Business Continuity Management Training
The training is aimed at the creation and validation of a practised logistical plan for how an organization will recover and restore partially or completely interrupted critical (urgent) functions within a predetermined time after a disaster or extended disruption. The intended effect of Business Continuity Plan is to ensure Business continuity, the resilience of the business to any eventuality; the plan helps ensure continuity of the service to your key customers and the protection of your brand and reputation. Business Continuity Management is a part of an organizational learning effort that helps reduce Operational Risks associated with lax management controls.
Business Process Re-Engineering
This program introduces the concept and techniques of re-engineering work processes to improve productivity and profitability. Participants explore the differences between function and process and learn to evaluate which approach is best suited for each challenge: continuous improvement or business process re-engineering.
Participants will walk through identifying business processes they believe need refinement and then re-engineering those processes using the tools and skills they are learning. Skills will be taught through interaction with the instructor and other participants and through the use of topic-specific simulations, exercises, and practice sessions – all designed for meaningful application in everyday work situations.
Business Writing
Writing for Results covers strategies that help writers quickly plan, draft, and revise business documents that get results. Participants learn how to identify readers’ needs, define writing objectives, organize information, and format documents for quick reading.
The workshop emphasizes both product (what is an effective document) and process (how do you create an effective document). It includes short lectures on writing topics and strategies. Participants will analyze document samples, evaluate each other’s’ writing, and perform a self-assessment of their writing progress.
One-day and longer formats are available.
Conflict Management
This program helps participants identify sources of workplace conflict, and provides tools and techniques for assessing and managing conflict. It introduces a model for managing differences that include nine unique approaches for effectively handling conflict. Participants determine which approach will be most successful in dealing with and resolving the conflicts they personally encounter. Working through simulations, they learn better ways to handle conflict between themselves and others and to referee conflicts with other employees. Each participant plans and practices a conflict resolution session designed to prepare them for handling a conflict they currently face at work. The program concludes by highlighting ten common conflict behaviour types, and showing how to effectively deal with each.
Essentials for Management
This program is designed both for new managers and experienced managers who need to sharpen their skills. It brings together timely and critical topics, advanced assessment tools, and a building block approach that makes it easier for working managers to gain mastery of new skills and techniques.
Participants will discover valuable new approaches to employee involvement, learn how communication styles affect productivity, and discover proven ways to deal with conflict. In addition, they will master state-of-the-art performance management tools and coaching techniques, learn better ways to manage change, and become more effective team-builders.
Essentials for Supervisors
Topics Covered
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Role of the Manager
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Developing Relationships
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Effective Communication
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Performance Management
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Coaching and Feedback
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Managing Conflict
Many of the topics covered in this session are accompanied by assessments, and all of them rely on interactive training techniques. Participants will practice each skill in exercises, simulations, or role plays. Along the way, supervisors and managers will discover powerful new ways to promote employee involvement, communicate more effectively with people of varying communication styles, and resolve a wide range of conflicts. They will also master proven performance management tools and coaching techniques.
Innovation at Work
This program offers a unique opportunity for participants to explore their own potential to innovate. Participants learn what innovation is, how it differs from creativity, and how innovation and creativity work together. Roadblocks to innovation are identified, and proven strategies for overcoming these roadblocks are taught. The crucial concept of “paradigms” is introduced, and practical tools to boost creativity – including mind-mapping – are discussed and practised.
How to Develop Effective Strategic Business Planning
Challenges that modern times business environment is posing place more responsibility of the company’s overall performance on its management. Advanced technologies, new business models, open competition, growing markets, increased need for skilled staff, and a more demanding, sophisticated and knowledgeable customer base necessitates a shift and evolution in the way we plan and implement business objectives, strategies and action plans.
Management is called upon to upgrade all platforms and to drive the evolution of the organization and divisions they are managing to achieve the over business objectives.
Never before has the need for professional business planning been more prominent. New and proven systems of business planning and management like Balance Score Cards have proven their relevance and adequacy in having a comprehensive view of all the elements that should be put in place to create the synergy of performance and provide leading indicators to business performance.
This workshop will go through the systems and their application to its various businesses. Participants should have the opportunity to take their business planning and execution to a new level and incorporate the latest in strategic management, business planning and business case assessments.
Influence: Your Way to Greater Success
Participants in this workshop will master both the processes and styles of influence. They will identify their most- and least- frequently-used influence styles; practice using alternative styles, and learn when each style is likely to be most effective. Presenters will introduce a proven, four-styles model for influencing others, offering in-depth insights into the four most important approaches to gaining influence, dealing with others, and obtaining commitment. Participants will use exercises, simulations, and example case studies to practice new skills and prepare for situations they are actually likely to encounter.
