June DeLeo

*Managing Change*
Approximately 1,000 new products are introduced into America’s supermarkets every month. During the decade of the 1980’s, a total of 230 companies - 46% - disappeared from the Fortune 500. Change is the one constant in today’s world. Are your managers equipped to handle it? The success or failure of change initiatives lie on the shoulders of your managers. Their ability to positively influence staff and manage resistance to change is crucial. This seminar will take your managers through the phases of change and leave them with a better understanding of how change effects staff, and what tools are needed to make the change happen smoothly and successfully.
Participants Learn: The transitions that individuals and companies go through during a change. The four levels of change. The three phases of change. How to plan organizational change: gap analysis. How to manage the change.	Benefits: Managers will be better prepared to take the steps to plan change in order to have a successful outcome. Managers will have an understanding of the challenges and issues they will face when implementing change. Managers will be given the tools to deal with resistance from employees. Managers will discover techniques to increase team involvement.
*Interviewing: Finding the Right Person*
Most managers think they know how to interview, but all managers who have taken this seminar, no matter how long they have been interviewing, say they have learned from it. This seminar includes interactive discussions, quizzes, role-plays, and a video with real-life examples.
Participants Learn: How to determine relevant information from an application. Legal and illegal questions: What you may and may not ask in an interview. Past behavior is the best predictor of future behavior, and how to discover the candidate’s past behavior. How to get a quiet candidate to open up in an interview, and how to control an interview with a talkative candidate How to avoid common interviewer errors.	Benefits: Supervisors will feel more comfortable with the interview process They will hire better employees, decreasing turnover, increasing productivity. Supervisors leave with over 100 probing interview questions. They will understand what questions are not appropriate to ask in an interview, and learn techniques to avoid perceptions of discrimination which can lead to costly legal fees for your company.
*Preventing Sexual Harassment*
Preventing sexual harassment is a crucial factor in today’s workplace in terms of employee relations and the tremendous potential liability. This seminar on Preventing Sexual Harassment includes interactive discussions, quizzes, and a video with real-life examples. All employees should receive the initial training. In addition, a special Managers’ Training on Sexual Harassment is offered after the employee session to discuss issues of company and individual liability as well as management’s role in ensuring a workplace free of sexual harassment.
Participants Learn: What is the difference between sexism, sex discrimination, and sexual harassment. Relevant sexual harassment law for the workplace. How a "hostile work environment" is defined by the courts. How "unwelcome conduct" is defined: Intent vs. impact, reasonable person standard, etc. Managers learn the liabilities involved in sexual harassment cases.	Benefits: Employees understand what behaviors may constitute sexual harassment, and how to avoid those behaviors. Managers understand their responsibilities in preventing an environment where sexual harassment exists. They also learn how to recognize warning signs. Employees learn how to respond to sexual harassment. Managers learn how to respond to employees who report sexual harassment.
*Conflict Management*
Conflict is an inevitable consequence of working with others. But people aren't born knowing how to resolve conflicts. And some people become managers without knowing how to be mediators. This practical training session, loaded with examples and participation, will give your managers the skills necessary to prevent their areas from becoming sabotaged by unmanaged conflict. This seminar gives participants the framework they need to be able to resolve conflicts in order to create a smoother and more productive workplace.
Participants Learn: The two major sources of conflict in the workplace. Steps to take when meeting with the conflicting parties in order to resolve the issue. Skills that result in a cooperative approach to resolving conflicts, rather than having a solution imposed from above.	Benefits: Managers will assess their own conflict management styles and be able to identify if their style should be modified for greater effectiveness. Managers understand that the first step in resolving conflicts is making both parties fully aware of the other's position. Managers will be able to act a "peacemakers" to resolve conflicts between others.
*Corrective Action Counseling*
The cost of replacing less productive employees is typically much higher than correcting behavior of current staff. Corrective action counseling is not a system of punishment, but rather a means of changing behavior by letting employees know expectations. Many supervisors are uncomfortable dealing with negative or emotional reactions from employees and so avoid discussing issues of concern. Other supervisors wait until they are completely frustrated with an employee, and then communicate in a punitive manner. Coaching employees in positive ways, and immediately addressing less desirable performance is the key to successful operations. This seminar will lead supervisors through the process with pointers, exercises, discussions, and role-plays.
Participants Learn: The impact of negative discipline on performance. How positive corrective action counseling can improve performance. Guidelines for effective corrective action counseling. How to plan a corrective counseling meeting. How to conduct a productive corrective meeting.	Benefits: Supervisors understand the characteristics or progressive discipline. Ways to minimize a defensive reaction when counseling employees are covered in order to have a productive meeting, versus a meeting where an employee is so angry he/she cannot hear what is being communicated. Techniques to respond to negative employee reactions and comments are learned and practiced so supervisors feel comfortable handling meetings, and don't back down. Watertight documentation is taught in order for your organization to avoid costly litigation.
*Customer Service Training*
Over the past several years, the U. S. has shifted from a manufacturing-based economy to a service-based economy. Customer service and customer satisfaction are both key in today's workplace. Yet poor service is still a major concern within companies. Dissatisfied customers equate to lost profits. Have your employees benefit from this training to learn how to better serve your company's customers. By understanding customer expectations, effective communication skills, how to handle special or difficult customers, how to handle complaints, and keep customers satisfied, your employees will be better equipped to handle the challenges of today's customer service marketplace.
