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Business & Professional Skills
Course Offerings
1-888-997-CARE (2273)
Designed and Delivered by
Davis-Mayo Associates, LLC
AmeriTeach
announces world-class courses and services:
·
Individual, Team & Organizational Effectiveness
·
Management
& Leadership Excellence
·
Customer
Service with Distinction
·
Business &
Professional Success
Our “Business & Professional Skills”
offerings are conducted by exceptional facilitators and coaches who are
mature business people. They blend their own experience in the
realities that business and organizations face today with specialized
knowledge of human and organizational development.
More than a class;
we’re here to facilitate your success.
We welcome the opportunity to tailor courses
to your needs and deliver them at your location or ours.
For more
information, or to schedule an exploratory discussion with
our Managing
Director, call your account executive at 720-346-1710.
INDIVIDUAL,
TEAM and ORGANIZATIONAL EFFECTIVENESS
The Outstanding
Individual Contributor: A Foundation for High Performance
8 Hours
Any
individual contributor will learn, hands down, how to take their
professional ability to another level in human transactions and personal
effectiveness. Designed to be a professionally transforming process,
participants will understand how to stay aware, connected and notably
productive on a daily basis. They will take an in-depth look at three
areas all effective high-performers know how to navigate and be invited
to embrace them in practical ways. They will discover how to be
successful in human interpersonal and organizational transactions and
face squarely where they might be playing a role in any given problem.
Areas of focus include: self-image, self-talk and mindset, developing
personal power, establishing goals that make a difference for them and
their organization, execution, best use of time, working styles,
managing change and transition and dynamics of truly effective
communication.
Teaming: Relating
Skills for Quality & Success
16 Hours
We
offer a proven interpersonal effectiveness model (experienced by nearly
400,000 people in 46 states and 14 countries), resulting in superior
results team members embrace as their own. Participants learn to (1)
stay balanced as a team contributor; (2) regain balance quickly when
stress takes its toll; and (3) recognize stakeholder stress patterns and
how to invite them to regain balance and experience the best and most
productive team experience possible. Our Teaming program,
customized for your organization, teaches team members how to monitor
their personal effectiveness in a team setting. It establishes how
quality communication between team members influences willingness to
invest in a team effort and provides tools to build trust between those
whose work depends on each other. This personal and professional
development program instills behaviors and attitudes that build
alignment and bring out individual strengths. Address real job-specific
dilemmas. Reduce cycle-time. Manage transition. Increase productivity
and job satisfaction. Ideal for supporting the people side of a new
implementation or change initiative. Powerful when teams experience
this process together.
Process Improvement
Workshop: A “Customer-Supplier” Approach
8 Hours
In this
engaging workshop participants learn how to manage a portfolio of
processes and improve a particular process while enlisting the support
of all its stakeholders. “Teach ‘em to fish.” Process owners
(directors, managers and other stakeholders) will be trained to conduct
the process improvement effort themselves, resulting in commitment &
ownership. Participants will leave the session with clarity about what
to do & how to make it doable. Unique to the program is emphasis on
understanding the people side of process improvement to insure success.
Benefits include:
•
Knowing exactly what preparation needs to occur prior to a process
improvement effort;
•
Discovering how to maximize “supplier” inputs and deliver excellence
to process “customers;”
•
Learning how to map a process “as-is” in order to identify its gaps
& critical issues and develop a “should-be” map at the detail necessary
to identify solutions;
•
Identifying key measures of process success;
•
Validating and prioritizing issues and gaps;
•
Determining an action plan to implement the process improvement;
•
Applying an understanding of dynamics of human transactions.
Tools
for reference are provided – workbook/facilitation guide and other aides. Ongoing support is available—an expert will
sit-in or facilitate onsite sessions when complexity dictates.
Change Without
Faltering: Taming Transitions, Reorienting People
8 Hours
This
session is ideal for leaders, managers, supervisors, and HR personnel
who want to be effective change agents in their organization. Learn the
dynamics of change and how to put them into a manageable framework.
Learn predictable response styles to change and transition and how to
manage them. Discover how to ready yourself as a change agent and then
lead individuals and groups through the phases of transition that emerge
from a change initiative. What will it take to retain good people
during the transition? What aspects of the organization need to be
aligned? Who needs to play what role? How should changes be
communicated? Participants receive a tool box with practical tools,
models and guides.
Cross-Functional
Success: Human Transactions in a Complex Organization
8 Hours
Learn how
to enlist the cooperation of people over whom you have no direct
control. What does it take to “get ‘er done” where silos and competing
agendas are common? How do you align stakeholders? Who are they? What
can you do to gain their commitment? This course addresses the people
and process dynamics that need to be mastered in order to maneuver
successfully to achieve your own goals and those of your organization.
Practical. Dynamic. Immediately useful. A tool box will be provided.
