Training & Facilitation Outlines Catalog

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Table of Contents
PART I: THE PROFESSIONAL SERIES ................................................................................................................ 6
Influential Leadership .......................................................................................................................................... 6
Performance Planning ........................................................................................................................................ 7
FLEX Your Communication Style / Effective Delegation ...................................................................................... 9Team Building................................................................................................................................................... 11
Effective Motivation Techniques & One Minute Management ............................................................................ 12
Managing Conflict ............................................................................................................................................. 14
Running Effective Meetings – C.A.N.V.A.S........................................................................................................ 15
Creative Problem Solving – E.I.N.S.T.E.I.N. ...................................................................................................... 17
Change Management & Motivation ................................................................................................................... 19
Learning Objectives .......................................................................................................................................... 19Power Public Speaking and Great Presentations 1 ........................................................................................ 20
Power Public Speaking and Great Presentations 2 ........................................................................................ 21
Business Writing that Works .......................................................................................................................... 22
PART II: SOFT SKILLS ........................................................................................................................................ 23
Advanced Writing Skills .................................................................................................................................... 23
Anger Management - Understanding Anger ...................................................................................................... 24
Effective Time Management ............................................................................................................................. 28
Budgets And Managing Money ......................................................................................................................... 30
Building Better Teams....................................................................................................................................... 32
Change And How To Deal With It...................................................................................................................... 34
Change Management For Employees ............................................................................................................... 35
Change Management For Managers ................................................................................................................. 36
Communicating Across Cultures ....................................................................................................................... 36
Communication Strategies ................................................................................................................................ 38
Conducting Effective Performance Reviews ...................................................................................................... 40
Creative Problem Solving – E.I.N.S.T.E.I.N. ...................................................................................................... 44
Conflict Resolution - Dealing With Difficult People ............................................................................................. 45
Customer Service Skills .................................................................................................................................... 47
Customer Service Training - Critical Elements of Customer Service .................................................................. 48
Customer Service Training - Managing Customer Service ................................................................................. 49
Delegation - The Art Of Delegating Effectively................................................................................................... 50
Emotional Intelligence for Managers ................................................................................................................. 51
Effective Presentations ..................................................................................................................................... 52

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Excellence in Technical Customer Service ........................................................................................................ 53
Facilitation & Presentation Skills ....................................................................................................................... 54
Facilitation: Becoming A Great Trainer .............................................................................................................. 55
Grammar Essentials ......................................................................................................................................... 57
Hiring Smart - Behavioral Interviewing Techniques........................................................................................... 59
Human Resources Training: HR For The Non HR Manager .............................................................................. 61
Inventory Management The Nuts & Bolts Of Inventory And Warehouse Management ....................................... 63
Leadership Training - Becoming Leadership Material ........................................................................................ 65
Management Skills For The Administrative Assistant ........................................................................................ 68
Managing Conflict ............................................................................................................................................. 70
Managing Innovation And Creativity .................................................................................................................. 70
Marketing And Sales ......................................................................................................................................... 72
Motivating Training - Motivating Your Workforce ............................................................................................... 73
Motivating Your Employees .............................................................................................................................. 75
Negotiating For Results .................................................................................................................................... 76
Negotiating Skills .............................................................................................................................................. 79
Orientation Handbook - Getting Employees Off To A Good Start ....................................................................... 81
Performance Management................................................................................................................................ 81
Performance Management - Managing Employee Performance ........................................................................ 83
Practical Leadership ......................................................................................................................................... 85
Problem Solving & Decision Making.................................................................................................................. 87
Project Management Training - Understanding Project Management................................................................. 89
Public Speaking: Tools for Confident Communication ....................................................................................... 92
Running Effective Meetings: The C.A.N.V.A.S. Model ....................................................................................... 94
Sales - Prospecting For Leads Like A Pro ......................................................................................................... 96
Sales Training- Selling Smarter......................................................................................................................... 97
Speakeasy........................................................................................................................................................ 99
Strategic Planning Skills ................................................................................................................................. 100
Successful Business Writing ........................................................................................................................... 102
Supervisor Training - The ABC’s Of Supervising Others .................................................................................. 103
Team Building - Developing High Performance Teams.................................................................................... 105
Telemarketing - Using The Telephone As A Sales Tool ................................................................................... 107
The Minute Taker’s Workshop ........................................................................................................................ 108
The Professional Supervisor ........................................................................................................................... 110
Time Management - Get Organized For Peak Performance ............................................................................ 112
Train The Trainer - The Practical Trainer......................................................................................................... 114
Writing Reports And Proposals ....................................................................................................................... 115
PART III: ADVANCED MANAGEMENT & LEADERSHIP TOPICS ...................................................................... 117

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PART IV: HARD SKILLS .................................................................................................................................... 118
2007 New Features For IT Professionals, Advanced Users, & Trainers ........................................................... 118
Adobe InDesign .............................................................................................................................................. 118
Microsoft Access Level I ................................................................................................................................. 119
Microsoft Access Level II ................................................................................................................................ 121
Microsoft Access Level III ............................................................................................................................... 123
Microsoft Access – 2007 New Features .......................................................................................................... 124
Microsoft Advanced ........................................................................................................................................ 124
Microsoft Excel Level I .................................................................................................................................... 126
Microsoft Excel Level II ................................................................................................................................... 128
Microsoft Excel Level III .................................................................................................................................. 130
Excel Level IV................................................................................................................................................. 132
Microsoft Excel – 2007 New Features ............................................................................................................. 133
Excel – 2007 Level I ....................................................................................................................................... 134
Excel – 2007 Level II ...................................................................................................................................... 136
Microsoft Excel – 2007 Level III ...................................................................................................................... 138
Microsoft Outlook Level I................................................................................................................................. 140
Microsoft Outlook Level II................................................................................................................................ 142
Microsoft Outlook Level III............................................................................................................................... 143
Microsoft Outlook – 2007 New Features.......................................................................................................... 145
Microsoft PowerPoint Level I ........................................................................................................................... 146
Microsoft PowerPoint Level II .......................................................................................................................... 148
Microsoft PowerPoint – 2007 New Features .................................................................................................... 150
Microsoft Word Level I .................................................................................................................................... 151
Microsoft Word Level II ................................................................................................................................... 153
Microsoft Word Level III .................................................................................................................................. 155
Microsoft Word – 2007 New Features ............................................................................................................. 157
Microsoft XP Pro Level I ................................................................................................................................. 158
Microsoft XP Pro Level II................................................................................................................................. 159
Photography ................................................................................................................................................... 160

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PART I: THE PROFESSIONAL SERIES
Influential Leadership
Leaders & Leadership Traits
Characteristics that Followers Admire in a Leader
Defining Leadership
Personal Vs. Organizational Leadership
Stimulus/Response Model
Leadership Pyramid
Results (Efficiency & Effectiveness)
Situational LeadershipManagement Style Continuum
Direction and Support (Primary Behaviors)
Three Situational Leadership Skills
Situational Leadership Styles Maturityof the Follower
Leading at the Edge of Chaos
Goals of Situational Leadership
Making the Transition to Supervisor Responsibilities
of a Supervisor
Case Study – The New Supervisor
Case Study - The Friendly Supervisor

S.L. LEARNING OBJECTIVESWith a host of new challenges and responsibilities to tackle, supervisors need training like never before. Learning
how to supervise your new employees on a trial and error basis can lead to discouragement. This workshop canhelp you overcome many of the supervisory problems a new “boss” may encounter – or a current boss with a new
employee.

AT THE CONCLUSION OF THIS WORKSHOP:
You will acquire a basic understanding of leadership and management.
You will understand the need for flexibility in your leadership and management style.
You will clarify the scope and nature of a supervisory positions
You will learn some ways to deal with the challenges of the role
You will recognize the responsibilities you have as a supervisor, to yourself, your team andyour organization

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Performance Planning
Efficiency and Effectiveness The
Road Map
Execution EffectivenessValuesSeeking Alignment The
Org Chart
Facets of Effective Organizations
Leadership Pyramid Leadership
Building Blocks
Personal and Organizational Alignment
Keys to Personal Success Planning
Systems and Processes
Relationships
Managing Our Environment
Managing Our Information
The Power of Process
Productivity Factors
What Is Time Management?
Importance vs. Urgency ImportanceUrgencyTime Management Map Lawsof the Land
Determine Roles
Setting Goals S.M.A.R.T.
Goals
Goal Setting Sequence
Weekly Planning
Daily Planning
Take Action (Execution)
Barriers To Productivity Reasons
Not to Plan
Interruptions
Procrastination
Strategize (Top Down Planning) Define
ValuesDevelop Mission Mission Statement
ExamplesRole Determination

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PERFORMANCE LEARNING OBJECTIVES
Understand processes to plan and prioritize effectively
Alignment of personal goals and actions with team and organizational goals
Employ the principles of effective goal setting and time management
Overcome the effects of urgency addiction
Understanding roles and need for balance
Developing personal mission and values

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FLEX Your Communication Style / Effective Delegation
COMMUNICATION
Case Study: Barriers To Communication
Purposes of Communication
YOUR STYLE
Behavior Self Assessment
Communication Behaviors - ASSETS
Communication Behaviors - LIABILITIESAt a Glance
Recognition and Strategies
Strategies Effective Usage
Level 1 – Build Personal Strengths and Relationships
Level 2 – Supervisory Tool
Level 3 – Developing Teams and Strategic Partnerships
Level 4 – Understanding Life Long Challenges
LISTENING as a Communication Tool
Communicating Effectively
Communication Loop Chart
Communication Elements Chart
The 5 Levels of Listening
Effective Communication Methods Table
EMPATHIC COMMUNICATION
Key steps to effective empathy
Barriers to Communicating Empathically
Attitude vs. Skill
Empathy, Sympathy and Pity
Empathic Listening
Empathic Listening Practice
The Faithful Translator
DELEGATION
Advantages & Disadvantages of Delegation
Elements of Effective Performance Agreements
Dos and Don’ts of Delegation
Degrees of Delegation The
Delegation Fallacy
Your Delegation Effectiveness

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COMMUNICATION LEARNING OBJECTIVES
Enhance Self-Discovery
Understand & Appreciate Others
Self-Discovery: Self Awareness: EQ & SQ – information they
Understand different work styles/needs
Identify friction points
Learn techniques to improve relationships
Develop effective listening skills
Develop delegations skills

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Team Building

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TEAMWORK ACTIVITY LOG
Defining Teams and Teamwork Characteristics
of an “Ideal” Team
Facets of Effective Teams (Organizations)Benefits of Effective Teams
Types of Teams
Teams at Evans BankTEAMWORK ACTIVITY LOG
Team Roles: Clarity & Responsibility
Essential Teamwork Skills & Behaviors
Building Trust
Valuing Diversity
Loyalty – A Key to Teamwork
TEAMWORK ACTIVITY LOG
Essential Team Leadership Skills & Behaviors
Team Dynamics
Stages of Team Development
TEAMWORK ACTIVITY LOG
Improving Team Performance
Leadership
Evaluating Team Performance
Learning Journal

TEAM BUILDING LEARNING OBJECTIVES
Identify and explore the characteristics and benefits of teams.
Understand the dynamics of teams as team leaders and members.
Review and build skills that improve effectiveness in teams.
Teambuilding Activities – Benefits of Teams – Team Dynamics –Skills for Effectiveness -

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Effective Motivation Techniques & One Minute Management
MOTIVATION
Defining Motivation
Intrinsic
Extrinsic
Personal & Inter-Personal Motivation
Motivational Theories
FLOW: How Job Assignments Effect Motivation
The Importance of Emotional Buy-in
The Influence of Motivation on Job Performance
Chart: Job Motivation Assessment
Chart: Ranking of Job Motivation Factors
MOTIVATING OTHERS
Leadership Power and Influence
Best Management Style to Motivate Effectively
Situational Leadership
Goals of Situational Leadership
Evaluating Maturity
The One Minute Management Style
Essential Elements of Commitment and Good Morale
ONE MINUTE MANAGEMENT
Three Secrets of One Minute Management
One Minute Goals
Goals Confidence Assessment
Evaluating Performance
One Minute Praising
One Minute Reprimand
Job Performance Coaching
Building a Circle of Trust
Relationship Bank Account
Recognition and Reward
Motivating On a Budget

MOTIVATION LEARNING OBJECTIVES

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Identify ways to link motivation to employee performance
Recognize the external factors that can influence performance
Discover ways to build and encourage employee accountability
Learn effective strategies to encourage and sustain employee trust
Learn how to lead others through change

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Managing Conflict
UNDERSTANDING AND RECOGNIZING CONFLICTDefining Conflict
Coming to “Terms” with Conflict
Conflict AwarenessWays of Seeing Conflict
Personal Responses to Conflict
Developing Healthy Perspectives towards Conflict
STRATEGIES for RESPONDING to CONFLICTConflict Management Strategies
CRUCIAL CONFRONTATIONS
I. Good Confronting = Good Leadership
II. Focus for Successful Confrontation
III. How & Why to Confront
IV. Barriers to Successful Confrontation
V. Crucial Confrontations Timing Chart
A) Before the ConfrontationB) During the ConfrontationC) After the Confrontation
MOVING THROUGH CONFLICT TO SOLUTIONS
Determining & Implementing Best Solutions
Facilitating and Mediating
CPR: Dealing with Escalating Problems

LEARNING OBJECTIVES
To develop skills to assess a conflict situation and monitor your reaction to theconflict.
Learn to utilize effective communication techniques to manage conflict in a proactive
manner.
Resolve conflict by determining it's source, and developing and implementing thebest solution.

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Running Effective Meetings – C.A.N.V.A.S.

Running Effective Meetings: The .A...A.S. Model
Lesson 1 – Meetings as a Management Tool
Three Primary Purposes for Meetings
Top 4 Frustrations Of Meeting Attendees
Factors that Influence Determine Meeting Effectiveness
Effect of Meetings on Productivity
Calculating Meeting Salary Cost
Meeting Communication Elements Chart
Meeting Effectiveness vs. Meeting Efficiency

Lesson 2 – PLANNING the Meeting.

Meetings Step 1 – larity
Fundamental Purpose of Meetings
Meeting Purpose & Planning Framework Table
Establish Leadership
Primary Skills of the Leader
Rate Your own Meeting Leadership Skills
Meetings Step 2 –A.ttendees

Choosing the Attendees
Environmental Considerations: 1) Physiological & 2) Psychological
Purposes of the Agenda
Tools for Predefining Expectations

Lesson 3 – CONDUCTING the Meeting.

Meetings Step 3 – avigation
Keys to Effectiveness
Tactics for Managing Discussion.

Meetings Step 4 – elocity
Creating, enforcing, & reinforcing the Code of Conduct
Dealing with Inappropriate Behavior in Meetings
Facilitation & Presentation Skills
Dealing with Time and Pace: Methods for Effective Use of Time

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Lesson 4 – FOLLOW-UP
Meetings Step 5 –A.ccountability

Measuring Meeting Success
Reaching Closure & Sharing Feedback

Meetings Step 6 –S.ynchronization

Distribute Notes or Confirmation
As the Leader, Follow-Up after the Meeting
Ascertaining best practices for following up meetings

Lesson 5: MEETING MINUTES
Note Recorder Styles and Recording Formats
Note Taking Tools

Learning Objectives
Understand how to use meetings as a management tool
Employ the key planning steps that ensure meeting effectivenessDefine the intended minimum and optimum outcomes for meetings
Apply tools and methods for facilitating efficient and productive meetings
Understand how to create participative meeting environments
Manage participant behavior as a facilitator
Develop accountability & follow through after meetings
Develop commitment & specific actions to improve meetings in which you personallyparticipate

The benefits that we are seeking:Elimination of unnecessary meetings
Increased meeting productivity
An organizational culture that promotes results based meetings
Improved team and organization communication and performance

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Creative Problem Solving – E.I.N.S.T.E.I.N.
EINSTEIN Method of CPS Lesson 1 – INTRODUCTION ł Self
Assessment – Ascertaining Your Problem Solving Style
ł Defining “Problem”
ł Factors affecting Initiative and Accountability
ł Converge <> Diverge: creating problem solving Ground Rules
Lesson 2 – DEFINE the PROBLEM ł (step 1) E.valuate
The “Problem” ł Root Cause Analysis (RCA) Process
Description ł Cause and Effect Diagram ł The Mind
Mapping Process ł (step 2) I.nvestigate Potential
Solutions ł Methods to Generate Potential
Solutions ł Brainstorming Warm-Up ł (step 3)

N.arrow the Focus ł Multi-Voting
ł Develop Workable Solutions using Pluses, Potentials and Concerns
Lesson 3 – IMPLEMENT the SOLUTION ł(step 4) S.olve the Problemł (step 5) T.est the Solution
Lesson 4 – FOLLOW THROUGH ł(step 6) E.valuate the Result ł(step 7) I.mprove the Solution(step 8) N.ominate and Celebrate

CPS LEARNING OBJECTIVES{ XE "LEARNING OBJECTIVES" }Challenges and opportunities appear constantly in today’s workplaces that have the potential to expend andcreatively release human energy. The skills and processes taught in Creative Problem Solving direct that energy
towards positive outcomes. This course will teach the fundamentals of problem solving skills – from defining
the problem, identifying and implementing solutions, and gaining buy-in from key decision makers in theorganization.

In this course you will:
Understand processes for solving problems logically.
Define the true issue of a problem or nature of an opportunity.
Apply methods for solving problems systematically.
Examine strategies for acquiring decision acceptance when problem solving .
Understand personal and organizational barriers to creativity.
Become familiar with problem solving tools, i.e. brainstorming, mind mapping, root cause analysis.

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You'll Benefit By Learning To:
Increase problem solving capacity.
Increase creative energy and prudent risk taking.
Distinguish root causes from symptoms to identify the right solution for the right problem.
Improve your response to challenges and increase the timeliness of your response.

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Change Management & Motivation
MOTIVATION
Defining Motivation Intrinsic
Extrinsic
Personal & Inter-Personal Motivation
Motivational Theories
FLOW: How Job Assignments Effect Motivation
The Importance of Emotional Buy-in
The Influence of Motivation on Job Performance Chart:
Job Motivation Assessment
Chart: Ranking of Job Motivation Factors
MOTIVATING OTHERS
Leadership Power and Influence
Best Management Style to Motivate Effectively
Situational Leadership
Goals of Situational Leadership
Evaluating Maturity
THE ONE MINUTE MANAGEMENT STYLE
Essential Elements of Commitment and Good Morale
Three Secrets of One Minute Management
One Minute Goals
Goals Confidence Assessment
Evaluating Performance
One Minute Praising
One Minute Reprimand
JOB PERFORMANCE COACHINGBUILDING A CIRCLE OF TRUST RelationshipBank Account
Recognition and Reward
Motivating On a Budget
LEADING THROUGH CHANGE
Leadership
Personal Change Model
The Eight Steps to Successful Change

Learning Objectives
Identify ways to link motivation to employee performance
Recognize the external factors that can influence performance
Discover ways to build and encourage employee accountability
Learn effective strategies to encourage and sustain employee trust
Learn how to lead others through change

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Power Public Speaking and Great Presentations 1
PURPOSES OF PRESENTATIONSLISTENING in COMMUNICATION The
Dynamic Equivalent
WB5P: Personality in Listening
Elements of Communication Chart
Effective Communication Methods Table
Empathic Communication
Empathic Listening
PERSUASIVE BEHAVIORS: YOU DiSC
Behavior Self Assessment
DiSC Behaviors - ASSETSDiSC Behaviors - LIABILITIESPERSUASIVE BEHAVIORS: OTHERSDiSC at a Glance
DiSC Recognition and Strategies
DiSC Strategies Effective UsagePRESENTATIONS
Role of Emotional Intelligence in Speeches & Presentations
VAK: Learning Styles & Presenting
Facilitation Skills
Managing Disruptive Behaviors
ALPS: Speaking & Learning Styles
MEETINGSTop Frustrations & Failures of Meetings
General Components of a Meeting
Learning Journal
SPEECHES
7 Reasons Why Speakers Flop
Conflict: An Outcome Metaphor for Presentations, Meetings, & Speeches
Rhetoric: Strategies for Presentations
Quick Tricks for Public Speaking
The Great Art of Story Telling
Communication Philosophy
Speaking with Presentation Software
Phases & Types of Presenters
Anxiety Reducers 56
Initial Stages of Speech Development

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Power Public Speaking and Great Presentations 2
3 KEY LEADERSHIP SKILLS 7
REASONS WHY SPEAKERS FLOP
E.I. / E.Q.
E.I. Phases & Types of Presenters Presentations& E.I.
Anxiety Reducers
PHYSICAL SKILLS
Body Language * Voice * Eyes
VAK
Visuals
DEMOGRAPHIC SKILLSALPS: Speaking & Learning Styles
Know Your Audience
Audience Assessment Worksheet
IDEAS & TIPS for SPEAKING Quick
Tricks for Quick Speaking
Story Telling
Presentation Software
PLANNING, CREATING & ORGANIZGING YOUR SPEECHKey Considerations
Rhetoric Strategies Action(“Do This”) Formats
Information (“Know This”) Formats
Speech Preparation Checklist
SPEECHES
Practice Presentations

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Business Writing that WorksIntroduction and Course Overview Why
Write?
The First C
The Second C
The Third C
The Fourth C
Word Agreement
Active and Passive Voice
Sentences and Sentence Types
Readability Index
The Fifth C
Practical Language
Inclusive Language
Sentence Construction
Punctuation
Writing Business Letters
Reports
Spelling & Proofreading
Writing Memos
E-Mail Etiquette
Writing Challenges

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PART II: SOFT SKILLSAdvanced Writing Skills
OVERVIEW: This is a one-day workshop for those who already are good writers. Our time will be devoted towriting letters of congratulation, of persuasion, of refusal or of action, that reflect current word usage and up-to-dateformats. You can also become more skilled at writing to write professional memos that are brief but concise, clear
yet direct, complete and correct.
LEARNING OBJECTIVES-Learn the value of good written communication-Revisit the rules of good grammar and clear communication -Develop
an appropriate letter-writing style-Improve sentence construction and paragraph development-Develop effective business letters for tough situations-E-mail etiquette-To apply these skills in real work applications.
Introductions, learning objectives and Pre-workshop assignment
Clear, Concise, Complete, Correct
Guidelines for Effective Business Writing
Readability Index
Business letter format
Style-Personal style-Persona
Sentence and paragraph construction
Point sentences
Developing paragraphs
Simple to complex
Improve coherence
Types of business letters
How to Write a "Yes" Letter
How to Write a "No" Letter
How to Write a "Please Do Something" Letter
Business letter jargon
E-mailBetter Business Writing Exercises (Use as needed) Review& Evaluations (1/4 hour)

