LEADERSHIP TRAINING & MANAGEMENT DEVELOPMENT COURSES

Leadership Training Courses

Available in Spanish

1) Essential Skills of Leadership
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

Essential Skills of Leadership (ESL) is the first step to developing successful managers and team leaders. By focusing on three critical management skills, the program establishes a methodology for productive interactions between team members and team leaders. ESL helps experienced managers, new managers, and aspiring managers refocus on the basics – the skills required to manage the individual while also leading the team.

Course Objectives:

• Deal with your team members on a day-to-day basis in such a way as to maintain, and even enhance their self-esteem.

• Base your discussions about performance and work habits on your team members' behavior rather than their personalities or attitudes.

• Use effective listening techniques to increase your team members' motivation to perform at higher levels of productivity.

• Consistently encourage your team members to participate in setting goals, solving problems, and making decisions.

Purchase the Instructor Facilitator Kit

2) Essential Skills of Communicating
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

Essential Skills of Communicating (ESC) provides the tools necessary to develop clear, concise messages. Focusing on communication as a two-way process, the program can help even experienced managers improve their messages by making them clear, well organized and aimed at the needs and interests of the listener. By developing the essential skills of communicating, managers improve relations with their team members and increase productivity.

Course Objectives:

• See that communication is a two-way process. Construct clear, concise messages.

• Discriminate between a message that is clear and concise and one that is not.

• Create messages that are in the interest of the receiver.

• Make use of nonverbal factors to reinforce the intent of your message.

• Listen actively to improve communication.

• Use feedback as a primary tool in overcoming barriers to communication.

Purchase the Instructor Facilitator Kit

3) Developing Performance Goals and Standards
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

Developing goals and standards is critical. Do that by involving them from the start, negotiating goals, and standards that meet both the organizational needs and the needs of the person, and ensuring the goals and standards are SMART.  Listen, read, watch, then do and get feedback. Then practice with feedback again to really acquire the skills.

Course Objectives:

• Define goals, objectives and performance standards.

• Identify and set performance standards that are specific, measurable, attainable, results-oriented, and time-framed, using concrete active language.

• Establish time limits for all performance standards.

• Involve team members in creating their own individual performance standards.

• Negotiate with team members to develop effective S.M.A.R.T. -based performance standards.

• Monitor team members' progress toward their goals by holding individual review meetings.

Purchase the Instructor Facilitator Kit

4) Business Coaching Skills
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

Coaching Job Skills helps managers learn how to effectively coach and mentor individuals through a process of observation, analysis and communication. By carefully planning one-on-one discussions, managers can have the greatest impact and gain individual commitment to achieving results. Throughout the workshop, managers will review video presentations and case studies, participate in group discussions, practice new skills and receive immediate feedback. Managers leave the workshop with implementation tools, troubleshooting guides and additional resources to help them apply the skills they have learned on the job

Course Objectives:

• Understand the special nature of coaching. A one-on-one activity that involves showing a team member how to perform a task.

• Distinguish between performance problems that require coaching and those that can best be handled by clearer instructions or by other means.

• Understand the importance of observation and analysis before coaching a team member, since coaching, like all effective training activities, must be well thought-out and carefully planned.

• Involve the team member in the coaching process by asking questions and encouraging feedback.

• Establish effective controls by setting up a review. Most often, more than one coaching session is needed to improve performance.

Purchase the Instructor Facilitator Kit

5) Delegation
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

Delegating helps managers master the skills needed to effectively assign work to others. By clearly communicating expectations and encouraging participation and involvement, managers can use delegating to develop team members’ skills and abilities. Throughout the workshop, managers will review video presentations and case studies, participate in group discussions, practice new skills, and receive immediate feedback. Managers leave with implementation tools, troubleshooting guides and additional resources to help them apply the skills they have learned on the job.
 

Course Objectives:

• Understand the importance of effective delegation as well as the problems associated with the lack of delegating or delegating poorly.

• Communicate both the need for and the "why" of every delegated assignment and task.

• Use delegation as a powerful motivational tool.

• Improve your team members' skills and expand their horizons on the job.

• Encourage team member participation and involvement through proper delegating methods.

• Specify a team member's responsibility for a delegated task as well as establish a team member's authority for the task with those affected.

