17 Modules Outline

Change Management

Change Management: Change and How to Deal with It

This one-day workshop will help you teach participants how to:- Accept there are no normal or abnormal ways of reacting to change, but that we must start

from where we are.- See change not as something to be feared and resisted but as an essential element of the

world to be accepted.- Understand that adapting to change is not technical but attitudinal. Change is not an

intellectual issue but one that strikes at who you are.- Recognize that before we can embrace the way things will be, we must go through a process

of grieving, and of letting go of the way things used to be.- See change as an opportunity for self-motivation and innovation.- Identify strategies for helping change be accepted and implemented in the workplace.

Introduction and Course OverviewYou will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

What is Change?To begin the day, we will discuss some basics of change, including definitions and examples.

The Change CycleDuring this session, we will explore the three phases of William Bridges’ change cycle through lecture and small group work.

The Four room ApartmentThis session will look at change using Claes Janssen’s four room apartment model.

The Pace of ChangeWe will look at how different people react to change in different ways and at different times through a lecture and a case study.

The Pyramid Response to ChangeWe will examine how employees, middle management, and upper management are affected by change.

Dealing with ResistanceDuring this session, we will examine the three keys to successful change.

Strategies for Dealing with ChangeNow that we have looked at change using a number of models, we will look at five strategies that can help you deal with change.

Managing AngerChange often makes people feel angry. We will look at some ways of dealing with our own anger and the anger of others through lecture and small group work.

Managing StressChange can also make people feel stressed. During this session, we will look at some stress management and relaxation techniques.

Workshop Wrap-UpAt the end of the day, students will have an opportunity to ask questions and fill out an action plan.

Program Flow

S.No Modules Covered Methodology Duration(in mins)

1. Introduction, Ice breaker and course overview

Trainer led discussion 30

2. What is change? Type of changes

Question based discussion Case study

30

3. The change Cycle Phases of change cycle


Tea Break 15

4. Four room apartment Question based discussion 15

5. The pace of change Reaction to change

QBDCase study and debrief (Getting more from the last hour)

60

Morning Recap 15

Lunch 45

6. Energiser: Spot the change Group activity 30

7. The Pyramid Response to Change Trainer led discussion 30

8. Dealing with resistance Empathy Participation Communication


9. Dealing with Change Understanding Resiliency


Tea Break 15

10. Pre Assignment Review and debrief


11. Managing Anger The Five dimensions Dealing with the Anger of Others Seven Steps to Ironing Things Out

Trainer led discussionIndividual exercise and debrief

60

12. Managing stress Group exercise 30

13. Workshop wrap upAction plan

15

465

Stress Management

Stress Management

Overview:

This one-day workshop will explore the harmful long-term effects of stress on our mental and

physical health and provide suggestions for managing our individual stresses more effectively.

Strategies may include changes in lifestyle, stress management techniques such as relaxation

and exercise, and the use of music or humour as coping strategies.

Learning Objectives: Recognize that stress is a positive, unavoidable part of everybody's life. Identify the symptoms of chronic stress overload. Identify how lifestyle choices can contribute to stress and how we can work toward making different

choices. Develop some techniques to help manage stress right now Begin planning long-term protection against the cumulative affects of stress.

Workshop Outline and Methodology:

Facilitators use a variety of training methods for each workshop, including large group discussions, individual work and reflection, small group discussions and exercises, case studies and simulations for role play. Videos that are applicable will form a part of some workshops.

Customization will be based on information provided by the human resource department or the individual department prior to the workshop. These will be interactive workshops with a 40/60 split between concept/theory and practical application of skills discussed. Class size should be kept under 20, whenever possible, so each participant will have the opportunity to gain techniques for the types of situations they deal with or expect to deal with.

Introduction, Learning Objectives and Agenda: The workshop begins with individual introductions and a group exercise to put everybody at ease. This is followed by a large group discussion about the effects of stress and why we need to give more than lip service to developing strategies for managing that stress. (3/4 hour)

How Does Stress Affect Us? A large group discussion complete with diagrams to illustrate what stress does to our bodies and our minds if it is allowed to go unchecked. (1/2 hour)

What is Stress About? Individuals rate themselves and their stress levels on each of several types of charts or scales, with the understanding that there is no reward for proving that you are more stressed out than others. The only reward is getting a handle on the amount of stress we do feel. (1/2 hour)

Checklist of Stress Symptoms Holmes Rahe Stress Rating Hanson Scale of Stress Resistance The Human Scale Stress Exhaustion Symptoms Burnout Test

Stress and Time: Small group discussion of the everyday things that stress us out and how to better manage our time to avoid this. (1/2 hour)

The Stress Tax: A large group discussion about what stress costs us as an individual and what stress costs employers. (¼ hour)

Managing Stress:Large group discussion about the three factors of stress management: Personality, Nature of Organization, and Quality of Support. (¼ hour)

Stress and Gender: Large group discussion of some of the research that has been done about stress, and how age, gender, and attitude, and occupation figure into our reactions to stress. (¼ hour)

Taking Care of Your Body and Mind: Group discussion of the four pillars of stress management: good nutrition, exercise, strong supportive relationships, and relaxation techniques. (1/2 hour)

Stress Management Strategies: Discussion of the three strategies: alter, avoid, and accept. Participants will also complete individual charts of drainers and fillers; things that drain and energize them. (3/4 hour)

