PSS - The Nolan Group Llc - GS02F0224X

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 1

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 for GSA Advantage! is: GSAAdvantage.gov

Schedule for Mission Oriented Business Integrated Services (MOBIS)

Federal Supply Group: 874

Class: R499

Contract Number: GS-02F-0224X

For more information on ordering from Federal Supply Schedules click on the

FSS Schedules button at fss.gsa.gov

Contract period: 8/9/2016 through 8/9/2021

Contractor: The Nolan Group, LLC.

819 E. Baltimore Street, Baltimore, MD 21202

Telephone Number: 410-637-3544

Fax Number: 410-637-3547

Email: tmccullom@verizon.net

Website Address: www.thenolangroupusa.com

Business Size: Small Business

Contract Administration: Tracy McCullom

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 2

CUSTOMER INFORMATION

1a. Table of Awarded Special Item Number(s) with appropriate cross-reference to page numbers: See table below (pgs 4-6)

1b. Lowest Unit Price: See table below (pgs 4-6)

1c. Hourly Rates: See table below (pgs 4-6)

2. Maximum order: $1,000,000.00

3. Minimum order: $100.00

4. Geographic coverage: Domestic only

5. Point(s) of production: Same as company address

6. Discount: Discounts already deducted

7. Quantity discounts: Five (5) or more classes per month receives 15% discount for full-day workshops

8. Prompt payment terms: Net 30 days

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

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

10. Foreign items: None

11a. Time of delivery: Specified on Task Order

11b. Expedited Delivery: Contact Contractor

11c. Overnight and 2-day delivery: Contact Contractor

11d. Urgent Requirements: Contact Contractor

12. F.O.B. point(s): Destination

13a. Ordering address: Same as Contractor

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 3

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 company

15. Warranty Provision: Contractor’s standard commercial warranty

16. Export packing charges: NA

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: NA

19. Terms and conditions of installation: NA

20a. Terms and conditions of repair parts: NA

20b. Terms and conditions for any other services: NA

21. List of service and distribution points: NA

22. List of participating dealers: NA

23. Preventive maintenance: NA

24a. Special attributes: NA

24b. Section 508 compliance information: NA

25. Data Universal Number System (DUNS) number: 15-965-4446

26. Registered in Central Contractor Registration (CCR) database: yes

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 4

Hourly Consulting/Facilitation/Program/Project Mgt Rates; Training Full-day & Half-day Rates

Description GSA Rate

Option

Year

8/10/2016 thru

8/9/2017

GSA

Discount

Sin 874-1

Consulting &

Facilitation

$206.54 17.4%

Sin 874-4

Training Onsite/Offsite

Full-Day

Half-Day

$2672.78

$1397.14

5.7%

12.9%

Sin 874-7

Project/Program Mgt

$206.54 17.4%

Description GSA Rate

Option

Year

8/10/2017 thru

8/9/2018

GSA

Discount

Sin 874-1

Consulting &

Facilitation

$214.49 18.5%

Sin 874-4

Training Onsite/Offsite

$2775.68

$1450.93

6.8%

10.9%

Sin 874-7

Project/Program Mgt

$214.49 18.5%

Description GSA Rate

Option

Year

8/10/2018 thru

8/9/2019

GSA

Discount

Sin 874-1

Consulting &

Facilitation

$222.75 19.3%

Sin 874-4

Training Onsite/Offsite

$2,882.54

7.8%

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 5

Half-Day $1506.79 11.8%

Sin 874-7

Project/Program Mgt

$222.75 19.3%

Description GSA Rate

Option

Year

8/10/2019 thru

8/9/2020

GSA

Discount

Sin 874-1

Consulting &

Facilitation

$231.33 20.2%

Sin 874-4

Training Onsite/Offsite

$2,993.52

$1,564.80

8.8%

12.8%

Sin 874-7

Project/Program Mgt

$231.33 20.2%

Description GSA Rate

Option

Year

8/10/2020 thru

8/9/2021

GSA

Discount

Sin 874-1

Consulting &

Facilitation

$240.23 11.2%

Sin 874-4

Training Onsite/Offsite

$3,108.77

$1,625.04

9.8%

15%

Sin 874-7

Project/Program Mgt

$240.23 11.2%

The Nolan Group, LLC. (TNG) is a full-service U. S. Small Business Administration certified

8(a) and Woman-Owned consulting firm offering management services, performance improvement consulting and training. We are positioned to be a viable resource to management teams, supporting organizational growth through the development and professional execution of workshops, program and project management. We use a unique blend of powerful programs, workshops, software and evaluation tools that are customized for helping companies improve proficiencies, productivity and profitability. Our company is extremely proficient at analyzing, designing and implementing program changes that support organizational strategic goals and objectives. We bring associates with diverse backgrounds and expertise that allows us the ability to provide insight to our clients’ specific industry needs. At the same time, we support their

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 6 business purpose using results-oriented strategies that help to streamline company processes while saving time and money.

