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Addressing Emotions at Work™
Emotions are as much a part of the workplace as the air we breathe. Happiness, surprise, frustration, anger— they are all there and more. Emotions play a role in the choices we make and actions we take. Directed emotions can motivate, inspire, and add positive intensity to our work. When strong emotions leave our control, or “run away,” our personal productivity and the productivity of others suffers. Key relationships in our network are damaged, making it even harder to maintain necessary focus. Individuals who take the initiative to stay on top of their own emotional reactions and help others to do the same have a positive impact on productivity, relationships, the overall atmosphere of the workplace, and their personal well-being.
Building Trust (4 hours)
Broken promises. Failed teams. Stalled initiatives. Sagging morale. These are just some of the destructive consequences of a lack of workplace trust. Trust is the responsibility of each individual --- no exceptions. When it's there, you feel it. In a trusting environment, you see more teamwork, partnering, and productivity. This module gives you hands-on, proven strategies for building trust in the workplace. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Business Etiquette Over the Telephone (3 hours)
The telephone is the first contact that potential customers have with a business. The way a phone is answered will have a significant impact on a customer's opinion of an organization. Participants will learn to provide excellent customer service over the telephone by demonstrating proper telephone techniques, which include proper listening, using positive language, mirroring different communication styles, and appropriately using voice mail. Basic rules and telephone techniques will also be covered in this course.
Business Writing (4 hours)
Participants gain improved letter, memo and report writing skills, including e-mail etiquette using work-related communication. Includes opportunities for individual feedback.
Communicating and Listening (4 hours)
When people in your organization are communicating effectively, they are informed and able to participate, contribute, and add value to their jobs and the organization. This course is designed to equip employees with the skills they need to communicate clearly and listen carefully. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Communication in the Workplace (6 hours)
Communication in the workplace is possibly the most critical skill for both personal and company success. Whether the communication is spoken or written, the value of “getting your message across” is more important today than ever before. “Communication in the Workplace” addresses all of these issues. Topics include how to make a presentation, how to write a memorandum, how to send an e-mail and how to format and write a business letter.
Communicating with Others (4 hours)
Research shows that people screen out or misinterpret 70% of the messages to which they are exposed. That can cost your organization time, productivity, and money. This interactive skill practice module helps participants understand the impact of effective interaction skills. It teaches them to recognize and overcome communication barriers and interact effectively with others. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Defusing Emotionally Charged Situations (2 hours)
Frequent changes, tight deadlines, unresolved issues, personality conflicts and issues from home all can make the workplace a pressure-cooker where emotions get out of control—affecting both performance and relationships. To succeed at work, employees need to understand what tends to set them off and possess skills for cooling down tense situations. This module helps participants explore the consequences—for themselves and others—of allowing emotion to get the better of them. They then work together to identify their individual “hot buttons” and develop appropriate coping strategies. They also consider and apply guidelines for handling others who may be out of control emotionally, and for moving the conversation
toward calm, rational problem solving. Participants come up with their own reminders of key techniques
and plan later application of the skills they’ve learned.
Feedback Fundamentals (4 hours)
Feedback isn't criticism! Once people understand that feedback is valuable, usable information, real performance improvement begins. This course helps employees use feedback to enhance their job performance and ensure their success. The module emphasizes seeing feedback as objective information about performance that can help the way they work. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Getting the Information You Need (2 hours)
When taking on a new assignment or learning a new task, employees must actively seek out the information they need to succeed. Given the pace of many work settings, however, that can be a challenging task. This module centers on a fourstep process for identifying gaps in knowledge, asking focused questions, encouraging others to share information, and checking their own understanding of what they hear. Participants identify situations to apply the process, consider the potential impact of their questions, practice the process in a range of situations, and plan for later application of the process. Overall, the module helps participants gain skill and confidence in asking for and verifying the information they need to
succeed at work.
