Accounting and Finance

Accounting Essentials

Course Length: One day

Course Description

To run a business, numbers must be taken into account and factored into everyday decision-making, both major and minor. Understanding the numbers associated with day-to-day operations is no longer just the domain of the finance and accounting departments–everyone from lower-level staff to senior managers should learn the fundamentals of the cost of the organization’s product or service, the price strategies involved, and the impact that short- and long-term decisions have on the bottom line. ACCOUNTING ESSENTIALS is an introductory course that teaches the basics of finance, accounting, and economic strategies in an easy-to-follow, easy-to-understand format complete with glossaries, diagrams, and self-tests. A companion book to this course is THE ACCOUNTING CYCLE, a book by Jay Jacquet. This course is especially for non-financial managers or new business owners, and can be used in an academic setting. It is an indispensable primer for learning and understanding accounting fundamentals, such as cash and accrual accounting, basic recordkeeping, ledger and journal entries, and financial statement preparation.

Course Outline

Part 1: Getting the ‘Right’ Numbers

  • Qualitative vs. Quantitative Decision-Making
  • Standards
  • Effective and Efficient Decisions
  • Constraints

Part 2: Review of the Financial Statements

  • The Balance Sheet and Income Statement
  • Statement of Cash Flow
  • What the Financial Statements Do Not Tell You

Part 3: Making Money

  • Maximizing Profit or Minimizing Cost
  • Thinking in Units
  • Defining Cost

Part 4: Identifying Costs and Their Behaviors

  • Fixed, Variable, and Mixed Costs
  • Relevant Range
  • Cost Per Unit
  • Cost Categories on the Income Statement
  • Discerning Variable Costs
  • Discerning Mixed Costs

Part 5: Controlling Costs

  • Contribution Margin on the Income Statement
  • Activity-Based Costing
  • Non-Value-Added Activity

Part 6: Am I Breaking Even?

  • The Cost-Volume-Profit Graph
  • The Contribution Margin Approach to Break-Even
  • Calculating ‘What If’ Profit
  • Margin of Safety

Part 7: Operating Leverage

  • Defining Operating Leverage
  • Operating Leverage and the Bottom Line

Part 8: Influences on Pricing

  • Pricing in Line with the Competition
  • Trade-Offs Between Price and Demand
  • Elasticity of Demand Illustrated
  • Market and Cost Influences on Pricing
  • Qualitative Factors in Relation to Price

Part 9: Making the Numbers Work for You

  • Responsible Decision-Making
  • Quality Management

Basics of Budgeting

Course Length: One day

Course Description

The title of this course says it all. Virtually every aspect of budgeting from preparing income statements and company expense reports, to developing your own personal plan. Understanding the basics of budgeting will help your career and the organization you manage.

Course Outline

Part 1: Basic Information

  • Why Bother? Reasons Companies Plan
  • The Planning Cycle
  • The Basic Equation
  • Four Necessary Ways to Present Every Plan
  • Planning Philosophies

Part 2: Effective Planning in Your Organization

  • A Plan is a Social Document
  • Standards of Precision
  • Line and Level of Control
  • The Information Frontier
  • Rules for Jungle Fighters

Part 3: How to Build Plans Efficiently

  • Work Plans, Deliverables and Resources
  • The Secret of the Five-Minute Budget
  • A Resource Checklist

Part 4: How to Build a Strategic Plan

  • How Long and Who Does It?
  • The Mission Statement
  • Analyzing the External Environment
  • Analyzing Internal Capabilities
  • Putting It All Together
  • Example of a Strategic Plan

Part 5: Annual Operating Plan Preliminaries

  • Drafting Annual Goals
  • Organizational Planning
  • Creating a Fiscal Calendar
  • Fiscal Managers
  • Accounting System Tune-Up

Part 6: How to Budget Sales

  • A Five-Step Approach to Sales History
  • Assumptions: Improving Your Vision of the Future
  • Projections: Building a Chain of Inference
  • Example of Sales Budget from Market Share
  • Example of a Sales Budget from History

Part 7: How to Budge Cost of Sales

  • Different Approaches
  • Examples of an Analytical Approach

Part 8: How to Budget Labor Expense

  • Policy Before Planning
  • Appropriate Levels of Detail
  • Payroll Calculations
  • Handling Increases
  • Labor Planning Tips
  • Example of a Labor Budget

Part 9: How to Budget Other Expenses

  • Typical Approaches
  • Examples of Budgets

Part 10: How to Budget Depreciation Expense

  • Depreciation Expense Is Complex
  • Minimum Information You Will Need
  • Quick Estimates of Depreciation Expense
  • Example of a Depreciation Budget

Part 11: Balance Sheet and Cash Plans

  • Balance Sheet and Cash Flow Overview
  • An Aside to Computer Users
  • Example of a Balance Sheet Budget

Part 12: Budget Reviews (from Both Sides)

  • How to Conduct Budget Reviews
  • How to Chair/participate in a Budget Review

Part 13: Planning and Executing a Budget Process

  • General Advice

Part 14: How to Create an Adjusted Plan

  • What Is an Adjusted Plan?
  • Adjusted Plans and Wiggle Room
  • Managing Adjusted Plans

Part 15: Forecasting and Controlling Results

  • Creating Forecasts
  • Using Plans to Improve Business Control

Financial Analysis

Course Length: One day

Course Description

This course provides more advanced, useful information on topics such as forecasting, budgeting techniques, corporate statements, and the use of common stock and debts for capitalization. Ideal for middle managers, small business owners, and entrepreneurs.

Course Outline

Part 1: Reviewing the Basics

  • A Quick Refresher
  • The Balance Sheet Equation
  • Glossary of Balance Sheet Terms
  • The Income Statement
  • Glossary of Income Statement Terms
  • Ratios and Percentages
  • Review

Part 2: Corporate Financial Statements

  • The Consolidated Statement
  • Your Company’s Consolidated Statement
  • Analysis
  • Glossary of Additional Terms
  • The Income Statement
  • Your Company’s Income Statement
  • Changes in Financial Position
  • Your Company’s Changes in Balance Sheet Accounts
  • Analysis
  • The Cash Flow Statement
  • Your Company’s Cash Flow Statement
  • The Statement of Retained Earnings
  • Checklist

Part 3: Asset Management

  • Management of Current Assets
  • Managing Receivables Policy
  • JOG Corporation Notes
  • Projected Analysis for Your Company
  • Calculations
  • Inventory Valuation Methods
  • Valuing Your Company’s Inventory
  • Depreciation
  • Review

Part 4: New Ratios

  • Ratios Help Make Decisions
  • Capital Stock/Market Ratios
  • Limitations of Ratio Use
  • Review

Part 5: The Interaction of Ratios

  • How Ratios Affect Each Other
  • The Makeup of Ratios
  • Checklist

Part 6: Financial Planning

  • Financial Planning
  • Break-Even Analysis
  • Margin of Safety
  • Leverage
  • Financial Leverage
  • Drawbacks to Using Break-Even Analysis
  • Decision-Tree Analysis
  • Example of Decision-Tree Analysis
  • Cost-Benefit Analysis
  • Review

Part 7: Reading an Annual Report

  • How to Read an Annual Report
  • Checklist

The Accounting Cycle

Course Length: One day

Course Description

This course maps out the accounting cycle: balance sheets, income statements, ledger transactions, trial balances, and closing entries. Ideal for beginners, this course explains single-entry and double-entry accounting and cash versus accrual accounting.

Course Outline

Part 1: Overview of the Accounting Cycle

  • The Accounting Cycle
  • Steps in the Accounting Cycle
  • Temporary and Permanent Accounts

Part 2: Cash or Accrual Accounting?

  • Cash or Accrual Accounting?

Part 3: Basic Recordkeeping Systems

  • Setting Up the Books
  • The Chart of Accounts
  • Key Word Recognition
  • Single-Entry Recordkeeping
  • Double-Entry Recordkeeping
  • A Few Recordkeeping Techniques

Part 4: Ledger and Journal

  • The Ledger
  • The Trial Balance
  • The Journal

Part 5: Adjusting Entries

  • General Rules for Adjusting Entries
  • Adjusting Entries
  • Adjusting Current Assets
  • Adjusting Current Liabilities
  • Adjusting Accrued Expense
  • Adjusting Accrued Revenue

Part 6: Closing Entries

  • Closing Entries–An Overview
  • Temporary and Permanent Accounts
  • The Four Basic Entries to Closing Accounts
  • The Post-Closing Trial Balance

Part 7: The Balance Sheet and Income Statement

  • Preparation of the Financial Statements
  • The Balance Sheet and Income Statements
  • The Balance Sheet
  • The Income Statement
  • Sample Income Statement and Balance Sheet

Part 8: Special Consideration: Inventory

  • The Basic Difference of a Merchandise Company
  • Decisions About Inventory
  • Comparison of Inventory Flow Methods

Part 9: Business Decisions

Understanding Financial Statements

Course Length: One day

Course Description

Everything you always wanted to know about those confusing financial statements but were too embarrassed to ask! This friendly primer of basic business finances takes you step-by-step through all the fundamentals — from balance sheets to profit and loss statements — and translates them into meaningful, usable information. A beginner’s bible!

Course Outline

Part 1: Basics of Financial Statements

  • What Are Financial Statements and Who Uses Them?
  • The Balance Sheet
  • Glossary of Balance Sheet Terms
  • Sample Balance Sheets
  • Why Net Worth Is Not Always the Same as Market Value
  • The Income Statement
  • Sample Income Statement
  • Glossary of Income Statement Terms
  • Why Income Does Not Always Equal Cash
  • The Cash Flow Statement
  • Sample Cash Flow Statement
  • Glossary of Cash Flow Terms
  • Summary of Part 1

Part 2: Understanding Ratios and Percentages

  • Using Ratios Without Fear
  • How Ratios Are Developed
  • Five Basic Rules for Ratios
  • Summary of Part 2

Part 3: Four Types of Ratios

  • Introduction to Ratios
  • Glossary for Ratio Analysis
  • Ratio 1: Liquidity Ratios
  • Current Ratio
  • Turnover of Cash Ratio
  • Debt to Equity Ratio
  • Summary of Liquidity Ratios
  • Ratio 2: Profitability Ratios
  • Rate of Return on Sales Ratio
  • Rate of Return on Assets Ratio (ROA)
  • Rate of Return on Investment Ratio (ROI)
  • Summary of Profitability Ratios
  • Ratio 3: Efficiency Ratios
  • Average Collection Period Ratio
  • Inventory Turnover Ratio
  • Fixed Asset Turnover Ratio
  • Summary of Efficiency Ratios
  • Ratio 4: Market Ratios
  • Earnings Per Share
  • Price/Earning Ratio (P/E)
  • Dividend Yield

Part 4: How to Perform a Ratio Analysis

  • Introduction
  • What Is Significant?
  • Ratio Review Chart
  • Afterword
  • Summary of Part 4

Part 5: How to Perform an Expense Analysis

  • Is Anything Good About Expenses?
  • Examining Your Expenses
  • Increase the Return on Expenses
  • Summary of Part 5

Part 6: How to Control Your Business

  • How to Proceed
  • Trend Analysis
  • Cash Position Charting
  • Development of a Target Statement
  • Accounts Receivable Aging Schedule
  • Summary of Part 6

Basic Business Skills

Business Etiquette & Professionalism

Course Length: One day

Course Description

This is a superb overview to the subtleties and complexities of business etiquette. This course shows how to maintain a professional and competitive edge by understanding basic business etiquette. In addition to the exercises and activities on making introductions, dining out, sending and receiving gifts, public manners, tipping and attire, there is updated information on electronic etiquette.

Course Outline

Section 1: What Is Business Etiquette?

  • The Role of Good Manners in Business
  • Some Etiquette Basics
  • Exercise

Section 2: Principles of Impeccable Work Behavior

  • Principles of Impeccable Work Behavior
  • Exercise

Section 3: Meeting People

  • Meeting People
  • When You’re the Receptionist
  • When You’re In an Inside Office
  • Shaking Hands
  • Introducing People
  • Exercise

Section 4: Telephone Etiquette

  • Telephone Etiquette
  • Answering Your Phone
  • When Callers Are Discourteous
  • Screening Calls
  • Making and Returning Calls
  • Exercise

Section 5: Electronic Etiquette

  • Electronic Etiquette
  • Fax Machines
  • Answering Machines
  • Voice Mail
  • E-mail
  • Exercise

Section 6: Planning and Attending Business Meetings

  • Planning Meetings
  • Attending Meetings
  • Exercise

Section 7: Planning and Attending Meal Meetings

  • Planning Meal Meetings
  • Attending Business Meals
  • Exercise

Section 8: Business Invitations and Gifts

  • Sending Invitations
  • Responding to Invitations
  • Don’t Go Empty-Handed
  • Exercise

Section 9: Multicultural Etiquette

  • Multicultural Etiquette
  • Exercise

Organizing Your Work Space

Course Length: One day

Course Description

Tackle that endless paper flow with creative filing tips, clutter-busters, and workable action plans. Start today! Manage your desk and papers. Keep clutter away permanently. Avoid paper backlogs.

Course Outline

Section 1: Why Get Organized

  • Yes, You Can Get Organized
  • Benefits of Being Organized
  • Key Principles
  • Where Are You Now?

