Change and Personal Style (4 hours)
* Barriers to and Strategies for Making Change
* The Change Model
* How We Change Behavior
* Kiersey-Bates Temperament Sorter
Time Management & Goal Setting (4 - 8 hours)
* Principles of Time Management
* The Priority Matrix
* Managing your attitude towards interruptions
* S.M.A.R.T.E.S.T. Goal Setting Techniques
Communication Skills I (4 hours)
* The Value and Necessity of Effective Communications
* The Four Levels of Reality
* Mental Models and Paradigms
* The Communication Model
* Obstacles to Effective Communication
* Your Personal Communication Style
Communication Skills II (4 hours)
* Tools for Improving Your Communication
* Essentials of Effective Listening
* E-mail and the Internet
* Strategies for Effective Communications
* Exercises
Presenting Your Message (4 hours)
* Building Confidence In Front of Others
* Getting Butterflies to Fly in Formation
* Presenting With Style
* Talking Technique
* Exercises
Leadership Skills I (4 hours)
* Leadership versus Management
* What Makes a Great Leader?
* Changing Attitudes & Behaviors
* Leadership Practices Inventory
* Create and Share a Vision
Leadership Skills II (4 hours)
* Overcome Obstacles to Being a Great Leader at Your Company
* LPI Feedback
* Build Your Leadership Skills
* Creating a Climate for Motivation
Delegating (2 hours)
* Two Types of Delegation
* How to "Ask"
* Why We Don't Delegate
* Benefits of Delegating
* Six-Step Delegation Process
Coaching (4 to 8 hours)
* Characteristics of Coaching
* Coaching Responsibilities
* Coaching Activities
* Exercises
Facilitation (4 to 8 hours)
* Defining Facilitation
* Who, What, Where, When, When Not to
* Why Facilitate
* Listening Skills for Facilitators
* Questioning Skills for Facilitators
* Observation Skills for Facilitators
* Creating the Environment
* Pacing the Meeting
* Providing Feedback
* Exercises
Train-The-Trainer (8 hours)
* The Effective On-the-Job Trainer
* Is it Training or Performance?
* When Training is Justified
* The Training Environment
* Training Methods
* Learning Styles
* The Training Template
* Training the New Employee
* Training the Established employee
* Exercises
Teamwork (4 hours)
* The Value of Teams
* The Purpose of Teams At Your Company
* Types of Teams
* What Makes a Team Effective?
* Team Roles Preference Survey
* The Six Roles in a Team
* Team Development
* High Performance Teams
* Encouraging Disagreement
* Overcoming Obstacles
* Team Decision-Making Techniques
Legal and Ethical Issues of Managers (2 hours)
* Legal Considerations for Interviewing
* Sexual Harassment
* Discrimination
* At Will vs. Firing for Cause
* Case Study Exercises
Documentation (2 hours)
* Purposes
* Documentation Process Requirements
* Legal Considerations
* The Best Defense
* Recognition
* Documentation Accountability
Recruitment (4 hours)
* Purpose and Manager's Role
* Describing Jobs Correctly
* Recruiting Techniques
* Screening Applications
* Using the 80/20 Rule
Interviewing (4 hours)
* Purpose and Manager's Role
* Interview Question Requirements
* Developing Factual Questions
* Developing Subjective Questions
* Behavioral Interview Technique
* Knowing What to Listen For
Performance Reviews/Corrective Action (4 hours)
* Goals of the Performance Review
* The Four Purposes of Review
* Know What To Evaluate
* Create Participation
* The Powerful Questions To Ask
* Taking Corrective Action
* Reviewing During Probation
Dealing with Difficult People (4 hours)
* Reasons People Are Difficult
* Techniques for Dealing with Difficult People
* Managing Fear
* Applying the Techniques to Your Job Situation
Resolving Conflicts (4 hours)
* The Conflict Survey
* Conflict: Definition and Forms
* Value of Conflict
* Sources of Conflict
* Sensing and Avoiding Conflict
* Approaches to Resolution
* Behaviors for Resolution
* Conflict Resolution Model
Problem Solving (4 hours)
* Steps to Successful Resolution
* Asking A Different Question
* Silver Bullets
* Cause & Effect Diagrams
* Gantt Charting
Define and Select a Problem (2 hours)
* Establishing the Root Cause
* Pareto Analysis
* BCG Matrix
* Teams/Team Building
* Mind Mapping
* Brainstorming
* Cause and Effect Analysis
* Exercises
Implement the Solution and Follow-up (4-8 hours)
* Measures of Success
* Establish Benchmarks
* Customer Surveys
* Seven-Step Problem Solving Process
* Strategies to Overcome Barriers
* Exercises
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