+-----------------------------------------------------------------------+
| **Strategic Initiatives Consulting Group, LLC**\                      |
| 8 Doe's Lane                                                          |
|                                                                       |
| Greenville, Delaware 19807                                            |
+-----------------------------------------------------------------------+
| **Contract \# GS02F0075T**                                            |
|                                                                       |
| **Contract Period:** March 28,2007 - March 27, 20012                  |
|                                                                       |
| **Business Size:** Small business                                     |
+-----------------------------------------------------------------------+

+-----------------------------------------------------------------------+
| **Contact:** Pauline Higgins\                                         |
| **Phone:** 302-622-9610                                               |
|                                                                       |
| **Fax#:** 302-622-8640\                                               |
| E**-Mail:** <phiggins@sicgweb.com>\                                   |
| **Web Site:** [www.sicgweb.com](http://www.sicgweb.com/)              |
+-----------------------------------------------------------------------+
| ## SICG Customer Information                                          |
|                                                                       |
| Back to: [Table of Contents](#table-of-contents)                      |
|                                                                       |
| 1a. Table for Special Item Number (SIN):                              |
|                                                                       |
| > SIN 27-400 [SIN 27-400](#SIN27_400)\                                |
| > SIN 27-500 [SIN 27-500](#SIN27_500)                                 |
|                                                                       |
| 1b. Lowest Price:                                                     |
|                                                                       |
| > \$2,000 per day (according to price discount for days of continuous |
| > consulting service:                                                 |
|                                                                       |
| 2\. Maximum order: \$1,000,000                                        |
|                                                                       |
| 3\. Minimum order: \$100                                              |
|                                                                       |
| 4\. Delivery area: International - No geographical limitation         |
|                                                                       |
| 5\. Point of production: Greenville, Delaware                         |
|                                                                       |
| 6\. Discounts:                                                        |
|                                                                       |
| > 1-15 Days is a 15% discount, however the prices on page 3 are       |
| > \"NET\".                                                            |
| >                                                                     |
| > Books and materials is a 10% discount, however the prices on page 3 |
| > are "NET".                                                          |
|                                                                       |
| 7\. Quantity discounts:                                               |
|                                                                       |
| > 16 days and up are 20% off, however the prices on page 3 are        |
| > \"NET\".                                                            |
+-----------------------------------------------------------------------+
| 8\. Prompt payment terms: Net 30 Days                                 |
|                                                                       |
| 9\. Strategic Initiatives Consulting Group, LLC accepts the           |
| government purchase card and is accepted below the micro‑purchase     |
| threshold                                                             |
|                                                                       |
| 10\. Foreign items: None                                              |
|                                                                       |
| 11\. Time of delivery: Specified based on the task order              |
|                                                                       |
| 12\. FOB: Destination                                                 |
|                                                                       |
| 13\. Ordering address:                                                |
|                                                                       |
| > Strategic Initiatives Consulting Group, LLC                         |
| >                                                                     |
| > 8 Doe's Lane                                                        |
| >                                                                     |
| > Greeenville, DE 19807                                               |
|                                                                       |
| 14\. Payment address: (same as above)                                 |
|                                                                       |
| 15 - 24: Not Applicable                                               |
|                                                                       |
| 25\. Data Universal Numbering System (DUNS) number: 15-159-6975       |
|                                                                       |
|  26. Registered in Central Contractor Registration (CCR) database     |
+-----------------------------------------------------------------------+

+-----------------------------------------------------------------------+
| **Our Services:**\                                                    |
| Strategic Initiatives Consulting Group, LLC is has been providing     |
| outstanding training and consulting services for nine years. Our team |
| of consultants has held senior management positions in Fortune 500    |
| firms prior to working as external practitioners. To ensure we meet   |
| the specific needs of each organization, we maintain alliances with   |
| other high quality consulting firms that can also provide a variety   |
| of specialized programs. We choose the best consultant for the        |
| project, based on the area of expertise required for each assignment. |
|                                                                       |
| All of our courses are taught by senior consultants.  Our senior      |
| consultants are experts in their field, and have at least 10 years of |
| experience in their specialty area. In addition, they also have at    |
| least an undergraduate degree in their field, although many have      |
| graduate degrees, combined with experience directly related to the    |
| course they would be assigned to teach." We also ensure that our team |
| stays on top of trends and best practices in training. They are       |
| active members in organizations such as the American Society for      |
| Training and Development (ASTD) and other groups. We strive to create |
| a culture of continuous learning and improvement in our skills and    |
| delivery capabilities.                                                |
|                                                                       |
| We have experience with a wide variety of clients, including private  |
| sector, non-profit, State government, Federal government and          |
| International assignments.                                            |
+-----------------------------------------------------------------------+
| ## Table of Contents                                                  |
|                                                                       |
| +---------------+-----------------------------------------+------+    |
| | **Link**      | **Topic**                               | **   |    |
| |               |                                         | Page |    |
| |               |                                         | \#** |    |
| +---------------+-----------------------------------------+------+    |
| | [SICG         | **Customer Information**                | 1    |    |
| | Customer      |                                         |      |    |
| | I             |                                         |      |    |
| | nformation](# |                                         |      |    |
| | sicg-customer |                                         |      |    |
| | -information) |                                         |      |    |
| +---------------+-----------------------------------------+------+    |
| | [SICG         | **Pricing**                             | 3    |    |
| | Pricing](#    |                                         |      |    |
| | sicg-pricing) |                                         |      |    |
| +---------------+-----------------------------------------+------+    |
| | [SIN          | **Instructor Led Training\              | 5    |    |
| | 27-400        | Course Development & Test               |      |    |
| | ](#SIN27_400) | Administration\                         | 5    |    |
| |               | **                                      |      |    |
| | [SIN          |                                         |      |    |
| | 27-500        |                                         |      |    |
| | ](#SIN27_500) |                                         |      |    |
| +---------------+-----------------------------------------+------+    |
+-----------------------------------------------------------------------+

## SICG Pricing

Back to: [Table of Contents](#table-of-contents)

  -----------------------------------------------------------------------
  **Instructor Led Training Cost:** SIN 27-400

  -----------------------------------------------------------------------

  ---------- ------------------------------------------------------------
             **Training cost:** per day

  ---------- ------------------------------------------------------------

  ----------------- -----------------------------------------------------
                    One day class: \$2,125.00\
                    Three-day class: \$6,375.00\
                    Five-day class: \$10,625.00

