Training and Employee Development Course Content
Training Courses are presented at your work location by Human Resources Professional Group.
Contact Us for more information on our classroom training programs.
Online Training Courses
Essential Skills of Leadership
Essential Skills of Leadership is one of two foundation courses in the supervision
series which help to develop skills that are basic to all the other courses in the
series. Learners acquire these skills through a variety of exercises and skill
building techniques. The audience for this course consists of team leaders,
supervisors, and first-line managers.
Essential Skills of Leadership is the first step to developing successful managers.
By focusing on three critical management skills, the program establishes a
methodology for productive interactions between team members and team
leaders. Essential Skills of Leadership helps experienced managers, new
managers, and aspiring managers refocus on the basics - the skills required to
manage the individual while also leading the team.
Course Objectives
Like the team leader in the video, when you have completed the Essential Skills
of Leadership course, you will be able to:
- Deal with your team members on a day-to-day basis in such a way as to
maintain and enhance their self-esteem.
- Base your discussions about performance and work habits on your team
member's behaviors rather than on their personalities or attitudes.
- Involve your team members in goal setting, solving problems, and making
decisions.
Offered in English or Spanish.
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Essential Skills of Communicating
Essential Skills of Communicating is one of two foundation courses in the
supervision series which help to develop skills that are basic to all the other
courses in the series. Learners acquire these skills through a variety of exercises
and skill building techniques. The audience for this course consists of team
leaders, supervisors, and first-line managers.
Essential Skills of Communicating provides the tools necessary to develop
clear, concise messages. Focusing on communication as a two-way process,
the program can help even experienced managers improve their messages by
making them clear, well organized and aimed at the needs and interests of the
listener. By developing the essential skills of communicating, managers improve
relations with their team members and increase productivity.
Course Objectives
Like the team leader in the video, when you have completed the Essential Skills
of Communicating course, you will be able to:
- See that communication is a two-way process.
- Construct clear, concise messages in the interest of the receiver.
- Manage nonverbal behaviors to reinforce the intent of your message.
- Listen actively to improve communication.
- Create a climate of open communication which increases your team members'
motivation and commitment.
Offered in English or Spanish.
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Coaching Job Skills
Coaching Job Skills focuses on interpersonal skills, emphasizing communication
and improvement of management skills by using behavior modeling. For
maximum benefit, it is recommended that learners first experience the two
foundation modules, Essential Skills of Leadership and Essential Skills of
Communicating prior to taking this course. The audiences for this course are
team leaders, supervisors, and first-line managers.
Coaching Job Skills provides the tools necessary to successfully coach
individuals to perform a job, a task, or a skill. In order to achieve results,
coaching must go beyond just showing how to do something. Coaching involves
observing, analyzing demonstrating, and giving feedback. It's a process of
developing relationships with team members - relationships that ultimately can
build the trust and respect that are the foundation of successful organizations.
Course Objectives
When you have completed the Coaching Job Skills course, you will be able to
conduct a successful meeting with a team member to coach them on how to
perform a job, task, or skill by:
- Understanding the special nature of coaching; a one-on-one activity that
involves showing a team member how to perform a task.
- Distinguishing between performance problems that require coaching and those
that can best be handled by clearer instructions or by other means.
- Understanding the importance of observation and analysis before coaching a
team member, since coaching, like all effective training activities, must be well
thought-out and carefully planned.
- Involving the team member in the coaching process by asking questions and
encouraging feedback.
Offered in English or Spanish.
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Communicating Up
Communicating Up focuses on interpersonal skills, emphasizing communication
and improvement of management skills by using behavior modeling. For
maximum benefit, it is recommended that learners first experience the two
foundation modules, Essential Skills of Leadership and Essential Skills of
Communicating prior to taking this course. The audiences for this course are
team leads, supervisors, and managers.
Most managers and team leaders realize the importance of upward
communication, but few accept the responsibility for the quality and effectiveness
of communicating with their own managers. Managers and team leaders will
learn how to frame communication so that a desired result is achieved.
Course Objectives
When you have completed the Communicating Up course, you will be able to
conduct a successful meeting with a team member to coach them on how to
perform a job, task, or skill by:
- Understand the importance of framing all communication with your manager in
terms of his/her self-interest.
- Enter meetings with your manager armed with a well-thought-out and clearly
stated objective.
- Clearly link your objective with facts that support plans and goals.
Work with your manager to uncover any questions or reservations he/she may
have concerning your message.
