Business Etiquette
READ Courseware
Courseware is a term that combines the words ‘course’ with ‘software’. Its meaning originally was used to describe exercise workbooks for teachers and trainers, or as tutorials for students, usually to teach computer applications. Today, the meaning and usage of the word courseware has expanded to include any knowledge area, especially soft skills topics, and encompasses supporting materials such as an lesson plans, classroom activities and ice breakers, quick reference sheets, classroom slide show presentations, and web-based online training, videos, and testing. READ Academy’s courseware is educational material intended as kits for trainers or as tutorials for students, usually packaged for use with a computer in a user friendly customizable manner. This allows trainers to easily edit any courseware component to better address the needs of participants.
To ensure that learning occurs, READ provides effective educational courseware with built in highly interactive sessions which allows our instructor’s to employ follow up activities in class to analyze the topic in greater depth, to discuss the material with more detail, and to reach other related issues. Courseware programs of any interactivity are most powerful when they are integrated into the class curriculum.
For more information, please visit http://read-academy.org
Soft Skills Library
Administrative Support
Having effective administrative skills are essential in today’s work environment. Being organized, punctual, and effective in your communication skills, both written and verbal are crucial if you want to achieve your goals in any endeavor you pursue. Think of it. The current business environment is filled with many sources of information, and you have to take that information and analyze it, prioritize it, and process it to the extent where value is achieve for the organization. Good administrative skills reduce the risk of “things falling through the cracks.” Great administrative skills create exponential results that spot potential problems, overcome obstacles, and leverage resources effectively.
In this course, you will learn the core skills that will help you use your resources efficiently, manage your time wisely, communicate effectively, and collaborate with others skillfully. The practices presented in this module will take time to root into your daily work routine. However, making the commitment to consistently apply the concepts every day is the key to changing and adopting new behaviors in a short amount of time.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Getting Organized (I)
Dealing with Email
Managing Electronic Files Keeping Track of the Paper Trail Making the Most of Voice Mail
Module Three: Getting Organized (II)
Keeping Your Workspace Organized
Using a To-Do Book
The Extra Mile: Adding Project Management Techniques to Your Toolbox
Module Four: Managing Time
Managing Your Time Keeping Others on Track Maintaining Schedules
Module Five: Getting It All Done On Time
Prioritizing
The Secret to Staying on Track Goal Setting
Module Six: Special Tasks
Planning Small Meetings Planning Large Meetings Organizing Travel
Module Seven: Verbal Communication Skills
Listening and Hearing: They Aren’t the Same Asking Questions
Communicating with Power
Module Eight: Non-Verbal Communication Skills
Body Language
The Signals You Send to Others
It’s Not What You Say, It’s How You Say It
Module Nine: Empowering Yourself
Being Assertive Resolving Conflict Building Consensus Making Decisions
Module Ten: The Team of Two
Working with Your Manager Influencing Skills
What to Do in Sticky Situations
Module Eleven: Taking Care of Yourself
Ergonomic
Stress Management
Dealing with a Heavy Workload
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Anger Management
Benjamin Franklin once said, “In this world nothing can be said to be certain, except death and taxes.” We would add a third item to his list: anger. 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 workshop will help teach participants how to identify their anger triggers and what to do when they get angry.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Anger
The Cycle of Anger Understanding Fight or Flight Common Myths about Anger
Module Three: Do’s and Don’ts
Unhelpful Ways of Dealing with Anger Helpful Ways of Dealing with Anger
Module Four: Gaining Control
A Word of Warning
Using Coping Thoughts Using Relaxation Techniques Blowing Off Some Steam
Module Five: Separate the People from the Problem
Objective vs. Subjective Language Identifying the Problem
Using “I” Messages
Module Six: Working on the Problem
Using Constructive Disagreement Negotiation Tips
Building Consensus
Identifying Solutions
Module Seven: Solving the Problem
Choosing a Solution Making a Plan Getting it Done
Module Eight: A Personal Plan
Understanding Hot Buttons Identifying Your Hot Buttons A Personal Anger Log
Module Nine: The Triple A Approach
Alter Avoid Accept
Module Ten: Dealing with Angry People
Understanding the Energy Curve De-escalation Techniques
When to Back Away and What to Do Next
Module Eleven: Pulling It All Together
Process Overview Putting It into Action
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Appreciative Inquiry
Organizations can be thought of living beings made up of the individuals working within it. Appreciative Inquiry has the ability to change the whole organization by change the people. Through positive questioning people will be directed to move in a positive direction. Recognizing the strengths and values of what works as opposed to what’s wrong will transform the individuals and thus transform the organization.
Appreciative Inquiry is a shift from looking at problems and deficiencies and focusing on strengths and successes. It is a tool for organizational change and it will strengthen relationships. Who doesn’t like to share good positive stores and events? Think about it.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives Pre-Assignment
Action Plans and Evaluations
Module Two: Introducing Appreciative Inquiry
What is Appreciative Inquiry?
Generating a Better Future
Engaging People in Positive Thought
Change the Person, Change the Organization Case Study
Module Two: Review Questions
Module Three: Changing the Way You Think
Shifting from “What’s Wrong?” to “What’s Right”?
It’s Not Eliminating Mistakes, It’s Holding Up Successes Positive Language Will Affect Peoples Thinking
Limit or Remove Negative Phrasing
Case Study
Module Three: Review Questions
Module Four: Four D model
Discovery
Dream
Design
Delivery
Case Study
Module Four: Review Questions
Module Five: The Four I Model
Initiate
Inquire
Imagine
Innovate
Case Study
Module Five: Review Questions
Module Six: Appreciative Inquiry Interview Style
Framing Positive Questions
Solicit Positive Stories
Finding Out What Works Recognize the Reoccurring Themes Case Study
Module Six: Review Questions
Module Seven: Anticipatory Reality
Imagining a Successful Future Will Affect the Present Controlling Negative Anticipation
Current Decisions Will Be Influenced Positively
Base It on Data and Real Examples
Case Study
Module Seven: Review Questions
Module Eight: The Power of Positive Imagery
Shaping Performance with Positive Imagery Being Better Prepared for Adversity
People are More Flexible and Creative Think of the Perfect Situation
Case Study
Module Eight: Review Questions
Module Nine: Influencing Change Through AI
Using Strengths to Solve Challenges
Confidence Will Promote Positive Change
Inquiry is a Seed of Change
People Will Gravitate Towards What is Expected of Them Case Study
Module Nine: Review Questions
Module Ten: Coaching and Managing With AI
Build Around What Works
Focus on Increases
Recognize the Best in People
Limit or Remove Negative Comments Case Study
Module Ten: Review Questions
Module Eleven: Creating a Positive Core
Strengths
Best Practices
Peak Experiences
Successes
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Assertiveness and Self Confidence
Assertiveness and self-confidence are comprised of important interpersonal communications skills and traits that can be learned and practiced. This workshop will provide you with many tips, techniques, and opportunities to try out your own skills.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: What Does Self-Confidence Mean To You?
What is Assertiveness? What is Self-Confidence? The Four Styles
Module Three: Obstacles to Our Goals
Types of Negative Thinking Case Study
Personal Application
Module Four: Communication Skills
Listening and Hearing; They Aren’t the Same Thing Asking Questions
Body Language
Module Five: The Importance of Goal Setting
Why Goal Setting is Important Setting SMART Goals
Module Six: Feeling the Part
Identifying Your Worth
Creating Positive Self-Talk
Identifying and Addressing Strengths and Weaknesses
Module Seven: Looking the Part
The Importance of Appearance The Role of Body Language First Impressions Count
Module Eight: Sounding the Part
It’s How You Say It Sounding Confident Using “I” Messages
Module Nine: Powerful Presentations
What to Do When You’re on the Spot Using STAR to Make Your Case
S = Situation
T = Task
A = Action R = Result Summary
Module Ten: Coping Techniques
Building Rapport Expressing Disagreement Coming to Consensus
Module Eleven: Dealing with Difficult Behavior
Dealing with Difficult Situations Key Tactics
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Attention Management
A distracted workforce is less than effective. Employees who do not pay attention to their work can waste valuable time and make careless mistakes. Attention management is a useful skill that allows managers to connect with their employees on an emotional level and motivate them to focus on their work and how to reach their personal and company goals.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Introduction to Attention Management
What Is Attention Management? Stop Thinking and Pay Attention! What Is Mushin?
What is Xin Yi (Heart Minded)?
Module Three: Types of Attention
Focused Attention, Sustained Attention, Selective Attention, Alternating Attention, Attention CEO, Attentional Blink
Module Four: Strategies for Goal Setting
Listening to Your Emotions Prioritizing
Re-Gating
Module Five: Meditation
Beta Alpha Theta Delta Gamma
Module Six: Training Your Attention
Mushin Meditation Focus Execute Visualization Case Study
Module Seven: Attention Zones Model
Reactive Zone Proactive Zone Distracted Zone Wasteful Zone Case Study
Module Eight: SMART Goals
The Three P’s
The SMART Way Prioritizing
Evaluating and Adapting
Module Nine: Keeping Yourself Focused
The One Minute Rule
The Five Minute Rule
What to Do When You Feel Overwhelmed
Module Ten: Procrastination
Why We Procrastinate
Nine Ways to Overcome Procrastination Eat That Frog
Module Eleven: Prioritizing Your Time
The 80/20 Rule
The Urgent / Important Matrix
Being Assertive
Creating a Productivity Journal
The Glass Jar: Rocks, Pebbles, Sand and Water
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Basic Bookkeeping Skills Workshop
Numbers! Numbers! Numbers! Wherever you go, you are bound to see them. On addresses, license plates, phones, prices, and of course, money! Numbers connect us all to each other in many more ways than we might imagine. Essentially, our world revolves around numbers.
Some of us enjoy dealing with numbers while others may have a fear of them, or even a phobia. For those of you who have already recognized and appreciate the impact that numbers actually have on just about everything, you deserve a cookie. Welcome to Basic Bookkeeping!
Workshop Objectives:
• Understand basic accounting terminology.
• Identify the differences between the cash and accrual accounting methods.
• Keep track of your business by becoming familiar with accounts payable and accounts receivable.
• Use a journal and general ledger to document business financials.
• Utilize the balance sheet.
• Identify different types of financial statements.
• Uncover the reasons for and actually create a budget.
• Be familiar with internal and external auditing.
For more information, please visit http://read-academy.org
Body Language Basics
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. Through Body Language Basics you will be given a set of tools to use to your advantage. These tools can be utilized in the office and at home. Understanding Body Language will provide you a great advantage in your daily communications.
Body Language Basics will provide you with a great set of skills to understand that what is not said is just as important as what is said. It will also give you the ability to see and understand how your own Body Language is being seen. You will be able to adjust and improve the way you communicate through non- verbal communications.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Communicating With Body language
Learning a New Language
The Power of Body Language More Than Words
Actions Speak Louder Than Words Case Study
Module Two: Review Questions
Module Three: Reading Body Language
Head Position
Translating Gestures Into Words Open Vs. Closed Body Language The Eyes Have It
Case Study
Module Three: Review Questions
Module Four: Body Language Mistakes
Poor Posture
Invading Personal Space
Quick Movements
Fidgeting
Case Study
Module Four: Review Questions
For more information, please visit http://read-academy.org
Module Five: Gender Differences
Facial Expressions Personal Distances Female Body Language Male Body Language Case Study
Module Five: Review Questions
Module Six: Non-Verbal Communication
Common Gestures
The Signals You Send to Others
It’s Not What You Say, It’s How You Say It What Your Posture Says
Case Study
Module Six: Review Questions
Module Seven: Facial Expressions
Linked With Emotion Micro-expressions
Facial Action Coding System (FACS) Universal Facial Expressions
Case Study
Module Seven: Review Questions
Module Eight: Body Language in Business
Communicate With Power Cultural Differences Building Trust
Mirroring
Case Study
Module Eight: Review Questions
Module Nine: Lying and Body Language
Watch Their Hands Forced Smiles
Eye Contact Changes in Posture Case Study
Module Nine: Review Questions
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Module Ten: Improve Your Body Language
Be Aware of Your Movements The Power of Confidence Position and Posture
Practice In a Mirror
Case Study
Module Ten: Review Questions
Module Eleven: Matching Your Words to Your Movement
Involuntary Movements Say What You Mean Always Be Consistent Actions Will Trump Words Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Budgets and Financial Reports
Everyday businesses deal with budgets and financial reports in some form or fashion. At minimum, business managers review budget numbers and run financial reports for decision-making and reporting to shareholders and Federal regulators once a month. Many companies devote the last few months of the calendar year to creating budgets for the next calendar year. In addition, organizations create and disseminate year-end financial reports to investors.
The goal of this workshop is to give the participant a basic understanding of budgets and financial reports so they can hold relevant discussions and render decisions based on financial data. This course will define key terms like ROI, EBIT, GAAP, and extrapolation. Furthermore, this one-day course will discuss commonly used financial terms, financial statements, budgets, forecasting, purchasing decisions, and laws that regulate the handling of financial information. Before we begin, let us get to know more about each other.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Glossary
What is Finance?
Commonly Used Terms
Key Players
Important Financial Organizations Understanding GAAP
Module Three: Understanding Financial Statements
Balance Sheets
Income Statements (AKA Profit & Loss Statements) Statement of Retained Earnings
Statement of Cash Flows
Annual Reports
Module Four: Analyzing Financial Statements (I)
Income Ratios Profitability Ratios Liquidity Ratios Working Capital Ratios Bankruptcy Ratios
For more information, please visit http://read-academy.org
Module Five: Analyzing Financial Statements (II)
Long-Term Analysis Ratios
Coverage Ratios
Leverage Ratios
Calculating Return on Investment (ROI)
Module Six: Understanding Budgets
Common Types of Budgets
What Information do I Need? Who Should Be Involved?
What Should a Budget Look Like?
