Self-Study Online Courses

Participants will gain a fundamental understanding of MS Access environment and basic database principles. Participants will learn about the correct use of key features and how to create and maintain tables, relationships, forms, reports, and queries.

Objectives: 1) Create and modify databases; 2) Manage relationships and keys; 3) Navigate through a database; 4) Protect and maintain databases; 5) Print and export data; 6) Create and manage tables; 7) Manage records in tables; 8) Create and modify fields; 9) Create a query; 10) Modify a query; and 11) Create calculated fields and grouping within queries.

Outline: 1) Create and Manage a Database; 2) Build Tables; 3) Create Queries; 4) Create Forms; and 5) Create Reports.

A well run office reduces miscommunications and helps to eliminate common errors. By making the administrative office a priority, you will establish clear policies and procedures with employee understanding and buy-in, which ensures that your work environment runs smoothly. Participants will understand how an administrative office procedure binder demonstrates professionalism and efficiency in an organization or office setting. It is also a marvelous instrument for quick reference and utilization. Strategies and procedures are a vital connection between the company's vision and its everyday operations.

Objectives: 1) Organize a binder; 2) Develop procedures; 3) Prepare checklists; 4) Understand succession planning; and 5) Collect the correct tools.

Outline: 1) Why Your Office Needs Adminstrative Procedures; 2) Gathering the Right Tools; 3) Identiyfing Procedures to Include; 4) Top Five Procedures to Record; 5) What to Include in Your Binder; 6) Organizing Your Binder; 7) What Not to Include in the Procedure Guide; 8) Share Office Procedure Guide; and 9) Successfully Executing the Guide.

Administrative assistants keep organizations running smoothly and efficiently. This course provides new administrative assistants with skills that will make them that person that the office can't live without. And experienced administrative assistants will learn new skills that will make them even more efficient and valuable than ever. Participants will learn core skills that will help them use their resources efficiently, manage their time wisely, communicate effectively, and better collaborate with others.

Objectives: 1) Getting Organized; 2) Manage their time more effectively; 3) Prioritize their time so they can get it all done; 4) Complete Special Tasks; 5) Verbal Communication Skills; 6) Non-Verbal Communication Skills; 7) Empowering Yourself; 8) Deal better with their managers; and 9) Taking Care of Yourself is a priority.

Outline: 1) Getting Organized; 2) Managing Time; 3) Getting It All Done On Time; 4) Special Tasks; 5) Verbal Communication Skills; 6) Non-Verbal Communication Skills; 7) Empowering Yourself; 8) The Team of Two; and 9) Taking Care of Yourself.

Bloom’s Taxonomy is not just for elementary school teachers. The three domains of the taxonomy apply to adult education as well. This course focuses on the cognitive domain. This is the domain of knowledge and intellect, and it is the main focus of most educators. Participants will discover the specifics of how the cognitive domain increases intellectual capability.

Objectives: 1) Understand Bloom’s Taxonomy; 2) Explain the cognitive domain; 3) Explore the two cognitive domains; 4) Explain types of knowledge; and 5) Identify training in the cognitive domain.

Outline: 1) Bloom’s Taxonomy; 2) Knowledge; 3) Comprehension; 4) Application; 5) Analysis; 6) Synthesis; 7) Evaluation; 8) Updated Version; 9) Types of Knowledge; and 10) Training.

Bloom’s Taxonomy is not just for elementary school teachers. The three domains of the taxonomy apply to adult education as well. This course focuses on the psychomotor domain. This is the domain of action and physicality. It is important to remember that psychomotor works together with the other domains when implementing it. Participants will discover how to better navigate their physical environment. The understanding and coordination of physical skills provides an incredible benefit to everyone.

Objectives: 1) Understand Bloom’s Taxonomy; 2) Explain the psychomotor domain; 3) Explore the different psychomotor taxonomies; 4) Explain ways to implement training in the psychomotor domain; and 5) Identify psychomotor activities.

Outline: 1) Bloom’s Taxonomy; 2) Observation; 3) Imitation; 4) Manipulation; 5) Precision; 6) Articulation; 7) Naturalization; 8) Versions of Psychomotor Domain; 9) Psychomotor Measurements; and 10) Skills to Consider when Planning.

Controlling and limiting anger is important in every aspect of one's life. Without control you are putting limits on what you can accomplish in your personal and professional life. Anger can be an incredibly damaging force, costing people their jobs, personal relationships, and even their lives when it gets out of hand. However, since everyone experiences anger, it is important to have constructive approaches to manage it effectively. This course will help participants learn how to identify their anger triggers and what to do when they get angry.

Objectives: 1) Understand anger dynamics in terms of the anger cycle and the fight and flight theory; 2) Know common anger myths and their factual refutations; 3) Know the helpful and unhelpful ways of dealing with anger; 4) Understand the difference between objective and subjective language; 5) Know tips in identifying the problem; 6) Express a feeling or position using I-messages; 7) Negotiation and solution-building; 8) Reflect on one’s hot buttons and personal anger dynamics; and 9) Learn and practice de-escalation techniques.

Outline: 1) Understanding Anger; 2) Do’s and Don’ts; 3) Gaining Control; 4) Separate the People from the Problem; 5) Working on the Problem; 6) Solving the Problem; 7) A Personal Plan; 8) The Triple A Approach; 9) Dealing with Angry People; and 10) Pulling It All Together.

Appreciative inquiry has potential to change an entire organization by changing the way employees think. Through positive questioning, employees will progress in a more positive direction. Recognizing the strengths and values of what works, as opposed to what's wrong, will transform the employees and organization. Appreciative inquiry is a shift from looking at problems and deficiencies to focusing on strengths and successes. It's a mechanism for organizational change that will strengthen relationships.

Objectives: 1) Know the meaning of appreciative inquiry; 2) Think in positive terms and avoid thinking negatively; 3) Encourage others to think positively; 4) Recognize positive attributes in people; 5) Create positive imagery; and 6) Manage and guide employees in a positive environment.

Outline: 1) Introducing Appreciative Inquiry; 2) Changing the Way You Think; 3) Four D Model; 4) Four I Model; 5) Appreciative Inquiry Interview Style; 6) Anticipatory Reality; 7) The Power of Positive Imagery; 8) Influencing Change Through Appreciative Inquiry; 9) Coaching and Managing With Appreciative Inquiry; and 10) Creating a Positive Core.

Records are in every organization. From purchasing receipts to tax documents to communications, they need to be identified and managed properly. The method of records management that a company uses should be tailored to fit the needs of the organization. There are, however, some basic concepts in most records management systems. Participants will discover the basic elements of records management programs and different ways to manage records.

Objectives: 1) Define records and archives; 2) Analyze records in context; 3) Classify records; 4) Understand different systems; and 5) Maintain and convert records.

Outline: 1) Understanding Records; 2) Management of Records; 3) Context; 4) Classification; 5) Paper-Based Systems; 6) Electronic Records; 7) Hybrid Systems; 8) Appraisals & Systems; and 9) Record Maintenance.

Self-confidence and assertiveness are two skills that are crucial for success in life. These skills will provide opportunities and benefits to participants in their professional and personal lives. This course provides participants with an understanding of what assertiveness and self-confidence each mean (in general and to them personally) and how to develop those feelings in their day-to-day lives.

Objectives: 1) Define assertiveness and self-confidence, and list the four styles of communication; 2) Describe the types of negative thinking, and how one can overcome negative thoughts; 2) Explain the difference between listening and hearing; 3) Define the importance of goal setting, and practice setting SMART goals for assertive behavior; 4) Utilize methodologies for understanding your worth -- and the use of positive self-talk; 5) List reasons why a pleasing appearance and body language are critical for creating a strong first impression; 6) Practice sending positive communications phrased as “I-Messages”; and 7) Practice strategies for gaining positive outcomes in difficult interpersonal situations.

Outline: 1) What Does Self-Confidence Mean To You?; 2) Obstacles to Our Goals; 3) Communication Skills; 4) The Importance of Goal Setting; 5) Feeling the Part; 6) Looking the Part; 7) Sounding the Part; 8) Powerful Presentations; 9) Coping Techniques; and 10) Dealing with Difficult Behavior.

Numbers! Numbers! Numbers! Wherever you go, you are bound to see them. On addresses, license plates, phones, prices, and of course, money! Numbers connect everyone. Essentially, the world revolves around numbers. Some enjoy working with numbers, while others may have a fear of them ... or even a phobia. Overcome that fear and learn to enjoy basic bookkeeping!

Objectives: 1) Understand basic accounting terminology; 2) Identify the differences between the cash and accrual accounting methods; 3) Keep track of your business by becoming familiar with accounts payable and accounts receivable; 4) Use a journal and general ledger to document business financials; 5) Utilize the balance sheet; 6) Identify different types of financial statements; 7) Uncover the reasons for and actually create a budget; and 8) Be familiar with internal and external auditing.

Outline: 1) Basic Terminology; 2) Accounting Methods; 3) Keeping Track of Your Business; 4) Understanding the Balance Sheet; 5) Other Financial Statements; 6) Payroll Accounting / Terminology; 7) End of Period Procedures; 8) Financial Planning, Budgeting and Control; and 9) Auditing.

Becoming a more likeable boss can sometimes be a difficult process to describe. It can be one characteristic that facilitates great communication and great employee relationships. It can be the special way that you show confidence in among your team. These and other events can become more easily managed with this course. Participants will begin to see how important it is to develop better managerial skills. By managing and looking at the way people interact and seeing things in a new light, participants will improve on almost every aspect of their career.

Objectives: 1) Understand how to develop leadership qualities; 2) Know how to delegate effectively; 3) Choose inspirational and engaging tasks for yourself and others; 4) Use wisdom and understanding to lead others; 5) Identify the roles of your team; 6) and Learn how to trust others and earn their trust.

Outline: 1) Is it Better to be Loved or Feared?; 2) Leadership as Service; 3) Leadership by Design; 4) Understanding Motivation; 5) Constructive Criticism; 6) The Importance of Tone; 7) Trusting Your Team; 8) Earning the Trust of Your Team; 9) Building and Reinforcing Your Team; and 10) You are the Boss of You.

Can you tell if someone is telling the truth just by looking at them? It is a skill that a lot of people do not have. Understanding body language will provide participants with a great advantage in their daily communications. Participants will learn to understand that what is not said is just as important as what is said. Participants will also learn to understand how their own body language is interpreted and adjust to improve the way they non-verbally communicate.

Objectives: 1) Define body language; 2) Understand the benefits and purpose of interpreting body language; 3) Learn to interpret basic body language movements; 4) Recognize common mistakes when interpreting body language; 5) Understand your own body language and what you are communicating; and 6) Practice your body language skills.

Outline: 1) Communicating with Body Language; 2) Reading Body Language; 3) Body Language Mistakes; 4) Gender Differences; 5) Nonverbal Communication; 6) Facial Expressions; 7) Body Language in Business; 8) Lying and Body Language; 9) Improve Your Body Language; and 10) Matching Your Words to Your Movement.

Money matters can be intimidating for even the smartest people. However, having a solid understanding of basic financial terms and methods is crucial. When terms like ROI, EBIT, GAAP, and extrapolation join the conversation, many want to know what people are talking about, and they want to be able to participate in the discussion. This course provides participants with a solid foundation in finance. Learn about commonly used terms, financial statements, budgets, forecasting, purchasing decisions, and financial legislation.

Objectives: 1) Identify financial terminology; 2) Understand financial statements; 3) Identify how to analyze financial statements; 4) Understand budgets; 5) How to make budgeting easy; 6) Understand advanced forecasting techniques; 7) Understand how to manage the budget; 8) Identify How to make smart purchasing decisions; and 9) Identify the legal aspects of finances.

Outline: 1) Glossary; 2) Understanding Financial Statements; 3) Analyzing Financial Statements; 4) Understanding Budgets; 5) Budgeting Made Easy; 6) Advanced Forecasting Techniques; 7) Managing the Budget; 8) Making Smart Purchasing Decisions; and 9) A Glimpse into the Legal World.

Participants will learn to improve their judgment and decisiveness skills. Business acumen is all about seeing the big picture and recognizing that all decisions no matter how small can have an effect on the bottom line. Participants will increase their financial literacy and improve their business sense. Participants will learn to recognize learning events, manage risk better, and increase their critical thinking.

Objectives: 1) Know how to see the big picture; 2) Develop a risk management strategy; 3) Know how to practice financial literacy; 4) Develop critical thinking; 5) Practice management acumen; and 6) Find key financial levers.

Outline: 1) Seeing the Big Picture; 2) KPIs (Key Performance Indicators); 3) Risk Management Strategies; 4) Recognizing Learning Events; 5) You Need to Know These Answers and More; 6) Financial Literacy; 7) Business Acumen in Management; 8) Critical Thinking in Business; and 9) Key Financial Levers.

A company's ethics will determine its reputation. Good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability. Developing a business ethics program takes time and effort, but doing so will do more than improve business, it will change lives. A company's ethics will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, competitors, etc. All of these groups will have an effect on the way a company's ethics are developed. It is a two-way street; the influence goes both ways, which makes understanding ethics a very important part of doing business today. Ethics is very important, as news can now spread faster and farther than ever before.

