WCD Lunch and Learn Leadership Series Time Management Overview At the end of the day do you feel like you've been busy but haven't accomplished anything? Would having more hours in the day solve the problem? Successful people are not necessarily the smartest or those who work the hardest. They simply know how to manage their time well. Identify your time management style, learn practical steps to effective time management, and begin to get things done immediately! Upon attending this seminar, participants will be able to:    

Identify how they are currently spending their time How to set goals and work strategically How to optimize tasks and avoid time wasters Make the most of idle moments

Who Should Attend: All business professionals who want greater control of their time, management style and life.

Performance Reviews and Corrective Action Overview Corrective action is not necessary disciplinary action. It is important that the leaders in an organization understand that discipline may not be the best answer to bring their organization back on track. But if an effective performance process is put into place and utilized, discipline may never be necessary. Upon attending this seminar, participants will be able to:     

Develop an effective performance process and tools to manage it Determine the benefit of taking prompt action Define when action is necessary and what action is appropriate Develop a plan to replace disciplinary action with a plan to improve Understand when coaching may be necessary

Who Should Attend: Newly promoted supervisors, managers, team leaders and business professionals at all levels. Page 1 of 16

WCD Lunch and Learn Leadership Series

Communicating With Confidence Overview Speaking is not always defined in terms of giving a speech. Speaking is frequently a conversation over the water cooler or over pizza at lunch. Even though we can speak, it is not necessarily true that we can communicate. Even if we can communicate we may not always communicate what we had hoped to communicate. The tools that are used by the great speakers can be learned. These techniques can be applied to presentations given to a roomful of strangers or a conversation with an employee or friend. For example, “knowing your audience” is essential to all conversations. Effective speaking is essential to effective leadership. Upon attending this seminar, participants will be able to:   

Determine the best method for delivery of their ideas and thoughts Apply proven techniques for relaxation and overcoming tension Prepare and deliver thoughts to motivate others to action

Who Should Attend: This seminar is designed for all employees who want to use effective communication and relationship management for everyday interactions. Team Building Overview The definition of a “team” today is no longer just a group of employees who can work effectively within the company, but a group with synergy who can move the company forward. The team is a diverse group of individuals inside and outside the company. Many companies include vendors and customers in their definition of the team. Highly effective use of interpersonal skills, communications, organizational effectiveness, and principle-centered leadership are necessary to play first-string and win the game. Upon attending this seminar, participants will be able to:    

Define tasks and outcomes necessary to achieve team goals Work in a team environment to make decisions Facilitate team interaction Apply necessary skills within and outside of the team environment

Who Should Attend: New managers, supervisors, team leaders and business professionals.

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WCD Lunch and Learn Leadership Series

Creative Thinking Overview Today’s strategies require those in leadership positions to think “outside the box”. There are many tools and techniques that people in organizations can use to increase their creative capacity and to apply these creative resources to the world of business. Upon attending this seminar, participants will be able to:      

Identify individual and organizational opportunities for creativity Choose from among options for overcoming blocks to creativity Analyze situations that require creative thinking Be more creative in problem-solving and decision making roles Implement the products of the creative process Use various tools for enhancing creativity skills

Who Should Attend: Managers, team leaders, directors, project managers, supervisors and staff in all organizations — and anyone who has influence over the creation and implementation of new products, services and processes. Business Writing Overview Effective business writing techniques actually begin before the first keystrokes needed to produce the document. This workshop challenges you to spend more time planning and revising documents and less time actually writing. You’ll learn some powerful techniques needed to analyze your purpose and your audience, organize the content of your message, then write quickly without editing, and finally revise and proofread. You will learn to develop a process for clear and effective business writing by focusing on clear organization and revising and proofreading your messages. After attending this seminar, you will be able to:     

Replace old attitudes about writing Change your writing approach from school-based to business-based Examine your readership and reasons for writing Apply a three-step organizing procedure Write a lightning-fast draft

Who Should Attend: Professionals in business, industry, and government, both employees and managers, who want to improve their ability to write letters, memorandums, and e-mails.