The Nolan Group, LLC has the following core competencies:

Provide project/program management services to help organizations reach desired goals and outcomes.

Provide business assessment, strategic direction and consulting to identify opportunities to improve current organizational state.

Deliver high performance leadership and management training that improves work habits to achieve individual maximum capabilities.

Provide web-based assessment tools to reduce inefficiencies, increase profitability and pin point areas for continued organizational development.

Our Core Services

Project/Program Management

The Nolan Group (TNG) is a client service provider offering solutions in Project and Program

Management to optimize workflow and increase efficiency in the workplace. We offer comprehensive, customized program and project support applicable to all disciplines to include, but not limited to call center support, commercial furnishings and design and workforce development. These offerings can be provided as a standalone service for a particular project or as a comprehensive package governing an entire project from conception to completion or any combination to meet the needs of the client. While each project is uniquely different, our associates work closely together to ensure that special and relevant experiences and skills are applied to each client’s situation. Each project has a specific team assignment comprised of expert project managers and consultants who work closely together and who are committed to obtaining excellent results.

TNG expert consultants are able to tailor programs to meet the requirements of your organization, incorporating modular frameworks and tools as necessary. Regardless of the issues, our team is able to build stronger companies by combining cutting edge approaches to program delivery and facilitation coupled with industry knowledge in the context of a challenging environment. Most importantly, we have a proven track record of success in working collaboratively with our client teams to ensure real workable solutions and program executions with an emphasis on managing initiatives that promote organizational strategic goals and objectives that produce desired outcomes. The outcomes include reduced project ramp times, more effective anticipation of potential trouble areas, smother project phase transitions and the ability to successfully meet project deadlines and budgets. Some specific tasks include:

Develop project schedules, baselines, and detailed project plans

Cost estimates, cost control, and budget determination

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Track project deliverables using appropriate tools and cost control and accounting

Earn Value Management (EVM) and financial reporting

Plan and schedule project timelines

Risk management and mitigation

Conduct program reviews

Manage and execute multiple projects

Engagement management

Organization project management and change management

Integration management

Program and project procurement management

Training

Our professional and personal training programs and workshops help to re-tool one’s thought process behind work habits and decision-making, thereby inspiring participants to optimize their individual capabilities and talent. These programs empower participants to clarify purpose, recognize opportunities, make progressive choices, create vision, and operate with intent. This type of holistic and systemic training leads to sustainable behavior changes and employee performance that will positively impact the organization’s bottom line. Our workshops, more than 35 in total, fall into three basic categories: Leadership Training; Personal Effectiveness; and

Sales Training.

The Nolan Group’s products, services and programs are goal-driven, results-oriented, and cost-effective. We offer various workshop formats to fit your organization’s culture and strengths as seamlessly as possible. We minimize your employee’s time away from their job by offering scheduled on-site training and consulting. The workshops are customizable to meet your specific organizational needs and are presented over multiple days, one-day or half-day sessions. Our goal is to help your organization’s employees understand and expand endless possibilities and reach higher levels for maximum success.

Using such simple transforming concepts, our consultants integrate enthusiasm, humor and interaction, making each experience educational, results-oriented, and fun. The use up-to-date training techniques and a variety of training methods, including simulations, lectures, group discussions, case studies, problem solving exercises, and visual aids, give all participants the best opportunities for learning. Participants' are provided handbooks to note key points, accommodate handouts, and provide space for individual learning.

Our team has more than 40 years experience in education, human resources and organizational development. We have successfully developed, implemented and managed innovative programs in various sectors, offering strategic business solutions to both private and government institutions. Clients can boast in achieving significant improvement in both processes and human productivity to include reducing employee turnover, increased morale and performance standards.

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Our Methodology: How We Deliver Training

Our revolutionary methodology provides for holistic and systemic training that leads to sustainable behavior changes and employee performance that will positively impact the organization’s bottom line.

The general learning sequence is 1) to introduce the topic, 2) have participants do some type of structured exercise around it, 3) debrief learnings and teach the main principle, and 4) apply the principles to their own roles in the organization. This Adult Learning Model builds repetition into the learning process.