The “Less Stress” Lessons: Discussion and demonstration of ways we can relax, including breathing, body scan, and awareness. (¼ hour)

Personal Action Plan: This is a culmination of the day’s discussions and provides individuals with a structured way of planning to reduce stress in their lives. (1/2 hour)

Program Flow

S.No Session Covered Methodology Duration(in Mins)

1. Introduction, ice breaker and course overview

Trainer led discussion and group activity

45

2. Defining stress and how it affect us Trainer led discussion and group exercise

60

3. Tea break 154. What is stress about? Trainer led

discussion and individual activity

45

5. Stress and time Exercise 306. The stress tax Discussion and

exercise15

7. Lunch break 458. Energiser Group exercise 159. Managing stress Trainer led

discussion15

10. Stress and Gender Trainer led discussion

15

11. Taking Care of Your Body and Your Mind

Trainer led discussion and debrief

30

12. Tea Break 1513. Three basics stress management

strategies Individual exercise 30

14. The less stress lesson Trainer Led discussion

15

15. Plan for the future Group exercise 3016. Workshop wrap up and action plan 15

435

Time Management

Time Management: Get Organized for Peak Performance

Time is money, the adage goes, and lots of it gets lost in disorganization and disruption. This one-day workshop helps you organize and prioritize for greater workplace efficiency. You’ll learn to get a grip on your office space, organize your work flow, learn how use your planner effectively, say no without guilt, and delegate some of your work to other people. This workshop is full of ideas for organizing your work area and your paperwork and working on the “right” things.

During this one-day workshop, you will teach participants to: Organize yourself and your workspace for peak efficiency. Describe the importance of and the most useful techniques for setting and achieving goals. Identify the right things to be doing and develop plans for doing them. List and explain what to delegate and how to delegate well. Organize things that would derail workplace productivity.

Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Left Brain/Right BrainThis part talks about left and right brain people and determining which type is predominantly used and then trying to incorporate ideas from both types.

Setting Goals Before you can develop plans, you have to know what you want to accomplish—your goals or targets—how you want to accomplish those goals or targets, what resources of time, money and materials you have, and who will carry out the implementation. Most of us can’t hit a target if we can’t see it. So set some targets for yourself, targets that you can see….and we’ll start the journey to reaching them.

Planning Tools During this session, the participant will elicit different planning tools and guidelines through which they can have a better use of these planning tools.

The Four D’s

Under this session the participants will be able to prioritize their work using the 4 D’s method

The Clock and the CompassThis session talks about the relation between the clock and the compass. The clock represents what we do with the time, and how do we manage our time and the compass represents our long term goals and how we lead our lives. Say the clock represents urgency while the compass represents importance.

Urgent/Important ModelThis model distinguishes all our activities in four classifications. The Matrix tells us the way in which we tend to spend our time and also what should we be concentrating upon.

Managing Your Time In this session participants will work out a 168 hour plan for the last week and for the coming week.

Waste Reducers/ Activity expandersWaste Reducers are habits that one would like to discard. Activity Expanders are habits that one would like to acquire.

Delegation In The Creative Edge, author William C. Miller defines five levels of delegation:

Tell, sell, consult, participate, delegate

Projects According to Tom Peters, all work is made up of projects. Projects have a start time and an end time. Projects require "interdependencies." Projects must be completed with limited resources. People who work on it often must report to someone else. Projects should have clearly stated goals.

Set a RitualRoutines simplify, clarify, and create order, symmetry, and familiarity in chaos and high stress. Rituals are the foundation of success. Be dull in your everyday routine so you can be wildly creative where it counts.

Program Flow


1. Introduction, ice breaker and course overview


2. Pre Assignment Review Trainer Led discussion 15

3. Left Brain/ Right Brain Exercise and discussion 45

4. Importance of timeCase study another day at office

Exercise and debrief 45

5. Setting Goals Exercise and trainer led discussion 30

6. Planning Planning tools Using a planner


7. Morning Recap Question based discussion 15

8. Lunch 45

9. Energizer creative Contraption Group exercise 15

10. The four D’s Trainer Led discussion 30

11. The clock and the compass QBD and trainer led discussion 15

12. Urgent/ Important Model QBD and trainer led discussion and exercise

15

13. Tea Break 15

14. Organizing your time Individual exercise and debrief 60

15. Waste reducers/ activity expanders QBD and Trainer led discussion 15

16. Delegation Trainer led discussion 15

17. Projects Trainer led discussion 15

18. Set a ritual Trainer led discussion 15

19. Workshop wrap upPersonal action plan

15

480

Communication Strategies

Communication Strategies

This two-day workshop will help you teach participants how to:- Identify common communication problems that may be holding them back- Develop skills in asking questions - Identify what their non-verbal messages are telling others- Develop skills in listening actively and empathetically - Enhance their ability to handle difficult situations


The Ten Commandments of Positive RelationshipsDuring this session, participants will explore ten ways to build positive relationships, including using uplifting messages.

Self-AwarenessKnowing your fears can help you address them. Participants will complete a self-confidence assessment and then the group will discuss fears and solutions.

CommunicationDuring this session, you will help participants identify their strengths and weaknesses through a personal exercise and a role-play.

Communication BarriersAfter a large group case study, participants will work in small groups to discuss barriers to communication. Participants will also complete a short exercise to illustrate how these barriers apply to everyday life.