Objectives: 1) Define and understand ethics; 2) Understand the benefits of ethics; 3) Create strategies to implement ethics at work; 4) Recognize social and business responsibility; 5) Identify ethical and unethical behavior; and 6) Learn how to make ethical decisions and lead with integrity.

Outline: 1) What is Ethics?; 2) Implementing Ethics in the Workplace; 3) Employer/Employee Rights; 4) Business & Social Responsibilities; 5) Ethical Decisions; 6) Whistle Blowing; 7) Managerial Ethics; 8) Unethical Behavior; and 9) Ethics in Business.

The loss of valuable leadership can cripple an organization. Business succession planning is essentially preparing successors to take on vital leadership roles when the need arises. It is essential to the long-term survival of an organization. Every organization should have a form of succession planning in its portfolio. It is not the expected absences that can cripple an organization, but the unexpected ones. Whether it is preparing someone to take over a leadership position or the sole proprietor of a small business, this course will teach participants about the difference between succession planning and replacement planning. How organizations prepare for transitions in leadership is just as important as selecting the new leaders.

Objectives: 1) Define business succession planning and its role in your company; 2) Lay the groundwork to develop a succession plan; 3) The importance of mentorship; 4) Define and use a SWOT analysis to set goals; 5) Create a plan, assign roles, and execute the plan; 6) Communicate to develop support and manage change; 7) Anticipate obstacles, and evaluate and adapt goals and plans; and 8) Characterize success.

Outline: 1) Succession Planning Vs. Replacement Planning; 2) Preparing for the Planning Process; 3) Initiating Process; 4) The SWOT Analysis; 5) Developing the Succession Plan; 6) Executing the Plan; 7) Gaining Support; 8) Managing the Change; 9) Overcoming Roadblocks; and 10) Reaching the End.

Writing is a key method of communication for most people, and it's one that many people struggle with. Writing and communication skills have degraded with more and more people communicating through email and text messaging. Developing writing skills is still important is the business world as creating proper documents (such as proposals, reports, and agendas), giving participants that extra edge in the workplace. This course will provide participants with a refresher on basic writing concepts (such as spelling, grammar, and punctuation), and an overview of the most common business documents. These basic skills will provide participants with that extra benefit in the business world that a lot of people are losing.

Objectives: 1) Gain better awareness of common spelling and grammar issues in business writing; 2) Review basic concepts in sentence and paragraph construction; 3) Know the basic structure of agendas, email messages, business letters, business proposals, and business reports; 4) Know tips and techniques to use when deciding the most appropriate format to use for agendas, email messages, business letters, business proposals, and business reports; 5) Know tips and techniques in writing agendas, email messages, business letters, business proposals, and business reports; 6) Gain an overview of Request for Proposals, Projections, Executive Summaries, and Business Cases; 7) Define proofreading and understand techniques in improving proofreading skills; 8) Define peer review and list ways peer review can help improve business writing skills; and 9) List guidelines in printing and publishing business writing.

Outline: 1) Working with Words; 2) Constructing Sentences; 3) Creating Paragraphs; 4) Writing Meeting Agendas; 5) Writing E-mails; 6) Writing Business Letters; 7) Writing Proposals; 8) Writing Reports; 9) Other Types of Documents; and 10) Proofreading and Finishing.

Phone skills are highly valuable skills and call center training will help provide those skills. This course will help participants improve their phone skills and provide the with more confidence, improve sales, help solicit new customers, and better serve current customers. Call center training may lower costs and reduce turnover. Participants will learn the skills to improve productivity and performance that leads to a more a positive environment throughout the entire organization. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential.

Objectives: 1) Define and understand call center strategies; 2) Identify different types of buying motivations; 3) Create SMART Goals; 4) Familiarize myself with strategies that sharpen effective communication; 5) Use proper phone etiquette; and 6) Set benchmarks.

Outline: 1) The Basics; 2) Phone Etiquette; 3) Tools; 4) Speaking Like a Star; 5) Types of Questions; 6) Benchmarking; 7) Goal Setting; 8) Key Steps; and 9) Closing.

Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation and participants will gain some valuable skills through this course. Participants will learn about tools to implement changes more smoothly and widely accepted. Participants will also learn about an understanding of how change is implemented and some tools for managing their reactions to change.

Objectives: 1) List the steps necessary for preparing a change strategy and building support for the change; 2) Describe the WIFM – the individual motivators for change; 3) Use needed components to develop a change management and communications plans, and to list implementation strategies; 4) Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction; 5) Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits; 6) Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies; 7) Use strategies for aligning people with a change, appealing to emotions and facts; and 8) Describe the importance of resiliency and flexibility in the context of change.

Outline: 1) Preparing for Change; 2) Identifying the WIFM; 3) Understanding Change; 4) Leading and Managing the Change; 5) Gaining Support; 6) Making it All Worthwhile; 7) Using Appreciative Inquiry; 8) Bringing People to Your Side; 9) Building Resiliency; and 10) Building Flexibility.

While a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing industry millions a year. Indeed, what society seems to be gaining in terms of both knowledge and technological advancement, it’s losing out on basic social values that directly impact the bottom line. To address the growing problem of incivility in the work setting, this workshop introduces the concept of civility, its importance to a company, as well as its typical causes and effects. Skills needed to effectively practice civil behavior, as well as different ways organizations can systematize civility in the workplace will also be discussed.

Objectives: 1) Define civility, understand its causes, and enumerate at least three of its behavioral indicators; 2) Understand the costs of incivility, as well as the rewards of civility, within the workplace; 3) Learn practical ways of practicing workplace etiquette; 4) Learn the basic styles of conflict resolution; 5) Learn skills in diagnosing the causes of uncivil behavior; 6) Understand the role of forgiveness and conflict resolution; 7) Understand the different elements of effective communication; 8) Learn facilitative communication skills such as listening and appreciative inquiry; 9) Learn specific interventions that can be utilized when there’s conflict within the workplace; and 10) Learn a recommended procedure for systematizing civil behavior within the workplace.

Outline: 1) Introduction; 2) Effective Work Etiquette; 3) Costs and Rewards; 4) Conflict Resolution; 5) Getting to the Cause; 6) Communication; 7) Negotiation; 8) Identifying Your Need; 9) Writing a Civility Policy; and 10) Implementing the Policy.

You are in your office looking over your performance report and it happened again. Your low performing employee failed to meet quota this month even after you spoke with them about the importance of meeting goals. This employee has a great attitude and you know they can do better. You just do not know how to motivate them to reach the goal. Money used to work, but that has worn off. You are baffled and you know being frustrated makes matters worse. What do you do? This course focuses on how to better coach your employees to higher performance. Coaching is a process of relationship building and setting goals. How well you coach is related directly to how well you are able to foster a great working relationship with your employees through understanding them and strategic goal setting.

Objectives: 1) Define coaching, mentoring and the GROW model; 2) Identify and set appropriate goals using the SMART technique of goal setting; 3) Identify the steps necessary in defining the current state or reality of your employee’s situation; 4) Identify the steps in developing a finalized plan or wrapping it up and getting your employee motivated to accomplish those plans; 5) Identify the benefits of building and fostering trust with your employee; 6) Identify the steps in giving effective feedback while maintaining trust; 7) Identify and overcoming common obstacles; 8) Identify when the coaching is at an end and transitioning your employee to other growth opportunities; and 9) Identify the difference between mentoring and coaching.

Outline: 1) Defining Coaching and Mentoring; 2) Setting Goals; 3) Understanding the Realities; 4) Developing Options; 5) Wrapping it All Up; 6) The Importance of Trust; 7) Providing Feedback; 8) Overcoming Roadblocks; 9) Reaching the End; and 10) How Mentoring Differs from Coaching.

For the better part of every day, we are communicating to and with others. Whether it's the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look you give the cat, it all means something. Wherever two or more people come together, there is bound to be conflict. This course will provide participants with a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Participants will also be provided a set of skills in solution building and finding common ground. Participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.

Objectives: 1) Understand what conflict and conflict resolution mean; 2) Understand all six phases of the conflict resolution process; 3) Understand the five main styles of conflict resolution; 4) Be able to adapt the process for all types of conflicts; 5) Be able to break out parts of the process and use those tools to prevent conflict; 6) Be able to use basic communication tools, such as the agreement frame and open questions; and 7) Be able to use basic anger and stress management techniques.

Outline: 1) An Introduction to Conflict Resolution; 2) Conflict Resolution Styles with the Thomas-Kilmann Instrument; 3) Creating an Effective Atmosphere; 4) Creating a Mutual Understanding; 5) Focusing on Individual and Shared Needs; 6) Getting to the Root Cause; 7) Generating Options; 8) Building a Solution; 9) The Short Version of the Process; and 10) Additional Tools.

A contact center may provide customer support, technology support, and much more. The difference in quality of support is based on the level training provided by an organization. Participants will learn the basic elements of an effective contact center employee.

Objectives: 1) How to get management involved in training; 2) Why peer training works; 3) That manners are important with a contact center; 4) How to build rapport with the callers; and 5) How to deal with difficult customers.

Outline: 1) It Starts at the Top; 2) Peer Training; 3) How to Build Rapport; 4) Learn to Listen; 5) Manners Matter - Etiquette & Customer Service; 6) Handling Difficult Customers; 7) Getting the Necessary Information; 8) Performance Evaluations; and 9) Training Doesn’t Stop.

Contracts are the basis of most business relationships. Well-managed contracts lead to new and sustained business relations. Participants will learn how contract management works and how to effectively source agents.

Objectives: 1) Identify contract elements; 2) Understand ethical contract management; 3) Calculate value; 4) Negotiate contracts; and 5) Create basic amendments.

Outline: 1) Defining Contract Management; 2) Legal and Ethical Contract Management; 3) Contract Management Requests; 4) How to Create a Contract; 5) Contract Negotiations; 6) Assess Performance; 7) Relationships; 8) Amending Contracts; 9) Conducting Audits; and 10) Renewing Contracts.

In the past few decades, psychologists and business people alike have discovered that successful problem solvers tend to use the same type of process to identify and implement the solutions to their problems. This process works for any kind of problem, large or small. This course provides participants with an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day. Skills such as brainstorming, information gathering, analyzing data, and identifying resources will be covered throughout the course.

Objectives: 1) Understand problems and the creative problem solving process; 2) Identify types of information to gather and key questions to ask in problem solving; 3) Identify the importance of defining a problem correctly; 4) Identify and use four different problem definition tools; 5) Write concrete problem statements; 6) Use basic brainstorming tools to generate ideas for solutions; 7) Evaluate potential solutions against criteria, including cost/benefit analysis and group voting; 8) Perform a final analysis to select a solution; 9) Understand the roles that fact and intuition play in selecting a solution; 10) Understand the need to refine the shortlist and redefine it; 11) Understand how to identify the tasks and resources necessary to implement solutions; and 12) Evaluate and adapt solutions to reality.

Outline: 1) The Problem Solving Method; 2) Information Gathering; 3) Problem Definition; 4) Preparing for Brainstorming; 5) Generating Solutions; 6) Analyzing Solutions; 7) Selecting a Solution; 8) Planning Your Next Steps; and 9) Recording Lessons Learned.

Crisis management is as important as finance management, personnel management, etc. Having a clear and effective program and plan for an event is critical not only to your survival, but critical to the profitability and possibly the survival of the company. Being able to identify risk, assess the situation and respond appropriately is important, and requires not only training, but practice.

Objectives: 1) Identify potential risks; 2) Understand the myths behind workplace violence; 3) Define escalation and identify examples; 4) Learn concerning behaviors; 5) Know what a trigger is and how that can escalate; and 6) Understand the proper response to an event.

Outline: 1) Crisis; 2) Workplace Violence; 3) Myths; 4) Escalation; 5) Concerning Behaviors; 6) Domestic Violence Indicators; 7) Triggers of Workplace Violence; 8) Conflict Dangers; 9) Response; and 10) Strategies.

We live in a knowledge based society, and the more critical you think the better your knowledge will be. Critical thinking provides you with the skills to analyze and evaluate information so that you are able to obtain the greatest amount of knowledge from it. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur. Critical thinking will lead to being a more rational and disciplined thinker. It will reduce your prejudice and bias which will provide you a better understanding of your environment. This course will provide you with the skills to evaluate, identify, and distinguish between relevant and irrelevant information.

Objectives: 1) Understand the components of critical thinking; 2) Utilize non-linear thinking; 3) Use logical thinking; 4) Recognize what it means to be a critical thinker; 5) Evaluate information using critical thinking skills; 6) Identify the benefits of critical thinking; 7) Revise perspective, when necessary; and 8) Comprehend problem solving abilities.

Outline: 1) Components of Critical Thinking; 2) Non-Linear Thinking; 3) Logical Thinking; 4) Critical Thinkers; 5) Evaluate the Information; 6) Benefits of Critical Thinking; 7) Changing Your Perspective; 8) Problem Solving; and 9) Putting It All Together.

Technology has changed how we approach customer support. The customer experience begins long before the purchase is made. Participants will learn to discover the new opportunities in customer support services via face-to-face, phone, internet, websites, webchats, and smart phones.

Objectives: 1) Define customer support; 2) Know the different venues for customer support; 3) Recognize challenges of customer support; 4) Learn different applications; 5) Know proper forms of documentation; and 6) Learning to be proactive in customer support.

