• An understanding of the critical levers necessary for effective leadership.
• Tools to understand and appreciate different personality types.
• An understanding of the Core Group Theory.
• A powerful model to help navigate the hidden pathways in your organization to facilitate effective change.
• An appreciation of different styles of managing conflict.
• Skills in applying conflict management tools.
• An understanding of the five dysfunctions of a team and how they can impact organizational effectiveness.
• A comprehensive understanding of trust – what it is and what it is not.
• Tools to evaluate the extent to which your personal behavior indicates that you trust (or distrust).
• Powerful and practical techniques for increased teamwork, productivity, and group cohesiveness.
• Skills for working effectively with people are from a different planet, uh, I mean generation.
• Understand the importance of personal responsibility in promoting respect in the workplace.
• Insights into the power of mentoring relationships to better manage intellectual capital in organizations.

Understanding Your Leadership “Profile”

• Discussion of various leadership factors and how they impact the way you lead your team.

Personality Types

• How to recognize, appreciate, and communicate effectively with other personalities.

CORE Group

• An understanding of the “people who really matter” and how every organization is continually acting to fulfill the perceived needs and priorities of its Core Group members.

Political Strategy Execution Model

• An effective tool for selling organization development and change.

Your Conflict Management Style

• Learn about your personal style as well as the five other conflict styles and how they affect you.

TEAM Dysfunctions

• How to recognize and understand the five dysfunctions of a team and how if not addressed can hinder workplace performance.

Trust

• An in-depth understanding of trust – what it is and what it is not – and why it is important in organizations.

Trust: The Ultimate Test

• How to recognize and evaluate the extent to which your own personal behavior indicates that you trust another person.

Factors Impacting Trust

• Identifying the various factors that contribute to our decision to trust another person: our individual tendency to trust, our history or experience with the other person, our perception of that person ’s ability to follow through on commitments, how alike or different we are, and our relative power or authority.

Generations and Their Planets

• Strange galaxies with odd behaviors. That is what you and your team will discover on this experiential journey to see these “aliens” up close.

Understanding Generational Values

• Let’s face it, all of our life experiences affect who we are and how we behave at work. You will gain a firm understanding of coterminous values as well as points of extreme differentiation.

M.E.E.T. model to promote a "mutual respect" working environment

• Make time to discuss
  Explore differences
  Encourage respect
  Take responsibility

Mentoring Relationships

• An understanding of the importance of mentoring relationships in organizations and how they improve succession planning and help develop future leaders.

Are you missing opportunities to capture key measurements in addition to traditional financial measures? Are you having trouble holding your leaders accountable? Do you see employees making short-term decisions? Do you see people pulling in opposite directions versus pulling together to achieve common goals? If you answered “yes” to one or more of these questions, then you need to attend this program.

This program provides a structured approach for driving performance by aligning an organization's strategic plan, goals, and objectives through use of the Balanced Scorecard method. Balanced Scorecard creates alignment of resources around key organizational and department measures and provides leadership with tools for accountability. It also allows individuals to make decisions that are in the long term interest of the organization and identifies development opportunities that align with the needs of the organization. Balanced scorecard gets everybody pulling in the same direction.

• Learn the Balanced Scorecard perspectives that drive organizational performance.
• Learn how to implement the Balanced Scorecard in your organization.
• Develop key organizational goals for each Balanced Scorecard perspective.
• Learn how to translate balanced scorecard measures into department goals and individual performance standards.

Balanced Scorecard Components

• Learn the four perspectives of the Balanced Scorecard, which constitute the central drivers of shareholder value creation: Financial, Customer, Internal Business Process and Learning & Growth.

Criteria Measures

• How to determine what should be measured under each perspective

Designing & Implementing Your Balanced Scorecard

• Learn how to develop a plan that incorporates critical success factors for you and your organization’s long-term viability.

Cascading it Down

• The crux of the Balanced Scorecard method is a systematic process to motivate, measure and reward people for their performance in adherence to an organization’s strategy. Learn how to cascade the organizational measures down into department goals and individual performance standards.

