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Career Growth Associates, Inc. Your partner for improving individual

and organizational performance

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Change Management Engagement & Inclusion Leadership Development Strategy

• Global Leadership • Remote/Virtual

L & D Strategy Performance Improvement Talent Retention

Learning & Development Organization Development

NEEDS ASSESSMENT • Organization, team, individual

DESIGN & DEVELOPMENT • Modification of Ready to Go • Custom design &

development • Language & culture

modifications DELIVERY

• WebEx • Instructor led, interactive

classroom • Coaching

• Instructor  led  classes • Instructor  led  

webinars • Ready  to  Go  courses • Custom  courses

• Interactive,  instructor  led  classes

• Ready    to  Go  courses • Custom  courses

• Pre  &  post  class  learning  activities

• Multi-­‐day  Workshops • Coaching • Custom  programs

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TABLE OF CONTENTS

Assertiveness . . . . . . . . . . 4 Goal Setting . . . . . . . . . . 4 Diversity Awareness . . . . . . . . . 4 Effective Meetings . . . . . . . . . 5 Harassment . . . . . . . . . . 5 Personal Safety (Being Safe in Unsafe Times). . . . . . . 5 Stress Management . . . . . . . . . 6 Time Management . . . . . . . . . 6 Workplace Violence . . . . . . . . . 6

Communication Business Writing . . . . . . . . . 6 Courageous Conversations . . . . . . . . 7 Communication that Build Bridges . . . . . . . 7 Listening Skills . . . . . . . . . . 7 Presentations/Public Speaking . . . . . . . . 8 Cultural Competency/Diversity Generational Challenges . . . . . . . . 8 Cross Cultural . . . . . . . . . . 8 Leading & Managing for Inclusion & Engagement . . . . . 8 Interpersonal Conflict Resolution . . . . . . . . . 9 Conflict Resolution: Manage, Mediate, Move On . . . . . . 9 Customer Relationship Management Dealing with Difficult People . . . . . . . . 10 Enhancing Workplace Relations . . . . . . . . 10 Getting Things Done When You’re Not in Charge . . . . . 10 Influencing & Negotiating . . . . . . . . 11 Relationship Management . . . . . . . . 11 Teamwork . . . . . . . . . . 11 Leadership & Management Art of Leadership . . . . . . . . . 12 Coaching . . . . . . . . . . 12 Decision Making . . . . . . . . . 12 Delegation – How To . . . . . . . . . 12 Feedback Techniques . . . . . . . . . 13 Getting Results, Not Pushback . . . . . . . . 13 Innovative Thinking . . . . . . . . . 13 Managing Projects . . . . . . . . . 13 Teambuilding: Developing High Performing Teams . . . . . 14 Personal Development Critical Thinking . . . . . . . . . . 14 Emotional Intelligence . . . . . . . . . 14 Managing Change Successfully . . . . . . . . 15 Personal Leadership . . . . . . . . . 15 Problem Solving . . . . . . . . . 15

Information  &  Knowledge  

Skill  Development  

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Career Connections . . . . . . . . . 15 Change Management . . . . . . . . . 16 Engagement & Inclusion Global Leadership . . . . . . . . . 16 Investigation

Expert Witness . . . . . . . . . 16 Investigative Techniques . . . . . . . 16 Rules of Evidence . . . . . . . . 17

Leading & Managing: Locally, Remotely, Virtually . . . . . 17 Lean Administration . . . . . . . . . 17 Persuasive Presentations . . . . . . . . 18 Problem Solving & Decision Making . . . . . . . 18 Reciprocal Thinking . . . . . . . . . 18 Strategic Thinking . . . . . . . . . 18

Skill  &  Strategy  Development  

This catalogue includes our most frequently provided learning and development programs and is designed to help you identify courses and content to address your organization’s needs. All of the courses can be customized to meet your specific objectives and to ensure application to your workplace. The descriptions and objectives provide a starting point for adapting a Ready to Go course to meet your needs. Content outlines which provide additional information about course content, the scope and sequence of activities and instructional methodology are available upon request. If you don't see what you need, our team of instructional designers can develop a program tailored to your criteria. For more information about Career Growth Associates, Inc., please visit our website www.careergrowth.com or contact us directly. It would be our pleasure to personally meet with you to discuss your needs and how we can assist you. Managing Partners Dixie L. Grow Dixie@careergrrowth.com Calvin A. Knox Calvin@careergrowth.com

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Assertiveness To be assertive requires the development of a positive attitude about oneself – self-confidence and self respect. With the right attitude, communication and influencing skills can be developed and mastered to help you accomplish your goals. People who are assertive are able to “get their point across and “get what they want” in a manner than maintains a positive working relationship with others. Assertive people accept and use constructive criticism, engage in conflict resolution and actively seek feedback and input from others. Objectives:

• Develop assertive techniques to express your needs, wants, and opinions. • Understand the relationship between self-esteem and communication style. • Define and differentiate between the fours styles of communication used to influence others. • Apply the A.S.E.R.T. technique to developing your assertiveness.

