Soft Skills – Corporate Coaching
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Administrative Skills

By the end of this workshop, participants will be able to:

  • Gain better awareness of common spelling and grammar issues in business writing
  • Review basic concepts in sentence and paragraph construction
  • Know the basic structure of agendas, email messages, business letters, business proposals, and business reports
  • Know tips and techniques to use when deciding the most appropriate format to use for agendas, email messages, business letters, business proposals, and business reports
  • Know tips and techniques in writing agendas, email messages, business letters, business proposals, and business reports
  • Gain an overview of Request for Proposals, Projections, Executive Summaries, and Business Cases
  • Define proofreading and understand techniques in improving proofreading skills
  • Define peer review and list ways peer review can help improve business writing skills
  • List guidelines in printing and publishing business writing

By the end of this workshop, participants should be able to:

  • Define collaborative business writing
  • Know different types of collaborative writing
  • Know how to collaborate with team members
  • Learn methods of handling conflict in writing
  • Build collaborative writing teams

By the end of this workshop, participants should be able to:

  • Adapt to the needs and styles of management
  • Communicate through written, verbal, and nonverbal methods
  • Improve time management skills
  • Manage meetings effectively
  • Act as a gatekeeper
  • Use the tools of the trade effectively

By the end of this workshop, participants should be able to:

  • Planning and Preparing
  • Identifying the Participants
  • How to choose the time and place
  • How to create the agenda
  • How to set up the meeting space
  • How to incorporate your electronic options
  • Meeting Roles and Responsibilities
  • Use an agenda
  • Chairing a Meeting
  • How to deal with disruptions
  • How to professionally deal with personality conflicts
  • How to take minutes
  • How to make the most of your meeting using games, activities and prizes

By the end of this workshop, participants should be able to:

  • Examine current habits and routines that are not organized
  • Learn to prioritize your time schedule and daily tasks
  • Determine ways of storing information and supplies
  • Learn to organize personal and work space
  • Learn to resist procrastination
  • Make plans to stay organized in the future

By the end of this workshop, participants should be able to:

  • Learn the meaning of social media
  • Learn different ways social media is used and altered
  • Build and maintain a social media policy
  • Keeping your social media secure
  • Establishing rules for the social media the company posts
  • Discover the benefits and pitfalls of using social media

Supervisors and Managers

By the end of this workshop, participants should be able to:

  • Define coaching, mentoring and the GROW model.
  • Identify and set appropriate goals using the SMART technique of goal setting.
  • Identify the steps necessary in defining the current state or reality of your employee’s situation.
  • Identify the steps needed in defining options for your employee and turn them into a preliminary plan.
  • Identify the steps in developing a finalized plan or wrapping it up and getting your employee motivated to accomplish those plans.
  • Identify the benefits of building and fostering trust with your employee.
  • Identify the steps in giving effective feedback while maintaining trust.
  • Identify and overcoming common obstacles to the growth and development of your employee.
  • Identify when the coaching is at an end and transitioning your employee to other growth opportunities.
  • Identify the difference between mentoring and coaching, using both to enable long-term development through a positive relationship with your employee.

By the end of this workshop, participants should be able to:

  • Understand the process of conducting an annual review.
  • Determine the categories for an annual review.
  • Know the mistakes managers make during an annual review.
  • Understand the concept of pay for performance.
  • Know how to tie employee compensation to firm-wide returns.
  • Know the value of employee communication.
  • Gauge employees’ happiness.

By the end of this workshop, participants should be able to:

  • Discuss strategies for developing new managers
  • Understand the importance of defining a clear management track
  • Determine core roles and competencies for managers
  • Understand the importance of continuous development for managers
  • Apply the principles of manager development to your own organization

By the end of this workshop, participants should be able to:

  • Defining motivation, an employer’s role in it and how the employee can play a part
  • Identifying the importance of Employee Motivation
  • Identifying methods of Employee Motivation
  • Describing the theories which pertain to Employee Motivation – with particular reference to psychology
  • Identifying personality types and how they fit into a plan for Employee Motivation.
  • Setting clear and defined goals.
  • Identifying specific issues in the field, and addressing these issues and how to maintain this going forward.

