Leadership, Management & Professional Skills

Transcription

1 TRAINING & DEVELOPMENT CATALOG Leadership, Management & Professional Skills Open Enrollment, Onsite, and Customized Training Certificate Programs in Leadership, Supervision, Professional Skills, and Analytics Courses Scheduled October 2013 to September 2014 Custom Development Programs Executive and Leadership Coaching, Mentoring, and Facilitation Services Professional Government Supervisor Program NEW! Training for Federal Human Capital and HR Professionals Details inside

2 Effective Communication Your Key to Career Success Management Concepts practical, workplace-focused courses equip you with the skills you need to be an effective communicator. Communicating Strategically (p. 38) Business Writing (p. 40) Grammar Refresher (p. 39) Group Facilitation (p. 39) Briefing and Presentation Skills (p. 41) Interpersonal Skills: Developing Effective Relationships (p. 44) REGISTER TODAY! Call

3 New Courses Managing a Virtual Team Designed for those who manage geographically dispersed teams. For course details and dates, see p. 29. Working on Virtual Teams Designed for professionals who want to be effective when teleworking. For course details and dates, see p. 45. New Resources What s New at Management Concepts for Leaders and Managers Webinars Did you miss our Federal Supervision Webinars? Download a free recording of these and other webinars at Helping Great Individual Contributors Become Great Supervisors Closing the Supervisory Skills Gap: A How-To for Federal Leaders How to Help Your Agency s Supervisors Deal with Poor Performance Retaining Agency Knowledge: How to Keep Critical Information for Future Generations White Papers We offer a variety of white papers on topics of interest to today s leaders and managers. Download them for free at Assessments Whether you are thinking about becoming a supervisor for the first time or are taking on a supervisory role in a new group or a new organization, one of the most important steps is to honestly assess your readiness to be a supervisor. Taking the time to assess your readiness will enable you to determine if this type of work or specific situation is right for you. Completing this self-assessment and the interpretation and planning tools that will be provided with your report will help you answer two key questions: How ready am I to supervise? How can I enhance my readiness to supervise? To take the complimentary assessment visit Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 1

4 Table of Contents General Information What s New at Management Concepts for Leaders and Managers... 1 About Management Concepts... 4 About Leadership, Management & Professional Skills... 5 Training... 6 Certificate Programs Course Calendars Leadership Management Professional Skills Learning and Development Services Credits and Professional Certification Training Publications from Management Concepts Press Registration Information for Open Enrollment Classes Alphabetical Listing of Courses Delivery Method Index Instructor-Led Group Instructor-Led Live Classroom Onsite Online Training Leadership Engaging Leadership 12 Leadership and Management Skills for Non-Managers 13 Leadership Skills and Techniques 14 Advanced Leadership Skills and Techniques 15 Leading Cultural Transformation 16 Collaboration and Knowledge Sharing 17 Leading the Human Side of Change 17 Breakthrough Problem Solving 18 Creativity and Innovation 19 From Tactical to Strategic Thinking 19 Critical Thinking for Problem Solving 20 Management Decision Making 23 Analytics Boot Camp 24 Principles of Analytics 25 Data Collection Techniques 25 Data Analysis and Modeling Techniques 26 Evaluating and Presenting Analysis Results 26 Analytics Capstone 27 Anytime Coaching 28 Mastering Employee Performance Conversations 29 Managing a Virtual Team New! 29 Professional Government Supervisor Program 30 Effective Supervision: HR Essentials 30 Writing Effective Individual Development Plans (IDPs) 32 Building and Sustaining Teams 32 Establishing a Mentoring Relationship 33 Managing Change 34 From Strategic Plans to Tactical Execution 35 Strategic Planning and Performance Measurement 35 Professional Skills Communicating Stategically 38 Grammar Refresher 39 Group Facilitation 39 Business Writing 40 Briefing and Presentation Skills 41 Negotiation Skills 42 Customer Service Skills and Techniques 43 Influencing Skills 43 Interpersonal Skills: Developing Effective Relationships 44 Resolving Conflict 45 Working on Virtual Teams New! 45 2 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

5 NEW COURSES! Federal Human Capital & HR Training Becoming a Strategic Business Partner: Expanding Your Role to Deliver Results (Course 4925) Building Credibility to Support Your Customer (Course 4920) Employee Relations (Course 4917) Fundamentals of Workforce Planning (Course 4930) Getting Efficient: Optimizing HR Operations (Course 4919) Hiring in the Federal Context (Course 4915) HR Analytics (Course 4911) HR in the Federal Context (Course 4910) Job Analysis for Recruitment and Selection (Course 4912) Labor and Management Relations (Course 4916) Position Classification (Course 4913) Position Management (Course 4914) Retirement Planning for Federal Employees (Course 4903) Strategic Workforce Planning for Senior Leaders (Course 4935) Supporting Professional Growth in Organizations (Course 4918) Experience the most relevant, up-to-date content and engaging facilitators in the industry. Call for more information

6 About Management Concepts The Management Concepts Difference Top 10 Reasons to Work with Us M anagement Concepts is the nation s premier provider of training and professional development solutions serving the public and private sectors. Founded in 1973, we ve collaborated with federal government agencies; state, local, and tribal government offices; non-profit organizations; universities; and corporations, helping more than one million professionals unleash their potential. Our experienced, knowledgeable instructors and facilitators educate clients on critical topics including: Federal Acquisition & Contracting; Federal Grants & Assistance; Federal Financial Management; Leadership & Management; Federal Project & Program Management; Federal Human Resources & Retirement Planning; Key Professional Skills; and Business Analysis & Analytics. Our course development designers utilize industry-leading adult learning principles and focus on providing timely, relevant knowledge and practical, applicable skills in all of our courses. Whether you require one training course, a custom certificate program to strengthen your team s competencies, or need expert consulting to solve your organization s professional development issues, we can deliver a solution to suit your organization s unique needs. Any of our 250+ courses can be tailored or completely customized, combined with consulting services, or used in conjunction with on-going coaching and hands-on workshops. At Management Concepts, we are committed to empowering professionals to advance their careers and enabling organizations to achieve their missions with our high-impact training courses, professional development solutions, customized consulting services, and awardwinning publications. For more information visit Management Concepts is certified to operate by the State Council of Higher Education for Virginia Management Concepts is the leading management and technical skills training provider to the federal government* For 40 years, we have built a solid reputation as the leading provider of training and professional development services for the federal government and its grantee and contractor communities. Broad selection of courses Management Concepts is your single source training provider with more than 250 Commercial Off-The- Shelf (COTS) courses and 10 industry-respected certificate programs. Timely, relevant, immediately applicable course content High-impact courses covering the latest trends and developments in the federal environment enable you to implement new techniques immediately while staying compliant with the latest rules and requirements. World-class instructors who share their vast knowledge and proven methods for success Our 450 experienced instructors deliver timely and relevant course content using real world scenarios to ensure our clients ability to successfully implement the material when they leave the classroom. Nationally recognized continuing education options Many of our courses are designed to meet the standards and requirements of leading industry organizations, such as the National Association of State Boards of Accountancy (NASBA), American Council on Education (ACE), International Institute of Business Analysis (IIBA ), and Project Management Institute (PMI ) Assessments that create a roadmap for professional development We offer a range of customizable, actionable assessment services to help you and your organization clearly identify areas for professional development and improved performance. Customizable training Our courses can be customized to meet the specific needs of your organization and can be delivered onsite at your location. Flexible and affordable delivery options We offer a wide range of learning formats to suit your busy schedule and budget. Choose from instructor-led group classes in convenient locations; take classes online to enjoy the benefits of working from your home or office; or talk to our training advisors about a custom-developed, blended learning solution to best meet your organization s needs. Superior value With Management Concepts, you don t have to choose between cost, convenience, or quality you get all three. We deliver superior value by providing the highest quality content, in a variety of learning formats, in dozens of convenient locations all at a competitive price that will meet your budget. 100% Satisfaction guarantee Our commitment to your satisfaction is backed by a 100% satisfaction guarantee. *Based on GSA 2011 Schedule Sales Query: Schedule Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

7 About Leadership, Management & Professional Skills What You Can Expect Management Concepts helps individuals and organizations realize their potential in three key areas: Leadership, Management, and Professional Skills. Through engaging, interactive training and collaborative learning and development services, we strive to meet you where you are today and take you where you want to go tomorrow. Our full range of services employs innovative learning techniques, client-centered consulting, ICF-certified coaches, experienced facilitators, 360-degree assessments, and timely publications to provide you with a truly remarkable customer experience that will consistently exceed your expectations. How We Work Training Open Enrollment: We offer more than 300 open enrollment classes in our and Tysons Corner, VA facilities each year. Some of our most popular courses are also offered in Atlanta, GA and Denver, CO. All of our courses offer NASBA CPE Credits and several offer PMI PDUs as well. Onsite: If you have a group of people to train, all of the courses in this catalog plus additional onsite-only courses are available for delivery at your location. If you do not have facilities available for learning, we can make arrangements for you at our extensive network of training centers and hotels. Certificate Programs We offer certificate programs in the following areas: Leadership Supervision Analytics Professional Skills Custom Development Programs Our customized programs are designed to develop the skills and competencies individuals, teams, and organizations need to be successful within the unique context of their culture. Through a complimentary initial consultation, we learn about your organization s strengths, weaknesses, and goals so that we can customize every aspect of your program and provide a personalized customer experience. Learning and Development Services Our services include coaching, organizational and team assessments, mentoring programs, and facilitation. Why Work with Us Our multi-perspective approach to training and development focuses: first, on the individual (self), secondly, on how that individual relates to the team (others), and finally, on how each contributes to the organization, in order to achieve total individual and workforce transformation. Self: Self-discovery allows you to create congruence between your self-perception, your skills, and how others view you enabling you to discover new possibilities and to pursue new opportunities. Others: Working well with others is an integral part of working effectively in any organization. We help transform your perspective from I to we to unleash the potential of yourself, your team, and your organization. Organization: Ongoing growth and development allows interdependent teams within an organization to challenge their thinking, create new connections with other teams, learn how to navigate change, and move forward together to promote organizational achievement. Other Areas of Expertise: Federal Acquisition & Contracting Our federal acquisition and contracting courses provide relevant and practical information to help students understand governmentwide regulations, policies, and best practices. Federal contracting personnel and CORs can satisfy mandatory and continuous learning training requirements. We also provide courses to meet the training needs of Federal Real Property Leasing Specialists and Personal Property Managers. Federal Grants & Assistance We offer a unique and comprehensive grants and assistance training curriculum. Our Grants Management Certificate Program sets the industry standard for grants professional education, with tracks for federal personnel, pass-through entities, and recipients of federal awards. Federal Financial Management Management Concepts federal financial management training and services help you and your agency respond to increasing demands for accountability, transparency, and performance. Our instructor-led and online training supports core competencies for accountants, auditors, budget analysts, and financial managers. We provide the knowledge and tools to help you and your organization meet today s challenges. Federal Project & Program Management We deliver flexible, integrated federal project and program management courses. Whether you are an aspiring or experienced federal project manager, a technical specialist serving in a project management capacity, or a contractor working closely with the federal government, we can help you stay ahead of the curve. Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 5

8 Training Delivered how you want it where you want it when you want it! Group onsite training is perfect for organizations that have specific training and development challenges affecting the entire team or department. Management Concepts offers your organization the convenience of administering training sessions at a location of your choice. If you have a group of employees large or small that requires training, group onsite delivery is the most effective way to ensure all your employees gain knowledge and learn vital concepts, techniques, and material at the same time. Choose the training you want, where you want it, and on a schedule that fits your business cycle. We ll work with you to provide the course material, length, and format to meet your specific needs. In the last twelve months, we have delivered more than 1,600 successful onsite training sessions at client locations throughout the United States and abroad. Our expert client engagement coordinators will ensure you receive the industry s best customer service and learning experience for your group. And, if your organization does not have facilities available for learning, we can make special arrangements through our extensive network of hotels and training centers. Save on Tuition, Travel Costs, and Time The costs associated with group onsite training are often significantly less per student than for individuals attending publicly-available, open enrollment classes. Onsite training can reduce or even eliminate travel costs, as well as time away from the office, because we bring the class and the instructors to you. Minimize the Learning Curve Speed the change process within your organization by providing employees with consistent content and training delivery. Participants will retain essential knowledge by discussing and immediately applying what they learn with coworkers. Create a Customized Program Further maximize the impact of a group onsite training program through customization. We will help you develop course material that addresses the unique challenges facing your organization. Management Concepts understands that your organization s training requirements change as you face new goals and objectives. Our instructional designers and subject matter experts work with you to modify exercises and tailor case studies to incorporate organization-specific information into your training program. This provides your team with the most relevant information and supports the skills it needs to function more effectively. Flexible Delivery Options We provide the best mix of traditional classroom training and technology-based learning. Our flexible onsite training delivery options include: Instructor-led live classroom Instructor-led online (synchronous) Instructor-facilitated online (asynchronous) Self-study online (asynchronous) Video teleconferencing Inquire about Onsite Training Today! Call to speak with an onsite training specialist or us at: Onsitetraining@managementconcepts.com 6 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

9 No Travel Budget? No Problem. We will bring the training to you. Lack of travel funds should not be a barrier to ensuring you and your staff are prepared to tackle your organization s challenges. Management Concepts offers a variety of cost effective training delivery options to help you achieve your individual and organizational performance goals. Training Video Teleconferencing (VTC) Webinar-Based Delivery Self-Study Online Training Training in More Cities For more information on our flexible delivery options, call

10 Certificate Programs Management Concepts certificate programs in leadership, supervision, analytics, and professional skills provide the skills you need to lead from any level, supervise others successfully, utilize data effectively, and develop the core professional competencies you need to excel in your career. Choose the Right Program for You Each of our four unique programs offers a blend of courses to prepare you for specific workplace challenges while meeting your individual development needs. Determine the make-up of your program according to your preferences, professional responsibilities, and current experience and expertise. Leadership Certificate Program: For individuals at all levels who want to exercise stronger leadership capabilities. Supervision Certificate Program: For supervisors and managers who are responsible for meeting the needs and maximizing the performance of others. Analytics Certificate Program: For individuals who want to acquire or improve the foundational knowledge and skills needed to be a successful analyst. Professional Skills Certificate Program: For individuals who want to strengthen their professional skills, such as working and communicating effectively with others. See page 9 for full details. Meet Your Professional Goals Develop the comprehensive knowledge and skills needed for highly competent performance and long-term success in your field. Our certificate programs will enable you to: Improve your effectiveness on the job Succeed in today s work environment and strengthen your chances for career advancement Build confidence in your ability to lead others efficiently and make high-quality decisions Need Help Choosing a Program? Our development experts are available to listen to your interests and guide you to a certificate program that best meets your needs. Contact your Certificate Program Administrator at or certificateprogramoffice@managementconcepts.com. How the Program Works STEP 1: CHOOSE YOUR PROGRAM Leadership Certificate Program Supervision Certificate Program Analytics Certificate Program Professional Skills Certificate Program STEP 2: ENROLL IN THE PROGRAM The next step is to submit the Letter of Intent, which can be found on our website at Submitting this form enrolls you in the program but does not obligate you to take any courses. STEP 3: SELECT AND REGISTER FOR COURSES Register for your first course by calling or by registering online at STEP 4: COMPLETE THE REQUIREMENTS You must complete all the program requirements within three years of the first day of the first course taken for certificate program credit in order to receive the certificate. You must attend all classes in their entirety and pass final examinations (if required as part of the class) to receive full credit in the program. In the event of a failing score, you have the option of taking another examination without re-taking the class. STEP 5: GRADUATE When you have fulfilled all your program requirements, you will receive a framed certificate recognizing your achievement. Bring a Customized Certificate Program In-House We will partner with you to create a unique curriculum customized to meet a group of employees specific development needs. Contact us at to learn more. 8 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

