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Drive organization-wide improvements with the industry’s broadest range of soft-skills training courses. The JRM PowerSkillz Suite contains more than 300 hours of researched-based flexible learning experiences that are fully reproducible and customizable. With this collection, you will be able to provide your team with the most current and comprehensive training available.
Accountability at Work leads participants through the concept and practices of accountability in two respects – personal and mutual accountability. The first half of the program focuses on encouraging actions that are consistent with behavior-related expectations while the second half of the program provides insight into taking actions that are consistent with task-related expectations.
Breaking the concept and practices of accountability down to the personal and mutual level presents participants with the opportunity to develop a more complete understanding of how to affect a culture of accountability in their workplace.
Many theories of management and styles of leadership exist. In the end, none of them are right and none of them are wrong. Different people respond better to different styles of leadership. To be a truly skilled leader, you must become aware of the needs of your staff and adapt your leadership style to nurture the most productivity in your workers.
This program will assess your personal leadership style and apply and practice tools for building connections with employees, running productive meetings and enhancing employee motivation.
Analytical Thinking Skills helps participants develop the ability to systemati- cally and logically work through issues by following a six-step process that begins with forming the issue into a question that can be answered. They then learn how to research and isolate the highest quality data needed to answer that question and analyze the data gathered in order to come to a verifiable conclusion or hypothesis that shows cause and effect. The last half focuses on clearly communicating the analysis.
From fundamental attribution errors to micro-inequities, Appreciating Diversity explores the subtle ways that limitations occur and how to combat them by fostering an environment that focuses on building respectful interactions. The program defines diversity in broad terms, recognizing that people see differences in varying ways. Professionals at every level will learn how to take proactive steps to find and capitalize on unique skills as well as exercise flexible thinking and seek personal growth.
Assertiveness skills are crucial to professional development, as well as other aspects of life. Some of these skills include asking for what you need, han- dling confrontations gracefully, and putting ideas forward with confidence. Not only do these skills improve teamwork, focus discussions, and build re- lationships, but they also help individuals to become competent, construc- tive, confident, and perform at their best. Assertiveness Skills provides the skill development, practice, and under- standing individuals need to learn to how to be truly assertive.
Are your customers raving about you on social media? Share their great stories to help turn potential customers into loyal ones. The demand for productivity today is greater than ever before. Deadlines are tight, resources are limited, technology is complex, and it's no surprise that pressure can lead to increased conflict and overwhelming feelings of confusion. Employees need to be equipped with the skills to manage their workload effectively.
Balancing Priorities: How to Successfully Manage Tasks, Deadlines, and Expectations is a half-day training program that shows individuals how to improve performance through better goal setting, task delegation, organization, and the proper use of technology.
Personality style is the way a person acts when they are able to do things to their own preference. Personality style differences can account for workplace conflicts and miscommunication and they negatively affect productivity and morale. The Basics of Style: will help you recognize your own personality style as well as the styles of those you work with. Using that information, you can adapt your behavior to improve communication, effectiveness, and success in the workplace.
Behavioral Interviews bases its teachings on the basic premise that past performance is the best indicator of future performance. It leads participants through a structured interview process from reviewing resumes to conducting interviews to evaluating candidates. The program discloses practical, valuable tips and techniques for uncovering the most pertinent information necessary to make the best possible hiring decision. Real-life practice exercises, activities, and role-play scenarios provide participants with the opportunity to apply their knowledge in their own place of work.
Business etiquette is defined as the conduct or procedures that are generally acceptable and polite in the workplace. It is typically a set of unspoken expectations that most people either meet, or find out about when they do not meet them. Etiquette can make the difference between a comfortable work environment and an aggravating one. Business Etiquette provides guidelines for common business etiquette, how to show respect for yourself and others, how to establish positive connections with anyone, and how to choose polite and positive responses to rude behavior
Classroom training can be challenging, but there are ways to ensure success. This program helps participants develop, deliver, and manage a smooth and engaging training session. It’s suitable for both seasoned facilitators looking to maximize the learner experience and first-timer’s looking to understand the ins-and-outs of effective classroom facilitation. Participants are led through the four dimensions of facilitation as they learn the best techniques for the most common training blunders and challenges. They'll discover how to gauge what content is best suited to their audience, the benefits of active -learning in contrast to a lecture-only approach, and how to field tough questions.
Having a big sale, on-site celebrity, or other event? Be sure to announce it so everybody knows and gets excited about it. Coaching is an essential part of being a manager and leader. Common coaching situations involve the big picture view of identifying a general path, or a more detailed view of improving performance in specific areas. In all situations, coaching is about tapping into a potential that would otherwise be idle, and using it for the benefit of the employee and the company.
Learn to establish the context of a situation and lead a series of coaching conversations that make the individual responsible for proactively defining goals and becoming accountable to their commitments. You will understand how the various aspects of coaching conversations can motivate and support individuals to meet their goals.
Are your customers raving about you on social media? Share their great stories to help turn potential customers into loyal ones. Coaching for Development recognizes the need for employees to feel committed to their work and is designed to help managers, supervisors, and leaders alike to encourage individual performance as a means for increasing engagement – and ultimately productivity – rather than to use the traditional "command and control" method. In this workshop, participants learn the key elements of building a successful coaching relationship and how to best implement them using a step-by-step coaching process. They will also learn how to implement a development plan to individually improve their success and apply effective strategies for overcoming common coaching challenges.