Managing Change
This program will help participants understand the dynamics of change in their own organizations, whatever form it takes. The program identifies and reviews each step required for planning a change effort, and introduces key tools and approaches for implementing a successful change program. Participants will master a step-by-step approach for diagnosing, planning, and implement a change program in their own organizations, and learn how to participate more effectively in existing change initiatives. They will also gain indispensable hands-on experience through powerful simulations, exercises, and practice sessions.
Managing Differences
This program begins by helping participants understand the key sources of workplace conflict. Next, the Managing Differences Inventory is used to identify participants’ personal styles of handling conflict. Participants are introduced to a powerful, coherent model for managing differences, and master nine proven approaches to diffusing or resolving conflicts. They practice using all nine approaches, determine which will be most useful in their own workplaces, and learn how to choose the right techniques for each situation. Along with actual examples, participants will use exercises and simulations to try out their new skills and learn how to apply them in the conflicts they actually face on a day-to-day basis.
Managing Diversity
This program will give participants an opportunity to recognize the positive value of having a diverse workforce. Participants will explore their differences, discuss the value of respecting these differences and learn how these differences can actually enhance their ability to serve customers.
Participants will concentrate on developing techniques for managing a diverse workforce, in order to maximize their resources, strengthen teamwork, and fully capitalize on the backgrounds and experiences of each employee.
Managing Personal Change
In this program, participants will examine what holds them back from being as effective as they can be. They will learn how individuals often “lock on” to attitudes or beliefs that may limit their effectiveness, and will master the tools they need to change. They will learn a practical, start-to-finish goal-setting process. Next, they will be given an opportunity to develop both business and personal goals and action plans to realize these goals. Finally, participants will be introduced to proven strategies for building personal self-confidence and self-esteem.
Managing Stress Effectively
This program covers both personal and workforce stress. It is designed so that participants can work individually, maintaining privacy and confidentiality even in a workshop setting. Participants are introduced to the warning signs of damaging levels of stress and taught proven skills, tools, and techniques for reducing stress. Participants are then guided in developing their own personal strategies for effectively managing stress. Significant time is spent on prioritization, organization, planning, handling multiple priorities, and delegation.
Meeting for Results
This program shows how to change non-productive meetings into meetings that get results. Participants will identify the critical factors involved in leading effective meetings, and learn specific tools for making any meeting more productive. They will practice the use of these tools by planning and running a meeting to solve a problem of mutual interest. Attention will be given to the unique decisions required of teams and groups who expect to be involved in multiple meetings over the course of a project. Participants will also learn who should attend each meeting, and when there are better alternatives to holding a meeting at all. Skills will be taught through interaction with the instructor and other participants; and through the use of topic-specific simulations, exercises, and practice sessions – all designed for meaningful application in everyday work situations.
Mentoring
This program begins by reviewing mentoring concepts and helping participants apply them in their own specific company environments. Participants review the principles of adult learning, discuss how to establish mentoring pairs, and discover tools that can be used to promote the mentoring process. They will participate in role plays of mentoring situations that often arise during the relationship. Finally, they will receive checklists they can use throughout the process.
Motivation and Reinforcement
This highly interactive program emphasizes techniques managers and team leaders can use to determine exactly what motivates each of their individual employees and team members. Participants will learn why it is so important to create an environment that motivates – and even inspires. Through a realistic simulation, they will also gain deeper insights into the value of fostering high levels of collaboration. Participants will then learn multiple ways of motivating employees and use proven tools to create a plan for reinforcing a productive behaviour.
Motivation Skills
Provide participants with the understanding of what motivates people to start creating the strategy to build a highly motivating and successful culture at the organization.
Achieving the Win-Win Every Time.
Multigenerational Workplace
This program will give participants an opportunity to examine the importance of understanding the different generations in the workplace today. They will learn about the general characteristics of each of the four generations and the effects of these characteristics in the workplace. Participants will then look at commonalities and differences between the generations to better understand how to be more effective in communicating with each one. Lastly, participants will develop a plan to overcome challenges in dealing with different generations and to create a more effective team.
Office Management & Executive Secretarial Skills
This workshop is designed to train secretaries to be professional and efficient to enables executives and managers to work effectively. This course will enable them to be effective and flexible yet organized, structured and possess a composed manner to be able to work under pressure managing and prioritizing workloads.
