Partial List of Past Course Descriptions

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Enhancing Customer Service

• Personal and Organizational Benefits From Customer Satisfaction
• Good Versus Poor Attributes of Customer Service
• Dealing With Difficult People
• Conflict Management Styles, Brainstorming, and Problem Solving
• Reasons Customers get Upset and how to Calm Upset Customers
• Words/Statements that Make a Difference
• Techniques that Foster Customer Satisfaction

Labor Dispute/2 Hour Mock Trial

• Geared Towards Safety, HR, and Management Personnel
• Courtroom Presentation by Lawyers
• Audience Participation as Jury and Spectators
• Avoiding Unwanted Lawsuits

Improving Project Management

• Defining a Project
• Role of Project Manager
• Identifying Stakeholders
• Creating a Team
• Planning/Designing the Project
• Estimating Work and Cost
• Quality Planning
• Building a Schedule and Spending Plan
• Staffing
• Project Control/Contingencies
• Executing the Project
• Deployment
• Project Close Out
• Progress Tracking

START-Supervisory Training in Accident Reduction Techniques

• Module 1- Why do we want to work safely
• Module 2- Recognizing and investigating unsafe behavior
• Module 3- Motivating others to work safely
• Module 4- Lets get some results

Frontline Leadership

• Personality Assessment & Behavior Assessment
• Understanding and Applying Personal Values and Leadership Style
• Learn to lead others with Diverse Personalities and Behavior Styles
• Influence and Build Relationships Within and Across Organizations
• Essential Leadership Qualities
• Communication: Handling Conflict, Writing Skills, Listening Skills
• Encouraging the Heart - Motivating Others with Praise

What’s My Style - PSI Personality Assessment

• Participants Will Take the Personal Style Inventory to Help Identify Their Personal Style that Characterizes Their Most Frequently Used Pattern of Thinking and Behaving.
• The PSI Measures Eight Different Style Preference in Four Different Categories
• Participants Will:
  • Identify Their Individual Personal Styles
  • Relate Personal Style to Patterns of Behavior and the Relationships They Establish in the World
  • Plan Behaviors They Believe Will Help Them Develop More Satisfactory and Productive Relationships With a Wider Range of People

Lean for the Office

• Waste Identification and Elimination
• Tools and Techniques, Process Mapping, Mistake Proofing
• Become More Successful in Implementing New Ideas
• Lead with More Focus, Structure, Discipline, and Ownership
• Steps for Formulating an Improvement Plan

Leadership for the 21st Century

• Distinguishing the Difference Between Leadership and Management
• Identifying Influences on Leadership as a Result of Changing Demographics (i.e. Culture, Ethnicity, and Economic).
• Personality Assessment
• Understanding how Personalities Affect Leadership Styles, Communication, Conflict, and Teamwork
• Identifying how Leaders Lead and Survive in Dysfunctional Work Groups, While Learning how to Contribute to Increased Functionality

Maximizing Your Supervisory Potential

• Learn how to Strike a Balance Between Multiple Elements of Job Responsibilities
• Explore Personal Credibility
• Work Group Commitments
• Management Support
• Learn Processes of Delegation:
  •  Through Planning
  •  Clear Communication
  •  Effective Follow-Thru

Coaching/Bringing Out the Best in Others

• Learn to Apply Skills That Build Constructive Relationships
• Assess Individual Coaching Strengths and Weaknesses
• Learn to Build Trust and Rapport
• Learn the Art of Listening
• Provide Constructive Feedback
• Discover Skills to Develop Others

Six Sigma

• What is Six Sigma & What it Means to Your Company: Improvements Through Data Driven Methodology
• Overview: Six Sigma & the Organization; Six Sigma and Organizational Goals; Lean Principles in the Organization; Design for Six Sigma (DFSS) in the Organization
• Six Sigma Defined; Process Management for Projects; Project Management Basics; Management and Planning Tools; Business Results for Projects; Team Dynamics and Performance
• Measure; Process Analysis and Documentation; Probability and Statistics;Collecting and Summarizing Data; Probability Distributions; Measurement System Analysis; Process Capability and Performance
• Analyze; Exploratory Data Analysis; Hypothesis Testing
• Improve & Control; Design of Experiments (DOE); Statistical Process Control (SPC); Implement and Validate Solutions; Control Plan

Value Stream Mapping

• Participants will Learn to Apply a LEAN Technique to Analyze the Flow of Materials and Information
• Identify Opportunities in Lead Time
• Participants will Identify a Target Product, Product Family, or Service to Assess
• Participants will be Able to Create a Future State Value Stream Map From Assessment of Target Area

Effective Business Presentations

• Participants will Learn Strategies and Tools to Plan, Develop, and Deliver Dynamic Business Presentations Using Multimedia Text
• Participants will Learn and Apply Tactics to Analyze Performance For Effectiveness
• Learn Key Topics Such as:
  • Audience Analysis
  • Message Development
  • Delivery Techniques
  • Strategic PowerPoint Use
  • Anxiety Management
  • Question and Answer Sessions
  • Team Presentations
• Learn to Communicate Effectively with Proper Writing Skills

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