11 Choose the Right Program for You LEADERSHIP Certificate Program SUPERVISION CERTIFICATE Program ANALYTICS CERTIFICATE Program PROFESSIONAL SKILLS CERTIFICATE Program Gain the knowledge and experience you need to successfully prepare for new leadership roles, increase emotional intelligence and engagement capabilities, handle complex problems, and lead change. Develop the critical supervisory skills you need to effectively hire and develop others, monitor performance, manage conflict, and make decisions. Acquire the technical and conceptual analytical skills you need to make high-quality decisions and answer your organization s toughest questions. Strengthen the core communication and interpersonal skills you need to perform your job successfully and advance in your career. Core Courses (Required) Choose 3 Advanced Leadership Skills and Techniques (p. 15) Breakthrough Problem Solving (p. 18) Engaging Leadership (p. 12) From Tactical to Strategic Thinking (p. 19) Leadership and Management Skills for Non-Managers (p. 13) Leadership Skills and Techniques (p. 14) Core Courses (Required) Anytime Coaching (p. 28) Building and Sustaining Teams (p. 32) Effective Supervision: HR Essentials (p. 30) Mastering Employee Performance Conversations (p. 29) Core Courses (Required) Analytics Boot Camp (p. 24) Data Collection Techniques (p. 25) Data Analysis and Modeling Techniques (p. 26) Evaluating and Presenting Analysis Results (p. 26) Decision Making (p. 23) Analytics Capstone (p. 27) Core Courses (Required) Briefing and Presentation Skills (p. 41) Business Writing (p. 40) Critical Thinking for Problem Solving (p. 20) Interpersonal Skills: Developing Effective Relationships (p. 44) Elective Courses Elective Courses Choose 2 Decision Making (p. 23) Establishing a Mentoring Relationship (p. 33) Managing Change (p. 34) Managing a Virtual Team (p. 29) Writing Effective Individual Development Plans (IDPs) (p. 32) Elective Courses None required. Elective Courses Choose 2 Communicating Strategically (p.38) Creativity and Innovation (p. 19) Customer Service Skills and Techniques (p. 43) Grammar Refresher (p. 39) Group Facilitation (p. 39) Influencing Skills (p. 43) Negotiation Skills (p. 42) Resolving Conflict (p. 45) Working on Virtual Teams (p. 45) Choose 3 Collaboration and Knowledge Sharing (p. 17) Communicating Strategically (p. 38) Creativity and Innovation (p. 19) Critical Thinking for Problem Solving (p. 20) Leading Cultural Transformation (p. 16) Leading the Human Side of Change (p. 17) Negotiation Skills (p. 42) Strategic Planning and Performance Measurement (p. 35) TOTAL: 6 Courses TOTAL: 6 Courses TOTAL: 6 Courses TOTAL: 6 Courses Notes regarding the Analytics Certificate Program Courses in this program do not have a required order, though we recommend the sequence as it is listed above. We strongly recommend that participants take Analytics Boot Camp prior to any other courses. Participation in the Analytics Capstone course requires Analytics Boot Camp and Data Analysis and Modeling Techniques. Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 9

12 Leadership Every organization needs individuals to step up to leadership. Sometimes more art than science, leadership requires a willingness to work in ambiguous situations, deal with complex problems and challenges, think strategically, engage with others, and affect change on many fronts all while maintaining a desire to learn. Our high-impact, performance-oriented leadership courses help leaders at every level of the organization learn the art of leadership in a hands-on, experience-based learning environment with some of the industry s foremost leadership experts. Leading at All Levels Leaders are found at all levels of an organization, regardless of title or role. To be successful, leaders must be able to effectively motivate themselves and others to achieve optimal results. The capabilities developed in this suite of courses foster the knowledge and skills necessary for leaders at all levels of the organization to successfully lead and engage others. Leading Transformation Senior leaders and executives have a great responsibility as stewards of organizations, particularly in today s ever-changing work environment. These courses are uniquely designed for senior leaders who need to foster the organizational transformations required to meet challenges, solve complex problems, and lead change in complex systems. Thinking for Results Leaders and managers need to be able to think independently in strategic, systemic, conceptual, creative, and critical ways in order to offer solutions and make effective decisions. This suite of courses will enhance your thinking capabilities so you can achieve better performance and improve individual, group, and organizational results. Courses Engaging Leadership Leadership and Management Skills for Non-Managers 13 Leadership Skills and Techniques Advanced Leadership Skills and Techniques publications The Cornerstones of Engaging Leadership The Five Commitments of a Leader SERVICES Custom Development Programs Coaching Services Mentoring Programs Assessment Services Courses Leading Cultural Transformation Collaboration and Knowledge Sharing Leading the Human Side of Change SERVICES Coaching Services Mentoring Programs Assessment Services Courses Breakthrough Problem Solving Creativity and Innovation From Tactical to Strategic Thinking Critical Thinking for Problem Solving SERVICES Facilitation Services Lead From Any Level. Our Leadership Certificate Program offers maximum flexibility to meet your unique needs. See pages Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

13 Leadership Course Calendar All courses, except those designated below, will be held in. Our classes are conveniently accessible by Metro. CourseS oct NOV dec jan feb mar apr may jun jul AUG sep Advanced Leadership Skills and Techniques, p. 15 Oct Dec 2-4 Feb 5-7 Apr 2-4 Jun 4-6 Jul Sep Breakthrough Problem Solving, p. 18 Nov Jan 8-10 TC Apr 7-9 Jun 9-11 Sep 3-5 Collaboration and Knowledge Sharing, p. 17 Feb May Sep Creativity and Innovation, p. 19 Oct Dec 4-5 TC Feb Mar May Aug 7-8 Critical Thinking for Problem Solving, p. 20 Oct Nov 6-8 A Nov Dec 9-11 Jan 6-8 Feb Mar Apr 2-4 Apr A Apr 30-May 2 TC Jun 2-4 D Jun 9-11 Jul Aug Sep 3-5 D Sep 3-5 TC Engaging Leadership, p. 12 Oct Nov Mar 6-7 Jun TC Aug From Tactical to Strategic Thinking, p. 19 Oct 2-4 Dec Jan Mar Jun TC Aug Sep Leadership and Management Skills for Non-Managers, p. 13 Oct 9-11 Nov 4-6 TC Nov Dec 9-11 A Dec Jan Feb TC Mar Apr Apr D May 7-9 May A May Jun Jul Jul TC Aug D Aug Sep Leadership Skills and Techniques, p. 14 Oct 9-11 TC Nov 6-8 Dec Jan Feb 3-5 Jul 7-9 Feb A Mar TC Apr D May 7-9 Jun Jul D Aug A Sep Leading Cultural Transformation, p. 16 Mar 3-6 Aug Leading the Human Side of Change, p. 17 Oct Apr Jun Sep TC A - Atlanta, GA D - Denver, CO TC - Tysons Corner, VA Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 11

14 LEADERSHIP COURSES: Leading at all Levels Leading at All Levels We believe in leadership at all levels of the organization. For an organization to achieve its mission, leaders at every level must garner the support and following of others. This does not happen through compliance, command, or control. The most effective leadership happens through influence by establishing a personal and organizational vision for others to follow and by using thoughtful engagement and personal connection through emotionally intelligent leadership. The learning experiences in this suite of courses provide opportunities for individuals to both learn about leadership and practice leadership skills using real workplace situations. Our expert facilitators ensure these skills are applicable in the context of participants organizations and help individuals move from understanding leadership to being a leader. Courses Engaging Leadership...12 Leadership and Management Skills for Non-Managers...13 Leadership Skills and Techniques...14 Advanced Leadership Skills and Techniques...15 Publications The Cornerstones of Engaging Leadership...54 The Five Commitments of a Leader...54 Services Custom Development Programs...47 Coaching Services...49 Mentoring Programs...50 Assessment Services...51 Course days $769 Call for info Tysons Corner, VA Jun 25-26, Oct 17-18, Nov 25-26, Mar 6-7, Aug 28-29, Engaging Leadership All employees can be put into one of three levels of engagement: engaged, not engaged, and actively disengaged. This course offers relevant tools for maintaining active engagement and inspiring non-engaged employees to engage. It is designed for managers, facilitators, team leaders, and team members who want to more effectively engage others in order to enhance performance on individual, team, and organizational levels. Connect common understandings of engagement on an organizational level to what an individual leader can do to increase engagement and affect performance Utilize a framework for understanding engagement and engaging leadership Build trust in a more holistic way Hold conversations with others about what uniquely motivates them to perform Recognize the value of a people-centric approach in order to increase engagement and improve performance in the workplace Discuss how emotions influence engagement and individuals interests in participating in organizational change Describe best practices for creating an engaging culture of leadership NASBA CPE Credits: 16 Field of Study: Personal Development Course Level: Intermediate Recommended Follow-on CourseS: Advanced Leadership Skills and Techniques Building and Sustaining Teams Mastering Employee Performance Conversations Engaging leadership as the critical factor in today s workforce Understanding employee engagement as a driver of workplace satisfaction and performance Trust as the foundation of engaging others Building trust across generations Understanding others unique motivators Shifting from command and control to more people-centric practices The role of emotions in the workplace Fostering change through emotional engagement Fostering a culture of engagement, performance, and accountability Participants Will ReceivE: Participants will receive a copy of The Cornerstones of Engaging Leadership by Casey Wilson! Course Format: Small- and large-group discussion; individual selfassessments; role-plays; case scenarios; facilitator presentations; and application planning 12 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

15 LEADERSHIP COURSES: Leading at all Levels Leadership and Management Skills for Non-Managers Leaders can be found at all levels of an organization, regardless of title or role. This course will explore how to identify leadership opportunities and how to use your natural strengths to take on important leadership roles within your organization. You will enhance your leadership skills by learning the six focus areas for leadership and management. This course is designed for individuals who are not in managerial positions but who need to get work done through others. Recognize leadership and management as roles rather than positions Explore your passion for the meaningful work you are doing Align your goals with the mission, objectives, and goals of your organization Influence and negotiate to manage differences of views and reach agreements Use existing resources and gain support from others to successfully implement projects Manage your boss to obtain positive team and organizational results Network with others to exchange knowledge and information and foster organizational learning Apply problem-solving skills to resolve issues Effect change within your organization s culture Reach out to new opportunities to stretch and grow Self-Management Self-awareness Self-control Flexibility Self-development Leadership styles Organization Awareness Organization structures Functional organization Matrix organization Hybrid structures Problem Solving and Decision Making Steps in analytical problem solving Conceptual blocks Applying creativity to problem solving and decision making Ethical decision making Working in Teams Effective teams Five major team types Building and using responsibility charts Planning and organizing projects Building Relationships Communication Listening Emotional barriers to communication Networking Leading without authority Relationship with the boss Managing Change Understanding the benefits of change Roadblocks to change Preparing for change The five key steps to successful organizational change Participants Will ReceivE: Participants will receive a copy of The Five Commitments of a Leader by Mark Leheney! Course days $889 Call for info Atlanta, GA Sep 11-13, Dec 9-11, May 14-16, Denver, CO Apr 21-23, Aug 11-13, Tysons Corner, VA Nov 4-6, Feb 19-21, Jul 28-30, Oct 9-11, Nov 13-15, Dec 16-18, Jan 27-29, Mar 17-19, Apr 14-16, May 7-9, May 19-21, Jun 11-13, Jul 16-18, Aug 20-22, Sep 24-26, NASBA CPE Credits: 24 Field of Study: Personal Development Course Level: Basic PDU Credits: 21 Suggested Prerequisites: Anytime Coaching Critical Thinking for Problem Solving Interpersonal Skills: Developing Effective Relationships Leadership Skills and Techniques Recommended Follow-on Courses: Creativity and Innovation Decision Making Negotiation Skills Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; roleplays; facilitator presentations; and application planning Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 13

16 LEADERSHIP COURSES: leading at all levels Leadership Skills and Techniques What is leadership, and what are the essential traits and behaviors of leaders? This course provides the opportunity to explore various perspectives on leadership and arrive at your own personal definition. You will also assess your own leadership skills, accept feedback from others, and develop an action plan for self-development. This course is designed for managers, supervisors, team leaders, and individuals who want to develop high performance leadership competencies. Describe a variety of leadership theories and models Identify important qualities and behaviors of effective leaders Describe your communication style and how it impacts your ability to lead Identify and apply strategies for enhancing relationships with others Develop a personal mission and vision statement and personal leadership brand Define your personal concept of leadership Defining Leadership Leadership theories and approaches Power-based leadership The leadership-management continuum Leadership development Leading with Interpersonal Effectiveness and Influence Disc profile Understanding people Leading with influence Integrity, credibility, and trust Feedback Leading with Vision and Inspiration Visionary leadership Developing a vision Environmental awareness Inspiring commitment Committing to Leadership Leadership an art of possibility Leadership visualization Ongoing development Course days $949 Call for info Atlanta, GA Feb 10-12, Aug 13-15, Denver, CO Apr 16-18, Jul 21-23, Tysons Corner, VA Oct 9-11, Mar 26-28, Nov 6-8, Dec 18-20, Jan 15-17, Feb 3-5, May 7-9, Jun 11-13, Jul 7-9, Sep 17-19, NASBA CPE Credits: 24 Field of Study: Personal Development Course Level: Intermediate PDU Credits: 21 Suggested Prerequisites: Professional Government Supervisor Program Interpersonal Skills: Developing Effective Relationships Effective Supervision: HR Essentials Recommended Follow-on CourseS: Advanced Leadership Skills and Techniques Building and Sustaining Teams Engaging Leadership Managing Change Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning 14 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

17 LEADERSHIP COURSES: Leading at all Levels Advanced Leadership Skills and Techniques There are some traits that all great leaders have in common: presence, self-awareness, emotional intelligence, and ethical values are a few. This course is designed for managers, supervisors, and individuals who would like to enhance these traits and advance their thinking, behavior, and actions to prepare for new leadership challenges. Apply emotional intelligence competencies to enhance individual, team, and organizational performance Develop a strong leadership presence by capitalizing on strengths and talents Demonstrate flexibility in your leadership approach to maximize effectiveness Shape your interactions with others Develop the emotional intelligence of a team Solve ethical dilemmas Take intelligent, calculated risks to achieve strategic objectives Take an active role in your leadership development Leadership Presence What is leadership presence Developing leadership presence Lead in the moment Demonstrate awareness of self and others Course days $999 Call for info Oct 21-23, Dec 2-4, Feb 5-7, Apr 2-4, Jun 4-6, Jul 23-25, Sep 15-17, NASBA CPE Credits: 24 Field of Study: Personal Development Course Level: Advanced PDU Credits: 21 Suggested Prerequisites: Building and Sustaining Teams Leadership Skills and Techniques Pathway to Self-Understanding Sources of self-understanding What is emotional intelligence? Emotional intelligence and the Executive Core Qualifications (ECQs) Emotional intelligence framework The Johari Window Developing Emotionally Intelligent Teams Establishing emotionally intelligent norms How to increase the capacity of the team Empathy as part of relationship awareness Managing conflict Ethical Decision Making What is ethics? Ethical type indicator The importance of core ethical values Ethical dilemmas Ethical consistency Ethical congruence Recommended Follow-on Courses: From Tactical to Strategic Thinking Leading the Human Side of Change Mastering Employee Performance Conversations Strategic Planning and Performance Measurement Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning Customized Leadership Development Programs Successful organizations are those that build and sustain strong leadership capacity at all levels of the organization. Management Concepts works with organizations to establish clear leadership development strategies and build the programs necessary to ensure success. Enable organization-wide success during challenging changing times Customize the program to integrate specific organizational situations and challenges Provide an individual approach to organizational achievement See pages for more information Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 15

18 LEADERSHIP COURSES: Leading Organizational TRANSFORMATION Leading Organizational Transformation Organizations are complex. Leading an organization through any transformation, large or small, requires advanced leadership skills. Of significant importance are a leader s ability to understand the organizational culture and its capacity for changing the ways in which information flows (or does not) throughout the organization, and how the many organizational systems and subsystems fit together to make the whole. Leading a transformation means understanding and influencing each of these areas, in part and collectively. We help leaders assess various types of organizational transformations before determining a path for leading these transformations. This approach allows leaders to anticipate challenges and barriers and understand various options for moving through them. Through the use of action learning and the support of executive coaches and learning facilitators, we help senior leaders who often feel they must lead these transformations on their own. We also understand and appreciate the demands placed upon senior leaders, with regard to schedules, commitments, and accountabilities; therefore, the courses in this suite are unique learning experiences. Taking advantage of innovative learning approaches, we offer senior leaders a chance to learn from others who are going through or are preparing to lead complex organizational transformations. Leading Cultural Transformation Anyone who has ever tried to change the culture within their organization probably began with a single question: Where and how do I possibly start? This course provides the tools to answer that question and is designed for senior leaders who seek to transform their organizational culture through an intentional, masterful approach to a sustained evolution. Differentiate between culture and climate Assess the current and ideal states of culture for your organization and the organization s readiness to move towards the ideal state Diagnose cultural challenges, including individual or organizational performancelimiting factors Determine where you have the most leverage to facilitate change Create a plan for leading leaders and other cultural change champions in a cultural change effort Understand the role of trust in cultural transformation Understand how to create alignment within the various organizational systems Communicate strategically about culture and transformation Differences between culture and climate Linkages between culture and performance, customer service, engagement, innovation, and other key organizational success indicators The role of a leader in evolving organizational culture Assessing current and ideal states of culture Large and incremental leverage points for change Trust and leadership in cultural transformation Creating alignment within the system Strategic communication Transformative leadership roles Courses Leading Cultural Transformation...16 Collaboration and Knowledge Sharing...17 Leading the Human Side of Change...17 Services Coaching Services...49 Mentoring Programs...50 Assessment Services...51 Course days $1,159 Call for info Mar 3-6, Aug 18-21, NASBA CPE Credits: 32 Field of Study: Personal Development Course Level: Advanced Suggested Prerequisite: From Tactical to Strategic Thinking Recommended Follow-on CourseS: Collaboration and Knowledge Sharing Leading the Human Side of Change Course Format: Case studies; individual, small- and large-group practical exercises and action learning groups; facilitator presentations; readings; application planning 16 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

