Training Course List

Advanced Skills for the Practical Trainer

Advanced Writing Skills
Business Writing That Works
Anger Management: Understanding Anger - Yours and Others
Balanced Scorecard Basics
Branding: Creating and Managing Your Corporate Brand
Budgets and Managing Money
Building Better Teams
Building Relationships for Success in Sales
Building Self Esteem and Assertiveness Skills
Bullying in the Workplace
Business Ethics for the Office
Business Etiquette: Gaining That Extra Edge
Business Leadership: Becoming Management Material
Business Succession Planning: Developing and Maintaining a Succession Plan
Call Center Training: Sales and Customer Service Training for Call Center Agents
Celebrating Team Diversity: Working together without falling apart
Change Management: Change and How to Deal With It
Coaching: A Leadership Skill
Collaborative Decision Making: Growing ideas as a team
Communication Strategies
Communication Strategies for Promoting Team Effectiveness
Conducting Effective Performance Reviews
Conference and Event Management
Conflict Coaching: Techniques for assisting others resolve workplace issues
Conflict Resolution: A One Day Primer
Conflict Resolution: Dealing with Difficult People
Conflict Resolution: Getting Along in the Workplace
Conquering Your Fear of Speaking in Public
Controlling Anger Before It Controls You - A One Day Primer
Core Negotiation Skills - A One Day Primer
Creating a Dynamic Job Portfolio
Critical Thinking
CRM: An Introduction to Customer Relationship Management
Current Project Management Techniques to Increase Effectiveness - A One Day Primer
Customer Service Training: Managing Customer Service
Customer Service: Critical Elements of Customer Service
Dealing with Difficult Clients and Customers
Delegation: The Art of Delegating Effectively
Developing Your Training Program
Diversity Training: Celebrating Diversity in the Workplace
Dynamite Sales Presentations
Effective Communication Strategies
Effective Planning & Scheduling
Emotional Intelligence
Employee Accountability
Employee Dispute Resolution: Mediation through Peer Review
Facilitating Group Problem Solving: Leading teams to solutions
Facilitation Skills
Generation Gap: Closing the Generation Gap in the Workplace
Getting Stuff Done - Personal Development Boot Camp
Getting Your Job Search Started
Hiring for Success: Behavioural Interviewing Techniques
Human Resources Training: HR for the Non HR Manager
Leadership Skills for Supervisors
Lean Process Improvement
Managing Disputes in the Workplace: An introduction to workplace mediation
Marketing and Sales
Mastering the Interview
Meeting Management: The Art of Making Meetings Work
Motivation Training: Motivating Your Workforce
Negotiating for Mutual Gain
Negotiating for Results
NLP Tools for Real Life
Onboarding - The Essential Rules for a Successful Onboarding Program
Orientation Handbook: Getting Employees Off to a Good Start
Overcoming Objections to Nail the Sale
Performance Management: Managing Employee Performance
Personality and Conflict: Identifying and improving on personal conflict management styles
Problem Solving & Decision Making
Project Management Fundamentals
Project Management Training: Understanding Project Management
Prospecting for Leads like a Pro
Public Speaking: Presentation Survival School
Public Speaking: Speaking Under Pressure
Research Skills
Risk Management
Safety in the Workplace
Secrets of Change Management - A One Day Primer
Selling Smarter
Skills for the Administrative Assistant
Stress Management
Stress Relief and Stress Reduction - A One Day Primer
Survival Skills for the New Trainer
Systematically Resolving Conflicts in the Workplace: An introduction to ADR programmes and dispute
resolution system design
Talent Management: Creating a Top-Notch Talent Management Program
Team Building: Developing High Performance Teams
Telemarketing: Using the Telephone as a Sales Tool
The ABCs of Supervising Others
The Minute Taker's Workshop
The Practical Trainer
The Professional Supervisor
Time Management: Get Organized for Peak Performance
Tips for Communicating Sticky Topics
Tough Topics: Talking to Employees About Personal Hygiene
Train-the-Trainer - Inspire, Motivate and Educate - A One Day Primer
Understanding and Controlling Anger – yours and others
Using Activities to Make Training Fun
Working Smarter: Using Technology to your Advantage
Workplace Harassment: What It is and What to Do About It
Workplace Violence: How to Manage Anger and Violence in the Workplace