By the end of this workshop, participants should be able to:

  • Define facilitation and identify its purpose and benefits.
  • Clarify the role and focus of a facilitator.
  • Differentiate between process and content in the context of a group discussion.
  • Provide tips in choosing and preparing for facilitation.
  • Identify a facilitator’s role when managing groups in each of Tuckman and Jensen’s stages of group development: forming, storming, norming, and performing.
  • Identify ways a facilitator can help a group reach a consensus: from encouraging participation to choosing a solution.
  • Provide guidelines in dealing with disruptions, dysfunctions, and difficult people in groups.
  • Define what interventions are, when they are appropriate, and how to implement them.

By the end of this workshop, participants should be able to:

  • Understand the basic concept of knowledge management (KM)
  • Identify the do’s and don’ts of KM
  • Identify the KM life cycle
  • Identify the new KM paradigm
  • Identify the KM models
  • Understand how to build a KM rational for your company
  • Understand how to customize KM definitions
  • Identify the steps to implementing KM in your organization
  • Identify tips for success
  • Understand the advance topics in KM

By the end of this workshop, participants should be able to:Define “leadership”

  • Explain the Great Man Theory
  • Explain the Trait Theory
  • Understand Transformational Leadership
  • Understand the people you lead and how to adapt your leadership styles
  • Explain leading by Directing
  • Explain leading by Coaching
  • Explain leading by Participating
  • Explain leading by Delegating
  • Kouzes and Posner
  • Conduct a personal inventory
  • Create an action plan
  • Establish personal goals

By the end of this workshop, participants should be able to:

  • Welcome and orientate new managers
  • Learn ways to successfully coach and mentor
  • Learn ways to measure and evaluate performance
  • How to handle complications
  • Communicate between employees and their managers

By the end of this workshop, participants should be able to:

  • Define management.
  • Understand ethics in the workplace.
  • Manage information and make decisions.
  • Be familiar with the control process.
  • Use organizational strategies to facilitate change.
  • Create structures and processes to manage teams.
  • Manage as a leader.

By the end of this workshop, participants should be able to:

  • Understand the purpose and benefits of office politics.
  • Setting boundaries and ground rules for new employees.
  • Learn to interact and influence among colleagues.
  • Learn how to manage various personality types in the office.
  • Determine how to gain support and effectively network.
  • Recognize how you are a part of a group and how you function.

By the end of this workshop, participants should be able to:

  • Define performance management.
  • Understand how performance management works and the tools to make it work.
  • Learn the three phases of performance management and how to assess it.
  • Discuss effective goal-setting.
  • Learn how to give feedback on performance management.
  • Identify Kolb’s Learning Cycle.
  • Recognize the importance of motivation.
  • Develop a performance journal and performance plan.

By the end of this workshop, participants should be able to:

  • Understand what self-leadership is
  • Motivate yourself
  • Set goals
  • Reward yourself when positive things happen
  • Think positively

By the end of this workshop, participants should be able to:

  • Define requirements for particular tasks
  • Set expectations for your staff
  • Set SMART goals for yourself
  • Help your staff set SMART goals
  • Assign work and delegate appropriately
  • Provide effective, appropriate feedback to your staff
  • Manage your time more efficiently
  • Help your team resolve conflicts
  • Understand how to manage effectively in particular situations
  • Understand what a new supervisor needs to do to get started on the right path

By the end of this workshop, participants should be able to:

  • Understand the team development model
  • Identify team chemistry
  • Create vision and goals
  • Appreciate diversity
  • Manage conflict

By the end of this workshop, participants should be able to:

  • Describe the concept of a team, and its factors for success
  • Explain the four phases of the Tuckman team development model and define their characteristics
  • List the three types of teams
  • Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
  • Discuss the uses, benefits and disadvantages of various team-building activities
  • Describe several team-building activities that you can use, and in what settings
  • Follow strategies for setting and leading team meetings
  • Detail problem-solving strategies using the Six Thinking Hats model — and one consensus-building approach to solving team problems
  • List actions to do — and those to avoid — when encouraging teamwork

By the end of this workshop, participants should be able to:

  • Know the keys to establishing a virtual team
  • Learn how to hold effective meetings and group sessions
  • Learn effective ways to communicate with team members
  • Use tools to build trust and confidence among employees
  • Know how to handle poor performing employees
  • Know how to manage a virtual team during any project

Career Development

By the end of this workshop, participants should be able to:

  • Define assertiveness and self-confidence, and list the four styles of communication
  • Describe the types of negative thinking, and how one can overcome negative thoughts
  • Explain the difference between listening and hearing, and understand the importance of body language and questioning skills in communication
  • Define the importance of goal setting, and practice setting SMART goals for assertive behavior
  • Utilize methodologies for understanding your worth — and the use of positive self-talk
  • List reasons why a pleasing appearance and body language are critical for creating a strong first impression
  • Practice sending positive communications phrased as “I-Messages”
  • Use the STAR model to make your case during a presentation challenge
  • Display rapport-building skills through assertive methods of expressing disagreement and consensus-building techniques
  • Practice strategies for gaining positive outcomes in difficult interpersonal situations.

