A reference catalog for all of your business needs

WAUKESHA COUNTY TECHNICAL COLLEGE

SOLUTIONSTRAINING

CUSTOMIZED TRAINING

ASSESSMENTSCONSULTING

WORKSHOPS

COACHING

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The Center for Business Performance Solutions (CBPS) is a division of Waukesha County Technical College (WCTC).

WCTC provides accessible career and technical education to strengthen our community through lifelong learning. CBPS serves as a conduit connecting the resources of the college with the needs of employers and workers to enhance economic growth in our region.

We partner closely with you to determine the root cause of your business challenges. It’s what enables us to design, develop, implement, and deliver training program solutions that are relevant, innovative, high-quality, educationally-sound, affordable, effective, and sustainable. Whether we work together through contract training, consulting services, or public workshops, our goal is to help you enhance employee skills, productivity, morale, and increase your organization’s performance and profitability for a solid return on your training investment.

COMMITTED TO YOUR BUSINESS SUCCESS FROM CONCEPT TO GLOBALIZATION

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Our advantageThrough our vision, leadership, and proven results over nearly 30 years, the experts at CBPS have developed a reputation as trusted training partners for hundreds of high-performing organizations and their employees.

In just the past five years, over 27,000 workers from more than 1,200 employers have advanced their knowledge, skills, and performance through training provided by CBPS. Nearly 96 percent of program participants indicate high satisfaction and likelihood of returning for future training.

We invite you to join them.

Contract Training Customizable to meet your unique employee development goals. Relevant and outcome proven range of topics from technical skills to leadership development. Taught by experts with industry experience. Delivered when you need it, where you desire.

Consulting ServicesTap into our experts for unbiased, collaborative assistance and strategic conversation to support your business and operational goals.

AssessmentsUse our proven tools to gauge your organization’s training needs and individuals’ skill, and aptitudes at pre-hire, pre-promotion, and pre- or post-training. Public WorkshopsA cost-effective option for a single employee or small group training.

GrantsAccess Workforce Advancement Training (WAT) grants. Designed to support advancement of employees and organizational efficiency through training services provided by your local technical college.

Optimizing your training return-on-investmentThere is increasing evidence that investments made in employee development lead to as much as a 38 percent marginal return-on-investment (ROI), and that ongoing training maintains benefits and may lead to greater savings as a result of increased employee satisfaction and retention, improved processes, enhanced customer service, and innovation. Successful organizations do not reach and maintain excellence by chance; they strategize, plan, and support every aspect of their business model. The ability of these organizations to maintain excellence is based upon the weakest link. With changing technology, increased global connectivity, and demands for a knowledgeable, skilled, and flexible workforce, successful organizations have discovered the value of ongoing strategic employee training programs.

The key to achieving long-term success is maintaining skilled talent in alignment with organizational strategy and goals – a task that has become more and more challenging in an increasing global, technologically dependent world.

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CONTINUOUS IMPROVEMENT METHODOLOGY AND PRACTICE 5S/Visual Workplace ........................................................... 6 Fundamentals of Exporting ................................................ 6 Fundamentals of Importing ................................................. 6 Just-in-time Management Statistical Process Control (JIT/SPC) ......................................................................... 6 KAIZEN Principles and Practices........................................ 6 Lean Accounting ................................................................. 6 Lean Manufacturing ............................................................ 7 Lean Practices in Health Care ............................................ 7 Lean Problem-Solving and Process Improvement in Health Care .................................................................. 7 Lean Six Sigma Black Belt .................................................. 7 Lean Six Sigma Green Belt................................................. 7 Principles of Lean ............................................................... 8 Problem-solving and Decision Making: Identifying and Removing Barriers to Success ................ 8 Strategic Organizational Management Alignment (SOMA) ............................................................................. 8 Value Stream Mapping ........................................................ 8 Value Stream Mapping for Health Care .............................. 8 Workplace Organization for Health Care and Office ........... 8

CORE SKILLS FOR WORKFORCE EFFECTIVENESS Advanced Time Management ............................................. 9 Basics of Finance & Cash Flow .......................................... 9 Business Writing for Results ............................................... 9 Communication ................................................................... 9 Effective Meetings ............................................................... 9 Ethics in the Workplace ...................................................... 9 Expressing Yourself: Presenting Your Thoughts and Concerns ....................... 10 Follow Directions................................................................ 10 Generational Differences ................................................... 10 Learning in a Knowledge Economy ................................... 10 Listen Effectively ................................................................ 10 Proactive Listening............................................................. 11 Problem Solving ................................................................. 11 Reframing Conflict ............................................................. 11 The Art of Conversation ..................................................... 11 Think Critically .................................................................... 11 Work Cooperatively in Teams ............................................ 11 Work Productively .............................................................. 11

HUMAN RESOURCE EFFECTIVENESS Building Effective Mentoring Programs .............................. 12 Enhancing Performance and Cohesion: The Role of the Mentor ................................................... 12 Guarding Against Discrimination in the Workplace ............ 12 Handling Employee Complaints ......................................... 12 Managing Your Talent ........................................................ 13 Onboarding New Employees ............................................. 13 Succession Planning.......................................................... 13 Talent Management Strategies in a Competitive Market ... 13 Train the Trainer ................................................................. 13

MANAGEMENT / LEADERSHIP Accelerating Leadership Development ............................. 14 Accountability that Works ................................................... 14 Achieve Your Leadership Potential .................................... 14 Appreciative Inquiry ........................................................... 14 Basic Principles of a Collaborative Workplace ................... 14 Becoming an Effective Leader of Front-line Managers ...... 14 Building the “Right” Team ................................................... 15 Coaching: Bring Out the Best in Others ............................. 15 Communicate Effectively ................................................... 15 Compelling Elevator Speeches .......................................... 15 Competencies for New and Prospective Leaders .............. 15 Dealing with Difficult Individuals and Situations ................ 16 Decision Making Accuracy ................................................. 16 Employee Engagement – The Direct Leader’s Role .......... 16 Essential Conversations .................................................... 16 Extraordinary Leader ......................................................... 16 Finance and Cash Flow for Non-finance Managers........... 16 Foundational Leadership Development ............................. 17 Giving and Receiving Feedback ........................................ 17 Human Dynamics in Improvement Efforts ......................... 17 Leading Change................................................................. 17 Leading High Performance Teams ..................................... 17 Managing Change.............................................................. 18 Managing Conflict in the Workplace .................................. 18 Principles of Management / Leadership............................. 18 Providing Effective Feedback to Achieve Win-Win Performance Reviews ...................................... 18 Strategic Planning .............................................................. 18 Strategies for Motivating Your Workforce ........................... 18 Strengths Essentials .......................................................... 19 The Art of Effective Delegation Skills ................................. 19 Transformational Leadership Development ....................... 19

MANAGING RESOURCES AND LOGISTICS APICS and Your Supply Chain........................................... 20 Assessing Your Supply Chain ............................................ 20 Inventory Best Practices ................................................... 20 Managing Inventory and Cycle Counts .............................. 20 Manufacturing Process and Production ............................. 21 Sourcing Best Practices ..................................................... 21

PERSONAL / PROFESSIONAL DEVELOPMENT Emotional Intelligence ........................................................ 21 Developing Your Personal Brand: Getting Noticed for the Right Reasons ............................ 21 Goal Setting ....................................................................... 21 Optimizing Interpersonal Communication Style ................. 22 Personal Career Decision-Making: How to Know When to Go ............................................... 22 Personal Effectiveness: Habits of Successful People ........ 22 Personal Productivity: Time Management and Delegation ................................. 22 Personal Strategies for Navigating Change ....................... 22 Professional Image ............................................................ 22 StrengthsFinder™: A Powerful Tool for Self-Discovery ...... 22

TRAINING SOLUTIONS Table of Contents

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PROJECT MANAGEMENT Balancing Multiple Projects and Tasks ............................... 23 Basics of Flow Charting ..................................................... 23 Developing Effective Project Plans .................................... 23 Engaging and Managing Project Stakeholders .................. 23 Engaging Project Teams: Accountability, Collaboration, and Communication .......... 23 Estimating and Scheduling Activities ................................. 24 Project Management Pre-planning: Impacting Profitability ...................................................... 24 Role of Leadership in Project Management ....................... 24 Secrets of Successful Project Management ...................... 24 Tracking Project Activities .................................................. 24

SAFETY, REGULATION, AND COMPLIANCE Fire Brigade Training.......................................................... 25 Fire Extinguisher Training .................................................. 25 Heartsaver AED ................................................................. 25 Heartsaver First Aid ........................................................... 25 ISO Audit ............................................................................ 25 ISO Basics: Is Your Organization Ready? ......................... 25 OSHA 10-hour Construction Industry Health and Safety ... 25 OSHA 10-hour General Industry Hazard Recognition ....... 25

SALES AND THE CUSTOMER EXPERIENCE A+ Customer Service ......................................................... 26 Advanced Selling Skills ...................................................... 26 Advanced Tracking and Sales Reporting ........................... 26 Assessing the Customer Experience ................................. 26 Become a Master Prospector: Prospecting and Building a Reliable Customer Base ...... 26 Building Relationships........................................................ 26 Closing the Sale ................................................................. 26 Cold Call Prospecting: Developing an Effective and Profitable Strategy ............. 26 Collaborative Selling .......................................................... 27 Dynamic Presentations ...................................................... 27 Emotional Intelligence for Sales Professionals .................. 27 Essential Selling Skills ....................................................... 27 Handling Customer Complaints ......................................... 27 Handling Objections: Negotiating the Sale ....................... 27 Identifying Niche: Problem and Need Discovery................ 28 Identifying the Opportunity: Problem and Need Discovery ......................................... 28 Managing and Coaching Your Sales Team: Developing an Effective Sales Management Process ..... 28 Managing and Coaching Your Sales Team: Integration and Execution of Sales Management ........... 28 Managing and Coaching Your Sales Team: The Sales Management Function and Role .................... 28 Managing Your Accounts Receivable................................. 28 Powerful Sales Presentations/Closings ............................. 28

Sales Training .................................................................... 29 Secrets of Selling Style ...................................................... 29 Secrets of Successful Negotiations ................................... 29 The Close and Follow-up: The Value of Long-term Relationships ............................ 29 The Sales Approach: 30 Seconds to Impact ...................... 29 Time Management for Sales Professionals ....................... 29 Tracking and Optimizing Sales Opportunities ................... 29 Trade Show Prospecting .................................................... 29

SOFTWARE TRAINING Acrobat Professional .......................................................... 30 Adobe Acrobat ................................................................... 30 Adobe Illustrator ................................................................. 30 Adobe InDesign ................................................................. 30 Microsoft Access ................................................................ 30 Microsoft Excel................................................................... 30 Microsoft Outlook ............................................................... 30 Microsoft PowerPoint ......................................................... 31 Microsoft Project ................................................................ 31

TECHNICAL / TRADES SKILLS TRAINING Blueprint Reading .............................................................. 31 CNC Machine Center Course ............................................ 31 Electricity ............................................................................ 31 Gas Metal Arc Welding-MIG .............................................. 32 Gas Tungsten Arc Welding-TIG ......................................... 32 Geometric Dimensioning and Tolerancing (GD&T) ............ 32 Hydraulics .......................................................................... 32 Maintenance Awareness .................................................... 32 Metrology ........................................................................... 33 Pneumatics ........................................................................ 33 Total Productive Maintenance ............................................ 33

FREQUENTLY ASKED QUESTIONS ................................... 34

WCTC PEWAUKEE CAMPUS MAP ..................................... 35

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TRAINING SOLUTIONS

5S/VISUAL WORKPLACEDiscover workplace organization principles to quickly and dramatically transform your operation resulting in improved productivity and visual communication, reduced accidents, and increased visual control and standardization.

• Compare workplace appearance and functionality before and after application of the 5S process.

• Participate in hands on simulations and exercises will be used to demonstrate principles.

• Understand the 5S concepts including Sort, Set in Order, Shine, Standardize, and Sustain.

• Implement an organized workplace by utilizing a workplace scan checklist.

• Identify the impact of 5S on environmental health and safety.

• Participate in activities that show you how to apply the Percentage 5S methodology.

• Learn how to apply the principles of visual order.

FUNDAMENTALS OF EXPORTINGThinking about expanding your business globally? Develop a basic understanding of the process of shipping products across international borders. Explore key trade compliance issues and understand the role of U.S. governmental agencies regulating trade compliance procedures.

• Export with confidence by preparing to work with U.S. Customs, tariff issues, shipping charges, and foreign exchange rates.