Communication skills
Customer retention
Time management
Money management
Sales skills
Discrimination
Harassment
Workplace Violence
Conflict Resolution
Personal Skills
Risk Management
Written Communication
Efficiency
Business Etiquette
Coaching Skills
Stress Management
Conflict Prevention
Relationship Building
Leadership
professionalism

Top 10 for 2017: The Most Requested Training Topics

http://www.zoetraining.com/articles/20100125-top-10-for-2010-the-most-requested-training-topics

1. Strategic Planning
Strategic planning helps teams set short- and long-term goals, identify potential obstacles, and prioritize
plans, timelines, and tasks for implementation. Depending upon your current stage in the process, a
formal strategic planning process can: identify key stakeholders and gather relevant information; create
a vision & mission (“future state”); conduct an environmental assessment (“current state”); develop
objectives, strategies, and goals; define steps to implement the plan; monitor and measure results; and
make course corrections as necessary.
Sample Agenda:

Identify Key Stakeholders and Gather Relevant Information

 Who needs to be directly involved?
 Who needs to be kept in the loop but not directly involved?
 What relevant internal information do we need?
 What relevant external information do we need?
Agree to a Formal Process
 What is our time frame for completion?
 How often and for how long should we meet?
 Who will facilitate the process?
 Which strategic-planning tools will we use?
Create a Vision & Mission (“Future State”)
 What is our current vision and mission?
 Are they appropriate moving forward?
 What is our desired or intended future state – what do we want to be? (Vision)
 What is our fundamental purpose for being – what do we specifically want to achieve based on
our vision? (Mission)
Conduct an Environmental Assessment (“Current State”)
 What are our internal strengths and weakness?
 How does our current level of services and resources map to our future-state vision and
mission?
 What are our external opportunities and threats?
 How does/will political, demographic, economic…trends affect our current and future levels of
services and resources?
Develop Objectives, Strategies, and Goals
 What do we want to achieve? (Objectives)
 By when do we want to achieve these objectives?
 How will we achieve them? (Strategies)
 What are our SMART goals based on our objectives and strategies?
Formulate a Written Plan
 What topics should the written plan cover?
 How long should the written plan be?
 Who will be responsible for writing it?
 By when will we need it finished?
Communicate the Plan
 What is our audience?
 Who should communicate the plan?
 How should we communicate the plan?
 When and where should we communicate the plan?
Implement the Plan
 What, if anything, has changed from the start of this process that we need to adjust for?
 When do we begin?
 How do we best implement?
 Who is responsible for implementation?
Monitor and Measure Results
  How will we monitor and measure our results?
 What tools will we need to monitor, measure, and track our results?
 When should we start – and how regularly should we follow up on – measuring our results?
 Who needs to be involved in monitoring and measuring our results?
Schedule Progress Reviews
 How regularly should we meet to review?
 Who will facilitate the process?
 What should we focus on in these reviews?
 Who should be included?
Make Course Corrections as Necessary
 How will we determine if a course correction is necessary?
 Who has final say on course corrections?
 How will we document, communicate, and implement, the course corrections?
 How will we monitor and measure the course corrections?
Start the Process Over
 Who are our key stakeholders?
 Who needs to be kept in the loop but not directly involved?
 What relevant external information do we need?
 What relevant internal information do we need?

Length:
1-3 days; individual steps can be delivered as stand-alone modules within a shorter timeframe as
appropriate/needed.

2. Harassment Prevention

In today’s global marketplace disrespectful behaviors can have negative effects not only within a team,
but within the organization with which they work and with the internal and external customers who are
served. Organizations must foster an inclusive, respectful environment to succeed. Finding ways to use
our differences as strengths instead of obstacles helps teams deliver better bottom-line results and
more innovative solutions. Training on this critical topic must cover not only key terms, definitions, and
legal framework but also contributing factors, prevention strategies, and awareness of policies and
procedures.