- Move conversations toward agreement using questions that focus on benefits to
be gained when your objective is reached.
- Clearly and concisely restate the decisions that result from communicating with
our manager and insure that those decisions are mutually understood.
Offered in English or Spanish.
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Delegating
Delegating focuses on interpersonal skills emphasizing communication and
improvement of management skills by using behavior modeling. For maximum
benefit, it is recommended that learners first experience the two foundation
modules, Essential Skills of Leadership and Essential Skills of Communicating,
prior to taking this course. The audiences for this course are team leaders,
supervisors, and first-line managers.
Delegating provides the tools necessary to develop messages that communicate
the "what" and the "why" of every delegated task. Focusing on ensuring that the
individual understands what is required helps facilitate a successful result - the
work is done correctly, and the individual gains the benefits of a new experience
and increased confidence and responsibility.
Course Objectives
When you have completed this workshop on Delegating, you will be able to:
- Understand the importance of effective delegation as well as the problems
associated with the lack of delegating or delegating poorly.
- Communicate both the need for and the "why" of every delegated assignment
and task.
- Use delegation as a powerful motivational tool. Use delegation to improve your
team members' skills.
- Encourage team member participation and involvement through proper
delegating methods.
- Establish a team member's responsibility and authority for a delegated task.
Regularly monitor progress through feedback and review.
Offered in English or Spanish.
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Developing Performance Goals and Standards
Developing Performance Goals and Standards focuses on interpersonal skills,
emphasizing communication and improvement of management skills by using
behavior modeling. For maximum benefit, it is recommended that learners first
experience the two foundation modules, Essential Skills of Leadership and
Essential Skills of Communicating prior to taking this course. The audiences for
this course are team leaders, supervisors, and first-line managers.
Unless managers and team leaders are successful in spelling out the
organization's specific goals, their team members are not going to know how to
meet those objectives. This module shows trainees how to establish specific,
measurable, attainable, results-oriented, and time-framed performance goals. It
then illustrates the steps that gain team member agreement and commitment to
those performance goals.
Course Objectives
When you have completed the Developing Performance Goals and Standards
course, you will be able to conduct a successful meeting with a team member to
coach them on how to perform a job, task, or skill by:
- Defining goals, objectives and performance standards.
- Identifying and set performance standards that are specific, measurable,
attainable, results-oriented, and time-framed, using concrete active language.
- Establishing time limits for all performance standards.
- Involving team members in creating their own individual performance
standards.
- Negotiating with team members to develop effective S.M.A.R.T.-based
performance standards.
- Monitoring team members' progress toward their goals by holding individual
review meetings.
Offered in English or Spanish.
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Effective Discipline
Effective Discipline focuses on interpersonal skills, emphasizing communication
and improvement of management skills by using behavior modeling. For
maximum benefit, it is recommended that learners first experience the two
foundation modules, Essential Skills of Leadership and Essential Skills of Communicating prior to taking this course. The audiences for this course are
team leaders, supervisors, and first-line managers.
Effective Discipline helps managers learn effective techniques for addressing
problem behavior. Using communication skills, the manager works to preserve
the individual's self-respect and encourage the best kind of discipline - self-
discipline.
Course Objectives
When you have completed the Effective Discipline course, you will be able to
conduct a successful meeting with a team member to coach them on how to
perform a job, task, or skill by:
- Using techniques of effective discipline to eliminate problem behavior.
Communicating in terms of behavior rather than perception or opinions.
- Recognizing the importance of team member participation in defining the
problems and their solutions.
- Managing the discussion to diminish defensiveness and focus on solutions.
- Issuing appropriate warning consistent with your organization's policies.
- Reviewing performance to make sure the problem is solved.
Offered in English or Spanish.
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Improving Work Habits
Improving Work Habits focuses on interpersonal skills, emphasizing
communication and improvement of management skills by using behavior
modeling. For maximum benefit, it is recommended that learners first experience
the two foundation modules, Essential Skills of Leadership and Essential Skills of
Communicating prior to taking this course. The audiences for this course are
team leaders, supervisors, and first-line managers.
Improving Work Habits provides the tools necessary to recognize and to address
poor work habits - even those of a team member who may be successful in his
or her job. By focusing on the negative behavior and gaining the individual's
acceptance and commitment to change, the manager effectively addresses the
issue before it develops into a disciplinary problem for everyone on the team.
Course Objectives
When you have completed this workshop on Improving Work Habits, you will be
able to:
- Distinguish between job performance and work habits.
