BUSINESS PROCESS REENGINEERING
This module introduces the concept of reengineering as a work process to improve productivity and profitability. The differences between function and process are explored and participants learn to evaluate when they should focus on continuous improvement and when to implement business process reengineering. Participants have the opportunity to identify a process that is in need of refinement; they then reengineer the process using the tools and skills presented during the module.
BUILDING SUCCESSFUL TEAMS
In this module, participants identify the characteristics of high performing teams, the stages of team growth, and the steps to improving team performance. A step-by-step approach is presented and the elements of team process are studied in detail. Simulations are incorporated to allow the participants to experience these team processes. Specific emphasis is placed on roles and responsibilities, setting and communicating priorities and changes, conflict, and the differences between building teams within participants’ organizations versus across functional boundaries. Specific emphasis is also placed on capturing the individual and collective talents of participants’ staff in order to empower their teams to the appropriate level for the task. These concepts and tools are applied during the workshop and participants analyze their own team and plan for its development.
ASSURING QUALITY CUSTOMER SERVICE
This module provides an overview of the skills necessary to lead a service-driven organization in today’s competitive environment. Participants work through cases and exercises geared to analyzing ways to meet and/or exceed customer expectations and implement a pro-active service plan for the department or company. Emphasis is placed on keeping a customer-driven focus and the impact on the bottom line.
This module helps participants identify sources of conflict and provides tools and techniques for assessing and managing conflict. It introduces a model for managing differences that includes nine unique approaches for effectively handling conflict. Participants determine which approaches will help them be more successful in dealing with and resolving conflict. Participants work through simulations to learn how to best handle conflict between themselves and others, as well as conflict between two people that they must referee. Participants plan and practice a conflict resolution session in preparation for dealing with a conflict they currently have.
CRITICAL THINKING AND PROBLEM SOLVING
This module provides participants with an overview of critical thinking. As a group, participants quickly work through the process on an actual work-related problem which they identify. Participants develop specific skills and analyze a situation in order to ensure that the “right” approach is taken to developing alternatives and action plans for implementing and tracking complex situations. Finally, participants plan and present a clear, concise presentation of their thinking.
MANAGING DIFFICULT PEOPLE
Difficult people cost your company money. The solution isn’t always to let a difficult employee go. Sometimes good people have quirky personalities that can be managed. Do you have otherwise useful workers who find the negative in everyone and everything? Attend this conference and learn new strategies for getting the best out of difficult people. Our speaker will discuss the actions of different types of difficult workers and convey methods for dealing with them.
MANAGING STRESS EFFECTIVELY
This module is geared to discuss both personal and workforce stress. It is designed so that participants can do individual work and maintain privacy even though in a workshop setting. Participants are also made aware of stress warning signs and how to combat these stress symptoms. Tools and techniques for stress reduction and dealing with stress are explored so that participants can develop their own personal strategy. Significant time is spent on prioritization, organization, planning, handling multiple priorities and delegation.
10 SUPERVISOR SLIP-UPS THAT LEAD TO LAWSUITS
Supervisors who don’t know the law are ticking time bombs, lawsuits waiting to happen. In this session, we will discuss several important laws relevant to different industries, with time to answer specific questions. We will also discuss the 10 common but avoidable supervisor slip-ups that provoke lawsuits and costly judgments against companies.
BRIDGING CULTURAL DIFFERENCES WITH VIRTUAL TEAMS
One of the perks of virtual teams is that they usually offer a wealth of diversity. Nonetheless, one of the biggest challenges of virtual teams is just that- they offer a plethora of diversity. Leveraging the advantages and managing the challenges of diverse cultural backgrounds are significant to developing a successful team. Join us to discuss how to bridge cultural difference and move forward as a team.
This module provides the basic tools and interpersonal skills required to successfully manage projects. These include work breakdown, Gantt charts, PERT/CPM, staffing, gaining commitment, managing accountability, leading meetings and dealing with the unexpected.
PLANNING AND IMPLEMENTING CHANGE
This module will help participants to understand why an organization needs to change, and looks at the five steps to plan a change and the four steps to implement it. Participants discuss readiness for change, commitment to change, and obstacles and resistance to change. Participants learn how to create a safe environment to discuss change, how to key into what motivates others to “buy-in” to change, and they are given tools to overcome resistance to change from a variety of viewpoints. Participants then walk through all the steps of implementing a change and how to make it work as easily and painlessly as possible.