Conflict in the workplace is inevitable. How can we deal with it? This seminar explores productive ways to diffuse workplace conflict. Topics covered include understanding the basic sources of workplace conflict, dealing with vertical and horizontal conflict, understanding the role personality types play in resolving conflict, using humor to diffuse volatile solutions, and understanding the value of employee assistance programs. Participants will engage in several conflict resolution simulations throughout the session.
Length: 8 hours/Fee: $1,999

Objectives:

• Learn the distinction between productive and unproductive conflict.
• Understand the categories and major sources of workplace conflict.
• Learn your conflict personality type and the role it plays in resolving conflict.
• Learn how to handle horizontal and vertical conflict using the 8 Ps Model.
• Learn how to effectively diffuse conflict whether you are in the midst of it or an innocent bystander.
• Learn how to take advantage of EAPs and external resources.

Module 1:  An Overview - Understanding Basic Sources of Workplace Conflict
Module 2: Understanding the Role Personality Types Play in Resolving Conflict
Module 3: Dealing With Horizontal and Vertical Conflict
Module 4: Using Humor and Other Tools to Diffuse Volatile Situations
Module 5: Understanding the Value of Employee Assistance Programs

Email is a remarkably efficient communication tool. Unfortunately, it can also be a source of confusion and misunderstandings. This seminar explores how to avoid emotionalism in email writing and reviews the five elements of an effective email. Other topics include the legal aspects of email communication and establishing an email policy in your office.
Length: 6 hours/Fee: $1,699

Objectives:

• Learn the kinds of communications not appropriate for email.
• Learn the importance of tone in email communication.
• Learn how to avoid email emotionalism.
• Learn how to construct highly effective emails by observing the 7Cs.
• Learn the sins of email communication and how to avoid committing them.
• Learn what topics are not appropriate for email communication.
• Learn the most common mistakes made in email communication.
• Learn which elements should be included in an effective office email policy.

Module 1: Avoiding Email Emotionalism: Emails Have Feelings Too
Module 2: Grown Up Emails: The 7 Cs of Highly Effective Emails
Module 3: The Seven Deadly Sins of Email Communication
Module 4: Taboo Subjects: Think Before Putting These in Writing
Module 5: Extreme Email Makeovers - Learn From These SNAFUs
Module 6: Establishing An Email Policy In Your Office

Letting go of the reins can be difficult for Type A people. Because you can’t possibly do everything, delegating tasks is imperative. In this session, you’ll learn the how, when, why, and who of effective delegation.
Length: 4 hours/Fee: $1,299

Objectives:

• Learn why effective delegation is essential to the employee and the organization.
• Learn the categories of delegation and the qualities of an effective delegator.
• Learn the kinds of tasks that can and should not be delegated.
• Learn when you should and should not delegate a task.
• Learn how to assess which person is the best fit for a task.
• Learn how to effectively delegate using the TASKS Model.
• Learn how to handle resistance to delegation.
• Learn how to monitor the progress of a delegated task without interfering.

Module 1: The Whys of Effective Delegation
Module 2: The Whats of Effective Delegation
Module 3: The Whens of Effective Delegation
Module 4: The Whos of Effective Delegation
Module 5: The Hows of Effective Delegation

Gossip, negativity, and misinformation are just a few of the causes of a toxic work environment. If unaddressed, they will get a stranglehold of employee morale and productivity. In this seminar, you will learn how to recognize the signs of a toxic workplace. More importantly, you will receive concrete and practical tools to eradicate toxic behaviors, foster an atmosphere of inclusion and empowerment, and create a climate of collaboration.
Length: 8 hours/Fee: $1,999

Reality television shows are everywhere. Regardless of your personal feelings on this genre of television programming, some valuable business lessons can be learned. We'll explore these lessons in this fun and informative seminar.
Length: 4 hours/Fee: $1,299