- Understand the importance of dealing with unsatisfactory work habits early,
before they require disciplinary action.
- Explain clearly and specifically to a team member the nature of his/her
unsatisfactory work habits, focusing on behavior rather than personality or
attitude.
- Involve the team member in the process of correcting the unsatisfactory
behavior through an interactive process which maintains the team member's self-
esteem.
- Increase team member accountability by getting team member commitment to
a clear plan of action and by reviewing progress regularly.
Offered in English or Spanish.
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Managing Complaints
Managing Complaints focuses on interpersonal skills, emphasizing
communication and improvement of management skills by using behavior
modeling. For maximum benefit, it is recommended that learners first experience
the two foundation modules, Essential Skills of Leadership and Essential Skills
of Communicating prior to taking this course. The audiences for this course are
team leaders, supervisors, and first-line managers.
As the leaders on the front line, managers and team leaders are often the
first to hear team member complaints. And though sometimes they may seem
unimportant, each complaint should be addressed and resolved. This module
shows how to resolve simple complaints and identify the hidden agendas that so
often underlie the chronic grievances.
Course Objectives
When you have completed the Managing Complaints course, you will be able
to conduct a successful meeting with a team member to coach them on how to
perform a job, task, or skill by:
- Understanding why all team member complaints must be dealt with rather than
ignored or dismissed.
- Being more sensitive to all the problems-major or trivial, real or imagined-that
can lie behind complaints.
- Understanding techniques used to determine underlying problems, which are
not always the same as those the team member thinks are responsible for his/
her difficulties.
- Using various techniques to solve such problems while maintaining a positive
relationship with the team member.
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Providing Performance Feedback
Providing Performance Feedback focuses on interpersonal skills, emphasizing
communication and improvement of management skills by using behavior
modeling. For maximum benefit, it is recommended that learners first experience
the two foundation modules, Essential Skills of Leadership and Essential Skills
of Communicating prior to taking this course. The audiences for this course are
team leaders, supervisors, and first-line managers.
Providing Performance Feedback shows the way evaluation is done by the
experts. First, relevant performance standards are established. Then the team
member's own performance evaluation is solicited. This accomplished, the
stage is set for a summary evaluation that will be clear and credible to the team
member.
Course Objectives
When you have completed the Providing Performance Feedback course, you will
be able to conduct a successful meeting with a team member to coach them on
how to perform a job, task, or skill by:
- Basing assessments on facts and behavior.
- Assess performance.
- Using positive performance feedback to encourage self-motivation of team
members.
- Gaining team member participation in assessment.
- Gaining team member agreement with the assessment.
- Gaining team member commitment to the change needed to improve the
performance.
Offered in English or Spanish.
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Resolving Conflicts
Resolving Conflicts focuses on interpersonal skills, emphasizing communication
and improvement of management skills by using behavior modeling. For
maximum benefit, it is recommended that learners first experience the two
foundation modules, Essential Skills of Leadership and Essential Skills of
Communicating prior to taking this course. The audiences for this course are
team leaders, supervisors, and first-line managers.
Resolving Conflicts helps managers develop skills to identify the source of team
member conflicts. Using effective communication and management techniques,
managers can help individuals understand another point of view and move
beyond the conflict.
Course Objectives
When you have completed the Resolving Conflicts course, you will be able to
conduct a successful meeting with a team member to coach them on how to
perform a job, task, or skill by:
- Distinguishing between the two major sources of team member conflicts:
personality clashes and work structure problems.
- Being aware of the positive and negative impacts of conflicts.
- Accepting conflict as an inevitable part of all work situations, one that must be
dealt with, not ignored.
- Establishing a cooperative atmosphere to resolve conflicts when they arise.
- Helping individuals involved in conflicts understand each other's point of view.
- Leading them to agree on the facts and a solution.
Offered in English or Spanish.
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Supporting Change
Supporting Change focuses on interpersonal skills, emphasizing communication
and improvement of management skills by using behavior modeling. For
maximum benefit, it is recommended that learners first experience the two
foundation modules, Essential Skills of Leadership and Essential Skills of
Communicating prior to taking this course. The audiences for this course are
team leaders, supervisors, and first-line managers.
Supporting Change helps managers learn to understand and to interpret change.
By understanding it, managers can more clearly communicate change to their
team. This clear communication helps to reduce misunderstanding and anxiety. It
also helps the change initiative gain acceptance more quickly - minimizing lost
productivity and decreased performance.