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WCD Lunch and Learn Leadership Series

Problem Solving Overview With the increasing emphasis on initiative in the workplace, it's essential that today’s leaders know how to recognize, define, and analyze problems and then help others develop workable solutions to correct them. This session will help begin the process of developing skills to recognize, define, analyze, and solve problems in the workplace. Upon attending this seminar, participants will be able to:    

Evaluate your own problem-solving strengths and weaknesses Use problem-solving skills to identify and resolve work-related problems Improve your job performance Track the steps you need to solve work-related problems

Who Should Attend: Managers, supervisors, team leaders and executives looking to improve their problem-solving skills.

Emotional Intelligence Overview Many companies have found Emotional Intelligence (EI) to be one of the areas of major improvement that will positively impact the bottom line. EI is an important aspect of defining the ability to deal with emotional behavior. A leader must be aware of their own Emotional Quotient in order to react properly to Emotional Behavior in others. Leaders who know the best methods for dealing with positive and negative emotions can create an environment of productivity rather than one of distrust and conflict. Upon attending this seminar, participants will be able to:    

Define their own emotional quotient Determine which emotions are beneficial at work and which are harmful Define the difference between emotions and behavior Deal with difficult situations

Who Should Attend: Attendees should include individuals looking for a better way to deal with conflict, difficult people, and uneasy situations that frequently result from “emotional hijacking.” The course +will provide tools and techniques necessary for dealing with the uneasiness, stress, and pressure that result from working with others.

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WCD Lunch and Learn Leadership Series

The ABC’s of Managing Any Project Overview The Project Management Institute defines a project as “A temporary endeavor undertaken to create a unique product or service.” The problem most companies have is that the project doesn’t end up temporary and frequently exceeds expectations, at least as far as the time required to complete the project is concerned. This workshop will help you grasp the “ABC’s” of developing, managing, and implementing a successful project. Upon attending this seminar, participants will gain a solid understanding of the 5 main activities:     

Initiation Planning Execution Monitoring Closure

Who Should Attend: Attendees should include anyone who takes an active role as a resource on a project. The course is not designed to assist a Project Manager, but it is meant to address the need for a better understanding by those participants in a project endeavor. Making Meetings Count! Overview Effective leaders run effective meetings. Did you know that one of the biggest time wasters in corporate America is in the board room? In this session, you will leave with a better understanding of:      

Effective time management skills specific to conducting meetings The importance of planned agendas How to involve your participants Why agendas are critical Facilitating discussions and running successful meetings Presenting effective materials (when and why do we use visual aids)

Who Should Attend: Managers, supervisors, team leaders, facilitators and executives who want to learn how to conduct effective meetings.

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WCD Lunch and Learn Leadership Series

Coaching For High Performance Overview Providing employees with positive and constructive feedback on an on-going/continual basis is critical to job performance improvements. Learn how to give feedback that is:    

Timely Constructive Actionable Measurable

Using your own workplace situations as case studies, class participants will practice the art of giving and receiving feedback as a way of coaching employees into performing at their best. Who Should Attend: All levels of management, supervisors, project or team leaders, and human resources professionals.

Business Protocol and Professionalism Overview Etiquette and protocol intelligence is a valuable business tool. You can gain the confidence necessary to help you create stronger business relationships, develop and maintain business, and to distinguish yourself from the competition. In this entertaining seminar you will learn:      

Electronic etiquette How to mingle How to remember names How to make great first impressions Business card protocol Proper introductions

Who Should Attend: All employees at all levels of an organization.

