Remove The Fuse ``Manage Your Emotions in Workplace``

Remove The Fuse

Manage Your Emotions in Work Place

Who Should Attend

Sales and customer service professionals, managers and supervisors and any employee who needs help managing emotions or stress in the workplace.

Our Mutual Objectives

  • Understand the Statistics on Job-Related Stress
  • Consider How Perception Has a Direct Impact on Your Emotions, and Understand How to Modify Your Perceptions
  • Analyze How Hurt, Loss, Anxiety, Anger, Guilt and Depression Trigger Emotional Arousal and Reactions
  • Identify the Six Myths about Stress
  • Examine the Difference between Stress in Type I and Type II Business Situations
  • Make the Connection between Emotions and Workplace Stress
  • Practice Hands-on Techniques to Keep from Being “Emotionally Hijacked” at Work
  • Describe Key Characteristics of Emotional Health, Including How Feelings Work, How to Pay Off Emotional Debt, How to Recognize Where Your Defense Mechanisms Can Distort Your Perception, How Defense Mechanisms Work, and How to Create Emotional Peace of Mind
  • Create Work Environments Where Emotional Honesty and Emotional Energy Are Accepted
  • Use Emotional Feedback and Practical Intuition as a Tool to Be More Perceptive about Your Own Feelings and Those of Other Employees
  • Combine Both “Head Level” and “Heart Level” Information to Make Better Quality Decisions
  • Identify and Practice Assertive Communication Skills to Effectively Express Your Emotions and Use Assertive Messages
  • Create Rituals to Remind Yourself How to Lower Stress and Better Manage Your Emotions by Balancing the Mental, Physical, Emotional and Spiritual Aspects of Life
  • Create a Personal Action Plan That Includes Support from the Seminar Group after the Course Is Over

Course Outline

1-      Understanding More about Stress

  • Identify Common Causes of Stress from Personal Experiences
  • Interpret the Psychological and Physiological Effects of Stress
  • Categorize Stressors and Common Symptoms, and Distinguish Acute Stress from Episodic Stress
  • Discern the Difference between Positive Stress and Negative Stress
  • Determine Your Levels of Personal and Work-Related Stress
  • Recognize the Ways You May Be Unintentionally Contributing to Your Own Stress Levels through Perceptions of Excessive Demands
  • Identify Aspects of Your Personal and Professional Lifestyles in Relation to Your Management of Emotional Well-Being
  • Synthesize Your Personal Profile by Creating a Graphic Representation of the Interconnectedness of the Causes, Effects, and Personal Characteristics of Stress

2-      A Closer Look at Feelings and Emotional Well-Being

  • Define Personal Mastery and Its Impact on Your Work Life
  • Differentiate between the Two Groups of Emotions to Better Understand How You Are Feeling and Why
  • Assess What You Are Feeling and Why You Are Feeling That Way
  • Differentiate among Feelings in the Past, Present and Future
  • Evaluate Your Emotional Debt and Discover Ways to Pay It Off
  • Analyze Situations So That Your Emotions Do Not Sabotage the Results You Want
  • Identify Thoughts, Feelings, and Behaviors Associated with Stressful Situations
  • Analyze Behavior Patterns Associated with Stressful Events
  • Assess the Discrepancies between the Magnitude of a Stressful Event and the Ramifications and/or Implications of the Results of the Event, Based on the Management of Your Emotions

3-      Communicating or Controlling? Balance or Ballistics

  • Use Your Mirror Listening Skills to Understand How Others Are Feeling
  • Identify Feelings and the Reasons Why People Feel the Way They Do
  • Recognize When to Be Assertive in Interacting with Others
  • Construct Assertive Messages Using the XYZ Technique

4-      RitualsManaging Emotions and Stress

  • Identify Rituals That Presently Exist in Your Life
  • Classify Rituals According to the Purpose They Serve
  • Create Meaningful Workplace Rituals
  • Test Workplace Rituals against Real-Life Events

5-      Personal Action PlansPutting It All Together

  • Create a Personal Action Plan to Implement Your Learning Back at Work
  • I am text block. Click edit button to change this text.

Communication for a Better Relation

Communication For A Better Relations

Who Should Attend

This Course is designed for people who want to build better work relationships, maximize impact, increase productivity and drive results by applying effective communication and relationship management

Our Mutual Objectives

  • Learn How to Build Rapport and Achieve Trust
  • Define the Fundamental Competencies Needed to Achieve Solid Work Relationships
  • Develop Flexibility in Actions, Thoughts, and Feelings to Better Handle Any Situation
  • Identify and Accept Personal and Professional Responsibilities in Communicating Effectively with Others
  • Recognize Short- and Long-Term Implications of Communication as a Cycle of Continuous Responses That Create “Relationship Residue”
  • Identify and Avoid Communication Mistakes Such as Misinterpreting Others or Ineffective Listening
  • Understand and Use Others’ Communication and Thinking Style Preferences to Influence and Motivate Them to First-Rate Performance
  • Define Productive Relationships in Terms of Achieving Workable Compromise and Strategic Interdependence
  • Identify Strengths, Weaknesses, and Opportunities in Your Workplace Relationships
  • Understand Values, Beliefs, Attitudes, and Perceptual Processes and Their Impact on Establishing Workplace-Specific Trust and Respect
  • Investigate Emotions and How They Translate into Workplace Emotional Intelligence
  • Create Ways to Be a More Effective Team Member and Leader by Using Polished and Conscious Communication
  • Master the Key to Excellent Communication: Observe, Listen, Analyze, Plan, and Communicate

