MAS - Multi-Training Systems, L.L.C. - 47QREA20D000F

GENERAL SERVICES ADMINISTRATION

Federal Supply Service

AUTHORIZED FEDERAL SUPPLY SCHEDULE PRICE LIST

On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order are available through GSA Advantage!®, a menu-driven database system. The INTERNET address GSA Advantage!® is: GSAAdvantage.gov.

MULTIPLE AWARD SCHEDULE

FSC Group MAS Contract number – 47QREA20D000F

For more information on ordering from Federal Supply Schedules click on the FSS Schedules button at fss.gsa.gov.

Contract period – January 29, 2020 through January 28, 2025

CONTRACTOR:

Multi-Training Systems, LLC 26677 W 12 Mile Rd, Suite 142 Southfield, MI 48034 Phone: 248-358-6988 Fax: 248-358-6901

Contract Administration source:

Marilynn Bell, Ph.D.

313-510-3369 mbell@mtsinfo.com Price list current as of Modification #PS-A815, effective April 09, 2020

CUSTOMER INFORMATION

1a. Table of Awarded special item numbers

OLM

Order-Level Materials (OLMs)

1b. Identification of the lowest priced model number and lowest unit price:

1c. Hourly Rates: N/A

2. Maximum Order: $1,000,000

3. Minimum Order: $100.00

4. GEOGRAPHIC COVERAGE (delivery area): Domestic Delivery

5. POINT OF PRODUCTION

Multi-Training Systems, LLC 26677 W 12 Mile Rd, Suite 142 Southfield, MI 48034

6. DISCOUNT: Prices shown are NET Prices; Basic Discounts have been deducted

7. QUANTITY DISCOUNTS: 1.0% on a single task order exceeding $350,000

8. PROMPT PAYMENT TERMS: Net 30 days.

Information for Ordering Offices: Prompt payment terms cannot be negotiated out of the contractual agreement in exchange for other concessions.

9a. Government purchase cards are accepted at or below the micro-purchase threshold.

9b. Government purchase cards are accepted above the micro-purchase threshold.

10. FOREIGN ITEMS: None 11a. TIME OF DELIVERY: The Contractor shall deliver to destination within the number of calendar days after receipt of order (ARO), as set forth below:

SPECIAL ITEM NUMBERS RECOVERY DELIVERY TIME (Days ARO)

11b. EXPEDITED DELIVERY. Items available for expedited delivery are noted in this price list.

11c. EXPEDITED DELIVERY may be available. Contact Contractor for more information.

11d. URGENT REQUIREMENTS: When the Federal Supply Schedule contract delivery period does not meet the bona fide urgent delivery requirements of an ordering activity, ordering activities are encouraged, if time permits, to contact the Contractor for the purpose of obtaining accelerated delivery. The Contractor shall reply to the inquiry within 3 workdays after receipt. (Telephonic replies shall be confirmed by the Contractor in writing.) If the Contractor offers an accelerated delivery time acceptable to the ordering activity, any order(s) placed pursuant to the agreed upon accelerated delivery time frame shall be delivered within this shorter delivery time and in accordance with all other terms and conditions of the contract.

12. FOB point: Destination 13a. ORDERING ADDRESS Same as Contractor

13b. ORDERING PROCEDURES: For supplies and services, the ordering procedures, information on Blanket Purchase Agreements (BPA's) are found in Federal Acquisition Regulation (FAR) 8.405-3.

14. PAYMENT ADDRESS: Same as Contractor

15. WARRANTY PROVISION: Not applicable

16. Export packing charges, if applicable: None

17. Terms and conditions of Government purchase card acceptance (any thresholds above the micro-purchase level) : Contact Contractor

18. Terms and conditions of rental, maintenance, and repair: None

19. Terms and conditions of installation: None

20. Terms and conditions of repair parts indicating date of parts price lists and any discounts from list prices: None

20a. Terms and conditions for any other services: None

21. List of service and distribution points: None.

22. List of participating dealers: None

23. Preventive maintenance: None

24a. Special attributes such as environmental attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants) : None

24b. If applicable, indicate that Section 508 compliance information is available on Electronic and Information Technology (EIT) supplies and services and show where full details can be found (http://www.mtsinfo.com/). The EIT standards can be found at: www.Section508.gov/.

