Vendor Delivered Course Descriptions

Training

Vendor Delivered Course Descriptions

The Priority Manager Workshop

Brief Description:

The Priority Manager; program helps the participant develop key Planning, Organizing and Time Management competencies to gain control of the many aspects of a demanding workload. Lean how to plan your day, communicate effectively, recall important details of conversations and to delegate and follow-up.

Terminal Objectives:

By the end of the workshop and follow-up personal coaching session, each participant will be able to:

Identify and eliminate their "Productivity Pirates".
Communicate and follow-up more effectively.
Integrate long term, intermediate and daily planning and end each business day with a prioritized plan of action for the next business day.
Handle interruptions.
Work from a clean desk.

Target Audience:

Managers, supervisors, administrative assistants, project leaders and technical professionals who would like to work more productively and reduce work related stress.

Length:

Five and one-half hours. (Four and one-half hours plus one hour for the follow-up personal coaching session.)

Required Materials and Equipment:

A training room with slide projector, screen and two flip charts.

Managing Challenging Employees - Coaching and Counseling Skills for Managers and Supervisors

Brief Description:

This intensive, hands-on seminar, designed for managers, supervisors, and team leaders, emphasizes the knowledge, skills and abilities necessary to effectively lead today's workforce. Participants will enhance their ability to LEAD, coach and counsel employees for improved work performance, and positively influence motivation and morale.

Terminal Objectives:

Upon completion of this session, participants will be able to:

Understand the difference between coaching and counseling
Determine when coaching and or counseling may be needed
Use the FACE-TO-FACE Model for more successful coaching
Better manage problem employees
Use a Work Improvement Plan for performance success

Target Audience:

Managers, Supervisors, Team Leaders

Length Of Seminar:

2 days

Required Materials And Equipment:

None

Transformational Leadership, Power and Influence

Brief Description:

This intensive leadership development seminar emphasizes the requirements for becoming a more effective transformational leader. You will learn the primary characteristics of the transformational leader and set specific leadership goals to enhance performance in the business, team, interpersonal and personal dimensions of the INTEGRATED DEVELOPMENT SYSTEM (IDS) model.

Terminal Objectives:

As a result of attending this seminar you will:

Understand how transformational leadership, power, and influence contribute to organizational successes, especially in supporting change, team facilitation, critical thinking, conflict resolution, customer servicing, and quality applications.
Increase competencies in leadership activities
Define the characteristics of the transformational leader, differentiating between leadership and management
Develop transformational leadership vision focus and supporting icons for communicating more assertively
Identify elements and sources of personal power

Target Audience:

Managers, Supervisors, Team Leaders

Length Of Seminar:

2 days

Required Materials And Equipment:

None

Approaches to Team Development

Brief Description:

This seminar addresses the major elements for helping teams and team members to function at their best. Seminar topics include teams and how they work, how to develop teams, setting operational norms, defining expected outcomes and team facilitation skills.

Terminal Objectives:

As a result of attending this intensive skill development seminar, participants will be able to:

Establish more effective teams
Provide clearer guidance for teamwork
Transfer team development skills to work environments
Apply conflict management skills based on CARING COMPETENCIES to teamwork
Model more effective teamwork skills
Define and clarify team member roles

Target Audience:

This seminar is ideally suited for managers, supervisors, and team leaders - those persons responsible for assigning employees to teams.

Length Of Seminar:

2 days

Required Materials And Equipment:

None

Customer Service

Brief Description:

Organizations are increasingly concerned about the quality of CUSTOMER SERVICE. Once confined to retail businesses, CUSTOMER SERVICE currently includes all organizations. This skill-based seminar provides attendees with valuable insight and techniques to significantly balance the delivery of CUSTOMER SERVICE.

Terminal Objectives:

Identify the basics of good customer service
Assess current skills in dealing with the public in direct contacts and by telephone
Understand the concept of internal and external customers
Practice effective communication skills to respond to complaints, suggestions, and requests in a knowledgeable, clear and polite manner
Learn CARING COMPETENCIES for applications to customer service

Target Audience:

All employees involved in delivering direct contact service to external and internal customers

Length Of Seminar:

1 day

Required Materials And Equipment:

None

Communications 600 Advanced Skills for Relationship Building

Brief Description:

A seminar to enhance interpersonal relationships. This intensive seminar emphasizes communication skills designed to enhance positive influence and outcomes. You will gain knowledge that will be helpful to you in achieving communication success. With emphasis on the value of OPEN COMMUNICATION, this seminar emphasizes positive, honest, expeditious, open, and constructive skill application through the process of GIVING VOICE to communication and understanding the skills in organizational politics embracing the Integrated Development Systems model, you will gain skill in business, team, and interpersonal effectiveness.