Essentially, our approach to training is based on the principles of high performance summarized below:

1. People are the organizations greatest resource and need to be trusted and empowered.

2. Work must be designed so that people are allowed to do "whole and meaningful" tasks that integrate all work aspects into a singular and total system.

3. Cross-functional teams are the natural work units of high performance companies and are responsible for managing all of the tasks and processes to accomplish business goals.

4. The role of management must change from controlling workers to providing resources and training as well as managing the environment so teams of workers can be most effective.

Training Library of Workshops

Managers and Supervisor Training

1. Coaching: Being a coach involves being a role model, sometimes a counselor or supporter, and always a guide. Coaching is based on a partnership that involves giving both support and challenging opportunities to employees. Knowing how and when to coach is an essential skill that can benefit both you and your organization.

At the conclusion of this workshop, you will be expected to:

Understand how coaching can be used to develop your team

Develop the coaching skills that help improve individual performance

Demonstrate the behaviors and practices of an effective coach

Recognize employees’ strengths and give them the feedback they need to succeed

Identify employee problems and ways you can help to correct them.

2. Coaching Your Business Team: If you are in a management position and want to help your employees be the best they can be, this workshop is for you. We believe the business world can learn a lot from the motivating, confidence-building tactics used by athletics coaches to transform their players’ performance. After all, your job at the office

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 9 is to make it possible for your star players to do their best – to make that winning touchdown.

When you focus on how to really coach, not just manage, your employees, you’ll have the key to increasing productivity, raising quality, reducing absenteeism, increasing sales, gaining commitment, and raising employee involvement. In this workshop, you’ll learn the differences between the traditional approach to managing as opposed to coaching. You’ll explore the concept that management is about what things you do to get things done through others.

You’ll then discover how to:

Establish a high-commitment environment

Welcome a new employee to the team

Implement an employee suggestion program

Make the office more like a home and co-workers like family

Conduct coaching analysis to determine what is causing disappointing performance

Use the systematic coaching technique to change specific behavior

3. Building Your Team for Success: You’ve heard the term “teamwork” and the phrase

“be a team player,” but chances are you have never experienced true teamwork. The reason? Many people don’t realize that an authentic team is very different from a traditional work group. And they also don’t realize that as a whole, teams perform at a much higher level than work groups. In this workshop, you’ll learn how to create a powerful team and build it for success using proven strategies that really work.

First, we’ll take a close look at why team building is the wave of the future. Like the fact that less than a quarter of today’s workers perform at their full potential, and that half of today’s employees work only hard enough to keep their jobs. There is no sense of satisfaction, accomplishment, or value, and employers are seeing that not only does the employee lose, but so does the employer. You’ll learn the fundamentals of successful teams, how the team model functions, and the five types of teams.

Then, we’ll explore how to:

Establish a charter to give the team vision

Implement shared leadership to empower employees

Set goals and keep score

Make decisions and solve problems as a team

Establish the process of peer feedback

Recognize effective teamwork

Resolve conflict within the team

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 10

4. Creating a Top Notch Talent Management Program: Organizations recognize that they do better business when their people are engaged, motivated, and yes, talented.

Having the right people in place at the right time is a key aspect to continued growth, success, or even just stability. This course will provide you with just what it takes to have the right people ready. It will help you create a program to measure the talents of your people and how to help them grow in preparation for the future. It will also help you support and grow your organization by teaching you how to apply the most current research and adapt your organization to the ever-changing marketplaces.

By the end of this program, you will be able to:

Apply the multifaceted aspects of talent management in their own organizations

Describe the skills required to manage high potential candidates

Recognize and foster talent within an organization

Explain the principles of competency based management

Use the language for talent management

5. Leadership- Becoming Management Material: This workshop is a tool for your leadership development. It is designed to help you create and accomplish your personal best, and to help you lead others to get extraordinary things done. At its core, leadership means setting goals, lighting a path, and persuading others to follow. But the responsibility entails much more. Leaders must get their message out in a way that inspires, make the most of their limited time, and build roads to precious resources. They must negotiate alliances, improve their colleagues, and align the ambitions of the many with the needs of the organization.

In this workshop, we will:

Define your role as a manager and identify how that role differs from other roles you have had.

Understand the management challenge and the new functions of management.

Discover how you can prepare for and embrace the forces of change.

Identify ways to get you and your workspace organized and get a jump on the next crisis.

Identify your leadership profile and explore ways to use this knowledge to improve your success as a manager.