Module Seven: Budgeting Made Easy
Factoring in Historical Data Gathering Related Information Adjusting for Special Circumstances Putting It All Together
Computer Based Methods
Module Eight: Advanced Forecasting Techniques
Using the Average Regression Analysis Extrapolation
Formal Financial Models
Module Nine: Managing the Budget
How to Tell If You’re on Track Should Your Budget be Updated Keeping a Diary of Lessons Learned When to Panic
Module Ten: Making Smart Purchasing Decisions
10 Questions You Must Ask Determining the Payback Period Deciding Whether to Lease or Buy Thinking outside the Box
Module Eleven: A Glimpse into the Legal World
A Brief History
The Sarbanes-Oxley Act CEO/CFO Certification
8th Company Law Directive
For more information, please visit http://read-academy.org
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Business Ethics
A human being’s personal ethics determine individual standards of right and wrong. Ethics allow people to determine what they should do in a given situation. Each person develops ethical standards, and it is the responsibility of each individual to examine personal morals and behavior. In business, ethics refers to the behavior relating to the moral problems that occur in business organizations.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: What is Ethics?
What is Business Ethics
10 Benefits of Managing Ethics Case Study
Module Three: Implementing Ethics in the Workplace
Benefits
Guidelines for Managing Ethics in the Workplace Roles and Responsibilities
Module Four: Employer / Employee Rights
Privacy Policies Harassment Issues Technology
Module Five: Business and Social Responsibilities
Identifying Types of Responsibilities
Case Study
Handling Conflicting Social and Business Responsibilities Case Study
Module Six: Ethical Decisions
The Basics
Balancing Personal and Organizational Ethics Common Dilemmas
Making Ethical Decisions
Overcoming Obstacles
For more information, please visit http://read-academy.org
Module Seven: Whistle Blowing
Criteria and Risk
The Process
When You Should “Blow the Whistle”
Module Eight: Managerial Ethics
Ethical Management Identifying the Characteristics Ensuring Ethical Behavior
Module Nine: Unethical Behavior
Recognize and Identify Preventing
Addressing Interventions
Module Ten: Ethics in Business (I)
Organization Basics Addressing the Needs Ethical Principles
Module Eleven: Ethics in Business (II)
Ethical Safeguards
Developing a Code of Ethics Performing an Internal Ethics Audit Upholding the Ethics Program
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Business Etiquette
Success in any industry relies on relationships, whether with co-workers, clients, suppliers, or investors. When you’re well mannered and considerate in dealing with others, you create engaging, productive, and long term business relationships. As such, it is important to learn, not just the technical side of a business, but how to conduct one’s self in the company of others.
This is where business etiquette comes in. This workshop will introduce participants to business etiquette, as well as provide guidelines for the practice of business etiquette across different situations.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Etiquette
Etiquette Defined
The Importance of Business Etiquette
Module Three: Networking for Success
Creating an Effective Introduction Making a Great First Impression Minimizing Nervousness
Using Business Cards Effectively Remembering Names
Module Four: The Meet and Greet
The Three-Step Process
The Four Levels of Conversation
Module Five: The Dining in Style
Understanding Your Place Setting Using Your Napkin
Eating Your Meal
Sticky Situations and Possible Solutions
Module Six: Eating Out
Ordering in a Restaurant About Alcoholic Beverages Paying the Bill
Tipping
For more information, please visit http://read-academy.org
Module Seven: Business Email Etiquette
Addressing Your Message Grammar and Acronyms Top 5 Technology Tips
Module Eight: Telephone Etiquette
Developing an Appropriate Greeting Dealing with Voicemail
Cell phone Do’s and Don’ts
Module Nine: The Written Letter
Thank You Notes Formal Letters Informal Letters
Module Ten: Dressing for Success
The Meaning of Colors Interpreting Common Dress Codes Deciding What to Wear
Module Eleven: International Etiquette
General Rules Important Points Preparation Tips
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Business Succession Planning
The loss of valuable leadership can cripple a company. Business succession planning is essentially preparing successors to take on vital leadership roles when the need arises.
Whether it is preparing someone to take over as the sole proprietor of a small business or a position of leadership in a corporation, business succession planning is essential to the long-term survival of a company. This course will teach you the difference between succession planning and mere replacement planning and how to prepare people to take on the responsibilities of leadership so that the company thrives in the transition.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Succession Planning Vs. Replacement Planning
What is Business Succession Planning? What Is Replacement Planning? Differences Between
Deciding What You Need
Module Three: Preparing for the Planning Process
How to Set Parameters for the Planning Process Should You Establish a Committee?
How to Gather Operational Data
Module Four: Initiating Process
Develop a Mission Statement Develop a Vision Statement Choosing to Be a Mentor
Module Five: The SWOT Analysis
Identifying Strengths Identifying Weaknesses Identifying Opportunities Identifying Threats
Module Six: Developing the Succession Plan
Prioritize What the Succession Plan Will Address Set Goals and Objectives
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Develop a Strategy for Achieving Goals Draft the Plan
Module Seven: Executing the Plan
Assign Responsibility and Authority Establish a Monitoring System Identifying Paths
Choosing Your Final Approach
Module Eight: Gaining Support
Gathering Data
Addressing Concerns and Issues Evaluating and Adapting
Module Nine: Managing the Change
Developing a Change Management Plan Developing a Communication Plan Implementing the Plans
Providing Constructive Criticism Encouraging Growth and Development
Module Ten: Overcoming Roadblocks
Common Obstacles Re-Evaluating Goals Focusing on Progress
Module Eleven: Reaching the End
How to Know When You’ve Achieved Success Transitioning
Wrapping it All Up
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Business Writing
Writing is a key method of communication for most people, and it’s one that many people struggle with. This workshop will give participants a refresher on basic writing concepts (such as spelling, grammar, and punctuation), and an overview of the most common business documents (such as proposals, reports, and agendas), giving you that extra edge in the workplace.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Working with Words
Spelling
Grammar
Creating a Cheat Sheet
Module Three: Constructing Sentences
Parts of a Sentence Punctuation
Types of Sentences
Module Four: Creating Paragraphs
The Basic Parts Organization Methods
Module Five: Writing Meeting Agendas
The Basic Structure Choosing a Format Writing the Agenda
Module Six: Writing E-mails
Addressing Your Message Grammar and Acronyms
Module Seven: Writing Business Letters
The Basic Structure Choosing a Format Writing the Letter
For more information, please visit http://read-academy.org
Module Eight: Writing Proposals
The Basic Structure Choosing a Format Writing the Proposal
Module Nine: Writing Reports
The Basic Structure Choosing a Format
Be guided by the:
The purpose of the report The seniority of your readers Writing the Report
Module Ten: Other Types of Documents
Requests for Proposals Projections
Executive Summaries Business Cases
Module Eleven: Proofreading and Finishing
A Proofreading Primer How Peer Review Can Help Printing and Publishing
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Call Center Training
Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Center Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.
Outline
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: The Basics (I)
Defining Buying Motives Establishing a Call Strategy Prospecting
Qualifying
Case Study Review Questions
Module Three: The Basics (II)
Getting Beyond The Gate Keeper Controlling The Call
Difficult Customers
Reporting
Case Study Review Questions
Module Four: Phone Etiquette
Preparation
Building Rapport
Speaking Clearly – Tone of Voice Effective Listening
Case Study
Review Questions
For more information, please visit http://read-academy.org
Module Five: Tools
Self-Assessments
Utilizing Sales Scripts Making the Script Your Own The Sales Dashboard
Case Study
Review Questions
Module Six: Speaking Like a Star
S = Situation
T= Task
A= Action
R = Result
Case Study Review Questions
Module Seven: Types of Questions
Open Questions
Closed Question
Ignorant Redirection Positive Redirection Negative Redirection Multiple Choice Redirection Case Study
Review Questions
Module Eight: Benchmarking
Benchmark Metrics Performance Breakdown Implementing Improvements Benefits
Case Study
Review Questions
Module Nine: Goal Setting
The Importance of Goals SMART Goals
Staying Committed Motivation
Overcoming Limitations Case Study
Review Questions
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Module Ten: Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion Telephone Selling Techniques Case Study
Review Questions
Module Eleven: Closing
Knowing When it’s Time to Close Closing Techniques
Maintaining the Relationship After the Sale
Case Study Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Change Management
Change is a constant in many of our lives. All around technologies, processes, people, ideas, methods, and us often change, affecting the way we perform daily tasks and live our lives. This workshop will give any leader tools to implement changes more smoothly and to have those changes better accepted. This workshop will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Preparing for Change
Defining Your Strategy Building the Team
Module Three: Identifying the WIFM
What’s in it for Me? Building Support
Module Four: Understanding Change
Influences on Change
Common Reactions to Change Tools to Help the Change Process
Module Five: Managing the Change
Change Readiness Audit
Stakeholder analysis
Developing a Change Management Plan Developing a Communication Plan Implementing the Plans
Module Six: Gaining Support
Gathering Data
Addressing Concerns and Issues Evaluating and Adapting
Module Seven: Making it All Worthwhile
Leading Status Meetings Celebrating Successes
Sharing the Results and Benefits
For more information, please visit http://read-academy.org
Module Eight: Using Appreciative Inquiry
The Four Stages
The Purposes of Appreciative Inquiry Examples and Case Studies
Module Nine: Bringing People to Your Side
A Dash of Emotion Plenty of Facts
Module Ten: Building Resiliency
What is Resiliency?
Why is It Important?
Five Easy Steps for the Leader and the Individual
Module Eleven: Building Flexibility
What is Flexibility?
Why is it Important?
Five Easy Steps for the Leader and the Individual
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Civility in the Workplace
Civility is treating people with consideration and respect. It is a simple and priceless act that can have an incredibly positive impact on someone’s day. Being polite and nice and genuinely caring about your coworker’s feelings will produce a happy and more productive work environment. Producing a more civil workforce will put smiles on the faces of employees and customers alike.
An uncivil workplace can lead to lower moral, lower productivity, more employee turnover, and generally not a nice place to work. The list is endless as to what negative events can occur in an uncivil work environment. The benefits to Civility in the Workplace are countless and will pay off immensely in every aspect of your job.
Outline:
Module 1: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Introduction
What is Uncivil Behavior?
Three Reasons Why You Should be Civil Dealing with Difficult Personalities Costs and Rewards
Case Study Review Questions
Module Three: Effective Work Etiquette
Greetings
Respect
Involvement
Being Politically Correct Case Study
Review Questions
Module Four: Costs and Rewards
Incivility and the Costs Civility and the Rewards Four Causes of Incivility How to Overcome It Case Study
Review Questions
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Module Five: Conflict Resolution
Collaborating Competing Compromising Accommodating Avoiding
Case Study Review Questions
Module Six: Getting to the Cause
Examining the Root Cause
Creating a Cause and Effect Diagram Forgiveness
Benefits of Resolution
Case Study
Review Questions
Module Seven: Communication
Para-verbal Communication Non-Verbal Communication Listening Skills Appreciative Inquiry
Case Study Review Questions
Module Eight: Negotiation
Three Sides to Incivility Mediation
Arbitration
Creative Problem Solving Case Study
Review Questions
Module Nine: Identifying Your Need
Completing a Needs Analysis Focus Groups
Observations
Anonymous Surveys
Case Study Review Questions
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Module Ten: Writing a Civility Policy
Designating the Core Group
Defining What is Unacceptable Behavior Defining the Consequence
Writing the Policy
Case Study
Review Questions
Module Eleven: Implementing the Policy
The First Steps Training
Addressing Complaints Enforcing Violators Case Study
Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Coaching and Mentoring
This workshop 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 relates directly to how well you are able to foster a great working relationship with your employees through understanding them and strategic goal setting.
An easy-to-understand coaching model taught in this workshop will guide you through the coaching process. Prepare yourself to change a few things about yourself in order to coach your employees to better performance.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Defining Coaching and Mentoring
What is Coaching?
What is Mentoring?
Introducing the G.R.O.W. Model
Module Three: Setting Goals
Goals in the Context of GROW Identifying Appropriate Goal Areas Setting SMART Goals
Module Four: Understanding the Realities
Getting a Picture of Where You Are Identifying Obstacles
Exploring the Past
Module Five: Developing Options
Identifying Paths
Choosing Your Final Approach Structuring a Plan
Module Six: Wrapping it All Up
Creating the Final Plan Identifying the First Step Getting Motivated
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Module Seven: The Importance of Trust
What is Trust? Trust and Coaching Building Trust
Module Eight: Providing Feedback
The Feedback Sandwich
Providing Constructive Criticism Encouraging Growth and Development
Module Nine: Overcoming Roadblocks
Common Obstacles Re-evaluating Goals Focusing on Progress
Module Ten: Reaching the End
How to Know When You’ve Achieved Success Transitioning the Coach
Wrapping it All Up
Module Eleven: How Mentoring Differs from Coaching
The Basic Differences
Blending the Two Models
Adapting the GROW Model for Mentoring Focusing on the Relationship
Module Twelve: Wrapping it Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Communication Strategies
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. This workshop will help participants understand the different methods of communication and how to make the most of each of them.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: The Big Picture
What is Communication?
How Do We Communicate? Other Factors in Communication
Module Three: Understanding Communication Barriers
An Overview of Common Barriers Language Barriers
Cultural Barriers
Differences in Time and Place
Module Four: Para verbal Communication Skills
The Power of Pitch The Truth about Tone The Strength of Speed
Module Five: Non-Verbal Communication
Understanding the Mehrabian Study All About Body Language Interpreting Gestures
Module Six: Speaking Like a STAR
S = Situation T = Task
A = Action
R = Result Summary
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Module Seven: Listening Skills
Seven Ways to Listen Better Today Understanding Active Listening Sending Good Signals to Others
Module Eight: Asking Good Questions
Open Questions Closed Questions Probing Questions
Module Nine: Appreciative Inquiry
The Purpose of AI
The Four Stages
Examples and Case Studies
Module Ten: Mastering the Art of Conversation
Level One: Discussing General Topics Level Two: Sharing Ideas and Perspectives Level Three: Sharing Personal Experiences Our Top Networking Tips
Module Eleven: Advanced Communication Skills
Understanding Precipitating Factors Establishing Common Ground Using “I” Messages
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Conflict Resolution
Wherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Participants will also learn crucial conflict management skills, including dealing with anger and using the Agreement Frame.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: An Introduction to Conflict Resolution
What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
Module Three: Conflict Resolution Styles with the Thomas-Kilmann Instrument
Collaborating Competing Compromising Accommodating Avoiding
Module Four: Creating an Effective Atmosphere
Neutralizing Emotions Setting Ground Rules Choosing the Time and Place
Module Five: Creating a Mutual Understanding
What Do I Want? What Do They Want? What Do We Want?
