Business Management CourseOBJECTIVES OF THIS PROGRAM

The Business Management program is designed to provide business owner/managers with the knowledge and tools to allow them to make more timely and effective management decisions.

This program will provide them with the fundamental skills required to implement the concepts introduced in each module. It will present options and solutions for situations that he/she may encounter each business day.

Upon completion of this program participants will understand the concepts, terminology, and many of the formulae required in each discipline. What is more important, they will know when to proceed on their own in a particular management situation, and how to identify when they may need professional business counselling.

The overall objective of this program is to make each participant a confident, proficient business person.

TRAINING METHOD

Our program uses a series of interactive seminars in which participants take part in case studies, exercises, group discussion, and demonstrations to solve problems posed to them by the seminar leader. This method has been proven to reinforce ideas introduced during a training session. The participant leaves with an understanding of the intended application of a management idea and the theoretical philosophy. In addition, a course reference manual is provided to each participant at the completion of the program. This manual can be utilized in the day to day running of their individual businesses.

GENERAL COURSE OUTLINE

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The Business Management Diploma Program, consists of twenty one

(21) modules, encompassing one hundred and forty two (142) hours of training and twenty four (24) days to complete. It addresses three (3) fields of expertise, Financial Management, Human Resources, and Marketing. Each discipline consists of several modules and each module is further divided into individual topics of study and discussion. The modules are as follows:

* Customer Relations & Quality Service

* Surveying Your Market

* Advertising and Promotions

* Selling Skills

* Visual Merchandising

* Establishing a Selling Price

* Fundamental Bookkeeping

* Interpreting Financial Statements

* Analysing Financial Statements

* Managing Your Cash Flow

* Credit and Collections

* Recruiting and Selecting Personnel

* Performance Review

* Coaching and Counselling

* Delegation

* Motivating Your Employees

* Improving Team Work

* Decision Making and Problem Solving

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* Conflict Management

* Communication Skills

* Managing Your Time effectively

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Customer Relations & Quality Service (1 day)

Service quality has become the buzz word for businesses. No matter what kind of service you offer, customers are more informed, better educated and have a larger selection of businesses to fulfil their needs than ever before. Many of your customers are not as concerned with prices as past generations. They want and expect quality products at a fair price.

One of the most important concepts for people involved in customer service to understand, is that although customers may exchange money for a specified product or service, their feelings toward the supplier are influenced by a host of additional factors. Customers, "buy" much more. Customer service does not work unless people are committed to it. The acid test comes when you are called upon to give something extra-time, effort, initiative into the transaction; to "own" the problem and do something to resolve it to the customer's satisfaction. Consideration has to be given to the attitudes toward "owning" the problem or complaint.

The objective of this program is to instill an understanding of what the customer will expect in the future and provide participants with the skills required to provide outstanding service.

Topics:

1. Defining customer relations

1.1 Why firms lose customers1.2 What is customer relations?1.3 How good customer relations benefit your business1.4 Determining how they and their organization rate in customer service

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2. What do people really buy?

2.1 Specifying what it is, in addition to the basic product or service, their customers "buy"

2.2 Determining the changes they should be made to better satisfy customers

3. Handling complaints

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3.1 Why it is important to welcome complaints3.2 Examining the steps used in handling a complaint3.2 Guidelines to follow when handling customer complaints

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Surveying Your Market (1 day)

The importance of surveying your market is that it helps to identify our customer needs. This will allow us to offer the proper merchandise and services that the customer is searching for to satisfy their needs. Satisfying that need can motivate an individual to become your customer.

Because the needs of one group vary from that of another group we need to look at the demographics of your area. By using demographics and psychographics we are able to segment our market and determine which characteristics they possess. We then want to find out who has these characteristics so we know who to market our products and services to.

In this module we will examine how to analyze customer needs, identify different needs of our customer by segmenting our market using demographics. Making a list of what we should know about our customer. Examining the various types of measurement techniques that are available to conduct a market survey.

Topics:

1. Marketing research

1.1 Determining what market research can do for you1.2 Reviewing basic elements of marketing1.3 Explaining how companies can orient themselves in relation to their

customer

2. Analysing customer needs

2.1 Explaining why needs and wants are the same thing in marketing2.2 Defining a need 2.3 Examining Maslow's hierarchy of needs as it relates to marketing and

your products

3. Demographics & psychographics

3.1 Examining the four factors that influence the needs of people3.2 Identifying different needs of our market by segmenting 3.3 Examining local demographics3.4 Reviewing characteristics of the Canadian consumer market3.4 Analysing the effect of demographics on how we market our product

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3.5 Establishing our target market

4. Our customer

4.1 Finding out who has these characteristics4.2 Developing a profile of who the potential customer is4.3 Making a list of what we should know about our customer4.4 Finding people in our target area with these characteristics

5. Market survey

5.1 Examining the various types of measurement techniques 5.2 Guidelines for developing self-completion questionnaires5.3 Preparing a questionnaire for your customers

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Advertising and Promotion (1 day)

Promotion is, very simply, the act of talking to your target market. When developing a promotional strategy we need to know who we are targeting, where they are, and how to reach them. This information will allow us to target our advertising as effectively and economically as possible.