Outline: 1) What Is Customer Service?; 2) Challenges; 3) Email; 4) SMS; 5) Webchat; 6) Multi-Channel Apps; 7) Support Ticket Apps; 8) Documentation; 9) Feedback; and 10) Be Proactive.

Every organization is responsible for ensuring cybersecurity. The ability to protect information systems from attacks is essential. Implementing effective security measures will offer liability protection and increase efficiency and productivity. Participants will learn the fundamentals of cybersecurity as well as methods that should be implemented to make sure computer systems are protected.

Objectives: 1) Understand different types of malware and security breaches; 2) Know the types of cyberattacks to look out for; and 3) Develop effective prevention methods.

Outline: 1) Cybersecurity Fundamentals; 2) Types of Malware; 3) Cyber Security Breaches; 4) Types of Cyber Attacks; 5) Prevention Tips; 6) Mobile Protection; 7) Social Network Security; 8) Prevention Software; 9) Critical Cyber Threats; and 10) Defense Against Hackers.

Delivering constructive criticism is one of the most challenging things for anyone. Through this course, participants will gain valuable knowledge and skills that will assist them with this challenging task. When an employee commits an action that requires feedback or criticism it needs to be handled in a very specific way. Constructive criticism, if done correctly, will provide great benefits to your organization. It provides the ability for management to nullify problematic behaviors and develop well rounded and productive employees. Constructive feedback shows an employee that management cares about them and will invest time and effort into their careers.

Objectives: 1) Understand when feedback should take place; 2) Learn how to prepare and plan to deliver constructive criticism; 3) Determine the appropriate atmosphere in which it should take place; 4) Identify the proper steps to be taken during the session; 5) Know how emotions and certain actions can negatively impact the effects of the session; 6) Recognize the importance of setting goals and the method used to set them; and 7) Uncover the best techniques for following up with the employee after the session.

Outline: 1) When Should Feedback Occur? 2) Preparing and Planning; 3) Choosing a Time and Place; 4) During the Session; 5) Setting Goals; 6) Diffusing Anger or Negative Emotions; 7) What Not to Do; and 8) After the Session.

Participants will learn how to develop a business environment that reflects a positive set of values and ethics. Aligning these characteristics with the standards of conduct is what makes a business stand out and be a leader in the business world. Participants should see improved team building, better communication, and trust. By realizing the benefits of corporate behavior and developing a successful plan your participants should see a reduction in incidents and an increase in team work and loyalty.

Objectives: 1) Understand what behavior is; 2) Understand the benefits of corporate behavior; 3) Know what type of behaviors you want to implement in your company; 4) Know how to implement corporate behaviors; and 5) Know how to maintain corporate behaviors.

Outline: 1) The Science of Behavior; 2) Benefits for Corporate Behavior; 3) Most Common Categories of Corporate Behavior; 4) Managerial Structure; 5) Company Values and Ethics; 6) Employee Accountability; 7) Workplace Incidents; 8) Designing and Implementing; 9) Corporate Team Behavior; and 10) Auditing Corporate Behavior.

Children have an innate creative ability when they are born, but for some reason adults can lose it along the way. Participants will move out of the mundane, be more curious, engage, and explore new ideas. Recognize creativity and be ready when it happens. Participants will learn how to remove barriers that block or limit their creativity. They will improve their imagination, divergent thinking, and mental flexibility. Participants will learn mind mapping, individual brainstorming, and when to recognize and look for what inspires them to be more creative.

Objectives: 1) Define creativity; 2) Act with confidence; 3) Engage in curiosity; 4) Stop acting out of fear; 5) Learn from introspection; and 6) Take risks.

Outline: 1) What Is Creativity?; 2) Getting Inspired; 3) Beating Procrastination; 4) Improving Your Creative Mindset; 5) Curiosity; 6) Take Risks; 7) Think Like a Child; 8) Environmental Factors; and 9) Individual Brainstorming.

Management must be effective for the success of any business. Unfortunately, it is all too easy to overlook the training and development of new managers. When you provide your managers and employees with the skills and tools they need, you will greatly boost morale and strengthen your organization. Participants will learn to understand the value of investing in employees and developing management. By focusing on development opportunities, participants will establish a culture that retains top talent and improves succession planning.

Objectives: 1) Discuss strategies for developing new managers; 2) Understand the importance of defining a clear management track; 3) Determine core roles and competencies for managers; 4) Understand the importance of continuous development for managers; and 5) Apply the principles of manager development to your own organization.

Outline: 1) Managers are Made, Not Born; 2) Create a Management Track; 3) Define and Build Comptencies; 4) Managers Learn by Being Managed Well; 5) Provide Tools; 6) Provide Support; 7) Identify Strong Candidates Early; 8) Clearly Define the Management Track; 9) Empower New Managers; and 10) Provide Growth Opportunities.

Participants will be provided with the guidance needed in the ever changing digital world. As our lives are lived more and more online we all need to translate our social skills into the virtual world. Digital citizenship allows us to connect, collaborate, and share by using technology appropriately. In person meetings are on the decline which makes it necessary to engage people digitally. Being a good digital citizen means you have a set of skills to work in the digital world.

Objectives: 1) Define digital citizenship; 2) Use technology appropriately; 3) Use social networking to create your brand; 4) Protect your reputation online; 5) Practice safe use of technology; and 6) Understand digital etiquette.

Outline: 1) What Is Digital Citizenship?; 2) Being a Good Citizen; 4) Best Practices for Sharing; 5) Networking and Personal Branding; 6) Digital Security and Safety; 7) Dealing with the Dark side; and 8) Digital Etiquette.

Experiencing diversity is a part of living in a civilized society. Difference does not equal a right way and a wrong way, it is variety that can lead to a common goal. Understanding the various forms of diversity makes for a better company and world in general.

Objectives: 1) Define diversity; 2) Understand various forms of diversity; 3) Comprehend the importance of diversity training; and 4) Handle conflicts with regard to diversity.

Outline: 1) Understanding Diversity; 2) Racial Diversity; 3) Employees with Disabilities; 4) Pregnant Employees; 5) Lactating Mothers; 6) Sexual Harassment; 7) Employees Over Age 40; 8) LGBTQ; 9) Sensitivity Training; and 10) Handling Diversity Complaints.

When you think of staff motivation, many things may come to mind: more money, a bigger office, a promotion, or a better quality of life. The truth is, no matter what we offer people, true motivation must come from within. Regardless of how it is characterized, it is important to get the right balance in order to ensure that you have a motivated workforce. This course provides participants with several types of tools to become great motivators, including goal setting and influencing skills. Participants will also learn about five of the most popular motivational models, and how to bring them together to create a custom program.

Objectives: 1) Defining motivation, an employer’s role in it and how the employee can play a part; 2) Identifying the importance of Employee Motivation; 3) Identifying methods of Employee Motivation; 4) Describing the theories which pertain to Employee Motivation – with particular reference to psychology; 5) Identifying personality types and how they fit into a plan for Employee Motivation; 6) Setting clear and defined goals; and Identifying specific issues in the field, and 7) addressing these issues and how to maintain this going forward.

Outline: 1) A Psychological Approach; 2) Object-Oriented Theory; 3) Using Reinforcement Theory; 4) Using Expectancy Theory; 5) Personality’s Role in Motivation; 6) Setting Goals; 7) A Personal Toolbox; 8) Motivation on the Job; Addressing Specific Morale Issues; and 10) Keeping Yourself Motivated.

Employee Onboarding is an important and vital part of any companies hiring procedure. Hiring, training, and bringing new employees on board are major investments. Onboarding is a secure investment that will assist newly hired employees in developing and keeping their skills, knowledge, and value within the company. Employee onboarding helps reduce costs related to turnover and helps increase and speed-up productivity.

Objectives: 1) Define onboarding; 2) Understanding the benefits and purpose of onboarding; 3) Recognize how to prepare for an onboarding program; 4) Identify ways to engage and follow up with employees; 5) Create expectations; and 6) Discover the importance of resiliency and flexibility.

Outline: 1) Purpose of Onboarding; 2) Introduction; 3) Onboarding Preparation; 4) Onboarding Checklist; 5) Creating an Engaging Program; 6) Following Up with New Employees; 7) Setting Expectations; 8) Resiliency and Flexibility; 9) Assigning Work; and 10) Providing Feedback.

Recognizing employees through various recognition programs is a fantastic investment. Being appreciated is a basic human feeling and reaps great rewards. Praise and recognition are essential to an outstanding workplace and its employees. Participants will learn to recognize the value of implementing even the smallest of plans. The cost of employee recognition is very minimal in relation to the benefits that will be experienced. Employee recognition programs have been shown to increase productivity, employee loyalty, and increased safety.

Objectives: 1) Assess the type of Employee Recognition Program(s) your company needs; 2) Train leadership to recognize their employees; 3) Know when and where recognition is needed; 4) Construct a culture of recognition; and 5) Maintain an effective Employee Recognition Program.

Outline: 1) The Many Types of Incentive; 2) Designing Employee Recognition Programs; 3) How To Get The Buzz Out; 4) It Starts From The Top!, 5) Creating a Culture of Recognition; 6) The Best Things In Life Are Free!; 7) A Small Gesture Goes A Long Way; 8) Pulling Out The Red Carpets; 9) The Don’ts of Employee Recognition; and 10) Maintaining Employee Recognition Programs.

Many organizations simply wait for talent to come to them. Simply advertising an open position and hoping that you find the right talent does not guarantee that you will find the best people for the jobs in your organization. Actively seeking out qualified candidates is the best way to ensure that you find the talent that you need. Recruitment is essential. Hiring a new employee is a significant investment. Employee training and turnover are expensive. This course will help participants identify and implement recruitment strategies.

Objectives: 1) Defining recruitment; 2) Understanding the selection process; 3) Recognizing the GROW model and how to set goals; 4) Preparing for the interview and question process; 5) Identifying and avoiding bias when making offers; and 6) Discovering ways to retain talent and measure growth.

Outline: 1) Introduction to Recruitment; 2) The Selection Process; 3) Goal Setting; 4) The Interview; 5) Types of Interview Questions; 6) Avoiding Bias in Your Selection; 7) The Background Check; 8) Making Your Offer; 9) Orientation and Retention; and 10) Measuring the Results.

Having to terminate an employee is never an easy task. Despite attempts to communicate better, provide more support, provide encouragement, etc., many supervisors are still faced with going through the termination process. Participants will learn to develop a core set of skills, including separation from emotion, to guide them through a termination process.

Objectives: 1) Create employee performance plans; 2) Identify employees who should be terminated; 3) Establish effective termination meetings; 4) Know the “Do’s” and “Don’ts” of firing an employee; and 5) Be able to conduct exit interviews.

Outline: 1) Placing an Employee on a Performance Improvement Plan (PIP) Before Firing; 2) Employees Who Should Be Terminated; 3) Things to Consider When Setting Up the Termination Meeting; 4) The Correct Way to Fire an Employee; 5) What an Employment Termination Checklist Should Contain; 6) The “Don’ts” of Firing an Employee; and 7) Conduct Effective Exit Interviews.

Would you to be your own boss? Have you ever dreamed of starting your own business? Don’t know what to do about your great business idea? If you have ever thought about these situations, then this course is for you. Being an entrepreneur is full of risks. These risks are minimized through drafting a business plan, knowing your competition, successful marketing, and more.

Objectives: 1) Understand how to start a business; 2) Develop a business plan; 3) Get financing for your business; 4) Hire and train employees; 5) Run your business; and 6) Grow your business.

Outline: 1) Decide on the Type of Business; 2) What Is the Market/Competition Like?; 3) Basics of Starting a Business; 4) Create a Business Plan; 5) Get Financing; 6) Hire Employees; 7) Training Employees; 8) Market the Business; 9) Run the Business; and 10) Grow the Business.

Successful event planning starts with good skills in communication, organization, troubleshooting, preparation, and follow through. Participants will learn how to anticipate and solve common planning issues for any event.

Objectives: 1) Understand the different types of events; 2) Understand the planning process; 3) Know how to organize your event; 4) Understand how to manage and organize your staff effectively; and 5) Know how to tie up loose ends after the event.

Outline: 1) Types of Events; 2) Brainstorming; 3) Types of Entertainment; 4) Support Staff; 5) Technical Staff; 6) Vendors; 7) Finalize the Plan; 8) Administrative Tasks; 9) Get Organized; and 10) Post Event Activities.

Being an Executive or Personal Assistant is a unique position that requires a variety of skills. Participants will learn about the levels of trust and confidentiality when it comes to managing schedules, making travel arrangements, taking minutes, developing important documents, gatekeeping, and more.

Objectives: 1) Adapt to the needs and styles of management; 2) Communicate through written, verbal, and nonverbal methods; 3) Improve time management skills; 4) Manage meetings effectively; 5) Act as a gatekeeper; and 6) Use the tools of the trade effectively.

Outline: 1) Working with Your Manager; 2) Administrative Soft Skills; 3) Effective Time Management; 4) Meeting Management; 5) Tools of the Trade; 6) Being an Effective Gatekeeper; 7) Organizational Skills; 8) Confidentiality; and 9) Special Tasks.

Facilitation is often referred to as the new cornerstone of management philosophy. It has a focus on fairness and creating an easy decision making process. Creating a comfortable environment through better facilitation provides participants with a better understanding of what a good facilitator can do to improve any meeting or gathering. Participants will gain a better understanding of facilitation in order to become better facilitators.