Module Six: Focusing on Individual and Shared Needs
Finding Common Ground
Building Positive Energy and Goodwill Strengthening Your Partnership
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Module Seven: Getting to the Root Cause
Examining Root Causes
Creating a Cause and Effect Diagram The Importance of Forgiveness Identifying the Benefits of Resolution
Module Eight: Generating Options
Generate, Don’t Evaluate
Creating Mutual Gain Options and Multiple Option Solutions Digging Deeper into Your Options
Module Nine: Building a Solution
Creating Criteria Creating a Shortlist Choosing a Solution Building a Plan
Module Ten: The Short Version of the Process
Evaluating the Situation Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps
Module Eleven: Additional Tools
Stress and Anger Management Techniques The Agreement Frame
Asking Open Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Creative Problem Solving
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 workshop will give participants an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: The Problem Solving Method
What is a Problem?
What is Creative Problem Solving?
What are the Steps in the Creative Solving Process?
Module Three: Information Gathering
Understanding Types of Information Identifying Key Questions
Methods of Gathering Information
Module Four: Problem Definition
Defining the Problem
Determining Where the Problem Originated Defining the Present State and the Desired State Stating and Restating the Problem
Analyzing the Problem
Writing the Problem Statement
Module Five: Preparing for Brainstorming
Identifying Mental Blocks Removing Mental Blocks Stimulating Creativity
Module Six: Generating Solutions, Part One
Brainstorming Basics Brain writing and Mind Mapping Duncker Diagrams
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Module Seven: Generating Solutions, Part Two
The Morphological Matrix The Six Thinking Hats The Blink Method
Module Eight: Analyzing Solutions
Developing Criteria Analyzing Wants and Needs Using Cost/Benefit Analysis
Module Nine: Selecting a Solution
Doing a Final Analysis
Paired Comparison Analysis Analyzing Potential Problems
Module Ten: Planning Your Next Steps
Identifying Tasks
Identifying Resources
Implementing, Evaluating, and Adapting
Module Eleven: Recording Lessons Learned
Planning the Follow-Up Meeting Celebrating Successes Identifying Improvements
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Critical Thinking
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 workshop will provide you the skills to evaluate, identify, and distinguish between relevant and irrelevant information. It will lead you to be more productive in your career, and provide a great skill in your everyday life.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: Components of Critical Thinking
Applying Reason Open Mindedness Analysis
Logic
Case Study
Module Two: Review Questions
Module Three: Non-Linear Thinking
Step Out of Your Comfort Zone Don’t Jump to Conclusions Expect and Initiate Change Being Ready to Adapt
Case Study
Module Three: Review Questions
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Module Four: Logical Thinking
Ask the Right Questions Organize the Data Evaluate the Information Draw Conclusions
Case Study
Module Four: Review Questions
Module Five: Critical Thinkers (I)
Active Listening
Be Curious
Be Disciplined
Be Humble
Case Study
Module Five: Review Questions
Module Six: Critical Thinkers (II)
Seeing the Big Picture Objectivity
Using Your Emotions Being Self-Aware Case Study
Module Six: Review Questions
Module Seven: Evaluate Information
Making Assumptions Watch out for Bias
Ask Clarifying Questions SWOT Analysis
Case Study
Module Seven: Review Questions
Module Eight: Benefits of Critical thinking
Being More Persuasive
Better Communication
Better Problem Solving Increased Emotional Intelligence Case Study
Module Eight: Review Questions
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Module Nine: Changing Your Perspective
Limitations of Your Point of View Considering Others Viewpoint Influences on Bias
When New Information Arrives Case Study
Module Nine: Review Questions
Module Ten: Problem Solving
Identify Inconsistencies Trust Your Instincts Asking Why?
Evaluate the Solution(s) Case Study
Module Ten: Review Questions
Module Eleven: Putting It All Together
Retaining Your New Skills
Reflect and Learn From Mistakes Always Ask Questions
Practicing Critical Thinking
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Customer Service
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Who We Are and What We Do
External Customers
Internal Customers
What Is Customer Service?
Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
Appearance Counts! The Power of a Smile Staying Energized Staying Positive
Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Module Five: Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
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Module Six: In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication Telephone Etiquette
Tips and Tricks for Providing Customer Service over the Phone
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication Understanding Netiquette
Email Etiquette: The Do’s and Don’ts of Email
Tips and Tricks
Examples: Eliminate Electronic Ping Pong
Module Nine: Recovering Difficult Customers
De-Escalating Anger Establishing Common Ground Setting Your Limits
Managing Your Own Emotions
Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Module Eleven: Ten Things You Can Do to WOW Customers Every Time
Ten Things You Can Do to WOW Customers Every Time
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Delivering Constructive Criticism
Delivering Constructive Criticism is one of the most challenging things for anyone. Through this workshop your 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.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: When Should Feedback Occur?
Repeated Events or Behavior
Breach’s in Company Policy
When Informal Feedback has not Worked Immediately After the Occurrence
Case Study
Module Two: Review Questions
Module Three: Preparing and Planning
Gather Facts on the Issue Practice Your Tone Create an Action Plan Keep Written Records Case Study
Module Three: Review Questions
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Module Four: Choosing a Time and Place
Check the Ego at the Door Criticize in Private, Praise in Public It Has to be Face to Face
Create a Safe Atmosphere
Case Study
Module Four: Review Questions
Module Five: During the Session (I)
The Feedback Sandwich Monitor Body Language Check for Understanding Practice Active Listening Case Study
Module Five: Review Questions
Module Six: During the Session (II)
Set Goals
Be Collaborative
Ask for a Self-Assessment Always Keep Emotions in Check Case Study
Module Six: Review Questions
Module Seven: Setting Goals
SMART Goals
The Three P’s
Ask for Their Input
Be as Specific as Possible
Case Study
Module Seven: Review Questions
Module Eight: Diffusing Anger or Negative Emotions
Choose the Correct Words Stay on Topic
Empathize
Try to Avoid “You Messages” Case Study
Module Eight: Review Questions
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Module Nine: What Not to Do
Attacking or Blaming
Not Giving Them a Chance to Speak Talking Down
Becoming Emotional
Case Study
Module Nine: Review Questions
Module Ten: After the Session (I)
Set a Follow-up Meeting
Make Your Self Available
Be Very Specific with the Instructions Provide Support and Resources
Case Study
Module Ten: Review Questions
Module Eleven: After the Session (II)
Focus on the Future
Measuring Results
Was the Action Plan Followed?
If Improvement is not Seen, Then What? Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Emotional Intelligence
Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviors, moods, and impulses, and to manage them best according to the situation.
This course will give you the tools you need to be emotionally intelligent in your workplace. An employee with high emotional intelligence can manage his or her own impulses, communicate with others effectively, manage change well, solve problems, and use humor to build rapport in tense situations. These employees also have empathy, remain optimistic even in the face of adversity, and are gifted at educating and persuading in a sales situation and resolving customer complaints in a customer service role.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: What is Emotional Intelligence?
Self Management Self Awareness Self Regulation Self Motivation Empathy
Module Three: Four Skills in Emotional Intelligence
How to Accurately Perceive Emotions Use Emotions to Facilitate Thinking Manage Emotions
Module Four: Verbal Communication Skills
Focused Listening
Asking Questions
Communicating with Flexibility and Authenticity
Module Five: Non-Verbal Communication Skills
Body Language
It’s Not What You Say, It’s How You Say It
Module Six: Social Management and Responsibility
Benefits of Emotional Intelligence Articulate your Emotions Using Language
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Module Seven: Tools to Regulate Your Emotions
Seeing the Other Side
Self Management and Self Awareness Giving in Without Giving Up
Module Eight: Gaining Control
Using Coping Thoughts Using Relaxation Techniques Bringing it All Together
Module Nine: Business Practices (I)
Understand Emotions and How to Manage Them in the Workplace Role of Emotional Intelligence at Work
Disagreeing Constructively
Module Ten: Business Practices (II)
Optimism
Pessimism
The Balance between Optimism and Pessimism
Module Eleven: Making an Impact
Creating a Powerful First Impression Assessing a Situation
Being Zealous without Being Offensive
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Employee Motivation
Employee Motivation is becoming ever more important in the workplace as time goes on, and everyone agrees that a motivated workforce is far more likely to be a successful workforce. The happier and more professional an employee is, the better the results they will deliver for you. Of course, every employer wants to make sure that they have a workforce who will do their best, but this does not simply mean making the job easy for their employees. In fact, part of the problem of motivation is that where the job is too easy, employees become complacent.
There is therefore a challenge for all employers and management in delivering the right balance between a confident, motivated workforce and a workforce which is driven to attain goals. It can be described as a mix between the pleasure of a comfortable working environment and the fear of failure, although in honesty it is more complicated than that equation suggests. 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 manual is designed to show participants the way to get the best out of a confident, motivated set of employees, and to show them how to motivate that group.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: A Psychological Approach
Herzberg’s Theory Of Motivation Maslow’s Hierarchy of Needs The Two Models and Motivation
Module Three: Object-Oriented Theory
The Carrot The Whip The Plant
Module Four: Using Reinforcement Theory
A History of Reinforcement Theory Behavior Modification in Four Steps Appropriate Uses in the Workplace
Module Five: Using Expectancy Theory
A History of Expectancy Theory
Understanding the Three Factors
Using the Three Factors to Motivate in the Workplace
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Module Six: Personality’s Role in Motivation
Identifying Your Personality Type Identifying Others’ Personality Type Motivators by Personality Type
Module Seven: Setting Goals
Goals and Motivation Setting SMART Goal Evaluating and Adapting
Module Eight: A Personal Toolbox
Building Your Own Motivational Plan Encouraging Growth and Development Getting Others to See the Glass Half-Full
Module Nine: Motivation On the Job
The Key Factors
Creating a Motivational Organization Creating a Motivational Job
Module Ten: Addressing Specific Morale Issues
Dealing with Individual Morale Problems
Addressing Team Morale
What To Do When the Whole Company is De-Motivated
Module Eleven: Keeping Yourself Motivated
Identifying Personal Motivators Maximizing Your Motivators Evaluating and Adapting
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Employee On boarding
Employee Onboarding is an important and vital part of any companies hiring procedure. Hiring, training, and bringing new employees onboard cost a lot of money and 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. It will stop highly skilled workers from being lured to a competitor, which makes your company stronger within the market.
Through Employee Onboarding you will find it lowers costs related to employee turnover. It will increase productivity and produce a happier and more skilled workforce. The new hire phase is a critical time for the employee and company and having a structured set of procedures will make this time run smoother and produce a greater chance of success.
Outline:
Module One: Getting Started
Icebreaker
Ground rules
The parking lot
Workshop objectives
Action plans and evaluation forms
Module Two: Introduction
What is Onboarding?
The Importance of Onboarding Making Employees Feel Welcome First Day Checklist
Case Study
Review Questions
Module Three: Purpose of Onboarding
Start-Up Cost Anxiety
Employee Turnover Realistic Expectations Case Study
Review Questions
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Module Four: Onboarding Preparation
Professionalism Clarity
Designating a Mentor Training
Case Study
Review Questions
Module Five: Onboarding Checklist
Pre-Arrival
Arrival
First Week
First Month
Case Study Review Questions
Module Six: Creating an Engaging Program
Getting off on the Right Track Role of Human Resources Role of Managers Characteristics
Case Study Review Questions
Module Seven: Following Up with New Employees
Initial Check In Following Up
Setting Schedules Mentor’s Responsibility Case Study
Review Questions
Module Eight: Setting Expectations
Defining Requirements
Identifying Opportunities for Improvement and Growth Setting Verbal Expectations
Putting it in Writing
Case Study
Review Questions
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Module Nine: Resiliency and Flexibility
What is Resiliency? Why is it Important? 5 Steps
What is Flexibility? Why is it Important? 5 Steps
Case Study Review Questions
Module Ten: Assigning Work
General Principles
The Dictatorial Approach The Apple Picking Approach The Collaborative Approach Case Study
Review Questions
Module Eleven: Providing Feedback
Characteristics of Good Feedback, Feedback Delivery Tools, Informal Feedback
Formal Feedback
Case Study Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Employee Recruitment
Hiring a new employee is one of the largest investments you can make in business. That is why hiring the correct employee is so important. Hiring the right employee is more important than ever, as training can be very expensive. Employee turnover costs companies a lot of money each year. This course will provide the Recruitment and Interviewing Skills that your hiring department need to help them interview and recruit the right employee for you.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Introduction to Recruitment
What is Recruitment? Challenges and Trends Sourcing Candidates Requirements
Case Study Review Questions
Module Three: The Selection Process
Job Analysis and Descriptions The Approach
The Recruitment Interview Testing
Case Study Review Questions
Module Four: Goal Setting
Using The G.R.O.W. Model Identifying Goal Areas Setting SMART Goals
Using a Productivity Journal Case Study
Review Questions
Module Five: The Interview
Phone Interviews Traditional Interviews Situational Interviews
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Stress Interviews Case Study Review Questions
Module Six: Types of Interview Questions
Direct Questions
Non-Direct Questions
Hypothetical or Situational Questions Behavioral Descriptive Questions Case Study
Review Questions
Module Seven: Avoiding Bias in Your Selection
Expectancy Effect
Primacy Effect
Obtaining Bias Information Stereotyping
Case Study Review Questions
Module Eight: The Background Check
Preparation
Data Collection
Illegal Questions
Being Thorough Without Being Pushy Case Study
Review Questions
Module Nine: Making Your Offer
Outlining the Offer Negotiation Techniques Dealing with Difficult Issues Sealing the Deal
Case Study
Review Questions
Module Ten: Orientation and Retention
Getting off on the Right Track Your Orientation Program The Check-list
Following Up
Case Study Review Questions
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Module Eleven: Measuring the Results
Cost Breakdown Employee Quality Recruiter Effectiveness Fine Tuning
Case Study Review Questions
Module Twelve: Wrapping Up
Words from the Wise Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Facilitation Skills
Facilitation is often referred to as the new cornerstone of management philosophy. With its focus on fairness and creating an easy decision making process, facilitation can help any organization make better decisions. This workshop will give participants an understanding of what facilitation is all about, as well as some tools that they can use to facilitate small meetings.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Facilitation
What is Facilitation?
What is a Facilitator?
When is Facilitation Appropriate?