In this module you will learn about positioning and decide what your unique selling proposition is. We will examine why it is important to communicate the proper message and how to choose the proper media to deliver your message. We will also look at how to establish an advertising budget and how to evaluate your advertisement effectiveness. Topics:

1. Positioning your business

1.1 Defining what positioning means to your business1.2 Positioning shapes perception1.3 Finding out what your unique selling proposition is1.4 Identifying the sequence of stages consumers go through in

determining what to purchase

2. Developing a message

2.1 Remembering the product's name2.2 Recognizing the product's benefits2.3 Examining the emotional needs of your target market2.4 Keeping the message simple

3. Chosen the media

3.1 Identifying the types of media that exist in the marketplace today 3.2 Reviewing the strengths and weaknesses of the various media3.3 Measuring the effectiveness of the media3.4 Examining the different levels of reaching a prospect3.5 Promoting a product when there is a window of opportunity

4. Advertising budget

4.1 Analysing common mistakes made in establishing a budget

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4.2 Examining the recommended approach

5. Evaluating your advertisement

5.1 Evaluating whether or not the advertising of a product was a success regardless of the media you used

5.2 Guidelines used to evaluate advertisement

6. Measuring our advertising campaign

6.1 Evaluating whether a success or failure6.2 Conducting a post-mortem

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Selling Skills (1 day)

A salesperson's responsibility is to encourage and guide customers who have already expressed an interest in purchasing your product by entering your premises. The customer's decision to visit you may have been linked to your advertising, store displays etc. but the ultimate decision to buy from you will depend on the skill of the salesperson to identify the customer's needs and present them with a product that fulfils those needs.

This module examines ways in which salespeople can approach a customer to learn his/her needs. It focuses on how to properly present merchandise and how to use its features and benefits as a selling tool. Considerable time is spent on techniques in up-selling, handling customer objections, and identifying different types of customers. Finally, various sale closing techniques are reviewed.

Topics:

1. Product knowledge

1.1 Examining what product knowledge is1.2 Discussing how and where you can obtain product knowledge1.3 Deciding what questions to ask to obtain product knowledge

2. Steps in personal selling

2.1 Deciding which approach to use when meeting the customer2.2 Determining the needs and wants of the customer2.3 Presenting the merchandise using various techniques2.4 Examining key selling points by using benefits and features2.5 Listing the benefits of setting up a clientele file

3. Overcoming objections

3.1 Examining why customers present objections3.2 Analysing the difference between an excuse and an objection3.3 Looking at various techniques used in answering objections

4. Closing the sale

4.1 Being alert for closing signals given by the customer4.2 Examining why sales people oversell and how to avoid it4.3 Closing techniques you can use to close a sale

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5. Suggestive selling

5.1 Demonstrating the types of suggestive selling you can use with your merchandise

5.2 Using impulse buying5.3 Handling more than one customer

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Visual Merchandising (1 day)

Visual merchandising, to be effective, must be timely. One of the functions of visual merchandising is to attract customer's attention and arouse enough interest to make them want to investigate the merchandise more fully.

In this module window displays and schedules will be explored, as well as display fixtures on which merchandise can be shown to its best advantage. The use of colour and lighting to provide a visual presentation that is provocative and eye catching will be examined.

TOPICS

1. Store image

1.1 Examining the factors that the store image is based on1.2 Choosing an image

2. Window display

2.1 Turning lookers into shoppers with your window display2.2 Developing a schedule for you window presentation2.3 Guidelines to follow for window display

3. Colour schemes

3.1 Listing colours in their order of popularity and the impressions they give

3.2 Understanding the relationships of colours using the colour wheel3.3 Explaining the four basic colour combinations used to enhance visual

displays

4. The use of props

4.1 Listing examples of inexpensive props 4.2 Listing of props that can be acquired at no cost4.3 Examining props that are not seen

5. Lighting

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5.1 Differentiating between overall lighting and highlighting5.2 Deciding what to do and not to do when using spot lights and flood

lights5.3 Explaining how to use light gels5.4 Reviewing the tricks of the trade when using lighting

6. Signage

6.1 Examining the different types of informational signage and cards6.2 Avoiding the two biggest mistakes in signing

7. Interior presentation

7.1 Deciding the placement of merchandise and fixtures on the sales floor by using a floor plan

7.2 Studying the traffic patterns inside and outside the store in relation to the interior presentation

7.3 Understanding the importance of dividing the store into departments7.4 Deciding the single most valuable area in the store and the best

place to put impulse items

8. Fixtures

8.1 Examining different types of fixtures8.2 Questions you should ask when choosing store fixtures8.3 Looking at the upkeep of fixtures

9. Deciding what your housekeeping checklist should include

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Establishing a Selling Price (1 day)

The business objective in establishing a selling price should be the maximization of profits. Placing the proper price on a product or service is important to the profitability of any business. It is also a very important customer relations tool. Poor pricing will be a major inhibitor to securing repeat sales. Effective pricing will assure you of customer satisfaction with a fair profit margin.