Aligning your business plan with Organizational Objectives
Performance Dialogues
This interactive program introduces the performance dialogue process, a 21st-century approach to performance management that uses feedback instead of appraisal — and conversation instead of evaluation — to describe and achieve great performance. This process begins with developing SMART goals, then continues with tracking performance through detailed logs and other written documents maintained by both employee and manager. In this program, participants will practice performance dialogues, compare them to traditional performance appraisals, and work with sample tools, examples, and actual cases. This program leads them through all five components of the process, starting with setting clear expectations and moving all the way through the final stage: the annual performance summary. The Performance Dialogues program is customized around your company’s cases and examples and uses modified versions of your existing forms and tools. Throughout, it consistently emphasizes two elements that are indispensable to success: effective communication and goal alignment.
Performance Management Series
This Performance Management Workshop is a highly interactive experience designed to help managers understand the logistics associated with “performance management systems,” and then put them into action in the workplace. Each segment builds on the preceding one, and uses simulations and exercises geared to your company’s unique environment, while consistently emphasizing the communication and goal alignment necessary for success.
The Workshop opens by introducing the concept and components of a Performance Management System. Coverage includes developing performance expectations (standards), tracking performance and giving feedback, and reviewing performance. Participants practice performance reviews, interacting with and following employee case scenarios throughout all four parts. Along the way, they move throughout the entire performance review cycle, from ongoing informal reviews through formal yearly performance evaluations.
Performance Management Skills
Equip participants with systems, methodologies, and techniques of proper performance management process to help achieve the proper alignment of plans, resources and practices to the business objectives of the organization.
Strategize your Plans to Win your Battles.
Performance Management / Performance Reviews
This interactive program introduces the Performance Management System, a comprehensive system for guiding individual employee performance. Participants will learn how to develop performance expectations (standards); track performance and provide informal feedback, and formally review performance. They will practice performance reviews and review sample letters and documentation related to performance management. This program walks participants through the entire process, including both informal reviews and more rigorous annual performance evaluations. Participants will learn how to customize best-practice performance management techniques to reflect your company’s standard procedures, while still fully implementing the communication and goal alignment needed for success.
Planning and Implementing Change
This program will begin by clarifying why organizations need to change. Next, participants will learn five proven steps required to plan for change, and the four steps needed to implement it effectively. Participants will learn how to assess whether an organization is ready for change; promote organizational commitment to change; identify likely obstacles and sources of resistance, and learn how to resolve resistance coming from a variety of viewpoints. Along the way, they will also learn how to create a safe environment to discuss change, and understand what motivates others to “buy in.” Finally, utilizing the tools and techniques they have learned, participants will walk through every step of the change process, discovering how they can personally make change work as easily and painlessly as possible.
Problem Solving and Decision Making Skills
Provide participants with the skills required to achieve a substantial improvement to the way we deal with problems or “bottlenecks” and turn these into opportunities to achieve higher productivity and organizational efficiencies. The workshop will explore ways participants can empower themselves and their teams with a decision enabling insights and techniques that should lead to higher overall effectiveness
Reign over Stress and make it your driving force.
Planning, Organizing and Setting Goals
This highly interactive and comprehensive program focuses on the importance and techniques of careful planning and organization, and aids participants in setting optimal goals. Participants learn how to identify personal and company vision and values; define strategies for organizing, and set S.M.A.R.T. goals. Next, they create plans designed to reinforce the new skills and behaviours needed to achieve the goals they have defined. Through a simulation, participants will learn the high cost of poor planning and the crucial importance of clear goals. Participants will interact with the instructor and each other, experiencing exercises and practice sessions that reinforce their skills by meaningfully applying them to everyday work situations.
Project Management
This program teaches the core tools and interpersonal skills needed to successfully manage projects. These include Work Breakdowns (WBS); Gantt charts; PERT/CPM; staffing projects; gaining commitment; ensuring accountability; leading meetings; and dealing with the unexpected. Skills will be taught through interaction with the instructor and other participants and through the use of topic-specific simulations, exercises, and practice sessions – all designed for meaningful application in everyday work situations.
Strategic Planning
Equip participants with systems, methodologies, and techniques of proper performance management process to help achieve the proper alignment of plans, resources and practices to the business objectives of the organization.
Turn Problems into Opportunities.
Stress Management Skills
Equip participants with the skills and motivation of handling the day-to-day stresses of the workplace and learn how to avoid stressful situations.
Make your People’s Management Easy and Fulfilling
Supervisory Skills
Equip supervisors and new managers with the skills to guide and motivate their teams to higher performance and tasks completion.