Module Three: Process vs. Content
About Process About Content
A Facilitator’s Focus
Module Four: Laying the Groundwork
Choosing a Facilitated Approach Planning for a Facilitated Meeting Collecting Data
Module Five: Tuckman and Jensen’s Model of Team Development
Stage Two: Storming Stage Three: Norming Stage Four: Performing
Module Six: Building Consensus
Encouraging Participation Gathering Information Presenting Information Synthesizing and Summarizing
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Module Seven: Reaching a Decision Point
Identifying the Options
Creating a Short List
Choosing a Solution
Using the Multi-Option Technique
Module Eight: Dealing with Difficult People
Addressing Disruptions
Common Types of Difficult People and How to Handle Them Helping the Group Resolve Issues on Their Own
Module Nine: Addressing Group Dysfunction
Using Ground Rules to Prevent Dysfunction Restating and Reframing Issues
Getting People Back on Track
Module Ten: About Intervention
Why Intervention May Be Necessary When to Intervene
Levels of Intervention
Module Eleven: Intervention Techniques
Using Your Processes
Boomerang it Back
ICE It: Identify, Check for Agreement, Evaluate How to Resolve
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Generation Gap
The workplace can present challenges to management in terms of handling the different generations present. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least.
While having various cultures in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. The young and older worker both have many ideas to offer, which can help the organization thrive in the marketplace. Learning how to deal with the generation gap at work will help you become a better manager or co-worker.
This workshop will help you understand the various generations present at work and understand what motivates each of them and how to work together.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: History
What Generations Exist In The Workplace What Defines A Generation
What This Means In Our Workplace
Module Three: Traditionalist
Their Background Their Characters Their Working Style
Module Four: Baby Boomers
Their Background Their Characters Their Working Style
Module Five: Generation X
Their Background Their Characters Their Working Style
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Module Six: Generation Y
Their Background Their Characters Their Working Style
Module Seven: Differentiations Between
Background Attitude Working Style Life Experience
Module Eight: Finding Common Ground
Adopting A Communication Style Creating An Affinity Group Sharing Knowledge
Module Nine: Conflict Management (I)
Younger Bosses Managing Older Workers Avoid Turnovers With A Retention Plan Breaking Down The Stereotypes
Module Ten: Conflict Management (II)
Embrace The Hot Zone Treat Each Other As A Peer Create A Succession Plan
Module Eleven: The Power of 4 Generation Gaps
Benefits Of Generation Gaps How To Learn From Each Other Embracing The Unfamiliar
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Hiring Strategies Workshop
Successful companies are made up of great employees, so why not hire great employees? Hiring and training employees is an expensive venture. Be sure to hire the right person for the right position. Hiring the right person is more about skills and abilities; it is about finding the right combination of skills, attitude, and fit for your organization’s culture.
Hiring Strategies will save your company time and money as you will be recruiting and hiring the right candidates. Your hiring department will benefit from this workshop as it prepares them to seek out that great candidate and make sure they are a fit for your company. Your participants will obtain the necessary tools required in finding that diamond in the rough.
Workshop Objectives:
• Know how to present the current open position
• Develop a workable hiring strategy
• Know how to determine which candidates to interview
• Steps and techniques to use in an interview
• Welcome newly hired employees
• Find potential candidates for the position
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Human Resource Management
As companies modify priorities and operations, human resources functions can move from a dedicated HR role, to that of the manager. Whether the majority of those important functions stays within HR at your organization, or is your responsibility as a manager, it is important that managers understand how much of their role is really about their people, as well as aspects of legislation, policy, and procedures that involve human resourcing issues.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Human Resources Today
What is Human Resources Today?
Key Factors Influencing Human Resources Today Growth in Human Resource Management
Module Three: Recruiting and Interviewing
The Job Selection Process Get Good at Interviewing Interviewing Fairly
The Best Way to Interview
Module Four: Retention and Orientation
Getting Off on the Right Track Creating an Engaging Program Using an Orientation Checklist
Module Five: Following Up With New Employees
Checking In
Following Up
Designing the Follow-Up Schedule
Module Six: Workplace Health and Safety
Understanding Your Role and Responsibilities Understanding Local and Industry Specific Rules Training for Managers
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Module Seven: Workplace Bullying, Harassment, and Violence
Definitions
Costs to the Organization The Manager’s Role
An Employer’s Responsibility
Module Eight: Workplace Wellness
Wellness Behaviors Wellness Trends
The Case for Wellness
Module Nine: Providing Feedback to Employees
Feedback Model
The Feedback Sandwich
Encouraging Growth and Development
Module Ten: Disciplining Employees
The General Discipline Process The Progressive Discipline Process Having Discipline Meetings Following Up
Module Eleven: Terminating Employees
Documenting Events
Making the Decision Communicating the Decision Module Twelve: Wrapping Up
Words from the Wise
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Interpersonal Skills
We’ve all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. This workshop 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.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Verbal Communication Skills
Listening and Hearing: They Aren’t the Same Thing Asking Questions
Communicating with Power
Module Three: Non-Verbal Communication Skills
Body Language
The Signals You Send to Others
It’s Not What You Say, It’s How You Say It
Module Four: Making Small Talk and Moving Beyond
The Four Levels of Conversation
Module Five: Moving the Conversation Along
Asking for Examples
Using Repetition
Using Summary Questions
Asking for Clarity and Completeness
Module Six: Remembering Names
Creating a Powerful Introduction Using Mnemonics
Uh-Oh…I’ve Forgotten Your Name
Module Seven: Influencing Skills
Seeing the Other Side Building a Bridge
Giving In Without Giving Up
For more information, please visit http://read-academy.org
Module Eight: Bringing People to Your Side
A Dash of Emotion Plenty of Facts Bringing It All Together
Module Nine: Sharing Your Opinion
Using I-Messages Disagreeing Constructively Building Consensus
Module Ten: Negotiation Basics
Preparation Opening Bargaining Closing
Module Eleven: Making An Impact
Creating a Powerful First Impression Assessing a Situation
Being Zealous without Being Offensive
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Job Search Skills
Searching for a job can be intimidating. How do you know what job you’re best suited for? How do you build a winning resume and cover letter? Where can you find job leads? How do you network without feeling nervous? What happens when you land an interview? And most importantly, where do you find help when you need it?
This course will give you the answers to all these questions, plus a plan to get you to a new job within a month. After completing this program, you’ll be more than ready to start your search for your perfect job.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Ready, Set, Go!
Identifying Your Values and Purpose Assessing Your Skills
Setting SMART Goals
Building a Resource System
A 30-Day Plan
Module Three: Building Your Resume
Basic Resume Formats Chronological Style Resume Combination Style Resume Essential Information to Include Dealing with Awkward Points Checklist for Success
Module Four: Polishing Your Resume
Creating an Attractive Package About Branding
Some Extra Touches
Checklist for Success
For more information, please visit http://read-academy.org
Module Five: Writing a Cover Letter
Types of Cover Letters
First Contact Cover Letter Targeted Cover Letter Recommendation Cover Letter Creating a Template Customizing the Template Checklist for Success
Module Six: Creating a Portfolio
When Do I Need a Portfolio? Types of Portfolios
Working Portfolio
Display Portfolio
Assessment Portfolio Essential Elements Checklist for Success
Module Seven: Networking Skills
What is Networking?
Getting a Conversation Started Creating an Effective Introduction But I’m So Nervous!
What Not to Talk About Wrapping Up and Moving On
Module Eight: Skills for Success
Being Organized
Becoming a Punctual Person I Can Do This!
Important Etiquette Points
Module Nine: Where to Look?
The Obvious Places
The Hidden Job Market About Cold Calling
The Power of Networking
Module Ten: Understanding the Interview
Types of Interviews
What to Expect
About Behavioral Questions About Knowledge Questions
For more information, please visit http://read-academy.org
Module Eleven: Interview Skills
Dressing for Success
The Meaning of Colors Interpreting Common Dress Codes Deciding What to Wear
Answering Questions
Asking Questions
Following Up
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Knowledge Management
Today’s culture thrives on knowledge. It is evident in the items we buy or activities we invest time managing. Possessing knowledge gives advantages in making the right decision or strategy to implement. The Internet distributes knowledge at split-second rates. Laptops and cell phones bring knowledge to our fingertips. As the old adage says, “knowledge is power.”
Organizations have a wealth of knowledge accessible through the people they touch internally, like employees, and externally, like customers. Organizations that allow knowledge to go unmanaged may be giving their competitors the upper hand in the market. The organization that is able to capture, store, and retrieve knowledge effectively is then capable of learning as an organization. A learning organization is one where employees are empowered to change and develop new methods, thoughts, and strategies that will advance the mission of their organization.
Knowledge Management is the establishment of a system that captures knowledge purposefully for incorporating into business strategies, policies, and practices at all levels of the company. This course will teach the learner how to initiate a knowledge management program at work. When it comes to knowledge management, any organization is able to implement a strategy.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Knowledge Management
What is Knowledge
What is Knowledge Management A Brief History
Applications in the Workplace
Module Three: Dos and Don’ts
Data, Information, and Knowledge The Tacit Mode
Module Four: The Knowledge Management Life Cycle
Understanding Episodes Acquisition
Knowledge
Integration
For more information, please visit http://read-academy.org
Module Five: The New Knowledge Management Paradigm
Paradigms of the Past
The New Paradigm
Implications and Applications
The Knowledge Management Endgame
Module Six: Knowledge Management Models
The Nonaka and Takeuchi Model (SECI) Wiig Model
Kakabadse Model
Boisot Model
Module Seven: Building a Knowledge Management Rationale
Why Rationale is Necessary
Building a Business Case
Finding Success Stories
The Commodization/Customization Model
Module Eight: Customizing Knowledge Management Definitions
Components of a Knowledge Management Definition Customizing the Components
Creating a KMBOK
Module Nine: Implementing Knowledge Management in Your Organization
Gathering Support
Identifying Opportunities for Revenue Streams Key Knowledge Management Techniques
A Map for Success
The No-Budget Scenario
Module Ten: Tips for Success
About the Chief Knowledge Officer Knowledge Management Skill Checklist The Knowledge Management Imperative The Hype Curve
Barriers and Helpers to Success
Module Eleven: Advance Topics
The Knowledge Management Maturity Model Absorptive Capacity
Rustiness
Process Model Types
For more information, please visit http://read-academy.org
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Leadership and Influence
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. There are countless war stories of simple GI’s and sailors who rose to a challenge on their own in the heat of battle.
Clearly, leadership potential exists within each of us. That potential can be triggered by outside events, or it can be learned by exploring ourselves from within. This training takes the latter approach. Once you learn the techniques of true leadership, 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.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: The Evolution of Leadership
Defining Leadership Characteristics of a Leader Leadership Principles
A Brief History of Leadership Historical Leaders
Modern Leaders
The Great Man Theory
The Trait Theory Transformational Leadership Summary
Module Three: Situational Leadership
Situational Leadership: Telling Situational Leadership: Selling Situational Leadership: Participating Situational Leadership: Delegating
For more information, please visit http://read-academy.org
Module Four: A Personal Inventory
An Introduction to Kouzes and Posner Model the Way
Inspire a Shared Vision
Challenge the Process
Enable Others to Act
Encourage the Heart
A Personal Inventory
Creating an Action Plan
Set Leadership Goals
Address the Goals
Seek Inspiration
Choose a Role Model
Seek Experience
Create a Personal Mission Statement
Module Five: Modeling the Way
Determining Your Way
Being an Inspirational Role Model Influencing Others’ Perspectives
Module Six: Inspiring a Shared Vision
Choosing Your Vision Communicating Your Vision Identifying the Benefit for Others
Module Seven: Challenging the Process
Developing Your Inner Innovator Seeing Room for Improvement Lobbying for Change
Module Eight: Enabling Others to Act
Encouraging Growth in Others Creating Mutual Respect
The Importance of Trust
Module Nine: Encouraging the Heart
Sharing Rewards
Celebrating Accomplishments
Making Celebration Part of Your Culture
Module Ten: Basic Influencing Skills
The Art of Persuasion
The Principles of Influence Creating an Impact
For more information, please visit http://read-academy.org
Module Eleven: Setting Goals
Setting SMART Goals Creating a Long-Term Plan Creating a Support System
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Lean Process and Six Sigma
The last couple of decades small, mid-sized and Fortune 500 companies have embraced Six Sigma to generate more profit and greater savings. So what is Six Sigma? 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: treats the processes in business so that they deliver their intended result.
What is “Sigma”? The word is a statistical term that measures how far a given process deviates from perfection. Sigma is a way to measure quality and performance. The central idea behind Six Sigma is that if you can measure how many “defects” you have in a process, you can systematically figure out how to eliminate them and get as close to “zero defects” as possible.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Lean
About Six Sigma
About Lean
History behind Lean Toyota Production Systems The Toyota Precepts
Module Three: Liker’s Toyota Way
Philosophy
Process
People and Partners Problem Solving
Module Four: The TPS House
The Goals of TPS
The First Pillar: Just In Time (JIT)
The Second Pillar: Jidoka (Error-Free Production) Kaizen (Continuous improvement)
The Foundation of the House
For more information, please visit http://read-academy.org
Module Five: The Five Principles of Lean Business
Value
Value Stream Flow
Pull
Seek Perfection
Module Six: The First Improvement Concept (Value)
Basic Characteristics Satisfiers
Delighters
Applying the Kano Model
Module Seven: The Second Improvement Concept (Waste)
Muda
Mura
Muri
The New Wastes
Module Eight: The Third Improvement Concept (Variation)
Common Cause Special Cause Tampering Structural
Module Nine: The Fourth Improvement Concept (Complexity)
What is complexity? What causes complexity? How to Simplify?
Module Ten: The Fifth Improvement Concept (Continuous improvement)
The PDSA Cycle (Plan, Do, Study, Act) The PDSA Cycle (Plan, Do, Study, Act) The DMAIC Method
Module Eleven: The Improvement Toolkit
Gemba
Genchi Genbutsu
Womack’s Principle
Kaizen
A Roadmap for implementation
For more information, please visit http://read-academy.org
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Manager Management
With this course you will be able 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 thus produce fantastic results. To be a successful manager means having a wide range of skills. Through this workshop you will be able to disperse your knowledge and experience throughout your leadership team.