Terminal Objectives:

Apply techniques of "word crafting" and "refraining" for positive outcomes, especially when asking for ideas, opinions, and suggestions and moving through tension
Complete the Interpersonal Influence Inventory and understand the differences between assertive, passive, concealed aggressive, and open aggressive communications styles and the consequences of each
Apply the skills of "constructive commenting" in delivering and receiving criticism, and developing quality initiatives
Use the "revisit-update" approach for relationship building and follow-up
Understand the relationship of conflict management to work success, especially productivity and customer service

Target Audience:

All employees

Length Of Seminar:

2 days

Required Materials And Equipment:

None

Workforce Diversity-Leadership Skills for the 21^st Century

Brief Description:

All aspects of the work environment are becoming more and more diverse, to include communication styles, problem solving approaches, and productivity measures. Workforce diversity refers to respecting differences which exist between and among us due to our respective inherited qualifies and life experiences. Valuing diversity requires the collective creation of a workplace climate that allows each person to contribute to the fullest extent his/her abilities. Thus, the leader's role requires a higher degree of interactive skills associated with workforce diversity.

NOTE: The major leadership communication skill base emphasizes CARING COMPETENCIES, wordcrafting in such a way that relationships are significantly enhanced.

Terminal Objectives:

As a result of attending the intensive leadership development seminar, participants will be able to:

Increase their knowledge and practice of valuing diversity based on AWARENESS-CHOICE-CHANGE Model
Understand the impact of workforce diversity on their success in building positive working relationships
Examine current workforce trends that impact diversity
Enhance their communication effectiveness and sensitivity around issues related to gender, race, ethnicity, and individual perspectives. (Participants will know exactly what sexism, racism, and other "ism's" are beyond race and gender, and learn specific skills for moving through tensions associated with these "ism's.")
Discuss specific terms and definitions recommended for creating more cultural understanding

Target Audience:

Employees at every level who desire to more effectively understand and value the diversity within the current and future workplace.

Length Of Seminar:

1 day

Required Materials And Equipment:

None

Telephone Techniques

Brief Description:

One of the major aspects for delivering excellent customer service requires solid competencies in TELEPHONE techniques. This skill-based seminar provides attendees with valuable techniques designed to enhance more effective applications of telephone practices. In addition, attendees will be able to apply these techniques to training others.

Terminal Objectives:

Assess current skills in telephone applications
Identify the 5 basic rules of telephone responsiveness
Differentiate between internal and external telephone customers and when to apply flexibility
Practice effective telephone communication skills (CARING COMPETENCIES) for responding to complaints, accents, suggestions, requests, and particularly irate customers in a knowledgeable, clear and polite manner
Learn how to use the telephone as a problem-solving tool

Target Audience:

All employees, regardless of grade, position or function who regularly provide some form of service to customers by use of the telephone

Length Of Seminar:

1 day

Required Material And Equipment:

None

Coaching and Counseling

Brief Description:

Coaching is the face to face process designed to help an employee analyze and improve their job-related performance or behavior.

Counseling is the face to face process designed to determine the degree to which the individual is aware of their unsatisfactory or unacceptable performance or behavior; that they are also aware of their job related choices, changes and consequences. This course is a virtual reality course in that it will experientially address real time on-going case studies.

Terminal Objectives:

As a result of attending this intensive two-day professional development seminar, you will be able to apply integrated development strategy of coaching and counseling.

Upon completion of this session you will:

Understand the difference between coaching and counseling
Determine when coaching and counseling may be needed to support the change process
Use the FACE-TO-FACE model for more successful coaching, conflict management and for facilitating problem solving
Address "attitudes" and "feelings"
Improve customer servicing

Target Audience:

Managers, Supervisors, Team Leaders

Length Of Seminar:

2 days

Required Materials And Equipment:

None

Report Writing for Technical Professionals

Brief Description:

This course is designed to develop writing efficiency for employees in technical fields. It emphasizes report organization; a knowledge of a variety of report formats; the creation and function of clear technical definitions; the placement of visuals within the text; and the ability to write readable, concise, clear sentences.

