Are You Profiling Me?
The cost of turnover has been said to be ten times the annual salary of the vacant position. Job profiling allows organizations to take the guesswork out of hiring. Benchmarking a position and then developing candidate-specific, behavior-based interviewing questions assists managers in hiring for the best fit. This session examines how jobs can be profiled and candidates evaluated.
Business Writing Today
Texting and tweeting – our newest forms of written communication – make even email, which has only been around since the 80’s, seem a little outdated! The good news is that more of us are communicating through the written word more often and in more formats than ever before. The bad news – in the professional world – is that we often trade clear, effective communication that is understood by all, for speed and brevity. The ability to express ourselves in writing is one of the most valued skills in today’s workplace. How do we ensure that we continue to communicate so that others understand our meaning, no matter what method – electronic or otherwise – we are using? This session focuses on how to write, edit and proofread effective business communications simply, clearly and logically. You will learn and practice a simple method for organizing your thoughts prior to writing. Email guidelines and other tips, techniques and easy reference guides are included. Examples and tools help you avoid the most common grammar, punctuation, word usage and spelling errors. In this session, you will get the answers to your writing questions and leave with an improved ability to communicate with others using the written word.
Change Resiliency: Mastering Transition at Home and at Work
In many workplaces today, the only constant is change. And this means that change resiliency – the ability to respond quickly and move forward during times of change – is an ever-more important professional skill. In this seminar participants will learn a model that provides an understanding of how personal, professional and organizational change affects us. This practical and highly interactive seminar explores our natural responses to change and provides a roadmap for understanding and practicing the skills necessary to help ourselves and others move successfully through transitions. Participants will discover how to:
- Approach change with a more flexible mindset.
- Recognize the stages of a transition and how to move through them.
- Create successful strategies for navigating uncharted waters and taking risks
The Creative Trainer: Techniques to Transform Your Training
In this highly participatory seminar you will learn how to develop and deliver effective training sessions. You will understand the principles of adult learning and communication styles and patterns that contribute to effective training. Techniques for beginning and ending training sessions, ways to encourage participation, and group facilitation skills will be taught. You will learn ways to illustrate learning lessons in memorable and creative ways. You will leave this seminar with an increased ability to make your training Audience-Centered, Interactive, Experiential, Visual, and Engaging,
Delighting Your Customers
The first point of contact can make or break your company’s reputation. A bad experience can result in the person telling ten other people about the poor interaction. This session explores ways to improve customer service interactions. Keys to successful phone interactions, written correspondence, e-mail communication and interpersonal contacts will all be examined. This session will help you to capitalize on your customer contacts leaving your customers delighted and wanting more of your services and products.
Delivering Leading Edge Customer Service
Today it doesn’t matter who you work for – private industry, non-profit, government, or academia – all of us are striving to stay competitive by providing the best service possible to our customers. This session helps you evaluate your existing internal and external customer service standards, as well as providing you with information on dealing with difficult questions and situations in your interactions with your customers. Effective telephone skills will be covered, as well as techniques for diffusing tense situations. You will learn the L.E.A.D.S. method of handling customer inquiries and complaints, as well as the Ten Phenomenal Phrases that will help you deliver leading edge customer service every time. A special benefit for customer service teams is that you will have an opportunity to develop and commit to your own customer service Credo, from which you can build your service strategy. Video: Give ‘Em the Pickle!
Developing Good Judgment
Most of us don’t like being micromanaged – we usually feel we will do our best with no one looking over our shoulder. We like to be told what end product or service is required and then be left alone to work our magic…with some back up, help or additional resources should we need them. How can we build the skills and confidence – and achieve the kind of results – that lead our supervisors and others to believe we can work independently and exercise good judgment? In this seminar, participants will learn ways to develop their thinking and decision-making skills, understand when and how to seek guidance from their supervisors, and prioritize work effectively so as to ensure that important deadlines are met.
E-mail and Telephone Etiquette
Today’s workplace seems to have changed so much from the times when people spoke and wrote to each other with manners and etiquette foremost in their minds. Efficiency, multi-tasking and quick response time are what we usually have as our goals these days. So the questions we now find ourselves asking at work sound like this:
- “How much do formality, manners and etiquette really matter when using today’s technology to communicate?”