Manager Management takes a special type of leader. This workshop will expand your participant’s knowledge and provide a way for them to teach and lead new and experienced managers. As every manager knows that learning never stops, this workshop will have something for everyone.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: Grooming a New Manager
Set Specific Goals
Authority (What They Can and Can’t Do)
Create a Shared Vision
The More they Learn, the More Responsibility They Get Case Study
Module Two: Review Questions
Module Three: Measuring Performance
Staying Within Their Budget
Setting Measurable Objectives
Skip Level Feedback
Collaborate on Criteria to be Evaluated Case Study
Module Three: Review Questions
Module Four: Motivating Managers
Provide the Needed Resources Bonuses and Incentives
Give Credit for Good Work Keep Them Challenged
Case Study
Module Four: Review Questions
For more information, please visit http://read-academy.org
Module Five: Signs of Poor Management
Missed Deadlines Team Turnover Losing Customers Little or No Growth Case Study
Module Five: Review Questions
Module Six: Trust Your Team of Managers
Do Not Micromanage
Promote Open and Honest Communication Reward Initiative
Trust, But Verify
Case Study
Module Six: Review Questions
Module Seven: When an Employee Complains about their Manager
Keep the Information Confidential Gather Information from Both Sides Coach or Delegate the Solution Follow-up with the Manager or Employee Case Study
Module Seven: Review Questions
Module Eight: Coaching and Mentoring (I)
Writing Performance Reviews Provide Clear and Timely Feedback Praise in Public, Criticize in Private Make Sure Your Door is Always Open Case Study
Module Eight: Review Questions
Module Nine: Coaching and Mentoring (II)
Offer Advice, Not the Solution Create a Supportive Environment Building Ownership
360 Degree Feedback
Case Study
Module Nine: Review Questions
For more information, please visit http://read-academy.org
Module Ten: When Do You Step In?
Unsafe or Dangerous Events
Legal Ramifications
Severe Financial Costs
Repeated Failures after Coaching Has Occurred Case Study
Module Ten: Review Questions
Module Eleven: Remember These Basic Qualities
Express Confidence in Their Abilities Practice What you Preach
Have an Open Door
Their Success is Your Success
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
Module Nine: Working with Data
Sorting Data
Filtering Data
About Collaborating
About Refreshing External Data Module Nine: Review Questions
Module Ten: Formatting Your Data
Changing the Appearance of Text Changing the Appearance of Numbers Setting Alignment Options
Adding Borders
Adding Fill Color
Module Ten: Review Questions
Module Eleven: The Insert Tools
Inserting Tables
Inserting Charts
Working with Charts
Inserting Links
Module Eleven: Review Questions
For more information, please visit http://read-academy.org
Module Twelve: Wrapping Up
Words from the Wise
Review of the Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Managing Workplace Anxiety
The workplace is one of the leading locations where people experience stress and anxiety. Every employee will encounter it sometime during his or her career. Everyone should be aware of the signs of anxiety and the tools needed to cope and deal with it.
Our Managing Workplace Anxiety workshop will provide your participants 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. Through this workshop your participants will be better suited to the challenges that the workplace can bring.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: Common Types of Anxiety
Social Anxiety
Generalized Anxiety Disorder Panic Disorder
Phobias
Case Study
Module Two: Review Questions
Module Three: Recognizing Symptoms in Others
Avoiding Social Situations
Difficulty in Accepting Negative Feedback Difficulty in Focusing on Tasks
Irrational Fears
Case Study
Module Three: Review Questions
For more information, please visit http://read-academy.org
Module Four: Coping Strategies (I)
Keeping a Journal
Power of Positive Thinking Have a “Me” Place You Can Go Establish Attainable Goals
Case Study
Module Four: Review Questions
Module Five: Coping Strategies (II)
Talk With Friends and Family
Get Enough Sleep
Eating Well and Exercise
Begin Small and Build Up to Larger Challenges Case Study
Module Five: Review Questions
Module Six: Don’t Avoid the Situation
It’s OK to Make a Mistake
Accept the Situation, and Move On Avoidance Can Cause a Cycle of Anxiety Identify the Trigger
Case Study
Module Six: Review Questions
Module Seven: Differences in Anxiety and Normal Nervousness
It Runs Along a Spectrum
Anxiety Can Happen Without a Cause The Length of Time Symptoms Last It’s an Exaggeration of Normal Feelings Case Study
Module Seven: Review Questions
Module Eight: Physical Symptoms
Rapid Heartbeat Panic Attack Headache
Trembling or Shaking Case Study
Module Eight: Review Questions
For more information, please visit http://read-academy.org
Module Nine: Recognize the Positive Aspects of Anxiety
It Alerts Us to Danger Improves Self-Awareness Can Be a Great Motivator Prevent Mistakes
Case Study
Module Nine: Review Questions
Module Ten: Common Anxiety Triggers
Uncertainty or Fear of the Unknown Holding in Feelings
Public Speaking/Speaking Up Trying to Be Perfect
Case Study
Module Ten: Review Questions
Module Eleven: When to Seek Extra Help?
Feeling Overwhelmed Physical Changes
Unable to Work or Function Panic Attacks
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Measuring Results from Training
Although we all know that training can have many amazing benefits, sometimes it can be hard to prove those benefits and attach a dollar value to training. Some topics, like sales training or time management, might have direct, tangible benefits. Other topics, like communication or leadership, might have benefits that you can’t put a dollar value on. In this course, we will learn about the different ways to evaluate training progress, and how to use those results to demonstrate the results that training brings.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Kolb’s Learning Styles
The Four-Stage Process Accommodators Divergers
Convergers Assimilators
Module Three: Kirkpatrick’s Levels of Evaluation
Overview
Level One: Reactions Level Two: Learning Level Three: Behavior Level Four: Results
Module Four: Types of Measurement Tools
Goal Setting Self-Evaluations
Peer Evaluations Supervisor Evaluations High-Level Evaluations
Module Five: Focusing the Training
Performing a Needs Assessment Creating Learning Objectives Drilling Down Into Content
For more information, please visit http://read-academy.org
Module Six: Creating an Evaluation Plan
What Will We Evaluate?
When Will the Evaluation be Completed? How Will We Evaluate It?
Who Will Perform the Evaluation?
Module Seven: Assessing Learning before Training
Workplace Observation Objectives Assessment Pre-Assignments and Pre-Tests
Module Eight: Assessing Learning during Training
Reviewing Learning Objectives Performing Hip-Pocket Assessments Quizzes and Tests
Skill Assessments
Module Nine: Assessing Learning after Training
Evaluation Timelines
Learning Journal
Goal Setting
Additional Methods of Evaluation
Module Ten: The Long Term View
Creating a Long Term Evaluation Plan Methods of Evaluation
Documenting Lessons Learned
Module Eleven: Calculating the Return on Investment (ROI)
A Basic ROI Formula
Identifying and Measuring Tangible Benefits Identifying and Measuring Intangible Benefits Calculating Total Costs
Making a Business Case
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Media and Public Relations
In this workshop, you will get knowledge you need to manage effectively your 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.
Networking and public relations is the most successful method of communicating your value to those around you. Furthermore, good networking skills enable you to tap into those relationships you already have and increase the scope of your network. The larger the scope the more people knows you and offers you opportunities.
This workshop is designed to give you practical teaching and hands-on tools that will get you networking once you complete this course. Before we begin, let’s kick of the session with a networking ice breaker.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Networking for Success (I)
Creating an Effective Introduction Making a Great First Impression
Module Three: Networking For Success (II)
Minimizing Nervousness
Using Business Cards Effectively Remembering Names
Module Four: The Meet and Greet
The Three-Step Process
The Four Levels of Conversation Case Study (I)
Case Study (II)
Module Five: Dressing for Success
The Meaning of Colors Interpreting Common Dress Codes Deciding What to Wear
For more information, please visit http://read-academy.org
Module Six: Writing
Business Letters Writing Proposals Reports
Executive Summaries
Module Seven: Setting Goals
Understanding Goals
SMART Goals
Helping Others with Goal Setting
Module Eight: Media Relations
Television
Print
Web Presence, Blogs & the Internet
Module Nine: Issues and Crisis Communication Planning
Gauging the Impending Crisis Level Providing Feedback and Insights How Information Will be Distributed Tracking the Overall Effect
Module Ten: Social Media (The PR Toolkit)
Blogs
Wikis
Podcasts
Social Bookmarks RSS Feeds
Module Eleven: Employee Communications
Verbal Communication Non-Verbal Communication Skills Email Etiquette
Negotiation Skills
Making an Impact
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Meeting Management
You are on your first project and you have to organize and manage the project kick-off meeting. What do you do first? Do you create the agenda or the invitation list? How do you run a meeting? What preparation do you need? All of these are valid and real questions you, as the meeting manager, must address. There is no doubt about it. Meetings require skill and technique in order for the meeting to achieve its purpose. Disorganized and poorly managed meetings waste time and hurt your credibility as a meeting manager. Consistently leaving a poor impression with the attendees will haunt you if left unchecked.
This training course is designed to give you the basic tools you need to initiate and manage your meetings. You will learn planning and leading techniques that will give you the confidence to run a meeting that will engage your attendees and leave a positive and lasting impression. This is a hands-on workshop and your participation will help make it a valuable experience. Use this time to begin the process of developing your skills along with other participants who share the same desire to improve their meeting management skills.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Planning and Preparing (I)
Identifying the Participants Choosing the Time and Place Creating the Agenda
Module Three: Planning and Preparing (II)
Gathering Materials
Sending Invitations
Making Logistical Arrangements
Module Four: Setting up the Meeting Space
The Basic Essentials
The Extra Touches
Choosing a Physical Arrangement
Module Five: Electronic Options
Overview of Choices Available Things to Consider
Making a Final Decision
For more information, please visit http://read-academy.org
Module Six: Meeting Roles and Responsibilities
The Chairperson
The Minute Taker
The Attendees
Variations for Large and Small Meetings
Module Seven: Chairing a Meeting (I)
Getting Off on the Right Foot The Role of the Agenda Using a Parking Lot
Module Eight: Chairing a Meeting (II)
Keeping the Meeting on Track Dealing with Overtime
Holding Participants Accountable
Module Nine: Dealing with Disruptions
Running in and Out
Cell Phone and Pagers Ringing Off on a Tangent
Personality Conflict
Module Ten: Taking Minutes
What are Minutes? What do I Record?
A Take-Home Template
Module Eleven: Making the Most of Your Meeting
The 50 Minute Meeting Using Games
Giving Prizes
Stuffed Magic
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Middle Manager
Traditionally, middle managers make up the largest managerial layer in an organization. Middle managers are responsible to those above them and those below them. They head a variety of departments and projects. In order for a company to operate smoothly, it is essential that those in middle management be committed to the goals of the organization and they understand how to effectively execute these goals.
It is crucial for businesses to focus on these essential managers and provide them with the opportunities to succeed. No matter the organization’s structure or size, it will benefit from employing well-trained middle managers.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Introduction to Management
What is Management?
What Do Mangers Do?
What Does It Take to Be a Manager? Why Does Management Matter?
Module Three: Ethics and Social Responsibility
What is Ethical Workplace Behavior? What is Unethical Workplace Behavior? How to Make Ethical Decisions
What is Social Responsibility?
Module Four: Managing Information
Why Information Matters
Strategic Importance of Information Characteristics and Costs of Useful Information Getting and Sharing Information
Module Five: Decision-Making
What is Rational Decision-Making? Steps to Rational Decision-Making Limits to Rational Decision-Making Improving Decision-Making
For more information, please visit http://read-academy.org
Module Six: Control
Basics of Control
The Control Process
Is Control Necessary or Possible? How and What to Control Control Methods
Module Seven: Organizational Strategy
Basics of Organizational Strategy Sustainable Competitive Advantage Strategy-Making Process
Corporate, Industry, Firm Level Strategies
Module Eight: Innovation and Change
Organizational Innovation
Why Innovation Matters
Managing Innovation
Organizational Change
Why Change Occurs and Why it Matters Managing Change
Module Nine: Organizational Structures and Process
Departmentalization Organizational Authority
Job Design
Designing Organizational Process
Module Ten: Managing Teams
The Good and the Bad of Using Teams Kinds of Teams
Work Team Characteristics
Enhancing Work Team Effectiveness
Module Eleven: Motivation and Leadership
Basics of Motivation Equity Theory Expectancy Theory What is Leadership? Situational Leadership Strategic Leadership
For more information, please visit http://read-academy.org
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Negotiation Skills
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.
For example, have you ever
– Decided where to eat with a group of friends?
– Decided on chore assignments with your family? – Asked your boss for a raise?
These are all situations that involve negotiating! This workshop will give participants an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Negotiation
The Three Phases
Skills for Successful Negotiating
Module Three: Getting Prepared
Establishing Your WATNA and BATNA Identifying Your WAP
Identifying Your ZOPA
Personal Preparation
Module Four: Laying the Groundwork
Setting the Time and Place Establishing Common Ground Creating a Negotiation Framework The Negotiation Process
Module Five: Phase One — Exchanging Information
Getting off on the Right Foot What to Share
What to Keep to Yourself
For more information, please visit http://read-academy.org
Module Six: Phase Two — Bargaining
What to Expect Techniques to Try
How to Break an Impasse
Module Seven: About Mutual Gain
Three Ways to See Your Options About Mutual Gain
What Do I Want?
What Do They Want?
What Do We Want?
