Taking Responsibility:
Learn how to be proactive, not reactive.

"Claim ownership" of the results of your life and learn to see choices available in each circumstance and situation. Experience the power and personal effectiveness that come from owning responsibility.

In this session you will:

• Learn the meaning and nature of personal responsibility.
• Understand how you avoid taking responsibility for yourself.
• Assess your willingness to accept personal responsibility.
• See the choices available in your life.
• "Claim ownership" for the results of your life.
• Understand the power and freedom that comes from accepting responsibility.

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Effective Communication

Improve interpersonal communication skills and learn tools to collaborate, make decisions, and solve problems more effectively.  Improve relationships by practicing a powerful model of two-way communication to ensure that people establish mutual understanding before taking action.

In this session you will learn:

• How people's perceptions and viewpoints differ.
• The basics of face-to-face communication.
• The difference between one-way and two-way communication.
• To understand the skill of listening.
• To improve active listening skills.

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Effective Supervisory Skills

Supervisors and managers play a key role in any organization.  They are responsible for creating a link between upper management and front-line employees.  Supervisors and managers must be able to communicate top leadership's vision to their team members and help employees understand their role in accomplishing that vision.

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Customer Service Excellence:
A Strategic Advantage

In reality, goods and services are not sold, they are purchased by customers. Leaders in today’s rapidly changing business world have determined that catchy advertising campaigns have limited value. Whether it is a business, a professional practice, a health care facility or a government agency, success comes to organizations that are passionate about their customers.

In this session you will:

• Define a vision of customer service and assess your customer service orientation.
• Identify customer expectations.
• Learn the difference between customer satisfaction and customer loyalty.
• Track a cycle of service.
• Learn strategies for dealing with difficult customers.
• Identify priorities and develop an action plan for customer service improvement.

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Time Management

Time management has a direct link to the bottom line of any company. Effective time management is essential to success. The most successful organizations in the 21st century require employees to be effective time managers who know how to set and reach goals based on the organization’s vision, mission and values.

In this session you will:

• Explore how you are currently using your time.
• Identify the barriers which keep you from managing your time more effectively.
• Explore the difference between the important and the urgent, and how to schedule time for the important.
• Learn how to set professional goals to guide your use of time.
• Explore systematic approaches to managing daily events.

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Empowering Employees

Designed to provide leaders with tools and skills to change their behavior from the traditional practices of controlling and directing to coaching, facilitating, and empowering. 

In this session you will learn:

• The difference between commitment and compliance motivation.
• How leadership changes to create commitment.
• The four principles of empowerment.
• A matrix for identifying what people need in order to be empowered.
• A dialogue to transfer power to others.
• A model of situational leadership.

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Setting Performance Expectations

High performing organizations require more - not less- from their employees. Learn to set performance expectations and then confront behavior that fails to meet those expectations.

In this session you will:

• Learn to confront behavior that fails to meet your expectations
• Understand the importance of discipline and conformity in building trust
• Develop a set of non-negotiables for those whom you lead.
• Practice the skill of harnessing harmful behavior.
• Apply the skill to back-home situations.

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Giving and Receiving Feedback

The intent of feedback is to help, not hurt others and is one of the most important skills to master in interpersonal relations. It is through effective feedback that we have the greatest opportunity to improve.

In this session you will:

• Learn what feedback is.
• Discover how open or closed you are to giving and receiving feedback.
• Learn to give effective feedback to others.
• Learn how to receive effective feedback from others.
• Practice giving and receiving live feedback from team members.

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Time Management

Time management has a direct link to the bottom line of any company. Effective time management is essential to success. The most successful organizations in the 21st century require employees to be effective time managers who know how to set and reach goals based on the organization’s vision, mission and values.

In this session you will:

• Explore how you are currently using your time.
• Identify the barriers which keep you from managing your time more effectively.
• Explore the difference between the important and the urgent, and how to schedule time for the important.
• Learn how to set professional goals to guide your use of time.
• Explore systematic approaches to managing daily events.

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Building Trust

When trust is absent, relationships are characterized by an adversarial attitude: me
vs.you; us vs. them. Rather than goodwill, there are deep and hidden animosities. Respect is lost and our performance is compromised as our energies go into manipulation and protection rather than working
together.

In this session you will learn:

• The consequences of win-lose and win-win strategies.
• How to achieve win-win relationships.How to improve trust.
• How to identify the biggest organizational trust issues.
• How to set personal goals for improving trust.

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Group Dynamics

In this session you will:

• Learn what group dynamics are.
• Experience and discuss group dynamics in action.
• Explore group process and shared leadership.
• Determine what you can do personally to improve group process skills.
• Rate your team's group process.
• Identify how your team will improve its group process.

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Conflict Resolution

Strong leaders in today's fast-paced business world realize that they must effectively manage the conflict that occurs among their employees. Learn the foundation for dealing with and working through conflict. Managers need to have the essential knowledge about causes of conflict, types of difficult people and strategies for preventing and managing
conflict with them.

In this session you will:

• Learn a definition of unhealthy conflict and how to keep from crossing over into it.
• Learn about five different conflict management styles.
• Use a model to help you choose how to respond to potential conflict situations.
• Assess which conflict styles you most often use.
• Practice a three-step model for resolving conflicts.
• Decide how you want to modify your conflict style and how you will better handle your current conflicts.

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Goal Setting and Keeping Score

In order to determine where you want or need to be you need to have clearly defined and attainable  goals.  Once those goals have been clearly communicated it is equally important to be able to measure their achievement.  

"What you measure is what you get." Robert Kaplan and David Norton, Harvard Business Review

In this session you will learn to:

• Understand the importance of setting goals and tracking your performance.
• Learn the building blocks of score keeping.
• Establish metrics in each of your key result areas.
• Assess your current performance.
• Set goals in each of your key result areas.
• Evaluate your feedback system.

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