  ----------------- -----------------------------------------------------

  ------ ----------------------------------------------------------------
         **Price discount for days of continuous training service:**

  ------ ----------------------------------------------------------------

  ----------------- -------------------------------- --------------------
                    **Days 1 - 15:**\                \$2,125.00\
                    **Days 16 and above:**           \$2,000.00

                    **Training Workbooks:**          \$10.89 each
  ----------------- -------------------------------- --------------------

  -----------------------------------------------------------------------
  **Course Development & Test Administration:** SIN 27-500

  -----------------------------------------------------------------------

+---+----------+--------+---------------------------------------------+
|   | **Daily  | \$2,   |                                             |
|   | rate:**\ | 125.00 |                                             |
|   | **Hourly |        |                                             |
|   | rate:**  | \$     |                                             |
|   |          | 265.62 |                                             |
+---+----------+--------+---------------------------------------------+
|   | **Price  |        |                                             |
|   | discount |        |                                             |
|   | for days |        |                                             |
|   | of       |        |                                             |
|   | co       |        |                                             |
|   | ntinuous |        |                                             |
|   | dev      |        |                                             |
|   | elopment |        |                                             |
|   | & test   |        |                                             |
|   | admini   |        |                                             |
|   | stration |        |                                             |
|   | se       |        |                                             |
|   | rvice:** |        |                                             |
+---+----------+--------+---------------------------------------------+

  -------------- ---------------- ----------------------------------------------
                 **Days 1 -       \$2,125.00\
                 15:**\           \$2,000.00
                 **Days 16 and    
                 above:**         

                 **Training       \$10.89 each
                 Workbooks:**     

  Training                        
  Workbooks will                  
  provide                         
  participants                    
  with the skill                  
  information                     
  covered in                      
  each class. In                  
  addition, SICG                  
  will provide                    
  supporting                      
  instructor                      
  materials in                    
  accordance                      
  with the                        
  specific                        
  contract                        
  awarded.                        
  -------------- ---------------- ----------------------------------------------

**SIN 27-**[]{#SIN27_500 .anchor}**500**

Back to: [Table of Contents](#table-of-contents)

**Course Development; Test Administration**

SICG will custom design courses and administer tests based on the unique
needs of your organization. Our Training and Organizational Development
professionals with over 20 years of design and delivery experience will
create a high quality course based on your specifications,

We have the ability to customize each program based on your
organization\'s objectives, organizational culture, and specific
training objectives. Our courses are highly interactive and provide a
variety of methods to reinforce the learning objectives. The delivery
methods utilized include the following:

-   Structured experiences

-   Case studies

-   Simulations

-   Questionnaires

-   Role-playing

-   Videos

-   Group discussion

-   Games

**SIN 27-**[]{#SIN27_400 .anchor}**400**

Back to: [Table of Contents](#table-of-contents)

**Instructor Led Training**

We have a large selection of training programs to choose from which have
proven to be successful at many corporations. Our programs have been
created by professionals with over 20 years of design and delivery
experience.

We also have the ability to customize each program based on your
organization\'s objectives, organizational culture, or specific training
objectives. Our courses are highly interactive and provide a variety of
methods to reinforce the learning objectives. A description of our
standard courses is provided below.

Delivery methods include:

-   Structured experiences

-   Case studies

-   Simulations

-   Questionnaires

-   Role-playing

-   Videos

-   Group discussion

-   Games

**Course Listing Directory (**links**)**

> **Communication Skills**
>
> [Active Listening](#active-listening)
>
> [Assertion Skills](#assertion-skills)
>
> [Communication Skills](#communication-skills-1)
>
> [Conflict Management](#conflict-management)
>
> [Influence and Negotiation Skills](#influence-and-negotiation-skills)
>
> [Intergenerational Communication](#intergenerational-communication)
>
> **Professional Skills**
>
> [Appreciating Diversity](#appreciating-diversity)
>
> [Building a Business Case](#building-a-business-case)
>
> [Building Resilience to Change](#building-resilience-to-change)
>
> [Career Management](#career-management)
>
> [Creating a High Performance Culture -- For
> Employees](#creating-a-high-performance-culture-for-employees)
>
> [Customer Service Skills](#customer-service-skills)
>
> [The Dynamics of Self-Motivation](#the-dynamics-of-self-motivation)
>
> [Effective Teams](#effective-teams)
>
> [Meeting Management](#meeting-management)
>
> [Myers-Briggs Personality Type at
> Work](#myers-briggs-personality-type-at-work)
>
> [Organizational Development](#organizational-development)
>
> [Presentation Skills](#presentation-skills)
>
> [Problem Solving and Decision
> Making](#problem-solving-and-decision-making)
>
> [Project Management](#project-management)
>
> [Stress Management](#stress-management)
>
> [Team Development](#team-development)
>
> [Teams and the Individual](#teams-and-the-individual)
>
> [Time Management](#time-management)
>
> [Train the Trainer -- Design Skills](#train-the-trainer-design-skills)
>
> [Train the Trainer Delivery
> Skills](#train-the-trainer-delivery-skills)
>
> **Management Skills**
>
> [Behavioral Interviewing](#behavioral-interviewing)
>
> [Breakthrough Performance](#breakthrough-performance)
>
> [Building Your Organization](#building-your-organization)
>
> [Coaching and Counseling](#coaching-and-counseling)
>
> [Consulting Skills](#consulting-skills)
>
> [Creating a High Performance Culture -- For
> Managers](#creating-a-high-performance-culture-for-managers)
>
> [Delegating Effectively](#delegating-effectively)
>
> [Developing People](#developing-people)
>
> [Introduction to Supervision](#introduction-to-supervision)
>
> [Leadership Styles](#leadership-styles)
>
> [Managing within the Law](#managing-within-the-law)
>
> [Management Skills](#management-skills-1)
>
> [Managing Change](#managing-change)
>
> [Performance Management](#performance-management)
>
> [Strategic Leadership](#strategic-leadership)