Goal Setting “If you’re not working on your goals, you’re working on someone else’s!” Successful people and organizations know where they’re going! Have you examined your goals lately – personal and professional? Take responsibility for your future success and happiness by setting your goals and taking steps to achieve them. Tools and techniques will be provided to help you identify goal setting opportunities. Practice writing SMART goals, developing strategies and creating action plans for annual business goals, short and long term career goals, and your personal goals. Objectives: • Develop goal statements. • Identify potential barriers to reaching specific goals. • Identify strategies for meeting goals. • Develop an action plan for implementing strategies. Diversity Awareness We know that the workplace is becoming more diverse, but that doesn’t mean that employees and managers are comfortable and knowledgeable about how to function in this changing environment. Understanding, appreciating and utilizing different assets and attributes of individuals is critical to workplace performance and harmony. This course will explore stereotypical beliefs and prejudices about “differences,” emphasizing those areas of most significance to your organization - race, age, gender, ethnicity, etc., in a non-threatening, educational atmosphere. Objectives: • Recognize diversity issues that impact employee, team and organizational effectiveness and

relationships. • Identify common misunderstanding or stereotypes that negatively impact both interpersonal

relationships and organizational operations and outcomes. • Identify and use effective strategies and behaviors for working as a member of a diverse work team. • Identify the benefits of a diverse work team/organization to individual employees, the work

team/organization and to the clients. • Demonstrate effective modeling and mentoring behaviors in the areas of communication and

interpersonal relations.

Information  &  Knowledge  

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Effective Meetings Meetings require a lot of time and effort for both the planner and participants. Typical meeting “mistakes” can be avoided with appropriate meeting management techniques. Learn how to plan, conduct, and participate in an effective meeting that gets results in the shortest amount of time possible. Adapt your meeting processes based on their format: in person, telephone conference, virtual, video conference. Techniques for managing typical meeting “problems” will be practiced. Objectives: • Plan and organize meetings based on goals, timelines, and participant needs. • Develop and follow agendas, group guidelines, and decision-making processes. • Conduct meetings that are time efficient and produce results. • Facilitate group discussion, conflict and decision-making. • Utilize techniques for handling difficult participants and situations. Harassment Harassment programs are designed for organizations who want to provide more than a compliance based program - for organizations striving to create a positive work environment for all employees, as well as inform employees about existing laws and organizational policy. All employees need to understand the organization’s policy on discriminatory harassment and what harassment “really is” based on the on-going modifications in its definition by the courts. These programs are designed to cover both federal and state statutes and your organization’s policies. The employee program focuses on understanding: 1) how to personally handle harassing and/or bullying situations, 2) how to evaluate and monitor your own behavior to assure that it is appropriate for the workplace, and 3) how the organization will investigate and respond to accusations of harassment and bullying. The manager program also includes the role and responsibilities of managers in being aware of employee behaviors and their role in responding to accusations of harassment and bullying, investigating incidents and preparing reports. • Discriminatory Harassment • Hostile Work Environment • Workplace Bullying Personal Safety (Being Safe in Unsafe Times) We are regularly reminded that the world we live in is becoming increasingly more perilous. Danger lurks in our workplaces and our communities. While there is nothing we can do to predict episodes of random violence, there are things that we can do to help protect ourselves and others in the event of such an act. This program provides critical insights into behaviors that trigger violence, as well as tips and strategies for what to do in the event of a catastrophic act of violence. The program covers mental attitude and preparedness, the role and impact of the Equity Theory, concealment and cover, potential violence indicators, and tips for improving personal safety in our daily lives. Learn how to recognize and identify potentially threatening situations at work and how to act appropriately. Objectives: • Take the necessary steps to defuse inflammatory situations. • Reduce stress levels by creating a sense of safety and preparedness. • Apply the concepts outside of the workplace.

Stress Management Do you feel as if your life is spiraling out of control? Can’t seem to get a handle on everyday problems and issues? Do you feel overwhelmed by all of the stress in your life? This course takes an innovative approach to addressing stress by focusing on specific techniques and strategies for reducing the level of stress in your life and managing stress related behaviors. Various stress reducing techniques will be introduced and practiced during the session and you will leave with an action plan for initiating the kind of behavior modification necessary for reducing your stress and regaining control of your life. Objectives: • Identify the stressors in your work and personal life. • Recognize the systems of stress in yourself and others. • Develop techniques for handling stress. • Practice relaxation techniques to reduce stress.