25. Data Universal Number System (DUNS) number: 965766546

26. Notification regarding registration in System for Award Management (SAM) database: Contractor has an active registration.

Service Contract Act (SCA) Matrix The Service Contract Labor Standards, formerly the Service Contract Act (SCA) is applicable to this contract as it applies to the entire Multiple Award Schedule and all services provided. While no specific labor categories have been identified as being subject to SCLS due to exemptions for professional employees (FAR 22.1101, 22.1102 and 29 CRF 541.300), this contract still maintains the provisions and protections for SCLS eligible labor categories. If and/or when the contractor adds SCLS labor categories/employees to the contract through the modification process, the contractor must inform the Contracting Officer and establish a SCLS matrix identifying the GSA labor category tittles, the occupational code, SCLS labor category titles and the applicable WD number. Failure to do so may result in cancellation of the contract.

MTS Training Courses

COURSE DESCRIPTIONS

LEADERSHIP

Courses # S401-S404 – CRUCIAL HABITS OF HIGHLY EFFECTIVE LEADERS (4 parts) Course # S401 Course Title: Understanding Supervisory Styles and Roles Course Description Understanding Supervisory Styles and Roles can help you to identify your style, clarify your role, improve all communications, and interact more effectively with other people to accomplish certain goals.

This course focuses on how we can make simple, smart behavior adaptations to improve our interactions with others. Being able to quickly recognize a person's style and interact appropriately are critical to this process. Participants benefit from an increased awareness, understanding and appreciation for supervisors’ roles and responsibilities within the organization. Equally important, you can learn how slight adjustments you make in your interactions will enhance your effectiveness.

Learning Outcomes After completion of workshop, participants will:

· Describe the 4 classic styles

· Identify 12 critical characteristics of highly effective supervisors

· Clarify and list their roles and prioritize their responsibilities

· Establish and implement 3 goals for improving actions, reactions, and interactions with peers and employees

· Use the job-aid, “How to Improve Your Supervising Skills,” as a reference for continuous improvement

Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Toolkit: Participant Guide, Pre & Post Assessment, Generational Perceptions Worksheet, Video Observation Forms for Leadership Vignettes, Skill Building Activities for Leaders. Action Plan Worksheet and Scorecard, Resources

Course # S402 Course Title: The Way We Talk Can Change the Way We Work Course Description High quality communication skills and systems are critical to the success of your company and role as a supervisor. The goal of this course is to help you improve communication skills and processes to achieve win-win results.

Techniques on various types of communication are presented including verbal, non-verbal, para-verbal, questioning, feedback, meetings, announcements, discussing sensitive/difficult subject matter, and listening.

Learning Outcomes After completion of workshop, participants will:

· Name 4 types of communication and provide examples

· Define the value of high quality communication in promoting workplace cooperation, safety, morale, and productivity

· List 3 ways to communicate more effectively

· Use the job-aid, “Listening for a Change”, as a reference for continuous improvement in effective and active listening

· Demonstrate asking close-ended and open-ended questions

· Plan and conduct an engaging, productive meeting

· Prepare a scenario for discussing a difficult subject matter, such as absenteeism, with an employee Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S403 Course Title: Building Trust and Managing Conflict Course Description Trust in the workplace creates an expectation that people can rely on others to do what they say they will do. Trust is a relationship of reliance and helps to minimize conflict.

This course focuses on the role of the supervisor to build trust to help unify team efforts, enhance business results, and create a respectful work climate. Techniques for building trust are covered along with the elements involved in the Cycle of Trust.

Trust is important for establishing a comfort level to effectively address and manage conflict. Simulated activities in this course help participants identify how they respond to conflict and understand the influences that affect their ability to productively engage in and manage conflict.

Learning Outcomes After completion of workshop, participants will:

· Rate the level of trust in their organization

· Recommend 4 organizational ground rules to improve trust in their organization

· List the 5 elements in the Cycle of Trust

· Identify 3 main sources of conflict and develop action plan for addressing the conflict at future team meetings Use the job-aid “Promoting Trust at Your Company,” to plan a trust-building activity in your unit or department to help organize and guide work Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S404 Course Title: Developing and Sustaining Peak Performance Teams Course Description The ability to balance the goals of the organization and the needs of the work group is a key skill for supervisors to develop and sustain peak performance teams.

This course is a comprehensive guide on how to actively work to increase the skill level of each employee you supervise and remove obstacles to better performance. Training is provided on the most effective, up-to-date strategies to develop a motivated, productive workforce.

