Conflict is all around us — at work and at home. It is inevitable because no two people are exactly alike. Conflict can be destructive or constructive, invigorating or draining. To manage conflict more effectively and create a quality environment, people have to be willing to understand why conflict occurs and demonstrate a variety of strategies for dealing with different people.
This highly participative, leader-centered curriculum provides a solid, consistent set of essential skills to engage
and inspire today’s workforce while managing a culture for Service Excellence. Each training module is four hours
of instructor-led education along with pre-work and assignments to transfer the application of the knowledge
to their immediate position. This certification will develop and enhance the effectiveness of both new and
experienced leaders while strengthening the overall leadership team.
You are communicating all the time. In fact, you cannot not communicate. Simply sitting quietly in a chair is communicating something. Not only are you communicating all the time, but you are interacting with different people all the time. And people have unique styles of communicating. In this session, we will look at how we communicate and how to improve your effectiveness.
Michele’s Most Requested Program!
It is believed that your ATTITUDE, not your APTITUDE, determines your ALTITUDE in life. Experience an inspiring program done as a keynote presentation or hands-on program that has delighted audiences throughout the country. By participating in this program, you will discover how influential your attitude is to your happiness, success, and the results you get on the job, in your career, and with other people at work and at home.
How do you help your team do better? Bringing together everyone’s personalities and preference to form a cohesive, productive team takes work, but the payoff can be huge – for individuals, the team and the organization. This process is as unique as your own team. It’s an assessment-based learning experience grounded in the model described in The Five Dysfunctions of a Team, an internationally best-selling leadership fable by Patrick Lencioni. Through this program, participants will learn how, as a team, they score on the key components of the model: trust, conflict, commitment, accountability, and results. Additionally, the program is powered by Everything DiSC®, a model that helps individuals to understand themselves and others better. Using these results, participants will be able to create a better, stronger team.
Leadership is no longer seen as one defining role. It is a dynamic relationship between leaders and followers. This program approaches leadership as a one-to-many relationship as in leading a team, group, project or organization toward desired outcomes.
Successful team members don’t work harder, they work smarter. They do the right thing at the right time. A clear understanding of individual roles, in the process of working together toward a common goal, is the first step to creating high-performance teams.
On-the-job training. Whether you are a full-time, part-time, or occasional trainer, the techniques you use to prepare and deliver the training makes a big impact on how much is actually learned by your participants. This program provides practical tools and techniques for “trainers” to use before, during, and after a learning experience.
STOP. LISTEN. What do you hear? At work you might hear phones ringing, people talking or machines running. At home you may hear parents and children laughing, a baby crying or sounds from the television or stereo system. But wait, there’s more noise! Similar to when you listen to the radio, tune out the static and tune into yourself. Listen to the messages being played and replayed in your mind. Some of the messages are stimulating and encouraging, while others may be stifling and discouraging. In this program, we will teach you how to channel the power within to create the results you desire and give you peace of mind.
This Certification is a train-the-trainer course to teach other people how to successfully conduct training based upon Michele Matt’s best-selling book entitled Attitude: The Choice is Yours and award-winning video training program, Bad Apples: Dealing with Difficult Attitudes.
The foundation of any team’s performance relies upon its ability to get along and get things done! Good communication and appropriate interaction are key ingredients to relationships at work and home, whether it be with a co-worker, customer, team member, or family member.
Change is a fact of life. Job changes, promotions, single parenting, aging parents — today’s common stresses at work and home may leave you feeling helpless, angry, or depressed. You can’t always control change, but you can control your response to it. Stress is a natural part of your personal and work life. Some aspects of it are positive in that the conditions leading to stress often get you to take action when you might not otherwise. However, stress itself may lead to or contribute to a number of problems that make your life more difficult both at home and in the work place.
Are you in sales? Regardless of your position, everyone is in sales. You sell yourself, you sell your ideas, and you sell your company’s brand and products. This customer-focused sales training program is appropriate for face-to-face as well as over-the-phone situations with customers.
Getting your project off to the right start is very important. But, successful project management takes a lot of creative thinking, communicating, and planning. In addition, you’ll need the full cooperation of your project “crew.” We’ll give you an overview of the project planning and management process, plus give you techniques you can use to get your projects started and stay on track.
If organizations and individuals don’t know where they are going, they’ll probably end up somewhere else. Strategic planning is a process that brings the guiding leaders together to learn from the past and assess current situations to plan for future success. During this preview of the process, participants learn about the players, the steps, and components involved in a strategic planning process.
Too much to do and not enough time to get it all done? Basic to managing individual and organizational performance, setting priorities and managing time effectively is key. This program develops a strategy designed to address individual needs for meeting the daily challenge of managing professional and personal responsibilities.
Research has determined the first day of employment for a new employee is a significant emotional experience that contributes to his/her confidence, sense of belonging and overall success in the job. New employees need to feel welcomed, valued and important.
Successful orientation practices focus on the first 90 days of employment, not just the first day of filling out paperwork. Making sure your orientation process is a positive and productive experience is imperative to motivate and retain your employees.
Are you working with, serving, or even living with someone who has a bad attitude? Like the cliché “One bad apple spoils the whole bunch”, one person with a bad attitude can have a negative impact on the entire team! Just being around someone who complains, whines, or just doesn’t do or say anything can cause people to feel frustrated, angry, or even helpless. In fact, studies show that 68% of people (employees and customers) quit or leave a company because of one employee’s bad attitude. Bad attitudes in the workplace can deteriorate morale, lower productivity, and increase costs. It doesn’t take much for a co-worker, manager, or customer to feel the negative effects from someone with a bad attitude.
7 out of 10 employees are either disengaged or actively disengaged and pose the biggest threats to your business. This insightful series instills a mutual understanding, respect and commitment between managers and employees to do what matters most to helping the company succeed.
If Disney creates “Magical Moments” for its guests, why can’t organizations create “Golden Moments” for its customers? Organizations can’t impress its customers. It’s all in the hands of their employees. This series inspires leaders and employees to create a comprehensive culture of service.
Building a world-class service culture is the only way to own the powerful competitive advantage you need in today’s healthcare marketplace. A crucial measure of your hospital’s patient satisfaction standing — and your bottom line — is measured by improved HCAHPS scores. Improving those scores and making you a Hospital of Choice is our mission. Becoming a Hospital of Choice is not easy. Creating a healthcare service culture requires leadership, team effort, and accountability. Through a partnership with Custom Learning Systems, we facilitate an organization-wide process to make significant gains in patient satisfaction, employee empowerment, engagement, and morale.
A business can’t provide customer service…it’s all in the hands of each employee. If your employees don’t take
care of your customers, they will find someone else who will meet and even exceed their expectations. This series
makes a commitment to enhancing a business’ most important relationship…your customers!!
What do Jack Nicklaus and Jack Welch, Tiger Woods and Bill Gates have in common? Maybe more than you might think. This is not a typical look at leadership nor of golf. Rather, it is a unique program designed to help both leaders and golfers manage P.A.R. – that is, People, Attitude, and Resources.
Regardless of the industry or department, we must be sure our employees know what to do and how to do it. They also need feedback on how well they are performing their responsibilities. Communicating effectively, coaching an employee who is off-track, appraising an employee’s performance, and terminating an employee are not easy tasks. They call for judgment, tact, and skill.
The supervisory position is one of the most critical roles in your company since it involves the supervision of individuals in day-to-day operations. The combination of your technical specialty and your leadership ability is vital for your team or department to function effectively.