This awareness and skill based training is the perfect ...



GENERAL SERVICES ADMINISTRATIONFederal Supply ServiceAUTHORIZED FEDERAL SUPPLY SCHEDULE PRICE LISTOn-line access to contract ordering information, terms and conditions, up-to-date pricing,and the option to create an electronic delivery order are available through GSAAdvantage!?, a menu-driven database system. The INTERNET address GSAAdvantage!? is: .Multiple Award scheduleFSC Group MASContract number – 47QREA20D000FFor more information on ordering from Federal Supply Schedules click on the FSSSchedules button at fss..Contract period – January 29, 2020 through January 28, 2025CONTRACTOR: Multi-Training Systems, LLC26677 W 12 Mile Rd, Suite 142Southfield, MI 48034Phone: 248-358-6988 Fax: 248-358-6901Contract Administration source:Marilynn Bell, Ph.D. 313-510-3369mbell@Price list current as of Modification #PS-A815, effective April 09, 2020CUSTOMER INFORMATION1a. Table of Awarded special item numbersSINRecoverySIN Description611430611430RCTraining ServicesOLM Order-Level Materials (OLMs)1b. Identification of the lowest priced model number and lowest unit price:SINAwarded Training CourseGSA Price611430Cultural Sensitivity$3,491.181c. Hourly Rates: N/A2. Maximum Order: $1,000,0003. Minimum Order: $100.00 4. GEOGRAPHIC COVERAGE (delivery area): Domestic Delivery5. POINT OF PRODUCTIONMulti-Training Systems, LLC26677 W 12 Mile Rd, Suite 142Southfield, MI 480346. DISCOUNT: Prices shown are NET Prices; Basic Discounts have been deducted7. QUANTITY DISCOUNTS: 1.0% on a single task order exceeding $350,0008. PROMPT PAYMENT TERMS: Net 30 rmation for Ordering Offices: Prompt payment terms cannot be negotiated out of the contractual agreement in exchange for other concessions. 9a. Government purchase cards are accepted at or below the micro-purchase threshold.9b. Government purchase cards are accepted above the micro-purchase threshold.10. FOREIGN ITEMS: None11a. TIME OF DELIVERY: The Contractor shall deliver to destination within the number of calendar days after receipt of order (ARO), as set forth below: SPECIAL ITEM NUMBERS RECOVERY DELIVERY TIME (Days ARO)611430611430RCNegotiated Per Task Order11b. EXPEDITED DELIVERY. Items available for expedited delivery are noted in this price list.11c. EXPEDITED DELIVERY may be available. Contact Contractor for more information.11d. URGENT REQUIREMENTS: When the Federal Supply Schedule contract delivery period does not meet the bona fide urgent delivery requirements of an ordering activity, ordering activities are encouraged, if time permits, to contact the Contractor for the purpose of obtaining accelerated delivery. The Contractor shall reply to the inquiry within 3 workdays after receipt. (Telephonic replies shall be confirmed by the Contractor in writing.) If the Contractor offers an accelerated delivery time acceptable to the ordering activity, any order(s) placed pursuant to the agreed upon accelerated delivery time frame shall be delivered within this shorter delivery time and in accordance with all other terms and conditions of the contract.12. FOB point: Destination13a. ORDERING ADDRESS Same as Contractor13b. ORDERING PROCEDURES: For supplies and services, the ordering procedures, information on Blanket Purchase Agreements (BPA's) are found in Federal Acquisition Regulation (FAR) 8.405-3.14. PAYMENT ADDRESS: Same as Contractor15. WARRANTY PROVISION: Not applicable16. Export packing charges, if applicable: None17. Terms and conditions of Government purchase card acceptance (any thresholds above the micro-purchase level) : Contact Contractor18. Terms and conditions of rental, maintenance, and repair: None19. Terms and conditions of installation: None20. Terms and conditions of repair parts indicating date of parts price lists and any discounts from list prices: None20a. Terms and conditions for any other services: None21. List of service and distribution points: None.22. List of participating dealers: None23. Preventive maintenance: None24a. Special attributes such as environmental attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants) : None24b. If applicable, indicate that Section 508 compliance information is available on Electronic and Information Technology (EIT) supplies and services and show where full details can be found (). The EIT standards can be found at: .25. Data Universal Number System (DUNS) number: 96576654626. Notification regarding registration in System for Award Management (SAM) database: Contractor has an active registration.Service Contract Act (SCA) MatrixThe Service Contract Labor Standards, formerly the Service Contract Act (SCA) is applicable to this contract as it applies to the entire Multiple Award Schedule and all services provided. While no specific labor categories have been identified as being subject to SCLS due to exemptions for professional employees (FAR 22.1101, 22.1102 and 29 CRF 541.300), this contract still maintains the provisions and protections for SCLS eligible labor categories. If and/or when the contractor adds SCLS labor categories/employees to the contract through the modification process, the contractor must inform the Contracting Officer and establish a SCLS matrix identifying the GSA labor category tittles, the occupational code, SCLS labor category titles and the applicable WD number. Failure to do so may result in cancellation of the contract.MTS Training CoursesSINCourse TitleCourse LengthMinimum ParticipantsMaximum ParticipantsLOCATIONGSA PRICE (including IFF) 611430Cultural Sensitivity 1 day1530Customer Facility $ 3,491.18 611430Building A Respectful Work Culture 1 day1530Customer Facility $ 3,491.18 611430Decreasing/ Managing Cultural Tension 1 day1530Customer Facility $ 3,491.18 611430Engaging Multi Generational Workforce 1 day1530Customer Facility $ 3,491.18 611430Increasing Cultural Intelligence1 day1530Customer Facility $ 3,491.18 611430Unconscious Bias 2 days1530Customer Facility $ 6,982.37 611430Leading Diversity 1 day1530Customer Facility $ 3,491.18 611430Cultural Competency-Executive Level 1 day1530Customer Facility $ 4,987.41 611430Professional Development for Millennials1 day1530Customer Facility $ 3,740.55 611430Supervisory Training (2 day)2 days1530Customer Facility $ 6,982.37 611430Emotional Intelligence1 day1530Customer Facility $ 3,491.18 611430Reducing Stress1 day1530Customer