Coaching for Leadership Success - Participants will learn about coaching and how to apply coaching strategies, techniques and concepts in a work environment.

Coaching to Manage Performance - Participants will learn about the four functions of coaching, identify what it means to be an effective coach, identify characteristics of a great coach, learn how to develop supervisory relationships that bond people to the job and develop skills and abilities to effectively coach people on the job.

Customer Service, Dealing with Difficult People - Participants will learn about the conditions and circumstances that seem to foster difficult service situations, the traits and characteristics of people involved in difficult service situations, the constraints and concepts that should be understood when dealing with difficult people, and finally, participants will learn strategies to manage and positively resolve difficult service situations.

Customer Service, Supervising and Encouraging Quality Service - Participants will develop awareness of the role a leader plays in establishing and maintaining a work site culture and climate that is supportive of desired quality service policies, procedures and practices.

Emotional Intelligence-Emotional Competencies - Participants will develop a basic understanding of the concepts of emotional intelligence and emotional competencies, assess their emotional intelligence, create an action plan to develop their emotional intelligence and then learn to apply these concepts to improve the work environment.

Some of the content found in this workshop is from the book The Emotionally Intelligent Workplace (Cary Cherniss and Daniel Goleman, 2001, Jossey-Bass, A Wiley Company.)

Listening Skills - Participants will develop a variety of listening skills including passive listening, paraphrasing, agreement listening, active listening, compare and contrast listening and emphathetic listening techniques.

Mentoring - Participants will learn about effective mentoring, to be a facilitative partner in an evolving learning relationship focused on meeting learning goals.

Negotiating to Win/Win: Conflict Resolution in Personal and Professional Relationships - The goal of this presentation 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. To this end, the presentation helps participants to understand what they bring to the conflict situations they face in their personal and professional lives and presents the opportunity for participants to learn effective conflict-resolution skills.

Power of Teams - Participants will learn:

• Why teams matter to those who are interested in organizational performance.
• The difference between the use of a team or the use of more traditional techniques to solve problems and improve processes.
• Why rigorous attention to the basic elements of the team definition leads to achieving team performance.
• About the "price" that must be paid in order to convert a group of people into a real team.
• What must be done for the power of teams to work in an organization.

Some of the content found in this workshop is from the book The Wisdom of Teams - Creating the High-Performance Organization (Jon Katzenbach and Douglas Smith, 1994, Harvard Business School Press.)

Strategic Planning - Participants will develop their understanding of strategic planning, planning processes and the application of planning concepts in the work environment.


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