Asking QuestionsThis session will examine questioning skills (including open questions, closed questions, and probing) through a lecture and a pairs exercise.

Listening SkillsParticipants will work on their listening skills by participating in two quizzes and a role play. We have also provided two lectures for the trainer.

Remembering NamesTo start the second day, participants will complete a list of the names of other participants. Then, the trainer can segue into a discussion on tips for remembering names.

Body Language To begin this session, the trainer will talk about the idea of body language in a lecture. Then, participants will complete a small group exercise and a large group exercise to explore the concept further.

Johari WindowsThe Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. We will look at the Johari Window in detail during this session.

Self-ImageDuring this session, we will look at the things people determine from your appearance. Participants will explore this idea further using the pictures gathered from the pre-assignment. The session will conclude with a self-evaluation exercise.

Frame of ReferenceThis session will explore our frame of reference and the assumptions that we make through a lecture, large group exercise, and group discussion.


Program Flow


Day 01

1 Introduction, Ice breaker and course overview


2 The ten Commandants of positive Relationship

Trainer led discussion and exercise

10

3 Tea Break 15

4 Self Awareness How aware are you of yourself? The four Fears

QuestionnaireTrainer led Discussion

20

5 Effective Communication What is effective Communication

process definition of a Skilled

Communicator Complete communication

Trainer Led DiscussionIndividual exercise

40

6 Communication Barriers Perception Biases Semantics

Trainer Led DiscussionGroup exercise

105

7 Lunch 45

8 Word Play Energiser 15

9 Key Skills to Enhance Communication Strategies Listening Probing Testing & Understanding Building Agreeing/Disagreeing Summarizing

Trainer Led DiscussionCase studyIndividual and group exercise

120

10 The Communication Funnel Individual and group exerciseTrainer Led Discussion

60

11 Day one Wrap up Question Based Discussion 15

0

Day 021 Recap and Energizer Energizer and QBD 30

2 Body Language What Do Our Bodies Say Gestures Emotions

QBD and exercise 75

3 Break 15

4 Johari Windows Trainer Led Discussion 60

What is the Johari Window? Defining the Styles The Johari Styles

5 Morning Recap QBD 15

6 Lunch 45

7 Observation Skills Energizer 15

8 Importance of feedback and sharing Trainer Led DiscussionGroup Exercise

90

9 Self Image Seven Things People Determine

from Your Appearance Pre Assignment

Trainer Led Discussion 60

10 Tea Break 15

11 Frame of Reference Trainer Led DiscussionExercise

45

12 Workshop Warp up and Personal Action Plan

15

955

Conflict Resolution

Conflict Resolution: Dealing with Difficult People

During this one-day workshop, you will teach participants:- How their attitudes and actions impact others- New and effective techniques for dealing with difficult people- Coping strategies for dealing with difficult people and difficult situations- How to identify times when they have the right to walk away from a difficult situation- Techniques for managing and dealing with anger


Reciprocal RelationshipsThis lecture will examine the idea that, in a relationship with another person, our expectations are likely to be a self-fulfilling prophecy.

Dealing with ChangeDuring this session, participants will examine change through a panel discussion and small group work.

The Agreement FrameAnthony Robbins, and many other communicators, suggests we become skillful at using what he calls The Agreement Frame. This session will explore this idea and practice applying it.

The Ten Commandments of ChangeSam Deep and Lyle Sussman suggest there are Ten Commandments associated with change. Participants will look at these commandments and see how they can be applied.

Preventing ProblemsThere are several key ways that we can prevent problems from occurring. These methods will be examined in a lecture and in small group work.

Dealing with ProblemsParticipants will work in small groups to explore eight ways of dealing with problems.

Causes of Difficult BehaviorThis lecture will look at the four fears that everyone has and how we can cope with them.

The Five-Step ProcessDuring this session, we will look at a five-step process that can help participants resolve conflict.

Changing YourselfEarlier we discussed how our attitudes and actions impact others. In this session, we will take a deeper look at how negative attitudes can cause negative interactions, and what we can do to turn those attitudes around.

Why Don’t People Do What They Are Supposed To?

There are a million possible answers to this question, but we will discuss the ten most common reasons.Managing AngerThis session will share some techniques others have used to manage their anger. Participants will be encouraged to share their own experiences and techniques.

De-Stress Options You Can Use Right Now!To conclude the day, we will look at five techniques participants can use to unwind. We will also share a list of coping thoughts.


Program Flow


1 Introduction, ice breaker and course overview


2 Reciprocal relationship Instructor led discussion 15

3 Dealing with people Group discussion and debrief 45

Tea Break 15

4 The Ten Commandments of Dealing with People

Trainer led discussion Individual exercise

30

5 Why Don’t People Do What They Are Supposed To?


6 The agreement Frame Trainer led discussion Group Activity

15

7 Preventing Problems Group discussion and debrief 45

Lunch 45

8 Energizer: Tri Dents Group activity 10

9 Dealing with problems Group exercise 20

10 Five step process Trainer led 15

Tea Break 15

11 Changing yourself Negative vs. Positive Interactions Dealing with Negative Feelings

Trainer led discussion Role-play and debrief

60

12 Managing Anger Guidelines


13 Lessons from the work of others Trainer led discussion 15

14 Distressing options Trainer led discussion 15

15 Workshop wrap upPersonal action plan

15

450

The Art of Delegating Effectively

The Art of Delegating Effectively

Delegation is one of the hardest skills for a manager to master. However, the skill can be learned. This one-day workshop will explore many of the facets of delegation: when to delegate, and who to delegate to. We will also go through the delegation process step by step, to see where the pitfalls lie, and what we can do about getting around them.