Section 2: How Backlogs Develop

  • What Is Clutter, Anyway?
  • How Do Paper Backlogs Develop?
  • Blocks to Getting Organized
  • Two Common Mental Blocks

Section 3: Where to Start

  • Decide On Your Goals
  • Where to Begin
  • The Bookcases: Reduce, Refer, Rearrange
  • Rearranging: How to Do It
  • Handling the Exceptions
  • Summary

Section 4: Your Work Area

  • The Credenza
  • Your Desk Drawers
  • Equipment
  • The File Drawers
  • Clearing the Top of Work Surfaces
  • How Are You Feeling?
  • Summary

Section 5: Filing It and Finding It

  • Common Filing Mistakes
  • Filing Guidelines
  • Setting Up Your Subject Files
  • Filing Principles
  • Additional Filing Information
  • How to Maintain Your Filing System
  • Summary

Section 6: Managing Your Desk and Your Papers

  • The Top of Your Desk
  • Out of Sight Is Out of Mind
  • Calendars
  • Daily To-Do Lists
  • Master List
  • Tracking Delegated Work
  • Summary

Section 7: Clearing Off the Stacks

  • Tying Up Loose Ends
  • Business Cards
  • Tickler Files
  • The Next-Week File
  • Odds and Ends
  • Maintaining Your Organization

Section 8: Managing Your Mail and Your Reading

  • Sorting Incoming Mail
  • Managing the Reading

Section 9: Managing E-Mail and Personal Organizers

  • Managing E-Mail
  • Cautions
  • Etiquette
  • Tips
  • Day Planners and Personal Organizers
  • Summary

Section 10: Quick Review, Charts and Checklists

  • Review: Getting Organized from A to Z
  • Review: Clearing the Top of Your Desk
  • Keep the Clutter Away, Permanently
  • Checklist: Monitor Your Progress

Section 11: A Friendly Reminder

  • A Final Word

Change Management

Change Management

Course Length: One day

Course Description

With today’s fast-paced and hectic way of doing business, change in the workplace has become an everyday reality. Change happens rapidly and sometimes with very little notice. Major changes such as mergers, takeovers, and layoffs can leave employees feeling confused, fearful, or disheartened. CHANGE MANAGEMENT helps managers work through organizational change with strategies for providing positive leadership while dealing effectively with resistance and other trouble spots. This newly updated course includes competency assessments to help managers become adept change leaders who will inspire and motivate their employees.

Course Outline

Part 1: Facing Change

  • The Pace of Organizational Change
  • Where to Focus Your Efforts
  • Managing in Today’s Changing Organization
  • The Importance of Continuous Learning
  • Organizational Responses to Change
  • The Leader’s Role During Change
  • Five Elements to Change Planning
  • Preparing for Change
  • Five Phases in Planning for Change

Part 2: Understanding Change

  • Recognizing That Change Involves Loss
  • Common Losses from Workplace Change
  • Building Supportive Relationships to Ease Change
  • Transitioning Through Change
  • The First Reaction to Change: Denial
  • The Second Phase: Resistance
  • Using Ritual to Transition Out of Resistance
  • The Final Phases: Exploration and Commitment
  • Identifying the Phases in Your Team’s Behavior
  • Management Strategies for Each Phase
  • Beware the Traps of Transitioning Too Quickly
  • Eight Guidelines for Leading Change

Part 3: Leading Change

  • Communicating About Change
  • Guidelines for Informing Your Team
  • Meeting with Employees Throughout the Change Process
  • Planning and Leading a Change Meeting
  • Formulating Your Message
  • Better Communication Through Active Listening
  • Setting the Stage for Engaging Your Team
  • Motivating Your Team to Get Involved
  • Six Steps for Setting Goals Together
  • Maintaining Employee Involvement
  • Becoming a Change Leader
  • Creating a Vision with Your Group

Part 4: Creating a Change Action Plan

  • An Action Plan for Success
  • Recommended Reading

Coaching and Mentoring

Be Your Own Coach

Course Length: One day

Course Description

This course will teach you how to recognize opportunities for personal and professional growth, define commitments to yourself and keep them, develop greater self-confidence and self-awareness, and understand the power of your feelings, moods, and reactions. It is possible for you to develop your own approach to learning and excel without the benefit of a formal coach. By developing self-coaching skills, you will empower yourself by creating new possibilities for growth for yourself and your organization.

Course Outline


  • Are You Coachable?

Part 1: Openings for Coaching

  • Four Opportunities for Coaching Yourself
  • Examples of Coaching Openings
  • Signs That You’ve Missed a Coaching Opening
  • The Coaching Approach

Part 2: In the Middle of This Road You Call Your Life

  • How Did You Get Where You Are?
  • What Is Your Story?
  • The Kaleidoscope View of Life
  • Identifying the Facts
  • Your Feelings
  • Your Moods
  • Your Words Create Your Reality
  • Right Speech
  • Your Desires
  • Your Intentions
  • Your Actions
  • Your Beliefs
  • The Only Way Out Is Forward
  • Four Stages of Movement

Part 3: The Coach’s Toolbox

  • Seven Tools for Achieving Breakthroughs
  • Tool 1: Choice Management
  • Tool 2: Moving to a New Domain
  • Tool 3: Self-Inquiry
  • Tool 4: Self-Observation
  • Tool 5: Practices
  • Tool 6: Commitment
  • Tool 7: Powerful Conversations and Effective Requests

Part 4: Supporting Yourself in the Coaching Process

  • Ways to Stay on Your New Path
  • Ways to Nurture Yourself During Your Process
  • Final Thoughts

Coaching and Counseling

Course Length: One day

Course Description

Fine-tune your skills as a motivating manager, supervisor, or adviser with this proven course. Learn the differences between counseling and coaching–and when to apply each technique for the best results. Student exercises will help you identify your weaker coaching and counseling skills and build upon your stronger ones.

Course Outline

Part 1: Coaching and Counseling

  • Definitions of Coaching and Counseling
  • The Benefits of Coaching
  • The Benefits of Counseling

Part 2: When to Coach or Counsel

  • Developing Your Awareness
  • Symptoms of Performance Problems
  • Root Causes of Performance Problems
  • Personal Problems that May Affect Job Performance
  • Depression
  • Grief Reactions
  • Hostility (that Could Lead to Violence)
  • Chemical Dependency
  • Case Studies: Evaluating Your Skills

Part 3: Giving and Receiving Feedback

  • Making Feedback Effective
  • Four Types of Feedback
  • Case Studies: Giving Feedback
  • Be a Positive Role Model

Part 4: Plan and Conduct Coaching and Counseling Sessions

  • Preparing for a Coaching and Counseling Session
  • Ten Guidelines for Conducting a Successful Coaching Session
  • Ten Guidelines for Conducting a Successful Counseling Session
  • Case Studies: Making a Plan
  • Performance Appraisal Guidelines
  • What to Do When All Else Fails
  • Disciplinary Action–The Last Alternative

Part 5: Appendix

  • Personal Action Plan
  • Additional Reading

Coaching for Development

Course Length: One day

Course Description

Upon finishing this course, you will have the skills to find out how to assess coaching needs, discover the six tools essential to coaching success, understand the roles of a coach, and learn how to supply the right advice and support. Today’s business environment is requiring managers to act more as coaches than “bosses.” They must motivate and lead, as well as become facilitators who empower through a common vision. Through effective coaching, managers can improve performance, personal growth, and increased job satisfaction for their employees and themselves.

Course Outline

Section 1: The New Role of Manager as Coach

  • Managers’ New Roles
  • Long-Term Implications

Section 2: Coaching for Development

  • What Is Coaching for Development?

Section 3: The Roles of a Coach

  • The Five Roles of a Coach
  • Sponsor
  • Mentor
  • Appraiser
  • Role Model
  • Teacher
  • Case Studies: Coaching for Development

Section 4: Tools for Coaches

  • Six Tools for Coaches
  • Action Plan for Success

Making the Most of Being Mentored

Course Length: One Day

Course Description

This course will teach you how to create a strong mentor/mentee relationship, and how to grow from that partnership. You will learn what mentors can offer you, ten reasons to become a mentee, how mentoring can help you manage your self-development, and how to pick a mentor. Mentoring programs have become prominent in many organizations, especially in today’s highly technical environment. Developing a strong mentor relationship is beneficial to the mentor, the mentee, and the organization. Some of the many benefits of being mentored are self and career development, new perspective and insights into organizational culture, and performance improvement and talent development.

Course Outline

Part 1: Mentor/Mentee: A Special Relationship

  • Three Basic Definitions
  • The Benefits of Being Mentored
  • Mentoring: from the Machine Age to the Information Age
  • A Growing Trend
  • Mentors Help/Mentees Do!
  • A New Perspective
  • Example: All in the Family
  • What Makes Mentoring Different and Special?
  • Using the Power of the Mentor Role
  • What Mentors Can Offer
  • The Mentoring Investment
  • Case Study: Networking

Part 2: The Proactive Mentee

  • The Mentee as Partner
  • Attracting a Mentor’s Help
  • Managing Your Own Self-Development
  • Determining Your Own Needs (or Wants)
  • Intrinsic Motivation and Autonomy
  • Becoming an Assertive Learner
  • Making a Habit of Life-Long Learning
  • Creating a Flexible Life Plan
  • Shifting Your Mental Context
  • Staying Flexible
  • Case Study: Turning Adversity into Opportunity

Part 3: Seven Special Mentee Skills

  • Identifying Useful Mentee Skills
  • Skill 1: Ask Productive Questions
  • Skill 2: Develop Key Listening Skills
  • Skill 3: Use Trust-Building Behaviors
  • Skill 4: Overcome the Awe Factor
  • Skill 5: Resolve Differences
  • Skill 6: Capture the Essence of Your Mentor’s Help
  • Skill 7: Internalize Your Mentor’s Input
  • Case Study: The Fagan Factor

Part 4: Building a Productive Relationship

  • Keys to Building a Productive Relationship
  • Getting Started in the Relationship
  • Establishing the Ground Rules
  • Establishing Procedures for Meetings
  • The Spectrum of Mentor/Mentee Interactions
  • The Evolution of the Partnership
  • Types of Mentoring Relationships
  • Aligning Your Needs and Your Mentor’s Abilities
  • Giving Something Back: Balancing the Relationship
  • Discovering Synergy!
  • Case Study: When Needs Are Not Met

Part 5: Maximizing Results

  • Ensuring Balance in Your Life
  • Identifying and Using Learning Styles
  • Diversity Issues in Mentoring
  • Cultural Diversity: Gaining a New Perspective
  • Overcoming Your Resistance to Change
  • Overcoming Inertia in the Organization
  • Avoiding the Power Game
  • Ending the Relationship
  • Case Study: The Problem With ‘Stars’

Part 6: Summary

  • Participating in the Organization of the Future
  • Mentees as Organizational Learning Links
  • The Long Bottom Line
  • Some Points to Remember


Achieving Consensus

Course Length: One day

Course Description

The ability to work together, make decisions together, and implement them is critical for success in group activities. This course offers the reader a practical approach to consensus building, explaining the concept of consensus, why it is important, and how it fits with other decision-making styles. It explores how to reach consensus and alignment, and provides the student with the necessary tools to help his or her team succeed.

Course Outline

Part 1: Defining Consensus

  • What Is Consensus?
  • Reaching Consensus Is Like Taking a Journey
  • How Consensus Fits With Other Decision Styles
  • Sources of Difficulty
  • Your Journey

Part 2: Your Role On the Road to Consensus

  • Deciding What to Pack
  • Taking Inventory
  • Things to Leave Behind
  • Focus on Strengths, Not Weaknesses

Part 3: Meeting to Achieve Consensus

  • You Can’t Achieve Consensus By Yourself
  • Let’s Make Steel
  • Are You a Consensus Master?

Part 4: Tools and Techniques

  • Using Your Tool Kit
  • Addressing Behavioral Obstacles
  • Your Role

Part 5: More Tools and Techniques

  • Using Your Tool Kit for Decision Obstacles
  • When All Else Fails

Part 6: Arriving At Consensusville

  • Where You Start Your Journey Is Not Where You End
  • Walking the Talk

E-Mail Management

Course Length: One day

Course Description

E-mail is very much an integral part of business communication today. Originally intended as a productivity-enhancing, time-saving tool, e-mail has evolved into a time-consuming, productivity-draining obligation that takes up much of our time and attention during business and personal hours. E-MAIL MANAGEMENT is the course to help you regain control of e-mail. The 50 tips in this course will help you learn how to manage your inbox, use Microsoft Outlook’s time-saving features, limit your personal use, and incorporate productivity-enhancing policies in your workplace.

Course Outline

Part 1: Taking Control of Incoming E-Mail
Easing Congestion in Your Inbox

  • Tip 1: Set Your Own Personal E-Mail Usage Policy
  • Tip 2: Set Auto Send/Receive to Limit Interruptions
  • Tip 3: Analyze Incoming Messages with a Critical Eye
  • Tip 4: Don’t Succumb to an E-Mail Sender’s Crisis
  • Tip 5: Acknowledge Legitimate E-Mail Promptly
  • Tip 6: Set Up Folders to Organize E-Mail
  • Tip 7: Purge Insignificant E-Mail at Day’s End
  • Tip 8: Clear Inbox Clutter
  • Tip 9: Reduce Spam Intake
  • Tip 10: Delete Spam as Soon as It Arrives
  • Tip 11: Subscribe with Care to E-Mail Lists
  • Tip 12: Add a BlackBerry to Your Management Toolbox
  • Tip 13: Minimize Personal E-Mail Use at Work
  • Tip 14: Assign a ‘Gatekeeper’ to Handle Your E-Mail
  • Tip 15: Challenge Yourself to Disconnect
  • Tip 16: Check E-Mail on Sunday to Jump-Start the Workweek

Part 2: Automating E-Mail Management with Microsoft Outlook®
Applying Outlook to Your Inbox

  • Tip 17: Visit Microsoft Office Online for Expert Advice
  • Tip 18: Skim Messages for Fast Action
  • Tip 19: Flag Messages for Follow-Up
  • Tip 20: Arrange Incoming Messages by Conversation
  • Tip 21: Perform E-Mail Magic with Rules Wizard
  • Tip 22: Find E-Mail Fast with Search Folders
  • Tip 23: Archive E-Mail with Outlook

Part 3: Managing Your Outgoing E-Mail
Respecting Others’ Time

  • Tip 24: Determine the Right Medium for the Message
  • Tip 25: E-Mail Less and Build Better Relationships
  • Tip 26: Reply Courteously and Sparingly
  • Tip 27: Copy with Care
  • Tip 28: Use Bcc to Control Replies
  • Tip 29: Write Subject Lines with Real Oomph!
  • Tip 30: Streamline Your Messages
  • Tip 31: Set Up an Electronic Signature
  • Tip 32: Use Caution When Forwarding E-Mail
  • Tip 33: Mind Your Electronic Manners
  • Tip 34: Keep Instant Messaging (IM) Professional
  • Tip 35: Don’t Be a BlackBerry Bully
  • Tip 36: Send Business Records Via Registered E-Mail

Part 4: Establishing Organizational E-Mail Management Policies
Controlling Clutter by Controlling Employee E-Mail

  • Tip 37: Set Limits on Personal E-Mail Use
  • Tip 38: Establish an E-Mail Response Time Policy
  • Tip 39: Establish Controls for Internal E-Mail
  • Tip 40: Introduce a Weekly No E Mail Day
  • Tip 41: Develop Writing Style Guidelines
  • Tip 42: Minimize Litigation Risks
  • Tip 43: Train Employees in E-Mail Management
  • Tip 44: Place Limits on Instant Messaging (IM)
  • Tip 45: Don’t Get Bogged Down by Blogging
  • Tip 46: Apply Technology to Force Inbox Emptying
  • Tip 47: Ban the BlackBerry from Business Meetings
  • Tip 48: Discipline Violators of E-Mail Policy
  • Tip 49: Install Content-Management Tools
  • Tip 50: Install Content-Security Tools

Face-to-Face Communication

Course Length: One day

Course Description

Even as technology has allowed us to connect with an ever-expanding global network through the click of a mouse, face-to-face communication is still as important as ever. Improving one’s in-person communication may seem nonessential and downright quaint in this computerized age, yet many workplace situations, often those involving conflict, feelings, or other sensitive issues, still demand human contact. FACE-TO-FACE COMMUNICATION explores why personal contact remains the most powerful type of human interaction and what students can do to improve their skills to become excellent communicators.