By the end of this workshop, participants should be able to:

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and paraverbal communication skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others
  • Identify and mitigate precipitating factors
  • Establish common ground with others
  • Use “I” messages

By the end of this workshop, participants should be able to:

  • Understand problems and the creative problem solving process
  • Identify types of information to gather and key questions to ask in problem solving
  • Identify the importance of defining a problem correctly
  • Identify and use four different problem definition tools
  • Write concrete problem statements
  • Use basic brainstorming tools to generate ideas for solutions
  • Use idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method
  • Evaluate potential solutions against criteria, including cost/benefit analysis and group voting
  • Perform a final analysis to select a solution
  • Understand the roles that fact and intuition play in selecting a solution
  • Understand the need to refine the shortlist and re-refine it
  • Understand how to identify the tasks and resources necessary to implement solutions
  • Evaluate and adapt solutions to reality
  • Follow up with solution implementation to celebrate successes and identify improvements

By the end of this workshop, participants should be able to:

  • Define creativity
  • Act with confidence
  • Engage in curiosity
  • Stop acting out of fear
  • Learn from introspection
  • Take risks

By the end of this workshop, participants should be able to:Define digital citizenship.

  • Use technology appropriately
  • Use social networking to create your brand
  • Protect your reputation online
  • Practice safe use of technology
  • Understand digital etiquette

By the end of this workshop, participants should be able to:

  • Understand how to start a business
  • Develop a business plan
  • Get financing for your business
  • Hire and train employees
  • Run your business
  • Grow your business

By the end of this workshop, participants should be able to:

  • Understand the difference between hearing and listening
  • Know some ways to improve the verbal skills of asking questions and communicating with power
  • Understand what non-verbal communication is and how it can enhance interpersonal relationships
  • Identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.
  • Identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name
  • Understand how seeing the other side, building bridges and giving in without giving up can improve skills in influencing other people
  • Understand how the use of facts and emotions can help bring people to your side
  • Identify ways of sharing one’s opinions constructively
  • Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation
  • Learn tips in making an impact through powerful first impressions, situation assessment, and being zealous without being offensive

By the end of this workshop, participants should be able to:

  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else

By the end of this workshop, participants should be able to:

  • Define your image
  • Control your image
  • Understand how to sharpen your brand
  • Use social media appropriately
  • Manage your brand in a crisis
  • Develop a professional appearance

By the end of this workshop, participants should be able to:

  • Define projects, project management, and project managers
  • Identify the importance of the PMBOK and PMI
  • Identify the five process groups and ten knowledge areas as defined by the PMI
  • Describe the triple constraint
  • Perform a project needs assessment and write goals, requirements, and deliverables
  • Create key project documents, including the statement of work, project planning worksheet, and project charter
  • Build a project schedule by estimating time, costs, and resources
  • Understand and use the work breakdown structure
  • Create project planning documents, such as a schedule, risk management plan, and communication plan
  • Use planning tools, including the Gantt chart, network diagram, and RACI chart
  • Establish and use baselines
  • Monitor and maintain the project
  • Perform basic management tasks, including leading status meetings and ensuring all documents are complete at the end of the project

By the end of this workshop, participants should be able to:

  • Know the skills required for working outside the office
  • Learn keys to proper self-management
  • Learn ways to manage time efficiently
  • Know different methods of organization and planning
  • Identify various forms of communication and their proper use
  • Address and resolve challenges that teleworkers can face

By the end of this workshop, participants should be able to:

  • Discuss how soft skills are important to success in the workplace
  • Understand the 10 key soft skills everyone should have
  • Use soft skills to relate more effectively to others in the workplace
  • Understand how to use soft skills to communicate, problem-solve, and resolve conflict
  • Apply soft skills to specific situations

By the end of this workshop, participants should be able to:

  • Understand what the cloud is
  • Recognize risks and benefits
  • Communicate effectively
  • Employ business processes