Enhance your ability to communicate with others in meetings and through presentations.

Create an action plan for managing your career success.

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6. Leadership Skills for Supervisors: Supervisors represent an important force in the

North American economy. You have the power to turn on or turn off the productivity of the people who work for you. You are the crucial interface between the employee on the shop floor or the service desk and the managers of the organization. “Management is about persuading people to do things they don’t want to do, while leadership is about inspiring people to do things they never thought they could.”Steve Jobs, Co-founder of

Apple Computers.

During this workshop, you will:

Learn ways to prioritize, plan, and manage your time

Identify your primary leadership style and techniques for maximizing that style

Develop more flexibility to use other leadership styles

Search for ways to overcome communication barriers

Determine ways you can meet the needs of employees and co-workers through communication and coaching

Explore ways to engage in productive rather than toxic debate, and to make conflict a powerful force for creative, well-rounded solutions to problems

7. The ABC’s of Supervising: This workshop is for people who are new supervisors or who are interested in a supervisory position, as well as those who are lead hands or part-time supervisors without a great deal of authority. This workshop is designed to help you overcome many of the supervisory problems you will encounter in your first few weeks as a boss. Dealing with the many problems a new supervisor encounters isn’t easy, but it doesn’t have to lead to discouragement.

Specific objectives of this workshop include:

Clarify roles and responsibilities of the new job.

Adjust to the new role with confidence and an assurance you can handle the position.

Develop your skills in listening, asking questions, resolving conflict, and giving feedback to employees.

Develop a technique for making sure you give employees instructions that are clear and understood.

Identify some techniques to deal with employee challenges, such as hostility, complaints, and laziness.

Understand the importance of developing good relationships with employees and peers, so you are seen as fair and consistent.

8. The Professional Supervisor: With a host of new challenges and responsibilities to tackle, new supervisors need training like never before. Learning how to supervise your

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 12 new employees on a trial and error basis can lead to discouragement. This workshop can help you overcome many of the problems a new supervisor may encounter.

This workshop will help you:

Clarify the scope and nature of a supervisory position

Learn some ways to deal with the challenges of the role

Recognize the responsibilities you have as a supervisor, to yourself, your team, and your organization

Learn key techniques to help you plan and prioritize effectively

Acquire a basic understanding of leadership, team building, communication, and motivation, and what part they play in effective supervision

Develop strategies for motivating your team, giving feedback, and resolving

9. Performance Management: Inspiring someone to be their best is no easy task. Just how do you manage for optimum performance? How do you create a motivating environment that encourages people to go beyond their best? This one-day workshop will give you some of those skills.

By the end of today, you will:

Understand the role of goal setting in performance management.

Have tools to help your employees set and achieve goals.

Have a three-phase model that will help you prepare employees for peak performance, activate their inner motivation, and evaluate their skills.

Have a better knowledge of motivational tools and techniques.

10. Conducting Effective Performance Reviews: Performance reviews are an essential component of employee development. Setting goals and objectives will give supervisors and employees a unified focus and targets for which to aim. Supervisors must also learn how to give feedback, both positive and negative, on a regular and timely basis so that employees can grow and develop. Performance appraisals involve all these activities.

At the conclusion of this workshop, you will:

Recognize the importance of having a performance review process for employees

Understand how to work with employees to set performance standards and goals

Develop skills in observing and giving feedback, listening and asking questions, for improved performance

Identify an effective interview process and have the opportunity to practice the process in a supportive atmosphere

Make the performance review legally defensible

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11. Managing a Multi-Generational Workforce: There are currently five generations in the workforce, and employers faced with mass retirements of Baby Boomers are looking for ways to prepare for the changes that will result. This course examines the history and reality of the generation gap. We will explore whether defining the actual limits of each generation is most important, or whether the merits of people within the context of employment is the bigger issue. Understanding others helps us to understand ourselves and to manage the people that we work with. Additionally, we will explore problems, solutions, and strategies to help overcome issues of the generation gap.

In this course, we will:

Develop our understanding of where the generations gap issue surfaces, and the impact it has on the modern workforce

Understand and apply language that is specific to each generation currently in the workplace

Explore organization strategies that overcome gap issues

Evaluate the need and effectiveness of recruiting, retention, and succession plans in context of the generation gap

12. HR for the Non HR Employee: In today’s fast-moving world, many managers and supervisors are expected to deal with some human resource issues. They may be asked to take part in developing job descriptions, sit in on interviews, or take responsibility for discipline. This three-day workshop will introduce those managers to human resource concepts. We will walk you through the hiring process, from performing a skills inventory to conducting the interview; discuss orientation; and cover some issues that arise after the hiring (such as diversity issues, compensation, and discipline).