Communicating as a Manager: Help Your Employees to Succeed through Effective Communication is a great tool for managers, supervisors, and leaders alike who desire to improve their ability to guide employees or colleagues in their work.
The program's primary focus is on improving an individual’s ability to fully listen and comprehend others' perceptions, to clearly convey expectations and performance feedback, and to effectively lead others through organizational change. Participants partake in multiple group activities throughout that allow them to apply the techniques and practices in each module using realistic scenarios.
While creating an outstanding customer experience sounds simple enough, statistics prove it remains a challenge for most. This program will reveal what you can do to create a consistently outstanding experience for every customer. Creating an Outstanding Customer Experience is appropriate for high-level employees who have direct contact with customers and some influence in the hiring process as well as the ability to modify established systems of operation.
Creating Chemistry in Teams: How to Build a Team that Everyone Wants to Join is appropriate for anyone who may have influence on the structure of a team. It shows participants how to identify and correlate diverse but com- plementary skills, characteristics, and strengths to team roles. They are also able to learn techniques for observing interactions, establishing positive communication patterns, overcoming group-think, developing mutual ac- countability for results, and boosting morale.
Problems are at the center of what many people do at work every day. The ability to creatively problem solve makes employees perceive problems as opportunities to harness and challenges to conquer. Creative problem solving allows ideas to flow freely with a reason behind the process.
Teach participants how to identify characteristics of an effective problem solver, challenge their go-to problem solving habits, inspire them to be more creative and give a variety of diagrams to help develop creative problem-solving methods. As a result, people will be able to overcome traditional thinking patterns, have more confidence, and be able to assess the impact of possible solutions.
When most people hear the words "creative problem solving" they think of a haphazard random approach to generating solutions. While it does in fact involve allowing ideas to flow, there is most certainly a rhyme and reason to the process. In this program, participants learn techniques for both generating a variety of relative, novel ideas to problem resolution and evaluating their effectiveness. At the end of each module, participants are presented with new circumstances and conversations that specifically relate to the learning material in the module – allowing them to witness the concepts of
creative problem solving and/or the effects of the lack thereof in action.
In today’s fast-paced workplace, decisions often have to be made quickly and effectively. It is increasingly important for employees to be able to think critically on their own. When employees excel at critical thinking, they can assess all possible approaches to a problem and choose the best solution confidently and calmly. Critical thinking is a skill that can help an organization find smart solutions to tricky problems, avoid emotional thinking and mistakes, and work together more efficiently. Critical Thinking Skills is a training solution that provides individuals with tips, techniques, and thought exercises that help to develop critical thinking skills.
Diversity is growing in the workplace. As organizations turn to hiring employees from many parts of the world, there in an increased need forcultural understanding. Culture is the shared values, traditions, norms, customs, art, history, folklore and institutions of a specific group of people. Cultural Competency teaches the willingness and ability to interact respectfully and effectively with individuals and groups, acknowledging the common and different elements of our cultural identities. The result is words and actions that recognize, affirm and value the worth of individuals and communities and protect and preserve the dignity of each.
Delegating for Growth is an interactive skills training course that can help any manager better understand the purpose of delegation, prepare for and apply the steps to delegating effectively, and learn to recover from inevita- ble mistakes or disappointments. This training program helps to increase company-wide productivity, foster employee confidence at all levels, and develop a team-driven culture. Most tasks and projects can be delegated. In particular, if you find yourself doing the tasks and activities you were pro- moted from, that's a clear sign of items you should be delegating. This pro- gram will show you how.
A customer service representative is the first direct person of contact that customers have with an organization – and it's a very important role. When service reps interact with customers they become the face of the organization, so it’s important that they know how to effectively
communicate. Delivering Exceptional Phone Service offers role-play opportunities with realistic customer service examples that facilitate the learner's ability to implement newfound skills. It details the techniques needed to deliver exceptional service over the phone, so participants are better equipped to appropriately address customers' questions and
concerns.
People spend a lot of time at work, so work relationships are important. If the office is a positive place with a sense of collaboration, employees will thrive. Encouragement, sharing, and camaraderie lead to higher levels of productivity and job satisfaction. Developing Positive Relationships at Work is a learning tool that organizations need to ensure that individuals unite around a common mission, value diversity, rise above personal slights, take responsibility, and cultivate an environment based on trust. This training will help you model the behavior you want as well as teach the value of getting to know your employees as individuals.
Developing Your Direct Reports is a course where participants will learn "development coaching." Performance management is focused on eliminating the weaknesses of the past and present, while development coaching targets employee strengths as the basis for future performance and the achievement of long-term goals. It also requires the direct and regular involvement of the manager. Course participants will learn the characteristics of effective development goals, how to use assessments to advance goals, and how to improve the employee reflection process.
Listening is the cornerstone of communication. Effective listening makes the person speaking feel valued, prevents miscommunication, speeds produc- tivity, and creates more active forums of discussion. Without the proper training, two things can stand in the way of effective listening: bad habits and style differences. The first step to becoming a better listener is to break and eliminate those habits. The second step is to understand the different ways people listen, along with its benefits and potential trouble spots. Us- ing a five-step process, we show individuals how to eliminate barriers to good listening, improve communication skills, maximize productivity, and build interpersonal relationships.