Why Delegate?

o Advantages and Disadvantages

o Self-Assessment

What is Delegation?

Picking the Right Person

The Delegation Meeting

Levels of Authority

Giving Instructions

Communication Skills

Monitoring Delegation

Giving Feedback

Becoming a Good Delegator

Program Flow


1 Introduction and Course Overview


2 Why Delegate? Group exercise, Trainer led discussion and Assessment.

30

Break 15

3 Delegation Trainer led discussion 5

4 Preparing to Delegate Trainer led discussion and Exercise

60

5 Delegating Tasks to Team Members(A) The Delegation Meeting


(B) Levels of Authority Trainer led discussion, Role play and Exercise

40

Morning Recap Question based discussion 15

Lunch 45

Energizer: Creative Contraption Group exercise 15

(C) Giving Instructions Trainer led discussion 50

6 Monitoring and Evaluating the Delegated Tasks

Monitoring Techniques Evaluating the Delegated

Task

Exercise, Trainer led discussion and Case study

45

Break 15

7 Giving Feedback Trainer led discussion, case study and Exercise

50

8 Becoming a Good Delegator Trainer led discussion and Exercise

15

9 Workshop Wrap-Up 15

465

Enhancing Personal Effectiveness

Enhancing Personal Effectiveness

This one-day workshop will help you teach participants how to:- Grow in the conviction that they are competent and worthy of happiness- Make a positive first impression- Turn negative thoughts into positive thoughts- Make requests so that you get what you want- Find ways of connecting with people


Anxiety InventoryAs a pre-assignment, participants were asked to complete an anxiety inventory. We will discuss the test in general during this session.

Building Your Self-EsteemDuring this session, you will lead a discussion around two key questions: Just what does self-esteem mean? What are some of the things that affect our self-esteem?

ImpressionsDuring this session, participants will brainstorm things that create a positive impression and a negative impression. Participants will also identify an action item to change in the next 21 days.

Fake it ‘til You Make ItSometimes we must put on a brave front even if we don’t feel like it. During this session we will discuss just how to do this and when it is appropriate.

Increasing Our Self-EsteemSo far we have looked at external things that affect a person’s self-esteem. Now we will focus on the internal factors; the things that we think about ourselves.

Self ConfidenceDuring this session, we will discuss seven easy ways to increase your confidence.

The Power of ThoughtsThrough personal exercises, small presentations, and a case study, participants will explore how thoughts can impact a person’s self esteem.

Wipe Out WorryEveryone worries, but too much worrying can be bad for your health. We will discuss four techniques that participants can use to manage worrying.

Ask for What You WantAsking for something can be hard, especially if you don’t feel confident. This session will discuss four ways to successfully ask for what you want. Participants will then apply the knowledge to a case study.

CommunicationThe way we view the world, or the windows through which we see the world, can either help or hinder our communication with others. During this session, participants will identify their windows. Then, through large group discussion, they will identify whether those windows are a positive or negative influence.

Connecting with PeopleDale Carnegie, the author of How to Win Friends and Influence People, gave us several important principles to consider and to incorporate into our lives to help us better connect with our fellow humans. We will discuss seven of his principles in this session.

Behavior Cost-Benefit AnalysisTo sum up what participants have learned, they will be asked to take a look at the behaviors they want to change and the possible costs and benefits of those changes.


Program Flow




Ice-breaker: Baggage Claim Trainer led discussion 15

2 Anxiety Inventory Trainer led discussion and Exercise

15

3 Building Your Self-Esteem Trainer led discussion and Exercise

15

4 Impressions Trainer led discussion and Exercise

45

Break 15

5 Fake It Till You Make It Trainer led discussion and Exercise

15

6 Increasing our Self Esteem Trainer led discussion, Exercise and Question Based Discussion

30

7 Self Confidence Trainer led discussion 15

8 The Power of Thoughts Negative Thoughts Flip it Around

Discussion and Exercise 20

Lunch Assignment Trainer led discussion 10

Lunch 45

Energizer: My Hero Group Exercise 15

Tushar’s Thinking Case Study 45

9 Wipe Out Worry Trainer led discussion and Exercise

15

10 Ask for What You Want Trainer led discussion and Case Study

60

Break 15

11 Communication Trainer led discussion and Exercise

30

12 Connecting with People Trainer led discussion 15

13 Behavior Cost-Benefit Analysis Trainer led discussion and Exercise

30

Workshop Wrap-Up Trainer led discussion 15

495

The Professional Supervisor

The Professional Supervisor

With a host of new challenges and responsibilities to tackle, new supervisors need training like never before. Learning how to supervise your new employees on a trial and error basis can lead to discouragement. This workshop can help you overcome many of the supervisory problems a new “boss” may encounter.

