aaim training & development planner · aaim training & development planner university...

AAIM Training & Development Planner

www.aaimea.org/register • [email protected] • 314.968.5360

H I R E • D E V E L O P • R E TA I N

Why do 1800 organizations belong to

AAIM Employers’ Association?

We believe that people are the very heart of every

organization. Employees are your greatest asset and provide a

true competitive advantage. They help you differentiate your

business from your competition. AAIM

offers a wide range of services

that help you hire, develop,

and retain talented employees

so you can better manage

the “people” side of your

business. Use AAIM to stay

current on healthcare,

compensation, benefits,

and training best

practices. Our common

goal is to develop high-functioning

employees that drive organizational

excellence.

What does it take to be a great employee,

supervisor, manager, or human resources

professional? Every individual probably describes this differently as does every

organization. However, research shows that there are key skills and behavioral traits

that are fundamental to being an accomplished and valuable employee in any type

of industry or company. Successful organizations know that the best way to have a

great workforce and leadership team is to actively help employees develop the skill

sets they need to achieve their goals.

Try to learn something about everything and everything about

something.- Thomas Huxley

[email protected] • MO: 314.968.5360 • IL: 800.948.5700

AAIM Training & Development PlannerH I R E • D E V E L O P • R E TA I N


WELCOMEEd Grelle Vice President, Training and Organizational Development

Welcome to the AAIM Training and Development Planner! Our online

format is designed to make it easier for you to select the best programs

for developing the skills of your employees, thus making them more

successful. We take pride in the fact that our training

programs – both instructor led and virtual – are

designed to teach participants the skills and

techniques they can apply immediately to their

role. All Instructor-Led training is highly interactive

and allows participants the time they need to

practice and master important skills. Our virtual

training is designed to be concise, to-the-point, and

to optimize your employees’ valuable time.

We look forward to working with you

to help you develop the abilities of

your employees and future leaders.

We can help you build a great

workforce!

“Your Employees are your

Organization’s Greatest Asset!”

AAIM Employers’ Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.



This tool is designed to make it easier for you to find the resources you need to develop your employees’ and leaders’ skills. Based on recent business research, we have identified foundational skills for individual contributors, supervisors, managers, and human resource professionals. Using the matrix provided, you can create a development plan for your employees and leaders that will help them maximize their strengths and address areas for improvement.

Individual Contributor - Resource Matrix Competency PublicAction & Results Focused Personal Productivity: Getting More Done

Business Acumen Finance for the Non-financial Professional Introduction to Strategic Planning

Communication Skills Active Listening Critical Conversations Assertive Communication Skills Diversity Awareness and Harassment Prevention Diversity and Sensitivity Awareness Conducting Effective Meetings Effective Writing Skills Proposal and Report Writing Conducting Effective Meetings Interpersonal Communication Skills

Creativity and Innovation Problem Solving and Decision Making

Customer Focus Exceeding Customer Expectations

Decision Making Critical Thinking Skills Problem Solving and Decision Making

Diversity Awareness Diversity and Sensitivity Awareness Diversity Awareness and Harassment Prevention Generations in the Workplace

Integrity and Ethics Diversity and Sensitivity Awareness Business Ethic Building Trust - Team Building Diversity Awareness and Harassment Prevention

Interpersonal Agility Building Influence and Credibility Critical Conversations Interpersonal Communication Skills Working With Difficult People Working with Difficult People

Negotiating Negotiating Skills - Basic Negotiating Skills Advanced

Personal Flexibility Leading Change

Personal Image and Presence Professional Presence

Productivity and Organization Personal Productivity: Getting More Done Introduction to Strategic Planning Stress Management

Problem Solving Problem Solving and Decision Making

Project Management Project Management Fundamentals Project Management dvanced

Public Speaking Presentation Skills Presentation Skills - Platform Train-the-Trainer

Self Development Annual Employment Law Update Sales Skills Training – Coaching Sales People Annual Payroll Tax and Fringe Benefit Update Sales Skills Training – ConsultativeConquering FMLA – Advanced Sales Skills Training – InfluenceEmployment Law Series Sales Skills Training - StrategicHR FundamentalsHR IntermediatePHR/SPHR Certification Prep Managing HIPAA Policies and ComplianceMeasuring the Impact of HR

Navigating Your Employee Development

On-Site (Custom)

H I R E • D E V E L O P • R E TA I NAAIM Training & Development Planner


Managers Skills - Resource MatrixCompetency Public On-Site (Custom)

Change Management 90 Days to Success (Day 5) Leading Change

Conflict Management 90 Days to Success (Day 3) Building Trust - Team Building Dealing with Conflict in the Workplace Critical Conversations The High EQ Leader The High EQ Leader Supervisor Essentials (Day 2)

Delegation 90 Days to Success (Day 6) Delegation Skills

Developing Others 90 Days to Success (Days 3,4) Preparing and Conducting Performance Appraisals Preparing and Conducting Performance Appraisals Successful Onboarding Techniques Successful Coaching Skills Supervisor Essentials (Day 2)

Goal Setting 90 Days to Success (Days 1,4) Preparing and Conducting Performance Appraisals Successful Coaching Skills Your Role as a Supervisor

Motivating Others 90 Days to Success (Day 5) Leadership for Leads (Day 3) Motivation Skills for Leaders Supervisor Essentials (Day 3) Superior Leadership Through Communication

Performance Management 90 Days to Success (Day 4) Preparing and Conducting Performance Appraisals

Planning Project Management Fundamentals Conquering FMLA – Advanced Project Management Advanced

Professional Work Environment Diversity and Sensitivity Awareness Diversity Awareness and Harrasment Prevention Employment Law Series Diverse Leadership Styles Employment Law for Supervisors

Staffing 90 Days to Success (Day 6) Diversity and Sensitivity Awareness Behavioral Interviewing Skills – Basic Behavioral Interviewing Skills – Advanced

Team Management 90 Days to Success Building Trust - Team Building Building Commitment and Accountability Collaborative Skills for Teams Leadership for Leads Supervisor Essentials


AAIM Public Training Courses

PROFESSIONAL DEVELOPMENT

95%Share

Active Listening

Assertive Communication Skills

Building Influence and Credibility

Conducting Effective Meetings

Critical Thinking Skills

Dealing with Conflict in the Workplace

Diversity and Sensitivity Awareness

Effective Writing Skills

Exceeding Customer Expectations

Finance for the Non-Financial Professional

Grammar and Proofreading

Interpersonal Communication Skills

Negotiating Skills

Personal Productivity: Getting More Done

Presentation Skills-Basic

Problem Solving and Decision Making

Professional Presence

Project Management Fundamentals

Stress Management

Train-the-Trainer

Working with Difficult People

LEADERSHIP DEVELOPMENT

90 Days to Success: Supervisory Skills

Behavioral Interviewing Skills - Basic

Behavioral Interviewing Skills -Advanced

Building Commitment and Accountability

Delegation Skills

Employment Law for Supervisor

Leadership for Leads

Motivational Skills for Leaders

Successful Coaching Skills

Superior Leadership through Communication

Supervisor Essentials

The High EQ Leader

Your Role as a Supervisor

HR PROFESSIONAL DEVELOPMENT

Annual Employment Law Update

Annual Payroll Tax & Fringe Benefit Update

Conquering FMLA

Employment Law Series

HR Fundamentals

HR Intermediate

PHR/SPHR Certification Prep

www.aaimea.org/register • [email protected] • 314. 968.5360



AAIM Custom Training Courses

Professional DeveloPment

Managing HIPAA Policies and Compliance

Measuring the Impact of HR

Writing Effective Employee Handbooks

Building Trust – Team Building

Collaborative Skills for Teams

Diverse Leadership Styles

Diversity and Sensitivity Awareness

Project Management Advanced

Successful Onboarding Techniques

Generations in the Workplace

Introduction to Strategic Planning

Leading Change

Preparing and Conducting Effective Performance Appraisals

Presentation Skills – Platform

Proposal and Report Writing

Sales Skills – Basic

Sales Skills – Coaching Sales People

Sales Skills – Consultative

Sales Skills – Influence

Sales Skills – Strategic

Working with Difficult People

leaDershiP DeveloPment

hr Professional DeveloPment


UNIVERSITY

Unlike other online universities, AAIM's goal is

to work directly with organizations to identify

key topics of interest! It can be anything from

compliance training, directed development

training, an onboarding curriculum, or sales

training ... Anytime, Anywhere.

AAIM University helps employees create a

database of learning events that can directly

impact career growth and the growth of

companies by providing:

� An alternate learning experience for

career-oriented individuals

:'I Small (1 hour or less) programs for easy

assimilation

� Variety of formats from streaming video

to interactive self-paced modules with

assessments

:'I Modules that are optimized to work on

mobile devices, tablets and PC's

� Educational opportunities without leaving

your office or home

Contact Your Account Executive to Design Custom Content! t aaimuniversity.com I 314.754.0236




WebinarsAAIM is pleased to annouce a new series of webinars called POWERHOUR. These webinars are intended to provide our members with up-to-date topics on key

Initiatives that impact day-to-day business. Each

session is scheduled to last approximately 45 minutes with Q&A for an additional 15. Each 60 minute session will be conducted over the lunch hour to allow people to participate while minimizing their time away from the office. The topics will continue to change so please check in periodically to see additions to the events. Each session will be recorded so if you miss one you can still access it through AAIM University for the same low price.

On-Site TrainingIf you have four (4) or more peoople that would like to take a program, we con conduct any of our training programs at your organiation. We know that schedules can be tight and on-site training allows us to deliver the training when and where it works best for your employees. To learn more about our on-site training options please contact AAIM at 314-754-0197 and ask for Margaret.

Live Microsoft TrainingNeed to know what’s new with Windows Operating Systems? Still stumped by Pivot Tables in Excel? Looking for Microsoft Certification? AAIM has partnered with PSK to provide computer skills training for our members. From the latest in software applications to advanced technical solutions, We can provide the training you need. Their classrooms are conveniently located near AAIM’s offices. Have several people to train? We can also arrange to conduct training at your location or at any time and place convenient for you.

PKS offers classes in the following areas:

• ISO Certification• Microsoft Certification Training• Microsoft Office Applications• SharePoint

To take advantage of the exclusive discount

available only through AAIM or view the list of

currently scheduled courses, please visit

www.aaimea.org/TrainingEvents/Computer-Training.aspx





Meet the AAIM Account Executives

How to RegisterYou can register at www.aaimea.org/register. All currently scheduled AAIM Public courses are listed alphabetically by title, but you can use the search feature by using key words or any part of the program title. The website description is more detailed and includes information about the instructor.

Descriptions for all offered courses (currently scheduled or not) are included in this training planner.

Or...Email [email protected] 314.968.5360

Cancellation/Reschedule Policy – A cancellation fee will be applied to all cancellations or reschedules received two weeks or less before the program date. Day of class cancellations and no-shows will be billed in full.

Substitutions are encouraged when the original registrant is unable to attend. A full refund will be given when a registrant cancels or reschedules more than two weeks prior to the scheduled program.

