The following are courses we offer.  Click a course title to view the course objectives.

Additional courses can be designed based upon your needs.

Anger Management
  • Understand anger dynamics in terms of the anger cycle and the fight or flight theory
  • Know common anger myths and their factual refutations
  • Know the helpful and unhelpful ways of dealing with anger
  • Know techniques in controlling anger, particularly in reading anger warning signs, using coping thoughts, exercising relaxation techniques and blowing off steam
  • Understand the difference between objective and subjective language
  • Know tips in identifying the problem
  • Express a feeling or position using I-messages
  • Know skills and techniques in making a disagreement constructive, including effective negotiation and solution-building
  • Reflect on one's hot buttons and personal anger dynamics
  • Know, alter, avoid and accept ways of responding to an anger-provoking situation
  • Understand the energy curve and how it can help in responding to someone else's anger
  • Learn and practice de-escalation techniques
  • Gain an integrated view of anger management and how it can be best practiced
Assertiveness and Self-Confidence
  • Define assertiveness and self-confidence, and list the four styles of communication
  • Describe the types of negative thinking, and how one can overcome negative thoughts
  • Explain the difference between listening and hearing, and understand the importance of body language and questioning skills in communication
  • Define the importance of goal setting, and practice setting SMART goals for assertive behavior
  • Utilize methodologies for understanding your worth -- and the use of positive self-talk
  • List reasons why a pleasing appearance and body language are critical for creating a strong first impression
  • Practice sending positive communications phrased as “I-Messages”
  • Use the STAR model to make your case during a presentation challenge
  • Display rapport-building skills through assertive methods of expressing disagreement and consensus-building techniques
  • Practice strategies for gaining positive outcomes in difficult interpersonal situations
Attention Management
  • Define and understand attention management
  • Identify different types of attention
  • Create strategies for goals and SMART goals
  • Be familiar with methods that focus attention
  • Put an end to procrastination
  • Learn how to prioritize time
Body Language Basics
  • Define body language
  • Understand the benefits and purpose of interpreting body language
  • Learn to interpret basic body language movements
  • Recognize common mistakes when interpreting body language
  • Understand your own body language and what you are communicating
  • Practice your body language skills
Budgets and Financial Reports
  • Identify financial terminology
  • Understand financial statements
  • Identify how to analyze financial statements
  • Understand budgets
  • How to make budgeting easy
  • Understand advanced forecasting techniques
  • Understand how to manage the budget
  • Identify how to make smart purchasing decisions
  • Identify the legal aspects of finances
Business Ethics
  • Define and understand ethics
  • Understand the benefits of ethics
  • Create strategies to implement ethics at work
  • Recognize social and business responsibility
  • Identify ethical and unethical behavior
  • Learn how to make ethical decisions and lead with integrity
Business Etiquette
  • Define etiquette and provide an example of how etiquette can be of value to a company or organization
  • Understand the guidelines on how to make effective introductions
  • Identify the 3 C’s of a good impression
  • Identify at least one way to minimize nervousness while in social situations
  • Understand how to use a business card effectively
  • Identify and practice at least one way to remember names
  • Identify the 3 steps in giving a handshake
  • Enumerate the four levels of conversation and provide an example for each
  • Understand place settings, napkin etiquette, and basic table manners
  • Understand the protocol in ordering in a restaurant, handling alcohol in a business meal, paying the bill, and tipping
  • Understand basic guidelines when it comes to the proper form of address, grammar standards, and use of acronyms in e-mails
  • Understand basic guidelines in the use of the telephone, voicemail, and cell phone
  • State the difference between a formal and an informal letter
  • Create an effective ‘Thank You’ note
  • Understand the meaning of colors in dressing for success
  • Differentiate among the dressy casual, semi-formal, formal and black tie dress code
  • Understand basic guidelines in international etiquette
Business Writing
  • Gain better awareness of common spelling and grammar issues in business writing
  • Review basic concepts in sentence and paragraph construction
  • Know the basic structure of agendas, email messages, business letters, business proposals, and business reports