Module Eight: Phase Three — Closing
Reaching Consensus
Building an Agreement
Setting the Terms of the Agreement
Module Nine: Dealing with Difficult Issues
Being Prepared for Environmental Tactics Dealing with Personal Attacks
Controlling Your Emotions
Deciding When It’s Time to Walk Away
Module Ten: Negotiating Outside the Boardroom
Adapting the Process for Smaller Negotiations Negotiating via Telephone
Negotiating via Email
Module Eleven: Negotiating on Behalf of Someone Else
Choosing the Negotiating Team Covering All the Bases
Dealing with Tough Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Office Politics for Managers
You have likely experienced some form of Office Politics. 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 peers and colleagues in a way that is mutually beneficial. Employees who understand the positive aspects of Office Politics are better team members and end up being more successful and productive.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: New Hires
Company Core Values Building Relationships Encourage Respect Setting Ground Rules Case Study
Module Two: Review Questions
Module Three: It’s About Interacting and Influencing
Dealing with Different Personalities
Build a Culture of Collaboration
Be Nice to Everyone (Not Just Those That Can Help You) Be a Team Player
Case Study
Module Three: Review Questions
For more information, please visit http://read-academy.org
Module Four: Dealing With Rumors, Gossip, and Half-Truths
It’s Effects on Moral
Reinforce the Truth with Facts Do Not Participate
Deal With it Swiftly
Case Study
Module Four: Review Questions
Module Five: Office Personalities (I)
Complainer Gossiper
Bully
Negative Ned/Nancy Case Study
Module Four: Review Questions
Module Six: Office Personalities (II)
Information Keeper Know-it-All
The Apple-Polisher Nosey Neighbor Case Study
Module Six: Review Questions
Module Seven: Getting Support for Your Projects
Gain Trust Through Honesty Be Assertive
Blow Your Own Horn
Make Allies
Case Study
Module Seven: Review Questions
Module Eight: Conflict Resolution
The Importance of Forgiveness Neutralizing Emotions
The Benefits of a Resolution The Agreement Frame
Case Study
Module Eight: Review Questions
For more information, please visit http://read-academy.org
Module Nine: Ethics
Benefits of an Ethical Environment Lead by Example
Ensuring Ethical Behavior Addressing Unethical Behavior Case Study
Module Nine: Review Questions
Module Ten: You Are Not an Island
Never Burn a Bridge
Take the High Road
Trust is a Two Way Street Don’t Hide in Your Office Case Study
Module Ten: Review Questions
Module Eleven: Social Events Outside of Work
How to Decline Politely
Rules When Attending Meeting New People Conversation Do’s and Don’ts Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Organizational Skills
Developing good Organizational Skill is an investment that will provide benefits for years. To be successful means to be organized. These skills will filter through all aspects of your participants professional and personal lives. Throughout this workshop your participants will be given the tools necessary in developing better Organizational Skills.
Through Organizational Skills your participants will encounter improved productivity, better management, and an overall increase in professional growth. 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.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: Remove the Clutter
Just Do It
You Don’t Have to Keep Everything
Three Boxes: Keep, Donate, and Trash
A Place For Everything And Everything In Its Place Case Study
Module Two: Review Questions
Module Three: Prioritize
Write It Down
Urgent/Important Matrix
Divide Tasks
80/20 Rule
Case Study
Module Three: Review Questions
For more information, please visit http://read-academy.org
Module Four: Scheduling Your Time
Have a Master Calendar
Setting Deadlines
Remove or Limit the Time Wasters
Coping With Things Outside of Our Control Case Study
Module Four: Review Questions
Module Five: To Do Lists
Use a Day Planner
Finish What You Start
Focus on the Important
Do Quick Tasks Immediately Case Study
Module Four: Review Questions
Module Six: Paper and Paperless Storage
Find a System that Works for You Make it Consistent
Make it Time Sensitive
Setting up Archives
Case Study
Module Six: Review Questions
Module Seven: Organization Your Work Area
Keeping Items Within Arm’s Reach
Only Have Current Projects on Your Desk Arranging Your Drawers
Organize to Match Your Workflow
Case Study
Module Seven: Review Questions
Module Eight: Tools to Fight Procrastination
Eat That Frog!
Remove Distractions
Give Yourself a Reward
Break Up Large Tasks
Case Study
Module Eight: Review Questions
For more information, please visit http://read-academy.org
Module Nine: Organizing your Inbox
Setting up Delivery Rules
Folder and Message Hierarchy
Deal with Email Right Away
Flag and Highlight Important Items Case Study
Module Nine: Review Questions
Module Ten: Avoid the Causes of Disorganization
Keeping Everything
Not Being Consistent
Not Following a Schedule
Bad Habits
Case Study
Module Ten: Review Questions
Module Eleven: Discipline is the Key to Stay Organized
Stay Within Your Systems
Learn to Say No
Have Organization Be Part of Your Life Plan for Tomorrow, Today
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Overcoming Sales Objections
Experiencing a sales objection can be a disheartening event. Through this course we will learn how to eliminate the objection and push through to get that sale. Overcoming objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients. Objections will always occur no matter the item being sold or presented. The best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Three Main Factors
Skepticism
Misunderstanding
Stalling
Module Two: Review Questions
Module Three: Seeing Objections as Opportunities
Translating the Objection to a Question Translating the Objection to a Reason to Buy Case Study
Module Three: Review Questions
Module Four: Getting to the Bottom
Asking Appropriate Questions Common Objections
Basic Strategies
Case Study
Module Four: Review Questions
Module Five: Finding a Point of Agreement
Outlining Features and Benefits
Identifying Your Unique Selling Position Agreeing with the Objection to Make the Sale Case Study
Module Five: Review Questions
For more information, please visit http://read-academy.org
Module Six: Have the Client Answer Their Own Objection
Understand the Problem Render It Unobjectionable Case Study
Module Six: Review Questions
Module Seven: Deflating Objections
Bring up Common Objections First The Inner Workings of Objections Case Study
Module Seven: Review Questions
Module Eight: Unvoiced Objections
How to Dig up the “Real Reason” Bringing Their Objections to Light Case Study
Module Eight: Review Questions
Module Nine: The Five Steps
Expect Them
Welcome Them
Affirm Them
Complete Answers Compensating Benefits
Module Nine: Review Questions
Module Ten: Dos and Don’ts
Dos
Don’ts
Module Ten: Review Questions
Module Eleven: Sealing the Deal
Understanding When It’s Time to Close Powerful Closing Techniques
The Power of Reassurance
Things to Remember
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Performance Management
Performance Management is making sure the employee and the organization are focused on the same priorities. It touches on the organization itself by improving production and reducing waste. It helps the employee or individual set and meet their goals and improves the employee manager relationship. The key in keeping an organization and employee aligned, which improves performance and productivity, is Performance Management.
When changes occur Performance Management helps the transition to be smoother and less hectic. It helps the organization and employee have a stream-lined relationship which improves communication and interactions between the two groups. It will help close any gaps that exist in an employee’s skill-set and make them a more valuable employee through feedback and coaching.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: The Basics (I)
What is Performance Management?
How Does Performance Management Work? Tools
Case Study
Module Two: Review Questions
Module Three: The Basics (II) Three Phase Process Assessments
Performance Reviews
Case Study
Module Three: Review Questions
For more information, please visit http://read-academy.org
Module Four: Goal Setting
SMART Goal Setting Specific Goals Measureable Goals Attainable Goals Realistic Goals Timely Goals Monitoring Results Case Study
Module Four: Review Questions
Module Five: Establishing Performance Goals
Strategic Planning Job Analysis Setting Goals Motivation
Case Study
Module Five: Review Questions
Module Six: 360 Degree Feedback
What is 360 Degree Feedback?
Vs. Traditional Performance Reviews The Components
Case Study
Module Six: Review Questions
Module Seven: Competency Assessments
Competency Assessment Defined Implementation
Final Destination
Case Study
Module Seven: Review Questions
Module Eight: Kolb’s Learning Cycle
Experience
Observation
Conceptualization Experimentation
Case Study
Module Eight: Review Questions
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Module Nine: Motivation
Key Factors
The Motivation Organization Identifying Personal Motivators Evaluating and Adapting
Case Study
Module Nine: Review Questions
Module Ten: The Performance Journal
Record Goals and Accomplishments Linking with Your Employees or Managers Implementing a Performance Coach Keeping Track
Case Study
Module Ten: Review Questions
Module Eleven: Creating a Performance Plan
Goals
Desired Results
Prioritization
Measure
Evaluation
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise Review of Parking Lot Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Personal Productivity
Most people find that they wish they had more time in a day. This workshop will show 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.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Setting SMART Goals
The Three P’s
The SMART Way Prioritizing Your Goals Evaluating and Adapting
Module Three: The Power of Routines
What is a Routine?
Personal Routines
Professional Routines
Six Easy Ways to Simplify Your Life
Module Four: Scheduling Yourself
The Simple Secret of Successful Time Management Developing a Tracking System
Scheduling Appointments
Scheduling Tasks
Module Five: Keeping Yourself on Top of Tasks
The One-Minute Rule
The Five-Minute Rule
What To Do When You Feel Like You’re Sinking
Module Six: Tackling New Tasks and Projects
The Sliding Scale
A Checklist for Getting Started Evaluating and Adapting
For more information, please visit http://read-academy.org
Module Seven: Using Project Management Techniques
The Triple Constraint Creating the Schedule Using a RACI Chart
Module Eight: Creating a Workspace
Setting Up the Physical Layout Ergonomics 101
Using Your Computer Efficiently
Module Nine: Organizing Files and Folders
Organizing Paper Files Organizing Electronic Files Scheduling Archive and Clean-Up
Module Ten: Managing E-Mail
Using E-mail Time Wisely
Taking Action!
Making the Most of Your E-mail Program Taking Time Back from Handheld Devices
Module Eleven: Tackling Procrastination
Why We Procrastinate
Nine Ways to Overcome Procrastination Eat That Frog!
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Presentation Skills
This program can benefit anyone who presents; a trainer, a meeting facilitator, speaker, or seminar discussion leader. No matter which role you are assuming, this workshop will help you become more efficient and proficient with the skills of providing information to others.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Creating the Program
Performing a Needs Analysis Writing the Basic Outline Researching, Writing, and Editing
Module Three: Choosing Your Delivery Methods
Basic Methods
Advanced Methods
Basic Criteria to Consider
Module Four: Verbal Communication Skills
Listening and Hearing: They Aren’t the Same Thing Asking Questions
Communicating with Power
Module Five: Non-Verbal Communication Skills
Body Language
It’s Not What You Say, It’s How You Say It
Module Six: Overcoming Nervousness
Preparing Mentally
Physical Relaxation Techniques
Module Seven: Creating Fantastic Flip Charts
Required Tools
The Advantages of Pre-Writing Using Colors Appropriately Creating a Plan B
For more information, please visit http://read-academy.org
Module Eight: Creating Compelling PowerPoint Presentations
Required Tools Tips and Tricks Creating a Plan B
Module Nine: Wow ‘Em with the Whiteboard
Traditional and Electronic Whiteboards Required Tools
Using Colors Appropriately
Creating a Plan B
Module Ten: Vibrant Videos and Amazing Audio
Required Tools Tips and Tricks Creating a Plan B
Module Eleven: Pumping it Up a Notch
Make Them Laugh a Little Encouraging Discussion Dealing with Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Project Management
In the past few decades, organizations have discovered something incredible: the principles that have been used to create enormous successes in large projects can be applied to projects of any size to create amazing success. As a result, many employees are expected to understand project management techniques and how to apply them to projects of any size.
This workshop will give participants an overview of the entire project management process, as well as key project management tools that they can use every day.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Key Concepts (I)
What is a Project?
What is Project Management? What is a Project Manager?
Module Three: Key Concepts (II)
About the Project Management Institute (PMI)
About the Project Management Body Of Knowledge (PMBOK) The Five Process Groups
The Nine Knowledge Areas
The Triple Constraint
Module Four: Initiation (I)
Identifying Your Stakeholders
Assessing Needs and Wants
Setting a SMART Project Goal
Creating Requirements and Deliverables
Module Five: Initiation (II)
Creating a Statement of Work
Completing the Project Planning Worksheet Completing the Project Charter
For more information, please visit http://read-academy.org
Module Six: Planning (I)
Managing Expectations Creating a Task List Estimating Time Estimating Resources Estimating Costs
Module Seven: Planning (II)
Building the Work Breakdown Structure Creating the Schedule
Creating a Risk Management Plan Creating a Communication Plan
Module Eight: Planning Tools
The Gantt Chart
The Network Diagram
Using a RACI Chart
Going the Extra Mile: Microsoft Project
Module Nine: Executing the Project
Establishing Baselines
Monitoring Project Progress
Triple Constraint Reduction Methods
Module Ten: Maintaining and Controlling the Project
Making the Most of Status Updates Managing Change
Monitoring Risks
Module Eleven: Closing Out
Preparing for Closeout Celebrating Successes
Learning from Project Challenges Scope Verification
A Final To-Do List
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Proposal Writing
A good proposal doesn’t just outline what product or service you would like to create or deliver. It does so in such a way that the reader feels it is the only logical choice.
This course will take participants through each step of the proposal writing process, from understanding why they are writing a proposal; to gathering information; to writing and proofreading; to creating the final, professional product.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Proposals
What is a Proposal?
The Proposal Writing Process Types of Proposals
About Requests for Proposals
Module Three: Beginning the Proposal Writing Process
Identifying Your Purpose and Your Audience Performing a Needs Analysis
Writing the Goal Statement
Module Four: Preparing an Outline
A General Format Special Sections Creating a Framework Getting Down to Details
Module Five: Finding Facts
Identifying Resources
Using the Internet as a Resource Organizing Your Information
Module Six: Writing Skills (I)
Spelling and Grammar Working with Words Constructing Sentences Persuasive Writing
For more information, please visit http://read-academy.org
Mastering Voice
Module Seven: Writing Skills (II)
Creating Paragraphs Creating Strong Transitions Building to Conclusions
Module Eight: Writing the Proposal
Educating the Evaluator Ghosting the Competition Using Illustrations
Module Nine: Checking for Readability
Checking for Clarity Reading for Your Audience Using the Readability Index
Module Ten: Proofreading and Editing
Proofreading Like a Pro Editing Techniques Checking the Facts
The Power of Peer Review
Module Eleven: Adding the Final Touches
Our Top Typesetting Tips
Achieving a Professional Look and Feel Creating the Final Package
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Public Speaking
According to a 1973 survey by the Sunday Times of London, 41% of people list public speaking as their biggest fear. Forget small spaces, darkness, and spiders – standing up in front of a crowd and talking is far more terrifying for most people.