Course Outline

1.      Effective Workplace Relationships

  • Identify Behaviors That Support or Undermine Effective Workplace Relationships
  • Assess Personal Uses of Behaviors That Support or Undermine Effective Relationships with Important People and Groups at Work

2.      Communication and Perceptions

  • Identify and Accept Personal and Professional Responsibilities in Communicating Effectively with Others by Becoming a “Conscious Communicator”
  • Evaluate a Model of Communication in Order to Be Conscious of the Direct Correlation between Effective Communication and Strong Work Relationships
  • Identify Behaviors That Erode Trust and How They Can Be Avoided
  • Recognize Short- and Long-Term Implications of Communication as a Cycle of Continuous Responses That Create “Relationship Residue”
  • Use Rapport Building as a Tool to Improve Relationships

3.      Investigating Emotions and Emotional Intelligence

  • Apply a Broader Definition of Intelligence
  • Redefine Yourself and Others Using a Multiple Intelligence Model
  • Identify the Relationships Amongst Emotional Intelligence, World View, Perception, and Effective Relational-Communication Behaviors
  • Analyze and Identify Strategies to Improve Work Relationships by Applying Emotional Intelligence

4.      Building Better Relationships with Ourselves and Others

  • Evaluate the Impact of World View, Perception, and Emotional Intelligence on Self-Concept, Self-Esteem, and Self-Awareness
  • Identify the Impact of Self-Perception on Our Interactions with Others
  • Explain and Apply the Concepts of Self-Fulfilling Prophecy in the Workplace
  • Identify Your Particular Social/Communication Style—How You Most Often Relate

5.      Relationship Building

  • Identify Behaviors That Build Trust and How They Can Be Used to Build Effective Workplace Relationships
  • Recognize and Manage the Use of Assumptions in Explaining and Predicting Others’ Behaviors and Reactions
  • Apply Conscious Communication Skills to Assessing the Situational Trustworthiness of Others
  • Analyze, Assess, and Counteract People and Situations That Elicit or Exhibit Unproductive Attitudes

6.      Expressing Needs within Relationships

  • Assess Interpersonal Influence Choices Using the “Need to Control” Continuum
  • Analyze When and How to Most Effectively Use Assertive Verbal and Nonverbal Behaviors
  • Apply Insights Gained through Completing a SWOT Profile to a Personalized Influence Development Plan

7.      Relational Communication

  • Improve Your Communication Style with Others Who Have Different Styles, Therefore Building More Meaningful and Productive Relationships
  • Assess and Sharpen Verbal and Nonverbal Behaviors and Skills
  • Apply Direct and Indirect Messages in Order to Flex Communication to Meet Varying Goals
  • Utilize Feedback and Questioning Skills to Better Understand Others and Their Relationship Needs

8.      Relational Listening

  • Identify Listening Barriers and Their Impact on Development of Effective Workplace Relationships
  • Ask Good Questions and Use Paraphrasing to Improve Listening Skills and Relationships
  • Apply Active and Reflective Listening Skills in Specific Types of Workplace Listening Situations
  • Apply Best Practices for Giving or Seeking Feedback

9.      Addressing Relational Change and Conflict

  • Assess and Adapt to Changes in Work Relationships and the Work Environment
  • Identify Conflict Management Strategies to Fit Specific Relationships and Situations
  • Synthesize Skills Addressed in the Program and Systematically Apply Them in Creating a Comprehensive Plan for Assessing and Resolving Relational Conflicts.

Business World Without Conflict

Business World Without Conflict

Who Should Attend          

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict and find productive ways to manage conflict

Our Mutual Objectives

  • Clarify and Expand Your Thinking About Conflict
  • Identify Underlying Causes of, and New Ways to Respond to and Manage, Conflict
  • Respond to Conflict Rather Than React to It
  • Map a Conflict and Read the Map to Gain Insight into It in Order to Create Ways to Manage It
  • Draw on the Experiences of Others to Validate or to Expand Your Own Approach to Conflict
  • Comfortably Practice Various Techniques, Strategies, Approaches and Models, Adding Flexibility to Your Own Behavior
  • Apply the Ideas, Techniques and Approaches from the Seminar to Situations Beyond the Classroom
  • Implement Flexible Strategies to Improve Your Communication and to Respond to Conflict

Course Outline

1.         Developing Conflict Awareness

  • Explain What You Need from This Seminar as Well as What You Are Willing to Contribute to the Group
  • Illustrate, with Examples, How Conflict Can Be Positive and, When Left Unmanaged, Can be Negative
  • Explain the Difference Between Disagreement and Conflict
  • Orally Describe a Conflict as It Goes Through the Five Stages
  • Explain the Role of “Feelings” in Moving Disagreement into a Conflict
  • Describe Barriers to Managing and Resolving Conflict

2.         Responding to Conflict

  • Demonstrate a Belief That Each Person Is Responsible and in Charge of Their Own Feelings and Behaviors
  • Explain How Emotional Intelligence Relies on People Tuning in to Their Own Feelings and the Feelings of Others
  • Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Summarize Content and Feelings from Conversations
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words We Use

