Leadership Training. Ellie Wood Daquan Proctor

Size: px
Start display at page:

Download "Leadership Training. Ellie Wood Daquan Proctor"

Transcription

1 Leadership Training Ellie Wood Daquan Proctor

2 How Would You Define Leadership?

3 Let s Define Leadership Definition: Leadership is a process of social influence, which maximizes the efforts of others, towards the achievement of a goal. Key Points: Social influence, not authority or power. Those you lead work with you, not for you. Common goal Personality traits, attributes, and title are irrelevant. Many different approaches are successful.

4 Leadership Quotes Activity

5 Quote #1 Before you are a leader, success is all about growing yourself. When you become a leader, success is all about growing others. Jack Welch

6 Quote #2 You don t need a title to be a leader. Multiple Attributions

7 Quote #3 The most dangerous leadership myth is that leaders are born-that there is a genetic factor to leadership. That s nonsense; in fact, the opposite is true. Leaders are made rather than born. Warren Bennis

8 Quote #4 He who has never learned to obey cannot be a good commander. Aristotle

9 Quote #5 A ruler should be slow to punish and swift to reward. Ovid

10 Quote #6 Leadership is the capacity to translate vision into reality. Warren Bennis

11 Conflict Resolution

12 Conflict Resolution: 5 Steps Identify the source of the conflict a. Ask a series of relevant questions i. Every perspective. ii. Listen and asks questions only. iii. Encourage them to continue to open up to you.

13 Conflict Resolution: 5 Steps Look beyond the incident a. Often the situation isn t the actual cause of the conflict i. Was this something minor that has festered and is now an issue? ii. Is this conflict due to an underlying issue?

14 Conflict Resolution: 5 Steps Request solutions a. Ask the people involved in the conflict for resolution ideas. b. Be aware of tone, verbal cues, and body language. c. Be willing to guide them through forming a solution and make them aware of the boundaries and constraints.

15 Conflict Resolution: 5 Steps Identify solutions everyone can support a. This is where you working with all of those involved to compromise and produce a reasonable solution b. Do not make the agreement for them. Guide them towards a fair solution.

16 Conflict Resolution: 5 Steps Agreement a. Have all involved agree to one solution and shake hands once

17 Conflict #1 Ethyl is part of a design brainstorming session. When trying to convey her ideas, several mentors sit off in a corner and ignore her ideas, while designing their own robot. Ethyl brings this problem to your attention. What should you do as a leader?

18 Conflict #2 Two best friends aren t talking because one friend told the other friend s secret to the entire robotics team. The friends are the primary members of the drive team and competition is coming up in two days. As a leader on the team, how do you resolve the issue?

19 Conflict #3 One team member neglects their work and decides to socialize with other subteams and distract his teammates. The team has very important deadlines to meet across the board. What would you do as a team leader?

20 Commitment and Personal Accountability What makes a leader respectable? 1) Following your own rules 2) Providing support instead of criticism 3) Never talking down- always be humble. How do you define taking initiative? 1) Punctuality 2) Always doing what s right, even if it s harder 3) Volunteering to do the jobs no one else wants to do 4) Be curious: If you don t know the answer to a question, find it.

21 Food for Thought Think: What promise are you making to the team as a leader?

22 Connecting Different Personalities As a leader, your job is to bring diverse personalities together to achieve a common goal. Well how do we connect with people that we can t easily relate to? 1) Smile 2) Use some ice breakers. 3) Find something relatable. But NEVER relate over something negative.

23 Conversability Activity It Is Time For An Activity! Directions: 1. Stand up and make two lines. 2. We ll ask you a question that you can use to talk to somebody. Then we ll leave you on your own to hold your own conversations. 3. Your goal is to fill an entire minute talking about the question together.