However, mastering this fear and getting comfortable speaking in public can be a great ego booster, not to mention a huge benefit to your career. This workshop will give you some valuable public speaking skills, including in-depth information on developing an engaging program and delivering your presentation with power.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Identifying Your Audience
Performing a Needs Analysis
Creating an Audience Profile
Identifying Key Questions and Concerns
Module Three: Creating a Basic Outline
Outlining the Situation
Identifying the Task That Had to Be Performed Listing the Actions You Took
Revealing the Results
Module Four: Organizing the Program
Making Organization Easy Organizational Methods Classifying and Categorizing
Module Five: Fleshing It Out
Identifying Appropriate Sources Establishing Credibility
The Importance of Citations
Module Six: Putting It All Together
Writing Your Presentation
Adding a Plan B
Reviewing, Editing, and Rewriting
For more information, please visit http://read-academy.org
Module Seven: Being Prepared
Checking Out the Venue Gathering Materials
A 24 Hour Checklist
Module Eight: Overcoming Nervousness
A Visit from the Boss
Preparing Mentally
Physical Relaxation Techniques
Appearing Confident in Front of the Crowd
Module Nine: Delivering Your Speech (I)
Starting Off on the Right Foot
Module Ten: Delivering Your Speech (II)
Adjusting on the Fly
Gauging Whether Breaks Are Required Wrapping Up and Winding Down
Module Eleven: Questions and Answers
Ground Rules
Answering Questions That Sound Like an Attack Dealing with Complex Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Safety in the Workplace
Workplace safety is the responsibility of everyone in an organization. Companies have legal obligations to meet certain safety requirements, but many go further than the minimum obligations. Safety standards and procedures must be put in place, and everyone needs to follow the standards in order for them to be effective.
Each industry has its own set of hazards, but there are workplace hazards that are common across organizations. By identifying and anticipating hazards, employers can prevent injuries and keep employees safe.
This course will be instrumental in reviewing common hazards, safety techniques and after completion; you will have the tools to help you create a Safety policy for your work place.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: An Overview
Work Safety and Health Legislations Roles & Duties
Safety Planning
Module Three: Types of Hazards
Computer Workstations Ergonomics
Fire Prevention
Fitness & Wellness Heat Stress
Stress Violence
Module Four: Managers Role
Promoting & Enforcing Safety Standards Element of a Health and Safety Program Responsibilities
Corporate Culture
For more information, please visit http://read-academy.org
Module Five: Training
Reasons for Training
Definition
Orientation
On the Job Training
Safety Meetings
Planning and Conducting a Training Session
Module Six: Stress Management
Altering
Avoiding
Accepting
Relaxation Techniques
Using Routines to Reduce Stress
For more information, please visit http://read-academy.org
Module Seven: Workplace Violence
What is Workplace Violence?
Identifying
Addressing
Implementing a Workplace Harassment Policy
Module Eight: Indentifying Your Company Hazards
Conducting an Inspection Prioritizing Deficiencies Report & Following Up
Module Nine: Drug & Alcohol Abuse
For Employees
For Managers or Supervisors
When to Address
Implementing a “No Tolerance” Rule
Module Ten: Writing the Safety Plan
Management Involvement
Responsibility
Employee Involvement
Follow Through with Accident Investigations Training of Employees
Module Eleven: Implement the Plan
Selecting an Employee Representative Identifying Roles
Assigning Responsibility
Follow Through
For more information, please visit http://read-academy.org
Module Twelve: Wrapping Up
Words from the Wise Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Sales Fundamentals
Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making this interest concrete – something that merits spending some of their hard-earned money.
This workshop will give participants a basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding the Talk
Types of Sales
Common Sales Approaches Glossary of Common Terms
Module Three: Getting Prepared to Make the Call
Identifying Your Contact Person Performing a Needs Analysis Creating Potential Solutions
Module Four: Creative Openings
A Basic Opening for Warm Calls Warming up Cold Calls
Using the Referral Opening
Module Five: Making Your Pitch
Features and Benefits
Outlining Your Unique Selling Position
The Burning Question That Every Customer Wants Answered
Module Six: Handling Objections
Common Types of Objections Basic Strategies
Advanced Strategies
For more information, please visit http://read-academy.org
Module Seven: Sealing the Deal
Understanding When It’s Time to Close Powerful Closing Techniques
Things to Remember
Module Eight: Following Up
Thank You Notes
Resolving Customer Service Issues Staying in Touch
Module Nine: Setting Goals
The Importance of Sales Goals Setting SMART Goals
Module Ten: Managing Your Data
Choosing a System That Works for You Using Computerized Systems
Using Manual Systems
Module Eleven: Using a Prospect Board
The Layout of a Prospect Board How to Use Your Prospect Board A Day in the Life of Your Board
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Social Media Training for the Workplace
We are being 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 that 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 your participants will realize how Social media and the Workplace can work together.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: What is Social Media?
Online Communities User Created Content Information Sharing Communication Tools Case Study
Module Two: Review Questions
Module Three: Defining Your Social Media Policy (I)
It Should be a Living Document Choosing an Information Officer What Can and Cannot Be Shared Legal and Ethic Specifications Case Study
Module Three: Review Questions
Module Four: Defining Your Social Media Policy (II)
New Hire Orientation
Let Common Sense Guide You Nothing Offensive
Rules on Soliciting and Personal Posts Case Study
Module Four: Review Questions
For more information, please visit http://read-academy.org
Module Five: Creating a Living Document
What is a Living Document? How Often is it Revised? Who Will be in Charge Change Management
Case Study
Module Five: Review Questions
Module Six: Keeping an Eye on Security
Password Rules
Needs Constant Monitoring Keeping Information Confidential Protecting Intellectual Property Case Study
Module Six: Review Questions
Module Seven: Rules to Follow When Posting (I)
Always Show Respect
Stop and Think Before You Post
Always be Honest
Never Discredit or Talk Ill of Competitors Case Study
Module Seven: Review Questions
Module Eight: Rules to Follow When Posting (II)
Be Transparent
Act Like You Would in Real Life Grammar and Spelling Still Counts Never Post When You Are Angry Case Study
Module Eight: Review Questions
Module Nine: Benefits of Social media
From Audience to Author
Builds Customer Loyalty
Speed and Flexibility in Communication Two Way Communications
Case Study
Module Nine: Review Questions
For more information, please visit http://read-academy.org
Module Ten: The Pitfalls of Social Media
Bullying
Group Think
Trolling
Remember, It Is Out There Forever Case Study
Module Ten: Review Questions
Module Eleven: Listen to Your Customers
They Provide Great Feedback It Makes Them Happy Improves Your Brand
Improves Product Development Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Stress Management
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. This workshop will give participants a three-option method for addressing any stressful situation, as well as a toolbox of personal skills, including using routines, relaxation techniques, and a stress log system.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Stress
What is Stress?
What is Eustress?
Understanding the Triple A Approach
Module Three: Creating a Stress-Reducing Lifestyle
Eating Properly Exercising Regularly Sleeping Well
Module Four: Altering the Situation
The First A
Identifying Appropriate Situations Creating Effective Actions
Module Five: Avoiding the Situation
The Second A
Identifying Appropriate Situations Creating Effective Actions
Module Six: Accepting the Situation
The Third A
Identifying Appropriate Situations Creating Effective Actions
Module Seven: Using Routines to Reduce Stress
Planning Meals Organizing Chores Using a To-Do List
For more information, please visit http://read-academy.org
Module Eight: Environmental Relaxation Techniques
Finding a Sanctuary Using Music
Seeing the Humor
Module Nine: Physical Relaxation Techniques
Soothing Stretches Deep Breathing Tensing and Relaxing Meditation
Module Ten: Coping with Major Events
Establishing a Support System Creating a Plan
Knowing When to Seek Help
Module Eleven: Our Challenge to You
Creating a Stress Log
Week One: Recording Events
Week Two: Identifying Stressors and Creating a Plan Week Three: Creating New Habits
Reviewing and Evaluating
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Supervising Others
Supervising others can be a tough job. Between managing your own time and projects, helping your team members solve problems and complete tasks, and helping other supervisors, your day can fill up before you know it. This workshop will help supervisors become more efficient and proficient, with information on delegating, managing time, setting goals and expectations (for themselves and others), providing feedback, resolving conflict, and administering discipline.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Setting Expectations
Defining the Requirements
Identifying Opportunities for Improvement and Growth Setting Verbal Expectations
Putting Expectations in Writing
Module Three: Setting Goals
Understanding Cascading Goals The SMART Way
Helping Others Set Goals
Module Four: Assigning Work
General Principles
The Dictatorial Approach The Apple-Picking Approach The Collaborative Approach
Module Five: Degrees of Delegation
Level One: Complete Supervision Level Two: Partial Supervision
Level Three: Complete Independence
Module Six: Implementing Delegation
Deciding to Delegate
To Whom Should You Delegate? Providing Instructions Monitoring the Results Troubleshooting Delegation
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Module Seven: Providing Feedback
Characteristics of Good Feedback Feedback Delivery Tools Informal Feedback
Formal Feedback
Module Eight: Managing Your Time
The 80/20 Rule
Prioritizing with the Urgent-Important Matrix
Using a Productivity Journal
Using Routines and Rituals to Simplify Your Workday
Module Nine: Resolving Conflict
Using a Conflict Resolution Process Maintaining Fairness
Seeking Help from Within the Team Seeking Help from Outside the Team
Module Ten: Tips for Special Situations
What to Do If You’ve Been Promoted from within the Team What to Do If You’re Leading a Brand New Team
What to Do if You’re Taking on an Established Team
Module Eleven: A Survival Guide for the New Supervisor
Ask the Right Questions of the Right People Go to Gemba
Keep Learning!
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Supply Chain Management
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 in today’s global economy. 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 company and employees will be on target to lower costs, improving efficiency, and increase customer satisfaction. This course will provide your employees with the understanding of how Supply Chain Management can improve and help almost any type of business.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluations
Module Two: Why Supply Chain Management?
Customer Satisfaction Improving Performance Lowering Costs
Product Development Case Study
Module Two: Review Questions
Module Three: Key Terms (I)
Procurement
Upstream and Downstream
Raw Material
Forecasting
Carrying Cost
Case Study
Module Three: Review Questions
For more information, please visit http://read-academy.org
Module Four: Key Terms (II)
Inventory
Order Generation
Order Taking
Order Fulfillment
Returns Management
Case Study
Module Four: Review Questions
Module Five: Three Levels of Supply Chain Management
Strategic level
Tactical level
Operational Level
Bullwhip Effect
Case Study
Module Five: Review Questions
Module Six: Five Stages of Supply Chain Management
Plan
Source
Make
Deliver
Return
Case Study
Module Six: Review Questions
Module Seven: The Flows of Supply Chain Management
The Product Flow
The Information Flow
The Finances Flow
Data Warehouses
Case Study
Module Seven: Review Questions
Module Eight: Inventory Management
Levels of Inventory Just-In-Time Inventory Keeping Accurate Records Inventory Calculator
Case Study
Module Eight: Review Questions
For more information, please visit http://read-academy.org
Module Nine: Supply Chain Groups
The Suppliers
The Producers
The Customers
The Customer’s Customer’s Case Study
Module Nine: Review Questions
Module Ten: Tracking and Monitoring
Dashboard
RFID’s
Alert Generation
Stock Keeping Unit (SKU): Case Study
Module Ten: Review Questions
Module Eleven: Supply Chain Event Management
Inventory Alerts
Supplier Alerts
Bottlenecking
Being Proactive
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Talent Management
Talent Management is an investment. Every company wants to have the best and brightest employees, and with Talent Management that can be achieved. The item that usually accounts for the highest cost for a company is its work force. With a company’s workforce being the highest cost to it, does it not make sense to invest in it? With Talent Management you are developing a more skilled workforce and attracting a higher caliber of new employee.
We all know that training and retraining costs money and Talent Management can reduce these costs. Recruiting the correct people, and keeping a talented workforce is a priority in today’s business environment. Having a talented group of employees has always been a key to success; it will translate into cost savings and higher productivity. Talent Management is the investment that will pay dividends over the course of its use.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Defining Talent
What Is Talent Management? Types of Talent
Skills and Knowledge Defined Case Study
Module Two: Review Questions
Module Three: Understanding Talent Management
Guidelines
Importance & Benefits
Challenges
Key Elements to Developing a Winning Strategy Case Study
Module Three: Review Questions
Module Four: Performance Management
Performance Management Defined Benefits
How to Keep Your Employees Motivated Case Study
Module Four: Review Questions
For more information, please visit http://read-academy.org
Module Five: Talent Reviews
360 Degree Feedback
Talent Calibration
Maintaining an Effective Workforce Looking to the Future
Case Study
Module Five: Review Questions
Module Six: Succession & Career Planning
What is Succession Planning? Developing a Plan
Executing the Plan Overcoming Roadblocks Case Study
Module Six: Review Questions
Module Seven: Engagement
Employee Engagement Generating Engagement Influences
Case Study
Module Seven: Review Questions
Module Eight: Competency Assessments
Competency Assessment Defined Implementation
Final Destination
Case Study
Module Eight: Review Questions
Module Nine: Coaching, Training & Development
Setting Goals
Developing Options
Providing Feedback
Wrapping Up
Case Study
Module Nine: Review Questions
Module Ten: Dos and Don’ts
Dos and Don’ts
Tips for Talent Management Case Study
Module Ten: Review Questions
For more information, please visit http://read-academy.org
Module Eleven: Employee Retention
Goals and Motivation
The Expectancy Theory
Object Oriented Theory
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise Review of Parking Lot Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Teamwork and Team Building
For most of us, teamwork is a part of everyday life. Whether it’s at home, in the community, or at work, we are often expected to be a functional part of a performing team. This workshop will encourage you to explore the different aspects of a team, as well as ways that they can become a top-notch team performer.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Defining Success
What is a Team?
An Overview of Tuckman and Jensen’s Four-Phase Model
Module Three: Types of Teams
The Traditional Team Self-Directed Teams E-Teams
Module Four: The First Stage of Team Development – Forming
Hallmarks of This Stage What To Do As A Leader What To Do As A Follower
Module Five: The Second Stage of Team Development – Storming
The Hallmarks of This Stage What To Do As A Leader What To Do As A Follower
Module Six: The Third Stage of Team Development – Norming
The Hallmarks of This Stage What To Do As A Leader What To Do As A Follower
Module Seven: The Fourth Stage of Team Development – Performing
Hallmarks of this Stage What To Do As A Leader What To Do As A Follower
For more information, please visit http://read-academy.org
Module Eight: Team Building Activities
The Benefits and Disadvantages
Team-Building Activities That Won’t Make People Cringe Choosing a Location for Team-Building
Module Nine: Making the Most of Team Meetings
Setting the Time and the Place Trying the 50-Minute Meeting Using Celebrations of All Sizes
Module Ten: Solving Problems as a Team
The Six Thinking Hats Encouraging Brainstorming Building Consensus
Module Eleven: Encouraging Teamwork
Some Things to Do Some Things to Avoid Some Things to Consider
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Telework and Telecommuting
Working in a home office requires a unique set of skills. Teleworkers or virtual employees have additional challenges created by not being in a centralized office. Communication issues alone make it a challenging job, and recognizing these challenges will help your participants become great teleworkers.