Participants Learn: Customer expectations The importance of first impressions Where lost customers go Barriers to communication What to say when you have to say no	Benefits: Participants practice how to handle customer complaints. Employees discover how to employ active listening skills with customers. Proper ways to talk to customers are covered. Nonverbal behavior and its impact on relationships is examined. Methods to handle difficult customers are covered.
Diversity Awareness
The workforce in the new millennium is looking very different then the workforce of 30 years ago. The trends are clear, and will continue to amplify: there are more older workers, more women in a variety of jobs, many racial and ethnic groups, people with different lifestyles, and more people with disabilities entering the workforce. This seminar is for all employees. It is designed to make people aware of the differences and similarities in all people, not just in race, color, gender, age, or religion, but in personalities, backgrounds, and more. This non-threatening seminar is an ideal way to introduce the topic of diversity in a positive way.
Participants Learn: Why diversity is a more important topic than ever. And why embracing diversity is vital to your company's success. Basic diversity definitions. There are similarities and differences in all of us, regardless of race, color, gender, age, or religion. Differences influence how they and their co-workers view tasks and one another.	Benefits: Prods participants to be introspective and open to differences. Participants explore personal experiences in which they felt like an outsider or misjudged. These personal experiences are then related to the subject of diversity. Participant recognize the value of diversity. This seminar covers diversity in a non-threatening manner.
*Evaluating Performance, Performance Review Training*
Conducting performance reviews is often one the most stressful of a supervisor’s responsibilities. Lack of knowledge can lead to the typical dread, as well as to poorly completed and late reviews, which have negative legal and employee morale consequences. This seminar leads supervisors through the performance review process in a clear, step-by-step method, where participants can easily apply what they have learned. Using humor and role-plays, this seminar is packed with valuable information.
Participants Learn: Why it is important to have on-going feedback throughout the year, and how to keep track of accomplishments and areas of improvement. Golden Rules of performance reviews. How to utilize an employee’s self-review. How to properly document performance. How to conduct a performance review meeting. How to evaluate last year’s goals, and how to establish future goals together. The SMART Method for writing goals.	Benefits: Employees will have a clear understanding of performance standards and supervisory expectations. Supervisors learn to identify common mistakes in performance reviews, and how to avoid them. Supervisors learn how to properly document performance, which diffuses employee ire in situations where negative performance reviews are appropriate. Supervisors are given the knowledge and tools to feel confident documenting poor performance, alleviating the common litigious problem of an employee with poor performance and good performance reviews.
Providing Motivation and Recognition to Employees
Managers are only as productive as the people they supervise. The hard numbers show that the "soft" side to management – providing motivation and recognition to employees – pays off. Employees who are enthused, who take pride in what they accomplish, and who receive recognition for doing good work are more productive. This seminar will uncover for managers how both positive and negative work environments can influence employees’ attitudes, performance and turnover. It will also provide useful suggestions on how to motivate and recognize employees that can immediately be put into action.
Participants Learn: The effects of positive and negative feedback on the work environment. People have different needs, and are motivated by different things. Behaviors worth recognizing in order to increase the quality of work versus providing meaningless recognition that can have the opposite effect. Multiple case studies, questionnaires and discussions are covered so managers will be able to evaluate their work group and apply relevant techniques.	Benefits: Ways to motivate employees are discussed. Managers will discover how they can provide recognition to poor performers. How to give recognition effectively is covered through a film. Specific guidelines are shared on how to provide meaningful recognition, so that the employee will repeat positive behavior.
Time Management
How many people in your company say there isn’t enough time in the day? How many fail to meet deadlines, or seem overwhelmed by paperwork? Does time in your company get swallowed up by interruptions, junk mail, unproductive meetings and other time wasters? Learn how to control your day instead of your day controlling you. Learn goal setting techniques and how to redirect energy to more positive outcomes. This seminar is personalized in order for participants to discover their own time management style, and how to make changes in order to be more effective and productive in the workplace.
Participants Learn: The most common time wasters and how to avoid them. How to prioritize. Effective scheduling. Tips on dealing with distractions such as telephone calls, people, paperwork, meetings and crises. Tips for more effective meetings, how to read more effectively, and more.	Benefits: Participants are able to identify their time management style. Participants analyze how they spend their time. Following the seminar, participants will know how to utilize time management tools to better manage their time. The importance of spending the majority of time at work in leadership responsibilities: preparation, planning, prevention, and relationship building is discussed.
Train the Trainer
Learning is a continuous necessity in today’s workplace. Supervisors and a variety of other personnel have often become responsible for training employees in their companies. These endeavors take time and considerable cost to have employees away from work. But are they effective? How comfortable are your trainers? This seminar can give people the knowledge to understand audience needs, develop training content, and learn presentation skills.
Participants Learn: The difference between lecturing and facilitating. How to apply the principles of adult learning. How to identify different types of learners. How to use various questioning techniques.	Benefits: Participants will be able to create an environment conducive to learning. Upon completion of the seminar, participants will know how to prepare a lesson plan. Participants will discover how to address audience expectations. Participants will know how to apply the three elements of a presentation.