**Course Listing Descriptions**

+-----------------------------------------------------------------------+
| # Communication Skills                                                |
+-----------------------------------------------------------------------+
| ## Active Listening                                                   |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course focuses on five listening skills that  |
| are used in professional and personal situations. These skills are    |
| fundamental to all communication and management skills. Significant   |
| class time involves individual and group practice.                    |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify when to use the listening skills in a business           |
|     situation.                                                        |
+-----------------------------------------------------------------------+
| -   Identify the major barriers to effective communication.           |
+-----------------------------------------------------------------------+
| -   Demonstrate the five active listening skills in a variety of      |
|     circumstances.                                                    |
+-----------------------------------------------------------------------+
| -   Give and receive feedback constructively.                         |
+-----------------------------------------------------------------------+
| ##                                                                    |
+-----------------------------------------------------------------------+
| ## Assertion Skills                                                   |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course focuses on four assertion techniques   |
| with considerable time spent on practice.                             |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Demonstrate the four assertion techniques.                        |
+-----------------------------------------------------------------------+
| -   Describe what assertion is and when it is appropriate to use      |
|     assertion skills.                                                 |
+-----------------------------------------------------------------------+
| -   Practice skills using job-related role-play situations.           |
+-----------------------------------------------------------------------+
| ###                                                                   |
+-----------------------------------------------------------------------+
| ## Communication Skills                                               |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This is a condensed course covering aspects of     |
| assertion and active listening skills that are used in professional   |
| and personal situations. Significant class time involves individual   |
| and group practice.                                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Understand the communication process.                             |
+-----------------------------------------------------------------------+
| -   Identify when to use listening skills during situations on the    |
|     job.                                                              |
+-----------------------------------------------------------------------+
| -   Identify the major barriers to effective communication.           |
+-----------------------------------------------------------------------+
| -   Demonstrate active listening skills in a variety of               |
|     circumstances.                                                    |
+-----------------------------------------------------------------------+
| -   Give and receive feedback constructively.                         |
+-----------------------------------------------------------------------+
| -   Describe what assertion is and when it is appropriate to use      |
|     these skills.                                                     |
+-----------------------------------------------------------------------+
| -   Demonstrate the four assertion techniques.                        |
+-----------------------------------------------------------------------+
| ##                                                                    |
+-----------------------------------------------------------------------+
| ## Conflict Management                                                |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This workshop focuses on how to constructively     |
| deal with interpersonal differences while maintaining the quality of  |
| the relationship.                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Practice skills in:                                               |
+-----------------------------------------------------------------------+
| -   Active Listening                                                  |
+-----------------------------------------------------------------------+
| -   Supportive Behavior and Confrontation                             |
+-----------------------------------------------------------------------+
| -   Assertion                                                         |
+-----------------------------------------------------------------------+
| -   Conflict Resolution                                               |
+-----------------------------------------------------------------------+
| -   Diagnose and identify core differences.                           |
+-----------------------------------------------------------------------+
| -   Create win/win alternatives and apply an interpersonal            |
|     problem-solving process.                                          |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Influence and Negotiation Skills                                   |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This two-day program is designed to assist         |
| participants in recognizing the nature of negotiation, and to         |
| appreciate its potential as an effective and practical management     |
| tool. Through active participation, individuals will have the         |
| opportunity to practice and enhance their negotiation skills.         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Examine the elements of successful negotiation, including         |
|     planning, listening, questioning, and style identification.       |
+-----------------------------------------------------------------------+
| -   Identify their negotiating style and developmental areas.         |
+-----------------------------------------------------------------------+
| -   Prepare a plan for an upcoming negotiation.                       |
+-----------------------------------------------------------------------+
| -   Receive feedback on their negotiation skills.                     |
+-----------------------------------------------------------------------+
| ## Intergenerational Communication                                    |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Participants explore aspects of communication      |
| among generational groups. This highly interactive class allows them  |
| to better understand the differences between the generations and to   |
| develop and understanding rather than misinterpreting intentions.     |
| Participants will also have the opportunity to experience             |
| communication between generations and practice skills.                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Differentiate between the generations.                            |
+-----------------------------------------------------------------------+
| -   Identify differences in value systems that can cause conflict     |
|     among the generations.                                            |
+-----------------------------------------------------------------------+
| -   Identify features of the organizational culture.                  |
+-----------------------------------------------------------------------+
| -   Identify how personal value systems affect organizations.         |
+-----------------------------------------------------------------------+
| -   Develop strategies to communicate more effectively with people of |
|     various ages.                                                     |
+-----------------------------------------------------------------------+

