LEADERSHIP TRAINING & MANAGEMENT DEVELOPMENT COURSES

12 Different Courses

800-821-2487

Learn the critical skills needed to become an excellent manager or supervisor—retaining your best people, motivating, delegating, resolving conflict, coaching, counseling with and more!

Leadership and Supervisory Training Programs

"We were voted one of the top 100 companies to work for. So why are my best people still leaving?"
You've added stock option plans, ramped up health benefits and support flexible work schedules. Yet it seems as if almost every week one of your top performers leaves for another opportunity - or worse, goes to the competition. What could be missing? Great benefit plans and top-level salaries will satisfy many employees, but to hold onto the BEST employees you need effective first-line managers.

Program Description

Essential Skills of Leadership builds a foundation that enables team leaders to manage their team toward to a shared goal: achieving the organization's strategic objectives. Throughout the workshop participants will review video presentations and case studies, participate in group discussions, practice new skills and receive immediate feedback. Managers will leave the session with implementation tools, troubleshooting guides, and additional resources to help them immediately apply their new skills on the job. The 4-to-5 hour workshop is designed for 6 to 18 participants and includes the following areas of focus:

Maintain & Enhance Team Member Self Esteem

Develops the critical skills necessary to effectively give orders, evaluate performance, correct work habits, deal with complaints, and resolve conflicts while supporting a team members' sense of self-respect and dignity. Focus on Behavior Problems on the job are solved more effectively and less stressfully when a team leader deals with what people do rather than with their attitudes.

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what our customers are saying:

Vital Learning is by far the best partner for providing Supervision training for our employees. The course materials are solid. The classes are easy to facilitate. The exercises guarantee participation.”

Tiffany Landrum, VP, Training & Development, Financial Institute

I have just completed the first of Vital Learning courses, and wanted to tell you that I think they are of immense value! I plan to take every one of them.

Marianne Palumbo

sample content:

Leadership Video Demo: Low Resolution | High Resolution
PowerPoint Outline
Click Here for the Staples Success Story!
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Download Course Outline

prices:

Contact us for corporate, government, quantity, site license, reproduction rights, facilitator kits, in-house training, and educational discounts or call 800-821-2487 right now.

Facilitator Kit includes:

DVD or VHS (4 Vignettes--both professional and Industrial Version)
Word by Word Script
Detailed Instructions
Pre and Post Tests
Test Answers
Certificate of Completion
Program Evaluation
Self-Assessment Worksheet
Action Plan Worksheet & Instructions
Sample Letters for Class Announcements

College credit available from the University of Phoenix for an addition fee.

1) Essential Skills of Leadership
(Delivery Options Available: Classroom/Online)

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Essential Skills of Leadership (ESL) is the first step to developing successful managers and team leaders. By focusing on three critical management skills, the program establishes a methodology for productive interactions between team members and team leaders. ESL helps experienced managers, new managers, and aspiring managers refocus on the basics – the skills required to manage the individual while also leading the team.

Course Objectives:

When you have completed the Fundamental Skills of Managing, you will be able to:

Deal with your team members on a day-to-day basis in such a way as to maintain, and even enhance their self-esteem.
Base your discussions about performance and work habits on your team members' behavior rather than their personalities or attitudes.
Use effective listening techniques to increase your team members' motivation to perform at higher levels of productivity.
Consistently encourage your team members to participate in setting goals, solving problems, and making decisions.

2) Essential Skills of Communicating
(Delivery Options Available: Classroom/Online)

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This is the second foundational course, and includes some of the skills which present the most difficult challenge for some participants to master...especially the active listening skills. Members are told, read about, discuss, present, are shown, discuss and practice the skills required to effectively communicate. They learn and practice skills to create a climate of open communication, they practice and get feedback about managing their nonverbal behaviors, they practice developing clear and specifically targeted messages that address the needs of the recipients, and they experience and practice the art of two-way communication. Even your most experienced leaders profit from the skill practice that occurs here.

Course Objectives:

Upon completion of this course on Fundamental Skills of Communicating, you will be able to:

See that communication is a two-way process. Construct clear, concise messages.
Discriminate between a message that is clear and concise and one that is not.
Create messages that are in the interest of the receiver.
Make use of nonverbal factors to reinforce the intent of your message.
Listen actively to improve communication.
Use feedback as a primary tool in overcoming barriers to communication.