Missouri

DEBBIE JOHNSON314.754.0194 O314.368.9826 C

JULIE KAPPEN314.754.0201 O636.544.3426 C

DENISE NICKLES314.754.0180 O636.734.5227 C

AMANDA SCHROEDER309.863.3440 O217.370.9890 C

DANI BRAUSS314.754.0190 O314.808.0183 C

Illinois

JAMIE NEWELL 309.863.3439 O 309.339.6257 C


CourseDescriptions

90 Days to Success – Supervisory Skills Certification Making the jump from individual contributor to supervisor is one of the toughest career challenges an employee can face. It requires a new mindset and new skills. New supervisors no longer focus only on their personal workload – they need to know how to lead their teams to maximum productivity.

90 Days to Success is a rigorous course designed to teach the skills a new supervisor needs to be successful. A combination of classroom training and on-the-job assignments, the course is a comprehensive approach to teaching the skills an employee needs to be an effective supervisor. Our goal is to help new supervisors master the required skills right away and avoid months of trial and error, mistakes, missed opportunities and possible career derailment.

The course covers the following skill areas –

Day 1 - Your Organizational & Leadership Role: • Leadership expectations of you as a supervisor

• Your team's expectations

• Role & responsibilities• Establishing & aligning goals and objectives

• Your biggest transitional challenges

• Styles of leadership• Opportunities for short & long-range team improvement

• Post Work - goal alignment meeting with your supervisor

• Pre-Work for Day 2 - Completing Insight Inventory assessment

Day 2 - Communication and Your Personal Style: • Communication models and assumptions

• Your communication style

• Recognizing the styles of others• Listening skills

• The power of non-verbal communication

• Communicating with your manager• The importance of communication flexibility

• Pre-Work for Day 3 - Coaching worksheet & project identification

Day 3 - Coaching and Managing Performance: • The definition of coaching

• Identifying coaching 'targets'

• The Coaching 'continuum'

https://www.youtube.com/watch?v=ZZ9I2wkTk5A

Day 3 - Coaching and Managing Performance (cont.): • Assessing coaching needs

• Conducting coaching conversations

• Progressive discipline & documentation• Formal coaching strategies

• Post-Work - Develop a coaching plan

• Pre-work for Day 4 - Reading on performance appraisals

Day 4 (a.m.) - Coaching and Managing Performance-Part II: • Discussion of coaching plans

• Performance appraisals as formal coaching tools• Tips & techniques for preparing, writing & conducting appraisals

• Setting better performance goals

Day 4 (p.m.) - Dealing with Trouble: • Defusing negative behavior• Recognizing the sources of conflict and the Conflict Cycle

• The 'Management of Differences' Inventory

• The Process for Resolving Conflicts• Post-work - Identify possible problem performance to discuss on Day 5

Day 5 - Team Communications and Change: • Select appropriate methods to use for communications• Utilize the single source concept to streamline team communications

• Create a reader-based communication plan

• Communicating change initiatives• Creating commitment to change

Day 6 - Behavioral Interviewing & Personal Productivity: • The Behavioral Interviewing process

• Writing effective interview questions• Conducting a professional and productive interview

• Personal productivity principles

• Identifying time challenges• Effectively utilizing delegation

• Managing inboxes - real and electronic

• Organizing your actions and your workspace

Prerequisites: The course consists of six (6) days of classroom training, and pre-and post-class assignments.

Advanced Preparation: There is no advanced preparation for this course.

Competencies: Interpersonal Communications, Decision Making, Business Acumen, Organization, Priority Setting, Problem Solving, Performance and Team Management, Developing Others, Conflict Management, Motivating Others, Coaching, Diversity Awareness

Delivery Method: Group-Live | Course Level: Basic | Duration: Six full days – 8:00 am - 4:30 pm

Continuing Education/Recertification Credits: CPE Credits, HRCI Recertification Credits and SHRM Professional Development Credits may be available for this course. Please visit www.aaimea.org/credits.aspx to find out more.

To check for available dates and register go to www.aaimea.org/register

http://www.aaimea.org/credits.aspx

http://www.aaimea.org/register

95% Share We learn best by example, by sight, by sound, and especially by first-hand experience. When we are immersed and absorbed in the learning experience – seeing the creativity, experiencing differentiation, and engaging in fun - the lessons and concepts are better absorbed and more likely to be put into action. We are more likely to respond with innovation, motivation and energy.

Whether your customers are internal or external, the 95% Share goal is that you will gain “Customers for a lifetime, who buy all your products and brag about you to everyone they know.” We not only teach great business lessons, we show participants what is most important. Our unique approach to experiential training involves participants intimately and helps them retain lessons for a lifetime.

The latest and greatest of business books and articles can only do so much to teach your team about customer service, product differentiation, selling skills, knowing your customer’s needs, or valuing your employees. This program is valuable to for-profit, non-profit, service, manufacturing, or any other business classes, if you are interested in how to make critical business lessons real; this is a program you don’t want to miss.

Program Objectives: • Provide a unique experience for the client that is memorable• Allow opportunities to discover unmet needs within their organization• Bond all levels of organization through competitive teambuilding exercises• Create out of the box thinking (discovery)• Learn by doing (relationship building)• Reinforce key client principles and messages throughout the day• Have fun

Topics that will be covered: • How to differentiate yourself from your competition• Emphasis on Customer Focus• What key historical events can teach us about motivation and reward• The fastest way to learn about your customers and associates• The lasting value of a company “Best Story”• Capturing their attention and leaving your mark with your customers• The secrets of Marshall Field’s success

Prerequisites: Anyone within your organization that interacts directly with customers or internal groups or committees. Departments can range from Operations to Sales, from Finance to HR and even Senior Leadership can benefit from this engaging program.

Location: Group will depart from the Four Seasons Hotel downtown for an excursion throughout St. Louis. Wear comfortable shoes for the day and plan on walking.

Four Seasons: 999 N 2nd St., St. Louis, MO 63102 (next to Lumiere Place Casino), Phone: 314-881-5800

Duration: Full Day, 7:30 am - 8:30 pm


http://www.aaimea.org/Locations/AAIM-EA-St-Louis.aspx


https://www.youtube.com/watch?v=cs2A_KQ2yTE

Active Listening: Ten Secrets to Becoming a Dynamic Listener The number one cause of confusion, stress, and miscommunication at work (and most times in conflict) comes from people not listening to each other. With so many distractions … high levels of stress … packed schedules, it’s hard to focus on what people around you are saying.

If you find that you hear people, but don't really listen, if your mind wanders in meetings, if you jump to conclusions too soon, it's time to sharpen this important communication skill. Active listening is the ‘bridge’ between being a ‘so-so listener’ and a dynamic listener.

At the end of this course you will be able to: • Strengthen your concentration and retention.• Change your ‘hearing habits’ into ‘listening habits’.

• Listen with your expressions and body language, as well as with your ears.

• Manage daily interruptions that cause you to lose focus.• Monitor your reactions during emotionally-charged conversations.

Topics that will be covered: • Train Your Brain to Focus

• Break Your Personal Bad Listening Habits• ‘High-Talk’ Vs. ‘High-Think’ Personalities

• How to ‘Read Between the Lines’

• Listening When You’re Bored, Busy, Distracted• Respectfully Listen and Respond to People You Disagree With

• How To Listen Without Becoming Emotional Or Defensive

Prerequisites: Anyone needing a course in how to listen for comprehension, retention, improved communication and a more authentic connection in all your relationships.


Competencies: Interpersonal Communication

Delivery Method: Group-Live | Course Level: Overview | Duration: Half-day – 8:00 am - 12:00 pm





Annual Employment Law Update The practical application of employment law today is more complex than ever before. The sums being awarded to successful litigants are hitting all-time highs. Almost every decision made as an HR professional is fraught with legal landmines and can bring frustration, fear and lawsuits. This annual four-hour course is an invaluable tool to keep you up-to-date on the latest employment law developments. It will provide a practical explanation of the changing landscape and the impact on employers.

HR professionals and business owners alike know that understanding the latest employment law developments can make or break an organization.

Topics that will be covered: • Guns and drugs in the workplace

• Affordable Care Act implementation• Ban the Box and background checks

• The continuing expansion of employee rights under the NLRA

• Alphabet soup – developments under the ADA, FMLA and other employment laws

Prerequisites: HR managers and their staff, business owners and other key personnel who need to know important changes in employment law. Please note that this is an annual update. Individuals seeking a full understanding of the laws should attend topic-specific courses.


Competencies: Business Law

Delivery Method: Group-Live | Course Level: Update | Duration: 4 hours – 8:00 am - 12:00 pm





Annual Payroll Tax and Fringe Benefit Updates This annual course will keep you current on existing payroll laws and recent federal and Illinois legislation that affect your business operations. Joe Romolo, manager and owner of Romolo & Associates in Peoria, has been presenting annual courses on payroll tax and fringe benefit changes for over 20 years.

Topics that will be covered:

New Developments In: • New rates and limits• W-2, 941 forms

• Meal expense deductions

• 941C – correcting form 941• Non-payroll withholding/deposit rules

• Earned income credit

• New tax legislation – fringe benefits• Non-qualified deferred

compensation

• Per diem rates• Educational expenses

• Section 125 plans

• MSA, HSA, HRA

Review of Payroll Taxes and Forms What’s Subject to Withholding & What’s Not

• FICA and FIT withholdingo W-4 withholding exemptiono FICA wages and rate limitso Alternative FIT withholding

methodso Completing the 941 Formo W-5 and the EICo Deposit ruleso Common paymastero Liability for unpaid taxes

• FUTA coverage, base, and rateo Deposit ruleso 940EZ vs 940

• SUTA coverage, base, and rateo Multiple state employeeso Completing for form

• W-2 formso Filing requirementso Reissued statements

• W-2 forms continuedo Magnetic media reportingo Multiple W-2so Successor employerso Expense account effects on W-2so W-2, W-3, 941 Reconciliation

• SIT (IL-941, IL-501, IL-W5)o Coverageo Reciprocal agreementso How to withholdo Deposit rules and filing

requirements

• 1099, 1096 and 1098 formso Types of 1099so Filing requirementso Income requiring 1099 MISCL

reporting• I-9 Forms

o Who completeso Documentation

Employment-Related Topics • Auto expenses

o Employer/employee ownedvehicles

o Employee tax-related problems

• Meals and business travel expenseso Ordinary and necessaryo Disallowance problemso Methods of reimbursemento Meals and entertainmento What does per diem cover?o Partial days of travelo Related parties and meals-only

per diemso Transportation industry –

employee tax issues

• Entertainment expenseso Deductibilityo What is entertainment?o Lavish entertainmento Entertainment facilities

• Employee vs. IndependentContractoro Generalo Short form evaluation methodo Reclassification consequenceso Safe harbor Section 530o Common law factorso Illinois UC lawo IRS 20 criteria – Pub 937

• Fringe benefits related to payrollfunctiono Definitiono Types of benefits availableo General nondiscrimination

requirements

• IRS Publication related toemployment

Prerequisites: Staff accountants, bookkeepers, write-up personnel of CPA firms, and persons responsible for filing payroll tax returns or 1099 forms, payroll preparations, employee vs. subcontractor determination, or any other aspects of the employment process.