19 LEADERSHIP COURSES: Leading Organizational TRANSFORMATION Collaboration and Knowledge Sharing Today s complex, fast-paced business environment requires organizations to work collaboratively and share valuable expertise. This course is designed for senior leaders who seek to build collaborative, knowledge-sharing practices within their organization from a communication and leadership perspective rather than a technological perspective. Leading the Human Side of Change Leading the human side of a transformative change can be one of the most challenging parts of leadership. This course enables you to mitigate these challenges by embracing and adopting a set of proven practices and principles. It is designed for senior and mid-level leaders and managers who want to lead people more effectively through change and transition. Describe various types of collaboration and knowledge sharing, and explain how they benefit individuals and organizations Assess the maturity of your collaboration and knowledge-sharing practices Demonstrate effective communication practices for a variety of workplace collaboration situations Apply trust-building behaviors in real collaboration situations Assess a variety of case scenarios and situations to determine key collaboration and communication characteristics Create a plan to develop collaborative relationships that would help your organization perform more effectively Foster a culture of transparency, knowledge sharing, and collaborative innovation Recursive thinking Strategic communication, inquiry, and support techniques Technology- and non-technology-based tools Maturity of collaboration and knowledgesharing practices Building collaborative trust and overcoming conflict Collaboration planning Using influencing skills and collaboration targets to encourage knowledge sharing Promoting collaboration through openness and transparency Examine the paradoxical elements of leading change efforts Define culture-based, particularly the importance of symbols and artifacts in relation to culture as well as individual and group identity Describe the role of the leader in establishing trust in order to gain credibility in the change process Articulate the importance of leadership presence and authenticity in gaining others buy-in Understand the role of empathy and peopleoriented practices when leading others through change and transition Describe your change style and the implications of respective styles Identify people-oriented transition issues and plans to mitigate them Five paradoxes of leading change efforts Organizational leadership and the importance of trust Trust as part of change and the human experience Leadership presence and authenticity Maintaining an understanding of the organization Working on multiple levels of culture The importance of understanding values within cultures Influencing and leading culture Working with subcultures Course days $979 Call for info Course days $949 Call for info Feb 10-12, May 12-14, Sep 10-12, NASBA CPE Credits: 24 Field of Study: Communication Course Level: Advanced Suggested Prerequisite: From Tactical to Strategic Thinking Recommended Follow-on Courses: Leading Cultural Transformation Leading the Human Side of Change Course Format: Case studies; individual, small- and large-group practical exercises and action learning groups; facilitator presentations; readings; application planning Tysons Corner, VA Sep 22-24, Oct 16-18, Apr 23-25, Jun 16-18, NASBA CPE Credits: 24 Field of Study: Communication Course Level: Intermediate Recommended Follow-on Courses: Breakthrough Problem Solving From Tactical to Strategic Thinking Managing Change Course Format: Small- and large-group discussion; individual selfassessments; role-plays; case scenarios; facilitator presentations; and application planning Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 17

20 LEADERSHIP COURSES: thinking for RESULTS Thinking for Results Effective leadership requires leaders to hone their thinking skills. Without changing one s thinking patterns, it is unlikely that new possibilities for solving problems or dealing with challenges will occur. One way to change perspectives is to elevate one s thinking from a tactical or operational perspective to a more strategic perspective. Doing so allows leaders to see the bigger picture, set a vision for the future, and articulate new, more effective ways of achieving their missions. Beyond taking a strategic perspective, leaders must be able to think critically about current challenges their organizations are facing and find new, innovative ways to dislodge deeply-held beliefs and move beyond the status quo. This may require new approaches to solving problems and new, innovative ways of thinking in order to achieve desired results. This suite of courses will challenge leaders to be better thinkers and, through actual organization case studies and situations, allow leaders to apply their new thinking in real-time, practical situations. Courses Breakthrough Problem Solving...18 Creativity and Innovation...19 From Tactical to Strategic Thinking...19 Critical Thinking for Problem Solving...20 Services Facilitation Services...52 Course days $949 Call for info Tysons Corner, VA Jan 8-10, Nov 25-27, Apr 7-9, Jun 9-11, Sep 3-5, Breakthrough Problem Solving For better or worse, a status quo exists in every organization. This state often impedes our ability to consider alternate perspectives and solutions. This course is designed for leaders and managers who want to think in new ways about problems, issues, or challenges in order to break through common perceived barriers. Utilize various thinking strategies to understand a problem or issue Describe a four-part framework for understanding a problem or situation Explore possibilities for breakthrough thinking using a conceptual methodology called concept mapping Assess personal roadblocks to seeing new approaches for solving problems or dealing with issues Analyze and select the best perspective from which to approach a given problem in order to overcome the status quo Analyze a situation to determine what is and what could be Break through common status quo workplace situations that plague leaders NASBA CPE Credits: 24 Field of Study: Personal Development Course Level: Intermediate Recommended Follow-on CourseS: Decision Making From Tactical to Strategic Thinking Leading the Human Side of Change Managing Change Structured approaches to thinking conceptually and systematically Defining the problem from various angles Concept mapping Breakthrough thinking Different perspectives of problems and issues Codifying new possibilities and alternatives Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; case scenarios; facilitator presentations; and application planning 18 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

21 LEADERSHIP COURSES: thinking for RESULTS Creativity and Innovation Everyone has the ability think creatively. In this course, you will learn how to think more creatively, increase effectiveness, approach problems from unique perspectives, realize new opportunities, and develop creative solutions that foster innovation. Explain the relationship between creativity and innovation Explain the business need for being creative and innovative Apply generativity strategies to identify and develop opportunities for workplace innovation Describe how failure and success impact your ability to innovate Develop strategies to overcome individual and organizational obstacles to creativity Create an environment that continually fosters creativity and innovation Creativity versus innovation Why leading organizations value innovation The importance of generativity theory in improving your creativity and innovation Tools for capturing your innovative ideas Methods of challenging yourself and your organization to develop new ideas How broadening can lead to unique connections between existing ideas How to surround yourself with multiple stimuli to improve your creativity Everyday barriers and mental blocks that inhibit your creativity From Tactical to Strategic Thinking Leaders are expected to be able to elevate their thinking from a tactical or operational perspective to a more strategic perspective, allowing them to see the bigger picture. This course is designed for people who want to be able to move beyond day-to-day, reactionary thinking to a more longterm and future-focused perspective. Differentiate between tactical approaches and strategic approaches to thinking Use questioning as a method to clearly articulate the strategic interests of your team, department, or organization Identify strategic leverage points within the organization to advance a mission and vision Describe and interpret environmental factors that influence strategic thinking Compare strategic options to make effective decisions Forecast the ripple effects of strategic decisions Identify detractors that commonly prevent strategic thinking Draw connections and strategically think through how to apply your learning Definitions of operational, tactical, and strategic thinking Methods for gaining a strategic perspective Strategic elements of an organizational system Environmental factors in the strategic landscape Strategic leverage points Decision making from a strategic perspective Forecasting the cause and effect of strategic decisions Barriers to strategic thinking Course days $769 Call for info Course days $949 Call for info Tysons Corner, VA Dec 4-5, Oct 24-25, Feb 27-28, Mar 24-25, May 19-20, Aug 7-8, NASBA CPE Credits: 16 Field of Study: Personal Development Course Level: Intermediate Recommended Follow-on Course: Critical Thinking for Problem Solving Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning Tysons Corner, VA Jun 18-20, Oct 2-4, Dec 11-13, Jan 13-15, Mar 10-12, Aug 11-13, Sep 22-24, NASBA CPE Credits: 24 Field of Study: Personal Development Course Level: Intermediate Recommended Follow-on CourseS: Breakthrough Problem Solving Decision Making Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; case scenarios; facilitator presentations; and application planning Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 19

22 LEADERSHIP COURSES: thinking for RESULTS Critical Thinking for Problem Solving In order to be successful in today s complex work environment, you must be able to think critically and solve problems effectively. But what is critical thinking, why is it important, and how does it affect your ability to solve problems effectively? Learn the answers to these questions in this course designed for professionals who want to learn methodologies for changing their ways of thinking in order to more effectively solve problems they face in the workplace. Identify your style and patterns of thinking Clearly define the problem Use questioning techniques to obtain the information you need from others Critically examine and evaluate issues and opportunities Solve problems faster with flexible thinking Adapt your thinking to navigate through unexpected events Use creative thinking techniques to break through thinking patterns Solve problems in groups Critical thinking for problem solving Framing the problem Recognizing breakdowns in thinking Communication and impact Dimensions of critical thinking Creative thinking Presenting your perspective Perspective and thinking Course days $949 Call for info Atlanta, GA Nov 6-8, Apr 28-30, Denver, CO Jun 2-4, Sep 3-5, Tysons Corner, VA Apr 30-May 2, Sep 3-5, Oct 28-30, Nov 18-20, Dec 9-11, Jan 6-8, Feb 24-26, Mar 19-21, Apr 2-4, Jun 9-11, Jul 28-30, Aug 13-15, NASBA CPE Credits: 24 Field of Study: Personal Development Course Level: Intermediate PDU Credits: 21 Suggested Prerequisites: Influencing Skills Recommended Followon Courses: Breakthrough Problem Solving Creativity and Innovation From Tactical to Strategic Thinking Negotiation Skills Resolving Conflict Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning 20 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

23 Management Every organization has layers of management that it relies upon to implement and execute strategic plans, make effective decisions, guide and develop others, and enable and support performance. Our management courses are designed to support managers and leaders at any level who need to attain alignment of performance-oriented actions while also receiving the highest level of performance from their people. Managing Decision Making and Analytics These courses support organizational decision making by enhancing the skills that managers, analysts, and staff members need to assess, utilize, and present data to make effective decisions. Courses Decision Making...23 Analytics Boot Camp...24 Principles of Analytics...25 Data Collection Techniques...25 Data Analysis and Modeling Techniques...26 Evaluating and Presenting Analysis Results...26 Analytics Capstone...27 SERVICES Custom Development Programs...47 Guiding and Developing Others This suite of courses provides a holistic approach to guiding and developing others by fostering the knowledge and skills needed to balance the people-side of management while achieving results. Courses Anytime Coaching...28 Mastering Employee Performance Conversations...29 Managing a Virtual Team New!...29 Professional Government Supervisor Program...30 Effective Supervision: HR Essentials...30 Writing Effective Individual Development Plans (IDPs)...32 Building and Sustaining Teams...32 Establishing a Mentoring Relationship...33 PUBLICATIONS Anytime Coaching...54 The Insider s Guide to Supervising Government Employees...54 SERVICES Coaching Services...49 Mentoring Programs...50 Implementing and Aligning Strategy These courses equip you with tools to think strategically, operationally, and tactically to manage change, execute strategic plans, and measure organizational performance. Courses Managing Change...34 From Strategic Plans to Tactical Execution...35 Strategic Planning and Performance Measurement...35 SERVICES Facilitation Services...52 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 21

24 Management Course Calendar All courses, except those designated below, will be held in. Our classes are conveniently accessible by Metro. CourseS oct NOV dec jan feb mar apr may jun jul AUG sep Analytics Boot Camp, p. 24 Oct 7-11 Oct 28-Nov 1 Nov Dec 9-13 Dec A Jan 6-10 Feb 3-7 Mar Mar D Mar TC Apr May 5-9 TC May Jun 2-6 Jun 9-13 A Jun Jul Aug 4-8 Aug D Aug Sep 8-12 Sep TC Analytics Capstone, p. 27 Oct Jun Anytime Coaching, p. 28 Nov Feb 3-5 Apr Jul Sep Building and Sustaining Teams, p. 32 Nov Jan Mar May 5-7 TC Jul Aug 4-6 Sep Data Analysis and Modeling Techniques, p. 26 Oct Nov Jan Feb TC Apr 7-10 May Jul TC Sep Data Collection Techniques, p. 25 Oct 7-10 TC Dec 2-5 Feb May 5-8 Jul 8-11 TC Decision Making, p. 23 Dec Feb Apr 2-4 TC May Jun Aug 6-8 Effective Supervision: HR Essentials, p. 30 Oct TC Nov Jan 9-10 Feb D Mar TC Apr May A Jun Jul Aug 7-8 D Sep A Sep TC Establishing a Mentoring Relationship, p. 33 Oct 4 Apr 25 Jun 12 Aug 18 Evaluating and Presenting Analysis Results, p. 26 Nov Dec TC Jan Mar 3-5 Apr 2-4 Jun 9-11 TC Jun 30-Jul 2 Sep From Strategic Plans to Tactical Execution, p. 35 Dec 5-6 Feb Mar 31-Apr 1 Jun 9-10 Sep Managing Change, p. 34 Nov 4-5 Feb 6-7 May Aug Managing a Virtual Team, p. 29 Oct 21 (online) Mastering Employee Performance Conversations, p. 29 Oct Mar May Aug Principles of Analytics, p. 25 Oct 2-4 Dec Feb Jul Aug Professional Government Supervisor Program, p. 30 Oct 7-11 Dec 9-13 TC Mar Apr 28-May 2 May D Jun Aug 4-8 TC Sep Strategic Planning and Performance Measurement, p. 35 Oct Dec 2-4 Jan TC Feb Apr Jun TC Aug Writing Effective Individual Development Plans (IDPs), p. 32 Apr Jun 9-10 Sep A - Atlanta, GA D - Denver, CO TC - Tysons Corner, VA 22 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

25 Management COURSES: MANAGING Decision Making and ANALYTICS Managing Decision Making and Analytics Managers at every level within an organization are expected to make high-quality decisions that enable organizational success. Technology allows us to capture huge amounts of data, and now more than ever, organizations need skilled analysts to translate data into actionable decisions. This combination of analytical skills and technology provides the foundation for better quality data-driven decision making Furthermore, there are a significant number of employees who need to think critically, analyze situations and information, and serve both internal and external customers as contributors in the decision-making chain. These employees are able to best support management in making high quality decisions when they are equipped with a solid foundation in analytical and communication skills. To improve the quality and effectiveness of decision making in your organization, we offer a comprehensive set of courses designed to support: Managers and team leaders who need to make effective decisions Analysts who are charged with assessing data and reporting findings to management Courses Decision Making...23 Analytics Boot Camp...24 Principles of Analytics...25 Data Collection Techniques...25 Data Analysis and Modeling Techniques...26 Evaluating and Presenting Analysis Results...26 Analytics Capstone...27 Services Custom Development Programs...47 See pages 8-9 for the Analytics Certificate Program. Course days $999 Call for info Tysons Corner, VA Apr 2-4, Dec 16-18, Feb 19-21, May 14-16, Jun 23-25, Aug 6-8, Decision Making This course prepares participants to think critically through a decision making process that incorporates all the necessary data, and avoids mistakes and traps that can derail even the most well-intentioned decision maker. Describe the three cornerstones for making high-quality decisions Frame decision outcomes you hope to achieve Define key stakeholders and their roles in making high-quality decisions Utilize your awareness of personal decision patterns when making decisions Recognize data as a potential source of value when making decisions Confidently apply a decision framework to a variety of decision situations Effectively manage decision making as a process Work with others to make a group decision NASBA CPE Credits: 24 Field of Study: Personal Development Course Level: Advanced Suggested Prerequisites: Analytics Boot Camp Critical Thinking for Problem Solving Evaluating and Presenting Analysis Results Making High Quality Decisions Three decision making cornerstones Framing the Decision Clearly Understanding decision context Identifying outcome-based goals Selecting the Right Stakeholders Identifying and involving decision stakeholders Balancing multiple stakeholder needs Understanding Decision Types Intuitive decision making Data-driven decision making Assessing Decision Making Patterns Recognizing personal decision making patterns and tendencies Managing the Decision Process Actions required to successfully manage decisions Group Decision Making Challenges with group decision making Optimizing group decision making Recommended Follow-on Course: Breakthrough Problem Solving Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 23