3) Developing Performance Goals and Standards
(Delivery Options Available: Classroom/Online)

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Collaboratively developing these goals and standards is critical. Do that that involving them from the start, negotiating goals and standards that meet both the organizational needs and the needs of the person, and ensuring the goals and standards are SMART. Listen, read, watch, then do and get feedback. Then practice with feedback again to really acquire the skills.

Course Objectives:

When you have completed this course on Coaching for Improved Performance, you will be able 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.
Monitor team members' progress toward their goals by holding individual review meetings.

4) Coaching Job Skills
(Delivery Options Available: Classroom/Online)

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Learn and practice and develop specific skills needed to effectively coach someone to success in a project or a skill. It's a step by step process that really works.

Course Objectives:

When you have completed this course on Coaching for Improved Performance, you will be able 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 the team member in the coaching process by asking questions and encouraging feedback.
Establish effective controls by setting up a review. Most often, more than one coaching session is needed to improve performance.

5) Delegation
(Delivery Options Available: Classroom/Online)

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Delegation is one of the most powerful motivators the leader can use. Accomplished with skill, the team member is motivated, is collaborative, and is actively engaged in ensuring the success of the project task. Learn and practice the skills to get the team members involved in the process. Clarifies the why, when and what to delegate, and then dives into the how with lots of practice.

Course Objectives:

Upon completion of the Delegating Effectively course, you will be able 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.
Improve your team members' skills and expand their horizons on the job.
Encourage team member participation and involvement through proper delegating methods.
Specify a team member's responsibility for a delegated task as well as establish a team member's authority for the task with those affected.
Develop a plan to monitor progress through feedback and review.

6) Improving Work Habits
(Delivery Options Available: Classroom/Online)

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These skills are some of the most used. If you ever have people who show up late for work, have hygiene problems, refuse to wear safety equipment, have excessive absenteeism, leave for home early, etc., you need the specific skills to deal with these issues before they become a disciplinary problem or severely impact employee morale. Participants learn and practice the skills to simultaneously maintain and enhance their team member's self esteem, while dealing with these difficult situations effectively, getting the active participation of the team member in discussing both the problem and possible solutions, and finally in agreeing to a specific plan with time-lines in it.

Course objectives:

When you have completed the Using Positive Discipline course, you will be able to:

Distinguishing between job performance and work habits.
Understanding the importance of dealing with unsatisfactory work habits early, before they require disciplinary action.
Explaining clearly and specifically to a team member the nature of his/her unsatisfactory work habits, focusing on behavior rather than personality or attitude.
Involving the team member in the process of correcting the unsatisfactory behavior through an interactive process which maintains the team member's self-esteem.
Increasing tem member accountability by getting team member commitment to a clear plan of action and by reviewing progress regularly.

7) Effective Discipline
(Delivery Options Available: Classroom/Online)

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This module provides the tools necessary to dramatically reduce problem behaviors. By involving team members in performance discussions and gaining their commitment to behavioral change, managers can turn a potentially negative interaction into a positive developmental step. Leaders develop the skills needed to address problem behavior while preserving the individual's self-respect. That encourages the best kind of discipline - self-discipline.

Course Objectives:

When you have completed the Using Positive Discipline course, you will be able to:

Use techniques of positive discipline to reduce and redirect problem behavior by people who report to you.
Communicate in terms of behavior rather than perception or opinions.
Avoid getting entangled in personal areas that generate defensiveness and lead away from lasting solutions.
Recognize how important team member participation is in defining problems and their solutions.
Develop skills necessary to encourage meaningful participation.
Conclude disciplinary interviews with plans that work toward improved performance.
Issue formal warnings in keeping with your organization's policies.
Develop plans for follow-up to make sure that the problem is resolved.

8) Managing Complaints
(Delivery Options Available: Classroom/Online)

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Participants learn to appreciate complaints for the opportunities they provide. More importantly, they learn and practice the skills necessary to leave the complainer feeling good about themselves, feeling involved and valued and feeling motivated.

