Workshop Title Workshop Focus Program Category and Audience Modules

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2 Category and Modules Building Leadership Leadership Academy Capability 1. Exemplary Practices of Leadership 2. Leadership and DiSC Workplace 3. Anatomy of a Dialog Changing the Conversation Half Day modules can be done separately or as a program 4. Project Management Overview 5. Trust and Passion in the Workplace 6. Crisis Decision Making 7. Rules of Engagement 8. Initiative, Inspiration and Innovation All for One and One for All: Together we are Better Modules Supporting Change The John Kotter method Required Reading: Our Iceberg is Melting (20 minute read) Understanding the 8 steps Exemplary Practices of Leadership Leading is directing while managing is supervising work Understanding 3 crucial habits Effective Communication Changing the Conversation Asking the right questions getting the story end to end Listening for authentic understanding Meeting and Guidelines Creating guidelines Making commitments Coaching and Open Dialog Using appreciative inquiry technique Continuously taking the high road and having each other s back Ensuring Accountability Discovering accountability breakdowns Creating accountability agreements Improving Culture, Effectiveness and Efficiency Short modules can be done separately or as a program Each module is 2 hours! Trainnovations Workshops, , All rights reserved Page 2 of 8

3 Building Better Teams Teams deliver and produce more efficiently than individuals. Your preferences for a certain Role impacts how you interact with other colleagues and what Strengths you bring to your team. Learn to improve team skills over time Understand how to use your own strengths and borrow strengths from others Body Language A Human Phenomenon Customer Service 101: professionalism, speaking tone, listening & owning the customer Follow up! The Biggest Need in Customer Service Develop an appreciation for all types What is body language exactly? Actions speak louder than words! It s true. This concept shifts communication and messaging at work. This workshop will help you identify body language and read it better. Learn body language and messaging body part by body part! Understand interpretations Enhance working effectively and building the human side of business With increasing access to information and alternative products, your customer is more educated than ever! This Customer Service workshop teaches the skills you need to communicate positively and professionally with customers both internal and external. Participants of this workshop leave the training feeling upbeat, motivated, and ready to deliver world-class service Increase your credibility with customers, and your value to your organization Self-assess your Customer Service Skills Learn how to WOW your customers Identify how to deal with angry customers using the L.E.A.R.N method Ever wonder why some organizations just get a bad rap? Perhaps you ve experienced broken promises, long wait times, and multiple requests. That s NOT how you establish a long term relationship with clients. Follow up is a strategy to retain clients, attain a stellar reputation, get amazing feedback, and influence referrals. Learn creative appropriate ways to re-contact Understand the importance of ensuring most satisfactory service levels Establish methods to safeguard against service falling through the cracks Customer Service Front Line Staff Trainnovations Workshops, , All rights reserved Page 3 of 8

4 Working with all Generations: The Real Truth! Process Mapping Made Easy Follow up! Master the Most Important Skill in the Workplace Get past all the generational difference madness! Working together means understanding traits of each generation and optimizing the strengths of each group. While generational differences are not myths, making choices based on typecasts results in poor decisions. Engaging in conversation will lead to productive employees, stronger organizations, and a better understanding of how leadership is changing. Identify generational differences and understand the influencers Learn how to navigate communication and conflicts Workflows don't manage themselves. To ensure that you are meeting your customers' needs, you need to take control of your business processes, document workflows, standardize them and hopefully improve them! The first step to workflow management is to define the current state of your processes by creating an "As-Is Flowchart". This workshop teaches the mapping techniques. Learn guidelines and construction rules Review SIPOC Understand interviewing How often do you think the results of the meeting become the plan for moving ahead only to find out there was no follow up? How many people in your work environment fail to complete the hand off or understand what it takes to finish work accurately or simply didn t know their assignment? This workshop provides methods for ensuring work is communicated and finalized. Learn to make the 80/20 rule slant in your favor Improve your understanding of working with integrity as the new normal Enhance your skills of follow up to become your greatest strength Trainnovations Workshops, , All rights reserved Page 4 of 8

5 Set the Stage for Customer Service Excellence: determining customer service process & channels Creating a Customer Focused Organization Adapt Ability or How I learned to stop worrying and embrace change Customer service is more strategic to business success than ever before, and customers are more demanding. But there is still a gap between most customer service goals and the actual service experience they deliver. Managers set the stage for customer service excellence. This workshop will assist managers to outline the infrastructure for excellent customer service. Generate an environment of excellent customer service Determine customers standards for customer service excellence Learn how to make measurement fun and motivating for everyone To be successful, an organization must be customercentric. This means focusing on defining customer groups and their specific and different requirements. Listening to the customer through different portals and then acting on what you hear creates a focus on the customer! Understand the importance of defining customer groups and identifying their requirements Discover ways to define customer groups Learn how to attain customer information to help identify their requirements Establish a culture for customer focus Today s demanding workplace is fraught with fast paced change, increasingly complex reorganizations and job insecurity, creating stress and testing even the most productive employees. Research shows that the ability to adapt to changing environments is key to navigating life s challenges. This workshop provides an overview of how change impacts job performance in the workplace and how attitudes toward change may affect successful outcomes. Define the key characteristics of the adaptive personality as it relates to improved job performance. Learn to identify the opportunities presented by change and create plans of action to achieve positive outcome. Develop Adapt Ability, the coping strategies necessary to learn to love and embrace change in any situation. Customer Service Supervisor and Manager Level Customer Service Leaders Level Trainnovations Workshops, , All rights reserved Page 5 of 8

