Do your people excel at reaching their goals? These programs are designed to help you and your employees be a High-Performance Work Team while achieving greater profits.

* Better Performance Evaluations

* Building a High-Performance Work Team

* Chaotics: Managing Organizational Change & Stress in a Turbulent Environment

* Creating the Patient-Centered Practice

* Creative Problem Solving

* Decision-Making and Problem Solving

* Driving Dysfunctional Behavior from an Organization: Keys to a Healthy Company

* How Managers Make Things Happen

* How to Love Your Job When the Ladder Has Collapsed

* How to Make Coaching & Mentoring Work

* Making Conflict Productive

* Quality Customer Service: Treating Customers as Guests

* Strategic Planning

* Take This Job and -- Improve It!

* Training the Trainer

* Better Performance Evaluations

Managers can use formal reviews and daily feedback to boost employee performance and productivity. This course focuses on how to make performance evaluations an effective tool in the workplace, instead of a dreaded ordeal.

Objectives:

  • Understand why employees dread performance reviews
  • Establish a strategy for keeping employees from discussing their evaluations with others
  • Develop guidelines for a formal review process
  • Analyze the best forms to use
  • Know the importance of documentation
  • Prepare an effective performance review

Topics:

  • The dreaded performance review
  • What recent studies reveal
  • When your company doesn't already have a review procedure
  • Proven guidelines for establishing a system that works
  • Critical considerations in preparing the review
  • What to do when a sensitive employee breaks down
  • What's "fair" and "unfair"?
  • Should you ever change an evaluation?
  • Objectively evaluating the employee you just don't like
  • The secret to criticizing employees' work without spoiling their enthusiasm

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* Building a High-Performance Work Team

Effective teamwork "pays its own way" with greater productivity and profits in your organization. This seminar addresses how to put together a strong team, focusing on the characteristics of a High-Performance Work Team. Participants will learn how to test the team's effectiveness, and how to improve its performance.

Objectives:

  • Recognize the symptoms of poor team performance
  • Understand the importance of attitudes
  • Get the right people on the team
  • Improve communication
  • Deal with conflicts

Topics:

  • Characteristics of strong - and weak - teams
  • Symptoms of poor team performance
  • A practical test to determine team effectiveness
  • Why effective teamwork is so highly prized
  • How winning teams bring out the best in individuals and organizations
  • Why people like to work on teams
  • Differences in perspective
  • Getting the team to work together

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* Chaotics: Managing Organizational Change & Stress in a Turbulent Environment

The last two years have brought enormous changes in our country-and much of it very difficult. Declining sales and asset values, layoffs, doing more with less, and job restructuring have left individuals and entire organizations reeling. As painful as these changes have been, if organizations do not rapidly adapt, they may not survive. This course teaches managers not only how to deal with change but also how to manage it, both professionally and personally.

Objectives:

  • Identify how change can cause stress and a lack of productivity in an organization
  • Identify those people most likely to resist change
  • Decide when major change-resisters need to be removed from an organization
  • Incorporate strategies to reduce resistance to change and its accompanying stress
  • Employ techniques for keeping morale high in the midst of change
  • Make wise decisions on when and how to make major organizational changes
  • Develop sound plans that employ an appropriate rate of change
  • Apply techniques for reducing stress in their own lives

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* Creating the Patient-Centered Practice

As a medical provider, you have a challenging role to play. You need to satisfy your patients, keep costs under control, and keep your business running smoothly. In today's world, patients have different needs than they had in the past. They're better informed, more demanding, and they want to have a part in the management of their own health. This course will help you center your practice around your customers, bringing benefits both to them and to your business.

