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
Trainer led discussion 15
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
Trainer led discussion 15
9. Dealing with Change Understanding Resiliency
Trainer led discussion 15
Tea Break 15
10. Pre Assignment Review and debrief
Trainer led discussion 30
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
S.No Modules Covered Methodology Duration(in mins)
1. Introduction, ice breaker and course overview
Trainer led discussion 30
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
Trainer led discussion 30
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
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.
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.
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)
Day 01
1 Introduction, Ice breaker and course overview
Trainer led discussion 30
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
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.
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.
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 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?
Trainer led discussion 15
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
Trainer led discussion 30
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
S.No Modules Covered Methodology Duration(in mins)
1 Introduction and Course Overview
Trainer led discussion 30
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
Trainer led discussion 20
(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
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.
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.
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 and Course Overview
Trainer led discussion 15
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:
S.No Modules Covered Methodology Duration(in mins)
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?
Trainer led discussion and Exercise
10
Brief History of Leadership Studies
Trainer led discussion 10
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:
S.No Modules Covered Methodology Duration(in mins)
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
Trainer led discussion 15
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:
S.No Modules Covered Methodology Duration(in mins)
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
Morning Wrap-Up Trainer led discussion 15
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
Trainer led discussion 15
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:
S.No Modules Covered Methodology Duration(in mins)
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
Trainer led discussion 15
Tower Construction Group Exercise 30
Tower Presentations Question Based Discussion 30
Morning Wrap-Up Trainer led discussion 15
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:
S.No Modules Covered Methodology Duration(in mins)
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:
S.No Modules Covered Methodology Duration(in mins)
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
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.
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.
Workshop Wrap-UpAt the end of the day, students will have an opportunity to ask questions and fill out an action plan.
Program Flow
Agenda:
S.No Modules Covered Methodology Duration(in mins)
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
Trainer led discussion 15
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
Trainer led discussion 10
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.
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 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.
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)
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.
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 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.
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)
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
S.No Modules Covered Methodology Duration(in mins)
1 Introduction and Course Overview
Trainer led discussion 15
Ice-breaker: Sports Fans Group Exercise 15
2 Good Communication Skills Defining communication Barriers to
communications
Trainer led discussion and Exercise
45
3 Interpersonal Skills Listening Asking Questions
Trainer led discussion and Exercise
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
Morning Wrap-Up Trainer led discussion 10
Lunch 45
Energizer Group Exercise 10
6 Practicing Dialogue Group Exercise 20
7 Redesigning Yourself for Strength
Trainer led discussion and Exercise
15
8 Professionalism Trainer led discussion and Exercise
15
Break 15
9 Maximizing Meetings Four Areas of
Opportunity
Trainer led discussion 15
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
S.No Modules Covered Methodology Duration(in mins)
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
Trainer led discussion and Exercise
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
Trainer led discussion 40
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
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