This module examines different methods used in establishing a selling price. You will learn how to use different techniques in calculating the selling price of your product or service such as break even analysis, mark up and mark down. We will also examine the various strategies that may affect the pricing of products or services such as price differentiation, market skimming and penetration and price discounts.

Topics:

1. Arriving at a selling price

1.1 Examining the relationship between price, cost, and volume1.2 Looking at the customer's point of view1.3 Examining what the competition is doing1.4 Considering the cost aspect of the product

2. Using the break even analysis to calculate a selling price

2.1 Identifying fixed costs and variable costs2.1 Calculating the break even point2.2 Explaining how to include a level of profitability with the break even

analysis

3. Calculating a selling price using mark ups and mark downs

3.1 Reviewing how to calculate a mark up3.2 Determining how to arrive at a percentage when we calculate mark

up3.3 Calculating the retail price using mark up3.4 Calculating the cost using mark up3.5 Defining a mark down 3.6 Explaining why markdowns need to be taken3.7 Calculating a mark down

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4. Determining a selling price using other common used strategies

4.1 Examining how demand-oriented pricing affects your selling price4.2 Listing examples of price differentiation4.3 Examining how competition-oriented pricing and bidding affects your

selling price4.4 Examining the use of market skimming and penetration, imitative

and psychological pricing in determining your selling price4.5 Examining how price discounts and price quality relationships affects

your selling price

5. Examining the use of loss leading

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Fundamental Bookkeeping (2 days)

For a business person, a good system of financial records can mean the difference between limping along with stones in your shoes and running a good race in the competition for profits. The business person needs to understand how we arrived at the end product "Financial Statements". Only then will they be able to use them in order to make future decisions. It also provides a basis for business planning by showing the results of past decisions and furnishing the facts needed for future decisions.

This module introduces the principles of the double entry accounting system. Participants are lead through the process required for recording basic accounting transactions to the appropriate journals, and the subsequent recording of this information to the general ledger. Finally, preparation and explanation of a trial balance and final adjustments to the income statement are demonstrated and the balance sheet explained.

Topics:

1. Describing the nature of the events that are recorded in accounting and the importance of business papers in recording those events

2. Translating the events into bookkeeping language

2.1 Understanding the definition of assets, liabilities and owner's equity2.2 Understanding the definition of revenue and expenses2.3 Classifying accounts into assets, liabilities, owner's equity, revenue

or expenses

3. Generally accepted accounting principles

3.1 Describing the process by which generally accepted accounting principles are established

3.2 Explaining accounting concepts and principles

4. Balance sheet and income statement

4.1 Understanding the definition of a balance sheet4.2 Understanding the definition of an income statement4.3 Showing where the individual assets, liabilities, capital, revenue

and expenses appear on the balance sheet and income statement4.4 Recognizing and being able to indicate the effects of transactions

on the elements of the accounting equation

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4.4 Explaining the link between the two statements using net profit or loss

5. Storing information in accounts

5.1 Explaining the meaning of the words debit and credit in relations to T-accounts

5.2 Explaining the effect of debits and credits on the balance sheet5.3 Describing the use of debits and credits to record and store the

effects of business transactions5.4 Explaining how the link between the two financial statements

determines whether we have a debit or a credit on the income statement

5.5 Explaining the rules of debit and credit and the four things you have to do before you can record an entry

5.6 Analysing transactions and show their effects on theaccounts

5.7 Illustrating the rules of debit and credit using transactions

6. Recording transaction in journals

6.1 Demonstrating procedures to follow when recording journal entries6.2 Explaining the use of a combined journal and how to record entries

into this journal6.3 Demonstrating how special journals are used

7. General ledger and the chart of accounts

7.1 Explaining the purpose of the general ledger7.2 Posting entries from the journal to the general ledger7.3 Describing the use of a number to identify each account

8. Trial balance and work sheet

8.1 Preparing and explaining the use of a trial balance8.2 Explaining why a work sheet is prepared and being able to prepare

one

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Interpreting Financial Statements (1 day)

Financial Statements can be one of the most intimidating records in a business. They can also be the business person's best friend if they understands what the information means and how it can be made to work for them. No business person can consider themselves entirely informed about the position of their company, the competition or their industry unless they understand financial statements and the information they contain.