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Time Management This program provides the techniques and tools to help make the most of every hour and increase personal effectiveness and workplace performance. Learn to control your time and accomplish tasks while making progress toward your personal and professional goals. Learn the importance of identifying personal and work-related values and how to set priorities and schedules accordingly. Objectives: • Understand the relationship between event control, proactive behavior and self-esteem. • Identify effective work behaviors. • Control interruptions and procrastination. • Prioritize daily tasks. • Identify personal values, goals and objectives. Workplace Violence The news reminds us of the potential for violence in all aspects of our lives, including the workplace. The tendency for people to have an “it won’t happen to me” attitude is extremely dangerous, particularly for employees involved in regulatory and monitoring types of work or work that takes them “outside” of the office and into the community. This program will increase individual awareness of potential danger, help employees recognize “danger signs” and teach employees how to respond in various situations. Objectives: • Understand the nature and scope of violence in the workplace. • Examine the relationships of workplace violence to organizational culture, management styles, stress

and change. • Identify environmental and behavioral patterns that can be warning signs. • Describe the profiles of potentially violent persons. • Identify the roles and responsibilities of managers in preventing and addressing workplace violence. • Develop policies and practices to address employee safety in all work environments, especially field

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Communications Business Writing Written communications impact workplace productivity and efficiency and reflect upon our individual and organizational image. Writing that is boring, repetitive, negative, and poorly organized may cause readers to lose interest and not respond - or respond inappropriately. Review correct grammar and punctuation, learn how to organize content for a letter, memo, e-mail, and report. Make sure that you communicate your message clearly and correctly and that it appeals to the reader's interests and needs. This class provides in-class writing exercises to develop and refine your writing skills. Objectives: • Create organized paragraphs and effective transitions in all memos, letters, and reports. • Eliminate clichés, redundant expressions, and sexist language so that your writing is both expressive

and uncluttered. • Review and refine basic grammar and writing rules. • Express your thoughts and emotions sincerely and honestly while maintaining a diplomatic tone.

throughout all of your business correspondence.

Skill  Development  

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Courageous Conversations There are some conversations that are more important than others – the issue is critical, the stakes are high and the situation is often packed with emotion. Learn to engage, not avoid these critical conversations. Address important issues that impact your organizational success and also your on-going relationships with colleagues by learning communication techniques that are based on sharing information and examining alternatives. Objectives: • Identify the “markers” of a critical conversation. • Overcome the “fight” or “flight” responses. • Create dialogue skills that result in non-threatening conversation. • Practice effective listening and questioning skills. Communication that Build Bridges Communicating effectively is a greater challenge than most of us recognize. The majority of workplace problems are due to communication, or lack of! It's not that people don't communicate, but that we communicate in different ways, with different styles and usually with many assumptions about the receiver’s ability to decode our message - the spoken and unspoken. This program focuses on understanding the communication process and individual styles. Barriers to effective communication are examined and techniques are practiced for communicating one-on-one, during meetings, and in small groups Objectives: • Identify the components of effective verbal communications. • Recognize the barriers to effective communications in the workplace. • Develop techniques for communicating one-on-one, during meetings and small group presentations. • Develop effective strategies for solving communication problems. • Avoid behaviors that are roadblocks to effective communication. Listening Skills Our mind is capable of processing information faster than others can speak. So, we can easily be distracted from listening. Skilled listeners are able to discipline their minds to stay focused on listening to understand another person. Many people, preferring to be speakers rather than listeners, mainly listen for an opportunity to become the speaker and present their point of view! Fortunately, there is a way to improve our listening abilities. Through a series of assessment activities, participants will identify their listening strengths and weaknesses. The five elements of listening are discussed and the skills needed for each element are practiced through a variety of listening exercises. Objectives: • Assess individual listening, understanding and responding strengths and weaknesses. • Understand the factors that influence listening. • Demonstrate “active listening” skills. • Identify the barriers to effective listening. • Identify ways to help others listen to you.

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Presentation & Public Speaking Skills Public speaking is most peoples' greatest fear! This program will address all of the planning and organizational steps required to prepare a presentation by providing checklists, planning tools and the opportunity to plan and deliver a presentation. Presentation techniques and skills needed for different types of presentations will be demonstrated. Participants will have several opportunities to practice and demonstrate their skills while being video taped. Through practice and immediate feedback, skills can be enhanced and individual confidence will grow. Objectives: • Identify the preparation and performance requirements of an effective presentation. • Demonstrate effective vocal control and modulation, visual signaling, and body language. • Identify personal apprehensions about presentations and develop effective “fear management”

strategies. • Understand the unique characteristics of adults and how they listen and process information. • Prepare and use visual aids. Cultural Competency/Diversity Generational Challenges As the Boomers start to exit the workforce, the members of Generation X and the Millennials who replace them will share few of the Boomer traits. What can your organization do to modify its culture and practices to attract, keep and maximize the skills of this newest generation of workers – the Millennials, and transfer the knowledge of the Boomers to the younger generations? Are managers prepared to empower Millennials with their cutting edge skills? How can Boomers mentor Gen X and continue to contribute and feel valuable? Can managers “change” and accept the different work values and habits of each group? Managers will learn techniques for communicating, motivating, and coaching each generation Objectives: • Identify the challenges and opportunities that each generation brings to an organization. • Recognize the expectations, behaviors, values, attitudes and work habits that are typical for each

