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Supervisory Courses


HIPAA Overview

Course Length: 1 Day

Course Description

This course provides a general overview of the HIPAA legislation. Specifically, it covers the Privacy and Security rules of the legislation.

Course Content

Unit 1: HIPAA basics
Topic A: HIPAA introduction
Topic B: Administrative Simplification
Topic C: HIPAA penalties
Topic D: HIPAA-related organizations
Topic E: HIPAA terminology

Unit 2: HIPAA Privacy Rule
Topic A: Introduction to privacy
Topic B: Terminology
Topic C: Notice of Privacy Practices
Topic D: Authorization
Topic E: Key parties impacted
Topic F: Minimum necessary
Topic G: Oral communications
Topic H: Health-related marketing
Topic I: Research

Unit 3: HIPAA Security Rule
Topic A: Scope of the final Security Rule
Topic B: Threats to business information
Topic C: Security terminology
Topic D: Security categories
Topic E: Administrative safeguards
Topic F: Physical safeguards
Topic G: Technical safeguards
Topic H: Organizational requirements
Topic I: Policies and procedures, and documentation standards
Topic J: Electronic signatures (proposed rule only)


Interviewing Skills for Management

Course length: ½ day

Course Description

Every manager knows that to be successful, a company needs to build teams of employees who are the top in their field, work well together, and are happy in the company. However, it is often difficult for managers to find and hire the best people. In this course, you will practice techniques that will empower you to do just that—to hire the best candidate every time through strategies that will improve your success in interviewing. This can reduce or even eliminate significant turnover and allow your company to focus instead on achieving production goals. You will examine guidelines and strategies for making effective hiring decisions.  Managers and supervisors who need practical interviewing skills.

Prerequisites: It is extremely important that you check with your Human Resources department to become aware of both your company's hiring policies and procedures as well as the legalities involved in the interviewing process.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Prepare to interview.
  • Conduct an interview and complete the interview process.

Course Content

Lesson 1: Preparing to Interview
Topic 1A: Define the Position Requirements
Topic 1B: Select a Strategy
Topic 1C: Choose Candidates for Interviews

Lesson 2: Interviewing a Candidate and Completing the Interview Process
Topic 2A: Begin the Interview
Topic 2B: Interview the Candidate
Topic 2C: Select the Candidate
Topic 2D: Reconsider the Search


Leading Honorably

Course Length: 1 Day

Course Description

The best definition of a leader may be a person who effects positive change. You know many honorable people, but they are not all leaders. You also know or know about many so-called "leaders." They are not all honorable people. Depending on the circumstances, a given leader might be called upon to bridge the old and the new, the past and the future, the young and the old, the internal customer with the external customer, the product with the consumer, the corporation with the community, and so on. It seems the times and the circumstances are appropriate for a course that explores becoming a better leader by taking honorable action.

Course Content
Part 1: Leadership and Ethics
Tip 1: Follow the Laws
Tip 2: Make the Laws
Tip 3: Break the Laws When Necessary
Tip 4: Define the Critical Terms
Tip 5: Earn Trust
Tip 6: Achieve Results Through Successful Relationships
Tip 7: Make Ethical Choices
Tip 8: Speak Multiple Languages
Tip 9: Provide the Glue to Repair Divisions
Tip 10: Play the Games Worth Playing
Tip 11: Distinguish Between Reality and Perception
Tip 12: Shatter Myths
In Summary

Part 2: Win/Win/Win Outcomes
Tip 13: See the Big Picture
Tip 14: Identify Communities
Tip 15: Define Irreducible Essences
Tip 16: Identify Micro Processes
Tip 17: Identify Macro Processes
Tip 18: Establish Guiding Principles
Tip 19: Make Creative Applications
Tip 20: Help Others Accept Change
Tip 21: Be Willing to Compromise
Tip 22: Benchmark
Tip 23: Expand Perspectives
Tip 24: Invite Input and Candid Feedback
In Summary

Part 3: The Language of Leadership
Tip 25: Assess Your Attitude
Tip 26: Learn to Tolerate Confusion
Tip 27: Use "Object Language" Wisely
Tip 28: Learn to Think on Your Feet
Tip 29: Be Authentic
Tip 30: Tap the Power of Paralanguage
Tip 31: Increase Your Vocabulary
Tip 32: Provide Constructive Feedback
Tip 33: Persuade by Listening
Tip 34: Use Metaphors
Tip 35: Understand the Anecdotal Advantage
Tip 36: Question the Intended Action
Tip 37: Weigh the Pros and Cons of Specificity
Tip 38: Choose the Right Words
Tip 39: Speak in Line with Leadership Traits
In Summary

Part 4: Motivating Others to Effect Positive Change
Tip 40: Beware the Brilliance of Transient Events
Tip 41: Focus Your Thoughts
Tip 42: Understand the Reason for Resistance
Tip 43: Allow for Task and Maintenance Behaviors
Tip 44: Anticipate Objections
Tip 45: Cite Benefits
Tip 46: Involve Those Who Will Be Affected
Tip 47: Show Empathy
Tip 48: Keep Hope Alive
Tip 49: Repeat the Message
Tip 50: Create a Motivation Motto
In Summary


Leading Virtual Teams

Course Length: 1 Day

Course Description

You have the general leadership skills you need to lead a team. You may even have successfully led a team. Now, though, you’ve been asked to lead a virtual team. In this course, you will develop the knowledge and skills you need to lead a high-performance virtual team. You will practice skills and apply principles for leading virtual teams so your team can achieve high-performance status.

