A D M I N I S T R A T I V E   S K I L L S

Effective Administrative Practices:
  This 3-hour course will enable participants to improve their efficiency and productivity as administrative professionals.  Topics to be covered include working well with others, creating standardized, systematic approaches to common tasks, and presenting solutions rather than problems.

Projecting Professionalism:
  This 3-hour workshop will assist participants in presenting a more professional image.  The elements of professionalism, including appearance, communication style, attitude, and work ethic, will be discussed.  Strategies for overcoming flaws will also be presented.

C O M M U N I C A T I O N

Active Listening:  This 3-hour workshop is designed to assist participants in using active listening to improve their work interactions.  Non-verbal communications, paying full attention, and using feedback to check understanding will be covered.

Becoming a Better Communicator in Business:  This 7-hour workshop is designed to assist participants in building professional oral and written communication skills.  We will explore the various learning styles and how they translate into diverse communication styles.  By comparing and contrasting the various types of communication, we will learn how to understand those around us and make sure we are understood.  Active listening and the importance of non-verbal cues will be discussed.  The afternoon will be dedicated to written communications.  Grammar, punctuation, and proofreading will be covered.  In addition, participants will learn how to plan their writing to make sure the intended message is conveyed, and where to go for help when needed.  Email communications, including etiquette, format, and content will be discussed.

Business Writing Basics for Professionals:  This 7-hour workshop is designed to assist participants in writing succinctly, clearly and professionally.  Topics covered include grammar, commonly misspelled words, punctuation, targeting the correct audience, and proofreading.  Numerous worksheets will be used to both assess the participants’ current level of knowledge and to provide the opportunity for rote practice of important concepts.  Each participant will be given a notebook reminding them of common grammar, spelling, and punctuation errors and how to correct them.  In addition, a reference sheet listing online reference sites will be included.

Business Writing That Gets Results:  This 3-hour workshop is designed to improve participants’ business writing skills.  Grammar, punctuation, and proofreading will be covered.  In addition, participants will learn how to plan their writing to make sure the intended message is conveyed, and where to go for help when needed. 

Can We Talk?  This 3-hour class will assist employees in communicating with each other and their clients.  In "Can We Talk", we will explore the various learning styles and how they translate into diverse communication styles.  By comparing and contrasting the various types of communication, we will learn how to understand those around us and make sure we are understood.  Using different types of communication interactions including effective feedback, we will teach others to be good communicators as well.

Communication Skills for Managers and Supervisors:
 This 6-hour course will enable managers and supervisors to use good communication skills to influence others, convey authority and enhance collaboration.

Delivering Effective Feedback:  This 3-hour workshop will build on existing competencies for supervisory participants.  Topics covered will include investing in employees through feedback, the importance of positive, specific feedback, writing developmental plans, and continuous coaching.

Effective Feedback and Difficult Conversations:  This 8-hour workshop will build on existing competencies for supervisory participants.  Topics covered will include investing in employees through feedback, the importance of positive, specific feedback, metric development & score-carding, writing SMART goals, writing developmental plans, and continuous coaching.

Email:  Etiquette and So Much More!  This 8-hour workshop explores the topic of e-mail communications, including etiquette, format, and content.  Participants will be taught how to assess their reading audience, design their content based on the desired outcome, and use general business writing skills to write and edit their content.

Grammar and Proofreading:   This 3-hour workshop is designed to assist participants in writing succinctly, clearly and professionally.  Topics covered include grammar, commonly misspelled words, punctuation, and proofreading.  Numerous worksheets will be used to both assess the participants’ current level of knowledge and to provide the opportunity for rote practice of important concepts.  Each participant will be given a notebook reminding them of common grammar, spelling, and punctuation errors and how to correct them.  In addition, a reference sheet listing online reference sites will be included.

Professional Communications:  This 6-hour workshop will assist participants in presenting a more professional image.  The elements of professionalism, including appearance, communication style, attitude, and work ethic, will be discussed.  Strategies for overcoming flaws will also be presented.  Negotiating and influencing skills will also be covered.

Technical Writing:  This 3-day (21-hour) course will assist participants in learning how to write clear, concise technical documents.  Skills such as critical thinking, creative problem solving, stakeholder analysis, purpose analysis, document elements, research strategies, prewriting techniques, drafting, and editing will be covered.  Basic writing conventions, formatting, and readability will be emphasized.