generation. • Identify the most common areas of conflict among the generations and how to resolve them. • Review the “best practices” of organizations that have successfully modified their organizational

culture to include all generations. • Develop interpersonal skills for working with and/or managing across the generation gap. Cross Cultural Skills Culture influences all aspects of business and social life. Understanding the reasons for certain behaviors, attitudes, and values can help build a foundation for establishing a successful business relationship. Communicating, problem solving, handling conflict, making decisions are just a few examples of everyday workplace events that are significantly impacted by culture. This program will provide you with basic tools for interacting with colleagues and clients from different cultures. Objectives: • Recognize your cultural style and how it is similar and different from other culture. • Understand the five dimensions of culture that impact intercultural interactions and how to

accommodate them. • Apply a four step process to becoming culturally competent: desire, awareness, knowledge, skills. • Develop your cross-cultural communication, interpersonal, and problem solving skills.

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Leading and Managing for Inclusion & Engagement A diverse workforce creates both opportunity and challenge for the organization and its leaders. The “business case” benefits for a diverse workforce are easy to understand – but implementing new organizational strategies for including and engaging employees from a variety of backgrounds is more difficult. Likewise, leading and managing a diverse workforce requires additional knowledge and skills for leaders at all levels. More than ever before, managers are being challenged to recruit, hire, motivate, coach, mentor, develop, evaluate, and retain “diverse talent.” This program will examine: 1) traditional diversity strategies and the “cost” of continuing them; 2) best practices for engaging a diverse workforce; and 3) individual skills for managing and leading a diverse team. Objectives: • Identify the specific leadership issues and challenges that are driven by diversity related issues and

their impact on the organization. • Understand personal biases and their impact on the functioning of a diverse work team. • Understand and demonstrate the management behaviors and skills required to effectively supervise

and lead a diverse workforce. • Identify the benefits of a diverse workforce. • Recognize the impact that diversity related issues can have on discretionary effort. • Apply the skills needed to manage a diverse work team with an emphasis on hiring and retention,

coaching and mentoring, and performance management. Interpersonal Conflict Resolution This course presents conflict as a natural occurrence that is made positive or negative by the input provided by the participants involved in the conflict. Conflict doesn’t have to be “ugly!” Conflict Resolution examines the roles that we play in conflict, discusses the reasons why individuals get upset, and provides you with the tools to successfully navigate your way through these difficult experiences. In addition to identifying and defining the various sources of conflict, you will also learn which of the five conflict resolution styles you most frequently use, when and how to use all five styles, and the AEIOU conflict resolution technique. Objectives: • Recognize the positive and negative characteristics of conflict. • Recognize the various sources of conflict in your life and why they occur. • Use different conflict resolution styles. • Identify your “preferred” conflict resolution style. • Use the AEIOU Conflict Resolution Technique.

Conflict Resolution: Manage, Mediate, Move on If you occasionally find yourself involved as a ”third party” in a conflict (not the two combatants!) this course will help you assist in the conflict resolution. If your personality and relationship with co-workers often result in you being “involved” in their conflicts, this course will help you mediate. Or, as a manager you may need to assist in conflict resolution between and among employees. Participants will develop skills for handling personal and work conflict, develop mediation skills for helping others to resolve conflicts, and learn how to end the conflict and return to “normal.” Case studies and role-plays of typical work and personal situations will be included. Objectives: • Develop skills for mediating others’ conflicts. • Reduce the amount of time spent in conflict resolution. • Learn how to manage conflict resolution and maintain positive relationships. • Identify when conflict requires professional intervention.

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Customer Relationship Management There’s a difference between providing a customer with quality service during a transaction and creating a long-term relationship with a customer. This course reviews customer service basics, such as moments of Truth, and identifies the strategies and steps for developing and maintaining positive, sustainable relationships. Learn what it takes to create a “partnership” with any customer, external or internal, and to exceed their expectations. Explore the techniques for relationship management between individuals as well as between work groups and departments. Objectives: • Identify “what” all customers want and expect. • Use constructive confrontation to deal with conflict and strengthen relations. • Demonstrate empathic listening skills • Demonstrate positive communication skills and processes when interacting face to face, e-mail, and

phone. Dealing with Difficult People Difficult people cost us a lot! Not only in terms of lost time and productivity, but more importantly they can cause you to lose your mind (or at least make you feel like you will anyway). But there is something you can do. This course presents ways to manage difficult behavior and reduce it or eliminate it altogether. It also provides constructive solutions to performance and interpersonal problems-whether with a co-worker, employee or boss-that makes everyone’s life more difficult than it needs to be. Objectives: • Recognize the “telltale” characteristics and traits of ten types of difficult people. • Understand the motivation and rationale behind their behaviors. • Develop specific communication techniques for handling difficult people. • Apply conflict resolution skills to avoid conflict escalation. • Recognize when and how to avoid, redirect and confront difficult people. Enhancing Workplace Relations In today’s fast paced workplace, the ability to create and maintain “good” working relationships with clients, customers, co-workers, supervisors and outside vendors is critical. Being “good” at one’s job includes doing one’s work tasks well and demonstrating appropriate interpersonal skills. This program will help participants identify and demonstrate the attitudes and behaviors needed to develop and maintain positive relationships in the workplace. Objectives: • Recognize the dual job responsibilities of performing specific tasks and maintaining positive