Workplace Wellbeing:
Job Satisfaction through Personal & Group Balance
16-24 Hours
The overarching focus of this series of sessions
is personal & professional balance, leading to a more satisfying &
productive work environment for people at all levels. “Workplace
Wellbeing” is designed to address undercurrents that threaten morale and
productivity, such as stress, conflict, trust erosion and root causes of
job dissatisfaction. It is carefully crafted to set the stage for
participants to process the issues and dilemmas that lead to personal
and group imbalance. The facilitator has extensive experience in
leading groups through difficult waters and welcomes the opportunity to
discuss your specific situation.
The plenary sessions with employees are often
accompanied by sessions for supervisors and managers of the group
involved. Taken as a whole, this approach is a potent, honest,
realistic journey to retain or regain a work environment where morale
and motivation underpin productivity. Careful pre-work prepares the way
for buy-in and insures that the sessions are on target.
MANAGEMENT & LEADERSHIP
EXCELLENCE
Management
Foundations: Bringing out the Best in You & Your People
16 Hours
Designed to
be a professionally transforming process for new and tenured managers at
any level, participants assimilate dynamic management understandings and
skills into their on-the-job performance. They will discover their
current management style and its implications. How can it be expanded
in order to be more effective? How can a manager stay balanced and
effectively connected on a daily basis? How can a manager match their
style with the needs of their employees? We will take an in-depth look
at three areas all effective managers know how to navigate and they will
be invited to embrace them in practical ways. They will learn the ropes
about how to manage for the best results in human interpersonal and
organizational transactions. They will learn specifics about what it
means to be persons who are paid more for what their people do than what
they do as individual contributors: managing the business ruthlessly
while leading people with genuine concern. They will identify four
levels of employee discretion and how to unleash the capabilities of
their people while managing risk and cost. Other areas of focus
include: self-image, self-talk and mindset, developing personal power,
goals and best use of time, transition management, communication
dynamics, motivation and morale, planning and controlling. Insightful.
Immediately practical.
Management
Connections: Bringing out the Best across the Organization
16 Hours
This program
builds on the “Management Foundations” program (see
above) and helps managers at any level learn how to take their
management style to the next level of impact by becoming effective
linkages across the organization—in addition to managing their own area
of responsibility. Learn what it takes to build high-performance teams
and align them across functional silos. They will clarify their role in
creating the space for people to be successful: creating a winning game
plan; building effective business relationships; and leading
stakeholders to successful cross-functional outcomes. They learn to
manage both the needs of their own people and the organization broadly.
Project Management:
Bringing out the Best in Project Teams
16 Hours
Project
managers at any level in their career—or those who desire to become PMs—will
learn what it takes to build and manage high-performance teams by
motivating individuals within their project team and others whose
cooperation they need to get their project done well. Blend the
people-side with the process-side of project management. Incorporate
“best use of time” dynamics into your job immediately. They will
discover their current management style and its implications. How can
it be expanded in order to be more effective? How can they match their
style with the needs of people on the team? They will take an in-depth
look at three areas all effective project managers know how to navigate
and be invited to embrace them in practical ways. They will learn
specifics about managing projects ruthlessly while leading people with
genuine concern. Four levels of employee discretion will be discussed
along with how to unleash the capabilities of a project team while
managing risk and cost.
Management Teaming:
Courageous & Credible Leadership
16 Hours
Our
proven interpersonal effectiveness model (validated by the participation
of nearly 400,000 people in 46 states and 14 countries) is applied to
your leadership team’s situational needs. The leadership team will
agree how to monitor personal effectiveness in their team setting. It
will understand and establish how quality communication within the
leadership team members influences willingness of all employees to
invest in the organization’s mission and goals. It provides tools to
build trust between those whose success depends on each other.
Participants will assess their natural leadership tendencies and what
happens if their strengths become overextended. Designed to build
alignment in the organization, courageous, credible leaders will see how
to communicate in a fashion that is congruent with the action desired on
the part of their followers. Learn to build commitment, not merely
compliance. Communication clarification, together with confident
conflict resolution, is addressed.
Unlocking
Organizational Success: A “Whole System” Approach
8-16 hours
The
course objective is to provide a model by which mid- and upper-level
management can assess the extent to which they have a complete, aligned,
and effective organizational architecture. This is a real-world working session
assessing nine critical organizational components and the core around
which they are built—the organization’s vision, goals, and values.
Three trajectories of alignment within the “whole system” are addressed:
(1) alignment of the nine components with the core; (2) alignment of the
nine components with each other; (3) alignment of the personnel at all
levels within the organization or group with the nine components and
core.
This tool is offered as a method for leaders to understand the extent to
which they have the organizational structure in place sufficient to
realize their game plan and achieve continuously improving business
results. It can be readily applied to a Balanced Scorecard, if desired.
Managers will use the results to determine what areas of their
organization require more attention and alignment to achieve business
needs.