Objectives: 1) Define facilitation and identify its purpose and benefits; 2) Clarify the role and focus of a facilitator; 3) Differentiate between process and content in the context of a group discussion; 4) Provide tips in choosing and preparing for facilitation; 5) Identify a facilitator’s role when managing groups in each of Tuckman and Jensen’s stages of group development: forming, storming, norming and performing; 6) Identify ways a facilitator can help a group reach a consensus: from encouraging participation to choosing a solution; 7) Provide guidelines in dealing with disruptions, dysfunctions and difficult people in groups; and 8) Define what interventions are, when they are appropriate and how to implement them.

Outline: 1) Understanding Facilitation; 2) Process vs. Content; 3) Laying the Groundwork; 4) Tuckman and Jensen’s Model of Team Development; 5) Building Consensus; 6) Reaching a Decision Point; 7) Dealing with Difficult People; 8) Addressing Group Dysfunction; 9) About Intervention; and 10) Intervention Techniques.

This course will help participants understand the various generations present at work. They will learn what motivates them and how to communicate more effectively with them.

Objectives: 1) History behind generation gaps; 2) What are traditionalists; 3) What are baby boomers; 4) What are Generation Xers; 5) What are Generation Yers; 6) Differences between each type of generation; 7) Finding common ground among the generations; 8) Conflict management; and 9) Leveraging the benefits of generation gaps at work.

Outline: 1) History; 2) Traditionalist; 3) Baby Boomers; 4) Generation X; 5) Generation Y; 6) Differentiations Between; 7) Finding Common Ground; 8) Conflict Management, and 9) The Power of 4.

Effective customer service skills positively impact an organization's reputation. Participants will gain a new perspective on how a more positive attitude and reaction will provide negative customers with a satisfactory experience and improve customer relations.

Objectives: 1) Cultivate a positive attitude; 2) Manage internal and external stress; 3) Develop abilities to listen actively and empathize; 4) Build a rapport with customers in person and over the phone; 5) Understand the diverse challenges posed by customers; and 6) Develop strategies to adapt to challenging circumstances.

Outline: 1) The Right Attitude Starts with You; 2) Stress Management (Internal Stressors); 3) Stress Management (External Stressors); 4) Transactional Analysis; 5) Why are Some Customers Difficult; 6) Dealing with the Customer Over the Phone; 7) Dealing with the Customer In Person; 8) Sensitivity in Dealing with Customers; 9) Scenarios of Dealing with a Difficult Customer; and 10) Following up With a Customer Once You Have Addressed Their Issue.

A healthy employee is a happy and productive employee, and that is a goal for every organization. Participants will experience the benefits of a healthier lifestyle and workplace. This course provides participants with skills that will be instrumental in creating a “Culture of Wellness” within their organization. Participants will learn about common issues such as smoking cessation, nutrition & weight loss, and preventative care.

Objectives: 1) Access Health and Wellness Program Needs; 2) Plan a Health and Wellness Program; 3) Implement a Health and Wellness Program; and 4) Maintain a Health and Wellness Program.

Outline: 1) Definition of a Health and Wellness Program; 2) Types of Health and Wellness Programs; 3) Health Behavior Programs; 4) Health Screenings and Maintenance Programs; 5) Mental Health Programs; 6) Evaluate the Need; 7) Planning Process; 8) Implementation; 9) Create a "Culture of Wellness"; and 10) Evaluate Results.

High performance teams are organizations, teams, or groups working inside an office environment that are focused on achieving the same goals. Participants will learn to begin seeing how important it is to develop a core set of high performance skills while working inside or an organization. By knowing and managing the way people interact within an organization, participants will be better positioning their high performance teams for great success!

Objectives: 1) Understand the benefits of high performance teams; 2) Address challenges; 3) Conduct effective meetings; 4) Be able to see the big picture; 5) Work collaboratively; and 6) Adequately praise team members.

Outline: 1) The Benefits of High Performance Teams; 2) Challenges of High Performance Teams; 3) How to Build and Lead High Performance Teams; 4) Characteristics of High Performance Teams; 5) Roles of an Effective Team Leader; 6) Leading High Performance Teams; 7) Ideas for Motivating High Performance Teams; 8) Steps to Retaining High Performers; and 9) Augmenting Team Performance.

High Performance Teams are organizations, teams or groups working in a virtual environment that are focused on achieving the same goals. Bringing team members together through a virtual environment can be a challenging task. This course identifies these challenges and helps participants push through to success. Participants will learn to begin to see how important it is to develop a core set of high performance skills, while working remotely. By knowing and managing the way people interact in a remote environment, participants will be setting up their high performance teams to accomplish any task.

Objectives: 1) Define high performance teams; 2) Define remote workforce; 3) Understand the characteristics of a high performance team; 4) Understand how to create teamwork; 5) Understand the importance of communication; 6) Understand how to train your high performance team of remote employees; 7) Learn how to manage a high performance team; and 8) Learn the techniques of an effective team meeting.

Outline: 1) Remote Workforce; 2) High Performance Teams; 3) Characteristics of High Performance Teams; 4) How to Create Teamwork; 5) Types of Communication; 6) Training Your Team; 7) Managing the Team; 8) Effective Team Meeting How-to; 9) Keep Happy and Motivated High Performance Team; and 10) “Don’ts” with High Performance Teams.

Successful organizations are made up of great employees, so why not just hire great employees? Hiring and training employees is an expensive venture. Hiring the right person for the right position is easier said than done. Participants will save an organization time and money by learning strategies for hiring the right person through careful evaluation of skills, abilities, attitude, work ethic, etc.

Objectives: 1) Know how to present the current open position; 2) Develop a workable hiring strategy; 3) Know how to determine which candidates to interview; 4) Steps and techniques to use in an interview; 5) Welcome newly hired employees; and 6) Find potential candidates for the position.

Outline: 1) Defining and Knowing the Position; 2) Hiring Strategy; 3) Lure in Great Candidates; 4) Filtering Applicants to Interview; 5) The Interview; 6) Selection Process; 7) Making an Offer; and 8) Onboarding.

This course provides managers with skills to handle numerous human resource situations such as interviewing, orientation, safety, harassment, discrimination, violence, discipline, and termination.

Objectives: 1) Describe the implications of different aspects of Human Resource Management on your daily responsibilities; 2) Define human resources terms and subject matter; 3) Recruit, interview, and retain employees more effectively; 4) Follow up with new employees in a structured manner; 5) Be an advocate for your employees’ health and safety; 6) Provide accurate, actionable feedback to employees; 7) Act appropriately in situations requiring discipline and termination; 8) Evaluate some of the strengths and opportunities for Human Resources in your own workplace; and 9) Identify three areas for further development within the Human Resources field as part of a personal action plan.

Outline: 1) Human Resources Today; 2) Recruiting and Interviewing; 3) Retention and Orientation; 4) Following Up With New Employees; 5) Workplace Health & Safety; 6) Workplace Bullying, Harassment, and Violence; 7) Workplace Wellness; 8) Providing Feedback to Employees; 9) Disciplining Employees; and 10) Terminating Employees.

Mindfulness is a term that is frequently used but rarely defined. Practicing true mindfulness encourages living in the present while it addresses the danger of distorted thinking, Staying in tune both mentally and emotionally improves perspective to enhance personal a professional success. Participants will begin to identify their own patterns of thinking. As they learn to practice mindfulness, they will cultivate positive emotions that will have a dramatic effect on the work environment.

Objectives: 1) Define mindfulness; 2) Develop techniques to make oneself more attuned to the present moment; 3) Understand the value and utility of one’s emotions; 4) Learn how to identify and counter distorted thinking; 5) Learn how to cultivate genuine positive emotions; and 6) Become more fully present in social interactions.

Outline: 1) What Is Mindfulness?; 2) Practicing Mindfulness; 3) Emotional Intelligence; 4) Cognitive Distortion; 5) Mindfulness Based Cognitive Therapy; 6) Mindfulness and Gratitude; 7) Cultivating the High Performance Emotions; 8) Mindfulness in Customer Service; and 9) Mindfulness and Leadership.

Self-awareness is an important part of everyday life. It transfers over to your personal, social, physical and work life. It can help one gain a better understanding of themselves, and how to live a better, more fulfilling life. When working to deepen one’s own self awareness, it is important to fully engage yourself. One should take the time and proper steps, to fully become self-aware. Participants will learn how beneficial becoming more self-aware can be. A highly self-aware person will become more equipped to deal with daily life and its challenges. Participants will gain a new perspective on themselves and their emotions, and become a valuable member to society.

Objectives: 1) Define the self and different aspects of the self; 2) Learn from introspection; 3) Understand the nature and value of emotions; 4) Appreciate themselves; 5) Appreciate others; and 6) Improve effectiveness.

Outline: 1) What Is the Self?; 2) Awareness of the Physical Self; 3) Time Management; 4) The Emotional Self; 5) Mood Management; 6) The Mental Self; 7) Interpersonal Awareness; 8) The Spiritual Self; 9) Limitations of Self Awareness; and 10) Independence versus Interdependence.

Participants will discover the specifics of what it means to become an effective salesperson, and steps to success. They will learn how to connect with customers and move them through the sales process.

Objectives: 1) Understand in-person sales; 2) Explain the sales funnel; 3) Explore sales techniques; 4) Develop loyalty; and 5) Identify ways to build customer base.

Outline: 1) In-Person Sales; 2) Examples of In-Person Sales; 3) Sales Funnel; 4) Prepare; 5) Presentation; 6) Engage; 7) Commitment; 8) Sale; 9) Loyalty; and 10) Expand.

Increasing happiness may be accomplished through the power of positive thinking. Happiness will spread throughout an organization, and have a positive effect on everyone. Participants will engage in unique and helpful ways to increase their happiness. This will have a robust effect on their professional and personal lives. It will improve their communication skills, increase productivity, and decrease absenteeism.

Objectives: 1) Discuss how planning ahead cultivates workplace happiness; 2) Create a nightly routine and daily plan; 3) Relate more effectively to others in the workplace; 4) Understand how the workspace environment impacts happiness; 5) Think more positively; and 6) Take actions that will create greater workplace happiness.

Outline: 1) Plan Ahead for Happiness; 2) Plan Your Day; 3) Relate to Others; 4) Go to Your Happy (Work) Space; 5) Accentuate the Positive; 6) Use Your Benefits; 7) Take Control of Your Career Happiness; 8) Set Boundaries; 9) Practice Positivity; and 10) Choose to Be Happy.

Marketing has changed dramatically over the last decade. Marketing is all about communicating, and the internet has completely changed the way people communicate. The internet is a marketer's dream come true, especially with social media that may reach such a large market at a, relatively, low cost. Participants will learn online marketing skills. Content is the king of internet marketing, and participants will need to know how to develop great content.

Objectives: 1) Know how to conduct market research; 2) Develop a workable internet marketing campaign; 3) Recognize your target market; 4) Understand your brand; 5) Grasp SEO and website characteristics; and 6) Find and capture leads.

Outline: 1) SWOT Analysis in Marketing; 2) Marketing Research; 3) Real Time Marketing; 4) Brand Management; 5) Social Media; 6) SEO Basics; 7) Website Characteristics; 8) Capturing Leads; and 9) Campaign Characteristics.

We've all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. Participants will identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name. This course will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. They will also identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.

Objectives: 1) Understand the difference between hearing and listening; 2) Know some ways to improve the verbal skills of asking questions and communicating with power; 3) Understand what is ‘non-verbal communication’ and 4) how it can enhance interpersonal relationships; Identify the skills needed in starting a conversation; Identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name; Understand how seeing the other side can improve skills in influencing other people; Understand how the use of facts and emotions can help bring people to your side; Identify ways of sharing one’s opinions constructively; Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation; and Learn tips in making an impact through powerful first impressions.

Outline: 1) Verbal Communication Skills; 2) Non-Verbal Communication Skills; 3) Making Small Talk and Moving Beyond; 4) Moving the Conversation Along; 5) Remembering Names; 6) Influencing Skills; 7) Bringing People to Your Side; 8) Sharing Your Opinion; 9) Negotiation Basics; and 10) Making an Impact.

Knowledge management is the organization of intellectual resources and information systems within a business environment. Sounds pretty simple, right? Take a moment, though, and think about all the information that each person has in their brain. That's a lot of knowledge! This course provides participants with the tools that they will need to begin implementing knowledge management in their organization, no matter what the size of the company or the budget. Wherever there are humans working together for one goal, there is knowledge to be harvested, stored, and dispensed as needed.

Objectives: 1) Understand the basic concept of knowledge management (KM); 2) Identify the do’s and don’ts of KM; 3) Identify the KM live cycle; 4) Identify the new KM paradigm; 5) Identify the KM models; 6) Understand how to build a KM rational for your company; 7) Understand how to customize KM definitions; 8) Identify the steps to implementing KM in your organization; 9) Identify tips for success; and 10) Understand the advance topics in KM.

Outline: 1) Understanding Knowledge Management; 2) Dos and Don’ts; 3) The Knowledge Management Life Cycle; 4) The New Knowledge Management Paradigm; 5) Knowledge Management Models; 6) Building a Knowledge Management Rationale; 7) Customizing Knowledge Management Definitions; 8) Implementing Knowledge Management in Your Organization; 9) Tips for Success; and 10) Advance Topics.

