budget to Actual Expenses
  • Case Study
  • Assessment
The Skill Of Managing Personal Finances

For many people, finances are an unsolvable Rubik’s cube filled with anxiety. There are millions of Americans who live with the shackles of debt each day. We don’t teach children when they are young the value of a good credit score. Many people have a hard time formatting and sticking to a budget. You can easily solve the finance puzzle with a little hard work, self-control, and the right tools. Today is a new day; you are taking the first steps to reclaiming your financial freedom.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Understand your personal expenses
  • Know the benefits of making a budget
  • Set financial goals
  • Develop good spending habits
  • Learn how to pay off debt
  • Learn how to effectively make a budget

The Benefits of Budgeting

  • Getting Rid of Debt
  • Generating Savings
  • Reducing Stress and Anxiety
  • Lessening Family Conflicts
  • Case Study
  • Assessment

Recognizing Symptoms in Others

  • Understand Your Income
  • Determine a Budget Duration
  • Determine Expenses
  • Track What’s Being Spent
  • Case Study
  • Assessment

Types of Fixed Personal Expenses

  • Utility Bills
  • Housing Bills
  • Transportation
  • Debt Payments
  • Case Study
  • Assessment

Types of Fluctuating Personal Expenses

  • Personal Care
  • Non-Fixed Transportation Costs
  • Entertainment
  • Eating Out
  • Case Study
  • Assessment

Establish Your Goals

  • Short Term vs Long Term
  • Be Realistic
  • Actually Get Rid of Debt
  • Save for the Future
  • Case Study
  • Assessment

Determine Where Cuts Can Be Made

  • Cut Bad Habits
  • Decrease Transportation Costs
  • Reduce Utility Bills
  • Decrease Entertainment Expenses
  • Case Study
  • Assessment

Tools

  • Software
  • Phone Applications
  • The Envelope System
  • Expenditure Notebook
  • Case Study
  • Assessment

Stick With Your Budget

  • Use Cash for Weekly Allowance
  • Accountability to Family or Friends
  • Set Up a Different Account for Savings
  • Remind Self of Benefit to Sticking with Budget
  • Case Study
  • Assessment

Additional Ways to Make Money

  • Make and Sell Items
  • Sell Unused Items
  • Small Part-Time Job
  • Recycle for Money
  • Case Study
  • Assessment

IT & Technology (2 Courses)

Introduction To Cyber Security

Every organization is responsible for ensuring cyber security. The ability to protect its information systems from impairment or even theft is essential to success. Implementing effective security measures will not only offer liability protection; it will also increase efficiency and productivity.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand different types of malware and security breaches
  • Know the types of cyber attacks to look out for
  • Develop effective prevention methods

Cyber security Fundamentals

  • What is Cyberspace?
  • What is Cyber Security?
  • Why is Cyber Security Important?
  • What is a Hacker?
  • Case Study
  • Assessment

Types of Malware

  • Worms
  • Viruses
  • Spyware
  • Trojans
  • Case Study
  • Assessment

Cyber Security Breaches

  • Phishing
  • Identity Theft
  • Harassment
  • Cyber Stalking
  • Case Study
  • Assessment
  • Types of Cyber Attacks
  • Password Attacks
  • Denial of Service Attacks
  • Passive Attack
  • Penetration Testing
  • Case Study
  • Assessment

Prevention Tips

  • Craft a Strong Password
  • Two-Step Verification
  • Download Attachments with Care
  • Question Legitimacy of Websites
  • Case Study
  • Assessment

Mobile Protection

  • No Credit Card Numbers
  • Place Lock on Phone
  • Don’t Save Passwords
  • No Personalized Contacts Listed
  • Case Study
  • Assessment

Social Network Security

  • Don’t Reveal Location
  • Keep Birthdate Hidden
  • Have Private Profile
  • Don’t Link Accounts
  • Case Study
  • Assessment

Prevention Software

  • Firewalls
  • Virtual Private Networks
  • Anti-Virus & Anti-Spyware
  • Routine Updates
  • Case Study
  • Assessment

Critical Cyber Threats

  • Critical Cyber Threats
  • Cyber Terrorism
  • Cyber Warfare
  • Cyber Espionage
  • Case Study
  • Assessment
The Cloud And Business

The cloud has become a vital component for business as technology becomes embedded in modern life. Every leader needs to understand the cloud and how it operates, as well as the potential dangers and pitfalls associated with cloud computing. Knowledgeable monitoring and maintenance can be the difference between the success and failure of the technology’s use.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Understand what the cloud is
  • Recognize risks and benefits
  • Communicate effectively
  • Employ business processes
  • Monitor performance

The Cloud

  • History
  • Current Uses
  • Trends
  • Case Study
  • Assessment

Models for Business

  • Software as a Service
  • Platform as a Service
  • Infrastructure as a Service
  • Other Options
  • Case Study
  • Assessment

Advantages

  • Data Center Finances
  • Labor Finances
  • Productivity
  • Ease of Use
  • Case Study
  • Assessment

Address Risks

  • Assessment
  • Prioritize Concerns
  • Address Risks
  • Focus on Success
  • Case Study
  • Assessment

Security

  • Understand Weaknesses
  • Breaches
  • Identity Management
  • Strategies
  • Case Study
  • Assessment

Device Management

  • Devices that Can Connect
  • Desktops
  • Benefits
  • Monitoring
  • Case Study
  • Assessment

Service Oriented Architecture

  • Definition
  • With the Cloud
  • Services
  • Benefits to the Business
  • Case Study
  • Assessment

Business Processes

  • Scale Applications
  • Web-based
  • Examples
  • Predictions
  • Case Study
  • Assessment

Standards

  • Best Practices
  • Organizational Standards
  • Standards in the Cloud
  • Interoperability and Integration
  • Case Study
  • Assessment