Identifying Work Priorities and Setting Verifiable Goals (4 hours)
Today’s managers and individual contributors often take on many different cross-functional, projectrelated,
short and long-term tasks, activities, and responsibilities. And the work often comes from many sources. As a result, both managers and individual contributors need to step in from time to time and ask themselves two questions: What should my high-priority responsibilities be right now? How will I, and others, know how well I’m performing? This module consists of two closely related processes. The first helps people prioritize
their work according to key results the organization is trying to achieve. The second helps formulate clear goals that have high payoffs for the organization and use objective terms that support verification of results.
Influencing Others (4 hours)
Flattened, high-involvement organizations increasingly rely on team members and individual contributors to lead various initiatives. Often these employees need to influence people over whom they have no formal authority. Their skill at influencing others often determines the success or failure of their efforts. This course helps participants create and follow a plan for influencing others. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Interaction Skills for Success (4 hours)
Did you know that everyone has two kinds of needs during any interaction --- personal and practical? Improving people's interaction skills will improve the way your workforce thinks and acts. This module presents the basics on how to work well together, reduce wasted time, lessen conflict, and influence interactions in a positive way. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Investing in Your Learning (4 hours)
Organizations need all employees to contribute to bottom-line organizational performance. One of the most direct ways employees can do so is by continuously learning and renewing their skills. The payoff for individuals is greater career success, job satisfaction, and a higher level of employability. The organization, in turn, becomes more competitive and agile. This course develops employees into lifelong learners to help increase their level of performance. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Making Effective Decisions (4 hours)
In today's flatter organizations, employees who can make sound decisions quickly have the power to significantly reduce their organization's costs and enhance competitiveness. This module helps employees master a systematic approach to making better and faster decisions that will result in more effective performance. (Techniques for a High-Performance Workforce – Getting Business Results)
Managing Life Outside Work: Handling Emergencies and Resisting Temptations (2 hours)
Many employees find it difficult to be effective at work—or even go to work—when outside emergencies and needs intervene. To succeed long-term in their jobs, they need practical strategies for handling likely outside emergencies that may prevent them from going to work and for resisting the many possible temptations to skip work. This module helps participants cope with a range of issues and events that can make it hard for
them to meet an employer’s minimum requirements. Participants begin by identifying the emergencies (e.g., a car problem) and temptations (e.g., a day at the beach) they may encounter. They then learn and apply a four-step process for developing emergency plans, and a five-step process for resisting (and rewarding themselves for resisting) common temptations to “call in sick” or just not show up.
Managing Your Priorities (4 hours)
As work grows more fast-paced and demanding, people need skills that help them shift gears smoothly and handle competing priorities. They need to communicate effectively to master the complex interactions and hand-offs required for work. This unit helps participants build strong, supportive work relationships that increase overall productivity, even when shifting priorities are a daily reality. (Learning to Lead)
Personal Empowerment: Taking Initiative (5 hours)
If people see empowerment as something that is given to them, they will miss out on opportunities to take responsibility for action, or to take initiative to solve problems, improve processes, and give your company a competitive edge. This module seeks to change the mindset that empowerment is something that is given. It helps employees see that they can and should look for improvement opportunities. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Personal Financial Management (6 hours)
This workshop will give the participant the tools to plan for and manage their personal finances, including developing strategies to reduce debt & spending and preparing for the financial "unexpected".
Powerful Presentations (8 hours)
Participants learn the critical elements of a successful presentation and how to organize information to enhance audience understanding. They also learn the keys to developing and preparing effective visual aids. Participants are videotaped, receive private feedback and identify areas for self-improvement.
Project Management (4 hours)
The focus of the workshop is on problem solving and project management, with an emphasis on defining desired outcomes, identification of key stakeholders – both internal and external – defining critical paths for mapping outcomes, identification of resources (both human and capital) in order to reach objectives. Timelines are defined and barriers identified with the use of a project planner. Problem solving will build on identification of barriers and the techniques for dealing with those barriers.