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Anger Management - Understanding Anger
OVERVIEW: High self-awareness is a key element for managing your own anger, because the use of anger
management skills presupposes that you know when you are angry and recognize that anger as a cue thatsomething is wrong.
However, anger is a learned response, and the anger response can be unlearned, with commitment and effort.
There is nothing wrong with occasional, moderate anger. It creates no lasting harm. But chronic, sustained anger
can be harmful to both you and those around you.
Many of us are alarmed at how anger is controlling our lives. This workshop is all about acquiring, in a step-by-stepformat, the skills you need to better manage anger--your own anger, or the outbursts of your employees, or theanger a client might unleash.
WORKSHOP LEARNING OBJECTIVES:
At the conclusion of this workshop, participants will:
Be better able to recognize how anger affects our bodies, our minds and our behaviour.
Be better able to use the six-step method to break old patterns and replace them with a model for assertive anger.
Be better able to control your own emotions when faced with other peoples’ anger
Be better able to identify ways to help other people safely manage some of their repressed or expressed anger.
Pre-assignment: Participants will be asked to keep an anger log for one week (7 days) prior to the workshop,
detailing any anger you may experience, as well as the anger of others with whom you interact
WORKSHOP OUTLINE:
Introductions, objectives and agenda
Discussion of pre-assignment
How Anger Affects Our Bodies and Our Minds
Anger and our bodies
Anger and our minds
Anger and our behaviour
Personal anger patterns
Managing Our Own Anger
Challenge and change your attitudes
What’s underneath the anger?
Learn to Express Feelings Appropriately
Develop your anger management communication skills
Listening and asking questions
Positive intent
Assertiveness
Negotiation skills
PraiseStrategies for Preventing a Build-up of Frustration
Dealing with issues
Setting limits
Dealing with criticism
Coping thoughts

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How to Keep Calm when Faced with Outbursts.
Facing anger
The aftermath of anger
Assessing Your Anger Management Knowledge-A Case Study
Review and Personal Action Plan Evaluations

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Appraising Performance:
COURSE LENGTH: One day of training.
COURSE DESCRIPTION: Appraising Performance provides an overview of the basics of conducting performanceappraisals. It provides guidelines and best practices for evaluating and improving the work performance of
employees, thereby increasing quality and productivity.
PREREQUISITES: There are no prerequisites for this course.
DELIVERY METHOD: This course is designed for instructor-led, group paced classroom-delivery, providing
students with structured hands-on activities.
HARDWARE/SOFTWARE REQUIREMENTS
An overhead projector
A whiteboard projection screen and markers
A flip chart and markers
Microsoft Word 2000
PERFORMANCE-BASED OBJECTIVES
Establish performance expectations so that desired work results are achieved in accordance with the organization'svalues and quality standards.
Write a performance appraisal so that it reflects an objective evaluation of the individual's work performance.
Prepare for a performance appraisal discussion so that there are no barriers for an effective discussion. Conduct
a performance appraisal so that mutual understanding and cooperation is achieved and a realistic development
plan to improve future performance is prepared.
Follow up on a performance appraisal so that future performance meets expectations.
COURSE CONTENT

Lesson 1: Establishing Performance Expectations
Topic 1A: Appraise Performance
Topic 1B: Manage Performance
Topic 1C: Establish Performance Expectations

Lesson 2: Writing a Performance Appraisal
Topic 2A: Avoid Common Performance Rating Errors
Topic 2B: Gather Appraisal Information
Topic 2C: Rate Performance
Topic 2D: Ensure Legal Compliance

Lesson 3: Preparing for the Appraisal Discussion
Topic 3A: Prepare the Individual
Topic 3B: Arrange the Logistics
Topic 3C: Prepare Yourself

Lesson 4: Conducting the Performance Appraisal Discussion
Topic 4A: Discuss Your Ratings and Comments
Topic 4B: Resolve Performance Problems
Topic 4C: Cope with Discussion Difficulties
Topic 4D: Plan for the Future

Lesson 5: Following Up

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Topic 5A: Evaluate the Effectiveness of the Appraisal Discussion
Topic 5B: Communicate Frequently
Topic 5C: Provide Ongoing Feedback and Coaching
Appendix A: Works Cited References
and Works Cited Topic

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Effective Time Management
COURSE LENGTH: 1.0 day(s)COURSE DESCRIPTION: Time is a form of currency, and the ways that we talk about it illustrate its value: we say“Time is money,” and “My time was well spent,” or “It's a waste of time.” Like most professionals, you've probably
struggled with managing this resource effectively. In this course, you will practice techniques that will help you
achieve more effective use of your time so that you can direct your energy towards the activities that will further
your professional and personal goals.
COURSE OBJECTIVE: You will identify effective time-management strategies, including defining personal andprofessional goals, establishing priorities, and identifying the tasks that will be critical to achieving those goals. You
will create a personal time-management action plan.
TARGET STUDENT: Professionals in a variety of fields who are seeking improved time-management skills so thatthey can perform more effectively.
PREREQUISITES: There are no prerequisites for this course.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to: articulate your goals. analyze how you are
currently allocating your most precious resources: energy and time. identify elements of your personal work
style that contribute to your effective use of time. assemble a collection of time-management tools andstrategies that you can use to take control of your time. create an action plan for your time-management
process and identify ways to evaluate and improve your efforts.
COURSE CONTENT

Lesson 1: Defining Goals
Topic 1A: Define Time Management
Topic 1B: Describe Your Dreams
Topic 1C: Identify Regrets
Topic 1D: Articulate Goals

Lesson 2: Analyzing Energy Allocation
Topic 2A: Identify How Energy Is Spent
Topic 2B: Analyze Tasks
Topic 2C: Analyze Time Usage
Topic 2D: Analyze Energy Flow

Lesson 3: Identifying Personal Style
Topic 3A: Review a Successful Day or Project
Topic 3B: Analyze Your Preferences
Topic 3C: Identify Personal Strengths
Topic 3D: Identify Personal Motivators
Topic 3E: Reduce Time Wasters

Lesson 4: Assembling the Toolbox
Topic 4A: Negotiate for Success
Topic 4B: Delegate Tasks
Topic 4C: Choose Tools that Work for You

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Lesson 5: Creating an Action Plan
Topic 5A: Create the Action Plan
Topic 5B: Evaluate the Time-Management Process

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Budgets And Managing Money
COURSE LENGTH: 2.0 day(s)OVERVIEW: For managers in today’s business world, it’s essential to have a working knowledge of finance. We allplay a role in our organization’s finances, whether we realize it or not. For those who don’t have training or abackground in finances, you may be at a disadvantage as you sit around the management table. Understanding
the cycle of finance will help you figure out where you fit into your company’s financial structure. This workshop willfamiliarize you with the key concepts of finance and accounting and help you prepare budgets with more
confidence.
LEARNING OBJECTIVES:• At the conclusion of this workshop, you should be able to assess the financial performance and health ofyour firm• Enhance your decision-making skills by integrating financial management concepts into your thinking• Understand the budgeting process and forecasting techniques• Manage your own budget, inventory and petty cash
Pre-Assignment
Complete a case study provided by Professional Advantage
Workshop Outline:
Introductions, learning objectives and agenda
Pre-assignment—A case study
Understanding Accounting and Finance
Getting to know the language of accounting
Getting to know the players
The cycle of finance
Assets, liabilities and net worth
Accounts payable and receivableCollections
Review
Reconnect
Creating a Paper Trail
Managing Accounts Receivable
Understanding Financial Statements
Basics of double entry bookkeeping
Debit and credit accounts
Understanding balance sheets, statement of earnings and retained earnings
Budgeting and Forecasting Techniques
Forecasting techniques
Capital budgets, operating budgets
Zero-based budgeting
Flexible and fixed costs
Supporting budget items
Preparing budgets
Review
Reconnect
Comparing Software Applications
Managing Your Own Budget
Internal controls and self-checking procedures
Spotting trouble early
Making budget adjustments

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Review and Personal Action Plan
Evaluations

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Building Better Teams
Working as a TeamCOURSE LENGTH: 1.0 day(s)Overview: This workshop is a basic course for team leaders and members, designed to focus on thecharacteristics of an effective team player and the elements of an effective team. You will leave this program with aplan for your personal development as a team player and as a team leader, as well as with some ideas on how to
improve your ‘at work” team.
Workshop Learning Objectives:• At the conclusion of this workshop, participants will:• Understand the value of working as a team• Recognize the critical role their communication skills will play in maintaining a team atmosphere• Identify ways to participate and lead in a team setting• Develop and practice techniques for handling counterproductive team behavior• Provide an opportunity for team members to get to know one another, to enhance respect and to develop
team spirit
Pre-Assignment: Participants will receive a reading from the book “Team Players and Teamwork” to read prior to
the session.
Workshop Outline:
Introductions, Personal Objectives and Agenda
What is a team?
Setting ground rules of discussion
Pre-assignment:
Challenges the team faces
Areas that may require personal and group changes
What is the value of cultivating a sense of team?
Recognize the advantages and disadvantages
Identify steps for overcoming the disadvantages
The Parker Team Player Survey
Interpretation of the Results
The four team player styles interpreted and verified
Team player style and team successCommunication style and problem-solving skills
Roles within the team
Building sustainable agreements
What makes sustainable agreements?
Building a shared framework of understanding
Identifying challenges and change

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Review/Personal Action Plan
Evaluations

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Change And How To Deal With It
COURSE LENGTH: 1.0 day(s)Learning Objectives:
At the completion of this workshop, you will:• Accept there are no normal or abnormal ways of reacting to change, but that we must start from where weare.
• See change not as something to be feared and resisted but as an essential element of the world to be
accepted.
• Understand that adapting to change is not technical but attitudinal. Change is not an intellectual issue but
one that strikes at who you are.
• Recognize that before we can embrace the way things will be, we must go through a process of grieving,and of letting go of the “way things use to be.”• See change as an opportunity for self-motivation and innovation.
• Identify strategies for helping change be accepted and implemented in the workplace.
Course Outline:• Learning Objectives• The Change Process• The Change Cycle• The Three stages Of Personal Change• Who Moved My Cheese• The Pace of Change• The Pyramid Response to Change• The Four Room Apartment Strategy• Controlling Change• Resistance to Change• Strategies for Dealing with Change• Stress Management Techniques• Some Fact About Attitudes• Debrief of Workshop
Suggested Reading List

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Change Management For Employees
COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTION: Everyone who works in the business world today is faced with constant changes and is
expected to adapt. In this course, students will identify methods for solving problems resulting from workplacechanges. Students will define change management and identify strategies for effectively preparing for change,
coping with reaction to change, and becoming an agent of change in their working lives.
COURSE OBJECTIVE: You will identify ways to solve problems related to change on the job, including
recognizing, anticipating, and effectively managing change. You will also define change management, identify
change-management strategies, define the psychological process of moving through change, identify ways of
preparing for change, and explore ways to embrace change on an ongoing basis.
TARGET STUDENT: This course is for any professional who is experiencing or anticipating change within the work
environment.
PREREQUISITES: None.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:describe change in the workplace, and effective strategies for change management. define
the POISS Model of change analysis, and identify the steps of analyzing change. define
anticipating and embracing change, and identify best practices for both.
COURSE CONTENT

Lesson 1: Understanding Change
Topic 1A: Assess Your Reaction to Change
Topic 1B: Cope with Stress
Topic 1C: Cope with Fear
Topic 1D: Conduct Informational Interviews

Lesson 2: Analyzing Change
Topic 2A: Conduct a Change Analysis
Topic 2B: Study the Competition

Lesson 3: Embracing Change
Topic 3A: Anticipate Change
Topic 3B: Identify Best Practices for Reframing Change Topic
3C: Identify Best Practices for Embracing Change

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Change Management For Managers
COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTION: With constantly shifting global economies and technological developments, businesses
are constantly changing to exploit opportunities. Companies no longer have the luxury of remaining the same.
Therefore, managers must constantly prepare for and implement change, guiding their employees through periodsof transition.
COURSE OBJECTIVE: You will implement and manage change.
TARGET STUDENT: This course is intended for middle management, especially those with direct reports, who areresponsible for managing organizational change and maintaining employee performance.
PREREQUISITES: There are no prerequisites for this course.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:plan for change. learn to communicate change. manage theimpact of change on your team members. successfully implementchanges at work.
COURSE CONTENT

Lesson 1: Planning for Change
Topic 1A: Analyze the Process of Change
Topic 1B: Identify Barriers to Change
Topic 1C: Determine Available Support

Lesson 2: Communicating Change
Topic 2A: Utilize Adopters of Change
Topic 2B: Communicate Change

Lesson 3: Managing the Initial Impact of Change
Topic 3A: Educate Employees on the Change Process
Topic 3B: Implement Strategies to Deal with Stress
Topic 3C: Cope with Fear

Lesson 4: Implementing Change
Topic 4A: Engage Employees
Topic 4B: Capitalize on the Change Process
Topic 4C: Maximize the Benefits of Change
Topic 4D: Reframe Change
Topic 4E: Label Milestones
Topic 4F: Troubleshoot Issues Topic
4G: Report Results

Communicating Across Cultures

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COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTION
Increasingly, businesses around the world have become more interconnected, and companies have to think moreglobally in order to succeed. Despite economic ties with foreign nations, countries can be ill-prepared for doing
business abroad, lacking the knowledge and sensitivity to adjust their business behavior to different culturalcontexts. This course will provide you with strategies to communicate effectively across cultures.
COURSE OBJECTIVE: You will communicate and conduct business effectively across cultures.
TARGET STUDENT: This course is for individuals who need to communicate clearly and effectively while
conducting business in cultures other than their own.
PREREQUISITES: There are no prerequisites for this course. You may find the following Professional Advantage
courses beneficial: Negotiating Skills
Managing Conflict
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to: examine differences between cultures, identify
methods of communicating effectively and appropriately with people from different cultures, and describe culturaldifferences in business protocol. identify methods for creating high-performing, cross-cultural teams, describe
strategies for conducting successful multicultural negotiations, and explore ways of effectively resolving conflict inother cultures.
COURSE CONTENT

Lesson 1: Communicating Across Cultures
Topic 1A: Recognize Cultural Differences
Topic 1B: Communicate in Other Cultures
Topic 1C: Follow Business Protocol in Other Cultures

Lesson 2: Working with Other Cultures
Topic 2A: Work in Teams in Other Cultures
Topic 2B: Negotiate in Other Cultures
Topic 2C: Resolve Conflict in Other Cultures

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Communication Strategies
COURSE LENGTH: 1.0 day(s)Overview: This workshop is designed to help you improve your interactions with other people in your workplace or
at home. This workshop gives participants the opportunity to improve the critical communication skills of listening,
asking questions and being aware of nonverbal messages. This workshop can also help participants who arestruggling to find that middle ground between being too aggressive and too passive, and how to counter the
manipulative tactics of difficult people. Participants also learn more about the six elements of our communication
with others that help us reveal appropriate information about ourselves, and get a handle on how to better manage
ourselves for a professional image.
Learning Objectives:
Identify common communication problems that may be holding you back.
Develop skills in asking questions that give you information you need
Learn what your non-verbal messages are telling others
Develop skills in listening actively and empathetically to others
Learn how to firmly stand your ground and make your feelings heard Enhanceyour ability to handle difficult situations without being manipulated Be moreaware of six critical elements of our communication with others.
Workshop Outline and Methodology
Facilitators use a variety of training methods for each workshop, including large group discussions, individual workand reflection, small group discussions and exercises, case studies and simulations for role play. Videos that are
applicable will form a part of some workshops.
Customization will be based on information provided by the organization or the individual department prior to theworkshop. These will be interactive workshops with a 40/60 split between concept/theory and practical applicationof skills discussed. Class size should be kept under 20, whenever possible, so each participant will have theopportunity to gain techniques for the types of situations they deal with or expect to deal with.
Introductions
Learning Objectives and Agenda
Pre-assignment
What’s In This for Me?
Ten Commandments of Human Relations
Defining Good Communication
What Are the Characteristics of a Good Communicator?
The Communication Process
Windows and Barriers
Questioning Techniques
Closed Questions
When they are used
The assumptions that result
Open Questions
The different types
When they are used
Probing Skills
Listening Techniques
Barriers to Effective Listening
Active Listening Techniques
Listening Guidelines

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Six Elements of Our Communication with Others
Frame of Reference
Self-disclosure
Image
Self-Impression Management
AttendingObserving
Frame of Reference
Review
Reconnect (A short exercise to get feedback from to focus on communication skills that impact interpersonal
relationships)
Five Approaches to Interpersonal Relationships
Mystery-Mastery
Structural
Sympathy-Supportive
Empathy-Collaboration
Mutual-Confrontive
Assertiveness
Dealing with Difficult People
The Difference between Assertive, Passive and Aggressive
The Four-step Response
Learning How to Say “No”
Persuading Others
First Persuading Yourself
Techniques for Persuading Others
Managing Stress
Personal Action Plan

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Conducting Effective Performance Reviews
COURSE LENGTH: 1.0 day(s)Research has shown that organizations that conduct performance reviews are more successful than those who do
not have a system in place. The first step in a basic system is to develop standards of performance that all
employees can understand and agree to.
Setting performance objectives to aim for will give supervisors and employees a like focus, and targets to aim for.
Supervisors must also learn how to coach and give feedback, both positive and negative, on a regular and timely
basis so that employees can grow and develop. Defensible performance reviews are the cumulating of all these
activities.
Learning Objectives:
At the conclusion of this workshop, you will:• Recognize the importance of having a performance review process for employees• Demonstrate an understanding of core competencies and how to work with a core competency model• Identify the performance management cycle, and the part employees, managers and organizations play in thatcycle.
• Understand how to work with employees to set performance objectives and standards• Develop skills in observing and giving feedback, listening and asking questions, for effective coaching andimproved performance.
• Identify an effective interview process and have the opportunity to practice the process in a supportive
atmosphere.
• Make the performance review legally defensible.
Workshop Outline:
Learning Objectives, Personal Objectives and Agenda (The workshop begins with introductions through a large
group exercise, followed by a small group exercise to identify objectives and energize the group-3/4 hour)Pre-workshop assignment
The Importance of Performance Reviews (Participants are asked to work in small groups to identify how
performance reviews are important to each of three stakeholders. Responses on posted on flip chart paper for
debriefing and feedback-3/4 hour)
For employees—their role
For supervisors—their role
For organizations—their role
Defining Expectations and Consequences (Large group discussion about when new employees learn what is
expected of them and what the consequences are when expectations are not met. This is followed by role playswith participants working in trios, with one explaining, one receiving and one observing –3/4 hour)
Developing standards and objectives (This is a very hands-on segment of the workshop. Participants look at
sample job descriptions, performance standards and competencies, and compare these to the ones they are using,for benchmarking-1 hour)
Appraisal Tools
Job descriptions
Performance standards
Goals and objectives
Competencies
Documentation

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Documentation Processes
When and how to document
Appraisal Forms (This is a second very hands-on segment, with participants working in small teams to compareand contract four sample appraisal/review forms, and develop some guidelines for effective forms-3/4 hour)Pre-appraisal
Appraisal(Participants begin the afternoon by learning how to tie a tie or make a paper airplane. They go from thisexperience to developing some guidelines for effective training—for both the learner and the trainer. Facilitator
then leads the group in a discussion of adult learning and learning styles, as points to remember when training andcoaching-1 hour)
Coaching for Improved PerformanceOn-the-job training
Follow up
Giving Performance Feedback (Participants take part in a team exercise to demonstrate the differing types of
feedback. The exercise is debriefed and some guidelines are developed-1 hour)Praise and positive feedback (Individuals then role play giving positive and negative feedback to an employee, andthe group discuss how important it is to get feedback from others and how to accept feedback that is not positive-1
hour)
Criticism and negative feedback
Accepting feedback from others
Review (Participants cover the issues raised during the day. They are given an overnight assignment to think
about how they will prepare for and conduct an interview on the second day 1/2 hour)
Reconnect (Participants are asked to take part in a small group exercise to focus on the day’s activities and provide
feedback on day one-1/2 hour)
Planning the Interview Process (Large group discussion about when and how to conduct interviews or performance
reviews, and the preferred format for conducting them. They discuss what they as managers should do before thereview to prepare, what they can do during the review to ensure it goes smoothly, and what they should do after
the review to follow-up 1 hour)
Organizing the interview
Where and whenDeveloping an Interview Format
The opening
The discussion
The commitment
The closing
The appraisal as a two-way process(They then work in small teams to prepare for their own role play as an employee, manager and observer in an
employee review-1 hour)

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www.identity-intelligence.org(Role plays in teams of three. If time permits, ask one group to demonstrate their review-1 hour-1 ½ hours)(A re-energizing after lunch exercise-1/4 hour)

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Managing Employee Performance (A large group discussion of ways to maintain good performance and improve
problem performance, followed by having small groups develop suggested solutions for a series of problems that
plague managers, about both good, poor and average performers-1 ½ hours)
Maintaining exceptional performance
Developing average performers
Dealing with problem performance(Participants conduct a round robin conference with their colleagues in small groups, to discuss some of theadditional and real problems they are facing-1 hour)
Conducting Exit Interviews (1/2 hour)
Review (1/2 hour using one of several game show options)
Personal Action Plans (1/4 hour)

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Creative Problem Solving – E.I.N.S.T.E.I.N.
LEARNING OBJECTIVES{ XE "LEARNING OBJECTIVES" }Challenges and opportunities appear constantly in today’s workplaces; these situations have the potential toexpend and creatively release human energy. The skills and processes taught in Creative Problem Solving directthat energy towards positive outcomes. This course will teach the fundamentals of problem solving skills – fromdefining the problem, identifying and implementing solutions, and gaining buy-in from key decision makers in theorganization.
IN THIS COURSE YOU WILL:
Understand processes for solving problems logically.
Define the true issue of a problem or nature of an opportunity.
Apply methods for solving problems systematically.
Examine strategies for acquiring decision acceptance when problem solving .
Understand personal and organizational barriers to creativity.
Become familiar with problem solving tools, i.e. brainstorming, mind mapping, root cause analysis.
YOU'LL BENEFIT BY LEARNING TO:
Increase problem solving capacity.
Increase creative energy and prudent risk taking.
Distinguish root causes from symptoms to identify the right solution for the right problem.
Improve your response to challenges and increase the timeliness of your response.
The E.I.N.S.T.E.I.N. Problem Solving Method
Lesson 1 – INTRODUCTION• Self Assessment – Ascertaining Your Problem Solving Style• Defining “Problem”• Factors affecting Initiative and Accountability• Converge <> Diverge: creating problem solving Ground Rules
Lesson 2 – DEFINE the PROBLEM(step 1) E.valuate The“Problem”• Root Cause Analysis (RCA) Process Description• Cause and Effect Diagram• The Mind Mapping Process• (step 2) I.nvestigate Potential Solutions• Methods to Generate Potential Solutions• Brainstorming Warm-Up• (step 3) N.arrow the Focus• Multi-Voting• Develop Workable Solutions using Pluses, Potentials and Concerns
Lesson 3 – IMPLEMENT the SOLUTION• (step 4) S.olve the Problem(step 5) T.est the Solution
Lesson 4 – FOLLOW THROUGH• (step 6) E.valuate the Result• (step 7) I.mprove the Solution• (step 8) N.ominate and Celebrate