# 

+-----------------------------------------------------------------------+
| # Professional Skills                                                 |
+-----------------------------------------------------------------------+
| ## Appreciating Diversity                                             |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: The course focuses on the full range of diversity  |
| among people. It is designed to allow people to gain greater self     |
| awareness of their own perceptions and appreciate the difference in   |
| others. Techniques are practiced to expose and resolve diversity      |
| issues that impact work situations.                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Discuss diversity using several different models.                 |
+-----------------------------------------------------------------------+
| -   Identify specific diversity issues with their team and ways to    |
|     address them.                                                     |
+-----------------------------------------------------------------------+
| -   Use team development processes and techniques to address team     |
|     diversity needs.                                                  |
+-----------------------------------------------------------------------+
| -   Apply process and techniques to:                                  |
+-----------------------------------------------------------------------+
| -   Create guidelines for team membership behavior                    |
+-----------------------------------------------------------------------+
| -   Generate team feedback on their team\'s performance               |
+-----------------------------------------------------------------------+
| ##                                                                    |
+-----------------------------------------------------------------------+
| ## Building a Business Case                                           |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course is designed to help participants       |
| understand the role of a business case and how it can be used as a    |
| vital tool to develop a solid plan of action and to build support and |
| commitment for strategies within the organization. This is a highly   |
| interactive course and will allow participants to apply the           |
| principles to sample situations or existing projects. Participants    |
| are encouraged to come to class with projects they would like to      |
| analyze.                                                              |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Practice techniques for analyzing the forces that surround a      |
|     business challenge.                                               |
+-----------------------------------------------------------------------+
| -   Present the rationale for a recommendation and explain how to     |
|     limit risk while increasing chances for success.                  |
+-----------------------------------------------------------------------+
| -   Develop a framework of a business case that meets organizational  |
|     needs.                                                            |
+-----------------------------------------------------------------------+
| -   Present a business case for feedback.                             |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Building Resilience to Change                                      |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Resilience is the ability to positively absorb and |
| respond appropriately to high levels of change, whether personal or   |
| professional. By exploring individuals' responses to change, this     |
| course will enable employees to more effectively deal with and thrive |
| through change.                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify and openly discuss changes that have impacted the        |
|     organization.                                                     |
+-----------------------------------------------------------------------+
| -   Understand the dynamics of change, and the impact on              |
|     organizations and people.                                         |
+-----------------------------------------------------------------------+
| -   Explore how change has affected you, and possible next steps.     |
+-----------------------------------------------------------------------+
| -   Understand your comfort level with change and how to go beyond    |
|     it.                                                               |
+-----------------------------------------------------------------------+
| -   Utilize tools to deal with change creatively and effectively.     |
+-----------------------------------------------------------------------+
| -   Recognize when current methods or behaviors no longer meet        |
|     changing requirements.                                            |
+-----------------------------------------------------------------------+
| -   Proactively differentiate between threats and opportunities in    |
|     the organizational environment.                                   |
+-----------------------------------------------------------------------+
| ##                                                                    |
+-----------------------------------------------------------------------+
| ## Career Management                                                  |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course teaches concepts and techniques to     |
| manage your own career and develop skills over time. Participants     |
| will have the opportunity to explore their own unique skills,         |
| abilities and traits that add value to the organization and determine |
| what would satisfy their aspirations for the future. The baseline     |
| skills for effectively orchestrating your career over time is also    |
| introduced, with practice, in this course.                            |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Determine your goals and how to reach them.                       |
+-----------------------------------------------------------------------+
| -   Identify the skills you wish to develop.                          |
+-----------------------------------------------------------------------+
| -   Create a plan for development.                                    |
+-----------------------------------------------------------------------+
| -   Effectively give and receive feedback for your development and    |
|     feedback on the job.                                              |
+-----------------------------------------------------------------------+
| -   Understand your personality type and determine your personal      |
|     development goals for the future.                                 |
+-----------------------------------------------------------------------+
| -   Identify action steps for development.                            |
+-----------------------------------------------------------------------+
| ## Creating a High Performance Culture -- For Employees               |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course is similar to our *Creating a High     |
| Performance Culture -- For Managers* course but is tailored to        |
| employees. Participants will explore the demand for high performance  |
| and how to create a culture of high performance. Employees will focus |
| on understanding their role in creating the high performance culture  |
| and how to manage their careers.                                      |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Define and understand the competencies required to adapt in a     |
|     changing organization.                                            |
+-----------------------------------------------------------------------+
| -   Understand the elements of a high performance culture and how to  |
|     create a sustainable one.                                         |
+-----------------------------------------------------------------------+
| -   Understand and adapt to changes taking place in the organization  |
|     and the positive aspects that they bring.                         |
+-----------------------------------------------------------------------+
| -   Understand their role in this new changing environment and the    |
|     new expectations.                                                 |
+-----------------------------------------------------------------------+
| -   Meet new challenges in the workplace and successfully meet or     |
|     exceed changing expectations.                                     |
+-----------------------------------------------------------------------+
| -   Define what a fulfilling career would be from their individual    |
|     perspective.                                                      |
+-----------------------------------------------------------------------+
| -   Take an active role in managing their careers in a changing       |
|     environment.                                                      |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Customer Service Skills                                            |
+-----------------------------------------------------------------------+
| Audience: All employees in an internal or external customer service   |
| position                                                              |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Using various techniques, participants will have   |
| the ability to understand and practice the skills associated with     |
| excellent customer service.                                           |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify the importance of customer service.                      |
+-----------------------------------------------------------------------+
| -   Develop a personal and group customer service standard.           |
+-----------------------------------------------------------------------+
| -   Conduct a self-audit of your current performance against the      |
|     standard.                                                         |
+-----------------------------------------------------------------------+
| -   Describe and practice outstanding service                         |
+-----------------------------------------------------------------------+
| -   Describe and practice methods for dealing with difficult service  |
|     situations                                                        |
+-----------------------------------------------------------------------+