They say that leaders are born, not made. While it is true that some people are born leaders, some leaders are born in the midst of adversity. Often, simple people who have never had a leadership role will stand up and take the lead when a situation they care about requires it. A simple example is parenting. When a child arrives, many parents discover leadership abilities they never knew existed in order to guide and protect their offspring. Once you learn the techniques of true Leadership And Influence, you will be able to build the confidence it takes to take the lead. The more experience you have acting as a genuine leader, the easier it will be for you. It is never easy to take the lead, as you will need to make decisions and face challenges, but it can become natural and rewarding.

Objectives: 1) Define “leadership”; 2) Explain the Great Man Theory; 3) Explain the Trait Theory; 4) Understand Transformational Leadership; 5) Understand the people you lead and how to adapt your leadership styles; 6) Explain leading by Directing; 7) Explain leading by Participating; 8) Explain leading by Delegating; 9) Kouzes and Posner; 10) Conduct a personal inventory; 11) Create an action plan; and 12) Establish personal goals.

Outline: 1) The Evolution of Leadership; 2) Situational Leadership; 3) A Personal Inventory; 4) Modeling the Way; 5) Inspiring a Shared Visionj; 6) Challenging the Process; 7) Enabling Others to Actj; 8) Encouraging the Heart; 9) Basic Influencing Skills; and 10) Setting Goals.

Six Sigma is a data-driven approach for eliminating defects and waste in any business process. You can compare Six Sigma with turning your water faucet and experiencing the flow of clean, clear water. Reliable systems are in place to purify, treat, and pressure the water through the faucet. That is what Six Sigma does to business: it treats the processes in business so that they deliver their intended result. This course provides an introduction to this way of thinking that has changed so many organizations around the world. This course provides participants with an overview of the Six Sigma methodology, and some of the tools required to deploy Six Sigma in their organizations.

Objectives: 1) Develop a 360 degree view of Six Sigma and how it can be implemented in any organization; 2) Identify the fundamentals of lean manufacturing, lean enterprise, and lean principles; 3) Describe the key dimensions of quality – product features and freedom from deficiencies; 4) Develop attributes and value according to the Kano Model; 5) Understand how products and services that have the right features and are free from deficiencies can promote customer satisfaction and attract and retain new customers; 6) Describe what is required to regulate a process; 7) Give examples of how poor quality affects operating expenses in the areas of appraisal, inspection costs, internal failure costs, and external failure costs; 8) Using basic techniques such as DMAIC and how to identify Six Sigma Projects; 9) Use specific criteria to evaluate a project; and 10) Discover root causes of a problem.

Outline: 1) Understanding Lean; 2) Liker’s Toyota Way; 3) The TPS House; 4) The Five Principles of Lean Business; 5) The First Improvement Concept (Value); 6) The Second Improvement Concept (Waste); 7) The Third Improvement Concept (Variation); 8) The Fourth Improvement Concept (Complexity); 9) The Fifth Improvement Concept (Continuous Improvement); and 10) The Improvement Toolkit.

Many people often mistake a life coach for a mental health professional, such as a psychiatrist or a therapist. This misconception often leads people to believe they do not need a life coach since they feel as though nothing is wrong with their mental health. However, a life coach is designed to help improve a person’s professional and personal life by working with them to achieve their goals. Participants will learn to discover the meaning of life coaching and how life coaching services can be utilized to achieve their goals.

Objectives: 1) Determine the purpose of life coaching; 2) Define benefits of life coaching; 3) Know the tools and techniques for life coaching; 4) Outline a life coaching session; and 5) Know the different areas of life coaching.

Outline: 1) Why You Need a Life Coach?; 2) The Benefits of Life Coaching; 3) Life Coaching Challenges; 4) Basic Structure of a Coaching Session; 5) Essential Skills for Successful Coaching; 6) Life Coaching Tools and Techniques; 7) Life Coaching Specialized Areas; and 8) Apply What You Learned to the Workplace.

Learn to provide the skills, guidance, and empowerment to your team of managers. They will then be better suited in leading and motivating their team and produce fantastic results. To be a successful manager means having a wide range of skills. This course will help participants disperse their knowledge and experience throughout their leadership team. Manager Management takes a special type of leader. Expand your knowledge and learn to teach and lead new and experienced managers.

Objectives: 1) Welcome and orientate new managers; 2) Learn ways to successfully coach and mentor; 3) Learn ways to measure and evaluate performance; 4) How to handle complications; and 5) Communicate between employees and their managers.

Outline: 1) Grooming a New Manager; 2) Coaching and Mentoring; 3) Measuring Performance; 4) Motivating Managers; 5) Signs of Poor Management; 6) Trust Your Team of Managers; 7) When an Employee Complains About Their Manager; 8) When Do You Step In?; and 9) Remember These Basic Qualities.

There are millions of American citizens struggling with debt. A lot of debt can be alleviated by using the right tools. This course provides participants with the tools to help reduce or eliminate debt, and establish financial stability. Learn the benefits of developing a budget that fits your needs and lifestyle. Discover how to cut costs, pay down or off debts, and live within a budget.

Objectives: 1) Discover how to establish financial goals; 2) Evaluate where financial cuts can be made; 3) Learn the basics about expenses; and 4) Determine what tools you need to stick with your budget.

Outline: 1) The Benefits of Budgeting; 2) What to Consider Before Creating a Budget; 3) Types of Fixed Personal Expenses; 4) Types of Fluctuating Personal Expenses; 5) Establish Your Goals; 6) Determine Where Cuts Can Be Made; 7) Tools; 8) Stick With Your Budget; 9) Additional Ways to Make Money; and 10) Paying Off Debt.

The workplace is one of the leading locations where people experience stress and anxiety. Every employee will encounter it sometime during their career. Everyone should be aware of the signs of anxiety and the tools needed to cope and deal with it. This course provides participants with the important skills and resources to recognize and manage workplace anxiety. By identifying these symptoms and coping skills, employees and managers will be better suited in dealing with these common situations.

Objectives: 1) Explore different types of workplace anxieties; 2) Learn to recognize symptoms and warning signs; 3) Determine ways of coping and managing problems; 4) Recognize common trigger and accelerants; and 5) Learn the difference between anxiety and common nervousness.

Outline: 1) Common Types of Anxiety; 2) Recognizing Symptoms in Others; 3) Coping Strategies; 4) Don’t Avoid the Situation; 5) Differences in Anxiety and Normal Nervousness; 6) Physical Symptoms; 7) Recognize the Positive Aspects of Anxiety; 8) Common Anxiety Triggers; and 9) When to Seek Extra Help.

Workplace harassment. A growing problem in America. Oh, you may say, “not in my office,” or “not our team,” but workplace harassment is an increasing issue in the organizations today. It can come in the form of a slap, a phrase, an email, or reassignment of duties. Harassment is not okay and it is illegal. Harassment needs to be reported so that the company can handle the issue properly and remediate any future problems.

Objectives: 1) Define various types of discrimination and harassment; 2) Identify the different types of harassment and their signs; 3) Understand the employer’s responsibilities; 4) Discuss how to remediate workplace harassment; 5) Understand the harassment reporting processes and procedures; and 6) Discuss the steps that will be necessary in reporting harassment in the workplace.

Outline: 1) Discrimination; 2) Physical; 3) Verbal; 4) Sexual; 5) Psychological; 6) Cyberbullying; 7) Employer Responsibility; 8) Stopping Harassment Before It Happens; 9) Reporting Harassment; 10) Handling Harassment Complaints.

Participants will be provided with an introduction to marketing.

Objectives: 1) Define your market; 2) Know the different types of marketing and ways to use them; 3) Learn effective ways of communicating with the customer; 4) Know how to set marketing goals and strategies; and 5) Recognize common marketing mistakes and know how to avoid them.

Outline: 1) What is Marketing?; 2) Common Marketing Types; 3) The Marketing Mix; 4) Communicating the Right Way; 5) Customer Communications; 6) Marketing Goals; 7) The Marketing Funnel; and 8) Marketing Mistakes.

Although we all know that training has its benefits, sometimes it's a challenge to attach a dollar value to the return on investment. Participants will learn about the different ways to evaluate and use results of training.

Objectives: 1) Understand Kolb’s learning styles and learning cycle; 2) Understand Kirkpatrick’s levels of evaluation; 3) Be familiar with many types of evaluation tools, including goal setting, tests, reactionary sheets, interviews, observations, hip-pocket assessments, skill assessments, and learning journals; 4) Understand when to use each type of evaluation tool; 5) Be able to perform a needs assessment; 6) Know how to write learning objectives and link them to evaluation; 7) Be able to write an evaluation plan to evaluate learning at each stage of the training and far beyond; 8) Know how to identify the costs, benefits, and return on investment of training; and 9) Be familiar with the parts of a business case.

Outline: 1) Kolb’s Learning Styles; 2) Kirkpatrick’s Levels of Evaluation; 3) Types of Measurement Tools; 4) Focusing the Training; 5) Creating an Evaluation Plan; 6) Assessing Learning before Training; 7) Assessing Learning during Training; 8) Assessing Learning after Training; 9) The Long Term View; and 10) Calculating the Return on Investment (ROI).

Participants will learn to effectively manage their image and value by forming solid networks through strategic communication planning. Effective networking is essential for day-to-day business or for those times when you are actively pursuing job opportunities. This course is designed to provide practical and hands-on tools that will provide participants with skills related to the media and public. Media and public relations are the most successful method of communicating the value of an organization. Furthermore, good networking skills enable an organization to tap into and develop relationships. The larger the scope, the more people who know about an organization.

Objectives: 1) Network for success; 2) Manage “Meet and Great” opportunities; 3) Dress for success; 4) Write effectively; 5) Set goals; 6) Manage media relations; 7) Plan issue and crisis communication; 8) Use social media; and 9) Deliver effective employee communication.

Outline: 1) Networking for Success; 2) The Meet and Greet; 3) Dressing for Success; 4) Writing; 5) Setting Goals; 6) Media Relations; 7) Issues and Crisis Communication Planning; 8) Social Media (The PR Toolkit); and 9) Employee Communications.

This course is designed to provide participants with the basic tools that they need to initiate and manage their meetings. They will learn planning and leading techniques that will give them the confidence to run a meeting that will engage the attendees and leave a positive and lasting impression. Participants will learn skills for planning and implementing a successful meeting. This course explores how to reduce waste and make meetings more efficient.

Objectives: 1) Planning and Preparing; 2) Identifying the Participants; 3) How to choose the time and place; 4) How to create the agenda; 5) How to set up the meeting space; 6) How to incorporate your electronic options; 7) Meeting Roles and Responsibilities; 8) Use an agenda; 9) Chairing a Meeting; 10) How to deal with disruptions; 11) How to professionally deal with personality conflicts; 12) How to take minutes; and 13) How to make the most of your meeting using games, activities and prizes.

Outline: 1) Planning and Preparing; 2) Setting up the Meeting Space; 3) Electronic Options; 4) Meeting Roles and Responsibilities; 5) Chairing a Meeting; 6) Dealing with Disruptions; 7) Taking Minutes; and 8) Making the Most of Your Meeting.

Traditionally, middle managers make up the largest managerial layer in an organization. The middle manager is responsible to those above and below them. They head a variety of departments and projects. In order for an organization to operate smoothly, it is essential for middle managers to be committed to the goals of the organization and understands how to effectively execute those goals. They collaborate with a majority of an organization and how they manage has an impact throughout the organization.

Objectives: 1) Define management; 2) Understand ethics in the workplace; 3) Manage information and make decisions; 4) Be familiar with the control process; 5) Use organizational strategies to facilitate change; 6) Create structures and processes to manage teams; and 7) Manage as a leader.

Outline: 1) Introduction to Management; 2) Ethics and Social Responsibility; 3) Managing Information; 4) Decision-Making; 5) Control; 6) Organizational Strategy; 7) Innovation and Change; 8) Organizational Structures and Process; 9) Managing Teams; and 10) Motivation and Leadership.

Onboarding new employees is a secure investment that will assist newly hired employees in developing their skills, knowledge, and value within an organization. It will help match the technically skilled millennial workforce with new and emerging needs of an organization. Millennial onboarding is a specialized type of employee onboarding. With millennials, there appears to be a need to modify current onboarding processes to better suit the needs of the organization and new-hire millennials. The onboarding phase is a critical time for new-hires and the organization, so having a relevant and structured set of procedures will make this phase smoother and more successful.

Objectives: 1) Define onboarding; 2) Discuss the characteristics of Millennials; 3) Create an onboarding process for Millennials; 4) Develop action plans for working with Millennials; and 5) Learn from introspection.

Outline: 1) Purpose of Onboarding; 2) Introduction; 3) Millennials and Onboarding; 4) Onboarding Checklist; 5) Engaging the Millennial Employee; 6) Following Up With the Millennial Employee; 7) Setting Expectations with the Millennial Employee; 8) Mentoring the Millennial; 9) Assigning Work to the Millennial Employee; and 10) Providing Feedback.

Everyone can always use some inspiration and motivation. Learn to target the unique ways each team member is motivated. Finding the right incentive for each member. Improve communication, mentoring, and developing the right incentives. Learn to develop the most appropriate environment that will motivate, shape, and develop a sales team with the right attitude and healthy competition. Increase performance and productivity by having the best sales team possible.

