Conflict Resolution Training: Getting Along in the Workplace

Select Your Learning Style

Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

What Will Participants Learn?

What conflict is and how it can escalate.
The types of conflict and the stages of conflict.
The five most common conflict resolution styles and when to use them.
How to increase positive information flow through non-verbal and verbal communication skills.
Effective techniques for intervention strategies.
Ways to manage conflicts to enhance productivity and performance.

What Topics are Covered?

Defining conflict and types of conflict
Spontaneous and reflective action
The Johari window
Stages of conflict
Conflict resolution style questionnaire
The role of communication in conflict resolution (including information on active listening, paraphrasing, asking questions, and body language)
The conflict/opportunity test
Conflict and its resolution
Helping others through conflict

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

Learn more about Conflict Resolution Training in the pdf below

DOWNLOAD PDF

Request Training

Conflict Resolution Training: Dealing with Difficult People

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Success in dealing with conflict comes from understanding how we behave, as well as how we can influence others. If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this course, you will learn how to turn difficult situations into opportunities for growth.

What Will Participants Learn?

Recognize how your own attitudes and actions impact others.
Find new and effective techniques for dealing with difficult people.
Learn some techniques for managing and dealing with anger.
Develop coping strategies for dealing with difficult people and difficult situations.

What Topics are Covered?

Conflict as communication
Benefits of confrontation
Preventing problems
Getting focused
Dealing with anger (yours and others)
Dealing with problems
The three step conflict resolution model
Changing yourself
Why don’t people do what they are supposed to?
De-stress options to use when things get ugly

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

Learn more about Conflict Resolution Training in the pdf below

DOWNLOAD PDF

Request Training

Conducting Effective Performance Reviews Training

Select Your Learning Style

Facilitator-led 3 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Performance reviews are an essential component of employee development. The performance review meeting is an important aspect of career planning, and the outcomes of the meeting should be known to the employee and supervisor before the meeting actually takes place. Remember what the German philosopher Goethe said: “Treat people as if they were what they ought to be and you help them become what they are capable of being.” Setting goals and objectives to aim for will give both supervisors and employees a focus, and is one of the key aspects to meeting overall company objectives. Supervisors must also learn how to give feedback, both positive and negative, on a regular and timely basis so that employees can grow and develop. Performance appraisals involve all these activities.

What Will Participants Learn?

The importance of having a performance review process for employees.
How to work with employees to set performance standards and goals.
Skills in observing, giving feedback, listening, and asking questions.
An effective interview process and have the opportunity to practice the process in a supportive atmosphere.
How to make the performance review legally defensible.

What Topics are Covered?

Common errors and solutions
Types of performance reviews
The performance management process
Setting standards and goals
Creating a performance development plan
Feedback and communication skills
Accepting criticism
Appraisal preparation
Planning and conducting the interview
Coaching and maintaining performance
Terminating an employee
Performance management checklists

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

Learn more about Conducting Effective Performance Reviews Training in the pdf below

DOWNLOAD PDF

Request Training

Change Management Training: Change & How to Deal With It

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Change is something that excites people who love opportunities for growth, to see and learn about new things, or who like to shift the status quo. Some changes, however, are harder to adjust to and lead to expressions of resistance and anger. We can take concrete steps to make change more palatable by understanding people’s hesitation, enlisting the help of others, setting up plans, and managing stressors. These steps can also ensure that desired changes are implemented successfully.

In this course, you will learn how to manage and cope with change and how to help those around you too.

What Will Participants Learn?

Accept there are no normal or abnormal ways of reacting to change, but that we must start from where we are.
See change not as something to be feared and resisted but as an essential element of the world to be accepted.
Understand that adapting to change is not technical but attitudinal. Change is not an intellectual issue but one that strikes at who you are.
Recognize that before we can embrace the way things will be, we may go through a process of grieving, and of letting go of the way things used to be.
See change as an opportunity for self-motivation and innovation.
Identify strategies for helping change be accepted and implemented in the workplace.

What Topics are Covered?

What is change?
The change cycle
The human reaction to change
The pace of change
The four room apartment
Dealing with resistance
Adapting to change
Strategies for dealing with anger
Managing stress

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

Learn more about Change Management Training in the pdf below

DOWNLOAD PDF

Request Training

Branding Training: Creating Your Brand

Select Your Learning Style

Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Your brand is the vehicle that propels your product or service into your customer’s lives, and into their hearts. A good brand is much more than an attractive image combined with some witty type. Your brand must reflect the heart and soul of your product, and offer a promise that you can live up to. This course will get you started on the road to creating a perfect brand.

What Will Participants Learn?

Define what a brand is and what branding is about
Define various types of brand architecture and brand extension
Identify your brand’s products, its features, and their values
Write a mission, vision, and style statement for a brand
Describe the basics of positioning a brand
Understand the basics of creating a visual identity, including a brand name, slogan, and logo
Help your employees live the brand by empowering them to be ambassadors and creating strong brand touchpoints
Effectively plan an internal and external brand launch
Monitor and evaluate your brand, and understand how to respond to the results

What Topics are Covered?