- “Do I really need to spell out by the way?”
- “Isn’t it just a waste of time to start my emails with Dear Mr. Jones, or end with Sincerely yours?”
- “Do I really need to take the time to call – can’t I just text?”
- “Must I answer a voice mail with a return call?”
This seminar will answer these questions and more, as well as provide in-depth information and practice on topics such as:
- When to text, email, fax, write a letter (yes, people still do write letters!), place a call, and leave a voice mail message.
- Ways to plan your document before writing or plan your call before picking up the telephone.
- The importance of considering your reader or listener and your purpose for communicating.
- How to recognize and avoid common pitfalls in spelling, grammar and punctuation. (Spell check doesn’t catch everything!)
- Review and practice the basics of business composition, including sentence structure, concise and powerful word content, and the elimination of clichés and jargon.
- Tips on how to improve your ability to proofread and catch your own mistakes.
- How to speak and write clearly and concisely.
Gain The Professional Edge by attending this highly interactive seminar to learn and practice the communication standards required for today’s workplace.
How to Conduct a Successful Meeting or Training Session Using Long-Distance Technology
As technology improves and budgets decrease, more training programs and meetings are being held long-distance through interactive technology such as webinars, video-conferencing, Skype, and other means. These meetings and training sessions can be frustrating for all when they are not conducted skillfully.
If you are interested in learning how to facilitate long-distance meetings or training, this highly interactive seminar (taught when possible over a video-conference type of system) will help you improve your skills. You will learn:
- How to develop effective content for a long-distance program
- How to prepare for a long-distance meeting or training session
- The best supporting tools and how to use them
- How to develop an effective on-camera presence
- What can and cannot be done when you have participants in remote locations
- How to start and end a long-distance program
- How to engage participants at remote locations and maximize the effectiveness of the group experience
- How to manage interactions and keep track of participant responses
We have several instructors who have extensive experience conducting long-distance training and running meetings where participants are in remote locations. The instructor for the seminar will demonstrate techniques, provide useful tips, and answer questions relating to your real-life experiences and concerns. Depending on class size, you will have an opportunity to practice skills during the program.
How to Improve Your Financial Life
Mounting financial pressures cause problems at home and high levels of stress that may cause loss of productivity at work. Money philosophy, the trends toward debt and away from saving, and the effect of the consumer-oriented culture will be discussed. In this interactive, hands-on seminar, participants gain a working knowledge of basic financial concepts and use tools to help improve personal money management. You will learn the components of a healthy financial plan and develop clear financial goals tailored to your personal situation. From a snapshot of your spending and saving habits, you will create a monthly budget and a personalized plan to reduce debt.
Improving Your Facilitation Skills
Managers are called upon to use facilitation skills in many situations – from helping two employees resolve a conflict, to group problem solving, to running a strategic planning session. In this seminar you will learn and practice facilitation skills that will enable you to manage difficult meeting participants, capture important information, solicit information and ideas, avoid Group Think and foster creativity in the group setting. You will hear tips and techniques for fostering group participation, for keeping participants on track, and for resolving issues through consensus-building. Information will be provided on how to facilitate strategic-planning, brainstorming, problem-solving, and process-improvement sessions.
It’s Not You It’s Me
This session focuses on helping participants maximize their potential and encourages striving for the optimum level of performance. Ways to foster accountability are discussed, and we examine processes to promote taking responsibility by every employee to invigorate the culture of your organization.
Managing Stress: Identifying and Changing Unproductive Beliefs and Habits
Today’s workplace and home life are faster paced than ever before, leaving many of us stressed out and wondering when things will ever slow down and stop changing. Our organizations are said to be in the “permanent whitewater” of change. In this session you will learn how your own belief system may be causing you to feel stressed and to resist change. You will also learn how to identify and modify attitudes and behaviors that may be contributing to the amount of stress in your own life. You will understand how to master or let go of stressful events and learn your own stress-management style. You will be given an opportunity to discover how to live the “Less Stress” life and how to cope with the inevitable stresses and changes that will come along in the future.
