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