• Improved interpersonal communication skills.
• A better understanding of yourself.
• Increased confidence in your personal strengths.
• The ability to look beyond incorrect perceptions people have of each other.
• A better understanding of the strengths and weaknesses of others.
• Insights into how to maximize potential in yourself and others.

Personality Traits

• How they influence the way you think, plan, listen, generate ideas, process information, take risks, carry out job responsibilities, deal with change, and interact with people.

Recognizing Non-Assertive, and Aggressive Behaviors

• How to adjust your communication style to best meet the needs of the other person.

Effective Communication Principles

• Learn the necessary elements of communication to build a connection between yourself and the receiver.

Their Way vs. Your Way

• How to understand and appreciate the different traits and work styles of others and communicate effectively.

Enhanced Relationships

• Learn the strengths, weaknesses, motivators, and deal breakers of the various personality types.

Techniques to Diffuse Negative Behaviors

• Learn how to effectively deal with complainers, know-it-alls, sarcastic people, and passive-aggressive behaviors.

• An understanding of the evolving role, impacts, pressures, and opportunities for managers & supervisors.
• Tools to understand and appreciate different personality types.
• Skills and insights to understand your own preferences and biases.
• One-on-one communications skills for giving criticism constructively and listening.
• Group communication skills, running better meetings, using consensus, and creative problem solving.

Boss vs. Leader

• An in-depth understanding of the various aspects of being a leader.

Job Satisfaction

• The core of job performance and how to improve your own and your subordinates.

Understanding and Developing an Effective Management “Style”

• Impact of various leadership approaches-understanding and using the right style.

Personality Types

• How to recognize, appreciate, and communicate effectively with other personalities.

One-on-One Communication Skills

• Practical tools for communicating more comfortably and effectively, emphasis on listening skills, collaboration tools, and a positive assertive approach.

Managing Priorities

• Developing an approach to time management that matches your personality preferences, biases and blind spots.

Performance Management

• Coaching and counseling skills, and why to give frequent quality time to subordinates in performance discussions.

• An understanding of targeted coaching tools to deal with specific situations you
  face.
• Increased proficiency in dealing with performance issues.
• A new or enhanced skill set to coach others to reach their goals and accomplish
  work results faster, easier, and with less conflict.
• The knowledge of how your style and your current skills impact your effectiveness as a coach with the ability to take yourself to the next level.
• Structure and models to implement to gain immediate rapport, change behavior, and influence others to want to improve.

Coaching Mindset

• A shift in thinking towards coaching for peak performance vs. managing and supervising the work of others.

Coaching Warm-up

• Regardless of your current coaching skills set, take yourself to the next level of coaching skills by learning or enhancing your techniques or skills.

Managing Poor Performers

• Developing an approach to identify “why” a person is not performing at the standards and how to coach them to achieve results.

Performance Management

• Coaching and counseling skills, and why to give frequent time to subordinates in performance discussions.

Developing your Successor

• Mentoring your “right hand” person, how to empower them, and take their performance to the next level.

• An operational definition of conflict.
• An appreciation of different styles of managing conflict.
• Skills in applying conflict management tools.
• Improved ability in using communication, listening, and feedback.

Background Information about Conflict

• Examining the basic shape of conflict, identifying the dynamics of conflict behavior, and the elements of cooperative and competitive conflict.

Your Conflict Management Style

• Learn about your personal style as well as the five other conflict styles and how they affect you.

Symptoms of Conflict

• Identifying key psychological dynamics of conflict behavior and recognizing warning signs of conflict.

Skills in Managing Conflict

• Improving communication, listening, feedback and creative problem-solving skills to help you manage conflict more effectively.

Conversation Road Map

• By following an organized outline, you will be confident and comfortable addressing the issues. This process maximizes time and keeps the conversation focused on resolution.

Creating an Action Plan

• Developing and testing hands on application plan that helps to manage conflict more effectively.

• The ability to prepare and deliver any type of one-on one or group training with successful results.
• Greater job satisfaction, added value and visibility in your organization, and potential career growth opportunities.
• The confidence to know that you are correctly teaching the person the way they learn best.