Objectives: Upon completion of this program, participants will be able to:

 Understand how our differences build a stronger team

 Avoid barriers to communication
 Apply tools to communicate more effectively to bridge differences
 Reduce turnover which results from disrespectful environments

Sample Agenda:

UNDERSTANDING THE “BARRIERS”

 Gender
 Race
  Religion
 Culture
 Personality
 Others

OPTIONAL: HARASSMENT PREVENTION & AWARENESS

 Key terms, definitions, legal framework
 Contributing factors and prevention strategies
 Processes: reporting, internal investigations, supervisory responsibilities

TRANSITIONING FROM “BARRIERS” TO STRENGTHS

 A world of “blah” vs. a world of variation and differentiation
 Chevrolet, Levi Stauss® and other companies who had to learn the hard way

EFFECT ON….
 Teams / Customers / Community / Organizations

FROM ARCHIE BUNKER TO FUNCTIONAL TEAMS

 Making the transition
 Tools for effective communication vs. destructive conflict

Length:
90 minutes to half day.

4. Emotional Intelligence/EQ

All managers can relate horror stories about employees or team members who were intelligent,
technically capable, and able to perform the duties their job demanded…and who wreaked havoc on
their teams because their social skills or self-management capability was lacking. When it comes to
individual and team success, IQ is not enough; in fact, the skill set known as Emotional Intelligence (EQ)
has consistently proven to be a better indicator of individual and team workplace success. Cultivating
and using the five components of EQ can have a profound positive effect on you individually as well as
the people you work with.

The role of emotions in our daily lives is not often discussed; however, how we handle our feelings can
have a profound impact on our success and happiness in life.

Emotional intelligence means cultivating the ability to:

 Perceive, evaluate and control emotions
 Cope with life’s inevitable ups and downs
 Delay gratification
 Control impulses
 Read and appropriately respond to the social cues of others
Teaching and modeling emotional awareness are important skills to have. Adults and children who
develop their emotional intelligence have better outcomes for mental and physical health and well as
relationships.

Learn more about the important role of emotional intelligence in our lives and how to cultivate it.

Objectives: Upon completion of this program, participants will be able to:

 Identify the 5 main factors of emotional intelligence and how those factors can play into
personal and professional success
 Implement numerous strategies for seamlessly incorporating emotional intelligence into their
personal and professional lives
 Utilize practical tools and resources that show EQ in action

Sample Agenda:

THE ROLE OF INTELLECT (IQ), PERSONALITY, AND EQ

5 KEY ASPECTS OF EQ
 Self-Awareness (Ability to label feelings; Understanding cause and effect of emotions; Having
preferences and opinions; Finding the right fit of hobbies, friends, jobs, relationships, etc.)
 Self- Regulation (Ability to soothe self; Ability to seek and use help/support from others; Ability
to recover from emotional distress; Capacity to wait; Sense of humor)
 Motivation (Ability to set and work toward realistic goals; Ability to sustain attention and focus
on the task at hand; Ability to persist when there is a setback; Capacity to cultivate optimism,
hope)
 Empathy (Ability to recognize emotions in others, take on their social perspective; Cultivating
concern and caring for others; Demonstrating thoughtful and kind behavior towards others)
 Relationship Skills (Honest expression of own emotions; Accurately reading emotions of others;
Can apologize when wrong; Can give compliments and appreciation; Can compromise and
problem solve; Can admit to not understanding; Sense of humor)

PRACTICAL STRATEGIES FOR DEVELOPING EMOTIONAL INTELLIGENCE: EQ2—JUST DO YOU!