Competencies: Functional Knowledge and Skills


Fields of Study: Taxes, Personnel/HR

Delivery Method: Group-Live | Course Level: Update | Duration: 8 hours – 8:30 am - 4:30 pm





Assertive Communication Skills To be successful in today’s challenging workplace, you must be able to speak up, be taken seriously, and not offend others. Whether passive or aggressive, this course will help you learn how to build confidence, speak up, and get your point across without being pushy and overbearing. It will help develop your communication skills for interpersonal and professional success.

At the end of this course you will be able to: • Speak, write and behave in an assertive rather than passive or aggressive way.

• Project a confident image that earns respect.• Use tactful ways to persuade and influence people.

• Handle disagreements in a smooth, non-threatening way.

• Say "No" without feeling guilty or creating resentment.

Topics that will be covered: • “Passive, Assertive, Aggressive - What's the difference?”

• Overcoming mental roadblocks while building confidence• Relationship strategies that build rapport and help overcome personality conflicts

• Key communication skills that help you get what you need, when you need it

• Exercises to build your assertive abilities fast

Prerequisites: Business professionals, team leaders, customer service and sales representatives who are seeking that extra edge in day-to-day situations to get the job done, get what you want, build better relationships, earn respect and improve career prospects.


Competencies: Interpersonal Communication, Agility, Leadership, Conflict Management, Customer Focus

Delivery Method: Group-Live | Duration: Full-day – 8:00 am - 4:30 pm





https://www.youtube.com/watch?v=1iEUjRD0CC8

Behavioral Interviewing Skills Hiring the right person for the job can be tricky and it is more important than ever to make sure you make a good hiring decision. In this course you will learn how to use the behavioral interviewing process. This interviewing process is based on the theory that past behavior is the best predictor of future behavior. The techniques learned in this course will allow you to gather more in-depth knowledge about candidates, make more informed hiring decisions and select better candidates for open positions. You will conduct a one-hour practice interview in the course.

At the end of this course you will be able to: • Write and ask behavioral interviewing questions to gather detailed information about a

candidate’s past experience.

• Write and ask interview questions that directly relate to the knowledge and skills you need.• Establish professional rapport with candidates.

• Use active listening skills to hear all that a candidate is saying.

• Summarize the information gained through multiple interviews to differentiate betweenmultiple candidates.

Topics that will be covered: • Overview of the Behavioral Interviewing Process• The Cost of Bad Hires

• The Structure of a Behavioral Interview

• Writing Effective Interview Questions and Probes• Conducting a Legally “Safe” Interview

• Questioning and Listening Skills

• Summarizing Interview Information and Making Selection Decisions

Prerequisites: Individuals who are new to interviewing and hiring or who have not used a behavioral interviewing process in the past. Techniques taught are suitable for interviewing entry-level to middle-management candidates.

Advanced Preparation: If possible, please bring with you to course a job description and copy of your interview guide or format that you have used in the past.

Competencies: Staffing

Delivery Method: Group-Live | Course Level: Intermediate | Duration: Full-day – 8:00 am - 4:30 pm





Behavioral Interviewing Skills - Advanced Behavioral-based interviews provide a more objective set of facts to make employment decisions than other interview methods. In a behavioral interview it is much more difficult to give responses that are untrue to your character. This course is an extension of our Basic Behavioral Interviewing Skills where you learned how to write and ask interview questions as well as how to establish professional rapport with candidates. The advanced course will focus on developing questions that evaluate integrity, leadership, initiative, communication skills, problem solving and adaptability.

You will conduct a one-hour practice interview in the course.

At the end of this course you will be able to: • Develop practical skills in planning, researching, conducting and evaluating behavioral

interviewing questions.• Develop questioning strategies to be more proficient as an interviewer and interviewee.

• Incorporate appropriate interpersonal behaviors as both the interviewer and the intervieweeto increase overall success in the interviewing process.

• Summarize the information gained through multiple interviews to differentiate betweenmultiple candidates.

Topics that will be covered: • Overview of the Behavioral Interviewing Process• The Structure of a Behavioral Interview

• Writing Effective Interview Questions and Probes

• Summarizing Interview Information and Making Selection Decisions

Prerequisites: Individuals who have over 2 years interviewing experience and/or who has completed AAIM’s Behavioral Interviewing Basics course. Techniques taught are suitable for interviewing middle to senior management candidates.

Advanced Preparation: If possible, please bring with you to class a job description and copy of your interview guide or format that you have used in the past.

Competencies: Staffing

Delivery Method: Group-Live | Course Level: Intermediate | Duration: Full-day – 8:00 am - 4:30 pm





Building Commitment & Accountability Leaders in organizations frequently speak about creating a culture of 'accountability'. But what is 'accountability'? Why is it important and what does it look like in a high performance organization? In this seminar, managers and leaders will learn the components of accountability and how they can both build and be part of a culture of accountability.

At the end of this course you will be able to: • Describe the three major components of accountability.• Create clear agreements with others that promote accountability.

• Use the 'language' of accountability to discuss projects and performance.

• Use techniques and strategies that empower others to take ownership of projects.• Identify strategies for implementing accountability in your own workgroup.

Topics that will be covered: • The Definition of Accountability

• The Language of Accountability• Making Clear Agreements

• Do's and Don'ts of Empowering Others

• Overcoming Barriers to Success - Meeting Project Challenges• Holding Others Accountable

• Guidelines for Reviewing Results

• Action Planning

Prerequisites: Managers, supervisors, team leads, and project leaders.

Advance Preparation: No advance preparation needed.

Competencies: Goal Setting, Leadership Communication, Motivating Others, Performance Management

Delivery Method: Group-Live | Course Level: Basic | Duration: Half-day – 8:00 am - 12:00 noon





Building Influence & Credibility The ability to work with and influence others is a key workplace skill. This program provides in-depth training on the sound use of tactics to influence work behavior and attitudes in an upward, lateral and downward direction. You will identify your preferred approach and learn how to flex your style according to the context and desired outcomes.

At the end of this class you will be able to: • Identify and enhance your power base.• Use situational appropriate influence strategies.

• Build credibility and trust in professional relationships.

Topics that will be covered: • Social Influence and Power in Organizations• Distinguishing Between Compliance Gaining and Internalization

• Assessment of Position and Personal Power

• Types of Influence Strategies and Their Differential Impact• Influence Case Studies

• Credibility Strategies Checklist

• Tips for Building Trust in Professional Relationships

Prerequisites: Individuals in positions that require them to influence the actions of others, especially peers or those over whom they have no authority. Especially valuable for new managers and project leaders in matrix organizations.

Advanced Preparation: No advance preparation needed.

Competencies: Organizational Agility, Interpersonal Skills

Delivery Method: Group Live | Program Level: Basic | Duration: Half-day: 8:00 am to 12:00 noon





Conducting Effective Meetings Guiding group discussions and work projects can be difficult. The facilitator is responsible for making sure everyone is involved and doing their best and that each person feels respected and valued. In addition to great communication skills, the successful facilitator must know how to manage group dynamics, deal with conflict when it occurs, guide difficult discussions and ultimately produce a result. It can be tough, but in this course you’ll learn the tools and techniques you can use to become a skilled facilitator.

At the end of this course you will be able to: • Describe the role and responsibilities of a facilitator• Prepare for meetings and group work more effectively.• Get a group quickly focused and engaged.• Encourage and guide creativity.• Observe group dynamics and keep behaviors positive.• Keep meetings and projects on track.• Build consensus and guide team decisions.• Use techniques to keep the momentum going on projects.

Topics that will be covered: • The Role of the Facilitator• The Role of the Group• The Skill Profile of a Successful Facilitator• Getting Started: Preparing for Meetings and Projects• Start Off on the Right Foot• Techniques for Encouraging Participation• Dealing with the Elephant in the Room• Staying On Target• Making Decisions and Gaining Consensus• Creating Commitment to Action Plans

Prerequisites: Individual and leaders that are responsible for guiding group projects that involve meetings and group work sessions.

Advanced Preparation: No advance preparation needed.

Competencies: Team Management

Delivery Method: Group Live | Course Level: Basic | Duration: Half-day: 8:00 am – 12:00 pm





https://www.youtube.com/watch?v=grIBClFeOP4

Conquering FMLA: An Advanced Course in Administration The Family and Medical Leave Act (FMLA) has been around for over a decade and it continues to be one of the largest compliance headaches for employers. Detailed regulations and numerous legislative and regulatory changes have made it extremely difficult for Human Resources to administer. This course will help you and your organization overcome compliance and employee-leave challenges while becoming more proficient in FMLA administration. You’ll obtain the skills, understanding, and confidence needed to make case-by-case and strategic FMLA decisions that withstand the toughest scrutiny.

In this course you will: • Review the latest FMLA expansion eliminating the risk of noncompliance.

• Understand what recent FMLA court decisions really mean and how to adjust policiesaccordingly.

• Discover why FMLA record-keeping continues to trip up even the savviest human resourcemanager and how to avoid similar mistakes.

• Consider how to solve intermittent leave and reduced schedule issues while putting a stop toabuse and fraud.

• Determine how FMLA, the American Disabilities Act (ADA), and state leave and workers’compensation laws overlap, so you don’t violate any statute.

• Learn what to expect when an employee’s expecting so you can balance your businessneeds with her personal requirements, all within the spirit and letter of the law.

• Decide how to judge a “serious health condition” the way a real judge would and eliminatedisputes about what does and doesn’t meet the definition.


Serious Health Conditions & Collecting Medical Information

At the root of most FMLA leave is a “serious health condition”. While FMLA regulations offer guidance and allow you to require medical certification, the possible reasons for needing FMLA leave are endless. Assessing the information requires keen judgment.

During this session, participants will: • Learn how the criteria for serious health conditions changed under the 2008 regulations.

• Determine whether an employee with the flu or a cold has a serious health condition.• Decide how often your employee needs to see a health care provider.

• Review which professionals may provide medical certification under FMLA.

• Understand what to do if a medical certification is incomplete or unclear.• Consider when you may require an employee to provide recertification of their serious

health condition.

Meeting Notification Deadlines, Curbing Abuse, and Preventing Claims

A large component of FMLA surrounds timelines and usage. Confusion surfaces regarding timelines for giving and receiving information, measuring how much leave has been taken, and deciphering how much employees still have remaining in a given FMLA year. A good grasp of timing rules – and learning how to monitor other key areas of FMLA usage – can help you prevent abuse of FMLA entitlements and fend off litigation.

During this session, participants will: • Discover how to give the four kinds of FMLA notice.

• Recognize the best type of FMLA leave for your organization.• Understand how to count holidays that fall during leave.

• Learn how to apply your own absenteeism policies and how to administer those policieswithout violating FMLA.

• Determine how to investigate possible FMLA abuse or fraud.