At the completion of this workshop, you will be expected to know and understand:

The latest trends in the human resource field and the changing role of the human resource professional

How to write job specifications and identify core competencies

Methods of finding, selecting, and keeping the best people using behavioral description interviewing techniques

How to get employees off to a good start

How to deal with compensation and benefits

How to maintain healthy employee relations

How to make performance appraisals a cooperative process

13. Orientation-Getting Employees Off to a Great Start: An effective human resource professional knows that managing employee performance is more than conducting performance reviews or disciplining staff. Performance management begins with an

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 14 orientation to the organization and the job, and continues on a daily basis as employees are trained and coached.

A thoughtful new employee orientation program, coupled with an employee handbook that communicates workplace policies, can reduce turnover and save your organization thousands of dollars. Whether your company has two employees or a thousand employees, don’t leave employee retention to chance. Give them what they need to feel welcome, know why they were hired, and know how to do the job.

This workshop will help you:

Understand how important an orientation program is to an organization

Identify the role of the human resource department in the orientation program

Recognize how the commitment curve affects both new employees and their managers

Know what companies can do to deliver their promise to new employees

Determine the critical elements of effective employee training

Establish the importance of having an employee handbook for new and long-term

14. Assessment and Strategy Development: The purpose of this program is to assess the current status and effectiveness of your organization hiring and retention practices.

Program Objectives:

To clarify current results and how they are measured

To understand the demands of the current business environment

To clarify current business strategy and core ideology

To identify the core process(es) and key process variances

To document the current organization structure and understand how it is helping or hindering the organization

To verify the status and effectiveness of coordination and development systems

To clarify current organizational norms, attitudes, and behaviors

To summarize assessment findings and plan next steps for change

15. Design and Development: Once we have completed assessment of the current status and effectiveness of the organization, we must then devise a strategy for change. In this program we will analyze your business situation and define a strategy that will give you clear direction and course of action for hiring the best candidates who most likely thrive within your organization.

Program Objectives:

Identify the demands and challenges presented by your organization’s environment

Forecast the future business situation

Create a core ideology

The Nolan Group, LLC. MOBIS GS-02F-0224X Page 15

Define your strategic direction

Develop customized tools and examinations to manage your long-term development in hiring, retention and development of candidates

Set performance goals to focus your activities and measure your success

16. Advanced Project Management: It’s easy to forget the “manager” part of your “project manager” title amongst all the activity during a project. However, it is crucial that you hone your management skills as they are an important part of your success as a project manager. There are also some advanced project management techniques that you can master to help bring your projects to the next level. These are the two areas that we will focus on.

This workshop presumes that you have a thorough understanding of project management, including topics such as preparing a statement of work, setting project goals, scheduling, budgeting, managing project risks, and executing a project.

At the end of this workshop, you will be able to:

Think critically when choosing a project team

Make the best of an assigned project team

Help teams move through various stages to become a high-functioning machine

Maximize productivity at team meetings

Reward and motivate your team

Develop and execute a communication plan

Communicate with sponsors and executives more effectively

Identify problem team members and strategies for working with them

17. Intermediate Project Management: Project management isn’t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time.

This workshop is intended for those who understand the conceptual phase of a project’s life cycle, including setting goals, creating a vision statement, and creating the Statement of Work.

Today will take you through the remaining three stages: planning, execution, and termination.

By the end of the day, you will be able to:

Identify your project’s tasks and resources

Order tasks using the Work Breakdown Structure

Schedule tasks effectively

Use basic planning tools such as a Gantt chart, PERT diagram, and network diagram

Prepare a project budget

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Modify the project budget and schedule to meet targets

Identify and manage risks

Prepare a final project plan

Execute and terminate a project

Develop and manage a change control process

18. Project Management Fundamentals: Project management isn’t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done under budget, and done on time.

This workshop is not intended to take you from a supervisory or administrative position to that of a project manager. However, today’s topics will familiarize you with the most common terms and the most current thinking about projects.