By the end of this workshop, participants should be able to:

  • Plan and prioritize each day’s activities in a more efficient, productive manner
  • Overcome procrastination quickly and easily
  • Handle crises effectively and quickly
  • Organize your workspace and workflow to make better use of time
  • Delegate more efficiently
  • Use rituals to make your life run smoother
  • Plan meetings more appropriately and effectively

By the end of this workshop, participants should be able to:

  • Discuss the barriers women face in entering leadership positions
  • Understand the importance of developing women leaders
  • Determine steps your organization can take to foster women leaders
  • Understand the benefits of developing women leaders
  • Apply the principles of fostering women leaders to your own organization

Human Resources

By the end of this workshop, participants should be able to:

  • Identify potential risks
  • Understand the myths behind workplace violence
  • Define escalation and identify examples
  • Learn concerning behaviors
  • Know what a trigger is and how that can escalate
  • Understand the proper response to an event

By the end of this workshop, participants should be able to:

  • Understand what a lunch and learn is and is not
  • Be able to set up and break down
  • Create new content
  • Address difficult situations and people
  • Create useful takeaways
  • Use feedback to improve future lunch and learns

By the end of this workshop, participants should be able to:

  • Defining recruitment.
  • Understanding the selection process.
  • Recognizing the GROW model and how to set goals.
  • Preparing for the interview and question process.
  • Identifying and avoiding bias when making offers.
  • Discovering ways to retain talent and measure growth.

By the end of this workshop, participants should be able to:

  • Create employee performance plans
  • Identify employees who should be terminated
  • Establish effective termination meetings
  • Know the “Do’s” and “Don’ts” of firing an employee
  • Be able to conduct exit interviews

By the end of this workshop, participants should be able to:

  • Understand the history behind generation gaps
  • Know what traditionalists are
  • Know what baby boomers are
  • Know what Generation Xers are
  • Know what Generation Yers are
  • Know what Generation Zers are
  • Understand the differences between each type of generation
  • Find common ground among the generations
  • Understand conflict management

By the end of this workshop, participants should be able to:

  • Access Health and Wellness Program Needs
  • Plan a Health and Wellness Program
  • Implement a Health and Wellness Program
  • Maintain a Health and Wellness Program

By the end of this workshop, participants should be able to:

  • Describe the implications of different aspects of Human Resource Management on their daily responsibilities
  • Define human resources terms and subject matter
  • Recruit, interview, and retain employees more effectively
  • Follow up with new employees in a structured manner
  • Be an advocate for your employees’ health and safety
  • Provide accurate, actionable feedback to employees
  • Act appropriately in situations requiring discipline and termination
  • Evaluate some of the strengths and opportunities for Human Resources in your own workplace
  • Identify three areas for further development within the Human Resources field as part of a personal action plan

By the end of this workshop, participants should be able to:

  • Define talent and talent management.
  • Understand the benefits of talent management.
  • Recognize performance management and ways to review talent.
  • Identify employee engagement.
  • Create assessments and training programs.
  • Learn how to improve employee retention.

By the end of this workshop, participants should be able to:

  • Define training, facilitating, and presenting
  • Understand how to identify participants’ training needs
  • Create a lesson plan that incorporates the range of learning preferences
  • Create an active, engaging learning environment
  • Develop visual aids and supporting materials
  • Manage difficult participants and tough topics

By the end of this workshop, participants should be able to:

  • Explain the definition, terms and history of diversity
  • Describe the meaning of stereotypes and biases, how they develop, and the reasons for your own perspectives
  • List strategies for removing barriers to encouraging diversity for yourself, in the workplace, and in the social community
  • Use active listening skills to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength
  • Understand the importance of body language, both your own, and that of others, and recognize its importance in interpersonal communications
  • Identify ways to encourage diversity in the workplace, and prevent and discourage discrimination
  • Understand and respond to personal complaints, and develop a support system to manage the resolution process
  • List the steps a manager should take to record a complaint, analyze the situation, and take appropriate resolution action
  • Identify the process an organization must follow to receive and respond to a complaint, and then creating mechanisms to prevent or reduce repeat situations.