• Review how to legally terminate employees who are on, or just returned, from FMLAleave.

Military Family Leave

In 2008, legislation gave military families the right to take unpaid, job-protected leaves from work to care for seriously ill or injured service members (military caregiver leave) or handle emergencies arising out of their active duty military service (qualifying exigency leave). In 2009, the criteria for employees to take both types of leave were broadened even further. If you have employees with family members serving in the Armed Forces, National Guard, or military reserves, your organization is likely to be affected.

During this session, participants will: • Receive the latest information on the new situations in which employees may take

qualifying exigency and military caregiver leave.• Discover the military documents that will always be sufficient certification of the need for

leave.

• Learn how the rules regarding documentation and verification of military family leavediffer from other types of FMLA leave.

• Understand for caregiving purposes who is a soldier’s “next of kin”.

• Review the special rules regarding how to track military caregiver leave.• Determine how much leave spouses are entitled to take when they both work for you.

Advanced FMLA Issues

It’s one thing to grasp individual FMLA rules, and it’s quite another to put those rules into practice. Are you prepared for when an employee fails to follow your absenteeism policies? Do you know if a light-duty job is consistent with FMLA rights?

During this session, participants will • Understand the rules regarding substitution of various different types of paid leave

for FMLA leave.

• Decipher when employees have job reinstatement rights and when they do not.

• Determine FMLA leave rights when spouses work for the same company.• Learn how to mesh your regular FMLA leave year with the specialized calendar used for

calculating military caregiver leave.

• Review how the courts are interpreting the 2008 FMLA regulations and answering othertricky FMLA questions.

Coordinating FMLA with the ADA and Workers’ Compensation

FMLA seems pretty comprehensive, but it’s not the only law that applies to situations involving time off to due to serious illness or other situations that FMLA covers. You need to know when other laws may give you greater responsibilities and how their requirements work in tandem with FMLA.

During this session, participants will: • Discover why FMLA serious health conditions are more likely to qualify as disabilities under

recent changes to the ADA.

• Decipher when you should offer leave as a reasonable accommodation under the ADA.• Understand how to offer accommodations other than leave without violating FMLA

requirements.

• Learn what you must do to comply with the privacy requirements of the Health InsurancePortability and Accountability Act (HIPAA) and the Genetic Information Non-Discrimination Act (GINA) when seeking medical certification of FMLA leave.

• Review when you can follow workers’ compensation rules on FMLA informationgathering.

• Recognize when you can require employees to take FMLA leave concurrently withworkers’ comp leave.

Prerequisites: Professionals who want to help their organization overcome compliance and employee leave challenges while becoming more proficient in FMLA administration.


Competencies: Functional Knowledge & Skills, Human Resources

Delivery Method: Group-Live | Course Level: Basic | Duration: Full-day – 8:00 am - 3:30 pm





Critical Thinking Skills Critical thinking is the foundation of most essential workplace skills, including problem solving, decision making, leadership and strategic thinking. It's what helps people find new solutions to tricky problems, avoid emotional thinking and work together more efficiently. It can be the difference between success and failure, and it will give you a skill that will increase your effectiveness in your job.

At the end of this course you will be able to: • Define the key steps of critical thinking.

• Use techniques to analyze problems at a deeper level.• Recognize and avoid critical thinking mistakes.

• Implement the critical thinking process at your organization.

Topics that will be covered: • Characteristics of Critical Thinking

• Curiosity--Awareness--Flexibility--Common Sense

• Critical Thinking Mistakes• Avoiding Rationalization and Emotional Thinking

• The Critical Thinking Process

• Turning Thinking into Action

Prerequisites: Individuals that are required to solve problems, evaluate new opportunities and make process decisions.


Competencies: Business Acumen, Decision Making, Problem Solving

Delivery Method: Group-Live |Course Level: Basic to Intermediate |Duration: Half-day: 8:00 am – noon





https://www.youtube.com/watch?v=vLxMmCGrFg8

Dealing with Conflict in the Workplace Conflict in the workplace is a normal and natural part of being around other people. However, when it interrupts the work environment and disrupts the ability to complete tasks, you need to do something. Conflict can be managed and even decline using assessment and process methods that are proven.

In this half-day course, participants learn methods to assess the type of conflict being faced and methods to diffuse and move beyond the conflicts to produce organizational results working together. As part of the session, participants will work through individual conflict situations applying the methods to see how they build to resolve and manage the kinds of conflict that are not productive.

At the end of this course you will be able to: • Recognize what escalates and de-escalates conflict.• Learn and be able to choose among conflict resolution styles.• Recognize destructive and constructive behaviors and communication skills.• Review how to use the power of results-oriented trust behaviors and relationship building.• Use understanding of normal working style differences to influence in new ways.• Practice a conflict resolution process including identifying mutual gains and focusing on

desired outcomes.

Topics that will be covered: • Defining Conflict, Conflict Styles, and Sources of Conflict• The Path Escalating and De-escalating of Conflict• Levels of Intensity: Differences, Misunderstandings, Disagreements, Discord, and Polarization• Basic Anatomy of Emotional Reactions• Destructive and Constructive Behaviors• Constructive and Destructive Communication Skills• Normal Working Style Differences• The Role of Trust, Relationship Building, and Apologizing• Guiding Principles for Conflict Management• Using Mutual Understanding and Outcome Directed Thinking• Conflict Resolution Process

Prerequisites: New or experienced front-line supervisors and any level of manager who wants to learn more about how to become more confident and proficient at managing conflicts to get better organizational results.


Competencies: Conflict Management

Delivery Method: Group-Live | Course Level: Basic | Duration: Half-day: 8:00 am - 12:00 pm





https://www.youtube.com/watch?v=WLV1_iZQ6BA

Delegation Skills Delegation is not only a way of increasing your personal productivity–if used effectively, delegation can be a useful tool for training, coaching, and empowering employees. Successful delegation requires thorough planning, clear communication, structured follow-up, and feedback. This workshop will take a look at some of the issues surrounding delegation and ways of improving your personal delegation practices.

At the end of this course you will be able to: • Explain what it means to delegate.

• Demonstrate an understanding of the different purposes and applications of delegation.• Identify specific work you should be delegating and different ways to use delegation with

individual employees.

• Recognize ineffective delegation practices.• Follow a simple process for planning and following up on delegated tasks/projects.

• Clearly communicate delegated tasks and projects.

Topics that will be covered: • Delegation: What It Is, Why We Delegate and Why We Don’t

• The Components, Purposes and Dynamics of Delegation

• Common Delegation Mistakes, Issues and Challenges• Delegation as a Process of Planning and Communicating

• Tips and Tools for Improving Your Delegation Practices

Prerequisites: Managers, supervisors, project managers, or team leaders who want or need to expand their use of delegation, or improve the effectiveness of their day-to-day delegation practices.

Advanced Preparation: No advanced preparation needed.

Competencies: Delegation

Delivery Method: Group Live | Course Level: Basic | Duration: Half-day: 8:00 am - 12:00 noon





Diversity & Sensitivity Awareness What is culture? What do we mean when we say “cultural diversity?” Cultural Diversity offers a platform for discussing the many kinds of diversity we encounter today. This course will attempt to dispel the notion of diversity as merely a synonym for racial or ethnic issues.

At the end of this course you will be able to: • Understand one's own culture as it relates to one's abilities and personal style.• Critically examine the dynamics of prejudice, stereotypes, oppression and discrimination.

• Apply knowledge of cultural diversity to individual development and behavior.

• Expand understanding of the interactions among and between individuals and socialsystems.

• Understand cultural components that impact engagement, assessment, intervention, andevaluation.

• Recommend tools to foster a more cohesive workplace.

Topics that will be covered: • Common Diversity Definitions• Cross Cultural Communication

• Interpersonal Communication

• Tools to be a better workplace employee in a diverse world

Prerequisites: Anyone with a willingness to share ideas and be open and honest about a sensitive topic.


Competencies: Diversity Awareness, Integrity and Ethics, Communication Skills, Professional Work Environment

Delivery Method: Group-Live | Course Level: Basic to Intermediate | Duration: Half-day: 8:00 am - 12:00 pm





Effective Writing Skills A good letter or email message can inform, persuade and impress your reader. It can also save you a lot of time and effort! A business writer’s main enemies are passive sentences, wordiness, overuse of big words and clichés. A writer’s biggest time waster is not having a simple writing structure that works. After this course, you will write easily and quickly.

At the end of this course you will be able to: • Get going when you don’t know where to begin - overcome “writer’s block” once and for

all.

• Replace tired, out-of-date words and jargon with crisp, updated words; boosting yourimpact immediately.

• Avoid wordiness and eliminate stiff, formal language.

• Eliminate “killer words and phrases” that destroy your positive tone.

• Write “no” letters with a “yes” sound.• Format your letters properly.

• Effectively use “white space.”

Topics that will be covered: • How to Write Simply and Clearly• Eliminate Redundancies and Out-Of-Date Words and Phrases

• How to Write Specifically

• How to Include the Five W’s in Your Writing• How to Write Positively

• Write Openings and Closings That Readers Will Actually Read and Remember

• Write an Informational Letter, a “No” Letter and an Apology Letter• Transfer Writing Styles From Letters to Email

Prerequisites: Employees who correspond with internal or external customers either by mail or e-mail.


Competencies: Written Communication

Delivery Method: Group-Live | Course Level: Overview | Duration: Full-day – 8:00 am - 4:30 pm





Employment Law for Supervisors Every day, managers, supervisors and team leads deal with human resource situations that, if not handled responsibly and legally, can result in consequences, penalties and law suits. To help avoid putting you and your organization at risk, and to keep morale from dropping, make sure you understand legally-sound human resource practices that are fair, safe and consistent.

This course distills the complicated issues of employment law down to essential information you need to know on a day-to-day basis. You will be guided through the do’s and don’ts using a combination of learning activities that include a game to test your legal knowledge, group discussions, and a review of key laws and policies.

At the end of this course you will be able to: • Apply interviewing tips that keep you out of legal trouble.• Treat employees fairly by following anti-discrimination and harassment laws.• Help protect employer and employee privacy and confidentiality issues.• Avoid getting caught up in the middle of compensation law issues like exempt vs.

nonexempt status; OT; comp time; paid breaks; equal pay, etc.• Know how to legally handle requests for paid and unpaid time off.• Follow fair discipline techniques and legal rules on firing.• Prevent and deal with workplace violence.

Topics that will be covered: • Hiring and Interviewing• Workplace Harassment & Discrimination• Privacy and Confidentiality• Compensation and Hours• Paid and Unpaid Time Off• Discipline, Documentation and Termination• Violence in the Workplace

Prerequisites: Managers, supervisors and team leads that want to update their knowledge of the laws that impact them and their companies and how it affects the way they manage employees.