What do effective leaders and grocery stores have in common? Everything you need to know about effective leadership can be learned from walking up and down the aisles of your supermarket. Using principles of supermarket psychology, this session provides guidance for new managers as they seek to lead their teams more effectively.
Length: 6 hours/Fee: $1,699

Objectives:

• Learn the importance of having a clear vision and the ability to articulate it.
• Learn the connection between receptiveness to new ideas and team member autonomy.
• Learn the effect of environment on retention of team members.
• Learn how to use your strong performers effectively.
• Learn how to align team members with complementary talents.
• Learn how to use the strengths of your team members to ensure successful outcomes
• Learn how to exploit the impulses of your team members.

Module 1: Grocery Stores Create an Atmosphere to Attract and Retain Customers
Module 2: Grocery Stores Arrange Their Products to Maximize Profit
Module 3: Grocery Stores Place Their Bestsellers at Eye-Level
Module 4: Grocery Stores Tap Into the Emotions of Their Customers

The word confrontation has a negative connotation, but there are instances when confrontation can be both healthy and constructive. In this seminar, you'll learn the keys to effectively transform negative confrontational behaviors at work into opportunities for positive change and growth.
Length: 4 hours/Fee: $1,299

Fifteen real-life ethical lessons for your employees based on the noteworthy mis-steps of (in)famous people and companies. This session places a heavy emphasis on discussion of hypothetical scenarios as participants will understand that ethical issues are not always black or white. This seminar is ideal as part of your new employee orientation.
Length: 6 hours/Fee: $1,699

Objectives:

• Learn why ethics in the workplace is an issue that impacts everyone.
• Learn the underlying reasons for unethical workplace behavior.
• Learn your workplace ethics quotient.
• Learn ethical issues presented by several illustrative cases and the lessons that can be learned from those cases.
• Engage in lively group discussion of hypothetical cases and understand the implications of gray ethics issues in the workplace.

Module 1: Introduction to Workplace Ethics
Module 2: Workplace Ethical Issues - An Overview of Illustrative Cases
Module 3: Practical Application of Workplace Ethics Principles

Excellent leaders and managers know how to rise to the occasion and make crucial decisions under challenging circumstances. In this seminar, you will learn the keys and steps to making sound business decisions you won't lose sleep over.
Length: 8 hours/Fee: $1,999

As children we played in the sandbox. Our parents admonished us to play nice, share our toys, and be good sports. Then we grew up, graduated from college, and entered the workforce. Somewhere along the way, we forgot how to get along with others with whom we work, particularly when these same people get on our nerves. People who have an uncanny knack of pushing our buttons, getting under our skin, and generally rubbing us the wrong way. This seminar will explore the rules, roles, and realities of the office sandbox. Attendees will learn strategies for working productively and pleasantly with every sandbox personality.
Length: 8 hours/Fee: $1,999

Objectives:

• Learn the six key rules of a healthy office sandbox.
• Learn your office sandbox personality type and its pros and cons.
• Learn how to work productively with other sandbox personality types.
• Learn the realities of the office sandbox and their application to your workplace.

Module 1: The Rules of the Office Sandbox
Module 2: The Roles of the Office Sandbox
Module 3: The Realities of the Office Sandbox

Stop wasting your time and the time of your work team with unproductive meetings. Because productive meetings start and end with an airtight agenda, you’ll learn how to create an agenda with B.I.T.E. Take charge of your meeting while adhering to time constraints and encouraging feedback from attendees. You’ll also learn how to neutralize common distractions and detractors which can suck the productivity out of your meeting and waste valuable time.
Length: 6 hours/Fee: $1,699

Objectives:

• Learn the BITE formula to develop a comprehensive agenda.
• Learn simple ways to notify your meeting attendees and confirm their attendance.
• Learn how to avoid or overcome common meeting distractions.
• Learn how to neutralize common meeting detractors.
• Learn key strategies to encourage attendees to participate in your meeting.
• Learn tips to keeping your meeting on track.
• Learn troubleshooting techniques to get your meeting back on track.
• Learn ways to battle the meeting doldrums.