Emphasis is on how to assess the needs and capitalize on the strengths of all employees to help lower absenteeism and turnover rates, create a positive, safer work environment, improve performance feedback processes, and reduce stress.

Learning Outcomes After completion of workshop, participants will:

· List five ways to build a team to get results

· Use the job-aid, “Model to Strengthen Team Relationships,” to use as a reference during team meetings or one-on-one’s

· Use the job-aid, “Identify Team Members’ Strengths,” as a tool to learn or verify an employee’s contributions or productivity

· Upgrade their skills in interviewing and selection

· Identify the 5Cs of productive teams

· Plan a process for assessing the causes and for implementing corrective actions for absenteeism

· Recommend 2 activities for professional development Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S405 Course Title: Report Writing for Professionals Course Description In this practical, hands-on course, participants learn skills to help them present information to both technical and non-technical audiences. Report Writing for Professionals places rules and guidelines in the context of real-world report writing: forms, documentation, minutes, instructions, and technical reports. This course engages writers with interesting materials and powerful techniques.

Learning Outcomes After completion of workshop, participants will:

· Understand Five Power Points of Report Writing

· Organize by Purpose

· Simplify Complex Technical Information for Easy Access

· Emphasizing Important Information

· Writing Smooth and Logical Transitions

· Selecting the Most Effective Formats for the Audience

· Understanding E-Mail Do’s and Don’ts

· Write Persuasively

· Revise Overloaded Sentences for Readability

· Building Sentence, Paragraph, and Document Structures for Readability

· Overcome Writing Anxiety: Write First, Edit Later

· Ensure That Every Message Accomplishes A Purpose Format: The training is engaging and participant-centered. We design activities based on adult learning principles to promote classroom interaction. Emphasis placed on each topic will depend on our assessments, surveys, and sample documents from the client. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. This workshop provides powerful writing tools to help increase competence, confidence, and ability to succeed–starting immediately.

Course # S406 Course Title: Knowing When and How to Manage Conflict Course Description Knowing When and How to Manage Conflict was developed to provide training in the critical skills needed to effectively manage interpersonal conflicts. These critical skills include: understanding the basics of conflict, increasing your personal awareness, expressing negative concerns, and communicating your needs, preferences, opinions, and ideas in ways that leave the self-respect of all parties intact.

Learning Outcomes After completion of workshop, participants will be able to:

· Increase understanding of the nature of conflicts

· Provide practice in separating the issues from the personalities in a conflict

· Identify areas of common ground and disagreement

· Determine the desired outcomes of all parties involved in a conflict

· Provide techniques and practice in expressing issues, needs, and preferences with mutual respect

· Provide practice in reaching consensus

· Provide strategies for recognizing and managing potentially violent conflicts

· Provide practice in effective communication techniques that can prevent conflicts from escalating

· Provide strategies for controlling, confronting, and resolving conflict situations

· Debrief case studies to determine appropriate actions and action plans Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S407 Course Title: Supervision in A Union Environment Course Description Supervision in A Union Environment provides basic information on supervising employees who are represented by a union. All supervisors have huge, important responsibilities and are faced with managing a workforce that can meet the company standards and thrive in the midst of change. Supervising others requires greater vision, clarity, self-knowledge, communication, and people skills than ever before.

When employees or some employees are represented by a union, supervisors must understand and apply the same interpersonal supervisory techniques to all: being honest and ethical, communicating well and often, listening to and resolving issues as they arise, recognizing and rewarding good performance, and creating an environment of trust and respect. The differences arise in working through different levels (e.g., shop stewards) in order to ensure employees understand their rights and in order to determine resolutions to different situations or conflicts.

