ATTITUDE: DEALING WITH NEGATIVITY
Negativity impacts morale, teamwork, quality - even retention of valued employees. Designed to help you reduce frustration with dealing with negative people and difficult situations, this program provides practical solutions for positive attitude maintenance and improved relationships and performance. Recognize negativity and become more optimistic and solution oriented. Assess and recharge your attitude and enthusiasm by recycling problems into opportunities with solutions. 

CHANGE
Facing rapid and continuous change is a way of life driven by continuous improvement, service, teamwork, productivity, empowerment, performance management, and more. To stay competitive, both organizations and individuals must manage change proactively. This session will clarify our roles, help us to use events to create win-win situations for both the organization and ourselves, understand change to stay motivated and productive under challenging conditions and transitions.

CONFLICT - RESOLVING DIFFERENCES
Managing conflict is an essential people skill for propelling professional and personal success. How differences are resolved can be as important as the issue itself. Learn how to recognize different types of conflict, apply resolution strategies, confront without hostility, recognize signals, value differences & set empowering ground rules for win-win outcomes, less stress, more confidence and better relationships and results.

CUSTOMER SERVICE - INTERNAL & EXTERNAL
Because quality service impacts the bottom-line, developing internal-external customer skills is essential in every business. Superior service is no longer an option, and external service is only as good as internal service. Participants will learn how service impacts results, establish service attitudes, identify service improvement opportunities, develop a service improvement plan, drive the service commitment to all levels, and maintain a high level of quality service throughout your business or organization.

DEALING WITH CHALLENGING PEOPLE AND SITUATIONS
Dealing with different types of people day in and day out can prove a challenge in today’s fast-paced environment. This course is designed to help you reduce frustration and burnout in dealing with challenging people and situations, give and take criticism, solve problems, avoid being the target for bad behavior, improve communication with tact and sensitivity, provide practical solutions to dealing with challenging people and situations. 

INFLUENCING WITHOUT AUTHORITY
As more and more companies re-organize along the lines of a horizontal structure as opposed to the vertical style of management, those who need to get action from other employees are not necessarily those in charge. As responsibilities increase, smooth operations and productivity of the organization depend on the ability to collaborate for common goals. Influencing Without Authority deals with the challenges of those who face increasing responsibilities without having the mandated authority to demand results from others. Participants will receive the tools to achieve goals, build confidence and collaboration, lead and deal more effectively with others. 

MARGINAL PERFORMANCE
Marginal performance impacts results, relationships and can lead to escalating situations and deteriorating performance. Recognize symptoms early  to appropriately correct, prevent and improve performance or conduct. Learn how to respond to performance problems due to attitude or ability, communication, motivation, skill or insubordination. Develop a performance management plan with agreed upon tasks, responsibilities, and follow-up.

SEXUAL HARASSMENT - CREATE A HARASSMENT - FREE, NON-DISCRIMINATORY WORKPLACE
Learn what sexual harassment is, the laws, company policies and procedures on harassment, how to respond to inappropriate comments or behaviors or to an employee's concern,  fulfill our legal and moral obligations.
 
SEXUAL HARASSMENT - HOW TO INVESTIGATE AND RESOLVE ALLEGATIONS
An employee walks into your office and claims sexual harassment. What should you do or not do? This program will strengthen your company and protect your people by preparing participants to swiftly and effectively deal with sexual harassment, determine what happened, respond with actions appropriate to the facts by investigating complaints and handling sexual harassment claims in a way that is fair to all parties -- from prevention, throughout investigation to corrective action.
 

SUPERVISOR'S ESSENTIAL SKILLS
Gain practical skills to improve your effectiveness & enhance your confidence as a supervisor, respond to higher expectations & increased responsibilities in a changing workplace. Learn how to interview, hire, solve problems, make individual & group decisions, lead a team, identify workstyles, develop & train, coach & evaluate performance, counsel and discipline, schedule, reward and recognize, solicit suggestions, give & receive feedback and directions, delegate, set goals, use authority appropriately, resolve conflicts, plan, manage multiple projects & priorities, understand legal issues, prevent harassment & discrimination, communicate, & build teamwork. 

THE WOMAN MANAGER©
What does it take to get on top and stay there? This presentation is based on the book by the same name, written by Dr. Connie Sitterly. You will learn how to maximize your present position, understand power and politics, lead, gain visibility, be taken seriously, identify career competencies and overcome career blocks, develop promotable skills, network, leadership and initiative. (Book available.)

TURN A GROUP INTO A TEAM
In the midst of a rapid changing, competitive business environment characterized by diversity, restructuring, downsizing and quality/service initiatives, teams drive the improvement process to accomplish more, better, faster. This course will help turn your group into a team, provide the guidance to avoid pitfalls of teaming, and create an esprit de corps in your workplace.

WORKPLACE VIOLENCE
Dealing with hostility and violence in the workplace is an escalating issue costing U.S. companies $40 billion annually, and families, co-workers, friends and victims... unmeasurable. Recognize warning signs and traits of difficult or potentially violent employees, understand possible catalysts and legal considerations, learn how to diffuse potential violence, assemble crisis team, develop procedures and policies, deal with trauma. Learn how to talk with a potentially violent employee... what to do, what not to do.