• Gain information about selecting and working with customers and distributors in global markets

FUNDAMENTALS OF IMPORTINGGrow your business by exploring the vast array of commercial activities involved in purchasing and importing goods from another country.

• Analyze government regulations and compliance issues affecting imports.

• Recognize the role of U.S. Customs in importing goods.• Gain a better understanding of tariff issues, shipping

charges, and exchange rates.

JUST-IN-TIME MANAGEMENT STATISTICAL PROCESS CONTROL (JIT/SPC)There is a lot of interest in “lean thinking” these days. The global recession has forced companies to take a good look at their operations to identify waste and find ways to save costs while still improving the customer experience.

• Identify and discuss the impact of factors affecting production/operations management today.

• Discover how to apply forecasting models to production/operations management.

• Find out what distinguishes process focused and product focused production systems.

• Evaluate the advantages and disadvantages of just-in-time systems.

KAIZEN PRINCIPLES AND PRACTICESParticipants will learn how to control shop floor inventory and production schedules by implementing pull systems. This workshop teaches how to design and implement a visually driven, employee controlled material replenishment system. KAIZEN helps organizations implement improvement plans quickly and effectively. Whether you’re trying to reduce set-up times, switch to a cellular process, or work on the flow of your operation, KAIZEN is a distinctly different way to get things done. KAIZEN is continuous improvement reflected by ongoing, incremental, small-scale changes that have positive impact.

• Discover results that can be measured in the millions of dollars of savings and benefits.

• Learn to first recognize any problems.• Find the true cause of uncovered problems.• Explore how to select a solution to a problem and train

yourself to think beyond the fix.• Acquire knowledge of how to avoid future problems.

LEAN ACCOUNTINGLearn why traditional accounting metrics don’t work today and how different metrics are needed in a lean environment to motivate the right behaviors and to provide better information. We’ll show you ways of creating financial reports that provide manufacturing people with the information they need. The standard costing system is probably still needed for financial reports, but it will never provide accurate costing information or measure lean implementation savings.

• Realize real dollar benefits using tested methods.• Reduce lead times and create more capacity.• Increase productivity.• Reduce total cost per product/unit.• Motivate employees to practice lean principles and

implement lean accounting ideas.

CONTINUOUS IMPROVEMENT METHODOLOGY AND PRACTICE

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LEAN MANUFACTURINGDevelop skills in factory layout, cell flow, Kanban, pull concepts, and value stream flow analysis. Learn to apply these lean manufacturing skills to increase productivity, improve lead-time, reduce scrap, enhance safety performance, and increase efficiency in floor space utilization.

• Review a comprehensive overview of Lean Manufacturing principles and applications.

• Define principles of Lean and J-I-T Lean Manufacturing.• Practice Lean/Sigma Applications.

LEAN PRACTICES IN HEALTHCAREThe time is right for lean in healthcare since organizations that embrace lean will improve the quality and timeliness of patient care while controlling costs through better utilization of resources. This Lean Practices in Healthcare workshop will focus on the benefits of applying lean concepts within the healthcare industry. The participants will learn about the patient-focused core principles of lean in healthcare. Examples of lean tools that work well in healthcare delivery settings will illustrate how participants can apply lean concepts.

• Define terms and applications in the healthcare environment.

• Learn about the various lean tools and uses in solving problems.

• Review case studies and applications in healthcare.

LEAN PROBLEM SOLVING AND PROCESS IMPROVEMENT IN HEALTHCAREInspire your imagination about how lean concepts can be applied to your processes and systems by participating in the Lean Problem solving and Improvement in Healthcare workshop. Learn a new way to look at and think about work, problems affecting the work, and opportunities for improving work processes. Using several healthcare examples, you will learn how to use a simple yet rigorous problem solving methodology that will help you set up and lead an effective problem solving team in your healthcare setting. Bring your team to get on the same page and off to a great start!

• Use the plan-do-check-act sequence to identify a potential solution and verification strategy for a healthcare problem.

• Understand the systematic A3 problem solving approach through application on a healthcare case study.

• Define process steps, connections, pathways, and improvement strategies to lock in an improved way of operating in a healthcare environment.

LEAN SIX SIGMA BLACK BELTThis workshop is intended for individuals who have previously obtained Six Sigma Green Belt training/certification and desire to obtain additional statistical and Minitab software skills with the intention of becoming a certified Six Sigma Black Belt.

• Review comparison testing with variables and attribute data using Minitab software.

• Discuss simple regression analysis techniques used to analyze correlation between one continuous y variable as compared with one continuous x variable.

• Demonstrate regression analysis using Minitab software.

• Discuss non-normal and attribute data distributions.• Conduct and interpret ANOVA procedures using

Minitab software.• Discuss multiple regression analysis techniques

used to analyze correlation between one continuous y variable as compared with more than one continuous x variable. Demonstrate multiple regression analysis using Minitab software.

• Plan, design, and analyze two factor experiments using Minitab software.

• Review development of control plan documentation.• Discuss the fundamentals of conducting a KAIZEN

event.• Discuss the process for developing proper

process documentation.• Participate in a small-group Six Sigma catapult case

study and prepare a project presentation for case study.• Discuss the Lean Enterprise concept of 5S.• Participate in a small-group Black Belt concept question/

answer review as a capstone to training.

LEAN SIX SIGMA GREEN BELTThe Six Sigma Green Belt certification program is designed for those in the distribution, healthcare, manufacturing, printing, and service industries. Six Sigma is a revolutionary business process that complements existing quality programs. It makes use of your organization’s collective and often untapped intellectual capital resources that exist at all levels. The Six Sigma approach utilizes DMAIC (define, measure, analyze, improve, control) methodology. It also requires a disciplined use of facts, data, and statistical analysis.

• Scope an actual project where opportunities exist for improvement within your organization.

• Discover how to serve as the technical guide for improvement teams.

• Practice proper use of Lean Six Sigma tools.

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PRINCIPLES OF LEANThis workshop introduces many of the tools utilized in Lean Manufacturing, such as Value Stream Mapping, Set-up Reduction, and Cellular/Flow Manufacturing which are all facets of becoming a Lean Enterprise. Participants will walk away with a solid understanding of eight key wastes in manufacturing, specifically how your business can benefit from tackling waste head-on, and what steps to take next to further your move toward becoming lean.

• Discover eight wastes of manufacturing and how to apply lean principles.

• Demonstrate to yourself your ability to reduce manufacturing cycle time.

• Improve on-time shipments.• Reduce work in process up to 90 percent.• Learn how you can improve results in net income when

you apply lean principles.• See dramatic results by practicing the principles of lean.

PROBLEM SOLVING AND DECISION MAKING: IDENTIFYING AND REMOVING BARRIERS TO SUCCESSParticipants learn to complete tasks with incomplete information and/or unavailable resources, analyze processes by breaking them down into manageable tasks or steps, and identify root causes of problems. Quality tools are provided to arrive at possible solutions to problems and apply reasoned criteria to select the best potential solutions. Participants will learn to differentiate assumptions from reality, maintain an open mind approaching concepts and problems from different perspectives, and use systematic, logical thinking to analyze processes.

• Explore problem solving tools like brainstorming and techniques for gathering information such as flow charts, diagrams, and interviews.

• Gain knowledge of different techniques for organizing such as Fishbone, Force Field Analysis, Pareto Chart, Histogram, and Control Chart.

STRATEGIC ORGANIZATIONAL MANAGEMENT ALIGNMENT (SOMA) The Strategic Organizational Management Alignment model incorporates proven, state-of-the-art principles which inform the practices of Strategic Planning, Succession Planning, Strategic Training Planning, and Policy Deployment, and focuses on the development of your most valued asset—your human capital.

• Learn how the model can propel your organization into the future by focusing on your vision and aligning resources to optimize outcomes.

• Discover the key elements of building successful, long-lasting organizations.

• Understand the role of strategic plans in management and resource deployment.

• Focus on the critical elements of the business for improving performance outcomes.

• Help managers, manage and leaders, lead.

VALUE STREAM MAPPINGHave you ever looked over a letter, thought it was perfect, and then gave it to someone else who found some obvious mistakes? That’s what can happen when you get too close to a process—it’s difficult to see it with an objective eye. And there’s a lot of waste that can be eliminated. Statistics show that as much as 60 percent of operations in a manufacturing business do not add value to the customer. Value Stream Mapping helps to identify the current flow of material and information in processes for a family of products, highlighting the opportunities for improvement that will most significantly impact the overall production system. Implemented at the beginning of a lean improvement strategy, Value Stream Mapping has been shown to significantly increase the chance for lean success.

• Develop a plan to reduce your lead time and work-in-process.

• Identify ways to improve product quality and space utilization.

• Explore ways to reduce scrap and inventory levels, and reduce indirect labor costs.

VALUE STREAM MAPPING FOR HEALTHCAREBeing lean means improving flow and eliminating wasteful activity. Becoming lean begins with understanding the flow of patients, materials, and information through your healthcare delivery processes. Using healthcare examples and case studies, this workshop will teach how to map the current state value stream to identify and eliminate waste, determine what makes a healthcare delivery value stream lean and develop a plan to achieve future state results.

• Learn a systematic process to create the current state map for a healthcare value stream.

• Assess a healthcare value stream current state map to identify opportunities for improvement.

• Define a more effective healthcare value stream vision via creation of a future state map.

• Learn to sequence planned improvements in a prioritized implementation plan needed to transform the healthcare value into the future state.

WORKPLACE ORGANIZATION FOR HEALTHCARE AND OFFICELearn how to create a safer environment for your patients as well as a more pleasant and efficient work environment for you and your colleagues by attending this workshop. Practical, hands-on learning activities will demonstrate the ease at which the 5S methodologies can be applied and show how 5S leads to improved visual management, workplace control, and focus. Together these result in more accurate and timely patient care which translates into better medical outcomes (i.e. reduced medical errors and decreased harmful delays).

• Learn tactics to lead a team through a 5S implementation event that will enable application of the 5S approach to your healthcare or office environment.

• Learn how to improve your personal workspace.• Identify ways to improve security of confidential

information.

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TRAINING SOLUTIONS

ADVANCED TIME MANAGEMENTAre you always wishing you had more time for your family, children, house or hobbies? Do “to do” lists leave you frustrated? This workshop will introduce you to the essentials of time management—a balance of home and work, and a reprioritization of the roles you play in life.

• Discover the rewards of using a time management system.

• Develop strategies for eliminating time-wasters.• Distinguish the difference between urgent versus

important tasks and high pay-off versus low pay-off activities.

• Explore methods to determine and plan for priorities.• Discuss four generations of time management and

how time planning has drastically changed.

BASICS OF FINANCE & CASH FLOWAs a line manager or department head, you’re going to have to analyze a spreadsheet at some point or have some form of financial recording to do as part of your job description. Overcome challenges faced in interpreting balance sheets and cash flow statements by understanding the fundamentals and applying the concepts presented. This is the ideal workshop for non-financial managers who want to become familiar with financial terminology—and what it all means. Strengthen your core interpersonal skills for effective leadership.

• Define core terms used in financial management.• Read and interpret the Balance Sheet (also known

as a Statement of Financial Position, or a Statement of Financial Condition), Income Statement (Statement of Profit and Loss, Statement of Earnings, Statement of Operations), and Cash Flow Statement.

• Review acceptable practices in managing finance.

BUSINESS WRITING FOR RESULTSClear, sharp, effective use of language is essential in communicating a clear message. Save time by focusing on what to write, instead of how to write it. Discover how to shape your message by utilizing basic tools that help to hone your thoughts and organize the message.

• Establish a clear message in all of your writing.• Practice choosing concise and direct language.• Consider the reader’s needs by providing

sufficient detail.

CORE SKILLS FOR WORKFORCE EFFECTIVENESS

COMMUNICATIONEffective communication is an essential skill. There are fundamental elements to understanding effective communication. Learn how to enhance your competitive edge in any business situation from the interview to making skilled presentations to managing conflict to assuming a leadership role.

• Define communication, the elements, and the roles.

• Understand the elements of good, effective communication.

• Understand the role of learning styles, emotional intelligence, body language, and pitfalls associated with poor communication; practice techniques of effective communication.

EFFECTIVE MEETINGSHave you attended a meeting and walked away feeling like you’ve wasted your time, or have you found you are revisiting the same issues over and over again without any progress? This training helps participants develop skills to facilitate meetings so that the knowledge and creativity of group members are powerfully combined to generate the best results.

• Learn ways to plan ahead for a successful meeting.• Discover how utilizing ground rules and a well-planned

agenda will keep your group focused.• Find out how to keep the group moving by planning

timing and transitions.• Know how and when to conclude the meeting.• Celebrate success and plan for continuous

improvement.