26 Management COURSES: MANAGING Decision Making and ANALYTICS Analytics Boot Camp Analytics Boot Camp focuses on practical, foundational skills needed for any analysis. You will learn tools and techniques in our computer classroom that you can apply immediately. This course is an excellent first step or refresher! Utilize advanced functionality in Excel for data analysis and decision making Properly handle data collection from multiple sources and data retention in Excel Integrate data from multiple sources Summarize data to quickly gain a better understanding Employ advanced features to assist in complex problem solving Visualize data through the graphing functionality of Excel Construct a frequency distribution to analyze data and translate it into relevant information Calculate and select the most appropriate measures of central tendency Identify and avoid the potential for hidden bias in expressing statistical findings Utilize Excel to apply statistical techniques to the analysis of data Data Analysis and Microsoft Excel Excel spreadsheet or engine for analysis? The hierarchical structure of Excel Ranges, Anchoring, and Data Tables Range references in Excel Anchoring references in Excel Best practices for databases Sorting and Filtering Sorting in Excel Filtering in Excel Pivot Tables Creating a PivotTable Working with data, row, and column items Working with the report filter Data Import in Excel Data import Text files Microsoft Access database data Web data Refreshing data Data Retention and Integration in Excel Data retention in Excel When to use and NOT to use Excel Retaining data in Excel Data integration and linking VLOOKUP function INDEX and MATCH functions Text Manipulation and Charting Data Text manipulation function Levels of measurement Formatting charts in Excel Statistical Concepts Excel s Analysis ToolPak Branches of statistics Measures of central tendency Measures of variation Frequency Distribution Frequency distribution Analysis ToolPak histogram Basic Probability Classical probability Empirical (frequentist) probability Subjective probability Conditional probability Independent and dependent events Fundamental counting principle Permutations and combinations Probability Distributions Binomial distribution The normal distribution Z statistic Sampling Statistical sampling Statistical error and sample size Sampling distribution of the mean Point and Interval Estimation Point estimation Interval estimation Correlation Correlation Obtaining a correlation matrix Simple Linear Regression Simple linear regression Calculating the linear Course days $1,559 Call for info Atlanta, GA Dec 16-20, Jun 9-13, Denver, CO Mar 17-21, Aug 18-22, Tysons Corner, VA Mar 24-28, May 5-9, Sep 22-26, Oct 7-11, Oct 28-Nov 1, Nov 18-22, Dec 9-13, Jan 6-10, Feb 3-7, Mar 10-14, Apr 21-25, May 12-16, Jun 2-6, Jun 16-20, Jul 14-18, Aug 4-8, Aug 25-29, Sep 8-12, NASBA CPE Credits: 40 Field of Study: Statistics Course Level: Basic Recommended Follow-on CourseS: Data Analysis and Modeling Techniques Data Collection Techniques Evaluating and Presenting Analysis Results Course Format: Individual, small- and large-group practical exercises; case studies; discussions; facilitator presentations; computer applications; and application planning COurse includes computer use 24 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

27 Management COURSES: MANAGING Decision Making and ANALYTICS Principles of Analytics Principles of Analytics is an introduction to the process of conducting an analysis project, and basic analysis tools focusing on Excel. Using a real-world simulation, participants execute an analysis project from start to finish. This hands-on approach to an overview of analytics projects enables participants to implement new skills immediately. Identify each phase of the Analytics Process Model and its purpose Translate your organizational problem into an accomplishable analysis project Write a problem statement Begin formulating a study plan Develop and administer a brief survey Develop interview questions and conduct short interviews Analyze data using descriptive statistics (e.g., mean, median, mode, range, variance, standard deviation, and frequency) Develop an outline for an executive summary in an analytical report Give a short briefing to present analysis results Analytics: Solving Organizational Issues Introduction to analytics The Analytics Process Model Linking analytical objectives to organizational objectives Stakeholder analysis Basic Quantitative Analysis Techniques Levels of measurement Central tendency and variation Descriptive statistics Visual Analysis Techniques Data visualization Preparing data Creating graphs and formatting charts in Excel Data Collection Primary and secondary data Surveys Interviews Presenting Your Results Presentation goals Organizing the presentation Assessing your audience Data Collection Techniques Getting appropriate, usable data for analysis, particularly in the context of your organization s data management, is often the most difficult step. This course focuses on the issues of data collection and the tools and techniques for dealing with them. Describe the Analytics Process Model Define the organization s issues to be analyzed Identify what you need to know before you put together a data collection plan Select the appropriate means of data collection Use secondary data to support analyses Utilize basic database query techniques Explore the data using statistical techniques Produce a concise description of the data Verify data quality Cleanse data in preparation for analysis Select data sets and subsets to be used Integrate data from multiple sources Application of the Analytics Process Model Defining the organization s objectives for analysis Determining the analytical goals Overview of the data collection process Principles of scientific and statistically valid data collections Sources and retrieval of secondary data Primary data: design of survey instruments Working with databases and IT systems Documenting data Exploratory analysis of data sets Handling missing data Integrating data sets Course days $949 Call for info Course days $1,489 Call for info Oct 2-4, Dec 16-18, Feb 19-21, Jul 28-30, Aug 20-22, NASBA CPE Credits: 24 Field of Study: Specialized Knowledge and Applications Course Level: Basic Course Format: Individual, small- and largegroup practical exercises; case studies; discussions; facilitator presentations; computer applications; and application planning COurse includes computer use Tysons Corner, VA Oct 7-10, Jul 8-11, Dec 2-5, Feb 24-27, May 5-8, NASBA CPE Credits: 32 Field of Study: Statistics Course Level: Intermediate Suggested Prerequisite: Analytics Boot Camp Recommended Follow-on CourseS: Data Analysis and Modeling Techniques Evaluating and Presenting Analysis Results Course Format: Individual, small- and largegroup practical exercises; case studies; discussions; facilitator presentations; computer applications; and application planning COurse includes computer use Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 25

28 Management COURSES: MANAGING Decision Making and ANALYTICS Data Analysis and Modeling Techniques This course teaches in depth data analysis techniques and the skills needed to correctly interpret analysis results. Evaluating and Presenting Analysis Results This course equips analysts with the skills they need to present their recommendations and supporting data to decision makers in the most effective manner. Select the appropriate technique for your analysis situation Evaluate the performance of an analysis in meeting organizational goals Solve complex problems using simulation, sensitivity analysis, and other analytical techniques Explain relationships in the data using regression analysis Create control charts to monitor performance Forecast probable events using regression analysis and other tools Evaluate differences between data sets using ANOVA Technique selection Building, testing, and managing analysis models Evaluating analysis model performance Determining next steps once an analysis has been performed Statistical hypothesis testing ANOVA Regression analysis Simulation Statistical process control Chi-square Evaluate whether or not an analysis has met its goals Determine what next steps are necessary prior to finalizing an analysis Evaluate and select the most appropriate method to present both quantitative and qualitative results to various stakeholders Draft a reader-friendly outline for an analysis results report Write an Executive Summary for an analysis results report Develop tables, graphs, and charts that convey information quickly and concisely Develop a clear message that effectively communicates the implications of your results Give a briefing or presentation of analysis results to decision makers Evaluating analysis results Next steps at the conclusion of an analysis Communication phase of the Analytics Process Model Determining how to present analysis results to different stakeholders Guidelines for presentation of results Written presentation of results Visual presentation of results Oral presentation of results For more information about Management Concepts Analytics courses, visit Course days $1,489 Call for info Course days $1,159 Call for info Tysons Corner, VA Feb 10-13, Jul 14-17, Oct 15-18, Nov 12-15, Jan 13-16, Apr 7-10, May 27-30, Sep 22-25, NASBA CPE Credits: 32 Field of Study: Statistics Course Level: Advanced Prerequisite: Analytics Boot Camp Suggested Prerequisite: Data Collection Techniques Recommended Follow-on Course: Evaluating and Presenting Analysis Results Course Format: Individual, small- and largegroup practical exercises; case studies; discussions; facilitator presentations; computer applications; and application planning COurse includes computer use Tysons Corner, VA Dec 11-13, Jun 9-11, Nov 25-27, Jan 22-24, Mar 3-5, Apr 2-4, Jun 30-Jul 2, Sep 15-17, NASBA CPE Credits: 24 Field of Study: Communications Course Level: Intermediate Suggested Prerequisite: Analytics Boot Camp Course Format: Individual, small- and largegroup practical exercises; case studies; discussions; facilitator presentations; computer applications; and application planning COurse includes computer use 26 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

29 Management COURSES: MANAGING Decision Making and ANALYTICS Course days $1,779 Call for info Oct 21-25, Jun 23-27, Analytics Capstone Learning to be effective in the application of analytical techniques requires applying those techniques to decision making. The Analytics Capstone workshop provides the opportunity to work with real-life analysis problems, exercising the concepts and techniques of analysis by making decisions and seeing their results. This workshop is a hands-on, case study-style workshop that exercises all of the skills acquired in the other courses. Analyze a real-world scenario Utilize data to understand the situation and make recommendations Collect, integrate, and prepare data to be used in your analysis Select the techniques to be used in your analysis Decide what additional data you need to acquire to support your analysis Draw conclusions from your analysis and make recommendations to decision makers See the results of the decisions made from your analysis NASBA CPE Credits: 40 Field of Study: Statistics Course Level: Advanced Suggested Prerequisites: Analytics Boot Camp Data Analysis and Modeling Techniques Project and analysis planning Data collection and preparation Data analysis and modeling techniques Evaluating and presenting results Project team leadership Group dynamics Project close-out Course Format: Individual, small- and largegroup practical exercises; case studies; discussions; facilitator presentations; computer applications; and application planning COurse includes computer use Analytics Process Model Management Concepts Analytics Process Model or one of its phases is integrated into all of our Analytics courses. This model includes the major components of any well-designed analytical project. Designed to use emerging industry standards and, at the same time, provide a realistic framework for analysis within public and private sector organizations, the Analytics Process Model consists of six major phases: 1. Understand the Organization In phase one, your goal is to clearly understand the organization s mission, goals, history, current conditions affecting the organization, and what objectives the analysis is supporting. 2. Understand the Data In the second phase, the research team executes the data collection plan and begins the initial exploratory analysis of the data. 3. Prepare the Data In the third phase, the focus is on preparing the data for analysis, to include dealing with quality issues, integrating data sets, and formatting the data. 4. Analyze and Interpret the Data In the fourth phase, the analyst will select the analysis techniques, apply them to the data, and interpret the results. 5. Evaluate the Analysis The next phase focuses on evaluating the results of the analysis and determining next steps. 6. Communicate and Deploy the Results Phase six involves communicating the results of the analysis and deploying any recommendations accepted by decision makers. COMMUNICATE AND DEPLOY THE RESULTS EVALUATE THE ANALYSIS UNDERSTAND THE ORGANIZATION Analytics Process Model ANALYZE AND INTERPRET THE DATA UNDERSTAND THE DATA PREPARE THE DATA Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 27

30 Management COURSES: Guiding and DEVELOPING Others Guiding and Developing Others The influence of a supervisor on an individual s success is unparalleled. To be successful, supervisors must be able to get things done through others and support the development and continuous improvement of those they are supervising. Achieving a balance between attaining work results and supporting individual relationships is paramount to success. We believe in creating a foundation that enables core supervisory knowledge and skills that enable supervisors to be successful in planning and assigning work, coaching and mentoring others for enhanced performance, motivating others, and helping them build their capabilities. With a growing workforce who can be geographically dispersed and made up of diverse employees, supervisors and managers must be able to manage virtual teams and master the communication and people-skills needed to inspire the best performance from a wide range of people. Through our Guiding and Developing Others suite of courses, supervisors and managers can build the capacity to achieve task-oriented results while supporting the needs of others. Courses Anytime Coaching...28 Mastering Employee Performance Conversations...29 Managing a Virtual Team New!...29 Professional Government Supervisor Program...30 Effective Supervision: HR Essentials...30 Writing Effective Individual Development Plans (IDPs)...32 Building and Sustaining Teams...32 Establishing a Mentoring Relationship...33 Publications Anytime Coaching: Unleashing Employee Performance...54 The Insider s Guide to Supervising Government Employees...54 Services Coaching Services...49 Mentoring Programs...50 Course days $949 Call for info Nov 20-22, Feb 3-5, Apr 23-25, Jul 14-16, Sep 15-17, NASBA CPE Credits: 24 Field of Study: Communications Course Level: Intermediate Anytime Coaching Employee development conversations can be a major concern for supervisors and managers. Through regular conversations, you can help your employees make micro-performance improvements and ultimately develop the skills they need to succeed. This course is designed for both new and experienced supervisors and managers at any level. Describe the Anytime Coaching model and apply it in your workplace Increase your self-awareness as an Anytime Coach Develop your awareness of others, including your employees and your organization View your employees with more positive possibilities Practice observing congruence in verbal and nonverbal communication Ask more powerful questions to your employees while listening more effectively Respond deliberately and intentionally using a set of specific conversational tools Apply the four practices of the Anytime Coaching model to day-to-day performance improvement How you think about your role within your organization Observing positive qualities and positive possibilities in your employees Recommended Follow-on Courses: Building and Sustaining Teams Mastering Employee Performance Conversations Writing Effective Individual Development Plans (IDPs) Observing nonverbal and emotional cues in communication Analyzing the purpose and types of questions The practice of extreme listening Uncovering and managing your listening biases and assumptions Tools for creating purposeful conversations Focusing your employees on micro performance improvement Integrating the four coaching practices: observing, inquiring, listening, and responding Participants Will ReceivE: Participants will receive a copy of Anytime Coaching: Unleashing Employee Performance by Teresa Wedding Kloster and Wendy Sherwin Swire! Course Format: Small- and large-group discussion; individual selfassessments; role-plays; case studies; facilitator presentations; and application planning 28 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

31 Management COURSES: Guiding and DEVELOPING Others New! Mastering Employee Performance Conversations As organizations focus on accountability, there is an increased demand for managers to more effectively communicate performance expectations. This course focuses on how to hold successful performance conversations, resulting in a shared understanding of expectations, an increase in performance, and greater employee satisfaction. It is designed for managers, supervisors, and team leaders. Utilize various communication approaches to reach a shared understanding of expectations Develop effectively written performance plans to capture performance conversations Monitor employee performance using various communication approaches Deliver performance-focused feedback More confidently hold difficult, performance-related conversations Engage others in the performance discussion in a meaningful way Uncover personal perceptions that may block effectiveness when discussing performance Communicate recognition and appreciation for successful performance Hold interim and annual performance review conversations Communicating performance expectations Developing employee performance plans Setting the example for others to follow Helping employees manage/monitor their own performance Providing clear and constructive feedback Addressing performance issues Holding difficult, performance-focused conversations Recognizing and rewarding successful performance Preparing for and conducting interim and annual reviews Managing a Virtual Team Increasingly, employees in the federal and commercial markets are teleworking in response to the various benefits the arrangement offers both employers and employees. Because OPM mandates training as part of federal agencies compliance with the 2010 Telework Enhancement Act, federal employees in particular are teleworking more frequently and in greater numbers. This course provides participants with a framework for building or revitalizing virtual teams, and is designed for managers, senior managers, directors, and project leaders of teams that interact virtually or use telework all or part of the time. Learning Objectives: Describe the rationale for and current trends in telework Identify the critical elements that form the basis for creating and supervising a successful virtual team Describe the process for managing performance in part-time or full-time telework scenarios Develop a plan to create a supportive virtual culture that motivates, builds trust, and provides opportunities for growth Apply the Virtual Team Model to a workplace scenario Introduction to Managing a Virtual Team What Is Telework? Definitions, Trends, and Statistics The Virtual Team Model The Foundation of the Virtual Team Telework policies and agreements Virtual team charters: mission, purpose, roles and responsibilities, protocols Communication and virtual teams The Task-Based Development of the Virtual Team Performance assessment and management on a virtual team Goal setting and reporting on a virtual team Feedback on a virtual team Accountability and decision-making on a virtual team The Interpersonal Skills-Based Development of the Virtual Team Interpersonal communication on a virtual team Virtual team behavioral norms Managing conflict on a virtual team Building trust, motivation, and engagement on a virtual team Developing employees on a virtual team Group Exercise Application of content to workplace scenario Course days $949 Call for info Instructor-Led Online Course day $399 Call for info Oct 28-30, Mar 26-28, May 21-23, Aug 18-20, NASBA CPE Credits: 24 Field of Study: Communications Course Level: Intermediate Suggested Prerequisite: Interpersonal Skills: Developing Effective Relationships Recommended Follow-on CourseS: Advanced Leadership Skills and Techniques Building and Sustaining Teams Managing a Virtual Team Course Format: Individual, small- and largegroup discussions; facilitator presentations; skills practice; videotaping; individual and peer-to-peer feedback; and application planning Sep 23, Oct 21, Suggested Prerequisites: None Recommended Follow-on Courses Mastering Employee Performance Conversations Engaging Leadership Professional Government Supervisor Program Course Format: Selfdirected online study; virtual instructor-led discussions, group exercises, and participant presentations NASBA CPE Credits: 8 Field of Study: Personal Development Course Level: Intermediate Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 29