Learning Outcomes After completion of workshop, participants will be able to:

· Understand formal grievance procedures in your organization

· Understand union policies and procedures

· Understand non-union policies and procedures

· Understand roles and responsibilities after being promoted from employee to supervisor

· Use a TEAM approach to work together to get results

· Understand disciplinary process

· Resolve disputes quickly, fairly, and consistently

· Maintain clear, accurate documentation

· Balance demands of union and management

· Treat ALL employees with respect Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S408 Course Title: Supervising Challenging Employees Course Description Supervising Challenging Employees looks at some of the most common types of difficult and disruptive employee behaviors, identifies the potential risks to the organization if the behavior is not corrected, considers some of the reasons for such problems and offers suggestions for constructively managing the performance of employees exhibiting consistently challenging behaviors. Their negative energy can affect an entire team's morale, attendance, and productivity. Employee morale, productivity and customer service levels are at their lowest when employees work in an environment of inappropriate or disruptive behaviors. Behavior that is not consistent with professional expectations can result in significant negative consequences to the organization, its employees, and the customers it serves. These behaviors cause problems that should be addressed by managers to minimize the negative impact on the organization Learning Outcomes After completion of workshop, participants will be able to:

· Confront challenging behaviors

· Rude, condescending, insulting and demeaning statements to others

· Angry, hostile tones.

· Throwing things or slamming doors when displeased.

· Berating staff and colleagues in front of others.

· Insensitive, curt and disrespectful treatment of peers, staff or clients.

· Being physically or verbally abusive toward others.

· Threatening litigation when displeased or challenged.

· Dismissing authority and believing that rules do not apply to them.

· Give clear, behavioral feedback and establish consequences

· Document and be consistent

· Work through organizational processes Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S409 Course Title: Performance Evaluation Course Description Performance Evaluation In today’s changing workplace, Leadership Team members are often not prepared to meet the challenges of downsizing, increased competition, and urgent new initiatives. In the past, most senior team members were trained in the basics of scheduling, controlling, and monitoring the work activities of subordinates. No one anticipated that the massive economic changes we face today would require so much more from the senior team.

Leadership sets the tone and creates the culture for all employees working together. The more time and energy you put into improving now, the more success you can expect in the years to come. Promote the success and performance of your current leadership team with training that is customized for their specific needs.

Learning Outcomes After completion of workshop, participants will be able to:

· Promote responsible self-management and accountability

· Communicate clear goals and performance expectations

· Use the MTS Frequent Feedback Plan to guide and maintain peak performance

· Recognize and respond to motivation and morale problems

· Transform marginal and problem employees into star performers

· Train subordinates to develop their own time-specific performance goals

· Evaluate performance and agree on specific follow-up action plans

· Use successful one-on-one coaching strategies

· Create an environment that empowers subordinates to collaborate, solve problems, and contribute to the growth of the organization Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S410 Course Title: Project Management Course Description Project Management Do your leaders effectively initiate, plan, control, and report on all your projects consistently? What would it mean if you could effectively deal with the different expectations of management, staff, and business and technical partners? Every project leader could benefit from training that covers the tools, tips, and skills needed to handle all aspects of the project management life cycle.

Learning Outcomes After completion of workshop, participants will be able to:

· Selecting and applying “best practices” to plan and run projects

· Defining project objectives and deliverables

· Organizing and prioritizing

· Using communications techniques to get the cooperation, support, and resources that are vital to the project's success

· Building project team effectiveness

· Identifying resources

· Selecting and implementing planning, monitoring, and scheduling tools

· Setting milestones to track and control

· Estimating and managing costs—rooting out all types of waste

· Creating a realistic, achievable project plan

· Applying the steps and variables of the project management process

· Documenting LESSONS LEARNED Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S411 Course Title: Embracing Accountability Course Description Embracing Accountability is a course that teaches the skills, values, attitudes, and step-by-step process for ensuring accountability for ALL members of the organization, beginning with leadership. These values and accountability tools should be used by every member of the organization as they perform their day-to-day duties. Participants learn how to take greater personal and organizational accountability for achieving results.

Learning Outcomes After completion of workshop, participants will be able to:

· Clarify departmental outcomes and align people's daily work objectives with those outcomes

· Introduce a positive approach to creating greater accountability throughout the organization

· Identify personal and environmental barriers to being accountable

· Practice the language of accountability

· Use steps to personal accountability

· Create accountability in others through the use of the MTS model

· Develop specific action steps that can be put to use immediately Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S412 Course Title: Managing Multiple Priorities: Getting More Done In Less Time Course Description Getting More Done In Less Time helps strengthen employees’ ability to organize, manage multiple priorities, create work/life balance, avoid procrastination, plan the day effectively, prioritize, delegate, and identify time wasters.

An out-of control work life can wear individuals out mentally and physically and make them feel dissatisfied with their job performance and with themselves. Most people really don’t know how disorganized they are because they can usually put the blame for their stress and frustrations on any number of other workplace problems. It can also hurt them professionally because no matter how qualified and capable they are, other people will only see the deadlines that they missed and the information that they misplaced.