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Conflict Resolution - Dealing With Difficult People
COURSE LENGTH: 1.0 day(s)Overview: Edward Deming, the father of quality management, has said that people can face almost any problem
except the problem of people. They can work long hours, face declining business, even the loss of a job, but they
can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may becontributing to these problems and give you some strategies you can adopt, at work and in your personal life as
well.
Workshop Learning Objectives:
At the conclusion of this workshop, participants will be expected to:••••

Recognize how their own attitudes and actions impact on others
Find new and effective techniques for managing negative emotions
Develop coping strategies for dealing with difficult people and difficult situations
Identify those times when they have the right to walk away from a difficult situation

Pre-Workshop Activity
Participants will be asked to complete “SELF – A Profile of Interpersonal Interactions” and bring it to the workshop
with them.
Workshop Agenda
Introductions, Objectives and Agenda Discussionof Self-Assessment
Could You Be Part of the Problem?
How Can You Work Toward Different Solutions?
The Importance of Good Communication
Choosing the Right Words
Asking Questions
Listening for Answers
Non-Verbal Messages
Managing Anger
Understanding more about anger
Managing your own anger
Dealingwith other people’s anger
Preventative strategies
Dealing with Difficult Situations
Conquering resistance
Recognizing potential difficulties
Difficult People: The Classic Types
Specific causes of difficult behavior
Weapons difficult people use
Coping strategies for difficult behaviors
Formula for Changing Attitudes of Difficult People

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Change your behavior to change the interaction
Negative interaction cycles
Positive interaction cycles
Permanent disassociation
How to Overcome the Feelings Difficult People Give You
Put yourself in charge of you
De-stress Options
Personal Action Plan

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Customer Service Skills

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COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTION
You need to respond to customer service queries via a remote system such as email or the telephone. In order todo this effectively, you need to develop skills that will help you interact with customers in a positive and professionalmanner. In this course, you will learn important principles and skills you can utilize as a remote customer service
representative.
COURSE OBJECTIVE: You will practice skills and apply principles for providing customer service remotely, via
telephone and the web.
TARGET STUDENT: New employees in a telephone or electronic-based customer service role in any industry, or
current employees in this role in need of developing these skills.
PREREQUISITES: Written communication and typing skills; familiarity with telephone, email, and web-based
communication tools.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to: manage
the customer's initial contact. address the customer's issues. close
communications with the customer once all issues have been resolved.
COURSE CONTENT

Lesson 1: Managing the Customer's Initial Contact
Topic 1A: Accept a Customer Contact
Topic 1B: Address a Customer's Emotional State
Topic 1C: Address Your Own Emotional State

Lesson 2: Addressing Customer Issues
Topic 2A: Assess Customer Issues
Topic 2B: Develop Solutions
Topic 2C: Negotiate to Reach a Solution

Lesson 3: Closing Communications
Topic 3A: Upsell Additional Products
Topic 3B: Conclude Customer Contact
Topic 3C: Follow Up
Topic 3D: Release Stress

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Customer Service Training - Critical Elements of Customer Service
COURSE LENGTH: 1.0 day(s)COURSE DESCRIPTION: This one day workshop is for any employee who deals with the public or who serves
those who do deal with the public. Customer service skills can increase your value to your company and advanceyour career at the same time.
COURSE CONTENT:• Introductions• Learning Objective• Defining Customer Service• Meeting Expectations• Setting Goals & Targets• Communication Skills for Excellent Customer Service• Fundamental Techniques for Handling People• Turning Complaints into Opportunities• Two Key Tools for Dealing with Difficult People• The Problem Solving Process• Seven Steps to Customer Problem Solving• Resolving Conflict• Service Pride is a Team Effort• De-stress Options You Can Use Right Now• A Personal Action Plan

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Customer Service Training - Managing Customer Service
COURSE LENGTH: 1.0 day(s)Customer Service: Leading a Customer Focused Team
Overview: The need for leading, promoting and enhancing a customer focused culture are essential withingovernment The need for leading, promoting and enhancing a customer focused culture are essential withingovernment departments. This workshop will help managers/ leaders create customer satisfaction in whateverbusiness units they work within.
Learning Objectives:• Identify ways to establish the links between excellence in customer service and business practices, andpolicies.
• Develop the skills and practices that are essential elements of quality customer service.
• Recognize who the customers are and what they are looking for• Develop strategies for creating customer satisfaction in whatever business units they work within.
Workshop Outline and Methodology:
Introductions, Learning Objectives and Agenda
Current Facts About the 21st Century Customer
Consumer Diversity and Changing Expectations
Customers are both Internal and External
Leading Customer Focused Teams is About Communication
Characteristics of a Good Communicator
The Art of Asking Questions and Listening
Elements of Our Communication with Others
Self-disclosure, Image, Self-Impression Management, Attending, Observing, Frame of Reference Dealing
with Difficult People and Situations
Managing the Customer Expectations through Effective Leadership
Leadership - What it is and is not
Personal assessment of style, strengths and weaknesses
Adapting our leadership style to suit the situation
Situational Leadership & follower readiness
Concepts of leadership - managing, leading and coaching
Honing both leader and team skills
Characteristics of an Effective Team
Problem Solving and Decision Making Essentials
Basic team tools for improving business practices
Team CohesivenessImpact, Implications, Getting To a Higher Level
Selling ideas -- Presenting the Results
Now What??-Action Plans

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Delegation - The Art Of Delegating Effectively
Delegation the Magic of Involvement
Pre-Assignment: A Case Study: Margaret
Learning Objectives:
At the conclusion of this workshop, participants will be expected to:
•
•
•
•
•
•

Clearly identify how delegation fits into your job and how it can make you more successful.
Identify opportunities within the scope of your authority for delegating effectively to others.
Identify the criteria for fair and responsible delegation to all employees
Develop a technique for defining expectations
Recognize common delegation pitfalls and how to avoid them.
Provide opportunities to test your delegation skills.

Curriculum Outline:
Introductions/Objectives/Agenda
Advantages and Disadvantages of Delegation
Self-Assessment
Definitions
When and How to Share the Load
Pre-Assign: Case Study
When to Delegate and When to Do It Yourself
Picking the Right Person for the Job
The Delegation Meeting
Defining Expectations
Describing the End Result and the Measures
Directing the Performer
Turning a Task into a Challenge
Communication Skills
Check for Understanding
Uncover Concerns
Potential Delegation Problems
Monitoring Delegation
Case Study
Characteristics of an Effective Delegator
Delegation Checklist
Review
Personal Action Plan

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Emotional Intelligence for Managers

COURSE DESCRIPTION: In this course, you will assess your current emotional intelligence capabilities, determine
your strengths, and identify areas for improvement. You will examine how emotions affect behavior and how thosebehaviors impact your relationships with others. You will also develop strategies for managing the emotional energy
in yourself and others.
COURSE OBJECTIVE: You will evaluate your current emotional intelligence abilities and apply strategies toimprove your emotional intelligence.
TARGET STUDENT: This course is designed for the emerging manager or mid-level manager.
PREREQUISITES: Prior to beginning this course, you should have experience in managing people.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES: Upon successful completion of this course, students will be able to:• evaluate your emotional intelligence.
• develop strategies for effectively applying emotional intelligence in the workplace.
COURSE CONTENT
Lesson 1: Evaluating Emotional Intelligence
Topic 1A: Assess Your Self-Understanding
Topic 1B: Determine Your Ability to Regulate Your Emotions
Topic 1C: Evaluate Your Social Recognition Skills
Topic 1D: Assess Your Social Regulation Skills
Lesson 2: Applying Emotional Intelligence In A Business Environment
Topic 2A: Improve Your Emotional Intelligence By Understanding Your Emotions
Topic 2B: Regulate Your Emotions
Topic 2C: Improve Your Social Recognition and Regulation Skills Topic
2D: Build An Emotionally Intelligent Team

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Effective Presentations
COURSE DESCRIPTION: Without a dynamic and coherent presentation, even stellar ideas can fail to convince
your audience. In this course, you will learn active listening skills to facilitate the exchange of ideas in meetings andpresentations. You will also organize your ideas to create coherent and convincing oral presentations, while alsoutilizing available visual aids and using public-speaking techniques to strengthen your delivery. You will also
prepare strategies for business meetings and learn to conduct meetings efficiently.
COURSE OBJECTIVE: You will effectively participate in and conduct meetings, as well as deliver professionalpresentations.
TARGET STUDENT: This course is designed for individuals who need to present information effectively in a
professional environment.
PREREQUISITES: To ensure your success, we recommend you first take the following Professional Advantage
courses or have equivalent knowledge:
Business Writing: From Email to Business Proposals
Grammar Essentials
Microsoft Office Word 2003: Levels 1, 2, and 3
Microsoft Office Outlook 2003: Levels 1, 2, and 3
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to: listen
in an active, engaged manner and take good notes.
participate in, organize, and conduct a meeting. organize,
write, and deliver a professional presentation.
COURSE CONTENT

Lesson 1: Listening and Taking Notes
Topic 1A: Listen Effectively
Topic 1B: Take Good Notes

Lesson 2: Participating in and Conducting a Meeting
Topic 2A: Participate in a Meeting
Topic 2B: Decide to Meet
Topic 2C: Prepare for a Meeting
Topic 2D: Run a Meeting
Topic 2E: Conduct an Online Meeting

Lesson 3: Delivering Presentations Topic
3A: Organize Material
Topic 3B: Write a Presentation
Topic 3C: Prepare Visuals
Topic 3D: Deliver a Presentation Topic
3E: Respond to Questions

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Excellence in Technical Customer Service

COURSE DESCRIPTION:
As a provider of customer service in a technical field, you need to interact with customers to address their technicalconcerns. To do this effectively, you need to develop skills that will help you interact with customers in a positiveand professional manner. In this course, you will apply important principles and skills you can use as a technicalcustomer service representative.
COURSE OBJECTIVE:
You will practice skills and apply principles for providing face-to-face customer service to customers with technicalissues.
TARGET STUDENT:
Customer service professionals providing technical support or service, on-site or by way of call center or email.
DELIVERY METHOD:
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:• meet the customer and/or colleague.
• diagnose the customer's issue.
• deliver solutions.
COURSE CONTENT
Lesson 1: Meeting the Customer Topic
1A: Be a “People Person”
Topic 1B: Represent Your Company and/or Department
Topic 1C: Relate to the Customer and/or colleague

Lesson 2: Diagnosing Issues
Topic 2A: Deal with a Customer/Colleague's Misrepresentations
Topic 2B: Determine the Customer/Colleague 's Need
Topic 2C: Troubleshoot the Customer/Colleague 's Problem

Lesson 3: Delivering Solutions
Topic 3A: Finalize the Solution
Topic 3B: Educate the Customer/Colleague
Topic 3C: Deliver Bad News
Topic 3D: Achieve Performance Standards
Topic 3E: Close the Contact

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Facilitation & Presentation Skills
COURSE LENGTH: 0.5 day(s)This high energy training will draw upon multi-disciplinary themes such as: Public Speaking, Motivation of
Employees, Conflict Management, Train-The-Trainer, Emotional Intelligence, and others. As such, we will define
facilitation broadly and you will find this training useful in both personal and professional roles including deliveringspeeches, training, dealing with conflict, and influencing others.
The purpose of this course is to provide you with the knowledge and skills needed to successfully navigate
facilitation. Through practice and experience, the skills you develop from this program will increase theeffectiveness of your presentations, facilitation, and communications in general. Facilitation is most effective whenpeople become involved and participate in the presentation. Along with Adult Learning Principles, you will learn four
facilitation skills; Attending, Observing, Listening, and Questioning. Also, you will discover your own Learning Style(Visual, Auditory, Kinesthetic) and consider how this knowledge affects your personal communication approach.
COURSE OUTLINE:

Adult Learning Principles
Identify the factors that can affect adult learning (ALPS).
Identify ways to promote motivation.
Identify personal learning preferences and their implication to facilitation (VAK).
Identify the four basic facilitation skills (AOLQ)
Communications Exercise
Gagne’s Nine Events of Instruction
Adult Learning Principles' Methods

Adult Learning Styles: V.A.K.
Visual Learners
Auditory Learners
Kinesthetic Learners
What is your learning style? VAK Assessment

Facilitation Skills
AttendObserve
Listen
Question

Facilitation Preparation
Day Before Delivery
Day Of Delivery
Introductions
Class Wrap-Up
Ground Rules
Discuss ground rules for workshop

Presentation Skills
Presentation Skills: Primary Elements
Presentation Skills: Public Speaking, Educating, or Training with Presentation Software

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Facilitation: Becoming A Great Trainer
COURSE LENGTH: 1.0 day(s)Training Format: Instructors understand and use up-to-date training techniques and a variety of training methods,
including lecturettes, group discussions, case studies, problem solving exercises, and visual aids to give allparticipants the best opportunities for learning.
Participants’ handbooks will note key points, accommodate handouts, and provide space for individual learning.
These workbooks will serve as a reference for individuals upon completion of this course.
Workshop Learning Objectives:•
Distinguish facilitation from instruction and training.
•
Provide facilitators with commonly used process tools to make their meetings easier and more productive.
•
Identify the competencies linked to effective small group facilitation.
•
Demonstrate through simulations, role-play, critical incidents, and other exercises, each facilitatorcompetency.
Pre-Workshop Assignments
Prior to the workshops, participants asked to prepare a self-assessment report identifying personal learning
objectives for the training program.
Workshop Outline
Introductions, Objectives, Agenda
Pre-assignment
The purpose of group facilitation
Assignment
Difference between “content” and “process”
Difference between “instructor” and “facilitator”
What group dynamics are really like
Divergent thinking
Convergent thinking
The Groan Zone
What is a facilitator? Whatis a facilitator’s role?
Facilitative listening skills
Listening skills
Developing Questioning Techniques
Open
ClosedProbesObserving Body Language
Other Process Skills
Facilitating Open Discussion
Structured Activities
Brainstorming
Categorizing
Debriefing
Difficult Situations & Difficult People
Preventions and Interventions
Developing Sustainable Agreements

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Surveying the Territory
Building a Shared Framework of Understanding
Developing Sustainable Criteria
Gradients of Agreement
Practice: Assignment
Personal Action Plan
Prepare personal action plan based on personal learning objectives. These action plans will clearly indicate how
the participant plans to incorporate learning into practical application.

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Grammar Essentials

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identity intelligence®

COURSE LENGTH: 1.0 day(s)COURSE DESCRIPTION
You learned the rules of grammar in school, but now you'd like to refresh and refine your grammar usage for yourprofessional life. You need to articulate your ideas clearly and succinctly in written communications and present
yourself in a professional manner. In this course, you will review the rules of grammar, identify common grammar
errors, and refine your business writing style.
COURSE OBJECTIVE: You will identify the elements of correct grammar for use in professional writing.
TARGET STUDENT: Professionals who seek to improve their grammar usage for written communications.
PREREQUISITES: None
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to: examine
nouns, pronouns, and verbs.
Identify adjectives and adverbs.
Identify prepositions, conjunctions, and interjections.
Identify some important rules of grammar and some commonly made grammatical errors.
Identify grammar rules regarding correct punctuation.
Identify problematic sentence fragments, run-ons, and comma splices, as well as effective methods of rewriting
sentences so that they are clear and complete.
Identify methods for improving word choices.
Identify methods for building effective sentences.
Identify methods for editing text effectively.
Identify methods for avoiding some common errors made by overzealous writers who create hypercorrections intheir own work.
COURSE CONTENT

Lesson 1: Identifying Nouns, Pronouns, and Verbs
Topic 1A: Identify Nouns
Topic 1B: Identify Pronouns
Topic 1C: Identify Verbs

Lesson 2: Identifying Adjectives and Adverbs
Topic 2A: Use Adjectives
Topic 2B: Use Adverbs

Lesson 3: Identifying Prepositions, Conjunctions, and Interjections
Topic 3A: Use Prepositions
Topic 3B: Use Conjunctions
Topic 3C: Use Interjections

Lesson 4: Identifying Rules
Topic 4A: Monitor Sentences
Topic 4B: Monitor Modifiers

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Topic 4C: Avoid Common Errors

Lesson 5: Identifying Correct Punctuation Topic
5A: Use Parentheses Correctly
Topic 5B: Use Commas, Semicolons, and Quotation Marks
Topic 5C: Use Numbers, Symbols, and Capitalization Correctly

Lesson 6: Identifying Sentence Fragments, Run-ons, and Comma Splices
Topic 6A: Identify Sentence Fragments
Topic 6B: Identify Run-ons, Comma Splices, and Solutions

Lesson 7: Improving Word Choices
Topic 7A: Identify Commonly Misused Words
Topic 7B: Identify Synonyms, Antonyms, and Homonyms

Lesson 8: Building Effective Sentences Topic
8A: Identify the Goal
Topic 8B: Consider the Audience
Topic 8C: Consider the Context

Lesson 9: Editing Effectively
Topic 9A: Use Correct Spelling
Topic 9B: Achieve Clarity

Lesson 10: Avoiding Hypercorrections
Topic 10A: Avoid Hypercorrections Topic
10B: Achieve Simplicity

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Hiring Smart - Behavioral Interviewing Techniques
COURSE LENGTH: 1.5 day(s)Overview: Behavior Interviewing is a very reliable and valid candidate selection technique based on the work of
Tom Janz, of the University of Calgary. While we all may say that past behavior is the best indicator of future
behavior, we don’t act as if we believe this when we are interviewing candidates—often because we aren’t certain
how to ask questions that will tell us about past performance.
This workshop concentrates on the pre-interview preparation, developing questions and their value, the interview
techniques that get specific, behavior-based examples of past performance, and the strategies that follow throughon this process.
In addition to the work of Tom Janz, this workshop draws from the work of Stephen Jackson, who takes the
behavioural interview one step further with a twelve-step process to hiring top performers.
What participants will learn:
At the conclusion of this program, participants will be expected to:
•
•
•
•
•
•
•
•

Have a process for creating competency requirements for any given position
Understand why behavioural interviews are two to five times more accurate than traditional interviews.
Identify and apply the principles of behaviour interviews, and performance-based selection methods.
Recognize the pattern of behavioural questions and use this pattern to design job-specific, behavioural,performance-based questions.
Enhance professional interviewing skills with effective communication strategies and behavioural interviews
techniques
Role play and practice using behavioural interviewing skills*
Develop a defensible scoring and evaluation process
Complete the process through testing and reference checking.

Pre workshop assignment: You are able to provide participants with a reading assignment prior to taking the class.
This assignment will have questions to be answered so the participants should come to the workshop prepared to
discuss their thoughts.
Suggested Workshop Outline:
Introductions/Objectives/Agenda
Pre-assignment discussion
The Importance of Hiring the Right People
The cost of hiring errors
Why Behavioural Interviewing?
From the applicant’s point of view
From a team leader/manager’s point of view
From a human resource perspective
What the research tells us about better interviewing
Before the Interview
Gather the Pieces for the Pattern: Conduct a Job Analysis
Recognize critical incidents
Identify competencies and performance dimensions

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Develop job descriptions
Prepare neutral job applications
Forming the Interview Questions
Identifying the pattern
Writing the questions
Developing the response you are looking for
Consistent Resume Screening
Defensible
Efficient
Developing an Interview Format
Develop rapport
Structure the interview process
Gather predictive information
Sell your organization
Gain a commitment
Conclude the interview
Ethical and legal issues
Interviewing Techniques
Create a comfortable atmosphere
Ask open questions and probe answers
Use active listening skills
Pause, clarify, summarize
Record applicant responses
Interviewer Errors to Watch Out for
Leniency/stringency
Error of central tendency
Halo/horns effectTalking too much
Rating Interviews
Rating errors and how to avoid them
Valuing and scoring candidate responses
Testing
Performance based assessments
Other tests
Reference Checks
A reference check format
Alternatives to a formal reference check
Conduct Practice Interviews*
Final Review

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Human Resources Training: HR For The Non HR Manager
COURSE LENGTH: 1.5 day(s)This overview of human resource issues facing today's business owners, managers and human resource support
staff. You do not always have the expertise to deal with the many employee relationship issues you face, and yet
you will be expected to make decisions that are both effective and legal.
Learning Objectives:• The latest trends in the human resource field and the changing role of the human resource professional• How human resource planning and the organization’s strategic plan work together.
• How to write job specifications and identify core competencies• Methods of finding, selecting and keeping the best people using behavioral description interviewing techniques.
• How to get employees off to a good start• How to deal with compensation and benefits• How to maintain healthy employee relations• How to make performance appraisals a cooperative process
The Agenda:
Introductions/objectives/agenda
Trends affecting HR
Forecasting needs/succession planning
Skills inventories/emotional intelligence
Job analysis
Job competencies
Job descriptions
Job applications
What's wrong with traditional interviews?
Guide for an objective interview
What is BDI?
How does a BDI interview rate
BDI Patterns
Critical incident techniques
Format for an interview
How to rate interviews
Testing
Checking references
Orientation programs
Why have one?
What should they look like?
Planning for Training
Learning Styles
Adult Learning Principles
Flow chart for a needs assessment
Internal vs. external training
Criteria for working with external consultants
Employee training plans
The employee handbook
Absenteeism
Advantages of performance appraisals

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Pre-preparation for appraisals
Designing the appraisal form
Employee preparation for appraisals
Conducting the appraisal
Follow-up for performance appraisals
Diversity
Compensation equity
Compensation issues What
benefits do employees want?
Positive Discipline
Exit Interviews Certificates,
evaluations

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Inventory Management The Nuts & Bolts Of Inventory And Warehouse
Management
COURSE LENGTH: 1.0 day(s)INVENTORY MANAGEMENT: CONCEPTS AND PRACTICES
1.

THE CONCEPT
A.
What is inventory?
B.
Why is stock important?
C.
What are our goals and objectives?
D.
Who are our customers?
Internal Customers & External Customers•
Manufacturing & Distribution•
Public Sector

2.

ASSESSING THE QUALITY AND
COMPETENCY OF STAFF
A.
Hiring for the position
B.
Evaluation of traits affecting performance
C.
Motivation - The people problem

3.

MANUAL TO AUTOMATED SYSTEM
A.
Learn what constitutes a good manual system
B.
Understanding key functions and terminology•
How to calculate “Order Quantities”•
How to set “Reorder Points”•
How to set “Safety Stock Levels”•
How to factor in “Lead Times”•
Learn formulas and practice exercise

4.

DEVELOPING A STRATEGY FOR IMPROVEMENT

5.

ACHIEVING AND MAINTAINING
INVENTORY ACCURACY
A.
Physical countB.
Cycle counts
C.
Inventory records & reports
D.
Bar coding

6.