32 Management COURSES: Guiding and DEVELOPING Others Professional Government Supervisor Program Supervisors are the linking pin between strategy and execution, the number-one determinant of employee satisfaction. Yet, they are often unprepared for the demands of their role. The Professional Government Supervisor Program (PGSP) equips supervisors with the ideas and skills that create success and high performance. Topics include performance planning, diagnosing performance issues, giving feedback, coaching, mentoring, appraising performance, interpersonal skills, managing conflict, and motivating employees. Learning Objectives: Explore and assess yourself against best practices in supervision Plan effectively for employee performance, creating a commitment to achieve one s goals Accurately diagnose performance problems Give valuable feedback to help employees perform more effectively Coach employees to help them understand and act upon challenges and opportunities Mentor employees to help them see the big picture and navigate through the organization Conduct effective performance appraisals Model interpersonal skills that create connection, support, and a positive climate Resolve conflict productively, while preserving and building relationships Motivate employees to perform What employees really need to succeed, and how to create those conditions How to gain true commitment to performance goals How to get to the root causes of employee performance problems How to give feedback that helps employees perform better, rather than feel criticized How to coach and mentor employees for growth and development How to make the performance appraisal easy, straightforward and effective and with no drama How to create connection, support, and alignment, even in tough times How to handle any conflict with clarity, calm, understanding and a solution focus How to motivate employees to do their best work Course Details: This course is five days in length, and includes access to the Supervisor s Toolkit, an online resource containing podcasts, blogs, webinars, white papers, FAQs, job aids, check lists, discussion forums, and an Ask-the-Expert feature. Course days $1,499 Call for info Denver, CO May 12-16, Tysons Corner, VA Dec 9-13, Aug 4-8, Oct 7-11, Mar 10-14, Apr 28-May 2, Jun 16-20, Sep 15-19, NASBA CPE CREDITS: 40 Field of Study: Personal Development Course Level: Basic RECOMMENDED FOLLOW- ON COURSES: Effective Supervision: HR Essentials Leadership Skills and Techniques To bring this course to your organization, see page 31. COURSE FORMAT: Self-assessments; case studies; role plays; scenarios; individual, small- and largegroup practical exercises; facilitator presentations; readings; application planning Course days $739 Call for info Atlanta, GA May 12-13, Sep 18-19, Denver, CO Feb 27-28, Aug 7-8, Tysons Corner, VA Oct 17-18, Mar 20-21, Sep 25-26, Nov 18-19, Jan 9-10, Effective Supervision: HR Essentials The most effective supervisors understand their role in relation to human resource (HR) policies, procedures, and accountabilities and are able to successfully manage both the people and the policies. This course is designed for new and experienced supervisors to learn or refresh their understanding of their supervisory accountabilities from an HR perspective. Understand the evolving role of supervisors and managers in relation to federal HR policies and procedures Apply practical tips for position management and classification Adhere to Equal Employment Opportunity (EEO) and anti-discrimination laws during the selection and hiring process Describe the roles and responsibilities of a supervisor when supervising bargaining unit employees Manage performance challenges utilizing the correct HR procedures Correctly apply discipline procedures to ensure proper outcomes Recognize positive employee performance and foster employee engagement Effectively collaborate with the HR department throughout the entire talent lifecycle Apr 28-29, Jun 26-27, Jul 17-18, Recommended Follow-on Courses: Professional Government Supervisor Program Mastering Employee Performance Conversations Engaging Leadership Managing a Virtual Team COURSE TOPICS INCLUDE: The Federal Supervisor The evolving role of the federal supervisor Roles, responsibilities, and accountabilities Differences between supervisors and HR professionals Collaborating with the HR department The Talent Lifecycle Position management and classification Selection and hiring practices EEO and hiring best practices Performance Management Creating clear performance elements and standards Recognizing positive performance Dealing with poor performance Working with bargaining unit employees Discipline, conduct, and other challenging situations Fostering employee engagement Course Format: Individual, small- and largegroup exercises, discussions, facilitator presentations, case scenarios, skills practices, and application planning NASBA CPE Credits: 16 Field of Study: Personal Development Course Level: Intermediate 30 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

33 ...Enhance the performance of your supervisors?...close the skills gap of your supervisors?...transfer knowledge to new supervisors? Bring this transformational training program to your organization. Visit or call Visit our blog managementconcepts.com/pgspblog Take our complimentary supervisor readiness assessment SupervisorReadinessAssessment

34 Management COURSES: Guiding and DEVELOPING Others Writing Effective Individual Development Plans (IDPs) Individual development plans (IDPs) are a great way to develop and motivate people (including yourself) to perform better in current positions, and pave a way for them to develop into their next ones. This course is designed for leaders and managers who want to craft their own individual IDPs in order to advance their careers as well as support others as they craft their own IDPs. Describe the importance and value of IDPs in relation to your career, others careers, and the organization at large Articulate the roles and responsibilities of both the supervisor and the employee in the IDP process Assess strengths and development opportunities Identify areas for development and the learning opportunities to support them Design and develop, in collaboration with an individual employee, the learning experiences articulated in an IDP Support learning before, during, and after learning experiences to maximize effectiveness Provide more effective feedback and coaching during and after development experiences Assess and document year-end results on individual IDPs The importance of IDPs in career and team development Assessing individual strengths and learning opportunities Writing learning-oriented objectives Developing and supporting formal and informal learning opportunities Stretching employee development funding Common obstacles and challenges to crafting effective IDPs Providing feedback and coaching Building and Sustaining Teams Effective teaming fosters collaboration, encourages information sharing, and yields dynamic results. This course provides specific strategies for building and sustaining high-performing teams. It is designed for managers, supervisors, facilitators, team leaders, and individual team members. Describe approaches to building teams Define the criteria that will make your team the most successful Establish more trusting relationships with and among team members Create effective communication norms from the onset of a team Utilize new approaches for systematically involving others in team communication, team visioning, and decision making Promote team collaboration through unifying activities and participatory management techniques Leverage specific team learning techniques to advance team member development Promote effective individual and team behaviors that foster team success Why and how teams form Building a strong foundation for a team Establishing trust within the team Communicating effectively as a team Encouraging participation in team visioning and decision making Managing performance through feedback and facilitative leadership Managing conflict and difficult team behaviors Ways to sustain high performance on a team Supporting team learning Course days $769 Call for info Course days $949 Call for info Apr 24-25, Jun 9-10, Sep 18-19, NASBA CPE Credits: 16 Field of Study: Personnel/HR Course Level: Intermediate Recommended Follow-on CourseS: Anytime Coaching Leadership Skills and Techniques Mastering Employee Performance Conversations Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; case scenarios; facilitator presentations; and application planning Tysons Corner, VA May 5-7, Nov 13-15, Jan 29-31, Mar 26-28, Jul 16-18, Aug 4-6, Sep 24-26, NASBA CPE Credits: 24 Field of Study: Communications Course Level: Intermediate PDU Credits: 21 Recommended Follow-on CourseS: Advanced Leadership Skills and Techniques Breakthrough Problem Solving Leading the Human Side of Change Mastering Employee Performance Conversations Course Format: Individual, small- and large-group exercises and discussions; facilitator presentations; skills practice; self-assessments; case scenarios; and application planning 32 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

35 Management COURSES: Guiding and DEVELOPING Others Establishing a Mentoring Relationship Many organizations have seen the professional, personal, and organizational benefits of pairing less experienced team members with more experienced team members. This course is designed for individuals who are interested in establishing a new or enhancing an existing mentoring relationship within their organization. The Insider s Guide to Supervising Government Employees Describe the value of mentoring to individuals and organizations Define roles, characteristics, and responsibilities of mentors and mentees Initiate a mentoring relationship Write a formal mentoring agreement Differentiate among different kinds of conversations with a mentor Apply mentoring tools and techniques to foster learning Evaluate mentoring relationships in order to make mid-course adjustments Make personal commitments for moving forward Understanding the mentor/mentee relationship The role of mentoring within an organization Building a trusting mentoring relationship Characteristics, roles, and responsibilities of effective mentors and mentees Establishing a mentoring relationship Setting SMART goals Listening skills for mentors and mentees Receiving feedback and learning from a mentor Documenting learning and next steps Monitoring mentoring relationships for progress and mutual satisfaction Kathryn M. Johnson, Editor In today s government work environment, supervision is often described as the single most important function in organizations. Supervisors are the crucial link between the strategy of management and the execution of daily work. Through stories and vignettes, the contributors to this book who have a broad range of supervisory experience share their lessons and perspectives in an engaging, hands-on manner. Learn how to: Be clear about expectations Build and maintain a high level of trust Encourage employees to come up with good ideas Act on the choices you make Course day $359 Call for info Oct 4, Apr 25, Jun 12, Aug 18, NASBA CPE Credits: 8 Field of Study: Personal Development Course Level: Basic Recommended Follow-on Courses: Effective Supervision: HR Essentials Leadership and Management Skills for Non-Managers Writing Effective Individual Development Plans (IDPs) Anytime Coaching Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning Whether new or seasoned, government managers, team leaders, and supervisors will have a ready reference to help them work through their specific supervisory situation. 2011, 6 x 9 softcover, 166 pages, ISBN , Product Code 268, $29 For more information about publications from Management Concepts Press, please see page 54 or visit Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 33

36 Management COURSES: Implementing and Aligning STRATEGY Implementing and Aligning Strategy In every organization, managers are called upon to implement organizational strategy and achieve the mission by aligning strategic organizational goals with individual performance. To do this effectively, we believe managers need to be able to take highly-conceptual ideas and plans and turn them into operational and tactical realities. The ability to think critically, dissect information, ask questions, manage and influence up, plan for and manage change, and measure and report on performance are all critical skills to this end. To develop these capabilities, we help managers work through real organization case studies and situations. Through thinking critically, solving challenging problems, and learning to use practical tools, participants in this suite of courses gain the ability to implement and align strategy and performance. Managing Change This experiential course provides tools and techniques to effectively lead others through a spectrum of change situations. Senior and mid-level leaders and managers who want to more effectively manage change efforts will be exposed to situations that require both planning and decision making to achieve a desired change. Develop an adaptive approach to managing change Identify and analyze stakeholder needs Create a coalition of advocates Define roles and responsibilities within the change effort Create communication strategies to prepare for and implement a change effort Generate short-term wins to gain momentum Prepare for contingencies through systems thinking The role of adaptability in change efforts Understanding others needs and interests Top reasons why change efforts fail Change roles and responsibilities Change is personal Gaining support The curve of change How to facilitate change Communication strategies and approaches The power of feedback Organizational culture and change Overcoming the resistance to change Courses Managing Change...34 From Strategic Plans to Tactical Execution...35 Strategic Planning and Performance Measurement...35 Services Facilitation Services...52 Course days $769 Call for info Nov 4-5, Feb 6-7, May 15-16, Aug 18-19, NASBA CPE Credits: 16 Field of Study: Business Management and Organization Course Level: Intermediate PDU Credits: 14 Recommended Follow-on Courses: Breakthrough Problem Solving From Tactical to Strategic Thinking Leading the Human Side of Change Course Format: Group discussion; individual selfassessments; role-plays; case scenarios; facilitator presentations; and application planning 34 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

37 Management COURSES: Implementing and Aligning STRATEGY From Strategic Plans to Tactical Execution Ask yourself this question: What are the essentials for a successful strategy and for effective tactical execution? Learn the answer with this course designed for managers who are tasked with taking the strategic plans of an organization and its leaders and creating operational, performance-oriented plans to execute. Create an aligned way of thinking and behaving to support full strategy execution Bridge the gap between strategic plans and individual daily work Apply a process view to strategy execution Communicate priorities and change in a simple and compelling way Create and align smaller, achievable projects and initiatives Engage and prepare individuals and teams to accomplish strategic goals Apply best practices and frameworks to address execution challenges Ensure discipline in measuring performance and managing accountabilities What makes strategy execution difficult? Organizational preparedness to implement strategy Aligned thinking and behavior as a way to make strategy happen The role of middle managers Process framework and tools for executing strategy Aligned messaging and communication Internal and external relationships in strategy execution Ownership, engagement, and capabilities as catalysts to influence results Best practices and frameworks for execution challenges Performance monitoring techniques Follow up and timely reporting on initiatives and projects Strategic Planning and Performance Measurement Are you looking to better understand the concepts and theory underpinning strategic planning? As a manager or professional, you will learn how to measure, report, and improve organizational, program, or work unit performance. Assess how strategic planning impacts the organization and the individual Set performance goals and objectives Create or select measurable outcomes to meet organization, program, or unit objectives Improve accountability, decision-making, and resource-allocation processes Distinguish between viable measures and surrogates that waste organizational time Use proven, practical approaches for dealing with hard-to-measure outcomes Align appropriate measures with your unit s mission (or mandate), goals, and objectives Apply Balanced Scorecard principles and methods to measure performance Report findings and gain support of decision makers Characteristics of effective strategic plans Strategic planning techniques and insights Linking strategic planning to performance measurement Distinguishing between outputs and outcomes, including intermediate progress measures Leveraging performance measures to improve organizational and unit goal satisfaction How mission and mandates drive performance measures Using the Balanced Scorecard as a performance measurement tool Reporting and implementation issues Recent breakthroughs in private and public sector performance measurement practices Course days $769 Call for info Course days $949 Call for info Dec 5-6, Feb 13-14, Mar 31-Apr 1, Jun 9-10, Sep 22-23, NASBA CPE Credits: 16 Field of Study: Business Management and Organization Course Level: Intermediate Recommended Follow-on Course: Managing Change Course Format: Case studies; individual, small- and large-group practical exercises; facilitator presentations; readings; and application planning Tysons Corner, VA Jan 13-15, Jun 16-18, Oct 21-23, Dec 2-4, Feb 26-28, Apr 14-16, Aug 13-15, NASBA CPE Credits: 24 Field of Study: Business Management and Organization Course Level: Intermediate Suggested Prerequisite: From Tactical to Strategic Thinking Recommended Follow-on Courses: Leading the Human Side of Change Managing Change Course Format: Individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 35

38 Professional Skills Professional skills are the foundation for success in every organization. When individuals and groups lack critical professional skills, customers and colleagues alike are left with sub-par results. To develop targeted knowledge and skills for professional development or as part of an individual development plan (IDP), explore our wide range of professional skills courses, our certificate program, or our custom development programs. Each can help you and your organization foster the professional skills necessary to achieve success. Communicating Effectively The ability to communicate verbally and in writing as well as interpret other people s messages in a variety of contexts can set you apart from others as you advance in your career. If you have a need or interest in communicating more effectively, these courses are for you. Working with Others How often do poor working relationships derail your ability to get the best possible results? Even more important is the ability to effectively manage relationships through interpersonal understanding and communication, healthy influence, interestbased negotiation, and conflict resolution. These courses can help. Courses Communicating Strategically Grammar Refresher Group Facilitation Business Writing Briefing and Presentation Skills SERVICES Assessment Services Facilitation Services Courses Negotiation Skills Customer Service Skills and Techniques Influencing Skills Interpersonal Skills: Developing Effective Relationships Resolving Conflict Working on Virtual Teams New! SERVICES Custom Development Programs Advance Your Career. Our Professional Skills Certificate Program can strengthen your professional development. See pages Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