Target Student: This course is intended for team leads, managers, and first-time managers with no virtual team experience.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Put together a virtual team poised for success.
  • Create a virtual work environment that supports vteam culture.
  • Respond to external influences so vteam contributions are relevant and understood.
  • Ensure vteam success so the team can achieve its potential for high performance.

Course Content

Lesson 1: Putting Together a VTeam
Topic 1A: Establish VTeam Priorities
Topic 1B: Obtain VTeam Resources
Topic 1C: Identify Cultural Differences
Topic 1D: Establish VTeam Culture

Lesson 2: Creating a VTeam Work Environment
Topic 2A: Choose Technology
Topic 2B: Train a VTeam

Lesson 3: Responding to External Influences
Topic 3A: Be a VTeam Ambassador
Topic 3B: Manage Reactions to External Sources of Change

Lesson 4: Ensuring VTeam Success
Topic 4A: Manage VTeam Performance
Topic 4B: Celebrate VTeam Success


Learning to Lead

Course Length: 1 Day

Course Description

Most managers would prefer to be known as excellent leaders rather than excellent managers. Upon completion of this course, you will understand the sources of leadership power, the primary ways to handle resistance to change, the difference between managers and leader/managers, and developing and communicating your vision.

Course Content

Part 1: Exploring Your Leadership Potential

  • Differentiating Leaders from Managers
  • Assessing Your Readiness for Leadership
  • Developing Your Personal Management Practices

Part 2: Being Your Personal Best

  • Rethinking Leadership Traits
  • Understanding and Using Leadership Power
  • Wielding Role Power Judiciously
  • Avoiding the Pitfalls of Role Power
  • Defining Relationship Power
  • Managing Your "Chip" Account
  • Realizing the Power of Knowledge
  • Communicating Confidence Through Non-Verbal Cues
  • Projecting a Leadership Attitude
  • Summary of Part 2

Part 3: Being a Visionary

  • Knowing Where You Are Going
  • Avoiding the Roadblocks in the Details
  • Making Decisions According to Your Vision
  • Communicating Your Vision
  • Working with Stakeholders
  • Creating Goals to Reach Your Vision
  • Summary of Part 3

Part 4: Being a Change Agent

  • Leading People Through Change
  • Assessing Potential Organizational Change
  • Understanding the Human Response to Change
  • Recognizing Project vs. Cultural Change
  • Managing Change Effectively
  • Developing a Culture for Change and Learning
  • Keeping Current with Continuous Learning
  • Fostering Ongoing Improvement in the Workplace
  • Summary of Part 4

Part 5: Being a Team Leader

  • Bringing People Together into Teams
  • Assessing Team Effectiveness
  • Working Toward Common Goals
  • Knitting Together Varied Responsibilities
  • Developing the Human Side of Teams
  • Turning Conflict into Team Cohesiveness
  • Setting the Tone for Resolving Conflict Productively
  • Describing vs. Evaluating Others' Behavior
  • Discerning Content Conflicts vs. Relationship Conflicts
  • Refraining from Conflict in Writing
  • Promoting Direct Communication Among Team Members
  • Increasing Trust Within the Team
  • Summary of Part 5

Part 6: Creating an Action Plan

  • Ranking Management and Leadership Practices
  • Interpreting Your Scores
  • Identifying Skills to Be Strengthened
  • Setting Goals for Leadership Development
  • Communicating Your Development Plan
  • Drafting Your Leadership Self-Portrait in Six Months


Managerial Leadership

Course Length: 1 Day

Course Description

This course teaches students about organizational leadership and its role in guiding the organization toward vision fulfillment. Students will learn how to define an organization's vision, draft a vision statement and communicate it, set goals that are aligned with an organization's vision, and discuss the importance of planning changes before implementing them. Course activities also cover providing employees for organizational changes, motivating employees through change, solving problems encountered during change, and helping employees deal with grief and stress during changes. Students will also learn how leaders can help employees learn their roles in organizations, align their goals with those of the organization, and help prevent employee apathy. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Course Content

Unit 1: Leading with a vision
Topic A: Role of leadership
Topic B: Vision
Topic C: Goals

Unit 2: Making vision a reality
Topic A: Communicate and support vision
Topic B: Implement vision

Unit 3: Defining employee roles and priorities
Topic A: Employee roles
Topic B: Employee priorities

Unit 4: Employing motivational strategies
Topic A: Employee motivation
Topic B: Employee apathy

Unit 5: Planning for change
Topic A: Change process
Topic B: Communication

Unit 6: Motivating employees through change
Topic A: Motivate employees through change
Topic B: Resistance and conflict

Unit 7: Coping through a change process
Topic A: Effects of change
Topic B: Failures and mistakes


A Manager's Guide to OSHA

Course Length: 1 Day


The Occupational Safety and Health Act of 1970 affects nearly every individual who works for an employer. This law helps ensure workplace safety and protects employees from health hazards on the job. Until 1970, comprehensive provisions did not exist on a national basis, but over the intervening years, OSHA has had a profound and positive effect on safety activities in the United States--accidents and injuries have declined, occupational health issues have received attention, and employers have gained greater control over workers' compensation costs. A MANAGER'S GUIDE TO OSHA is designed to help managers and human resource professionals become familiar with this important law, and offers guidance and helpful advice on what to expect during OSHA inspections, what citations or penalties can be proposed, and how to appeal if necessary. This revised course contains the most recent information related to OSHA, and comes complete with forms and other helpful resources in the Appendix.