C O N F L I C T

Basics of Conflict Management:  This 7-hour course will enable participants to effectively manage and resolve conflicts.  Active listening, finding common ground, emotional intelligence, and maintaining neutrality with empathy statements will be covered, as will common mediation strategies.

Conflict Resolution Introduction:  This 1.5- hour workshop will introduce participants to the skills required for conflict resolution.  Finding common ground, keeping emotions in check, and remaining neutral with empathy statements will be covered.  The importance of active listening will also be covered.

Advanced Conflict Management:  This 14-hour course will enable participants to effectively manage and resolve conflicts.  Active listening, finding common ground, emotional intelligence, and maintaining neutrality with empathy statements will be covered on day one, as will common mediation strategies.  Day two will cover assertiveness and the fundamentals of mediation.

C O R E   S K I L L S

Creating Success through Strategic Partnerships:  This 3-hour workshop will help participants identify strategic partnership opportunities, cultivate these partnerships, and maintain the relationships to assure continued success.  Discussion topics include defining the other person’s “what’s in it for me” and matching strengths to vulnerabilities.

Critical Thinking and Creative Problem Solving:  This 2-day (14-hour) course will assist participants in learning how to enhance their understanding of topics by applying the skills of critical thinking and creative problem solving.  Deductive and inductive reasoning, logic, and analytical models will be covered.

Delegation:  This 90-minute workshop assists participants in knowing when and why it is appropriate to delegate certain responsibilities.  Clear communication of goals and constraints is covered, as is determining which level of authority is most appropriate for each delegated task.

Let’s Get Creative about Problem Solving:  This 3-hour workshop will enhance the creativity of participants by showing them ways to identify problems, use divergent activities to craft solutions, and use convergent activities to choose the best solution given the circumstances.  Also covered will be ways in which managers can encourage creative problem solving.  Interactive elements include many small group activities and demonstrations.  The course will conclude with a small group activity presenting a problem to be solved using the concepts presented.

The Art and Science of Negotiation:  This 3.5-hour course will enable participants to be more effective negotiators by helping them identify their positions and interests, their opponents, and the adversarial tactics which are sometimes used during negotiations.  The course concludes with a role-play negotiation which allows every participant to practice the skills presented in class.

Thinking Strategically To Drive Success:  This 3-hour course will introduce the concept of strategic planning as a competitive advantage. Participants will learn how to identify situations where a strategic plan can be of benefit, and how to devise a strategic plan.  The workshop will conclude with participants drawing up a strategic plan to address one issue in their professional lives which can benefit from the process.                                                                                                                

C U S T O M E R   S E R V I C E

Dealing with Difficult People:
  This 6-hour workshop will assist participants in developing skills designed to help them lead and influence others.  Topics to be considered include team-building basics, diversity, learning styles, communication skills, and trust-building.

Delivering Excellence in Customer Service:  This 3-hour workshop will focus participants on the elements of extraordinary customer service.  Students will discover the importance of taking a personal interest in clients, giving more than expected and presenting solutions rather than problems.  They will also learn how to handle complaints in a way that strengthens customer loyalty and how to deal with aggressive customers.   (This course is often paired with 3 hours of creative problem solving to empower frontline service providers to more effectively solve customer complaints.)                                 

D I V E R S I T Y

Celebrating Diversity:  This 3-hour workshop will aid participants in learning about elements of diversity, discussing the dangers of stereotyping, and assessing their own cultural assumptions.  Strategies for learning to appreciate cultural differences will also be covered.

Celebrating Diversity as a Supervisor:  This four-hour interactive workshop will present supervisory personnel with reasons why diversity is important and help them develop positive strategies for inclusion.  Participants will learn about elements of diversity, discuss the dangers of stereotyping, and assess their own cultural assumptions.  Strategies for learning to recognize bias and appreciate cultural differences will also be covered.

Equity and Empowerment:  This 6-hour workshop will focus on developing critical thinking skills related to race and culture.  The historical context of racial inequity will be discussed, as will policies and practices that have contributed to the problem and those that are ameliorating the problem.

Managing Millennials:
  This 4-hour workshop will help participants identify the stereotypes, and misconceptions they may hold of each of three generational groups:  Baby Boomers, Gen X, and Millennials.  The characteristics, strengths, and weaknesses of each group will be discussed, as will strategies which can be used to effectively manage members of the millennial group.