Course Outline

Part 1: Face the Facts

  • Recognize Face-to-Face Impact
  • Appreciate the Advantages
  • Understand the Behaviors
  • Conquer Your Fears
  • Factor in Personality Preferences
  • Review

Part 2: Practice Your Nonverbals

  • Value the Unspoken
  • Be Aware of Your Body
  • Check Your Physical Appearance
  • Take Advantage of Your Voice
  • Watch the Clock
  • Consider Spatial Arrangements
  • Review

Part 3: Choose Your Words Carefully

  • Realize Your Words Have Impact
  • Create a Positive Impression
  • Phrase Your Words for a Business Context
  • Update Your Language
  • Review

Part 4: Listen Closely

  • Enhance Your Listening Ability
  • Give Nonverbal Feedback
  • Delay Your Response
  • Paraphrase and Clarify
  • Affirm the Speaker’s Feelings
  • Suggest Options
  • Review

Part 5: Communicate Across the Miles

  • Adapt Face-to-Face Strengths to Other Communication
  • Respect Cross-Cultural Preferences
  • Gesture with Care
  • Learn Language Differences
  • Avoid Idiomatic Speech
  • Review

Office Politics

Course Length: One day

Course Description

Designed to be used by workers at all levels, this innovative new course addresses both the positive and negative aspects of office politics. It not only explains why political situations are so common, it also shows how you can use them to your benefit. Learn how to confidently and diplomatically respond to unfair situations, and even how to recover from your own political blunders. Discover the five simple rules of office politics that will enhance your career. The importance of mutual understanding and respect in dealing with office politics is emphasized, but tips of recognizing devious tactics are also provided.

Course Outline

Section 1: Understanding Workplace Politics

  • The Meaning of Office Politics
  • Politics Has Changed
  • Do You Need to Play the Game to Stay?

Section 2: The Way It Is

  • Why Political Situations Are Common
  • Your True Choices
  • The Endless Campaign
  • How Power Enables

Section 3: Politics Can Improve Your Career

  • How to Remain Politically Correct
  • The Power of Focus
  • Recognizing and Recovering from Mistakes
  • How to Use Political Correctness

Section 4: Devious Tactics Can Destroy

  • Recognize Devious Tactics
  • Avoid the Attackers
  • Never Lose Control
  • Are You Too Predictable?
  • Understanding Behavior

Section 5: The Long and Short of Office Relationships

  • Support at Every Level
  • Peers and Power Plays
  • Exploited Weaknesses
  • Your Communication Style
  • Glory Seeking or Healthy Ambition
  • Teamwork, Talent, Tensions
  • The Truth About R.E.S.P.E.C.T.
  • Workplace Friendships

Section 6: The Art of Political Negotiations

  • Negotiate with Skill
  • Political Styles
  • Knowledge and Political Negotiating Power

Section 7: Political Liberty

  • Your Political Rights
  • Politically Naïve to Politically Wise
  • Addressing Unacceptable Behavior
  • Your Strategy for Survival
  • It’s Not Whether You Win or Lose or Is It?

Presentation Skills

Course Length: One day

Course Description

Give confident, enthusiastic, and persuasive presentations. With an emphasis on the need for preparation and practice, this course provides guidance on how to organize, create, and deliver effective presentations. Conquer your fear of public speaking. Prepare and deliver well organized presentations. Capture and maintain audience interest.

Course Outline

Part 1: Assessing Your Skills

  • Evaluate Yourself
  • Dealing with Anxiety
  • Tips for Reducing Anxiety
  • Review Checklist

Part 2: Planning Your Presentation

  • Personal Appearance
  • Eight Steps to Preparing Your Presentation
  • Review Checklist

Part 3: Slides and Other Visual Aids

  • Developing and Using Visual Aids
  • 10 Tips for Planning Successful Slides and Visual Aids
  • Content Guidelines
  • Types of Charts and Graphs
  • Using Color
  • Developing Titles
  • Visualizing Ideas
  • Revelation and ¿Build¿ Slides
  • Directing Your Audience’s Focus

Part 4: New Technology for Presentations

  • Computer Technology
  • Using Presentation Software
  • 15 Tips for Creating Better Slides with Presentation Software
  • Teleconferencing and Videoconferencing
  • Get Ready, Get Set, Go!

Part 5: Preparing Your Presentation

  • Controlling the Presentation Environment
  • When You Can’t Practice–Successful Impromptu Speaking

Part 6: Delivering Your Presentation with Energy and Composure

  • Engaging Your Audience
  • Putting Energy to Work
  • Maintaining Composure
  • Question-and-Answer Techniques
  • Dealing with Hostile Questions
  • Final Review Checklist

The Business of Listening

Course Length: One day

Course Description

This course will show you how to become a better listener by demonstrating how your listening skills build either barriers or bridges. You will also learn ten steps to controlling emotional “hot buttons” and the impact of good listening skills on productivity. Most people think that the only message that will be heard is one of urgency; however, in today’s fast-paced world even urgent messages are ignored. Becoming an active listener will help your productivity and success by helping you extract important details from every message.

Course Outline

Part 1: Why Should You Listen?

  • What’s In It for You?
  • What’s In It for Your Organization?
  • What Do You Know About Listening?
  • The Joy of Small Change

Part 2: Four Key Elements of Good Listening

  • How to Be a Good Listener
  • Key Element 1: Hear the Message
  • Key Element 2: Interpret the Message
  • Key Element 3: Evaluate the Message
  • Key Element 4: Respond to the Message
  • Review Lab for Key Elements 1-4

Part 3: Your Listening Style

  • You Are Unique
  • The Promoting Style
  • The Supporting Style
  • The Directive Style
  • The Analytical Style

Part 4: What’s Your Listening Attitude?

  • A Listening Attitude: Your Key to Success
  • Barriers to Communication
  • Bridges to Communication
  • How Well Do You Listen?
  • How to Stomp Bad Listening Habits
  • How to Help Someone Listen to You

Part 5: Ten Tips for Tip-Top Listening

  • Listening Louder
  • Tip 1: Take Notes
  • Tip 2: Listen Now, Report Later
  • Tip 3: Want to Listen
  • Tip 4: Be Present
  • Tip 5: Anticipate Excellence
  • Tip 6: Become a Whole Body Listener
  • Tip 7: Build Rapport by Pacing the Speaker
  • Tip 8: Control Your Emotional Hot-buttons
  • Tip 9: Control Distractions
  • Tip 10: Listening Is a Gift, Give Generously

Winning at Human Relations

Course Length: One day

Course Description

Lost productivity, employee turnover, and damaged morale are only a few of the consequences of unresolved conflicts. Positive human relations affect the work environment and ultimately, the success of an organization. Winning at Human Relations shows students how to build healthy, supportive relationships in the workplace while recognizing behaviors that may lead to self-sabotage.

Course Outline

Part 1: Understanding Human Relations Skills

  • Recognizing the Importance of Human Relations
  • Focusing on the Relationship, Not the Personality
  • Possessing a Positive Attitude
  • Leveling the Workload
  • Building Relationships with Co-Workers
  • Maintaining Relationships Through Communication
  • Practicing the Mutual Reward Theory
  • Controlling Reactions to Emotional Trigger Points
  • Avoiding Absenteeism and Tardiness
  • Staying Focused During Career Plateaus
  • Balancing Career and Personal Problems
  • Preventing Common Misunderstandings
  • Part 1 Summary

Part 2: Repairing Damaged Relationships

  • Being Willing to Repair a Relationship
  • Opening Up a Relationship for Discussion
  • Resolving Conflicts
  • Compromising to Ward Off Conflict
  • Rebuilding a Relationship with Your Supervisor
  • Dealing with Sharks
  • Part 2 Summary

Part 3: Protecting Yourself from Self-Sabotage

  • Understanding Self-Sabotage
  • Acknowledging the Impact on Self and Career
  • Guarding Against Escalating Conflict
  • Assessing Risk Level in a Relationship
  • Agreeing on Contributions to the Relationship
  • Knowing Your Vulnerability to Self-Sabotage
  • Looking at the Big Picture
  • Part 3 Summary

Part 4: Putting It All Together into a Winning Strategy

  • Ten Techniques for Winning at Human Relations
  • Create and Maintain a Variety of Relationships
  • See Relationships, Not Personalities
  • Practice the Mutual Reward Theory
  • Let Small Irritations Pass
  • Recognize Warning Signals
  • Choose Advisers Carefully
  • Distance Yourself from Unresolvable Conflict
  • Know When to Compromise
  • Have a Plan B Ready
  • Protect Your Attitude

Customer Service

Customer Service

Course Length: One day

Course Description

Master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.

Course Outline

Part 1: The CSR–A Powerful Voice

  • The CSR’s Valuable Role
  • First Impressions Count
  • The Call Center Challenge
  • The Quality Call

Part 2: Gaining the Professional Edge

  • Six Elements of Professionalism
  • Element 1: Manage the Customer Call
  • Element 2: Know Your Products and Services
  • Element 3: Be a Team Player
  • Element 4: Remain Customer Focused
  • Element 5: Take Responsibility
  • Element 6: Make a Commitment

Part 3: The All-Important Customer

  • Recognizing the Customer’s Style
  • Tailoring Your Responses
  • Guidelines for Analytical and Assertive Customers
  • Understanding Your Own Behavioral Style
  • Eight Customer Needs

Part 4: Building Your Communication Skills

  • Ten Essential Communication Skills
  • Skill 1: Listening Effectively
  • Skill 2: Extending Common Courtesy
  • Skill 3: Avoiding Statements That Give the Wrong Impression
  • Skill 4: Using the Customer’s Language
  • Skill 5: Gathering Customer Information
  • Skill 6: Satisfying the Angry Customer
  • Skill 7: Managing Technology
  • Skill 8: Writing Effective Email
  • Skill 9: Mental Scripting
  • Skill 10: Closing the Conversation

Part 5: Attitude–Your Most Important Asset

  • Shaping Your Attitude
  • Choosing a Positive Attitude
  • The Impact of Stress on Your Attitude
  • The Call Center Workload
  • Avoiding Office Gossip and Drama

Part 6: A Plan for Self Improvement

  • Three Steps to Self Improvement
  • Step 1: Take Stock of Your Skills
  • Step 2: Define Your Objectives
  • Step 3: Develop Your Action Plan

Calming Upset Customers

Course Length: One day

Course Description

This course will demonstrate communication techniques that build customer loyalty, and how to defuse customer anger with attentive listening and empathy, focus on the customer’s needs without blaming, and respond to personal accusations without becoming defensive. Customers are your most important assets, but sometimes they get upset. It’s critical to learn what steps to take to address the situation quickly and tactfully, and what can be done to keep the customer coming back. You will learn how listening, nonverbal communication, feedback, and management all help to deal with an unhappy customer, and turn the situation into a positive one.

Course Outline

Part 1: The Importance of Calming Upset Customers

  • Customer Satisfaction: Everyone’s Job
  • Upset Customers Don’t Come Back
  • You Want Customers to Complain
  • A Learning Opportunity

Part 2: Why Customers Get Upset

  • Start by Looking for the Cause
  • A Customer Could Be Upset Because…
  • Avoiding Upsets
  • Returning Calls

Part 3: Preventing Behaviors That Irritate Others

  • Be Proactive in Preventing Escalation
  • Personal Presentation
  • Nonverbal Communication
  • Words That Make a Difference

Part 4: Practicing Behaviors That Calm Customers

  • Taking Action to Reverse Anger
  • The Customer Wants
  • Listening Habits
  • More Words to Watch
  • Additional Pointers
  • Calming Customers over the Phone
  • Calming Customers via E-Mail
  • Steps for Dealing with an Upset Customer
  • A Note about Case Studies
  • After the Customer Has Gone
  • Don’t Take It Personally or Bore Your Co-Workers
  • Review: What Did We Cover?