Course  Contents

Part 1: The Federal Occupational Safety and Health Act

  • Introducing OSHA
  • OSHA's Role in Safety and Health
  • The OSH Act's Broad Coverage
  • State Job Safety and Health Programs
  • OSHA Standards and Regulations
  • How OSHA Standards Are Set
  • Key OSHA Standards
  • Variances from the Standards
  • Responsibilities and Rights Under OSHA
  • Employee Rights
  • Employee Responsibilities
  • Monitoring Injury and Illness
  • Safety and Health Training

Part 2: Anticipating OSHA Inspections

  • What to Expect from OSHA
  • Unannounced Investigations
  • OSHA's Inspection Priorities
  • Being Prepared for an OSHA Visit
  • Prelude to an Inspection
  • OSHA's Opening Conference
  • Management Actions at the Opening Conference
  • The Inspection Tour
  • Management Actions During the Inspection
  • The Closing Conference

Part 3: OSHA Violations and Consequences

  • Citations and Penalties
  • Categories of OSHA Violations
  • Adjustments to Penalty Amounts
  • Appealing Citations
  • Planning for the Appeal Process
  • Preparing for the Informal Conference
  • How the Informal Conference Can Help You
  • Protocol at the Informal Conference
  • Contesting an OSHA Citation
  • The OSHA Review Commission

Part 4: Getting Help from OSHA

  • OSHA Consultation Services
  • Voluntary Protection Programs
  • Other OSHA Services
  • Conclusion


Managing Business Risk

Course Length: 1 Day

Course Description

This course will help students identify special risk-management considerations for specific types of businesses and industries. It will also help students develop a strategic approach to risk, which, when understood across the organization, with commitment at the very highest level, can enhance a company's competitive advantage and contribute to the company's value. The open, modular-style manual is designed for quick scanning in the classroom, and is filled with interactive exercises that will allow students to explore the intricacies of managing business risk.

Course Content

Unit 1: Developing a risk management plan
Topic A: Evolution of risk management
Topic B: Risk management environment
Topic C: Plan development and implementation

Unit 2: Risk identification and control
Topic A: Risk identification
Topic B: Risk evaluation and control

Unit 3: Risk classifications
Topic A: Risk exposures
Topic B: Risk categorization

Unit 4: Risk financing methods
Topic A: Overview of risk financing
Topic B: Risk transfer
Topic C: Risk retention

Unit 5: Risk management
Topic A: Contract management
Topic B: Business contingency planning


Managing Organizational Goals

Course Length: 1 Day

Course Description

As a manager, you are responsible for setting the goals for your team and for managing their work. Organizational goals can often get lost in layers of management and not get communicated to the individual contributors. In the absence of goals, employees can feel unmotivated or can even set their own goals for achievement, which will result in poor and conflicting team performance. In this course, you will develop skills needed to establish tactical goals for your team based on organizational directives and general goals from your manager and create and manage action plans to achieve these goals.

Course Objective: You will develop skills needed to establish tactical goals for your team based on organizational directives and general goals from your manager, and create and manage an action plan to achieve these goals.

Target Student: This course is intended for the professional employee who is a team leader.

Prerequisites: Prior to taking this course, the student should have knowledge of corporate goals. Other courses that may be helpful are What Good Managers Do: The First 100 Days, Negotiating Skills, and Delegating.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Refine goals for your team.
  • Develop action plans and contingency plans for achieving your team goals.
  • Manage your team and work with stakeholders in your organization to achieve the action plan.

Course Content
Lesson 1: Establishing Team Goals
Topic 1A: Clarify General Team Goals
Topic 1B: Create a Goal Map
Topic 1C: Translate General Goals into Tactical Goals

Lesson 2: Developing a Team Plan
Topic 2A: Create Action Plans for Achieving Goals
Topic 2B: Develop a Contingency Plan

Lesson 3: Achieving the Team Plan
Topic 3A: Implement the Action Plan
Topic 3B: Evaluate Success


Meeting Skills for Leaders

Course Length: 1 Day

Course Description

In the business world, it is essential for everyone in the workplace to work together to get the job done, and this often involves meetings. For most of us, meetings are a part of the daily work routine, but as often becomes the case, that is what many meetings begin to feel like--routine. MEETING SKILLS FOR LEADERS  is just the sort of back-to-basics guide to organizing and conducting productive meetings every manager, supervisor, or team leader needs to get ideas and find inspiration to energize and motivate their groups. Every aspect of planning and preparing for a successful meeting is covered, from selecting participants to arranging facilities and equipment and leading effective discussions. A special section on conducting virtual meetings, an increasingly common trend in the business world today, has also been added to this third edition.

Course Content

Part 1: The Effective Meeting

  • Defining an Effective Meeting
  • Information or Decision-Making?
  • To Meet or Not to Meet
  • Face-to-Face, or Virtual?
  • Developing an Agenda
  • Selecting Participants
  • Notifying Participants
  • Choosing a Meeting Time
  • Solutions to Common Meeting Problems
  • Planning the Effective Meeting

Part 2: Facilities and Equipment

  • Guidelines for Facilities and Equipment
  • Meeting Room Checklist
  • Guidelines for Visual Aids
  • Guidelines for Projector Screens
  • Projection Methods
  • Arranging Virtual Meetings
  • Teleconferencing
  • Videoconferencing
  • Computer Conferencing

Part 3: Conducting Meetings

  • The Meeting Leader’s Role
  • The Major Components of a Meeting
  • Structuring Information Meetings
  • Presenting Information Effectively
  • Conducting a Question-and-Answer Session
  • Structuring Decision-Making Meetings
  • Generating Alternatives
  • Choosing Among Alternatives
  • Criteria-Based Decisions
  • Criteria-Based Rating
  • Criteria-Based Ranking
  • Criterion-Based Paired Comparison