In this module we reveal the main elements of the Income Statement and the Balance Sheet in detail. Explanation will be given on how to interpret the information contained in each. We will explain the differences between an unincorporated and incorporated business and how it affects owner's equity. Upon completion, program participants will comprehend the significance of these two statements and their importance to every business.

Topics:

1. Assets

1.1 Defining current assets and fixed assets1.2 Recognizing the difference between current assets and fixed assets1.3 Listing examples of current and fixed assets accounts1.4 Explaining why fixed assets are recorded at cost1.5 Examining how to calculate contra accounts

2. Liabilities and owner's equity

1.1 Defining current liabilities and long term liabilities1.2 Recognizing the difference between current liabilities and long term

liabilities1.3 Listing examples of current liabilities and long term liabilities1.4 Explaining owner's equity for an unincorporated and corporate

business1.5 Examining the advantages of a corporation

3. Balance sheet

3.1 Preparing a balance sheet3.2 Examining the significance and limitations of the balance sheet

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4. Income statement

4.1 Explaining the objective of the income statement4.2 Examining the differences between a single-step and a multiple-

step form income statement4.3 Analysing transactions that involve the purchase and resale of

merchandise4.4 Explaining the nature of each item entering into the calculation of

cost of goods sold and gross profit from sales 4.5 Examining the breakdown of operating expenses between selling

expenses and administrative expenses4.6 Examining why the profit is not available in cash in one lump sum

at the end of the year

5. The importance of notes to the financial statements

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Analysing Financial Statements (2 days)

The business person's ability to interpret, analyze, and make decisions about the information presented by the financial statements and related financial information is what this module is all about. Every business person must know the full potential of their company and be thoroughly aware of the means by which this potential can be realized before they can guide their organization to ultimate success.

In this module participants discover how to analyze Financial Statements to make more effective business decisions. This will be achieved by using Income Statement analysis and Balance Sheet Analysis. This type of analysis will highlight trends, which can be used to improve business operations and correct problem areas. Participants will learn, in detail, how and why different business ratios are calculated. This type of analysis is used extensively by financial institutions.

Topics:

1. Income statement analysis

1.1 Describing and preparing common size income statements1.2 Analysing and interpreting common size comparative income

statements1.3 Describing changes that have occurred from one period to the next

using trend percentages1.4 Explaining the advantage of converting the dollar amount to an

index trend1.5 Considering the implications of inflation when you compare your

income and expenses1.6 Examining the use of the consumer price index when comparing

your income and expenses

2. Current ratio

2.1 Calculating and explaining what the current ratio measures2.2 Analysing how current ratio position affects short term liquidity and

profitability2.3 Examining how the current ratio affects the liquidity of a company

3. Inventory to working capital ratio

3.1 Calculating the ratio of inventory to working capital

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3.2 Listing the factors that could influence the value of inventory3.3 Analysing the effect of the working capital position3.4 Explaining the acid test ratio and what it measures

4. Net sales to inventory ratio

4.1 Calculating the ratio of net sales to inventory4.2 Explaining how the ratio serves as an indicator of the

merchandising efficiency of a company4.3 Listing reasons for inventory markdown

5. Accounts receivables to working capital ratio

5.1 Explaining the dependence of working capital on trade receivables5.2 Computing the accounts receivables to working capital5.3 Examining the effect of this ratio on the acid test ratio

6. Collection period ratio

6.1 Examining how the credit and collection policy has a direct influence on sales, profits, and needs for borrowing

6.2 Calculating the collection period ratio6.3 Explaining what the ratio is designed to accomplish

7. Current liabilities to net worth and total liabilities to net worth ratio

7.1 Examining how the operating freedom of a company is effected7.2 Explaining how time and fixed term affects these two ratios7.3 Examining current and total liabilities to net worth ratio

8. Long term liabilities to working capital ratio

8.1 Explaining the reasons companies resort to long term borrowing8.2 Calculating long term liabilities to working capital8.3 Examining and determining the use of long term borrowing

9. Net profit to net worth ratio

9.1 Listing reasons why a company is required to make a profit9.2 Computing net profit to net worth ratio9.3 Listing reasons why companies require additional capital

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Managing Your Cash Flow (1 day)

Many businesses make a profit according to their income statement, but don't have the cash to pay their current accounts payable. A business will not exist for long if it does not pay its bills. Cash management is therefore an extremely important part of the financial management of any business.

In this module we will examine the tools that are available to keep you up-to-date of the current cash position of the cash flow. One of the best tools is the cash flow chart. It is designed to estimate future cash receipts, outlays, and balances and the compare actual results with the estimate at the end of each month of operations. The chart provides a schedule of cash flow and a ready device for determining if the schedule is being met.