Adjusting to Your Role

o The Average Supervisor

o Then and Now

o Making the Transition

A Supervisor’s Responsibilities

Planning and Prioritizing

Setting Goals

Leadership

o What is Leadership?

o Brief History of Leadership Studies

o The Leadership Formula

o Direction and Support

o The Situational Leadership Model

Feedback

Dealing with Problem Employees

Synergy

Trust

Team Development

o The Four Stages of Teams

o Team Problem-Solving

o Team Leadership

Communication

o Barriers to Good Communication

o Active Listening

o Asking Questions

o The Communication Funnel

Motivation

o The Carrot, the Whip, and the Plant

o A Supervisor’s Checklist

Orientation

Training

Feedback

Delegation

Conflict

o When to Get Involved and How to Resolve Conflict

o The Problem Solving Process

o The New Computer

Discipline

Program Flow

Agenda Day One:


1 Introduction and Course Overview Trainer led discussion 15

Ice-breaker: Sports Fans Group Exercise 15

2 Adjusting to Your Role The Average Supervisor Then and Now Making the Transition

Trainer led discussion, Discussions, Exercise and Case Study

75

Break 15

Puzzle Exercise Group Exercise 45

3 A Supervisor’s Responsibilities Exercise 30

Morning Wrap-Up Trainer led discussion 15

Lunch 60

Energizer: The Name Game Trainer led discussion 15

4 Making Plans Old Saws

Trainer led discussion and Exercise

15

Urgent-Important Matrix Trainer led discussion and Exercise

15

Prioritizing Exercise 15

The Elements of Planning Energizer 15

Planning to Plan Question Based Discussions

15

Break 15

5 Setting Goals Exercise and Trainer led discussion

15

6 Leadership What is Leadership?


10

Brief History of Leadership Studies


The Leadership Formula Trainer led discussion 10

Direction and Support Group Discussion 20

7 The Situational Leadership Model Trainer led discussion 25

Wrap-Up Trainer led discussion 15

480

Agenda Day Two:


Energizer Trainer led discussion 10

1 Feedback Group discussion 20

2 Problem Employees Group Discussion 45

3 Synergy Green Vegetables (Exercise)

Group Exercise 15

Synergy Trainer led discussion and Exercise

15

Break 15

More About Teams Trainer led discussion 10

Advantages and Disadvantages Group Discussion 10

Square Rope Group Discussion and Question Based Discussion

15

4 Trust Question Based Discussion and Trainer led discussion

15

Wrap-Up Trainer led discussion 15

Lunch 60

Energizer: At the Fair Trainer led discussion 15

5 Team Development The Four Stages of Teams


How Can I Help? Question Based Discussion and Trainer led discussion

15

Team Problem-Solving Trainer led discussion and Exercise

15

Break 15

Team Leadership Trainer led discussion 15

Bipin Patel Case Study 30

6 Communication Barriers to Good Communication Active Listening Asking Questions

Trainer led discussion, Exercise and Group Exercise

75

Wrap-up 15

455

Agenda Day Three:


Energizer Group Exercise 15

1. The Communication Funnel Trainer led discussion and Exercise

15

2. Motivation Group Exercise and Trainer led discussion

30

3. Orientation Trainer led discussion and Exercise

45

Break 15

4. Training Trainer led discussion and Exercise

60

5 Feedback Trainer led discussion and Exercise

30


Lunch 60

Energizer: Piggy Piggy Trainer led discussion 15

6. Delegation Delegation Definitions When Not to Delegate Dos and Don’ts of

Delegation

Exercise, Trainer led discussion and Group Exercise

75

Break 15

7. Conflict When to Get Involved and

How to Resolve Conflict


The Problem Solving Process

Trainer led discussion and Group Exercise

60

8. Discipline Trainer led discussion and Exercise

15

Workshop Wrap-Up Trainer led discussion 15

495

Team Building

Team Building: Developing High Performance Teams

There have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you want to develop your team leadership skills and unleash the talent of your individual team members, this three day workshop is a practical look at current leadership practices that work.

We’ll cover practical topics like improving team communication, stimulating creativity, solving problems as a team, resolving internal and external conflict, and obtaining consensus. We’ll also discuss some theory on team-building, including your team player style, Tuckman and Jensen’s stages of team development, DeBono’s six thinking hats, and Glenn Parker’s twelve team characteristics. In addition, you’ll receive tools to help you grow, such as SWOT analysis and team action plans.

This unique combination of theory, tools, and practice, plus lots of team building exercises, will turn your team into a high-powered machine.

Introduction and Course Overview

Organizations Today

Types of Teams

Developing Team Norms

TORI Model

Stages of Team Development

o Forming

o Storming

o Norming

o Performing

Parker’s Characteristics

o Clear Purpose

o Informality

o Participation

o Listening

o Civilized Disagreements and Consensus

Open Communication

o Objective

o Method

o Structure

o Feedback

Clear Roles and Assignments

Shared Leadership

Egg Transportation Device

Glenn Parker Team Survey

Trust/Relationship Model

Creativity

DeBono’s Thinking Hats

Team-Shaping Factors

Problem Identification

Steps for Effective Problem-Solving

o Exploration

o Analysis

o Evaluation

o Other Problem-Solving Techniques

Interventions

Resolving Conflict

SWOT Analysis

Team Action Plans

o Planning Tools

o SMART

o Individual Action Plans

Workshop Wrap-Up

Program Flow

Agenda Day One:


1 Introduction and Course Overview Trainer led discussion and Exercise (Ice breakers)

15

Ice-breaker: Balloon Bonding 30

2 Organizations Today Exercise and Trainer led discussion

15

3 Types of Teams Exercise and Trainer led discussion

30

4 Team Norms Exercise 15

Break 15

5 Towers The TORI Model


Tower Construction Group Exercise 30

Tower Presentations Question Based Discussion 30


Lunch 45

Energizer: Roving Reporters Group Exercise 15

6 The Four Stages of Team Development

Trainer led discussion and Role Play

60

7 Beckhart’s Activities Group Exercise 45

Break 15

8 Parker’s Characteristics Trainer led discussion, Exercise and Role Play

60

9 Pre-Assignment Review Exercise 15

Day One Wrap-Up Trainer led discussion 15

480

Agenda Day Two:


Reconnect: Unique Planet Exercise 15

1 Civilized Disagreements and Consensus

Exercise, Trainer Led Discussion and Group Exercise

60

2 Open Communication Trainer Led Discussion 15

3 Clear Roles and Assignments Exercise and Group Exercise 30

Break 15

4 Shared Leadership Question Based Discussion and Instructor Led Discussion

15

5 Egg Transportation Device Task Information Design and

Construction

Group Exercise 40

Lunch 45

Evaluation Exercise 35

6 Glenn Parker Team Survey Exercise and Instructor Led Discussion

60

7 The Trust/Relationship Model Exercise, Instructor Led Discussion and Group Exercise

60

Break 15

8 Team Shaping Factors Instructor Led Discussion and Exercise

60

Wrap-Up Instructor Led Discussion 15

480

Agenda Day Three:


Energizer: Star Qualities Group Exercise 15

1 Problem Identification Exercise 25

2 Exploration Group Exercise 30

3 Analysis Exercise 15

4 Evaluation Instructor Led Discussion and Group Exercise

30

Break 15

5 Other Problem-Solving Techniques

Instructor Led Discussion 20

6 Interventions Exercise, Instructor Led Discussion and Group Exercise

75

Lunch 45

7 Resolving Conflict Exercise and Instructor Led Discussion

60

8 SWOT Analysis Instructor Led Discussion and Group Exercise

45

Break 15

9 Developing Team Action Plans Planning Tools

Instructor Led Discussion 15

SMART Goals Instructor Led Discussion and Exercise

30

Action Planning Exercise Group Exercise 15

Developing Individual Action Plans

Exercise 15

10 Workshop Wrap-Up Instructor Led Discussion 15

480

Teamwork

Teamwork: Building Better Teams

This one-day workshop will help you teach participants:- About the different kinds of teams- How to develop team norms- About the Gradients of Agreement- How to identify their team player style- Ways to become a better team player- Ways to build team trust- Two models of team development


Defining TeamsTo get started, you will guide participants to define what a team is and what different kinds of teams there are. You will also have participants demonstrate synergy through a simple exercise.

Establishing Team NormsThis session will look at some of the benefits and pitfalls of teams. We will also discuss establishing team norms: ground rules that a team can use to help them work together.

Working as a TeamDuring this session, you will have participants look at a tool called the Gradients of Agreement. You will also discuss how it can help them interact with their teammates.

Glenn Parker Team SurveyDuring this session, participants will complete a survey constructed by Glenn Parker, a business consultant who has done a great deal of research on teams. This survey will help participants identify their team player style. Participants will then work in small groups to discuss the strengths and weaknesses of their style.

Building Team Trust

Trust is one of those mainstay virtues. It is the bond that allows any kind of significant relationship to exist between people. In small groups, participants will discuss some basic ways to establish and build trust on their team.

The Stages of Team DevelopmentEvery group of people, whether they are a team or just a group working together, grows and evolves. We will spend this session looking at Tuckman and Jensen’s four stages of team development: forming, storming, norming, and performing.

TowersAnother way of looking at team development is the TORI model. Participants will experience this model through a fun exercise.

CommunicationIf a team is going to succeed, they must be able to communicate well with each other. This session will cover some basic principles of communication.

Becoming a Good Team PlayerThere are some skills that participants can develop to become better team players. In this session, we will discuss some Really Useful Attitudes and some Really Useless Attitudes.


Program Flow

Agenda:


1. Introduction and Course Overview Trainer led discussion 15

Ice-breaker: To-do list 15

2. Defining Teams Exercise and Trainer led discussion

40

3. Establishing Team Norms Characteristics of Teams

Trainer led discussion and Group Exercise

20

Ground Rules Group Exercise 15

Team Contracts Trainer led discussion 15

Break 15

4. Working as a Team Exercise 15

5. Glenn Parker Team Survey About the Survey

Exercise 30

Glenn Parker Team Player Types


My Team Style Group Exercise 15

6. Morning Wrap-Up Trainer led discussion 15

Lunch 45

7. Energizer: Group Pursuit Exercise 15

8. Building Team Trust Trainer led discussion and Exercise

55

9. The Stages of Team Development Exercise and Trainer led discussion

20

Break 15

10. Towers The TORI Model


Tower Construction Group Exercise 35

Tower Presentations Question Based Discussion 15

11. Communication Defining Communication

Exercise and Trainer led discussion

10

Listening Trainer led discussion 20

How the Listener Controls the Speaker

Exercise 15

12. Becoming a Good Team Player Trainer led discussion 15

13. Workshop Wrap-Up Exercise and Trainer led discussion

15

510

Critical Elements of Customer Service

Critical Elements of Customer Service

This three-day workshop will help you teach participants how to:

• Recognize that service delivery is an individual response value.• Explain how your own behavior impacts the behavior of others.• Develop more confidence and skill as a problem-solver.• Communicate more assertively and effectively.• List the ways to make customer service a team approach.