3.         Different Ways to Manage Conflict Productively

  • Explain the “Gender Trend” in Conflict
  • Detail the Four Steps of the “Zip the Lip” Technique
  • Discuss How Conflict in Relationships in Contrast with Conflict About Content Should Be Handled
  • Explain Why the “Why” Should Be Avoided in Managing a Conflict
  • Analyze a Case to Synthesize the Information Presented and to Evaluate Alternate Ways to Handle the Problem Presented
  • Evaluate Possible Solutions, Create a Solution and Role-Play Its Application

4.         Conflict Strategies

  • Identify Your Preferred Strategy (ies) for Responding to Conflict
  • Demonstrate an Understanding of All Five Conflict Strategies By Identifying Each Style in Action
  • Analyze Given Examples and Recommend Appropriate Strategies to Minimize or Manage the Conflict
  • Exclude Inappropriate Strategies, Demonstrating an Understanding of When to Use Each Strategy for Maximum Results
  • Implement Each of the Five Conflict Strategies in Role-Play Situations

5.         Moving Beyond Conflict

  • Differentiate Among Passive, Assertive and Aggressive Behavior
  • Name and Exemplify the Six Assertiveness Skills Presented in the Video, When I Say “No,” I Feel Guilty
  • Use “I-Messages” to Assertively Express Yourself
  • Demonstrate How to Turn Potential Disagreements Into Discussions By Applying the “Model to Disagree”
  • Say “No” Assertively
  • Detoxify Emotional Statements and Devise Alternative Ways to Express the Message Behind the Emotional Statement

6.         The Role of Trust in Minimizing Conflict

  • Describe the Four “Cs” as the Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
  • Identify Interests Behind Positions
  • Apply the Suggestions of the Positive Confrontation Tips

7.         Mapping the Conflict

  • Map a Conflict Through the Five Steps By Applying the Model and the Worksheets to a Selected Conflict
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select an Appropriate Conflict Strategy Depending on a Goal
  • Demonstrate the Implementation of the Chosen Conflict Strategy in a Role Play

8.         Dealing with Difficult Behavior

  • Explain the Difference Between Difficult People and Difficult Behavior
  • Demonstrate an Understanding of Effectively Handling Passive Behavior
  • Demonstrate the Two-Step Process of Handling Passive or Aggressive Behavior
  • Analyze Intra Divisional Conflict and Create a Viable Alternative to Handle That Conflict
  • Demonstrate Mastery of the Conflict Strategy Chosen

Pillars Of Communication ``Listen Carefully For Successful Communications``

Pillars Of Communication

Listen Carefully For Successful Communications

Who Should Attend

This course is designed for every manager who wants to ensure that he or she is applying listening skills to communicate effectively

Our Mutual Objectives

  • Motivate Other People to Give You the Information You Need
  • Ensure That You’ve Understood Another Person’s Message Correctly
  • Increase Positive Information Flow to Enhance Productivity and Performance
  • Strengthen Staff Trust and Morale


Course Outlines

1.      Opening Introductions, Introduction to Listening

  • Gain an Understanding of the Importance of Listening
  • Explore Some of the Popular Conceptions and Misconceptions about Listening
  • Complete a Listening Self-Assessment

2.      Verbal Communication System, a System for Listening,

  • Understand How Listening Relates to Verbalizing Information, Feedback, and Feelings
  • See How the Verbal Communication Categories Can Be Used to Improve the Effectiveness of Interpersonal Communication
  • Develop a Strategy for Monitoring the Progress of a Discussion and Learn How to Revise Your Communication Strategy as the Discussion or Situation Changes
  • Review the Four Typical Response Patterns

3.      Hear the Message—Acknowledge Emotion and Encourage

  • Learn How to Use the Acknowledge Emotion Category to Separate the Content of the Message from the Feelings It Contains
  • Learn How to Use the Encourage Category and Praise to Build Openness and Rapport

4.      Interpret the Message—Acknowledge Ideas

  • Learn to Recognize That Barriers Can Affect the Interpretation of a Message
  • Discover the Importance of Nonverbal Communication Signals and How They Affect the Communication Process
  • See How to Listen More Effectively by Recognizing Nonverbal Signals
  • Learn How to Use the Acknowledge Ideas Category to Verify Information, Promote a Feeling of Understanding, and Clarify Meaning

5.      Evaluate the Message

  • Learn to Use the Question Category
  • Distinguish between Open-ended and Closed-ended Questions and Know When to Use Each

6.      Respond to the Message

  • Learn How to Use the Inform Category to Give Out Information Such as Facts, Thoughts, and Opinions
  • Develop and Understanding of How to Use the Direct Category, Including Commanding, Delegating, and Communicating Orders
  • See the Right Way to Use Criticism to Bring about Positive Effects

7.      The Matrix

  • Develop a Strategy for Monitoring the Progress of a Discussion
  • Know How to Revise the Communication Strategy as the Discussion or Situation Changes

Goals Come True ``Developing Your Emotional Intelligence``

Goals Come True

Developing Your Emotional Intelligence

Who Should Attend

All business professionals who want to maximize performance by developing their interpersonal skills and increase self-understanding and emotion-management through emotional intelligence training.


