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COMPETENCY
Behavioral Indicators
Analytical Thinking
• Notice discrepancies and inconsistencies in available information • Identify a set of features, parameters or considerations to take into
account in analyzing a situation or making a decision
• Weigh the costs, benefits, risks, implications, and chances for success, when making a decision
Change Leadership
• Recognize the potential benefits of change
• Recognize and manage the challenges that can accompany change • Encourage others to value change
Forward Thinking
• Anticipate possible problems and develop contingency plans in advance • Notice trends and develop plans to prepare for opportunities or problems • Anticipate the consequences of situations and plan accordingly
Planning and Organizing
• Anticipate and prepare for upcoming events ensuring adequate resources are available
• Put things in a sequential and/or logical order in preparation for accomplishing a goal
• Provide/develop appropriate documentation to track progress of a project Start building a solid foundation for your project management knowledge, concepts, and tools during this hands-on project-based workshop.
As the business world grows and resources become more competitive within organizations, you will discover the necessity to continually learn how to manage increasing number of projects. In today’s market and economical time, organizations require people to be managers with little-to-no supervision. The skills of a trained project manager are invaluable to people and organizations around the world.
This profession and industry has become a critical skill set and competency for every organization desiring to grow or seize the next available opportunity. Why not make yourself invaluable to your organization?
You’ll return to work with the knowledge and tools you need to get your projects started right and completed successfully.
Learning Objectives:
• Ensure that your projects are set-up for success from the start • Learn the basic documentation requirements
• Understand the role of the project manager, project team members, shareholders, management, and project sponsor
• Learn how to clearly define a project
• Create a project plan including realistic scope, schedules, budgets, and risks • Learn how to effectively control project progress
• Demonstrate the power of closure
• Gain the respect of your project team and build credibility with top management
Project Management (Introduction to)
2- or 3-day course
Upon completion, a participant should be able to:
WHO SHOULD ATTEND: Individuals who are new to project management, professionals for whom project management is a secondary part of their jobs, business analysts, subject-matter experts from any field who contribute to projects, managers responsible for projects and project managers desiring to review and refresh project management tools, techniques, and processes.
This workshop is designed to help employees improve their public speaking skills in a supportive and non- threatening environment.
As a result of this workshop, students will learn HOW TO: deal with nervousness about speaking in public; improve their presentations skills; prepare the best introduction for their audiences; fine tune their messages; deal with difficult questions; and develop a positive outlook for their next public speaking opportunities. This is an interactive workshop.
Learning Objectives:
• Dealing with nervousness about speaking in public • Improving presentations skills
• Preparing the best introduction for each audience • Fine tuning messages
• Dealing with difficult questions
• Developing a positive outlook for upcoming speeches
Public Speaking
1-day course
WHO SHOULD ATTEND: Anyone who has to speak in public. Upon completion, a participant should be able to:
COMPETENCY
Behavioral Indicators
Communication
• Share ideas and information with others who might find them useful • Ensure that important information from management is shared with
employees and others as appropriate
Influencing Others
• Present arguments that address others’ most important concerns and issues and look for win-win solutions • Involve others in a process or decision to ensure their supportCOMPETENCY
Behavioral Indicators
Customer Focus
• Solve customer problems quickly and effectively • Discover and meet underlying needs of customers • Find ways to measure and track customer satisfaction • Present a positive manner with customers
Customer service has become the most important leadership skill in today’s workplace. An increasingly demanding public with divergent cultural backgrounds and languages requires leadership and communication tools to achieve high quality customer service performance.
This dynamic one-day session provides those tools. Participants will learn to communicate and build trust in a way that will overcome preconceived notions about customers of differing backgrounds. It explores key differences between public and private sector customer service, the nature of quality, and 7 key elements to ensure quality customer service, whether by phone, email, or in person. Communication tools to build trust and relationship as well as to work with difficult customers are learned and practiced.
WHO SHOULD ATTEND: Anyone providing customer service. Upon completion, a participant should be able to:
Learning Objectives:
• Gain an appreciation of customer service as a leadership skill
• Understand the nature of quality and how it is impacted by good and bad behaviors • Identify the basic differences between public and private sector customer service • Work with the 7 key elements of quality customer service
• Discover how to build trust into both internal and external customer service relationships, including ways to overcome cultural bias and judgmental behaviors
• Learn and practice proven communication tools to strategically gather and manage critical information, whether by phone, in person, or by email
• Apply techniques and tips to defuse customers with difficult behaviors
TRAINING CENTER | Register online for courses at www.cpshr.us TRAINING CENTER | Register online for courses at www.cpshr.us