At the end of this workshop, you will be able to:

Understand what is meant by a project

Understand what project management means

Identify benefits of projects

Identify the phases of a project’s life cycle

Enhance your ability to sell ideas and make presentations

Prioritize projects

Begin conceptualizing your project, including goals and vision statements

Use a target chart and other planning tools

Complete a Statement of Work

Personal Effectiveness Training

19. Conflict Management: Conflict resolution is the methodical process of building relationships and finding ways to achieve win-win results. If you begin by handling your current conflicts better and applying the principles you learn in the workshops, the quality of your relationships will improve and your individual, team, and organizational effectiveness will rise considerably. We’ll start by discussing the startling facts about workplace conflict, and what makes some conflict unhealthy and the symptoms leading to conflict.

At the conclusion of this workshop, you will be expected to:

Recognize how your own attitudes and actions impact on others

Find new and effective techniques for dealing with difficult people

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Develop coping strategies for dealing with difficult people and difficult situations

Identify those times when you have the right to walk away from a difficult situation

Learn some techniques for managing and dealing with anger

20. Conflicts Between Employees: Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. There are no magical phrases or simple procedures for managing conflict. However, there are several strategies for coping with conflict. Knowing when and how to use these techniques can make you a more effective leader.

At the end of this workshop, you will be able to:

Understand what conflict is and how it can escalate

Be able to recognize the five most common conflict resolution styles and when to use them

Increase positive information flow, through non-verbal and verbal communication skills

Develop effective techniques for intervention strategies

Strengthen staff trust and morale

Become more confident of your ability to manage conflicts to enhance productivity and performance

21. How to Handle Problem People Successfully: If you’ve been in the work force for more than a week, chances are you’ve had at least one experience with a problem employee or difficult co-worker! Problem people are part of most any organization, and that’s why it’s so important that people – especially supervisors – master skills for resolution.

Whether the inappropriate behavior is perpetual lying, manipulating, discouraging others, being a tough guy, criticizing others, or resisting authority, it’s best to address the problem early on. If you wait too long in hopes that the behavior will go away, you not only allow the issue to get worse, you also detract from the productivity of everyone involved: you, the problem employee, and their co-workers. If you attend this workshop, we’ll show you how to handle any situation. You’ll learn how to:

Recognize problem behavior

Respond to difficult people using proven techniques

Prevent future problem behavior using trust, feedback, and effective listening

Determine when you can help and when you can’t

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22. Teambuilding: Teams have become a principal building block of the strategy of successful organizations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the central methodology of most organizations in the private, non-profit, and government sectors. With teams at the core of corporate strategy, your success as an organization can often depend on how well you and other team members operate together.

At the conclusion of this workshop, you will be expected to:

Value perspectives different from their own

Know how to listen and understand the point of view of others

Recognize the critical role communication skills will play in building and maintaining a team atmosphere

Be committed to giving and receiving constructive feedback with other team members handle conflicts directly in a win-win way

Understand the value of working as a team and look below the surface to diagnose and improve how the team is really operating

Explore your team player style and identify how it can be used effectively with your own team

Identify ways that team members can be involved and grow in a team setting

23. Civility: Those who understand the difference between ethical and unethical practices have developed common sense savvy and communication skills beyond management and supervisory skills. Such skills are gained through practice and determination.

The objectives of this class are:

To discuss the need for being political in the workplace

To explain positive political techniques

To explain strategies of political negotiating

To discuss negative politics and to show how to deal with them

24. Time Management: Attend this workshop to discover how to rearrange the time you already have by taking it away from non-productive activities and adding it to productive ones. This workshop will show you, step by step, how to make that valuable time and raise productivity through the art of time management.

By the end of today, you will be able to:

Better organize yourself and your workspace for peak efficiency

Understand the importance of, and the most useful techniques for, setting and achieving goals

Identify the right things to be doing and develop plans for doing them

Learn what to delegate and how to delegate well

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Take control of things that can derail workplace productivity

25. The Art of Making Meetings Work: Meetings come in all shapes and sizes, from the convention to a quick huddle in an office hallway. This one-day program will be concerned with small working meetings; with groups that have a job to do requiring the energy, commitment, and talents of those who participate.

Members of such a group want to get some kind of result out of their time together: solving problems, brainstorming, or simply sharing information. At its best, such a group knows what it is about, and knows and utilizes the strengths of individual members.

By the end of the day, you will:

Understand the value of meetings as a management tool

Recognize the critical planning step that makes meeting time more effective

Identify process tools that can help create an open and safe forum for discussion

Develop and practice techniques for handling counterproductive behavior

26. Emotional Intelligence: Emotional intelligence, also called EQ, is the ability to be aware of and to manage emotions and relationships. It’s a pivotal factor in personal and professional success. IQ will get you in the door, but it is your EQ, your ability to connect with others and manage the emotions of yourself and others, that will determine how successful you are in life.