Our Mutual Objectives

  • Recognize the Central Nature of Emotional Intelligence in Achieving Professional Success
  • Manage Trigger Events That Cause an “Emotional Hijacking”
  • Respond Effectively to Workplace Social Cues
  • Build and Maintain Productive, Working Relationships with Others

Course Outlines

1.      Introduction to Emotional Intelligence

  • Recognize Emotions in Yourself and Others
  • Identify the Need for Emotional Intelligence as Well as IQ in Achieving Productive Work Relationships and Professional Success
  • Recognize the Key Concepts of Emotional Intelligence

2.      Self-Awareness

  • Assess Your Emotional Intelligence
  • Relate Individual Emotional Intelligence Scores to the Four Core EQ Personal and Social Skill Competencies
  • Practice Applying the Core EQ Competency of Self-Awareness
  • Apply Self-Awareness Strategies to Investigate the Impact of Both Positive and Negative Emotions

3.      Introduction to Emotional Intelligence

  • Recognize Emotions in Yourself and Others
  • Identify the Need for Emotional Intelligence as Well as IQ in Achieving Productive Work Relationships and Professional Success
  • Recognize the Key Concepts of Emotional Intelligence

4.      Self-Awareness

  • Assess Your Emotional Intelligence
  • Relate Individual Emotional Intelligence Scores to the Four Core EQ Personal and Social Skill Competencies
  • Practice Applying the Core EQ Competency of Self-Awareness
  • Apply Self-Awareness Strategies to Investigate the Impact of Both Positive and Negative Emotions

5.      Self-Management

  • Recognize the Sequence of Brain-Based Activity That Results in the Human “Impulse to Action” Response
  • Assess How the Second EQ Core Competency of Self-Management Allows You to Better Manage Trigger Events and Avoid Emotional Hijackings
  • Apply Strategies to Reframe Negative Self-Talk Patterns into Positive Patterns

6.      Social Awareness

  • Discuss the Obvious and Non-Obvious Messages Others Present
  • Evaluate How the Information We Receive from Others Interacts with Our Own Emotions and Thoughts to Determine Our Actions

7.      Relationship Management

  • Assess the Roles of Self-Awareness, Self-Management, and Social Awareness in Creating and Maintaining Productive Relationships
  • Identify What Is Required of You to Manage Relationships While Meeting Your Needs and the Needs of Others
  • Evaluate the Place of Emotions in Conflict and How to Use Core EQ Skills to Break the Conflict Code

8.      Train Your EQ Brain

  • Teach Others to Recognize the Behaviors of EQ’s Four Core Competencies
  • Apply Proven Strategies for Training Your EQ Brain Using Repetition, Practice, Imagery, Self-Talk, and Mentoring
  • Recognize the Sequence of Brain-Based Activity That Results in the Human “Impulse to Action” Response
  • Assess How the Second EQ Core Competency of Self-Management Allows You to Better Manage Trigger Events and Avoid Emotional Hijackings
  • Apply Strategies to Reframe Negative Self-Talk Patterns into Positive Patterns

9.      Social Awareness

  • Discuss the Obvious and Non-Obvious Messages Others Present
  • Evaluate How the Information We Receive from Others Interacts with Our Own Emotions and Thoughts to Determine Our Actions

10.    Relationship Management

  • Assess the Roles of Self-Awareness, Self-Management, and Social Awareness in Creating and Maintaining Productive Relationships
  • Identify What Is Required of You to Manage Relationships While Meeting Your Needs and the Needs of Others
  • Evaluate the Place of Emotions in Conflict and How to Use Core EQ Skills to Break the Conflict Code

11.    Train Your EQ Brain

  • Teach Others to Recognize the Behaviors of EQ’s Four Core Competencies
  • Apply Proven Strategies for Training Your EQ Brain Using Repetition, Practice, Imagery, Self-Talk, and Mentoring

Negotiation: Getting To ``YES`` ``Negotiation Skills to win Negotiations easily``

Negotiation : Getting To “YES”

Negotiation Skills to win Negotiations easily

Who Should Attend

Executives, managers, salespeople and top-level dealmakers who seek the negotiating skills necessary to meet their responsibilities for negotiating the best possible terms of an agreement for their company.

Our Mutual Objectives

  • Identify Situations That Are Actually Negotiations
  • Decide When to Engage in a Negotiation and When to Ignore the Negotiation Option
  • Plan the Content of Any Negotiation
  • Recognize the Stages of Negotiation and Determine Appropriate Behavior to Utilize in Each Stage
  • Make a Business Decision Before Determining the Negotiation Strategy
  • Develop an Appropriate Strategy to Use During a Negotiation
  • Identify the Communication Styles of Others
  • Adjust Your Own Communication Styles to Achieve Desired Results
  • Exhibit Knowledge of the Principles of Persuasion Through Applying Them to a Negotiation Situation
  • Plan a Negotiation Strategy for Traditional Face-to-Face Negotiations as Well as Those Negotiations Supplemented by the Use of Other Media
  • Demonstrate an Understanding of Team Negotiation By Planning and Carrying Out an Effective Team Negotiation Case
  • Display the Use of Ten Popular Ploys and Tactics Commonly Found during
  • Negotiation and Explain How to Counter Them
  • Understand the Role Culture Plays in Negotiation