Objectives:

  • Understand what customers/patients want today
  • Analyze your current business style
  • Recognize why patients want more control
  • Help customers manage their own health
  • Develop a plan for centering your practice around your patients

Topics:

  • The doctor as God - an old myth dies - patient-doctor cooperation is the wave of the future < li type="disc" class="bodycopyleft">Your business today - does it need updating?
  • How patients get information/misinformation - the internet - media - other sources
  • Working with your patients - how to communicate - conveying information
  • Developing patient-centered practice

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* Creative Problem Solving

Are you or your organization locked into tried and true methods of problem solving methods which don't necessarily work in today's complex and fast-changing world? This course is for anyone who wants to learn fresh new ways to look at challenges and find solutions.

Objectives:

  • Analyze your problem solving methods
  • Identify the ways you arrive at solutions
  • Recognize the importance of looking at challenges in new ways
  • Use proven methods to approach problems successfully
  • Learn to "think outside the box"

Topics:

  • What's holding you back? - are your problem-solving methods outdated? analyze the way you think about and solve problems
  • How some highly effective people solve problems
  • Tried and true - it's not always best - the many different ways of looking at challenges
  • Brainstorming and empowerment - get everybody involved in finding solutions
  • Risk taking and alternative solutions

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* Decision-Making and Problem Solving

This seminar focuses on the key elements of problem-solving and effective decision-making for getting results. Included in the material are exercises in decision-making, along with well-tested and successful decision-making models and strategies.

Objectives:

  • Use innovation and creativity in decision-making for better results
  • Understand the role of intuition in decision-making
  • Develop an effective time frame for decision-making
  • Overcome obstacles to decision-making
  • Identify and prioritize key issues
  • Recognize the threats and opportunities inherent in decision-making

Topics:

  • The decision-analysis-logic-path - decision objective -selection criteria
  • Comparison of alternatives - risk evaluation - best balanced choice
  • The problem-analysis-logic-path - review facts - determine the causes - identify all solutions
  • Innovation and creativity - vital elements of decision-making
  • The connection between decisions and purpose
  • Overcoming challenges
  • The overlooked value of intuition
  • Setting priorities
  • Formulating an action plan

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* Driving Dysfunctional Behavior from an Organization: Keys to a Healthy Company

"Toxic" organizations cost American business millions of dollars each year. Negative workplace drama is the number one productivity killer. In today's "do more with less" culture, techniques that enhance morale and employee motivation are invaluable. In business and industry, motivation is the difference between profit and loss, between growth and stagnation. Motivation is a key to solving America's current problems of productivity. For the individual, motivation can be the difference between success and failure. This presentation examines the unmotivated, negative workplace and the things one should do to quickly turn it around.

People are always reacting to each other - positively, negatively or passively. Some seem to have a talent for cutting others down, making people feel inadequate and useless, causing people to give up, hold back and stop trying. In this seminar, you will be empowered to give positive feedback. You will also appreciate the difference between "constructive criticism" and "objective correction." What explains the motivation and commitment found in America's healthiest organizations? How can you tell that many of America's airline employees are unhappy? By contrast, how do you know they're having fun at Southwest Airlines? All airlines have the same goal - to get the passenger from Point A to Point B. They probably have some of the same internal organizational conflicts. Southwest Airlines employs successful conflict resolution techniques which minimize drama and "toxicity." Their employees' positive morale is felt by the customers as well.

Objectives:

  • Explore how conflict can be creative - In healthy organizations, leaders encourage honest dialogue
  • Handle conflict and toxic work environments with positive new skills in a culture of integrity and mutual respect
  • Discover communication barriers that trigger workplace drama and conflict - Learn to change your perception (not the other person), resolve the conflict and move forward
  • Know when a manager's responsibility would include performing an "intervention" within an organization
  • Recognize the difference between a difficult person and a person who is in a difficult situation
  • Diagnose the core issues in a dysfunctional organization and implement action plans that create solutions
  • Move proactively towards a healthy organization with the four-step process that teaches management and staff how to manage conflict before it spins out of control

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* How Managers Make Things Happen

Managers can realize their full potential by getting positive things to happen within their organizations. Making things happen is no accident. It is the result of a management style that incorporates excellent communications, problem-solving abilities, and the ability to motivate groups of people. This seminar focuses on helping participants achieve these skills.