6 Different Strokes for Different Folks Motivation techniques that inspire improved productivity Managing through Change How many people work for you? If the answer, as the old joke goes, is about half of them, we need to talk. Learn how you can improve the performance and productivity of your workforce. Fun and interactive, this workshop looks at what motivates us to do our best on the job. Develop a better understanding of what really motivates staff to perform at the highest level. It s not always about the money! Overcome negativity and improve moral. Identify de-motivating behaviors in the workplace. One quarter of all new initiatives fail because employees are fearful and resistant to change. As a manager, you must prepare your team for the coming challenges, as well as overcome staff resistance opposition. This workshop is invaluable for those who wish to ensure that project success is the only option. Avoid the loss of valued employees and minimize business disruption from the change. Learn to communicate the phases of the change and what employees can expect. Garner support from employees who would otherwise resist the change. Create an attitude of Can-do rather than Not my job. Senior Leaders and Managers Senior Leaders and Managers Lighten Up! Bring laughter into the Workplace Why are we so under motivated and unenthusiastic about our work? Why is morale low? And what can we do? This workshop is about how to motivate yourself and people around you with laughter at work. Participants receive laughing exercises from our Certified Laughter Coach. These activities are useful; they ease intensity of the day and are easily transferable to the workplace. Model different exercises that allow for tension release and personal bonding Provide activities that boost morale and create a culture of fun at work Trainnovations Workshops, , All rights reserved Page 6 of 8

7 Can We Talk? A Simple Guide to Having Those Difficult Conversations Rock, Paper, Scissors: A Practical Guide to Managing Conflict in the Workplace Throughout a manager s career there will be situations in which a manager must hold conversations with an employee that are uncomfortable for one or both parties. Typical situations include performance discussions where both parties disagree about the quality/quantity of the performance, hygiene issues, cultural differences that create unease among team members, inappropriate clothing for the work environment, behavior or conduct that creates unease among team members, etc. Based on Susan Scott s book Fierce conversations, Achieving Success at Work & in Life, One Conversation At a Time, this workshop will help managers develop the right intention and mindset for the conversation and provide a framework and tools that will shape the best outcome. Understand what sets the stage for a more positive outcome for each conversation Learn listening and advocacy skills to create an environment where both parties feel respected and heard in exploring the issue at hand Explore the 10 ways to handle difficult conversations Practice sessions with a variety of such difficult conversations Conflict occurs almost daily, yet few people learn how to resolve differences in a positive way. Conflict makes many people uncomfortable and they try to avoid it. When issues are unresolved, small disagreements grow into bigger issues and avoidance escalates. Understanding conflict gives people the confidence to approach, negotiate and resolve issues that need to be addressed. This workshop will teach participants how to manage workplace disagreements and learn strategies to talk it through. Identify your individual style for dealing with conflict Obtain the skill set and techniques for improving conflict resolution Take-Away Conflict Intelligence Self- Assessment Practice resolving real-life work conflicts Preserve relationships while working through disagreements Managers Supervisors Trainnovations Workshops, , All rights reserved Page 7 of 8

8 Goal Setting & Planning Skills for Today s Workplace Collaborative Leadership The Professional Guide to Supervision This fun and interactive workshop will provide you with the critical skills for effective Goal-Setting and Planning in today s workplace. It will show you step-by-step how to achieve the goals you ve set, both personally and professionally. Stop feeling overwhelmed by goals that seem too big or complex. Instead, learn how to achieve success and satisfaction, one goal at a time. Learn goal-setting tips and secrets from pros Overcome the roadblocks that have held you back in the past Set priorities while remaining flexible and adaptable when change occurs Contribute fully to your team s goal-setting and accomplishments This workshop introduces the skills needed to become a Collaborative Manager. Learn how to inspire team member s performance and help bring out their strongest talents. Learn how to develop clarity, vision, and mutual trust with your team, while creating a dynamic environment for producing better business results. Become more effective by enabling each team member to share ideas, generate solutions & find their own answers to business challenges Remove roadblocks that prevent employees from doing their best work Differentiate yourself and become more influential in your organization Discover the benefits and virtues of overcommunication Employ a collaborative process that is effective with all communication styles As a supervisor, you are accountable and success is measured in terms of the way your employees perform. Your job is to make sure the work gets done, employees work as a team, costs are controlled, and upper management is satisfied. Do you have what today s work force wants and needs? It is critical you keep up to date on the skills you need to do your job. Learn how leading people differs from being the boss Get advice on dealing with the endless changes in today s volatile workplace Find out how to coach under-achievers to higher performance levels Leaders, Managers, Supervisors New Supervisors Trainnovations Workshops, , All rights reserved Page 8 of 8