Course Outlines

1.      Introduction to the Negotiation Process

  • Determine When You Are in a Negotiable Situation
  • Discriminate between the Two Types of Negotiations
  • Explain the Business Importance of Taking a Win-Win Approach to Negotiation
  • Identify the Primary Factors Required to Establish an Agreement
  • Describe What Influences the Negotiation Process

2.      Planning the Content of Your Negotiation

  • Explain the Importance of Planning
  • Determine Alternatives to a Settlement before Negotiating
  • Use the Negotiation Planning Guide
  • Identify Ranges of Acceptability
  • Negotiate Internally Before Launching Your Prepared Negotiation
  • Apply Planning Skills in a Case Study

3.       Negotiation Stages

  • Chart the Course of a Negotiation through Its Five Stages from Both the Content
  • Point of View and the Process Point of View
  • Determine Appropriate Behavior to Use in Each Stage
  • Design a Questioning Strategy to Assist You to Move among the Five Stages
  • Identify the Causes of Resistance You May Face During the Negotiation Process and Design Ways of Handling It

4.      Communication Styles

  • Explain the Four Styles of Communication
  • Determine Your Style of Communication
  • Identify the Communication Styles of Others
  • Adjust Your Style to Get Results You Want
  • Recall Communication Guidelines for Effective Negotiators

5.      Persuasion

  • Apply the Structured Persuasion Model to Improve Your Ability to Convince
  • Others of Your Point of View
  • Combine Appropriate Logic and Emotion to Develop Support for Negotiable Positions
  • Modify Your Approach to Persuasion Depending on the Other Side’s Communication Style

6.      Planning a Strategy for Negotiation

  • Plan a Strategy to Apply during a Negotiation
  • Consider Various Dynamics That Impact the Negotiation Process
  • Structure Effective Concessions
  • Know How to Break Deadlocks
  • Identify and Use Your Leverage When Negotiating
  • Adjust Your Strategy According to the Medium in Which the Negotiation Is Taking Place

7.      Negotiating with a Team

  • Identify Opportunities for Using Teams to Negotiate
  • Explain How to Organize, Control, and Effectively Manage a Team
  • Plan with a Team
  • Use a Negotiating Team to Achieve Business Goals
  • Participate on a Team

8.      Negotiation Ploys and Tactics: Measures and Countermeasures

  • Explain Ten Key Negotiating Tactics
  • Provide a Countermeasure for Each Tactic
  • Understand How to Identify the Tactic When It Is Used By Others Bringing It All Together
  • Incorporate the Negotiation Checklist from This Module to Work-Related Situations
  • Apply the Theories of Negotiation to Your Personal Action Plan Using Work-Related Situations

The Reactor Factor ``Handling Difficult Work Situations``

The Reactor Factor

Dealing With Difficult Situations in Workplace

Who Should Attend

Business professionals across all functional areas who are interested in building thinking skills and getting tools to respond effectively when faced with difficult people, situations and workplace conflicts.

Our Mutual Objectives

  • Identify the Dynamics of Individual Behaviors That May Evoke an Emotionally-Charged Reaction
  • Recognize the Personal Choices and Approaches One Takes to Deal with Stressful Behavioral Situations
  • Apply Effective Conflict Management and Communication Skills to Stressful Behavioral Situations
  • Practice Skill Building at all Employee Levels in the Workplace That Deals with Difficult or Challenging Behaviors

Course Outlines

1-      Workplace Conflict Basics

  • Identify Advantages and Disadvantages of Personal Differences in the Workplace
  • Define Conflict Management
  • Describe the Iceberg of conflict and its Personal Impact

2-      Constructive Feedback Skills

  • Differentiate the Terms “constructive Feedback” and “Criticism”
  • Identify the Roles of Verbal and Non-Verbal Behaviors in Feedback
  • State at Least Three Guidelines for Giving and Receiving Constructive Feedback
  • Apply the Six-Step Model for Giving Constructive Feedback

3-      Role of Emotions and Self-Management in Stressful Behavioral Situations

  • Define Emotional Intelligence (EI) and Its Role in Interpersonal Relations
  • Assess Personal EI

4-      Situational Responses in Problematic Individual and Group Settings

  • Explain and Apply the Four-Step C-A-L-M Model for Standing Strong
  • State at Least Two Techniques for Handling Five Potentially Stressful One-on-One Behaviors in the Workplace
  • Demonstrate How to Defuse Emotions and Address Difficult People in a Meeting Situation

5-      Action Plan

  • Develop an Action Plan for Two Specific On-the-Job Situations
  • List Three Personal Behavioral Changes to Help Manage Conflict Regularly At Work

You Are What You Present ``Effective Presentation Skills``

You Are What You Present

Effective Presentation Skills

Who Should Attend

This course is recommended for everyone who needs to develop their presentation skills, speak in front of groups or sell ideas to others and has little or no presentation experience.