Mastering winning people to your side.
Take Charge! Career Planning
Take Charge! is a three-part career development process that provides participants with the relevant information, techniques and tools they need to effectively plan and direct their own careers. Using in-class assessments and guidelines, participants discover their career options, set goals, assess where they stand now, learn better ways to prepare career plans – and learn how to begin acting on those plans immediately.
Taking Ownership
This program is designed for individual contributors who do not supervise others. Participants will assess how they can take control of their own jobs and work better together in groups to meet organizational goals and objectives. Motivation and empowerment will be discussed, along with productivity, quality and customer service. Participants are introduced to proven methods for gaining commitment, communicating clearly, and managing conflict. Finally, they will learn more effective ways to present their ideas, suggestions, and recommendations to their superiors.
The Role of A Manager
Too often managers are promoted or brought in and never actually shown how to be successful – or even what success means in the organization. Through hands-on simulations and practical exercises, this program helps managers clearly define their specific roles within their organizations. The program focuses on having each participant identify where they are clear about their responsibilities, and where they require more information and skills in order to manage effectively. It helps participants create individual development plans that reflect key area interfaces, knowledge, background information, challenges, and skill development. As participating managers learn skills that can promote their own success in your organization, they will also learn how to help subordinate managers clarify their roles and build their skills – thereby making the entire team more successful.
Managing Personal Change
In this program, participants will examine what holds them back from being as effective as they can be. They will learn how individuals often “lock on” to attitudes or beliefs that may limit their effectiveness, and will master the tools they need to change. They will learn a practical, start-to-finish goal-setting process. Next, they will be given an opportunity to develop both business and personal goals and action plans to realize these goals. Finally, participants will be introduced to proven strategies for building personal self-confidence and self-esteem
Influence Your Way to Greater Success
Participants in this workshop will master both the processes and styles of influence. They will identify their most- and least- frequently-used influence styles; practice using alternative styles, and learn when each style is likely to be most effective. Presenters will introduce a proven, four-style model for influencing others, offering in-depth insights into the four most important approaches to gaining influence, dealing with others, and obtaining commitment. Participants will use exercises, simulations, and example case studies to practice new skills and prepare for situations they are actually likely to encounter.
Relationships Skills
This program explores the differences between service selling and relationship selling, and offers practical techniques for building, deepening, and sustaining long-term relationships that lead to ongoing profitable sales. It introduces a seven-step sales process that encompasses introducing yourself and your company; establishing rapport; creating interest; asking fact-finding questions to determine needs; making recommendations; overcoming obstacles and closing the sale, and follow-up to ensure customer satisfaction. Along the way, participants will learn proven techniques for developing rapport and trust based on a deep understanding of each client’s individual behaviour style, and how each client wants to be treated. The workshop will enhance skills throughout the entire sales lifecycle, from listening to new prospects to more effectively serving long-time customers.
Managing Differences
This program begins by helping participants understand the key sources of workplace conflict. Next, the Managing Differences Inventory is used to identify participants’ personal styles of handling conflict. Participants are introduced to a powerful, coherent model for managing differences, and master nine proven approaches to diffusing or resolving conflicts. They practice using all nine approaches, determine which will be most useful in their own workplaces, and learn how to choose the right techniques for each situation. Along with actual examples, participants will use exercises and simulations to try out their new skills and learn how to apply them in the conflicts they actually face on a day-to-day basis.
Providing Quality Service
In this program, participants identify good and poor customer service and the reasons that customers leave. Participants learn the value of lifetime customers and discover how to cultivate lifetime customer relationships. They learn that it costs far less to keep a customer than it does to find and attract a new customer. Finally, they discover that everyone has a customer – whether internal or external – and discuss what having an internal customer entails.
Partners for Excellence
In this six-part, your Customer Service Reps and field engineers will learn skills and techniques for serving external and internal customers more effectively, and successfully partnering with the companies you do business with. Participants will practice using simulations, case studies and class discussion of real-life situations – preparing specifically for the customer issues they will actually encounter in the field. Below is a list of topics covered in this series, with specific Learning Goals for each topic.
Managing Stress Effectively
This program covers both personal and workforce stress. It is designed so that participants can work individually, maintaining privacy and confidentiality even in a workshop setting. Participants are introduced to the warning signs of damaging levels of stress and taught proven skills, tools, and techniques for reducing stress. Participants are then guided in developing their own personal strategies for effectively managing stress. Significant time is spent on prioritization, organization, planning, handling multiple priorities, and delegation