 In this follow up to the introduction to EQ we will delve deeper into assessing your current
personal EQ level and how to develop it to enhance your personal and professional life.
 We will discuss tried-and-true strategies and techniques to improve emotional intelligence as
well as assess where your strengths are and where there are areas for growth.
 We will discuss how differences based on culture and language affect how we choose to express
ourselves along with the ways in which these differences can influence our ability to understand
and process emotions.
 We will identify specific ways to put our emotional intelligence to work more effectively in
interactions with clients/customers, co-workers/peers, and personal settings.

Length:
Half to full day.
5. Time Management/Productivity
In today’s busy world it is important for workers to be as effective as they can with the limited hours of
time during the day. If the unexpected interruptions and crises are affecting your employees’
productivity, then it is time to take control of the workday! Efficiency training can include topics such as
practical and specific time management skills to increase effectiveness and reduce time-wasted
activities; effectively managing Outlook and email; managing calendar and to-do list; how to prioritize
and plan your day using your natural energy cycle; the basics of important decision-making of action
items; and action steps to reduce interruptions and procrastination.

At the end of your workday do you feel exhausted, overwhelmed and unproductive? In today’s busy
world it is important for workers to be as effective as they can with the limited hours of time during the
day. If the unexpected interruptions and crises are affecting your productivity, then it is time to take
control of your workday!

Objectives: In this workshop you will learn how to:

 Implement practical and specific time management skills that will increase your effectiveness
and reduce time-wasted activities
 Gain confidence in managing your time, schedule and priorities
 Manage your day in the midst of a busy and hectic work environment

Sample Agenda:

 Top seven strategies for effectively managing your calendar

 Four ways to successful manage your to-do list
 How to prioritize and plan your day using your natural energy cycle
 Four basics of important decision-making of action items
 Key strategies to reduce sabotages and interruptions in your day
 5 easy action steps to reduce procrastination
 Q&A with your specific electronic organization/time management questions and challenges

Length:
90 minutes to half day

6. Cultural Competency/Diversity
Celebrating diversity is one thing; cultural competency is something different. Developing cultural
competence includes examining our own worldview and biases and developing the willingness to learn
and be educated from a different point of view. In addition, it involves examining our societal rituals,
roles, and values with the acknowledgment that other people have diverse ways of thinking, doing, and
believing. In this fun, practical presentation participants cultivate their ability to understand,
communicate with, and interact with clients and co-workers across cultures and styles, increasing their
ability to be successful in a variety of situations.
When we talk about being culturally competent, many of us think about “celebrating diversity.” What if
there was more to it than that? What if you could start looking at the world with an eye towards being
more aware, not only of other people but also of yourself?

Developing cultural competency includes examining our own biases and developing the willingness to
learn and be educated from a different point of view. In addition, it involves examining our societal
rituals, roles, and values with the acknowledgment that other people have other ways of thinking, doing,
and believing.

Being culturally competent can help with your ability to interact successfully with all kinds of people. In
this presentation you will cultivate your ability to understand, communicate with, and interact with
people across cultures.

Objectives: Upon completion of this program, participants will be able to:

 Explain the difference between celebrating diversity and being culturally competent
 Describe the four components of cultural competency
 Utilize practical, hands-on information that they can apply to their professional relationships
immediately

Sample Agenda:

THINKING, FEELING, AND DOING

 What we learn about other cultures is a key entry point for becoming culturally competent
 How we think about other people and their cultural expressions and values
 What we feel about other people and their cultural expressions and values

WHAT MAKES UP CULTURE?

 Even within our own culture, or values and beliefs differ greatly
 Culture is more than just values and beliefs--it involves a host of tangible and intangible
variables including: Personal Identification / Language / Thoughts / Communications / Actions /
Customs / Beliefs / Values / Institutions

4 COMPONENTS OF CULTURAL COMPETENCY

 Awareness of one's own cultural worldview
 Attitude towards cultural differences
 Knowledge of different cultural practices and worldviews
 Cross-cultural Skills

PUTTING IT ALL TOGETHER

 Practical tips for increasing your own cultural competency

Length:
90 minutes to half day

7. Compassion Fatigue
Individuals working in high-stress, customer-facing positions face demanding interactions as a regular
part of their job requirements. Having to work with people in stressful situations, deliver difficult news,
and offer appropriate emotional and logistical support to constituents/clients on an ongoing basis can
take a very real toll on the providers. When the demands of the job outweigh the emotional reserves we
have available to us, we can suffer from “compassion fatigue” and related stress which can lead to
negative consequences within both a professional and personal context.