Objectives: 1) Discuss how to create a motivational environment; 2) Understand the importance of communication and training in motivating sales teams; 3) Determine steps your organization can take to motivate sales team members; 4) Understand the benefits of tailoring motivation to individual employees; and 5) Apply the principles of fostering a motivational environment to your own organization.

Outline: 1) Create a Motivational Environment; 2) Communicate to Motivate; 3) Train Your Team; 4) Emulate Best Practices; 5) Provide Tools; 6) Find Out What Motivates Employees; 7) Tailor Rewards to the Employee; 8) Create Team Incentives; 9) Implement Incentives; and 10) Recognize Achievements.

Multi-level marketing, also known as MLM, is a business marketing strategy that many organizations use to encourage current agents to perform while growing the team at the same time by recruiting and training new agents. This strategy helps boost sales by the primary agents and new recruits. Participants will learn to discover how multi-level marketing functions and how to effectively source agents. For many organizations, it proves to be valuable for building revenue and marketing and networking circles.

Objectives: 1) Know how multi-level marketing works; 2) Build contacts; 3) Recruit new agents; 4) Be familiar with social media and marketing; and 5) Provide training for recruits.

Outline: 1) How Does Multi-Level Marketing Work; 2) Building a Contact List; 3) Recruiting New Agents; 4) Training MLM Agents; 5) Sponsorship/Mentorship; 6) Provide Marketing Presentation Training; 7) Provide Social Media Training; 8) Provide Training in Recruitment; and 9) Provide Ethics Training.

Although people often think of boardrooms, suits, and million dollar deals when they hear the word negotiation, the truth is that we negotiate all the time. Participants will learn to understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating. This course provides participants with a sense of understanding their opponent and have the confidence to not settle for less than they feel is fair. Participants will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future.

Objectives: 1) Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating; 2) Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA; 3) Lay the groundwork for negotiation; 4) Identify what information to share and what to keep to yourself; 5) Understand basic bargaining techniques; 6) Apply strategies for identifying mutual gain; 7) Understand how to reach consensus and set the terms of agreement; 8) Deal with personal attacks and other difficult issues; 9) Use the negotiating process to solve everyday problems; and 10) Negotiate on behalf of someone else.

Outline: 1) Understanding Negotiation; 2) Getting Prepared; 3) Laying the Groundwork; 4) Phase One — Exchanging Information; 5) Phase Two — Bargaining; 6) About Mutual Gain; 7) Phase Three — Closing; 8) Dealing with Difficult Issues; 9) Negotiating Outside the Boardroom; and 10) Negotiating on Behalf of Someone Else.

Most people are aware of external networking but it is equally important to practice internal networking. Participants will learn how internal networking is changing the workforce. And participants will learn new perspectives through the benefits resulting from developing internal connection.

Objectives: 1) Define networking; Understand networking principles; 2) Use networking tools; 3) Avoid common mistakes; 4) Understand how to build relationships; and 5) Manage time successfully.

Outline: 1) The Benefits of Networking at Work; 2) Networking Obstacles; 3) Networking Principles; 4) How to Build Networks; 5) Recognize Networking Opportunities; 6) Common Networking Mistakes; 7) Develop Interpersonal Relationships; 8) Online Networking Tools; 9) Time Management; and 10) Maintaining Relationships Over Time.

Networking – according to Merriam Webster is “the exchange of information or services among individuals, groups, or institutions; specifically: the cultivation of productive relationships for employment or business”. Participants will learn to begin to see how important it is to develop a core set of networking skills. By managing and looking at the way people interact and seeing things in a new light, participants will improve almost every aspect of their networking strategy.

Objectives: 1) Identify and avoid obstacles; 2) Implement networking principles; 3) Use online tools; 4) Prioritize contacts; and 5) Manage networks effectively.

Outline: 1) The Benefits of Networking Outside of Work; 2) Networking Obstacles; 3) Networking Principles; 4) Why Network; 5) How to Build Networks; 6) Online Networking Tools; 7) Develop Interpersonal Relationships; 8) Common Networking Mistakes; 9) Time Management; and 10) Manage Personal and Professional Networks.

Productivity of an organization begins with the health of its employees. While it is not always possible to eliminate sickness, with the proper tools, reducing the illness and its effects may be achieved. Learn what it takes to help keep employees healthy.

Objectives: 1) Identify common illnesses; 2) Understand how they spread; 3) Recognize symptoms; 4) Apply treatment and prevention techniques; and 5) Establish an Emergency Response Plan.

Outline: 1) Common Winter Illnesses; 2) Cold / Cold Sores; 3) Influenza; 4) Pneumonia; 5) Sore Throat / Strep Throat; 6) Norovirus / Viral Gastroenteritis; 7) Keeping Your Office Clean; 8) Stay/Go Home; and 9) Emergency Response Plan (ERP).

Working with different personalities, opinions, backgrounds, and values is a challenge in any environment. It is an inevitable fact that when people are working together personalities can and will clash. No one is an island, so working together as a team is incredibly important for the organization and every employee. Office politics it is about creating and maintaining better relationships. It is about communicating and working with your others in a way that is mutually beneficial. Employees who understand the positive aspects of diverse personalities are better team members and end up being more successful and productive.

Objectives: 1) Understand the purpose and benefits of office politics; 2) Setting boundaries and ground rules for new employees; 3) Learn to interact and influence among colleagues; 4) Learn how to manage various personality types in the office; 5) Determine how to gain support and effectively network; and 6) Recognize how you are a part of a group and how you function.

Outline: 1) New Hires; 2) It’s About Interacting and Influencing; 3) Dealing with Rumors, Gossip, and Half - Truths; 4) Office Personalities; 5) Getting Support for Your Projects; 6) Conflict Resolution; 7) Ethics; 8) You Are Not an Island; and 9) Social Events Outside of Work.

Developing good organizational skill is an investment that will provide benefits for years. To be successful means to be organized. These skills filter through all aspects of professional and personal lives. Every day people waste numerous amounts of time looking for items. So stop looking for those important items, and start knowing where they are by getting organized.

Objectives: 1) Examine current habits and routines that are not organized; 2) Learn to prioritize your time schedule and daily tasks; 3) Determine ways of storing information and supplies; 4) Learn to organize personal and work space; 5) Learn to resist procrastination; and 6) Make plans to stay organized in the future.

Outline: 1) Remove the Clutter; 2) Prioritize; 3) Scheduling Your Time; 4) To Do Lists; 5) Paper and Paperless Storage; 6) Organization in Your Work Area; 7) Tools to Fight Procrastination; 8) Organizing Your Inbox; 9) Avoid the Causes of Disorganization; and 10) Discipline is the Key to Stay Organized.

Participants will learn to use Outlook to enhance professional correspondence, create calendars, and schedule appointments. Participants will learn to create and edit professional-looking email messages, maintain calendars across time zones, and schedule tasks for a variety of purposes and situations including marketing campaigns, planning staff meetings, and assigning action items from those meetings.

Objectives: 1) Connect one or more email accounts; 2) Preview, read, reply to and forward messages; 3) Process, create, format and check messages; 4) Use advanced message options; 5) Organize messages; 6) Use signatures and stationary; 7) Automate replies and organization; 8) Clean up and archive messages; 9) Create, organize and manage calendars, appointments, meetings and events; 10) Create and manage notes and tasks; 11) Create and manage contacts and contact groups; 12) Customize the Outlook environment settings; 13) Print and save Information; and 14) Perform search operations in Outlook.

Outline: 1) Communicate with Email; 2) Manage Messages; 3) Manage Schedules; 4) Manage Contacts and Groups; and 5) Manage the Outlook Environment.

Experiencing a sales objection can be disheartening. Participants will learn ways to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit. Overcoming sales objections is a part of the sales process. It leads to new opportunities. It produces opportunities for new sales and ways to establish relationships with new clients.

Objectives: 1) Understand the factors that contribute to customer objections; 2) Define different objections; 3) Recognize different strategies to overcome objections; 4) Identify the real objections; 5) Find points of interest; and 6) Learn how to deflate objections and close the sale.

Outline: 1) Three Main Factors; 2) Seeing Objections as Opportunities; 3) Getting to the Bottom; 4) Finding a Point of Agreement; 5) Have the Client Answer Their Own Objection; 6) Deflating Objections; 7) Unvoiced Objections; 8) The Five Steps; 9) Dos and Don'ts; and 10) Sealing the Deal.

Performance management is making sure that employees and the organization are focused on the same priorities. It touches on the organization itself by improving production and reducing waste. It helps employees set and meet their goals and improves the employee-manager relationship. The key to keeping an organization and employee aligned, which improves performance and productivity, is performance management. When changes occur, performance management helps make the transition be smoother and less hectic. It helps the organization and employee have a streamlined relationship, which improves communication and interactions between the two groups.

Objectives: 1) Define performance management; 2) Understand how performance management works and the tools to make it work; 3) Learn the three phases of project management and how to assess it; 4) Discuss effective goal-setting; 5) Learn how to give feedback on performance management; 6) Identify Kolb’s Learning Cycle; 7) Recognize the importance of motivation; and 8) Develop a performance journal and performance plan.

Outline: 1) The Basics; 2) Goal Setting; 3) Establishing Performance Goals; 4) 360 Degree Feedback; 5) Competency Assessments; 6) Kolb's Learning Cycle; 7) Motivation; 8) The Performance Journal; and 9) Creating a Performance Plan.

Personal branding is identifying your assets, characteristics, strengths, and skills as an individual. Branding is a mix of how you present yourself and how others see you. It is important to be aware of how you are viewed. Participants will learn to share their vision and passions with others in an organization.

Objectives: 1) Define your image; 2) Control your image; 3) Understand how to sharpen your brand; 4) Use social media appropriately; 5) Manage your brand in a crisis; and 6) Develop a professional appearance.

Outline: 1) Defining Yourself; 2) Controlling and Developing Your Image; 3) Personal and Professional Influences; 4) Sharpening Your Brand; 5) Appearance Matters; 6) Social Media; 7) Brand Management During a Crisis; and 8) Branding Personality Traits.

Most people find that they wish they had more time in a day. This course teaches participants how to organize their lives and find those hidden moments. Participants will learn how to establish routines, set goals, create an efficient environment, and use time-honored planning and organizational tools to maximize their personal productivity. Some people blame everything that goes wrong in their life on something or someone else. Participants will learn to take ownership and lead more productive lives.

Objectives: 1) Set and evaluate SMART goals; 2) Use routines to maximize their productivity; 3) Use scheduling tools to make the most of their time; 4) Stay on top of their to-do list; 5) Start new tasks and projects on the right foot; 6) Use basic project management techniques; 7) Organize their physical and virtual workspaces for maximum efficiency; 8) Take back time from e-mail and handheld devices; and 9) Beat procrastination.

Outline: 1) Setting SMART Goals; 2) The Power of Routines; 3) Scheduling Yourself; 4) Keeping Yourself on Top of Tasks; 5) Tackling New Tasks and Projects; 6) Using Project Management Techniques; 7) Creating a Workspace; 8) Organizing Files and Folders; 9) Managing E-Mail; 10) Tackling Procrastination.

Participants will learn to create, edit, and enhance slideshow presentations to create professional-looking sales presentations, employee training, instructional materials, and kiosk slideshows.

Objectives: 1) Create Presentations from scratch or templates; 2) Insert and format slides, handouts and notes; 3) Change Presentation views and configurations; 4) Insert and work with text, pictures, audio and video; 5) Work with tables, charts, and SmartArt; 6) Use transitions and animations; 7) Prepare for a presentation, including the slide size, narration, and timing; and 8) Manage multiple presentations.

Outline: 1) Create and Manage Presentations; 2) Insert and Format Text, Shapes and Images; 3) Insert Tables, Charts, SmartArt, and Media; 4) Apply Transitions and Animations; and 5) View Slideshows and Work with Multiple Presentations.

Many studies have found that public speaking is the number one fear amongst most people, outranking flying, snakes, insects, and even death. Ironically, it is also one of the skills that can make or break a person's career. This course provides participants with presentation skills such as creating a compelling program, using various types of visual aids, and engaging the audience.

Objectives: 1) Perform a needs analysis and prepare an outline; 2) Select presentation delivery methods; 3) Practice verbal and non-verbal communication skills; 4) Knock down nervousness; 5) Develop and use flip charts with color; 6) Create targeted PowerPoint presentations; 7) Utilize white boarding for reinforcement; and 8) Describe how video and audio enhance a presentation and list criteria for determining what types to use; and Enrich the learning experience with humor, questions, and discussion.

Outline: 1) Creating the Program; 2) Choosing Your Delivery Methods; 3) Verbal Communication Skills; 4) Non-Verbal Communication Skills; 5) Overcoming Nervousness; 6) Creating Fantastic Flip Charts; 7) Creating Compelling PowerPoint Presentations; 8) Wow ‘Em with the Whiteboard; 9) Vibrant Videos and Amazing Audio; and 10) Pumping it Up a Notch.

This course defines the ten knowledge areas of project management as well as outline processes, specific steps, and examples associated with them.