Presentations are a constant in business–from small-scale project meetings
to companywide announcements; yet the principles for effectiveness remain the same. In this program, participants will learn how to craft and deliver a presentation that resonates with an audience and inspires them—whether it's one person or one thousand. They will discover how to become more in- tune with their audience and tailor their message accordingly, and how to develop, organize and edit the content of their presentation to maximize effectiveness.
Taking risks is not easy. It requires a willingness to operate outside of your comfort zone and experiment with new ways of doing things while stepping into a situation with unknown results. In Effective Risk-Taking, participants learn how to conduct a risk analysis that unearths the potential benefits and negative consequences of acting on an idea or opportunity. They will also learn about overcoming fears, creating contingency plans, managing crises, and building resilience. With these tools participants are able to de- velop the confidence they need to pursue valuable growth opportunities that create positive change in their organization.
Managing a team is a big job, but the results are worth it! One study found that companies who promoted collaborative working were 5 times as likely to be high performing. Team leaders are instrumental in bringing about this kind of change. Effective Team Leadership is a half-day program, where participants learn what they can do as team leaders to promote high performing teams. First by learning how to increase team members' effectiveness as individuals through strategic delegation and skill development. Then, by fostering effective communication, and maximizing the benefits of diversity while minimizing unproductive conflict.
While technical skills are important to bring to any work environment, re- search has proven that real success comes from those who have honed the soft skill of emotional intelligence. Emotional intelligence is recognizing your emotional triggers and knowing when and how to use them in a way that enables you to deal with stressors and develop strong connections with coworkers. Emotional Intelligence: A Scientifically Proven Method for Developing the Skills of Success introduces the four essential aspects to honing this soft skill – intrapersonal skills, interpersonal skills, adaptability, and resilience – and strategies for developing each.
Every organization wants their employees to be engaged. Engaged workers are happier, remain with an organization for longer, and produce better work. But truly engaged employees are hard to come by. This training course introduces leaders and managers to the tools and techniques for ensuring employees feel valued and supported in their day-to-day responsibilities. The program is organized into four distinct categories or strategies for employee engagement with self- assessments, interactive activities, and practical knowledge for becoming an effective and influential leader.
Working in an environment with unethical employees can have negative consequences on organizational trust, team-building, communication and morale. Ethical behavior is a broad term – encompassing accountability, professionalism and respect – which can make pinpointing behaviors to change difficult. This course deals with the application of moral principles, standards of behavior, or set of values regarding proper conduct in the workplace as individuals and in a group setting. Learn how workplace ethics should be developed, how to create the standards and policies that support them, how employees can be trained and managed to follow and support these standards.
Innovation is usually less about a revolutionary idea and more about evolution and execution. The goal of innovation is to introduce something new or to make something better. But that doesn't mean it has to be complex or difficult. Whether It's improving customer return policies or developing high-tech products, innovation can happen anywhere in an organization – and by anyone. This course is designed to help organizations reshape their thinking on innovation. It teaches you how to understand different elements of creativity, how to build ideas in a group, how to letinnovation flow without directives, and how to draw out creative ideas from
new sources.
An increasingly demanding work environment creates greater pressure and stress for every employee. In addition, impersonal electronic communica- tion has taken precedence over face-to-face interactions. Sometimes, this increased stress and lack of personal contact leads to more abrupt, informal face-to-face communication.
The Golden Rule is designed to help employees consistently demonstrate respect in their day-to-day interactions. Participants learn the behaviors that contribute to a respectful environment. They will learn how to estab- lish self-respect, develop reciprocity with colleagues, and maintain respect when faced with stress, uncertainty, and change.
Being indispensable is more about attitude than skill set, and the key to an indispensable person’s success is that they know how to work smarter, not harder. Not everyone is indispensable – but you can learn how to be. How to Make Yourself Indispensable is a comprehensive course designed to make participants an invaluable employee. It teaches the skills needed to adapt to situational changes at work. You'll learn how to thrive under pressure and expand your career opportunities by taking initiative, effectively resolving problems, sharing your knowledge, and being an overall positive influence in the workplace.
At work, employees frequently encounter situations that spark a variety of emotions. It’s important to know when and how to express emotions, and when to keep them in check. While it is not always possible to check emo- tions at the door, it is possible to figure out what triggers emotional re- sponses and then learn how to respond appropriately.
How to Manage Your Emotions provides the tools needed to recognize your emotional triggers, control your emotional and physical responses, and handle other’s emotions. As a result, you will be able to communicate more effectively with supervisors and coworkers, channel negative energy into more positive and productive activities, and promote your overall emotion- al intelligence.
Handling Challenging Behaviors in the Workplace introduces managers to a new perspective: changing the mindset from a "challenging employee" to a "valuable employee who exhibits challenging behaviors." By adopting a mindset of working together rather than against each other and following the techniques in this course, you will feel more prepared and confident to address issues in a way that creates a positive outcome for all those involved. This program is appropriate for business professionals at a management level who regularly work with employees and teams to mitigate conflict, encourage engagement, and further productivity.
