THIRD QUARTER OFFERINGS (Print booklet with schedule, fees, and registration form)
| Two-day courses | Beginning Date |
| Delivering Exceptional Customer Service | 8/20/09; 8/21/09 |
| Creating a High-Performance Team | 8/27/09, 8/28/09 |
| From Manager to Leader | 9/17/09, 9/18/09 |
| Revolutionizing Leadership | 9/24/09, 9/25/09 |
| One-day courses | Beginning Date |
| Art of Influence | 9/3/09 |
| Keys to Unlocking Your Coaching Potential | 9/4/09 |
| Change Management | 9/10/09 |
| Behavioral Interviewing | 9/11/09 |
CREATING A HIGH-PERFORMANCE TEAM
Is your team performing at its maximum capabilities?
Creating a High Performance Team focuses on the linkage between team performance and the ways individuals naturally approach tasks. It uses the 5 Dynamics Assessment to identify individual talents and team synergy and help you appreciate and value differences. Your teams can use this information to:
- Understand individual roles and responsibilities in working toward a common goal.
- Discover the right roles for the right people, take ownership for results.
- Capitalize on individual strengths to create a cohesive team.
Creating a High Performance Team is a good workshop for a anyone who is measured by how they achieve results through other people.
Course Details:
Forming or Reforming Your Team
- 4 stages of a team
- Diagnosing your team
- Clarifying your team purpose
- Defining your team strategy and goals
- Determining how you'll work together most effectively
- Clarifying individual roles and responsibilities
Maneuvering Through the Storming Stage
- Identifying roadblocks
- Committing to conflict resolution
- Promoting appropriate decision-making
- Using effective problem-solving tools
The Norming Stage - Strive for Team Effectiveness
- Encouraging peer feedback
- Closing the execution gap
- Building process excellence
Arriving at the Performing Stage
- Creating a culture where everyone does their best work
- Celebrating success
- Maintaining motivation
CHANGE MANAGEMENT
Are you feeling a little overwhelmed?
The speed of new technology adoption has shifted from a generation to a matter of years. The product life cycle is now months rather than years, and the active life of a product is much shorter. The pricing of major currencies, once stable within 1% for decades, can now swing 5% in a week and 50% in a year. In Change Management you'll learn to navigate the rough waters of change and ride the waves to success. You'll learn how to:
- Understand change and its effects.
- Respond positively and quickly to change.
- Build a culture that supports people through change.
- Manage responses to change that drives results.
Who Should Attend?
Change Management is for anyone who works in a culture where change is the norm or where major change is occurring or about to occur.
Course Details:
Understanding Change and its Effects
- The nature of change
- Drowning in the depths of change
- How people react to change
The Change Curve
- The change curve
- The six stages of change
Mastering the Change Curve
- How to respond to change
- Responding quickly and positively to change
- Making difficult changes
Creating a Change Adaptive Culture
- Traits of a change adaptive culture
- The importance of communication in making successful change
- Supporting your team through change
- Your change survival plan
KEYS TO UNLOCKING YOUR COACHING POTENTIAL
Are your employees performing at peak capacity?
In Keys to Unlocking Your Coaching Potential you discover the methods and techniques used by professional coaches to create meaningful change and build organizational bench strength. You'll learn how to:
- Build a coaching relationship based on trust and respect.
- Create awareness of the need to change.
- Ask questions that inspire changes.
- Establish desired outcomes.
- Hold individuals accountable for those outcomes.
Who Should Attend?
The Keys to Unlocking Your Coaching Potential is a workshop for the supervisor or manager who wants to learn how to motivate their team through individual or team coaching.
Course Details:
Understanding Behavior
- Discovering your behavioral style
- Maximizing your strengths in the coaching situation
- Customizing your approach to the coaching situation
- How, when, and what to say
- Setting desired outcomes - What will success look like?
- Choosing a coaching model
Establishing the Coaching Relationship
- Preparing for the coaching conversation
- Creating a positive environment
- Starting the dialogue
- Building trust
- Developing a coaching vocabulary
- Delivering positive and negative feedback
Creating Meaningful Change
- Asking meaningful questions
- Utilizing committed listening
- Creating collaborative conversations
- Creating awareness
- Introducing change
Sustaining Change
- Gaining commitment
- Creating a development plan
- Holding the person accountable
- Measuring success
ART OF INFLUENCE
Influence: everyone wants it, but how do you get it?
Influence is the ability of an individual to affect others without the exertion of force or formal authority. It is a skill, a gentle skill, much more refined than the mere use of authority, coercion, or force. In the Art of Influence you will learn how to:
- Recognize what influences you and others.
- Use the influence process.
- Develop your influence style.
- Become more influential.
Who Should Attend?
The Art of Influence is for anyone who wants to accomplish the results they desire in a positive way by allowing others to achieve the results they want also.