Learning Outcomes After completion of workshop, participants will be able to:

· Organize, prioritize and manage multiple priorities

· Discover steps to overcome procrastination

· Manage and minimize interruptions and distractions

· Make quick, effective decisions

· Use technology to streamline workflow and control workday

· Integrate Personal Calendar, Planner or PDA into your time management system

· Formulate a daily plan to create work/life balance

· Organize desk clutter, paperwork, e-mail, and electronic files

· Identify the steps for effective delegation

· Say "no" when necessary and clearly communicate what you can do Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S413 Course Title: Communicating to Build Trust and Collaboration Course Description Communicating to Build Trust and Collaboration was designed to Trust is the foundation of teamwork and the bedrock of a team’s overall performance. Trust is a relationship of mutual confidence in contractual performance, honest communication, and expected competence. Getting inspiration and contribution from team members requires trusting one another and learning the keys to collaboration.

When you trust your co-workers, you can work together seamlessly. You can work together securely, knowing that your co-workers will support you and you can work together collaboratively.

For a work group to reach its full potential, members must be able to say what they think, ask for help, share new or unpopular ideas, and risk making mistakes. This can only happen in an atmosphere where team members show concern, trust one another, and focus on solutions, not problems. Communication --when it is friendly, open, and positive --plays a vital role in creating such cohesiveness and collaboration.

Learning Outcomes After completion of workshop, participants will be able to:

· Define the elements of effective Communication, Trust, and Collaboration

· Use guidelines and job aids to build trustworthiness among team members

· Display team collaborative behaviors and mutual confidence

· Contribute ideas and collaborate in a respectful team environment

· Express concerns without depreciating other team members

· Reconcile personality differences

· Use trust and collaboration tools and techniques

· Allow creative synergy to happen

· Understand tips for thinking outside the box

· Brainstorm innovative breakthroughs Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S414 Course Title: Coaching and Re-Directing Employees Course Description When employee work performance falls short of the company standard, supervisors need effective, professional ways to correct and redirect employees. They need to know how to send a clear, consistent message. In this training, they learn how to identify problems, communicate expectations to the employee directly but respectfully, and how to pursue and bring closure to the process. This training is intended primarily for supervisors and managers who need to know how to identify unacceptable performance, how to correct performance, and how to proceed within company guidelines.

Skillful, appropriate techniques can turn a problem situation into an opportunity for improved performance and increased job satisfaction for the employee, as well as a productivity improvement on the floor. Supervisory personnel must know how to provide the right combination of support, influence, and positive incentives to direct, correct, and Learning Outcomes After completion of workshop, participants will be able to:

· Improve observation skills and identifying performance that needs improvement

· Overcome their reluctance to address issues

· Use performance conversations to establish goals, expectations

· Develop employees by giving “usable” feedback

· Respond productively to employee performance issues (i.e., mistakes)

· Redirect those who are not meeting performance requirements

· Practice using tools and techniques for developing workable solutions

· Identify, respond to, and reinforce positive employee performance Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # S415 Course Title: Strategic Thinking Course Description The overall goal of our Strategic Thinking training is strengthen your strategic thinking skills. The most effective leaders now understand that strategic planning is a just-in-time proactive approach. While some leaders spend their time in endless meetings listening to how bad things are, strategic planners are heeding a higher call for a brighter future. Good strategic planning begins and ends with the values, beliefs, mission and purpose of the organization. The first step then is to make certain that every person who participates in strategic planning has a clear understanding of the mission and the beliefs and values that are reflected in that mission.

Learning Outcomes After completion of workshop, participants will be able to:

· Define Strategic vs. Tactical Thinking

· Identify examples of using Strategic Thinking

· Review Strategic Thinking Skills

· Identify and discuss Thinking Styles

· Respond quickly to major developments

· Redirect resources to take advantage of emerging opportunities

· Design interventions to counter the impact of potential threats

· Pinpoint and remedy inherent weaknesses in your operations

· Amplify the strengths of your organization

· Bring key people together to create an easy-to-follow blueprint for success

· Develop a process to ensure a smoother implementation of new strategies Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

PERSONAL/PROFESSIONAL DEVELOPMENT

Course # PD301 Course Title: Problem Solving Strategies Course Description Problem solving that produces measurable results requires using creativity in a structured way. When people discover problems, the most frequent response is to rush to find a solution. Finding an immediate fix for the problem is very satisfying no matter how many times this process occurs. Unfortunately, it is not the best way to solve a problem, as it leads to the need to solve the same problem over and over again. A better approach is to eliminate the root cause.