Part 5: Tips for Managers

  • Guidelines for Managers
  • Creating an Environment for Customer Satisfaction
  • Using This Book for a Staff Meeting
  • When Managers Calm Upset Customers
  • Managing Upset Employees

Customer Satisfaction

Course Length: One day

Course Description

After completing this course, you’ll have the skills to build and maintain long-term customer relationships, handle difficult people, and overcome barriers to customer satisfaction. By learning to define targets for superior customer service, you will create repeat business with every customer contact you make. Providing superior service means solving problems, dealing with frustrations and stress, giving and receiving feedback, avoiding placing blame on others, and communicating effectively. This course will teach you all the critical skills to achieve outstanding customer satisfaction.

Course Outline

Personal Customer Satisfaction Action Plan

Part 1: Clearing the Barriers
Chapter 1: How Customer Relationship Skills Can Build Your Success

  • Building Customer Relationships for Repeat Business
  • Success Stories

Chapter 2: Dealing with Difficult People

  • Job Frustrations and Difficult People
  • The Secret of Success
  • Save Time by Taking Situations Professionally
  • Keep the Spotlight on the Issue

Chapter 3: Burnout Threat to Customer Satisfaction

  • Eight Common Signs of Burnout
  • Additional Signs of Burnout
  • Five Techniques for Preventing Burnout

Chapter 4: The Secret to Getting More Cooperation

  • Updating Your Beliefs
  • A Selfish and Successful Strategy for Getting More Cooperation
  • Roadblocks to Avoid
  • Working as Partners Treating Your Boss as a Customer

Part 2: Building the Foundation
Chapter 5: The Problem with Customer Service

  • Satisfaction Is Defined by the Customer
  • Meet the Requirements of the People You Serve
  • Customer Satisfaction Is Easier When You Have Targets
  • A Shortcut for Defining Targets
  • The Pleasant Payoff

Chapter 6: The Customer Is Not Always Right, But¿

  • The Customer Is Always the Customer
  • Blaming a Barrier to Problem Solving
  • Shortcut to Stopping the Blame Habit
  • Seven Practical Steps to Customer Problem Solving

Part 3: Using the Tools
Chapter 7: Getting What You Want

  • Make It Easy for Others to Cooperate with You
  • Six Cooperation Techniques

Chapter 8: Building Motivation with Customer Feedback

  • People Need to Know How They Are Doing
  • A Simple System for Obtaining Feedback
  • Protect Yourself with Ongoing Feedback
  • Get Systematic Feedback from Your Customers
  • The Best Kind of Customer Feedback
  • Talk About Customer Feedback

Chapter 9: How to Keep It Going

  • Success Secret 1: Give Yourself More Blue Ribbons
  • Success Secret 2: Hand out More Blue Ribbons
  • Success Secret 3: Treat This Book as a Tool Kit
  • Remember the Customer Satisfaction Essentials

Customer Service in the Information Age

Course Length: One day

Course Description

Customer service has changed dramatically over the past few decades. New technology has given customer service personnel more options for reaching customers, even as it has given consumers easier access to data and information. CUSTOMER SERVICE IN THE INFORMATION AGE explains how businesses can still provide great customer service with a personal touch–whether it is through e-mail, the telephone, or a company Web site. The tips presented in this course will give organizations concrete suggestions for how to use the technological options available today to elevate their customer service to the next level and build relationships that will result in loyal and satisfied customers.

Course Outline

Part 1: Customer Service Basics with a New-Century Twist

  • Choose Common Sense Over Technology
  • Understand the Whys Behind Company Policies
  • Help Customers Feel Like Insiders, Not Onlookers
  • Keep Current on Your Company’s Promotions
  • Show Respect for Your Customers Time
  • Promise Less and Deliver More
  • Tell Customers You Appreciate Their Business
  • Review

Part 2: Customer Service on the Web

  • Supplement the Software with Human Interaction
  • Facilitate Customer Service with Technology
  • Monitor Your Company’s Internet Customer Service
  • Design Your Web Site to Be Customer-Focused
  • Include Contact Information on the Site
  • Make Contact Information Easy to Find
  • Offer After-the-Sale Help Through Multiple Means
  • Post Your Privacy Policy in Plain Language
  • Test Your Company’s Web Site for Effectiveness
  • Review

Part 3: Providing E-Mail Customer Service

  • Consider E-Mails to Be Public, Legal Documents
  • Know Your Company’s E-Mail Policies
  • Present a Positive Impression to Your Customers
  • Offer Apologies as Needed
  • Respond Promptly to All Customer E-Mail
  • Personalize Your E-Mail Responses
  • Give Complete Information in Everyday Language
  • Quote Senders¿ Queries to Craft Your Responses
  • Review

Part 4: Customer Relationship Management (CRM) and Service

  • What Is Customer Relationship Management, or CRM?
  • Emphasize Customer Retention
  • Provide Customer Service Based on the 80/20 Rule
  • Mine Referral Business from Existing Customers
  • Keep Your Promises to Customers
  • Build Customer Loyalty with After-the-Sale Service
  • Work to Eliminate Irritating Policies and Procedures
  • Keep Up with Changing Customer Expectations
  • Reward Customers for Staying with Your Company
  • Review

Part 5: Effective Automated Telephone Service

  • Determine Telephone Service by Customer Needs
  • Set Up Automated Systems Correctly
  • Check Regularly for Proper Operation
  • Keep Automated Messages Brief
  • Return Voice Mail Calls Promptly
  • Review

Quality Customer Service

Course Length: One day

Course Description

The techniques and tools covered in this course will help you understand the basic needs of customers, outline four reasons why quality service is important, teach you how to handle complaints and difficult customers, and help you anticipate your customer’s needs. Everyone in an organization has something to do with customers daily. Customer service is the foundation on which success and profitability can be built. This course guides you through the establishment of quality customer service procedures to build your company’s business. The principles covered can be applied for internal and external customers alike.

Course Outline

Part 1: Winning with the Customer

  • Do You Have What It Takes to Win with the Customer?
  • Comparing Customer Service to a Refrigerator
  • What Is Quality Customer Service?
  • Four Reasons Why Quality Service Is Important
  • Adopting a Customer Service Perspective
  • Why Winning at Customer Service Is Important to You

Part 2: Four Steps to Quality Customer Service

  • Quality Customer Service
  • Step 1: Transmit a Positive Attitude
    • Be Attentive to Your Appearance
    • Monitor the Sound of Your Voice
    • Use the Telephone Effectively
    • Stay Energized
    • Summary and Follow-Up
  • Step 2: Identify Customer Needs
    • Understand Basic Needs
    • Be Aware of Timing Requirements
    • Stay One Step Ahead of Your Customers
    • Remain Attentive
    • Practice Skillful Listening
    • Obtain Feedback
    • Summary and Follow-Up
  • Step 3: Provide for the Needs of Your Customers
    • What Are the Characteristics of the Services You Provide?
    • Meet Basic Needs
    • Perform Important Back-Up Duties
    • Send Clear Messages
    • Say the Right Thing
    • Sell Your Organization’s Uniqueness
    • Meet the Computer Challenge
    • Prepare for the Unexpected
    • Summary
  • Step 4: Make Sure Your Customers Return
    • Handle Complaints Effectively
    • Get Difficult Customers on Your Side
    • Take That One Extra Service Step
    • Summary

Part 3: Notes and Comments

  • Assess Your Customer Service Skills
  • Service Provider Self-Assessment Scale
  • Scoring the SP SAS
  • Conclusion
  • Author’s Notes and Comments
  • Additional Reading
  • To the Supervisor and/or Trainer
  • Upon Completion of the Program

Telephone Courtesy & Customer Service

Course Length: One day

Course Description

Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand customers’ needs. Ask effective questions. Master proper telephone techniques.

Course Outline

Part 1: Quality Customer Service

  • You Play a Key Role
  • Customer Service is everyone’s Responsibility
  • The Importance of the Telephone within Your Organization

Part 2: Proper Telephone Skills

  • Skill 1: Handing the Telephone
  • Skill 2: Mastering Voice Inflection
  • Skill 3: Using Your Best Voice
  • Skill 4: Addressing the Caller
  • Skill 5: Answering the Telephone
  • Skill 6: Practicing Effective Listening
  • Skill 7: Managing Objections
  • Skill 8: Learning the Art of Negotiation
  • Skill 9: Making the Service Follow-up Call
  • Skill 10: Asking Questions
  • Skill 11: Making the Outbound Service Call
  • Skill 12: Delivering Bad News
  • Skill 13: Managing Different Caller Behaviors
  • Skill 14: Managing Telephone Messages
  • Skill 15: Managing the Customer Callback
  • Skill 16: Avoiding Statements that Give the Wrong Impression
  • Skill 17: Managing Technology
  • Skill 18: Closing the Conversation

Part 3: Understanding Customer Needs

  • Take Time to Understand
  • What Your Customer Wants
  • Interpreting Customer Needs
  • Attitude Is Your Key to Success
  • Quality Customer Service Defined

Part 4: Managing the Customer’s Perception

  • Create a Positive Image
  • Your Telephone Service Skills Inventory
  • Your Action Plan for Better Service

Decision Making

Creative Decision Making

Course Length: One day

Course Description

You have probably been taught to use your logic and reasoning to make the best decisions. Although this is certainly sensible advice, the future is unpredictable, and uncertainty can never be eliminated from the decision-making process. The key is to be positive about uncertainty, which is approaching every decision with an open mind to create more future possibilities, even while assuming that change is inevitable. Creative Decision Making helps you do just that by presenting four paradoxical principles designed to expand the way you think about the decisions you make. This revised course includes discussion on using positive uncertainty to manage information overload and what you can do to decide creatively in today’s more rapidly changing world.

Course Outline

Introduction: The What and Why of Positive Uncertainty

  • Are You Ready for Positive Uncertainty?
  • What Is Positive Uncertainty?
  • Why Be Positive About Uncertainty?
  • Getting Started with Creative Decision Making

Part 1: Paradoxical Principle 1

  • Be Focused and Flexible About What You Want
  • Identify Barriers to Knowing What You Want
  • Use Goals to Guide You, Not Govern You
  • Take Your Eye off the Target
  • Treat Goals as Hypotheses
  • Uncover Future Phobia
  • Mine Goals from Past and Future Events
  • Clarify the Big and Little Things You Want
  • Postscript

Part 2: Paradoxical Principle 2

  • Be Aware and Wary of What You Know
  • Question the Validity of Information You Receive
  • More Information Can Cause More Uncertainty
  • Case Study: Coffee Culture
  • Watch Out for Info-Mania
  • Open Your Mind to New Knowledge
  • Expand Your Thinking about Other Possibilities
  • Postscript

Part 3: Paradoxical Principle 3

  • Be Realistic and Optimistic About What You Believe
  • Recognize That Reality Is in the Mind of the Beholder
  • Be Wary of Your Dogma
  • Perceive Perceptive Paralysis
  • Treat Beliefs as Prophecy
  • Dream Precisely to Create a Positive Future
  • Uncover Your Beliefs through Metaphor
  • Explore Your Personal Metaphor
  • Use Scenario Rehearsal in Decision Making
  • Postscript

Part 4: Paradoxical Principle 4

  • Be Practical and Magical About What You Do
  • Treat Intuition as Intelligence
  • Become Aware of Your Decision Strategies
  • Recognize Reverse Paranoia
  • Learn to Plan and Plan to Learn
  • Visualize Outcomes with Decision Trees
  • See the Bigger Picture in Outcomes Windows
  • Postscript


  • Actions for Practice
  • The Perennial Decision-Making Questions
  • Positive Uncertainty Exercises


Dynamics of Diversity

Course Length: One day

Course Description

Diversity is a key element in any successful workplace, but to be successful, a diverse workforce must learn to work together. This course helps you implement a company-wide diversity training program. Learn how to expose key issues, get your management’s buy-in, develop and implement your plan, and more.

Course Outline

Part 1: An Overview of Diversity

  • What Diversity Is
  • Why Do Diversity Now?
  • Why Big Business Supports Diversity
  • What Can I Do?
  • EEO, AA and Diversity: What’s the Difference?
  • Why Some Diversity Programs Fail
  • Involving Senior Management
  • How Organizations Benefit from Diversity

Part 2: Implementing a Five-Step Diversity Training Process

  • Step 1: Start with a Vision of Diversity
  • Step 2: Conduct a Cultural Audit
    • Design a Comprehensive Cultural Audit
  • Step 3: Form a Diversity Task Force
    • The Role of Human Resources
  • Step 4: Design a Diversity Training Program
    • Training Design Basics
    • Diversity Training is Unique
    • Co facilitation Enhances Training
  • Step 5: Train People to Train
    • The Training of Trainers
    • The Ultimate Diversity Trainer
  • Summary

Putting Diversity to Work

Course Length: One day

Course Description

Putting diversity to work in today’s organization is everyone’s job. More and more, organizations are seeing that true success occurs on not just one, but on three bottom lines: profit, people, and planet. This course focuses on the business case and best practices for bringing the best out of all kinds of people. It is for people who manage people and care for the places in which people work.