ETHICS IN THE WORKPLACEEthical conduct by all employees is essential for a business to succeed and prosper. The main objective of this session is to create awareness of ethical issues in business so employees have guidelines that ensure they take the ethical course of action on the job.

• As a supervisor or manager, recognize the importance of business ethics.

• Understand the requirements of the law and ethics policy.

• Identify ethical problems on the job, and make principled decisions.

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EXPRESSING YOURSELF: PRESENTING YOUR THOUGHTS AND CONCERNSIt’s natural for individuals at all levels to have thoughts about work procedures at their place of employment, as well as ideas for improvement. In the past, organizations have encouraged employees to wait until scheduled times—such as performance reviews or problem solving meetings—to express these concerns and ideas. However, today organizations no longer have the luxury of waiting to hear what people have to say. Competition has become so fierce that companies must constantly be alert for ways to improve.

• As an employee, be more confident in your ability to share concerns, knowledge, and opinions with others throughout the organization.

• Prepare an effective presentation by using a three-step planning process that focuses on the listeners, content, and delivery.

• Improve delivery technique by harnessing the power of voice, gestures, eye contact, pauses, and body language.

• Understand the importance of getting your point across as clearly and succinctly as possible.

FOLLOW DIRECTIONSWhile this topic may seem simplistic, there are many opportunities to misinterpret directions and instructions—both on and off the job. In our fast-paced and busy work environments, it is common practice to “jump in” and try to solve the problems before the scope of the problem is fully understood. Often communication breaks down and mistakes are made because individuals don’t first take the time to understand what is being asked of them. This session will help you save time, money, and headaches on the job.

• Improve your capabilities in following directions by using the practical tips and techniques presented in this workshop.

• Discuss ways to be assertive in seeking clarification on both verbal and written instructions.

GENERATIONAL DIFFERENCESAre generational differences creating barriers to workplace success? Bridging the gap between generational groups can enhance teamwork, improve job satisfaction and affect retention and productivity. This workshop is designed to help individuals become more aware of how political and socioeconomic events influence values and the way different generational groups think and behave within the workplace.

• Discover how you can help improve your workplace dynamics.

• Identify the four generational cohort group’s values, profiles, and common life shaping events that have an impact in our society today.

• Recognize when generational issues/behaviors may be creating barriers to workplace success and the consequences for not managing those differences.

• Evaluate your approach in dealing with workplace challenges that relate to different generational values.

• Gain ideas to integrate new ways to work more effectively across generational divides by completing an action plan.

LEARNING IN A KNOWLEDGE ECONOMYHave you ever wondered why some organizational development programs have a powerful impact and others simply fizzle? Participants will learn the tools needed to be successful learners. Classroom expectations, learning outcomes, and return on investment are established to ensure the success of an entire learning process. Teaching strategies and accelerated learning principles are discussed. Participants take a Learning Styles Assessment which helps them understand how their learning style affects problem solving, teamwork, resolving conflict, communicating with others, and career development.

• Create a plan to realize a return on investment for your organizational development efforts.

• Develop learning initiatives that align with your organization’s mission, vision, values, and key business strategies.

• Discuss ways to become a better learner and teacher.

LISTEN EFFECTIVELYAre you really listening or just waiting for your turn to talk? You must be able to listen attentively if you want to be able to perform to expectations, avoid conflicts and misunderstandings, and succeed in any arena. Listening also supports effective relationships within organizations, enhances delivery of products, and alerts the organization to the innovative ideas coming from internal and external customers.

• Discover ways to sharpen your ability to listen.• Learn to look beyond the speaker’s style.• Depersonalize the speaker’s message to decrease

emotional impact.• Listen for ideas as well as facts.• Participants will learn types of questions to ask

for clarification.• Find out how to maximize your note-taking skills.

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PROACTIVE LISTENINGIs anybody truly listening in your organization? Listening is the foundational skill that is desperately needed to move organizations forward. When listening skills are strengthened, individuals also improve at providing feedback, coaching and motivating others, problem solving, and resolving conflict. It is also a powerful tool for building and maintaining personal and professional relationships.

• Expand your ability to identify situations in which good listening can mean the difference.

• Apply techniques to listening in situations that you find challenging.

• Develop the skill to ask a variety of different types of questions to gather information and better understand.

• Become keenly aware of non-verbal behaviors.

PROBLEM SOLVINGThe need for good problem solving skills in today’s competitive manufacturing environment is essential. As the pace in manufacturing speeds up, there is little room for error. The ability to correctly identify problems and formulate solutions that address root causes is essential to maintain organizational productivity and effectiveness.

• Apply problem solving tools and techniques to workplace problems.

• Develop the ability to identify problems and analyze situations.

• Explore decision making techniques.

REFRAMING CONFLICTOrganizational, interpersonal, and intra-personal conflict can lead to a dysfunctional work environment. Working through conflict can be very stressful unless it is seen as an opportunity for improvement.

• Discover how your conflict style may help or hinder your success in leading others.

• Learn to view conflict as a win-win opportunity.• Help your team use strategies to reframe how

they view conflict.

THE ART OF CONVERSATIONOrganizations and individuals can achieve breakthrough results when they learn to master the art of handling difficult conversations. The star performers in organizations are those who excel at high-stakes conversations, master emotions, and make it comfortable to talk openly and honestly about a wide variety of topics. This workshop will help employees at all levels build better relationships and increase their influence. This workshop is especially critical for those who are in, or aspire to be in positions of leadership.

• Discover ways to become a good conversationalist by first learning to actively and intently listen.

• Master the skill of presenting your thoughts and getting others to want to listen.

THINK CRITICALLYTo be effective in any field, employees at all levels have to become good thinkers. Have you ever thought about how to think effectively? Has anyone ever directly instructed you on how to think? Chances are, especially in school, you were told many times to think, but have never been told exactly how. Where, then, did your ideas about good thinking begin? Perhaps by observing others in school or on the job who seemed to know the right answer?

• Discover the power of critical thinking.• Learn to separate fact from fiction. Know it is okay

to question assumptions.• Develop and maintain an open mind while pursuing

problem solving from a variety of perspectives.• Analyze a process using systematic and logical thinking.• Find out how to combine both creative thinking and

reasoning skills.• Discover how to tap into the power of intuition.

WORK COOPERATIVELY IN TEAMSThis workshop will help participants learn the benefit of teamwork and how to form a successful team. Once they understand the mechanics of team building and why teamwork is beneficial, they will enjoy teamwork and work to be successful at it. Each participant will begin to develop a self-awareness of his/her readiness to be a team player and will think about what behavioral changes may or may not be necessary to be a team player.

• Discover the power of teams through a variety of interactive exercises.

• Complete an individual assessment and find out how you can be a better team player.

• Be trained in ways to set ground rules.• Define the scope of a project and clarify everyone’s

roles and responsibilities.• Identify techniques to build trust and positive

relationships within your organization.

WORK PRODUCTIVELYAs a participant, you will learn about productivity at three levels: organizational, team, and individual. With this knowledge, discover how you can contribute to the success of your organization by focusing on a few key concepts and strategies.

• Realize the importance of explaining expectations clearly.

• Complete a self-assessment on individual productivity.• Learn to recognize barriers to productivity.• Explore tools and techniques for improved productivity

such as, Gantt charts, PDCA cycle, and lean manufacturing techniques.

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TRAINING SOLUTIONS

BUILDING EFFECTIVE MENTORING PROGRAMSMentoring can be a complex process. Its success is dependent upon the expectations of the mentor and protégé, value of the interactions, and the structure and support of the program. The vast majority of mentoring programs fail because businesses don’t know how to scope appropriate program outcomes. The key feature of successful mentoring programs is to ensure that top management is involved in the program from its inception. This workshop presents key concepts for developing an effective mentoring program, methods for engaging executive leadership and mentors, and strategies for managing successful outcomes.

• Define clear program objectives.• Identify strategies to obtain buy-in from executive

management.• Discuss how building trust factors into the process

of matching mentors with protégés.• Identify necessary elements to include in an orientation

and training guide for mentors and protégés.• Understand the importance of periodically checking-

in on mentoring partnerships without compromising confidentiality, offering support and/or ideas if requested.

• Create an evaluation process built upon clearly defined program goals.

ENHANCING PERFORMANCE AND COHESION: THE ROLE OF THE MENTOR Organizations recognize that workforce demographics have changed dramatically in recent years and the need for high-performing workers has never been higher. Effective mentoring relationships can minimize the risks associated with investing in the “wrong” employees, high turnover, and under-utilizing high potentials. Effective mentors play a role in supporting employee retention, performance acceleration, enhancing cohesion, and building a supportive workplace culture.

• Learn how to build an internal mentoring program.• Learn how to support mentors in their roles.• Develop an action plan for implementing a

mentor program.

GUARDING AGAINST DISCRIMINATION IN THE WORKPLACEWorkplace processes, policies, and activities may present unexpected risk for discrimination claims. Using real life application in the workplace, participants will observe the right and wrong actions to avoid costly claims of discrimination in areas of recruiting, interviewing, applicant selection, employment offers, advancement from within, wage considerations, policy consistency, terminations, layoffs, injured workers, attendance policy implementation, and other areas.

• Learn how claims materialize.• Learn what happens when a claim is brought forth and

how to respond to a claim initially when one is identified.• Learn what occurs if a claim is taken up by the Equal

Employment Opportunity Commission (EEOC).

HANDLING EMPLOYEE COMPLAINTSOrganizations facing problems and complaints from employees is not uncommon. It is an organization’s ability to handle complaints effectively that sets apart the best from the rest. This workshop helps participants learn to balance sensitivity, critical thinking, and discern the facts and details necessary to resolve problems.

• Find out what not to do when handling an employee complaint.

• Learn sensitivity, empathetic listening, and good questioning techniques to gather information before handling the situation.

• Determine the impact the complainant believes the situation or conduct is currently having and take appropriate action.

• Know your organization’s legal rights.

HUMAN RESOURCE EFFECTIVENESS

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MANAGING YOUR TALENTManaging employees effectively is the most important and most commonly overlooked element contributing to employee retention. Increasing pressures on Human Resource Departments to recruit, hire, and onboard talent will become second to protecting and retaining organizational talent.

• Discover fundamental principles that contribute to employee satisfaction and retention.

• Discuss when retention efforts should start.• Understand the costs (obvious and hidden)

associated with low employee retention, and how to position impact within strategic conversations.

• Determine the greatest opportunities within your organization to enhance employee satisfaction and retention.

ONBOARDING NEW EMPLOYEESEach year, nearly 25 percent of the working population undergoes some type of career transition. Turnover is expensive, so it’s important to support new employees with comprehensive onboarding to ensure their success. Onboarding is the process by which new hires get adjusted to the cultural and performance aspects of their jobs quickly and smoothly, and learn the values, knowledge, skills, and behaviors required to function effectively within an organization.

• Identify components of a successful onboarding program.

• Assess risks associated with incomplete or short-term programs.

SUCCESSION PLANNINGWhat is succession planning, and what role does it play in your organization? Succession planning is nothing more than having a systematic process where managers identify, assess, and develop their staff to make sure they are ready to assume key roles within the organization. Learn the value of this process relative to long-term organizational success. Identify the connection between succession planning and its relationship to employee development and basic guidelines that will provide you with an effective starting point for developing a strategy.

• Identify guidelines of an effective starting point for developing a strategy.

• Assess your organization’s stage in the succession planning process.

• Identify your personal succession readiness and consider tools that may assist you and your organization.

TALENT MANAGEMENT STRATEGIES IN A COMPETITIVE MARKETTalent management is not a single event. To be competitive, organizations must think differently about the available resources and deployment strategies. Applying a systems approach can help organizations capitalize on their brand, identify internal and external talent markets, learn from the competition, foster collaborations to build pipelines, and develop strategies for enhancing visibility as a choice employer.

• Discuss the importance of alignment between core strategy and talent management.

• Recognize the impact of brand in attracting the right candidate.

• Create the right infrastructure to support talent management initiatives.

• Develop a plan for applying a systems approach to your deployment strategy.

TRAIN THE TRAINERIndividuals are often asked to train others, either one-on-one or in larger groups, without having been formally trained in teaching. This workshop gives participants the necessary information to teach adult learners and fosters the development of crucial behaviors of effective trainers. (Additional sessions can be planned to have participants deliver mini-presentations and to receive feedback and coaching on their training skills.)

• Complete a Learning Style Assessment and understand the various ways different individuals learn.

• Identify differences between traditional methods of teaching with Accelerated Learning techniques.