Participants will prepare a cash flow chart based on the expected flow of cash in and out of the company based on internal information and forecasted financial statements. After completing the cash flow chart participants will examine month by month the cash balances and determine how to avoid cash shortages in the months that they appear. We will also look at the steps that could be taken to reduce a cash shortage.

Topics:

1. Definition of cash flow

2. Receiving and paying out cash

2.1 Listing how a business receives cash2.2 Listing how a business pays out cash

3. Examining information needed to construct a cash flow

3.1 Examining information contained in the financial statements3.2 Identifying information needed from internal records

4. Cash flow statement

4.1 Explaining what a cash flow statement provides you4.2 Reviewing how the accrual system affects cash flow4.3 Identifying weaknesses in our cash position

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5. Preparing a cash flow forecast

5.1 Explaining the format of a cash flow forecast5.2 Estimating and/or planning cash receipts and disbursements.5.3 Completing the cash flow chart month by month5.4 Projecting the cash balances month by month

6. Interpreting and finding solutions to the cash shortage problems

7. Comparing the difference between net profit and cash balance at year end

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Credit and Collections (1 day)

The granting of credit is a very important decision to a business. Sales are the life-blood of every business and are vital to profitability. If credit is withheld unnecessarily, a loss may result. On the other hand, if credit is granted unwisely, substantial losses may be incurred in terms of both time expended and lost revenue. Whenever credit has been granted, receivables and collections must be managed effectively to avoid tying up large amounts of working capital and impeding cash flows.

In this module we will examine preventive steps, so that you don't have to chase after customers for payments. You will learn how to establish a credit policy as well the cost of a bad debt to a business. We will focus on the importance of checking references and obtaining information for credit. You will also learn how to evaluate an applicant and monitor existing customers.Finally, for those accounts that still remain delinquent, we will show you the stages of collection.

Topics:

1. Comparing the advantages and disadvantages of selling on credit

2. Establishing a credit policy

2.1 Reviewing questions that should be answered before you decide details of your credit management

2.2 Listing factors that would cause you to adopt a more liberal policy2.3 Listing factors that would cause you to adopt a more conservative

policy2.4 Calculating the additional sales you must make to recover

the amount lost through bad debts

3. Obtaining information

3.1 Listing the type of information you need to make a decision on whether or not to grant credit to an individual

3.2 Listing the type of information you need to make a decision on whether or not to grant credit to a business

3.3 Reviewing pre-printed questionnaires for individuals and corporations

3.4 Examining other methods of obtaining information on individuals and corporations

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4. Checking the references and updating information

4.1 Listing types of questions to ask when checking references4.2 Keeping your credit files up-to-date

5. Evaluating and acknowledging the applicant

5.1 Examining the major components of credit evaluation5.2 Setting up a scoreboard 5.3 Acknowledging the applicant with a letter

6. Monitoring your accounts receivables

6.1 Examining the basic information needed to determine the state of the account

6.2 Calculating the collection period and aging accounts receivables6.3 Listing the warning signs that might indicate problems in collecting

from an existing customer

7. Handling delinquent accounts

7.1 Reviewing the benefits of an efficient follow-up system7.2 Examining the stages of collection7.3 Deciding on final action

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Recruiting and Selecting Personnel (2 days)

Recruiting and selecting reliable and effective people to work for us is not an easy task. There are never any guarantees that the people we do hire are going to work out. However, there are guidelines you can follow and precautions that will improve your chances of making an informed decision.

Participants will learn how to determine what they need, how to find the best applicant, discover how to review résumés & application forms; how to conduct interviews; how to check references; and how to make the final decision. If you follow these guidelines, you'll be on your way to building a workforce that's qualified, talented and motivated.

Topics: 1. Conducting a job analysis

1.1 Guidelines for a job analysis1.2 Obtaining information for a job analysis1.3 Listing the types of questions used when analysing individual

positions

2. Job description

2.1 Examining what a job description should indicate2.2 Outlining specific duties of a job description and what type of

information should be included2.3 Summarizing duties into basic responsibilities2.4 Determining what type of information to include in basic

responsibilities2.5 Writing up a job description

3. Job specifications

3.1 Determining the specifications of the position3.2 Determining the qualifications needed3.3 Examining types of questions to ask when determining

specifications of the position3.4 Writing up a job specification

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4. The application form and the résumé

4.1 Listing the type of information the application form should include4.2 Examining questions that are unnecessary to ask and those that

are prohibited by law 4.3 Reviewing a completed application form to alert you to potential

danger signs4.4 Examining the key areas of a resume4.5 Identifying applicants that show the most promise using a selection

grid

5. Job interview

5.1 Discussing the purpose of an interview5.2 Examining different types of interviews5.3 Identifying the different stages of an interview5.4 Developing questioning skills to use during interview5.5 Examining other common selection measures