Personal Development

By the end of this workshop, participants should be able to:

  • Understand Bloom’s Taxonomy
  • Explain the cognitive domain
  • Explore the two cognitive domains
  • Explain types of knowledge
  • Identify training in the cognitive domain

By the end of this workshop, participants should be able to:

  • Understand Bloom’s Taxonomy
  • Explain the psycho-motor domain
  • Explore the different psycho-motor taxonomies
  • Explain ways to implement training in the psycho-motor domain
  • Identify psycho-motor activities

By the end of this workshop, participants should be able to:

  • Understand anger dynamics in terms of the anger cycle and the fight or flight theory.
  • Know common anger myths and their factual refutations.
  • Know the helpful and unhelpful ways of dealing with anger.
  • Know techniques in controlling anger, particular reading anger warning signs, using coping thoughts, exercising relaxation techniques and blowing off steam.
  • Understand the difference between objective and subjective language.
  • Know tips in identifying the problem.
  • Express a feeling or position using I-messages.
  • Know skills and techniques in making a disagreement constructive, including effective negotiation and solution-building.
  • Reflect on one’s hot buttons and personal anger dynamics.
  • Know alter, avoid and, accept ways of responding to an anger-provoking situation.
  • Understand the energy curve and how it can help in responding to someone else’s anger.
  • Learn and practice de-escalation techniques.
  • Gain an integrated view of anger management and how it can be best practiced.

By the end of this workshop, participants should be able to:

  • Define and understand attention management.
  • Identify different types of attention.
  • Create strategies for goals and SMART goals.
  • Be familiar with methods that focus attention.
  • Put an end to procrastination.
  • Learn how to prioritize time.

By the end of this workshop, participants should be able to:

  • Understand how to develop leadership qualities
  • Know how to delegate effectively
  • Choose inspirational and engaging tasks for yourself and others
  • Use wisdom and understanding to lead others
  • Identify the roles of your team
  • Learn how to trust others and earn their trust.

By the end of this workshop, participants should be able to:

  • Understand the components of critical thinking
  • Utilize non-linear thinking
  • Use logical thinking
  • Recognize what it means to be a critical thinker
  • Evaluate information using critical thinking skills
  • Identify the benefits of critical thinking
  • Revise perspective, when necessary
  • Comprehend problem solving abilities

By the end of this workshop, participants should be able to:

  • Define and practice self-management, self-awareness, self-regulation, self-motivation, and empathy.
  • Understand, use and manage your emotions.
  • Verbally communicate with others.
  • Successfully communicate with others in a non-verbal manner.
  • Identify the benefits of emotional intelligence.
  • Relate emotional intelligence to the workplace.
  • Balance optimism and pessimism.
  • Effectively impact others

By the end of this workshop, participants should be able to:

  • Overcome procrastination
  • Manage time effectively
  • Accomplish important tasks
  • Self-motivate
  • Create SMART goals

By the end of this workshop, participants should be able to:

  • Define mindfulness
  • Develop techniques to make oneself more attuned to the present moment
  • Understand the value and utility of one’s emotions
  • Learn how to identify and counter distorted thinking
  • Learn how to cultivate genuine positive emotions
  • Become more fully present in social interactions

By the end of this workshop, participants should be able to:

  • Define the self and different aspects of the self
  • Learn from introspection
  • Understand the nature and value of emotions
  • Appreciate themselves
  • Appreciate others
  • Improve effectiveness

By the end of this workshop, participants should be able to:

  • Discuss how planning ahead cultivates workplace happiness
  • Create a nightly routine and daily plan
  • Relate more effectively to others in the workplace
  • Understand how the workspace environment impacts happiness
  • Think more positively
  • Take actions that will create greater workplace happiness

By the end of this workshop, participants should be able to:

  • Define your objectives and purpose in your search for employment.
  • Help you establish SMART goals in the job-hunting process.
  • Assist you in developing a first month plan of action for your job search.
  • Craft an effective resume.
  • Form an attractive cover letter.
  • Develop and present a portfolio of your prior work.
  • Learn networking skills in finding leads for jobs.
  • Efficiently get interviews and thrive in the interview process.