| -   Deal with difficult customers.                                    |
+-----------------------------------------------------------------------+
| -   Define serving beyond expectations.                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## The Dynamics of Self-Motivation                                    |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: Half day                                                    |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: During this interactive course, the facilitator    |
| will guide the group to understand the role we all play in achieving  |
| excellence based on these and other principles:                       |
+-----------------------------------------------------------------------+
| -   whether we believe we can achieve excellence in what we do        |
+-----------------------------------------------------------------------+
| -   how we handle obstacles and change                                |
+-----------------------------------------------------------------------+
| -   our personal viewpoints of the work and the contributions of      |
|     others                                                            |
+-----------------------------------------------------------------------+
| -   the level of personal effort                                      |
+-----------------------------------------------------------------------+
| -   our ability to take a critical look at our actions                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Understand the dynamics of self-esteem and motivation             |
+-----------------------------------------------------------------------+
| -   Understand the impact of change on individuals                    |
+-----------------------------------------------------------------------+
| -   Assess their own behavioral qualities                             |
+-----------------------------------------------------------------------+
| -   Make personal commitments to enhance their current efforts        |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Effective Teams                                                    |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course provides the skills necessary to       |
| interact with teams in various contexts. The participants will have   |
| the opportunity to apply an understanding of team development and     |
| group dynamics. They will also gain an appreciation for the roles     |
| that people play unknowingly in teams that help and/or hinder the     |
| group's progress. Activities allow the participants to experience     |
| group dynamics in several contexts: conducting effective meetings,    |
| problem solving, decision making, and consensus building.             |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify the stages of team development.                          |
+-----------------------------------------------------------------------+
| -   Take actions to assist teams in each stage of development.        |
+-----------------------------------------------------------------------+
| -   Maximize the usefulness of conflict in producing positive group   |
|     outcomes.                                                         |
+-----------------------------------------------------------------------+
| -   Define consensus and how to reach it.                             |
+-----------------------------------------------------------------------+
| -   Develop relationships with internal and external organizations    |
|     that will produce mutually beneficial results.                    |
+-----------------------------------------------------------------------+
| -   Determine when it is (and is not) appropriate to assign work to a |
|     team.                                                             |
+-----------------------------------------------------------------------+
| -   Define and describe the characteristics of effective teams.       |
+-----------------------------------------------------------------------+
| -   Identify strategies and techniques for effective meetings.        |
+-----------------------------------------------------------------------+
| -   Plan, develop, and conduct meetings with small groups that are    |
|     efficient, organized and result in action plans.                  |
+-----------------------------------------------------------------------+
| -   Develop shared expectations with a diverse group of people.       |
+-----------------------------------------------------------------------+
| -   Obtain cooperation from individuals or groups, especially when    |
|     there are diverse view points and competing interests.            |
+-----------------------------------------------------------------------+
| ##                                                                    |
+-----------------------------------------------------------------------+
| ## Meeting Management                                                 |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This \"how to\" course provides participants with  |
| tools to conduct any meeting. The primary focus is conducting         |
| problem-solving meetings, which are the most difficult kind of        |
| meetings.                                                             |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Assess their meeting management strengths.                        |
+-----------------------------------------------------------------------+
| -   Identify the elements required for an effective meeting.          |
+-----------------------------------------------------------------------+
| -   Determine what meetings are necessary and which can be            |
|     eliminated.                                                       |
+-----------------------------------------------------------------------+
| -   Determine the appropriate type of meeting to hold.                |
+-----------------------------------------------------------------------+
| -   Identify the role of the leader in each kind of meeting.          |
+-----------------------------------------------------------------------+
| -   Describe how to handle difficult people in meetings.              |
+-----------------------------------------------------------------------+
| -   Identify several methods to evaluate their meetings.              |
+-----------------------------------------------------------------------+
| -   Select one-to-two techniques to improve meeting productivity.     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Myers-Briggs Personality Type at Work                              |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This program is designed to assist participants to |
| understand their own personality type and how it affects them in a    |
| team environment where other types are equally as valuable.           |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Examine their own personality type and understand how their own   |
|     preferences affect their behavior.                                |
+-----------------------------------------------------------------------+
| -   Understand other personality types and the benefits to having     |
|     diversity of thought in teams.                                    |
+-----------------------------------------------------------------------+
| -   Receive feedback on their personality type and how it affects     |
|     others.                                                           |
+-----------------------------------------------------------------------+
| -   Develop an action plan to develop personality type traits each    |
|     individual would like to enhance.                                 |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Organizational Development                                         |
+-----------------------------------------------------------------------+
| Audience: Mid to Senior Level Managers                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Using case studies, this course enables            |
| individuals to apply Organizational Development (OD) concepts and     |
| tools introduced in the class to resolve organizational issues.       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Describe several current OD models.                               |
+-----------------------------------------------------------------------+
| -   Identify the issues that must be considered in analyzing an       |
|     organization.                                                     |
+-----------------------------------------------------------------------+
| -   Apply each of the models to explain current organizational        |
|     issues.                                                           |
+-----------------------------------------------------------------------+
| -   Analyze their own department using one of the models.             |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ##  Presentation Skills                                               |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Participants are trained in modern techniques for  |
| spontaneous and planned speaking. They practice job related           |
| presentations through role play, and receive private coaching to      |
| increase their confidence level. Practice presentations are video     |
| taped and analyzed to give individualized feedback.                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Profile the situation in which they will make a presentation      |
|     using the guidelines in the workbook.                             |
+-----------------------------------------------------------------------+
| -   Identify where they need to improve their presenting skills.      |
+-----------------------------------------------------------------------+
| -   See improvement in their presentation skills from the first to    |
|     second video given a minimum of two presentations (video taped).  |
+-----------------------------------------------------------------------+
| -   Describe the most important elements of a presentation.           |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Problem Solving and Decision Making                                |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course allows participants to experience      |
| problem solving and decision-making by working through each stage of  |
| the problem solving process. Techniques will be introduced to enable  |
| them to identify solutions to a problem and decide which solution to  |