Module 1: Developing An Agenda With B.I.T.E.
Module 2: Notifying Meeting Attendees and Confirming Their Attendance
Module 3: Exercising Control Over Your Meeting and Encouraging Attendee Participation
Module 4: Starting and Ending Your Meeting on Time
Module 5: Incorporating the Unexpected in Your Meeting
Module 6: Basics of Office Meeting Etiquette

Is your team a tricycle team? Find out at this unique teambuilding seminar with a focus on developing trust among team members, bringing out the best in each team member, and resolving team conflict. Additional topics include understanding the importance of team roles, recognizing how teams can get mired in quicksand, and re-starting momentum when your team gets stuck. Through a series of group activities and individual exercises, participants will gain greater insight into what it means to truly work as a team.
Length: 8 hours/Fee: $1,999

Objectives:

• Learn the eight characteristics of successful teams.
• Complete a team assessment to determine where your team is.
• Learn how to draw the blueprints for your team's success.
• Learn your team's personality.
• Learn how to develop trust and foster cooperation among team members.
• Learn ways to insulate your team from dysfunction.
• Learn how to dislodge your team from momentum quicksand.

Module 1:  An Overview - Building A T.R.I.C.Y.C.L.E. Team
Module 2: Drawing the Blueprints for Your Team’s Success
Module 3: Laying the Foundation for Your Team’s Success
Module 4: Framing Your Team to Weather the Pressure
Module 5: Flipping the Switch in Your Team’s Electrical System

The way we speak to our colleagues, supervisors, managers, and employees has a significant impact on the quality of our customer service delivery. In this session, you’ll learn your listening style and methods to improve your active listening skills. Additional topics include realizing what you’re not saying (nonverbal communication), giving and receiving constructive feedback, voicing differences of opinion, and tackling difficult conversations.
Length: 8 hours/Fee: $1,999

Objectives:

• Learn your personal listening style.
• Learn how to recognize and overcome distractions that inhibit active listening.
• Learn concrete active listening strategies you can adopt today.
• Learn the importance of nonverbal cues in communication.
• Learn how to adjust your verbal communication based on the listener's nonverbal cues.
• Learn what constructive feedback looks like and how to give it effectively.
• Learn how to voice disagreement effectively.
• Learn how to deal with issues of negativity, gossip, and bullying in the workplace.

Module 1: Mastering Active Listening Skills
Module 2: Understanding Nonverbal Cues in Communication
Module 3: Giving and Receiving Constructive Feedback
Module 4: Voicing Disagreement Effectively
Module 5: Addressing Sensitive or Difficult Work-Related Issues

Your customers and clients are the lifeblood of your business. How are you keeping them happy? In this session, we’ll unlock the keys of supersized customer service. You will learn unique methods of reinforcing customer service through training, devise techniques to encourage customer satisfaction feedback, develop a win-win policy of resolving customers' complaints, and outline your customers' expectations and ways to exceed them.
Length: 8 hours/Fee: $1,999

Objectives:

• Learn how branding can solidify or erode customer service perceptions.
• Learn the SERVICE Model of customer service.
• Learn the TRAINING key customer service principles.
• Use TRAINING principles in hypothetical customer service scenarios.
• Learn ways to encourage customer satisfaction feedback.
• Learn how to successfully resolve customer complaints using the WIN-WIN Model.
• Learn how to align your customers' expectations with your business model.
• Identify ways to exceed your customers' expectations and resolve their complaints.

Module 1: Defining Customer Service
Module 2: Reinforcing Customer Service Through Training
Module 3: Encouraging Customer Satisfaction Feedback
Module 4: Developing a WIN-WIN Policy of Resolving Customer Complaints
Module 5: Exceeding Your Customers' Expectations