Defining branding
Creating a mission and vision
Positioning your brand and developing your style
Developing a brand name and slogan
Creating a visual identity
Living your brand and connecting with customers
Launching your brand
Taking your brand’s pulse
Measuring brand health with a balanced scorecard, SWOT analysis, and Middleton’s brand matrix
Interpreting evaluation results

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

Learn more about Branding Training in the pdf below.

DOWNLOAD PDF

Request Training

Business Succession Planning Training: Developing and Maintaining a Succession Plan

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Change is a hallmark of today’s business world. In particular, our workforce is constantly changing – people come and go, and move into new roles within the company. Succession planning can help you make the most of that change by ensuring that when someone leaves, there is someone new to take their place. This course will teach you the basics about creating and maintaining a succession plan.

What Will Participants Learn?

Demonstrate an understanding of the value of succession planning for successful businesses.
Demonstrate expertise with the key elements of a succession plan.
Create and discuss aspects of a succession plan.
Discuss the elements of a succession plan in terms of roles, responsibility, function, scope, and evaluation.

What Topics are Covered?

A need for succession planning
Defining a succession plan
Identifying resources and analyzing risks
Defining roles, responsibilities, and functions
Gathering information and forecasting needs
Putting the plan together
Putting the plan into action
Evaluating and reviewing the plan
Your action plan

What’s Included?

Instruction by an experienced Facilitator
Interactive class environment
Specialized manual and course materials
Personalized certificate of completion

Learn more about Business Succession Planning Training in the pdf below

DOWNLOAD PDF

Request Training

Business Ethics for the Office Training

Select Your Learning Style

Facilitator-led 2 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another. This program will not provide you with an easy way to solve every ethical decision you will ever have to make. It will, however, help you define your ethical framework to make solving those ethical dilemmas easier. We’ll also look at some tools that you can use when you’re faced with an ethical decision. And, we’ll look at some techniques you can use so you don’t get stuck in an ethical quandary. Best of all, we’ll look at a lot of case studies so that you can practice making decisions in a safe environment.

What Will Participants Learn?

Understand the difference between ethics and morals
Understand the value of ethics
Identify some of your values and moral principles
Be familiar with some philosophical approaches to ethical decisions
Identify some ways to improve ethics in your office
Know what is required to start developing an office code of ethics
Know some ways to avoid ethical dilemmas
Have some tools to help you make better decisions
Be familiar with some common ethical dilemmas

What Topics are Covered?

What are ethics? Why bother with ethics?
Taking your moral temperature
Kohlberg’s six stages
Philosophical approaches
Avoiding ethical dilemmas
Pitfalls and excuses
Developing an office code of ethics
22 keys to an ethical office
Decision making tools
Handling dilemmas with company policy, co-workers, clients, and supervisors
What to do when you make a mistake

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

Learn more about Business Ethics for the Office Training in the pdf below

DOWNLOAD PDF

Request Training

Building Better Teams Training

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Teams are an important building block of successful organizations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the basic unit that supports most organizations.

With teams at the core of corporate strategy, your success as an organization can often depend on how well you and other team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to do its best? Do you work well together? This course can help you get there!

What Will Participants Learn?

The value of working as a team
How to develop team norms, ground rules, and team contracts
Their team player style and how it can be used effectively
Ways to build team trust
The stages of team development and how to help a team move through them
The critical role communication skills will play in building and maintaining a team atmosphere
Ways that team members can be involved and grow in a team setting

What Topics are Covered?

Defining teams
Establishing team norms
Working as a team
Your team player type
Building team trust
The stages of team development
Team building with TORI
Communication
Becoming a good team player

What’s Included in Your Learning Style?

Self-paced eLearning OR
Interactive class environment – Facilitator-led
Specialized course materials and resources
Personalized certificate of completion

Learn more about Building Better Teams Training in the pdf below.

DOWNLOAD PDF

Request Training

Anger Management Training: Understanding Anger

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You don’t have to be a psychologist to know that managing anger productively is something few individuals, organizations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who don’t. The co-worker who can productively confront his team mate about his negative attitude increases his team’s chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This course is designed to help give you and your organization that edge.

What Will Participants Learn?

Recognize how anger affects your body, your mind, and your behaviour.
Use the five-step method to break old patterns and replace them with a model for assertive anger.
Use an anger log to identify your hot buttons and triggers.
Control your own emotions when faced with other peoples’ anger.
Identify ways to help other people safely manage some of their repressed or expressed anger.
Communicate with others in a constructive, assertive manner.

What Topics are Covered?

What is anger?
Costs and pay-offs
Using an anger log
The anger process
How does anger affect our thinking?
Understanding behavior types
Managing anger
Communication tips and tricks