Customers have questions, you have answers. Display the most frequently asked questions, so everybody benefits. We all hold biases—our brains are naturally wired to establish patterns and associations between information in order to improve the efficiency and effectiveness of our decision making. Some biases we expressly acknowledge, and others we are much less perceptive to. Most the time, our implicit, or unconscious biases are harmless, and can even be positive. However, they’re not always accurate, and as a result, can have very negative consequences. In this program, participants will learn how to surface their biases and what they can do at both a managerial and individual level to improve the equity, and objectivity of their decision-making.
Emotional intelligence is a useful trait to have in the workplace. Research shows that people who show high levels of emotional intelligence skills are stronger leaders, more effective decision makers, better at building
relationships, increasers of team efficiency, and are well equipped to confront challenging issues and manage change. Increasing Your Emotional Intelligence is a training program that offers you techniques to increase and develop your emotional intelligence. It will guide you through proven methods to apply emotional intelligence in the workplace to enhance employee relationships and increase productivity.
Having a big sale, on-site celebrity, or other event? Be sure to announce it so everybody knows and gets excited about it. Today, employees are partly accountable for the organization's financial well-being, and everyone can benefit from a working knowledge of ac- counting and financial instruments. Trainers need solutions that will get employees quickly up to speed, whether introducing new concepts or refreshing rusty skills. Increasing Your Financial Intelligence is a back-to- basics training program that's perfect for anyone who needs to learn how to read, interpret, and analyze the 10 most commonly used accounting instruments. This program empowers individuals to control operations, justify re- quests, translate performance into financial terms, and quantify their contribution to the organization.
Have you ever had a great idea, but just couldn’t seem to get your boss on board with it? Or perhaps led a cross-functional task force whose members weren’t making it a top priority? Situations like these can be frustrating, but not impossible to overcome with the right skillset. Getting the support you need from others in order to enact positive change, deliver meaningful contributions and get things done starts with having influence. This is not about manipulating others to your way of thinking or fostering control and power over others. It is about having confidence and knowhow when approaching others on subjects that are important to you, leading to greater success in garnering their support.
Leadership is the ability to turn a vision into a reality by engaging other people. It’s a state of being that permeates one’s values, approach and actions. Leadership is invaluable in implementing business initiatives. Whether you are a CEO, a manager, a small business owner or a community organizer, your ability to lead is a key driver of success within your organization. Leadership 101 addresses everything from trust to perception to attitude. It gives leaders and managers the tools and techniques for developing and re- fining their skills. This learning resource will help your organization retain employees and clients, make better decisions, and improve performance.
Leading others through change requires thoughtful planning and innovative options. Leaders should assess the situation carefully and adjust their plan based on their workers’ needs. If change is handled correctly, everyone will be on board with it. This full day course shares that to create a positive and productive experience, leaders must "ACT" – Activate the change, Create a plan, and Transition the change. Using a 10-step process, this program takes participants through the three phases and identifies techniques for ensuring that the change is not only a success, but that it becomes a lasting part of the culture.
Often, managers have all of the strengths they need to succeed in the job – except the ability to manage employees well. If they are not equipped with management know-how, it can be a surprisingly overwhelming transition from individual contributor to people manager. Learning to Manage walks participants through the process of successful management by introducing the tools and techniques for effectively handling five target areas – people, projects, performance, problems, and personal development. Each of these areas is essential to minimizing the stress associated with the transition from individual work as you learn to delegate, communicate, and develop your employees.
Being a great listener is essential at work. If someone shows a sincere desire to understand what others have to say, has an open mind, and is willing to have their assumptions and conclusions about others' messages corrected, they show the signs of being an active listener. Listening with Intent teaches participants how to master the skills of active listening. They will learn how to connect with the speaker, how to collect information by paying attention to the context of the message, how to reach an unbiased conclusion about what they learned, and how to understand common situations that block active listening.
Today's workforce is spread all over the globe. No longer is everyone under one roof, and the benefits are immense. But managing a remote workforce requires more than just smartphones, Wi-Fi, web cams, and expense allowances. It requires having the right employees in the right jobs with the right skills and resources. And it also requires managers with the know-how to communicate effectively, maintain a sense of community, cultivate team- work and develop relationships built on trust. Position your remote work- force for success with a half-day program packed with self-assessment exercises, real-life scenarios, practices activities, and more.
For organizations to achieve their goals, managers need to create a work environment that helps employees succeed to the best of their abilities. Managing employees’ performance effectively ensures that the right work gets done in the right way, reduces turnover, increases productivity, improves morale, commitment, and motivation, and minimizes problems in the organization. Managing the Work of Your Direct Reports takes a holistic approach to managing employee performance from setting employees up for success to supporting their everyday work to discussing progress and evaluating results through performance reviews.
Running a holiday sale or weekly special? Definitely promote it here to get customers excited about getting a sweet deal. The reality of today's workplace is that individual success depends not just on how well you do your job, but on how well your supervisor does theirs. A supervisor’s role is not one of command and control, but of collaboration– just as much as your efforts influence theirs, theirs influence yours. The principles of managing up are designed to make your supervisor's work life easier, which in turn makes their subordinates' workplace environment easier as well. Work will run smoother, you'll encounter less conflict, and you'll make a positive impression on your supervisor, ultimately forging a successful relationship.
Have you opened a new location, redesigned your shop, or added a new product or service? Don't keep it to yourself, let folks know. Meetings have a bad reputation as a waste of time. Despite this, meetings are necessary and can be extremely effective. The key is planning and preparation. Meetings that are planned and facilitated well give participants a sense of accomplishment and a sense that their time was well spent.