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WCD Lunch and Learn Leadership Series

How to Hire the Right People the First Time Overview A great leader said “It isn’t who you fire that makes your life miserable, it’s who you hire”. Recruiting and training takes time. Turnover in organizations has an immediate impact on the bottom-line. Learning to make sound hiring decisions that has less to do with “gut” instinct and more to do with having meaningful dialogue with applicants can have immediate positive results. Behavioral Interviewing teaches us to understand that “past behaviors predict future behaviors”. Learning to value collective intelligence by developing interview teams for open positions, ask the right questions of your candidates, and improve your listening skills are just a part of this session. Who Should Attend: Business professionals with two years or less of experience in hiring employees, including HR assistants, managers and employment managers and HR specialists and non-practitioners involved in the hiring process. Exceptional Customer Service Overview All organizations are driving toward how best to serve the people who purchase their products and services. Whether they are called clients, customers, constituents, or guests, they must be satisfied or risk being lost. This workshop outlines proven principles and processes for helping you deliver on the promise of exceptional customer service. In this dynamic 2 or 4-hour seminar, you will learn:      

Back To The Basics Of Good Customer Service How To Introduce Yourself And Others Appropriate Body Language Unprofessional Impressions Telephone Etiquette: Every Call Means Business The Name Game

Who Should Attend: Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, as well as managers, or supervisors who want to reinforce their skills and train their staff.

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WCD Lunch and Learn Leadership Series

Delegating for Results Overview While most leaders understand the need to delegate, they are often hesitant to invest the time and effort up front. Learn skills for successfully matching people, responsibility, and authority to allow growth for individuals, groups, and the organization.   

Delegation: What & Why? Learning to Use Levels of Authority Teaching Others Problem-Solving Techniques

Who Should Attend: All levels of management, supervisors, project or team/group leaders, and human resources professionals.

Building an Environment of Trust Overview Trust is a big issue in today's business world. Trust and support are paramount to every business success. Because of the crucial link between trust and business success, leaders must realize the power of trust as a business tool. Learn how to create a community of trust in the workplace.   

Perform a Trust Audit Identify Behaviors that build trust Learn strategies on how to regain trust

Who Should Attend: All employees at all levels of an organization.

Influential Leadership Overview Influential leaders understand how to create an atmosphere where even the most skeptical coworkers and partners commit to the organization’s vision. Learn influencing strategies to motivate others beyond typical expectations.    

Define Influential Leadership Create a compelling vision Give clear, authentic and coherent communication Learn stress managing and conflict resolution techniques

Who Should Attend: All levels of management, supervisors, executives, project or team/group leaders, and human resources professionals.

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WCD Lunch and Learn Leadership Series

Decision Making Overview Decision making gives training participants the tools and the skills to develop strategies to make better, informative decisions. Successful outcomes depend on how one makes decisions, the process being as important as the result. Participants discover current decision-making patterns and learn how to broaden their repertoire. Who Should Attend: All employees at all levels of an organization. Effective Negotiation Overview This hands-on seminar gives an overview of effective negotiation—from establishing and mastering persuasion techniques to identifying the communication styles of effective negotiators. Learn how to break deadlocks…negotiate as part of a team…and recognize and use leverage. Who Should Attend: Managers, supervisors, team leaders, facilitators and executives who want to learn how to negotiate effectively. Internal Customer Service Overview In this module, participants explore the challenges of delivering an experience with internal customers and the way to add value to every type of customer interaction: onetime or long term, routine or unique, face-to-face or on the telephone. Participants plan how to meet the five criteria by which customers judge service: respect and caring, timeliness, reliability, accuracy, and flexibility. Participants plan what they can do to improve their performance in these areas. In so doing, they gain an appreciation of their own strategic importance and an understanding of where to focus their efforts to become more effective service providers. Who Should Attend: All employees at all levels of an organization.

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WCD Lunch and Learn Leadership Series

Enhancing Your Teams Performance Overview This module addresses the basics of success in the workplace: creating working relationships, enhancing communications and involvement among employees. Also, this module takes a close look at key team behaviors, thinking of the big picture, extending a hand, appreciating others, and making one’s needs known. Who Should Attend: All employees at all levels of an organization.