• Practice constructive feedback techniques.• Explore the fundamentals of assessing learning

including questioning techniques, testing, simulations, demonstrations, and presentations.

• Learn techniques for dealing with difficult training participants.

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TRAINING SOLUTIONS

ACCELERATING LEADERSHIP DEVELOPMENTThis workshop is focused on enhancing the knowledge and skills of experienced leaders who serve as supervisors and managers within the organization. It builds upon the shared experiences of the group and seeks to enhance the skills of the leaders by aligning actions to principles, organizational values, and strategic initiatives of the organization. It is strengths-based training designed to bring out the best of each individual participant in their respective leadership role.

• Discover your unique personal strengths and learn to leverage them in your leadership role.

• Learn the fundamental tools required to manage others and optimize team performance.

• Learn to set clear expectations and ensure performance accountability of others.

• Discover techniques to gain confidence in your role, and to develop the skills necessary to foster development of your team.

ACCOUNTABILITY THAT WORKSIs your organization struggling with broken commitments and people not doing what they say they are going to do? This workshop will provide a powerful set of tools for empowerment, accountability, and getting results. Once a commitment is made, get the job done on time and exceed expectations.

• Explore ways to develop a responsibility mindset.• Comprehend the task, take ownership, and know the

expected results and time-frame.• Identify the right questions to get the job done.

ACHIEVE YOUR LEADERSHIP POTENTIALMany individuals promoted to the role of leader/manager may not have the skills or formal training needed to succeed in achieving organizational objectives, and getting work done through others. Effective leaders consider the development of those they lead as an essential element for improving organizational effectiveness.

• Discover key leadership skills needed for affective advancement.

• Define a personalized plan for development.• Learn key strategies for building teams.• Develop an action plan for achieving desired brand.

APPRECIATIVE INQUIRY Appreciative Inquiry (AI) training is a major breakthrough in organizational development and problem solving. This internationally recognized model teaches that “what we focus on becomes our reality.” Utilizing a whole-brain approach, AI provides a way of looking at past successes and leveraging them through images, visions, and metaphors to transform the present and create a preferred future. AI can be used to enhance areas such as strategic planning, executive coaching, labor relations, process improvement initiatives and much more. This powerful philosophy and set of tools can transform your organization and help people be more innovative.

• Discover a highly interactive process for engaging people to build the kinds of organizations and world in which they want to live.

• Be aware of approaching problem solving in a positive manner.

• Explore ways to reduce conflict in your workplace by discussing challenges respectfully.

BASIC PRINCIPLES OF A COLLABORATIVE WORKPLACEDo you find yourself struggling with interoffice squabbles, individuals who hoard information or treat others poorly, or observe individuals working in silos rather than cross-functionally? Peak productivity and excellent customer service require a workplace where everyone is willing and able to work together in new and collaborative ways. There are five basic principles to creating a climate where everyone is able to cooperate, share ideas, and work toward a common purpose. Learn to employ those principles.

• Compare your organization’s values to the five basic principles.

• Develop a daily action plan to put the principles of collaboration in place.

BECOMING AN EFFECTIVE LEADER OF FRONT-LINE MANAGERS This workshop is for individuals who are working to prepare themselves for promotion, or have been promoted with the new title of manager or director.

• Clearly identify what is needed to be successful in the “manager of managers” role where you are accountable for managing the work of frontline supervisor and managers.

• Develop an approach to working with your former peers that will lead to your leadership team’s success in managing your part of the business.

• Create a plan for implementing a strategy that will enable you to be effective in your new role.

MANAGEMENT / LEADERSHIP

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BUILDING THE “RIGHT” TEAMOrganizations that don’t have succession plans in place— or that fail to appropriately cross-train—often penalize high performers with additional assignments when there are losses in the workplace. Businesses that ignore a strategic recruiting process in the interest of expediting a hire are far more susceptible to missing important clues that could otherwise prevent a poor hiring decision. Learn how to effectively build the right team.

• Define the “right” team.• Discuss strategic differences, costs, risks to

building the team from within versus seeking outside talent to fill gaps.

• Explore options for building your team through cross-training, investment in skill acquisition, mentoring, and development within one’s role.

• Understand how new team members provide opportunities to re-invent the team.

COACHING: BRING OUT THE BEST IN OTHERSHave you ever had a really great coach who made a difference in your life? As a leader, if you are serious about coaching, it could be the single most important thing that you do for someone. Effective coaching aims to maximize the performance of everyone associated with an organization—employees, managers, customers, and suppliers. By applying coaching skills in the workplace, leaders can motivate, guide and support their teams, achieve top performance, and enhance trust within the organization.

• Identify an opportunity to help someone expand on his or her skills, knowledge, and abilities.

• Recognize and uncover untapped potential.• Make it possible for your employees to solve

problems on their own.• Guide employees in taking risks, making decisions,

and tackling new challenges.

COMMUNICATE EFFECTIVELYThe ability to communicate is an important tool in your pursuit of worthwhile goals, whether it is with your family, co-workers or customers. This interactive training session starts with an assessment of communicators and covers the subject of communication thoroughly including non- verbal communication, techniques to help others retain your message, barriers to effective communication, and electronic communication.

• Complete an assessment to better understand your strengths and areas for improvement in your communication abilities.

• Get better results by learning how to recognize and eliminate barriers.

• Understand the role of perception in the art of communicating effectively.

• Apply the Keep It Short and Simple (K.I.S.S.) theory.

COMPELLING ELEVATOR SPEECHESAn important tool for any business professional in networking situations is what has been dubbed the “elevator speech.” It is a short 30-second answer to the question, “Could you tell me about yourself?” The idea of an elevator pitch is to prepare a brief introduction that grabs attention and says a lot in a few words—the time it takes an elevator to go from the bottom to the top floor. This workshop will provide basic context for structuring an effective elevator speech.

• Recognize the significance that trust plays in building rapport with others.

• Develop, practice, and deliver an effective elevator pitch.

• Give and receive constructive feedback to improve upon the elements of the presentation.

COMPETENCIES FOR NEW AND PROSPECTIVE LEADERS New leaders often receive their promotions because of great technical skills, but they do not feel equipped to deal with the multiple and frustrating people problems that they are called upon to handle. Leadership and technical skills are different, needing different knowledge for success. During this workshop we will discuss and explore the concerns, anxieties, and expectations of the participants about their transition from worker to leader. This workshop is structured to help with the initial and dramatic changes that occur with the immersion into a leadership position. It will also help those who are considering or being considered for a promotion into a leadership position. Multiple ways of coping with the changes, and with the stress and pressures of those changes, will be presented.

• Explore how to better cope with the anxieties of the transition from worker to leader.

• Identify ways to more effectively lead even the most difficult people.

• Recognize and apply the qualities/traits of effective team leaders.

• Use eight specific, proven Tips for First Timers.• Identify techniques to create a motivating atmosphere

where their team members more willingly work to accomplish goals.

• Review six easy to remember checkpoints to consider when disciplining.

• Examine your delegation skills that support your new work demands and uncover better use of your team members’ skills.

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DEALING WITH DIFFICULT INDIVIDUALS AND SITUATIONS Knowing how to effectively deal with difficult individuals will benefit both the participant and their organization. Specific strategies on how to face conflict more confidently will be covered in this workshop, as well as how to handle awkward situations that cause frustrations, anger, and an unproductive environment.

• Explore ways to keep difficult individuals from undermining plans.

• Identify ways to diffuse explosive situations, and handle frustration and anger in difficult and awkward situations.

• Discuss techniques to cope with the pushy, pressure tactics of the explosive types.

• Develop and implement a seven step master plan to deal with difficult individuals. Avoid the attacks and come out on the positive side.

• Identify ways to keep teams productive in spite of difficult individuals and difficult situations.

DECISION MAKING ACCURACY Explore a conscious, step-by-step approach for successfully solving problems, making good decisions, and analyzing potential risks and opportunities. The innovative methodologies help you maximize your critical thinking skills, systematically organize and prioritize information, set objectives, evaluate alternatives, and analyze impact. The common language and process allows people with diverse content knowledge and skills to successfully resolve business issues.

• Discover results that can be measured in the millions of dollars of savings and benefits.

• Learn to first recognize any problems.• Identify the true cause of uncovered problems.• Identify how to select a fix to a problem and train

yourself to think beyond the fix.• Develop approaches to avoid future problems.

EMPLOYEE ENGAGEMENT – THE DIRECT LEADER’S ROLE Whether you are a supervisor or the CEO, you have direct reports. There is significant value to the organization when those direct reports are engaged. This workshop will enable you to become more effective in engaging your direct reports.

• Define employee engagement and why organizations and leaders should care about leading in ways that result in employee engagement.

• Develop a plan for diagnosing and assessing the current workplace culture of the area you lead and a road map for using the assessment to assist in planning an improvement process.

ESSENTIAL CONVERSATIONSLeadership development has at its core the belief that managers can successfully initiate developmental conversations through a coaching approach. Learn to recognize and/or create opportunities for developmental conversations, and how to maximize these opportunities for leadership development.

• Define “Essential Conversations” and determine how they differ from everyday interactions?

• Increase clarity, improve performance, understand the role of learning styles in conversations, and overcome difficult conversations.

• Learn to identify and de-escalate emotional responses when in difficult conversations.

• Review documentation methods to protect yourself and the organization.

EXTRAORDINARY LEADERThis workshop is designed to help leaders shift their way of thinking about leadership and move from good to great. It’s not until one becomes a great leader that there will be a significant impact.

• Get started on a path to greater results by exploring five key strengths an extraordinary leader must possess.

• Assess your skills in the five key areas.• Develop an action plan to move from good to great.

FINANCE AND CASH FLOW FOR NON-FINANCE MANAGERS A manager’s performance is measured—at least in part—by how effectively they oversee departmental budgets. To succeed as a manager, knowledge of basic financial principles and the budgeting process is critical. This workshop transforms financial and accounting concepts into decision-making tools you can use successfully every day. You learn to apply the fundamentals of finance to improve budget management, increase potential profits and assess the financial viability of projects.

• Integrate financial concepts and policies into the management decision and budgeting process.

• Evaluate the financial viability of projects and activities through income statements and balance sheets.

• Employ cash flow to analyze business status.• Control business operations through effective

budget management.

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FOUNDATIONAL LEADERSHIP DEVELOPMENTThe foundational or frontline leader is the lifeline of any organization. The performance of foundational leaders is directly related to the overall performance of the organization. A failure to support the development of frontline leaders is directly related to low employee morale, employee disengagement, employee turnover, low productivity, and many other disruptions which ultimately have a negative effect on the bottom line. This series is comprised of a set of modules that focus on fundamental supervisory skills such as effective listening, communication, and coaching. It encompasses a variety of leadership issues that frontline leaders face daily.

• Strengthen core interpersonal skills for effective leadership.

• Enhance ability to manage individual performance.• Enhance decision-making skills that lead to improved

team performance.• Anticipate and evaluate disruptions and engage others

in effective problem solving.• Effectively manage change and encourage innovation.

GIVING AND RECEIVING FEEDBACK One of the most important communication skills to develop is the ability to give and receive feedback effectively. It is also one of the most challenging, and failure can result in heightened emotions, lost credibility, and undermined leadership brand. Feedback does not have to be painful or emotionally charged. By learning the proven techniques presented in this workshop, you can develop the skills to be more effective in your feedback.

• Learn how to time feedback and maintain control throughout the conversation.

• Identify the key principles of constructing an effective feedback interaction.

• Learn how to de-escalate the emotional response of the receiver while keeping your own emotions in check.

• Develop skills that can be applied immediately.

HUMAN DYNAMICS IN IMPROVEMENT EFFORTSImprovement efforts by their very nature require effective change management. Focusing on improvements utilizing Lean Six Sigma requires special consideration of the human dynamics essential in maximizing the impact and achieving lasting results. This session focuses on intra-team or interaction behavior between team members and their leader by providing fundamental and scalable tools and methods for achieving a culture of improvement-minded teams.

• Identify the optimal time to engage the team in the improvement process.

• Define the methods used for engagement and overcoming resistance.

• Create a customized action plan to ensure the transfer of ownership and accountability.

LEADING CHANGEManaging change is the mantra of an organization struggling to keep up. Effectively leading change requires a consistent methodology based upon key principles including the ability to 1) lead the change, 2) communicate why the change is being made, 3) focus on outcomes and measures of success, 4) create transparency, 5) develop a strategy to lead change, and 6) develop a communication plan to communicate information and milestones.

• Complete an assessment to better understand your strengths and areas for improvement in your communication abilities.