  • 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
  • Know tips and techniques in writing agendas, email messages, business letters, business proposals, and business reports
  • Gain an overview of Request for Proposals, Projections, Executive Summaries, and Business Cases
  • Define proofreading and understand techniques in improving proofreading skills
  • Define peer review and list ways peer review can help improve business writing skills
  • List guidelines in printing and publishing business writing
Change Management
  • List the steps necessary for preparing a change strategy and building support for the change
  • Describe the WIFM – the individual motivators for change
  • Use needed components to develop change management and communications plans, and to list implementation strategies
  • Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
  • Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
  • Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
  • Use strategies for aligning people with a change, appealing to emotions and facts
  • Describe the importance of resiliency in the context of change, and employ strategies the change leader and individual change participant can use to foster resiliency
  • Explain the importance of flexibility in the context of change, and demonstrate methods the change leader and individual change participant can use to promote flexibility
Coaching and Mentoring
  • Define coaching, mentoring and the GROW model
  • Identify and set appropriate goals using the SMART technique of goal setting
  • Identify the steps necessary in defining the current state or reality of your employee’s situation
  • Identify the steps needed in defining options for your employee and turn them into a preliminary plan
  • Identify the steps in developing a finalized plan or wrapping it up and getting your employee motivated to accomplish those plans
  • Identify the benefits of building and fostering trust with your employee
  • Identify the steps in giving effective feedback while maintaining trust
  • Identify and overcome common obstacles to the growth and development of your employee
  • Identify when the coaching is at an end and transitioning your employee to other growth opportunities
  • Identify the difference between mentoring and coaching, using both to enable long-term development through a positive relationship with your employee
Communication Strategies
  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and paraverbal communication skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others
  • Identify and mitigate precipitating factors
  • Establish common ground with others
  • Use “I” messages
Conflict Resolution
  • Understand what conflict and conflict resolution mean
  • Understand all six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Be able to adapt the process for all types of conflicts
  • Be able to break out parts of the process and use those tools to prevent conflict
  • Be able to use basic communication tools, such as the agreement frame and open questions
  • Be able to use basic anger and stress management techniques
Critical Thinking
  • Understand the components of critical thinking
  • Utilize non-linear thinking
  • Use logical thinking
  • Recognize what it means to be a critical thinker
  • Evaluate information using critical thinking skills
  • Identify the benefits of critical thinking
  • Revise perspective, when necessary
  • Comprehend problem solving abilities
Customer Service
  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers
Delivering Constructive Criticism
  • Understand when feedback should take place
  • Learn how to prepare and plan to deliver constructive criticism
  • Determine the appropriate atmosphere in which it should take place
  • Identify the proper steps to be taken during the session
  • Know how emotions and certain actions can negatively impact the effects of the session
  • Recognize the importance of setting goals and the method used to set them
  • Uncover the best techniques for following up with the employee after the session
Effective Interviewing
  • Formulate relevant questions that will motivate
  • Establish an environment of communication
  • Observe and listen to answers by respondent
  • Evaluate and probe the response
  • Questions you can and cannot ask
Emotional Intelligence
  • Define and practice self-management, self-awareness, self-regulation, self-motivation, and empathy
  • Understand, use and manage your emotions
  • Verbally communicate with others
  • Successfully communicate with others in a non-verbal manner
  • Identify the benefits of emotional intelligence
  • Relate emotional intelligence to the workplace
  • Balance optimism and pessimism
  • Effectively impact others
Employee Motivation
  • Defining motivation, an employer’s role in it and how the employee can play a part
  • Identifying the importance of Employee Motivation
  • Identifying methods of Employee Motivation
  • Describing the theories which pertain to Employee Motivation – with particular reference to psychology