Part 4: Leading Effective Discussions

  • Stimulating Discussion
  • 20 Tips for Generating Discussion
  • Handling Difficult Situations
  • Understanding Conflict
  • Managing Conflict

Part 5: Improving Meetings

  • An Improvement Model
  • Evaluating Meetings
  • Meeting Evaluation Forms
  • Providing Feedback
  • A Model for Effective Meetings
  • The Necessary Steps to an Effective Meeting
  • Being a Productive Participant



Course Length: 1 Day

Course Description

This course introduces students to the basics mentoring and the characteristics of a good mentor. Students will learn about the benefits of a mentoring program, and how to develop, implement, and evaluate the success of a mentoring program. Course activities cover selecting mentors and the people to be mentored, defining the mentor's job, matching mentors, establishing strong mentoring relationships, and maximizing the benefits of mentoring. Students also learn how to set effective goals and become effective learners when they are being mentored, and how to choose a mentor.

Course Content

Unit 1: Mentoring basics
Topic A: Ways of mentoring
Topic B: Roles and competencies
Topic C: Organizational strategies

Unit 2: Mentoring programs
Topic A: Understanding mentoring programs
Topic B: Developing mentoring programs
Topic C: Selecting participants

Unit 3: Dimensions and styles of mentoring
Topic A: Mentoring dimensions
Topic B: Learning and mentoring styles

Unit 4: Mentoring effectively
Topic A: Effective mentoring relationships
Topic B: Choosing and managing mentees
Topic C: Effective mentees

Unit 5: Mentoring relationships
Topic A: Building strong mentoring relationships
Topic B: Successful mentoring relationships
Topic C: Ending mentoring relationships


Motivating Employees at Work

Course Length: 1 Day

Course Description

Follow these handy tips and you will increase team performance while making the job more enjoyable for everyone. Become a leader who inspires and rewards employees to give their best. Raise expectations and performance. Learn how to create a motivating workplace. Increase productivity with the LEARN method.

Course Content

Part 1: Create the Motivating Workplace

  • Meet the Difficult Employee
  • Why Employees Don¿t Get the Job Done!
  • Close the Commitment Gap!
  • What Makes Employees Happy?
  • Ten Qualities Employees Want in a Job
  • Your One-Page Productivity Plan

Part 2: Motivating Through Empowerment

  • How to Empower Your Staff
  • The First Phase of Empowerment
  • The Second Phase of Empowerment
  • The Third Phase of Empowerment
  • The Empowering Supervisor
  • The Empowering Organization
  • Becoming an Empowering Organization

Part 3: Five Steps to Success
Step 1: Learn to Lead

  • The Efficient-Manager Checklist
  • Employees Who Think for Themselves
  • Bonus Section: Pass on the Vision
  • Share the Vision!
  • Creating the Vision
  • What Is Your Vision
  • Case Situation 1

Step 2: Examine Expectations

  • Reorganize the Work Flow
  • Make Work Interesting
  • Bonus Section: S.O.S.: Solution Finder
  • S.O.S. = Situation + Opportunity = Solution
  • Case Situation 2

Step 3: Act Like You Care

  • Learn to Listen
  • Keep Employees Informed
  • A Listening and Informing Survey
  • Bonus Section: Your Unique Style
  • Four Personality Types
  • Case Situation 3

Step 4: Respect Employees as Professionals

  • Respect Employees¿ Feelings
  • Recognize Quality Performance
  • A Time for You
  • Bonus Section: The Power of 4
  • Case Situation 4

Step 5: Never Stifle Personal Growth

  • How High Is Your I.Q.? (Innovation Quotient)
  • How High Is Your Organization¿s I.Q.?
  • Bonus Section: Your Goal Sheet
  • Case Situation 5

Part 4: Practice What You¿ve Learned

  • Two-Week Checklist
  • Three-Week Checklist
  • One-Month Checklist
  • Your Empowerment Plan



Course Length: 1 Day

Course Description

This course teaches students the basics of negotiations. Students will learn how to identify objectives and variables, establish negotiation requirements, research the other party, determine concessions, formulate a plan for agreement, and determine the logistics of a negotiation. Course activities also cover the guidelines for conducting a successful negotiation and facilitating communication, questions a person should ask and appropriate responses, and situations that require a specific negotiation style. Students will also learn how to gain control in a negotiation, use various negotiation tactics, and deal with unethical negotiation tactics.

Course Content

Unit 1: Establishing your terms of agreement
Topic A: Process of identifying objectives
Topic B: Process of establishing requirements

Unit 2: Researching the other party
Topic A: Gathering information about the other party
Topic B: Estimating the other party's requirements

Unit 3: Preparing for an agreement
Topic A: Determining concessions
Topic B: Fundamentals of Logistics

Unit 4: Conducting a negotiation
Topic A: Understanding the negotiation process
Topic B: Communicating during a negotiation
Topic B: Challenging negotiation situations

Unit 5: Advanced negotiating tactics
Topic A: Control in negotiations
Topic B: Negotiation tactics
Topic B: Negotiation ethics


Organizational Communication

Course Length: 1 Day

Course Description

This course teaches basic communication terms and organization basics. Students will learn how to communicate effectively, motivate employees, overcome communication barriers, develop leadership habits, understand how communication flows within an organization, develop networks, and identify the roles that individuals fulfill in an organization. Course activities also cover applying technology to organizational communication, discussing innovation and change, examining how environmental context affects communication, and discussion how power and politics affect an organization. Students will also learn how to manage change, stress, conflict, and empower individuals. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Course Content