39 Professional Skills Course Calendar All courses, except those designated below, will be held in. Our classes are conveniently accessible by Metro. CourseS oct NOV dec jan feb mar apr may jun jul AUG sep Briefing and Presentation Skills, p. 41 Oct 2-4 Nov 4-6 Nov Dec Jan Feb Mar TC Apr Apr 30-May 2 May Jun 9-11 Jul 9-11 Jul TC Aug Sep 3-5 Business Writing, p. 40 Oct Nov 4-5 A Nov Dec 9-10 Jan Feb 5-6 TC Mar 3-4 Apr May Jun TC Jun D Jul Aug A Aug Sep Communicating Strategically, p. 38 Oct Jan Mar May TC Jun Aug Customer Service Skills and Techniques, p. 43 Nov Feb Apr 3-4 TC Jul Sep TC Grammar Refresher, p. 39 Oct 7-8 Dec Feb 3-4 Apr Jun TC Aug 7-8 Group Facilitation, p. 39 Oct Feb May TC Jul Sep Influencing Skills, p. 43 Oct Dec 2-3 Mar Jun Aug Interpersonal Skills: Developing Effective Relationships, p. 44 Oct 7-9 D Oct Dec Jan 8-10 Feb Mar 5-7 TC Mar D Apr 9-11 A Apr May 7-9 Jun Jul 9-11 TC Aug 4-6 Aug Sep 8-10 Sep A Negotiation Skills, p. 42 Nov 7-8 Mar May Jul Sep Resolving Conflict, p. 45 Oct 3-4 Nov Jan TC Apr Jun Aug TC Sep 4-5 Working on Virtual Teams, p. 45 Nov 18 (online) A - Atlanta, GA D - Denver, CO TC - Tysons Corner, VA Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 37

40 Professional Skills Courses: Communicating EFFECTIVELY Communicating Effectively Communication is the foundation of workplace effectiveness. The ability to pick the best mode of communication, engage an audience, organize thoughts, and then leverage the most appropriate style and tone is vital to success. To master the art of communication, both oral and written, we offer a variety of courses in both areas to help individuals develop these skills and apply them in unique situations. When communication is clear and consistent, it helps to build trust and credibility and leads to more effective results. Without effective communication, individuals, teams, and organizations are positioned for failure. Through this suite of courses, we aim to help individuals develop a solid foundation of communication skills upon which to further their professional careers, their teams, and their organizations. Courses Communicating Strategically...38 Grammar Refresher...39 Group Facilitation...39 Business Writing...40 Briefing and Presentation Skills...41 Services Assessment Services...51 Facilitation Services...52 Communicating Strategically What does it mean to communicate strategically? Understanding how strategic communication impacts organizations as a whole and how you can communicate more strategically are the focal points of this course. It is designed for professionals who are interested in taking a more strategic approach when communicating with others. Ask the right questions to think strategically about communication Use strategic communication to achieve desired actions Apply proactive communication strategies and techniques to create alliances, build networks, and work cross-functionally Design effective strategic communication plans Choose the best communication medium for a situation Craft powerful strategic messages for delivery to different audiences upward, downward, or laterally Influence behavior change through intentional and targeted strategic communication Impact of using questions to think strategically about communication Strategic communication as a means to achieve desired actions Using strategic communication techniques to create alliances Building networks through strategic communication Improving cross-functional work initiatives using strategic communication techniques Developing a plan to communicate more strategically Selecting the best strategic communication means for different situations Creating effective strategic messages when communicating up, down, or laterally Shaping changes in behavior by using planned and targeted communication techniques and approaches Course days $769 Call for info Tysons Corner, VA May 12-13, Oct 21-22, Jan 27-28, Mar 20-21, Jun 12-13, Aug 18-19, NASBA CPE Credits: 16 Field of Study: Communications Course Level: Intermediate Suggested Prerequisite: Interpersonal Skills: Developing Effective Relationships Recommended Follow-on CourseS: Briefing and Presentation Skills Critical Thinking for Problem Solving Course Format: Hands-on practice sessions; feedback sessions; group discussions; selfassessments; role-plays; and facilitator presentations and demonstrations 38 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

41 Professional Skills Courses: Communicating EFFECTIVELY Grammar Refresher In the workplace, we are often judged by how well we write and speak. Understanding the fundamentals of grammar enables you to express your thoughts clearly and precisely. This course is designed for professionals who want to speak and write effectively, convey messages clearly, and produce and edit high-quality documents. Group Facilitation Facilitation skills are becoming one of the most valuable skills to help groups and organizations determine clear solutions to their organizational challenges. This course is designed for managers, team leaders, project managers, and professionals who are interested in facilitating group effectiveness in organizational settings. Identify and correct some of the most common grammatical mistakes, such as incorrect comma usage, abbreviations, synonyms, and tenses Approach your writing with the most up-todate information on correct grammar usage and changes to the English language More effectively compose and create polished, credible business documents Provide clarity of meaning through the use of correct grammar and punctuation Recognize and use standard English Avoid writing sentence fragments and runon sentences Know when and how to use the active voice Eliminate verb tense errors, misplaced and dangling modifiers, and improper pronoun usage Sentence structure Subject-verb agreement and noun-pronoun agreement Verb voices and tenses Correct pronoun usage Parallel construction Punctuation Troublesome plurals and possessives Confused and abused words Selecting and using style guides Define group facilitation and the role of a facilitator Identify the guiding principles of effective group facilitation Apply a results-oriented facilitation process Apply appropriate facilitation tools and techniques Demonstrate proficiency in core facilitation competencies Facilitate groups to develop and agree on realistic plans or solutions to issues What is group facilitation? What types of sessions might be facilitated? The role of a facilitator in group settings Guiding principles of effective group facilitation Phases of a structured facilitation session Proven tools and techniques to stimulate group facilitation Core competencies of an effective facilitator Individual facilitation strengths and areas for further development Group facilitation as a catalyst to achieve appropriate and useful outcome For more information about Management Concepts Facilitation Services, please see page 52. Course days $769 Call for info Course days $949 Call for info Tysons Corner, VA Jun 23-24, Oct 7-8, Dec 16-17, Feb 3-4, Apr 21-22, Aug 7-8, NASBA CPE Credits: 16 Field of Study: Communications Course Level: Basic Recommended Follow-on Course: Business Writing Course Format: Individual, small- and largegroup practical exercises; facilitator presentations; discussions; one-on-one coaching and feedback; and application planning Tysons Corner, VA May 19-21, Oct 23-25, Feb 24-26, Jul 23-25, Sep 17-19, NASBA CPE Credits: 24 Field of Study: Communications Course Level: Intermediate Recommended Follow-on CourseS: Briefing and Presentation Skills Communicating Strategically Interpersonal Skills: Developing Effective Relationships Course Format: Hands-on practice sessions; feedback sessions; group discussions; selfassessments; role-plays; and facilitator presentations and demonstrations Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 39

42 Professional Skills Courses: Communicating EFFECTIVELY Business Writing Effective writing transmits clear, tailored messages. To write effectively, you must first understand your audience and then create a message that is concise and meaningful. This course will build the knowledge and skills to confidently communicate to various audiences in an effective and, when appropriate, influential manner. It is designed for professionals who are proficient in the basics of grammar and writing and who wish to make their writing more effective in achieving results in business. Identify the components that good writers include in their writing Plan documents by identifying their purpose, audience, thesis, and scope Use outlining tools to identify key topics and subtopics Write effective sentences that provide pertinent information to your readers Build paragraphs that include topic sentences, supporting details, and transition phrases Make correct word choices and use the voice and phrasing appropriate for your document Review and use guidelines for writing effective business correspondence Improve your final documents by getting feedback from others Effective Writing Basics of effective writing Keeping it plain Plan Before You Write Preparing to write Identifying your purpose, audience, thesis, and scope Visualizing your ideas Outlining your writing Essentials of Effective Writing Well-equipped sentences The balanced paragraph Choosing words wisely The Documents You Write Effective s Memorable memos Business letters Ensuring Quality Self-editing Seeking feedback Editing methods Writer s guild Participants Will ReceivE: Plain Language in Government Writing By: Judith Gillespie Myers, Ph.D. Whether you re in the public or private sector, good writing skills are critical to your success in the workplace. Plain Language in Government Writing: A Step-by-Step Guide shows you how to apply federal plain-language guidelines to every type of writing from s, memos, and letters to agency communications, technical procedures, and budget justification statements. Through numerous exercises as well as examples from a variety of federal and state agencies, this practical guide walks you stepby-step through every phase of the writing process, providing tips for improved clarity, conciseness, and completeness. 2008, 6 x 9 softcover, 430 pages, ISBN: ,Product code: B247 Order by phone at or online at Course days $769 Call for info Atlanta, GA Nov 4-5, Aug 11-12, Denver, CO Jun 23-24, Tysons Corner, VA Feb 5-6, Jun 16-17, Oct 17-18, Nov 18-19, Dec 9-10, Jan 13-14, Mar 3-4, Apr 17-18, May 22-23, Jul 17-18, Aug 25-26, Sep 15-16, NASBA CPE Credits: 16 Field of Study: Communications Course Level: Intermediate Suggested PrerequisitE: Grammar Refresher Recommended Follow-on CourseS: Briefing and Presentation Skills Communicating Strategically Course Format: In-class writing and feedback; individual, small- and large-group practical exercises; peer feedback; facilitator presentations; and application planning 40 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

43 Professional Skills Courses: Communicating EFFECTIVELY Briefing and Presentation Skills Many people report their number one fear to be public speaking. This is unfortunate, as we are often required to give presentations in the workplace, both planned and on-the-spot. Either way, giving an effective presentation can be managed with a few tips, tools, and techniques that can be applied both in the moment and in front of the podium. This course is designed for individuals who want to improve the quality and impact of their briefings and presentations. Identify features of effective briefings and presentations Address the key factors to consider when making a briefing or presentation Organize presentation and briefing content using proven techniques Create appropriate, attention-getting openings Close your briefings and presentations with impact and style Enhance your briefings and presentations using audio-visual aids Manage nervousness Engage your audience with effective body language Respond to questions from the audience Evaluate your briefings and presentations Evaluating Briefings and Presentations Similarities and differences between briefings and presentations Evaluations criteria Steps to Prepare and Deliver a Briefing or Presentation Addressing your fears Self-assessment Steps to prepare and deliver a briefing or presentation Identify Your Purpose and Audience Specify your purpose Brainstorm ideas and content Develop a Logical Structure The rule of three Your opening The art of effective transitions Your closing Developing presentation notes Using Visual Aids Why use visual aids? Criteria for selecting visual aids PowerPoint and other visual tools Tips for using visual aids to enhance your presentation Tips for using handouts to support your presentation Prepare for Audience Questions When you should answer questions Encouraging questions Responding to questions Use Your Natural Delivery Style What s your style? Individual presentations Team briefings For more information about Management Concepts Professional Skills Certificate Program, please see pages 8-9. Course days $949 Call for info Tysons Corner, VA Mar 17-19, Jul 21-23, Oct 2-4, Nov 4-6, Nov 25-27, Dec 11-13, Jan 27-29, Feb 10-12, Apr 16-18, Apr 30-May 2, May 19-21, Jun 9-11, Jul 9-11, Aug 13-15, Sep 3-5, NASBA CPE Credits: 24 Field of Study: Communications Course Level: Intermediate PDU Credits: 21 Suggested Prerequisite: Influencing Skills Recommended Follow-on CourseS: Business Writing Communicating Strategically Grammar Refresher Influencing Skills Course Format: Individual, small- and large-group practical exercises; practice presentation sessions; videotaping; discussions; individual coaching and feedback sessions; and application planning Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 41

44 Professional Skills Courses: Working with Others Working with Others The workplace is full of diverse individuals, each with different thoughts, values, perspectives, and personalities. To be successful in today s organizations, relationship building and working effectively with an eclectic group of people are key. To work well with others, individuals need to first understand their own preferences, styles, beliefs, and values and then understand how these affect relationship-building skills such as communicating, influencing, negotiating, collaborating, and resolving conflict. Additionally, we believe that after understanding one s own self, it is vital for individuals to appreciate how their style affects others who, they must recognize, have their own unique perspectives. The courses in this suite of courses allow individuals to more effectively navigate their relationships and ultimately, achieve better results. Negotiation Skills Did you know that you negotiate on some level every day? Whether it is with your spouse, your kids, your boss, or your colleagues, possessing the ability to negotiate effectively can be a valuable skill. This course allows you to rehearse negotiations in a workplace setting. Compare distributive, integrative, interestbased, and multi-party negotiations Use proven tools to plan for various negotiation types Integrate proven strategies for conducting distributive negotiations Develop a collaborative approach for conducting integrative negotiations Construct a plan for conducting successful interest-based negotiations Propose strategies for conducting successful multi-party negotiations Understanding how negotiations work The characteristics of distributive, integrative, interest-based, and multi-party negotiations The negotiation process Preparing for negotiations Techniques and strategies for successful negotiations Understanding needs in negotiations Power in negotiations Multi-party negotiations Ways to close the deal Effective implementation Courses Negotiation Skills...42 Customer Service Skills and Techniques...43 Influencing Skills...43 Interpersonal Skills: Developing Effective Relationships...44 Resolving Conflict...45 Working on Virtual Teams...45 Services Custom Development Programs...47 Course days $769 Call for info Nov 7-8, Mar 27-28, May 12-13, Jul 14-15, Sep 22-23, NASBA CPE Credits: 16 Field of Study: Communications Course Level: Intermediate PDU Credits: 14 Suggested Prerequisites: Critical Thinking for Problem Solving Influencing Skills Interpersonal Skills: Developing Effective Relationships Recommended Follow-on Course: Group Facilitation Course Format: Individual, small- and largegroup practical exercises; peer feedback; and evaluations 42 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

45 Professional Skills Courses: Working with Others Customer Service Skills and Techniques Customer service is crucial for organizations across all industries and sectors, public and private. Providing exceptional customer service starts with understanding who your customers are and establishing a customer focus in how you meet their needs. This course is designed for professionals at all organizational levels who need to build strong relationships with internal and external customers. Influencing Skills Current research shows that becoming an influencer is achieved through understanding a few basic human behavioral needs and drives and learning to apply situation-specific influence techniques. This course is designed for professionals who want to expand their personal influence within their organization, learn to overcome obstacles, and discover influencing strategies to help build relationships. Examine the value of providing exceptional customer service in today s business environment Explore how service is defined by customers Communicate appropriately and personally with customers Apply tactics to effectively deal with challenging customers Objectively evaluate customer service efforts Why customer service matters Identification of internal and external customers The six dimensions of quality customer service How customer expectations of service are shaped Effective listening skills Using careful language when communicating with customers Delivering service via telephone and Recovering from service breakdowns Responding to difficult customers Managing your emotions in difficult customer situations Gathering and acting on customer feedback Define influence Discuss the value of influence in today s workplace Discuss the link between brain physiology and influencing others Discuss the six sources of influence Apply a situation-specific influence strategy Build more effective relationships and networks to enhance your ability to influence Demonstrate effective communication techniques in influence situations Discover influencing tactics to use when you do not have authority over the person you need to influence What is influence? Influence in today s workplace Influencing the brain Building an influence strategy Assessing the influence situation Sources of influence Choosing appropriate influence behaviors Building effective relationships and networks Communicating for influence How to influence without authority Course days $649 Call for info Course days $769 Call for info Tysons Corner, VA Apr 3-4, Sep 11-12, Nov 21-22, Feb 20-21, Jul 28-29, NASBA CPE Credits: 16 Field of Study: Communications Course Level: Basic Recommended Follow-on CourseS: Interpersonal Skills: Developing Effective Relationships Resolving Conflict Course Format: Individual, small- and large-group practical exercises; discussions; and application planning Oct 10-11, Dec 2-3, Mar 24-25, Jun 26-27, Aug 28-29, NASBA CPE Credits: 16 Field of Study: Personal Development Course Level: Intermediate PDU Credits: 14 Recommended Follow-on CourseS: Interpersonal Skills: Developing Effective Relationships Leadership and Management Skills for Non-Managers Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; role-plays; case studies; and application planning Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 43