  • Identifying personality types and how they fit into a plan for Employee Motivation
  • Setting clear and defined goals
  • Identifying specific issues in the field, and addressing these issues and how to maintain this going forward
Facilitation Skills
  • Define facilitation and identify its purpose and benefits
  • Clarify the role and focus of a facilitator
  • Differentiate between process and content in the context of a group discussion
  • Provide tips in choosing and preparing for facilitation
  • Identify a facilitator’s role when managing groups in each of Tuckman and Jensen’s stages of group development: forming, storming, norming, and performing
  • Identify ways a facilitator can help a group reach a consensus: from encouraging participation to choosing a solution
  • Provide guidelines in dealing with disruptions, dysfunctions, and difficult people in groups
  • Define what interventions are, when they are appropriate, and how to implement them
Interpersonal Skills
  • Understand the difference between hearing and listening
  • Know some ways to improve the verbal skills of asking questions and communicating with power
  • Understand what non-verbal communication is and how it can enhance interpersonal relationships
  • Identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of 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, building bridges and giving in without giving up 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
  • Learn tips in making an impact through powerful first impressions, situation assessment, and being zealous without being offensive
Leadership and Influence
  • Define “leadership”
  • Explain the Great Man Theory
  • Explain the Trait Theory
  • Understand Transformational Leadership
  • Understand the people you lead and how to adapt your leadership styles
  • Explain leading by Directing
  • Explain leading by Coaching
  • Explain leading by Participating
  • Explain leading by Delegating
  • Kouzes and Posner
  • Conduct a personal inventory
  • Create an action plan
  • Establish personal goals
Manager / Supervisor Development
  • Coaching and mentoring
  • Employee motivation
  • Leadership and influence
  • Performance management
  • Supervising others
  • Work/life balance
  • Company culture
  • Business ethics
Managing Workplace Anxiety
  • Explore different types of workplace anxieties
  • Learn to recognize symptoms and warning signs
  • Determine ways of coping and managing problems
  • Recognize common trigger and accelerants
  • Learn the difference between anxiety and common nervousness
Meeting Management
  • Planning and preparing
  • Identifying the participants
  • How to choose the time and place
  • How to create the agenda
  • How to set up the meeting space
  • How to incorporate your electronic options
  • Meeting roles and responsibilities
  • Use an agenda
  • Chairing a meeting
  • How to deal with disruptions
  • How to professionally deal with personality conflicts
  • How to take minutes
  • How to make the most of your meeting using games, activities and prizes
Microsoft Excel Essentials
  • Open and create Excel workbook files
  • Use the 2013 interface
  • Enter and edit data in a variety of ways
  • Understand basic formulas and functions
  • Use the Quick Analysis features new to the 2013 version
  • Format worksheets and data
  • Print and share workbooks
Microsoft Excel Advanced
  • Use SmartArt and other objects in worksheets
  • Trace precedent cells and dependent cells, as well as use other auditing tools
  • Create and work with charts
  • Create Pivot Tables and Pivot Charts
  • Record and run macros
  • Solve formula errors
  • Use What If Analysis tools
  • Use tools to manage rows, columns, duplicates, and validation
  • Group and outline data
Microsoft Excel Expert
  • Mark workbook as final
  • Encrypt with a password and restrict permissions
  • Protect the current sheet or the workbook structure
  • Add a digital signature
  • Set Excel options
  • Manage versions
  • Save a workbook as an Excel template
  • Inspect documents
  • Share workbooks
  • Edit a shared workbook
  • Track changes
  • Merge copies of a shared workbook
  • Use the watch window
  • Set calculation options
  • Enable or disable automatic workbook calculations
  • Use the IFERROR function to evaluate formulas
  • Use array formulas
  • Understand a variety of different functions
  • Assign macros to a command button on the ribbon
  • Run a macro by clicking an area of a graphic object
  • Configure a macro to run automatically upon opening the workbook
  • Change a macro
  • Insert form controls
  • Use a data form
  • Use trend lines
  • Add a secondary axis
  • Use chart templates
  • Work with PivotTable tools
  • Work with PivotChart tools
  • Use the slicer
  • Choose external data sets with the slicer
  • Understand the Analysis ToolPak
Microsoft PowerPoint Essentials
  • Create presentations from scratch or templates
  • Add slides or change slide layout
  • Insert, edit, and format text
  • Edit and format text