What is Customer Service?This session will get participants thinking about the information to be covered over the next two days through small and large group discussion.

Who Are Your Customers?In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers.

Meeting ExpectationsThis session will focus on the four critical areas that customers have expectations for.

Presenting Yourself Properly

Using individual testing, participants will take a look at the impression they give customers and ways they can improve.

Setting Goals and TargetsDuring this session, we will look at setting SMART goals.

StandardsParticipants will participate in a brief lecture about standards, and then they will develop a set of standards for the four key components of customer service.

CommunicationThis session will focus on communication barriers and how we can overcome them.

Telephone TechniquesThis brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.

Managing the Talkative CallerTalkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. Participants will work in small groups to identify ways to deal with talkative callers.

Dealing with Difficult CallersDuring this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.

Dealing with ChallengesThere are many types of unexpected challenges that we can encounter every day. Participants will work on small groups to develop responses to some of these issues.

Increasing Your AssertivenessWe will explore an easy four-step formula that will help you communicate more effectively and assertively.

The Problem Solving ProcessWe will look at a six step plan for solving problems. Then, participants will apply the plan to a case study.

Dealing with ConflictWe will examine five ways to deal with conflict.

Seven Steps to Customer Problem SolvingWe will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play.

The Recovery Process

During this session, we will look at LIST method of complaint handling

Eliminating Customer Service ProblemsWouldn’t it be great if you never had to deal with an upset customer again? This session will examine some ways that you can reduce customer service issues.

Service PRIDE is a Team EffortThis session will look at five things that the company as a team can do to improve customer service.

Power PhrasesThis session will help participants identify ways that they can make a personal contribution to successful customer service.

Dealing with StressThis session will offer some quick, easy ways to de-stress in any place, at any time.


Program Flow


Day 011 Introduction, ice breaker and

course overviewTrainer led discussion 45

2 Good service/ Bad service QBD 30

3 What is customer service QBD and discussionSmall group exercise and debrief

45

4 Who are your customers QBD 30Break 15

5 Meeting Expectations Discussion 15

6 Presenting yourself Quiz and debrief 30

7 Setting goals and target Trainer led discussion and exercise 45

8 Morning Recap 15

Lunch 45

9 Energizer: Around Town Group exercise 15

10 Standards Discussion and group exercise 45

11 Communication Trainer led discussion Group exercise

60

12 Tea Break 15

13 Gossip Group Exercise and debrief 15

Day 0214 Reconnect: Creative contraption Group activity 15

15 Recap of Day 01 QBD 15

16 Telephone techniques DiscussionRole play and debrief Exercise

75

Tea Break

17 Managing the talkative caller Group exercise and debrief 30

18 Dealing with difficult callers Group exercise and debrief 30

Lunch 4519 Energizer: best/worst 1520. Dealing with challenges Group exercise and debrief 3021. Increasing your assertiveness Trainer led discussion 3022. Dealing with difficult people Discussion and group exercise, role-

play60

23. Dealing with conflict Discussion and role play 30Day 03

24. Reconnect: Energizer Group activity 15

25. Recap of Day 02 QBD 15

26. Tea Break 15

27. The problem Solving process Case study. QBD and role play 120

28. Lunch 45

29. Energizer: Brainstorming Group activity 15

30. Pre Assignment Review QBD 15

31. Seven steps of problem solving Role-play and discussion 45

32. The recovery process Trainer Led discussion 15

33. Eliminating customer service problems

Trainer Led discussion and group exercise

15

34. Service PRIDE is a Team Effort Trainer Led discussion 10

35. Power and pitfall phrases Discussion 30

36. Dealing with stress Exercise 3037. Program summary QBD 15

38. Workshop wrap up and action plan

15

1300

Excellence in Customer Care

Excellence in Customer Care

This two-day workshop will help you teach participants how to: Define what is customer service Recognize that service delivery is an individual response value. Explain how your own behavior impacts the behavior of others. Communicate more assertively and effectively.


What is Customer Service?This session will get participants thinking about the information to be covered over the next two days through small and large group discussion.

Who Are Your Customers?In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers.

Meeting ExpectationsThis session will focus on the four critical areas that customers have expectations for.

Presenting Yourself ProperlyUsing individual testing, participants will take a look at the impression they give customers and ways they can improve.

Setting Goals and Targets

]

During this session, we will look at setting SMART goals.

StandardsParticipants will participate in a brief lecture about standards, and then they will develop a set of standards for the four key components of customer service.

CommunicationThis session will focus on communication barriers and how we can overcome them.

Telephone TechniquesThis brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.

Managing the Talkative CallerTalkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. Participants will work in small groups to identify ways to deal with talkative callers. Dealing with Difficult CallersDuring this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.

Dealing with ChallengesThere are many types of unexpected challenges that we can encounter every day. Participants will work on small groups to develop responses to some of these issues.

Dealing with Difficult PeopleThis session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.

Dealing with ConflictWe will examine five ways to deal with conflict.

The LIST Method of complaint HandlingDuring this session, we will look at LIST method of complaint handling

Power PhrasesThis session will help participants identify ways that they can make a personal contribution to successful customer service.

Dealing with StressThis session will offer some quick, easy ways to de-stress in any place, at any time.