24 Polly Positive In most cases the attitude of the team s leaders sets the mood for the entire team.

25 Polly Positive: Tips Easy ways to keep things positive Greet your members Be understanding of mistakes Reinforce what you were looking for in a nice way Be approachable to everyone Have a sense of humor, role with the punches Give compliments where they are deserved or needed SMILE!!! :) Wrap up the meeting or task in a positive manner

26 What are goals? Goals: The object of a person's ambition or effort; an aim or desired result. Long Term Goals: 10-year, 5-year and 1-year goals Short Term Goals: Goals for the next 9 months, 6 months and 3 months Immediate Goals: 1-30 days from now

27 #GOALS and ROBOTICS If you are to be an effective leader, you must set goals to lead your team towards Set goals that lead not only you but your team as well Your goals should vary from long-term to short-term and encompass a wide variety of topic If you don t reach your goals take time to review with your team why you didn t reach your goals and what you can improve upon for the future Goals aren t set in stone. Be flexible with your goals and work around obstacles.

28 Questions????

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Leadership at All Levels. Presented to Avera Pace Conference by Veronnica J. Smith, FACHE May 2012

Leadership at All Levels. Presented to Avera Pace Conference by Veronnica J. Smith, FACHE May 2012 Leadership at All Levels Presented to Avera Pace Conference by Veronnica J. Smith, FACHE May 2012 Who is a leader? What is Leadership? Where every employee does what it takes to help the organization reach

More information

Picture yourself in a meeting. Suppose there are a dozen people

Picture yourself in a meeting. Suppose there are a dozen people 1 WHAT IS ACCOUNTABILITY, REALLY? Hypocrisy exists in the space between language and action. Picture yourself in a meeting. Suppose there are a dozen people seated around a table and someone says, I m

More information

Customer Service and Communication. Bringing service to the next level

Customer Service and Communication. Bringing service to the next level Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park

More information

Working in a Customer Service Culture

Working in a Customer Service Culture Working in a Customer Service Culture Customer service skills course designed for participants in the Senior Community Service Employment Program. You can find the student guide to this course located

More information

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE Performance standards have been developed for all Fairfield Public Schools Technology Department team members to follow.

More information

Working with People in a Technical World. Lecture 3

Working with People in a Technical World. Lecture 3 Working with People in a Technical World Lecture 3 Working with People in a Technical World Learn about some job roles and responsibilities of those who sell, fix, or support personal computers Learn what

More information

The Good Roommate Guide

The Good Roommate Guide The Good Roommate Guide Contents: p. 2 COMMUNICATING WITH YOUR ROOMMATE 101 p. 3 IDENTIFYING COMMUNICATION STYLES p. 4 TOP 10 TIPS FOR HEALTHY RELATIONSHIP p. 5 10 EFFECTIVE WAYS TO HANDLE CONFLICT p.

More information

The Basic Principles Of TEAMWORK

The Basic Principles Of TEAMWORK The Basic Principles Of TEAMWORK We re All In This Together Team Training The Value of Teamwork Traits of High-Performance Teams Develop Your Team s Success Factors Ideas for Team Roles SMART Goal Setting

More information

The Competent Communicator Manual

The Competent Communicator Manual The Competent Communicator Manual Speech 1: The Ice Breaker For your first speech project, you will introduce yourself to your fellow club members and give them some information about your background,

More information

Creating Agreement in Special Education

Creating Agreement in Special Education Creating Agreement in Special Education Presented by The Office for Dispute Resolution About this training Based on collaborative work of CADRE and the IDEA Partnership along with numerous cross stakeholder

More information

Copyright 2015 Dave Hill Speaks LLC Dallas TX Web: www.davehillspeaks.com Phone: (972) 347-0507

Copyright 2015 Dave Hill Speaks LLC Dallas TX Web: www.davehillspeaks.com Phone: (972) 347-0507 Copyright 2015 Dave Hill Speaks LLC Dallas TX Web: www.davehillspeaks.com Phone: (972) 347-0507 Copyright 2015 Dave Hill Speaks LLC. Page 1 Web: www.davehillspeaks.com KEY #1 WHAT ARE SOME OF THE FORUMS