Individuals working in high-stress, customer-facing positions face demanding interactions as a regular

part of their job requirements. Having to work with people in stressful situations, deliver difficult news,
and offer appropriate emotional and logistical support to constituents/clients on an ongoing basis can
take a very real toll on the providers.

When the demands of the job outweigh the emotional reserves we have available to us, we can suffer
from “compassion fatigue” and related stress which can lead to negative consequences within both a
professional and personal context.

This practical, hands-on program offers tips and techniques for using Emotional Intelligence (EQ) to
increase resiliency and handle the difficult situations that can lead to compassion fatigue.

Objectives: Upon completion of this program, participants will be able to:

 Define “compassion fatigue” and understand the situational factors that can contribute to it
 Identify the 5 main components of EQ and how those can play into personal and professional
success
 Implement practical tools and strategies for incorporating EQ to help combat compassion
fatigue and stress

Sample Agenda:

COMPASSION FATIGUE
 What it is
 When it can happen
 The dangers related to not addressing

5 KEY ASPECTS OF EQ
 Self- Regulation (Ability to soothe self; Ability to seek and use help/support from others; Ability
to recover from emotional distress; Capacity to wait; Sense of humor)
 Motivation (Ability to set and work toward realistic goals; Ability to sustain attention and focus
on the task at hand; Ability to persist when there is a setback; Capacity to cultivate optimism,
hope)
 Empathy (Ability to recognize emotions in others, take on their social perspective; Cultivating
concern and caring for others; Demonstrating thoughtful and kind behavior towards others)
  Relationship Skills (Honest expression of own emotions; Accurately reading emotions of others;
Can apologize when wrong; Can give compliments and appreciation; Can compromise and
problem solve; Can admit to not understanding; Sense of humor)

PRACTICAL STRATEGIES FOR UTILIZING EQ TO COMBAT COMPASSION FATIGUE

 Identifying specific situations that drain your individual emotional reserves
 Being aware of when you may be facing compassion fatigue both in an individual interaction as
well as on an ongoing basis
 Understanding the existing EQ strengths that you individually bring to your job and strategies for
developing those strengths
 Recognizing how differences based on culture, language and other factors affect how we choose
to express ourselves along with the ways in which these differences can influence our ability to
understand and process emotions.
 Defining and implementing tried-and-true strategies and techniques to improve emotional
intelligence and increase both personal and professional resiliency

Length:
Half day

8. Creativity/Innovation
Creativity is not something a person either has or doesn’t have. The fact is that EVERYONE is creative –
but not in the same way. Just as there are different types of intelligence (traditional IQ vs. EQ), there
are multiple types of creativity. It doesn’t matter what your formal title is…workplace innovation is the
responsibility of everyone within an organization. Organizations need team members to see, think,
learn, and act in new ways to keep up with our constantly fluctuating economy and environment. The
key is implementing innovation in the workplace, encouraging creative thinking in our teams, and
incorporating practical tools for using an innovative process into daily routine.

Creativity is not something a person either has or doesn’t have. The fact is that EVERYONE is creative –
but not in the same way. Just as there are different types of intelligence (traditional IQ vs. EQ or
emotional intelligence) there are multiple types of creativity. To that end, this highly interactive course
will help participants discover, develop, and apply their individual creativity style in a variety of
workplace settings.