• Define key elements of change management.• Discuss the necessary elements of leading change

and how to overcome common barriers.• Develop an action plan for leading change within

your organization.

LEADING HIGH-PERFORMANCE TEAMSOne of the distinguishing features of high-performance teams is the team leader’s ability to bring people together. It takes a confident and skilled individual to manage tasks and lead people to greater team success. Team leaders have a unique challenge; they must work to blend different personalities and skill sets into an integrated whole that operates at peak performance. This experience is designed to focus on the values, principles, and characteristics of successful team leaders, and provides participants with the opportunity to explore strategies to unlock team potential. Perhaps the most valuable aspect of the learning is the introduction of practical, hands-on “Team Tools” that leaders can implement with their own teams to maximize performance.

• Discover keys to facilitating the development of team goals and direction.

• Explore ways to influence teams to value individual differences.

• Identify techniques to enhance team-member trust and the team relationships.

• Learn how to handle conflict effectively with favorable results.

• Discover how to optimize the motivation, ideas, and potential of your team members.

"A lot of people have gone fartherthan they thought they could, because someone else thought they could." —Anonymous

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MANAGING CHANGEThis workshop will explore a structured approach to transitioning individuals, teams, and organizations from a current state to a desired future state. Review effective strategies to guide leaders through an organizational process aimed at empowering employees to accept and embrace changes in their current business environment. Complete an assessment to better understand your strengths and areas for improvement in your communication abilities.

• Define “Change Management” and its relevance in business.

• Discuss types of organizational change.• Identify threats (real and perceived) and barriers

to effective change management.• Learn to effectively manage change through pre-

assessment, communication, education, counter resistance strategies, mentoring/counseling, and monitoring/altering strategies.

MANAGING CONFLICT IN THE WORKPLACERelationships can be maintained and more can be accomplished when you are able to manage conflict effectively. This workshop provides skills to manage conflict and describes different conflict resolution styles and problem solving techniques.

• Describe constructive ways to handle conflict.• List actions that cause conflict and damage

relationships.• Demonstrate active listening, paraphrasing, goal setting,

problem solving, and giving constructive feedback.• Describe how to cope with criticism.• Write a conflict resolution plan.

PRINCIPLES OF MANAGEMENT / LEADERSHIPLooking to take your team to extraordinary results? Start with perfecting your skills for managing and leading others. Most managers would prefer to be known as leaders, and that suggests what is needed for leadership goes beyond basic management skills. Develop your full potential as a manager and a leader.

• Assess your personal strengths and build on them.• Understand the basic requirements of managing others.• Explore leadership theories.• Create a personal development plan.

PROVIDING EFFECTIVE FEEDBACK TO ACHIEVE WIN-WIN PERFORMANCE REVIEWSThis workshop will focus on how to provide effective feedback on a regular basis so that you can transform performance reviews into valuable opportunities to build on-going relationships, set individual performance goals, and exchange crucial information and ideas with employees. In this workshop, participants will learn how performance reviews are part of the talent management system. They will engage in exercises to practice feedback techniques, role-play difficult situations, and review scenarios and case studies.

• Review techniques to provide constructive feedback.• Demonstrate the coach model for providing feedback.• Create a plan to prepare for a performance review.• Identify ways to conduct an effective performance

review.• Describe active listening skills.• Create a performance development plan.

STRATEGIC PLANNINGFrom the vision statement to action plans, leaders are called upon to guide their organizations in the development of strategic plans. While this workshop will not necessarily make you a skilled facilitator of the process, it will provide fundamental principles and lay the framework for the pre-work necessary for a successful strategic planning event.

• Learn the value of visioning and how it contributes to the strategic plan.

• Identify your role as a leader in the process.• Determine next steps in your organizational

planning and when to utilize a facilitator.

STRATEGIES FOR MOTIVATING YOUR WORKFORCEOne of the primary responsibilities of any leader is getting things done through other people. Getting those employees excited about what they are doing so that their performance continues to improve, is a challenge most leaders face. During this workshop, we will look at key principles for motivating employees and how you can specifically apply those principles with your own various employees. You will leave the class with ideas on how to motivate an unmotivated employee, an overworked employee, as well as keeping your high achievers going strong.

• Identify and analyze what motivates you and your team members so that you can create a motivated environment.

• Use practical ways to recognize and reward performance.

• Develop better teamwork within their work groups so that more gets accomplished in less time.

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STRENGTHS ESSENTIALSLearn to recognize and affirm your personal strengths, and utilize them to create efficient strategies to accomplish goals. Participants will learn to leverage their talents, collaborate with co-workers, create efficient strategies for excelling in the workplace, and contribute to a team environment leading to improved performance.

• Complete an assessment to better understand your strengths and areas that might further enhance your effectiveness.

• Identify the psychological and practical obstacles that can impede your progress to becoming a strength-based leader.

• Develop strategies for building a proactive environment where individuals can thrive, discover their talents, and have an opportunity to use their best selves daily.

• Discover the role individuals play to better understand performance and engagement.

• Appreciate individual diversity and discover ways to utilize this information to achieve results.

• Develop an action plan to advance your career through the use of SMART goals, leveraging values, determining personal niche, and personal brand development.

THE ART OF EFFECTIVE DELEGATION SKILLSWithout appropriate delegation, your team will become inefficient and demoralized. It’s one of the most important management skills you can establish. Learning to delegate effectively saves you time, develops your people, grooms a successor, and motivates your team. In this highly interactive workshop, you will work on different case studies and exercises.

• Learn when it is appropriate to delegate work to associates and staff, and when it is not.

• Discover how delegation helps create a successor for you, and why that is important for your organization.

• Understand what—and what not—to delegate.• Be able to explain different communication and work

styles and why they are important in choosing what to delegate, how to delegate, and to whom.

• Be able to manage the work once it has been delegated.

TRANSFORMATIONAL LEADERSHIP DEVELOPMENTTransformational leaders propel an organization to new heights by fostering a consistent culture of accountability, agility, and innovation. Such organizational leaders prefer to define their future versus being victims of it. They recognize opportunities quickly and work collaboratively to transform strategies into action. They are skilled at recognizing the talents of their teams and aligning resources in ways that consistently produce desirable results. This workshop is specifically designed around the existing skills and attributes of the individual participant, and customized to enhance skills and remove barriers to performance.

• Learn how mission and values drive desired performance, behavior, and effective decision-making.

• Understand their fundamental role in creating agility in an era of rapid change.

• Develop skills to become thought-provoking, persuasive, and effective communicators.

• Self-actualize, becoming a better version of their best leadership self.

• Become effective mentors and coaches in helping others achieve their performance potential.

• Learn how to build trust, drive innovative thinking and processes, create a high-performance workplace, embrace change, resolve conflict, facilitate problem solving discussions, lead outcome-based meetings, and establish a culture of accountability.

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TRAINING SOLUTIONS

APICS AND YOUR SUPPLY CHAINTo compete in today’s global marketplace, you have to optimize your supply chain operations by teaching employees how to maximize use of operational tools and implement industry best practices. The Association of Operations Management (APICS) is the global leader and premier source of the body of knowledge in operations management including production, inventory, supply chain, materials management, purchasing, and logistics. Since 1957, individuals and companies have relied on APICS for its superior training, internationally recognized certifications, comprehensive resources, and worldwide network of accomplished industry professionals.

The Center for Business Performance Solutions (CBPS) in partnership with APICS Milwaukee Chapter, offers training to support candidates in their journey towards becoming certified in Production and Inventory Management (CPIM) and Supply Chain Professional (CSCP).

• Improve efficiency of your organization’s supply chain.• Streamline operations through accurate forecasting.• Predict outcomes more accurately.• Increase profitability to optimizing your organization’s

inventory investment.• Discover how to positively affect lead times, inventory,

productivity, and bottom-line profitability.

ASSESSING YOUR SUPPLY CHAINIt is likely that you are familiar with the metrics associated with your company’s financial performance, but how versed are you in another indicator of financial performance—your company’s supply chain? Do you know how well your internal supply chain is performing in terms of inventory accuracy or on-time delivery? Many companies have overlooked the importance of supply chain performance measurements. This situation exists despite the fact that supply chain performance is the leading indicator of excellent financial performance.

• This workshop is designed to assist companies with establishing an assessment that can be used to determine how well their supply chain process is operating and where improvements are needed.

• Recognize the elements needed for maintaining a well-run supply chain.

• Gather and evaluate your organization’s supply chain activities and processes.

• Rate the elements needed to achieve quick wins toward maximizing supply chain performance.

INVENTORY BEST PRACTICES Manufacturing and distribution companies often depend on inventory to operate or fill client orders. Inventory is a major asset that helps a company with tasks such as planning and staying within budget. In addition, keeping accurate inventory records is a major management commitment that has multiple benefits.

• The focus of this workshop is to provide an overview of current best practices in inventory management and its impact on the organization’s supply chain.

• Identify the common challenges associated with inventory management.

• Explore ways to improve inventory record accuracy.• Recognize the true cost associated with maintaining

inventory and how to balance when and how much inventory to have on hand.

• Determine and implement common systems and practices used in inventory storage and retrieval.

MANAGING INVENTORY AND CYCLE COUNTSIncrease your efficiency and improve your bottom line with basic practices that include inventory control policies to manage resources.

• Establish the right foundation for your inventory management system.

• Develop a streamlined, time-saving inventory preparation system.

• Build confidence in the efficiency and accuracy of your inventory numbers.

MANAGING RESOURCES AND LOGISTICS

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TRAINING SOLUTIONS

MANUFACTURING PROCESS AND PRODUCTIONWhat happens from the time an order is placed to the time product goes out the door? Examine the manufacturing methods, materials, and equipment involved in the progression of design to final product.

• Gain a greater understanding of the roles and responsibilities of individuals involved from various departments working jointly to ensure the product is produced to specifications, on time, and meets quality standards.

• Gain valuable knowledge in discussing manufacturing processes including those involving hot and cold metals, plastics, and composite materials.

SOURCING BEST PRACTICES Moving from being a buyer of specific supplies or materials toward becoming a strategic sourcing partner requires broadening the way any organization views sourcing.To be effective in purchasing or procurement processes, qualifying suppliers is a critical step to ensuring that quality supplies and materials will be used in the organization.Each time a company is faced with making a critical purchase, one of the first thoughts should be about involvement—who needs to be involved with qualifying suppliers?

• Identify the best approaches used to select and qualify suppliers.

• Prepare for a contract negotiation with a supplier by studying the steps in the process.

• Determine the advantages and challenges with implementing a Supplier Relations Management (SRM) strategy.

• Recognize the valuable role strategic alliances play in your organization’s supply chain.

• Identify the best practices used to measure supplier performance.

EMOTIONAL INTELLIGENCEEmotional intelligence is a set of competencies that enhance the ability to monitor one’s own emotions while managing those of others. Those with a high emotional quotient typically have greater mental health, exemplary job performance, and more potent leadership skills. They are able to excel at leading, inspiring, and guiding others to achieve their best work. Explore the emotional intelligence construct, and discuss ways to enhance one’s emotional intelligence.

• Develop greater understanding of your emotions and the triggers that make you reactive in times of stress.

• Recognize and manage heightened emotions of others as a means of optimizing collaboration and performance.

• Develop strategies for de-escalating reactionary and volatile responses of team members.

DEVELOPING YOUR PERSONAL BRAND: GETTING NOTICED FOR THE RIGHT REASONSHave you ever noticed that some people seem to be predisposed for success in the workplace? In our current competitive job market, it can be difficult to feel like we have what it takes to get ahead. It isn’t all chance. There are certain common sense—but easily forgotten—principles that when put into practice, stand out to employers and supervisors and can help pave the way to advancing your career.

• Explore some of the fundamental principles that can help move your career forward.

• Discover how you can optimize strengths you already possess.

GOAL SETTINGHave an idea or dream you would like to bring to fruition? Learn how to put ideas into action and execute plans. Topics on goal setting and time management provide participants with the framework to make better decisions about how to utilize time.

• Prioritize goals for maximum return on investment.• Embrace the discipline of daily focus for success.• Achieve your long term goals by learning the value

of “backwards planning.”

PERSONAL / PROFESSIONAL DEVELOPMENT

"The line between disorderand order lies in logistics..." —Sun Tzu

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OPTIMIZING INTERPERSONAL COMMUNICATION STYLECommunication can be one of the most powerful tools we have to influence change, create a call to action, empower others, and share information. Yet as a skill, most of us do not understand the nuances that can hinder our own effectiveness, and therefore, rarely develop an optimal style. Discover your preferred style of communication and learn how to apply concepts that will result in consistent, effective communication outcomes.