Objectives: 1) Define projects, project management, and project managers; 2) Identify the five process groups and nine knowledge areas as defined by the PMI; 3) Describe the triple constraint; 4) Perform a project needs assessment and write goals, requirements, and deliverables; 5) Create key project documents; 6) Build a project schedule by estimating time, costs, and resources; 7) Understand and use the work breakdown structure; 8) Create project planning documents, such as a schedule, risk management plan, and communication plan; 9) Use planning tools, including the Gantt chart, network diagram, and RACI chart; 10) Establish and use baselines; 11) Monitor and maintain the project; and 12) Perform basic management tasks, including leading status meetings and ensuring all documents are complete at the end of the project.

Outline: 1) Project Integration Management; 2) Project Scope Management; 3) Project Schedule Management; 4) Project Cost Management; 5) Project Quality Management; 6) Project Resource Management; 7) Project Communications Management; 8) Project Risk Management; 9) Project Procurement Management; and 10) Project Stakeholder Management.

A good proposal doesn't just outline what product or service would like to be created or delivered. It's a means for the reader to perceive that it is the only logical choice. Participants will learn to explore the proposal writing process including the most common types of proposals. Participants will learn the steps of the proposal writing process, from understanding why they are writing a proposal; to gathering information; to writing and proofreading; through creating the final, professional proposal.

Objectives: 1) Identify the purpose of a proposal; 2) Identify different types of proposals; 3) Identify and perform the steps in the proposal writing process; 4) Perform a needs analysis and write a goal statement; 5) Prepare a proposal outline; 6) Improve their writing skills with a variety of techniques; 7) Use appropriate resources and ghosting to build a strong case; 8) Add illustrations to their proposal; 9) Proofread and edit their proposal; and 10) Add the finishing touches to create a professional-looking final product.

Outline: 1) Understanding Proposals; 2) Beginning the Proposal Writing Process; 3) Preparing An Outline; 4) Finding Facts; 5) Writing Skills; 6) Writing the Proposal; 7) Checking for Readability; 8) Proofreading and Editing; and 9) Adding the Final Touches.

Prospecting and lead generation is the method of making links that may lead to sales or other promising results. The leads may come from various sources or undertakings, for example, through internet, personal referrals, telephone calls, advertisements, events, etc. Participants will learn to begin to see how important it is to develop a core set of sales skills. By managing and looking at the way people interact and seeing things in a new light, participants will improve on almost every aspect of their sales strategy.

Objectives: 1) Identify prospects; 2) Implement both traditional and new marketing methods; 3) Use the pipeline effectively; 4) Educate customers; and 5) Track activity and make adjustments as needed.

Outline: 1) Prospecting; 2) Traditional Marketing Methods; 3) New Marketing Methods; 4) Generating New Leads; 5) Avoid Common Lead Generation Mistakes; 6) Educate Prospects; 7) The Pipeline; 8) Follow up Communication; 9) Track Activity; and 10) Create Customers.

Many people list public speaking as among their biggest fears. Forget about the fear of small spaces, darkness, and spiders, the fear of standing up in front of a crowd and talking is far more terrifying! Participants will learn to become more confident and relaxed in front of an audience which will translate into a successful speaking event. Mastering this fear and getting comfortable speaking in public can be a great boost to the ego, not to mention a huge benefit to your career. Participants will learn basic public speaking skills, including in-depth information on developing an engaging program and delivering presentations with power.

Objectives: 1) Identify their audience; 2) Create a basic outline; 3) Organize their ideas; 4) Flesh out their presentation; 5) Find the right words; 6) Prepare all the details; 7) Overcome nervousness; 8) Deliver a polished, professional speech; and 9) Handle questions and comments effectively.

Outline: 1) Identifying Your Audience; 2) Creating a Basic Outline; 3) Organizing the Program; 4) Fleshing It Out; 5) Putting It All Together; 6) Being Prepared; 7) Overcoming Nervousness; 8) Delivering Your Speech; and 9) Questions and Answers.

When you learn to accept the differences between the values and perspectives of others, then all of you grow as a team. It is the responsibility of everyone to be respectful and address conflict in a positive manner. This course teaches skills that help empower participants to recognize behaviors that influence performance. A respectful workplace promotes integrity, professionalism, good communication, and recognition.

Objectives: 1) Have a clear understanding of respect and self-respect; 2) Choose appropriate emotional responses; 3) Develop respectful communication approaches; 4) Understand how to build a respectful workplace, and the importance of team contribution; 5) Understand policies on respect, and the many benefits; and 6) Focus on building an inclusive work environment.

Outline: 1) What is Respect?; 2) The Respectful Employee; 3) Disrespectful Behavior; 4) Managing Emotions; 5) Respectful Communication Approaches; 6) The Inclusive Mindset; 7) Employee Recognition; 8) The R’s of Respect; 9) Building a Respectful Workplace; and 10) Benefits to the Business.

It is not possible to control or manage 100% of risk, but knowing what do before, during, and after an event will mitigate the damage and harm. Identifying potential hazards and risks and making it part of the day to day business is important. Safety should be the first priority as every organization must face the reality of risks and hazards. Participants will learn to be more aware of hazards and risks that they may not have realized were around their workplace. Identifying hazards through proper procedures will provide participants with the ability to prevent accidents before they occur.

Objectives: 1) Identify hazards and risks; 2) Update control measures; 3) Grasp the fundamentals of accident reports; 4) Identify risk management techniques; 5) Outline a disaster recovery plan; and 6) Communicate to the organization.

Outline: 1) Identifying Hazards and Risks; 2) Seeking Out Problems Before They Happen; 3) Everyone’s Responsibility; 4) Tracking and Updating Control Measures; 5) Risk Management Techniques; 6) General Office Safety and Reporting; 7) Business Impact Analysis; 8) Disaster Recovery Plan; and 9) Summary of Risk Assessment.

Workplace safety is the responsibility of everyone in an organization. Organizations have legal obligations to meet certain safety requirements, but many go further than just the minimum. Safety standards and procedures must be put in place and everyone needs to follow them. This course reviews common hazards and safety techniques to develop a safety policy. Learn to identify and anticipate hazards in order to help prevent injuries and keep employees safe.

Objectives: 1) Define workplace safety; 2) Understand legal responsibilities associated with a safe work environment; 3) Create a safety plan and identify hazards; 4) Recognize the role of management; 5) Develop training procedures; and 6) Learn how to implement a safety plan.

Outline: 1) An Overview; 2) Types of Hazards; 3) Managers Role; 4) Training; 5) Stress Management; 6) Workplace Violence; 7) Identifying Your Company Hazards; 8) Drug & Alcohol Abuse; 9) Writing the Safety Plan; and 10) Implement the Plan.

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires convincing someone with potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money. Participants will learn the about the basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale. Participants will learn to become more confident, handle objections, and how to be a great closer.

Objectives: 1) Understand the language of sales; 2) Prepare for a sales opportunity; 3) Begin the discussion on the right foot; 4) Make an effective pitch; 5) Handle objections; 6) Seal the deal; 7) Follow up on sales; 8) Set sales goals; 9) Manage sales data; and 10) Use a prospect board.

Outline: 1) Understanding the Talk; 2) Getting Prepared to Make the Call; 3) Creative Openings; 4) Making Your Pitch; 5) Handling Objections; 6) Sealing the Deal; 7) Following Up; 8) Setting Goals; 9) Managing Your Data; and 10) Using a Prospect Board.

Leadership is natural for some and learned for others. It is important to remember that you must lead yourself before you try to lead others. Take the time to motivate yourself and realize that you can do it. Discover how to be a better leader for yourself and others.

Objectives: 1) Understand what self-leadership is; 2) Motivate yourself; 3) Set goals; 4) Reward yourself when positive things happen; and 5) Think positively.

Outline: 1) What Is Self-Leadership?; 2) Motivators; 3) Behavior Focus; 4) Natural Rewards; 5) Constructive Thinking; 6) Well-Being, 7) Individuality; and 8) Personal Application.

Servant leadership is a philosophy that focuses on others in order to improve professional relationships that benefit the organization. Servant leadership improves confidence and success throughout an organization.

Objectives: 1) Define servant leadership; 2) Know the characteristics of servant leadership; 3) Recognize the barriers of servant leadership; 4) Learn to be a mentor and a motivator; and 5) Practice self-reflection.

Outline: 1) What is Servant Leadership?; 2) Leadership Practices; 3) Share the Power; 4) Characteristics of a Servant Leader; 5) Barriers to Servant Leadership; 6) Building a Team Community; 7) Be a Motivator; 8) Be a Mentor; 9) Training Future Leaders; and 10) Self-Reflection.

Social intelligence is about understanding your environment and having a positive influence. Participants will learn to become more confident in their social situations by learning how to express and interrupt social cues. They will create positive connections and increase their influence during social situations. Increasing social intelligence will provide benefits throughout their professional and personal lives. It is also useful for coaching and development as participants learn more “people skills”. Participants will improve their social skills through active listening, understanding body language, and empathy.

Objectives: 1) Be aware of our own behaviors; 2) Learn to be empathetic with others; 3) Know tools for active listening; 4) Effectively communicate interpersonally; 5) Recognize various social cues; 6) Determine appropriate conversation topics; and 7) Know various forms of body language.

Outline: 1) Increase Your Self Awareness; 2) The Keys to Empathy; 3) Active Listening; 4) Insight on Behavior; 5) Communication; 6) Social Cues; 7) Conversation Skills; 8) Body Language; and 9) Building Rapport.

Social learning is an effective way to train employees through modeling positive behaviors. It is a great way to promote cohesion and involvement as it builds a culture of learning. Participants will learn ways to conduct role playing, share best practices, and provide constant and immediate feedback. Participants will learn to create learning communities that benefit the entire organization. They will learn new behaviors through observation and modeling and be instilled with a passion for learning.

Objectives: 1) Define and use social learning; 2) Identify social learning tools; 3) Manipulate group dynamics and culture; 4) Craft and lead role play scenarios; 5) Practice being a role model; and 6) Understand modeling and observation.

Outline: 1) Setting the Right Group Dynamic; 2) Develop a Social Learning Culture at Work; 3) Role Playing; 4) Utilizing the Right Tools; and 5) Modeling and Observational Learning.

We are flooded with social media invitations and updates. Web-based communication icons like Twitter, Facebook, YouTube, and LinkedIn are dominating the way we interact with each other. People are feeling the need to be updated at all times. It has become a time-eater and businesses are quickly becoming aware of the drain it can have on productivity. People love to share, but they need to know what is alright to share and what should not be sent out. Understanding social media is about communicating the right way. We are beginning to communicate more through electronic means than face to face. Talking on a phone has been replaced more and more with SMS (texting.) Social media channels are becoming the main form of communication and participants will realize how social media and the workplace can work together.

Objectives: 1) Learn the meaning of social media; 2) Learn different ways social media is used and altered; 3) Build and maintain a social media policy; 4) Keeping your social media secure; 5) Establishing rules for the social media the company posts; and 6) Discover the benefits and pitfalls of using social media.

Outline: 1) What is Social Media?; 2) Defining Your Social Media Policy; 3) Creating a Living Document; 4) Keeping an Eye on Security; 5) Rules to Follow When Posting; 6) Benefits of Social Media; 7) The Pitfalls of Social Media; and 8) Listen to Your Customers.

Social media is so enmeshed in the way that we communicate, that organizations have almost no choice but to engage social media as part of their marketing strategy. Before implementing any social media strategies, organizations should take the time to understand the benefits as well as the risks of using different social media platforms to reach current and potential customers. Participants will learn to discover how to effectively use social media marketing and its pros and cons.

Objectives: 1) Understand different social media platforms; 2) Identify audience; 3) Monitor and measure performance; and 4) Consider pros and cons before making decisions.

Outline: 1) Facebook; 2) YouTube; 3) Twitter; 4) LinkedIn; 5) Google+; 6) Pinterest; 7) Tumblr; 8) Flickr; 9) Snapchat; and 10) Instagram.

Positive and negative stress is a constant influence on all of our lives. The trick is to maximize the positive stress and to minimize the negative stress. Participants will learn how stress can be positive and negative by using the Triple A approach. Participants will learn other skills to address stressful situations including use of routines, relaxation techniques, and a stress log system. Participants will also learn to understand what lifestyle elements they can change to reduce stress.

Objectives: 1) Identify the best approach to a stressful situation (Alter, Avoid, or Accept); 2) Understand what lifestyle elements you can change to reduce stress; 3) Use routines to reduce stress; 4) Use environmental and physical relaxation techniques; 5) Better cope with major events; and 6) Use a stress log to identify stressors and create a plan to reduce or eliminate them.

Outline: 1) Understanding Stress; 2) Creating a Stress-Reducing Lifestyle; 3) Altering the Situation; 4) Avoiding the Situation; 5) Accepting the Situation; 6) Using Routines to Reduce Stress; 7) Environmental Relaxation Techniques; 8) Physical Relaxation Techniques; 9) Coping with Major Events; and 10) Our Challenge to You.

This course helps supervisors learn to become more efficient and proficient with information on delegating, managing time, setting goals and expectations, providing feedback, resolving conflict, and administering discipline.

Objectives: 1) Define requirements for particular tasks; 2) Set expectations for your staff; 3) Set SMART goals for yourself; 4) Help your staff set SMART goals; 5) Assign work and delegate appropriately; 6) Provide effective, appropriate feedback to your staff; 7) Manage your time more efficiently; 8) Help your team resolve conflicts; 9) Understand how to manage effectively in particular situations; and 10) Understand what a new supervisor needs to do to get started on the right path.