Learning Objectives

  • Tailor Your Presentation to Your Audience
  • Use Relaxation Techniques to Overcome Nervousness
  • Learn How to Project Your Voice and Use Pauses to Dramatize Your Point
  • Expertly Handle Difficult Questions and Situations

Course Outline

1-      Balancing Verbal and Nonverbal Messages

  • Explain the Need to Balance Style and Substance
  • Identify the Importance of Nonverbal (Visual and Vocal) Messages
  • Receive Feedback on the Nonverbal Messages You Send
  • Practice Nonverbal Impact Skills to Reduce Nervousness and to Engage the Attention of Your Listeners
  • Demonstrate How to Make Your Content Clearer and More Memorable by Incorporating Anecdotes, Analogies, Examples, and Quotes in Your Presentation
  • Demonstrate How to Use Audience Participation Techniques

2-      Developing and Organizing Presentation Content

  • Set Presentation Parameters
  • Create an Audience Profile
  • Tap into What You Already Know
  • Identify What You Need to Find Out
  • Structure Your Information
  • Demonstrate How to Condense the Speech Outline into Notes You Can Speak From

3-      Preparing to Give the Presentation

  • Explain the Benefits of Rehearsing, Adhering to Time Frame, and Speaking from Notes
  • Demonstrate How to Reduce Stress and Speaker’s Anxiety

4-      Using Visual Aids and Support Materials

  • Describe the Purpose of Visual Aids and Support Materials
  • Distinguish among Visual Aids, Speaker’s Notes, and Audience Handouts
  • Identify Tips for Effective Composition of Visual Content
  • Describe the Criteria for Selection among the Many Types of Visual Aid Media
  • Demonstrate Guidelines for Interacting with Visual Aids and Managing Handouts

5-      Handling Questions from the Audience

  • Explain the Importance of the Question and Answer Session
  • Demonstrate How to Respond Professionally to Questions from the Audience

6-      Managing the Presentation Environment

  • Describe the Advantages and Disadvantages of Different Room Setups
  • Be Able to Anticipate, Avoid, and Handle Equipment Problems
  • Identify What Logistical Arrangements to Check
  • Demonstrate How to Use Lecterns and Microphones Effectively

7-      Exercises/Worksheets

  • Self-Introduction Worksheet
  • Prepared Presentation #1
  • Setting Presentation Parameters Worksheet
  • Audience Profile Worksheet
  • Prepared Presentation #2

The 14-Fourty Time Manager ``Manage Your Time``

The 14-Fourty Time Manager

Manage Your Time

Who Should Attend

Business professionals who want greater control of their time, management style and life by using effective time management techniques Includes tips on coping with voice mail and e-mail

Our Mutual Objectives

  • Recognize Key Components of Effective Goal Setting through Time Management
  • Discover Your Time Management Strengths and Self-Management Opportunities
  • Manage Multiple Priorities Based on Validity and Urgency
  • Redirect Your Efforts to the Most Important and Valid Tasks
  • Identify Ways to Deal with Distractions and Eliminate Interruptions
  • Set Group Goals and Priorities
  • Discover Quick and Easy Ways to Handle Non-Valid Tasks
  • Learn Strategies to Improve Your Concentration and Increase Your Efficiency
  • Implement Tools and Techniques for Effective Multi-tasking and Scheduling Abilities

Course Contents

1-      Time Management Is Self-Management

  • Define Time
  • Understand and Reconcile the Shifting Priorities in Your Workday
  • Identify Typical Time-Wasters in Your Workday
  • Categorize the Time-Wasters as Self or Other Imposed
  • Identify the Value (Cost) of Your Time
  • Recognize Effective Time Management as Self-Management
  • Learn the Six Key Steps to Value and Control Your Time
  • Identify Your Current Time Management Strengths and Self-Management Opportunities

2-      Planning Your Way to Success

  • Understand the Goal-Setting Process
  • Recognize the Key Components of Effective Goal Setting
  • Create Clearly Defined Goals Based on Your Role
  • Develop Skills to Set SMART Goals
  • Write Your Own SMART Goal(s)

3-      Managing Multiple Priorities—Focus on the Important and Valid

  • Set Priorities Using Importance and Validity as Guideposts
  • Use Urgency to Tie-Break between Competing Priorities
  • Create Five Windows of Time
  • Open a New Window of Opportunity
  • Redirect Your Efforts to the Most Important and Valid Tasks Based on Your Role and Responsibilities
  • Discover Five Ways to Handle Non-Valid Tasks
  • Prioritize Your Day by Answering Nine Key Questions
  • Effectively Delegate Appropriate Tasks
  • Implement Four Techniques to Improve Your Scheduling Abilities
  • Commit to Follow-up Strategies to Ensure Your Success

4-      Concentration—Your Key to Productive Efficiency

  • Develop an Understanding of the Terms “Productive” and “Efficient” and Learn to Distinguish between the Two Concepts
  • Uncover the Myth of Multitasking
  • Understand the Importance of Concentration and Focus
  • Identify Your Concentration Quotient
  • Learn Ways to Improve Your Concentration
  • Identify Fifteen Ways to Deal with Distractions
  • Utilize Twenty Tips to Eliminate/Minimize Interruptions
  • Focus Your Efforts and Skills to Increase Your Effectiveness

5-      Taming the Typical Time-Wasters

  • Get Organized and Stay Organized
  • Learn the IOK Method for Handling Paperwork
  • Incorporate Some of the Twenty-Four Timely Tips for Putting Paperwork in Its Place
  • Use the Top Twenty Suggestions for Eliminating E-mail Overload
  • Diagnose and Treat Your Procrastinating Ways Using Seven Timely Tips