Objectives: Upon completion of this program, participants will be able to:

 Understand creativity and the impact of creative talent differences;

 Leverage their individual creativity style’s strengths, while compensating for its associated
weakness, as identified by the individual Breakthrough Creativity Profile assessment;
 Engage in more creative problem solving and decision making; and
 Develop and apply more creative approaches to strategic planning and workplace change.
Agenda:

MODULE 1

Overview and Introductions

 Individual Exercise: Nine Dots
 Defining “Creativity” – EVERYONE is Creative
 Introduce The Eight Creative Talents

MODULE 2

 Introduce the Breakthrough Creativity Profile assessment

 Have Participants Complete & Score the Breakthrough Creativity Profile assessment
 Process the Breakthrough Creativity Profile assessment in terms of The Eight Creative Talents,
their specific strengths and weaknesses, and their application in the workplace - with a specific
focus on leadership, if appropriate

MODULE 3

Group Exercise: 32 Ideas for Creative Data Collection and Idea Generation
Group Exercise: 32 Ideas for Creative Decision Making and Implementation
Creative Decision Making and Problem-Solving Techniques:
A. Informed Intuition
B. The Balanced Appeal
C. The Northeast (or Paretto) Frontier
D. The Funnel Approach to Problem Solving
 Exercise: “The People of the Deer”
 Creative Approaches to Workplace Change:
A. A Living System’s Approach
B. The Five Dimensions of Leading Change at Every Level
C. Otto Scharmer’s “U Theory”
D. Exercise: “The People of the Deer” Revisited
MODULE 4

 Review

Length:
One day

9. Leading Change
Most change-management experts agree that traditional, executive-led change initiatives are not as
effective as those led and implemented by the individuals most affected by the proposed changes. To
that end, change resilience training must help supervisors and managers implement workplace change
more effectively and help individual contributors better deal with those changes being implemented.
The supervisor version of the program gives participants the opportunity to learn, practice, and apply
effective communication and employee engagement techniques and strategies to generate support for
– and improve implementation of – change initiatives. The individual contributor version helps
participants understand the stages of dealing with change, how and why they struggle with change, and
how change affects performance.

Most change-management experts agree that traditional, executive-led change initiatives are not as
effective as those led and implemented by the individuals most affected by the proposed changes. To
that end, this program is designed to help supervisors and managers implement workplace change more
effectively.

Created in a highly interactive format, the session gives participants the opportunity to learn, practice,
and apply effective communication and employee engagement techniques and strategies to generate
support for – and improve implementation of – change initiatives.

Objectives: Upon completion of this program, participants will be better able to:

 Understand the five dimensions of change, the stages of dealing with change, and how and why
people struggle with change;
 Leverage their individual change-leadership strengths, while compensating for their individual
change-leadership weaknesses, as identified by The Five Dimensions of Change Assessment;
 Identify and engage the four key stakeholders in change initiatives;
 Anticipate and address typical performance slippage created by change; and
 Apply effective communication and employee-engagement strategies and techniques to
generate support for – and improve implementation of – change initiatives.
Sample Agenda:

MODULE ONE: INTRODUCTION TO LEADING CHANGE AT EVERY LEVEL

 Activity: Five Tricks
 The Stages of Dealing with Change
 Identifying the Four Key Stakeholders in Change Initiatives
 Activity: Why Do People Struggle with Change?
 Complete “The Five Dimensions of Change” Assessment*
MODULE TWO: THE FIVE DIMENSIONS OF CHANGE
 Review “The Five Dimensions of Change” Assessment Results
 Dimension 1: Modeling the Change
 Dimension 2: Communicating About the Change
 Dimension 3: Involving Others in the Change
 Dimension 4: Helping Others Break from the Past
 Dimension 5: Creating a Supportive Environment for the Change
 Activity: Implementing the Five Dimensions of Change
MODULE THREE: DEALING WITH TYPICAL PERFORMANCE SLIPPAGE DURING PERIODS OF CHANGE
 Activity: The Hobby Exercise
 The Five Stages of Performance
 Leading the Five Stage of Performance
 Activity: Performance Stages/Leadership Match
MODULE FOUR: SPECIFIC TIPS AND TECHNIQUES
 Engaging the Four Key Stakeholders in Change Initiatives
  The Importance of Generating Short-Term Wins
 Effective Communication Strategies during Periods of Change
 Effectively Dealing with Change
 Activity: “I’d Like To…”