• Develop skills in asking questions that give you the information you need.

• Learn what your non-verbal messages may be telling others.

• Develop skills in listening actively and empathetically toward others.

PERSONAL CAREER DECISION-MAKING: HOW TO KNOW WHEN TO GODecisions which affect one’s career can be the most difficult and disruptive if done without a clear plan. Internal and external pressures can contribute to indecision.

• Learn to guide your career by asking the right questions, and understand the factors that contribute to one’s successful career development.

• Develop a vision and plan for your career path to determine the path of career fulfillment.

PERSONAL EFFECTIVENESS: HABITS OF SUCCESSFUL PEOPLEThe demands our careers place on our shoulders can at times be overwhelming. With so many distractions caused by an unending influx of information, our lives can quickly become an exhausting blur of activity. Take control by exploring what is most important to you and operating out of those priorities. Participate in a series of exercises that will guide you to shift your focus from managing time toward managing priorities.

• Define personal effectiveness and what it means to you.• Explore aspects of your work and personal life to

recognize what is most important to you.• Recognize the difference between important and urgent

and how to create alignment with others.

PERSONAL PRODUCTIVITY: TIME MANAGEMENT AND DELEGATIONFeeling a bit overwhelmed these days? Learn how to take control of your time so that your employees can better manage theirs. Analyze your current work habits, put to use tips and tools to successfully prioritize, handle interruptions, overcome procrastination, and keep yourself and others motivated in tough times.

• Review all that’s on your plate and analyze current work habits.

• Perfect interpersonal skills to handle interruptions and negotiate deadlines.

• Identify ways to motivate yourself and others to reach goals and overcome obstacles.

PERSONAL STRATEGIES FOR NAVIGATING CHANGEIn today’s workplace, employees are experiencing tremendous changes in organizational strategies in the way work gets done, and the way people work together. These changes present new demands and challenges for every individual in the organization. Without personal strategies for dealing productively with change, people can become overwhelmed and communication can break down.

• Examine and learn from your own behavior during times of change.

• Recognize and be prepared for common responses to change.

• Assess and come to terms with reasons for change.• Discover how to work effectively with others who

resist change.

PROFESSIONAL IMAGEYou are the brand! How will you package and present yourself as a business professional? Every day you get a chance to make a statement about your value through your personal choice of clothes, conversation, technology, and professional behavior. This workshop provides the tools to build your personal brand through academic wardrobe engineering, dining, phone and e-mail etiquette, networking, relationship building, and conversational skills. Analyze how you can hone the key skills organizations need in order to be successful in today’s competitive environment. Learn how to translate your personal distinctiveness into a winning strategy for success.

• Develop your personal business brand by discovering what makes you unique.

• Improve your professional written and electronic business correspondence.

• Practice your networking, relationship building, and conversational skills.

STRENGTHSFINDER™: A POWERFUL TOOL FOR SELF-DISCOVERYStrengthsFinder™ is a tool designed to help individuals identify their strengths as a foundation for leading others and optimizing personal performance. This workshop will provide each participant an opportunity to complete the StrengthsFinder™ assessment, review and discuss the results, and put the report into context of work, personal satisfaction, and fulfillment.

• Discover your five themes and learn their underlying meaning relative to your work/life responsibilities.

• Discover the “blind spot” associated with your individual theme.

• Learn to assess the strengths of others as a means of supporting their development and performance.

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TRAINING SOLUTIONS

BALANCING MULTIPLE PROJECTS AND TASKSFor career-minded professionals like you, success can be a double-edged sword. As you excel at your job and increase in value to your organization, you will likely be charged with increased responsibility. This workshop is designed for the way professionals work today. Unlike similarly titled programs that are a rehash of old ideas and outdated concepts, this training provides the most practical, on-point, project management approaches, and prioritizing tools to insure your success. You will identify habits and behaviors that are wasting your precious time and sabotaging your efforts.

• Identify a method for setting goals.• Establish priorities that will serve as your guide for

choosing where you spend your time.• Determine what is truly important so that you can begin

letting go of the non-essential tasks, activities and commitments that are restricting your productivity.

• Focus your efforts where they will make the biggest difference in your results.

BASICS OF FLOW CHARTINGOne of the many tools used in process improvement is flow charting. Flowcharts are easy-to-understand diagrams that show how the steps in a process fit together. Their simplicity makes them useful for communicating how processes work, and for documenting how to do a particular job. Furthermore, the act of mapping out a process using a flowchart can clarify your understanding of it, and help you improve it.

• Discuss how creating a flowchart can help you define and analyze a process.

• Identify the common symbols and their uses in flow charts.

• Practice creating a flowchart you can use to troubleshoot a problem.

DEVELOPING EFFECTIVE PROJECT PLANS The foundation for a successful project is creating a robust and realistic project plan. Accurate forecasting of resources required —and risks anticipated—can help build a plan that will deliver the desired results on time and within budget. Reduce resistance to the implementation through understanding your stakeholders and including appropriate change management actions into your time line.

• Determine which risk mitigation actions to implement in order to minimize project waste.

• Discover methods that help you effectively utilize shared resources.

• Establish a plan to ensure a smooth roll-out.

ENGAGING AND MANAGING PROJECT STAKEHOLDERSIdentifying stakeholders is critical to the success of a project and its lasting impact. In order to be able to engage the key stakeholder groups, it is important to determine how these stakeholders are engaged with your organization and how they might contribute to the success of the project.

• Identify stakeholders and their roles.• Discuss rules of engagement.• Identify tools for managing stakeholders throughout

the process.

ENGAGING PROJECT TEAMS: ACCOUNTABILITY, COLLABORATION, AND COMMUNICATION A good project manager acts as a conductor—that is not performing all the tasks themselves but orchestrating the resources to work together for the desired outcome. Critical skills are communicating clear expectations, inspiring, influencing, and knowing when to escalate issues. The team will function most effectively if they understand both the big picture and their specific roles. Those new to the project management role and those wishing to improve their effectiveness will benefit from this workshop.

• Establish and communicate clear, realistic expectations to establish accountability.

• Improve decision making through effective tools and techniques.

• Define roles and responsibilities.• Enhance your influencing style.

PROJECT MANAGEMENT

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ESTIMATING AND SCHEDULING ACTIVITIESEstimating work and managing schedules is a project management core competency. Optimize opportunities by focusing on task identification, work breakdown, resources, dependencies, schedules, and trade-offs. Learn to weigh the value of each element against the final objective.

• Define terms used in estimating work and managing schedules.

• Focus on key elements of scheduling and planning.• Learn to weigh the value and contribution of

each step to the overall project.

PROJECT MANAGEMENT PRE-PLANNING: IMPACTING PROFITABILITYWhen starting up a new project there is a lot of opportunity to change or improve your current systems. Greater investment in pre-planning the project leads to increased profitability, greater likelihood of on-time project outcomes, and improved rate of success.

• Define the pre-planning stage.• Discuss steps in pre-planning and alignment

to key questions.• Explore ways to eliminate barriers before they

become obstacles to success.• Identify tools to assist in the pre-planning phase.

ROLE OF LEADERSHIP IN PROJECT MANAGEMENT Effective managers will plan, utilize tools to assess opportunities, coordinate activities, and measure outcomes all in an effort to solve problems. Leaders will develop a vision first and devise strategies on how to achieve that vision. Understanding the value of including vision among the project team will ensure the right project for the right outcome.

• Examine the importance of visioning; tapping strengths of the organization.

• Learn techniques to engage other leaders, and to identify their role in your project.

• Identify the tools for assessing vision in the planning process.

SECRETS OF SUCCESSFUL PROJECT MANAGEMENT Understand the essential elements needed to define the project and ensure success. General concepts and principles of project management will be aligned with key strengths as a means to overcome barriers.

• Define Project Management.• Answer the critical questions:

- What are the objectives of your project? - What do you want to produce or deliver? - What is the business reason for doing this project?

• Identify barriers; strengths; role of time management; and team building opportunities.

TRACKING PROJECT ACTIVITIESThe ability to effectively track projects provides the decision-maker immediate information upon which to base decisions regarding the need to re-allocate resources, change direction in process, or modify the project objectives. Knowing variables that must be controlled and monitored—and knowing how to do so—can result in significant savings of resources.

• Define monitoring and controlling relative to project management.

• Identify variables for controlling and monitoring the project.

• Weigh the value and impact of variables on the project.• Discover how to assess and determine when a project

is off track.

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TRAINING SOLUTIONS

FIRE BRIGADE TRAININGThis workshop can be customized based on your organization’s needs. We offer a variety of different training topics including but not limited to live fire training (extinguishment), hazardous materials operations, incident stabilization, protective measures, and incident command.

• Assess your current preparedness.• Develop a fire safety plan that meets your needs.• Learn to train individual fire readiness champions

within your organization.

FIRE EXTINGUISHER TRAININGFire extinguisher training provides attendees with the knowledge necessary to utilize a fire extinguisher to extinguish an incipient-stage fire.

• Learn to identify the classification of a fire based upon the combustible involved.

• Recognize and study the different class fire extinguishers and their usage.

• Learn to operate the proper extinguisher for various classes of fires.

HEARTSAVER AEDThis workshop covers basic techniques of administering CPR and use of an automated external defibrillator (AED). It follows the American Heart Association guidelines for performing CPR and using an AED. Workshop includes a textbook and certification card upon completion.

• Recognize life-threatening situations.• Learn to relieve a foreign body airway obstruction.• Learn to use a barrier device during rescue breathing.

HEARTSAVER FIRST AIDBasic first aid procedures lead step-by-step to ensure a consistent approach to treating emergency injuries including bleeding control, bone, joint and muscle injuries, burns, and specific injuries to the head, chest, abdomen, pelvis, and spine. This workshop also addresses common sudden illnesses including seizures, diabetic emergencies, poisoning, bites and stings, and heat and cold emergencies. Skill practice sessions afford plenty of time for hands-on application. Textbook is included. A two year certification card is awarded upon completion.

• Recognize and control emergency situations.• Provide first aid for acute injuries and sudden illnesses.• Appropriately document situations.• Understand limits and liabilities.

ISO AUDITParticipants will receive hands-on experience in planning an ISO 9001:2008 audit. Topics covered include creating audit checklists, conducting internal quality system audits, and reporting and closing the audit.

• Learn the essential requirements of the ISO 9001:2008 standards.

ISO BASICS: IS YOUR ORGANIZATION READY?International Organization for Standardization (ISO) certification requirements are viewed as guidelines for any corporation seeking recognition in line with the ISO standards. Those organizations committed to the process enhance their competitive position by achieving cost savings, quality improvement, and other efficiencies.

• Identify the steps to take to achieve ISO certification.• Discuss supervision and management approaches

needed to implement and sustain ISO certification.• Discuss the intent of the different sections (clauses)

of the ISO 9001:2008 standard.• Discuss the importance of internal audits and the role

of the internal auditor.

OSHA 10-HOUR CONSTRUCTION INDUSTRY HEALTH AND SAFETYThis workshop is ideal for supervisors with safety and health responsibilities, and for ensuring employee safety and health awareness. Special emphasis will be placed on areas most hazardous using OSHA standards as a guide. Participants receive an OSHA construction industry safety and health 10-hour course completion card from the Department of Labor.

• Gain an introductory overview to OSHA policies, procedures, and standards.

• Discuss general industry safety and health principles covered in OSHA 29 CFR 1926.

OSHA 10-HOUR GENERAL INDUSTRY HAZARD RECOGNITIONThis workshop is intended to provide entry-level general industry workers broad awareness on recognizing and preventing hazards on a general industry site. Special emphasis will be placed on areas most hazardous using OSHA standards as a guide. Upon successful completion, participants will receive an OSHA general industry safety and health 10-hour course completion card from the Department of Labor.

• Gain an introductory overview to OSHA policies, procedures and standards.

• Discuss general industry safety and health principles covered in OSHA Act Part 1910.

SAFETY, REGULATION, AND COMPLIANCE

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A+ CUSTOMER SERVICEBuilding customer service skills will have a powerful impact on your career as well as other areas of your life. Loyal customers are a company’s most valuable asset. Organizations that put customers at the core of all they do out perform their competitors. Choose all or several training workshop topics.

• Wow your customers by understanding their expectations and then exceed them.

• Practice proactive listening techniques.• Learn how to recognize and deal with customer turnoffs.• Discover ways to deal with angry customers in a

positive manner.• Learn techniques to recover potentially lost customers.