Objectives:

  • Assess your job within the organization
  • Develop an individual career profile as a manager
  • Identify the ways in which you can function at maximum potential
  • Recognize and implement Win-Win relationships

Topics:

  • Self-esteem: key to the effective manager
  • Positive attitudes: developing them in yourself and in others
  • The effective manager: strategies you can use
  • The necessity of communication
  • Productivity
  • Assertiveness without aggressiveness
  • Group dynamics
  • Problem solving

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* How to Love Your Job When the Ladder Has Collapsed

When an organization is downsized, it affects the morale of all employees. This course helps employees cope with downsizing. Participants learn strategies that make them better managers and more productive, happier employees. They will learn to:

Objectives:

  • Analyze how they have dealt with change in the past
  • Learn the stages of adapting to change
  • Identify their personal temperament and work style
  • Create a personal strategy for coping with change
  • Adapt their personal style to the new work environment
  • Maintain a positive attitude toward change

Topics:

  • The stages of change - denial - resistance - exploration - commitment
  • Attitude - more important than facts - accepting change
  • Temperament profile - what is my personal style? my strengths and weaknesses as an employee and as a person
  • Analysis of different personal styles - developing an understanding of your approach to challenges
  • Keys to successful change management
  • Developing a vision - anticipating reactions
  • Making the commitment - getting everyone involved
  • Three stages of change management - letting go - confusion - re-learning
  • The payoff - a happier and more productive person at home and on the job

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* How to Make Coaching & Mentoring Work

If you are managing professionals with a high level of responsibility, traditional management techniques often don't make sense. You need to be able to lead, influence, and model the performance you want from these people. Two management approaches-coaching and mentoring-can prove very effective with employees at this developmental level. The objective of this course is to instruct participants in coaching and mentoring techniques that draw even higher performance out of their employees.

Nearly everyone can relate to having had a good coach, but few people express having worked for a great boss. So what is it about coaches that people like and admire? The instructors explain common roles, including teaching, supporting, reaffirming, redirecting, and confronting. Few people like to be managed, but most want to be coached.

The term mentor comes from Homer's epic poem The Odyssey. When Odysseus, King of Ithaca, departed to fight in the Trojan War, he entrusted the care of his kingdom to Mentor. Mentor served as the teacher and overseer of Odysseus' son, Telemachus. In the business world, mentoring is considered to be a close relationship in which an experienced person imparts wisdom to a person with less experience. The mentor's role is considered to be one of a trusted counselor or guide and is not done for personal gain. Many prominent companies, including Microsoft, Intel, and Southwest Airlines, have found mentoring to be highly beneficial and successful. These firms have reported that mentoring has served them well in preparing current and future leaders, retaining high performers, managing collective knowledge, and reducing the cost of learning.

This course explains how to initiate and direct coaching and mentoring programs.

Objectives:

  • Identify the key benefits of mentoring and coaching
  • Employ strategies for placing employees with mentors
  • Select areas where mentors will be most successful in giving direction
  • Teach mentors about their role in assisting others
  • Undertake approaches for facilitating mentorships in organizations
  • Build healthy relationships between the coach and players and between the players themselves
  • Benchmark your actions against the Eight Coaching Ethics

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* Making Conflict Productive

Most people view conflict as unpleasant and unproductive. However, conflict is a part of life. No workplace exists without it. Used properly, conflict can actually be constructive, bringing about compromise, renewed understanding, and increased energy.