Unit 1: Communication basics
Topic A: Effective communication
Topic B: Organizational management
Topic C: Organization types and characteristics
Topic D: Communication flow

Unit 2: Leadership and motivation
Topic A: Communication and leadership
Topic B: Communication and motivation

Unit 3: Relational context and organizations
Topic A: Relational context
Topic B: Relationships and organizations

Unit 4: Technology in the workplace
Topic A: Workplace technology
Topic B: Impact of technology
Topic C: Technology guidelines

Unit 5: Context, stress, and managerial tools
Topic A: Environmental context
Topic B: Stress and communication

Unit 6: Innovation and change
Topic A: Aspects of innovation
Topic B: Aspects of change

Unit 7: Power, politics, and diversity
Topic A: Power and communication
Topic B: Diversity and communication
Topic C: Empowerment and communication


Organizational Vision, Values, and Mission

Course Length: 1 Day

Course Description

The leader of today has a vision for tomorrow: a vision that is clear, achievable, motivating, and exciting. Managing by vision allows an organization to create its future. This course shows managers how to develop organizational vision, values, and mission to build team spirit and productivity.

Course Content


  • The Process of Visioning
  • Understanding the Process
  • The Essence-Driven Organization
  • Organizational Renewal Cycle
  • Visionary Leadership

Step 1: Clarify Values

  • Identifying Values
  • Linking Personal and Organizational Values
  • Values Cards
  • Values and Teams

Step 2: Scan the Current Situation

  • Exploring Your Current State
  • History of the Organization
  • Opportunities and Threats

Step 3: Define the Mission

  • Checking Your Mission
  • Organizational or Team Mission Statements
  • Pitfalls in Creating Mission Statements

Step 4: Create a Vision

  • Picturing Excellence
  • Vision and Performance
  • Visioning Releases Spirit
  • The Power of Preferred Imagery
  • How to Begin
  • Visioning Tools
  • Overall Visioning Process

Step 5: Implement the Vision

  • Communicating the Vision
  • Living the Vision
  • Outcomes of Visioning Process
  • References


Performance Management

Course Length: 1 Day

Course Description

The critical skills you will acquire upon completion of this course will help you establish a work climate conducive to managing employee performance. In this course, you will learn how to help employees find meaning in their jobs and stay on course, how to maximize employee input and participation during an appraisal, how to maintain positive communication about expectations versus performance, and how to follow up on agreements reached. Most professional and administrative employees today do not understand how their work is evaluated. The techniques outlined in this course will help you fashion a well-planned and thoughtful process for creating an open atmosphere for discussion and for leading the way for employees' personal development and growth.

Course Content

Part 1: Are You Ready for Better Appraisals?

  • Objectives of Performance Appraisals
  • Meet Some Successes and Some Failures
  • Do You Put Off Performance Appraisals?
  • Benefits of a Well-Planned Appraisal
  • How Appraisals Help Employees

Part 2: Setting the Stage

  • Establish the Right Climate
  • Are You Part of the Solution or Part of the Problem?
  • Help Employees Find Meaning in Their Jobs and Stay on Course
  • Case Study 1: Who Will Be Better at Performance Appraisals?

Part 3: Preparing for More Effective Appraisals

  • What Is Meant by Goals and Standards?
  • Attitudes and Performance Appraisals
  • Employee Preparation for the Appraisal
  • Manager Preparation for the Appraisal
  • Pitfalls to Avoid
  • Elements of a Successful Appraisal
  • Develop an Action Plan
  • How Employee Performance Directs the Appraisal
  • Appraisal Discussion Models
  • Case Study 2: What Upset Jess?

Part 4: Conducting the Appraisal

  • Beginning the Appraisal Discussion
  • Discussing Unsatisfactory Performance
  • Getting an Employee to Talk Freely
  • Creating an Open Atmosphere
  • Appraisal Questions
  • Personal Development and Growth
  • The Importance of Attitude
  • Closing the Appraisal Discussion

Part 5: After the Appraisal

  • Following Up: Three Suggestions
  • Performance Appraisal Checklist for Managers
  • Creating a Personal Action Plan


Practical Leadership

Course Length: 1 Day

Course Description
Up to this point in your career, you have been a successful employee or individual contributor, or have recently been promoted to manager. You have developed skills to be successful in your field. In this course, you will learn the practical skills you need to be an effective leader in your organization.

Prerequisites: You should possess experience working in an organization as an individual contributor or possibly as a manager. In addition to this course, you may want to consider the following related courses: Basics of Effective Communication, Persuading Others, Recognizing Employee Performance, and Setting Performance Goals and Expectations.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Describe the transition from your role of individual contributor to that of a leader.
  • Develop an effective team.
  • Identify techniques for leading diverse groups to achieve business results.
  • Identify skills required to focus and lead your team to achieve business results.