Terminal Objectives:

At the end of the workshop, participants will be able to:

Define and use the sections of a formal technical report as a guide to organization and to incorporate other report formats--investigation, progress, incident, and feasibility--into that design.

Write coherent, extended technical definitions of words and phrases that may be unfamiliar to their reading audiences.

Write a variety of technical descriptions--instructions, process descriptions, and specifications for products--using charts, graphs, and visuals, where necessary.

Edit sentence elements efficiently by recognizing major blocks to clarity--passive voice, smothered verbs, indirect command form, wordy constructions, lack of parallel structure and list formats.

Complete the process (in groups) of organizing, writing, and editing a formal technical report, including charts, graphs, headings, summaries, conclusions, recommendations, and appendices.

Target Audience:

Any state employee in a technical field whose duties include writing or editing reports of any length to colleagues, management, or the general public. These reports may be formal or be written in letter of memo format. Participants might also include technical editors who may or may not have a technical background.

Length Of Seminar:

(Days): 2 (Hours): 13

Required Materials And Equipment:

Easel, flip chart, and overhead to be provided by the contracting entity.
Manuals, text, handouts, and overheads to be provided by the instructor.

Mobilizing Innovation and Change

Brief Description:

Develop the ability to expand your creative thinking to innovate and explore new ideas and then systematically evaluate the risks involved before implementing change. Expand your ability to visualize tomorrow's improvement today.

Terminal Objectives:

At the end of a two-day workshop, participants will be able to:

Master the fact finding ability that will improve defining key issues
Use creative things in developing innovative solutions
Apply the creative process to changing demands
Examine the potential risk involved and be prepared to work toward successful outcome
Apply the process to encourage organizational success

Target Audience:

Individuals who are looking to provide new insight, new direction, and new solutions to old, "we do it this way" problem and situations.

Length Of Seminar:

(Days) 2 days (Hours) 13 hours

Required Materials And Equipment:

Easel, overhead projector arrangement to be made with contracting agency.
Participant workbooks to be provided.

Managing People and Tasks

Brief Description:

Managing people and tasks requires the skills of planning, decision making, organizing, leading and conflict management. Employee and teams who are empowered to function more as problem solvers, today, require these same skills.

Terminal Objectives:

Develop the ability to determine tasks, set goals through planning
Identify the course of action, its effects as part of the decision process
Be able to organize to achieve results
Be able to guide and direct others
Be able to resolve conflict constructively

Target Audience:

Experienced employees, team members who want to improve their skills and/or learn new skills.

Length Of Seminar:

(Days) 2 days (Hours) 13 hours

Required Materials And Equipment:

Easel, overhead projector arrangement to be made with contracting agency.
Participant workbooks will be provided.

Communicating

Brief Description:

Communicating back and forth is a process of reaching a joint decision. Whatever you say or write may not always be understood. It is important that you use concise and clear methods in moving information.

Terminal Objectives:

Recognize problems of person to person communication
Understand the importance of listening and understanding others
Present information that is clear and concise
Provide written information that is understood and is usable

Target Audience:

For all those working with others who want to be understood.

Length Of Seminar:

(Days) 1 day (Hours) 6½ hours

Required Materials And Equipment:

Easel, overhead projector arrangement to be made with contracting agency.
Participant workbooks will be provided.

Process Profiling & Mapping

Brief Description:

This program provides participants with hands-on experience in creating a variety of flowcharts, inventories and profiles. It introduces participants to several methods that can be used to create the flowcharts along with the advantages and disadvantages of each method. Real life flowcharting challenges are discussed and helpful hints are provided.

Terminal Objectives:

At the end of this session, participants will be able to:

Describe the components and performance dimensions of a process.
Describe three methods for mapping a process and list the pros and cons of each method.
Demonstrate the ability to develop a process inventory, system diagram, basic flowchart, and process map.
Demonstrate the ability to create a process profile.

Target Audience:

Individuals at any job level who are responsible for establishing process management, improving work processes or documenting work processes. This class is ideal for existing work teams, process improvement teams or quality facilitators as they can create a real flowchart of a process for which they are responsible back in the workplace. The ideal class size is 10-15 people.