Course Details:
Understanding Influence
- Understanding influence: What it is and isn't
- What influences you?
- When should you use influence?
- Directive, collaborative, and symbolic influence
The Influence Process
- Identify who you want to influence
- Set your influence objectives
- Construct an action plan
- Determine how you'll measure success
- Set a deadline for yourself
Finding Your Influence Voice
- Discover your influence style
- Assess your style
- The six influence styles
- Your personal influence profile
Flexing Your Influence Style
- Your formula for success
BEHAVIORAL INTERVIEWING
Want better results from the hiring process?
The best predictor of future behavior is past behavior and this is why the behavioral-based interview process is so important. In Behavioral Interviewing you will learn helpful job-related interviewing that will help you make selection decisions based on facts and information, not on a gut feeling. You'll discover how to:
- Plan a logical, structured interview
- Build interview questions based on the job
- Ask rapport building questions
- Discuss the job
- Ask specific, open-ended questions to get specific answers
- Ask for contrary evidence
Who Should Attend?
Behavioral Interviewingis a "must have" workshop for anyone responsible for hiring in their organization.
Course Details:
Planning a Thorough Interview
- Planning an interview based on job related questions
- Creating a structure for your interview
- Using the interview checklist
- Completing the candidate assessment tool
Conducting a Professional Interview
- Using open and closed questions
- Mastering the STAR technique
- Using interview techniques that allow for interviewer control
- Asking for contrary evidence
Interviewing Pitfalls
- Diving into legal hot water
- Allowing the halo effect
- Being uncomfortable with silence
Team Interviewing
- Understanding the pros and cons
- Preparing the team for the interview
- Conducing the interview
- Comparing results
- Making the final decision
FROM MANAGER TO LEADER
Looking to take your leadership skills to the next level?
From Manager to Leader is based on the four facets of a great leader. In this workshop you'll work your way through the four dimensions of a great leader and learn how to apply this model to your environment so that you can become a leader others want to follow. A great leader:
- Creates a culture where people feel valued and do their best work
- Sets an example by modeling behavior
- Develops others and continually raises the performance bar
- Practices heart-based, metrics-driven leadership
Who Should Attend?
From Manager to Leader is for any leader who wants to take their leadership skills to the next level.
Course Details:
A Leader Creates A Culture
- Your company's true competitive advantage
- Pyramid versus circle management
- What is your culture?
- What does it take to be successful in your culture
A Leader Sets An Example
- Practices emotional intelligence
- Models behavior -- What you do speaks louder than what you say
- Creates a shared vision
- Is a leader others want to follow
A Leader Develops Others
- Works in the realm of possibilities
- Ten techniques for developing others
- Raises the performance bar
- Builds a high performance team
A Leader Creates Results
- Builds strong relationships
- Creates an environment where everyone does their best work
- Rewards and publicizes results
DELIVERING EXCEPTIONAL CUSTOMER SERVICE
Want to deliver knock-your-socks-off customer service and generate repeat business?
Delivering Exceptional Customer Service teaches you the skills, techniques and tools you will need to consistently deliver top notch service. You will learn how to:
- Assess your customer service mindset.
- How to practice third level listening.
- How to create exceptional experiences at all customer touch points.
- Create a service model that builds strong relationships.
Who Should Attend?
Delivering Exceptional Customer Service is for the customer service professional who wants to learn proven techniques for providing outstanding, memorable customer service.
Course Details:
Do You Have a Customer Service Mindset?
- Assess your customer service savvy
- What's your empathy quotient?
- Are you a customer chamion?
Smile When You Say That!
- The importance of non-verbal communication
- Words and phrases that customers love
- Third level listening
Making Sure Your Company is Customer Friendly
- Customer touch points
- Customer segmentation
- Profit focus versus customer focus
Creating Customer Delights
- Become a master problem solver
- Do the unexpected
- Under promise/over deliver
- Make first time buyers repeat customers
REVOLUTIONIZING LEADERSHIP (Transformational Leadership)
Want to be a leader that makes a lasting contribution?
Revolutionizing Leadership teaches you the skills, techniques and tools you will need to lead with confidence. In a successful organization, leaders can be found at every level—from the boardroom to the mailroom, from the chairman’s office to the customer service desk. In this interactive workshop participants will explore the characteristics of a great leader, the difference between managing and leading and be introduced to the Leadership Impact Model, which covers the essential components of successful leadership and is a framework on which to base leadership decisions. You will learn how to:
- Diagnose your situation
- Create a vision
- Define a set of values
- Establish targets
- Organize the work
- Promote self management
Who Should Attend?
Revolutionizing Leadership is for any manager who wants to become a leader that people remember.
Don’t delay! Register now!
For more information, or to register contact:
Growing By Design
972.616.1250
info@growingbydesign.com
www.growingbydesign.com