STOCK LOCATION MANAGEMENTA.
Efficient space management
B.
Positive item identification
C.
Conserve time, labor, & equipment
D.
Sample locator system
E.
Material handling equipment

7.

SHIPPING AND RECEIVING OPERATIONSA.
The importance of these functions and how they relate
customer service.

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8.

DEVELOPING YOUR INVENTORY MANAGEMENTSTRATEGYA.
Establish your mission statement
B.
Identify key factors to establish goalsC.
Set business and inventory management objectives
D.

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Leadership Training - Becoming Leadership Material
COURSE LENGTH: 2.0 day(s)Management Development 1: Leadership: Becoming Management Material
Overview: If you are in line for a promotion, or are moving into management in your organization, this is a first stepon the road to success. Now is the time for big picture thinking and sharing your vision with your team. Learn ways
to communicate clearly and openly in order to get things done. Identify your team player style and your leadershipstyle profile, and discover ways to use this knowledge to manage more effectively. Build a relationship with yourmanager and develop a support system of your own. Understand how to motivate and challenge your employees
by delegating and coaching for excellent performance. . In this workshop you will discover practical and innovative
ways to handle your most challenging responsibilities, from managing meetings to managing your team.
Pre-assignment:
You will be asked to complete a “Career Development Profile” and bring it to the workshop with you for in-classdiscussion.
Learning Objectives:• Define your role as a manager and identify how that role differs from other roles you have had.
• Understand the management challenge and the new functions of management• Discover how you can prepare for and embrace the forces of change• Identify ways to get you and your work space organized, and get a jump on the next crisis.
• Identify your leadership profile and explore ways to use this knowledge to improve your success as a manager.
• Enhance your ability to communicate with others in meetings and through presentations.
• Create an action plan for managing your career successWorkshop Outline:
Introductions
Learning Objectives
AgendaDiscussion of pre-assignment
The Management Challenge
The new rules of the workplace
Building trust
Energizing your team
Empowering your teamSupporting your teamDeveloping personal mastery
Assignment:
Team Project
Dealing with ChangeVideo: Who Moved My Cheese?
Preparing for your journey of change

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Enabling others to handle change
Communication
Commitment
Participation
Celebrating victories
Seven steps for breaking through organizational gridlock
Getting OrganizedStart with your desk
Work with your plannerSet your priorities
Get a jump on the next crisis
Leading vs. Managing
What leaders do
Direction thinking
Consequential thinking
Communication skills
Influence strategies
What managers do
Quality vs. productivity
Principles of variation
Macro and micro managing
Inspiring Employees to Better Performance
The greatest management principle in the world
Creating a supportive environment
Measuring individual performance
Five steps for training high performers
Providing performance feedback
Getting feedback for your performance
Speaking Effectively
To get action
To inform
To convince
Introducing speakers, accepting and presenting awards
Conducting Effective Meetings
Your role as manager
Building the agenda
Staying on track
Getting everyone to participate
Creating a comfortable atmosphere
Facilitating open discussion
Interventions you can use
After the meeting
Attending Other People’s Meetings
Managing Your Career
Building your relationship with your manager

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Anticipating and initiating
Team Presentations
Review/Personal Action Plans

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Management Skills For The Administrative Assistant
COURSE LENGTH: 1.0 day(s)Overview: This is a two-day workshop intended to help those in support positions understand their roles andresponsibilities. They will discuss new strategies for handling their workload, through enhancing organization skills
and ability to prioritize. They will also explore ways to work effectively in a team environment, by enhancing criticalcommunication skills.
Learning Objectives:• Understand the importance of a professional presence on the job.
• Improve ability to organize, plan, prioritize and self-manage.
• Identify ways to problem-solve more creatively• Improve critical communication skills such as listening actively, and asking open questions to gather
information.
• Develop strategies for managing difficult situations and people
Workshop Outline and Methodology:
Facilitators use a variety of training methods for each workshop, including large group discussions, individual workand reflection, small group discussions and exercises, case studies and simulations for role play. Videos that are
applicable will form a part of some workshops.
Customization will be based on information provided by the human resource department or the individual
department prior to the workshop. These will be interactive workshops with a 40/60 split between concept/theory
and practical application of skills discussed. Class size should be kept under 20, whenever possible, so eachparticipant will have the opportunity to gain techniques for the types of situations they deal with or expect to deal
with.
Introductions, Learning objectives and Agenda (Introductions in a large group discussion, followed by an exercise
to put everyone at ease)Pre-assignment
Personal Best, Professional Best (Participants do an exercise based on their impressions, and then discuss “first
impressions” and how wrong they can be, but how pervasive they are)
You and your self-esteemFirst impressions
What your supervisor/manager values (A large group discussion about expectations and the importance ofunderstanding your role in the organization. The discussion then moves on to organizing your workspace, andplanning your work, so you can prioritize)Your role
Planning and prioritizing
Working as a Team (The group put together a jigsaw puzzle, with the underlying message that we all have a role toplay and we work interdependently as a team)
The team of two
The office teamTaking Control of Communication (The group defines communication, and identifies the barriers that must be
overcome, with an exercise to illustrate how easy it is to misinterpret messages. They then determine what they
can do to improve communication in their organization. ½ hour)
Barriers to communication

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Questioning techniques (A large group discussion of the advantages of open questions, some examples ofgood open questions we can ask, how we can probe, and an exercise for finding common ground-1/2 hour)
Probing
Active Listening (An exercise, followed by a discussion of active listening techniques)Non-verbal Communication-(An exercise to demonstrate the different ways one’s body language can beinterpreted)
The Written Word (This is a discussion, followed by exercises to illustrate the key elements of good written
communication—the clear, concise, complete, correct formula).
The four C’s of communication
Punctuation pointers
Comma faults
Spelling
Proofreading
Review
Reconnect (A group exercise to elicit feedback and focus the group on the topic)••••

Dealing with Difficult People (A large group discussion about the people who annoy us and whether wemight be contributing to the problem)
Dealing with criticism (using curiosity when you meet genuine criticism and the “fogging” technique formanipulative criticism, with some opportunity to practice these techniques-1/2 hour)
Managing other people’s anger (Large group discussion of warning signs and ways to deal with the anger,
followed by an exercise, completed in pairs, of ways to deal with difficult people-3/4 hour
Connecting with People (Discuss the acronym SOFTEN, and then the six steps suggested by Dale
Carnegie for winning friends and influencing people, with two exercises to demonstrate ways to do this)(A short exercise to get people energized after the lunch break)
Problem-solving in the Workplace (Large group discussion of the six steps to problem-solving, followed by teamdiscussion of some of the common problems participants face in a workplace setting, and their responses, withfeedback)
Stress Options you can use right now (Participants work in teams, as music plays in the background, to list those
things they do to aggravate stress and those things they do to alleviate stress, and what changes they are preparedto make, so their stress is more manageable)
Review-each participant is to write down 3 characteristics of an effective support person, and through a process of
exchange, elimination and consensus, the group should arrive at the top three characteristics for anyone in support
to possess.
Personal Action Plan (Individual exercise)

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Managing Conflict
COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTIONThis course will assist you in understanding and implementing strategies that will help to manage conflict
effectively.
COURSE OBJECTIVE: You will identify the sources of conflict and how to manage conflict effectively.
TARGET STUDENT: Any business professional who encounters conflict in the workplace.
PREREQUISITES: There are no prerequisite skills for this course.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:develop skills to assess a conflict situation and monitor your reaction to the conflict. utilize
effective communication techniques to manage conflict in a proactive manner. resolve conflictthrough identifying it's source, and determining and implementing the best solution.
COURSE CONTENT

Lesson 1: Recognizing Conflict
Topic 1A: Identify Your Personal Reaction to Conflict
Topic 1B: Develop a Healthy Attitude Toward Conflict
Topic 1C: Assess the Situation
Topic 1D: Avoid Conflict Escalation

Lesson 2: Responding to Conflict Topic
2A: Actively Listen
Topic 2B: Communicate Effectively
Topic 2C: Respond to Negative Tactics

Lesson 3: Resolving Conflict
Topic 3A: Identify the Source of the Conflict
Topic 3B: Determine the Best Solution Topic
3C: Implement the Solution

Managing Innovation And Creativity
COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTION: Businesses are constantly looking for innovative ideas that will put them one step aheadof their competitors. In order to arrive at a truly new idea, a team leader or manager must understand how tomanage the innovation process. This course offers effective managerial strategies that address the organizational
aspects of managing a creative team, supporting that creativity, moving an idea to implementation, andtroubleshooting ideas to help guide a team through the innovation process.

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COURSE OBJECTIVE: You will identify how a creative team works and what your role is as team leader. You will
explore how to lead a creative team from idea to implementation and how to troubleshoot problems in theinnovative process.
TARGET STUDENT: Any manager or team leader who wants to guide a team of creative individuals to maximum
productive innovation.
PREREQUISITES: Recommended courses: Business Writing, Presentations and Practical Leadership.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:
manage the creative environment. examine the process of movingfrom idea to implementation.
COURSE CONTENT

Lesson 1: Managing the Creative Environment
Topic 1A: Support Creativity
Topic 1B: Manage a Creative Team
Topic 1C: Troubleshoot the Creative Environment

Lesson 2: Moving from Idea to Implementation
Topic 2A: Choose the Best Project for Implementation
Topic 2B: Refine Ideas
Topic 2C: Decide to Implement or Abandon an Idea
Topic 2D: Troubleshoot During the Implementation Phase

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Marketing And Sales
COURSE LENGTH: 0.5 day(s)A small marketing budget doesn’t mean you can’t meet your goals and business objectives – you just have to be
more creative in your marketing tactics. This one-day workshop will show you how to get maximum exposure atminimum cost. Learn effective, low-cost and non-cost strategies to improve sales develop your company’s image
and build your bottom line.
Learning Objectives:• Recognize what we mean by the term “marketing”.
• Discover how to use low-cost publicity to get your name known.
• Know how to develop a marketing plan and a marketing campaign.
• Use your time rather than your money to market your company effectively.
• Develop a budget for your marketing activities, based on the amount of dollars you have available, and stick toyour budget.
• Identify strategies for finding and keeping customers.
Course Outline:
Introductions
Course goals/personal goals
Defining marketing
Pre-assignment
TrendsMarketing strategies and researchMission statements
Brochures
Trade shows
Four Ps of marketing
Market Planning
Advertising
Increasing businessNetworking
Communication tips
Review/Application/Evaluation

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Motivating Training - Motivating Your Workforce
COURSE LENGTH: .5 day(s)Overview: It’s no secret. Employees who feel they are valued and recognized for the work they do are more
motivated, responsible and productive. This is a busy one-day workshop to help supervisors and managers createa more dynamic, loyal and energized workplace.
This program is designed specifically to help busy managers and supervisors understand what employees want,
and to them a starting point for creating champions.
How you will benefit:•
Identify ways to link motivation to employee performance•
Recognize the external factors that can influence performance•
Discover ways to build and encourage employee accountability•
Learn effective strategies to encourage and sustain employee trust•
Explore ways that laughter and humor can enhance morale and increase motivation
Pre-course preparation:
Participants are asked to prepare for this training session by thinking about the answers to the following questions:
What is it that motivates you?
What are your biggest fears? How do they motivate you?
What are your greatest desires? How do they motivate you? Do
you think you focus more on rewards or on penalties?
Be prepared to defend your answers
Course Outline:
Introductions and Pre-assignment
Motivation is an “inside” job
The three most common ways to motivate employees:
Fear
Incentives
Personal growth
Working with Human Nature
Maslow’s Hierarchy of Needs
Linking Motivation to Performance
Define expectations
Set realistic standards and goals-together!
Document what you agree on—their course of action
Be clear about rewards
Be a role model
Build Trust and Hope
Respect your employees
Do what you say you are going to do
Watch what you say and how you say it

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Communicate openly
Show your human side
Practice friendliness
Sustaining Employee Motivation
Create and share a vision of the way everyone should be treated
Recognize excellent performance
Be accessible
Keep everyone informed
Spend time coaching and teaching
Review Personal
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Motivating Your Employees

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COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTIONThis course will assist you in understanding and implementing strategies that will help to motivate your work force.
COURSE OBJECTIVE: You will identify motivation and the factors that influence it. You will also implement
managerial strategies to increase employee motivation, to improve job performance, and ultimately to create aselfmotivated work force.
TARGET STUDENT: This course is intended for new managers, especially those with direct reports, who areresponsible for increasing employee motivation and job performance.
PREREQUISITES: None.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:
Identify employee motivation levels and needs.
Apply strategies to help motivate employees.
Apply strategies that create self-motivated employees.
COURSE CONTENT

Lesson 1: Understanding Motivation
Topic 1A: Recognize the Importance of Motivation
Topic 1B: Assess Employee Motivation Levels
Topic 1C: Meet Employee Motivational Needs

Lesson 2: Motivating Employees
Topic 2A: Retain Good Employees
Topic 2B: Communicate Effectively
Topic 2C: Clarify Expectations
Topic 2D: Provide Effective Feedback
Topic 2E: Establish Goals
Topic 2F: Choose Rewards

Lesson 3: Encouraging Self Motivation in Employees
Topic 3A: Encourage Self Motivation
Topic 3B: Create a Bond with the Organization
Topic 3C: Provide Professional Growth Opportunities
Topic 3D: Build a Sense of Accomplishment Topic
3E: Encourage Enthusiasm

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Negotiating For Results
COURSE LENGTH: 1.5 day(s)Training Format: Instructors understand and use up-to-date training techniques and a variety of training methods,
including lecturettes, group discussions, case studies, problem solving exercises, and visual aids, to give allparticipants the best opportunities for learning.
Participants' handbooks will note key points, accommodate handouts, and provide space for individual learning.
These workbooks will serve as a reference for individuals upon completion of this course.
Workshop Objectives: At the conclusion of this workshop, participants will be expected to:• Understand the benefits of good negotiating skills.
• Identify those techniques that will be most effective in stressful negotiation situations.
• Have the opportunity to practice the “how to” of these skills in a supportive environment• Recognize the stress that often accompanies negotiations and have some options for managing that stress.
Pre-Workshop Assignment: Participants will be asked bring to the workshop some examples of recent
negotiating situations, including a situation they felt they handled well, a situation that could have been handled
better, and a situation that they felt uncertain about. Participants will be asked to be prepared to share theseexamples with others in the group.
Agenda:Introduction
IcebreakerWorkshop Goals and Agenda
Defining Negotiation
Sharing Examples
The Four Greatest Human Fears and Their Implications for Negotiation Success
Humiliation
Rejection
Loss of Power
FailureNegotiation Essentials
Preparation
Organization
Hot Buttons
BATNA-Best Alternatives to a Negotiated Agreement
Five Challenges to the Negotiating Process and What to Do About Them
Negative Emotions
Negotiating Habits
Skepticism
Perceived power
Your Reactions
Human Reactions: Yours and Theirs
Strike Back
Give in

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Break off
Stone Wall
AttackTrick
Buying Time to Think
Pause
Review and Summarize
Take a BreakGet People on Your Side
Defuse negative Emotion: The Communication Tunnel
Get Them to Listen: Active Listening Techniques
Build a Working Relationship
Establish trust and rapport
Watch your words
Choose “I” vs. “You” statements
Engage in Problem-Solving
Reframe Situations
Ask Questions
Open vs. closed
ProbesAvoid “Why?”
Recognize the Problem
Define Results Wanted
Generate Alternatives and Agree on a Solution
Keep Implementation in Mind
Make It Easy to Say “Yes”
Four common Obstacles to Agreement
Not their idea
Unmet interests
Fear of losing face
Too much too fast
Handling These Obstacles
Involve them
Build on their ideas
Offer choices
Don’t overlook basic human needs
Don’t rush the finish
Make It Hard to Say “No”
EducateExplain Consequences
Reaffirm Commitment
The Conclusion
End on a Positive Note
When it’s Over, Leave

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Managing Your Stress
Recognizing Stress
Techniques to Manage Stress
Review and Action Plan
Evaluation
Suggested Workshop Agenda ½ Day
Pre-Workshop Assignment:
Participants will be asked to keep track of situations where they are called upon to use their negotiation skills, andto bring examples of these situations to the follow-up session for class discussion.
Ice Breaker
Review of Session One
Class Discussion of Participant Experiences.
Advanced Negotiating Skills
Adapt Your Approach to the Person
The Wizard of Oz
Negotiation Exercise
Review and Action Plan
Evaluation
Post-Workshop Follow-Up:
Participants will be asked to complete an impact evaluation, 6 weeks after the conclusion of the two days of
training, to determine whether they feel the training was valuable to them and whether they were able to use theconcepts discussed when they were back in the workplace.

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Negotiating Skills

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identity intelligence®

COURSE LENGTH: 1.0 day(s)COURSE OBJECTIVE: You will perform the basic steps in a business negotiation.
TARGET STUDENT: Business professionals who may or may not be in a supervisory position and want to learn
negotiating skills.
PREREQUISITES: There are no prerequisite skills for this course, however, you might be interested in the following
related courses: Communication Skills, Business Presentations, and Business Writing: From Email to Proposals.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES: Upon successful completion of this course, students will be able to:prepare to negotiate in a business environment. initiate negotiations and follow through on their results.
negotiate with your partner. follow through on acompleted business negotiation. negotiate inunique business circumstances.
COURSE CONTENT

Lesson 1: Preparing to Negotiate
Topic 1A: Establish a Successful Mindset
Topic 1B: Research the Other Party
Topic 1C: Determine the Value of the Item Being NegotiatedTopic 1D: Determine Where You'd Like Negotiations to Take Place
Topic 1E: Establish Your Best- and Worst-Acceptable Outcomes
Topic 1F: Research Your Best Alternative to a Negotiated Agreement (BATNA)

Lesson 2: Initiating Negotiation: Establishing the Ground Rules
Topic 2A: Establish Rapport
Topic 2B: Establish Your Status
Topic 2C: Choose the Communication Method for Negotiation
Topic 2D: Establish the Rules of Engagement
Topic 2E: Set a Timeline
Topic 2F: Establish How Negotiation Results Will Be Communicated and Implemented

Lesson 3: Negotiating
Topic 3A: Encourage the Other Party to Issue the First Proposal
Topic 3B: Make the First Proposal
Topic 3C: Counter the Offer or Proposal
Topic 3D: Accept an Offer or Abort Negotiations
Topic 3E: Work Through an Impasse

Lesson 4: Following ThroughTopic 4A: Evaluate the Success of the Negotiation
Topic 4B: Follow Up on the RelationshipLesson 5: Negotiating in Special Circumstances

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Topic 5A: Cross-Cultural Negotiation
Topic 5B: Cross-Generational Negotiation
Topic 5C: Negotiation with Supervisors and Subordinates

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Orientation Handbook - Getting Employees Off To A Good Start
COURSE LENGTH: 1.0 day(s)Getting Employees off to a Good Start: Orientation, Training and Handbooks
One reason people change jobs is that they never feel truly welcome or a part of the organization they join. If a
company spends considerable money recruiting, interviewing and perhaps even relocating employees, it makes
good sense to go one step further and make the new employee feel like they have made a good decision to cometo this company.
A thoughtful new employee orientation program, coupled with an employee handbook that communicates
workplace policies can reduce turnover and save that organization thousands of dollars. Whether your company
has two employees or two thousand employees, don’t leave new employee orientation to chance.
Learning Objectives:• Understand how important an orientation program is to an organization• Identify role of the human resource department in the orientation program• Recognize how the “commitment curve” affects both new employees and their managers.
• Know what companies can do to “deliver their promise” to new employees.
• Determine the critical elements of effective employee training• Establish the importance of having an employee handbook for new and long-term employees.
Course Outline:
Introductions, objectives, agenda
Discussion of Pre-assignment
An overview of retention practices in your organization
Building employee commitment
Exercise
Clarity, competence, influence, appreciation
Perceptions during orientation
Mistakes to avoid in orientation
Eight orientation habits
The Commitment CurveYour Orientation Program
FAQs about Orientation
Reconnect: Feedback exercise
Employee Training in your organization
Learning Styles Inventory
Working with External Providers
Adult learning Principles
Creating Employee Manuals
Practical application
Review
Personal Action Plans and Evaluations

Performance Management
COURSE LENGTH: 0.5 day(s)

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COURSE DESCRIPTION
Performance management is a style of management designed to improve the performance levels of employees bycreating and implementing performance management plans and through coaching and feedback.
COURSE OBJECTIVE: You will prepare, create, and implement a performance management plan.
TARGET STUDENT: Managers, supervisors, human resource personnel, and team leaders.
PREREQUISITES: There are no prerequisite courses for this course.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:prepare to create a performance management plan. create aperformance management plan. implement a performance
management plan.
COURSE CONTENT

Lesson 1: Preparing to Create a Performance Management Plan
Topic 1A: Review Organizational and Departmental Objectives
Topic 1B: Verify Job Descriptions and Employee Performance Cycle Objectives Topic
1C: Request Information for Performance Appraisals

Lesson 2: Creating the Performance Management Plan
Topic 2A: Draft the Employee Appraisal
Topic 2B: Deliver Feedback to Employees
Topic 2C: Create an Employee Performance Plan
Topic 2D: Create an Incentive Plan
Topic 2E: Create a Development Plan

Lesson 3: Implementing a Performance Management Plan
Topic 3A: Collect Information
Topic 3B: Create Documentation
Topic 3C: Provide Coaching and Feedback
Appendix A: Sample Performance Appraisal FormAppendix B: Sample Employee Performance Plan Document

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Performance Management - Managing Employee Performance
COURSE LENGTH: 2.0 day(s)Who Should Attend: A course for supervisors who wish to acquire a further understanding of the supervisory
management position, to better understand themselves and others through completing and interpreting theapplication of the Myers-Briggs Type Indicator, to develop their problem solving and decision making skills, and to
explore performance management issues.
Training Format: Instructors understand and use up-to-date training techniques and a variety of training methods,
including lectures, discussions, individual exercises, role plays and visual aids, to give all participants the best
opportunities for learning.
Participants' handbooks will note key points, accommodate handouts, and provide space for individual learning.
These workbooks will serve as a reference for individuals upon completion of this course.
Workshop Learning Objectives:
Participants who complete this course will:• You will better understand yourself and your personality preferences and temperament• You will learn to use your strengths and work on your challenges to be a better communicator and team leader• You will become more adept at analyzing workplace problems and have a variety of techniques for solving
these problems• You will have a process for managing employee performance, from a structured interview process to a
structured performance review
Pre-course preparation:
Participants are asked to prepare for this training session by completing a pre-workshop questionnaire as an
informal way of determining their own preferences.
Workshop Outline:
Introductions, Personal Learning Objectives, Agenda
Understanding Ourselves and Others
History of the Myers Briggs Type IndicatorYour pre-workshop assignment
MBTI assessment
MBTI interpretation
Your Temperament - A Shortcut to Understanding You
A description of each temperament
Video: The Three Basics
The Supervisor as a LeaderYour communication style and the MBTIYour leadership style and the MBTIThe Supervisor and the TeamHow the MBTI applies to teams
Your team, its strengths and challenges
Team predictions and your team dynamics
The Recruitment and Selection Process

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The importance of hiring good employees
Position descriptions
Interview questions
Probing responses
Clarifying Workplace Roles & Expectations
Setting Performance Standards
Who should set them
Performance Feedback
Give positive feedback
Give critical feedback
Learn to accept feedback
Problem Solving
The problem solving process
The six-step problem-solving process
Establishing criteria for sustainable solutions
Tools for exploring options
Cost benefit analysis
Pros and Cons
Brainstorming
Decision Making Types and When to Use Them
Autocratic decisions
Consultative decisions
Group decisions
Resolving Interpersonal ConflictYour preferences and conflict
The nine ground rules that empower you
The Shared Management Model
The supervisor’s role
The employee’s role
Managing Employee Performance
Defining expectations
Documenting performance
Planning your performance review
Conducting performance review
Following up on employee review
Maintaining performance
Dealing with problem employees
ReviewCommitment to an action plan
Evaluations
Follow-up: Participants are asked to follow the action plan to which they committed themselves and to complete an
impact evaluation at the end of a 60 day period, to show how the strategies from the training session were helpful(or not).