Course Content

Lesson 1: Transitioning from Individual Contributor to Leader
Topic 1A: Define Leadership
Topic 1B: Identify Your Leadership Style
Topic 1C: Redefine Your Role

Lesson 2: Developing an Effective Team
Topic 2A: Develop an Effective Team
Topic 2B: Coach for Performance
Topic 2C: Influence for Results
Topic 2D: Empower Your Team Members
Topic 2E: Lead Your Team through Organizational Change

Lesson 3: Leading Different Types of Teams
Topic 3A: Work with Different Types of Teams
Topic 3B: Overcome Communication Barriers
Topic 3C: Overcome Issues Among Team Members

Lesson 4: Aligning Your Strategy for Business Results
Topic 4A: Identify Core Values
Topic 4B: Write a Vision Statement
Topic 4C: Establish a Mission
Topic 4D: Develop Goals


Problem-Solving Skills

Course Length: 1 Day

Course Description

Regardless of the specific organization or position, your skills and previous training have allowed you to gain employment in the corporate world. One thing that you may not be adequately prepared for, however, is dealing with problems. In a corporate environment, using specialized groups to solve problems is becoming more and more common. Being able to work in groups to solve problems will enhance your business knowledge and value to the organization. This course will show you the fundamentals of problem-solving skills—from defining your problem, to presenting it to the key decision makers in your organization. You will investigate strategies to help you clearly define your problem, determine and present your solution, and monitor the results.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Describe strategies for solving problems logically.
  • Examine strategies for defining the true issue of a problem.
  • Identify strategies for solving problems methodically.
  • Examine business strategies for acquiring decision acceptance when problem solving.

Course Content

Lesson 1: Starting to Solve Problems
Topic 1A: The Problem-Solving Process
Topic 1B: The Nature of Groups
Topic 1C: Tools for Problem Solving
Topic 1D: Problem-Solving Approaches

Lesson 2: Identifying the Problem
Topic 2A: Determine the Problem
Topic 2B: Investigate the Problem

Lesson 3: Determining the Solution
Topic 3A: Analyze Problems Creatively
Topic 3B: Consider Alternate Solutions
Topic 3C: Choose the Best Solution
Topic 3D: Solutions to Group Problems

Lesson 4: Accepting a Decision
Topic 4A: Sell Your Solution
Topic 4B: Implement Decisions


Process Improvement

Course Length: 1 Day

Course Description

The critical skills outlined in this course teach you to quickly grasp what process improvement is all about, learn specific tools and techniques applicable to every business; understand what needs changing and create a process map, and implement changes and measure their effectiveness. You know that you want things to change, but you're struggling to know how and where to begin your efforts to change and improve. This course offers practical, easy-to-understand instructions to improve your current processes. You will learn the tools and techniques to improve the way you do business, make your organization more responsive, and keep yourself competitive in today's marketplace.

Course Content

Part 1: What Is Process Improvement?

  • The Concept Is Simple!
  • How Process Improvement Fits in with Other Ways to Improve
  • Your Challenge Is Clear!

Part 2: Identifying the Players

  • The Customer is #1
  • The Next Most Important Person

Part 3: Ensuring Success

  • Find Processes That Need Improvement
  • Plan for Your Success

Part 4: Understanding What Needs Changing

  • Where to Begin?
  • Create Your Own Process Map

Part 5: Getting Where You Want To Be

  • Identify Those Pesky Problem Areas
  • Come Up with Effective Options
  • Plan Your Implementation

Part 6: Getting Changes to Stick

  • If Nothing Has Changed, You Missed the Mark!
  • Implementation: What to Expect at This Phase
  • Help!
  • How to Make This a Continual Process


Sexual Harassment Awareness for Supervisors

Course Length: ½ Day

Course Description

You work for a local company in a supervisory position. You're familiar with the term sexual harassment, but as a supervisor, you want to ensure that you possess the latest information regarding sexual harassment awareness and prevention. In this course, you will obtain that knowledge. You will identify methods of educating and guiding employees, supervisors and managers to prevent sexual harassment complaints and concerns.

Target Student: Any supervisor or manager seeking information for the first time and those who need a refresher on sexual harassment awareness and prevention.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Identify some of the ways that sexual harassment is defined.
  • Identify some of the ways to set an appropriate example for staff and subordinates to follow.
  • Identify some of the ways to create an environment in which harassment is not tolerated.
  • Examine some of the ways to foster an environment of compliance within the company.
  • Identify some of the methods for maintaining compliance in the company.

Course Content

Lesson 1: Understand the Issue
Topic 1A: What Is Sexual Harassment?
Topic 1B: Know the Law
Topic 1C: Identify Instances of Sexual Harassment
Topic 1D: Assess the Work Environment

Lesson 2: Lead by Example
Topic 2A: Encourage Mutual Respect
Topic 2B: Use Common Courtesy
Topic 2C: Maintain an Open Door Policy
Topic 2D: Dating in the Workplace

Lesson 3: Influence the Organization
Topic 3A: Create a Policy
Topic 3B: Implement a Process

Lesson 4: Support the Process
Topic 4A: Enforcing Company Policy
Topic 4B: Encourage Victims to Come Forward

Lesson 5: Maintain Compliance
Topic 5A: Investigate All Complaints
Topic 5B: Eliminate Offensive Conditions


Strategic Decision Making

Course Length: 1 Day

Course Description

This course teaches students how to plan, frame, and research decisions. Students learn how to define decisions, apply appropriate decisions frames, avoid overconfidence, deal with uncertainty, generate options and select the best one, develop numerous high-quality options, evaluate the options and make a final choice, review and learn from experience, identify optimal decision outcomes, and identify and manage linked decisions. Students will also learn how an organization can benefit from employing strategic decision-making techniques, and how to use decision-making strategies to improve negotiation skills.