Program Flow


Day 011 Introduction, ice breaker and

course overviewTrainer led discussion 30

2 What is customer service QBD and discussionSmall group exercise and debrief

45

3 Who are your customers QBD 30Break 15

4 Meeting Expectations Trainer led discussion 15

5 Presenting yourself Quiz and debrief 30

6 Setting goals and target Trainer led discussion and exercise 45

7 Morning Recap 15

Lunch 45

8 Energizer: Around Town Group exercise 15

9 Standards Discussion and group exercise 45

10 Communication Trainer led discussion 15

11 Tea Break 15

12 Gossip Group Exercise and debrief 15

13 Tele[hone techniques Trainer led discussion Role play and debrief Exercise

75

14 Managing the talkative caller Group exercise and debrief 30

Day one Recap 15

Day 0215 Reconnect: Creative contraption Group activity 15

16 Recap of Day 01 QBD 15

17 Dealing with difficult callers Group exercise and debrief 30

18 Dealing with challenges Group exercise and debrief 30

Tea Break 15

19 Dealing with difficult people Trainer led discussion and group exercise, role-play

60

20 Dealing with conflict Trainer led discussion and role play 25

Lunch 4521 Energizer: best/worst 1522 Pre Assignment Review QBD 15

23 LIST Method Role-play and discussion 60

24 Power and pitfall phrases Trainer led discussion 30

25 Dealing with stress Exercise 3026 Program summary QBD 15

Speak Easy

Speak Easy : Conquering Your Fear of Speaking in Public

Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this one-day workshop is just for you! It’s aimed at anybody who wants to improve their speaking skills in informal situations. We’ll give you the confidence and the skills to interact with others and to speak in informal situations and in front of small groups. Good Communications Skills

o Defining Communication

o Barriers to Communication

Interpersonal Skills

o Listening

o Asking Questions

Self-Disclosure

The Art of Conversation

o Level One: Small Talk

o Level Two: Fact Disclosure

o Level Three: Viewpoints and Opinions

o Level Four: Personal Feelings

Practicing Dialogue

Redesigning Yourself for Strength

Professionalism

Maximizing Meetings

o Four Areas of Opportunity

o Fifteen Ways to Master a Meeting

Sticky Situations

Controlling Nervousness

Practice Speeches

Program Flow




Ice-breaker: Sports Fans Group Exercise 15

2 Good Communication Skills Defining communication Barriers to

communications


45

3 Interpersonal Skills Listening Asking Questions


30

Break 15

4 Self-Disclosure Trainer led discussion and Group Exercise

30

5 The Art of Conversation: 4 Levels

Group Exercise and Trainer led discussion

50


Lunch 45

Energizer Group Exercise 10

6 Practicing Dialogue Group Exercise 20

7 Redesigning Yourself for Strength


15

8 Professionalism Trainer led discussion and Exercise

15

Break 15

9 Maximizing Meetings Four Areas of

Opportunity


Fifteen Ways to Master a Meeting

Group Exercise 30

10 Sticky Situations Group Exercise 30

11 Controlling Nervousness Trainer led discussion and Exercise

10

12 Tell Me a Story Exercise 40

Workshop Wrap-Up 15

470

Telemarketing

Telemarketing: Using the Telephone as a Sales Tool

We never stop learning how to improve our selling skills. Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. The telephone can supplement, enhance, and sometimes replace other means of marketing and selling. This personal approach can dramatically increase your sales success.

This one-day workshop will help you hone your communication skills, your ability to persuade, and your ability to personalize each sales call to the person and to each situation.

Introduction and Course Overview

Pre-Assignment Review

Change Your Skills, Change Your Income

Separating Your Company from the Competition

Building Trust and Respect

Johari Window

The Importance of Good Communication Skills

Developing Your Script:

o The Basic Script

o Sample Script

o Making the Script Yours

o Developing Your Script

Pre-Call Planning

Phone Tag and Call Backs

Follow-Up

Your Sales Message When You Must Sell by Telephone

Program Flow


1 Introduction and Course Overview Trainer led discussion 15

Ice-breaker: The Company you Keep

15

2 Pre-Assignment Review Group Exercise 15

3 What is Telemarketing? Question Based Discussion and Exercise

5

4 Benefits of Telemarketing Trainer led discussion 10

5 Where Telemarketing Can Be Used?

Question Based Discussion 5

6 Pre-requisite for Telemarketing Generating and Maintaining

Lead

Exercise and Trainer led discussion

15

Communication Skills Trainer led discussion 20

Listening Trainer led discussion 30

Telephone Handling Trainer led discussion and Exercise

25

7 Taking Appointments Developing Your Script


40

Role Plays Exercise 15

Lunch 45

8 Dos and Don’ts Trainer led discussion 15

9 Phone Tags and Call Backs Trainer led discussion and Exercise

30

10 Follow-Up Trainer led discussion 15

11 Selling Product/Services Question based discussion 10

Steps of Selling Trainer led discussion 5

Opening a Call Trainer led discussion 5

Your Sales Message When You Must Sell by Telephone


Proposing Trainer led discussion 20

Elimination of Doubts Trainer led discussion 15

Handling Objection Trainer led discussion & Exercise

40

Closing Question Based Discussion 15

12 Summary Trainer led discussion 15

480

17 Modules Outline

Documents

Transcript of 17 Modules Outline