Meetings: How to Make Them More Efficient and Effective, helps participants identify and develop the skills for ensuring the meetings are an advantage as opposed to a disadvantage to both employees and organizations alike. Successful completion of this training will increase your knowledge and ability to effectively prepare for meetings.
Everyone has a mental model based on their perception of how the world works. Mental models provide understanding, guide thinking, and direct decision making. They can be both beneficial and detrimental to success. Individuals, teams, and organizations need to regularly update, flex, and reconstruct mental models to improve performance. Mental Models is a training program that shows participants how to examine their mental models, separate fact from opinion, clarify assumptions, and reveal hidden beliefs. Using interactive exercises and activities, this learning experience illustrates the need to tune into one's surroundings, look for opportunities, and approach work with an open mind.
Contrary to popular belief, mentoring is not simply an occasion where an older employee imparts all of their invaluable wisdom upon a younger, lesser experienced colleague. To make the mentoring relationship a success, there must be reciprocally tangible and intangible benefits for both the mentee and mentor. Mentoring 101 teaches participants how to ask the right questions, set up expectations, and establish measurements of success to ensure the relationship is a valuable to both parties. This program shows how to establish and maintain a successful mentoring relationship from both the perspective of a mentor and a mentee to ensure you gain the most from the opportunity.
More than one in three employees in today's workforce is a Millennial (born between 1981 and 1996). Millennials share a common set of beliefs and characteristics brought about by certain cultural influences that drive their behavior. As a manager, it's important to understand this mindset in order to help them maximize job performance and work productivity. The Millennial Mindset explores Millennials' expectations, preferences, and motivations in various capacities of the working environment and then shares the ways that managers can adapt their behavior to this growing segment of the workforce in order to leverage their unique skill set.
Keeping employees motivated and challenged can be difficult. Having engaged employees depends on continual communication and an understanding of that employee’s strengths and weaknesses. When
procrastination, a lack of enthusiasm, and refusal to take initiative creep into an employee’s performance, managers need to find strategies to relight the fire. This course helps employees find intrinsic motivation by fostering positive feelings and eliminating obstacles. It focuses on providing the skills and techniques you will need to help groups develop a sense of community, to acquire influence over their work-related actions, and to enjoy theopenness of shared information and feelings.
Running a holiday sale or weekly special? Definitely promote it here to get customers excited about getting a sweet deal. No one would argue about the importance of effective communication skills in the workplace. They help create a common focus and efficiency among those working together, as well as help avoid misunderstandings, duplicate efforts or dropped balls that result in decreased productivity. This course will help you develop effective communication skills through experiential learning. You will be presented with a realistic situation in which a provider lost the opportunity to secure a services contract. Your goal will be to identify why the provider was not ultimately selected for the job by evaluating the “evidence” or rather the communication that took place between the involved parties.
Unfortunately, difficult conversations need to happen in the workplace. But despite their prevalence, these kinds of conversations don't have to be feared or dreaded – rather, they can be handled in such a way that increases self- confidence and encourages an environment of positivity. This course introduces participants to a seven-stage process for taking control in tricky situations and minimizing negative backlash to affect an environment of reduced stress, increased trust, improved relationships, and higher productivity. With realistic examples and role-playing activities, this program helps participants as they prepare, carry-out, and close difficult
conversations in the most productive manner.
We negotiate all the time in our professional and personal lives. If you don’t like to negotiate or don’t feel like you do it well, it may be because you pos- sess one of two nonproductive attitudes toward negotiating. The first is to view negotiation as a competition where one side wins and the other loses. The second approach toward negotiation is to fear it and give in at the first sign of conflict. Both of these attitudes—viewing negotiation as a win-lose opportunity and viewing it as something to be feared—are likely to result in a less than ideal outcome. This program focuses on negotiating from a win- win mindset that results in a mutually beneficial agreement that is fair to both sides.
Introductions to company processes and policies are necessary when bringing in a new hire, but it's also just as important in the first few weeks to help new employees gain a comprehensive view of their role and establish a network of colleagues who can provide support. This course helps managers show their new hires how to build a foundation for success from the get-go. The Model uses four overlapping elements – resources, rules, relationships, and roles. These elements are a cornerstone in the onboarding process,
managers learn how to become an active participant in helping new hires not only accelerate their involvement but establish a groundwork for continual progression.
Ongoing performance development involves establishing a systematic process that managers can use to support employees. This process focuses on creating clear expectations for individual performance based on the organization's goals. Ongoing Performance Development introduces a four-step approach that focuses on setting clear expectations for individual performance based on organizational goals as well as meeting regularly with employees to provide feedback and customized training. Managers learn how to best share performance observations, brainstorm development strategies, and gain commitment on actionable ways to improve.
Organizations that promote a positive, supportive working environment and emphasize a culture of trust are also those with the highest recruitment and retention rates. This is because these organizations lay the groundwork for respect, faith, and integrity at all levels, creating more credible, productive, flexible, and innovative employees. Organizational Trust is a tool that helps managers, supervisors, and leaders build, improve, or restore an environment of trust. Participants examine the quality of trust on an organizational and personal level and then review the characteristics and behaviors which shape trust.
