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Management & Leadership Training Programs
These courses are recommended for managers who are in leadership positions and for exceptional employees being groomed for advancement.
Leadership training for mid-level and first-line supervisors includes Exceptional Customer Service, Effective Supervision, Stress Management Strategies, Time Management, Quality Control, Making Meetings Work, Teamwork, Project Management, and Interpersonal Skills.
Exceptional Customer Service
Customer service training programs are completely customized to
meet the needs and goals of each organization. We emphasize communication
skills and the role and importance of the customer. Training techniques
frequently include the use of video-taped interviews with actual
customers, and "good service / bad service" videos featuring
employees and customers. Customer service surveys may also be used
to gauge and demonstrate customer satisfaction.
Actual training time is generally between 2 & 4 hours, which
includes use of custom videos prepared for the individual organization
and interactive group discussion. Large classes can be accommodated,
providing proper audio-visual equipment is available.
Effective Supervision
Many supervisors receive little or no training prior to being promoted
to a critical role within the organization. This customized and
highly interactive workshop allows participants to explore the nature
of leadership. Team dynamics, communication skills, conflict resolution,
situational leadership, motivation and morale, reward and recognition,
performance counseling and the leader's responsibility for workplace
stress are typically examined. Values and ethics are stressed throughout.
Techniques are presented and practiced in thought-provoking and
memorable exercises.
Recommended class length 12 - 20 hours. Groups of 8 - 15 are suggested.
Individuals who attend this class should not enroll in Teamwork
or Interpersonal Skills class.
Strategies for Managing Stress
Life is a process of adapting to the positive and negative situations
around us. This workshop is designed to help participants further
develop these adaptive skills. It provides ideas and techniques
for changing one's outlook when it's not possible to change the
world around us. It encourages individuals to start taking charge
of their reactions to people and situations in order to relieve
and reduce the stress in their lives. We emphasize the value of
effective communication skills through supplemental exercises.
Recommended class length: 4 hours. Group of 8 - 15 are suggested.
Introduction to Quality Control
This problem solving course is an excellent precursor to Statistical
Process Control training. Topics include flowcharting, brainstorming,
cause & effect diagrams, affinity diagrams, activity network
diagrams, run-charts, and other tools. Team-oriented problem solving
methodology is also included. Problem solving teams address actual
company-specific problems.
Recommended class length 8 - 16 hours. Groups of 8 - 12 are suggested.
If SPC is being taught, it is recommended that this course be taken
prior to SPC.
Making Meetings Work
This course is designed for managers, supervisors, and team members
who lead or facilitate meetings. We explore the true cost of meetings
and techniques for improving results and reducing time spent in
meetings are discussed and practiced. Topics include getting people
to speak up, keeping everyone on the main point, solving problems,
effectively, resolving conflict, and making sure things get done.
By the end of the course participants will have developed their
own set of meeting guidelines for their organization.
Recommended class length: 4 hours. Groups of 8 - 15 are suggested.
Managing Projects
This course explores and develops the skills necessary to successfully
manage projects. In addition to technical and operational skills,
step-by-step procedures are taught and practiced. Interpersonal
skills, such as appreciating and understanding people's needs, motives,
and responses, team building techniques, and the basic management
functions (planning, organizing, directing, coordinating and controlling),
are emphasized. Popular software tools used to track projects are
discussed briefly.
Recommended class length: 8 - 12 hours. Groups of 8 - 15 are suggested.
Legal Aspects of Workplace Communications
This course teaches the legal requirements for workplace relationships,
including limits on harassment, sexual harassment, superior-subordinate
counseling and direction.
Recommended class length: 4 hours. Groups of 8 - 15 are suggested.
Quality First!
Behind every business transaction, it's people who make the difference.
If you are experiencing problems with workplace violence, high accident
rates, excessive workers' compensation claims, absenteeism, chronic
tardiness, low productivity, high turnover rates, or morale, this
may be the program that turns your business around. Companies have
experienced a 40% reduction in workers' compensation costs, 37%
less absenteeism and tardiness, and a 55% decline in turnover after
employing these practices.
Each session is eight hours in length and groups should be limited
to no more than 25 people.
Rope Course
The course provides leadership and teamwork development to supervisors
through the ROPES challenge course.
This is a day-long program held outdoors in distant locations.
It is physically strenuous. Course costs do not include transportation.
Evaluation of Employees
The evaluation of employees includes both formal and informal
counseling, evaluation against norms, and setting company norms.
This course is best taught in conjunction with the assessment instruments
offered in this catalog.
Recommended class length: 4 hours. Groups of 8 - 15 are suggested.
Train the Trainer
People with good technical skills are not guaranteed success when
it comes to training others. This course is designed to train trainers
and potential trainers in the basics of adult education. Different
learning styles are discussed and examined. Training preparation,
presentation skills, and assessment techniques are also covered.
Video-taped presentations are recorded, reviewed, and critiqued.
Recommended class length: 8 hours. Groups of 8 - 15 are suggested.
Spanish Language Training for Supervisors
Supervisors learn conversational Spanish and cross-culture training.
Recommended class length: 50 hours minimum depending on ability
of the student. Groups of 5-20 are suggested.
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