• Develop a plan to monitor progress through feedback and review.

Purchase the Instructor Facilitator Kit

6) Improving Work Habits
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

These skills are some of the most used. If you ever have people who show up late for work, have hygiene problems, refuse to wear safety equipment, have excessive absenteeism, leave for home early, etc., you need the specific skills to deal with these issues before they become a disciplinary problem or severely impact employee morale. Participants learn and practice the skills to simultaneously maintain and enhance their team member's self esteem, while dealing with these difficult situations effectively, getting the active participation of the team member in discussing both the problem and possible solutions, and finally in agreeing to a specific plan with time-lines in it.

Course objectives:

• Distinguishing between job performance and work habits.

• Understanding the importance of dealing with unsatisfactory work habits early, before they require disciplinary action.

• Explaining clearly and specifically to a team member the nature of his/her unsatisfactory work habits, focusing on behavior rather than personality or attitude.

• Involving the team member in the process of correcting the unsatisfactory behavior through an interactive process which maintains the team member's self-esteem.

• Increasing tem member accountability by getting team member commitment to a clear plan of action and by reviewing progress regularly.

Purchase the Instructor Facilitator Kit

7) Effective Discipline
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

This module provides the tools necessary to dramatically reduce problem behaviors. By involving team members in performance discussions and gaining their commitment to behavioral change, managers can turn a potentially negative interaction into a positive developmental step. Leaders develop the skills needed to address problem behavior while preserving the individual's self-respect. That encourages the best kind of discipline - self-discipline.

Course Objectives:

• Use techniques of positive discipline to reduce and redirect problem behavior by people who report to you.

• Communicate in terms of behavior rather than perception or opinions.

• Avoid getting entangled in personal areas that generate defensiveness and lead away from lasting solutions.

• Recognize how important team member participation is in defining problems and their solutions.

• Develop skills necessary to encourage meaningful participation.

• Conclude disciplinary interviews with plans that work toward improved performance.

• Issue formal warnings in keeping with your organization's policies.

• Develop plans for follow-up to make sure that the problem is resolved.

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8) Managing Complaints
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

Managing Complaints makes clear that when you really listen, you must do so in a way that is non-judgmental. That’s critical because what appears to be a minor issue to you may appear to the complaining employee to be a major problem. When you really problem-solve a complaint, you use specific techniques to identify the potentially serious issues, if any, that underlie the complaint. That’s also critical because many complaints that seem minor actually mask significant issues with broad productivity impact.

Course Objectives:

• Understand why all team member complaints must be dealt with rather than ignored or dismissed.

• Be more sensitive to all the problems-major or trivial, real or imagined-that can lie behind complaints.

• Understand techniques used to determine underlying problems, which are not always the same as those the team member thinks are responsible for his/her difficulties.

• Use various techniques to solve such problems while maintaining a positive relationship with the team member.

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9) Supporting Change
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

Every organization goes through change, and it sometimes seems that it comes more and more rapidly each year. Participants learn the specific skills necessary to deal with the fear and unsettlement of change, and to provide the necessary support to their team.

Course Objectives:

• View change and the anxiety it can cause team members as natural and inevitable parts of organizational life that can be dealt with through effective leadership.

• Understand the importance of planning change carefully, so as to give team members adequate time to provide input and accustom themselves to the change.

• Better assist your team members' adjustment to change by being well informed and by clearly explaining the reasons for change.

•  Involve team members in the process of change by encouraging them to ask questions and voice opinions and by responding fully and honestly.

• Ask your team members to make an effort to accommodate to the change.

• Follow up on the initial meeting to make sure the process of adjustment to the change is going forward.

Purchase the Instructor Facilitator Kit

10) Resolving Conflicts
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

When two team members are involved in a conflict, it can be disruptive to the entire organization. These specific skills depict a step by step process to defuse the anger and move toward joint collaboration in finding a solution.

Course Objectives:

• Distinguish between the two main causes of team member conflicts: Personality clashes and work structure problems.

• Be aware of the positive and negative byproducts of conflicts on the job.

• Accept conflict as an inevitable part of all work situations, one that must be dealt with, not ignored.

• Establish a cooperative atmosphere in which to resolve conflicts when they arise.

• Help team members involved in conflicts, to understand each other's point of view.