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Practical Leadership

YOU. Only Better.®
identity intelligence®

COURSE LENGTH: 1.0 day(s)COURSE DESCRIPTION
Up to this point in your career, you have been a successful employee or individual contributor, or have recently
been promoted to manager. You have developed skills to be successful in your field. In this course, you will learn
the practical skills you need to be an effective leader in your organization.
COURSE OBJECTIVE: You will learn practical leadership skills.
TARGET STUDENT: New managers and individual contributors seeking to develop or enhance leadership abilities
with practical skills.
PREREQUISITES: You should possess experience working in an organization as an individual contributor or
possibly as a manager. In addition to this course, you may want to consider the following related courses: Basics ofEffective Communication, Persuading Others, Recognizing Employee Performance, and Setting Performance
Goals and Expectations.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to:describe the transition from your role of individual contributor to that of a leader.
develop an effective team. identify techniques for leading diverse groups toachieve business results. identify skills required to focus and lead your team toachieve business results.
COURSE CONTENT

Lesson 1: Transitioning from Individual Contributor to Leader
Topic 1A: Define Leadership
Topic 1B: Identify Your Leadership Style
Topic 1C: Redefine Your Role

Lesson 2: Developing an Effective Team
Topic 2A: Develop an Effective Team
Topic 2B: Coach for Performance
Topic 2C: Influence for Results
Topic 2D: Empower Your Team Members
Topic 2E: Lead Your Team Through Organizational Change

Lesson 3: Leading Different Types of Teams
Topic 3A: Work with Different Types of Teams
Topic 3B: Overcome Communication Barriers
Topic 3C: Overcome Issues Among Team Members Lesson

4: Aligning Your Strategy for Business Results
Topic 4A: Identify Core Values
Topic 4B: Write a Vision Statement
Topic 4C: Establish a Mission Topic
4D: Develop Goals

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Problem Solving & Decision Making
COURSE LENGTH: 1.5 day(s)Overview: As an individual, facts and knowledge can only go so far. Solving tough problems requires the ability todefine the true problem, analyze the possible causes, create options, select the most feasible option, and thenimplement it. This two-day workshop should help individuals enhance their efforts to find sustainable solutions andlearn new ways to approach problem-solving to reach win-win decisions.
Pre-assignment: Participants are asked to complete a “Personal Values” questionnaire and identify the 10 mostimportant values in their life. They are also asked to come to the workshop prepared to share with the group one
workplace problem they have been experiencing.
Learning Objectives:•
Increase your awareness of problem solving steps and problem-solving tools•
Distinguish root cause from symptoms to identify the right solution for the right problem•
Improve your problem-solving and decision making skills through identifying your own problem-solving
style•
Improve your ability to participate in and communicate about a collaborative problem-solving process•
Recognize the top ten rules of good decision making
Workshop Outline and Methodology:
Introductions, objectives, agenda
Pre-assignment
Learning Style Inventory
Scoring and interpretation
Practical application in problem solving
Define a “problem”
Describe the “ideal” problem solver
Identify the types of problems encountered
The Problem Solving Model
Define the problem
Perception
Definition
Analysis
Generate alternatives
Brainstorming
Checkerboard
Adapt or build on the past
Evaluate options
Criteria checkerboard
Evaluate options

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Sort by category
Rank order
Advantages/disadvantages
Pro/conWhat I like
Select the final solution
Consensus
Straw voting
Multi-voting
Negative voting
Revisiting earlier
Problem-Solving Outcomes
Win/lose
Lose/lose
Win/win
Other problem solving techniques
Legitimize problems
Best/worst/most probable
Problems as Given/Problems as Understood
Lasso
Is/Is notDiagram/Fishbone
Basic Questions
Break into components
Force field analysis
Ask an expert
Types of Decisions
Autocratic
ConsultativeGroup
Guidelines for making good decisions Making
bad decisions

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Project Management Training - Understanding Project Management
COURSE LENGTH: 2.0 – 3.0 day(s)Overview: This program focuses on understanding project management and business process improvement. It is
specifically recommended for “seasoned” supervisors or managers who are expected to fulfill their supervisory
duties of “getting work done through the efforts of others” as well as work on innovative projects that focus on
improvements opportunities. They are expected to add value based on their in-depth understanding of theirorganization, their industry and their resources.
Learning Objectives:• Understand just what is meant by a “project”• Develop the skills a project manager must have
• Develop methods for keeping the team focused and motivated and the customer satisfied.
• Identify simple techniques and tools for planning and tracking your project• Recognize what steps must be taken to complete projects on time and on budget• Enhance ability to sell ideas to the sponsor, the customer and the team through meetings and presentations• Understand ways to add value to your organization
Workshop Outline and Methodology:
Facilitators use a variety of training methods for each workshop, including large group discussions, individual workand reflection, small group discussions and exercises, case studies and simulations for role play. Videos that are
applicable will form a part of some work shops.
Customization will be based on information provided by the human resource department or the individual
department prior to the workshop. These will be interactive workshops with a 40/60 split between concept/theory
and practical application of skills discussed. Class size should be kept under 20, whenever possible, so eachparticipant will have the opportunity to gain techniques for the types of situations they deal with or expect to deal
with.
Introductions/Learning objectives (A large group exercise where participants get to know one another and then do
an exercise to know one another better and feel comfortable in the group setting-3/4 hour)
•
•
•
•
•
•

Pre-assigned reading (Discuss the concept that each of us do projects and how to prepare ourselves to be“accidental project managers”. Discuss projects and how we find or are assigned a project)
What is a “project”?
How “projects” fit into the 21st century workplace
Projects that are worthwhile doing (Discuss how to know when projects add value to the organization andwhen you have the time, commitment and resources to do them)
Selling your project (How do you sell your project)
The stakeholder roles

Your Role as a Project Manager (Discuss the three types of project manager, and what your various roles will be ineach of the four stages of a project, with exercises to demonstrate your4 various roles-1 hour).
•Relationship with your project sponsor•
Understanding the scope of the project•
Dealing with dual responsibilities•
Your leadership role•
Your interpersonal role•
Your informational role•
Your decision making role

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www.identity-intelligence.org(An energizer for after lunch)
The Seven Traits of a Good Project Manager•
Enthusiasm•
Ability to manage change (The four room apartment)•
Tolerant of ambiguity•
Team builder/negotiator (A survival exercise)•
Customer service orientation (A checklist)•
Understand priorities (an exercise on prioritizing the project tasks ½ hour)•
Knowledge of the industry
Assignment-participants are given further directions for developing their own project (only for classes running for 3
days)(Participants work in teams to identify project activities, determine their order, how long each activity would takeand then prepare a work breakdown structure)
The Team Meeting (A large group discussion about working with your team, whether you get to choose them orthey have been chosen for you-1/2 hour)
Choosing your teamDefining roles
Before the meeting•
Information gathering•
Agenda planning
During the meeting
•
Goals
•
Completion Date •BudgetAfter the meeting•
Follow-up•
Follow through(At the end of this discussion, you will prepare for a meeting as a small team, and role play a 15 minute segment of
this for your group)
Resolving Conflict (Large group discussion on issue resolution. Group have a case study they are to resolve andthen role play-1 hour)
Planning Tools (Participants discuss various tools, and have the opportunity to use each tool in an exercise)•
Cost benefit analysis•
Dependency chart•
Milestone & Gannts•
Critical path•
Other tools
Charts, Costs and other Puzzles•
Tracking tasks•
Coping with delays•
Making adjustments•
Finding and fixing mistakes
Communication (I /4 hour)•With the sponsor•
With the team

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Controlling Costs (Participants go back to the work breakdown structure from the morning to build their budget- 1
hour)•
Building a budget•
Budget control•
Monitoring and controlling the budget
Exiting a Project (Large group discussion on how to let go of a project)•
Inclusion•
Integration•
Extinction
Presentation Skills(In any remaining time this morning participants work on their projects)
The Assessment Process (Discussion of the project –1/4 hour)•
What went well•
What flopped
What is Your Next Project•
Benchmarking•
Best practices•
Critical evaluations
Individual/team presentations
Review (The weakest project management link)
Personal Action PlanYour Project
During the first day of the workshop, you will be asked to identify a project or assignment from your workplace thatyou can work on during the remainder of the training. On the afternoon of the third day, you will be asked to make ashort presentation on your project.

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Public Speaking: Tools for Confident Communication
COURSE LENGTH: 1 day(s)MAIN OBJECTIVES:• Overcoming Fear / Building Confidence• Understanding & Using Proven Public Speaking Tips & Tricks• Using Public Speaking & Communication Skills as a Personal & Professional Lifestyle ToolOUTLINE:
Earning Potential / Data Statistics
7 Reasons Why Speakers Flop
Quick Tricks for
Public Speaking
Analogy & Metaphor
Life Speech Filter
Open Ended Questioning
Problem-Solution-Challenge
Being True To Yourself
Keeping It Positive
Above Board Speech
Tasteful Humor
Praise & Criticism
Slander
The Great Art of Story Telling
Postmodernism
Wisdom Above Legalism Must-Know
Stories
Who Am I?
Why Am I Here?
My Personal & Corporate Vision Story
Disarming
I Know What You Are Thinking & Pink Elephants
Articulating Values through Story
Do's & Don'ts in Story Telling
Avoid Pomposity
Boredom & Long-windedness
Guilt & Fear: Avoiding Manipulation in Speaking
Tapping Humanity
Hope
Communication Philosophy
Transactional vs. Transformational Leadership
Always Over Communicate
Life Is Negotiation
Public Speaking Using Presentation Software
Why Use It?
Multimedia Types
Presenter Notes
Multimedia Usage
Multimedia Slides
Observe a Speech and Review Tools Used in Speech
Attention Getters

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Shocking Facts
Stories
Quotations
Problem-Solution-Challenge
Phases & Types of Presenters
Avoider
ResisterAcceptor
SeekerAnxiety Reducers
Organize
Visualize
Practice
BreatheRelax
Release Tension
Move
Eye Contact
Initial Stages:
Preparation Checklist
Establishing Objectives
The Audience: Values, Needs, & Competencies
Clustering
Preview & Review
Hooking Catchy Intros & Backgrounds
Visual Aids
Leveraging Anxiety
Energy & Synergy: Ebbs & Flows of the Speech
Rehearsing
Q&A: Anticipating the Questions
Body Language

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Running Effective Meetings: The C.A.N.V.A.S. Model
COURSE LENGTH: 1.0 day(s)LEARNING OBJECTIVES:

•
•
•
•
•
•
•
•

Understand how to use meetings as a management tool
Employ the key planning steps that ensure meeting effectivenessDefine the intended minimum and optimum outcomes for meetings
Apply tools and methods for facilitating efficient and productive meetings
Understand how to create participative meeting environments
Manage participant behavior as a facilitator
Develop accountability & follow through after meetings
Develop commitment & specific actions to improve meetings in which you personally participate

THE BENEFITS THAT WE ARE SEEKING:

•
•
•
•

Elimination of unnecessary meetings
Increased meeting productivity
An organizational culture that promotes results based meetings
Improved team and organization communication and performance

OUTLINE:
Lesson 1 – Meetings as a Management Tool

•
•
•
•
•
•

Three Primary Purposes for Meetings
Top 4 Frustrations Of Meeting Attendees
Factors that Influence Determine Meeting Effectiveness
Effect of Meetings on Productivity
Calculating Meeting Salary Cost
Meeting Communication Elements Chart
Meeting Effectiveness vs. Meeting Efficiency

Lesson 2 – PLANNING the Meeting
Meetings Step 1 – C.larity

•
•
•
•

Fundamental Purpose of Meetings
Meeting Purpose & Planning Framework Table
Establish Leadership
Primary Skills of the Leader
Rate Your own Meeting Leadership Skills

Meetings Step 2 – A.ttendees

•
•
•
•

Choosing the Attendees
Environmental Considerations: 1) Physiological & 2) Psychological
Purposes of the Agenda
Tools for Predefining Expectations

Lesson 3 – CONDUCTING the Meeting
Meetings Step 3 – N.avigation••

Keys to Effectiveness
Tactics for Managing Discussion
Meetings Step 4 – V.elocity•

Creating, enforcing, & reinforcing the Code of Conduct

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•
•
•

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identity intelligence®
Dealing with Inappropriate Behavior in Meetings
Facilitation & Presentation Skills
Dealing with Time and Pace: Methods for Effective Use of Time

Lesson 4 – FOLLOW-UP
Meetings Step 5 – A.ccountability••

Measuring Meeting Success
Reaching Closure & Sharing Feedback
Meetings Step 6 – S.ynchronization••

Distribute Notes or Confirmation As the Leader, Follow-Up after the Meeting
Ascertaining best practices for following up meetings
Lesson 5: MEETING MINUTES••

Note Recorder Styles and Recording Formats
Note Taking Tools

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Sales - Prospecting For Leads Like A Pro
COURSE LENGTH: 0.5 day(s)Overview: Prospecting is the key to your success. Your success today is a result of the prospecting you did six
months ago. Become skilled at networking and remember the old 80/20 rule. Know who to target and how to target
them, and remember to do some prospecting every day through warming up cold calls, following up on leads, or
networking. Build your personal prospecting plan, to ensure your future by planting seeds daily.
Introductions, Objectives, Agenda
Pre-assignment discussion
Target your market
A prospect board
Setting goals
Where do you find prospects?
Networking
Public speeches and workshops
Attend trade shows
Lost accounts
Other ways
Cold calling
Overcoming call reluctanceGetting past the gatekeepers
Getting their attention
Warming up cold calls
Communication skills
Listening
Observing
Clarifying
Questions to ask yourself about prospecting
The 80/20 rule
Building relationships
Twenty-one ideas

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Sales Training- Selling Smarter
COURSE LENGTH: 0.5 day(s)Overview: It’s no secret that selling has changed in recent years. We are all working harder, with more
responsibilities. High pressure selling is no longer effective. Customers want involvement. They want to berecognized and listened to. And they don’t want you to forget them once the sale is made. This workshop will help
employees feel more comfortable and skilled in selling to their customers and to help them identify and addresssome of their customer service challenges.
Learning Objectives:
At the completion of this workshop, participants will:• Understand the wonderful paradox: helping other people get what they want gives us more of what we want.
• Use goal-setting techniques as a way to focus on what you want to accomplish and develop strategies forgetting there.
• Recognize the difference between features and benefits of products and services, and develop a plan forincreasing product knowledge.
• Identify the most critical elements of telephone sales and customer service• Understand the power of your behaviour for more successful sales and customer service.
• Develop communication skills to better share information and to better listen to the customer• Recognize opportunities for both individual and team problem-solving
Pre-Workshop Assignment:
Participants will be asked to complete a questionnaire about sales and customer service perceptions.
Workshop Outline:
Introduction and Learning Objectives
Discussion of pre-assignment
What selling is all about?
Behind every sale is a person
Find out what they want
Figure out how to help them get it
People buy trust and service
That first seven seconds
Setting achievable goals
The value of setting goals
The characteristics of SMART goals
Developing a strategy to reach your goals
Celebrating success & thinking like a winner
Know your products and services
What are your products and services?
What are their outstanding features or USPs?
How do these benefit customers?
Telephone techniques
The verbal handshake
Using your voice effectively
Telephone manners
Using your telephone as a sales tool

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Building relationships by phone
Deal with objections
Ask for the sale
Review and evaluation

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Speakeasy

YOU. Only Better.®
identity intelligence®

COURSE LENGTH: 0.5 day(s)Speak Easy Basics
This workshop is for anybody who wants to improve their speaking skills in informal situations.
Learning Objectives:• To enhance the ability to speak one-on-one with others.
• To develop the confidence to feel at ease, speaking socially or small groups such as meetings.
• To practice developing these skills in a safe and supportive setting
Outline:• Learning Objectives• Communication• The Skill of Interactive Listening• How do You Rate Your Listening Ability?
• The Power of Questions• Self-Disclosure• Body Language• Re-designing Yourself for Strength
What does Professional Mean?
• The Art of Conversation• Fifteen Ways to Master a Meeting• Critical Circumstances and Sticky Situations• Controlling Physical Nervousness• Controlling Mental Nervousness• A Personal Action Plan

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Strategic Planning Skills
COURSE LENGTH: 0.5 day(s)COURSE DESCRIPTIONThis course will provide you with a process for developing a clear understanding of your business's culture,operations, and market position, while facilitating the development of a strategic blueprint for gaining thecompetitive advantage necessary for your business's success, now and in the future.
COURSE OBJECTIVE: You will develop an approach to the formulation of strategic programs and initiatives
critical for effectively leading and managing an organization.
TARGET STUDENT: Executives, managers, consultants, and other business professionals who are responsible
for strategic planning in an organization.
PREREQUISITES: An understanding of business processes. Suggested courses: Practical Leadership, Leadingand Managing Teams, Managing Change
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
PERFORMANCE-BASED OBJECTIVES
Upon successful completion of this course, students will be able to: prepare
for the strategic planning process.
develop a mission statement, define a vision for your organization, and conduct an assessment of internal andexternal factors that influence your business. apply the information you have gathered and work to apply thevalues of your company's mission with its vision to create a successful strategy for your business operations. put
the plan into action and work toward the vision. You will implement and monitor the plan to gauge its
effectiveness.
COURSE CONTENT

Lesson 1: Preparing for the Strategic Planning Process
Topic 1A: Set the Parameters for the Strategic Planning Process
Topic 1B: Establish a Committee
Topic 1C: Gather Operational Data

Lesson 2: Initiating the Strategic Planning Process
Topic 2A: Develop a Mission Statement
Topic 2B: Develop a Vision Statement
Topic 2C: Assess Internal/External Environments
Topic 2D: Perform SWOT Analysis

Lesson 3: Developing the Strategic Plan
Topic 3A: Prioritize What the Strategic Plan Will Address
Topic 3B: Set Goals and Objectives
Topic 3C: Develop Strategy for Achieving Goals
Topic 3D: Draft the Strategic Plan

Lesson 4: Executing the Plan
Topic 4A: Assign Responsibility and Authority
Topic 4B: Establish a Monitoring System

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Successful Business Writing
COURSE LENGTH: One day of training.
PREREQUISITES: There are no prerequisites for this course.
DELIVERY METHOD: This course is designed for instructor-led, group paced classroom-delivery, providing
students with structured hands-on activities.
SETUP REQUIREMENTS
A computer projector
A whiteboard and markers (or a flip chart and markers)
A PodiumAn extra table for supplies
COURSE CONTENT
Session One: Introduction and Course Overview Session
Two: Why Write?
Session Three: The First C: Clarity
Session Four: The Second C: ConcisenessSession Five: The Third C: CompletenessSession Six: The Fourth C: Correctness
Session Seven: Word Agreement
Session Eight: Active and Passive Voice
Session Nine: Sentences and Sentence Types
Session Ten: Readability Index Session
Eleven: The Fifth C: Courtesy
What’s My Style?
Session Twelve: Practical Language
Session Thirteen: Inclusive Language
Session Fourteen: Sentence Construction Session
Fifteen: Punctuation
Session Sixteen: Writing Business Letters
Steps to Writing Business Letters
Dissecting Letters
Parts of a Business Letter
Types of Letters
Session Seventeen: Reports
Session Eighteen: Spelling & Proofreading
Session Nineteen: Writing Memos
Session Twenty: E-Mail Etiquette
Session Twenty-One: Writing Challenges A
Personal Action Plan

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Supervisor Training - The ABC’s Of Supervising Others
COURSE LENGTH: 1.5 day(s)The First Time Supervisor
Overview: This workshop is designed to help you overcome many of the supervisory problems you will encounterin your first few weeks as a boss—whether you are a team leader, a project manager or a unit coordinator. Dealing
with the many problems a new supervisor encounters isn’t easy but it doesn’t have to lead to discouragement.
Learning Objectives:• Help clarify roles and responsibilities of the new job• Adjust to the new role with confidence and an assurance you can handle the position• Develop your communication skills in listening, asking questions and giving feedback to employees.
• Develop a technique for making sure you give employees instructions that are clear and understood,• Identify some techniques to deal with employee challenges such as squabbles, complaints and laziness• Recognize the importance of being visible and available to employees• Understand the importance of developing good relationships with employees and peers, so you are seen
as fair and consistent.
Introductions, Objectives, Agenda
Pre-assignment
Getting started as a new boss
Overcoming initial anxieties
Getting off to a good
Learning the ropes
Establishing authority
Dealing with friends you now supervise
Practical tips on handling your responsibilities
Know what is expected of you
Identifying priorities
Be available and visible
Identify out employee abilities
The communication skills you need
Become a good observer
Learn to listen
Ask open questions
Document your day
Give clear
Know the difference between orders, requests and suggestions
Reconnect and feedback-30 minutes
Dealing with employee concerns
Build trust with employees
Learning to say “no”

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Resolving squabbles
Recognizing individual capabilities and contributions
How to work with others
Working with your boss
Working with your peers
Accept responsibility for your group
How to stand up for yourself
Mistakes to avoid
Getting angry
Appearing to play favourites
Being too bossy
Getting on the wrong side of the union
Other mistakes
Supervisory success
Establish a daily routine
Keep on learning
Lead by example
Deal with problems immediately
Be firm but fair
Ask for help when you need it
Review, Action plan, Evaluation

