Do your people excel at reaching their goals? These programs are designed to help you and your employees be a High-Performance Work Team while achieving greater profits.
* Better Performance Evaluations
* Building a High-Performance Work Team
* Decision-Making and Problem Solving
* How Managers Make Things Happen
* Quality Customer Service: Treating Customers as Guests
* Creating the Patient-Centered Practice
* How to Love Your Job When the Ladder Has Collapsed
* Take This Job and -- Improve It!
* Better Performance Evaluations
Managers can use formal reviews and daily feedback to boost employee performance and productivity. This course focuses on how to make performance evaluations an effective tool in the workplace, instead of a dreaded ordeal.
Objectives:
- Understand why employees dread performance reviews
- Establish a strategy for keeping employees from discussing their evaluations with others
- Develop guidelines for a formal review process
- Analyze the best forms to use
- Know the importance of documentation
- Prepare an effective performance review
Topics:
- The dreaded performance review
- What recent studies reveal
- When your company doesn't already have a review procedure
- Proven guidelines for establishing a system that works
- Critical considerations in preparing the review
- What to do when a sensitive employee breaks down
- What's "fair" and "unfair"?
- Should you ever change an evaluation?
- Objectively evaluating the employee you just don't like
- The secret to criticizing employees' work without spoiling their enthusiasm
* Building a High-Performance Work Team
Effective teamwork "pays its own way" with greater productivity and profits in your organization. This seminar addresses how to put together a strong team, focusing on the characteristics of a High-Performance Work Team. Participants will learn how to test the team's effectiveness, and how to improve its performance.
Objectives:
- Recognize the symptoms of poor team performance
- Understand the importance of attitudes
- Get the right people on the team
- Improve communication
- Deal with conflicts
Topics:
- Characteristics of strong - and weak - teams
- Symptoms of poor team performance
- A practical test to determine team effectiveness
- Why effective teamwork is so highly prized
- How winning teams bring out the best in individuals and organizations
- Why people like to work on teams
- Differences in perspective
- Getting the team to work together
* Decision-Making and Problem Solving
This seminar focuses on the key elements of problem-solving and effective decision-making for getting results. Included in the material are exercises in decision-making, along with well-tested and successful decision-making models and strategies.
Objectives:
- Use innovation and creativity in decision-making for better results
- Understand the role of intuition in decision-making
- Develop an effective time frame for decision-making
- Overcome obstacles to decision-making
- Identify and prioritize key issues
- Recognize the threats and opportunities inherent in decision-making
Topics:
- The decision-analysis-logic-path - decision objective -selection criteria
- Comparison of alternatives - risk evaluation - best balanced choice
- The problem-analysis-logic-path - review facts - determine the causes - identify all solutions
- Innovation and creativity - vital elements of decision-making
- The connection between decisions and purpose
- Overcoming challenges
- The overlooked value of intuition
- Setting priorities
- Formulating an action plan
* How Managers Make Things Happen
Managers can realize their full potential by getting positive things to happen within their organizations. Making things happen is no accident. It is the result of a management style that incorporates excellent communications, problem-solving abilities, and the ability to motivate groups of people. This seminar focuses on helping participants achieve these skills.
Objectives:
- Assess your job within the organization
- Develop an individual career profile as a manager
- Identify the ways in which you can function at maximum potential
- Recognize and implement Win-Win relationships
Topics:
- Self-esteem: key to the effective manager
- Positive attitudes: developing them in yourself and in others
- The effective manager: strategies you can use
- The necessity of communication
- Productivity
- Assertiveness without aggressiveness
- Group dynamics
- Problem solving
Most people view conflict as unpleasant and unproductive. However, conflict is a part of life. No workplace exists without it. Used properly, conflict can actually be constructive, bringing about compromise, renewed understanding, and increased energy.
Objectives:
- Understand the definition, dimensions, and consequences of conflict
- Analyze your own conflict management style and ways to improve it
- Identify the different ways people express conflict
- Learn new strategies for managing conflict
- Provide these skills to others
Topics:
- Conflict: a necessary evil?
- How people express conflict in different ways
- Disagreement is not always bad
- Looking for the root causes of conflict
- Your conflict management style: a self-assessment
- Improving your conflict management style
- Strategies for real-world conflict management
- Helping others in your organization understand and manage conflict
* Quality Customer Service: Treating Customers as Guests
Have you ever gone into a store feeling as though you were an interruption to the store's employees? Ever wonder how your company's customers really view you? In this downsized, cost-conscious business world, customer service is often the first casualty. Customer service (or lack of it) can make or break almost any organization.
Customers who don't like service won't come back. This seminar focuses on going beyond polite and businesslike treatment; it explores ways that you can make your customers feel like valued guests. It will teach you how to have return visits from your customers.
Objectives:
- Identify who your customers are
- Assess your level of customer service
- Learn ways to improve service without increasing cost
- Develop strategies for making your customers feel valued
- Communicate good techniques to others in your organization
Topics:
- Who are your customers? - how does your company treat them? - is there room for improvement?