Facility $ 3,491.18 611430Supervisory Training (1 day)1 day1530Customer Facility $ 3,740.55 611430Professionalism-Executive Level (Professional Presence)1 day1530Customer Facility $ 4,987.41 611430Creating Problem Solving-Executive Level1 day1530Customer Facility $ 4,987.41 611430Accountability-Executive Level 1 day1530Customer Facility $ 4,987.41 611430Persuasive Communication1 day1530Customer Facility $ 4,987.41 611430Goal Setting-Executive Level1 day1530Customer Facility $ 4,987.41 611430Mentoring-Executive Level 1 day1530Customer Facility $ 4,987.41 611430Critical Conversations-Executive Level1 day1530Customer Facility $ 4,987.41 611430Making Meetings Work1 day1530Customer Facility $ 3,491.18 611430Leading Change1 day1530Customer Facility $ 3,491.18 611430Mind Mapping to Achieve Goals1 day1530Customer Facility $ 3,491.18 611430Leadership Behaviors1 day1530Customer Facility $ 3,491.18 COURSE DESCRIPTIONSLEADERSHIPCourses # S401-S404 – CRUCIAL HABITS OF HIGHLY EFFECTIVE LEADERS (4 parts)Course # S401 Course Title: Understanding Supervisory Styles and RolesCourse DescriptionUnderstanding Supervisory Styles and Roles can help you to identify your style, clarify your role, improve all communications, and interact more effectively with other people to accomplish certain goals. This course focuses on how we can make simple, smart behavior adaptations to improve our interactions with others. Being able to quickly recognize a person's style and interact appropriately are critical to this process. Participants benefit from an increased awareness, understanding and appreciation for supervisors’ roles and responsibilities within the organization. Equally important, you can learn how slight adjustments you make in your interactions will enhance your effectiveness.Learning OutcomesAfter completion of workshop, participants will:Describe the 4 classic styles Identify 12 critical characteristics of highly effective supervisorsClarify and list their roles and prioritize their responsibilities Establish and implement 3 goals for improving actions, reactions, and interactions with peers and employeesUse the job-aid, “How to Improve Your Supervising Skills,” as a reference for continuous improvementFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Toolkit: Participant Guide, Pre & Post Assessment, Generational Perceptions Worksheet, Video Observation Forms for Leadership Vignettes, Skill Building Activities for Leaders. Action Plan Worksheet and Scorecard, ResourcesCourse # S402 Course Title: The Way We Talk Can Change the Way We WorkCourse DescriptionHigh quality communication skills and systems are critical to the success of your company and role as a supervisor. The goal of this course is to help you improve communication skills and processes to achieve win-win results. Techniques on various types of communication are presented including verbal, non-verbal, para-verbal, questioning, feedback, meetings, announcements, discussing sensitive/difficult subject matter, and listening. Learning OutcomesAfter completion of workshop, participants will:Name 4 types of communication and provide examples Define the value of high quality communication in promoting workplace cooperation, safety, morale, and productivityList 3 ways to communicate more effectivelyUse the job-aid, “Listening for a Change”, as a reference for continuous improvement in effective and active listeningDemonstrate asking close-ended and open-ended questionsPlan and conduct an engaging, productive meetingPrepare a scenario for discussing a difficult subject matter, such as absenteeism, with an employeeFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S403 Course Title: Building Trust and Managing ConflictCourse DescriptionTrust in the workplace creates an expectation that people can rely on others to do what they say they will do. Trust is a relationship of reliance and helps to minimize conflict.This course focuses on the role of the supervisor to build trust to help unify team efforts, enhance business results, and create a respectful work climate. Techniques for building trust are covered along with the elements involved in the Cycle of Trust. Trust is important for establishing a comfort level to effectively address and manage conflict. Simulated activities in this course help participants identify how they respond to conflict and understand the influences that affect their ability to productively engage in and manage conflict. Learning OutcomesAfter completion of workshop, participants will:Rate the level of trust in their organizationRecommend 4 organizational ground rules to improve trust in their organizationList the 5 elements in the Cycle of TrustIdentify 3 main sources of conflict and develop action plan for addressing the conflict at future team meetingsUse the job-aid “Promoting Trust at Your Company,” to plan a trust-building activity in your unit or department to help organize and guide workFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S404 Course Title: Developing and Sustaining Peak Performance TeamsCourse DescriptionThe ability to balance the goals of the organization and the needs of the work group is a key skill for supervisors to develop and sustain peak performance teams.This course is a comprehensive guide on how to actively work to increase the skill level of each employee you supervise and remove obstacles to better performance. Training is provided on the most effective, up-to-date strategies to develop a motivated, productive workforce. Emphasis is on how to assess the needs and capitalize on the strengths of all employees to help lower absenteeism and turnover rates, create a positive, safer work environment, improve performance feedback processes, and reduce stress.Learning OutcomesAfter completion of workshop, participants will:List five ways to build a team to get resultsUse the job-aid, “Model to Strengthen Team Relationships,” to use as a reference during team meetings or one-on-one’sUse the job-aid, “Identify Team Members’ Strengths,” as a tool to learn or verify an employee’s contributions or productivityUpgrade their skills in interviewing and selectionIdentify the 5Cs of productive teamsPlan a process for assessing the causes and for implementing corrective actions for absenteeism Recommend 2 activities for professional developmentFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S405 Course Title: Report Writing for ProfessionalsCourse DescriptionIn this practical, hands-on course, participants learn skills to help them present information to both technical and non-technical audiences. Report Writing for Professionals places rules and guidelines in the context of real-world report writing: forms, documentation, minutes, instructions, and technical reports. This course engages writers with interesting materials and powerful techniques.Learning OutcomesAfter completion of workshop, participants will:Understand Five Power Points of Report WritingOrganize by Purpose Simplify Complex Technical Information for Easy AccessEmphasizing Important InformationWriting Smooth and Logical TransitionsSelecting the Most Effective Formats for the AudienceUnderstanding E-Mail Do’s and Don’tsWrite PersuasivelyRevise Overloaded Sentences for ReadabilityBuilding Sentence, Paragraph, and Document Structures for ReadabilityOvercome Writing Anxiety: Write First, Edit LaterEnsure That Every Message Accomplishes A PurposeFormat: The training is engaging and participant-centered. We design activities based on adult learning principles to promote classroom interaction. Emphasis placed on each topic will depend on our assessments, surveys, and sample documents from the client. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. This workshop provides powerful writing tools to help increase competence, confidence, and ability to succeed–starting immediately. Course # S406 Course Title: Knowing When and How to Manage ConflictCourse DescriptionKnowing When and How to Manage Conflict was developed to provide training in the critical skills needed to effectively manage interpersonal conflicts. These critical skills include: understanding the basics of conflict, increasing your personal awareness, expressing negative concerns, and communicating your needs, preferences, opinions, and ideas in ways that leave the self-respect of all parties intact.Learning OutcomesAfter completion of workshop, participants will be able to:Increase understanding of the nature of conflictsProvide practice in separating the issues from the personalities in a conflictIdentify areas of common ground and disagreementDetermine the desired outcomes of all parties involved in a conflictProvide techniques and practice in expressing issues, needs, and preferences with mutual respectProvide practice in reaching consensusProvide strategies for recognizing and managing potentially violent conflictsProvide practice in effective communication techniques that can prevent conflicts from escalatingProvide strategies for controlling, confronting, and resolving conflict situationsDebrief case studies to determine appropriate actions and action plansFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S407 Course Title: Supervision in A Union EnvironmentCourse DescriptionSupervision in A Union Environment provides basic information on supervising employees who are represented by a union. All supervisors have huge, important responsibilities and are faced with managing a workforce that can meet the company standards and thrive in the midst of change. Supervising others requires greater vision, clarity, self-knowledge, communication, and people skills than ever before. When employees or some employees are represented by a union, supervisors must understand and apply the same interpersonal supervisory techniques to all: being honest and ethical, communicating well and often, listening to and resolving issues as they arise, recognizing and rewarding good performance, and creating an environment of trust and respect. The differences arise in working through different levels (e.g., shop stewards) in order to ensure employees understand their rights and in order to determine resolutions to different situations or conflicts.Learning OutcomesAfter completion of workshop, participants will be able to:Understand formal grievance procedures in your organizationUnderstand union policies and proceduresUnderstand non-union policies and proceduresUnderstand roles and responsibilities after being promoted from employee to supervisorUse a TEAM approach to work together to get resultsUnderstand disciplinary processResolve disputes quickly, fairly, and consistentlyMaintain clear, accurate documentationBalance demands of union and managementTreat ALL employees with respectFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S408 Course Title: Supervising Challenging EmployeesCourse DescriptionSupervising Challenging Employees looks at some of the most common types of difficult and disruptive employee behaviors, identifies the potential risks to the organization if the behavior is not corrected, considers some of the reasons for such problems and offers suggestions for constructively managing the performance of employees exhibiting consistently challenging behaviors. Their negative energy can affect an entire team's morale, attendance, and productivity. Employee morale, productivity and customer service levels are at their lowest when employees work in an environment of inappropriate or disruptive behaviors. Behavior that is not consistent with professional expectations can result in significant negative consequences to the organization, its employees, and the customers it serves. These behaviors cause problems that should be addressed by managers to minimize the negative impact on the organizationLearning OutcomesAfter completion of workshop, participants will be able to:Confront challenging behaviorsRude, condescending, insulting and demeaning statements to othersAngry, hostile tones.Throwing things or slamming doors when displeased.Berating staff and colleagues in front of others.Insensitive, curt and disrespectful treatment of peers, staff or clients.Being physically or verbally abusive toward others.Threatening litigation when displeased or challenged.Dismissing authority and believing that rules do not apply to them.Give clear, behavioral feedback and establish consequencesDocument and be consistentWork through organizational processesFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S409 Course Title: Performance EvaluationCourse DescriptionPerformance Evaluation In today’s changing workplace, Leadership Team members are often not prepared to meet the challenges of