6. Checking references

6.1 Obtaining accurate information about candidates6.2 Deciding when and who to contact6.3 Deciding who not to contact6.4 Examining commonly asked questions for reference checking

7. Narrowing it down and making your selection

7.1 Reviewing an interview summary form that is used after each interview

7.2 Rating interviewees according to common selection criteria, to make final decision

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Performance Review (1 day)

Performance review is an on-going year-long process of setting goals and objectives, and giving on-going coaching and feedback. It can be the means by which managers monitor employees progress so that when something goes wrong you know it and can make mid-course changes while they are relatively easy to make. It shows a method of conducting a performance review where managers will welcome the feedback, and employees will welcome the measurement of achievement that a good performance review can provide.

Participants will discover why a performance review system must not only accurately measure current performance levels, but also contain mechanisms for reinforcing strengths, identifying deficiencies and feeding such information back to rates in order that may improve future performance.

Topics:

1. Setting performance objectives.

1.1 Deciding whether or not the objective is focused onspecific results to be achieved

1.2 Listing performance objectives according to their order of importance

1.3 Writing a performance objective that is clearly worded and measurable

1.4 Identifying the resources that a manager refers to, for setting performance objectives

2. How to find and measure performance factors

2.1 Selecting performance factors from the job requirements2.2 Defining behaviour in a way that makes them clearly measurable2.3 Understanding the difference between behaviour and attitude2.4 Examining the ratings used to measure performance factors

3. Gathering and analysing data throughout review period

3.1 Collecting data at regular intervals

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3.2 Documenting as you give feedback during the year

4. Steps conducted prior to and during performance review

4.1 Listing the reasons for asking employee's input before the performance review

4.2 Meeting with employee to discuss self-evaluation4.3 Completing report card portion of performance review4.4 Previewing performance review form with an associate4.5 Scheduling review meeting with employee4.6 Conducting performance review discussion4.7 Creating an employment development plan

5. Writing a performance review.

5.1 Avoiding common rating errors5.2 Rating the performance5.3 Summarizing the best information collected

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Coaching and Counselling (1 day)

This program is designed to increase a manager's skill as a coach and as a counsellor. The role of the coach and counsellor is critical in today's organizations. Organizations are changing.

One of the keys to success of today's managers will be to lead and coach their people. Coaching is not just telling people what to do; it also involves helping them achieve their fullest potential. Successful coaches have to assume a variety of other roles such as team leader, listener and facilitator.

As a manager, you will encounter employees who are defensive, with problems, that interfere with work performance. These problems can often be prevented and/or remedied through the thoughtful day-to-day application of counselling skills. Counselling skills will provide managers with the means to assist people to discuss and clarify their problems and to explore alternative solutions.

In this module we will show you how to develop employees by providing them with opportunities to develop their skills and experience while ensuring they receive continuous feedback, counselling and follow up.

Topics:

1. Coaching and counselling

1.1 Explaining the difference between a coach and a counsellor1.2 Listing effective and ineffective approaches to coaching and

counselling1.3 Listing your strengths and weaknesses when coaching or

counselling employees1.4 Learning how to determine when to coach and when to counsel

3. Coaching employees

3.1 Demonstrating why telling is not teaching3.2 Comparing the learning styles of a student with the coaching style

of the teacher3.3 Explaining the components of effective coaching3.4 Practising coaching skills3.5 Examining how to give performance feedback3.6 Practising giving performance feedback

4. Counselling employees

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4.1 Listing your concerns about confronting others4.2 Examining the components of effective counselling4.3 Outlining the steps used in counselling employees4.3 Practising counselling interviews

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Delegation (1 day)

"Getting things done through others" is today accepted as an essential aspect of the process of management. Implicit in this definition is the concept of delegation. It is, however, surprising to find that many managers experience difficulty in seeing that improving their ability to delegate may actually offer a solution of their problems.

In this module we will look at the need for delegation in an organisation. You will discover why it is important to give good instructions when delegating. We will look at why managers do not delegate and why some supervisors over-delegate. We will explore the problems of delegating effectively and we will find out why supervisors fail to delegate or over-delegate. Finally we will develop an action plan for on-the-job implementation.