By the end of this workshop, participants should be able to:

  • Determine the purpose of life coaching
  • Define benefits of life coaching
  • Know the tools and techniques for life coaching
  • Outline a life coaching session
  • Know the different areas of life coaching

By the end of this workshop, participants should be able to:

  • Welcome and orientate new managers
  • Learn ways to successfully coach and mentor
  • Learn ways to measure and evaluate performance
  • How to handle complications
  • Communicate between employees and their managers

By the end of this workshop, participants should be able to:

  • Explore different types of workplace anxieties
  • Learn to recognize symptoms and warning signs
  • Determine ways of coping and managing problems
  • Recognize common trigger and accelerants
  • Learn the difference between anxiety and common nervousness

By the end of this workshop, participants should be able to:

  • Set and evaluate SMART goals
  • Use routines to maximize their productivity
  • Use scheduling tools to make the most of their time
  • Stay on top of their to-do list
  • Start new tasks and projects on the right foot
  • Use basic project management techniques
  • Organize their physical and virtual work spaces for maximum efficiency
  • Take back time from e-mail and handheld devices
  • Beat procrastination

By the end of this workshop, participants should be able to:

  • Identify their audience
  • Create a basic outline
  • Organize their ideas
  • Flesh out their presentation
  • Find the right words
  • Prepare all the details
  • Overcome nervousness
  • Deliver a polished, professional speech
  • Handle questions and comments effectively

By the end of this workshop, participants should be able to:

  • Be aware of our own behaviors
  • Learn to be empathetic with others
  • Know tools for active listening
  • Effectively communicate inter-personally
  • Recognize various social cues
  • Determine appropriate conversation topics

By the end of this workshop, participants should be able to:

  • Define and use social learning.
  • Identify social learning tools.
  • Manipulate group dynamics and culture.
  • Craft and lead role play scenarios.
  • Practice being a role model.
  • Understand modeling and observation.

By the end of this workshop, participants should be able to:

  • Identify the best approach to a stressful situation (Alter, Avoid, or Accept)
  • Understand what lifestyle elements you can change to reduce stress
  • Use routines to reduce stress
  • Use environmental and physical relaxation techniques
  • Better cope with major events
  • Use a stress log to identify stressors and create a plan to reduce or eliminate them

By the end of this workshop, participants should be able to:

  • Identify what initiative looks like
  • Recognize when you can take steps outside the normal
  • Build confidence in themselves
  • Learn to find opportunities
  • Learn good and bad aspects of initiative
  • Balance initiative and restraint

By the end of this workshop, participants should be able to:

  • Explain the benefits of work life balance.
  • Recognize the signs of an unbalanced life.
  • Identify employer resources for a balanced lifestyle.
  • Improve time management and goal setting.
  • Use the most effective work methods for you.
  • Create balance at work and at home.
  • Manage stress

Workplace Essentials

By the end of this workshop, participants should be able to:

  • Know the meaning of appreciative inquiry
  • Think in positive terms and avoid thinking negatively
  • Encourage others to think positively
  • Recognize positive attributes in people
  • Create positive imagery
  • Manage and guide employees in a positive environment

By the end of this workshop, participants should be able to:

  • Know how to see the big picture
  • Develop a risk management strategy
  • Know how to practice financial literacy
  • Develop critical thinking
  • Practice management acumen
  • Find key financial levers

By the end of this workshop, participants should be able to:

  • Define etiquette and provide an example of how etiquette can be of value to a company or organization.
  • Understand the guidelines on how to make effective introductions.
  • Identify the 3 C’s of a good impression.
  • Identify at least one way to minimize nervousness while in social situations.
  • Understand how to use a business card effectively.
  • Identify and practice at least one way to remember names.
  • Identify the 3 steps in giving a handshake.
  • Enumerate the four levels of conversation and provide an example for each.
  • Understand place settings, napkin etiquette, and basic table manners.
  • Understand the protocol in ordering in a restaurant, handling alcohol in a business meal, paying the bill, and tipping.
  • Understand basic guidelines when it comes to the proper form of address, grammar standards, and use of acronyms in e-mails.
  • Understand basic guidelines in the use of the telephone, voicemail, and cell phone.
  • State the difference between a formal and an informal letter.
  • Create an effective ‘Thank You’ note.
  • Understand the meaning of colors in dressing for success.
  • Differentiate among the dressy casual, semi-formal, formal and black tie dress code.
  • Understand basic guidelines in international etiquette.