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Team Building - Developing High Performance Teams
COURSE LENGTH: 2.0 day(s)Overview: Your success as a manager can often depend on how well your team operates. How are theirproblemsolving skills? Are they enthusiastic and motivated to do their best? Do they work well together? There
have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you
want to develop your team leadership skills and unleash the talent of your individual team members, this workshop
is a practical look at current leadership practices that work.
Additional material: High Five by Tom Blanchard and Sheldon Bowes, Don Carew Eunice Parisi-Carew
Learning Objectives:• Examine the work practices of high performing teams• Create line of sight between what your team does and your organization’s business strategy• Build teamwork by recognizing and tapping into the five basic types of information your team needs.
• Promote trust and rapport by exploring your team player style and how it responds to team values• Recognize the key elements that move a team from involvement to empowerment and how to give theseelements to your team
• Develop five training steps to unleash team potential and develop team problem-solving and assessment
skills• Develop a model for successfully mentoring and coaching others.
Pre-workshop assignment: The Team Player Survey
Workshop Outline:
Introductions, learning objectives and agenda
Discussion of pre-assignment
The Team Player Survey
Validating your style
Understanding your social and behavioral styles
Moving out of your comfort zone
Implications for change
The obsolescence of hierarchy
The downsizing of the workforce
The move to cooperation
Types of teams
Exploring High Performance Teams
Tuckman’s stages of teams
The Team Performance ModelYour role as the team leader
Setting goals
Communicating
InvolvingSupporting
Assignment: Team Project
From Involvement to Empowerment

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Developing competency
Building trust and collaboration
The Freedom for Creative Thinking
Barriers to creative thinking
Lateral thinking vs. vertical thinking
Left brain/right brain
The Six thinking hats
Team Problem-Solving
The pursuit of improvement
No lone rangers
Types of problems
Problem-solving tools
Decision-Making Climate
Developing an open atmosphere
Using leadership skills to reach consensus
The gradients of agreement
Facilitation Skills
Encouraging divergent thinking
Gathering points of view
Facilitating convergent thinking
Managing Team ConflictOpen communication
Sharing information
Methods for dealing with conflict
The six steps to conflict resolution
The Manager’s Role in Managing Change
EmpathyCommunication
Participation
Helping the team move through the stages of change
Assessing Team Projects
Presentations: The Coaching Model
Review
Personal action plans and Evaluations

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Telemarketing - Using The Telephone As A Sales Tool
COURSE LENGTH: 0.5 day(s)Using the Telephone as a Sales Tool
Overview: Selling is a skill area in which you never stop learning. Virtually everybody in sales today sells over thephone at least part of the time, but is it time for you to evaluate how you use the telephone and where it fits into
your sales and marketing mix. The telephone can supplement, enhance and sometimes replace other means ofmarketing and selling, and it can dramatically increase your sales success. Develop your communication,
persuasion and negotiation skills so that every sales call is personalized to each prospect and each situation.
Introductions, Objectives, Agenda
Pre-assignment discussion
Change your skills and change your income
How to separate your company from the competition
Trust, Respect and the Potential Customer
Styles of Human Relations
Self-evaluation
Analyzing a crazy idea
Warming up cold calls
Developing your script
Variations on your script
Practical application
If you must SELL by telephone
Review
Personal Action Plans and Evaluations

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The Minute Taker’s Workshop
COURSE LENGTH: 0.5 day(s)Overview: No matter who you are or what you do, whether at work or in the community, you are involved inmeetings. And meetings are costly, even if they are held in a company boardroom. To ensure meetings areproductive and worth the expense involved, three ingredients are necessary: An assurance of closure, a strong
chair or leader, and accurate minutes. It has been said that if the minutes of a meeting are not accurate, then themeeting may just as well not have taken place.
If people can’t remember or agree on what actually occurred at a meeting, how can the group effectively
accomplish its objectives? This one-day workshop helps minute-takers understand their role and the best
techniques for producing minutes that include all the essential information needed.
Workshop Learning Objectives:
At the conclusion of this workshop, participants will:• Recognize the importance of minute-taking and be able to use them to their advantage.
• Be able to remedy many of the complaints that beset minute-takers• Be able to write minutes that are suitable for formal meetings, semi-formal meetings and action minutes.
• Develop the essential skills of an effective minute-taker
Pre-assignment:
Participants are asked to bring along a copy of minutes from their latest meeting (nonconfidential) to critique and compare.
Workshop outline:
Introductions, objectives and agenda
Discussion of pre-assignment
The Role of a Minute-Taker
Handling common problems you experience
Developing a meeting agreement
Minutes for Formal Meetings
The need for good minutes
Organizing formal minutes
Headings
Motions
Minutes for Informal Meetings
Semiformal minutes
Action minutes
Techniques for Preparing Minutes
Before the meeting
At the meeting
After the meeting
The Minute Book
Bylaws and ProceduresComputers: The Latest Tool

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Advantages and disadvantages
Electronic meetings
Taking Minutes in an Interactive Meeting
A Final Word
Listening skills
Behind the scenes
Hidden variables
Your image
Review and Evaluations

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The Professional Supervisor
COURSE LENGTH: 2.0 day(s)Learning Objectives:
Participants who complete this course will:• Comprehend the scope, nature and responsibility of the supervision/management role and the demands
this role places on them.
• Acquire an understanding of their role as leaders, team builders and good communicators, and how theseskills impact on effective supervision of their team.
• Grasp the importance of setting goals, planning and prioritizing, in order to achieve organizational
objectives.
• Accept the viewpoint that they are responsible for achieving results through the efforts of others.
Pre-course preparation:
Participants are asked to prepare for this training session by completing a self-assessment “Skills Inventory for
Supervisors”.
Course Outline:
The Role of the Supervisor•
Moving from doing to planning•
Making the transition•
The problems new supervisors encounter•
Supervisory responsibilities to your organization, your team and yourself
The Thinking and Planning Process•
Elements of planning•
Setting goals and objectives•
Six steps in the planning process•
Prioritizing your workload
Leadership•
Defining the meaning of leadership•
The characteristics of leaders•
Direction and support•
Four styles of leadership•
Four stages of followers•
Applying situational leadership
Working as a Team•The advantages and disadvantages of the team concept•
The four stages of team building•
The supervisor’s role in each stage•
Building a team: conduct and characteristics of team members•
Valuing the diversity of the teamCommunication•
Barriers to good communication•
Developing good listening skills•
Developing good questioning techniques•
Understanding non-verbal messages: yours and theirs•
The importance of feedback and how to give it

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•Accepting feedback from others

Orientation and Training•
Defining expectations•
Adult learning principles•
How we learn
Motivation•
What do we value in work?
•
Three fundamental motivational techniques•
Motivational theories and how they apply in the real world•
Motivating without money
Delegation•
Defining delegation•
Why we avoid delegating•
Why we should be delegating more•
Guidelines to effectively delegate
Resolving conflict•
Intervention strategies•
Dealing with difficult people/situations
Basics of Discipline•
Action without discipline•
A commitment to action•
The four-step process
Conclusion•
Review•Commitment to an action plan•
Evaluations
Follow-up
Participants are asked to follow the action plan to which they committed themselves, and to complete an
impact evaluation, a re-assessment of their skills, at the end of a 60-day period.

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Time Management - Get Organized For Peak Performance
COURSE LENGTH: 0.5 day(s)Training Format: Instructors understand and use up-to-date training techniques and a variety of training methods,
including lecturettes, group discussions, case studies, problem solving exercises, and visual aids, to give allparticipants the best opportunities for learning.
Participants' handbooks will note key points, accommodate handouts, and provide space for individual learning.
These workbooks will serve as a reference for individuals upon completion of this course.
Workshop Objectives:
At the conclusion of this training program, participants will be expected to:• Better organize their workspace and their paper for peak efficiency• Understand the importance of setting goals and developing strategies for achieving them.
• Understand the importance of prioritizing work in order to meet deadlines• Take control of those things that would derail workplace productivity
Pre-Workshop Assignment: Participants will be asked to (1) discuss the workshop with their manager, to makecertain they will have time at conclusion of the workshop to discuss priorities and organize their workspace. They
will also be asked to (2) complete a workload analysis and (3) identify a buddy who will support them as they makethe changes required to work more efficiently.
Workshop Outline:
Introductions, Learning Objectives and Agenda
Discussion of Pre-workshop Assignment
Developing a Personal Productivity Philosophy
Identifying productivity pay-offs
Working on the right things
Setting SMART action goals
Taking responsibility to make sure plans get implemented
Learning to Plan
The elements of planning
Choosing a planner and using it properly
Turning a “To Do” list into action

Organizing Your Work Area and Your Paperwork
Organizing your work area
Organizing your filing system and keeping it organizedHandling reading and mailWorking Effectively with Technology
Computer files
Electronic email
Managing Projects
What is a “project”?
Setting project goals
Determining “Milestones”

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Developing “Project Action Plans”
Budgeting time and financial costs
Effective Use of Meeting Time
When you chair a meeting
When you attend a meeting
The follow up to a meeting
Alternatives to meetings and how to use them
Removing Obstacles
Dealing with interruptions
Dealing with the telephone
Dealing with your supervisor/manager
The need for change and self-discipline
Measuring progress
Review and Action Plan
Evaluation
Post-Workshop follow-up: Participants will be asked to complete an impact evaluation, 6 weeks after theconclusion of the program, to determine whether they feel the training was valuable to them and whether they wereable to use the concepts discussed when they were back in the workplace.

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Train The Trainer - The Practical Trainer
Overview: Give your On the Job Trainers high caliber training and empower them to Success!

Course duration: 3-4 day(s). The program will run three to four days depending upon how many employees are
signed up. There is a minimum participant number of three.

Course Outline:
Lesson 1: Introduction and Overview
Lesson 2: Using Adult Learning Principles
Lesson 3: Analyzing the Training Requirements
Lesson 4: Developing Learning Objectives
Lesson 5: Outlining the Training Content
Lesson 6: Selecting Training Methods
Lesson 7: Developing and Using Training Aids
Lesson 8: Developing a Lesson Plan
Lesson 9: Using Basic Facilitation Skills
Lesson 10: Handling Problem Situations
Lesson 11: Practice Training
Lesson 12: Evaluation Training
Lesson 13: using the Training Skills
Lesson 14: On-The-Job Aids

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Writing Reports And Proposals
Course duration: 1.5 day(s)Overview: This two-day workshop is intended to help you prepare professional reports and proposals. As amanager at any level in business, government, or industry, you must write reports, to explain things, or to present
your research findings. You may also write proposals to convince others of the value of some course of action.
Pre-assignment: Bring a sample of a report you have done for critiquing, as well as information you will use towrite an upcoming report or proposal.
Learning Objectives:• To learn the value of good written communications• To develop paragraphs that introduce, connect, develop and conclude some part of an idea
• To prepare reports and proposals that inform, persuade and provide information• To learn how to proofread your work so you can feel confident it is clear, concise, complete and correct• To provide an opportunity to apply these skills in real work applications.
Introductions, Learning Objectives
Pre-assignment (Discuss general preparation for workshop and type of report/proposal each participant will beworking with
Making writing clear, complete, concise and correct
Planning your report
Investigation
Resources
Search strategies
Citing sources
Rules of evidence
Planning sequence
PurposeAudience
Primary
SecondaryFormatDirectIndirectEvidence
Organization
Remember PAFEO
Main elements of a report
Introduction
Body/discussion
Conclusion
Recommendations
Sequencing information

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ChronologicalOrder of importance
Problem and solution
Least to most
Other
Parts of a Formal Report
Rules for headings
Major heading
Sub heading
Secondary sub heading
Headings as signposts
Tables and graphs
Types
Points to remember
Outlining Your Report
Brainstorming
Mind mapping
Post-it notes
Six Thinking Hats
Checklist for Revision
Facts
LengthStyle
Organization
The Ten Steps of Proposal Writing
The acid test
A strategy
To inform
To persuade
Steps to persuadeCredibility
Expertise
Objectivity
Tough questions
Review
Personal Action Plan
Evaluations

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PART III: ADVANCED MANAGEMENT &LEADERSHIP TOPICS
Blake/Mouton Managerial Grid (one best style) [Impoverished Leader; Middle of the Road Leader; Country Club
Leader; Team Leader]
Board of Directors
C.A.R.S.S. Classification Challenge & opportunities for greatness
Chris Argyris’ Value System (Bureaucratic/Pyramidal; Humanistic/Democratic; Immaturity/Maturity Continuum)
Communications in Leadership Conflict (Credibility is the foundation of leadership)
Cross Cultural Leadership (not necessarily international) Customer Service
D. M. McGregor’s Theory X and Theory Y Delegation
Efficient Leadership & Management – avoiding time traps and trapping key moments
Engstrom’s Leadership Styles (Laissez Faire; Democratic – Participative; Manipulative – Inspirational;
Benevolent – Autocrat; Autocratic – Beaurocratic)
Equipping & Empowering the Subordinates
Fiedler’s Contingency Model (Task Oriented Leaders; Relationship Oriented Leaders; Favorable/Unfavorable
Situations)Findberg’s Rules of Motivation
Gallup's Talents vs Skills Proficiencies
Gary Yukl’s Trait/Skills
Hersey-Blanchard’s Situational Leadership (more than one best style) [Style determined by the Follower; Telling
Style; Selling Style; Participating Style; Delegating Style]
Herzberg’s Motivational/Hygiene Theory
House’s Path-Goal Approach
Influence VS. Management
Ingredients of Leadership
Leadership Base Elements
Leadership Development
Leadership development in self-development
Leadership Eras (Great Man; Traits; Behavior; Contingency Era (Style Era); Complexity Era
Leadership in Non-Profits
Leadership is in the eye of the beholder
Leadership VS Management
Leading Change
Leading Groups & Organizations
Leading Multiple Generations in the Workplace
Maslow’s Hierarchy of Needs (Physiological; Safety or Security; Social or Affiliation; Esteem Needs; SelfActualization; Maslow VS Alderefer; “what people want from their jobs”)
Mentoring & Coaching in Leadership
Monkey Management Ohio State University Studies (Consideration/Initiation of Structure) Organizational
Theory and Practice
Sally Helgesen: “The Female Advantage: Women’s Ways of Leadership”
Servant & Collaborative Leadership
Shared values (make a critical difference in the quality of life at home and at work) Trust
without trust you cannot lead
ValuesVision & Inspiration in the differentiation of leaders

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PART IV: HARD SKILLS(NOTE: Office 97, XP/2003, and 2007 outlines will vary slightly; Office 2003 shown unless otherwise stated). All
Hard Skills Classes are One Full Day unless noted otherwise.

2007 New Features For IT Professionals, Advanced Users, & Trainers
COURSE LENGTH: 0.5 day(s)Choose 4 of the five main Office Applications (Access, Excel, Word, PowerPoint, Outlook). Each student will
receive a 400 page manual with CD-Rom. There will be a heavy concentration on the Philosophical shift into
Office 2007 with a focus on Excel. Heavy hands-on class. See the Outlines for Microsoft 2007 New Features
for book outlines.

Adobe InDesign

Adobe Photoshop

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Microsoft Access Level I
COURSE OBJECTIVE: You will be introduced to the features of the Access 2003 application.
TARGET STUDENT: This course is designed for students who wish to learn the basic operations of the Access2003 database program to perform their day-to-day responsibilities, and to understand the advantages that using a
relational database program can bring to their business processes. The Level 1 course is for the individual whose
job responsibilities include working with tables to create and maintain records, locate records, and produce reports
based on the information in the database. It also provides the fundamental knowledge and techniques needed toadvance to more technical Access responsibilities, such as creating and maintaining new databases and using
programming techniques that enhance Access applications.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Lesson 1: An Overview of Access
Topic 1A: Understand Relational Databases
Topic 1B: Examine the Access Environment
Topic 1C: Open the Database Environment
Topic 1D: Examine an Access Table

Lesson 2: Managing Data
Topic 2A: Examine an Access Form
Topic 2B: Add and Delete Records
Topic 2C: Sort Records
Topic 2D: Display Recordsets
Topic 2E: Update Records
Topic 2F: Run a Report

Lesson 3: Establishing Table Relationships
Topic 3A: Identify Table Relationships
Topic 3B: Identify Primary and Foreign Keys in the Relationships Window
Topic 3C: Work with Subdatasheets

Lesson 4: Querying the Database
Topic 4A: Create a Select Query
Topic 4B: Add Criteria to a Query
Topic 4C: Add a Calculated Field to a Query
Topic 4D: Perform a Calculation on a Record Grouping

Lesson 5: Designing Forms
Topic 5A: Examine Form Design Guidelines
Topic 5B: Create a Form Using AutoForm
Topic 5C: Create a Form Using the Form Wizard
Topic 5D: Modify the Design of a Form

Lesson 6: Producing Reports
Topic 6A: Create an AutoReport
Topic 6B: Create a Report by Using the Wizard
Topic 6C: Examine a Report in Design View

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Topic 6D: Add a Calculated Field to a Report
Topic 6E: Modify the Format Properties of a Control
Topic 6F: AutoFormat a Report
Topic 6G: Adjust the Width of a Report

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Microsoft Access Level II
COURSE DESCRIPTION: In this course you will consider how to design and create a new Access database, how
to customize database components, and how to share Access data with other applications.
COURSE OBJECTIVE: You will design and create a new Access database; improve queries, forms, and reports;
and integrate Microsoft Office Access with other applications.
TARGET STUDENT: One who wishes to learn intermediate-level operations including: creating new databases,
tables, and relationships, as well as working with and revising intermediate-level queries, forms, and reports.
PREREQUISITES: Access Level 1 (basic familiarity with Access tables, relationships, queries, forms, and reports).

Lesson 1: Planning a Database
Topic 1A: Design a Relational Database
Topic 1B: Identify Database Purpose
Topic 1C: Review Existing Data
Topic 1D: Determine Fields
Topic 1E: Group Fields into Tables
Topic 1F: Normalize the Data
Topic 1G: Designate Primary and Foreign Keys

Lesson 2: Building the Structure of a Database Topic
2A: Create a New Database
Topic 2B: Create a Table Using a Wizard
Topic 2C: Create Tables in Design View
Topic 2D: Create Relationships between Tables

Lesson 3: Controlling Data Entry
Topic 3A: Restrict Data Entry with Field Properties
Topic 3B: Create an Input Mask
Topic 3C: Create a Lookup Field

Lesson 4: Finding and Joining Data
Topic 4A: Find Data with Filters
Topic 4B: Create Query Joins
Topic 4C: Join Unrelated Tables
Topic 4D: Relate Data Within a Table

Lesson 5: Creating Flexible Queries
Topic 5A: Set Select Query Properties
Topic 5B: Create Parameter Queries
Topic 5C: Create Action Queries

Lesson 6: Improving Your Forms
Topic 6A: Enhance the Appearance of a Form
Topic 6B: Restrict Data Entry in Forms
Topic 6C: Add Command Buttons
Topic 6D: Create a Subform

Lesson 7: Customizing Your Reports

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Topic 7A: Organize Report Information
Topic 7B: Set Report Control Properties
Topic 7C: Control Report Pagination
Topic 7E: Add a Subreport to an Existing Report
Topic 7F: Create Mailing Labels

Lesson 8: Expanding the Reach of Your Data
Topic 8A: Publish Access Data as a Word Document
Topic 8B: Analyze Access Data in Excel
Topic 8C: Export Data to a Text File - Topic 8D: Merge Access Data with a Word Document

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Microsoft Access Level III
Overview: Students will learn how to use a variety of complex query techniques, create more efficient forms andreports, and create and use macros to automate their forms. In addition, students will gain experience with
Internetrelated features, including hyperlinks and the Web toolbar.
Delivery method: Instructor-led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course content:

Lesson 1: Parameter and action queries
Creating parameter queries
Creating action queries

Lesson 2: Query joins and crosstab queries
Joining tables and working with join properties
Creating crosstab queries
Editing limitations in query datasheets

Lesson 3: Using advanced form techniques
Organizing field placement
Using functions to control data entry
Adding an option group to a form
Using a form as the user interface
Creating a form that contains a subform

Lesson 4: Creating basic macros to automate forms
Macro basics
Attaching a macro to a command button
Revising a macro
Attaching a macro to an event in a form

Lesson 5: Using macros to provide user interaction and automate tasks
Using a macro to provide user interaction
Using macros to automate data entry
AutoKeys and AutoExec macros

Lesson 6: Using advanced report techniques
Customizing the appearance and functionality of a report
Mailing and other types of labels

Lesson 7: Access 2000 and the Internet
Using hyperlinks
Access tools for working on the Internet

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Microsoft Access – 2007 New Features
COURSE LENGTH: 0.5 day(s)You have worked with Microsoft® Office Access™ 2003 (or earlier), and you now need to be aware of theadditional features in the latest release of the software for improving the management, presentation, anddistribution of your databases. In this course, you will be introduced to the new features available in
Microsoft® Office Access™ 2007.
Course Objective: You will explore and use the new and enhanced features of Microsoft® Office Access ™
2007.
Target Student: This course is designed for experienced Access users who have worked with earlier
versions of Microsoft Access, ideally Microsoft Access 2003, and who have upgraded to Microsoft Access2007.
Prerequisites: Students enrolling in this course should understand how to use some version of Access,preferably 2003 or XP, and have some familiarity with the Internet. This course covers the commonly used
new features for a typical user. Due to the nature of this course and the minimal prerequisites, there are othermore advanced new features that are not covered in depth.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course Content:
Lesson 1: Exploring the Access Environment
Topic 1A: Explore the User Interface
Topic 1B: Work with the Ribbon
Topic 1C: Work with Contextual Tabs
Topic 1D: Customize the Access Environment

Lesson 2: Creating Tables and Forms
Topic 2A: Create a Table
Topic 2B: Create a Form
Topic 2C: Design a Form Layout
Lesson 3: Creating Queries and Reports
Topic 3A: Query a Database
Topic 3B: Generate Reports
Topic 3C: Format a Report
Lesson 4: Working with External Data
Topic 4A: Import Data
Topic 4B: Export Data

Microsoft Advanced
COURSE OBJECTIVE: This class will combine knowledge and skills from MS Word, PowerPoint, Excel,
Outlook, MS Paint, and Internet Explorer. Excel will consume 95% of the focus in this class. The Learning
objective of this class is to consider ways of connecting those tools and skills learned in previous training.
Topics to cover include: attaining professional looking results, creating specialized forms, advanced lists,

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advance data validation, indirect cell referencing and concatenation, streamlining workflow: command
buttons, advance custom number masks, creating a recurring hyperlinked task, email templates, and more.
Students will receive an exceptional Reference Sheet of Excel Cheats, Tips, & Tricks.
TARGET STUDENT: The Target Audience is those participants who have gone through all 3 levels of Excel and
Outlook -- the target student should feel very comfortable moving through Excel in a fast paced and sophisticatedmanner.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