| apply.                                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify the steps to follow when solving a problem.              |
+-----------------------------------------------------------------------+
| -   Use at least two problem solving techniques when solving a        |
|     problem.                                                          |
+-----------------------------------------------------------------------+
| -   Use at least two decision-making techniques when solving a        |
|     problem.                                                          |
+-----------------------------------------------------------------------+
| -   Apply the overall process to an issue.                            |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Project Management                                                 |
+-----------------------------------------------------------------------+
| Audience: All employees with project management responsibilities      |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This class explains the project life cycle and     |
| techniques to plan and manage projects. Participants are encouraged   |
| to bring a current project to class, which will be used to learn how  |
| to use several project management tools.                              |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Explain the project life cycle.                                   |
+-----------------------------------------------------------------------+
| -   Define the role of a project manager.                             |
+-----------------------------------------------------------------------+
| -   Write a sample work breakdown.                                    |
+-----------------------------------------------------------------------+
| -   Write a project strategy.                                         |
+-----------------------------------------------------------------------+
| -   Write specifications.                                             |
+-----------------------------------------------------------------------+
| -   Write a project plan.                                             |
+-----------------------------------------------------------------------+
| -   Calculate early/late start times.                                 |
+-----------------------------------------------------------------------+
| -   Use appropriate monitoring tools.                                 |
+-----------------------------------------------------------------------+
| -   Determine if project management software is appropriate for each  |
|     project.                                                          |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Stress Management                                                  |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course enables participants to define what    |
| stress is, the sources of stress and techniques for dealing with      |
| stress effectively.                                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Reduce stress in the workplace.                                   |
+-----------------------------------------------------------------------+
| -   Distinguish between good stress and distress.                     |
+-----------------------------------------------------------------------+
| -   Identify individual stress levels.                                |
+-----------------------------------------------------------------------+
| -   Practice selected stress reducers.                                |
+-----------------------------------------------------------------------+
| -   Develop an action plan for themselves to reduce stress.           |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Team Development                                                   |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Participants experience the four stages of group   |
| development through a series of structured experiences. Techniques to |
| influence member and group behavior at each stage are demonstrated    |
| and practiced.                                                        |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify four stages of team development.                         |
+-----------------------------------------------------------------------+
| -   Identify characteristics of a well functioning team member.       |
+-----------------------------------------------------------------------+
| -   Identify how their behavior helps or hinders a team.              |
+-----------------------------------------------------------------------+
| -   Identify how to make their team(s) more effective.                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Teams and the Individual                                           |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course can be facilitated to a general        |
| audience. However, it is particularly valuable to intact teams who    |
| would like to explore the current group dynamics and how it is        |
| affecting the individual and the team.                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Understand the stages of team development.                        |
+-----------------------------------------------------------------------+
| -   Assess where the team is today and share perceptions.             |
+-----------------------------------------------------------------------+
| -   Understand personality type and the unique style of each team     |
|     member.                                                           |
+-----------------------------------------------------------------------+
| -   Create action steps to enhance team functioning.                  |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Time Management                                                    |
+-----------------------------------------------------------------------+
| Audience: All employees                                               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course is designed to assist participants to  |
| better understand their current behaviors and gain self-awareness     |
| regarding the changes that need to take place to manage time more     |
| effectively. Participants will learn proven techniques to more        |
| successfully organize and utilize their time.                         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify the ten common time wasters.                             |
+-----------------------------------------------------------------------+
| -   Identify how to control interruptions.                            |
+-----------------------------------------------------------------------+
| -   Identify five ways to reduce wasted time in meetings.             |
+-----------------------------------------------------------------------+
| -   Use the 80/20 rule in prioritizing work to be done.               |
+-----------------------------------------------------------------------+
| -   Create an action plan to maximize personal time usage.            |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Train the Trainer -- Design Skills                                 |
+-----------------------------------------------------------------------+
| Audience: All employees with training design responsibilities         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: Five days                                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course outlines the training design process   |
| from assessing the needs through creating course materials.           |
| Participants create portions of a training module and present their   |
| design for the class to critique. Various design options are          |
| demonstrated for participant experimentation.                         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Conduct a needs assessment.                                       |
+-----------------------------------------------------------------------+
| -   Do a task analysis.                                               |
+-----------------------------------------------------------------------+
| -   Write performance objectives.                                     |
+-----------------------------------------------------------------------+
| -   Develop a lesson plan.                                            |
+-----------------------------------------------------------------------+
| -   Create classroom materials.                                       |
+-----------------------------------------------------------------------+
| -   Create a method to evaluate learning.                             |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Train the Trainer Delivery Skills                                  |
+-----------------------------------------------------------------------+
| Audience: All employees with training delivery responsibilities       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: Five days                                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course focuses on skills and techniques to    |
| develop or improve existing training delivery skills. Through a       |
| series of demonstrations, exercises and video taped practice          |
| sessions, participants receive feedback on their training delivery    |
| skills and recommendations on how to improve.                         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Start a class.                                                    |
+-----------------------------------------------------------------------+
| -   Create several \"experiential\" training exercises to generate or |
|     reinforce learning.                                               |
+-----------------------------------------------------------------------+
| -   Describe adult learning theory.                                   |
+-----------------------------------------------------------------------+
| -   Influence classroom dynamics through various room arrangements.   |
+-----------------------------------------------------------------------+
| -   Demonstrate several techniques for handling disruptive            |
|     participants.                                                     |
+-----------------------------------------------------------------------+
| -   Select visual material appropriately.                             |
+-----------------------------------------------------------------------+
| -   Select from several techniques, methods to motivate participants. |
+-----------------------------------------------------------------------+