By the end of this workshop, participants should be able to:

  • Define etiquette and provide an example of how etiquette can be of value to a company or organization.
  • Understand the guidelines on how to make effective introductions.
  • Identify the 3 C’s of a good impression.
  • Identify at least one way to minimize nervousness while in social situations.
  • Understand how to use a business card effectively.
  • Identify and practice at least one way to remember names.
  • Identify the 3 steps in giving a handshake.
  • Enumerate the four levels of conversation and provide an example for each.
  • Understand place settings, napkin etiquette, and basic table manners.
  • Understand the protocol in ordering in a restaurant, handling alcohol in a business meal, paying the bill, and tipping.
  • Understand basic guidelines when it comes to the proper form of address, grammar standards, and use of acronyms in e-mails.
  • Understand basic guidelines in the use of the telephone, voicemail, and cell phone.
  • State the difference between a formal and an informal letter.
  • Create an effective ‘Thank You’ note.
  • Understand the meaning of colors in dressing for success.
  • Differentiate among the dressy casual, semi-formal, formal and black tie dress code.
  • Understand basic guidelines in international etiquette.

By the end of this workshop, participants should be able to:

  • List the steps necessary for preparing a change strategy and building support for the change
  • Describe the WIFM – the individual motivators for change
  • Use needed components to develop a change management and communications plans, and to list implementation strategies
  • Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
  • Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
  • Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
  • Use strategies for aligning people with a change, appealing to emotions and facts
  • Describe the importance of resiliency in the context of change, and employ strategies the change leader and individual change participant can use to foster resiliency
  • Explain the importance of flexibility in the context of change, and demonstrate methods the change leader and individual change participant can use to promote flexibility

By the end of this workshop, participants should be able to:

  • Define civility, understand its causes, and enumerate at least three of its behavioral indicators
  • Understand the costs of incivility, as well as the rewards of civility, within the workplace
  • Learn practical ways of practicing workplace etiquette, including the proper use of greetings, respect, involvement, and political correctness
  • Learn the basic styles of conflict resolution and identify the style most appropriate for managing particular conflicts in the workplace
  • Learn skills in diagnosing the causes of uncivil behavior
  • Understand the role of forgiveness and conflict resolution in the creation of a civil working environment
  • Understand the different elements of effective communication, particularly effective para-verbal and non-verbal communication
  • Learn facilitative communication skills such as listening and appreciative inquiry
  • Learn specific interventions that can be utilized when there’s conflict within the workplace
  • Learn a recommended procedure for systematizing civil behavior within the workplace

By the end of this workshop, participants should be able to:

  • Understand what conflict and conflict resolution mean
  • Understand all six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Be able to adapt the process for all types of conflicts
  • Be able to break out parts of the process and use those tools to prevent conflict
  • Be able to use basic communication tools, such as the agreement frame and open questions
  • Be able to use basic anger and stress management techniques

By the end of this workshop, participants should be able to:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

By the end of this workshop, participants should be able to:

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

By the end of this workshop, participants should be able to:

  • Understand different types of malware and security breaches
  • Know the types of cyber-attacks to look out for
  • Develop effective prevention methods

By the end of this workshop, participants should be able to:

  • Understand when feedback should take place
  • Learn how to prepare and plan to deliver constructive criticism
  • Determine the appropriate atmosphere in which it should take place
  • Identify the proper steps to be taken during the session
  • Know how emotions and certain actions can negatively impact the effects of the session
  • Recognize the importance of setting goals and the method used to set them
  • Uncover the best techniques for following up with the employee after the session

By the end of this workshop, participants should be able to:

  • Understand what behavior is
  • Understand the benefits of corporate behavior
  • Know what type of behaviors you want to implement in your company
  • Know how to implement corporate behaviors
  • Know how to maintain corporate behaviors

Sales and Marketing

By the end of this workshop, participants should be able to:

  • Define body language
  • Understand the benefits and purpose of interpreting body language
  • Learn to interpret basic body language movements
  • Recognize common mistakes when interpreting body language
  • Understand your own body language and what you are communicating
  • Practice your body language skills

By the end of this workshop, participants should be able to:

  • Define and understand call center strategies
  • Identify different types of buying motivations
  • Create SMART Goals
  • Familiarize myself with strategies that sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks

By the end of this workshop, participants should be able to:

  • Understand the definition of coaching
  • Identify and monitor key information
  • Communicate effectively
  • Use coaching techniques
  • Avoid common mistakes

By the end of this workshop, participants should be able to:

  • How to get management involved in training
  • Why peer training works
  • That manners are important with a contact center
  • How to build rapport with the callers
  • How to deal with difficult customers

By the end of this workshop, participants should be able to:

  • Define webinars and their purpose
  • Choose the best formats
  • Prepare for webinars
  • Avoid common mistakes
  • Understand how to interact with the target audience
  • Follow up successfully