Length:

Half to full day

Materials:

“Five Dimensions of Change” assessment and handouts

10. DiSC
There are, of course, many different assessment tools that rate behavior, preference, styles, attitudes,
etc. and provide a framework for understanding the way in which you see the world and the differing
ways in which others may approach the same set of facts or circumstances. Myers-Briggs/MBTI,
Emergenetics, Lominger, Insights, StrengthsFinder and many others remain popular, but the most
common tool we see clients utilizing is the DiSC. The DiSC framework is easily learned and flexible
enough to apply to a variety of individual and team learning needs – communication, teamwork, conflict
resolution, decision making, and others.

The foundation of personal and professional success lies in understanding yourself and others,
recognizing the impact of your communication style on others and learning how to be flexible in a
variety of situations. This workshop will help team members understand the obstacles that can inhibit
team collaboration and effective communication in the workplace and how it impacts workplace
relationships. Participants will explore their own communication style through the use of the DiSC®
assessment tool and will identify action plans to create a team environment where they can maximize
their productivity and success.

During the workshop, participants will practice effective communication skills that include active
listening, giving and receiving feedback as well as walk away with personal action plans to implement
skills learned in class. Interactive discussions, activities and role-playing during the workshop will enable
each participant to feel comfortable and confident applying what they learn.

Objectives: In this course, participants will:

  Identify their individual communication styles and gain an understanding of how that style
impacts others
 Learn the four Behavioral Styles utilizing the DiSC format
 Develop new strategies for communicating with team members to improve workplace relations
 Recognize opportunities to be more collaborative with team members and develop stronger
working relationships
 Resolve problems and issues more quickly and effectively
 Practice effective communication techniques that help to prevent misunderstandings
 Provide positive feedback to co-workers
 Develop personal action plans that will improve individual and team results
Sample Agenda:

INTRODUCTION
 Teambuilding Activity
 Communication Challenges in the Workplace
 Turning Challenges into Successes
DiSC
 Background on DiSC
 Understanding Behavioral Styles
 Discussion: the Four Behavioral Styles (Dominance; Influence; Conscientiousness; Steadiness)
 Interpreting your style
 Group activity with “like styles” – Poster Contest
RECOGNIZING COMMUNICATION STYLES OF TEAM MEMBERS AND CUSTOMERS
 Determining communication styles of others
 Reading and reacting to others
 Utilizing this information to improve collaboration and reduce conflict
PRACTICAL APPLICATIONS
 Working effectively with other styles
 Group Activity
 How could you approach a team member once you understand their style?
 How could your team work better together?
 Role Play: What is the best approach in this situation?
 Developing Effective Communication Skills
 Communication Realities
 Tips For Successful Communication
 Tuning Into Body Language and What It’s Communicating
 Practicing Effective Listening Habits
 Questioning Techniques and asking for what you need
 Paraphrasing, Summarizing and Empathizing
 Speaker/Listener Technique
 Partner Activity
PROVIDING POSITIVE FEEDBACK AND RECOGNITION
 Why feedback is important in the workplace
 How to give and receive feedback
 Using the 3 step feedback process
 Positive feedback tool
  Developing recognition ideas
 Triad Activity (Speaker, Listener, Observer)
 Sample situations to apply active listening and communication styles
 Feedback
 What worked well
 Opportunities for development
NEXT STEPS
 Commitment to Action Form

Length:
Half to full day.

Materials/Pre-Work Items:

Each participant will complete an online DiSC Assessment prior to the workshop. Each participant will
receive an in-depth personalized workbook based upon the results of his/her DiSC profile, and the
results will be utilized in tailoring the content to your organization.
If appropriate, the DiSC results will also be utilized in preparing a Team Culture Report, which results will
be utilized during the workshop as well. This does not require any additional pre-work on the part of
the participants.