Outline: 1) Setting Expectations; 2) Setting Goals; 3) Assigning Work; 4) Degrees of Delegation; 5) Implementing Delegation; 6) Providing Feedback; 7) Managing Your Time; 8) Resolving Conflict; 9) Tips for Special Situations; and 10) A Survival Guide for the New Supervisor.

Supply chain management improves the coordination and relationship between suppliers, producers, and customers. It must be kept at a high level of organization to be successful. Goods and services are now pieced together from all over the world, and this process can be hectic and complicated if not managed correctly. With supply chain management, your organization and employees will be on target to lower costs, improving efficiency, and increase customer satisfaction. This course will provide participants with a better understanding of how supply chain management can improve and help almost any type of organization.

Objectives: 1) Take a look at inventory management; 2) Study supply chain groups; 3) Review tracking and monitoring methods; 4) Examine supply chain event management; 5) Comprehend the flows of supply chain management and data warehouses; 6) Understand the levels of supply chain management and their effects; and 7) Identify how supply chain management relates to: Customer satisfaction, Improving performance, Lowering costs, and Product development.

Outline: 1) Why Supply Chain Management?; 2) Key Terms; 3) Three Levels of Supply Chain Management; 4) Five Stages of Supply Chain Management; 5) The Flows of Supply Chain Management; 6) Inventory Management; 7) Supply Chain Groups; 8) Tracking and Monitoring; and 9) Supply Chain Event Management.

Taking the initiative is a crucial step in moving forward in your professional and personal lives. Showing initiative reflects you in a positive light to others as well as builds your self-esteem. If you want something to happen, you need to make it happen. That is what initiative is all about. Take opportunities and run with them. Do not let excuses cause you to miss out on amazing opportunities. See what you want, believe what you want, and make it happen. Participants will learn what initiative is, how to take it on, the advantages of it, and when to know your place.

Objectives: 1) Discuss the benefits of teamwork; 2) Understand the importance of intentionally fostering teamwork; 3) Determine strategies your organization can take to build teams; 4) Understand the benefits of games and social activities in building a team; and 5) Apply the principles of team building to your own organization.

Outline: 1) What is Initiative?; 2) Take a Chance; 3) Recognize When You Can Step In; 4) Recognize When You Can Go Outside the Normal; 5) Weighing the Consequences; 6) Good or Bad; 7) Confidence; 8) Find Opportunities; 9) Be Persistent; and 10) Balance Initiative and Restraint.

Talent management is an investment. Every organization wants the best and brightest employees. Talent management provides a means of reducing costs by developing and attracting a more skilled workforce.

Objectives: 1) Define talent and talent management; 2) Understand the benefits of talent management; 3) Recognize performance management and ways to review talent; 4) Identify employee engagement; 5) Create assessments and training programs; and 6) Learn how to improve employee retention.

Outline: 1) Defining Talent; 2) Understanding Talent Management; 3) Performance Management; 4) Talent Reviews; 5) Succession & Career Planning; 6) Engagement; 7) Competency Assessments; 8) Coaching, Training & Development; 9) Dos and Don'ts; and 10) Employee Retention.

Team building is an important part of the work experience. It is not only applicable to your work life, but also transfers over to your personal and social life. When working with a team, it is important to fully engage yourself. One should take the time and proper steps, to become the best team member they can be. Participants will learn the importance and benefits of team building. Participants will gain a new perspective on teamwork and become a valuable member to any team.

Objectives: 1) Identify what initiative looks like; 2) Recognize when you can take steps outside the normal; 3) Build confidence for themselves; 4) Learn to find opportunities; 5) Learn good and bad aspects of initiative; and 6) Balance initiative and restraint.

Outline: 1) What Are the Benefits of Team Building?; 2) Types of Team Building Activities; 3) Games; 4) More Team Building Games; 5) Activities; 6) More Team Building Activities; 7) Social Gatherings; 8) Common Mistakes When Team Building; 9) Formatting a Team Building Plan; and 10) Evaluate.

Teams are unavoidable in any organization. The key to successful team building is addressing the importance of chemistry between team members. It is not enough to have a group of people work on a project; people have to connect and balance each other. By staying aware of the chemistry as you build the group, you will increase the chance of avoiding pitfalls and developing a sense of unity. Participants will discover the specifics of how building a team through chemistry will lead to success.

Objectives: 1) Understand the team development model; 2) Identify team chemistry; 3) Create vision and goals; 4) Appreciate diversity; and 5) Manage conflict.

Outline: 1) Understanding Teams; 2) Team Development Model; 3) Chemistry in Teams; 4) Diversity; 5) Vision and Goals; 6) Roles; 7) Leadership Functions; 8) Develop Cohesion; 9) Build Relationships; and 10) Direction of Team.

This course encourages participants to explore the different aspects of a team and ways that they can become a top-notch team performer. Participants will learn about the details and concepts of what makes up a team and what factors into being a successful team and team member.

Objectives: 1) Describe the concept of a team, and its factors for success; 2) Explain the four phases of the Tuckman team development model and define their characteristics; 3) List the three types of teams; 4) Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing); 5) Discuss the uses, benefits and disadvantages of various team-building activities; 6) Describe several team-building activities that you can use, and in what settings; 7) Follow strategies for setting and leading team meetings; 8) Detail problem-solving strategies using the Six Thinking Hats model -- and one consensus-building approach to solving team problems; and 9) List actions to do -- and those to avoid -- when encouraging teamwork.

Outline: 1) Defining Success; 2) Types of Teams; 3) The First Stage of Team Development – Forming; 4) The Second Stage of Team Development – Storming; 5) The Third Stage of Team Development – Norming; 6) The Fourth Stage of Team Development – Performing; 7) Team Building Activities; 8) Making the Most of Team Meetings; 9) Solving Problems as a Team; and 10) Encouraging Teamwork.

The meaning of telephone etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. Participants will learn to begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career.

Objectives: 1) Understand the importance and legal responsibilities of safety; 2) Perform risks assessments; 3) Establish a safety program; 4) Monitor safety; and 5) Communicate safety policies.

Outline: 1) Aspects of Phone Etiquette; 2) Using Proper Phone Language; 3) Eliminate Phone Distractions; 4) Inbound Calls; 5) Outbound Calls; 6) Handling Rude or Angry Callers; 7) Handling Interoffice Calls; 8) Handling Voicemail Messages; 9) Methods of Training Employees; and 10) Correcting Poor Telephone Etiquette.

The cloud has become a vital component for business as technology becomes more and more embedded in everyday life. Every leader should understand the cloud and how it functions including the potential dangers and pitfalls associated with the cloud. Knowledgeable monitoring and maintenance may be the difference between the success and failure of using this the cloud. Participants will learn to discover the specifics of how to use the cloud to improve the success of an organization.

Objectives: 1) Understand what the cloud is; 2) Recognize risks and benefits; 3) Communicate effectively; 4) Employ business processes; and 5) Monitor performance.

Outline: 1) The Cloud; 2) Models for Business; 3) Advantages; 4) Address Risks; 5) Security; 6) Device Management; 7) Service Oriented Architecture; 8) Business Processes; 9) Standards; and 10) Monitoring.

Learn how to sell more successfully. Learn to communicate better with customers, build lead lists, and sell services. Participants will learn how to develop the traits that will make them more successful sales people and how to build positive, long lasting relationships with their customers!

Objectives: 1) Learn how to develop effective traits; 2) Learn how to “know” your clients better; 3) Better represent the product/service; 4) Cultivate effective leads; 5) Sell with authority; and 6) Learn how to build trusting, long term relationships with customers.

Outline: 1) Effective Traits; 2) Know Clients; 3) Product; 4) Leads; 5) Authority; 6) Build Trust; 7) Relationships; 8) Communication; 9) Self-Motivation; and 10) Goals.

Deciding to attend a trade show is a large investment for any organization. Preparation is essential ... it’s better not to go to a trade show than to go unprepared. Every visitor becomes an ambassador for your organization. Trade show attendees usually plan a list of whom they're going to visit before ever entering the convention center doors, make sure your organization is on that list. One of the more basic statistics is that there is potential for it to cost half as much to close a sale made at a trade show as one obtained through any other means.

Objectives: 1) Recognize effective ways of preparing for a trade show; 2) Know essential points to setting up a booth; 3) Know the Dos and Don’ts behaviors during the show; 4) Acknowledge visitors and welcome them to the booth; 5) Engage potential customers and work towards a sale; and 6) Wrap up the trade show and customer leads.

Outline: 1) Pre-Show Preparation; 2) Booth Characteristics and Set-Up; 3) During the Show; 4) Qualifying Visitors; 5) Engaging the Right People; 6) The Rules of Engagement; and 7) After the Show.

The importance of safety cannot be overstated. Every organization is responsible for the safety of employees while they are working. Understanding universal safety practices and how to implement them will help keep everyone protected while ensuring the company’s financial security. Participants will discover how safety affects employee engagement and the bottom line.

Objectives: 1) Recognize the different aspects of telephone language; 2) Properly handle inbound/outbound calls; 3) Know how to handle angry or rude callers; 4) Learn to receive and send phone messages; and 5) Know different methods of employee training.

Outline: 1) The Importance of Safety; 2) Fire Risk; 3) Sound; 4) Chemical and Electrical Hazards; 5) Ergonomics; 6) Workplace Violence; 7) Transportation; 8) Machinery; 9) Safety Program; and 10) Monitoring.

With a global workforce, you are provided with a cost-effective and talented pool of employees to recruit. Participants learn about the challenges and how to succeed through virtual team building and management.

Objectives: 1) Know the keys to establishing a virtual team; 2) Learn how to hold effective meetings and group sessions; 3) Learn effective ways to communicate with team members; 4) Use tools to build trust and confidence among employees; 5) Know how to handle poor performing employees; and 6) Know how to manage a virtual team during any project.

Outline: 1) Setting Up Your Virtual Team; 2) Virtual Team Meetings; 3) Communication; 4) Building Trust; 5) Cultural Issues; 6) To Succeed With a Virtual Team; 7) Dealing With Poor Team Players; and 8) Choosing the Right Tools.

Learn how organizations can develop women leaders, about the benefits of women in organizations, and advancements for the future of women. Participants will learn how women are changing the workforce, gain a new perspective on the workforce, and what benefits may come from hiring and promoting women to higher positions.

Objectives: 1) Discuss the leadership gap between men and women; 2) Learn about women in various powerful positions; 3) Discuss different traits associated with women in management; 4) Understand the different barriers facing women in leadership positions; and 5) Learn about the benefits of having women in the workforce.

Outline: 1) Women and the Workforce; 2) The Leadership Gap; 3) Barriers to Women’s Leadership; 4) Traits of Women’s Management; 5) Benefits of Women’s Leadership; 6) Nurture Women’s Leadership; 7) Actively Recruit Women; 8) Encourage Networking Opportunities; 9) Pair Women with Mentors; and 10) Create Educational Opportunities.

Harassment can be based on a variety of factors that differ from the one doing the harassment, such as race, sex, and disability. Experiencing uncomfortable situations in the workplace may be more than an offense against an individual. It can be a crime committed against the law, which is why this topic has become a very important for every organization. This course provides participants with the skills necessary to recognize harassment in the workplace as well understand their rights and responsibilities under the law, with regard to safety in the workplace. Participants will learn to recognize that it is necessary for everyone to help create programs that teach employees to identify harassment and exercise anti-harassment policies.

Objectives: 1) Identify the words and actions that constitute harassment; 2) Understand what the law says about harassment; 3) Implement anti-harassment policies; 4) Educate employees and develop anti-harassment policies; 5) Discuss employer and employee’s rights and responsibilities; 6) Address accusations of harassment; 7) Apply proper mediation procedures; and 8) Deal with the aftermath of harassment.

Outline: 1) The Background; 2) Developing an Anti-Harassment Policy; 3) Policies in the Workplace; 4) Proper Procedures in the Workplace; 5) False Allegations; 6) Other Options; 7) Sexual Harassment; 8) Mediation; 9) Conflict Resolution; and 10) The Aftermath.

Workplace harassment is illegal and destructive to any organization. It is important to treat everyone in the workplace with respect and dignity. Workplace harassment must be identified, discouraged, and prevented in order to keep a hostile work environment from developing. Left unchecked, harassment can escalate into violence. Workplace harassment training is essential to the welfare of all businesses and their employees. To help prevent workplace violence, it is essential that managers and employees are able to identify individuals who could become violent and understand how to diffuse dangerous situations. This course will help participants learn to identify and address violence in the workplace, as well as provide them with guidance to develop their own workplace harassment policy.

Objectives: 1) Define workplace harassment; 2) Understand bullies and how to avoid hiring them; 3) Create a risk assessment and understand how to handle violence; 4) Recognize social and business responsibility; 5) Develop relevant policies and procedures; and 6) Learn how to investigate complaints.

Outline: 1) What Is Workplace Harassment?; 2) Identifying the Bully; 3) How to Handle Workplace Violence; 4) Risk Assessment; 5) Being the Victim; 6) Checklist for Employers; 7) Interview Process; 8) Investigation Process; and 9) Developing a Workplace Harassment Policy.