Conflict Resolution Overview Conflict Resolution equips you with the strategies, tactics and insights you need to gain control of tough conflict situations. You will discover how to spot potential interpersonal conflicts—and defuse them before they flare up. Understand how, when, where and why to apply conflict-resolution methods and develop the insight and intuition you need to make them work. This course will give the skills to transform conflict into a positive, productive force by applying the proven techniques of principled negotiation.    

Identify Types of Conflict Understand the Consequences of Conflict Be Able to Resolve Conflicts in the Workplace Learn Tips for When Resolution Doesn't Work

Who Should Attend: All employees at all levels of an organization. Email Etiquette (Netiquette) Overview Email Etiquette or "Netiquette," is the name given to a code of behavior for people who send and receive email messages. Netiquette covers both common courtesy online and the unofficial rules of communicating through e-mail. No longer is e-mail an informal means of communication. Netiquette is important to formalize your electronic mail in your communications. Who Should Attend: All employees at all levels of an organization.

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WCD Lunch and Learn Leadership Series

How to Communicate with Professionalism and Diplomacy Overview This four hour session will help participants learn how to handle touchy topics, problem people and sticky situations with finesse and skill. Participants will also learn the communication skills that are critical to maintaining an open dialog with their peers. The following topics will be covered:    

Communicating under pressure Secrets to getting the information you want How to manage conflicts and prevent communication problems Getting people to buy into your ideas

Who Should Attend: Managers, team leaders, directors, supervisors and staff in all levels of an organization. Coaching: Bringing Out the Best in Others Overview Effective coaching aims to maximize the performance of everyone associated with an organization – employees, managers, customers, and suppliers. By applying coaching skills in the workplace, employees can motivate, guide, and support one another in working toward and achieving top performance. These skills will help you recognize daily opportunities to coach people you work with and provide you with the coaching skills you need to bring out the best in everyone. Learning Objectives  Describe the role of a coach.  Explain why everyone in the organization needs to be a coach.  Describe how coaching can benefit yourself, others, and the organization.  Identify behaviors that help foster a supportive coaching environment.  Demonstrate a variety of asking and listening techniques to coach others formally  and informally.  Use the Key Action to conduct a coaching session. Who Should Attend: Executive and Exempt level employees.

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WCD Lunch and Learn Leadership Series

Proactive Listening Overview In today’s business environment, intense competition and rapid change have dramatically expanded the need for information. In the past, people had to know how to do their jobs, but now people need a picture of the business as a whole. That means having information about external influences and about the work of other functions. Proactive listening helps meet this need. It is also a powerful tool for building and maintaining strong relationships required to reach personal organizational goals. Learning Objectives  Identify situations in which good listening can make the difference between success and failure.  List typical barriers to effective listening.  Use the Key Actions to listen proactively.  List specific techniques to deal with communication styles you find challenging.  Identify steps individuals can take to reinforce proactive listening.

Who Should Attend: Executive, Exempt, and non-exempt level employees. Correcting Performance Problems Overview This course provides modeling and practice in how to hold discussions with employees about unacceptable performance. It focuses on discussions that are necessary after less formal feedback and coaching have failed to result in a turnaround. The course provides a process that leaders can use to get an individual’s performance back on track and to build motivation for continual improvement. Learning Objectives  Recognize why leaders delay correcting poor performance and what the costs are of delaying action.  Identify performance situations in which to take action.  Explain how thorough preparation lays the groundwork for a constructive discussion about performance and describe what goes into thorough preparation.  Successfully use the Key Actions to conduct a discussion about the need to improve performance. Who Should Attend: Executive and Exempt level employees.