46 Professional Skills Courses: Working with Others Interpersonal Skills: Developing Effective Relationships Creating an atmosphere of openness with clear lines of communication is a key factor in organizational success. People with good interpersonal skills deal with difficult issues in a straightforward manner, listen well, share information fully, and stay receptive to bad news as well as good. This course is designed for individuals who want to increase productivity and become more successful on the job by improving the quality of working relationships with peers, employees, supervisors, customers, and others. Create an action plan for developing your interpersonal skills Apply and practice strategies for communicating styles with self, others, and maximizing relationships Apply and practice effective listening strategies and techniques Show the correlation between emotional intelligence competency and successful workplace relationships Describe the connection between Executive Core Qualifications (ECQs) and Emotional Intelligence (EI) competencies Demonstrate emotional intelligence during a workplace scenario Identify at least four elements of an environment that supports effective conflict resolution Identify the differences between productive and unproductive conversations Demonstrate appropriate responding techniques during a conversation Demonstrate the steps of the conflict resolution approach Create an action plan for developing your skills for building and maintaining relationships COURSE TOPICS INCLUDE: Overview of Interpersonal Skills The importance of interpersonal skills The Johari Window The interpersonal skills model Senge s wheel of learning Awareness of Self and Others Communicating styles survey Communication styles in the workplace Effective Communication Communication realities Barriers to communication What happens when we communicate What is listening? Four Phase Model of Listening Benefits of good listening Time spent listening Foundations of Emotional Intelligence What is emotional intelligence? Misconceptions about emotional intelligence Domains of emotional intelligence Emotional intelligence and the ECQs Tools to Build and Maximize Relationships What is trust? The benefits of trust Behaviors that rebuild trust What is conflict? Cause of conflict Effects of conflict Five basic conflict styles The value of different conflict styles Managing conflict Create a healthy environment Tools for working through conflict Course days $949 Call for info Atlanta, GA Apr 9-11, Sep 15-17, Denver, CO Oct 7-9, Mar 24-26, Tysons Corner, VA Mar 5-7, Jul 9-11, Oct 16-18, Dec 16-18, Jan 8-10, Feb 10-12, Apr 16-18, May 7-9, Jun 16-18, Aug 4-6, Aug 20-22, Sep 8-10, NASBA CPE Credits: 24 Field of Study: Communications Course Level: Intermediate Suggested Prerequisite: Influencing Skills Recommended Follow-on Course: Resolving Conflict Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning 44 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

47 Professional Skills Courses: Working with Others New! Resolving Conflict Conflict occurs when the parties involved have different needs, ideas, and goals. It is a natural part of human interaction. If managed effectively, conflict can favorably impact the organization and enrich the individual. This course is designed for professionals interested in learning how to effectively resolve conflict. Working on Virtual Teams Telecommuting, remote workers, and virtual teams are becoming more common in today s workplace. With this trend, there is a need to educate and train virtual team members on how to become more effective when working on a virtual team. This course provides participants the opportunity to learn about the value and advantages that virtual teams offer to organizations. Describe the nature of conflict and its effects Identify causes of conflict Assess your conflict style and recognize the conflict styles of other Identify and work with various reactions to conflict Monitor your emotions during conflict situations Break counter-productive patterns of dealing with conflict Anticipate potential conflict situations and defuse them before they escalate Handle conflict with agility and professionalism Overcome conflict through improved communication Resolve conflict using a variety of proven conflict resolution strategies Anticipate the outcomes of conflict Identify ways to leverage productive conflict Defining conflict The value of relationships and the role of healthy conflict Recognizing communication breakdowns resulting in conflict Exploring how culture affects conflict Understanding conflict styles and behaviors Conflict resolution process Using conflict positively for personal and organizational growth Learning Objectives: Describe the value of virtual teams Describe the elements required to build a strong virtual team foundation Use various techniques to enable the efficient execution of task-based processes Develop strong virtual team relationships through interpersonal skills-based processes Employ techniques to effectively manage up to supervisors and manage out to teams Recognize the characteristics of a virtual team operating at optimal performance The Virtual Team Definition of a virtual team Similarities and differences between a virtual team and a local team Reasons why virtual teams are advantageous The Foundation Management Concepts Virtual Team Model Virtual Team Model: Foundation segment How organizational culture affects virtual teams Developing a Team Mission Evaluating team composition and structure Discussion of various communication technologies Task-Based Development Virtual Team Model: Task-Based Development segment Defining goals and accountabilities Monitoring performance Barriers to effective communication Interpersonal Skills-Based Development Virtual Team Model: Skills-Based Development segment Building trust in a virtual team Determining individual trust quotients Resolving conflict in a virtual team Managing Up and Out Defining managing up and out Five areas for managing up and out Optimal Performance Virtual Team Model: Optimal Performance segment Team and performance outcomes Analyzing performance paradoxes Capstone activity Course days $769 Call for info Instructor-Led Online Course day $399 Call for info Tysons Corner, VA Jan 23-24, Aug 28-29, Oct 3-4, Nov 25-26, Apr 28-29, Jun 12-13, Sep 4-5, NASBA CPE Credits: 16 Field of Study: Communications Course Level: Intermediate Recommended Follow-on Courses: Influencing Skills Interpersonal Skills: Developing Effective Relationships Course Format: Self-assessments; individual, small- and large-group practical exercises; discussions; facilitator presentations; and application planning Aug 26, Nov 18, Suggested Prerequisites: None Recommended Follow-on Courses: Communicating Strategically Influencing Skills Resolving Conflict Course Format: Virtual instructor-led discussions, group exercises, assessments, and participant presentations NASBA CPE Credits: 8 Field of Study: Personal Development Course Level: Basic Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 45

48 Learning and Development Services Learning and Development Services create individual and organizational capacity for you to be able to prepare for change, solve complex problems, and achieve your mission. There are many benefits to working with Management Concepts to unleash the potential of your people. Below are a few examples: Custom Development Programs > Developing uniquely targeted competencies that your workforce needs to improve results in targeted competency development and enhanced workforce capability. > Preparing a pipeline of prepared employees and leaders reduces the risk of faltering at what matters most, your mission. See pages to learn more. Coaching Services > Coaching is one of the quickest ways to increase individual effectiveness, offering a highly efficient approach for breaking down individual barriers and achieving new successes. > One-on-one support is personalized to your unique needs, resulting in more meaningful and targeted development. > Targeted development to one s specific needs means better results, both for the individual and those with whom the individual interacts on the team and in the organization. See page 49 to learn more. Mentoring Programs > Leveraging timely expertise through a mentor increases the speed by which someone is able to be successful. > Career development through mentoring reduces risks of high potential employees derailing early in their career, resulting in greater retention and increased workforce satisfaction. > Utilizing best practices from our experts means your mentoring program will be efficient from the start, achieving fresh success. See page 50 to learn more. Assessment Services > Assessments help provide a shared understanding of job roles or development needs and assessments pinpoint areas where workforce development is needed. > Using data-driven assessment provides a benchmark for team members so that leaders and team members can focus on mission critical issues and challenges and increases their efficiency and effectiveness. > With the core of strategic workforce development grounded within the assessment, management can confirm where workforce development can best support the mission, allowing management to provide strategic support more quickly. Facilitation Services > Utilizing our team s facilitation talents will improve the efficiency of your meetings and help you achieve greater results in a faster period of time. > An outside facilitator can neutralize tense moments and steward the group through challenging conversations, leading to breakthrough results. > Expert facilitators serve as role models and implicit teachers, thus increasing the opportunity for your leaders to learn new skills and build capacity. See page 52 to learn more. See page 51 to learn more. 46 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

49 Custom Development Programs Leading organizations have a desire to cultivate leaders, managers, and professionals at every level of their organization in a cost-effective, scalable, and quality manner. In many cases, these organizations may have a need to develop large groups of people, yet they often have neither the expertise nor the internal resources to design and execute programs of such magnitude. With nearly forty years of experience developing the federal workforce, Management Concepts can help your organization accomplish its most ambitious development goals. We Can Help You: Foster organization-wide succession and leadership development efforts at all levels Build a pipeline of talented professionals ready to advance in their career field Decrease skills gaps that continue to inhibit your organization s potential Build new mission-oriented capabilities across your organization Through our mature infrastructure, project management office, deep pool of talented resources, and innovative program design, we create programs that can reach across your organization while also achieving impactful results. Mature Infrastructure When you want to implement a complicated, logistics-centered development program, your partners need to have the resources and expertise to efficiently and expertly achieve results through flawless planning and reduced risk. Our Project Management Office (PMO) can be leveraged to ensure your enterprise-wide program runs flawlessly. Deep Pool of Talented Resources Management Concepts has significant bench strength in every aspect of our business. Combining our diverse, talented team of expert training facilitators, located throughout the United States, with our experience scaling to deliver large-scale events, including professional development conferences, multi-tiered development programs, and organization-wide career development track training, we can deliver programs in your headquarters and field organizations simultaneously across the enterprise. Innovative Program Design Management Concepts is a premier provider of innovative and expertly designed development programs which span from three months to two years. Leveraging our expertise in leadership, management, and a variety of professional skills areas, along with our expertise in designing interactive and engaging learning experiences, we utilize a wide range of learning methods to develop people, including: Professional conferences for career track professionals Large-scale asynchronous, online training for any topic area 360 degree and multi-rater assessments, including custom competency assessments Executive, leadership, and peer coaching and mentoring Certificate programs When we work with you, we develop a genuine partnership based on trust and mutual respect. Working within the context of your organization s mission and understanding how the development program contributes to it is paramount to ensuring we meet the needs of your organization and its workforce. For more information on how we can build a development program to meet your organization s needs, please call us at Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 47

50 Designed to Your Unique Specifications Together we can select from a wide range of development tools (represented as icons in the model below) to create the perfect program for your organization. Programs like these are: Designed to build upon each learning experience, continually and progressively deepening participants knowledge and skills Grounded in organization-specific examples and experiences so that it connects to participants experiences Steeped in knowledge and skill development through assessments, feedback, self-directed learning, and learning experiences in classes Perfect for cohort groups who want to maximize networking, peer-to-peer learning, and cohort-focused assignments such as action learning or project teams Customizing a Development Program Delivered How and Where You Want It You have needs to support employee development throughout the country, and we have resources throughout the country equipped to successfully deliver multiple programs concurrently. You can either send your staff to a location of your choosing to experience the program together (Figure A) or we can bring the program to your field organizations (Figure B). For a geographically dispersed organization, we: Provide geographic delivery of the same development program, reducing travel costs yet, providing much needed development for field-based employees Ensure the same successful administration and logistics in each location, providing confidence that things run smoothly behind the scenes Offer conference services to assure you get the best rates for those who must travel Working with You Throughout the Country A 360º Assessment Leadership Training Online Training Online Toolkit B Coaching & Mentoring Self Assessment Group Presentations Networking Reading Assignment Certificate Programs Job Rotation Field Assignment Special Projects Continuous Learning Peer-to-Peer Learning Action Learning 48 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

51 Coaching Services Are you Looking to Enhance and Develop Capabilities of Your Leaders? For organizations looking to deepen their talent pool of leaders, coaching is a proven learning and development method that helps employees at all levels contribute to and meet organizational goals. Coaching provides rich opportunities to engage in discovery and learning in order to personally and professionally prepare for changing leadership roles and environments. Management Concepts offers a wide variety of coaching services, including: Executive coaching Leadership coaching Team and peer-to-peer coaching Performance-focused coaching Training to develop coaching skills We approach coaching as a formal engagement that consists of a series of interactive, confidential sessions designed to stimulate personal growth and improve performance. Through interaction with a qualified coach, individuals (and teams) become more self-aware and increase their capability to take more effective, performance-focused actions. Through our coaching experiences, coupled with repeated practice and feedback, we are confident that individuals and teams will uncover new ways of thinking and behaving to unleash potential. Coaching is also an excellent way to augment leadership development programs, 360-degree assessments, and organizational change efforts. Each of these opportunities can be greatly impacted when supported by coaching. Our Proven Process for Success Facilitate a Coaching Demo Conduct a Matching Session Identify Targeted Goals Support Ongoing Coaching Track Progress and Results Develop an Ongoing Plan Our coaches will lead a demo for you and your potential coachees to see coaching in action. This helps participants feel more comfortable with the process. Coaches and coachees meet each other, learn about each others backgrounds, preferences, goals, then a best fit coach is selected. Targeted development goals are identified at the beginning of the engagement to ensure progress is made and measured as appropriate. Coachee s goals are met in real-time through a flexible and highly individualized schedule. Sessions are often bi-weekly lasting one hour. Through resultsoriented talks, our coaches work with their coachees to help them assess their plans and activities from multiple perspectives. A development plan for continual learning is developed jointly for coachees to stay motivated to learn, grow, and develop their leadership skills and abilities. Develop Coaching Skills Coaching has become a core learning and development method utilized by supervisors and managers in order to be successful in today s organizations. Beyond providing coaching services, Management Concepts can help train your employees to be more effective coaches. We offer a course based on our publication, Anytime Coaching: Unleashing Employee Performance. This highly practical, interactive course can be brought onsite to your organization in order to foster organizational coaching capabilities. On page 28, you can find more information on this course, and on page 54, you can find more information on the book. Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 49

52 Mentoring Programs Does your organization struggle with sharing information across generations? Do you feel as though new employees do not understand the organizational landscape? Are you seeking ways to transfer institutional knowledge from seasoned employees to those with less experience? If the answer to any of these questions is yes, then our Mentoring Programs can help meet your needs. The Importance of Mentoring in Today s Organizations Today s workplace is built on a knowledge economy. Knowledge and expertise, and the application of each, is the currency individuals bring to the workplace. Many organizations have struggled with how to share knowledge and expertise in a way that fosters connections, collaboration, and future-oriented outcomes and results. Mentoring is a critical component of helping transfer knowledge between individuals and within organizations. The following scenarios can create the need for strong mentoring programs: Leadership and management development programs Intern development programs New supervisors in the workforce Wide gaps in technical expertise Generational differences in the workplace While mentoring can be informal, ensuring that knowledge is shared and applied is anything but. Leaders and managers should consider the effectiveness of their mentoring programs, formal or informal, and ask, Am I getting the most I can out of this program? For most organizations, the answer is No. Our Approach to Creating an Effective Mentoring Program Management Concepts utilizes its long history of achieving individual, group, and organizational results when supporting a client through an effective mentoring program. Best Practices in Facilitating Learning. At the core of mentoring is the ability to create awareness and understanding of others. As learning and development professionals, our work is all about fostering learning and development. When partnering with a client to establish a mentoring program, we employ our expertise in adult learning, workplace performance, and organizational development to support our clients as they create and facilitate effective learning. Strong Program Management Support. As a supplier and developer of enterprise-wide learning and development programs, we leverage our expertise in program and project management when supporting a client s mentoring program. When partnering with a client, we role-model effective program management while supporting organization-wide implementation of a mentoring program. Complementary Learning Experiences. We offer training for both mentors and mentees to better understand what mentoring is, how to set up an effective mentoring relationship, and how to track and monitor results. Our mentoring training is interactive and engaging while providing participants with practical approaches and tools that can be used while mentoring. Mentors and mentees receive a practical, hands-on toolkit as part of the training. To learn more about how Management Concepts can support you and your Mentoring Program, please call us at Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

53 Assessment Services Successful organizations take time to plan for and assess organizational, group, and individual development and performance. The purpose of these assessments is to better understand the current factors that influence or derail the performance of the organization, group, or individual, and then support capability development to enhance performance. Assessments provide significant insights into an organization s culture, performance, and developmental needs by assessing the current state, defining the ideal state, and then identifying the gaps between the two. Management Concepts offers a variety of different assessments that can be used as stand-alone assessments or in combination with other assessments. Types of Assessments We can support your organization s needs with the following types of assessments: Organization culture assessments evaluate your current culture as compared to your ideal culture 360-Degree assessments take a holistic, 360-degree perspective on individual and group performance Customized competency gap assessments illustrate strengths and gaps in employee competency Training needs assessments identify training and development needs for your organization so that you can plan future learning and development efforts Individual and team assessments include preferences, styles, approaches, and their implications for individual and group success Customized surveys and assessments to identify specific and unique organizational issues Given the wide range of assessments available, it is important to select the most appropriate type of assessment, or combination of assessments, to meet your specific individual, group, or organizational needs. As your committed partner, Management Concepts will: Help you understand assessments and how they can benefit your organization Help you select the best assessment tool(s) for your organization s development needs and your desired outcomes Administer the assessment in accordance with industry best practices Prepare individuals, groups, and organizational leaders to understand and utilize assessment results Work with individuals or groups through consulting or coaching to create action plans for the learning, growth, and changes they desire to make Management Concepts can also bring an assessment workshop to your location! Our 360-Degree Assessment Workshop and Emotional Intelligence 360-Degree Assessment Workshop include a program orientation, online survey administration, a feedback results session, and a telephone coaching session. Call for more details. Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 51