The Basics of Adult Learning Theory

• How to apply it to the design and delivery of any training activity to assure success.

The Four-Step Process

• Saves training time and increases the effectiveness of one-on one instruction.

Understanding the Three Learning Styles

• How to identify which “mode” best fits the trainee and how to tailor the four-steps to best accommodate their needs and get them up to speed faster.

Feedback

• Learn how to properly address strengths and weaknesses, as well as the use of goal setting as a tool to bolster performance.

• Awareness of your strengths and maximizing them to develop your unique, successful style.
• More enthusiasm in your delivery and more focus, logic, and organization in your content.
• Time to plan, prepare, and rehearse before giving a 5-minute presentation in class based upon the course principles.
• A comprehensive evaluation of your strengths and opportunities for growth.

Projecting Credibility

• The most under-utilized asset in presentations: being in control and providing leadership, handling speaker fright professionally

5 Presentation Principles

• Learn the key principles of a successful presentation.

Techniques to Promote Effective Dialogue

• The difference between discussion and dialogue, and why dialogue is essential in-group sessions.

Beginning with Impact

• Practical tips for a strong beginning, the importance of the first minute, beginning before you begin.

Knowing Your Audience

• Preparing your presentation so that it meets your audience ’s needs and expectations, including adult learning issues to involve your audience.

Saying What You Have to Say

• A process for defining your purpose clearly and focusing your message to support your main objectives, keeping your presentation audience-centered.

Listening Skills –

• Learn the four types of listening acknowledgments to better connect with your audience and make your presentation more personal and less stuffy.

• The ability to conduct better interviews.
• The insight to plan interviews and be thoroughly prepared.
• Which questions will insure your selection of the best candidates?
• Behavioral questioning techniques.
• Powerful and practical interview techniques that avoid problems, streamline the process, and allow you to hire the best.
• The ability to determine whether a candidate is a solid match for the job.

Interview Model

• To establish an interview structure and format in order to structure an effective hiring process.

Sharpen Interviewing Skills

• With “hands-on” interviewing practice (role playing) while receiving coaching on your technique.

Interview Strategies

• Learn in-depth the behavioral approach to interview.

Ask the Right Questions

• Develop effective targeted questions to select the best candidate and focus on factors and information necessary to assess the candidate ’s skills, background, and personality fit.

Match Strategic Business Needs

• Master the strategies necessary to hire the right people to match your organization ’s strategic business direction.

Legal and Illegal Questions

• Learn how to handle sensitive areas safely and correctly.

• The ability to plan and organize daily activities to concentrate on the payoffs that result from effective productivity.
• Use of techniques for turning long-range goals and “To-Do’s” into action items.
• A better understanding of delegation-the reasons why it is important, as well as what to delegate and what not to delegate.
• A clear understanding of the time management through planning your work, delegating tasks, and organizing the workload.
• Improved productivity.

Identifying Key “Time Wasters”

• Many times a “time waster” cannot be solved completely, but the impact is has on your ability to control your time can be greatly reduced.

Assessing your Individual Level of Effectiveness in Planning, Delegating and Organizing

• We will provide you with a tool to assess and analyze yourself in these three areas.

Writing a Business Plan

• Learn how to: Identify key business opportunities and problems, analyze current situations, set goals, and write behavioral objectives.

Incorporating Plans into Daily Activities

• How to keep the plan from collecting dust by actually turning it into a working “living” document.

Enhanced Delegation Skills

• When, what and to whom should you delegate. How to effectively delegate and follow up to ensure maximum results.

• The ability to plan and organize the necessary information for conducting performance assessments.
• How to establish a conducive atmosphere for assessments.
• How to conduct performance discussions that encourage an exchange of information and produce better results.
• A better understanding of Conversation Models.
• Tools and Models for performance monitoring and improvement.
• Use of techniques for dealing with the Difficult Employee.

Tips for Conducting Performance Assessments

• From knowing the job to gathering and reviewing the pertinent information; tools to make you successful.

Rating Traps

• We will discuss in detail how to avoid “central tendencies,” the “halo effect,” the “horned effect,” and other rater biases.

