Modules

Appreciative Inquiry

• Introducing appreciative inquiry
• Changing the way you think
• Four D model
• Four I model
• Appreciative inquiry interview style
• Anticipatory reality
• The power of positive imagery
• Influencing change through appreciative inquiry
• Coaching and managing with appreciative inquiry
• Creative a positive core

Business Acumen

• Seeing the big picture
• KPI’s
• Risk management strategies
• Recognizing learning events
• You need to know these answers more
• Financial literacy
• Business acumen in management
• Critical thinking in business
• Key financial levers

Business Ethics

• What is ethics
• Implementing ethics in the workplace
• Employer/employee rights
• Business
• Ethical Decisions
• Whistle blowing
• Managerial ethics
• Unethical behaviour
• Ethics in business

Business Etiquette

• Understanding etiquette
• Networking for success
• The meet and greet
• The dining in style
• Eating out
• Business email etiquette
• Phone etiquette
• The written letter
• Dressing for success
• International etiquette

Change Management

• Preparing for change
• Identifying the WIFM
• Understanding change
• Leading and managing change
• Gaining support
• Making it all worthwhile
• Using appreciative inquiry
• Bringing people to your side
• Building resiliency
• Building flexibility

Civility in the Workplace

• Effective work etiquette
• Costs and rewards
• Conflict resolution
• Getting to the cause
• Communication
• Negotiation
• Identifying your need
• Writing a civility policy
• Implementing the policy

Conflict Resolution

• An introduction to conflict resolution
• Conflict resolution styles
• Creating an effective atmosphere
• Creating a mutual understanding
• Focusing on individual and shared needs
• Getting to the root cause
• Generating options
• Building a solution
• The short version of the process
• Additional tools

Customer Service

• Who we are what we do
• Establishing your attitude
• Identifying and addressing customer needs
• Generating return business
• In-Person customer service
• Giving customer service over the phone
• Providing electronic customer service
• Recovering difficult customers
• Understanding when to escalate
• Ten things you can do to WOW customers

Delivering Constructive Criticism

• When should feedback occur
• Preparing and planning
• Choosing a time and place
• During the session
• Setting goals
• Diffusing anger or negative emotions
• What not to do
• After the session

Health and Safety in the Workplace

• Overview
• Types of hazards
• Managers role
• Training
• Stress management
• Workplace violence
• Identifying your company hazards
• Drugs and alcohol
• Writing the safety plan
• Implement the plan

Risk Assessment and Management

• Identifying hazards and risks
• Seeking out problems before they happen
• Everyone’s responsibility
• Tracking and updating control measures
• Risk management techniques
• General office safety and reporting
• Business impact analysis
• Disaster recovery plan
• Summary of risk assessment

Teamwork and Team Building

• Defining success
• Types of teams
• The first stage of team development – forming
• The second stage of team development – storming
• The third stage of team development – norming
• The fourth stage of team development – performing
• Team building activities
• Making the most of team meetings
• Solving problems as a team
• Encouraging teamwork