By the end of today, you will be able to:

Understand what emotional intelligence means

Recognize how our emotional health and physical health are related

Learn techniques to understand, use, and appreciate the role of emotional intelligence in the workplace

Understand the different emotions and how to manage them

Create a personal vision statement

Understand the difference between optimism and pessimism

Validate emotions in others

27. Customer Service-The Critical Elements: What role does customer service play in your organization’s success? Do you view it as the lifeblood of your business, as you should? Does your attitude toward customers carry over to everyone on your team? In this workshop, we’ll address those topics and more, as you learn how to make standout service your organization’s finest asset. To start with, we’ll clarify the true definition of a customer, which may surprise you, and then we’ll delve into practical, no-nonsense methods for exceptional service.

By attending this valuable workshop, you will learn how to:

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Hire the right people who share your value for customers

Listen for what the customer really needs, which may not be what their words tell you

Handle tough customers with panache, sensitivity, and skill

Respond to customers when you just can’t say yes, and still keep their business

Put your best foot forward with the right body language, dispute resolution skills, and telephone etiquette

Conduct customer surveys to further improve your organization’s service reputation

Motivate your employees to make customer service their #1 priority

28. Problem Solving & Decision-Making: Why is it that some people find it easy to solve tough problems with simple solutions while others find this feat nearly impossible? The answer is having the power to find creative solutions that lie in our ability to search for and find facts that relate to the situation, and put them together in ways that work. As an individual, your facts and knowledge can only go so far. By tapping into the knowledge of others (staff, colleagues, family, or friends), you can expand the range of solutions available to you. This workshop should help you reconstruct your efforts and learn new ways to approach problem solving, and develop practical ways to solve some of your most pressing problems and reach win-win decisions.

This workshop will help you:

Increase your awareness of problem solving steps and problem solving tools.

Distinguish root causes from symptoms to identify the right solution for the right problem.

Improve your problem solving and decision making skills through identifying your own problem solving style.

Identify ways to think creatively and work towards creative solutions.

Recognize the top ten rules of good decision-making.

29. Change Management: In order to be successful in today’s fast-paced business world, a company and its leaders must be ready to embrace change. As the old saying goes, change is the only thing you can count on – it is so integrated into business that there’s no question of its validity. But why is it, then, that many organizations struggle with change?

The answer is in how they introduce change to their employees and how they carry out the entire change process.

Every leader has the skills necessary to achieve a successful transition. They just need to learn how to implement those skills using the key strategies for leading people, including themselves, through change. In this workshop, we’ll introduce you to the techniques that will strengthen both your leadership abilities and your organization’s ongoing pursuit of excellence.

In the workshop for managers, participants will learn:

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The essence of skillful leadership

The difference between change and transition, and why it matters

How change and leadership work together

Properly set the stage for change in order to have a smooth transition

Encourage unity and open communication

Control opposition using persuasion techniques

Monitor progress against original goals

In the workshop for staff, participants will learn to:

Accept that there are no normal or abnormal ways of reacting to change, but that we must start from where we are

See change not as something to be feared and resisted but as an essential element of the world to be accepted

Understand that adapting to change is not technical but attitudinal

Recognize that before we can embrace the way things will be, we must go through a process of grieving, and of letting go of the “way things used to be”

See change as an opportunity for self-motivation and innovation

Identify strategies for helping change be accepted and implemented in the workplace

30. Conquering Your Fears of Speaking in Public: Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this one day workshop is just for you! It’s aimed at anybody who wants to improve their speaking skills in informal situations. We’ll give you the confidence and the skills to interact with others, to speak in informal situations, and to present in front of small groups.

Our goal is for you to:

Enhance the ability to speak one-on-one with others.

Feel more confident speaking socially or small groups such as meetings.

Practice developing these skills in a safe and supportive setting.

31. Presentation Survival School: A great presenter has two unique qualities: appropriate skills and personal confidence. This confidence comes from knowing what you want to say and being comfortable with your communication skills. In this workshop, you will master the skills that will make you a better speaker and presenter.

During this workshop, you will:

Identify ways to gain rapport with your audience

Learn techniques to reduce nervousness and fear

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Recognize how visual aids can create impact and attention

Develop techniques to create a professional presence

Learn some different ways to prepare and organize information

Prepare, practice, and present a short presentation

32. Speaking Under Pressure: This workshop has been designed for those who are in positions where they must speak in front of audiences that are hostile or demanding. This material is also suitable for those who are relatively new speakers who want some encouragement to speak up in meetings or who want some training before they begin making presentations on behalf of the organization.