- The Golden Rule of customer treatment - imagine yourself as customer - one great hotel's answer to customer service
- How NOT to treat a customer - hilarious stories
- Common sense customer treatment - how to develop it in yourself and your employees
- Employee empowerment - the key to good service
It is easy for an organization to set unrealistic and unattainable goals, while at the same time developing only vague plans for implementing its goals. That's why a strategic blueprint is critical for good, solid planning, and for working systematically toward attainable goals. This seminar helps key members of organizations learn to write and implement effective strategic plans.
Objectives:
- Understand how a strategic plan works
- Identify the critical parts of a strategic plan
- Define your organization's goals
- Analyze the steps toward reaching your goals
- Develop the beginnings of a strategic plan for your organization
Topics:
- The mission statement - why is it important? - understand your organization's vision of itself - past, present and future
- Defining goals - get specific - the critical details
- Getting input - how to identify key players - how to involve others in the process
- Down to business - developing the plan of action - take nothing for granted - step-by-step planning
- Feedback - finding out how you're doing
No organization can function without well-trained employees. The first step to good training is to develop good trainers. This seminar focuses on teaching the prospective or experienced trainer tips for communicating with adult learners.
Objectives:
- Understand how adults learn
- Analyze what the trainees need to learn
- Focus on verifiable objectives
- Develop a training plan
- Refine your communication skills
- Overcome resistance to learning
- Evaluate students' progress
Topics:
- Training employees - the key to an organization's survival and success
- Adults are different from kids - how they learn
- Deciding what employees need to know - teaching the essentials to busy people
- Verifiable objectives - how to define objectives - how to verify learning - demonstrating and testing proficiency
- When they don't want to change - how to overcome resistance to learning new ideas, new methods, new work styles
- Communication is key - say what you mean - listen, listen, listen
- Putting the plan into action - the dynamics of training
* Creating the Patient-Centered Practice
As a medical provider, you have a challenging role to play. You need to satisfy your patients, keep costs under control, and keep your business running smoothly. In today's world, patients have different needs than they had in the past. They're better informed, more demanding, and they want to have a part in the management of their own health. This course will help you center your practice around your customers, bringing benefits both to them and to your business.
Objectives:
- Understand what customers/patients want today
- Analyze your current business style
- Recognize why patients want more control
- Help customers manage their own health
- Develop a plan for centering your practice around your patients
Topics:
- The doctor as God - an old myth dies - patient-doctor cooperation is the wave of the future
- Your business today - does it need updating?
- How patients get information/misinformation - the internet - media - other sources
- Working with your patients - how to communicate - conveying information
- Developing patient-centered practice
Are you or your organization locked into tried and true methods of problem solving methods which don't necessarily work in today's complex and fast-changing world? This course is for anyone who wants to learn fresh new ways to look at challenges and find solutions.
Objectives:
- Analyze your problem solving methods
- Identify the ways you arrive at solutions
- Recognize the importance of looking at challenges in new ways
- Use proven methods to approach problems successfully
- Learn to "think outside the box"
Topics:
- What's holding you back? - are your problem-solving methods outdated? analyze the way you think about and solve problems
- How some highly effective people solve problems
- Tried and true - it's not always best - the many different ways of looking at challenges
- Brainstorming and empowerment - get everybody involved in finding solutions
- Risk taking and alternative solutions
* How to Love Your Job When the Ladder Has Collapsed
When an organization is downsized, it affects the morale of all employees. This course helps employees cope with downsizing. Participants learn strategies that make them better managers and more productive, happier employees. They will learn to:
Objectives:
- Analyze how they have dealt with change in the past
- Learn the stages of adapting to change
- Identify their personal temperament and work style
- Create a personal strategy for coping with change
- Adapt their personal style to the new work environment
- Maintain a positive attitude toward change
Topics:
- The stages of change - denial - resistance - exploration - commitment
- Attitude - more important than facts - accepting change
- Temperament profile - what is my personal style? my strengths and weaknesses as an employee and as a person
- Analysis of different personal styles - developing an understanding of your approach to challenges
- Keys to successful change management
- Developing a vision - anticipating reactions
- Making the commitment - getting everyone involved
- Three stages of change management - letting go - confusion - re-learning
- The payoff - a happier and more productive person at home and on the job
* Take This Job and -- Improve It!
Here's how you can make your job more satisfying and more rewarding. You'll find out how to increase your confidence and take initiative. You'll discover the power of building a team image for your organization. You'll take back to your office proven solutions to daily problems.
Objectives:
- Use your assets for maximum benefit
- Learn key communication skills that get results
- Recognize the signs of stress
- Cope effectively with stress
- Develop clear goals and expectations on the job
- Build a great team with your boss
Topics:
- Building a career -vs- doing a job
- Capitalize on your strengths
- Self-esteem - four ways to test and build yours
- Dealing with stress: two formulas
- Your key communication skills: verbal and non-verbal
- Setting priorities when you have multiple bosses
- Say "no" without being negative
- Cutting through to the real problem: four steps
- How to be persuasive with suggestions and proposals
- Manage yourself and your time
- Build an effective team with bosses and coworkers