Course Outline

Making the Business Case for Diversity

Part 1: Enabling Your Organization to Embrace Diversity

  • Improving the Bottom Line through Diversity
  • Taking Advantage of Diversity in Your Organization
  • Identifying Your Stakeholders on a Mind Map
  • Facilitating Stakeholder Synergy
  • Five Organizational Traits That Support Diversity
  • Diversifying Your Organization’s Supply Chain
  • Benchmarking to Improve Diversity Practices
  • Embracing Diversity Strategies from Benchmarking
  • Return on Invested Capital (ROIC)
  • Recognizing the Sings of Success

Part 2: Developing Yourself to Embrace Diversity

  • Common Ideas about Diversity
  • What Exactly Is Diversity?
  • 66 Ways We Differ
  • Exploring Your Values
  • Rethinking Your Biases and Assumptions
  • Learning about Others
  • Becoming a Diversity Leader
  • Making Diversity Your C-H-O-I-C-E
  • Getting IN-IN-IN to the Diversity Mind-set
  • Transitioning Through Change
  • Progress Check

Part 3: Leading and Communicating

  • Outlining Diversity Competencies for Managers
  • Communicating Face-to-Face
  • Asking Questions to Create Rapport
  • Increasing Employee Involvement
  • Ten Tips for Managing Multicultural Employees
  • Putting Diversity to Work Electronically
  • Showing Your Organization’s Diversity Online
  • Leading and Managing Diversity Online
  • Using Electronic Tools Effectively
  • Ten Tips for E-Mailing Across Borders and Cultures
  • Progress Check

Part 4: Diversifying Your Workplace Successfully

  • Recruiting for Diversity
  • Examining Your Attitudes about Job Candidates
  • Rethinking Your Beliefs
  • Questions to Avoid During an Interview
  • Finding Employees Who Will Stay Long-Term
  • Introducing New Employees into the Organization
  • Retaining Diverse Talent
  • Choosing Employees for Promotion
  • Supporting Diverse Leadership Styles
  • Encouraging Input from Everyone on the Team
  • Analyzing Diversity Challenges
  • Understanding Conflict Resolution Styles
  • Managing People in Conflict
  • Dealing with Sexual Harassment
  • Progress Check


Ethics in Business

Course Length: One day

Course Description

In this course you will learn the five rules of ethical behavior, explore ethical approaches to employee discipline, examine how personal values influence professional behavior, and follow a ten-step process for solving ethics-related business problems. Ethical management practices are essential to every business’s success. Managers must make sure organizational rules and codes of conduct are being followed, as well as handle ethical issues concerning relationships. This course will help you recognize and think through ethical issues when they arise, correct unethical practices that may have been previously unnoticed or ignored, and communicate the need for applying ethical principles at all organizational levels.

Course Outline

Part 1: Understanding the Problem and the Need

  • Some Important Objectives for the Reader
  • Definitions of Ethics
  • Identifying Your Ethical Concerns
  • Case Study 1-Harass Him until He Quits

Part 2: The Forces That Shape Ethical Behavior

  • When and Where Do We Develop Ethical Values
  • Ethics and Your Job
  • Factors That Modify Ethical Values
  • Case Study 2-The Dilemma at the Build Big Company

Part 3: Ethical Considerations in Transactions with Employees

  • Ethical Implications in Choosing Between People
  • Ethics and Performance Appraisal
  • Case Study 3-The Dance of the Lemons
  • Ethics and Communications with Employees
  • Ethical Approaches to Maintaining Discipline
  • Administering Reward Systems

Part 4: Ethical Consideration in Transactions with the Boss

  • Following Orders and Directives from Above
  • Case Study 4-Just a Modest Change in the Records
  • Supporting and Communicating with the Boss
  • Ten Ethical Mistakes to Avoid

Part 5: Ethical Considerations in Transactions with Your Peers

  • Supporting and Communicating with Peers
  • Collaboration-A Beneficial and Ethical Tool
  • Constructive Problem Solving
  • Case Study 5-The Dueling Managers

Part 6: Solving Ethical Problems

  • An Organized Approach
  • Solving Ethical Problems: The Ten Step Method
  • Case Study 6-Is Process Insurance Enough?

Part 7: Review and Suggestions for the Future

  • Reading Review
  • Five Rules for Ethical Behavior
  • Design a Life Plan for the Future
  • Responses to Cases

Human Resources

Coping with Workplace Grief

Course Length: One day

Course Description

The losses we experience are seldom ones we have control over. Changes in the workplace, such as mergers, downsizing, and reorganization, or the death or serious illness of a loved one or a co-worker, affect our morale and productivity. If you are coping with major changes in your life, you may be feeling pain, anger, or fear–and that’s perfectly normal. COPING WITH WORKPLACE GRIEF shows you that you are not alone, and that grieving is not a sign of weakness or a bad attitude. Not only are you allowed to grieve, you can, and should, ask for help. This course can be your first step in the healing process. You will learn about the sources of change in the workplace, and explore the different ways people react to change. If you are helping a grieving person cope, this course offers techniques to help you give this person support. Everyone grieves differently, and there is no timetable for mourning. But you can find the courage to get through. This course will show you how.

Course Outline

Part 1: Sources of Loss and Grief in the Workplace

  • Ongoing Workplace Change
  • Mergers, Layoffs, and Reorganization
  • The Effects of Workplace Change
  • Co-Worker Deaths, Accidents, and Disasters
  • The Stages of Workplace Transformation

Part 2: The Complexities of Grief

  • Attachment, Bonding, and Loss
  • Defining Grief and Its Causes
  • Why All Loss Is Like a Death
  • Different Tears for Different Peers
  • Bowlby’s Basic Phases of Loss and Mourning
  • Kübler-Ross Descriptions of Reactions to Loss

Part 3: The Effects of Grief on Employees

  • What Grieving Employees Are Feeling
  • Expressions of Grief in the Workplace
  • Changes in Employee Attitudes and Behaviors
  • Grief Reactions to Change-Loss
  • Why Productivity Plummets Amid Grief
  • The Pitfalls of Not Attending to Grief
  • The Three Sources of Unresolved Grief
  • The Costs of Storing, Rather Than Addressing, Grief
  • New Meanings for the New Workplace

Part 4: Helping Employees Cope

  • Workplace Change and Loss: The Burdens and Benefits
  • The Four Tasks of Workplace Mourning
  • Helping People Heal by Listening
  • Do¿s and Don¿ts for Supporting Grieving Employees
  • Quick Tips for Helping
  • Ten Guidelines for Organizations Undergoing Change
  • Grief Support During Organizational Transition
  • A Final Statement


Course Length: One day

Course Description

Generate excitement and ownership in every level of your organization by using this step-by-step plan for empowerment. Gauge the current environment, strengthen team relationships, and develop new processes that support a proactive workforce. Create a working environment that encourages innovation and commitment. Enable employees to use their full talents and abilities. Make a real difference for your company, your team, and yourself!

Course Outline

Chapter 1: The Road to Empowerment
Chapter 2: From the Pyramid to the Circle
Chapter 3: Testing the Climate for Empowerment
Chapter 4: Three Paths to Empowerment
Chapter 5: Motivating Through Self-Esteem
Chapter 6: Developing Collaborative Relationships
Chapter 7: Establishing Facilitative Leadership
Chapter 8: Building Empowered Teams
Chapter 9: Influencing Organizational Change

Jobs and Careers

Achieving Job Satisfaction

Course Length: One day

Course Description

Are you getting as much satisfaction out of your job as you should? This course will help you determine your level of satisfaction and then it will assist you in making positive changes to increase both your satisfaction level and quality of work.

Course Outline

Part 1: Accepting the Challenge

  • What Is Job Satisfaction?
  • Are Workers Getting Job Satisfaction?
  • Live Up to Your Potential

Part 2: The Psychology of Job Satisfacation

  • Job Satisfaction Scale
  • Rating Your Sources of Job Satisfaction
  • Employee Job Satisfaction Norms
  • Management Job Satisfaction Norms

Part 3: More than ¿Just a Job¿

  • The Sources of Satisfaction
  • Case Study: Casual Days
  • Case Study: All or Nothing
  • Empower Yourself

Part 4: Attitude Traps

  • Which Trap Are You Caught In?

Part 5: Exercises to Close the Gap

  • Exercise 1: Workshop Guide
  • Exercise 2: Job Satisfaction Assessment
  • Exercise 3: 15 Questions
  • A Self-Improvement Plan

Developing as a Professional

Course Length: One day

Course Outline

Part 1: Become a Professional

  • Tip 1: Define Professionalism for Yourself
  • Tip 2: Develop a Professional Attitude
  • Tip 3: Respect Yourself
  • Tip 4: Respect Others
  • Tip 5: Be a Team Player
  • Tip 6: Respect the Chain of Command
  • Tip 7: Beware of Office Politics
  • Tip 8: Develop Good Work Habits
  • Tip 9: Act Like a Professional
  • Tip 10: Professionalism Checklist

Part 2: Mind Your Manners

  • Tip 11: Practice Gender-Neutral Etiquette
  • Tip 12: Master Business Entertaining
  • Tip 13: Tip Appropriately
  • Tip 14: Model Mealtime Etiquette
  • Tip 15: Meet and Greet People
  • Tip 16: Mind Your Cubicle Manners
  • Tip 17: Don’t Blow Smoke
  • Tip 18: Manners Checklist

Part 3: Act Like a Professional

  • Tip 19: Socialize Without Damaging Your Reputation
  • Tip 20: Have Professional Relationships
  • Tip 21: Network Like a Pro
  • Tip 22: Dress the Part
  • Tip 23: Be Well Groomed
  • Tip 24: Communicate Professionally
  • Tip 25: Be Assertive, Not Aggressive
  • Tip 26: Watch Your Body Language
  • Tip 27: Listen and Learn
  • Tip 28: Give and Receive Feedback
  • Tip 29: Maximize Phone and E-Mail Messages
  • Tip 30: Communication Checklist

Part 4: Improve Your Skills

  • Tip 31: Keep Learning and Improving
  • Tip 32: Improve Your Writing Skills
  • Tip 33: Present Like a Pro
  • Tip 34: Be a Problem Solver, Not a Problem
  • Tip 35: Make Good Decisions
  • Tip 36: Set and Achieve Goals
  • Tip 37: Schedule Your Time
  • Tip 38: Organize Your Workspace
  • Tip 39: Manage Meetings Efficiently
  • Tip 40: Improvement Checklist

Part 5: Cope with Challenges

  • Tip 41: Manage Difficult Situations
  • Tip 42: Handle Mistakes and Apologies
  • Tip 43: Defuse Conflict
  • Tip 44: Manage Anger
  • Tip 45: Interact Effectively with Difficult People
  • Tip 46: Deal with Pressure and Stress
  • Tip 47: Avoid Gossip and Backbiting
  • Tip 48: Beware of Sexual Harassment
  • Tip 49: Practice Intercultural Courtesy
  • Tip 50: Success Checklist
  • Professionalism Assessment

Networking for Success

Course Length: One day

Course Description

This course will help you build the tools to initiate a networking plan with specific goals, establish relationships that are meaningful and long-term, use electronic media to expand your network, and develop ways to promote yourself through your networking. Knowing how to network is an important skill for everyone to have. To get a new job, secure a promotion, publicize your favorite cause, or build a business, you have to create a networking strategy. Everyone has a personal networking style, and this course will help you understand your style, and design an approach that will work for you.

Course Outline

Part 1: Understanding Successful Networking

  • Establishing Contacts with a Purpose
  • Networking Is a Two-Way Street
  • Avoiding Networking Pitfalls
  • Sharpening Your Networking Focus

Part 2: Building Networking Relationships

  • Cultivating Existing Contacts
  • Expanding Your Networking Circle
  • Scripting Your 30-Second Self-Introduction
  • Preparing for Networking Events
  • Nurturing Your Support System
  • Finding a Mentor

Part 3: Refining Your Professional Presence

  • Making a Positive First Impression
  • Turning Small Talk into Big Business
  • Conversational Do’s and Don’ts
  • Mastering the Art of Listening
  • Projecting Your Image on Paper: Business Cards

Part 4: Bell-Ringing Telephone Techniques

  • Identifying Key Contact Points
  • Cultivating the Gatekeeper
  • Introducing Yourself by Telephone
  • Networking Through Voice Mail

Part 5: Networking via E-Mail and the Internet

  • Reaching Your Contacts Through E-Mail
  • Formulating an Effective E-Mail Message
  • Signing Off with a Signature File
  • Tapping into Online Alumni Networks
  • Welcome to My Web: Creating Your Online Presence
  • Surfing the Web for Networking Leads
  • Netiquette Guidelines for Networkers
  • Taking Time for Snail Mail

Part 6: The Networking Power of Self-Promotion

  • Tooting Your Own Horn
  • Spreading Your News in a Press Release
  • Press Release Writing 101
  • Writing Bylined Articles
  • Putting a Face to Your Name
  • Promoting Yourself Through Speaking Engagements
  • Volunteering for Networking Success
  • Making the Most of Trade Shows and Conventions

Part 7: Special Networking Challenges: Novices and Veterans

  • Recent College Graduates: Learning the Ropes
  • Senior Executives: Searching the Hidden Job Market



Course Length: One day

Course Description

After the high-profile corporate accounting scandals in the early years of this century, the U.S. Congress sought to restore the credibility of the stock market. The result was the Sarbanes-Oxley Act of 2002 which protects the interests of investors and employees by making corporate disclosures more accurate and reliable. This course provides a basic understanding of this monumental legislation, its impact on public companies, and how these businesses can comply.

Course Outline

Part 1: Sarbanes-Oxley Overview

  • Introduction
  • Origin of the Sarbanes-Oxley Act
  • What Is Covered by Sarbanes-Oxley?
  • What Employees Need to Know
  • Summary

Part 2: Director Independence

  • Introduction
  • Strengthening Federal and State Laws and Stock Exchange Rules
  • Rules for Independent Directors
  • Committees of Independent Directors
  • Summary

Part 3: Key Committees

  • Introduction
  • Audit Committees
  • Nominating Committees
  • Compensation Committees
  • Summary

Part 4: Reforms in Compensation and Stock Trading

  • Introduction
  • New Regulations
  • Summary

Part 5: Increased Criminal and Civil Liability

  • Introduction
  • New Crimes
  • Increased Civil Liability
  • Whistleblower Protection
  • Summary

Part 6: Enhanced Public Disclosure

  • Introduction
  • Taking Responsibility
  • Periodic Reports
  • Established Disclosure Controls and Procedures
  • Reporting of Internal Control over Financial Reporting
  • Adherence to Accelerated Disclosure Deadlines
  • Proper Dissemination of Information
  • Implementation of a Code of Ethics
  • Summary


Negotiation Basics

Course Length: One day

Course Description

Negotiation is often thought of as a contest in which one side wins and the other side loses. The truth is that we negotiate every day with a view toward meeting our needs without antagonizing or defeating others. This kind of negotiating is known as win-win or collaborative problem solving.