Objectives:

  • Understand the definition, dimensions, and consequences of conflict
  • Analyze your own conflict management style and ways to improve it
  • Identify the different ways people express conflict
  • Learn new strategies for managing conflict
  • Provide these skills to others

Topics:

  • Conflict: a necessary evil?
  • How people express conflict in different ways
  • Disagreement is not always bad
  • Looking for the root causes of conflict
  • Your conflict management style: a self-assessment
  • Improving your conflict management style
  • Strategies for real-world conflict management
  • Helping others in your organization understand and manage conflict

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* Quality Customer Service: Treating Customers as Guests

Have you ever gone into a store feeling as though you were an interruption to the store's employees? Ever wonder how your company's customers really view you? In this downsized, cost-conscious business world, customer service is often the first casualty. Customer service (or lack of it) can make or break almost any organization.

Customers who don't like service won't come back. This seminar focuses on going beyond polite and businesslike treatment; it explores ways that you can make your customers feel like valued guests. It will teach you how to have return visits from your customers.

Objectives:

  • Identify who your customers are
  • Assess your level of customer service
  • Learn ways to improve service without increasing cost
  • Develop strategies for making your customers feel valued
  • Communicate good techniques to others in your organization

Topics:

  • Who are your customers? - how does your company treat them? - is there room for improvement?
  • The Golden Rule of customer treatment - imagine yourself as customer - one great hotel's answer to customer service
  • How NOT to treat a customer - hilarious stories
  • Common sense customer treatment - how to develop it in yourself and your employees
  • Employee empowerment - the key to good service

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* Strategic Planning

It is easy for an organization to set unrealistic and unattainable goals, while at the same time developing only vague plans for implementing its goals. That's why a strategic blueprint is critical for good, solid planning, and for working systematically toward attainable goals. This seminar helps key members of organizations learn to write and implement effective strategic plans.

Objectives:

  • Understand how a strategic plan works
  • Identify the critical parts of a strategic plan
  • Define your organization's goals
  • Analyze the steps toward reaching your goals
  • Develop the beginnings of a strategic plan for your organization

Topics:

  • The mission statement - why is it important? - understand your organization's vision of itself - past, present and future
  • Defining goals - get specific - the critical details
  • Getting input - how to identify key players - how to involve others in the process
  • Down to business - developing the plan of action - take nothing for granted - step-by-step planning
  • Feedback - finding out how you're doing

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* Take This Job and -- Improve It!

Here's how you can make your job more satisfying and more rewarding. You'll find out how to increase your confidence and take initiative. You'll discover the power of building a team image for your organization. You'll take back to your office proven solutions to daily problems.

Objectives:

  • Use your assets for maximum benefit
  • Learn key communication skills that get results
  • Recognize the signs of stress
  • Cope effectively with stress
  • Develop clear goals and expectations on the job
  • Build a great team with your boss

Topics:

  • Building a career -vs- doing a job
  • Capitalize on your strengths
  • Self-esteem - four ways to test and build yours
  • Dealing with stress: two formulas
  • Your key communication skills: verbal and non-verbal
  • Setting priorities when you have multiple bosses
  • Say "no" without being negative
  • Cutting through to the real problem: four steps
  • How to be persuasive with suggestions and proposals
  • Manage yourself and your time
  • Build an effective team with bosses and coworkers

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* Training the Trainer

No organization can function without well-trained employees. The first step to good training is to develop good trainers. This seminar focuses on teaching the prospective or experienced trainer tips for communicating with adult learners.

Objectives:

  • Understand how adults learn
  • Analyze what the trainees need to learn
  • Focus on verifiable objectives
  • Develop a training plan
  • Refine your communication skills
  • Overcome resistance to learning
  • Evaluate students' progress

Topics:

  • Training employees - the key to an organization's survival and success
  • Adults are different from kids - how they learn
  • Deciding what employees need to know - teaching the essentials to busy people
  • Verifiable objectives - how to define objectives - how to verify learning - demonstrating and testing proficiency
  • When they don't want to change - how to overcome resistance to learning new ideas, new methods, new work styles
  • Communication is key - say what you mean - listen, listen, listen
  • Putting the plan into action - the dynamics of training

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