Management / Supervisory Skills Courses

For pricing information contact Rena Hannaford at 978-808-0116 or e-mail rhannaford@workterrain.com.

Train The Trainer  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    present material in a clear and concise manner that will enhance learning and improve productivity
•    ask questions to evaluate if the trainee understands the skills being taught and retrain if necessary
•    provide constructive feedback to motivate learners and enhance skill development
•    practice training an employee on the jog using a prepared check sheet and job aids

Interviewing Skills Course Duration: 6 hrs (2 one-half days or 1 full day) Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the consequences of good and bad hiring decisions
•    apply behavioral interviewing techniques in order to make a good hiring decision
•    formulate a plan of action to move forward and hire the best people

Goal Setting Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    set clear, concise, attainable goals for themselves and others
•    have the ability to work with and delegate team goals
•    keep themselves and others on track in attaining goals timely

Performance Management - The Performance Review and Discipline Documentation  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand why the performance review is an integral tool in your "tool box"
•    gain an understanding and skills necessary to accurately complete and effectively conduct performance reviews
•    understand how labor laws are relevant to your role as a manager in the discipline and documentation process
•    gains skills in effective documentation for a more productive and fulfilling workplace

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Employment Law For Managers  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the basics of state and federal employment law -- what every manager and supervisor should know
•    apply the knowledge of employers obligations to day-to-day management responsibilities
•    respond to employees when a relevant question is asked

Workplace Motivation  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    increase team members' engagement and commitment
•    identify which retention factors motivate each team member
•    identify motivational techniques to enhance workplace productivity

Effective Delegation  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the importance of effective delegation
•    use delegation as a powerful motivational tool
•    use delegation to improve team members' skills
•    establish each team member's responsibility and authority for a delegated task
•    regularly monitor progress through feedback and review

Solving Workplace Problems Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    write problems statements that clearly define problems encountered in work situations
•    assess the contexts of problems and solution opportunities
•    involve team members in evaluating root causes and possible solutions
•    follow an orderly, step-by-step problem-solving process

Time Management  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand and practice the 15 best tips for managing time effectively
•    effectively manage time and accomplish all required tasks
•    get rid of big "time-wasters"
•    effectively utilize time management tools

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Achieving Communication Effectiveness  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand impact of different behavioral styles with one-on-one and team interactions
•    recognize styles of others and practice giving and receiving feedback
•    adapt their style to the diverse styles of others
•    develop strategies to increase effectiveness of interacting with others through action planning

Leading Transition / Managing Change  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    actively engage managers/supervisors in managing and supporting change
•    understand and interpret change and the impact on team members
•    assist team members as they adjust to change by understanding and utilizing 3 phases of transition process -- endings, neutral zone, and new beginnings

Managing Conflict  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the impact that conflict styles have on other people
•    recognize how employees handle conflict differently from themselves
•    know the key steps leaders must follow to create a respectful workplace
•    identify and reduce the opposition and resistance of their employees
•    use new learning to develop strategies for managing conflict and respect

Developing and Coaching Others  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    increase the skills and capabilities of team members
•    effectively handle coaching moments so that team leaders make learning decisions themselves
•    maximize the on-the-job behavior change that results from a training and development intervention
•    develop a work environment of growth and development

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Essential Skills of Leadership Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    recognize difference between being a leader or a manager
•    base discussions about performance and work habits on team members' behavior rather than on personalities or attitudes
•    involve team members in goal-setting, solving problems, and making decisions

Emotional Intelligence For Managers / Supervisors  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    gain greater awareness of why emotional intelligence is important in the workplace
•    identify key behaviors of effective workplace emotional intelligence
•    prepare a Personal Action Plan for enhancing one's demonstration of workplace emotional intelligence

Providing Performance Feedback  Course Duration: 4 hrs Maximum Class Size: 20 Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    base assessments on facts and behavior
•    assess performance
•    use positive feedback to motivate team members
•    gain team member participation in assessment
•    gain team member agreement with assessment
•    gain team member commitment to the change needed to improve performance

Essential Skills of Leadership Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    deal with team members on a day-to-day basis in such a way as to maintain and enhance their self-esteem
•    base discussions about performance and work habits on team members' behavior rather than on personalities or attitudes
•    involve team members in goal-setting, solving problems, and making decisions

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New Managers Leadership Program  Course Duration: 3 days Maximum Class Size: 35 Target Population: First-level managers/recently promoted. Behavioral Objectives: Attendees will learn how to identify "ideal" leadership qualities, conduct self-assessment, identify good managerial qualities, and develop new skills to improve leadership/management style.

Essentials Skills of Communicating  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    see that communication is a two-way process
•    construct clear, concise messages in the interest of the receiver
•    manage nonverbal behaviors to reinforce the intent of your message
•    listen actively to improve communication
•    create a climate of open communication that increases team members' motivation and commitment

Coaching Job Skills  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the special nature of coaching; a one-on-one activity that involves showing a team member how to perform a task
•    distinguish between performance problems that require coaching and those that can best be handled by clearer instructions or by other means
•    understand the importance of observation and analysis before coaching a team member, since coaching like all effective training activities, must be well thought out and carefully planned
•    involve team member in the coaching process by asking questions and encouraging feedback
•    create a climate of open communication that increases team members' motivation and commitment

Improving Work Habits  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    distinguish between job performance and work habits
•    understand the importance  of dealing with unsatisfactory work habits early, before they require disciplinary action
•    explain clearly and specifically to a team member the nature of his/her unsatisfactory work habits, focusing on behavior rather than personality or attitude
•    involve team member in the process of correcting the unsatisfactory behavior through an interactive process that maintains the team members' self-esteem
•    increase team member accountability by getting team member commitment to a clear plan of action and by reviewing progress regularly

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Planning For The Future  Course Duration: 2 days Maximum Class Size: 40. Target Population: Executive directors of nonprofits and/or division leaders in government. Behavioral Objectives: Attendees will learn how to conceptualize and plan a strategic planning process, identify and convene stakeholders, facilitate and evaluate the process.