More information

Leadership. D e v e l o p m e n t Your Guide to Starting a Program

Leadership. D e v e l o p m e n t Your Guide to Starting a Program Leadership D e v e l o p m e n t Your Guide to Starting a Program This publication is produced by the Leadership Education and Training Division of Rotary International. If you have questions or comments,

More information

and Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health

and Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health and Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health Service Excellence is a copyright of Enspiron and SFDPH Employee

More information

SENIOR SYSTEMS ADMINISTRATOR

SENIOR SYSTEMS ADMINISTRATOR Page 1 SENIOR SYSTEMS ADMINISTRATOR CHARACTERISTICS OF WORK: The positions in this job family are responsible for the on-going monitoring, maintenance, and administration of free-standing or networked

More information

How To Be A Successful Customer Service Member At Walter'S Health Care Insurance

How To Be A Successful Customer Service Member At Walter'S Health Care Insurance TASK I: Communication and Cultural Competence Module A: Customer Service California WIC Training Manual 6/1/2010 Task I/Module A Page i TABLE OF CONTENTS OVERVIEW..... 1 What Is Customer Service?......

More information

County of Yuba Customer Service Examination Study Guide

County of Yuba Customer Service Examination Study Guide County of Yuba Customer Service Examination Study Guide The following study guide will familiarize and assist you with preparing for a written examination containing multiple-choice customer service items.

More information

North Dakota Human Resource Management Services Performance Evaluation

North Dakota Human Resource Management Services Performance Evaluation North Dakota Human Resource Management Services Performance Evaluation Performance Evaluation is a multi-purpose tool used to: Measure actual performance against expected performance Provide an opportunity

More information

Your guide to. Communicating with people with a learning disability

Your guide to. Communicating with people with a learning disability Your guide to Communicating with people with a learning disability About this guide This guide is designed to provide a brief introduction to communication, and the problems faced by someone with a learning

More information

ASCA Correlations for Roads to Success Grades 7-8

ASCA Correlations for Roads to Success Grades 7-8 ASCA Correlations for Roads to Success Grades 7-8 Roads to Success Curriculum Correlation with ASCA Career Development Standards Discover how the Roads to Success curriculum meets the career development

More information

The Comprehensive Interview

The Comprehensive Interview Uncovering the Real Candidate Behind the Interview Persona Janna Mansker Kelly Land www.berkeassessment.com The Comprehensive Interview When sitting across the table from a candidate during an interview,

More information

Leading and Motivating as a Manager

Leading and Motivating as a Manager Leading and Motivating as a Manager Overview Ten keys to leading and motivating the people you manage. Find out what motivates the people who report to you Hire and keep people who are good at the work

More information

Part 5. Dinosaur School Notes to Teachers. 1. Introduction. 2. Iguanodon Unit: How to be Successful in School

Part 5. Dinosaur School Notes to Teachers. 1. Introduction. 2. Iguanodon Unit: How to be Successful in School Part 5 Dinosaur School Notes to Teachers 1. Introduction 2. Iguanodon Unit: How to be Successful in School 3 & 4. Triceratops Unit: Detecting, Understanding and Talking About Feelings 5. Stegosaurus Unit:

More information

Top 10 Tips for Work Readiness

Top 10 Tips for Work Readiness Top 10 Tips for Work Readiness Simple, Practical, Easy-to-Use, Reproducible For Free Lesson Downloads, visit www.careersolutionspublishing.com Each CD Covers an Essential Work Readiness Topic 10 lessons

More information

10 Customer Service Activities To Supercharge Your Team. Written by: Jeff Toister, CPLP

10 Customer Service Activities To Supercharge Your Team. Written by: Jeff Toister, CPLP 10 Customer Service Activities To Supercharge Your Team Written by: Jeff Toister, CPLP Table of Contents Introduction 3 Exercise 1: Helping Customers Be Right 4 Exercise 2: Customer Complaints 5 Exercise

More information

Discussing Bullying Behaviors with Teens: Tips for Adults at School and Home

Discussing Bullying Behaviors with Teens: Tips for Adults at School and Home Discussing Bullying Behaviors with Teens: Tips for Adults at School and Home Bullying is a common problem affecting youth of all ages and it can have a negative impact on every student, as well as the