Running a holiday sale or weekly special? Definitely promote it here to get customers excited about getting a sweet deal. Most employees participate in many different projects in the workplace – often with great success. However, sometimes those projects can unearth less than desirable results where valuable resources are wasted, and time is lost due to poor planning and implementation. Being able to carry a project from its inception to completion, on time, on budget, and with effective results is a critical and invaluable skill to any organization. Practical Project Management helps employees become effective leaders of projects of any size and scope. The program walks participants through four key stages of project management and provides the opportunity to apply the techniques inherent in each stage as they work.
Good work habits are essential for anyone who wants to succeed at their job. Productivity isn't just about quantity. It's about doing the right task at the right time with the desired results. But sometimes that's easier said than done. Distractions and disorganization can get in the way of productivity. Productive Work Habits is a tool that helps employees and managers improve their productivity by teaching how to develop the positive habits they need to gain focus. They will learn how to prioritize tasks efficiently, become more organized, manage their time efficiently, work more effectively with colleagues – and even create better work/life balance.
Sharing information in the form of a report is part of most workers' daily responsibilities, but many employees struggle with this – producing reports that are unorganized, wordy, overly formal or informal, and inconsistently formatted, resulting in unnecessary confusion and a loss of credibility. Put it in Writing helps employees create reports that are relevant, organized, credible, and professional no matter whether the message is intended to help improve work processes, resolve an issue, or encourage a decision. Participants are given the opportunity to apply the techniques and hone their skills through numerous individual and group writing activities.
If customers can’t find it, it doesn’t exist. Clearly list and describe the services you offer. Also, be sure to showcase a premium service. Conflict, change, and stress are a regular part of everyday organizational life. The key to employee survival is resilience, which is the ability to bounce back after adversity. Developing resilience requires a solid foundation and a flexible structure that won't crack or crumble under pressure. It requires self-esteem, connections with others, mental agility, and effective coping strategies. Give participants the tools they need to identify workplace stressors, end self-deprecating talk, build communicative workplace structures, and calmly deal with change. As a result, participants will be able to handle situations and maintain relationships with coworkers and clients and find greater happiness and satisfaction in day-to-day work life.
Having a big sale, on-site celebrity, or other event? Be sure to announce it so everybody knows and gets excited about it. In today's fast changing and competitive business world, business leaders are asking themselves how they can make the most of what they have. The answer lies in effective coaching. When you help employees reach certain goals by coaching them, you begin to turn your vision of high performance into reality. Coaching enables organizations to develop the potential of its sales team, retain its top performers, and multiply sales. This module, from the Selling Essentials Training Series, targets the skills sales managers need to be effective coaches throughout the selling process, from high-level planning in the early stages to tactical decision making later in the cycle.
Maintaining customer loyalty is key to a successful organization. Salespeople need to be able to gain, keep, and maintain relationships with their clients. The benefits to a successful client relationship include increased sales, customer satisfaction, and job satisfaction. This module, from the Selling Essentials Training Series, focuses on the skills salespeople need to cultivate relationships based on mutual trust and loyalty. Participants will learn strategies for handling customer complaints, how to create a customer satisfaction survey and capitalizing on the feedback and develop creative ideas for maintaining consistent communication with customers.
Ten seconds or less is how long the window of opportunity is open for salespeople to grab a client's attention. That's why it's important to arm them with the tools that enable them to be confident, sincere, engaging, and successful – before they make their next face-to-face sales call. Your salespeople need a framework of a successful first call which allows them to plan for and open the call with confidence. They also need to develop an agenda that resonates with the prospect's situation. This module, from the Selling Essentials Training Series, allows salespeople to establish themselves as experts, think on their feet, adapt to client expectations, and capture life- time clients.
Have you opened a new location, redesigned your shop, or added a new product or service? Don't keep it to yourself, let folks know. Successful salespeople know that preparation is key. From mastering product knowledge to understanding what the client wants and closing the sale, they always do their homework. But knowing what and how to prepare can't be left to trial and error. That's because developing the ability to see through the client's eyes, pinpoint their needs, think outside of the box, and deliver a convincing presentation takes time, training and practice. Selling Skills: Presenting Solutions, Overcoming Objections, and Closing the Sale, a module from the Selling Essentials Training Series, prepares your sales force to approach each sales call with skill, confidence and know-how.
Customers have questions, you have answers. Display the most frequently asked questions, so everybody benefits. Ask any sales professional about prospecting and most will tell you it's their least favorite thing to do. From figuring out how to develop a territory to finding qualified leads and making cold calls, it's enough to aggravate even the most seasoned people. Some even claim it's not within the realm of their responsibility. But prospecting is the vital first step in the sales cycle, and the key to success is preparation, practice, and confidence. This module from the Selling Essentials Training Series, gives salespeople at all levels the know-how to tackle prospecting, maintain a healthy pipeline, and grow their business.
Understanding the sales cycle is key to being able to succeed at selling. This module, from the Selling Essentials Training Series, provides a series of in- depth learning experiences aimed at transforming your sales force into true professionals who are prepped and ready for any challenge. This program requires individuals to take an active role in their learning with self-reflection and measurement, and then shifts the focus to the buyer with an exploration of customer-focused selling and decision-making patterns, and then provides action strategies and planning.