downsizing, increased competition, and urgent new initiatives. In the past, most senior team members were trained in the basics of scheduling, controlling, and monitoring the work activities of subordinates. No one anticipated that the massive economic changes we face today would require so much more from the senior team. Leadership sets the tone and creates the culture for all employees working together. The more time and energy you put into improving now, the more success you can expect in the years to come. Promote the success and performance of your current leadership team with training that is customized for their specific needs.Learning OutcomesAfter completion of workshop, participants will be able to:Promote responsible self-management and accountabilityCommunicate clear goals and performance expectationsUse the MTS Frequent Feedback Plan to guide and maintain peak performanceRecognize and respond to motivation and morale problemsTransform marginal and problem employees into star performersTrain subordinates to develop their own time-specific performance goalsEvaluate performance and agree on specific follow-up action plansUse successful one-on-one coaching strategiesCreate an environment that empowers subordinates to collaborate, solve problems, and contribute to the growth of the organizationFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S410 Course Title: Project ManagementCourse DescriptionProject Management Do your leaders effectively initiate, plan, control, and report on all your projects consistently?? What would it mean if you could effectively deal with the different expectations of management, staff, and business and technical partners? Every project leader could benefit from training that covers the tools, tips, and skills needed to handle all aspects of the project management life cycle.Learning OutcomesAfter completion of workshop, participants will be able to:Selecting and applying “best practices” to plan and run projectsDefining project objectives and deliverablesOrganizing and prioritizing Using communications techniques to get the cooperation, support, and resources that are vital to the project's successBuilding project team effectivenessIdentifying resourcesSelecting and implementing planning, monitoring, and scheduling tools Setting milestones to track and controlEstimating and managing costs—rooting out all types of wasteCreating a realistic, achievable project planApplying the steps and variables of the project management processDocumenting LESSONS LEARNEDFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S411 Course Title: Embracing AccountabilityCourse DescriptionEmbracing Accountability is a course that teaches the skills, values, attitudes, and step-by-step process for ensuring accountability for ALL members of the organization, beginning with leadership. These values and accountability tools should be used by every member of the organization as they perform their day-to-day duties. Participants learn how to take greater personal and organizational accountability for achieving results.?Learning OutcomesAfter completion of workshop, participants will be able to:Clarify departmental outcomes and align people's daily work objectives with those outcomesIntroduce a positive approach to creating greater accountability throughout the organizationIdentify personal and environmental barriers to being accountablePractice the language of accountabilityUse steps to personal accountabilityCreate accountability in others through the use of the MTS modelDevelop specific action steps that can be put to use immediatelyFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S412 Course Title: Managing Multiple Priorities: Getting More Done In Less TimeCourse DescriptionGetting More Done In Less Time helps strengthen employees’ ability to organize, manage multiple priorities, create work/life balance, avoid procrastination, plan the day effectively, prioritize, delegate, and identify time wasters.An out-of control work life can wear individuals out mentally and physically and make them feel dissatisfied with their job performance and with themselves. Most people really don’t know how disorganized they are because they can usually put the blame for their stress and frustrations on any number of other workplace problems. It can also hurt them professionally because no matter how qualified and capable they are, other people will only see the deadlines that they missed and the information that they misplaced. Learning OutcomesAfter completion of workshop, participants will be able to:Organize, prioritize and manage multiple prioritiesDiscover steps to overcome procrastinationManage and minimize interruptions and distractionsMake quick, effective decisionsUse technology to streamline workflow and control workdayIntegrate Personal Calendar, Planner or PDA into your time management systemFormulate a daily plan to create work/life balance Organize desk clutter, paperwork, e-mail, and electronic files Identify the steps for effective delegationSay "no" when necessary and clearly communicate what you can doFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S413 Course Title: Communicating to Build Trust and CollaborationCourse DescriptionCommunicating to Build Trust and Collaboration was designed to Trust is the foundation of teamwork and the bedrock of a team’s overall performance. Trust is a relationship of mutual confidence in contractual performance, honest communication, and expected competence. Getting inspiration and contribution from team members requires trusting one another and learning the keys to collaboration.When you trust your co-workers, you can work together seamlessly. You can work together securely, knowing that your co-workers will support you and you can work together collaboratively.For a work group to reach its full potential, members must be able to say what they think, ask for help, share new or unpopular ideas, and risk making mistakes. This can only happen in an atmosphere where team members show concern, trust one another, and focus on solutions, not problems. Communication --when it is friendly, open, and positive --plays a vital role in creating such cohesiveness and collaboration.?Learning OutcomesAfter completion of workshop, participants will be able to:Define the elements of effective Communication, Trust, and