# 

+-----------------------------------------------------------------------+
| # Management Skills                                                   |
+-----------------------------------------------------------------------+
| ## Behavioral Interviewing                                            |
+-----------------------------------------------------------------------+
| Audience: All levels of management and individuals whose functional   |
| responsibilities include the initial screening, interviewing and/or   |
| final selection of employees                                          |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course presents a systematic approach to      |
| planning and conducting interviews, evaluating job applicants and     |
| making more effective selection decisions.                            |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Determine what interviewing behaviors support Equal Employment    |
|     Opportunity.                                                      |
+-----------------------------------------------------------------------+
| -   Identify the competencies of any job.                             |
+-----------------------------------------------------------------------+
| -   Practice defining competencies for current positions.             |
+-----------------------------------------------------------------------+
| -   Identify the different kinds of questions used in interviewing    |
|     and when to use them.                                             |
+-----------------------------------------------------------------------+
| -   Write behavioral interview questions that will determine whether  |
|     the candidate possesses the competencies for the position.        |
+-----------------------------------------------------------------------+
| -   Describe the interview process.                                   |
+-----------------------------------------------------------------------+
| -   Conduct a behavioral interview.                                   |
+-----------------------------------------------------------------------+
| -   Describe how to evaluate candidates.                              |
+-----------------------------------------------------------------------+
| -   Conduct reference checks.                                         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Breakthrough Performance                                           |
+-----------------------------------------------------------------------+
| Audience: All levels of management and individuals whose functional   |
| responsibilities include leading teams or individuals within the      |
| organization toward higher level performance.                         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course introduces the concept of breakthrough |
| performance -- continually looking for new and better ways to do      |
| existing tasks, while searching for new opportunities.                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Speed up decisions and processes within your department or        |
|     organization.                                                     |
+-----------------------------------------------------------------------+
| -   Provide management with the tools necessary to:                   |
+-----------------------------------------------------------------------+
| -   Identify opportunities to affect Breakthrough Performance.        |
+-----------------------------------------------------------------------+
| -   Implement changes to the status quo.                              |
+-----------------------------------------------------------------------+
| -   Stimulate their thinking related to the need for Breakthrough     |
|     Performance.                                                      |
+-----------------------------------------------------------------------+
| -   Identify opportunities for Breakthrough Performance.              |
+-----------------------------------------------------------------------+
| -   Apply techniques for Breakthrough Performance to an existing      |
|     business issue.                                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Building Your Organization                                         |
+-----------------------------------------------------------------------+
| Audience: All Managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This program details the steps required to build   |
| an area of an organization. It is excellent for those in start-up     |
| situations and for established organizations that are considering     |
| restructuring and/or process improvements.                            |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Describe the essential components of any organization.            |
+-----------------------------------------------------------------------+
| -   Describe the difference between vision, values and mission        |
|     statements.                                                       |
+-----------------------------------------------------------------------+
| -   Write a mission statement.                                        |
+-----------------------------------------------------------------------+
| -   Write two to four strategic goals.                                |
+-----------------------------------------------------------------------+
| -   List the structures that must be in place for an organization to  |
|     succeed.                                                          |
+-----------------------------------------------------------------------+
| -   Evaluate your systems to determine adequacy.                      |
+-----------------------------------------------------------------------+
| -   Determine any action needed to improve staffing and employee      |
|     skills.                                                           |
+-----------------------------------------------------------------------+
| -   Use a leadership model to lead your group.                        |
+-----------------------------------------------------------------------+
| -   Create an action plan to improve your organization.               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Coaching and Counseling                                            |
+-----------------------------------------------------------------------+
| Audience: Any employee with coaching responsibilities                 |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course focuses on developing the skills       |
| needed to provide on-the-job performance coaching to subordinates.    |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Define the coaching effort:                                       |
+-----------------------------------------------------------------------+
| -   Concept                                                           |
+-----------------------------------------------------------------------+
| -   Application in the workplace and with the employees               |
+-----------------------------------------------------------------------+
| -   Supportive interpersonal behaviors                                |
+-----------------------------------------------------------------------+
| -   Identify benefits, obstacles and opportunities of supportive      |
|     coaching with employees.                                          |
+-----------------------------------------------------------------------+
| -   Demonstrate supportive coaching behaviors.                        |
+-----------------------------------------------------------------------+
| -   Provide increasingly effective coaching support for employees.    |
+-----------------------------------------------------------------------+
| -   Develop personal action plans for initiating on the job coaching. |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Consulting Skills                                                  |
+-----------------------------------------------------------------------+
| Audience: Any employee in a professional staff position               |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: Three days                                                  |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: By using internal clients or a case study,         |
| participants will experience the entire consulting process.           |
| Individual and group critiques are conducted at each step.            |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify the roles of a consultant.                               |
+-----------------------------------------------------------------------+
| -   Describe the steps in the consulting process.                     |
+-----------------------------------------------------------------------+
| -   Enter a client system.                                            |
+-----------------------------------------------------------------------+
| -   Demonstrate handling resistance.                                  |
+-----------------------------------------------------------------------+
| -   Create data collection instruments.                               |
+-----------------------------------------------------------------------+
| -   Analyze data using one or more Organizational Development models. |
+-----------------------------------------------------------------------+
| -   Diagnose the problem.                                             |
+-----------------------------------------------------------------------+
| -   Feedback the data to their client.                                |
+-----------------------------------------------------------------------+
| -   Receive feedback on their skills.                                 |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Creating a High Performance Culture -- For Managers                |
+-----------------------------------------------------------------------+
| Audience: All managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course is similar to our *Creating a High     |
| Performance Culture -- For Employees* course, but is tailored to      |
| participants at the management and supervisory levels. Participants   |
| will explore the demand for high performance and how to create a      |
| culture of high performance. Managers will focus on setting           |
| performance standards and managing performance of employees.          |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Define and understand the competencies required to adapt in a     |
|     changing organization---one with less resources but continued     |
|     performance expectations.                                         |
+-----------------------------------------------------------------------+
| -   Understand the elements of a high performance culture and how to  |
|     create a sustainable one.                                         |
+-----------------------------------------------------------------------+
| -   Inspire and motivate employees to meet high performance standards |
|     or to make other choices                                          |
+-----------------------------------------------------------------------+
| -   Hold employees accountable for their work and progress.           |
+-----------------------------------------------------------------------+
| -   Develop performance standards appropriately aligned with job      |
|     duties, providing ratings that provide meaningful levels of       |
|     distinction                                                       |
+-----------------------------------------------------------------------+
| -   Administer processes for identifying and dealing with poor        |
|     performers.                                                       |
+-----------------------------------------------------------------------+
| -   Develop coaching skills that are essential in guiding employees   |
|     in the right direction and in assisting them with making tough    |
|     decisions.                                                        |
+-----------------------------------------------------------------------+
| -   Apply practical examples of how to handle performance management  |
|     and motivational issues.                                          |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Delegating Effectively                                             |
+-----------------------------------------------------------------------+
| Audience: All managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Participants explore all aspects of effective      |
| delegation. This highly interactive class allows them to assess and   |
| practice skills and create developmental action plans.                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Determine when delegation is appropriate.                         |
+-----------------------------------------------------------------------+
| -   Develop and motivate employees by increasing levels of            |
|     responsibility, decision making and accountability.               |
+-----------------------------------------------------------------------+
| -   Understand the need to empower others.                            |
+-----------------------------------------------------------------------+
| -   Assess style characteristics that help or hinder the ability to   |
|     delegate.                                                         |
+-----------------------------------------------------------------------+
| -   Strengthen relationships and trust through delegation.            |
+-----------------------------------------------------------------------+
| -   Apply techniques for monitoring a delegated task.                 |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Developing People                                                  |
+-----------------------------------------------------------------------+
| Audience: All managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: The key role of management is to attain results    |
| through people. In order to be effective, this includes ongoing task  |
| management as well as employee development. We need to be experts at  |
| delivering feedback in a way that both inspires and indicates course  |
| corrections. As managers, you know this is "easier said, than done".  |
| Even if you have been managing for quite some time, there is always   |
| something new to learn or relearn about managing people.              |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| This highly interactive course will provide you with the opportunity  |
| to explore and practice the skills related to effectively coaching,   |
| counseling and developing people in the workplace. The design will    |
| provide an opportunity to assess your style, learn from others and    |
| practice the skills through the use of activities, games and          |
