Understanding Others

Administrative Excellence

Help your administrative staff help you! This interactive one-day workshop is designed to identify and develop the issues that maximize organizational productivity: interpersonal and team communication, organizational skills, workflow, problem solving and resilience to constant change. Learn to lead by example and how to start the day with a healthy work attitude.

Learning Objectives:

  • Understand the principles and values of total quality
  • Examine the Five Core Competencies through a personal assessment

    • Personal Accountability
    • Barriers as Opportunities
    • Commitment to Results
    • Desire to Learn
    • Effective Communication
  • Practice assertive communication and influence techniques
  • Analyze a plan for surviving a major mistake
  • Discover the Ten Traits of Peak Performers
  • Develop a Professional Assistant Productivity Tool Kit
  • Manage change and shifting priorities
  • Build MARGIN into an overloaded schedule
  • Develop effective communication up the ladder
  • Create a behavior modification tool to improve your daily attitude
  • Develop and Action Plan to extend the learning experience

Assertiveness for Today’s Workplace

Assertiveness training will allow you to effectively confront problematic behavior in yourself and others to reach workable solutions. Assertive managers and supervisors project a confident image which strengthens team leadership efforts.

In this interactive one-day seminar participants will discover the causes and solutions to common difficult situations. They will learn to give and take constructive criticism and build healthy relationships both personally and professionally. Assertiveness training allows you to deal with pressure situations and conflict while promoting cooperation and teamwork. You will be able to diffuse emotionally-charged events and increase your effectiveness and that of your team. Each class participant will receive a behavior modification tool to help put the learning experience into action.

Learning Objectives:

  • Understand the philosophy of assertive communication.
  • Recognize assertive, passive and aggressive behavior in yourself and others.
  • Analyze your behavior to determine your assertiveness quotient to modify your communication style.
  • Identify and apply assertive communication techniques; focusing on words, voice, body language and listening.
  • Apply verbal and non-verbal techniques to enhance your assertive communication skills.
  • Practice skillful ways of expressing and accepting disapproval and disagreement.
  • Experience successful confrontation of problematic behavior in yourself and others through demonstrations.
  • Develop the skill of conflict resolution while maintaining cooperation and team spirit.
  • Role play, analyze, problem solve and discuss specific and common troubling situations.
  • Use a personal behavior modification tool to be assertive in the most effective and appropriate way.
  • Write an Action Plan to extend the learning experience into the workplace.

Attitude and Excellence

The heart of teamwork and performance excellence is a healthy, positive and uplifting attitude. The purpose of this workshop is to identify both positive and negative attitudes reflected by behaviors; not to complain or commiserate, but to develop solutions and resolve situations.

Participants will understand what excellence at the worksite looks like and develop strategies to modify and align their daily performance with an identified standard of excellence. A personal Action Plan will be developed to extend the learning experience.

Learning Objectives:

  • Examine Twelve Basic Assumptions for healthy work teams.
  • Understand the Foundations of Attitude and Behavior.
  • Use a behavior modification tool to release past experiences.
  • Identify behaviors associated with good and bad attitudes at the workplace.
  • Apply the Law of the Farm to develop a healthy, positive attitude at work and at home.
  • Learn how to become Gung Ho People!
  • Develop a model for personal and team excellence.
  • Examine what high-trust environments have in common.
  • Apply the Psychology of Achievement.
  • Develop a framework for team celebrations.
  • Examine a template for “Winning Every Day”.
  • Construct a personal daily Attitude Booster: Home and Office.
  • Write an Action Plan to extend the learning experience.

Conflict Resolution

Conflict is inevitable in any organization or team. Unless properly resolved, conflict can be destructive and costly. If properly managed, disagreements between people can be a source of creative ideas; if improperly managed, they can be destructive to both productivity and relationships. Today’s stressful and ever-changing workplace can create interdepartmental conflict and collaboration problems within the work team. In this dynamic workshop you will learn to resolve conflict constructively and improve productive work relationships.