ADVANCED SELLING SKILLSSelling is an exchange of values often for the purpose of meeting a need or improving a situation. Each sales interaction follows a seven-step process: the approach; the interview; demonstration; validation; negotiation; handling objections; and closing. This workshop provides participants with the knowledge necessary to create an edge and effectively manage each step while staying focused on developing the relationship into one of trusted partner and consultant.

• Learn the right questions to uncover customer needs and desires.

• Discover how to read your customer’s body language and non-verbal communication to identify customer needs and concerns.

• Discover techniques to respond to excuses in a positive and influential manner.

• Create a list of what to take on a sales call.

ADVANCED TRACKING AND SALES REPORTING Improve your process by enhancing your monitoring, tracking, and reporting process. Optimize the power of ACT© tools associated with reporting, mail merge and other templates, automated scheduling, and marketing campaigns.

• Establish the relevance of various reports on customers and sales groups.

• Generate detail specific reports, mail merges, schedule tasks, reminders, and other integrated tools.

• Develop sample reports and merges.

ASSESSING THE CUSTOMER EXPERIENCETo truly achieve a customer-centric focus, you must be willing to examine the experience from the outside-in. This requires a commitment to determine what really matters to your customers, insight into how best to measure those against business priorities, and how to execute consistently to achieve desired performance and positive impact on the bottom line. This interactive workshop guides participants in defining a strategy and developing a customer assessment tool that can be used to guide customer-centric services.

• Understand the value of creating a customer- centric experience

• Develop a simple tool to assess the customer experience

• Utilize assessment to create alignment to organizational goals and performance metrics

BECOME A MASTER PROSPECTOR: PROSPECTING AND BUILDING A RELIABLE CUSTOMER BASESales leads are everywhere. Learn to become highly aware of opportunities and ready to connect with prospects in a positive and memorable way.

• Identify a variety of prospecting methods.• Learn how to manage prospect information accurately

and consistently.

BUILDING RELATIONSHIPSSuccess in sales begins with treating customers like lifelong partners. When customers feel that you are looking out for their best interest, you build trust. Your sales staff will become better solution providers.

• Discover how to deliver more service than you promised.

• Accept responsibility for mistakes and develop a “we can” approach.

CLOSING THE SALEClosing is not a separate event that is done only at the end of the sales process, but rather something that should be done all along the course of the presentation.

• Identify buying signals.• Study and practice types of closes.

COLD CALL PROSPECTING: DEVELOPING AN EFFECTIVE AND PROFITABLE STRATEGYCold calling is the art of approaching someone, professionally, openly, and meaningfully, with a sensible proposition. Good cold calling performed properly is a fundamental and highly transferable skill, whose basic principles are found in the behaviors and techniques of all great entrepreneurs and leaders. Discover the power of the cold call.

• Explore and practice a variety of techniques for gaining attention, creating a positive first impression, and becoming memorable.

• Develop “elevator speeches” and “unique selling propositions.”

SALES AND THE CUSTOMER EXPERIENCE

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COLLABORATIVE SELLINGTop sales professionals sell differently than second place finishers. A new brand of sales professional understands how to win the sale with strong margins even when faced with strong competition and commoditization. In this workshop, sales people will learn how to shift the odds in their favor and win more!

• Build a viable pipeline of prospects.• Explore how to sell to strategic leaders.• Discuss questions to ask that will gain insider’s

information and qualify, so time or resources are not wasted on “no-go” opportunities.

• Identify ways to effectively turn resistance into a buying opportunity to advance the sale, and secure the agreement.

DYNAMIC PRESENTATIONSOur world is filled with “noise” from so many emails, advertisements, and individuals competing for attention. In sales, it’s essential to create presentations that prospects will find impactful, meaningful, and memorable.

• Explore how to turn product features into benefits.• Explore tactics for making sales presentations such as

demonstrations, involving the prospect, using sales aids, and technology.

• Develop a plan for an effective presentation, give a practice presentation, and receive feedback.

EMOTIONAL INTELLIGENCE FOR SALES PROFESSIONALS Emotional intelligence is a set of competencies that enhance the ability to monitor one’s own emotions while managing those of others. Tap into to the power of Emotional Intelligence to add passion and excitement to your sales presentations.

• Explore ways to keep yourself motivated, positive, and how to persevere if you lose a sale.

• Practice becoming better at “standing inside your customer’s shoes” and building trust by displaying sensitivity and concern.

• Recognize and managed emotions for better decision making.

• Review the five competencies of emotional intelligence and understand why they are important to personal and professional success.

ESSENTIAL SELLING SKILLSWhen you understand the value you bring to your customer, you become a catalyst for the sale. Understand the essential techniques and strategies to selling services, products, or concepts.

• Learn how to identify prospects, communicate product features and benefits, and present sales solutions.

• Recognize the differences between prospects and leads.

• Discuss the right questions to uncover customer needs and desires.

• Develop a client list to generate and build business.

HANDLING CUSTOMER COMPLAINTSHave you ever found yourself totally frustrated or at a loss as to how to handle a demanding customer? What do you do when a situation escalates to a point where you might lose your cool or put your job in jeopardy?

• Become skilled at allowing customers to vent.• Identify techniques to acknowledge customers’ feelings

and learn to “stand inside their shoes” to build trust.• Discuss the importance of taking ownership of the issue

or problem to avoid blaming the customer.• Learn how to keep the focus on the problem, and don’t

take it personally.• Discover how to collaborate with the customer to solve

the problem.

HANDLING OBJECTIONS: NEGOTIATING THE SALE Successful sales presentations—those that end in a sale— have twice as many objections as those presentations that are unsuccessful.

• Gain techniques to remain positive about objections.• Develop an understanding about why prospects

have resistance.• Learn techniques to uncover hidden concerns

or questions, and practice methods for over- coming objections.

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IDENTIFYING NICHE: PROBLEM AND NEED DISCOVERY The most powerful need of every human being is to be truly listened to and understood. If you could master this skill you would be better able to connect with prospects, to understand their unique needs, buying criteria, and key motivators. Good listening and questioning techniques keep your prospect actively involved in your presentation. This is fundamental to building a motivating presentation of benefits that address your client’s unique needs. Master problem and need discovery and watch your business grow.

• Discover ways to create a climate that encourages open dialog.

• Develop skills that will help you to improve your listening abilities.

• Discuss powerful questioning techniques.• Learn to weave questions into your presentation.• Practice skills to clarify and summarize understanding.

IDENTIFYING THE OPPORTUNITY: PROBLEM AND NEED DISCOVERYThe needs discovery step in the sales cycle is undoubtedly the most important step in the sales process.

• Learn the importance of diagnosing customer needs before providing solutions.

• Practice a variety of questioning and listening techniques to uncover customer needs.

MANAGING AND COACHING YOUR SALES TEAM: DEVELOPING AN EFFECTIVE SALES MANAGEMENT PROCESSFor sales managers and business owners, having a clearly-articulated sales management process in place provides a roadmap for sales representatives and support team members. Many times, resources for growing new business and retaining existing business are limited, so the metrics and expectations a sales manager sets, determines the success of the business.

• Identify sources of data used for creating accurate sales forecasts.

• Compare common elements of compensation plans to consider for your organization.

• Assess common off-the-shelf sales automation tools used to increase sales efficiency and effectiveness.

• Discuss best practices in identifying, measuring, and managing sales opportunities.

MANAGING AND COACHING YOUR SALES TEAM: INTEGRATION AND EXECUTION OF SALES MANAGEMENT PROCESSES AND SYSTEMSImplementing and maintaining a structured selling function throughout the organization is a challenging process. It involves defining what roles everyone plays in sales, setting and communicating expectations, creating momentum with sales meetings, and driving accountability while keeping the organization’s focus on the market. This dynamic session provides sales leaders with resources to create a culture of accountability and maximize performance based on a clear set of goals.

• Define sales and sales support roles and responsibilities in your organization.

• Establish a process for clearly communicating metrics and expectations.

• Practice coaching to maximize sales performance.• Create a plan to execute effective sales meetings.

MANAGING AND COACHING YOUR SALES TEAM: THE SALES MANAGEMENT FUNCTION AND ROLEA proactive sales manager can increase the chances of team success by developing an awareness of each individual’s needs and motivators. The essential job functions that a sales manager performs will be highlighted including how to build an effective team, how to set and align sales goals with company goals, and how to develop an effective sales plan. As a result of attending this class, you will be able to:

• Identify methods used to recruit and assess sales talent.• Compare sales organization structures and identify the

one best suited to achieve business goals.• Develop a comprehensive sales plan based on

defined goals.• Determine the appropriate amount of direction and

support needed to motivate sales team members.

MANAGING YOUR ACCOUNTS RECEIVABLEEffective management of your company’s accounts receivables is crucial to maintaining positive cash flow for your business. Learn to balance the objective of getting paid while maintaining your customer relationships.

• Define challenges from multiple perspectives: Why might the account be late?

• Establish practices for consistency.• Explore how to build allies and maintain relationships.• Identify best practices to get results.

POWERFUL SALES PRESENTATIONS / CLOSINGSThe quality of your sales presentation will often determine whether a prospect buys from you or one of your competitors. There are six strategies that will help you create a presentation that will differentiate you from your competition. Participants will learn to apply these techniques in every sales situation.

• Identify and practice six strategies to establish relevance, connect product with clients, and to stay on point.

• Explore relevant examples through the use of case studies.

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SALES TRAININGIn any company, it’s sales that make everything else possible. The powerful sales training workshops provided by WCTC’s Center for Business Performance Solutions can help your sales staff identify specific activities they can use to generate more leads, capture your prospect’s attention, handle objections, and close more deals. All workshops are designed to reinforce basic selling skills and to introduce participants to new concepts that will motivate them to sell more. Opportunities are provided that allow participants to practice skills learned.

• Discover techniques to improve your sales force productivity.

• Learn how to build strong and long relationships with customers.

• Gain a competitive edge in aggressive markets.

SECRETS OF SELLING STYLEWhen building credibility with prospects and customers, under-standing their behavioral style and preferences is tremendously important to keeping the lines of communication open.

• Complete an assessment to determine your communication style preferences.

• Gain an appreciation for the styles of others.• Explore and practice techniques for “flexing”

communication style.

SECRETS OF SUCCESSFUL NEGOTIATIONSGreat negotiators are deliberate communicators who do not concede under pressure. Instead, they are masterful at turning adversity into agreement. Empower people with the knowledge, strategies, and skills that lead to mutual agreement.

• Learn how to prepare for a negotiation.• Develop skills to create common ground

to achieve mutually beneficial outcomes.• Identify how to give and get concessions.• Recognize the right counter-move to common

negotiation tactics.• Gain strategies for handling the toughest

negotiation situation.

THE CLOSE AND FOLLOW-UP: THE VALUE OF LONG-TERM RELATIONSHIPSWithout closing—you don’t get paid. Closing is not something you do at the end of the presentation, but a process used throughout your interaction with a prospect. Learn to close every sale with natural confidence. We’ll also share proven techniques to gain future business and build long-term relationships. Make the sale every time.

• Learn how to stay motivated even when facing rejection.• Explore techniques to get in the door.• Recognize buying signals.• Practice proven closing techniques.• Develop a systematic follow-up plan.

THE SALES APPROACH: 30 SECONDS TO IMPACTMost people form an opinion of someone and the product they represent within the first 30 seconds. The key to a successful interaction is to lay a foundation of trust and likeability within the first few seconds of that initial encounter. This workshop will focus on how to put forth the most powerful impression within the first 30 seconds.

• Identify elements of trust needed to establish during an initial encounter.

• Recognize how a powerful greeting, along with manners and poise, combine to leave a lasting, powerful impression on the senses of your customer.

• One of the keys to increasing sales productivity is not working harder, but working smarter.

• Practice communication techniques used to improve efficiency.

• Identify techniques to make the most of travel time.

TIME MANAGEMENT FOR SALES PROFESSIONALSOne of the keys to increasing sales productivity is not working harder, but working smarter. Techniques to take control of time and self-management can be learned.

• Explore techniques and technology used to stay organized.

• Practice communication techniques used to improve efficiency.

• Identify techniques to make the most of travel time.

TRACKING AND OPTIMIZING SALES OPPORTUNITIES Improve your efficiency at tracking and managing your sales opportunities through better database management. Get an in-depth review and hands-on access to the powerful tools associated with ACT©.

• Establish the relevance of tracking customers and maintaining current data.

• Work with Contact Data, History, Detail Views, Task List Views, Sales Opportunities, Searching, Pipeline & Forecasting, Notes, and Activities.

• Establish naming schemes and manipulate data.