54 Facilitation Services Whether your need is to develop and agree upon a solution to a project issue or to create a realistic plan to address an emerging team situation, with Management Concepts Facilitation Services, you will experience a timetested, easy-to-apply facilitation process to help you achieve your group s goals. Our facilitation process ensures you clearly define the work of the group, manage how the work of the group is accomplished, and carefully plan next steps to put the work of the group into practice. Our Facilitators Are Leaders in Their Field We understand the importance of giving attention to group dynamics and processes. Our facilitators help create an environment in which individuals can engage in dialogue and experience new learning, and resolve issues that arise during the group process. They also serve as role models for individuals participating in a groupfacilitated session. When groups work with our facilitators, they learn an effective facilitation process while seeing first-hand how specific tools and techniques contribute to the success of a group-facilitated session. Learning and focused action is at the heart of our groupfacilitated sessions. DEFINE MANAGE EXECUTE THE GROUP WORK HOW GROUP WORK IS DONE THE GROUP WORK Create Shared Expectations Agree on Structure Clarify Roles Identify Success Criteria Prepare BEFORE Get Started TAS K S Set Goals GROUP FEELINGS Gather Information Focus Discussions BEHAVIORS DURING Plan Actions DYNAMICS Wrap Up Collect Feedback Reflect on Outcomes Finalize Documentation AFTER If You Have a Need to: Improve Team Problem Solving The issues organizations face are increasingly complex. Not only do leaders and managers need strong problem solving skills, but frequently employees at all levels also play a part in solving a variety of organizational challenges. Our facilitators are skilled in helping teams assess their current approaches and uncovering new ways for your team to understand and solve organizational problems. Thrive During Change As the pace of change continues to accelerate in organizations, teams must be more flexible and adaptable to thrive in new conditions or respond to new requirements. Our facilitators identify practices that help teams build the perspective and communication strategies needed to carry out and maintain momentum during change efforts. Increase Team Collaboration More and more organizational projects and initiatives require team collaboration for success. Our facilitators are skilled at creating the conditions that allow team transformations to occur. They focus on helping teams develop a spirit of collaboration, support, and encouragement through generating an understanding of the behavioral styles of individuals, exploring and overcoming workplace challenges, and agreeing on a team performance contract for the future. Foster More Open Team Communication It is very hard to produce desired results when team members do not openly communicate. Our facilitators surface group dynamics that may be affecting your success. By creating a safe and trusting environment, the expert facilitator will help team members share their thoughts and feelings, engage others in responsible and effective ways, and practice ways to enhance open team communication. Please also see page 39 to learn about our course, Group Facilitation. 52 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

55 Credits and Professional Certification Training Many of the courses presented in this catalog are designed to meet the standards and requirements of the leading industry organizations detailed below. Students seeking to earn credentials or recognition from these organizations, such as continuing education credit and professional certification, can select from a broad array of offerings to further their professional development. Continuing Education National ASSOCIATION of STATE BOARDS of ACCOUNTANCY (NASBA) CPE Credit Many of Management Concepts courses meet the professional certification and continuing education requirements for students seeking Continuing Professional Education (CPE) credits. NASBA CPE credit information is detailed on the individual pages of courses meeting these requirements. Management Concepts is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors through its website ProjECT MANAGEMENT INSTITUTE (PMI ) CERTIFICATIONS Project Management Institute (PMI ) is the leading non-profit professional association in project management, establishing standards and providing professional certification highly sought after by today s competitive organizations. Management Concepts students receive Professional Development Units (PDUs), as required by PMI, to obtain the Certified Associate in Project Management (CAPM ) or Project Management Professional (PMP ) certification and re-certification. You are required to verify at least 23 contact hours of specific instruction addressing learning objectives in project management to apply for CAPM certification and 35 contact hours to apply for PMP certification. As a PMI Charter Global Registered Education Provider (REP), select Management Concepts courses satisfy this requirement. PMP, CAPM, PMBOK, and the PMI Registered Education Provider logo are registered marks of the Project Management Institute, Inc. Prerequisites and/or advance preparation, if applicable, are identified in the individual course descriptions. Student complaints will be handled in accordance with our Satisfaction Guarantee (see page 56). Professional Certification HR Certification Institute (HRCI) Credit The HR Certification Institute (HRCI), established in 1976, is an internationally recognized certifying organization for the human resource profession. Today, more than 120,000 HR professionals worldwide proudly maintain the HR Certification Institute s credentials as a mark of high professional distinction. The HR Certification Institute is a global leader in developing rigorous exams to demonstrate mastery and real-world application of forward-thinking HR practices, policies, and principles. Management Concepts, in collaboration with the Society for Human Resource Management, offer courses where participants are eligible to earn recertification hours to maintain credentials. The use of this seal is not an endorsement by the HR Certification Institute of the quality of the program. It means that this program has met the HR Certification Institute s criteria to be pre-approved for recertification credit. Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 53

56 Publications from Management Concepts Press The Practical Leader Series Offering a roadmap to achieving leadership effectiveness in today s complex world, each book in this series explores a different essential element of successful leadership. This series provides insightful, real-world perspectives, as well as practical tools and techniques to help readers maximize their potential personally and professionally. BONUS! Each book comes with a CD-ROM offering additional tools, techniques, exercises, and other resources to help readers become effective leaders. The Cornerstones of Engaging Leadership Casey Wilson The Cornerstones of Engaging Leadership connects what we know about engagement on an organizational level to what an individual leader can do to increase engagement. Using real-world examples, author Casey Wilson reveals the key actions leaders must take to connect with and engage others build trust, leverage unique motivators, manage performance from a people-centric perspective, and engage emotions. By committing to these four cornerstones of engaging leadership, leaders can unleash the potential of others and inspire effective performance. 2008, 7"x10" softcover with CD- ROM, 151 pages, ISBN , Product Code B186, $32 The Five Commitments of a Leader Mark Leheney In The Five Commitments of a Leader, author Mark Leheney presents a revealing way to examine leadership through the commitments a leader makes (or fails to make). He focuses on five commitments a leader must make to be effective commitments to the self, people, the organization, the truth, and leadership. Leheney challenges leaders to understand stated versus actual commitments, and through self-assessment and practice tools, he encourages leaders to ask themselves accountability-creating questions. 2008, 7"x10" softcover with CD- ROM, 160 pages, ISBN , Product Code B193, $32 Get a discount when you buy the series! 2009, three 7 x 10 softcover books with accompanying CD-ROMS, ISBN: , Product Code B599, $80 Look for this symbol on publications now available for your e-reader from Management Concepts Press Anytime Coaching: Unleashing Employee Performance Teresa Wedding Kloster and Wendy Sherwin Swire Anytime Coaching: Unleashing Employee Performance is a hands-on guide to putting coaching to use at any time. Real-life stories, practical tips and techniques, and the Anytime Coaching model will equip managers (from firsttime supervisors to senior executives) with a set of coaching tools they can use immediately to transform the way they work with employees and colleagues unleashing their best thinking and developing their overall competence. Whether you lead a temporary, crossfunctional team on a short-term project or formally manage large groups of people on a daily basis, Anytime Coaching will help you improve performance and achieve results. 2009, 7"x10" softcover with CD- ROM, 186 pages, ISBN , Product Code B377, $32 The Insider s Guide to Supervising Government Employees Kathryn M. Johnson, Editor In today s government work environment, supervision is often described as the single most important function in organizations. Supervisors are the crucial link between the strategy of management and the execution of daily work. Through stories and vignettes, the contributors to this book who have a broad range of supervisory experiences share their lessons and perspectives in an engaging, hands-on manner. Government managers, team leaders, and current, prospective, and new supervisors will develop and sharpen their supervisory skills and in the process create high-performance workplace cultures. 2011, 6" x 9" softcover, 166 pages, ISBN , Product Code 268, $29 Project Team Dynamics: Enhancing Performance, Improving Results Lisa DiTullio This effective book clearly outlines methods for developing the team and creating the framework to deal with the inevitable difficulties that any team encounters. To keep the team operating at an optimal level, DiTullio also gives practical advice to move the team toward solutions, share information, and hold productive meetings. With examples drawn from contemporary project management, DiTullio shows the effectiveness of her straightforward approach and the associated risks of not building a strong team culture. 2010, 6" x 9" softcover, 179 pages, ISBN , Product Code B902, $32 Order by phone at or online at Please use promotion code LC0913 when ordering. Prices are subject to change without notice. Please visit our website for the most current information. 54 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

57 Critical Topics for Successful Government Managers The Government Manager s Essential Library Government managers, unlike those in the commercial world, must have a working knowledge of a wide variety of areas in addition to their mission-specific duties and tasks. From team building and communication skills to understanding basic government contracting and appropriations law, the government manager must be familiar with a range of topics to succeed in the federal arena. No single person can have expertise in all areas. No one resource could cover all the key information until now. The Government Manager s Essential Library brings the whole spectrum of essential knowledge to you. This library is a set of practical and concise references, each covering a specific subject that every government manager deals with on a daily basis, and together containing all the need to know elements for good government management. Each volume presents an overview of its topic and specifics that will allow you to grasp and employ each concept in your work. These references will give you the information you need to carry out your responsibilities with a broad understanding of the government context. Start your library of essential information with these first three volumes. We will contact you as new titles become available so you can build a complete library. The Government Manager s Guide to Appropriations Law William G. Arnold This guide offers sound and easy-to-apply advice to help government managers deal with appropriated funds properly and legally. It follows the organization of the Redbook, the Government Accountability Office s 2,000+ page Principles of Federal Appropriations Law. Government purchase card holders and approvers will find this book especially helpful in understanding the common risks that arise and how to avoid violating the myriad rules and regulations involved. 2013, 7 x10, approx. 150 pages, ISBN , Product Code: B029, $36 Order online: Order by phone: The Government Manager s Guide to Source Selection Charles D. Solloway Jr. To be effective, every government manager must have a working knowledge of the source selection process. Even the most carefully crafted contract cannot repair the adverse mission impact of making a poor source selection decision. This accessible guide provides the framework you need. Its practical approach and concise presentation make it the go to resource on source selection for busy government managers. 2013, 7 x 10, 189 pages ISBN , Product Code: B012, $36 The Government Manager s Guide to Contract Negotiation LeGette McIntyre Federal managers often find themselves at the negotiating table, charged with reaching a solid, fair deal for their agency. Now, you can gain a competitive edge in even the most difficult negotiations with time-tested, effective tactics from a noted authority on federal negotiations. This guide will help you understand the negotiation process, plan for it, develop strategies and tactics, anticipate and counter the other side s strategies and tactics, and conclude and document the negotiation. Concise, accessible, and authoritative, this book offers a veritable arsenal of winning strategies that you and your team can use in your next negotiation. 2013, 7 x10, 122 pages ISBN , Product Code: B128, $36 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 55

58 Registration Information for Open Enrollment Classes Enrolling in a Class To enroll in a class, you must sign up for the class and either pay the class tuition or submit fully executed payment paperwork prior to the class start date. See the Payment section below for more details. If you do not have tuition payment or payment information at the time you desire to enroll, we will place you in a reservation status until payment or fully executed payment paperwork is received. Reserved seats are not guaranteed and may be forfeited at any time prior to receipt of payment or payment paperwork. Class sizes are limited, so we recommend enrolling early to guarantee a place in the class. How to Enroll online: RegisterforaClass phone: Fax: Mail: Management Concepts Attn: Open Enrollment Registration 8230 Leesburg Pike, Suite 800 Tysons Corner, VA Download the enrollment application at Payment Tuition payment or fully executed payment paperwork is preferred at the time you sign up for a class, but due no later than fourteen (14) calendar days prior to the start of the class. You will not be enrolled in a class until payment or executed payment paperwork is received. Instead, you will be placed in a reservation status for the class. To enroll in a class less than fourteen (14) calendar days prior to its start date, you must submit payment or fully executed payment paperwork upon signing up for the class. For online classes, tuition payment or fully executed and signed payment is required prior to access to the online class. Methods of payment include: Credit cards (VISA, MasterCard, and American Express) Checks, Money Orders, or Cashiers Checks Fully executed, authorized and signed Purchase Order (P.O.s) Fully executed, authorized and signed Government Training Form (e.g., SF 182, DD Form 1556) To avoid confirmation delays, please ensure that your registration number or invoice number accompanies your payment. Enrollment and Class Confirmation You will receive an enrollment acknowledgment via within three days of enrolling in a class. This does not mean the class will occur. You will receive a class confirmation via up to 3 weeks prior to the class start date confirming that the class will be held. Nonrefundable travel reservations should not be made before receiving class confirmation. Accommodations and meals are not included in the tuition fee. If the class is full, or has been rescheduled, notification of the change in class status will be sent. Student substitutions are permitted at any time up to the start of the class. Student Cancellations Fourteen (14) calendar days, or more, prior to the class start date. There is no penalty for cancelling an enrollment fourteen (14) calendar days, or more, prior to the class start date. Thirteen (13) calendar days, or less, prior to the class start date. For employer-sponsored training, full payment is due if an enrollment is canceled thirteen (13) calendar days, or less, prior to the class start date. No credits, transfers, or refunds will be made. Complete Open Enrollment Terms & Conditions Visit TermsandConditions for the most up-to-date terms and conditions. Open Enrollment Group Discounts Organizations save money when sending a group of students to the same open enrollment class offered in this catalog. When five to nine students from your organization attend the same class, you can take a 5% discount off the course price. Send ten or more and receive a 10% discount. Accommodations Accommodations and meals are not included in the tuition fee. Visit for travel recommendations. Satisfaction Guarantee Management Concepts offers a money-back guarantee on every open enrollment course. We simply ask that you explain why you are dissatisfied in writing so we can improve. We will refund 100% of your tuition or apply the amount to another class. Concerns should be sent to: Management Concepts, Attention: Customer Care, 8230 Leesburg Pike, Tysons Corner, VA 22182, Phone: , customercare@managementconcepts.com For students attending open enrollment classes at Management Concepts Tysons Corner, VA training facility, concerns or dissatisfaction regarding a Management Concepts class may also be sent to the State Council of Higher Education for Virginia (SCHEV) at the address below in the event you believe Management Concepts has not fully resolved your concern or dissatisfaction. SCHEV, 101 N. 14th Street, James Monroe Building, Richmond, VA 23219, Phone: , Fax: , communications@schev.edu GSA Contracts Eligible buyers may purchase certain Management Concepts products and services under the company s GSA Multiple Award Schedule (MAS) 874 Contract #GS-02F- 0010J. Buyers should indicate that their purchase is being made under the company s MAS contract at the time they place their order. In addition, their order should include the company s MAS contract number. Please contact us with any questions about the ordering procedure at Location Our classes are conveniently accessible by Metro. Tuition fees, course titles, course schedules, and terms and conditions are subject to change without notice. Visit our website for the most current information: 56 Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts

59 Alphabetical Listing of Courses a Advanced Leadership Skills and Techniques Analytics Boot Camp Analytics Capstone Anytime Coaching B Breakthrough Problem Solving Briefing and Presentation Skills Building and Sustaining Teams Business Writing C Collaboration and Knowledge Sharing Communicating Strategically Creativity and Innovation Critical Thinking for Problem Solving Customer Service Skills and Techniques D Data Analysis and Modeling Techniques Data Collection Techniques Decision Making E Effective Supervision: HR Essentials Emotional Intelligence 360-Degree Assessment Workshop...Call for info. Emotionally Intelligent Leadership...Call for info. Engaging Leadership Establishing a Mentoring Relationship Evaluating and Presenting Analysis Results F From Strategic Plans to Tactical Execution From Tactical to Strategic Thinking G Grammar Refresher Group Facilitation I Influencing Skills Interpersonal Skills: Developing Effective Relationships L Leadership and Management Skills for Non-Managers Leadership Skills and Techniques Leading Cultural Transformation Leading the Human Side of Change M Managing Change Managing a Virtual Team Mastering Employee Performance Conversations N Negotiation Skills P Principles of Analytics Professional Government Supervisor Program R Resolving Conflict S Strategic Planning and Performance Measurement T 360-Degree Assessment Workshop...Call for info. W Working on Virtual Teams Writing Effective Individual Development Plans (IDPs) Additional Programs and Services Assessment Services Coaching Services Custom Development Programs Facilitation Services Mentoring Programs Publications from Management Concepts Press Copyright 2013 by Management Concepts. Trademarks: Management Concepts logo, and related trade dress including design of this catalog are trademarks of Management Concepts and may not be used without permission. Intellectual Property Policy: By registering for or otherwise ordering a Management Concepts course, you acknowledge that Management Concepts training materials are protected by U.S. and international copyright laws. In addition, you agree not to use the company s training materials, including but not limited to the concepts and ideas expressed in the training, to create a competing product/service. Complete Terms & Conditions: For complete terms and conditions affecting students, please visit our Customer Service Center section on our website: Management Concepts does not permit audio or videotaping of courses. Printed content subject to change. For most up-to-date content, tuition & schedule, visit: Call Management Concepts 57

60 How will you lead when... Times are turbulent? Budgets are uncertain? Processes no longer work? Things feel unmanageable? The organization is dysfunctional? Leesburg Pike Tysons Corner, VA The Answer is Coming... Discover the future of leadership at LC0913