More information

TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM WHERE LEADERS ARE MADE. Rev. 2/2013

TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM WHERE LEADERS ARE MADE. Rev. 2/2013 TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM Rev. 2/2013 WHERE LEADERS ARE MADE TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM TOASTMASTERS INTERNATIONAL P.O. Box 9052 Mission Viejo,

More information

Objectives: To develop the coaching and leadership skills necessary to drive sales performance in the branch

Objectives: To develop the coaching and leadership skills necessary to drive sales performance in the branch Successful Sales Leadership I for Branch Managers This three-day course teaches the branch managers how to focus on the activities that drive sales performance. Lead your team to meet the desired strategic

More information

YOUTH SOCCER COACHES GUIDE TO SUCCESS Norbert Altenstad

YOUTH SOCCER COACHES GUIDE TO SUCCESS Norbert Altenstad The Reason Why Most Youth Soccer Coaches Fail Lack of knowledge to make and keep practice fun and enjoyable for the kids is really the primary cause for failure as a youth soccer coach, it s sad. It s

More information

COMPETENT COMMUNICATION MANUAL (NEW)

COMPETENT COMMUNICATION MANUAL (NEW) Project #1: THE ICE BREAKER Executive Summary: For your first speech project, you will introduce yourself to your fellow club members and give them some information about your background, interests and

More information

ONTARIO NURSES ASSOCIATION. The Mentor Toolkit. Updated March 2013

ONTARIO NURSES ASSOCIATION. The Mentor Toolkit. Updated March 2013 ONTARIO NURSES ASSOCIATION The Mentor Toolkit Updated ONA is the union representing 60,000 registered nurses and allied health professionals and more than 14,000 nursing students providing care in hospitals,

More information

TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM WHERE LEADERS ARE MADE. Rev. 3/2015

TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM WHERE LEADERS ARE MADE. Rev. 3/2015 TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM Rev. 3/2015 WHERE LEADERS ARE MADE TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM TOASTMASTERS INTERNATIONAL P.O. Box 9052 Mission Viejo,

More information

Basic Communication Skills for Coaches

Basic Communication Skills for Coaches Basic Communication Skills for Coaches Edmond Otis BS, MS, MFT Senior Lecturer in Health and Sport Science EIT - Eastern Institute of Technology eotis@eit.ac.nz or 06 974 8000 x 5413 Always remember that

More information

5 Myths about Leading Virtual Teams

5 Myths about Leading Virtual Teams 5 Myths about Leading Virtual Teams By Gihan Perera www.gihanperera.com The workplace of the 21 st century has changed, with more telecommuting, outsourcing, and globally dispersed teams. As a result,

More information

Creating Effective Law Firm Vision and Mission Statements

Creating Effective Law Firm Vision and Mission Statements Creating Effective Law Firm Vision and Mission Statements I. Introduction to Vision and Mission Statements Feeling overwhelmed and out of control in your law practice? Don t let your practice be controlled

More information

communication Tips for successful communication at all stages of Alzheimer's disease

communication Tips for successful communication at all stages of Alzheimer's disease communication Tips for successful communication at all stages of Alzheimer's disease Communication and dementia As the disease progresses, the communication skills of a person with Alzheimer's disease

More information

Financial Freedom: Three Steps to Creating and Enjoying the Wealth You Deserve

Financial Freedom: Three Steps to Creating and Enjoying the Wealth You Deserve Financial Freedom: Three Steps to Creating and Enjoying the Wealth You Deserve What does financial freedom mean to you? Does it mean freedom from having to work, yet still being able to enjoy life without

More information

Setting and Keeping Boundaries

Setting and Keeping Boundaries Setting and Keeping Boundaries Adfam website download What are boundaries? One definition of a boundary is a limit on what is reasonable. Effective boundaries are the foundation of all healthy relationships;