Course Content

Unit 1: Preparing to make decisions
Topic A: Fundamentals of decision making
Topic B: Defining decisions
Topic C: Decision frames
Topic D: Researching decisions

Unit 2: Decision options
Topic A: Generating options
Topic B: Selecting an option

Unit 3: Decision results
Topic A: Results of your decisions
Topic B: Learning from the experience of others

Unit 4: Complex decisions
Topic A: Decision scenarios
Topic B: Linked decisions

Unit 5: Group decisions
Topic A: Making group decisions
Topic B: Overcoming decision making barriers

Unit 6: Negotiation decisions
Topic A: Making negotiation decisions
Topic B: Decision making pitfalls for negotiators


Stress Management

Course Length: 1 Day

Course Description

We are more conscious of our health today than ever before. We are living longer and better because we are eating healthier and exercising more regularly. But what about stress? Stress is a normal part of everyday life, and our picture of our overall health would not be complete without some consideration of how stress affects our emotional (and physical) health. This course was written to focus attention on stress management, specifically how to find a level of stress that is not only manageable, but useful for you, and how to avoid stress beyond that level. You will also learn the basics of good emotional health, how to improve your self-image and become more self-aware, and how your emotional health ties in to your physical health.

Course Content

Part 1: Understanding Stress

  • The Effects of Stress on Emotional Health
  • Recognizing Stress
  • Testing Your Stress Level
  • Identifying Behavior Patterns
  • The Three Stages of Stress
  • Identifying the Symptoms of Stress
  • The Effect of Stress on the Physical Self
  • Keeping the Adrenaline in Check
  • Examining Workplace Stress
  • Understanding Occupational Burnout
  • Finding the “Right” Amount of Stress

Part 2: Taking Responsibility for Your Own Stress

  • Identifying the Stress in Your Life
  • Coping with Stress
  • Alleviating Stress at Work
  • Expressing Your Feelings
  • Using Stress Releases and Safety Valves

Part 3: Reducing Stress Through Biofeedback, Mindfulness, and Meditation

  • Understanding Biofeedback
  • Developing Mindfulness
  • Practicing Meditation

Part 4: Improving Relationships with Self and Others

  • Accepting Yourself as a Unique Individual
  • Sorting Realistic from Unrealistic Expectations
  • Assessing Your Strengths
  • Acknowledging Universal Human Needs
  • Building Better Relationships
  • Recognizing Negative Relationship Patterns

Part 5: Enhancing Your Emotional Health

  • Understanding Emotional Maturity
  • Expressing Emotions Appropriately
  • Exploring Your Own Emotional Fitness
  • Building Self-Confidence
  • Solving Problems Openly
  • Ten Tips for Maintaining Emotional Fitness
  • Setting Personal Goals
  • Reviewing Your Personal Goals


Successful Strategic Planning

Course Length: 1 Day

Course Description

In successful organizations, strategic planning leads management in defining and achieving a vision that is ultimately linked to the customer. This course is based on a revolutionary systems thinking approach that will help individuals, teams, departments, and businesses of all sizes and types in a simple four-phase process to create and implement strategic planning successfully. It begins with defining the end goal or vision first and then focuses all activities toward that outcome.

Course Content


Part 1: Plan to Plan: The Educating and Organizing Step

  • Getting Started with Backwards Thinking
  • Today’s Business Climate
  • Benefits of Systems Thinking and Strategic Planning

Part 2: Developing a Strategic Plan/Document

  • Phase A: Creating Your Ideal Future
  • Phase B: Measuring Success: Ten or Fewer Outcomes
  • Phase C: Developing and Converting Strategies to Actions
  • Changes in Your Core Strategies

Part 3: Plan to Implement

  • Phase D: Implementing Change Successfully
  • The Leadership Steering Committee: The Key to Success
  • Annual Review and Update

Part 4: Facilitator Tips to Ensure Success

  • Facilitator Tips


Team Participation

Course Length: 1 Day

Course Description

This course teaches students how to be an effective team member. Students learn how to communicate effectively, adapt to various personality styles, overcome common problems, work on aspects of verbal and nonverbal communication, create a supportive team environment, understand the source of team conflict, and employ different conflict resolution styles. Course activities also cover resolving conflict, avoiding the negative consequences of conflict, maximizing real benefits, reaching consensus, and making positive contributions to team decisions.

Course Content

Unit 1: Understanding team fundamentals
Topic A: Team fundamentals
Topic B: Team member roles
Topic C: Team goals
Topic D: Working together

Unit 2: Communicating in teams
Topic A: Team communication
Topic B: Elements of communication
Topic C: Supportive and effective communication

Unit 3: Communicating nonverbally and listening actively
Topic A: Nonverbal communication
Topic B: Verbal and nonverbal communication
Topic C: Active listening
Topic D: Skills of listening
Topic E: Use of questions

Unit 4: Understanding conflicts
Topic A: Symptoms of conflict
Topic B: Nature of conflict
Topic C: Power play

Unit 5: Resolving conflicts
Topic A: Resolve team conflicts
Topic B: Handle conflicts
Topic C: Styles of conflict resolution

Unit 6: Making a decision
Topic A: Collective decisions
Topic B: Team decision
Topic C: Decision making methods

Unit 7: Understanding consensus method
Topic A: Consensus process
Topic B: Initiate a consensus process
Topic C: Overcome consensus challenges


The New Supervisor

Course Length: 1 Day

Course Description

Supervising others is a special challenge many people are called to do in their professional careers. The New Supervisor prepares those meeting this new leadership responsibility to gain confidence and project the right attitude from Day One. This course has been newly revised by Wil McKnight to include updated examples and an added focus on productivity and getting results.