This course looks at all forms of negotiating, but emphasizes win-win negotiating principles and strategies. It includes new concepts, tools, and guidance, reflecting recent advances in collaboration and cooperation and new attitudes toward negotiation.

Course Outline

Part 1: An Introduction to Negotiation

  • What Is Negotiation?
  • Negotiation: Some Practical Definitions
  • Identifying Opportunities for Negotiation
  • To Negotiate or Not, That Is the Question
  • Negotiation and Conflict
  • Understanding Types of Negotiation
  • Summary

Part 2: Negotiation: Attitudes and Approaches

  • Negotiation Styles
  • The Win-Win Approach to Negotiation
  • The Give/Get Principle of Negotiation
  • Managing Conflict During Negotiation
  • Conflict Resolution Styles
  • Characteristics of a Successful Negotiator
  • Case Study: A Buy-Sell Negotiation
  • Summary

Part 3: Negotiation: The Process

  • Preparing to Negotiate
  • Collecting Detailed Information
  • Negotiator’s Guide to Preparation
  • The Seven Basic Steps in Negotiating
  • Step 1: Getting to Know the Negotiators
  • Step 2: Stating Goals and Objectives
  • Step 3: Starting the Process
  • Step 4: Revealing Disagreement and Conflict
  • Step 5: Narrowing the Gap Between Negotiators
  • Step 6: Finding Alternatives for Resolution
  • Step 7: Agreement in Principle, Settlement, and Acknowledgment
  • Reviewing the Seven Basic Steps in Negotiating
  • Summary

Part 4: Strategies and Tactics

  • Negotiating Through Give to Get
  • Five Basic Strategies in Action
  • Identifying Other Negotiation Strategies
  • Ten Critical Mistakes to Avoid
  • Summary

Part 5: Developing Your Skills

  • Case Study: Negotiating a Project Plan
  • Applying What You Have Learned

Personal Development

Achieving Life Balance

Course Length: One day

Course Description

Achieving life balance has become one of the hottest topics for self-improvement in today’s hectic, fast-paced world. With constant demands pulling us in every direction, more and more of us are recognizing the need to reevaluate, reorganize, and reprioritize to live the life we want. Perhaps you are currently in this position. If so, ACHIEVING LIFE BALANCE is for you. The tips in this course will show you how to take charge, set goals, and rewrite your life script in order to change the patterns that may be keeping you from living a better life. Each lesson will help you reassess each area of your life and find ways to achieve better balance by looking at how you manage your self, your time, and your relationships.

Course Outline

Part 1: What Is Balance for You?

  • Defining Life Balance
  • Identifying How You Spend Your Time
  • Charting Your Life Balance
  • Chart Your Ideal Life Balance
  • Assessing Your Values
  • Aligning Your Life with Your Values
  • Are You Living in Line with Your Values?
  • Scrutinizing Your Schedule

Part 2: Setting Goals and Action Plans

  • Understanding Goal Setting
  • Writing Goals Using the SMARTS Criteria
  • Setting Goals to Fulfill Your Values
  • Defining Action Steps for Achieving Your Goals
  • Brainstorming for Action Steps
  • Other Ideas for Developing Action Steps
  • Developing an Action Plan

Part 3: Managing Your Self

  • Understanding “Life Script”
  • Uncovering Your Own Life Script
  • Discovering Psychological Drivers
  • Defining the Five Drivers
  • Analyzing the Drivers’ Negative Impact
  • Observing How Drivers Affect Life Balance
  • Reprogramming Your Drivers
  • Rethinking Your Underlying Messages
  • Installing Your “Allower” Messages

Part 4: Managing Your Time

  • Setting Priorities According to Your Values
  • Making Effective Use of To-Do Lists
  • Handling Paperwork and E-Mail Efficiently
  • Keeping a Time Log

Part 5: Managing Your Relationships

  • Evaluating Your Relationships
  • Understanding the Skill of Assertiveness
  • Increasing Your Assertiveness
  • Communicating Assertively
  • Balancing Relationships Through Contracts
  • Maintaining Assertiveness While Negotiating
  • Responding to Others
  • Using Active Listening


Course Length: One day

Course Description

Polish people skills, energize your outlook, and retain a healthy perspective. This course will help you stay positive and focused in today’s busy, pressure-filled world. Recognize how attitude affects your work. Use the eight attitude-adjustment techniques. Spread the magic of a positive attitude.

Course Outline

Part 1: Understanding Your Attitude

  • What Is a Positive Attitude?
  • The Importance of a Positive Attitude
  • A Positive Attitude Affects Personality
  • The Power of a Positive Attitude
  • Safeguarding Your Attitude
  • Case Study 1: Maria’s Mood Swings
  • Attitude Renewal: How to Give Your Attitude a Tune-Up
  • Case Study 2: Rita vs. Dawn
  • Key Points from Point 1

Part 2: Eight Ways to Adjust Your Attitude

  • Adjustment Technique 1: The Flipside Technique
  • Adjustment Technique 2: Play Your Winners
  • Adjustment Technique 3: Simplify! Simplify!
  • Adjustment Technique 4: Insulate! Insulate!
  • Adjustment Technique 5: Give Your Positive Attitude to Others
  • Adjustment Technique 6: Look Better to Yourself
  • Adjustment Technique 7: Accept the Physical Connection
  • Adjustment Technique 8: Clarify Your Mission
  • Key Points from Part 2

Part 3: Attitude and Your Job

  • Attitude and the Work Environment
  • Case Study 3: Maya & Zora
  • A Positive Attitude About Diversity
  • Case Study 4: Ramon Wants to Move Up
  • A Positive Attitude Affects Career Success
  • Case Study 5: Frank or Hank?
  • A Positive Attitude Affects Teamwork
  • Projecting Your Positive Attitude
  • Key Points from Part 3

Part 4: Protecting Your Most Priceless Possession

  • Protecting Your #1 Asset
  • Be a Problem-Solver
  • Be Aware of Major Lifestyle Changes
  • Key Points from Part 4

Clear and Creative Thinking

Course Length: One Day

Course Description

Develop the kind of breakthrough thinking that generates new ideas, creative solutions, and sustained success. This course will show you how to break out of a rut, overcome obstacles to problem solving, and find your way to great ideas.

Course Outline

Part 1: Opening Your Mind to Clear Thinking

  • Developing a Whole-Picture Perspective
  • Incremental Thinking
  • Transformational Thinking
  • Timing a Strategy Shift
  • Combining Reasoning and Emotion

Part 2: Generating Alternative Ideas

  • Sparking Your Creative Imagination
  • Tapping into Your Inner Wisdom
  • Using Analytical Reasoning
  • Understanding Systems Thinking
  • Sharing Perspectives with Others

Part 3: Evaluating Alternatives on Their Merits

  • The “Six Lens” Approach
  • Technical Lens
  • Economic Lens
  • Ethical-Legal Lens
  • Environmental Lens
  • Power-Political Lens
  • Social-Psychological Lens

Part 4: Putting Plans into Action

  • Determining a Decision-Making Strategy
  • Implementing Decisions
  • Learning from Your Experiences
  • Translating Your Thinking into Action
  • Additional Reading

Critical Thinking

Course Length: One day

Course Description

By learning the critical thinking strategies outlined within this course, you will make effective decisions based on careful evaluation, develop the best solutions to problems, identify key issues without getting sidetracked, and use critical thinking to write and speak with impact. It’s easy to fall into “thinking traps” such as emotional manipulation, deceptive reasoning and lazy thinking. This course will teach you how to identify and avoid these traps, and how to deal with them when you encounter them within yourself or your organization. You will also be introduced to different styles of critical thinking, and how each works to deepen your understanding of the facts and information you have.

Course Outline

Part 1: Understanding Critical vs. Non-Critical Thinking

  • The Case for Critical Thinking
  • Recognizing Deceptive Reasoning
  • Detecting Emotional Manipulation
  • Styles of Non-Critical Thinking
  • Critical Thinking Styles
  • Becoming a Critical Thinker

Part 2: Recognizing and Evaluating Arguments

  • Defining Arguments
  • Step 1: Pinpointing Issues
  • Step 2: Identifying Arguments
  • Step 3: Seeking Clarity
  • Step 4: Understanding Context
  • Step 5: Finding Credibility
  • Step 6: Looking for Consistency
  • Step 7: Judging Arguments
  • Presenting Ideas Powerfully

Part 3: Developing and Evaluating Explanations

  • Explanations vs. Arguments
  • Formulating Explanations
  • Element 1: Gathering Information
  • Element 2: Processing Information
  • Element 3: Developing Hypotheses
  • Element 4: Testing Hypotheses
  • Asking Discovery Questions
  • Challenging Assumptions

Emotional Intelligence Works

Course Length: One day

Course Description

This course will help you learn how to build better interpersonal relationships by providing guidelines on how to manage your reactions and how to raise your level of emotional intelligence in a constructive manner. New material in this revised course includes results from the latest research as well as insight from additional resources on emotional and social intelligence. People who are not emotionally smart waste time on personality conflicts and complaining. They lose self-control when faced with tense and stressful situations. Increasing your emotional intelligence will help you build more positive and constructive relationships and live a more satisfying and productive life.

Course Outline

  • What Emotional Intelligence Means
  • The Need for “People Smart” Strategies
  • Assess Your Emotional Intelligence
  • Five Emotional Intelligence Skills

Part 1: “Think Smart” Strategies

  • Making the Choice to Think Wisely
  • Strategy 1: Self-Awareness Skills
  • Use a New Mental Script
  • Strategy 2: Optimistic Thinking

Part 2: “Be Smart” Strategies

  • The Three Keys
  • Strategy 1: Social Skills
  • Strategy 2: Emotional Control
  • Strategy 3: Flexibility

Part 3: “Work Smart” Strategies

  • Six Strategies for Smart Organizations
  • Strategy 1: Practice Organizational Self-Awareness
  • Strategy 2: Develop Social Skills
  • Strategy 3: Foster Optimism
  • Strategy 4: Encourage Flexibility and Problem Solving
  • Strategy 5: Model and Encourage Emotional Control
  • Strategy 6: Support Teamwork

Managing Personal Change

Course Length: One day

Course Description

It has been said that change is the only constant, and all of us will experience changes, both large and small, in our lives. In today’s fast-moving world, we are confronted with changes daily whether we are “ready or not,” leaving many of us feeling overwhelmed, confused, or uncertain about the future. MANAGING PERSONAL CHANGE will help you understand your reactions to change while suggesting ways you can respond more positively and productively through transition periods.

Course Outline

Part 1: The Need for Mastering Personal Change

  • Change Is a Constant
  • Impact of Change
  • Responses to Change
  • Practicing Self-Renewal

Part 2: Foundations for Building Change Mastery

  • Being Open to Learning New Ways
  • Creating Your Own Security
  • Controlling Your Reactions to Change
  • Becoming Change-Hardy

Part 3: Making a Commitment to What¿s Ahead

  • Moving Through Transition
  • Understanding Personal Filters
  • Navigating Through Change
  • The Four Phases of Transition
  • Seeing the Signs at Each Phase
  • Recognizing Resistance
  • Avoiding Getting Stuck in the Transition Curve
  • The Zigzag
  • Seeing Across the Transition Curve
  • Beyond Commitment

Part 4: Seeking Challenge

  • Managing Yourself Through Change
  • Creating a Positive Inner Climate
  • Trading in Your Old Expectations
  • Using Self-Fulfilling Prophesy to Advantage
  • Rethinking Your Beliefs

Part 5: Taking Control

  • Developing a Bias for Action
  • Mapping Your Actions on the Personal Power GridSM
  • Focusing Your Energy for Personal Power
  • Creating Positive Movement

Part 6: Creating Connection

  • Acknowledging the Value of Reaching Out to Others
  • Building Your Support Network
  • Mobilizing Your Network
  • Cultivating Your Network
  • Using Branching-Chain Networking
  • Figuring Out Your Organizational Network
  • Building Support at Work
  • Learning from Others in Your Organizational Network
  • Checking Out Rumors
  • Renegotiating Relationships Following Change

Study Skills Strategies

Course Length: One day

Course Description

STUDY SKILLS STRATEGIES helps you develop a study program based on your skills, needs, and individual learning situation. Whether you are a full-time or part-time student, in a classroom or on your own, you will find helpful suggestions and techniques in this course to assist you in your focus and concentration, your note-taking, reading, and review. This course also includes a special emphasis on using the latest technology to enhance your studies, as well as tips for getting the most out of online learning.

Course Outline

Part 1: Getting Started

  • Your Attitude Toward Learning
  • Today’s Diverse Classrooms
  • Computers as Learning Tools
  • Your Focus Points

Part 2: Taking Control of Your Time

  • Make Studying a Priority
  • Say Yes to Dedicated Time
  • Design a Study Schedule for You
  • Choose What Is Most Important
  • Weekly Scheduling
  • Your Study Space
  • Time Control: It’s Your Choice!