At one point in selling there is a time to shift the focus to the customer. Salespeople must keep the customer engaged, uncover their needs, learn their decision-making strategies, and know what not to say. They need to know what to ask and how to listen. This modules from the Selling Essentials Training Series, shows salespeople how to ask the right questions, avoid communication shutdowns, maximize business discussions, and learn valuable active listening skills that will move the customer relationship for- ward. They will be able to identify and implement proven strategies for listening and questioning clients about their business needs, strengthening sales and relationships.
In Servant Leadership, participants discover how to shape an environment of support where everyone feels a sense of value and purpose – and where, as a result, organizational success is bound to naturally transpire. It is broken into three segments of servant leadership: managing, motivating, and
mediating. Participants learn how to establish shared power in decision- making to encourage the growth, development, and well-being of individuals and teams. The program also explores compassionate collaboration as a means of resolving conflict that results in an atmosphere of trust and respect in the workplace.
Running a holiday sale or weekly special? Definitely promote it here to get customers excited about getting a sweet deal. No organization, no matter how conscientious, can completely prevent problems and mistakes all the time. The service recovery paradox occurs when a customer is more satisfied with a company after it has fixed a problem than if the problem had never happened—if the company resolves the situation in a way that exceeds the customer's expectation.
This program helps you recognize the benefits of seeking complaints and identify ways to anticipate and resolve potential service issues. It's appropriate for business professionals at every level who want to increase their ability to respond to service failures in a way that builds customer loyalty.
Have you opened a new location, redesigned your shop, or added a new product or service? Don't keep it to yourself, let folks know. The benefits of collaboration in the workplace include creative thinking, effective problem solving, increased productivity, and job satisfaction. But there's much more to collaboration than just working side-by-side with people. Successful collaboration requires a combination of the right situation, well-honed skills, and an open mindset. Skillful Collaboration is a soft-skills training program that helps employees make sense of collaboration at work. From setting common objectives, defining roles, and establishing processes to communication strategies, troubleshooting obstacles, and building networks, this program focuses on how to develop harmonious and productive working relationships.
Customers have questions, you have answers. Display the most frequently asked questions, so everybody benefits. Social media has become a successful medium for broadcasting messages, developing brand recognition, prospecting for clients, and recruiting employees. Unfortunately, without awareness of potential risks, proper training, and clear-cut guidelines, social media can get your organization into trouble like negative publicity or legalities. Social Media at Work: Reap the Rewards and Avoid the Risks is an on-trend social media training program that uses real-world examples, quizzes, and case studies. Participants will learn how a good social media plan can increase the visibility of the company by communicating its core vision, sharing its internal culture, and creating a positive dialogue between employees and customers.
In the business world, writing errors are far too common. Often, people don't plan out or review their writing, but taking the time to prepare an outline and carefully read over documents is an important step. It allows the writer to make corrections or clarify vague information that can otherwise cause an appearance of unprofessionalism or misunderstandings. Few
employees really love to write, but it is a necessary part of most jobs. By learning some tricks, people can actually spend less time writing and create a better document. This program provides the foundation for improving the eloquence and effectiveness of your writing in any business situation.
Today's workplace is anything but static and predictable. You can't avoid change, but you can control your response, and that response can have a profound effect on your own ability to succeed. Staying Focused is a program that shows participants how to handle change in a positive way so that they can make the most of the opportunities it may offer. A positive response will make you a more valuable employee, increase your skills and self-confidence, reduce your stress level, and help you advance your career. This program is appropriate for any business professionals who must con- front change at the individual, department, or organizational level.
Strategic plans are necessary for an organization. They help to focus energy and resources on the activities that align with long-term goals and they make an organization more responsive to a changing environment. However, while more than half of today's organizations will create a strategic plan, most fail to see it through. Strategic Planning 101 helps leaders outline a plan that is relevant to their organization's mission, vision, and values and helps them manage execution throughout the process. The program introduces a logical set of activities or tasks that are grouped into three phases: preparation, development, and implementation of the plan.
As a manager, overseeing employee performance is an essential part of the job. But it's more than just ensuring a timely schedule of operations and quality production. Organizations that surpass expectations with unmatched success ensure employees receive the necessary support, re- sources, and guidance to get the job done. Super Manager provides managers at all levels with the necessary know-how to help their employees grow in their abilities and motivate them to go above and beyond expectations. Participants will explore the qualities, behaviors, skills, and tools to help them become the manager everyone wants.
Being a supervisor means taking on a lot of responsibility. Leaders need to be able to delegate, discipline, move the company forward, and promote key workers. Therefore, if there is a disconnect between a supervisor and his or her employees, there is a huge cost to pay in productivity, team-building, and communication. Supervisor Communication Skills is a valuable tool that allows participants to learn the importance of assertive speaking – asking directly for what they need from others without being aggressive. They will discover techniques for holding others accountable while also creating and practicing the art of equitable compromise.
From production and marketing to customer service and fulfillment, organizations are made up of a series of interconnected parts. And while each function may appear to operate efficiently on its own, a change in one area can throw the whole system out of order, creating a chain reaction of problems. Systems thinking is a proactive problem- solving technique that examines the relationships between various organizational functions and how they impact each other. Systems Thinking: How to Solve Problems So They Stay Solved is a program that helps organizations find optimal solutions to complex challenges, improve innovation, and increase productivity.