Course Content

Part 1: Meeting the Challenge

  • Anticipating the Challenge Ahead
  • Getting Started: Copy a Model Supervisor
  • Communicating Through Your Attitude
  • Your Attitude About Quality
  • Your Attitude About Productivity
  • Your Attitude About Safety
  • Reflecting on Self-Confidence
  • Taking Charge
  • Presenting a Strong, Effective Image
  • Getting Yourself and Your Staff Organized
  • Staying Up-to-Date in Your Planning
  • Turning Ideas and Plans into Results
  • Key Points from Part 1

Part 2: Fitting Four Fundamentals into Your Style

  • Becoming an Effective Supervisor Is Like Playing Baseball
  • First Base: Establishing Your Authority by Setting Reasonable Standards and Limits
  • Making the Transition to Your Supervisory Style
  • Letting Go of "Business as Usual"
  • Establishing Discipline
  • Second Base: Getting Results Through Your Staff
  • Earning Your Staff's Respect--and Keeping It
  • Learning How to Delegate
  • Third Base: Becoming an Effective Coach and Counselor
  • Viewing Yourself as a Coach
  • Using Counseling Effectively
  • Forging Effective Relationships with Your Staff
  • Make It Home by Becoming a Confident and Respected Leader
  • Leading Your Staff to New Heights
  • Building Winning Teams
  • Setting Goals for Quality, Productivity, and Safety
  • Helping Staff Members to Motivate Themselves
  • Key Points from Part 2

Part 3: Dealing with Special Situations

  • Staying Positive and Overcoming the Blahs
  • Being Alert to Troublesome Habits
  • Seven Unforgivable "Killer" Mistakes
  • Supervising People Who Used to Be Peers
  • Handling Possible Resentment
  • Developing Your People Skills
  • Solving Problems
  • Identifying the Problem Employee
  • Dealing with a Problem Employee
  • Handling Conflict Among Staff Members
  • Working with Other Departments and Work Groups
  • Keeping Your Supervisor Happy
  • Resolving Mistakes
  • Getting a First-Rate Staff and Keeping It
  • Pulling Together
  • Looking Ahead: Continuing Your Supervisory Training
  • Key Points from Part 3


Virtual Teams

Course Length: 1 Day

Course Description

This course teaches students the fundamentals of working in virtual teams. Students will learn about the advantages and disadvantages of an alternative office, the technologies used to communicate and make decisions, and the obstacles virtual teams must overcome for success. Course activities also cover how to communicate effectively in a virtual team setting, overcome barriers to communication, use technology to facilitate communication, and conduct virtual team meetings. Students will also learn about influencing a virtual meeting's effectiveness and decision-making methods.

Course Content

Unit 1: Fundamentals of virtual teams
Topic A: Defining virtual teams
Topic B: Serving in virtual teams
Topic C: Conducting an orientation session

Unit 2: Effectiveness, social dynamics, and decision-making
Topic A: Effectiveness
Topic B: Social dynamics
Topic C: Decision-making

Unit 3: Obstacles and success factors
Topic A: Obstacles
Topic B: Success factors

Unit 4: Communication
Topic A: Effective communication
Topic B: Enhancing communication
Topic C: Communication barriers
Topic D: Technologies used for communication

Unit 5: Alternative office arrangements
Topic A: Working in alternative offices
Topic B: Telecommuting


What Good Managers Do: The First 100 Days

Course Length: ½ Day

Course Description

This course will give new managers the basics of effective management for their first 100 days on the job. Professionals who have achieved success as individual contributors often transition into management roles. New managers want to be able to step forward and assume their new responsibilities with confidence. You want to be able to conduct performance appraisals, monitor work processes, communicate effectively with team members, build an internal network of supportive colleagues, and avoid common management pitfalls. You also want to be able to resolve conflicts that arise, coach people to give great performances, and serve as an advocate for your team within the wider corporate structure.

Target Student: This course is intended for a wide range of first-time managers and staff members who are considering transitioning to management roles.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Make the transition from team member to manager by gathering critical information, familiarizing yourself with workplace priorities and requirements, holding meetings with key players, establishing trust and credibility, and managing the basic elements of work.
  • Identify methods of coaching great performances from your team members, resolving the everyday conflicts that arise, and working within the corporate structure by managing up.

Course Content

Lesson 1: Making the Transition
Topic 1A: Position Yourself for Success
Topic 1B: Begin the Transition
Topic 1C: Manage the Basic Work Elements

Lesson 2: Building A Winning Team
Topic 2A: Coach for Great Performance
Topic 2B: Resolve Conflict within the Team
Topic 2C: Represent Your Team


Women in Leadership

Course Length: 1 Day

Course Description

You will recognize leadership traits and compare your own leadership styles to those you have identified. You will learn how to practice effective leadership skills and get around challenges that prevent or inhibit female leaders from advancing in their careers.

Target Student: The target audience for this course is women seeking to enhance their professional careers, develop their leadership skills, and become leaders in their organizations. It is also for workplace professionals, including managers and leaders who want to learn more about women in leadership.

Course Objectives

Upon successful completion of this course, students will be able to:

  • Lead people in an organization.
  • Overcome common leadership challenges.
  • Gain leadership excellence through effective communication.

Course Content

Lesson 1: Leading People in an Organization
Topic 1A: Recognize Your Leadership Potential
Topic 1B: Leverage Your Unique Leadership Strengths

Lesson 2: Overcoming Common Leadership Challenges
Topic 2A: Respond to Resistance to Your Leadership
Topic 2B: Gain the Next Foothold in the Corporate Ladder

Lesson 3: Gaining Leadership Excellence Through Effective Communication
Topic 3A: Achieve Clarity in Communication
Topic 3B: Deliver Constructive Criticism
Topic 3C: Resolve Conflict


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