Multi-Generational Diversity ~ The ABCs of Generations XYZ:
  This 3-hour workshop will help participants identify the stereotypes, and misconceptions they may hold of each of three generational groups:  Baby Boomers, Gen X, and Gen Y / Millennials.  The characteristics, strengths, and weaknesses of each group will be discussed, as will strategies which can be used to effectively engage members of each group.

Sexual Harassment:  This 2-hour workshop reviews the laws regarding sexual harassment with employees from all levels of an organization.  Prohibited actions, words, and behaviors are discussed and demonstrated.  Role plays and case studies are used to illustrate the concepts.      

M A N A G E M E N T   &   L E A D E R S H I P

Conduct and Performance Management (Federal Law):  This 2-day workshop will include an overview of performance management, a review of applicable regulations including 5 CFR parts 432 and 752, Douglas factors, Weingarten rights, and DPR Chapter 430, identification and documentation of conduct and performance problems, “wrong” vs. “different”, coaching and remediating behavior, and diversity considerations.

Leadership Development Program (One week course):  This 35-hour course will be presented over the course of five consecutive days.  A 360-degree leadership assessment tool is given to participants prior to the start of the program and is repeated six months later.  Modules include Communication Skills, Diversity and a Respectful Workplace, Strategic Thinking, Team-building, Conflict Management, Project Management, Creative Problem Solving, Interviewing and On-Boarding, Emotional Intelligence, Scorecarding and Performance Management, and Customer Service.  The week ends with a graduation ceremony and reception.

Leadership Development Program (Year-Long):   Although the courses for this option are essentially the same as for the one-week course, the workshops are spread out over the course of a year.  This option also includes a capstone project which allows participants to demonstrate the application of their new knowledge to the workplace.  The year-long option is suggested for a cohort group that will remain the same throughout the program, while the one-week option may be more appropriate for groups that will have fluid membership.  The advantages of the year-long option are as follows:

  • Participants have time between the workshops to digest the information presented and to implement the techniques discussed.
  • Homework is given between the modules, allowing participants to prepare for the workshops and develop a deeper understanding of the topics.
  • During month one, instructor meets with each participant face-to-face to review individual leadership assessment results and to set individual goals for the program year.  The participant’s manager may be included in the meeting, if desired.

The key disadvantage is that costs may become prohibitive.

Managing Through Transitions:  This 6-hour workshop will enable participants to more effectively manage organizational changes.  Motivation, execution, and employee buy-in will be covered.

Managing Performance with Strengths-Based SMART Goals and Continuous Coaching:  This 3-hour workshop is designed to assist managers in building accountability into their work groups.  The discussion will include SMART goal writing, avoiding favoritism and retaliation complaints, and continuous coaching vs. annual performance reviews.

Scorecarding:  Designing Metrics Aligned with Goals and Desired Outcomes:  This 4-hour course will introduce the practice of tracking and continuously coaching employees using metrics that are aligned with company and departmental goals.  Using continuous coaching eliminates the stress and surprise attacks associated with year-end reviews, allowing both supervisor and team member to fix problems while they are small, rather than waiting until review time.

Strengths-Based SMART Goal Writing:  This 1.5-hour workshop is designed to assist managers in building accountability into their work groups by writing SMART goals writing.  Participants will be encouraged to assign tasks and goals based on a strengths-based model.

The Effective Manager:  This 7-hour course will present best practices for management, including tools and techniques useful to maximizing production, building strong relationships, and managing conflict.  Trust-building, delegation, team-building, resource allocation, and conflict management will be covered.

Today’s Business Manager:  This 22-hour workshop is presented in modules, any of which can be offered as a stand-alone seminar.  Workshops include:

  • Coaching Skills (4 hours)
  • Competitive and Collaborative Climate (2 hours)
  • Characteristics of Organizational Effectiveness (2 hours)
  • Effective Management Techniques (3.5 hours)
  • Functions of Management (2 hours)
  • Identifying Individual Leadership Styles (2 hours)
  • Interpersonal Problem Solving (2 hours)
  • Management vs. Leadership (1.5 hours)
  • Managing Agreements (1 hour)
  • Motivating Employees (2 hours)
  • The Manager’s Role (2 hours)


P E R S O N A L   D E V E L O P M E N T

Assertiveness Training ~ Standing up for Yourself in the Workplace:  This 3-hour workshop will help participants learn how to be more assertive without being aggressive.  Several techniques for building assertiveness such as knowing the facts, anticipating responses, practicing responses, and preparedness, will be discussed.