Learning Objectives:

  • Understand the origins of conflict.
  • Recognize and effectively challenge negative attitudes and behaviors.
  • Transform conflict into a positive force.
  • Learn effective communication techniques for use in the midst of conflict.
  • Develop conflict resolution skills to the mutual satisfaction for all parties.
  • Recognize passive and aggressive behaviors and translate them to assertive behaviors.
  • Uncover events or triggers of anger and conflict and develop an effective proactive strategy.
  • Recognize and understand the five stages of anger.
  • Rate your anger-producing, anger-reducing behaviors.
  • Analyze aggressive, passive, and assertive; thoughts words and actions.
  • Understand the three perceptions that produce anger and match control strategies.
  • Develop an effective response to negativity in others.
  • Practice constructive behaviors to manage conflict.
  • Develop a tool kit of techniques for conflict, violence, and anger management.

Managing Difficult People – Creating a Positive Workplace

We can all be difficult people at times. However, about five percent of the people we deal with regularly are truly difficult people. They are causing a problem and they are doing it consistently. Difficult people often spawn negativity in a work culture. This workshop is designed to examine the roots of negativity in the workplace and to provide simple, easily administered strategies to cope with and manage difficult people and effectively combat a negative environment. Several ready-to-use, immediately effective strategies will be presented along with a plan for long-term team and culture change designed to promote effective communication, optimism, teamwork, and high productivity.

Learning Objectives:

  • Analyze difficult behaviors and discover their roots.
  • Learn and apply the basic principles of human behavior to difficult people for successful interactions.
  • Understand the difference between positive thinking and thinking positive.
  • Examine the six typical behaviors of difficult people; understand the messages they send and how we perceive their messages. Develop a simple action for a healthy response to each.
  • Apply the Platinum Rule of Communication to develop instant rapport.
  • Perform a self-analysis to assess your attitudes and level of negativity.
  • Learn to use a solution-oriented approach to effectively confront negativism.
  • Develop a three-step plan to deal with the negativity in others.
  • Understand all behavior is reward-centered. Learn to reward appropriate behaviors.
  • Examine categorical thinking to challenge intolerance of others.
  • Build personal self esteem and encourage the self esteem of others.
  • Construct behavior modification tools to set yourself up for success.
  • Develop an Action Plan to extend the learning experience.

Effective Change Management

There is only one thing that we can count on in the new millennium; things will change (and change rapidly). This workshop is designed to help employees, managers and supervisors identify and develop the skills necessary to cope and manage in changing environments. A toolbox of simple techniques is offered to help build high-morale and resiliency in response to periods of change. Personal, interpersonal and workplace systems will be examined to match the most appropriate techniques with your specific change environment.

Learning Objectives:

  • Experience the five general reactions to change
  • Recognize changes in your personal and professional, present and future environment
  • Understand the morale curve; to help yourself and others through change
  • Learn the change – transition – transformation process
  • Apply the CARE model to yield productive change
  • Develop resiliency to change skills
  • Learn the Formula for Successful Team Transition during change
  • Develop communication skills necessary to minimize negative effects of change
  • Understand the Psychology of Achievement as applied to periods of imbalance
  • Transform change resisters into change supporters
  • Anticipate the eight mistakes organizations make during change
  • Identify structural barriers to effective change
  • Develop a template for high performance during periods of rapid change
  • Apply techniques that build a high-morale, high-trust environment
  • Write an action plan to extend the learning experience

EQ vs. IQ: Why Smart People Fail

Research indicates that, for jobs of every type, Emotional Intelligence (or Emotional Quotient) is twice as important as IQ and technical skills combined. EI accounts for 85% of what separates star performers from average ones. Daniel Goleman, author of Working with Emotional Intelligence, describes EI as “recognizing and managing our own feelings and those of others-the fundamentals upon which are built such important organizational competencies as outstanding leadership, customer service, and teamwork.” The good news is that EI can be learned. This seminar explores how you can boost productivity, lead more effectively, and enjoy more satisfying relationships through Emotional Competence. During this seminar, you will complete an EQ Map – an extensively researched and tested self-assessment.

Learning Objectives:

  • Gain a better understanding of yourself.
  • Plot your individual path to success.
  • Understand how you score on 20 EQ scales and competencies.
  • Create a snapshot of your current EQ strengths and vulnerabilities.
  • Explore EI Personal Competencies: Self-awareness, Self-management, and Motivation.
  • Learn to improve your Social Competencies: Empathy and Social Skills.
  • Complete and interpret your personal EQ Map: how well do you cope with pressures? Trust yourself? Think creatively?
  • Put EQ into action: A step-by-step plan.
  • Construct an Action Plan to extend the learning experience.