relationships with internal and external customers • Develop skills for listening and responding to challenging customers and coworkers in a professional,

respectful manner • Identify and understand the expectations of “customers” • Develop appropriate responses to challenging people • Develop skills for avoiding and diffusing conflict Getting Things Done (When You’re Not in Charge) In today’s workplace, our success is often directly related to our ability to get results by working with others - by getting information, support, timely decisions, etc. Learn techniques and behaviors to gain the support of others when you are not in a position of authority. Eliminate behaviors that are known to cause resistance. Develop your influencing skills and relationship building techniques. Objectives: • Identify the WIIFM (What’s In It For Me?). • Select an appropriate strategy for getting the response you need. • Avoid common mistakes: assumptions, verbal harassment, bribery, threats. • Demonstrate trust building behaviors.

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Influencing and Negotiating Skills Negotiating is an everyday activity as we try to influence others! This program helps participants “influence/negotiate” the everyday issues in the workplace as well as some of the common negotiation tasks, such as deadlines, assignments, costs, etc. Participants engage in several negotiation exercises to identify their approach to negotiating, their strengths and weaknesses as negotiators, and their attitudes and beliefs about negotiating and the assumed “rules.” Participants will also have a chance to practice new negotiation styles and learn how to recognize and respond to various negotiation tactics. Objectives: • Identify several different approaches to negotiations • Increase skills and understanding of the mechanics of negotiations • Develop appropriate strategies for negotiating activities • Identify individual styles of negotiation • Recognize how one’s style is perceived and used by others Relationship Management Managing relationships with people - managers, co-workers, customers and suppliers – is more complicated that managing tasks. There are the challenges of dealing with people indirectly through technology rather than face to face. In a diverse work environment, there are challenges due to differences in language, culture, experience and values that can result in misunderstandings and conflict. This class will help you develop skills for handling a variety of relationships that will result in improved performance and less stress. Objectives: • Recognize the dual responsibilities of performing specific tasks and maintaining positive relationships

with internal and external customers. • Identify and address individual’s needs by avoiding the traps of stereotyping and personal bias. • View situations from the other person’s point of view. • Utilize techniques and processes that build rapport and trust Teamwork A critical skill for everyone, being an effective team member, requires a unique set of skills and an understanding of group dynamics and how “teams” actually work. This highly interactive course will allow you to experience a variety of team activities that help you recognize your strengths and weaknesses as a team member. Objectives: • Demonstrate the characteristics and behaviors of effective team members. • Maximize the skills and knowledge of team members. • Identify specific procedures, practices and functions that promote and support effective team

development and performance. • Establish and follow team guidelines. • Understand the stages of team development. • Recognize the barriers to building effective teams and identify trategies for overcoming those

obstacles

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Leadership & Management Art of Leadership Leadership skills are needed at all levels in the organization and are quite unique and different from management skills. Leadership is the catalyst for action, which makes the difference between success and failure. An organization needs leadership to grow, advance and succeed! This class explores the essential skills of leadership and the critical characteristics of a leader. A self-assessment tool helps identify individual strengths and opportunities for improvement. Objectives: • Identify and develop essential leadership skills. • Define and understand the leader’s role in successful work teams. • Evaluate current leadership skills and identify areas for improvement. • Develop a specific action plan for improving leadership skills. • Identify skills needed to effectively coach and mentor team members. Coaching Coaching is the pathway for multiplying your effectiveness through others and for getting the best out of people’s performance. When your employees are performing effectively, you as a manager are doing your job! Through informal and formal coaching discussions, participants will be exposed to the methods used in building trusting relationships with employees, essential communication skills and basic characteristics of a coach. Creating coaching expectations and guidelines will also be addressed. Objectives: • Effectively communicate observations, criticisms and positive reinforcement. • Manage and guide the performance of others. • Identify and apply essential performance factors. • Use different types of coaching discussions. • Apply motivation principles during coaching. • Use listening skills and questioning skills. • Identify roadblocks to coaching. Decision-Making Decision making is a daunting task. Under the best of circumstances, your decisions may leave someone unhappy or disgruntled. As a result, our challenge is to make the very best decisions that we can. This course will provide you with the tools to formulate sound decisions for yourself and/or with a team. Explore the unique dynamics of group decision making which include such behaviors as hidden agendas, alliances, non-participation, and passive-aggressive behavior. This course will provide you with a thorough examination of various types of individual and group decision-making methods and will take you through, step-by-step, a proven seven step process for making individual and group decisions Objectives: • Determine you decision making style. • Select and utilize various group decision-making methods. • Facilitate group decision- making methods. • Manage the decision making process in a time efficient manner. How to Delegate One of the most difficult tasks of many managers is the ability and willingness to delegate tasks and responsibility rather than “do it yourself.” You will learn how to identify appropriate tasks to delegate, who to assign them to and how to provide support while relinquishing some control. Objectives: • Understand the relationship between task and responsibility delegation. • Recognize the benefits of delegation to both parties and the organization. • Develop criteria for determining what tasks should be delegated. • Develop criteria for matching task to employee. • Develop procedures for monitoring and evaluating delegated tasks.