Basics of Time Management:  This 3-hour workshop is designed to assist participants in managing their time to more effectively and efficiently complete projects.  The impact of time management on stress levels will be discussed, as will the reason why stress is harmful.  Major time management strategies such as delegation, prioritization, and standardization will be covered, as will miscellaneous topics such as limiting distractions, getting started, and list-making.

Building Trusting Relationships:  In this 2-hour workshop, participants will learn about encouraging engagement, barriers to trust-building, and collaborative vs. command/control coaching styles.  The dos and don’ts of trust-building will be discussed, as will trust-building communication practices and specific, positive feedback. 

Conquering Stress and Time Pressures:  This 3-hour course will teach participants about stress and time management.  Topics will include identifying stress triggers, the problem with chronic stress, and coping skills for stress management.  The second half of the seminar focuses on time management skills, which are intrinsically linked to stress management.

Emotional Intelligence ~ Putting Your Feelings to Work for You:  This 3-hour workshop will introduce participants to the topic of emotional intelligence.  A self-assessment will enable workshop participants to evaluate their own level of emotional intelligence.  Participants will also learn why emotional intelligence is important and what they can do to improve their level of emotional intelligence, as well as how to apply this concept to their work and home lives. 

Ethics:  This 3-hour workshop will introduce participants to the topic of business ethics.  After completing a self-assessment that indicates their own personal level of ethics, students will participate in guided discussions on the differences between ethics, values and the law, the black / white / grey nature of ethical dilemmas, and the effect the potential for personal gain has on making ethical decisions.  Case studies and a board game on ethics will conclude the module.

Influencing Others:  This 5-hour workshop will assist non-supervisors in developing skills designed to help them lead and influence others when no supervisory relationship exists.  Topics to be considered include diversity, learning styles, communication skills, trust-building, and team-building.

Stress and Time Management:  This 7-hour workshop is designed to assist participants in managing their time to more effectively and efficiently complete projects.  The impact of time management on stress levels will be discussed, as will the reason why stress is harmful.  Major time management strategies such as delegation, prioritization, and standardization will be covered, as will miscellaneous topics such as limiting distractions, getting started, and list-making.                             

S A F E T Y

Defensive Driving for Professionals:  This 3-hour workshop will focus employees on five driving strategies that will help keep them accident free.  For any company that employs drivers, this course will help reduce the emotional, physical, and equipment costs associated with traffic crashes.  Graduates of the course may be able to qualify for a reduction in their personal vehicle insurance rates.

Keeping Your Employees Safe:  This 6-hour workshop for non-safety professionals presents safety from a human performance perspective.  Major topics include being aware of changing circumstances, providing adequate barriers to injury, taking time-outs to review, and watching out for common errors.  In addition, the four most prevalent sources of injury will be reviewed, including ways to mitigate risk.

Preventing Workplace Violence:  This 3-hour workshop will enable participants to apply techniques such as Bystander Intervention to bullying situations which can lead to workplace violence.  Participants will learn how to identify behaviors that may be precursors to violence and to protect themselves from becoming victims.

Taking Back the Night ~ Protecting Young Women from Sexual Violence:  This 3-hour class will help to educate participants on how to protect women from sexual violence and assault.  Topics addressed will include pre-conceptions about rape, statistics, myths, legal definitions of assault, rape trauma syndrome, hospital and judicial procedures, and ways to help survivors.  Preventative strategies will also be presented. Self-defense training is NOT included in this course.                                                                     

T E A M – B U I L D I N G

Building Effective Work Teams:  This 4-hour class will help professionals in creating a team environment to help achieve goals and complete projects.  SMART goal-setting, matching strengths and weaknesses, and “what’s in it for me?” are major topics to be covered.

Effective Teamwork Strategies:  This 7-hour workshop will assist participants in developing skills designed to help them lead and influence others when working in teams.  Topics to be considered include team-building basics, diversity, learning styles, communication skills, and trust-building.

T R A I N I N G   &   F A C I L I T A T I O N

Delivering Presentations with Confidence:
  This 7-hour workshop will enable participants to set the proper tone for their presentations, to utilize evidence-based best practices for adult learning, to diffuse tense situations, and to model facilitative behavior to encourage full participation of their group participants.