  • Insert and work with pictures
  • Use transitions and animations
  • Prepare for a presentation, including the slide size, narration, and timing
  • Preview or start a presentation and use in-show tools
Microsoft PowerPoint Advanced
  • Work with shapes, text boxes, and pictures
  • Use SmartArt
  • Use alignment guides, object order, and other advanced drawing tasks
  • Use tables
  • Work with audio and video
  • Use PowerPoint’s research tools
  • Use presenter view and notes
  • Use slide masters to create consistent slide elements
  • Perform additional types of presentation delivery
Microsoft PowerPoint Expert
  • Understand and adjust PowerPoint views
  • Work with multiple presentation windows
  • Add commands to the Ribbon or the Quick Access Toolbar
  • Configure PowerPoint Options
  • Use custom slide sizes
  • Change the slide orientation
  • Insert an outline
  • Reuse slides from the slide library
  • Reorganize slides
  • Work with sections
  • Switch to a different slide layout
  • Use footers
  • Work with slide fills
  • Modify the theme
  • Work with text box fills
  • Work with shapes and effects
  • Set text box alignment, internal margins and wrapping
  • Create a default text box
  • Use text box autofit
  • Insert or edit a photo album
  • Crop a picture
  • Change or reset a picture
  • Compress pictures
  • Use the selection pane
  • Position shapes
  • Apply shape styles or outlines
  • Add hyperlinks to graphical elements
  • Change the audio clip picture
  • Use the Audio and video formatting and playback tools
  • Work with effects
  • Work with transitions
  • Work with animation paths
  • Manipulate animations
  • Work with comments
  • Show or hide markup
  • Navigate comments
  • Compare and combine presentations
  • Save a presentation as another format
  • Save a slide or object as a picture file
  • Mark a presentation as final
  • Use passwords
  • Use annotations
  • Set up presenter view
  • Show media controls
  • Rehearse timings
Microsoft Word Essentials
  • Open and close Word and Word files
  • Understand the interface, including the ribbon, the status bar, and the backstage view
  • Create and save documents
  • Insert and work with text, symbols and numbers
  • Perform basic editing tasks
  • Format fonts, including face, size, color, enhancements, and case
  • Format paragraphs, including spacing, alignment, indents, tabs, bullets and numbering
  • Use more advanced formatting, including the font and paragraph dialog boxes
  • Use styles and themes
  • Format the page
  • Preview, print, share, or email document
Microsoft Word Advanced
  • Understand and use views and Word window tasks
  • Perform advanced editing and formatting tasks
  • Insert and format illustrations and pictures
  • Use SmartArt
  • Use tables and special objects such as cover pages and text boxes
  • Use different types of document references, such as an index or table of contents
  • Use translation, language and other review tasks
  • Use comments and tracking
Microsoft Word Expert
  • Customize Word
  • Create reusable content
  • Develop and use templates
  • Use sections
  • Use cross references
  • Create mail merges
  • Use master documents and subdocuments
  • Record and use macros
  • Develop forms
Negotiation Skills
  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else
Organizational Skills
  • Examine current habits and routines that are not organized
  • Learn to prioritize your time schedule and daily tasks
  • Determine ways of storing information and supplies
  • Learn to organize personal and work space
  • Learn to resist procrastination
  • Make plans to stay organized in the future
Performance Management
  • Define performance management
  • Understand how performance management works and the tools to make it work
  • Learn the three phases of project management and how to assess it
  • Discuss effective goal-setting
  • Learn how to give feedback on performance management
  • Identify Kolb’s Learning Cycle
  • Recognize the importance of motivation
  • Develop a performance journal and performance plan
Personal Finance - Assessing Financial Health and Establishing Goals
  • How to calculate net worth
  • Credit score and credit reports and how to improve them
  • Maintaining records
  • Emergency reserve
  • Checking accounts
  • Wills
  • Trusts
  • Establishing goals
Personal Finance - How to Start Investing Today
  • Risk tolerance
  • Asset allocation
  • Investment firms and how to open an account
  • How to do research
  • Other tools available
Personal Finance - Insurance Essentials
  • Auto
  • Homeowners
  • Renters
  • Private mortgage insurance
  • Umbrella
  • Term vs. whole life
  • Disability
  • Long-term care
  • Health
Personal Finance - Investing in Bonds
  • What are bonds?
  • Bond terminology
  • Bonds and interest rates
  • Types of bonds
  • Bond issuers
  • How investing in bonds compares to investing in stocks
  • How to reduce risk
  • Commercial paper
Personal Finance - Investing in Mutual Funds
  • What is a mutual fund?