Competencies: Diversity Awareness, Integrity and Ethics, Leadership, Problem Solving, Professional Work Environment

Delivery Method: Group-Live | Course Level: Update | Duration: Full-day: 8 am - 4:30 pm





https://www.youtube.com/watch?v=9VJI2PXc1rU

Employment Law Series Employment laws affect every employment-related decision you make, and they are complex and constantly changing. Do you have the knowledge you need to protect yourself and your business? Conducted by labor and employment law attorneys, this intensive, interactive, multi-session series focuses on the steps you can take to cope with the requirements of various laws and regulations. Choose specific sessions or register for the entire series (a 75% savings). Early registration is encouraged...seating is limited!

11 session topics include:

Safe Selection: Reducing Your Hiring Risk: Finding the right person to fill an open position takes time and money, and when the “right person” shows up it can be tempting to rush the selection process. Resumes presented to employers may contain factual errors and candidates can “hide” negative events. You also don’t want to expose your company to legal action if the hiring process is perceived as discriminatory.

• Pre-Hire testing and assessments• Keeping interviews legal• Conducting legally sound background checks: FCRA requirements & EEOC guidance• Hiring foreign nationals

Preparing Effective Handbooks: A well written and complete employee handbook, whether standing alone or used in conjunction with an employment agreement, can be an important tool for communicating policy, defining expectations and memorializing expectations.

• Is your handbook an employment contract?• Laws that impact handbooks• What every handbook should (and shouldn’t!) include• Handbook best practices• Keeping your handbook fresh, relevant and accurate

Survivor 2017: Protective Employment Agreements: How vulnerable is your business to the loss of clients and proprietary information to departing employees? Employment agreements with non-competition, non-solicitation and anti-raiding provisions can both deter predatory activity and provide a weapon to use when it happens.

• When should you use restrictive employment agreements?• What terms will courts enforce?• What can be done to protect your business against claims by other companies whose

employees apply to work for you?• Trade secret protections for employers

Evaluating Employees & Employee Privacy Issues: Many employers are giving up on traditional performance evaluations. The evaluation process can be stressful, but written reviews are important sources of information for managing workforce performance, achieving goals, implementing downsizing plans and defending against post-employment claims. Also privacy and reputation issues are implicated when evaluating employees. • Training supervisors on how to evaluate and document• Usefulness of performance evaluations in management processes• Duties of loyalty that employees owe to their company• Negligent retention claims arising from employee misconduct• When is Publication/Communication of Employee Performance Protected and When is it

Defamation?• Keeping Information Safe: Legal Responsibility for Information Privacy

The Discipline and Discharge Process: Not every employee is successful and despite your best efforts, some must be asked to leave your organization. Following a fair and consistent process for discipline and discharge will help protect your company from potential legal action and improve your chances of defeating a lawsuit.

• The importance of the investigation process• Evaluation of evidence and risks• When you should fire immediately• Best practices for the discharge process

Documentation – Best Practices Documentation can either help the defense of an employment claim, or destroy it. Proper and effective documentation is absolutely key to the discipline and discharge process. This session will provide advice and guidance on:

• The Importance of Good Documentation• Techniques of Good Documentation• Performance Evaluation Issues• Termination/Discipline Documentation

Wage & Hour Laws: Few things garner more attention than a paycheck. The darling of “class” and “collective” lawsuits, the systemic nature of an employer’s pay practices magnifies small, technical issues into overwhelming problems.

• What is “compensable” work time?• Which employees are over-time exempt• What wage deductions are proper• When are workers independent contractors

Protected Categories of Employees and Activities: Federal and state law continues to increase the types of categories and activities entitled to legal protection. Understanding these protected categories is critical to avoiding a discrimination charge or lawsuit.

• Emerging protections for sexual orientation and gender identity• Increased rights for pregnant employees• Protecting victims of domestic violence• Accommodating religion in the workplace• Prohibiting retaliation

Managing Absenteeism, Accommodation and Leave Issues Organizations would like employees to show up every day to perform the job they were hired for. However, they realize that it is not always something they can expect or insist on. Injuries, illnesses, family commitments, religious practices, military service, incidents of domestic violence – there are many reasons why an employee may be unable to be at work or to perform every aspect of their job. Carefully setting guidelines for absenteeism, job accommodations and leaves of absence is important for educating your managers and employees about your expectations and to prevent abuse. • The Importance of Clarifying Attendance Policies and Time Tracking Procedures• Legally Protected Leave, Including Leave Under the FMLA and Accommodations for

disabling conditions, religious practices and domestic violence victims• Identifying and reducing fraud and abuse

The NLRB Strikes Again: The National Labor Relations Board continues its attack on union and non-union employers, issuing rulings that dramatically enhance employee rights and unionizing opportunities under federal law. Understanding the NLRB's rulings is crucial to avoid union organizing drives and unfair labor practice charges.

• Lawful and unlawful company policies• What employees can be organized• Understanding the difference between protected and unprotected activities• Remaining union free – best practices

Employment Law Overview – A Panel Discussion: As evidenced by the range of topics covered in this series, employment and labor laws touch every aspect of your organization and it can be difficult to stay on top of every potential area of concern. The format for this session will be a panel discussion to provide you with the information needed to understand the wide range of federal, state, and local laws that require your consideration. A perfect ending to the series, you will develop the confidence needed to recognize which personnel practices are required, and which are left to an employer’s discretion.

Prerequisites: This series is designed for HR Professionals, Managers, and Owners who want more in-depth knowledge about legal issues in employment.


Competencies: Business Acumen; HR Professional Development, Employment Laws & Regulations, Business Law

Delivery Method: Group-Live | Course Level: Overview | Duration: 11 Sessions; 8:30 - 11:00 am each





Exceeding Customer Expectations Providing superior customer service—making extraordinary impressions on our customers—is your job, but it’s not always easy! Some of us have ‘external’ customers, but all of us have ‘internal’ customers (the colleagues and managers we work with on a daily basis). Our service interactions happen face-to-face, over the phone, and through email. In our quest to survive ‘doing more with less,’ you will learn how to stay professionally ‘centered’ in order to provide superior customer service even under pressure and in tough situations.

At the end of this course you will be able to: • Create the service experience your customers will rave about.

• Manage all three service environments (face-to-face, phone, email).• Lead and redirect the conversation positively toward resolution.

• Prevent common concerns from escalating into full-blown anger.

• Recognize the real-life customer service issues that causes stress.• Balance ‘Kindness with Authority’ in working with difficult customers.

• Stay ‘centered’ and be agile in responding to stressful demands.

Topics that will be covered: • Positively Influence Customers’ Perceptions of You and Your Company• Manage What Our Customers See, What They Hear, and How We Make Them Feel

• Service on Three Channels: Face-to-Face, On The Phone and by Email

• How to Bring Value to Customer Situations• Deliver the Answers Your Customers Don’t Want to Hear

• How to Listen and Respond Rationally (Brain Control)

• When and How to Apologize• Preempt Potentially Bad Situations Before They Become Problems

Prerequisites: Anyone who communicates with internal or external customers through face-to-face interactions, phone conversations, or by email.


Competencies: Customer Focus

Delivery Method: Group-Live | Course Level: Overview | Duration: Half-day – 8:00 am - 12:00 pm





Finance for the Non-Financial Professional Finance, accounting and money - these make up the language of business. Knowing how your organization makes money, having a working knowledge of financial statements, and being conversant with financial terms are all necessary skills for effective business management, regardless of the organization's type or size. This interactive workshop will make you comfortable with financial concepts and help you use financial information to make informed decisions.

At the end of this course you will be able to: • Identify, read and use the three main financial statements.

• Focus on the numbers that really matter in reports and on financial statements.• Explain the difference between profit and cash.

• Present reports and plans in solid financial terms.

• Address problems and opportunities more effectively by identifying key financial drivers andresults.

• Use break-even analysis and forecasting in managing your operation.

Topics that will be covered: • The financial terms your business vocabulary must include• The Balance Sheet

• The Income Statement

• The Cash Flow Statement• Ratios and benchmarks

• Break-even Analysis and Cost/Benefit Analysis

Prerequisites: Managers who wish to increase their ability to assess business situations and control outcomes; professionals involved in project management, budgeting, and/or forecasting.

Advanced Preparation: No advance preparation needed

Competencies: Business Acumen, Decision Making, Planning

Delivery Method: Group Live | Course Level: Basic | Duration: Full-day – 8:00 am - 4:30 pm





Grammar & Proofreading Typos, misspellings and grammatical errors can make your documents–and you–appear unprofessional and sloppy. In this class you will fine-tune your grammar and punctuation skills and learn how to avoid the most common writing errors. You will also learn how to proofread documents with greater speed and accuracy to catch and correct your own and others’ errors.

At the end of this class you will be able to: • Spot hard-to-see mistakes.

• Proofread numbers accurately the first time.• Catch commonly missed grammar glitches.

• Fix run-on sentences.

• Easily follow punctuation rules.

Topics that will be covered: • Spelling and Your Kinesthetic Memory

• Grammar Glitches and How to Avoid Them• Punctuation: Rules and Tips

• Standardized Proofreading Symbols

• The 12 Proven Proofreading Techniques• Matching the Proofreading Technique to the Type of Material to be Reviewed

Prerequisites: Employees responsible for writing documents or emails that must be accurate and professional. Individuals who review and edit written material.


Competencies: Written Communication

Fields of Study: Communications, Personal Development

Delivery Method: Group-Live | Course Level: Basic to Intermediate | Duration: Full-day – 8:00 am - 4:30 pm





Human Resource Fundamentals This popular series provides an intensive overview of the key elements of the contemporary human resource function. Sessions are interactive with opportunities to discuss application to individual situations. Practical, usable ideas and suggestions for handling HR matters are offered.

The goal of this series is to make you aware of the issues present in the ever-changing human resource field—rather than trying to make you an expert. As a result, you may not know how to handle every situation that arises, but you will know “what questions to ask.”


Legal and Regulatory Compliance

Introduction to the legal and regulatory compliance issues that persons in human resources or supervisory positions deal with on a day-to-day basis. This session will cover:

• The role of HR in the organization• Understanding the culture of your organization

• Employment at will

• Legal and regulatory requirements: impact on you and what do you do?

Employment Recordkeeping

Maintaining accurate, secure, personnel records complaint with state and federal law. This session will cover:

• Introduction to posting of notices

• Retention and recordkeeping of key records, letters and reports

• Understanding immigration law• Access to personnel files

Equal Opportunity and Affirmative Action

An introduction to issues in equal opportunity and affirmative action.

• What is illegal discrimination?• Review of EEO laws

• Understanding affirmative action

• Avoiding discrimination problems

The Employment Process

An overview of the employment process starting with pre-employment through the termination process.

• Defining the employment relationship

• Recruiting/Interviewing/Selection/Making the Offer/Orientation

• The importance of job descriptions• Ways to lessen the legal risks in reference checks

• Understanding pre-employment testing

• Terminations/Layoffs/Recalls- what you need to know

Basic Wage and Salary Administration

Building a broad understanding of the basic principles of compensation.