Part 3: Note-Taking Techniques

  • Prepare for Effective Note-Taking
  • Choose a Note-Taking Format
  • Structured Note-Taking
  • Informal Note-Taking
  • Note-Taking by Computer
  • The Keys: Listening and Participation
  • Different Notes for Different Needs
  • Improve Your Note-Taking Speed
  • Taking Research Notes
  • Review and Focus

Part 4: Critical Reading Skills

  • Reading: Your Key to Better Learning
  • SQ3R for Success
  • SQ3R Step 1: Survey
  • SQ3R Step 2: Question
  • SQ3R Step 3: Read and Underline
  • SQ3R Step 4: Recite and Write
  • SQ3R Step 5: Review
  • A Lifetime Habit: Careful Reading
  • Your Focus Points

Part 5: Memory Training

  • Improve Your Memory
  • Memory-Training Strategies
  • Strategy #1: Spread Out Memory Work
  • Strategy #2: Recite Material Aloud
  • Strategy #3: Expect to Remember
  • Strategy #4: Organize the Material
  • Strategy #5: Test and Retest Yourself
  • Strategy #6: Over-Learn
  • Strategy #7: Use Recall Hooks
  • Strategy #8: Study Before and After Sleep
  • Visualize for Success
  • Review of Memory Techniques

Part 6: Exam Strategies

  • Taking Tests Well
  • Mastering Objective Tests
  • Excelling on Essay Exams
  • Essay Skill #1: Budget Your Time
  • Essay Skill #2: Analyze Key Words
  • Essay Skill #3: Create an Outline
  • Essay Skill #4: Focus Your Essay
  • Essay Skill #5: Build Strong Paragraphs
  • Essay Skill #6: Use Transition Words
  • Additional Preparation Strategies
  • Exam Strategies Review

Part 7: Studying Mathematics and Related Subjects

  • Math Tips, Techniques, and Ideas
  • The Five Rs of Math
  • Tips for Computer Learning
  • Math Strategies Review

Part 8: Putting It All Together

  • On Your Own
  • Your Study Skills Checklist

Surviving Information Overload

Course Length: One day

Course Description

Newspapers, books, magazines, and the Internet tell us what we want to know when we want to know it. Reports, memos, e-mails, and voice mail help us transmit and receive information quickly and easily. With so much information coming at us constantly, it’s no wonder many of us are living with information anxiety. Odette Pollar, productivity specialist and creator of “Organizing Your Work Space”, empowers students to dig out of the avalanche of information they are bombarded with daily and to take back control of their time in her new course, Surviving Information Overload.

Course Outline

Part 1: Information Anxiety

  • Do You Have Information Anxiety?
  • Calculating the Weight of Information Overload
  • How Are You Managing Now?
  • Three Steps to Managing Information

Part 2: Multi-Tasking

  • Is Multi-Tasking Really Such a Good Idea?
  • What the Experts Say
  • Five Steps Out of the Multi-Tasking Maze
  • Step 1: Estimate Task Times Accurately
  • Step 2: Use a To-Do List
  • Step 3: Limit Interruptions
  • Step 4: Concentrate
  • Step 5: Multi-Task Smart

Part 3: Filtering Information

  • Balancing Your Data Diet
  • Information You Get vs. Information You Use
  • Identifying Quality Information
  • Limiting Your Information Gathering
  • Using Information Filters
  • Sorting the Information to Keep

Part 4: Managing Messaging Systems

  • Taking Control
  • Evaluating Your Use of E-Mail
  • Easing E-Mail Congestion
  • E-Mail Do’s and Don’ts
  • Reducing Spam
  • Voice Mail Give and Take
  • Considering Instant and Unified Messaging
  • At the Controls

Part 5: Processing Paper

  • The Worsening Paper Pile-Up
  • Understanding Your Resistance to Proper Processing
  • Developing an Effective File System
  • Reducing Disposable Incoming Mail
  • Creating New Ways to Reduce Paper Pile-Ups
  • Paper Wrap-Up

Part 6: Taming Technology

  • Mind Over Machine
  • Taking Stock of the Technologies You Have
  • Rethinking Your Use of Technology
  • Stop Before You Shop
  • Guiding Principles

Part 7: Coping at Home

  • Balancing Work and Home Life
  • Making a Wish List
  • Making Your Wishes Come True
  • Taking Action on Your Newfound Knowledge
  • Committing to Change
  • When Home and Office Collide
  • Setting Boundaries Between Home and Office

Sexual Harassment

Sexual Harassment in the Workplace

Course Length: One day

Course Description

Sexual harassment is a serious concern in today’s business world. The balance of power in the workplace has changed dramatically in the past several decades as more and more women have entered the workforce, and as men and women have had to adapt to new “rules” governing behavior. This revised course helps students understand what sexual harassment is, what actions can be considered sexual harassment under federal, state, and local laws, how to set up procedures to handle claims of sexual harassment in the workplace, and how to create a positive workplace free of sexual harassment.

Course Outline

Part 1: Understanding Sexual Harassment in the Workplace

  • Origins of Workplace Sexual Harassment
  • The Shifting Balance of Power Between the Sexes
  • How Prevalent Is Sexual Harassment?
  • Who Are the Victims and Who Are the Accused?
  • Effects of Societal Stereotypes
  • Effects on Individuals and the Workplace

Part 2: Defining Sexual Harassment Under the Law

  • The EEOC Addresses Sexual Harassment
  • EEOC Guidelines
  • Sexual Harassment and the Courts
  • What Actions Are Sexual Harassment?
  • Vicarious Employer Liability
  • Potential Costs of Legal Defense and Damages
  • Sexual Harassment vs. Sex Discrimination

Part 3: Preventing Sexual Harassment in the Workplace

  • Developing a Policy Against Sexual Harassment
  • Communicating the Organization¿s Policy
  • Instituting Training to Prevent Harassment
  • Step 1: Auditing Current Policies and Patterns
  • Step 2: Designing the Training Program
  • Step 3: Implementing the Training
  • Step 4: Evaluating the Training¿s Effectiveness
  • Counseling Employees Who Have Felt Harassed
  • Handling Employee Privacy Concerns

Part 4: Handling Sexual Harassment Complaints

  • Investigating Sexual Harassment
  • Choosing Suitable Investigators
  • Collecting Documentation
  • Interviewing the Complainant
  • Interviewing the Accused
  • Interviewing Witnesses
  • Resolving the Complaint

Part 5: Involving Governmental Agencies and the Courts

  • Seeking Assistance Outside the Organization
  • Filing an Administrative Charge
  • Settling the Case Through Mediation
  • Understanding the Agency Investigative Process
  • Receiving the Agency¿s Determination
  • Going to Court

Part 6: Maintaining a Positive Work Environment

  • Valuing a Harassment-Free Workplace
  • Putting a Stop to Unwelcome Behavior

Team Building

Problem Solving for Teams

Course Length: One day

Course Description

After taking this course, you will discover five tools that will help you recognize a problem, learn how to analyze a problem and its cause, find out how to outline your problem solving/decision making, and learn the eight tips that can improve a team’s process. Bringing together a group of people with varied skills and talents to solve a common problem sounds simple enough. However, it’s important to understand problem-solving techniques, problem analysis, decision-making tools, and solution implementation to effectively tackle problem solving as a team.

Course Outline

Part 1: Problem Solving and Decision Making

  • The Benefits and Skills
  • Team Learning Objectives
  • Team Commitment

Part 2: Process Overview

  • What Is a Problem Anyway?
  • Problem Characteristics
  • Consumer Tech Case Problem
  • Problem-Solving Methodology
  • Problem-Solving/Decision-Making Outline

Part 3: Communication Dynamics

  • Communication Dynamics
  • What Makes Team Meetings Work?
  • Team Meeting Roles
  • Documentation During Team Meetings
  • Evaluate Your Team Meeting
  • The Bottom Line
  • Six Steps to Team Problem Solving

Part 4: Problem Recognition

  • Step One: Problem Recognition
  • Problem Recognition Tools
  • Team Case Problem: Problem Recognition
  • Questions to Uncover Problems
  • Brainstorming Guidelines

Part 5: Problem Labeling

  • Step Two: Problem Labeling
  • How to Find a Problem Label
  • Force Field Analysis: A versus B
  • Force Field Analysis: Obstacles
  • Team Case Problem: Problem Label

Part 6: Problem Analysis

  • Step Three: Problem Cause Analysis
  • The Consumer Tech Root Cause
  • Distinguishing Cause from Effect
  • Team Case Problem: Cause Analysis
  • Six Tools to Identify Problem Causes
  • Have You Found It?

Part 7: Optional Solutions

  • Step Four: Optional Solutions
  • The Consumer Tech Problem Unfolds
  • Team Case Problem: Optional Solutions

Part 8: Decision Making

  • Step Five: Decision Making
  • How to Make a Decision
  • Team Case Problem: Decision Making
  • The Consumer Tech Ranking

Part 9: Implementation

  • Step Six: Implementation
  • The Value of Action Planning
  • Consumer Tech Action Plan
  • Six Action Planning Tools
  • Team Case Problem: Action Planning

Part 10: Summary

  • Evaluation of Objectives
  • Summary

Team Building

Course Length: One day

Course Description

Building a team is similar to building a house–you have to start from the ground up. A team is made up of individuals with different talents, skills, and personal working styles. Learning to work together as a group can be as challenging as it is rewarding. Team Building, is a primer on how to formulate strong teams through a climate of open communication, trust, and accountability. Like building a house, the course takes students step by step through the process from creative ways to encourage teamwork to tips for handling conflicts effectively.

Course Outline

Part 1: Designing a Successful Blueprint for Your Team

  • The Purpose of a Blueprint
  • Distinguishing Teams from Groups
  • Defining Group vs. Team Characteristics
  • Group-Centered Managers vs. Team-Centered Leaders
  • Increasing Productivity Through Teamwork
  • The Benefits of Team Building

Part 2: Building a Strong Foundation

  • The Importance of a Strong Foundation
  • Taking the Time to Plan
  • Using Organizational Skills
  • Building a Climate for Motivation
  • Establishing Accountability

Part 3: Constructing a Solid Framework

  • Assembling Your Team
  • Combining Various Behavior Styles
  • The Promoting Style
  • The Directive Style
  • The Analytical Style
  • The Supportive Style
  • Engaging the Strengths of Each Style
  • Building a Solid Team Through Training
  • Promoting Teamwork Through Your Management Style

Part 4: Installing Windows to Better Communication

  • Facilitating Open Communication
  • Fostering Team Commitment Through Collaboration
  • Involving the Team in Setting Goals and Standards
  • Making Problem Solving a Team Effort
  • Seven Steps to Solving Problems
  • Creating a Climate for Team Problem Solving
  • Examining Conflict
  • Conflict Resolution Styles
  • Helping the Team Resolve Conflict Positively

Part 5: Erecting a Stable Roof of Trust

  • Building Trust Within the Team
  • Recognizing Employees for a Job Well Done
  • Implementing Positive Discipline
  • Coaching: A Key Ingredient in Team Building
  • Six Tools for Effective Coaching

Virtual Teaming

Course Length: One day

Course Description

Virtual teaming skills are used to break the boundaries of time and place. This course outlines the principles for using technology to maximize team productivity, working without time and place restrictions, developing good collaboration skills, building trust, and avoiding miscommunication. Virtual teams are not just an idea for the future, they are a reality in today’s workplace. Global economies, new technology, and increased mobility have made virtual teaming an essential tool for modern day business problem solving. You will learn how to foresee and overcome challenges associated with global and mobile team members, so that these teams can implement solutions that work effectively across geographic and cultural boundaries.

Course Outline

Part 1: Introduction

  • Why the Move Toward Virtual Teams?
  • Different Ways to Work Together
  • Virtual Teams: Benefits and Barriers
  • Communicate, Coordinate, and Collaborate
  • Trust: A Foundation for Teamwork
  • Trust Builders and Trust Busters

Part 2: Joining a Virtual Team

  • Focusing on Success
  • A ‘Day’ in the Life of a Virtual Team Member
  • Recipe for Success: Four Key Ingredients
  • Urgent Need to Work Together
  • Shared Accountability
  • Commitment to Teamwork
  • Active Communication

Part 3: Getting Started: Considerations, Assessments, and Tools

  • Checklist for Virtual Teams
  • Leading a Virtual Team
  • Cultural Considerations Associated with Virtual Teams
  • How Will You Benefit?
  • Individual Readiness Assessment
  • Sample Team Start Agenda
  • Create a Team Profile
  • Team Operating Principles

Part 4: Technology and Communication

  • What Are Your Options?
  • Common Definitions for Technology Options
  • Benefits of Technology-Supported Teamwork
  • Common Communication Challenges for Virtual Teams
  • Tips for Successful Communication: Online Etiquette
  • Guidelines for Using Voicemail
  • Effective Email Practices
  • Email vs. Groupware
  • Common Online Communication Symbols and Acronyms

Part 5: Case Studies and Review

  • Ten Essentials for Virtual Teams
  • Two Case Studies of Virtual Teams
  • Understanding Technology and Teamwork
  • Test Your Learning: Games for Review and Fun
  • Can You Unscramble These Virtual Words?
  • Word Search

Working in Teams

Course Length: One day

Course Description

Designed for anyone who works in teams, this timely course addresses such crucial issues as what team membership is, what team rules are, and how to function effectively as a team. It explains how to make meetings work, reach agreement, create a team “family,” and conduct post-project follow-up. Especially of value are the tips on how to establish communication, closeness, and commonality. Also covered are the five roles of an effective team leader, the four functions of team members, and the three Ps of project management, as well as techniques for promoting creativity and participation.

Course Outline

Part 1: Team Nuts & Bolts

  • Team Direction
  • Road Maps
  • Helping Your Team Succeed
  • Contracting
  • Team Ground Rules

Part 2: Organizing Your Team

  • Team Support Roles
  • Meeting Hats
  • Team Member Job Description
  • Delegating Team Functions
  • Team Charter
  • Master Plans
  • Action Plans
  • Team Public Relations

Part 3: Working Together

  • Building Your Team
  • How to Run Team Meetings
  • Virtual Teaming
  • Team Communication
  • Feedback
  • Consensus Decision-Making
  • Handling Differences
  • Win-Win Negotiating

Part 4: Monitoring Progress

  • Monitoring Team Progress
  • Project Management

Working Together

Course Length: One day

Course Description

Today’s workplace brings together a variety of people with very diverse backgrounds and behaviors. Discover how culture and politics impact your organization, and learn to reverse prejudicial thinking and understand how gestures and body language can differ between cultures. This course will guide you through mastering how you think about yourself and others, how to speak and listen effectively to people with different backgrounds, and how to pay attention to the non-verbal language of “where, when, and how” you do things.