Respect and Responsibility in the Workplace (4 hours)
Course Objectives include: How to lay the groundwork for R&R; Building trust; Expecting and giving our best; Talking to each (includes maintaining esteem, getting what you want done, coaching respectfully); Listening to each other; Living up to your responsibilities; Professionalism in the workplace; Title VII harassment defined; Title VII behavior defined (quid pro quo and hostile work environment) and why it happens; How to prevent harassment; Strategies for if you're harassed; Working through strategies on harassment cases.
(Employee and Management versions available)
The 7 Habits of Highly Effective People® (20 hours)
The principles taught in The 7 Habits of Highly Effective People—the national best seller by Dr. Stephen R. Covey, founder and chairman of Franklin Covey Co., are brought to life in this powerful workshop. It has helped transform thousands of organizations throughout the world by transforming the people they depend on.
Speaking with Confidence (2 hours)
Expressing themselves clearly at work is a task many employees find challenging, whether in dayto-day interactions, during a meeting, or with someone in a position of authority. Even so, the ability to speak confidently is vital for success at work. In addition, many organizations today ask employees to express their opinions, make suggestions, and present ideas. The four-step process in this module helps participants prepare and deliver a clear message. The module includes practical tips on overall organization and presentation, and helps participants look at the information from the listener’s point of view. Through multiple practice opportunities, participants gain the confidence and skills to speak out in ways that help them achieve positive results through a positive impact on their listeners.
Stress Management (4 hours)
Participants examine sources of stress and discover methods to reduce the effects that stress can have on performance and quality of life.
Supporting Others (4 hours)
When coworkers support one another, things get done. And as they help one another succeed, they create an environment in which people feel comfortable trying new things --- be it how to improve customer loyalty or increase productivity. They create a learning environment in which experience is transformed into support. In this module, participants learn why supporting one another at work is important and how it can be done to ensure the success of everyone involved --- the employees, their coworkers, an the organization. (Techniques for a High-Performance Workforce - Group Effectiveness)
Taking Charge of Your Development (5 hours)
Retaining high-caliber employees is a pressing problem facing businesses today. Surprisingly, lack of professional growth often beats compensation as a reason why employees are leaving. This course enables employees to initiate, create, and execute their own development plans with their leader. Having employees who continuously learn and improve skills enables your company to quickly adapt to and capitalize on opportunities. (Techniques for a High-Performance Workforce - Personal Effectiveness)
Time Management (4 hours)
Participants learn practical ways to manage time using goal setting, proper scheduling, quick “in-box” processing, and procrastination avoidance.
Training Others (4 hours)
Cross-training can evoke fear and even anger. People fear they will have to do another job they don't like. They worry about how they will juggle their present job with training others. And they may feel their own job is in jeopardy. This course gives employees the skills they need to effectively help others prepare for new tasks and responsibilities. The course also will help build employee commitment to and understanding of the importance of training to your organization. (Techniques for a High-Performance Workforce - Group Effectiveness)
Valuing Differences (4 hours)
Everyone looks at things in a unique way. Today, the companies with the greatest competitive advantage are those that can make the most of their people's diverse abilities. This course gives people effective tools for appreciating others' unique perspectives, understanding people's inherent differences, and collaborating in a mutually beneficial way.
What it Takes to Succeed: The Basic Principles(2 hours)
To succeed in today’s changing workplace, every employee needs a firm foundation for communicating with managers and coworkers, and a clear understanding of workplace norms, and expected attitudes and behaviors. What it Takes to Succeed: The Basic Principles addresses the basics of success in the workplace: minimal expectations (including appropriate dress, regular attendance, and other aspects of a strong work
ethic) as well as broad guidelines for day-to-day interactions with others.
Your Money Matters (25 hours)
This program will take you step-by-step through the personal financial planning process. Topics covered include: The Need; Goal Setting; Types of Retirement Plans; The Rules of the Retirement Plan Game; Investment Options Inside Retirement Plans; Risk Management Impacts Investment Options; and Wills, Trusts and Important Documents.