Collaboration Use guidelines and job aids to build trustworthiness among team members Display team collaborative behaviors and mutual confidenceContribute ideas and collaborate in a respectful team environmentExpress concerns without depreciating other team membersReconcile personality differencesUse trust and collaboration tools and techniques Allow creative synergy to happenUnderstand tips for thinking outside the boxBrainstorm innovative breakthroughsFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S414 Course Title: Coaching and Re-Directing EmployeesCourse DescriptionWhen employee work performance falls short of the company standard, supervisors need effective, professional ways to correct and redirect employees. They need to know how to send a clear, consistent message. In this training, they learn how to identify problems, communicate expectations to the employee directly but respectfully, and how to pursue and bring closure to the process. This training is intended primarily for supervisors and managers who need to know how to identify unacceptable performance, how to correct performance, and how to proceed within company guidelines. Skillful, appropriate techniques can turn a problem situation into an opportunity for improved performance and increased job satisfaction for the employee, as well as a productivity improvement on the floor. Supervisory personnel must know how to provide the right combination of support, influence, and positive incentives to direct, correct, and Learning OutcomesAfter completion of workshop, participants will be able to:Improve observation skills and identifying performance that needs improvementOvercome their reluctance to address issuesUse performance conversations to establish goals, expectationsDevelop employees by giving “usable” feedbackRespond productively to employee performance issues (i.e., mistakes) Redirect those who are not meeting performance requirements Practice using tools and techniques for developing workable solutionsIdentify, respond to, and reinforce positive employee performanceFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # S415 Course Title: Strategic ThinkingCourse DescriptionThe overall goal of our Strategic Thinking training is strengthen your strategic thinking skills. The most effective leaders now understand that strategic planning is a just-in-time proactive approach. While some leaders spend their time in endless meetings listening to how bad things are, strategic planners are heeding a higher call for a brighter future. Good strategic planning begins and ends with the values, beliefs, mission and purpose of the organization. The first step then is to make certain that every person who participates in strategic planning has a clear understanding of the mission and the beliefs and values that are reflected in that mission. Learning OutcomesAfter completion of workshop, participants will be able to:Define Strategic vs. Tactical ThinkingIdentify examples of using Strategic ThinkingReview Strategic Thinking SkillsIdentify and discuss Thinking StylesRespond quickly to major developmentsRedirect resources to take advantage of emerging opportunitiesDesign interventions to counter the impact of potential threats Pinpoint and remedy inherent weaknesses in your operationsAmplify the strengths of your organization Bring key people together to create an easy-to-follow blueprint for successDevelop a process to ensure a smoother implementation of new strategiesFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. PERSONAL/PROFESSIONAL DEVELOPMENTCourse # PD301 Course Title: Problem Solving StrategiesCourse DescriptionProblem solving that produces measurable results requires using creativity in a structured way. When people discover problems, the most frequent response is to rush to find a solution. Finding an immediate fix for the problem is very satisfying no matter how many times this process occurs. Unfortunately, it is not the best way to solve a problem, as it leads to the need to solve the same problem over and over again. A better approach is to eliminate the root cause.This training provides opportunities for participants to practice personal behaviors and skills that improve the problem solving process. Problem solving that produces measurable results requires using creativity in a structured way. A skilled process Leader is KEY to team’s success by keeping team on track, creating an environment that encourages individual members to share knowledge, and use new techniques. Learning OutcomesAfter completion of workshop, participants will be able to:Gain confidence in ability to use systematic tools for analyzing problems/potential solutionsUnderstand benefits of using a disciplined approach to solving problemsUse individual skills/behaviors to enhance team and individual problem solving effort. Facilitate a variety of tools to analyze issues, generate ideas, make decisions, and ?implement the required actions with teams. Apply the problem solving process in “real” problem situations. Use individual skills and behaviors that enhance team and individual problem solving effort.Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD302 Course Title: Communication SkillsCourse DescriptionCommunication is a leader’s most important competency. The impact of a person’s communication is noticeable in interpersonal, small group, and workplace settings. People will act or fail to act on the basis of how you communicate with them. We all bring our own assumptions, cultures, and preferences to our interactions. Too often, our backgrounds do not match those of the person receiving the communication, and a GAP opens up. The term “communication gap” refers to a workplace situation in which miscommunication or lack of communication affects relationships and productivity. You may sometimes create communication gaps, or your co-workers may create them. This training focuses on ways to reduce/eliminate these gaps and to prepare critical conversations. These conversations are interpersonal exchanges that we dread having but know we cannot avoid. How do you say what needs to be said while avoiding an argument with a boss, child, or partner? This workshop provides the tools you need to communicate with anyone and achieve positive outcomes that will amaze you. Learning OutcomesAfter completion