  • Advantages and disadvantages
  • Types of mutual funds
  • Load vs. no-load
  • Expenses
  • What is a prospectus?
  • Fund investment types
  • How to choose or research
Personal Finance - Investing in Stocks
  • What are stocks?
  • Common stock
  • Preferred stock
  • Terminology
  • Where can I purchase
  • Options
  • Margin investing
  • Employee stock options
Personal Finance - Managing Spending and Debt
  • Personal budgets
  • Tracking spending
  • Who to pay first
  • How to spend less
  • Debit card pros and cons
  • Credit card pros and cons
  • Fixing debt problems
  • Bankruptcy
Personal Finance - Real Estate Basics
  • Rent or buy?
  • Buying a home
  • Down payments
  • Fixed vs. adjustable rates
  • Other expenses of buying or selling
Personal Finance - Retirement Planning
  • Understanding Social Security
  • Types of retirement plans
  • Pension
  • 401(k)
  • IRA
  • Annuity
Personal Finance - Tax Consequences of Investing
  • Tax law basics
  • How are income taxes calculated?
  • Long and short-term capital gains
  • Long and short-term capital losses
  • How to reduce taxes
  • Alternative Minimum Tax
  • Donations in kind
  • Estate taxes
Personal Productivity
  • Set and evaluate SMART goals
  • Use routines to maximize their productivity
  • Use scheduling tools to make the most of their time
  • Stay on top of their to-do list
  • Start new tasks and projects on the right foot
  • Use basic project management techniques
  • Organize their physical and virtual workspaces for maximum efficiency
  • Take back time from e-mail and handheld devices
  • Beat procrastination
Presentation Skills
  • Perform a needs analysis and prepare an outline
  • Select presentation delivery methods
  • Practice verbal and non-verbal communication skills
  • Knock down nervousness
  • Develop and use flip charts with color
  • Create targeted PowerPoint presentations
  • Utilize white boarding for reinforcement
  • Describe how video and audio enhance a presentation and list criteria for determining what types to use
  • Enrich the learning experience with humor, questions, and discussion
Problem Solving
  • Understand problems and the creative problem solving process
  • Identify types of information to gather and key questions to ask in problem solving
  • Identify the importance of defining a problem correctly
  • Identify and use four different problem definition tools
  • Write concrete problem statements
  • Use basic brainstorming tools to generate ideas for solutions
  • Use idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method
  • Evaluate potential solutions against criteria, including cost/benefit analysis and group voting
  • Perform a final analysis to select a solution
  • Understand the roles that fact and intuition play in selecting a solution
  • Understand the need to refine the shortlist and re-refine it
  • Understand how to identify the tasks and resources necessary to implement solutions
  • Evaluate and adapt solutions to reality
  • Follow up with solution implementation to celebrate successes and identify improvements
Project Management
  • Define projects, project management, and project managers
  • Identify the importance of the PMBOK and PMI
  • Identify the five process groups and nine knowledge areas as defined by the PMI
  • Describe the triple constraint
  • Perform a project needs assessment and write goals, requirements, and deliverables
  • Create key project documents, including the statement of work, project planning worksheet, and project charter
  • Build a project schedule by estimating time, costs, and resources
  • Understand and use the work breakdown structure
  • Create project planning documents, such as a schedule, risk management plan, and communication plan
  • Use planning tools, including the Gantt chart, network diagram, and RACI chart
  • Establish and use baselines
  • Monitor and maintain the project
  • Perform basic management tasks, including leading status meetings and ensuring all documents are complete at the end of the project
Public Speaking
  • Identify your audience
  • Create a basic outline
  • Organize your ideas
  • Flesh out your presentation
  • Find the right words
  • Prepare all the details
  • Overcome nervousness
  • Deliver a polished, professional speech
  • Handle questions and comments effectively
Recruitment
  • Define recruitment
  • Understand the selection process
  • Recognize the GROW model and how to set goals
  • Prepare for the interview and question process
  • Identify and avoid bias when making offers
  • Discover ways to retain talent and measure growth
SMART Goals
  • Overcome procrastination
  • Manage time effectively
  • Accomplish important tasks
  • Self-motivate
  • Create SMART goals
Stress Management
  • Identify the best approach to a stressful situation (Alter, Avoid, or Accept)
  • Understand what lifestyle elements you can change to reduce stress
  • Use routines to reduce stress
  • Use environmental and physical relaxation techniques