Steps for Conducting the Assessment

• Learn how to: plan around the individual needs, communicate the meeting in advance, setting the right climate, and how to follow up

Performance Incident Reports

• We will provide you with several tools to measure and document performance throughout the year to avoid the tendency to evaluate the employee based upon the past few months.

Communicating for Positive Results

• How to turn “clichés ” into personal statements. As well as how to Tell, Sell, and Resolve to produce positive results.

• An operational definition of exceptional customer service.
• How to deliver the promise.
• An understanding of what customers want and need.
• How to recover when mistakes are made.

Identifying Exceptional Service

• Many times people forget to live up to the promises stated in the mission statement. We analyze the mission and determine “how to” go above and beyond to deliver exceptional service.

Delivering the Promise

• When you follow these four key guidelines, the results will be more satisfied customers, both internally and externally

Establishing Rapport

• Rapport is a hard thing to create. In today’s environment, this is a critical skill which must happen quickly. We will teach you how to get it, build it, and maintain it. From the initial greeting to on-going communication, we will help you feel more comfortable.

Recovering from Mistakes and Mishaps

• Mistakes are inevitable. The key is how you recover from the situation. When you follow our model, you will be able to recover with ease and skill. And when you use the “plus one” formula, you will keep the customer coming back for more.

• Analysis of how your attitude impacts your mood and perception of everything at work.
• The ability to enhance your energy at work through applying personal accountability.
• An enhanced understanding of how to deliver better customer service internally and externally.
• How to enhance your work environment by taking control over the elements which energize and inspire your workplace atmosphere.

Choosing Your Attitude

• Understand how your mood is the result of your experience, not the effect. As well as how attitude is a matter of choice not chance.

Accountability

• How to apply the “QBQ” technique to reduce stress and bolster your energy at work. When you practice personal accountability, you will find yourself less stressed, more productive, and thinking like a true winner.

Motivating Yourself to Achieve More

• What specific things would you do to make the workplace more fun and exciting? With managements support, FISH C.A.M.P. will allow you to do just that.

Delivering Exceptional Customer Service

• Learn the six basic needs of both your internal and external customer. As well as how to respond effectively when errors are made.

• A clear and concise understanding of what Accountability means.
• How to be more accountable for their own actions in terms of customer service, motivation, and achieving business objectives.
• A better understanding of self-directed development.

The QBQ Technique

• The Question-Behind the-Question (QBQ) is a simple three part process that shifts the focus from blaming others to fixing the problem yourself. The QBQ technique is the cornerstone for developing Personal Accountability.

Five Types of Courage

• Accountability can only be executed if a person has courage. From creative courage to quality courage to change-resistance courage—we will discuss in detail the key characteristics of each and how to develop your own courage.

Snake Chasing

• Often times, we are chasing snakes versus dealing with the poison. To separate the two enables you to frame the problem objectively but more importantly eliminate the poison from your operations.

Putting Accountability into Action

• Round table exercises on how to transfer the information presented into an actionable plan to increase staff motivation and deliver outstanding customer service each and every day.

• A clear understanding of the evolution of various age groups in our society.
• Insight into key historical events which helped shape the morals, values, and behaviors of the various generations.
• Powerful and practical techniques for increased teamwork, productivity, and group cohesiveness,
• Skills for working effectively with people are from a different planet, uh, I mean generation.

Generations and Their Planets

• Strange galaxies with odd behaviors. That is what you and your team will discover on this experiential journey to see these “aliens” up close.

Understanding Generational Values

• Let’s face it, all of our life experiences affect who we are and how we behave at work. You will gain a firm understanding of coterminous values as well as points of extreme differentiation.

Strengthening Employee Relationships

• Once you have a better understanding of the way “they” think, you will be armed with powerful techniques to better deal with the person and the situation.

Common Points of Interest

• Regardless of your generation or the planet you are from, we all have some basic needs and expectations. During this portion we will focus our energies on how much we have in common versus the differences.