Designing and Delivering Evidence-Based, Engaging Workshops:  This 4-day interactive workshop will improve employees’ understanding of the topic of curriculum design and delivery. Designing and Delivering Evidence-Based, Engaging Workshops will present participants with best practices in curriculum design and classroom management.  Participants will discuss strategies for training people with diverse learning styles and dysfunctional classroom behaviors.

Facilitating Effective Meetings:  This 20-hour advanced workshop will be presented over three days and will address the intricacies of facilitating effective meetings.  Topics to be covered include keeping discussions focused while balancing the needs of multiple stakeholder groups, steering groups toward clearly defined outcomes, managing group processes, and dealing with dysfunction in the group.  Participants will develop competence in creative problem solving, strategic thinking, and basic project management, to supplement their basic facilitation skills.

Train the Trainer:  This class is offered as a 4-hour session on day one, followed by a day of presentations from the participants.  The length of day two is determined by the size of the class. Participants will learn how to set the proper tone for their training sessions, to utilize evidence based best practices for adult learning, to diffuse tense situations, and to model facilitative behavior to encourage full participation of their students.  The second day is dedicated to participants presenting a portion of their assigned curriculum to the class.  Classmates and the trainer will give feedback.  This course does not include course development or presentation design.

J U S T   F O R   S O C I A L   S E R V I C E   P R O V I D E R S

Compassion Fatigue in the Social Service Provider: In this 3-hour class, participants will learn the symptoms of compassion fatigue and other related conditions such as vicarious trauma and burnout.  The importance of continual self-assessment will be covered, as will resources for preventing compassion fatigue on both organizational and personal levels.

Defeating Bullies:  This training is available as a 6-hour seminar or as two independent 3-hour classes (Bullying Basics and Special Kinds of Bullying).  Each will help people learn how to identify and react decisively to bullying, both with bullies and with victims.  Preventive strategies are presented, as are interventions and survival tips.

Facilitating Success through Effective Case Planning ~ Using a Family-Centered, Strengths-Based Approach, SMART Goals and Coaching to Motivate Client Success:  This 6-hour class will help social service agency workers write more effective case plans through the use of SMART goals and a family-centered, strengths-based approach.  Case management will be improved by using coaching techniques such as the implementation of SMART goals, constructive feedback, and the BASIC process for non-performance.

Safely Transporting Clients:  This 3-hour workshop will focus employees on five driving strategies that will help keep them accident free.  For any company that employs drivers, this course will help reduce the emotional, physical, and equipment costs associated with traffic crashes.  Graduates of the course may be able to qualify for a reduction in their personal vehicle insurance rates.

Strategies for Independence:  This 6-hour class will help people learn how to mentor young adults to be independent in the areas of housework & home maintenance, cooking, housing, employment, health care, sexual health, accessing benefits, personal safety, and financial literacy.  (Also available as two 3-hour classes:  Get a Life and Financial Literacy.)

Taking Care of the Caregiver ~ Stress, Time, and Grief Management:
  This 6-hour class will help caregivers learn how to care for themselves.  Skills learned will include identifying stress triggers, avoiding chronic stress, managing time effectively, locating local resources, and dealing with grief.  (Also available as two 3-hour classes, one focused on Stress and Time Management; the other on Grief Management.)

Working with Clients ~ Considerations for Cultural Respect:  This 3-hour class will help participants learn about elements of diversity, discuss the dangers of stereotyping, and assess their own cultural assumptions.  The most common cultures present in the US will be reviewed, as will strategies for learning to appreciate cultural differences.

Social Service Basics:  A 3-day workshop covering the topics of Compassion Fatigue, Effective Case Planning, Taking Care of the Caregiver, and Cultural Respect. 

                              Complete course synopses are available upon request.

              All workshops includes interactive elements such as small group exercises, 
role plays, guided discussions, games, quizzes / assessments, demonstrations, and puzzles.

Each participant is given a certificate of completion at the conclusion of each workshop.


Pricing 

  • $50 per contact hour to customize existing course content to your brand.
  • $500 per contact hour to create new course content.
  • $100 per contact hour to present course.
  • $5 per half day per person for class materials. (Leadership program priced higher.)
  • Travel:  Round trip coach airfare + $125 per night lodging + $175 per diem.
  • Each trip includes two full travel days.
  • Scheduling a variety of training modules on consecutive days will result in significant savings.


 

Currently Available Curricula