| discussion.                                                           |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Effectively develop and motivate employees on an ongoing basis.   |
+-----------------------------------------------------------------------+
| -   Develop skills as a mentor and exhibit patience with people as    |
|     they grow.                                                        |
+-----------------------------------------------------------------------+
| -   Understand different approaches to use to motivate and reward     |
|     employees through change efforts.                                 |
+-----------------------------------------------------------------------+
| -   Give and receive feedback constructively.                         |
+-----------------------------------------------------------------------+
| -   Understand how to effectively coach employees for greater         |
|     productivity.                                                     |
+-----------------------------------------------------------------------+
| -   Understand the impact of management style and assess their        |
|     current style.                                                    |
+-----------------------------------------------------------------------+
| -   Identify style options and the probable consequences.             |
+-----------------------------------------------------------------------+
| -   Know when counseling is required and how to conduct an effective  |
|     discussion with those with performance challenges.                |
+-----------------------------------------------------------------------+
| -   Give subordinates appropriately challenging assignments and the   |
|     opportunity to grow.                                              |
+-----------------------------------------------------------------------+
| -   Develop skills in active listening, supportive behavior and       |
|     confrontation.                                                    |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Introduction to Supervision                                        |
+-----------------------------------------------------------------------+
| Audience: All employees with new supervisory responsibilities         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Through the use of assessments and small group     |
| activities, participants focus on the role of management and the      |
| areas where they need development.                                    |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Describe how the role of manager differs from role as individual  |
|     contributor.                                                      |
+-----------------------------------------------------------------------+
| -   Identify key management functions and the skills required to      |
|     carry then out effectively.                                       |
+-----------------------------------------------------------------------+
| -   Diagnose your management strengths and weaknesses.                |
+-----------------------------------------------------------------------+
| -   Complete action plans for your skill development.                 |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Leadership Styles                                                  |
+-----------------------------------------------------------------------+
| Audience: All managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course focuses on the development and         |
| exercise of management skills with an emphasis on leadership and      |
| power. Situational leadership is used as the framework to increase    |
| the manager\'s ability to lead others toward accomplishing            |
| individual, department and company goals.                             |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Assess their current management style.                            |
+-----------------------------------------------------------------------+
| -   Identify style options and their probable consequence.            |
+-----------------------------------------------------------------------+
| -   Match a subordinate\'s skill and willingness level with an        |
|     appropriate leadership style.                                     |
+-----------------------------------------------------------------------+
| -   Name the various power bases available to employees.              |
+-----------------------------------------------------------------------+
| -   Describe the relationship between power, leadership and a         |
|     subordinate\'s motivation.                                        |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Managing within the Law                                            |
+-----------------------------------------------------------------------+
| Audience: All managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course provides guidelines and techniques to  |
| manage within Federal and State laws using instruments, lectures      |
| videos and group discussions.                                         |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify the legislative areas that impact employment.            |
+-----------------------------------------------------------------------+
| -   Name the specific laws that affect the workplace and what the law |
|     mandates.                                                         |
+-----------------------------------------------------------------------+
| -   Describe what constitutes discrimination and sexual harassment.   |
+-----------------------------------------------------------------------+
| -   Define what you may and may not ask on an interview.              |
+-----------------------------------------------------------------------+
| -   Describe how to lawfully terminate someone.                       |
+-----------------------------------------------------------------------+
| -   Describe how to handle difficult situations.                      |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Management Skills                                                  |
+-----------------------------------------------------------------------+
| Audience: New managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: Five days                                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course is a comprehensive, skill building     |
| program that prepares participants to competently perform the         |
| supervisory duties consistent with your organization\'s philosophy    |
| and U.S./State employment laws.                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Interview and select new employees.                               |
+-----------------------------------------------------------------------+
| -   Identify appropriate supervisory behavior that corresponds to EEO |
|     issues.                                                           |
+-----------------------------------------------------------------------+
| -   Set performance objectives.                                       |
+-----------------------------------------------------------------------+
| -   Conduct performance appraisals.                                   |
+-----------------------------------------------------------------------+
| -   Identify a variety of techniques for providing a motivating       |
|     environment.                                                      |
+-----------------------------------------------------------------------+
| -   Coach employees for greater productivity.                         |
+-----------------------------------------------------------------------+
| -   Conduct a discussion with poor performers.                        |
+-----------------------------------------------------------------------+
| -   Increase their awareness of cultural diversity issues.            |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Managing Change                                                    |
+-----------------------------------------------------------------------+
| Audience: All managers (can be modified for employees)                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This course introduces concepts and techniques to  |
| assess an organization's readiness for change, plan change, and       |
| implement change.                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Assess their organization to determine the need and readiness for |
|     change.                                                           |
+-----------------------------------------------------------------------+
| -   Identify the predictable dynamics of change.                      |
+-----------------------------------------------------------------------+
| -   Apply a change process model to their organization.               |
+-----------------------------------------------------------------------+
| -   List the steps in planning for change.                            |
+-----------------------------------------------------------------------+
| -   Identify the various roles in managing a change.                  |
+-----------------------------------------------------------------------+
| -   Prepare a plan to communicate the change.                         |
+-----------------------------------------------------------------------+
| -   Create a strategy to implement the change.                        |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Performance Management                                             |
+-----------------------------------------------------------------------+
| Audience: New to Mid-Level Managers                                   |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: This program provides practice in the              |
| communication skills and tools needed to effectively manage           |
| employees\' performance.                                              |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Identify their management practice strengths and weaknesses.      |
+-----------------------------------------------------------------------+
| -   Demonstrate the five *Active Listening* skills.                   |
+-----------------------------------------------------------------------+
| -   Demonstrate the four *Assertion* techniques.                      |
+-----------------------------------------------------------------------+
| -   Give and receive feedback constructively.                         |
+-----------------------------------------------------------------------+
| -   Manage performance by:                                            |
+-----------------------------------------------------------------------+
| -   Writing performance expectations.                                 |
+-----------------------------------------------------------------------+
| -   Conducting formal/informal performance discussions.               |
+-----------------------------------------------------------------------+
| -   Conducting a career discussion.                                   |
+-----------------------------------------------------------------------+
| -   Delivering an accurate compensation message.                      |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| ## Strategic Leadership                                               |
+-----------------------------------------------------------------------+
| Audience: All managers                                                |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Duration: One day                                                     |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Brief Description: Participants will explore and understand the       |
| elements of effective leadership. This highly interactive course will |
| provide each person with an opportunity to self-evaluate their        |
| current style and determine how they can more effectively attain long |
| term results through people.                                          |
+-----------------------------------------------------------------------+
|                                                                       |
+-----------------------------------------------------------------------+
| Objectives:                                                           |
+-----------------------------------------------------------------------+
| Participants will be able to:                                         |
+-----------------------------------------------------------------------+
| -   Cultivate leadership qualities.                                   |
+-----------------------------------------------------------------------+
| -   Gain perspective on the role and importance of leadership.        |
+-----------------------------------------------------------------------+
| -   Get results through people.                                       |
+-----------------------------------------------------------------------+
| -   Select an appropriate leadership approach.                        |
+-----------------------------------------------------------------------+
| -   Evaluate your strengths and development areas.                    |
+-----------------------------------------------------------------------+
| -   Understand how leadership affects teamwork.                       |
+-----------------------------------------------------------------------+
| -   Understand the factors that lead to long term effectiveness in a  |
|     work environment.                                                 |
+-----------------------------------------------------------------------+

Below is a Key Word Bank of additional terms that help to describe the
types of services that SICG provides:

diversity, growth, ,segment, preferred, east, west, north, south,
discount, volume, achievement, new design, revenue, \"new business
development\", re-organization, centralized, de-centralized, private
sector, public sector, redesign, downsize, execute, \"best price\",
\"most experienced\", experienced, standards, \"bench mark\",
credentials, highest, best, top, great, greatest, awarded, award,
region, regions, district, nationwide, manage, diverse, creative,
dynamic, integrity, unique, profits, cooperative, expand, expertise,
woman, women\'s, \"women owned business\", \"small business\", customer,
\"focus group\", growth, value, \"Best Value\", lowest, experience,
overseas, International, holistic, wide range, personnel, people,
associates, employee\'s, tactics, talent, technology, teach, advise,
world, education, conference, industry, state, American, service,
support, association, employment, list, system, speak, speaker, present,
guidelines, requirement, source, research, Washington, information,
consumer, government, department, specialty, engagement, conversion,
requirements, methods, data, conversion, core competencies, purpose,
program, trends, perspectives, professional, survey, labor, grassroots,
commission, assistance, compensation, work, design, performance
management, international