• Lead team members to agree on facts. Help team members to agree on a solution.

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11) Providing Performance Feedback
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

We all want to know how we’re doing. Even though we constantly self-evaluate our performance, we really can’t improve at our job unless someone else takes the time to point out the strengths and weaknesses in our work. Because they are fully aware of the performance level required of their team members, managers have the responsibility to put in place a process that will help improve performance and maintain good team relations.

Course Objectives:

• Base assessments on facts and behavior.

• Assess performance.

• Use positive performance feedback to encourage self-motivation of team members.

• Gain team member participation in assessment.

• Gain team member agreement with the assessment.

• Gain team member commitment to the change needed to improve performance.

Purchase the Instructor Facilitator Kit

12) Communicating Up
(Delivery Options Available: Classroom/Online)

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Take this online course for $49

To best carry out your management or supervisory responsibilities, you work hard to position and frame your communication whenever you meet with members of your team. By taking the time to plan and by thinking about the best approach for each team member, you ensure that your message will get though and drive the performance you’re after. Meeting with your manager requires similar preparation as well as the appropriate application of your communication skills.

Course Objectives:

• Understand the importance of framing all communication with your manager in terms of his/her self-interest.

• Enter meeting with your manager armed with a well-thought-out and clearly stated objective.

• Clearly link your objective with facts that support your plans and goals.

• Work with your manager to uncover any questions or reservations he/she may have concerning your message.

• Move conversations toward agreement using questions that focus on benefits to be gained when your objective is reached.

• Clearly and concisely restate the decisions that result from communication with your manager and insure that those decisions are mutually understood.

Purchase the Instructor Facilitator Kit

Winning Through Customer Service

(Delivery Options Available: Classroom/Online)

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Case Study

Curriculum

This program was developed to do what the title suggests: Win more business through excellent customer service. This sales and service program utilizes a variety of interactive training methods to target the skills, behaviors, and attitudes that have the greatest impact on understanding the customer and providing solutions. This unique approach allows you to customize your customer service training with both classroom and Internet-based training options. We show you how by giving you the instructions you need to “bridge” the mix. In addition, the program includes the identification of essential behavioral/communication styles that will help your representatives understand their customers’ individual styles and needs.

Course Objectives:

• Demonstrate professionalism on the job while building a proactive, problem-solving culture.

• Use essential communication skills in dealings with customers.

• Recognize characteristics of human behavioral style and opportunities to adapt to their personal style.

• Identify and utilize a structured process/model for conducting customer service transactions.

• Master strategies for dealing appropriately with difficult customer situations.

More Information

Hiring Winning Talent

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More Information

Successful hiring doesn't start with a job posting and end when a candidate has been selected. Successful hiring is a structured process that begins with a clear, well defined and justified definition of what capabilities a good candidate must have to be successful and it ends with ensuring the selected individual accepts the offer and joins the organization in a totally positive way.

Hiring Winning Talent provides the processes and tools required to master the art and science of identifying and winning great new employees - those that will perform in the top 20%. The 1-day workshop is designed for 6–18 participants. (Online version is 3-4 hours)

The workshop includes:

• Defining What You're Looking For - the position description, job competencies, and questioning strategies
• Planning the Interview –hiring strategy, sourcing, resume screening, the interview team, great reasons to work here
• Conducting the Interview – an appropriate climate, conducting the interview, responding to challenging interviewee questions
• Making the Selection – decision-making guidelines, evaluating candidates, communicating with candidates

More Information

Take one online course (Includes 12 month access & completion certificate)  See Course Outlines	$49 per course
Purchase any five online courses (Includes 12 month access & completion certificate)	$40 per course ($200)
Order all 12 Online courses. (Participant guidebook not included)  See Course Outlines	$35 per course ($420)
Participant Guides--Each course comes with its own work book	$39 plus shipping
Buy Instructor Facilitator Kits--Our kits provide you with all the training materials to teach the class yourself. (DVD/VHS, Handouts, Tests etc)  More Information	$550
Preview an instructor facilitator kit for 20 days (If you decide to purchase the kit, the $50 will be deducted from the total.)	$50
Buy all 12 Facilitators Kits--Save $1625 and get all 12 kits for $4975	$4975

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