Course Objectives:

Once you have completed the Dealing with Complaints course, you will be able to:

Understand why all team member 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.

9) Supporting Change
(Delivery Options Available: Classroom/Online)

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Every organization goes through change, and it sometimes seems that it comes more and more rapidly each year. Participants learn the specific skills necessary to deal with the fear and unsettlement of change, and to provide the necessary support to their team.

Course Objectives:

When you have Preparing for Change, you will be able to:

View change and the anxiety it can cause team members as natural and inevitable parts of organizational life that can be dealt with through effective leadership.
Understand the importance of planning change carefully, so as to give team members adequate time to provide input and accustom themselves to the change.
Better assist your team members' adjustment to change by being well informed and by clearly explaining the reasons for change.
Involve team members in the process of change by encouraging them to ask questions and voice opinions and by responding fully and honestly.
Ask your team members to make an effort to accommodate to the change.
Follow up on the initial meeting to make sure the process of adjustment to the change is going forward.

10) Resolving Conflicts
(Delivery Options Available: Classroom/Online)

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When two team members are involved in a conflict, it can be disruptive to the entire organization. These specific skills depict a step by step process to defuse the anger and move toward joint collaboration in finding a solution.

Course Objectives:

When you complete Dealing with Conflicts, you will be able to:

Distinguish between the two main causes of team member conflicts: Personality clashes and work structure problems.
Be aware of the positive and negative byproducts of conflicts on the job.
Accept conflict as an inevitable part of all work situations, one that must be dealt with, not ignored.
Establish a cooperative atmosphere in which to resolve conflicts when they arise.
Help team members involved in conflicts, to understand each other's point of view.
Lead team members to agree on facts. Help team members to agree on a solution.

11) Providing Performance Feedback
(Delivery Options Available: Classroom/Online)

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No skills give more return upon investment. A thermostat is effective because it keeps the temperature within a range. Effective and ongoing feedback, accomplished with the right set of skills, accomplishes the same thing with work-related behaviors.

Course Objectives:

When you complete Dealing with Conflicts, you will be able to:

Base assessments on facts and behavior.
Assess performance.
Use positive performance feedback to encourage self-motivation of team members.
Gain team member participation in assessment.
Gain team member agreement with the assessment.
Gain team member commitment to the change needed to improve performance.

12) Communicating Up
(Delivery Options Available: Classroom/Online)

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Ask the boss of any participant who has attended this training what they notice most about the change in the graduate. Almost always, the boss points to these skills. In this module, participants learn the importance of proactivity...identifying and finding solutions to the problems they face, and then taking their ideas...the problems with a discussion of possible solutions and a recommendations and even some action implementers thrown in for good measure...to the boss.

Course Objectives:

When you complete Dealing with Conflicts, you will be able to:

Understand the importance of framing all communication with your manager in terms of his/her self-interest.
Enter meeting with your manager armed with a well-thought-out and clearly stated objective.
Clearly link your objective with facts that support your plans and goals.
Work with your manager to uncover any questions or reservations he/she may have concerning your message.
Move conversations toward agreement using questions that focus on benefits to be gained when your objective is reached.
Clearly and concisely restate the decisions that result from communication with your manager and insure that those decisions are mutually understood.

Winning Through Customer Service

(Delivery Options Available: Classroom/Online)

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Case Study

Curriculum

This program was developed to do what the title suggests: Win more business through excellent customer service. This sales and service program utilizes a variety of interactive training methods to target the skills, behaviors, and attitudes that have the greatest impact on understanding the customer and providing solutions. This unique approach allows you to customize your customer service training with both classroom and Internet-based training options. We show you how by giving you the instructions you need to “bridge” the mix. In addition, the program includes the identification of essential behavioral/communication styles that will help your representatives understand their customers’ individual styles and needs.

Winning Through Customer Service will enable participants to:

Demonstrate professionalism on the job while building a proactive, problem-solving culture.
Use essential communication skills in dealings with customers.
Recognize characteristics of human behavioral style and opportunities to adapt to their personal style.
Identify and utilize a structured process/model for conducting customer service transactions.
Master strategies for dealing appropriately with difficult customer situations.