This training provides opportunities for participants to practice personal behaviors and skills that improve the problem solving process. Problem solving that produces measurable results requires using creativity in a structured way. A skilled process Leader is KEY to team’s success by keeping team on track, creating an environment that encourages individual members to share knowledge, and use new techniques.

Learning Outcomes After completion of workshop, participants will be able to:

· Gain confidence in ability to use systematic tools for analyzing problems/potential solutions

· Understand benefits of using a disciplined approach to solving problems

· Use individual skills/behaviors to enhance team and individual problem solving effort.

· Facilitate a variety of tools to analyze issues, generate ideas, make decisions, and implement the required actions with teams.

· Apply the problem solving process in “real” problem situations.

· Use individual skills and behaviors that enhance team and individual problem solving effort.

Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # PD302 Course Title: Communication Skills Course Description Communication is a leader’s most important competency. The impact of a person’s communication is noticeable in interpersonal, small group, and workplace settings. People will act or fail to act on the basis of how you communicate with them. We all bring our own assumptions, cultures, and preferences to our interactions. Too often, our backgrounds do not match those of the person receiving the communication, and a GAP opens up. The term “communication gap” refers to a workplace situation in which miscommunication or lack of communication affects relationships and productivity.

You may sometimes create communication gaps, or your co-workers may create them. This training focuses on ways to reduce/eliminate these gaps and to prepare critical conversations. These conversations are interpersonal exchanges that we dread having but know we cannot avoid. How do you say what needs to be said while avoiding an argument with a boss, child, or partner? This workshop provides the tools you need to communicate with anyone and achieve positive outcomes that will amaze you.

Learning Outcomes After completion of workshop, participants will be able to:

· Create a climate of communication for your team

· Identify areas of concern and underlying areas you want to work on

· Practice using 5 communication tools and techniques

· Resolve issues in a non-depreciating manner

· Flex your communication style

· Use influence strategies

· Be persuasive, not abrasive

· Keep listening when others blow up or clam up

· Use strategies to “close the gap”—a method for achieving results Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # PD303 Course Title: Delivering Quality Customer Service Course Description We all know what it is like to get poor service that did not meet our expectations. Many of us also remember leaving to take our money elsewhere. This course helps you transform the service you deliver from merely “acceptable” to “absolutely exceptional.”

Building good customer relations requires highly specialized skills. Customers can form lasting impressions about an entire organization after talking with one staff person. This course provides the training and practice to help staff at every level build respectful, responsive “quality” relationships with both internal and external customers.

Delivering Quality Customer Service focuses on observing and understanding how you think, interact, and relate with others. Customers have a powerful voice to a listening world and they are using it. This training is an opportunity for your group to practice AWESOME customer service.

Learning Outcomes After completion of workshop, participants will be able to:

· Understand the anatomy of customer service: the good, the bad, the great

· Understand the who, what, where, when, and how of exceptional service

· Make the customer feel important

· Ensure that every interaction leaves a positive impression

· Acknowledge the customer’s concerns

· Give even difficult customers what they really want

· Employ empathy: putting yourself in the customer’s shoes

· Resolve it now! Ponder it later

· Use 10 words customers love to hear

· Use teamwork to resolve customer complaints faster.

Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # PD304 Course Title: Developing Dynamic Listening Skills Course Description The number one way to improve any relationship is by genuinely listening to what the other person has to say. Listening is the cornerstone of good communication skills. If everyone talks and no one listens, there is no foundation upon which to build understanding. If there is no understanding, nothing useful is accomplished.

Building good listening skills is essential for every person in a leadership position. Without these skills, building trust, gaining cooperation, negotiating win/win outcomes, or resolving issues is an uphill struggle.

Learning to be a better listener is a skill that carries over into every aspect of both personal and work relationships. The effort made to improve listening skills is an investment that will pay off time and time again.