Speaking under pressure, or thinking on your feet, is based on being able to quickly organize your thoughts and ideas, and then being able to convey them meaningfully to your audience to modify their attitudes or behavior. It applies to formal speeches as well as everyday business situations. It requires presence of mind, goal orientation, adaptation, and judgment. It also requires differentiating between oral and written communications.

This course is aimed at improving your skills and learning some new techniques which will give you the persuasive edge when you are making a presentation, fielding difficult questions, or presenting complex information.

Specific learning objectives include:

Quick and easy preparation methods – whether you have one minute or one week to prepare.

What you can do to prepare for questions before you know what those questions will be.

How you can overcome the nervousness that you may have when speaking in front of a group, particularly if the group is not sympathetic to what you have to say.

Presentation techniques that establish your credibility and get people on your side.

33. Advanced Writing Skills: This is a one-day workshop for those who already are good writers. Our time will be devoted to writing letters of recommendation, of persuasion, of refusal or of action, that reflect current word usage and up-to-date formats. You can also become more skilled at writing business cases, proposals, and reports, and learn a bit more about e-mail etiquette.

This workshop will help you:

Discuss your writing challenges.

Learn how to make your writing clear, concise, and correct.

Improve sentence construction and paragraph development.

Identify some ways to make your writer simpler and easier to read.

Learn about a tool that can determine how readable your work is.

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Develop effective business letters for tough situations.

Discuss e-mail etiquette.

Develop an appropriate writing style and format for your letters, business cases, and reports.

34. Business Writing that Works: Good writing is the memo that gets action, the letter that says what a phone call can’t. In business writing, the language is concrete, the point of view is clear, and the points are well expressed. Good writing is hard work, and even the best writers get discouraged. However, with practice you can feel more confident about your own writing.

This workshop will help you:

To learn the value of good written communication.

To learn how to write and proofread your work so it is clear, concise, complete, and correct.

To provide opportunities to apply these skills in real world situations.

To understand the proper format for memos, reports, and letters.

35. Writing Reports and Proposals: Many people are defeated by the attitude that writing is an awesome task. These people do not trust themselves with the language. They go to the files to see what has been done in the past. To overcome their insecurity, they try to write to impress. They hunt for big words to sound like an authority on the subject. They pad their reports to indicate thoroughness. That is not the path to confident, effective writing.

Our aim is to teach the habits of good writing. With the proper attitude, a respect for how words work together and knowledge of the conventions of usage, your writing can be clear, concise, and easy to read. Trust yourself. Find out what you think, and say what you mean in the simple language you would use with a friend. Make adjustments in your wording until you are sure you are saying what you want to say.

Our objectives for this workshop are:

To learn the value of good written communications.

To develop paragraphs that introduce, connect, develop, and conclude some part of an idea.

To prepare reports and proposals that inform, persuade, and provide information.

To learn how to proofread your work so you are confident it is clear, concise, complete, and correct.

To provide an opportunity to apply these skills in real work applications.

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36. Skills for the Administrative Assistant: Work is not the only thing that matters in life, but most of us want to take pride in what we do. This workshop is about working to the best of your abilities, and encouraging the best in those who work with you or for you.

This workshop will help you:

Understand the importance of professional presence on the job

Learn how to self-manage to become more effective and efficient

Improve your communications skills, including listening, questioning, and being more assertive

Increase your effectiveness in recognizing and managing conflict, and dealing with difficult people

37. Business Etiquette: Fear of embarrassment from doing or saying the wrong thing is one of the most common sources of stress in a business or professional setting. If you have had some awkward moments where you’ve ever had to make small talk with some VIP and had been lost for words, you know just how agonizing such moments can be.

However, what can be even more damaging to your career are those things you aren’t aware of, the social gaffes you aren’t even aware of making. This workshop will reassure you that you can handle most of those socially difficult moments, and perhaps give you that extra edge in areas that you’d never thought of before.

Specific skills we’ll work on include:

Become more skilled at networking, from making introductions to shaking hands and using business cards appropriately.

Be better prepared for both formal and informal meetings, even if you aren’t presenting.

Dress appropriately for every business occasion.

Feel comfortable when dining in business or formal situations.

Feel more confident of your business communication in every situation.

Give you that extra edge that establishes trust and credibility.

38. Building Self-Esteem and Assertiveness: Building your self-esteem is essential for confidence and success, and it all begins with you. Of all the judgments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth, life can be enormously painful.