Course Outline

Part 1: Manage Your Mind

  • Which Side Is Up?
  • What Makes People Different?
  • Who Influences You?
  • Is It One or Many?
  • Prejudice Others Everybody Does It
  • The Good vs. the Bad
  • Turning Fear into Curiosity

Part 2: Manage Your Words

  • Name-Calling
  • Use Humor Appropriately
  • The Ouch! Technique
  • How to Bridge the Language Barrier
  • When Common Sense Isn’t Common
  • How Words Work
  • Cultural Double Binds
  • Culture and Politics Add Value to the Workplace

Part 3: Manage the Unspoken

  • Gestures and Body Language
  • Marking Time
  • Making Space
  • Touching Moments
  • Match Your Partner’s Unspoken Behavior
  • Talk Sense
  • Sexual Orientation
  • Americans with Disabilities
  • Beauty in the Workplace

Part 4: Taking Action

  • Two Sides of Diversity
  • Culture–Living, Growing, Changing
  • How to Deal with the Prevailing Culture

Part 5: Diversity and Globalization

  • What Is Globalization?
  • Managing Your Words
  • People on the Move
  • Managing Your Actions in the Face of Global Stress

Part 6: Conclusion

  • Diversity Asks Something of Everyone
  • What Next?
  • Learning to Value Our Differences
  • Author’s Notes on the Case Studies
  • Author’s Responses to the Exercises
  • Resources
  • Additional Reading

Time Management

The Telephone and Time Management

Course Length: One day

Course Description

Improve your work day by learning to control your time on the telephone. This friendly, course helps you identify telephone time stresses, communicate a message more effectively, and get more done.

Course Outline

Getting the Most from this Course
Section 1: Telephone Time Stress

  • Are You Getting Short-Changed on the Phone?
  • Telephone Technology and the Human Factor
  • Assess Your Telephone Stress Level

Section 2: It Starts with the Time of Your Voice

  • Voice Tone Says It All
  • Confessions of a Midnight Operator
  • The 30% Solution
  • You Can Hear a Smile
  • Three Strategies for Toning Up Your Voice
  • In Case of Emergency
  • Case Study

Section 3: Tackling Telephone Interruptions

  • Interrupt Interruptions
  • Put a Clock on Personal Calls
  • Help Your Callers Come to the Point
  • Bridge Back to Your Point
  • Wrap It Up Without Being Rude

Section 4: Getting Through to People

  • Five Strategies for Reaching Your Target
  • Use the Five W’s and an H
  • Don’t Grow Old on Hold
  • Reduce Callback Confusion

Section 5: High-Tech Telephone Etiquette

  • Smooth Your Transfers
  • Positive Self-Protection
  • Proper Use of Names
  • Use Key Words to Solve Problems
  • Six Essential Steps to Taking Messages
  • Screening Calls
  • When Calls Are On Hold
  • Callback Strategies
  • Review

Section 6: Fast and Friendly Wording

  • Clean Up Your Dirty Word List
  • More Fast & Friendly Wording

Section 7: Set the Stage for Your Success

  • Organize Yourself for Success
  • Use a Telephone Journal
  • Give Your Telephone Some Space
  • Telephone Technology
  • Telephone Answering Machines
  • Find the Real Villain
  • Make the System Work for You
  • Getting the Most from Your Telephone and Your Time

Section 8: Worksheets for Group Use

  • Interview 1
  • Interview 2
  • Interview 3
  • Turn Your Telephone into a Time Management Tool
  • Practice and Use Fast & Friendly Language
  • Double-Check Your Skills

Time Management

Course Length: One day

Course Description

Get a grip on priorities, identify your “time traps,” and make every minute count by using these practical planning aids. Control your use of time. Make the best use of your personal energy. Set your priorities.

Course Outline

Tyranny of the Urgent
Part 1: Time Management Principles

  • The Basics of Time Management
  • What Controls Your Time?
  • Three Tests of Time
  • Benefits of Better Time Utilization
  • Prime Time
  • Setting Priorities
  • Criteria for Setting Priorities
  • How to Control Your Use of Time

Part 2: Time Management Techniques

  • Planning
  • Long-Term Planning Aids
  • Short-Term Planning Aids
  • Characteristics of Good Planners
  • Common Time-Wasters
  • Self-Generated Time-Wasters
  • Needs Profile Analysis
  • Environmental Time-Wasters
  • When Things Go Wrong
  • Five Tips for Effective Time Management

Part 3: Time Management Innovations

  • Telephone Enhancements
  • Computer Enhancements
  • Other Technological Enhancements
  • Meeting Alternatives
  • Saving Time on the Internet

Part 4: Time-Saving Tips for Travelers

  • Plan Your Travel Wisely
  • Saving Time at Your Hotel
  • Put Your Travel Plans in Writing

Part 5: Action Planning

  • Applying What You’ve Learned
  • Keeping a Daily Time Log
  • Planning for Improved Time Utilization
  • Conclusion
  • Additional Reading

Writing and Editing

Better Business Writing

Course Length: One day

Price: $ 350 per Person

Course Description

After completing this course, you will have the critical skills to improve your spelling, punctuation, usage and style, while avoiding the pitfalls of business writing, and creating persuasive and more effective memos and letters. Ten key techniques for effective communication will help you grow more confident in your ability to express yourself clearly. Good business writing is as important as ever. Being able to recognize and correct problems, avoid redundancies, and define your communication goals are all critical factors for effective business writing.

Course Outline

Part 1: Back to Basics

  • Mastering Spelling, Punctuation, and Usage
  • Six Tips for Better Spelling
  • Punctuation Pointers
  • Word Usage Quiz

Part 2: Choosing Your Words Carefully

  • Sharpening Your Writing Style
  • Deleting (Unnecessary) Redundancies
  • Forming Parallel Construction
  • Recognizing Cliches
  • Avoiding Sexist Language

Part 3: Improving Your Business Writing

  • Strengthening Your Memos
  • Using E-Mail Effectively
  • Ten Tips for a Better Memo
  • How to Begin

Part 4: Writing for Special Circumstances

  • Special Kinds of Business Writing
  • Conveying Bad News Tactfully
  • When the News Is Especially Sensitive
  • Writing Persuasively
  • Using the Motivated Sequence Outline

Part 5: Know Your Audience

  • Identifying Communication Styles
  • Sensor/Action Style
  • Thinker/Process Style
  • Feeler/People Style
  • Intuitor/Idea Style
  • Writing to Specific Styles
  • Ten Techniques for Effective Communication
  • Voluntary Learning Contract
  • Answer Keys
  • Additional Reading

Powerful Proofreading Skills

Course Length: One day – Date TBD

Cost: $ 350 per Person

Course Description

Ever send out an embarrassing, costly, typo-filled, business letter? Now, this practical course is here to help. Each section contains exercises and activities that strengthen your proofreading skills and eliminate errors and inaccuracies from your documents.

Course Outline

Section 1: Proofreading for Error-Free Copy

  • What Is Proofreading?
  • Setting the Stage
  • Getting Started
  • Achieving Error-Free Documents
  • Proofreading Numbers and Names
  • Incorporating Proofreaders¿ Marks
  • How to Give Proofreading Feedback to Others

Section 2: Proofreading for Accuracy

  • Know Your Grammar Terms
  • Proofreading for Grammatical Errors
  • Proofreading for Punctuation Errors
  • Proofreading for Spelling Errors
  • Proofreading for Usage Errors
  • Proofreading for Capitalization Errors
  • Proofreading for Number Errors

Section 3: Summary

  • Proofreader’s Post Test
  • Create Your Own Proofreader’s Library

Fat-Free Writing

Course Length: One day – Date TBD

Course Description

The activities and techniques outlined in this course will teach you to communicate clearly, correctly, and concisely; format documents for maximum impact; use shirtsleeve English to get your point across; tailor your communication to different learning styles; and simplify your messages to ensure they will get read. Paring your writing down to a distinct and concise message makes a huge difference in what your reader pays attention to and retains. Today’s limited time, technological advances, and increased pace of communication means that every written word counts. You will learn critical skills for delivering messages with impact, such as constructing eye-catching subject lines and using parallel construction.

Course Outline


  • Four Communication Styles
  • Three Learning Styles
  • Assessing Your Communication Style
  • A Matter of Style

Part 1: Use Shirtsleeve English

  • Shirtsleeve Strategies
  • Use Short, Familiar Words
  • Get Rid of Word Weeds
  • Eliminate Time-Wasters
  • Avoid Stuffiness and Clichés
  • Be Positive in Tone
  • Be Specific and Concrete
  • Don’t Jargonize
  • Make Items Parallel
  • Keep Terms Consistent

Part 2: Use Power Language

  • Verbs Are Power Words
  • Use Active Voice
  • Go for the Verb!
  • Avoid Wimp-Speak

Part 3: K.I.S.S. Keep It Short & Simple!

  • It Is Simply Faster
  • Write Shorter Sentences
  • Create Must-Read Reference Lines
  • Get Right to the Point
  • Close with a Bang!
  • Write Shorter Paragraphs
  • Use Transitions

Part 4: Format for Your Reader’s Eye

  • Design Your Page Visually
  • Use Headings and Labels
  • Make Memos and Letters Scannable
  • Make Email Effective

Writing Business Proposals & Reports

Course Length: One day

Course Description

Writing effective reports and proposals takes more than fundamental writing skills. This course teaches readers how to organize, research, develop, and edit complex documents as well as sharpen one’s overall business writing skills.

Course Outline

Part 1: Strategies for Writing Proposals and Reports

  • Writing Self-Assessment
  • Reviewing the Basics
  • Punctuation Pointers
  • Common Faults
  • Other Suggestions to Sharpen Your Writing Skills
  • Preparing to Write
  • Organizing for Maximum Impact
  • The Persuasive Report
  • Feasibility Study
  • Choosing an Appropriate Tone
  • Using a Consistent Style
  • Editing to Enhance Your Writing

Part 2: Writing Successful Reports

  • Developing Your Ideas
  • Sample Report
  • Sample Feasibility Study
  • Sample Report Using the Motivated Sequence Outline
  • Editing Your Written Reports
  • Completing Your Reports

Part 3: Writing Winning Proposals

  • Developing Your Ideas
  • Editing Your Written Proposals
  • Completing Your Proposals
  • Sample Proposal

Writing Effective E-Mail

Course Length: One day

Course Description

E-mail is more prevalent today than ever before. Its instantaneous nature makes it a convenient, time-saving tool for businesses. However, it is also more important than ever to take the time to write messages that are secure as well as clear and error-free. This course also includes an added emphasis on how to avoid workplace disasters such as lost sales, customer-service nightmares–and in the worst cases, lawsuits and financial losses–triggered by careless or poorly written e-mail. This course will also guide you in writing a comprehensive and effective e-mail policy for your organization.

Course Outline

Part 1: Think Before You E-Mail

  • Beware Potential Perils
  • Deciding When to Use E-Mail
  • Addressing Your E-Mail Message
  • Replying to E-Mail Messages
  • E-Mailing to International Audiences

Part 2: Composing Your E-Mail Message

  • Collecting Your Thoughts with the Five Ws
  • Writing a Subject Line with Real Oomph
  • Incorporating a Salutation and Signature
  • Grabbing the Reader’s Attention: The Lead
  • Organizing with the Inverted Pyramid
  • Comparing Chronological Writing
  • Getting Started in Three Easy Steps

Part 3: Keys to Effective E-Mail

  • Striving for Simplicity
  • Writing with Power…or Paste?
  • Eliminating Mechanical Errors
  • Spelling Counts!
  • Using the Active Voice
  • Avoiding Sexist Language

Part 4: Polishing Your Cybermanners

  • Setting the Right Tone
  • Dodging Conversational Pitfalls
  • Watch Your Cyberlanguage
  • Extinguishing Flames
  • Punctuating with Smileys and Shorthand
  • Reviewing Netiquette Guidelines
  • Netiquette Guidelines for Managers

Part 5: Formatting Your E-Mail Message

  • Selecting Format Settings
  • Enhancing Readability
  • Sending Attachments with Care
  • Battling Electronic Viruses

Part 6: Managing E-Mail Overload

  • Controlling Your In-Box Clutter
  • Reducing Spam Intake
  • Organization-Wide E-Mail Management
  • Devising an E-Mail Policy for Your Organization
  • Using a Sample E-Mail Policy as a Guide

Writing Persuasively

Course Length: One day

Course Description

When you adapt basic sales techniques in your everyday business writing, you can get your readers to do what you want. This course takes a fresh look at the purpose of most business writing, which is to sell ideas. A five-step model shows you how to grab your readers’ attention and motivate them into action. Use the tips in this course not only to improve your writing, but to build strong relationships with your students.

Course Outline

Part 1: Rethink Sales

  • Recognize Your Sales Purpose
  • Value the Quick Sale
  • Step into Your Readers’ Shoes
  • Part 1 Summary

Part 2: Use the S.A.L.E.S. Model

  • Write to Sell with a Five-Step Formula
  • Start by Getting Your Readers’ Attention
  • Add the Background Essentials and Unique Features
  • List Benefits from Your Readers’ Viewpoint
  • Evaluate and Counter Possible Objections
  • Sign Off with an Either/Or Call to Action
  • Part 2 Summary

Part 3: Involve Your Readers’ Senses

  • Understand Sensory Styles
  • Make It Look Good
  • Appeal to the Touch
  • Make Your Writing Sing
  • Size Up Your Readers’ Personality
  • Part 3 Summary

Part 4: Adapt Additional Sales Techniques

  • Make It Easy for Readers to Buy
  • Pre-qualify Your Readers
  • Personalize Your Message
  • Create a Relationship
  • Start High on Your Request
  • Offer a Package Deal
  • Use Testimonials
  • Offer a Pilot Program or Trial Period
  • Establish a Sense of Urgency
  • Deliver What Your Promised
  • Show Gratitude
  • Be Positively Persistent
  • Part 4 Summary

Part 5: Get to the Point

  • Go Back to Basics
  • Keep It Short
  • Make It Simple
  • Write the Way You Talk
  • Get Your Readers Up to Speed
  • Concentrate on Verbs
  • Accentuate the Positive
  • Relax Grammar Rules as Appropriate
  • Part 5 Summary