of workshop, participants will be able to:Create a climate of communication for your teamIdentify areas of concern and underlying areas you want to work onPractice using 5 communication tools and techniques Resolve issues in a non-depreciating mannerFlex your communication styleUse influence strategiesBe persuasive, not abrasive Keep listening when others blow up or clam up Use strategies to “close the gap”—a method for achieving resultsFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD303 Course Title: Delivering Quality Customer ServiceCourse DescriptionWe all know what it is like to get poor service that did not meet our expectations. Many of us also remember leaving to take our money elsewhere. This course helps you transform the service you deliver from merely “acceptable” to “absolutely exceptional.”Building good customer relations requires highly specialized skills. Customers can form lasting impressions about an entire organization after talking with one staff person. This course provides the training and practice to help staff at every level build respectful, responsive “quality” relationships with both internal and external customers.Delivering Quality Customer Service focuses on observing and understanding how you think, interact, and relate with others. Customers have a powerful voice to a listening world and they are using it. This training is an opportunity for your group to practice AWESOME customer service. Learning OutcomesAfter completion of workshop, participants will be able to:Understand the anatomy of customer service: the good, the bad, the greatUnderstand the who, what, where, when, and how of exceptional serviceMake the customer feel importantEnsure that every interaction leaves a positive impressionAcknowledge the customer’s concernsGive even difficult customers what they really wantEmploy empathy: putting yourself in the customer’s shoesResolve it now! Ponder it laterUse 10 words customers love to hearUse teamwork to resolve customer complaints faster.Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD304 Course Title: Developing Dynamic Listening SkillsCourse DescriptionThe number one way to improve any relationship is by genuinely listening to what the other person has to say. Listening is the cornerstone of good communication skills. If everyone talks and no one listens, there is no foundation upon which to build understanding. If there is no understanding, nothing useful is accomplished.Building good listening skills is essential for every person in a leadership position. Without these skills, building trust, gaining cooperation, negotiating win/win outcomes, or resolving issues is an uphill struggle. Learning to be a better listener is a skill that carries over into every aspect of both personal and work relationships. The effort made to improve listening skills is an investment that will pay off time and time again.Learning OutcomesAfter completion of workshop, participants will be able to:Make certain they understand the other person’s message before they respondPinpoint misunderstandings sooner rather than laterTap in to the other person’s point of viewIdentify pitfalls and barriers to better listeningTune in to the finer, more subtle points of a person’s messageEnsure that the other person knows that an effort is being made to understand where he or she is coming fromFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD305 Course Title: Effective Writing SkillsCourse DescriptionWritten communication is a critical function of doing business. Those who write business communications share the same goals—clear, concise, complete, correct writing. Tailored for your organization, this training places learning in the context of real-life writing: e-mails, forms, minutes, reports, performance reviews, and proposals. This training provides hands-on activities for improving some of your writing projects. Best of all, we provide resources that your staff can use to continue getting better and smarter about their writing. Writers should write only what needs to be expressed, in as few words as possible, while still getting the point across.Learning OutcomesAfter completion of workshop, participants will be able to:Consider the reader’s needs and requirements Use the “Five Power Points” of writing Overcome “writer’s block”Write straightforward openings and closingsState clearly the actions needed Use e-mail etiquetteUse MTS “Summit Structure” to organize ideas Correct serious sentence errorsChoose words carefully to keep writing short and clearReview and edit writingFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD306Course Title: Emotional IntelligenceCourse DescriptionEmotional Intelligence training focuses on recognizing, understanding, and choosing how we think, feel, and act. It shapes our interactions with others and our understanding of ourselves. It defines how and what we learn; it allows us to set priorities; it determines the majority of our daily actions. Emotional Intelligence (EI) is a key skill-set to effectively meet the increasing demands on our physical, mental and emotional resources. This skill- building EI workshop provides leaders with techniques and strategies to strengthen EI skills and manage emotions to perform roles with confidence, resilience and positive results.Emotional Intelligence focuses on observing and understanding how you think, interact, and relate with others. This training is designed to build your relational skills and help you become more open and accepting of different perspectives and needs.Learning OutcomesAfter completion of workshop, participants will be able to:Examine benefits of Emotional Intelligence in the workplace and WHY it mattersMaintain the appearance of positive regard toward others while avoiding agitated displays of deep feelingsMake message and response useful and timelyListen to and address employee’s specific needs and goalsEmploy words that employees and staff need to hearUse teamwork to resolve conflicts fasterUse strategies to strengthen your Emotional IntelligencePractice and debrief customized “What Went Wrong” scenarios and role playsMaintain the appearance of positive regard toward others while avoiding agitated displays of deep feelings—especially angerFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD307Course Title: Building A