  • Better cope with major events
  • Use a stress log to identify stressors and create a plan to reduce or eliminate them
Talent Management
  • Define talent and talent management
  • Understand the benefits of talent management
  • Recognize performance management and ways to review talent
  • Identify employee engagement
  • Create assessments and training programs
  • Learn how to improve employee retention
Teamwork and Team Building
  • Describe the concept of a team, and its factors for success
  • Explain the four phases of the Tuckman team development model and define their characteristics
  • List the three types of teams
  • Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
  • Discuss the uses, benefits and disadvantages of various team-building activities
  • Describe several team-building activities that you can use, and in what settings
  • Follow strategies for setting and leading team meetings
  • Detail problem-solving strategies using the Six Thinking Hats model -- and one consensus-building approach to solving team problems
  • List actions to do -- and those to avoid -- when encouraging teamwork
Time Management
  • Plan and prioritize each day’s activities in a more efficient, productive manner
  • Overcome procrastination quickly and easily
  • Handle crises effectively and quickly
  • Organize your workspace and workflow to make better use of time
  • Delegate more efficiently
  • Use rituals to make your life run smoother
  • Plan meetings more appropriately and effectively
Train the Trainer
  • Define training, facilitating, and presenting
  • Understand how to identify participants’ training needs
  • Create a lesson plan that incorporates the range of learning preferences
  • Create an active, engaging learning environment
  • Develop visual aids and supporting materials
  • Manage difficult participants and tough topics
Work / Life Balance
  • Explain the benefits of work life balance
  • Recognize the signs of an unbalanced life
  • Identify employer resources for a balanced lifestyle
  • Improve time management and goal setting
  • Use the most effective work methods for you
  • Create balance at work and at home
  • Manage stress
Workplace Civility
  • Define civility, understand its causes, and enumerate at least three of its behavioral indicators
  • Understand the costs of incivility, as well as the rewards of civility, within the workplace
  • Learn practical ways of practicing workplace etiquette, including the proper use of greetings, respect, involvement, and political correctness
  • Learn the basic styles of conflict resolution and identify the style most appropriate for managing particular conflicts in the workplace
  • Learn skills in diagnosing the causes of uncivil behavior
  • Understand the role of forgiveness and conflict resolution in the creation of a civil working environment
  • Understand the different elements of effective communication, particularly effective para-verbal and non-verbal communication
  • Learn facilitative communication skills such as listening and appreciative inquiry
  • Learn specific interventions that can be utilized when there’s conflict within the workplace
  • Learn a recommended procedure for systematizing civil behavior within the workplace
Workplace Diversity
  • Explain the definition, terms and history of diversity
  • Describe the meaning of stereotypes and biases, how they develop, and the reasons for your own perspectives
  • List strategies for removing barriers to encouraging diversity for yourself, in the workplace, and in the social community
  • Use active listening skills to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength
  • Understand the importance of body language, both your own, and that of others, and recognize its importance in interpersonal communications
  • Identify ways to encourage diversity in the workplace, and prevent and discourage discrimination
  • Understand and respond to personal complaints, and develop a support system to manage the resolution process
  • List the steps a manager should take to record a complaint, analyze the situation, and take appropriate resolution action
  • Identify the process an organization must follow to receive and respond to a complaint, and then creating mechanisms to prevent or reduce repeat situations
Workplace Harassment
  • Identify the words and actions that constitute harassment
  • Understand what the law says about harassment
  • Implement anti-harassment policies
  • Educate employees and develop anti-harassment policies
  • Discuss employer and employee’s rights and responsibilities
  • Address accusations of harassment
  • Apply proper mediation procedures
  • Deal with the aftermath of harassment
Workplace Safety
  • Define workplace safety
  • Understand legal responsibilities associated with a safe work environment
  • Create a safety plan and identify hazards
  • Recognize the role of management
  • Develop training procedures
  • Learn how to implement a safety plan