Begins by dispelling some of the mythology that surrounds people who are young, old or differently abled. We evaluate our fears and look at how we can integrate all qualified employees regardless of age or physical ability.
Grade levels: Adult
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The 5 Values of GREAT Customer Service
This program opens with a series of 5 dramatizations. Each of these underscores one of the following values that will be explored: Show Respect; Personalize; Pay Attention; Show You Care; Advocate. The program then explores how we can integrate the 5 Values into our daily work. To do this, we introduce the G R E A T acronym. This stands for; Greet all customers & make them feel comfortable; Respect cultural & other personal differences; Evaluate how your customers want to be served; Adjust your approach to match your customer’s needs; Thank your customers for their business.
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Leadership Is…
This first capsule is the overview module. Here we explore the language and concepts of leadership. Topics include: what is a leader; leadership and management; who can be a leader; becoming a leader; leaders and followers; why lead.
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The Leader as Coach
This capsule investigates the coaching skills which are vital to any organization’s learning and success. Topics include: coaching in the 21st century organization; what does a coach do; effective coaching; who can coach whom; the leader as coach.
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The Leader as Mentor
In the fast changing world of the new organization, mentoring has become essential for preserving and passing down the history, culture and experience senior managers have accumulated. Topics include: mentoring in the 21st century organization; what does a mentor do; effective mentoring; getting started; the leader as mentor.
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How Leaders Provide Performance Feedback
Explores the skills needed to support employee development in learning organizations. Topics include: the fear factor; what is performance feedback; how do you best provide performance feedback; who should provide feedback to whom; feedback and leadership.
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Beginning Employment Relationships
The 21st century organization requires different kinds of relationships with employees. Topics include: employment interviews; what you need to know about the position you’re hiring for; the candidate you’re interviewing; preparing for the interview; the interview; the leader’s responsibility.
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Ending Employment Relationships
The reasons why employees leave organizations are many and complex. Some are performance related, others are not. In either case, the termination process doesn’t have to be traumatic. Topics include: why employment relationships end; inappropriate termination; alternatives. termination procedures; after the relationship ends.
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In Compliance
This program is a quick course in the complex world of EEO compliance issues. Topics include: what is EEO; affirmative action; diversity; what is a protected class; three types of discrimination; what is harassment; the millennium leadership; leadership and compliance. This program is most suitable for American organizations.
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Coaching & Performance Feedback Training Scenes
This capsule consists of 8 dramatizations. Each training scenario begins by setting up a coaching or performance feedback situation culminating at a Decision Point. Here you are presented with 3 options as to how the scene should continue. These options are then played out and the consequences of the choices made are explored by a panel of management and human resource experts.