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Microsoft Excel Level I•••

COURSE OBJECTIVE: You will create and edit basic Microsoft Office Excel worksheets and workbooks.
TARGET STUDENT: This course is designed for persons who desire to gain the skills necessary to create,
edit, format, and print Microsoft Excel worksheets.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Lesson 1: Getting Started with Excel
Topic 1A: An Overview of Excel
Topic 1B: Navigate in Excel
Topic 1C: Select Data
Topic 1D: Enter Data
Topic 1E: Save a Workbook
Topic 1F: Obtain Help

Lesson 2: Modifying a Worksheet
Topic 2A: Move and Copy Data Between Cells
Topic 2B: Fill Cells with Series of Data
Topic 2C: Edit Cell Data
Topic 2D: Insert and Delete Cells, Columns, and Rows
Topic 2E: Find, Replace, and Go To Cell Data
Topic 2F: Spell Check a Worksheet

Lesson 3: Performing Calculations
Topic 3A: Create Basic Formulas
Topic 3B: Calculate with Functions
Topic 3C: Copy Formulas and Functions
Topic 3D: Create an Absolute Reference

Lesson 4: Formatting a Worksheet
Topic 4A: Change Font Size and TypeTopic 4B: Add Borders and Color to Cells
Topic 4C: Change Column Width and Row Height
Topic 4D: Merge Cells
Topic 4E: Apply Number Formats
Topic 4F: Create a Custom Number Format
Topic 4G: Align Cell Contents
Topic 4H: Find and Replace Formats
Topic 4I: Apply an AutoFormat
Topic 4J: Apply Styles

Lesson 5: Developing a Workbook
Topic 5A: Format Worksheet Tabs
Topic 5B: Reposition Worksheets in a Workbook
Topic 5C: Insert and Delete Worksheets
Topic 5D: Copy and Paste Worksheets
Topic 5E: Copy a Workbook

Lesson 6: Printing Workbook Contents
Topic 6A: Set a Print Title

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Topic 6B: Create a Header and a Footer
Topic 6C: Set Page Margins
Topic 6D: Change Page Orientation
Topic 6E: Insert and Remove Page Breaks
Topic 6F: Print a Range

Lesson 7: Customizing Layout
Topic 7A: Split a Worksheet
Topic 7B: Arrange Worksheets
Topic 7C: Freeze and Unfreeze Rows and Columns - Topic 7D: Hide and Unhide Worksheets

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Microsoft Excel Level II
COURSE OBJECTIVE: You will apply visual elements and advanced formulas to a worksheet to display data invarious formats.
TARGET STUDENT: The target students for this course are students who desire to gain the skills necessary tocreate templates, sort and filter data, import and export data, analyze data, and work with Excel on the Web.
PREREQUISITES: To ensure your success, we recommend that you have experience with creating, editing,formatting, saving, and printing basic spreadsheets in Microsoft Excel 2003.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Lesson 1: Creating and Applying Templates
Topic 1A: Create a Workbook from a Template
Topic 1B: Create a Custom Template
Topic 1C: Working with Comments
Topic 1D: Create a Hyperlink
Topic 1E: Use Web-based Research Tools

Lesson 2: Creating and Modifying Charts
Topic 2A: Create a Chart
Topic 2B: Format Chart Items
Topic 2C: Change the Chart TypeTopic 2D: Create a Diagram

Lesson 3: Working with Graphic Objects
Topic 3A: Insert Graphics
Topic 3B: Create AutoShapes
Topic 3C: Format Graphic Objects
Topic 3D: Change the Order of Graphic Objects
Topic 3E: Group Graphic Objects
Topic 3F: Move, Copy, and Resize Graphic Objects

Lesson 4: Calculating with Advanced Formulas
Topic 4A: Create and Apply a Name for a Range of Cells
Topic 4B: Calculate Across Worksheets
Topic 4C: Calculate with Date and Time Functions
Topic 4D: Calculate with Financial Functions
Topic 4E: Calculate with Statistical Functions
Topic 4F: Calculate with Lookup and Reference Functions
Topic 4G: Calculate with Logical Functions

Lesson 5: Sorting and Filtering Data
Topic 5A: Sort Data Lists
Topic 5B: Filter Data Lists
Topic 5C: Create and Apply Advanced Filters
Topic 5D: Calculate with Database Functions
Topic 5E: Add Subtotals to a Worksheet

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Lesson 6: Using Excel with the Web
Topic 6A: Export Excel Data
Topic 6B: Publish a Worksheet to the Web
Topic 6C: Import Data from the Web
Topic 6D: Create a Web Query

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Microsoft Excel Level III
COURSE OBJECTIVE: You will automate some common Excel tasks, apply advanced analysis techniques to more
complex data sets, collaborate on worksheets with others, and share Excel data with other applications.
TARGET STUDENT: This course was designed for students desiring to gain the skills necessary to create macros,collaborate with others, audit and analyze worksheet data, create PivotTables and PivotCharts, incorporate multiple
data sources, and import and export data.
PREREQUISITES: To ensure your success, we recommend you first take the following Excel Level 1 and Excel
Level 2.

Lesson 1: Streamlining Workflow
Topic 1A: Create a Macro
Topic 1B: Edit a Macro
Topic 1C: Customize Access to Excel Commands
Topic 1D: Apply Conditional Formatting
Topic 1E: Add Data Validation Criteria
Topic 1F: Update a Workbook's Properties
Topic 1G: Modify Excel's Default Settings

Lesson 2: Collaborating with Others
Topic 2A: Protect Files
Topic 2B: Share a Workbook
Topic 2C: Set Revision Tracking
Topic 2D: Review Tracked Revisions
Topic 2E: Merge Workbooks
Topic 2F: Adjust Macro Settings
Topic 2G: Administer Digital Signatures

Lesson 3: Auditing Worksheets
Topic 3A: Trace Cell Precedents
Topic 3B: Trace Cell Dependents
Topic 3C: Locate Errors in Formulas
Topic 3D: Locate Invalid Data and Formulas
Topic 3E: Watch and Evaluate Formulas
Topic 3F: Group and Outline Data

Lesson 4: Analyzing Data
Topic 4A: Create a Trendline
Topic 4B: Create Scenarios
Topic 4C: Perform What-If Analysis
Topic 4D: Develop a PivotTable© Report
Topic 4E: Develop a PivotChart© Report
Topic 4F: Perform Statistical Analysis with the Analysis ToolPak

Lesson 5: Working with Multiple Workbooks
Topic 5A: Create a Workspace
Topic 5B: Consolidate Data
Topic 5C: Link Cells in Different Workbooks
Topic 5D: Edit Links

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Lesson 6: Importing and Exporting Data
Topic 6A: Export to Microsoft Word
Topic 6B: Import a Word Table
Topic 6C: Import Text Files

Lesson 7: Structuring XML Workbooks
Topic 7A: Develop XML Maps
Topic 7B: Import, Add, and Export XML Data
Topic 7C: Manage XML Workbooks Topic 7D:
Apply XML View Options

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Excel Level IV: 1.0 day(s)You have worked with Microsoft Office Excel and you now need to begin assimilating your knowledge into
practical application. Streamline your workflow in Excel by combing knowledges acquired in Levels 1,2, and 3.
Course Objective: You will be introduced to exciting and powerful tools in Excel that will help you solve
complex problems in Excel.
Target Student: This course is designed for experienced Excel users who have worked with and are familiar
with all levels of Excel, Word, and Outlook.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course Content:• Advanced Tips, Tricks, & Shortcuts• Parsing & Extracting with the use of Arrayed Formulas• Concatenation in the help of normalizing spreadsheet data entry errors• Indirect Cell Referencing to turn a static spreadsheet into a dynamic interactive spreadsheet• Math Functions including conversions• Logic Functions - unique usages• Time & Date functions - never be confused again• SumIF: using to replace the DataBase Functions• Pivot Tables• Weighted Averages• Rank Function• Statistical Averages: Understanding and using Mean, Median, and Mode
• Powerful usage of Form & Control Toolboxes• Custom Data Validations: Disallowing duplicates in a spreadsheet• Understanding healthy data entry (Data Base Normalization) in a spreadsheet
In this training, because it is more advanced in nature, we will also look at the following:
MAXIMIZING WORKFLOW IN THE MICROSOFT OFFICE SUITE:EMAIL MAIL MERGE - Outlook/Word/Excel
INSTANT ONE BUTTON TASK W/ AUTO EMAIL - Understanding Office & maximizing workflow: Create arecurring Outlook Task with a Reminder linked to an Email template with attachment and custom fields
already filled out
INSTANT FAX COVER PAGE - Auto generate fax cover page in Word with cover letter automatically created.

Of Special Note: Students taking this course will receive a special digital file that will serve as a lifelong reference
tool for use in Excel. All lessons in this curriculum are digital and provide real world examples and work arounds.

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Microsoft
COURSE LENGTH

Microsoft Excel – 2007 New Features
COURSE LENGTH: 0.5 day(s)You have worked with Microsoft® Office Excel® 2003, and you now need to be aware of the additionalfeatures in the latest release of the software for improving the management, presentation, and distribution ofyour spreadsheets. In this course, you will work with the new and enhanced features in Microsoft® Office
Excel® 2007.
Course Objective: You will be introduced to the new features in Microsoft Office Excel 2007.
Target Student: This course is designed for experienced Excel users who have worked with earlier versionsof Microsoft Office Excel, ideally Microsoft Office Excel 2003, and who have upgraded to Microsoft Office
Excel 2007.
Prerequisites: Students enrolling in this course should understand how to use some version of Excel,
preferably 2003, and have some familiarity with the Internet. This course covers the commonly used newfeatures for a typical user. Due to the nature of this course and the minimal prerequisites, there are othermore advanced new features that are not covered in depth.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course Content:
Lesson 1: Exploring the Excel Environment
Topic 1A: Explore the User Interface
Topic 1B: Work with the Ribbon
Topic 1C: Work with Contextual Tabs
Topic 1D: Use the Excel Galleries
Topic 1E: Customize the Excel Interface

Lesson 2: Organizing Data
Topic 2A: Explore the Enhancements in Excel 2007 Spreadsheets
Topic 2B: Insert Tables
Topic 2C: Format Tables
Lesson 3: Analyzing Data
Topic 3A: Apply Conditional Formatting
Topic 3B: Sort Data in a Spreadsheet
Topic 3C: Filter Data in a Spreadsheet
Topic 3D: Apply a Formula
Lesson 4: Presenting Data
Topic 4A: Create Charts

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Topic 4B: Format Charts
Topic 4C: Work with Illustrations
Topic 4D: Create PivotTables and PivotCharts
Topic 4E: Share Excel Charts
Topic 4F: Save Data in Presentable Formats

Excel – 2007 Level I: 1 day(s)You have basic computer skills such as using a mouse, navigating through windows, and surfing the Internet. You
have also used paper-based systems to store data that you run calculations on. You now want to migrate that data
to an electronic format.
Course Objective: You will create and edit basic Microsoft® Office Excel® 2007 worksheets and workbooks.
Target Student: This course is designed for people preparing for certification as a Microsoft Certified Application
Specialist in Excel, who already have knowledge of Microsoft® Office, Windows® 2000 (or above), and who desire
to gain the skills necessary to create, edit, format, and print basic Microsoft Office Excel 2007 worksheets.
Prerequisites: Students should be familiar with using personal computers and have used a mouse and keyboard.
You should be comfortable in the Windows environment and be able to use Windows to manage information on
your computer. Specifically, you should be able to launch and close programs; navigate to information stored on
the computer; and manage files and folders. Students should have completed the following courses or possess
equivalent knowledge before starting with this course:• Windows XP Professional: Level 1• Windows XP Professional: Level 2• Windows XP: Introduction• Windows 2000: Introduction
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Course Content:
Lesson 1: Creating a Basic Worksheet
Topic 1A: Explore the User Interface and the Ribbon
Topic 1B: Navigate and Select in Excel
Topic 1C: Obtain Help
Topic 1D: Enter Data and Save a Workbook
Topic 1E: Customize the Quick Access Toolbar

Lesson 2: Performing Calculations
Topic 2A: Create Basic Formulas
Topic 2B: Calculate with Functions
Topic 2C: Copy Formulas and Functions
Lesson 3: Modifying a Worksheet
Topic 3A: Manipulate Data
Topic 3B: Insert and Delete Cells, Columns, and Rows
Topic 3C: Search for Data in a Worksheet
Topic 3D: Spell Check a Worksheet

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Microsoft
COURSE LENGTH

Lesson 4: Formatting a Worksheet
Topic 4A: Modify Fonts
Topic 4B: Add Borders and Color to Cells
Topic 4C: Change Column Width and Row Height
Topic 4D: Apply Number Formats
Topic 4E: Position Cell Contents
Topic 4F: Apply Cell Styles
Lesson 5: Printing Workbook Contents
Topic 5A: Print Workbook Contents Using Default Print Options
Topic 5B: Set Print Options
Topic 5C: Set Page Breaks
Lesson 6: Managing Large Workbooks
Topic 6A: Format Worksheet Tabs
Topic 6B: Manage Worksheets in a Workbook
Topic 6C: Manage the View of Large Worksheets

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Excel – 2007 Level II: 1 day(s)In Microsoft® Office Excel® 2007: Level 1, you created, edited, formatted, and printed basic spreadsheets. You
now have a need to streamline repetitive tasks and display spreadsheet data in more visually effective ways. In thiscourse, you will use Microsoft Office Excel 2007 to streamline and enhance your spreadsheets with templates,
charts, graphics, and formulas.
Course Objective: You will apply visual elements and advanced formulas to a worksheet to display data in various
formats.
Target Student: The target students for this course are students who desire to gain the skills necessary to create
templates, sort and filter data, import and export data, analyze data, and work with Excel on the web. In addition,
this course helps prepare students who desire to take the Microsoft Office Specialist exam in Excel and who
already have knowledge of the basics of Excel, including how to create, edit, format, and print basic worksheets.
Prerequisites: Before starting this course, students are recommended to take the following Element K course orpossess equivalent knowledge: Microsoft Office Excel 2007: Level 1.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Course Content:
Lesson 1: Calculating Data with Advanced Formulas Topic
1A: Manage Cell and Range Names
Topic 1B: Calculate Data Across Worksheets
Topic 1C: Use Specialized Functions
Topic 1D: Analyze Data with Logical and Lookup Functions

Lesson 2: Organizing Worksheet and Table Data
Topic 2A: Create and Modify Tables
Topic 2B: Format Tables
Topic 2C: Sort or Filter Worksheet or Table Data
Topic 2D: Calculate Data in a Table or Worksheet

Lesson 3: Presenting Data Using Charts
Topic 3A: Create a Chart
Topic 3B: Modify Charts
Topic 3C: Format Charts

Lesson 4: Analyzing Data Using PivotTables and PivotCharts
Topic 4A: Create a PivotTable Report
Topic 4B: Analyze Data Using PivotCharts

Lesson 5: Inserting Graphic Objects
Topic 5A: Insert and Modify Pictures and ClipArt
Topic 5B: Draw and Modify Shapes
Topic 5C: Illustrate Workflow Using SmartArt Graphics
Topic 5D: Layer and Group Graphic Objects

Lesson 6: Customizing and Enhancing Workbooks and the Excel Environment
Topic 6A: Customize the Excel Environment
Topic 6B: Customize Workbooks

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Microsoft
COURSE LENGTH
Topic 6C: Manage Themes
Topic 6D: Create and Use Templates

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Microsoft Excel – 2007 Level III

COURSE LENGTH: 1 day(s)Your training in and use of Microsoft® Office Excel® 2007 has provided you with a solid foundation in the basic andintermediate skills for working in Excel. You have used Excel to perform tasks such as running calculations on dataand sorting and filtering numeric data. In this course, you will extend your knowledge into some of the more
specialized and advanced capabilities of Excel by automating some common tasks, applying advanced analysis
techniques to more complex data sets, collaborating on worksheets with others, and sharing Excel data with otherapplications.
Course Objective: You will automate some common Excel tasks, apply advanced analysis techniques to more
complex data sets, collaborate on worksheets with others, and share Excel data with other applications.
Target Student: This course was designed for students desiring to gain the skills necessary to create macros,collaborate with others, audit and analyze worksheet data, incorporate multiple data sources, and import andexport data. In addition, the course is also for students desiring to prepare for the Microsoft Certified Application
Specialist exam in Microsoft® Office Excel® 2007, and who already have knowledge of the basics of Excel,
including how to create, edit, format, and print worksheets that include charts and sorted and filtered data.
Prerequisites: To ensure your success, we recommend you first take the following Element K courses or haveequivalent knowledge:• Microsoft® Office Excel® 2007 Level 1• Microsoft® Office Excel® 2007 Level 2

Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course Content:
Lesson 1: Streamlining Workflow
Topic 1A: Create a Macro
Topic 1B: Edit a Macro
Topic 1C: Apply Conditional Formatting
Topic 1D: Add Data Validation Criteria
Topic 1E: Update a Workbook's Properties
Topic 1F: Modify Excel's Default Settings

Lesson 2: Collaborating with Others Topic
2A: Protect Files
Topic 2B: Share a Workbook
Topic 2C: Set Revision Tracking
Topic 2D: Review Tracked Revisions
Topic 2E: Merge Workbooks
Topic 2F: Administer Digital Signatures
Topic 2G: Restrict Document AccessLesson 3: Auditing Worksheets
Topic 3A: Trace Cells
Topic 3B: Troubleshoot Errors in Formulas
Topic 3C: Troubleshoot Invalid Data and Formulas
Topic 3D: Watch and Evaluate Formulas
Topic 3E: Create a Data List Outline

Lesson 4: Analyzing Data

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Topic 4A: Create a Trendline
Topic 4B: Create Scenarios
Topic 4C: Perform What-If Analysis
Topic 4D: Perform Statistical Analysis with the Analysis ToolPak

Lesson 5: Working with Multiple Workbooks Topic
5A: Create a Workspace
Topic 5B: Consolidate Data
Topic 5C: Link Cells in Different Workbooks
Topic 5D: Edit Links

Lesson 6: Importing and Exporting Data Topic
6A: Export Excel Data
Topic 6B: Import a Delimited Text File

Lesson 7: Using Excel with the Web
Topic 7A: Publish a Worksheet to the Web
Topic 7B: Import Data from the Web
Topic 7C: Create a Web Query

Lesson 8: Structuring Workbooks with XML Topic
8A: Develop XML Maps
Topic 8B: Import and Export XML Data

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Microsoft Outlook Level I
COURSE OBJECTIVE: You will compose and send email, schedule appointments and meetings, manage contact
information and tasks, and use notes.

Lesson 1: Getting Started with Outlook
Topic 1A: Log On to Outlook
Topic 1B: The Outlook Environment
Topic 1C: Compose and Send a Simple Message
Topic 1D: Open a Message
Topic 1E: Reply to a Message
Topic 1F: Print a Message
Topic 1G: Delete a Message

Lesson 2: Composing Messages
Topic 2A: Address a Message
Topic 2B: Format a Message
Topic 2C: Check Spelling and Grammar
Topic 2D: Attach a File
Topic 2E: Forward a Message

Lesson 3: Managing Mail
Topic 3A: Open and Save an Attachment
Topic 3B: Flag a Message
Topic 3C: Create a Folder
Topic 3D: Move Messages to a Folder
Topic 3E: Copy Messages to Folders
Topic 3F: Delete a Folder

Lesson 4: Scheduling Appointments
Topic 4A: The Outlook Calendar
Topic 4B: Schedule an Appointment
Topic 4C: Assign a Category to an Appointment
Topic 4D: Update Calendar Entries

Lesson 5: Scheduling Meetings
Topic 5A: Schedule a Meeting
Topic 5B: Reply to a Meeting Request
Topic 5C: Propose a New Meeting Time
Topic 5D: Track Meeting Responses
Topic 5E: Update a Meeting Request
Topic 5F: Cancel a Meeting Request
Topic 5G: Print the Calendar

Lesson 6: Managing Contacts
Topic 6A: Add a Contact
Topic 6B: Sort Contacts
Topic 6C: Find a Contact
Topic 6D: Generate a Map
Topic 6E: Edit a Contact
Topic 6F: Delete a Contact
Topic 6G: Print Contacts

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Lesson 7: Managing Tasks
Topic 7A: Create a Task
Topic 7B: Edit a Task
Topic 7C: Update a Task

Lesson 8: Using Notes Topic 8A:
Create a Note
Topic 8B: Edit a Note - Topic 8C: Copy a Note

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Microsoft Outlook Level II
COURSE OBJECTIVE: You will customize your environment, calendar, and mail messages to meet your specificneeds as well as track, share, assign, and quickly locate various Outlook items.
TARGET STUDENT: This course is designed for experienced Outlook users who need to learn how to customize
their environment, calendar, and mail messages to meet their specific needs and who wish to track, share, assign,and quickly locate various Outlook items.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Lesson 1: Tracking Work Activities Using the Journal
Topic 1A: Record a Journal Entry Automatically
Topic 1B: Manually Record a Journal Entry
Topic 1C: Modify a Journal Entry

Lesson 2: Setting Calendar Options
Topic 2A: Set Work Days and Times
Topic 2B: Display Other Time Zones
Topic 2C: Set Free/Busy Options

Lesson 3: Setting Message Options
Topic 3A: Modify Message Settings
Topic 3B: Modify Delivery Options
Topic 3C: Modify Message Formats
Topic 3D: Notify Others that You will be Out of the Office
Topic 3E: Create and Modify a Distribution List
Topic 3F: Insert a Hyperlink

Lesson 4: Sharing Folder Information
Topic 4A: Specify Folder Permissions
Topic 4B: Access Another User's Folder
Topic 4C: Delegate Access To Folders

Lesson 5: Managing Tasks
Topic 5A: Assign a Task
Topic 5B: Reply to a Task Request
Topic 5C: Send a Task Update
Topic 5D: Track Assigned Tasks

Lesson 6: Customizing Outlook
Topic 6A: Customize the Toolbar
Topic 6B: Create a New Toolbar
Topic 6C: Customize the Menu
Topic 6D: Create a Folder Home Page

Lesson 7: Locating Outlook Items
Topic 7A: Sort Messages Using Multiple Criteria
Topic 7B: Find Messages
Topic 7C: Find Messages Using Multiple Criteria
Topic 7D: Filter Messages

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Topic 7E: Organize Messages
Topic 7F: Manage Junk EmailMicrosoft Outlook Level III
COURSE DESCRIPTION: It builds on the email and calendaring skills you've already obtained and will provide youwith the skills needed to communicate in real time with other users, personalize mail, organize items, share andlink contacts, create forms, and work offline and remotely.
COURSE OBJECTIVE: You will communicate using Instant Messaging, personalize and organize your mail,organize Outlook items, share and link contacts, create forms, and work offline and remotely.
TARGET STUDENT: Persons with an intermediate understanding of Outlook who need to use Outlook tocommunicate using Instant Messaging, personalize and organize their mail, organize Outlook items, share and linkcontacts, create forms, and work offline and remotely.
PREREQUISITES: This course assumes a working knowledge of Outlook Levels 1 & 2.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Lesson 1: Communicating Using MSN Messenger
Topic 1A: Obtain a Hotmail AccountTopic 1B: Add Contacts
Topic 1C: Send and Receive Instant Messages
Topic 1D: Attach a File
Topic 1E: Change MSN Messenger Status
Topic 1F: Change MSN Messenger Options

Lesson 2: Personalizing Your Mail
Topic 2A: Use Stationery
Topic 2B: Create Custom Stationery
Topic 2C: Create Signatures
Topic 2D: Modify Signatures

Lesson 3: Organizing Outlook Items
Topic 3A: Group Items
Topic 3B: Create Search Folders
Topic 3C: Create Rules
Topic 3D: Apply Conditional Formatting

Lesson 4: Working with Contacts
Topic 4A: Forward Contacts
Topic 4B: Create a vCard from a Contact
Topic 4C: Export Contacts
Topic 4D: Perform a Mail Merge
Topic 4E: Link Items to a Contact

Lesson 5: Saving and Archiving Mail
Topic 5A: Save Messages in Alternate Formats

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Topic 5B: Archive Messages
Topic 5C: Protect Personal Folders

Lesson 6: Creating a Custom Form
Topic 6A: Add Form Fields
Topic 6B: Save a Form
Topic 6C: Test a Form

Lesson 7: Working Offline and Remotely
Topic 7A: Create an Offline Folder File
Topic 7B: Make a Folder Available Offline
Topic 7C: Create a Send/Receive Group
Topic 7D: Download Messages

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Microsoft Outlook – 2007 New Features
COURSE LENGTH: 0.5 day(s)After having worked with Microsoft® Office Outlook® 2003, you must also get to know the features present in
the latest release of the application. Microsoft® Office Outlook® 2007 comes with new features for improving
the management, organization, and distribution of your Outlook items. In this course, you will work with the
new and enhanced features in Outlook 2007.
Course Objective: You will work with the new features of Microsoft® Office Outlook® 2007
Target Student: The course is designed for experienced Outlook users who need to learn about the newfeatures 2007 has to offer versus the 2003 version.
Prerequisites: Prior knowledge of Microsoft® Office Outlook® 2003.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course Content:
Lesson 1: Exploring the Outlook Environment
Topic 1A: Explore the User Interface
Topic 1B: Work with the Ribbon
Topic 1C: Work with Contextual Tools
Topic 1D: Customize the Calendar Views

Lesson 2: Managing Your Daily Tasks in Outlook 2007
Topic 2A: Work with Mail Messages
Topic 2B: Manage Tasks in the Calendar
Topic 2C: Locate Information Quickly
Topic 2D: Schedule a Meeting
Lesson 3: Sharing Information with Other Users
Topic 3A: Share Your Calendar Information
Topic 3B: Notify Others That You Will be Out Of Office
Topic 3C: Share Information Using Electronic Business Card
Lesson 4: Protecting Your Information
Topic 4A: Manage Junk Email
Topic 4B: Authorize Users to Access Your Information
Topic 4C: Recover Your Work
Lesson 5: Integrating Outlook with Other Applications
Topic 5A: Integrate Outlook with Microsoft Office InfoPath 2007
Topic 5B: Integrate Outlook with Windows SharePoint Services
Topic 5C: Add RSS Feeds Through Outlook 2007
Topic 5D: Publish the File in PDF or XPS File Format

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Microsoft PowerPoint Level I
COURSE OBJECTIVE: Create effective basic PowerPoint presentations for delivery in front of an audience.