• What is compensation and definition of HR’s objectives in salary administration

• Understanding FLSA and other laws and regulations affecting compensation programs• Introduction to benefit programs

Unemployment, Workers’ Compensation, and Safety and Health

Basics of unemployment compensation, workers’ compensation, and safety and health responsibilities—from compliance to controlling rate to employee involvement.

• Understanding unemployment from both the employer and employee perspective• Review of workers’ compensation laws and the filing of claims

• Safety and health and your role as an HR professional

Communicating with Employees

HR’s role in communications.

• HR’s role in communication- objectives, gaps and key areas

• Effective listening and its role in building trust

• Guidelines for effective communication• Facts and myths about employee morale

• HR’s guide to rumor control

Training and the HR Manager

HR’s role in employee training and development.

• Why do we do training?

• Training, education and development defined• Creating a training needs analysis and audit

• Basics of adult learning theory

• Training resources

Prerequisites: It is designed for HR practitioners just entering the field, established HR employees with little or no formal training, other employees who have responsibilities that fall under the HR umbrella, and business owners and managers without HR departments.


Competencies: Business Acumen, Customer Focus, Decision Making, Diversity, Integrity and Ethics, Interpersonal Communications, Organizational Agility, Professional Work Environment, Leadership Communication and Staffing

Delivery Method: Group-Live | Course Level: Basic/Update | Duration: Four (4) Full-days – 8:00 am - 4:30 pm





Human Resources - Intermediate This course provides an extension to those who have completed Human Resource Fundamentals. It will continue to focus on the understanding of human behavior in organizational effectiveness and individual outcomes. This session will take an active learning approach to selection, training, performance evaluation, and compensation decisions. Practical, usable ideas and suggestions for handling HR matters are offered.

At the end of the course you will be able to: • Demonstrate knowledge of key Human Resources concepts and principles for planning, staff

recruitment, orientation, management, and diversity and inclusion.• Understand how to strengthen the Human Resource Management and support in their

organizations.

• Know how to apply change management strategies when introducing new HumanResource Management methodologies.

• Have performance management strategies and know how to apply staff performancemanagement systems.

• Know how to assess and improve staff motivation and engagement.

• Have an action plan detailing Human Resource Management practices and/or approachesbased on the specific needs of the organization.


Organizational Strategy – Analyze organization’s internal and external business environments; Understand how organizations formulate and implement corporate, business and functional levels strategies.

Change Management – Identify the external and internal forces that cause change; gain the skills to understand how others react to change.

Diversity and Inclusion – Explore cultural, physical, socially constructed and psychological differences in people in the workplace; provide strategies for more inclusive workforce.

Staff Engagement –Discover how to create a work culture where desired behaviors are demonstrated.

Performance Management – Identify the uses of performance appraisals and the criteria to be established; analyze how performance appraisals are conducted

Prerequisites: Completion of the HR Fundamentals Series or more than 3 years Human Resource experience.

Competencies: Business Acumen, Customer Focus, Decision Making, Diversity, Integrity and Ethics, Interpersonal Communications, Organizational Agility, Professional Work Environment, Leadership Communication and Staffing

Delivery Method: Group-Live | Course Level: Intermediate | Duration: Full day – 8:00 am - 4:30 pm





Interpersonal Communication Skills Every relationship–personal and professional–is dependent on communication. Successful projects and businesses depend on people accurately understanding one another. In this course you will learn to communicate with clarity, eliminate communication barriers, influence the actions and thoughts of others and respond assertively.

At the end of this course you will be able to: • Recognize the strengths and weaknesses of your personal communication style.• Identify the communication style of others and how it impacts their ability to “hear you.”

• Compose your messages to match your listeners’ information needs.

• Give and receive feedback respectfully and assertively.• Professionally resolve conflict while being polite but assertive.

• Improve and strengthen your relationships with everyone at work (and at home).

Topics that will be covered: • Analyzing Your Personal DiSC© Assessment• Recognizing the Strengths and Limitations of Each Personality Style

• Development of Your Approach to Personality Styles Different from Yours

• Nonverbal Signals You Send to Others (Stress, Anger, Etc.)• Personal Barriers That Keep You from Communicating Assertively (not Passively or

Aggressively)

• Stop, Look, and Listen Formula• Addressing Negative Situations Assertively

Prerequisites: Individuals who wish to improve their ability to communicate with and understand others.

Advanced Preparation: Participants will receive information to complete a DiSC© Profile about three weeks prior to the course date. The online profile must be completed prior to course.

Competencies: Interpersonal Communication

Delivery Method: Group-Live | Course Level: Overview | Duration: Full-day – 8:00 am - 4:30 pm





Leadership for Leads Leading a work team requires special skills – different than the technical skills you already have. You worked hard and did a good job to get where you are, but making the transition from team member to lead can be challenging in new ways. Now you are (will be) in charge and directing the work of others who could be former coworkers and friends. While you may still do the same tasks that they perform, you are also responsible for getting things done through them while also building productive relationships. As a work lead, your team’s success is your success.

That is why this course offers four half-day training sessions to help you assess and develop your leadership skills, discover practical and proven ways to effectively communicate, motivate and train others, plus increase your personal effectiveness and professional reputation.

Day 1 - Role of a Lead Person: In this session you will explore your roles as a lead and how the responsibilities have changed from being an individual contributor to one that guides and oversees work done by others.

At the end of this session you will be able to:

• Define the roles of today's lead and how it compares to supervisor and manager.

• Identify the dynamics involved in going from “peer” to “lead person” and how they haveeffect you and your team.

• Identify the skills to take charge and be an effective leader.

• Recognize the seven pitfalls of empowerment and leadership and how to avoid them.

• Assess your own management style and plan ways to use it more effectively.

Day 2 - Communication Skills: How easy or difficult a new leadership role turns out depends to a large part on that person’s ability to communicate effectively. In this session you will be introduced to several key ways that leaders communicate clearly and effectively to take charge without being overbearing.

At the end of this session you will be able to: • Define effective communication.

• Use key principles and tips to get your point across.• Assess the impact of your current communication style.

• Use techniques to "flex" your style to communicate more effectively.

• Recognize the power of non-verbal communication.• Use active listening techniques to motivate other and eliminate misunderstandings.

• Provide constructive feedback.

https://www.youtube.com/watch?v=k9sYuv0r7nI

Day 3 - Motivational Skills: One key to your success is to know how to keep employees motivated or stimulate less productive ones. By knowing more about the motivation of others, you can meet business goals and performance expectations through the people you lead. In this session you will have an opportunity to focus on how you communicate, treat, and energize employees to do their best work.

At the end of this session you will be able to: • Assess your own motivational drivers.

• Use techniques to keep yourself motivated and avoid burn-out.

• Describe the principles of rewards, reinforcement and punishment.• Use your understanding of needs and values to increase employee commitment.

• Identify de-motivators and ways to counteract them.

Day 4 - Coaching and Feedback: As a lead, you are expected to give your team members feedback and help coach them for better results. Coaching is an effective blend of clear expectations, monitoring, feedback, and ongoing communication. These are essential skills for all leads. Those who master these skills become extremely valuable to their team and the organization.

At the end of this session you will be able to:

• Define effective coaching.

• Contribute to the three components of managing employee performance.

• Communicate clear performance expectations.• Identify general coaching strategies based on an employee’s skill and motivation levels.

• Match your coaching style to the employee’s development needs.

• Provide feedback in a positive and constructive way.• Plan and conduct on-the-job training.

Prerequisites: Both new and experienced working leaders from office, manufacturing, and service organizations who are not officially “supervisors” or “management” employees.


Competencies: Interpersonal Communications, Leadership Communication, Motivating & Developing Others, Performance Management

Delivery Method: Group-Live | Course Level: Basic to Intermediate | Duration: Four (4) half-days – 8:00 am - 12:00 noon





Motivational Skills for Leaders Leaders are tasked with ‘motivating’ people and building engagement, but doing so can be difficult. In this workshop we’ll identify the factors that affect employee performance in the 21st century workplace and how you can impact it. You will learn ways to help build engagement in your employees as well as leadership styles that can influence motivation and build positive behaviors. In this workshop emphasis will be placed on understanding the three essential elements of motivation and how it affects performance and employee development.

At the end of this course you will be able to: • Identify seven reasons why “carrot-and-stick” motivation doesn’t work.

• Recognize the three essential elements of motivation in today’s workforce.• Develop strategies and tactics for developing engagement and building positive behaviors.

• Define actions leaders can take to support motivation and engagement.

• Identify metrics that measure the results of engagement.• Apply leadership styles that can influence employee motivation and engagement

Topics that will be covered: • Successful Performance Equation

• Upgrading How We Motivate• The Need for Autonomy

• Making Progress at Work

• Making a Contribution• Being Part of a Cause

• Why Engagement Matters and What It Drives

• Developing Engaging Leaders

Prerequisites: Managers and leaders who want to learn new ways to increase employees’ motivation and engagement in their jobs.


Competencies: Motivating & Engaging

Delivery Method: Group-Live | Course Level: Basic | Duration: Half-day – 8:00 am - 12:00 pm





Negotiating Skills Company representatives can improve results by negotiating more effectively and at the appropriate time. This workshop covers processes and skills for preparing and leading successful negotiations that result in mutually beneficial commitments and contribute to the development and maintenance of long-term relationships. Negotiation is the process by which you resolve the differences between parties in a manner that provides a positive outcome for all groups, and leaves everyone looking forward to working together again.

At the end of this course you will be able to: • Prepare for and lead successful sales negotiations.

• Develop a confident negotiation mindset.• Optimize the outcome of each negotiation for all parties.

• Apply a set of criteria to determine when to negotiate.

• Understand the five negotiating alternatives and how best to apply them.• Begin a list of negotiating alternatives to apply to your own negotiations.

• Utilize skill steps for resolving differences.

Topics that will be covered: • When is it time to negotiate?• Understanding and resolving differences, and their value

• Negotiating alternatives, and why “meeting in the middle” is not your best option

• How to use concession strategically• Determining your “walk-away” position

• Why you should never chisel a solution “in stone”

• Handling typical negotiation tactics

Prerequisites: Anyone who negotiates in their current role, or who anticipates negotiating in the future, and would like to improve negotiating skills in order to achieve the greatest of results for their company and their negotiating partners.


Competencies: Negotiating, Sales

Delivery Method: Group-Live | Course Level: Intermediate to Advanced | Duration: Full-day: 8:00 am - 4:30 pm





https://www.youtube.com/watch?v=N6HZeiE_Esg

Personal Productivity: Getting More Done and Feeling Less Stress The material in Personal Productivity is based on the ground-breaking work of David Allen in his best-selling book “Getting Things Done; The Art of Stress Free Productivity.” We will provide proven techniques for dealing with most of the things that make you crazy and cause stress, like interruptions, distractions, other people failing to keep their commitments, too much work and too little time to do it in, etc. In addition, you will learn principles that will enable you to establish a system that will help you deal with all your commitments, both personal and professional. Tens of thousands of people all over the world are using David Allen’s approach to reduce their stress levels and accomplish much more than they were able to do before adopting his principles.