Learning Outcomes After completion of workshop, participants will be able to:

· Make certain they understand the other person’s message before they respond

· Pinpoint misunderstandings sooner rather than later

· Tap in to the other person’s point of view

· Identify pitfalls and barriers to better listening

· Tune in to the finer, more subtle points of a person’s message

· Ensure that the other person knows that an effort is being made to understand where he or she is coming from Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # PD305 Course Title: Effective Writing Skills Course Description Written communication is a critical function of doing business. Those who write business communications share the same goals—clear, concise, complete, correct writing.

Tailored for your organization, this training places learning in the context of real-life writing: e-mails, forms, minutes, reports, performance reviews, and proposals. This training provides hands-on activities for improving some of your writing projects. Best of all, we provide resources that your staff can use to continue getting better and smarter about their writing. Writers should write only what needs to be expressed, in as few words as possible, while still getting the point across.

Learning Outcomes After completion of workshop, participants will be able to:

· Consider the reader’s needs and requirements

· Use the “Five Power Points” of writing

· Overcome “writer’s block”

· Write straightforward openings and closings

· State clearly the actions needed

· Use e-mail etiquette

· Use MTS “Summit Structure” to organize ideas

· Correct serious sentence errors

· Choose words carefully to keep writing short and clear

· Review and edit writing Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # PD306 Course Title: Emotional Intelligence Course Description Emotional Intelligence training focuses on recognizing, understanding, and choosing how we think, feel, and act. It shapes our interactions with others and our understanding of ourselves. It defines how and what we learn; it allows us to set priorities; it determines the majority of our daily actions.

Emotional Intelligence (EI) is a key skill-set to effectively meet the increasing demands on our physical, mental and emotional resources. This skill- building EI workshop provides leaders with techniques and strategies to strengthen EI skills and manage emotions to perform roles with confidence, resilience and positive results.

Emotional Intelligence focuses on observing and understanding how you think, interact, and relate with others. This training is designed to build your relational skills and help you become more open and accepting of different perspectives and needs.

Learning Outcomes After completion of workshop, participants will be able to:

· Examine benefits of Emotional Intelligence in the workplace and WHY it matters

· Maintain the appearance of positive regard toward others while avoiding agitated displays of deep feelings

· Make message and response useful and timely

· Listen to and address employee’s specific needs and goals

· Employ words that employees and staff need to hear

· Use teamwork to resolve conflicts faster

· Use strategies to strengthen your Emotional Intelligence

· Practice and debrief customized “What Went Wrong” scenarios and role plays

· Maintain the appearance of positive regard toward others while avoiding agitated displays of deep feelings—especially anger Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # PD307 Course Title: Building A Respectful Work Culture Course Description This course helps participants become more aware of their own behaviors and their impact on employees as well as determine how to be more closely aligned with expected behavioral standards. This customized training is about implementing a safe and respectful environment.

It employs the MTS IMPACT Model, which is designed to break the cycle of disrespectful behavior. The specific goal is to raise self-awareness, improve skills, and promote a work environment in which managers interact with all team members in a respectful manner.

Learning Outcomes After completion of workshop, participants will be able to:

· Identify source of your own messages and hidden issues

· Monitor your words, tone, attitude, and behaviors

· Practice speaking against disrespect

· Assume good intent in the workplace

· Communicate respect verbally and non-verbally

· Take responsibility for your IMPACT Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

Course # PD308 Course Title: Polished Presentation Skills Course Description The ability to present information in a manner that is credible and persuasive is the number one skill that distinguishes the talented ambitious professional. In fact, this is a critical skill that professionals must possess in order to be successful. Many times, proposals lose out and sales and opportunities are lost—not because the ideas are unsound—but because the presenter lacks confidence, is inadequately prepared or has only a limited knowledge of how to effectively deliver a message. This is the program that provides immediate solutions to these and other common presentation problems.

Polished Presentation Skills will train you to organize and deliver smooth, successful presentations. Our training strategies have been proven to help professionals in every field obtain the desired reactions and results. This program includes step-by-step guidelines, ample practice opportunities, and expert coaching that can help you to achieve the goals of your presentation.

Learning Outcomes After completion of workshop, participants will be able to:

· Create interest, rapport and organize ideas for greatest impact and persuasion

· Complete preparations that boost your confidence

· Project greater credibility, passion and power

· Correct common delivery style faults that bother listeners

· Respond effectively to unexpected comments and reactions

· Practice making STAR power presentations persuasively

· Demonstrate and generate enthusiasm for your ideas Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results.

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