Conflict is often an ongoing battle in an organization. It's not going to become obsolete anytime soon, but individuals can learn how to handle it maturely and collaboratively with insight, knowledge, and the proper skills. And better yet, organizations can actually benefit from conflict in the form of increased productivity and improved relationships – when it's managed successfully. Taking Control of Conflict: How to Resolve and Minimize Workplace Disputes introduces the different types of conflict, shows individuals how to communicate clearly and tactfully, explores appropriate resolution strategies, and establishes a common-sense approach for
preventing unnecessary conflict.
Initiative is important at work. Employee initiative can make a difference in many ways, including greater customer satisfaction, cost savings, new product ideas, and better problem-solving skills. Taking Initiative: How to Inspire a Proactive Company Culture allows participants to develop skills in the framework of a four-step model that can be used for initiative efforts of all shapes and sizes. They will focus specifically on how to create positive change from a large- scale perspective. Participants learn how to identify, develop, sell, and implement ideas that produce a wide-array of long-term company benefits.
Successful leaders know there's a significant difference between being a big talker and being an effective communicator. And they also know communication is the key to motivating and inspiring people. This half-day classroom training program that focuses on four key areas of leadership communication: Vision, Competence, Relationships, and Support. This interactive workshop is full of activities, action planning exercises, and takeaway resources. It’s a learning experience that empowers leaders with the skills and confidence to encourage enthusiasm, increase productivity, minimize miscommunication, and improve working relationships.
Organizations know that every one of their employees is valuable and con- tributes unique talents and experience to each project or task at hand. So when employees come together as a team, the end result is typically even greater success – but only when members understand how to work collaboratively. Team Excellence: The Secret to Achieving High Performance is the training resource that ensures teams achieve these outcomes. Participants discover techniques for effective communication, maximizing individual ability, and producing results. They also learn to create synergy, set goals, cultivate accountability, and coordinate effective team building activities.
Different workers have different organizational and time management practices – but good time management is always essential. Employees who can prevent interruptions experience less stress than those who seek them. Time management behaviors like goal setting and prioritizing have been proven to have positive effects because they make employees feel in control, leading to fewer anxieties and greater job satisfaction. Time Management is a full day program where you will learn how to increase your personal effectiveness by using management techniques that fit your personality. You will apply time-saving techniques, learn ways to overcome procrastination, and find out a variety of methods to living a balanced life.
There are no quick fixes to issues like employee performance, personality clashes, and conflict. Successful supervisors know it takes time to do what's best for the long-term success of the organization, its employees, and even themselves. The Toughest Supervisor Challenges gives both new and experienced managers the supervisory skills, tools, and techniques they need to evaluate every tough situation. They will learn the proper recourse to take with problem employees to resolve problems, create goals, work through personal issues, and mediate conflict. As a result, they will be better able to understand employees’ behavior and motives and react appropriately to them.
If customers can’t find it, it doesn’t exist. Clearly list and describe the services you offer. Also, be sure to showcase a premium service. Transformational leadership is an approach to leading others that causes
change in individual and social systems. In its ideal form, it creates valuable and positive change in the followers with the end goal of developing followers into leaders. The Transformational Leader will walk you through the four components to transformational leadership – calling, charisma, challenge, and caring – allowing you to develop the skills and techniques required to make a real difference at your workplace and to inspire others to work toward a shared vision of positive change.
Good writing skills are imperative in the workforce at every organizational level. Everyone’s job requires some form of written communication. Those who are able to communicate well in writing are an asset not only to them- selves but to their company, because clear, professional writing saves time, reflects positivity, and builds credibility.
This program focuses on giving you the knowledge and tools to make the writing process easier and more successful. You’ll learn how to plan and organize your message, as well as how to improve your writing to make it clear and concise. You’ll feel confident creating messages that engage the reader and get the results you want.
Are your customers raving about you on social media? Share their great stories to help turn potential customers into loyal ones. People from up to five different generations are working in today’s
workforce. Individuals in each generation have fundamentally different life experiences and influences than those in generations before or after them. These distinctive life experiences lead to differences in how we express values, in our sources of motivation, and in our preferences for communication. Help your participants gain a better understanding of the generations and how their unique experiences and expectations impact their view of the workplace. They will be able to identify the challenges and learn techniques that foster respectful communication and positive interaction with all groups.
In the workplace, some people get stuck overanalyzing all of their choices, and others swear by their intuition and have no data to back up how they arrived at a particular decision. To make a high-impact decision that is effective, practical, and successful, you should have a clear objective, gather and evaluate information in a structured way, avoid common decision traps, and use your intuition to confirm or question your decision. Why We Struggle with Tough Decisions will enhance your confidence and skill at making and implementing tough decisions. You will be able to put into practice various methods for collecting and evaluating information and recognize the most common traps that complicate tough decisions.
The reality of the glass ceiling is all too real. There exists a multitude of challenges preventing women from reaching higher level positions; including preconceived notions of a woman's working ability as it relates to a societal and organizational context and from an internal context – self-imposed barriers women place on themselves. Women and Leadership: Working Through Barriers and Biases identifies the specific challenges imposed on women in the workplace and provides an in-depth look at how they can combat these obstacles to maximize their strengths – helping not only women, but all professionals and organizations as they work to build the leadership skills of their employees.