By the end of this workshop, participants should be able to:

  • Understand the different types of events
  • Understand the planning process
  • Know how to organize your event
  • Understand how to organize your staff, and delegate to them effectively
  • Know what to do after the event

By the end of this workshop, participants should be able to:

  • Understand the benefits of high performance teams
  • Address challenges
  • Conduct effective meetings
  • Be able to see the big picture
  • Work collaboratively
  • Adequately praise team members

By the end of this workshop, participants should be able to:

  • Define high performance teams
  • Define remote workforce
  • Understand the characteristics of a high performance team
  • Understand how to create teamwork
  • Understand the importance of communication
  • Understand how to train your high performance team of remote employees
  • Learn how to manage a high performance team
  • Learn the techniques of an effective team meeting

By the end of this workshop, participants should be able to:

  • Understand in-person sales
  • Explain the sales funnel
  • Explore sales techniques
  • Develop loyalty
  • Identify ways to build customer base

By the end of this workshop, participants should be able to:

  • Know how to conduct market research
  • Develop a workable internet marketing campaign
  • Recognize your target market
  • Understand your brand
  • Grasp SEO and website characteristics
  • Find and capture leads

By the end of this workshop, participants should be able to:

  • Define your market.
  • Know the different types of marketing and ways to use them.
  • Learn effective ways of communicating with the customer.
  • Know how to set marketing goals and strategies.

By the end of this workshop, participants should be able to:

  • Network for success
  • Manage “Meet and Great” opportunities
  • Dress for success
  • Write effectively
  • Set goals
  • Manage media relations
  • Plan issue and crisis communication
  • Use social media
  • Deliver effective employee communication

By the end of this workshop, participants should be able to:

  • Know how multi-level marketing works
  • Build contacts
  • Recruit new agents
  • Be familiar with social media and marketing
  • Provide training for recruits

By the end of this workshop, participants should be able to:

  • Understand the factors that contribute to customer objections
  • Define different objections
  • Recognize different strategies to overcome objections
  • Identify the real objections
  • Find points of interest

By the end of this workshop, participants should be able to:

  • Perform a needs analysis and prepare an outline
  • Select presentation delivery methods
  • Practice verbal and non-verbal communication skills
  • Knock down nervousness
  • Develop and use flip charts with color
  • Create targeted PowerPoint presentations
  • Utilize white boarding for reinforcement
  • Describe how video and audio enhance a presentation and list criteria for determining what types to use
  • Enrich the learning experience with humor, questions, and discussion

By the end of this workshop, participants should be able to:

  • Identify the purpose of a proposal
  • Identify different types of proposals
  • Identify and perform the steps in the proposal writing process
  • Perform a needs analysis and write a goal statement
  • Prepare a proposal outline
  • Improve their writing skills with a variety of techniques
  • Use appropriate resources and ghosting to build a strong case
  • Add illustrations to their proposal
  • Proofread and edit their proposal

By the end of this workshop, participants should be able to:

  • Identify prospects
  • Implement both traditional and new marketing methods
  • Use the pipeline effectively
  • Educate customers
  • Track activity and make adjustments as needed

By the end of this workshop, participants should be able to:

  • Understand the language of sales
  • Prepare for a sales opportunity
  • Make an effective pitch
  • Handle objections
  • Seal the deal
  • Follow up on sales
  • Set sales goals
  • Manage sales data
  • Use a prospect board

By the end of this workshop, participants should be able to:

  • Define servant leadership
  • Know the characteristics of servant leadership
  • Recognize the barriers of servant leadership
  • Learn to be a mentor and a motivator
  • Practice self-reflection

By the end of this workshop, participants should be able to:

  • Understand different social media platforms
  • Identify audience
  • Monitor and measure performance
  • Consider pros and cons before making decisions

By the end of this workshop, participants should be able to:

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training

By the end of this workshop, participants should be able to:

  • Learn how to develop effective traits
  • Learn how to “know” your clients better
  • Better represent the product/service
  • Cultivate effective leads
  • Sell with authority
  • Learn how to build trusting, long term relationships with customers

By the end of this workshop, participants should be able to:

  • Recognize effective ways of preparing for a trade show
  • Know essential points to setting up a booth
  • Know the Dos and Don’ts behaviors during the show
  • Acknowledge visitors and welcome them to the booth
  • Engage potential customers and work towards a sale
  • Wrap up the trade show and customer leads
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