6-      Managing Meaningful Meetings

  • Identify Reasons Why Some Meetings Are Ineffective
  • Match Your Meeting Method to Your Message
  • Develop Ways to Ensure Your Meetings Have Meaning
  • Incorporate Thirteen Timely Tips to Make Your Meetings Meaningful
  • Plan and Lead More Productive and Effective Meetings
  • Learn Effective Meeting Attendee Behaviors
  • Improve Your Meeting Attendee Skills
  • Deal with Difficult Attendees

7-      Establish Boundaries to Create Balance

  • Prioritize and Choose Your Activities to Provide Balance
  • Use the Ten Timely Tips for Establishing Boundaries
  • Understand the Importance of Honoring Your Own Time
  • Say Yes to Yourself by Saying No to Others

8-      Crafting Your Time Mastery Plan

  • Identify Three Key Learning from the Course
  • Write Two SMART Goals for Your Time Mastery Plan
  • Transfer Your Key Learning into Action

Write N Right ``Business Writing For Administrative Professionals``

Write n Right

Business Writing for Administrative Professionals

Who Should Attend

Administrative assistants, administrative support personnel, office managers and executive secretaries/assistants interested in improving their business writing skills.

Our Mutual Objectives

  • Master the principles of good grammar and punctuation
  • Organize and write memos, minutes and procedures
  • Confidently write and ghostwrite for your boss(es), using appropriate style and tone
  • Learn how to write effective e-mail
  • Understand the entire writing process
  • Write effective letters for all occasions
  • Save time through proven tricks of the trade
  • Gain recognition as your boss’s backup and representative—become the “office writing expert”

Course Outlines
Formulas for Editing, Proofreading, and Rewriting

  • Understand Basics of Grammar
  • Eliminate Unnecessary Language
  • Edit and Proofread Effectively

1-      Letters That Get Results

  • Organize Letters Effectively
  • Convey a Warm, Personal Tone

2-      Winning on Paper—Strategies for Success

  • Vary Your Sentence Length and Structure
  • Subordinate Secondary Ideas
  • Highlight Key Ideas
  • Design Your Page Effectively
  • Gain Recognition through Your Writing

3-      Memos and Minutes

  • Organize Logically
  • Select a Winning Tone
  • State Opinions or Pinpoint Problems
  • Write Effective Procedures
  • Summarize Effectively

4-      Tricks of the Trade

  • Write for Your Boss
  • Write Disciplinary Communications
  • Become “the Office Writing Expert”
  • Apply Time Management Techniques to Writing
  • Create a Style Manual for Your Office

The A,B,Cs of Successful Business Meeting

The A,B,Cs Of Successful Business Meeting

Who Should Attend

Executive secretaries, senior secretaries, administrative assistants, administrative secretaries, administrative coordinators, executive assistants, meeting coordinators and any individual with an office support function or responsibility for planning meetings

Our Mutual Objectives

  • Know How Objectives and Budget Drive Meeting Planning Decisions
  • Know with Whom to Communicate When Doing Meeting Planning Tasks
  • Match Room Setup with Meeting Objectives
  • Select the Appropriate Hotel Facilities and Audiovisual Equipment
  • Understand Food and Beverage Options
  • Effectively Negotiate Hotel Contracts
  • Know Which Services Hotels Provide

Course Outlines

1-      Introduction to Meeting Planning

  • Recognize That Many Planners Share the Same Challenges and Concerns
  • Define the Skill Set Required to Become a Meeting Planner
  • Deal Proactively with Your Boss about Meeting Issues
  • Recognize the Terminology and Acronyms of the Industry

2-      Objectives, Budgets, and the Meeting Specification Sheet

  • Evaluate Whether a Meeting Should or Should Not Occur
  • Develop a Meeting Specification Sheet
  • Identify the Major Revenue and Expense Areas of Meetings

3-      Site Selection

  • Identify the Components of a Proper Site Selection, Including Effective Industry Resource Utilization
  • Refine Your Site Selection Needs

4-      Room Setup and Design

  • Identify the Various Types of Room Setups, and Match Them to Specific Meeting Formats
  • Determine How Much Space per Person Is Required in Each Room Setup

5-      Negotiations and Hotel Contracts

  • Identify What Is and Isn’t Negotiable in a Hotel Contract
  • Identify How Hotels Make Money, and Assess the Value Your Business Represents
  • Understand Critical Hotel Contract Clauses and How You Should Modify Them
  • Recognize the Power of “No” in a Hotel Contract Negotiation
  • Practice Your Negotiating Skills by Learning the Needs of the Hotel


6-      Audiovisual Technology

  • Identify Various Types of Fundamental AV Equipment
  • Discuss Four Rules Critical for Successful AV Presentation
  • Understand AV Money-Saving Tips

7-      Food and Beverage

  • Recognize How Food and Beverage Activities Complement the Program and Make an Appropriate Selection
  • Define Key Money-Saving Tips in Food and Beverage

8-      Communicating with Vendors

  • Identify the Key Players within a Hotel and within the Hospitality Industry

9-      Registration

  • Recognize Why Registration Is Needed, and How It Can Make or Break the Entire Event
  • Understand Key Elements of a Successful Registration

10-  Computers in Meeting Planning

  • Navigate the Internet Sites and Portals That Are Designed for the Meetings Industry
  • Understand Critical Terminology Referring to Bandwidth
  • Redefine the Capabilities of the Basic Work Software You Already Have (Word Processing, Spreadsheets, Databases) in Assisting You to Accomplish Meeting Planning Tasks

Making Conversations Work ``Effective Business Conversation Skills``

Making Conversations Work

Effective Business Conversation Skills

Who Should Attend

Managers, supervisors, team leaders and business professionals at all levels who wish to have more effective business conversations.