• An understanding of the "unspoken truth" that attitude and personal behavior are vital to long-term success.
• An understanding of how to shift a negative attitude into a positive attitude.
• Ability to describe proactive behaviors.
• An understanding of how to cope with change more effectively.
• Tools to aid in goal setting.
• An understanding of the importance of being cooperative and respectful.
• Tools to communicate clearly and listen actively.

Success Factor 1: Positive and Proactive Skills

• Learn how to develop a positive attitude and be more assertive in interactions with others.

Success Factor 2: Flexible and Accountable

• Understand the importance of having a "Can do" attitude versus a "Won't do" attitude.

Success Factor 3: Cooperative and Respectful

• Learn how to build more positive relationships.

Success Factor 4: Communicate Clearly and Actively Listen

• Learn techniques that will help you communicate more effectively and actively listen versus listening to respond.

My Plan for Success

• Learn how to create a plan for success to achieve personal career goals.

• Increased proficiency in dealing with performance issues.
• A new or enhanced skill set to coach others to reach their goals and accomplish work results faster, easier, and with less conflict.
• A better understanding of Conversation Models.
• Tools and Models for performance monitoring and improvement.

Coaching Mindset

• A shift in thinking towards coaching for peak performance vs. managing and supervising the work of others.

Performance Management

• Coaching and counseling skills, and why to give frequent time to subordinates in performance discussions.

Performance Incident Reports

• We will provide participants with several tools to measure and document the performance of your team to better enhance productivity and results.

The Leader as Coach

• Learn effective training and counseling skills-using documentation for improved results.

Communicating for Positive Results

• How to turn “clichés ” into personal statements. As well as how to Tell, Sell, and Resolve to produce positive results.

• An understanding of how to conduct positive & meaningful performance discussions.
• The key elements to maintaining a person’s self-esteem.
• An understanding of the basic psychological needs of an individual during a feedback session.
• A model to use for continuous improvement.

The Psychology of Feedback

• When you understand how a person responds to feedback, you will be better armed to give it.

Steps for Giving Feedback

• When you follow our four step process, you can be confident that you have done everything possible to ensure a fair and meaningful exchange.

Communicating for Positive Results

• How to turn “clichés ” into personal statements. As well as how to Tell, Sell, and Resolve to produce positive results.

Conversation Road Map

• By following an organized outline, you will be confident and comfortable addressing the issues. This process maximizes time and keeps the conversation focused on resolution.

Improved succession planning and development of future leaders

• Provides a concrete way to move people into higher level jobs as well as be a career development tool for future leaders.

Ability to meet diversity goals

• Increases awareness of the varying cultural backgrounds and needs within the organizational.

Replacement of an aging workforce

• Shortens the typical development cycle of future leaders.

Faster induction of new employees

• Reassurance of a solid organization that takes care of its employees as well as a guide to the company culture.

Improved communications

• Increases awareness of organizational perspectives across departmental functions.

Improved management and staff relationships

• Challenges senior employees to rethink their management philosophies and methods and benefit from the new ideas of mentees as well as see their own leadership styles emulated in the organization.

Reduced labor costs

• Directs employees to positions in the organization that match their interests and skills saving the organization from costly turnovers.

Increased productivity

• Enhances productivity through performance planning and increased teamwork.

Improved ways of working with people

• Increases awareness of organizational perspectives across departmental functions.

Satisfaction of helping others in the organization develop and grow

• Creates a venue for senior employees to leave a legacy in the organization.

Development of a wider perspective of the organization and their work

• Stimulates new ways of thinking about organizational issues.

Confidence in themselves and their abilities

• Helps mentees succeed on the basis of their own competencies as well as assisting them in avoiding failure.

Increased productivity

• Enhances productivity through performance planning and increased teamwork.

Greater career satisfaction

• Produces a career development plan that addresses the exact needs of the mentee as well as helps them avoid careers that are unsuitable.

Development of a wider perspective of the organization and their work

• Stimulates new ways of thinking about organizational issues.

• A comprehensive understanding of trust – what it is and what it is not.
• Tools to evaluate the extent to which your personal behavior indicates that you trust (or distrust).
• Insights into the major factors that affect the decision