Length Of Seminar:

1 Day 6.5 Hours

Required Materials And Equipment:

To be provided by contracting entity:

Overhead projector and screen
2-4 easels with flip chart paper or combination of easels and white board (i.e., one easel for each small group)

To be provided by instructor:

Roll of butcher paper
Adhesive notes (e.g., Post-it NotesÔ )
Markers

Brief Description:

MP presents the planning universe, introduces attendees to the types of planning, and why we plan. Through exercises and discussion, attendees learn to set goals and objectives directly supportive of other levels of the organization and how good planning influences outcome at least expense and risk.

Terminal Objectives:

At the end of this session, participants will be able to:

Impart the importance of the individual manager in developing and ensuring a clear and mutual understanding of organization objectives.
Impart the significance of relating local objectives and associated tasks to objectives of other levels of the organization.
Better understand the flexibilities available to them in managing human resources within the people, time and money allotted for the task.
Increase enthusiasm for their leadership role and the knowledge and tools to make more confident and effective leader/manager decisions.
Learn how participative planning clarifies and improves employee task performance.

Target Audience:

Managers and supervisors at all levels of the organization who:

(1) are responsible for a diverse staff with varying skills and a fast-paced working environment; (2) want to simplify and institutionalize an effective planning process; and (3) will make use of templates/tools that organize and structure their work to improve productivity and customer satisfaction.

Length Of Seminar:

½ Day (4.0 Hours)

Required Materials And Equipment:

Two easels and one overhead projector.

Brief Description:

3 seminars in one! Intensive, interactive seminar of exercises and discussions with peers, learning new, easy-to-use methods to: continuously improve work processes, capitalize on differences in personalities, skills and motivations of staff and influence/control project outcome. Presents the essentials of situational leadership, organizational planning and business process review and improvement.

Terminal Objectives:

At the end of this session, participants will be able to:

Cultivate an enhanced sense of how to identify and adapt leadership style to the diverse backgrounds of the people with whom you work.
Understand how to analyze and evaluate your work as a process.
Understand how to diagnose and assess organizational strengths and weaknesses.
Increase skill at producing results, assuring accountability, building coalitions, and communicating effectively.
Develop proficiency at setting realistic and measurable goals for your organizations future.

Target Audience:

Managers and supervisors at all levels of the organization who:

(1) are responsible for a diverse staff with varying skills and a fast-paced working environment; (2) want to better understand the relationship dynamics between the people they work with, the planning for the work, and the process by which the work is done; and (3) will make use of templates/tools that organize and structure their work to improve productivity and customer satisfaction.

Length Of Seminar:

2 Days (15 Hours)

Required Materials And Equipment:

Two easels and one overhead projector.

Brief Description:

Process Review (PR) uses exercises and group discussion to present the concepts of work as a process and continuous process improvement. Attendees arrive at an understanding of the supplier/customer framework defining each participant's contribution to the organization's work product and the importance of matching resources with specific work processes.

Terminal Objectives:

Understand how to analyze and evaluate work as a process.
Understand how to diagnose and assess organizational strengths and weaknesses.
Increase skill at producing results, assuring accountability, building coalitions, and communicating effectively.
Learn methods of assessing the workplace and challenging assumptions
Organize for task success with effective personal and group time management skills.

Target Audience:

Managers and supervisors at all levels of the organization who:

(1) are responsible for a diverse staff with varying skills and a fast-paced working environment and (2) will make use of templates/tools that organize and structure their work to improve productivity and customer and employee satisfaction.

Length:

1 Day (7.5 hours)

Required Materials and Equipment:

Two easels and one overhead projector.

Brief Description:

MSL opens minds to the role of manager as leader, the benefits of dealing with each employee as an individual, and how you may capitalize on their individuality to contribute more to the whole of organizational goals. MSL presents a proven process to enhance your leadership skills that can be immediately applied to your work.

Terminal Objectives:

Cultivate an enhanced sense of how to identify and adapt leadership style to the diverse backgrounds of the people with whom you work.
Better understand the flexibilities available to them in managing human resources within the people, time and money allotted for the task.
Increase enthusiasm for their leadership role and the knowledge and tools to make more confident and effective leader/manager decisions.
Learn to specify and negotiate employee task performance.
Organize for task success with effective personal and group time management skills.

Target Audience:

Managers and supervisors at all levels of the organization who:

(1) are responsible for a diverse staff with varying skills and a fast-paced working environment; (2) want to better understand the relationship dynamics between the people they work with and the goals of the organization; and (3) will make use of templates/tools that organize and structure their work to improve productivity and customer satisfaction.

Length:

½ Day (4.0 hours)

Required Materials and Equipment:

Two easels and one overhead projector.

Training