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WCD Lunch and Learn Leadership Series

Gaining Commitment to Preset Goals Overview Even in today’s more collaborative workplace, there are times when an organization must assign preset goals to people who have had little or nor say in developing them. This course offers leaders a process for helping people commit to such goals. Learning Objectives  Describe why present goals are necessary.  Explain why it is essential to involve the work group or team in planning how to accomplish preset goals.  Anticipate and plan for possible reactions to preset goals.  Understand the need for ongoing support until goals are met.  Successfully use the Key Actions to conduct a meeting to introduce and gain commitment to preset goals. Who Should Attend: Executive, Exempt, and non-exempt level employee. Expressing Yourself: Presenting Your Thoughts and Ideas Overview This unit helps participants overcome their fear of voicing their ideas so they can work toward solving common problems and reaching common goals. Learning Objectives  Describe the three critical elements of speaking.  Explain the importance of considering listeners’ needs when planning to speak.  Understand the need for formulating a clear, concise statement of the objective.  Demonstrate a variety of delivery techniques.  Use the Key Actions to structure and deliver a formal or informal presentation Who Should Attend: Executive, Exempt, and non-exempt level employees.

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WCD Lunch and Learn Leadership Series

Managing Your Priorities Overview The activities in this unit provide the awareness and skills participants need to make better decisions about their daily work. Participants learn techniques that help them deal with complex interpersonal interactions, build strong work relationships, and increase their overall productivity, even in an environment where changing priorities are a daily reality. Learning Objectives  Explain why the ability to manage competing priorities is an important skill in  today’s workplace.  Review priorities as the basis for communicating clearly with others about what must be done to meet important goals.  Handle interruptions and requests for help in ways that build or maintain good working relationships.  Clarify expectations for tasks that are needed.  Analyze your own needs and work with others to identify ways to handle competing priorities.  Decide when to delegate or hand off tasks and how to do this effectively. Who Should Attend: Executive, Exempt, and non-exempt level employees. Giving and Receiving Constructive Feedback Overview This unit builds skill in delivering objective, honest feedback in a coherent fashion that will make the feedback relevant and useful to employees. Learning Objectives  Define constructive feedback.  Explain why everyone in the organization needs to be able to give and receive constructive feedback in a spirit of openness and mutual respect.  Use the Key Actions to give constructive feedback.  Use various techniques for receiving constructive feedback. Who Should Attend: Executive and Exempt level employees.

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WCD Lunch and Learn Leadership Series

Giving Recognition Overview In this unit, participants learn to acknowledge efforts and results in meaningful and appropriate ways. They discover that recognition is a powerful tool everyone can use to build better working relationships and to encourage others. Learning Objectives  Explain the impact of recognition on individual and organizational success, especially in cross-functional environment.  Identify reasons why people are reluctant to give recognition.  Identify behaviors that reinforce people’s efforts to reach organizational goals and objectives.  Use the Key Actions effectively to recognize people at all levels of the organization.  Plan for effectively recognizing the efforts of others to sustain and encourage your performance. Who Should Attend: Executive and Exempt level employees. Valuing Differences (diversity) Overview Trends in U.S.Census statistics reveal that our country and our state are becoming culturally and ethnically more diverse. Diversity is not just about different ethnic origins; it is about physical characteristics, cultural and intellectual backgrounds, beliefs, and the many other ways in which people are different from each other. Learn how to recognize, accept, and value each employee's uniqueness in the workplace. Define what diversity means, Understanding the impact of different types of people in the workplace, Identify the problems with the definitions of diversity that have been used in the workplace, Learn how to increase employees self-esteem, understanding, and appreciation of others. Who Should Attend: All employees at all levels of an organization.

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WCD Lunch and Learn Leadership Series

Taking Initiative Overview By allowing employees to take the initiative in personal issues, problem solving and job enhancement, it makes their jobs more interesting, motivating, and rewarding. This makes them more valuable to the group or organization and helps their group or organization become more productive and successful. It gives them the opportunity to take responsibility for their own success in multiple aspects of their work life. Who Should Attend: All employees at all levels of an organization.

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