At the end of the session you will have a good start on establishing your own personalized system for getting and staying in control of your workflow. You will receive a copy of David Allen’s book, “Getting Things Done; The Art of Stress Free Productivity” and a schedule for completing your transition to greater productivity and lowered stress levels.

At the end of this course you will be able to: • Organize and think about work using your own natural style.

• Identify and set priorities, and stick to them.• Organize your day more effectively.

• Cope with interruption overload.

• Eliminate physical and mental clutter.• Greatly reduce procrastination – in yourself and others.

• Create a personalized process that will help you stay organized and in control

Topics that will be covered: • Differentiating between “Important” and “Urgent” Activities

• The Four Basic Truths About Managing Your Personal and Professional Lives

• The Principles of Stress-Free Productivity• The Five-Step Process for Managing Workflow

• How Our Brains Naturally Set Priorities

• Organizing Your Environment• Using Email More Efficiently

• How to Run More Effective Meetings

• The Natural Planning Model for Rapidly and Effectively Initiating New Projects

Prerequisites: People who are really busy; the busier you, are the more value the course will have for you. This approach has been successfully used by every level of management from first line supervision to CEO’s; and by individual contributors, entrepreneurs and anyone who wants to get more done with less stress in his/her life.

https://www.youtube.com/watch?v=3xLU9rUZnL0

Advanced Preparation: There is no advance preparation for this course.

Competencies: Action and Results Focused, Decision Making, Productivity and Organization, Communication Skills, Delegation, Goal Setting, Planning Professional Work Environment, Project Management, Team Management

Delivery Method: Group-Live |Course Level: Basic | Duration: Full-day: 8am-4:30 pm





PHR/SPHR Certification Prep The role of a Human Resources Professional is becoming more complex every year as legislation changes, competition forces rapid organizational change and the workforce becomes more and more diverse. HR is also becoming more strategically important as organizations compete to hire and retain top talent.

PHR Certification Eligibility Requirements: • A minimum of 1 year of experience in a professional-level HR position with a Master's degree or

higher, OR• A minimum of 2 years of experience in a professional-level HR position with a Bachelor's degree,

OR• A minimum of 4 years of experience in a professional-level HR position with a high school

diploma

SPHR Certification Eligibility Requirements: • A minimum of 4 years of experience in a professional-level HR position with a Master's degree or

higher, OR• A minimum of 5 years of experience in a professional-level HR position with a Bachelor's degree,

OR• A minimum of 7 years of experience in a professional-level HR position with a high school

diploma

The testing is administered by the Human Resource Certification Institute (HRCI) and earning certification is a widely-accepted indication that you are a knowledgeable and effective HR Professional. Our Certification Prep course is designed to help prepare you to take the certifying exam. This course does NOT include the test itself nor does it bestow certification. Certification is complete only after successful completion of the test.

This PHR/SPHR Certification Prep course utilizes a blended learning approach to make it convenient for you to learn the subject matter, and provides you with an opportunity to review the content and discuss real-life scenarios with seasoned HR Professionals.

As a participant you will complete E-Training modules on topics covered by the PHR & SPHR Certification Exams. These modules are organized by topic and review sessions are scheduled to cover one or more of the modules.

Each session is attended via webinar. All webinars are recorded for future review. It is strongly recommended that you attend each session "live." Each participant has ample opportunity to ask questions and participate in group discussions.

At the end of the course you will have the opportunity to take an Assessment Exam that will allow you to determine your knowledge level and readiness for taking the actual exam. E-Training modules must be completed prior to the associated Review Session. Review Sessions will be approximately two hours long depending on the topic and group participation.

Day 1: Kick-off meeting - Course Overview and Pre-Exam Assignment

Day 2: Human Resources Core Knowledge: Skills Concepts & Tools; Functions & Activities

Day 3: Business Management & Strategy: The HR Function & Business Environment; HR and the Strategic Planning Process; HR Functions & Roles

Day 4: Workforce Planning & Employment: Employment Legislation

Day 5: Workforce Planning & Employment: Recruitment Strategies; Sourcing & Selecting Candidates; Orientation, Onboarding & Exit Strategies

Day 6: Study & Quiz Sessions - Review of weeks 2-5

Day 7: Human Resource Development: Regulations & Organization Development; Employee Training; Performance Appraisal & Talent Management

Day 8: Compensation & Benefits: Regulations, Strategies & Needs Assessment; Managing Policies, Programs & Activities; Organizational Responsibilities

Day 9: Study & Quiz Sessions - Review of weeks 2-8

Day 10: Employee & Labor Relations: Employment Regulations & Organizational Programs; Behavioral/Disciplinary Issues & Resolutions; Unions & Collective Bargaining

Day 11: Risk Management: Organizational Risk & Safety & Health Legislation; Workplace Safety, Security & Privacy

Day 12: Final Review Study Sessions - Final Review & Practice Test

Who should attend: Human Resource professionals that wish to gain PHR or SPHR Certification.

Competencies: Technical/Functional Skills

Duration: PHR -12 Wednesdays (in a row) 11:00 am to 1:00 pm each day SPHR - 12 Wednesdays (in a row) + 2 Thursdays for SPHR Study Sessions 11:00 am to 1:00 pm each day



Presentation Skills - Basic Basic Presentation Skills is an interactive course designed to help professionals get comfortable speaking in front of a group of people. This course provides an encouraging environment where you can get your feet wet in the art of speaking in front of today's audiences.

The course includes videotape coaching and on-the-spot review. (Only you will see your taped presentation.)

At the end of this course you will be able to: • Control stage fright and use your nervous energy to your advantage.• Use a simple five-step method for crafting any speech.

• Overcome the obstacles that trip up most speakers.

• Make the most of your natural speaking style.• Speak in such a way that your audience will know what you want them to do.

Topics that will be covered: • Overcoming Nervousness• Establishing Credibility

• Analyzing Audiences

• Designing Presentations that Get Results• Practicing Physical Delivery Skills in Everyday Life

Prerequisites: Individuals who have little or no experience speaking to groups or who want to become more polished in making presentations.

Advanced Preparation: There is no advance preparation needed.

Competencies: Public Speaking

Delivery Method: Group-Live | Course Level: Basic | Duration: Full-day: 8:00 am - 4:30 pm





Problem Solving & Decision Making Problem solving is an everyday workplace activity - whether for yourself, other individuals, your work group or for the enterprise. The techniques presented in this course will equip you with a robust standard methodology for solving problems that range in scope from technical/production to administrative/office related issues. You will learn a systematic process designed to enable understanding a problem, resolving it and taking steps to prevent the same or similar problems from recurring.

At the end of this course you will be able to: • Organize information and data to clearly identify the problem.

• Prioritize and isolate problem root causes.• Develop alternate solutions and select a proposed solution.

• Implement then verify and validate problem solutions.

Topics that will be covered: • Defining the problem and measuring the effect• Prioritizing to identify and isolate root causes

• Developing alternatives and choosing corrective action

• Implementing corrective actions• Monitoring to prevent recurrence

Prerequisites: Individuals who participate in projects or teams who are asked to resolve problems. Team leaders who want to teach team members a disciplined strategy for identifying and resolving problems.


Competencies: Problem Solving, Decision Making, Project Management






https://www.youtube.com/watch?v=Ll77lECad1Y

Professional Presence Manage the impressions you make on people! Project your “professional best” physical image and make a more powerful impact to get the respect you deserve. Articulate your ideas with more authority and confidence, and sidestep the professional land mines that sabotage your career. Learn how to maximize your strengths, develop your weaknesses, and make them all work for you.

At the end of this course you will be able to: • Create a good first impression.

• Develop your best physical image.• Promote yourself and network.

• Give the perception of being knowledgeable and in control.

• Be visible and recognizable to others inside and outside your organization.• Handle stressful situations calmly.

Topics that will be covered: • Your “Professional” Image–The Three-Legged Stool• Portraying Confidence When Entering a Room, a Meeting, or a Social Gathering

• Confident Handshakes That Say You Are Important, Confident, and in Control of AnySituation

• The Development of a Mentor

• Deciding What the Intended “Look” Should Be and How to Achieve It

• Communicate So People Really Listen to You• Appear Knowledgeable So People Assume You Are the Expert

• Increase Your Visibility So People Know Who You Are

• Manage Time and Stress So You Appear to Be Calm and in Control

Prerequisites: Individuals who are new to the workforce or have recently moved into positions with more responsibility or visibility. Anyone who wishes to enhance the professional impact they make on others.

Advance Preparation: No advance preparation needed.

Competencies: Personal Image, Organizational Agility

Delivery Method: Group Live | Course Level: Basic | Duration: Half-day 8:00 am – 12:00 pm





Project Management Fundamentals Project management is the practice of applying general management skills and supporting disciplines to organize and deploy resources in a way that effectively accomplishes project objectives. The techniques presented in this course will provide project managers and practitioners with a step-by-step approach to developing a detailed project plan culminating in baseline, timeline, and funding requirements.

At the end of this course you will be able to: • create project objectives, identify project deliverables and develop a project scope plan.

• Set up and document project management plans.• Organize and define the total scope of the project in a deliverable-oriented work

breakdown structure.

• Define and sequence project activities, estimate project duration and create projecttimelines.

• Aggregate schedule activity costs, develop project schedule and cost baselines.

Topics that will be covered: • Project Management Overview

• Project Life Cycle

• Project Processes• Project Charter

• Scope Planning and Project Scope Statement

• Project Master Plan• Work Breakdown Structure

• Project Time Management

• Project Cost Management

Prerequisites: Project managers, practitioners and team members involved in developing project plans consistent with generally recognized good practices of the Project Management Institute’s Project Management Body of Knowledge.


Competencies: Problem Solving, Planning, Project Management






https://www.youtube.com/watch?v=s-KQ3gOVUKw

Stress Management High-demand work environments take a toll on employees, thereby affecting an organization’s productivity, turnover, absenteeism, and healthcare costs. This course will provide you with tools to cope with personal and work stress and become more resilient to demands. This course is not just for the “stressed-out” but for anyone interested in functioning at a higher level mentally, physically and emotionally.

At the end of this course you will be able to: • Identify your warning system for stress.

• Manage workplace and personal stressors.• Use self-management tools to alleviate mental, physical, and emotional depletion and

improve work performance.

Topics that will be covered: • Stress Management Model

• SRI–Warning System Assessment

• Emotional Drain and Performance• Staying Centered and Focused Tips

• Deep Relaxation Exercise

• Physical Tension and Energy• Mental Resiliency and Positive Attitude

• Deflecting Workplace Negativity

• Quantity and Quality of Sleep Checklist• Taking Action at Home and Work

Prerequisites: Individuals seeking tools to help manage personal and workplace stress and leaders seeking to better understand occupational stress and what can be done to alleviate its impact.

Advanced Preparation: No advance preparation required.