More information

OPTIMIZING YOUR WOW FACTOR OPPORTUNITIES THROUGH CLIENT RELATIONSHIP BUILDING

OPTIMIZING YOUR WOW FACTOR OPPORTUNITIES THROUGH CLIENT RELATIONSHIP BUILDING OPTIMIZING YOUR WOW FACTOR OPPORTUNITIES THROUGH CLIENT RELATIONSHIP BUILDING Optimizing Your WOW Factor Opportunities through Client Relationship Building Created & Presented by: Christine M. Sullivan,

More information

How To Be A Team Member

How To Be A Team Member The following rating descriptions are examples of the behaviors employees would be demonstrating at each of the four levels of performance. These examples should assist the supervisor and employee during

More information

Phones. Step 1 Learn. Your Passport to Professionalism: Module 5. Steps in this module: Introduction. Module 5: Phones 1

Phones. Step 1 Learn. Your Passport to Professionalism: Module 5. Steps in this module: Introduction. Module 5: Phones 1 Module 5: Phones 1 Your Passport to Professionalism: Module 5 Phones Steps in this module: 1. Learn: Read the following 6-page document. 2. Go to Earn Your Stamp and complete the reflection activity. Step

More information

Topic 1 Customer Relations and Rapport. Customer Service Versus Customer Relations

Topic 1 Customer Relations and Rapport. Customer Service Versus Customer Relations Topic 1 Customer Relations and Rapport Customer Service Versus Customer Relations Customer Service Versus Customer Relations Customer service and customer relations Customers and clients Business relationships

More information

The Little Red Book of Selling By Jeffrey Gitomer

The Little Red Book of Selling By Jeffrey Gitomer The Little Red Book of Selling By Jeffrey Gitomer Why do people buy? is a thousand times more important than How do I sell? 1. I like my sales rep. Liking is the single most powerful element in a sales

More information

Goal Setting & Work. Shasta County Health and Human Services Agency Department of Social Services CalWORKs Employment Services Program

Goal Setting & Work. Shasta County Health and Human Services Agency Department of Social Services CalWORKs Employment Services Program What s in your tool kit? Goal Setting & Work Shasta County Health and Human Services Agency Department of Social Services CalWORKs Employment Services Program Goal Setting & Work 11/08 Goal Setting Action

More information

www.mastersguilduniversity.com Buyer Prospect Counseling

www.mastersguilduniversity.com Buyer Prospect Counseling Buyer Prospect Counseling 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 Buyer Prospect Counseling Scripts I. Educating on the process PRIOR to showings A. What do your personality types need? As we re previewing

More information

WHAT SKILLS DO EMPLOYERS WANT

WHAT SKILLS DO EMPLOYERS WANT Discovering Skills to Succeed in a Job WHAT SKILLS DO EMPLOYERS WANT Everyone talks about skills but, what are they and what do they mean? People skills: Teamwork; Leadership; Interpersonal Skills; oral

More information

The ins and outs. of successful. leadership. Helping you to be a more effective leader

The ins and outs. of successful. leadership. Helping you to be a more effective leader The ins and outs of successful leadership Helping you to be a more effective leader What does your team expect from their leader? Someone who high-fives everyone from the post boy to the CEO on his way

More information

Learn How to Set and Achieve Your Goals

Learn How to Set and Achieve Your Goals Create a definite plan for carrying out your desire and begin at once, whether you are ready or not, to put this plan into action. Personal Goal Setting Find direction. Live your life your way. Goal setting

More information

Terminology and Scripts: what you say will make a difference in your success

Terminology and Scripts: what you say will make a difference in your success Terminology and Scripts: what you say will make a difference in your success Terminology Matters! Here are just three simple terminology suggestions which can help you enhance your ability to make your

More information

Leadership, Attitude, Performance...making learning pay!