TRADE SHOW PROSPECTINGAre you getting the best ROI for your trade show efforts? Sales organizations invest millions of dollars every year promoting and attending trade shows. These glitzy, high-energy events promise to bring the latest industry innovations together with highly motivated prospects to create win-win opportunities for everyone. Get a highly interactive overview of the best practice strategies for maximizing your trade show experience.

• Develop an effective process for planning your trade show goals, strategies, and tactics.

• Discover how to identify and train the right personnel for your trade show team.

• Learn how to target the right accounts quickly, and effectively connect with them during the trade show in a way that will help you shorten the sales cycle, close more business, and do it faster.

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TRAINING SOLUTIONS

ACROBAT PROFESSIONALAdobe Acrobat creates Adobe PDF files, the most common format used when distributing electronic documents. A PDF (Portable Document Format) solves the challenges of electronic document dissemination such as missing applications, fonts, cross-platform issues, and file size. You can use Acrobat to convert documents created in any application (InDesign, Quark, Word, Excel, Illustrator, etc.) into Adobe PDF files.

• Gain confidence as you learn several ways to construct PDFs.

• Modify PDFs to include headers/footers, attachments and watermarks, create interactive forms, add comments, markup and digital signatures, create document collections, and prepare PDFs for commercial printing.

ADOBE ACROBATMost people agree that Acrobat and PDFs have the potential to dramatically improve your workflow, but do you know how to create a PDF that your prepress facility/printer can use? Learn how to open PDFs, work with PDF task buttons, and work with the navigation pane.

• Save stress for you and your printer by learning to properly prepare Adobe files for prepress.

• Become proficient at converting and combining different types of files.

• Learn how to change, read, search for, and print PDF documents.

ADOBE ILLUSTRATORSet yourself apart by learning how to create high quality PostScript line art as well as special effects for logos, graphs, and charts.

• Create visuals like a pro by utilizing the pen tool and control paths around objects.

• Use clip art to create customized images you can color, trap, and export.

ADOBE INDESIGNWant to put some pizzazz into your company newsletter or business advertisements? This essential training introduces you to the basic tools and techniques required to create professionally styled layouts that deliver a powerful impact.

• Discover the magic of working with text, color, and graphics in creating layouts.

• Without prior knowledge of other applications such as Illustrator or Photoshop, you will learn the skill of applying artistic effects to text and artwork.

MICROSOFT ACCESSUsing databases is an efficient way to manage and analyze significant amounts of data. Explore basic features, define terms, and practice creating a database. A background in managing files in the Windows environment is preferable.

• Create a new blank database and database table.• Create forms and reports.• Set table field properties.• Rename, copy, and delete database objects.• Create, save, and run select queries.• Design a query using multiple tables.

MICROSOFT EXCELExplore the fundamental concepts of spreadsheets while becoming a proficient user of Microsoft Excel.

• Practice worksheet layout while learning the commands of excel.

• Gain experience with creating formulas and macros.• Learn how to analyze data using PivotTables.• Discover how to organize large amounts of data.

MICROSOFT OUTLOOKThe reality of the business world today means trying to balance competing demands including appointments, meetings, email, voicemail, and constant interruptions. This Microsoft Outlook training workshop helps employees learn to stay focused every day using this reliable proven system.

• Stay organized by planning your daily activities and calendar.

• Learn how to organize your email.• Work with the tasks feature and set goals.• Learn how to plan meetings and set up appointments

with others with ease.

SOFTWARE TRAINING

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TRAINING SOLUTIONS

MICROSOFT POWERPOINTThis workshop will focus on developing and enhancing electronic presentations through PowerPoint 2007. Class participants should be computer literate and comfortable in a Windows environment.

• Become skilled at creating professional and engaging presentations.

• Learn how colors and backgrounds can enhance your design.

• Work with graphs and tables so you can use them to your advantage.

• Add interest to your presentations by working with slides, transitions, and effects.

MICROSOFT PROJECTChallenged with keeping track of extensive projects at work or home? Managing all the details and meeting deadlines will be a snap after completing this workshop on using the Microsoft Project tool.

• Investigate, document, and control each phase of an in-class team exercise related to project management.

• Use graphic tools like PERT networks.• Work on Gantt and manpower loading charts.• Discover how to alleviate problems before they occur.• Discover how to control and track progress

toward goals.• Learn how to develop measurable project outcomes.

BLUEPRINT READINGBlueprints are the universal way of communicating throughout the manufacturing process from engineering, manufacturing, assembly, and/or quality (inspection). Learn the skills for interpreting various types of blueprints.

• Gain the ability to communicate properly with others on the production team.

• Learn the skills for interpreting various types of pictorials. You will see how the different lines are put to use from Visible lines, Hidden lines, Dimension lines, and others. This will all be accomplished through ANSI/ASME Standards.

• Define different types of scales used in drawings.• Interpret basic terminology and the various symbols

and notations used on drawings.• Comprehend pictorial drawings.

CNC MACHINE CENTER / COURSEThis workshop is designed to develop the skills needed to program, set up, and operate a CNC turning center. Use blueprint and math skills to select tooling, determine a method of work holding, and write a CNC program to completely machine a part.

• Participants will set-up and operate a CNC turning center.

• Discover how you can modify existing programs and offsets to maintain dimensional control.

ELECTRICITYThis workshop is specifically designed for maintenance technicians and other non-electrical personnel who need to understand basic electricity in order to improve efficiencies and uptime at their industrial plants and large building facilities. A foundation will be established including basic terminology and electrical principles (including the discussion of the relationship between voltage, current, and resistance), electrical hazards and safety, and commonly used electrical test equipment.

• Review electrical codes.• Discuss major electrical components such as

motors and transformers and their purposes within electrical systems.

• Identify general requirements for electrical work defined in the National Electrical Code.

• Understand the basic types of electric maintenance performed in industrial plants and facilities.

TECHNICAL / TRADES SKILLS TRAINING

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GAS METAL ARC WELDING-MIGIn order to develop entry level skills as a welder, participants will learn to successfully identify and utilize welding equipment and procedures safely.

• Identify and describe the components of a GMAW system.

• Learn the proper way to setup a GMAW welder for welding.

• Successfully complete single pass welds in both the flat and horizontal positions.

• Interpret simple blueprints and common weld symbols.

GAS TUNGSTEN ARC WELDING-TIGTraining participants will learn the basics of the Gas Tungsten Arc Welding (GTAW) process and successfully complete welds.

• Participants will be able to properly set up a GTAW welder for welding.

• Learn to complete single pass welds in the flat and horizontal positions on mild steel, stainless steel, and aluminum.

GEOMETRIC DIMENSIONING AND TOLERANCING (GD&T) This theory and application workshop follows ASME Y14.5 2009 standards as well as previous written standards. It is designed for people responsible for specifying or verifying geometric controls as well as correct interpretation. This comprehensive workshop in the fundamentals of GD&T will include terms, symbols, rules, and concepts of geometric dimensioning and tolerancing required to interpret feature control frames and determine tolerances.

• Experience applications in the form of demonstrations and setups using models, company/customer prints, and actual parts.

• Discuss company specific gauging and inspection methods.

HYDRAULICSExplore basic hydraulics including the properties and characteristics of fluids and several types of pumps, valves, actuators, and controls. This workshop also covers basic piping, tubing, and hoses used to convey fluid under pressure and discuss the functions and types of reservoirs, strainers, filters, and accumulators. Other topics include common maintenance activities that are necessary for industrial and mobile systems controlled by hydraulics including seals and packing used in fluid power systems.

• Discuss general systems, system function evaluation, and component operation.

• Examine procedures used in construction, maintenance, and testing of hydraulic equipment.

• Identify common maintenance practices and troubleshooting.

MAINTENANCE AWARENESSThis training incorporates a blended approach of instructor-led and independent study using computer based learning modules. Participants will be selected at least two weeks before the first maintenance awareness class date in order to complete required pre-work before the start of the first class session.There are 15 learning modules to select from:

• Welding• Bearings and Couplings• Basic Electrical Circuits• Belt Drives• Electrical Measurement• Chain Drives• Electrical Power• Machine Control Concepts• Pneumatic Power Systems• Machine Automation• Basic Pneumatic Circuits• Machine Operation Modes• Principles of Pneumatic Pressure and Flow• Electrical Motor Controls• Lubrication and Coolants

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METROLOGYThis workshop focuses on basic instruction and reference materials used by operators to improve their understanding of how operational instruments function, are monitored, and calibrated.

• Identify measurement terms and different types of measurement and test equipment.

• Discuss procedures used to set up and operate a calibration program.

• Define measurement error types and systematic methods to prevent such errors.

• Identify dimensional tolerances and select the best suited inspection equipment.

• Understand the importance of and implement precise, consistent calibration.

PNEUMATICSExplore principles of pneumatic instrument operation and the terms force, pressure, and compressibility. The function, application, and service of air-supply systems, including compressors, air dryers, pressure reducing valves, and storage tanks are discussed and maintenance procedures are identified. Pneumatic control system components including thermostats, relays, switches, valves, and dampers are identified and their operation is explained. Calibration, adjustment and troubleshooting procedures will be identified for different manufacturers’ transmitters and controllers. Valve maintenance and repair procedures are demonstrated.

• Understand the basics of pneumatic components, functions, and symbols.

• Demonstrate safe practices when working with pneumatic and air controls.

• Determine potential pneumatic hazards.• Learn about pneumatic components and their

operational functions.

TOTAL PRODUCTIVE MAINTENANCEWouldn’t it be great if you had a maintenance program that fixed your equipment before it broke? Here are some warning signs that indicate you may need help.

• Equipment experiences unexplained shut-downs and failures or equipment needs constant repair.

• Equipment operates at a slower speed for which it was designed.

• Equipment experiences decreased productivity from machine-related problems.

You are not the only company with these problems. Nationally, the average Overall Equipment Effectiveness (OEE) is 37 percent. That means the country’s manufacturing machinery is averaging only 22 minutes of operation out of every hour! This workshop offers participants a method to proactively maintain machines and equipment at their peak productivity. Develop a greater understanding of TPM and its five major components. Discover how TPM increases overall equipment effectiveness and how it can help avoid interruptions to production.

• Review the seven steps of autonomous maintenance.• Explore how to extend your machine life and improve

machine reliability.• Identify how to increase your machine capacity without

purchasing additional machines or sacrificing additional floor space.

• Develop a plan to improve teamwork and foster creativity within your organization.

• Learn how to improve the safety within your organization.

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CONTINUING EDUCATION UNITS (CEUS)Upon successful completion of select training, CEUs will be awarded. CEUs are a universally recognized system of acknowledging participation in qualified continuing education offerings.

GUARANTEEWe stand behind our training services. Should you be dissatisfied with our service, contact our office immediately so we can work to resolve any issues to your complete satisfaction. Your satisfaction with desired outcomes is our goal.

REFUND POLICYThe Wisconsin Technical College System (10.08 Wisconsin Administrative Code) establishes requirements for district policies and procedures related to fee refunds. CBPS will provide a complete refund provided the registration is canceled up to two weeks before the public workshop begins. Cancellations received less than two weeks before the public workshop are subject to a credit which may be applied to another CBPS program or service (one year expiration), or may be transferred to a colleague. In fairness to all attendees, confirmed participants who do not attend their scheduled session(s) are liable to the entire fee.

INCLEMENT WEATHERIn the event of conditions affecting the regular opening of WCTC, the following sources will give regular notices of any closing or cancellation. If you think WCTC may be closed, look for a message on the front page of the WCTC website (www.wctc.edu), or listen to announcements on local radio and television stations.

PRIVACY STATEMENTWaukesha County Technical College respects your privacy. We will protect participant’s personal information and adhere to all privacy legislation requirements. This information is covered by the authority of the Family Educational Right and Privacy Act of 1974 (FERPA). This federal legislation protects the individual’s education records. School officials are not permitted to disclose personal identifiable information without consent. Per Registrar, CBPS is obligated as a department of WCTC to abide by FERPA.

WCTC is an Equal Opportunity Affirmative Action Employer/Educator

FAQLOCATIONWaukesha County Technical College Center for Business Performance SolutionsHarry V. Quadracci Center • Q Building800 Main StreetPewaukee, WI 53072

VISITwww.wctc.edu/cbps

EMAILcbps.info@wctc.edu

CALL262.695.7828

OFFICE HOURS Monday – Friday8:00 a.m. – 4:00 p.m.

"An investment in knowledgepays the best interest." —Benjamin Franklin

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WAUKESHA COUNTY TECHNICAL COLLEGEPEWAUKEE CAMPUS

Center for Business Performance Solutions Harry V. Quadracci Center (Q Building)

800 Main Street • Pewaukee, WI 53072262.695.7828

www.wctc.edu/cbps