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Feedback Techniques Giving and receiving feedback is a critical skill for individual and organizational improvement. Learn critical communication skills and relationship skills that are the foundation for effectively utilizing feedback techniques. The IDEAL Model for providing feedback will be practiced for application to a variety of situations. In addition, skills for asking for and responding to feedback will be practiced. Objectives: • Determine when and how to offer feedback. • Create an environment that promotes open and direct communication. • Use techniques, tools and language which support effective feedback and maintain a positive

relationship. • Develop a positive mindset for receiving and utilizing feedback. Getting Results - Not Pushback “Getting results” is the primary job of any supervisor or manager – getting associates to perform their tasks in a timely manner and produce quality results. There are a number of reasons why you can end up with “push back” rather than results. This course will help you identify the various causes for pushback – overt and covert actions that employees use that impede progress – and various tactics you can utilize to redirect their efforts without alienating them. Objectives: • Recognize the “motivation” behind pushback. • Understand how a strong command and control style of management often encourages pushback. • Practice empowering tactics of managing and leading others that will get “buy in” from employees. • Utilize processes and behaviors that will build trust rather than resistance. Innovative Thinking Most of us would claim that we are not very creative. We have been conditioned into valuing logic and reason rather than intuition and creativity. “We’ve never done it like that,” “It won’t work here,” “We’re doing alright without it,” “That doesn’t sound very practical,” are just a few examples of the mind-limiting phrases we hear everyday. So, how do we break out of these ruts? To be innovative thinkers we need to follow a different pattern of thinking. In Innovative Thinking participants will learn how to ‘think out of the box” and change their pattern of thinking. Learners will be exposed to and will participate in activities to develop creative thinking, offer new approaches to problem solving and develop approaches to problems that may not respond to traditional problem-solving methods. Objectives: • Develop innovative thinking skills • Learn new techniques for solving problems and generating ideas • Overcome creativity blocks • Learn the attitudes necessary to creative functioning • Transform good ideas into useful solutions • Develop approaches to problems that will not respond to traditional problem-solving methods Managing Projects Managing projects is a key professional skill that ensures the successful, on time completion of projects and all of the related tasks. The Project Management Challenge tool will introduce the four Phases of Project Management and the twenty two potential steps. The Project Management Model will help you manage and control projects by applying a planning and management process that will improve information management and sharing, task scheduling, task tracking, and task assignment. Objectives: • Use a Four Phase Project Management Model. • Identify the roles and responsibilities of project team members. • Use project management tools for planning and managing project activities. • Address project constraints and risks.

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Teambuilding: Developing High Performing Teams It takes a lot of work to turn a group of people into a team. This course will help managers, supervisors and team leaders create high performing work teams. In addition to understanding all of the basics of team development and team dynamics, participants will develop personal attitudes and skills for being role models to team members and identify and address organizational processes, systems, policies and practices that support teamwork. Inventories and checklists for determining organizational “readiness,” types of team structures in place, leadership and member skill requirements will be discussed. Objectives: • Identify appropriate issues/assignments for team involvement • Demonstrate appropriate leadership and management behaviors • Understand the stages of team development • Identify individual and organizational areas of strengths and areas in need of improvement Personal Development Critical Thinking Critical thinking, also called analytical thinking, logical thinking and “common sense” is a combination of many ways of thinking and behaving that are required for leaders and managers in problem solving and decision making roles. This course will help develop critical thinking skills related to asking appropriate questions, gathering relevant information, efficiently and creatively sorting through this information, reasoning logically from this information, and coming to reliable and trustworthy conclusions. A variety of activities and exercises will engage the learner in recognizing their current thinking habits and provide opportunities to practice critical thinking skills. Objectives: • Develop the six thinking skills related to critical thinking. • Recognize and avoid critical thinking mistakes. • Enhance perception and observation skills.. • Avoid making assumptions. • Distinguish between fact, opinion, and belief.