Through Telework and Telecommuting your employees will see a great improvement in their performance and well-being. Being a teleworker does have the advantages of flexible schedules, no commute, and saving the company money. Your participants will establish the additional skills needed to be successful in their work from home environment.
Outline:
Module One: Getting Started
Housekeeping Items
The Parking Lot
Workshop Objectives Pre-Assignment
Action Plans and Evaluations
Module Two: Core Skills Required
Self-Management
Time Management
Organizing and Planning Communication
Case Study
Module Two: Review Questions
Module Three: Self-Management (I)
Solving Problems on Your Own
Being and Staying Motivated
You Have More Freedom, Don’t Abuse It You and Only You are Accountable
Case Study
Module Three: Review Questions
Module Four: Self-Management (II)
Recognize and Remove Bad Habits
Reflect on Mistakes, and Learn from Them Establish Good Habits
Be Assertive With Yourself
Case Study
Module Four: Review Questions
For more information, please visit http://read-academy.org
Module Five: Time Management (I)
Build a Little Flexibility Into Your Schedule Identify and Remove Time Wasters Working with Time Zones
Using Free Time Wisely
Case Study
Module Five: Review Questions
Module Six: Time Management (II)
The Urgent/Important Matrix
Setting and Sticking to Deadlines
The Glass Jar: Rocks, Pebbles, Sand, and Water Recognize When You are Procrastinating
Case Study
Module Six: Review Questions
Module Seven: Organization and Planning (I)
Plan for Additional Stress
When to Seek Help
Being Proactive, not Reactive
Establish Priorities and Attainable Goals Case Study
Module Seven: Review Questions
Module Eight: Organization and Planning (II)
Setting up Your Home Office
Remove Unneeded or Distracting Items When Technology Fails?
Develop a Normal Working Day
Case Study
Module Eight: Review Questions
Module Nine: Communication (I)
Stay in the Loop
Use the Correct Medium
Be Clear and To the Point
Virtual Communication Can Be Impersonal Case Study
Module Nine: Review Questions
For more information, please visit http://read-academy.org
Module Ten: Communication (II)
Open and Frequent Communication
Share Your Information
Have a Collaborative Attitude
Setting Expectations with Family and Friends Case Study
Module Ten: Review Questions
Module Eleven: Additional Challenges
Building Trust and Rapport Feeling Isolated
Always in the Office
Lack of or Less Feedback Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Time Management
Time management training most often begins with setting goals. These goals are recorded and may be broken down into a project, an action plan, or a simple task list. Activities are then rated based on urgency and importance, priorities assigned, and deadlines set. This process results in a plan with a task list or calendar of activities. Routine and recurring tasks are often given less focus to free time to work on tasks that contribute to important goals.
This entire process is supported by a skill set that should include personal motivation, delegation skills, organization tools, and crisis management. We’ll cover all this and more during this workshop.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Setting SMART Goals
The Three P’s
The SMART Way Prioritizing Your Goals Visualization
Module Three: Prioritizing Your Time
The 80/20 Rule
The Urgent/Important Matrix Being Assertive
Module Four: Planning Wisely
Creating Your Productivity Journal
Maximizing the Power of Your Productivity Journal The Glass Jar: Rocks, Pebbles, Sand, and Water Chunk, Block, and Tackle
Ready, Fire, Aim!
Module Five: Tackling Procrastination
Why We Procrastinate
Nine Ways to Overcome Procrastination Eat That Frog!
For more information, please visit http://read-academy.org
Module Six: Crisis Management
When the Storm Hits Creating a Plan Executing the Plan Lessons Learned
Module Seven: Organizing Your Workspace
De-Clutter Managing Workflow Dealing with E-mail Using Calendars
Module Eight: Delegating Made Easy
When to Delegate
To Whom Should You Delegate? How Should You Delegate? Keeping Control
The Importance of Full Acceptance
Module Nine: Setting a Ritual
What is a Ritual?
Ritualizing Sleep, Meals, and Exercise Example Rituals
Using Rituals to Maximize Time
Module Ten: Meeting Management
Deciding if a Meeting is Necessary Using the PAT Approach
Building the Agenda
Keeping Things on Track
Making Sure the Meeting Was Worthwhile
Module Eleven: Alternatives to Meetings
Instant Messaging and Chat Rooms Teleconferencing
E-mail Lists and Online Groups Collaboration Applications
Module Twelve: Wrapping Up
Words from the Wise Review of Parking Lot Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Train-the-Trainer
Whether you are preparing to be a professional trainer, or you are someone who does a bit of training as a part of their job, you’ll want to be prepared for the training that you do. This workshop will give all types of trainer’s tools to help them create and deliver engaging, compelling workshops that will encourage trainees to come back for more.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Training and Facilitation
What is Training?
What is Facilitation?
Identifying Appropriate Situations
Module Three: Gathering Materials
Identifying Participants’ Needs Reviewing the Materials Identifying and Resolving Gaps
Module Four: Creating a Lesson Plan
Planning for the Basics Adding Slack Time Creating a Plan B
Module Five: Choosing Activities
Types of Activities
Preparing for Emergencies
What to Do When Activities Go Wrong
Module Six: Preparing for the Workshop
Creating a Materials List Gathering Participant Information Setting Up the Physical Location
Module Seven: Getting Off on the Right Foot
Greeting Participants
Being Prepared
Using Icebreakers and Energizers
For more information, please visit http://read-academy.org
Module Eight: Delivery Tips and Tricks
Using Visual Aids
Creating Supporting Materials Break!
Module Nine: Keeping it Interactive
Encouraging Discussion Using Group Work
The Power of Sticky Notes
Module Ten: Dealing With Difficult Participants
The Ground Rules Challenges and Solutions Handling Interruptions
Module Eleven: Tackling Tough Topics
Tough Stuff to Watch Out For
Adjusting Your Material for a Sensitive Issue Dealing With Sensitive Issues in the Workshop
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Work-Life Balance
Having a balance between work and home life can be a challenge. With this challenge come great rewards when it is done successfully. By balancing a career with home life it will provide benefits in each environment. You will become healthier, mentally and physically, and you will be able to produce more careers wise.
With a Work-Life Balance you will be managing your time better. Better time management will benefit all aspects of life; you will be working less and producing more. This workshop will show how to focus on the important things, set accurate and achievable goals, and communicate better with your peers at work and your family at home.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Benefits of a Healthy Balance
Why It’s Important
Increased Productivity
Improved Mental and Physical Health Increased Morale
Case Study
Module Two: Review Questions
Module Three: Signs of an Imbalance
Health Risks Absenteeism Burnout Stress
Case Study
Module Three: Review Questions
For more information, please visit http://read-academy.org
Module Four: Employer Resources staff training
Offer More Employee Control
Ask Employees for Suggestions Employee Assistance Program (EAP) Reward Your Staff
Case Study
Module Four: Review Questions
For more information, please visit http://read-academy.org
Module Five: Tips in Time Management
The Urgent/Important Matrix Learn to Say No
Stay Flexible
80/20 Rule
Case Study
Module Five: Review Questions
Module Six: Goal Setting
The Three P’s
SMART Goals Visualization Prioritizing Your Goals Case Study
Module Six: Review Questions
Module Seven: Optional Ways to Work
Telecommuting Job Sharing Job Redesign Flex Time
Case Study
Module Seven: Review Questions
Module Eight: At Work
Leave Home Stress at Home Break Up Large Tasks Delegate
Set Accurate Goals
Case Study
Module Eight: Review Questions
Module Nine: At Home
Leave Work Stress at Work Turn Off the Phone
Take Some “Me” Time Maintain Your Boundaries Case Study
Module Nine: Review Questions
For more information, please visit http://read-academy.org
Module Ten: Stress Management
Exercise
Eating Well
Getting Enough Sleep Self-Assessment
Case Study
Module Ten: Review Questions
Module Eleven: Working in a Home Office
Setting Up a Home Office Setting Boundaries
Dealing With Distractions
Make a Schedule and Stick to It Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Workplace Diversity
With the world becoming more mobile and diverse, diversity has taken on a new importance in the workplace. This workshop will help participants understand what diversity is all about, and how they can help create a more diverse world at work and at home.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: Understanding Diversity
What is Diversity?
Related Terms and Concepts A Brief History
A Legal Overview
Module Three: Understanding Stereotypes
Stereotypes vs. Biases Identifying Your Baggage Understanding What This Means
Module Four: Breaking Down the Barriers
Changing Your Personal Approach Encouraging Workplace Changes Encouraging Social Changes
Module Five: Verbal Communication Skills
Listening and Hearing; They Aren’t the Same Thing Asking Questions
Communicating With Power
Module Six: Non-Verbal Communication Skills
Body Language
The Signals You Send to Others
It’s Not What You Say, It’s How You Say It
Module Seven: Being Proactive
Encouraging Diversity in the Workplace Preventing Discrimination
Ways to Discourage Discrimination
For more information, please visit http://read-academy.org
Module Eight: Coping with Discrimination
Identifying If You Have Been Discriminated Against Methods of Reprisal
Choosing a Course of Action
Module Nine: Dealing with Diversity Complaints as a Person
What to Do If You’re Involved in a Complaint Understanding Your Role
Creating a Support System
Module Ten: Dealing with Diversity Complaints as a Manager
Recording the Complaint Identifying Appropriate Actions Choosing a Path
Module Eleven: Dealing with Diversity Complaints as an Organization
Receiving a Complaint Choosing a Response Learning from the Complaint
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Workplace Harassment
Workplace Harassment can be based on a variety of factors that differ from the one doing the harassment, such as race, sex, and disability.
THREE MAIN ACTIONS CONSTITUTE HARASSMENT:
When someone is doing something to you to make you uneasy
When someone is saying something to you to make you feel uneasy
When someone knowingly puts your life at risk in some way
This course will give you the tools necessary to recognize harassment in the workplace as well understand your rights and responsibilities under the law, with regard to safety in the workplace.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: The Background
The Law
Identifying Harassment Anti-Harassment Policies
Module Three: Developing an Anti-Harassment Policy
An Anti-Harassment Policy: What Should Be Covered How Model Policies Work
Steps to a Healthy Work Place
Educating Employees
Module Four: Policies in the Workplace
Anti-Harassment Policy Statements Employee’s Rights and Responsibilities Employer’s Rights and Responsibilities
Module Five: Proper Procedures in the Workplace
If You are Being Harassed
If You are Accused of Harassing The Investigation
Remedies
For more information, please visit http://read-academy.org
Module Six: False Allegations
How to Address the Situation Confidentiality
Monitoring the Situation Retaliation
Appeals
Module Seven: Other Options
Union Grievance Procedures
Mediation: Getting Help from Outside Organization
Module Eight: Sexual Harassment
Defining Sexual Harassment Elements of Harassment Common Scenarios
Module Nine: Mediation
What is Mediation? Deciding if it is Right How to Implement
Module Ten: Conflict Resolution
How to Resolve the Situation Seeing Both Sides
Deciding the Consequence
Module Eleven: The Aftermath
How to Move On Monitoring the Situation Learning from Mistakes
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Workplace Violence
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.
Allowing workplace harassment to continue will cause legal problems while destroying company morale. Many people are uncertain about what constitutes harassment, and they are confused when their actions are pointed out as demeaning. Legally, harassment is any word, gesture, or action that offends people or makes them feel uncomfortable or intimidated. You never know how sensitive people are, so never say or do anything if you are not sure how it will be received.
Outline:
Module One: Getting Started
Icebreaker Housekeeping Items The Parking Lot Workshop Objectives
Module Two: What is Workplace Harassment?
How to Identify
Costs to your business Legal
Psychological
Module Three: Identifying The Bully
Abusive Workplace Behaviors Bullying and Personality Disorders Narcissism
Module Four: How to Handle Workplace Violence
Types of Behavior
Target the Behavior, Not the Person Implement an Action Plan
Module Five: Risk Assessment (I)
Understanding Anger and Aggression Defusing & De-escalating Strategies Communication Skills
Tactical Options
For more information, please visit http://read-academy.org
Module Six: Risk Assessment (II)
Identifying the Hazard Assessing the Risk Controlling the Risk Evaluating & Review
Module Seven: Being the Victim
What is not Considered Bullying Steps to Take
Module Eight: Checklist for Employers
4 Step Process Addressing all Employees Code of Ethics
Policy and Procedures
Module Nine: Interview Process
Identify a Bully in the Interview Process Warning Signs
Role Play
Case Study
Module Ten: Investigation Process
Advising your Supervisor Lodging the Complaint Initial Response
The Investigation
The Findings Review & Closure
Module Eleven: Developing a Workplace Harassment Policy
Scope
Philosophy
Principles
Intent
Options
Informal Complaint Process Formal Investigation process
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
For more information, please visit http://read-academy.org
Marketing Basics Workshop
Marketing is an essential element for every business. It can be that one missing piece of the puzzle, and when it fits the big picture is revealed. Your participants will be given an introduction to marketing and its benefits. If you are not marketing your business you will not grow, and if you do not grow you will not succeed.
Marketing Basics will provide the basic knowledge to your participants, and give them the ability to build and grow your business. Marketing has changed a lot recently and having a new perspective will give your participants the needed information to assist them in their marketing decisions. No matter what your product or service is, your business will benefit with a better understanding of marketing.
Workshop Objectives:
• Define your market.
• Know the different types of marketing and ways to use them.
• Learn effective ways of communicating with the customer.
• Know how to set marketing goals and strategies.
• Recognize common marketing mistakes and know how to avoid them.
For more information, please visit http://read-academy.org
Social Intelligence Workshop
Social Intelligence is about understanding your environment and having a positive influence. Your participants will 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 a fantastic tool for coaching and development as people will learn “people skills”. Improving social skills through active listening, understanding body language, and being more empathic will give your participants the advantage in their interactions. Social interactions are a two way street, know the rules of the road!
Workshop Objectives:
• Be aware of our own behaviors
• Learn to be empathetic with others
• Know tools for active listening
• Effectively communicate interpersonally
• Recognize various social cues
• Determine appropriate conversation topics
• Know various forms of body language
For more information, please visit http://read-academy.org