Competencies: Personal Flexibility

Duration: Full-day: 8:00 am - 4:30 pm





https://www.youtube.com/watch?v=HXIDpz1AU-M

Successful Coaching Skills Coaching is an integral part of success at all levels of management. As a supervisor, you are only as good as your people and the work they produce. Coaching is a highly visible and positive demonstration of your commitment to ongoing personal development and performance improvement. Your coaching can range from less formal, day-to-day feedback, to a very structured and formalized process. Regardless of the formality and approach, successful coaching requires an effective blend of clear expectations, goal setting, monitoring, feedback, and ongoing communication.

At the end of this course you will be able to: • Recognize specific coaching “targets” and opportunities.

• Develop general coaching strategies based on an employee’s skill and motivation levels.

• Identify the personal motivators of individual employees.• Provide better day-to-day performance feedback.

• Effectively address and discuss performance issues/problems.

• Recognize when and how to utilize a more formal coaching process.• Develop employee coaching/development plans.

Topics that will be covered: • The Coaching Continuum–From Day-to-Day Feedback to Performance Appraisals• Coaching Needs and Opportunities of Individual Employees

• Using a More Strategic Approach to Your Formal and Informal Coaching

• Recognizing “Coachable Moments” and Delivering Better “Curbside” Feedback• Developing & Implementing Practical Coaching Plans

• Facilitating Productive Formal Coaching Sessions

Prerequisites: Managers, supervisors, and team leaders who are responsible for coaching and developing the performance of other employees, and who want to improve their day-to-day feedback and coaching skills.

Advanced Preparation: A Coaching Assessment Worksheet will be sent out about two-weeks prior to the event date for you to complete and bring with you to course.

Competencies: Developing Others, Performance Management, Coaching






https://www.youtube.com/watch?v=ecHlOvqkJPs

Superior Leadership through Communication Superior Leadership Through Communication focuses on the need for clear communication from leaders in organizations. Whether you are communicating with your team or your entire organization, communication barriers prevent us from getting our message across. The techniques learned in the course will help leaders communicate clearly and concisely, establish credibility, and understand how communication styles differ from one person to another.

At the end of this course you will be able to: • Establish credibility as a leader.• Use techniques for asking the right questions.• Answer questions and give direction so people know what is expected.• Communicate clearly and concisely.• Break down barriers to allow for better cooperation.• Identify different communication styles in others and learn how to flex your own style to work

more closely with them.

Topics that will be covered: • What We Look for In Leaders: A Model of Superior Leadership• What Gets In the Way of Clear Communication?• The Communication Process• Common Communication Barriers:

o What Message Are You Sending?o Never Assume You Knowo Using Fuzzy Wordso Listen, Listen, Listeno Speaking Clearly

• Understanding Different Communication Styles• Where Do You Need to Focus?

Prerequisites: Leaders in organizations (managers, supervisors and team leaders) who are interested in improving their communication skills.

Competencies: Interpersonal Communications

Advanced Preparation: No advanced preparation needed.

Delivery Method: Group Live | Course Level: Basic | Duration: Full-day: 8:00 am - 4:30 pm





Supervisor Essentials This series is designed to provide critical management skills to perform duties and responsibilities required of a management member. Participants will be able to develop a clear understanding of their job responsibilities as a supervisor, gain insight into their leadership style and understand the basic skills needed to be an effective supervisor.

Each day will cover two topic modules:

Day 1:

Module 1: Cultivating Situational Leadership

• Leadership expectations of you as a supervisor• Your team's expectations• Role & responsibilities

Module 2: Communication and Your Personal Style • Communication models and assumptions• Your communication style• Recognizing the styles of others• Listening skills

Day 2:

Module 3: Implementing Effective Motivation

• Creating a motivational environment• Solving motivation problems• Principles of rewards, reinforcement, and punishment

Module 4: High-Performance Coaching

• What is coaching and why is it important?• Tips & techniques for preparing and writing coaching plans & conducting coaching

sessions• Setting better performance goals

Day 3:

Module 5: Mastering Conflict Resolution

• Recognizing the sources of conflict• Defusing negative behavior• Conflict Style Inventory: How your style contributes to the cycle of conflict in your team• The process for resolving conflicts

Day 3 (cont.):

Module 6: Personal Productivity

• Personal productivity principles• Identifying time challenges• Effectively utilizing delegation• Managing inboxes – real and electronic• Organizing your actions and your workspace

Prerequisites: Managers, supervisors and leaders in all types of workplace environments.


Competencies: Interpersonal Communications, Interpersonal Skills, Decision Making, Business Acumen, Organization, Priority Setting, Problem Solving, Performance Management, Team Management, Developing Others, Conflict Management, Motivating Others, Coaching, Diversity Awareness

Fields of Study: Personnel/HR, Communications, Production

Delivery Method: Group-Live | Course Level: Basic | Duration: 3 Full-days: 8:00 am - 4:30 pm each day





Team Building Teams have always been an essential ingredient to the success of any organization. However, building great teams is not automatic. It requires planning and ongoing efforts to get them right. Leaders must identify employee’s skill sets and assign tasks that are well suited to their strengths and abilities.

At the end of this course you will be able to: • Recognize the power of teamwork.• Choose the right people for tasks assigned.

• Understand the advantages to delegation.

• Appreciate the purpose to celebrate successes.

Topics that will be covered: • Communication and Barriers to Communication

• Dealing with Conflict within Teams

• Strategies to Improve Team Dynamics

Prerequisites: None

Advanced Preparation: There is no advance preparation needed.

Competencies: Interpersonal Communication, Team Building

Delivery Method: Group-Live | Course Level: Basic | Duration: Half -day: 8:00 am - 12:00 pm





The High EQ Leader Emotional Intelligence (EQ) is the ability to recognize and understand the feelings and emotional reactions in one’s self and others, then to use that information to build better relationships. Ultimately, better relationships translate into better workplaces and more effective organizational performance. Unlike IQ, research on EQ has found that it is possible to increase your EQ skills. Learning more about the components of EQ is a way to increase your leadership skills to understand yourself and your employees better and to learn how to translate that information into effective actions. Leaders at all levels of organizations are finding that increasing skills in leading with empathy and other core EQ components are important success factors in leading today’s workforce effectively.

At the end of this course you will be able to: • Describe the science of the brain that tells us how to act and creates/manages emotional

reactions.• Demonstrate how to deal with “hot buttons,” both your own and others.• Understand what research tells us about the relationship of EQ competency and leadership.• Demonstrate methods for avoiding emotional hijackings and leading in a way that helps

others in the workplace to avoid them.• Recognize the core EQ components in employees and how to lead them using empathy

and influential skills.• Assess yourself in nine EQ components and create a leadership action plan for increasing

your use of EQ leadership skills.

Topics that will be covered: • Self-Awareness and Self Control• Leading with Empathy• Social Expertise, Collaboration, and Conflict Resolution• Personal Influence of Yourself and Others• Knowing and Taking Action toward Purpose and Vision• Integrating EQ Competency into Your Leadership Role

Prerequisites: Leaders at all levels in the organization – team leaders, frontline supervisors, managers, project managers and executives.

Advanced Preparation: Participants will receive information to complete an EQ Profile about three weeks prior to the course date. The online profile must be completed prior to course.

Competencies: Emotional Intelligence






https://www.youtube.com/watch?v=pGJ8_MroQ8E

Train-the-Trainer Well-organized and effectively-presented training is essential to the success of every organization. The critical element in transferring knowledge is the trainer, and the trainer’s preparation and performance will make or break the training session. In this course you will learn how to engage your audience in ways that will best transfer the learning in an organized, effective, and timely manner.

At the end of this course you will be able to: • Set appropriate learning objectives.

• Organize and produce your training program.• Develop an effective mix of method and media to reach your training objectives.

• Present course content in an informative and engaging manner.

• Create synergy in the classroom and deal with distracting behaviors.

Topics that will be covered: • Setting Learning Objectives

• Adult Learning Principles• Training or Facilitating?

• Matching Instructional Methods to the Situation

• Building Participation• Developing “Platform” Skills

• Organizing and Producing Your Presentation

• Managing Challenging Participant Behaviors

Prerequisites: Individuals responsible for developing and delivering training to adults. Individuals responsible for giving lengthy and detailed presentations will also benefit from this course.

Advanced Preparation: Please bring training material or a topic that you will be presenting in the future. This can be any subject and of any length.

Competencies: Public Speaking, Written Communication, Developing Others

Delivery Method: Group-Live | Course Level: Overview | Duration: 2 Full-days: 8:00 am - 4:30 pm





Working with Difficult People There are difficult people everywhere, and everyone has to deal with them. There will always be coworkers, managers, or customers who push you over the edge. The good news is that you don’t have to be their victim. And while you can’t change difficult people, you can communicate with them in such a way they change themselves.

At the end of this course you will be able to: • Recognize the common types of difficult people and your reactions to them.• Name their behavior – then coach their behavior.

• Control yourself – make sure you are not adding to the problem.

• Break down specific 'difficult' behaviors – and respond assertively to them.• Lead them, motivate them, calm them down and do not engage in their unproductive

emotion.

• Bring out the best in your most 'difficult' people.

Topics that will be covered: • ‘Challenging’ people vs. ‘difficult’ people

• The Ten Most ‘Difficult’ Behaviors

• Understanding the Four Intents of behavior• What to do when those Intents are threatened

• How to avoid being ‘trapped’ by their behavior

• Blending and Redirecting• Listen to understand – and speak to be understood

• Have the ‘courageous conversation’ to positively influence your ‘difficult person’

Prerequisites: Individuals who must build productive working relationships with others or are dealing with difficult relationships in the workplace.


Competencies: Communication Skills, Interpersonal Agility

Delivery Method: Group-Live | Course Level: Overview | Duration: Half-day: 8:00 am - 12:00 pm





Your Role as a Supervisor New managers and supervisors are often not prepared for the challenges that come with being responsible for managing others. Succeeding in a supervisory role requires more than operational expertise – it takes understanding the expectations others have of you, learning to balance operational and personnel demands, establishing your personal credibility and authority, and creating a productive environment.

At the end of this course you will be able to: • Identify what management and your employees expect from you as a supervisor.

• Recognize specific practices that positively and negatively impact a supervisor’s successand effectiveness.

• Explain the characteristics, strengths and vulnerabilities of four basic leadership styles.

• Appropriately adjust your leadership style for different employees and situations.• Increase the frequency and ways in which you recognize and reward positive performance.

• Assess the strengths/weaknesses of your current work group environment and identifyopportunities to improve or enhance this environment.

Topics that will be covered: • Making the Transition – Supervising, Managing and Leading Others

• Starting Out on the Right Foot – Identifying Expectations• How Do Your People View You?

• Four Basic Leadership Styles

• Common Employee Types and How to Supervise Them• Creative Ways to Recognize and Reward Positive Performance

• Building a Strong “Infrastructure” – the Components of a Productive, Positive WorkEnvironment

Prerequisites: Managers, supervisors or team leaders, with direct reports, who are either transitioning into the role or have less than three years’ experience; managers/supervisors with little or no previous training.


Competencies: Team Management, Interpersonal Skills, Motivating Others






https://www.youtube.com/watch?v=yiwfEvAl6n0

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