Lesson 1: An Orientation to PowerPoint Topic
1A: The PowerPoint Environment
Topic 1B: Orientation to Views
Topic 1C: Navigate Through a Presentation
Topic 1D: Edit Slide Text
Topic 1E: Save the Presentation
Topic 1F: Run a Slide Show

Lesson 2: Beginning a Presentation
Topic 2A: Create a New Presentation
Topic 2B: Change Background Color
Topic 2C: Add Slides to a Presentation
Topic 2D: Enter Text
Topic 2E: Create a Presentation from a Microsoft Word Outline

Lesson 3: Formatting Text Slides
Topic 3A: Apply Character Formats
Topic 3B: Align Text
Topic 3C: Change Line Spacing
Topic 3D: Change Indents

Lesson 4: Adding Tables to a Presentation
Topic 4A: Create a Table
Topic 4B: Format Tables
Topic 4C: Insert a Table from Microsoft Word

Lesson 5: Charting Data
Topic 5A: Create a Column Chart
Topic 5B: Edit Chart Data
Topic 5C: Change Chart TypeTopic 5D: Insert a Chart from Microsoft Excel

Lesson 6: Modifying Objects
Topic 6A: Resize Objects
Topic 6B: Copy and Duplicate Objects
Topic 6C: Move Objects
Topic 6D: Changing Object Orientation
Topic 6E: Format Objects
Topic 6F: Group and Ungroup Objects
Topic 6G: Change the Order of Objects

Lesson 7: Adding Images to a Presentation Topic
7A: Add Clip Art
Topic 7B: Add a Picture from a File
Topic 7C: Draw Lines and Shapes
Topic 7D: Insert WordArt

Lesson 8: Preparing to Deliver a Presentation

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Topic 8A: Spell Check
Topic 8B: Arrange Slides
Topic 8C: Add Transitions
Topic 8D: Create Speaker Notes
Topic 8E: Send a Presentation to Microsoft Word
Topic 8F: Print the Presentation
Topic 8G: Package a Presentation for CD

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Microsoft PowerPoint Level II
COURSE DESCRIPTION: Enhance presentations with features that will transform basic presentations into thosewith a powerful means of communication.
COURSE OBJECTIVE: Draw, animate, and format presentations with professional-quality content such that they
may be communicated to a wide variety of live, remote, and self-service audiences.
TARGET STUDENT: This course is designed for students who desire to gain the skills necessary to work withdesign templates, organizational charts, special effects, Web presentations, collaboration functionality, andadvanced presentation delivery, or students who desire to prepare for the Microsoft Office Specialist exam in
Microsoft® PowerPoint® and who already have knowledge of the basics of Microsoft® PowerPoint® 2003,
including slide formatting, working with tables, images, and objects, charting data, and presentation preparation.

Lesson 1: Creating a Custom Design Template
Topic 1A: Define Design Template Characteristics
Topic 1B: Create a Custom Color Scheme
Topic 1C: Set Up a Slide Master
Topic 1D: Format Custom Bullets
Topic 1E: Add a Footer
Topic 1F: Modify the Notes Master
Topic 1G: Save a Custom Design Template

Lesson 2: Adding Organization Charts and Diagrams
Topic 2A: Working with Organization Charts
Topic 2B: Update an Organization Chart
Topic 2C: Applying a Chart Layout
Topic 2D: Create a Diagram
Topic 2E: Draw a Flowchart

Lesson 3: Adding Special Effects
Topic 3A: Add Sound and Movies
Topic 3B: Add Animation
Topic 3C: Emphasize Objects
Topic 3D: Set a Motion Path
Topic 3E: Set the Order of Effects

Lesson 4: Creating Web Presentations
Topic 4A: Create a Group Home Page with the AutoContent Wizard
Topic 4B: Hyperlink to a Web Page
Topic 4C: Publish as a Web Page

Lesson 5: Collaborating in PowerPoint
Topic 5A: Set Password Protection
Topic 5B: Work with Comments
Topic 5C: Send a Presentation for Review
Topic 5D: Merge Revision Copies
Topic 5E: Apply Reviewer Changes

Lesson 6: Delivering a Presentation
Topic 6A: Hyperlink Within PowerPoint
Topic 6B: Add an Action Button

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Topic 6C: Set Up a Custom Show
Topic 6D: Annotate a Presentation
Topic 6E: Working with Narrations and Slide Timings
Topic 6F: Set Up a Slide Show to Repeat Automatically

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Microsoft PowerPoint – 2007 New Features
COURSE LENGTH: 0.5 day(s)Course Description: You have worked with Microsoft® Office PowerPoint® 2003 (or earlier) to create
presentations. PowerPoint 2007, with its redesigned interface, enhanced features, and results-oriented authoring
tools, improves the process of creating dynamic presentations. In this course, you will work with the new andenhanced features available in Microsoft® Office PowerPoint® 2007.
Course Objective: You will explore the components of the results-oriented interface of the PowerPoint
environment and customize the interface to suit your requirements. You will identify and use the new andenhanced features of PowerPoint 2007 to create dynamic and visually appealing presentations. You will thenfinalize a presentation and secure it with a digital signature to authenticate its validity.
Target Student: This course is designed for experienced PowerPoint users who have worked with earlier versionsof Microsoft® Office PowerPoint®, ideally Microsoft® Office PowerPoint® 2003, and who have upgraded to
Microsoft® Office PowerPoint® 2007.
Prerequisites: Students enrolling in this course should understand how to use a version of PowerPoint, preferably2003 or XP, and have some familiarity with the Internet. This course covers the commonly used new features for atypical user. Due to the nature of this course and the minimal prerequisites, there are other more advanced newfeatures that are not covered in depth.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course Content:

Lesson 1: Exploring the PowerPoint Environment
Topic 1A: Explore the User Interface
Topic 1B: Work with the Ribbon
Topic 1C: Work with Contextual Tabs
Topic 1D: Use the PowerPoint Galleries
Topic 1E: Customize the PowerPoint Interface

Lesson 2: Enhancing the Presentation Layouts
Topic 2A: Create Custom Slide Layouts
Topic 2B: Work with Themes

Lesson 3: Creating Dynamic Presentations
Topic 3A: Apply Rich Text and Typography Effects
Topic 3B: Enhance Presentations with Graphic Effects
Topic 3C: Enhance Table Layout
Topic 3D: Work with Charts

Lesson 4: Finalizing the Presentation
Topic 4A: Customize Slide Shows
Topic 4B: Secure Presentations
Topic 4C: Save a Presentation

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Microsoft Word Level I
COURSE OBJECTIVE: You will create, edit, and enhance standard business documents using Microsoft Office
Word 2003.
TARGET STUDENT: Persons with a basic understanding of Microsoft Windows who need to learn how to use
Microsoft Word to create, edit, format, lay out, and print standard business documents complete with tables andgraphics.

Lesson 1: Creating a Basic Document
Lesson 2: Editing a Document
Topic 2A: Navigate in a Document
Topic 2B: Insert Text
Topic 2C: Select Text
Topic 2D: Create an AutoText Entry
Topic 2E: Move and Copy Text
Topic 2F: Delete Blocks of Text
Topic 2G: Undo Changes
Topic 2H: Find and Replace Text

Lesson 3: Formatting Text
Topic 3A: Change Font and Size
Topic 3B: Apply Font Styles and Effects
Topic 3C: Change Text Color
Topic 3D: Highlight Text
Topic 3E: Copy Formats
Topic 3F: Clear Formatting
Topic 3G: Find and Replace Text Formatting

Lesson 4: Formatting Paragraphs
Topic 4A: Set Tabs
Topic 4B: Change Paragraph Alignment
Topic 4C: Indent Paragraphs
Topic 4D: Add Borders and Shading
Topic 4E: Apply Styles
Topic 4F: Create Lists
Topic 4G: Change Spacing Between Paragraphs and Lines

Lesson 5: Proofing a Document
Topic 5A: Use the Thesaurus
Topic 5B: Check Spelling and Grammar
Topic 5C: Create a New Default Dictionary
Topic 5D: Check Word Count
Topic 5E: Modify a Document in Print Preview

Lesson 6: Adding Tables
Topic 6A: Create a Table
Topic 6B: Enter Data in a Table
Topic 6C: AutoFormat a Table
Topic 6D: Convert Text into a Table

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Lesson 7: Inserting Graphic Elements
Topic 7A: Insert Symbols and Special Characters
Topic 7B: Insert a Clip Art Picture
Topic 7C: Add a Watermark

Lesson 8: Controlling Page Appearance
Topic 8A: Set Page Orientation
Topic 8B: Change Page Margins
Topic 8C: Apply a Page Border
Topic 8D: Add Headers and Footers - Topic 8E: Insert a Page Break

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Microsoft Word Level II
COURSE DESCRIPTION: Add components such as customized lists, tables, charts, and graphics. You will also
create personalized Microsoft® Word efficiency tools.
PREREQUISITES: Students should be able to use Word to create, edit, format, save, and print basic businessdocuments that contain text, basic tables, and simple graphics.
DELIVERY METHOD: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.

Lesson 1: Managing Lists
Topic 1A: Sort a List
Topic 1B: Restart a List
Topic 1C: Create an Outline Numbered List
Topic 1D: Customize List Appearance

Lesson 2: Customizing Tables and Charts
Topic 2A: Sort a Table
Topic 2B: Modify Table Structure
Topic 2C: Merge or Split Cells
Topic 2D: Position Text in a Table Cell
Topic 2E: Apply Borders and Shading
Topic 2F: Perform Calculations in a Table
Topic 2G: Create a Chart from a Word Table
Topic 2H: Modify a Chart

Lesson 3: Customizing Formatting
Topic 3A: Modify Character Spacing
Topic 3B: Add Text Effects
Topic 3C: Control Paragraph Flow

Lesson 4: Working with Custom Styles
Topic 4A: Create a Character or Paragraph Style
Topic 4B: Modify an Existing Style
Topic 4C: Create a List Style
Topic 4D: Create a Table Style

Lesson 5: Modifying Pictures
Topic 5A: Set Picture Contrast or Brightness
Topic 5B: Crop a Picture
Topic 5C: Wrap Text Around a Picture

Lesson 6: Creating Customized Graphic Elements
Topic 6A: Draw Shapes and Lines
Topic 6B: Insert WordArt
Topic 6C: Insert Text Boxes
Topic 6D: Create Diagrams

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Microsoft Word Level I
Lesson 7: Controlling Text Flow
Topic 7A: Insert Section Breaks
Topic 7B: Insert Columns
Topic 7C: Link Text Boxes

Lesson 8: Automating Common Tasks
Topic 8A: Run a Macro
Topic 8B: Create a Macro
Topic 8C: Modify a Macro
Topic 8D: Customize Toolbars and Buttons
Topic 8E: Add Menu Items

Lesson 9: Automating Document Creation
Topic 9A: Create a Document Based on a Template
Topic 9B: Create a Document by Using a Wizard
Topic 9C: Create or Modify a Template
Topic 9D: Change the Default Template Location
Topic 9E: Insert a MacroButton Field in a Template

Lesson 10: Performing Mail Merges
Topic 10A: The Mail Merge Process
Topic 10B: Perform a Merge on Existing Documents
Topic 10C: Merge Envelopes and Labels
Topic 10D: Use Word to Create a Data Source

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Microsoft Word Level III
COURSE OBJECTIVE: You will create, manage, revise, and distribute long documents, forms, and Web pages.
PREREQUISITES: Students should be able to use Word to create, edit, format, save, and print businessdocuments that contain text, tables, and graphics. Students should also be able to use a Web browser and an
email program. A basic understanding of XML would also be helpful. In order to understand how Word interacts
with other applications in the Microsoft Office System, students should have a basic understanding of how
worksheets and presentations work.

Lesson 1: Using Microsoft Office Word with Other Programs
Topic 1A: Link to a Microsoft® Office Excel Worksheet
Topic 1B: Link a Chart to Excel Data
Topic 1C: Send a Document Outline to PowerPoint
Topic 1D: Extract Text from a Fax
Topic 1E: Save a Document as a Different File Format
Topic 1F: Look Up Information Using Research Sites
Topic 1G: Send a Document as an Email Attachment

Lesson 2: Collaborating on Documents
Topic 2A: Modify User Information
Topic 2B: Create a New Version of a Document
Topic 2C: Delete Old Versions
Topic 2D: Send a Document for Review
Topic 2E: Use Comments
Topic 2F: Compare Document Changes
Topic 2G: Merge Document Changes
Topic 2H: Review a Document

Lesson 3: Adding Reference Marks and Notes Topic
3A: Insert Bookmarks
Topic 3B: Insert Footnotes and Endnotes
Topic 3C: Add Captions
Topic 3D: Insert Cross-references

Lesson 4: Making Long Documents Easier to Use
Topic 4A: Mark Text for Indexing
Topic 4B: Insert an Index
Topic 4C: Insert a Table of Figures
Topic 4D: Mark Text for a Table of Authorities
Topic 4E: Insert a Table of Authorities
Topic 4F: Insert a Table of Contents Topic
4G: Create a Master Document
Topic 4H: Automatically Summarize a Document

Lesson 5: Securing a Document
Topic 5A: Update a Document's Properties
Topic 5B: Save a Document without Personal Information
Topic 5C: Hide Text
Topic 5D: Limit Formatting Choices in a Document
Topic 5E: Select Regions of a Document that Can Be Modified
Topic 5F: Add a Digital Signature to a Document

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Microsoft Word Level I
Topic 5G: Require a Password to Open a Document

Lesson 6: Creating Web Pages
Topic 6A: Create a Web Page
Topic 6B: Insert Hyperlinks
Topic 6C: Insert a Movie Clip into a Web Page
Topic 6D: Apply a Theme to a Web Page
Topic 6E: Create a Framed Web Page
Topic 6F: Save a Web Page to a Web Server

Lesson 7: Creating Forms
Topic 7A: Add Form Fields to a Document
Topic 7B: Protect a Form
Topic 7C: Save Form Data as Plain Text
Topic 7D: Automate a Form

Lesson 8: Using XML in Word Topic 8A: Tagan Existing Document
Topic 8B: Save a Document as XML
Topic 8C: Transform an XML Document

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Microsoft Word – 2007 New Features
COURSE LENGTH: 0.5 day(s)Course Description: In the past, you have extensively used Microsoft® Office Word 2003 to author and format
content and graphics within documents. Word 2007 with its new features, user-friendly formatting, design, andauthoring tools, improves the process of document creation and distribution. In this course, you will be introduced to
the new and enhanced features available in Microsoft Office Word 2007.
Course Objective: You will explore the components of the results-oriented interface of the Word environment andcustomize the interface to suit your requirements. You will then use the tools available in Word 2007 to create
documents that look professional and also visually appealing. You will then compare different versions of adocument, in addition to finalizing and securing your document before it reaches its target audience.
Target Student: This course is designed for experienced Word users who have worked with earlier versions ofMicrosoft® Office Word, ideally Microsoft® Office Word 2003, and who have upgraded to Microsoft Office Word
2007.
Prerequisites: Students enrolling in this course should understand how to use some version of Word, preferably
2003, and have some familiarity with the Internet. This course covers the commonly used new features for a typicaluser. Due to the nature of this course and the minimal prerequisites, there are other more advanced new featuresthat are not covered in depth.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on
activities.
Course Content:

Lesson 1: Exploring the Word Environment
Topic 1A: Explore the User Interface
Topic 1B: Work with the Ribbon
Topic 1C: Work with Contextual Tabs
Topic 1D: Use the Word Galleries
Topic 1E: Customize the Word Interface

Lesson 2: Creating Professional-Looking Documents
Topic 2A: Apply Styles
Topic 2B: Apply Document Themes
Topic 2C: Add Building Blocks
Topic 2D: Work with Illustrations
Topic 2E: Build an Equation
Topic 2F: Add Citations and a Bibliography

Lesson 3: Finalizing Documents
Topic 3A: Compare Reviewed Documents
Topic 3B: Inspect Documents

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Topic 3C: Apply Digital Signatures
Topic 3D: Save a Document

Microsoft XP Pro Level I
COURSE DESCRIPTION: This course provides a broad foundation for students so that they will have agreater awareness and confidence using personal computers. Students will gain practical information andskills, such as what a computer is, how to manage personal files and folders that they create, and how to use
many of the programs that come with Windows XP.
PERFORMANCE-BASED OBJECTIVES:• Use fundamental personal computing terminology.
• Use fundamental Windows XP skills.
• Use Windows Explorer to manage files and folders.
• Use common Windows XP program techniques by working with several programs at the same time.

Lesson 1: Getting Started with Personal Computers
Topic 1A: Uses of Personal Computers
Topic 1B: Types of Personal Computers
Topic 1C: Common Computer Components
Topic 1D: How Personal Computers Work
Topic 1E: Start the PC
Lesson 2: Using a Personal Computer
Topic 2A: Log On to a PC
Topic 2B: Explore the Desktop with the Mouse
Topic 2C: Manipulate Open Windows
Topic 2D: Use Help And Support
Topic 2E: Adjust the Mouse
Lesson 3: Managing Folders and Files
Topic 3A: Folder and File Organization
Topic 3B: Access the Windows Explorer
Topic 3C: Use the Search Companion
Topic 3D: Work with Folders
Topic 3E: Work with Files
Topic 3F: Create Shortcuts
Topic 3G: Use the Recycle Bin
Lesson 4: Using Programs at the Same Time
Topic 4A: Create a Document in WordPad
Topic 4B: Use the Address Book
Topic 4C: Format Text

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Topic 4D: Use the Calculator
Topic 4E: Customize a Logo in Paint
Topic 4F: Turn Off the Computer
APPENDIX A: Windows XP Keyboard Shortcuts

Microsoft XP Pro Level II
COURSE DESCRIPTION: This course provides a broad foundation for students so that they will have agreater awareness and confidence using personal computers. Students will share files and resources withcoworkers over a network. They will explore how Windows XP takes advantage of the Internet. Lastly,
students will learn how to customize and maintain their computers to create the most efficient workspacepossible. In general, this course may enable students to participate in conversations, make appropriate
requests, and troubleshoot problems related to personal computers.
PERFORMANCE-BASED OBJECTIVES:• Customize the Windows XP environment.
• Share files, folders, and resources over a network.
• Access the Internet using Windows XP programs.
• Use Windows XP tools to maintain the computer.

Lesson 1: Customizing Windows XP Topic
1A: Apply a Theme
Topic 1B: Customize the Desktop
Topic 1C: Select a Screen Saver
Topic 1D: Modify Appearance and Effects
Topic 1E: Control the Start Menu
Topic 1F: Customize the Taskbar
Lesson 2: Making Connections
Topic 2A: An Overview of Networks
Topic 2B: Add a PrinterTopic 2C: Manage Print Jobs
Topic 2D: Share Files
Topic 2E: Work Remotely
Lesson 3: Using Windows XP and the Internet
Topic 3A: An Overview of the Internet
Topic 3B: Search the Internet
Topic 3C: Keep Windows XP Up-to-date
Topic 3D: Communicate with Windows Messenger
Topic 3E: Use Remote AssistanceLesson 4: Maintaining the Computer

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Topic 4A: Diagnose System Problems
Topic 4B: Clean Up the Hard Disk
Topic 4C: Defragment the Hard Disk
Topic 4D: Back Up and Restore Personal Files Topic
4E: Restore System Files

Photography
Classes available for all aspects of photography from the mechanics of 35mm photography, composition &lighting, to post production in Photoshop.
Professional photo shoots for Vitas, promotional & marketing, or any other professional use is also available.

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