Course Objectives
When you have completed the Supporting Change course, you will be able to
conduct a successful meeting with a team member to coach them on how to
perform a job, task, or skill by:
Understanding and interpret change and the impact on your team members.
Viewing change and the anxiety it can cause team members as natural and
inevitable.
Assisting your team members as they adjust to change.
Involving team members in the process of change.
Helping your team members make the change.
Following up on initial meeting to make sure adjustment to the change is going
as planned.
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Motivating Team Members
Motivating Team Members helps managers learn the four stages to influence
a team member to perform a task, while creating a work environment that will
motivate higher performance. Throughout the workshop managers will participate
in reading, discussion, assessments, diagnostics, small group exercises and
rehearsal modeling with real life situations, and facilitator coaching. Managers
leave the workshop with implementation tools, troubleshooting guides and
additional resources to help them apply the skills they have learned on the job.
Course Objectives
When you have completed the Motivating Team Members course, you will be
able to conduct a successful meeting with a team member to coach them on how
to perform a job, task, or skill by:
- Improve your team member's performance.
- Understand the factors that motivate team members to perform effectively.
- Understand how motivation varies from team member to team member.
- Distinguish between motivators and dissatisfiers.
- Learn how to create a work environment for each team member that will
motivate higher performance.
Offered in English only.
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Winning Through Customer Service
This workshop trains your sales and service personnel to present a professional
image and to communicate effectively in everyday customer service transactions,
as well as in difficult situations. The skills taught address the major concerns
identified by over fifty organizations within the service industry and over 10 years
of product field research. At the heart of this program, is a step-by-step process
for conducting a customer service transaction.
Course Format Flexibility
The program is a core 1 1/2-day program that can also be delivered in a
condensed one-day version, or in three 1/2-day sessions to accommodate
your busy training schedules. The program incorporates the use of Delivering
Customer Focused Service and Dealing with Difficult Customers as pre work or
post-work, allowing you to focus more in-class time on customer-specific role
plays and group discussions. An optional feature shows you how to incorporate
behavior/communication style surveys to reinforce the communication portion of
the program.
Winning Through Customer Service-New Edition is designed to be administered
by one of our trainers. Since there are many options built-into this program,
Human Resources Professional Group is available to answer any questions you
may have on how to implement or customize the course in a way that is right for
your specific needs.
Modules include:
- Your Role as a Professional
- The Essential Communication Skills
- The Customer Service Transaction
- Dealing With Difficult Customer Situations
Offered in English only.
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Unlawful Harassment for Supervisors (CA Mandated two-hour AB1825
compliant)
AB 1825's sexual harassment training requirements apply to organizations that
regularly employ 50 or more employees, or regularly "receive the services of" 50 or more persons. (Independent contractors and temps are included in the
50+ number.) Employers must provide two hours of training to each supervisory
employee, every two years, or within six months of a promotion or new hire into
a supervisory role. Training must be provided to all employees in California who
have "supervisory authority," a broadly defined term in California. It generally
includes anyone having the authority to exercise independent judgment to:
- Hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward
or discipline other employees
- Direct the work of other employees or adjust their grievances
- Effectively recommend any of these actions
This definition includes employees who make recommendations to managers
about such matters must receive training if their recommendations are likely to be
acted upon.
This course complies with the requirements of AB1825 and includes training on
other types of discriminatory actions. It is presented by qualified subject matter
experts and incorporates your current Unlawful Harassment policy along with
interactive scenarios and exercises.
Offered in English or Spanish.
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Unlawful Harassment for Employees (one-hour training session)
The purpose of the sexual harassment training provided by Human Resources
Professional Group is to create a pleasant work environment for all employees.
Providing unlawful harassment training sends a message by our clients that they
hold their employees responsible for their own actions.
Our onsite training is one hour in length, incorporates your company's unlawful
harassment policy and is presented in a fast-paced, interactive format.
Offered in English or Spanish.
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Classroom Training
Essential Skills of Leadership
Essential Skills of Communicating
Coaching Job Skills
Communicating Up
Delegating
Developing Performance Goals and Standards
Effective Discipline
Improving Work Habits
Managing Complaints
Providing Performance Feedback
Resolving Conflicts
Supporting Change
Motivating Team Members
Winning Through Customer Service
Unlawful Harassment for Managers (CA AB1825 compliant) - 2 hour training
Unlawful Harassment for Employees - 1 hour training
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