Topics:

1. Need for delegation

1.1 Understanding the need for delegation1.2 Establishing the nature of delegation

2. Giving instructions

2.1 Deciding if it is better to think through exactly what is required before delegating a task

2.2 Understanding the importance of giving clear instructions at the start so as to save time

2.3 Discovering how to make sure the person receiving the instruction understands them

2.4 Discovering how to make sure the person is capable of doing the job assigned

2.5 Examining why they should agree, with the other person, when the job will be finished

3. Effective delegation

3.1 Defining what is meant by effective delegation3.2 Exploring the problems involved in delegating effectively3.3 Examining the elements of delegation3.4 Exploring why managers fail to delegate or over delegate

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3.5 Considering good practice in relation to delegation

4. Developing an action plan

4.1 Identifying action for more effective delegation4.2 Developing an action plan for on-the-job implementation

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Motivating Your Employees (1 day)

Employee motivation is extremely important to your company. Besides affecting the extent of employee job satisfaction, motivation also greatly affects productivity and your profit. Motivation is an inner desire to fulfil a need or attain a goal. When it comes to motivating our staff, it can be one of the most perplexing management topics a business manager can encounter.

In this module we will be looking at management style to determine if the style is appropriate to motivating employees. Management style is important because the wrong style will stifle motivation - the right style will make it happen. We will also identify factors that motivate people, what they expect from their jobs, and common internal and external motivational factors. The reasons that employees do not always perform as managers wish them to will be reviewed. Finally, participants will examine 18 ways to motivate employees, and how to prepare a motivational plan for their business.

Topics:

1. What is motivation

1.1 Defining what motivation is1.2 Deciding what motivates employees

2. Management style

2.1 Determining your management style2.2 Examining how your belief system determines the way you manage

people

3. How are employees motivated

3.1 Understanding the hierarchy of motivational needs3.2 Relating each level to real-life situations3.3 Identifying and developing strategies for dealing with motivational

problems3.4 Identifying which factors motivate employees3.5 Guidelines for motivating employees

4. Why employees don't always perform as managers wish

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5. Eighteen ways to motivate employee performance

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Improving Team Work (1 day)

This program is designed to bring a more cohesive focus to a team's mission and how its members can work together to accomplish it. All too often, however, groups can be inefficient and ineffective as they go about their tasks.

This module will help you understand the group process and how different roles used by team members affects the pursue of your goals. This is often neglected because of our preoccupation with "getting work done". Through participation in this program, individuals quickly become aware of unproductive behaviours and are guided to more productive ways of being group members.

Topics:

1. Group behaviour

1.1 Looking at examples of effective and ineffective groups1.2 Deciding what you need from a group to be the best possible

member1.3 Deciding whether several heads are better than one

2. Understanding the group process

2.1 Identifying different roles used in a group by members of the team2.2 Understanding the difference between task related and

maintenance roles2.3 Discussing the impact of these roles on the way you approach a

task

3. How people communicate in groups

3.1 Developing communications skills that can help a group to move forward

3.1 Working in subgroups3.2 Giving everyone the opportunity to speak3.3 Summarizing what the last person said

4. Consensus seeking

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4.1 Explaining how synergistic outcomes for the group is greater than the sum of the parts of the group

4.2 Applying strategies for building group consensus

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Decision Making and Problem Solving (1 day)

In your role as a manager you are expected to make and implement decisions. The decision-making style you use will not only affect the quality of the decision itself, but will also influence the effectiveness and efficiency of its implementation. Determining how to decide is an essential but often neglected stage in the decision-making process.

The ability to deal with problems effectively is a major requirement of management. It is like a journey into the unknown. It begins with a perception of a need for change or a sense that something is "not quite right" and moves through a series of thoughts, feelings, beliefs, interactions, and solutions.

This program is designed to enable participants to learn and apply concepts and techniques related to making decisions and solving problems. Decision-making and problem-solving requires creativity, intuition, and imagination. It also requires careful analysis, diagnosis, and step-by-step action planning.

Topics:

1. Determining how to decide

1.1 Exploring the options available when determining how to make decisions

1.2 Identifying the factors that can indicate the most appropriate decision-making style

1.3 Considering the benefits and problems associated with different styles.

1.4 Establishing a procedure for selecting an appropriate style from the options available

2. Identifying and analysing problems

2.1 Identifying what causes a problem2.2 Recognizing that a problem exists2.3 Recognizing the need to gain an understanding of a problem before

deciding on a solution2.4 Defining the problem specifically2.5 Collecting information relevant to the problem

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2.6 Developing an approach for gaining an understanding of a problem by analysing its consequences and causes

2.7 Suggesting solutions for removing causes

3. Generating creative solutions

3.1 Recognizing the value of generating creative solution to problems3.2 Considering ways in which creative thinking can be encouraged3.3 Exploring approaches for solving problems creatively by involving

others

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Conflict Management (1 day)

Conflict can be healthy when it brings about new ideas and deeper relationships. For this to occur, the basis for dealing with the conflict must be win/win. Conflict is unhealthy when it leads to distrust, anger, and withdrawal. These results usually mean that conflict has been approached on a win/lose basis.

The goal of this program is to bring participants to the awareness that relationships with friends, family, and co-workers merit the investment in time and energy required for disagreements to be resolved, in such a way that both parties feel like winners.