Respectful Work CultureCourse DescriptionThis course helps participants become more aware of their own behaviors and their impact on employees as well as determine how to be more closely aligned with expected behavioral standards. This customized training is about implementing a safe and respectful environment. It employs the MTS IMPACT Model, which is designed to break the cycle of disrespectful behavior. The specific goal is to raise self-awareness, improve skills, and promote a work environment in which managers interact with all team members in a respectful manner.Learning OutcomesAfter completion of workshop, participants will be able to:Identify source of your own messages and hidden issuesMonitor your words, tone, attitude, and behaviorsPractice speaking against disrespectAssume good intent in the workplaceCommunicate respect verbally and non-verballyTake responsibility for your IMPACTFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD308Course Title: Polished Presentation SkillsCourse DescriptionThe ability to present information in a manner that is credible and persuasive is the number one skill that distinguishes the talented ambitious professional. In fact, this is a critical skill that professionals must possess in order to be successful. Many times, proposals lose out and sales and opportunities are lost—not because the ideas are unsound—but because the presenter lacks confidence, is inadequately prepared or has only a limited knowledge of how to effectively deliver a message. This is the program that provides immediate solutions to these and other common presentation problems.Polished Presentation Skills will train you to organize and deliver smooth, successful presentations. Our training strategies have been proven to help professionals in every field obtain the desired reactions and results. This program includes step-by-step guidelines, ample practice opportunities, and expert coaching that can help you to achieve the goals of your presentation.Learning OutcomesAfter completion of workshop, participants will be able to:Create interest, rapport and organize ideas for greatest impact and persuasionComplete preparations that boost your confidenceProject greater credibility, passion and powerCorrect common delivery style faults that bother listenersRespond effectively to unexpected comments and reactionsPractice making STAR power presentations persuasivelyDemonstrate and generate enthusiasm for your ideasFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD309Course Title: Professional PresenceCourse DescriptionProfessional Presence generally refers to a person’s courteous, conscientious, and generally business-like manner in the workplace. It requires finding a unique balance between handling the business tasks associated with one’s job and the appropriate attitude to fit the circumstances. While the definition is quite simple, putting it into practice can often seem complex. People stumble over professional etiquette, in large part, because no one ever outlined for them exactly what it is and how to incorporate it into their daily work lives. Most people can quickly recognize professionalism in others, but find it extremely difficult to define it, or model it when considering their own behavior. A lack of professionalism can be disastrous and costly. A single incident involving poor professional behavior has the ability to sour relationships among peers and create tension in the workplace, hinder one’s advancement within the organization, and cost the company money through lost customers and business. Learning OutcomesAfter completion of workshop, participants will be able to:Identify general behaviors associated with professional behaviorIdentify behaviors commonly associated with unprofessional behavior (e.g., chatting and gossiping, sloppy paperwork, in-office loud, abusive language)Learn to be sensitive to others, to temper and modulate behaviorBe sensitive to the feelings and reputations of othersIdentify professional behavior strengths and weaknessesPractice punctuality and respect for others’ time and time constraintsMaintain the appearance of positive regard toward others while avoiding agitated displays of deep feelings—especially angerLook presentable—attractive without being distractingFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD310Course Title: Resolving Interpersonal Tension and ConflictCourse DescriptionResolving Interpersonal Tension and Conflict was developed to provide training in the critical skills needed to effectively resolve interpersonal tension and manage interpersonal conflicts. These critical skills include: understanding the basics of conflict, increasing your personal awareness, expressing negative concerns, and communicating your needs, preferences, opinions, and ideas in ways that leave the self-respect of all parties intact.Workplace tension lowers business productivity and leads to lost productivity and lower morale. Tension creates work absenteeism and also increases the indirect costs paid for health insurance and workers' compensation by both workers and businesses. Easing tension at your business involves understanding the condition and creating outlets to relieve stress.Learning OutcomesAfter completion of workshop, participants will be able to:Make understanding the priority not winning or being rightSelect from 15 specific strategies to reduce tension Listen to the other person's feelings, in addition to their wordsRecognize and respond to the things that matter to the other personPresent a non-defensive, calm reactionBe willing to let go of resentmentBe willing to agree to disagree and move onSeek and encourage compromiseUse appropriate humor to reduce tension and angerFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # PD311Course Title: Adapting to ChangeCourse DescriptionThe rapid pace of change in our personal lives and workplace generates a nonstop accumulation of counterproductive and often dangerous stress. Organizations pay a price for employees’ cumulative stress that includes lost productivity, increased absenteeism, lost creativity, interpersonal disputes, diminished teamwork, frequent workflow interruptions and an overall decline in performance. Everyone wins when employees are empowered with strategies that prepare them to adapt to change and reduce the negative impact of the resulting stresses.Learning OutcomesAfter completion of workshop, participants will be able to:Understand why organizational change can be so difficult. Learn about your own tolerance for ambiguity. Discover how to use a model to communicate change. Find out more about how you can implement change smoothly. Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. ORGANIZATIONAL DEVELOPMENTCourse # OD501Course Title: Decreasing Cultural TensionCourse DescriptionIn today’s divisive cultural climate, a rude, hostile environment is too often being created by verbal, written, graphic and physical behavior related to age, race, color, gender, political affiliation, or national origin. You CAN make change happen. Correcting these problems to create a civil, productive environment begins with diversity conversations and anti-tension tools (ATT). Diversity tension is the stress and strain that accompanies mixtures of differences and similarities at work. Decreasing Cultural Tension provides practical “real-world” training to increase understanding among all groups in the workplace. Who said you shouldn’t sweat the small stuff? What if those small things create divisiveness, blunders, and misunderstandings that impact civility and productivity? This course demonstrates how small slights, subtle discriminations and tiny injustices can add up to big problems in your workplace. These communications of disrespect, prejudice and inequality can be incredibly destructive. Our two-pronged approach includes a kit of anti-tension tools that offers steps for handling diversity conversations.Learning OutcomesAfter completion of workshop, participants will be able to:Raise awareness of words and behaviors that offendIdentify and acknowledge how biases impact behaviors and decisionsUnderstand intent versus impact of words and behaviorsRecognize how different world views impact interactionsReduce stereotyped, prejudiced behaviors and the problems they causeIdentify the components of a crucial conversation Practice using MTS anti-tension tools Format: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # OD502Course Title: Engaging A Multi-Generational WorkforceCourse DescriptionGenerational diversity can be challenging. It can also bring unique opportunities and benefits to your workplace. If your organization only interacted with people of one age group, generational perspectives would not be as important. Newer generations are not necessarily motivated by the same factors as their parents or grandparents. You can achieve real strategic advantage by embracing the diversity among generations to create a work environment that values all people and keeps them productive, regardless of age.Learning OutcomesAfter completion of workshop, participants will be able to:What makes each generation uniqueWhat each group can do to increase understandingIdentify GEN characteristics that are creating conflictAddress common challenges faced in multi-generational workplaceUse MTS tools to practice solving common issues Understand learning styles, preferences, and motivatorsExpand communication strategies to reach all groupsReserve hasty judgmentsDevelop strategies to ensure knowledge transfer and capture organizational memoryFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # OD503Course Title: Valuing Diversity and InclusionCourse DescriptionDiversity awareness training helps all levels of personnel to recognize and value people from diverse backgrounds, while avoiding common mistakes that can have a negative impact on the work environment. This session provides basic training for all. It covers the many dimensions of diversity, looking beyond skin color.This awareness and skill based training is the perfect starting point for shifting your culture to one that values its diversity.Learning OutcomesAfter completion of workshop, participants will be able to:What Diversity Is and Is Not Building Communication, Appreciation, Respect, SensitivityAppropriate vs. Inappropriate JokingThe Problem with StereotypingHow Bias and Stereotypes Lead to Prejudice That Stereotype Hurts!!Common Offensive BehaviorsWords and Their MessagesFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. Course # OD504Course Title: Unconscious Bias Course DescriptionIn this interactive workshop, we take the diversity discussion deeper by exploring the new science of bias and what bias is, both conscious and unconscious.??9055107893050Research shows that people harbor unconscious bias even when they explicitly believe that prejudice and negative stereotypes are wrong.. It’s a part of human nature, and in the workplace, we sometimes behave toward people in a way that is based on that bias. Unconscious perceptions influence the way that we evaluate and select people for teams, relationships, responsibilities, or career advancement opportunities.Developing an understanding of how to recognize and address our unconscious biases is essential for creating and maintaining a fair, respectful, and inclusive workplace. Unconscious bias is not only related to race and gender but also age, religion, gender, and anyone who is different from “us.” Without even being aware, we make daily decisions that impact one group in a positive way and another group in a negative way.Learning OutcomesAfter completion of workshop, participants will be able to:Define the term bias as it relates to workplace diversityExplore how bias is created (e.g., family, friends, media, peers, religion, culture)Counter stereotypes and cultural conditioningBecome aware of your own unconscious biasIdentify workplace impact of your words and behaviorsPractice steps for addressing, controlling, reducing and counteracting bias in thinking and practiceApply techniques for coaching team members who make biased or disrespectful comments in the workplaceFormat: To ensure maximum benefit for participants, each program uses customized hands-on elements: agency scenarios, case studies video, role play practice, gallery walks, simulations, and card games. We design activities based on adult learning principles to promote interaction and engagement. The training session ends with participants developing their individual action plan to apply what they learned to improve performance and results. ................
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