Emotional Intelligence Being able to recognize and manage our feelings and those of others is key to our daily interactions with customers and co-workers. Learn about the four foundation skills of EQ and assess yourself on your level of competency. This class will help you boost your EQ by challenging your current “thinking” patterns – barriers to high EQ. Then, you can begin to identify specific behavior changes that would improve your EQ. Objectives: • Assess your EQ. • Understand the EQ Conceptual Model and four key competencies and apply them to improving your

EQ. • Understand the relationship between IQ and EQ.

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Managing Change Successfully We are constantly adjusting to a shifting environment. Not only is change continuing to happen, but the rate of change is increasing and will continue to increase. This class is designed to help individuals cope with the many changes occurring in their work and personal lives. Inventories help individuals identify past and on-going changes and how they managed them. Techniques are practiced for re-framing one's approach to change by understanding the dynamics of change, the change cycle, and the stages for dealing with personal change. Objectives: • Understand the reasons organizations change and the benefits of those changes to the individual,

the work unit, the department and/or the organization. • Understand the characteristics of change, the stages of the change cycle, and individual reactions to

change. • Recognize the different roles that individuals adopt during change. • Develop positive attitudes and behaviors for handling change. Personal Leadership Personal Leadership focuses on developing leadership qualities, regardless of your position within the organization. Everyone “leads” in certain situations either due to circumstances or the inner desire to “take charge.” What’s the difference in being perceived as a “leader” rather than a “bully” or a “wimp?” This class will provide tools and information for: evaluating your leadership potential, understanding the characteristics of empowering leaders, and developing basic skills. Objectives: • Enhance your overall effectiveness as a leader. • Identify your leadership qualities and characteristics. • Identify opportunities for developing leadership skills Problem Solving Effective problem solving involves people working together to determine the problem and identify solutions. The key ingredient to organizational problem solving is engaging the "right people" with the appropriate skills, in a structured problem solving process. Various problem solving models are presented along with guidelines for selecting the appropriate method for a particular type of problem. Tips for recognizing and interpreting problem symptoms before they become critical are presented. Objectives: • Understand the difference between problem solving and decision-making • Understand the challenges and opportunities of group problem solving • Utilize a five-step problem solving process • Demonstrate specific skills and techniques related to group problem solving

Career Connections Career Connections is customized to integrate and align with your organization’s existing human resource development programs and processes and organizational development efforts, such as building a competitive workforce and re-engineering efforts. The outcome of Career Connections is the retention and improved productivity of motivated, focused employees .This human capital asset management strategy is designed to enhance the investment in professional talent by addressing organizational goals related to: • Engagement, commitment, satisfaction • Performance improvement • Talent retention • Knowledge transfer and succession planning • Career planning and management for top talent

Skill  &  Strategy  Development  

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Change Management Leading and managing change requires comprehensive strategies for communicating with and engaging employees at all levels – with a sense of urgency and commitment. This multi-faceted program will develop the leadership and management skills required as well as help the leadership team design a strategy and action plan for successful change implementation. Engagement & Inclusion The challenges and opportunities related to a diverse workforce and consumer group require specific organizational strategies and an expanded skill set for all employees. Through a focused process with senior leadership, a strategy and development program is designed to remove the roadblocks to inclusion and expand the capabilities of employees at all levels. In addition to assessment and senior level discussions, customized courses and best practices can be provided. Global Leadership This series of courses develops leadership skills for: • demonstrating cultural competency in communications and interpersonal relationships • leading and managing a multi-cultural workforce • engaging in short term and long term global projects and assignments, Courses focus on how to adapt one’s “leadership style” to demonstrate cultural competency in such areas as: communication, conflict resolution, motivation, delegation, problem solving, decision making, etc. The ability to adapt and connect within a global environment will be critical to leaders at all levels. These courses can be customized to build upon your existing leadership development approach or designed to replace your traditional programs, Investigative Practices and Procedures Expert Witness This program is designed to help internal investigators and other employees improve their ability to provide competent, credible testimony in courtroom proceedings or other types of hearings. Included in the program are helpful tips and pertinent information on such topics as admissible and inadmissible evidence, hearsay rules, demonstrating trustworthiness, and how to respond under cross-examination. Objectives: • Understand and demonstrate appropriate behavior on the witness stand • Identify and demonstrate the appropriate skills for being an expert witness • Identify and understand the tactics used in cross-examination and their impact on testimony • Recognize and apply the rules of responsibility for a witness • Identify the differences in testimony settings and their impact on the type of testimony given Investigative Techniques and Procedures This program provides investigators in non-criminal investigations with the tools necessary to successfully complete an investigation from start to closure. Included in the course content will be information on such topics as effective interviewing techniques, preparing and delivery of court room testimony, rules of evidence, rules and ethics for the conduct of an investigation, field notes, report writing, and case management. Objectives: • Understand and define the role of the interview as an information-gathering tool in an investigation • Understand and demonstrate appropriate procedures for handling evidence • Recognize and define the steps for conducting a thorough investigation • Identify the proper methods for writing and preserving field notes • Identify the correct procedures for managing and controlling cases