Delegating  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the importance of effective delegation as well as the problems associated with the lack of delegating or delegating poorly
•    communicate both the need for and the "why" of every delegated assignment and task
•    use delegation as a powerful motivational tool to improve team members' skills
•    encourage team member participation and involvement through proper delegating methods
•    establish a team member's responsibility and authority for a delegated task
•    regularly monitor progress through feedback and review

Managing Complaints  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand why all team members complaints must be dealt with rather than ignored or dismissed
•    be more sensitive to all the problems -- major or trivial, real or imagined -- that can lie behind complaints
•    understand techniques used to determine underlying problems, which are not always the same as those the team member thinks are responsible for his/her difficulties
•    use various techniques to solve such problems while maintaining a positive relationship with the team member

Resolving Conflicts  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    distinguish between the two majors sources of team member conflicts: personality clashes and work structure problems
•    be aware of the positive and negative impacts of conflicts
•    accept conflict as an inevitable part of all work situations, one that must be dealt with, not ignored
•    establish a cooperative atmosphere to resolve conflicts when they arise
•    help individuals involved on conflicts understand each others' point of view
•    lead them to agree on the facts and a solution

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Developing Performance Goals and Standards  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    define goals, objectives, and performance standards
•    identify and set performance standards that are specific, measurable,  attainable, results-oriented, and time-framed, using concrete active language
•    establish time limits for all performance standards
•    involve team members in creating their own individual performance standards
•    negotiate with team members to develop effective S.M.A.R.T. - based performance standards
•    monitoring  team members progress towards their goals by holding individual review meetings

Providing Performance Feedback  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    bases assessments on facts and behavior
•    assess performance
•    use positive performance feedback to encourage self-motivation of team members
•    gain team members participation in assessment
•    gain team members agreement with assessment
•    gain team members commitment to the change needed to improve the performance

Supporting Change  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand and interpret change and the impact on team members
•    view change and the anxiety it can cause team members as natural and inevitable
•    assist team members as they adjust to change
•    involve team members in the process of change
•    help team members make the change
•    follow up on initial meeting to make sure adjustment to the change is going as planned

Effective Discipline  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced. Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    use techniques of effective discipline to eliminate problem behavior
•    communicate in terms of behavior rather than perception of opinions
•    recognize the importance of team member participation in defining the problems and their solutions
•    manage the discussion to diminish defensiveness and focus on solutions
•    issue appropriate warning consistent with the organization's policies
•    review performance to make sure the problem is solved

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Communicating Up  Course Duration: 1.5 - 2 hrs Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the importance of framing all communication with your manager in terms of his/her self-interest
•    link clearly your objective with facts that support plans and goals
•    move conversations toward agreement using questions that focus on benefits to be gained when our objective is reached
•    restate clearly and concisely the decisions that result from communicating with the manager and insure that those decisions are mutually understood

Understanding Basic Styles For Managers  Course Duration: 2 hrs includes DISC Assessment Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    recognize a person's behavioral style and how to interact appropriately
•    understand behavioral styles and recognize different behavior patterns
•    develop adaptive skills that increase their ability to communicate successfully with others

Managing Performance Discussions  Course Duration: 1 hr Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    have a discussion with an employee when performance needs to improve
•    review key communication skills as well as step-by-step outline for conducting the discussion in a way that respects the individual, and encourages taking responsibility for improving performance

Behavioral Interviewing  Course Duration: 1 hr Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    review the interviewing process to be more effective
•    ask the right questions to better discover if the candidate is the right person for the job

Coaching  Course Duration: 1 hr Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    identify and practice five keys to coaching success and learn several important coaching tips
•    review coaching skills and when to use them

Coaching For Sales Managers  Course Duration: 1 hr Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    identify and practice five keys to sales coaching success
•    use practical sales coaching skills and how to apply them through exercises and case studies

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Win-Win Negotiations Course Duration: 1 hr  Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    examine the negotiation process and determine the types of negotiations that cause people the most difficulty
•    review the strategies behind some common negotiation tactics and learn how to recognize avoidable pitfalls
•    practice an effective negotiation process that will help you and the other party get to a win-win

Managing Effectively For Improved Results With DISC  Course Duration: 1.5 hrs includes DISC Assessment Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    understand the DISC behavioral style model
•    apply DISC in management situations with online exercises

Leadership Training and Development Subscription Course Duration: 6.5 hrs  Maximum Class Size: No max.; self-paced  Target Population: Managers, supervisors. Behavioral Objectives: Attendees will learn how to:
•    develop valuable leadership skills and unlock the potential of  your employees
•    build leadership skills with these online courses: understanding behavioral styles for managers; managing performance discussions; behavioral interviewing; coaching; coaching for sales managers; and win-win negotiations for managers

Managing Stress and Building Resiliency Course Duration: 2 hrs  Maximum Class Size: 15  Target Population: All employees. Behavioral Objectives: Employees will learn how to:
•    identify and manage stress at work, at home
•    understand there is no such things as a "stress-free life"
•    understand the difference between positive and unattended stress
•    understand the connection between managing stress and resiliency
•    identify the 8 common factors of being resilient

Embracing Diversity At Work Course Duration: 4 hrs  Maximum Class Size: 40  Target Population: Employees. Behavioral Objectives: Employees will learn how to:
•    identify aspects that make up their personal, cultural, and workplace identities
•    have a clearer understanding the values and assumptions underlying their work
•    apply specific tools to address bias in their work
•    develop an action plan to create personal and organizational change

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