Our Mutual Objectives

  • Create Messages That Are Organized and Coherent
  • Design Messages That Get to the Point by Mastering Conversational Discipline
  • Steer and Control the Direction of Conversations to Manage and Effectively Use Time and Resources
  • Perform Workplace Conversations (Teaching/Training, Setting Direction, Coaching, Reviewing Performance, Etc.) to Become More Productive
  • Listen for Information and Create Conversational Bridges to Better Engage Others in the Creative Problem-Solving Discussions and Meetings
  • Create Complete Messages That Cover Critical Information in Order to Influence and Build Trust
  • Establish Rapport to Build Stronger Workplace Relationships and Open Communication

Course Outlines

1-      Focused Conversation Skills

  • Creating a focused and results-oriented conversation goal
  • Achieving clarity by organizing your ideas and remaining focused
  • Redirecting conversations that have gone off-track, exiting those that are dragging
  • What to include in your business conversations from the listeners’ perspective
  • How to create complete messages that cover all critical information
  • Calibrating language to avoid becoming too specific or too abstract
  • Integrating confidence and competence into your conversational behavior

2-      Engaging Others in Conversation

  • Building rapport and establishing open communication
  • Listening strategies to gain information and create conversational bridges
  • Asking and responding to questions as a way to promote effective business conversations
  • Communication insights to help you flex your personal style to others’ preferences
  • The appropriate role of humor
  • Choosing the right verbal and nonverbal language to create consistent, coherent and targeted messages
  • Implications of gender and culture on the dynamics of conversations
  • How to avoid creating or showing defensiveness in business conversations



3-      Workplace Conversations

  • How to successfully approach various types of business conversations
  • Tools and strategies to plan and demonstrate a specific conversation type

4-      Conversational Style Preferences and Flexing Strategies

  • Assessing conversational style preferences, strengths and weaknesses and flexibility
  • Learning to use humor (carefully) in business conversations
  • Mastering verbal and nonverbal language skills

5-      Action Plan

  • How to Implement new business conversation skills
  • Setting Your Plan to Implement New Business Conversation Skills
  • Define an Ongoing Business Conversation Skill Development Plan

Creativity: Think or sink ``Creativity and Innovation``

Creativity: Think or Sink



Who Should Attend

Managers, team leaders, directors, project managers, supervisors and staff in all industries—and anyone who has influence over the creation, adoption and implementation of new products, services and processes


Our Mutual Objectives

  • Practice creative thinking methods to generate ideas and solutions
  • Turn existing problems into opportunities for growth
  • Discover new techniques for securing enthusiasm for new initiatives
  • Encourage out-of-the-box thinking
  • Apply creative thinking techniques to foster innovation and improve systems, products and processes
  • Enhance morale, group performance and collaboration


Course Outlines

1-      The Messy Nature of Innovation

  • Identify Practices That Help Promote Creativity and Innovation
  • Describe the Trade-Offs Between Focusing on Results vs. Focusing on Good Process
  • Explain the Connection Between Courage, Confidence and Creativity

2-      Nurturing New Ideas and Solutions

  • Use Various Brainstorming Tools for Generating Ideas
  • Describe the Conditions That Make for Effective Brainstorming
  • Identify Which Idea Generation Tool Works Best for Different Situations

3-      Recommended Practices Review

  • Identify the Practices and Guidelines That Create an Innovative Work Environment
  • Give the Creative Process the Patience Necessary to Get to Bold Ideas
  • Identify the Moment When to Move the Process from Diverging to Converging

4-      Real-World Practice

  • Manage a Problem-Solving Process from Beginning to End
  • Recognize the Iterative Nature of the Design Process
  • Implement Problem-Solving/Idea-Generation Meetings

Use Bait With Business Etiquette

Use Bait with Business Etiquette

Who Should Attend

This course is designed for anyone who is looking to advance professionally in their field

Our Mutual Objectives

  • Build relationships, create a professional appearance.
  • Develop positive relationships with coworkers.
  • Practice cubicle and office etiquette.
  • Use the appropriate behavior and etiquette when using the Internet.
  • use Etiquette in daily communications.
  • Use Etiquette In meetings.
  • Handle ethical dilemmas and personal issues.
  • Become a good conversationalist.
  • Be courteous when communicating.
  • Examine the appropriate etiquette for business meals and functions.
  • Be a courteous traveler at home or abroad.

Course Outlines

1-      Office protocol

  • Office etiquette
  • Cubicle and office etiquette
  • Office relationships

2-      Professional conduct

  • Appropriate use of the Internet
  • Ethical dilemmas
  • Personal issues in the workplace
  • Monitor the progress

3-      Communicating in the workplace

  • Introductions
  • Conversations
  • Etiquette in meetings

4-      Etiquette in communication

  • Telephone courtesy
  • E-mail etiquette
  • Writing guidelines

5-      Business functions

  • Attending business functions
  • Business dining

6-      Traveling for business

  • The courteous traveler
  • International travel

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