Media Training: How to Conduct Successful Media Interviews
This highly participatory seminar provides attendees with the knowledge, skills, tips and tools to handle interviews and questions from the media. Although most employees are not public relations or media specialists, it is possible to be approached for information by the media at anytime. This seminar will help you be prepared for both formal and informal media situations. By attending this seminar, participants will learn important information about the media as an industry, and learn how to prepare for a media interview, including an effective tool for organizing thoughts in advance. Also covered: “do’s and don’ts” of body language when being interviewed and how to provide effective “sound bites” and quotes. Participants will practice conducting a successful media interview, and receive feedback for improvement.
Powerful Presentation Skills
According to surveys, the number one fear people have is not death or being audited by the IRS – it is the fear of public speaking! Although many people possess expertise and knowledge in their fields, they often cannot communicate that information clearly, concisely and confidently. This highly participatory seminar will teach you skills that will enable you to communicate with confidence. This seminar starts you where you are, and in a positive way teaches you how to communicate more effectively both one-on-one and in a group setting. In a relaxed, supportive atmosphere you will learn techniques that will help you organize your thoughts, control stage fright and speak well under pressure.
The Professional Edge
What qualities set one employee apart from another? Many factors are involved, but experts agree that individuals who know how to handle themselves, how to present themselves confidently and credibly, and how to professionally deal with others, have an edge. This session is designed to provide you with the knowledge, skills, tips and tools to portray confidence, competence and credibility. You will learn how to put your best foot forward, how to connect with others and be given guidelines for professional etiquette, both in meetings and one-on-one.
Sales and Negotiations
Learn to recognize the need for different strategies depending on the customer or client with which you want to work. Many different negotiating strategies and tactics exist that can be used when closing deals. Through interactive exercises, these tactics will be experienced to achieve your strategy. Participants learn how to work towards achieving the win-win. They will also look at different models to use to create more effective interactions with new and old customers. This session will help identify and capitalize on the strengths and weaknesses of both your company and competitors’ positions. You will leave this session with a variety of tools and techniques to improve your selling and negotiating abilities.
Sink or Swim: Welcoming Your New Employees
Do you throw your new employees in the deep end without a life vest, or do you have processes in place to bring your new hires up to speed? So many organizations fail to recognize the importance of introducing new employees into the culture – this session explores approaches to integrating your new team members – learn the various practices to ensure your new hires thrive.
Taking Charge of Your Career: Career Transition and Management
Rapid change in our organizations and in technology means that we have to pay more attention than ever before to our own careers. This session teaches “Career Self-Reliance” – how to plan and manage your own career. You will look at your own strengths and development areas and design learning goals based on your own short and long-term career objectives. You will be encouraged to look outside the box for career options that might exist or could be created within your organization. Strategies will be discussed and practiced for getting what you need to succeed from supervisors, mentors and peers and from developing your internal and external networks. You will learn how to satisfy your own goals and obtain the best results for your organization.
Do you feel that non-essentials eat up your prime time? Do you reply, “swamped” or “up to my ears in alligators” when people ask, “How are you doing?” Are you always busy but never seem to get anything done? Then give yourself a break and attend this session, which will help you refocus on and find time for your priorities. You will learn how to use the time you have both more efficiently and effectively. In this session you will plan the future using your mission, vision and goals, learn how to prioritize your activities, how to recognize “time bandits”, how and when to say “no”, when to delegate and when to relegate. You will leave with an Action Plan you can immediately implement to put you back in control of your time and your life.
Understanding Yourself and Others Using the MBTI
As our workplaces become more diverse, and as we are asked to interact more and more frequently with coworkers, teams, customers, vendors, regulators and others, it becomes ever more important to excel at getting along well with all types of individuals. The first step is in understanding yourself and your own preferences and style, and the second step is in understanding the styles and preferences of others. The MBTI is the most widely used personality assessment instrument, and is invaluable in helping people improve their ability to communicate, to lead and to motivate their teams. This session provides an interactive and humorous environment for learning about yourself and others.
Who Hired That Guy
Learn how to hire effectively while avoiding legal pitfalls. Examine a methodology to scrutinize and analyze candidate applications to become more aware of what to look for when reviewing them. Discuss effective interviewing techniques. Review the dos and don’ts of interviewing. Learn the importance of selling your organization to the candidates. Discuss reference checking and strategies to get the real scoop on a candidate. Participants will walk away with a comprehensive process for recruiting.