The program helps participants to understand what they bring to conflict situations they face in their lives and presents the opportunities for participants to learn effective conflict-resolution skills.

Topics:

1. What you bring to conflict situations

1.1 Examining feelings about conflict1.2 Looking at your conflict style1.3 Assessing your conflict-resolution style1.4 Experiencing different approaches to conflict1.5 Explaining how conflict behaviour is situational1.6 Identifying misunderstandings in conflict situations1.7 Learning how to view others objectively

2. Conflict-Resolution effectiveness

2.1 Acquiring skills in stating complaints and requesting change2.2 Examining the anatomy of an argument2.3 Learning strategies for dealing with difficult people2.4 Reframing conflict scenarios2.5 Becoming adept at cooperative forms of negotiation2.6 Explaining what to do when negotiation fails or never gets started

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Communication Skills (1 day)

Your success as a communicator will depend greatly on your ability to communicate effectively and to encourage people to communicate with you. Basic to good communication is the ability to maintain a non-judgemental attitude and allow the other person to explain, clarify and express their ideas without interference.

This module demonstrates the necessity of mutual participation if full understanding between the giver and receiver of a message is to be guaranteed. The number one cause of bad communication is poor listening skills. Genuine listening is very much an active process, something we all need to work at all of the time if we are to be effective communicators. This module also considers the barriers to listening, and how they can be overcome.

The use of good questioning techniques will help you determine the appropriate questions to ask in order to receive the desired answers you are seeking. So much of what we communicate comes from our body language rather than just the words we use. We need to ensure that our body language supports our verbal communication. Topics:

1. Perception

1.1 Recognizing the difference's in our perception.1.2 Examining why our perception's are different.1.3 Understanding why what's important to you may not necessary be

important to the person you are communicating with.

2. One way - two way communication

2.1 Identifying the need to give information in a logical sequence2.2 Understanding the importance of regularly checking to see that

communication has been heard and understood2.3 Recognizing that there is joint responsibility between the speaker

and listener in effective communication. 3. Listening skills

3.1 Recognizing the importance of effective listening in interpersonal communication

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3.2 Examining the various environmental, psychological and personal barriers to effective listening

3.3 Considering ways of improving listening skills

4. Assumptions

4.1 Understanding the dangers of making assumptions4.2 Guarding against communication breakdowns due to false

assumptions

5. Questioning skills

5.1 Understanding the significance of good questioning5.2 Recognizing the difference between open and closed questions5.3 Understanding the types of questions that can be used5.4 Using summarizing as an aid to maintaining boundaries on a

discussion

6. Using body language

6.1 Demonstrating the importance of body language6.2 Identifying the main types of non-verbal signals that

comprise our body language

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Managing Your Time Effectively (1 day)

Time is what most people would like more of. Unfortunately there are only 24 hours in a day. In order to gain more time during a day we need learn how to use our time more effectively.

This module is designed to help you find out how to get more done in less time. You will identify areas where improvement is needed. Discover time-tested tips on managing interruptions, telephone time, visitors etc.. You will identify your goals and learn how to overcome obstacles to reaching your goals by using strategic planning. Learn the secrets to getting the most important things done by prioritizing and planning daily. Find out why your desk represents the single most important part of your office and how to make it work for you and what to do about paperwork. Discover specific tools and systems to keep track of the detailed information related to projects, assignments, people, resources and records. For the chronic collector we have guidelines that will help you save only the essentials.

Topics:

1. Discovering where you are spending your time

1.1 Explaining how to fill out a time log1.2 Analysing the time spent in a typical day2.3 Identifying inefficiencies in time spent

2. Finding solutions to time wasters

2.1 Listing things that waste your time2.2 Examining solutions to various time wasters

3. Planning

3.1 Listing the goals that you would like to accomplish within the year 3.2 Examining each goal and evaluating whether they are specific,

measurable and achievable3.3 Prioritising your goals using the A B C system3.4 Listing activities that will help you achieve you A-1 goal3.5 Evaluating whether or not you have reached your goal

4. Planning daily

4.1 Explaining how to make up a daily plan

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4.2 Reviewing guidelines in completing a daily plan4.3 Prioritizing your daily plan4.4 Finding out if we are using the right calendar

5. Kicking the procrastination habit

5.1 Listing the reasons people procrastinate5.2 Identifying techniques that will help you overcome procrastination

6. Examining tickler systems that jogs your memory

6.1 Explaining how a tickler card system works6.2 Explaining how a file folder tickler system works

7. Mastering your desk and the paper jungle

7.1 Explaining why desks get cluttered7.2 Reviewing the 5 steps to help unclutter a desk7.3 Filling out an accessibility survey7.4 Setting up a daily paperwork system

8. Deciding how, when and what to save

8.1 Reviewing guidelines for collectors8.2 Deciding what to save

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