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Rules of Evidence This program is for investigators in non-criminal investigations. The focus of the training is on case analysis, identification of the legal basis for investigations and inspections, preparation and delivery of search warrants, legal issues and requirements, court room preparation, and administrative hearings. Objectives: • Identify and define the legal basis for investigation and inspection to analyze cases. • Identify the legal requirements for a search warrant and be able to prepare a warrant on that basis. • Identify the appropriate content and prepare cases for court and administrative hearings. • Understand the chain of custody and its role in the identification, packaging, and transportation of

evidence. • Identify and demonstrate the appropriate procedures for handling documents. Leading & Managing: Locally, Remotely, Virtually The reality of a global workforce linked through technology but separated by time, distance and culture requires additional leadership and management competencies. This program will help leaders enhance their knowledge and skills for working with various types of teams who are managed locally, remotely, and/or virtually. Based on individual needs and circumstances, leaders will have an opportunity to select those “best practices” that will work for them, identify additional training needs for themselves and their teams, and develop an action plan for increasing their effectiveness. Objectives: • Apply “best practices” to increasing team performance – locally, remotely, virtually. • Demonstrate the characteristics of an effective team leader and member. • Build a high performing team by maximizing the skills and knowledge of team members. • Improve teamwork through enhanced relationship and task management. • Apply appropriate technology and process tools to team activities. Identify learning and development

needs for yourself and your team(s). • Utilize references and support materials for on-going development . Lean Administration This course is designed to introduce the philosophy of lean to the office environment. Lean is a work place methodology that was born out of the Toyota Production System, and today exists as the standard for process improvement not only in automotive manufacturing but in healthcare, food processing, and just about any industry that seeks operational improvement. Today, the methodology has found its use within office operations as well. This session will describe lean manufacturing principles and show examples as to why the philosophy is applicable to the operations within an office. A focus in this session is to challenge an individual’s (and a company’s) view of how work is done in comparison to a lean organization. Individuals will complete an assessment on their beliefs as to where their organization is in practicing lean principles. Objectives: • Understand the history and origins of Lean. • Identify how Lean manufacturing principles are applied to an office setting. • Recognize the resistance factors to implementing Lean. • Apply Lean assessment tools and processes.

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Persuasive Presentations In todays’ workplace, the ability to “sell” ideas, proposals, and changes is critical to you success as a leader. The ability to craft a persuasive argument for one person or an auditorium full of people requires specific knowledge and skills. This course will focus on how to prepare and deliver presentations, how to manage the questions, objections and comments of others, and how to get agreement and support. You will have the opportunity to practice your presentations which will be recorded for your review and critique. Objectives: • Apply a proven formula for designing persuasive presentations. • Practice delivery and platform skills, vocal control, and the use of visual aids. • Demonstrate effective techniques for engaging and managing the audience. • Create professional PowerPoint slides. Problem Solving & Decision Making Problem Solving is an on-going challenge in today’s business environment. Being able to identify and respond quickly to problems in a methodical, efficient manner as an individual and as part of a team is critical. Throughout the problem solving process, there are points where decisions need to be made.. Learn and apply a five step problem solving model to case studies and your “real” problems! Objectives: • Understand the relationship between critical thinking, problem solving and decision making. • Develop observation and questioning skills to determine root causes of problems. • Practice innovative thinking techniques for identifying potential solutions. • Utilize various techniques for evaluating potential solutions. • Develop Action Plans for solutions. Reciprocal Thinking Most successful managers are highly skilled at critical thinking. They spend most of their time determining and deciding “how” to do things. The opportunities for determining “what” to do and for improving “how” things get done are not as abundant and, as a result, those skills are sometimes not as well defined as we would like. This courses examines the correlation and interactions between strategic, critical, and creative thinking and helps individuals improve their competence and performance in all three areas. The goal of Reciprocal Thinking is to provide successful managers with the thinking tools they need to achieve both individual and organizational brand differentiation in today’s competitive arena. Objectives: • Assess individual skills in the areas of strategic, critical, and creative thinking. • Examine the reciprocal relationships and interactions between strategic, critical, and creative thinking

and their role in establishing brand differential. • Learn group creative thinking techniques for solving problems and generating ideas. • Identify strategic opportunities within your tactical responsibilities. • Learn to balance short-term tactical needs with long-term strategic goals. Strategic Thinking Organizations that are both nimble enough to respond to changes and insightful enough to anticipate those changes, are the ones that will survive. This program will provide leaders and managers, long accustomed to tactical thinking, with the tools and skills they need to think strategically. The strategic thinking triad of Insight, Allocation, and Execution and the tools associated with each of those three disciplines are the means by which leaders and managers will be able to effectively forge brand differentiation and sustain competitive advantage. Objectives: • Understand the difference between strategic and tactical thinking. • Use a variety of strategic tools – SWOT, PEST, SCAMPER. • Apply the elements of the Strategic Dashboard to decision making. • Demonstrate strategic thinking skills.