Strategic Planning for
Today’s Business Pace
8 Hours
Participants who have responsibility for direction of any organization,
department or unit will see how to match corporate goals with unit
objectives and align the performance of their people in the manner
necessary to achieve the goals. The approach includes accounting for:
who we are (mission and core values); core issues for strategic planning
(competitive factors, external and internal environment factors, key
vulnerabilities, assumptions); organizational capabilities and
resources; and decisioning (history, opportunities, priorities). A tool
set will be provided.
Mentoring & Coaching
8 Hours
Supervisors
and coaches of frontline personnel learn the skills and behaviors all
effective coaches have in common and how to practice them more
effectively. Identify your own coaching style, its strengths and where
you might have opportunity to grow. Assimilate five things all
effective coaches have in common. Discern what it takes to conduct an
effective coaching session. Understand how mentoring is different from
coaching and when to use which approach.
CUSTOMER
SERVICE with DISTINCTION
Frontline Relations:
We Care®
Customer Relations Process
8 Hours
Nearly
400,000 people in 46 states and 14 countries have benefited from this
dynamic program. Its highly effective interpersonal relations model is
based on the premise that understanding how stress affects relating
behaviors is key to exceptional customer service and retention. Our
model, which is easily customized to your situation, builds awareness of
three predictable, easily recognizable response patterns to stress. The
focus is learning to (1) stay balanced as a service giver; (2) regain
balance quickly when stress takes its toll; and (3) recognize customer
stress patterns and invite them to regain balance and experience the
best customer service possible. Then, four key steps to effective
customer interactions are learned and applied within the participants’
own context. The program is called, “We Care” because a
customer’s primary expectation is that a service representative will
care about them while they bring their issues to resolution.
Help Desk Support:
We Care®
Internal Customer Relations Process
8 Hours
Our
uniquely effective interpersonal relations model is applied to the
unique world of help desk support. Based on the premise that
understanding how stress affects relating behaviors is key to
exceptional customer service, the focus is learning to (1) stay balanced
as a service giver; (2) regain balance quickly when stress takes its
toll; and (3) recognize the stress patterns of internal customers and
invite them to regain balance in order to bring an issue to resolution.
Participants will learn how to apply four key steps to effective
customer interactions within the help desk environment. The program is
called “We Care” because the expectation of an internal customer
is that the help desk support person will sincerely care about them
while they bring their issue to resolution. We teach help desk
personnel how to do that consistently.
Coaching for On-the-Job
Development
8 Hours
Participants in the We Care® Customer Service program
will retain and further develop the program's skills, attitudes and
behaviors with reinforcement from managers, supervisors, or other
designated coaches. This program is for the supervisors and coaches of
frontline personnel. Following the Coaching We Care®
program, the organization's culture reflects an undercurrent of
increased skill level and benefits from improved relationships between
employees, and between service givers and customers. Participants
discover their preferred coaching style and how to expand its
effectiveness. They assimilate five things all effective coaches have in
common and see how to conduct coaching sessions that make a real
difference for the employee and organization.
BUSINESS & PROFESSIONAL
SUCCESS
1-DAY
COURSES
8
Hours
Presentations that
Influence
If you need to present to internal stakeholders
and decision-makers or externally in a sales context, conventions or
other venues, this hands-on workshop is designed to instill confidence
and technique. You begin with the foundation: your self-image and
self-talk, your power options and enthusiasm. You’ll move through a
flexible check-list for effective presentations, acquire techniques and
learn how to handle “disasters.” Participants will deliver an actual
presentation and receive feedback from the class and facilitator.
Conflict Resolution:
Removing the High Cost of Dispute
Building on the foundations for understanding
human transactions, participants look at styles people exhibit during
conflict and how to manage the resulting behaviors in themselves and
others. Conflict is addressed both at the personal level and group
level. Participants take an honest, safe look at the role they may be
playing in the conflict. Elements of negotiation are considered
(positional vs. principled negotiation; separating people from the
problem; focusing on interests rather than positions; etc.) Practical
approaches and applications are examined.
Managing Stress at Work & Making it Work for
You
A powerful personal and professional process
inviting balance and transformation. Participants will leave the
session understanding their own personal stress styles and exactly what
they can do to stay balanced longer and recover it more quickly when
they lose it. Participants will also learn how to identify stress
styles in others and exactly what to do to invite them back into
balance. They will understand how to create good days and avoid bad
days by identifying and managing personal and job stressors.
ZIP
COURSES
4 Hours
An organization may elect any combination
of two as a full-day offering.
Facilitating
Effective Meetings: A Bottom-Line Approach
Giving &
Receiving Feedback
Time Management is Self
Management
Cultivating Creativity
Email Effectiveness:
Content, Protocol, Communication Tool
Basic Finance for
Non-Financial People
Negotiation |