Leadership, Attitude, Performance...making learning pay! AP Leadership, Attitude, Performance...making learning pay! Customer Relations LAP 2 Performance Indicator: CR:016 Know When to Hold Em Nature of Customer Relationship Management Built to last Keep em

More information

Accessible Customer Service. Guide. Providing Services to People with Disabilities

Accessible Customer Service. Guide. Providing Services to People with Disabilities Accessible Customer Service Guide Providing Services to People with Disabilities January 1, 2012 As required by law under Section 6 of the Accessibility for Ontarians with Disabilities Act, Accessible

More information

Do You Make These 5 Most Common Mistakes in Managing Multiple Projects? Learn how to avoid them.

Do You Make These 5 Most Common Mistakes in Managing Multiple Projects? Learn how to avoid them. The most practical project management software Do You Make These 5 Most Common Mistakes in Managing Multiple Projects? 5 proven strategies Have you ever wondered why some managers seem to be natural born

More information

HOW TO SOLVE DAILY LIFE PROBLEMS. The Steps to Solving Daily Life Problems

HOW TO SOLVE DAILY LIFE PROBLEMS. The Steps to Solving Daily Life Problems HOW TO SOLVE DAILY LIFE PROBLEMS Everyone has problems in their life. For the most part, we are able to quickly solve them without much trouble at all. We either come up with a quick solution or use a

More information

Sample Behavioural Questions by Competency

Sample Behavioural Questions by Competency Competencies that support LEADING PEOPLE Change Leadership Please tell us about a time when you led a significant change in your organization and how you helped others to deal with the change. Tell me

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE Introduction THE SERVICE GAP The vast majority of people are not experiencing great service. Nearly a third of consumers believe that businesses are now

More information

Today s Professional Teller

Today s Professional Teller As the face of the credit union, you must keep in mind the needs of the members at all times. The United States is facing a crisis of confidence in all financial institutions. As a credit union employee

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved.

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved. 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 2013 salesforce.com, inc. All rights reserved. > Intro INTRODUCTION The vast majority of people are not experiencing great service. Nearly a third of

More information

Assertiveness at Work. Delegate Manual SAMPLE PAGES

Assertiveness at Work. Delegate Manual SAMPLE PAGES Assertiveness at Work Delegate Manual SAMPLE PAGES WORKSHOP OUTLINE 9.30 Introduction and Setting the Scene Knowledge / Skill Checklist Ice Breaker: Getting to Know You What Do You Want To Get Out of Today?

More information

Asset Management and Consulting Services Corporate Culture

Asset Management and Consulting Services Corporate Culture Asset Management and Consulting Services Corporate Culture In The Book of Virtues Bill Bennett says, Work is effort applied towards some end. The most satisfying work involves directing our efforts towards

More information

Client Relationship Management. LIA Cork 9 th September 2008. Eanna McCloskey Wealth Options Ltd. Know your customer. Definition. Know your customer

Client Relationship Management. LIA Cork 9 th September 2008. Eanna McCloskey Wealth Options Ltd. Know your customer. Definition. Know your customer Eanna McCloskey Wealth Options Ltd. Client Relationship Management LIA Cork 9 th September 2008 Definition Knowledge of your CUSTOMER, his/her needs, wants and motives Appreciation of the length, width

More information

Sample Process Recording - First Year MSW Student

Sample Process Recording - First Year MSW Student Sample Process Recording - First Year MSW Student Agency: Department of Social Services Client System: Claudia Jones, age 22, unemployed single mother Date: February 22, 20xx Presenting Issues: Client

More information

Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting. Sales. Training.

Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting. Sales. Training. Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting Sales Training Support Getting Real Support: Vendor Value and Quality Checklist An enterprise

More information

Business Mastery: Smart Strategies Every Business Owner Needs to Promote, Protect and Prosper

Business Mastery: Smart Strategies Every Business Owner Needs to Promote, Protect and Prosper Business Mastery: Smart Strategies Every Business Owner Needs to Promote, Protect and Prosper Susan Wilson Solovic Sponsored by: AT&T 2012 Susan Wilson Solovic, all rights reserved Business Mastery: Smart

More information

Professional Telephone Courtesy Guide

Professional Telephone Courtesy Guide Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...

More information

Onboarding and Engaging New Employees

Onboarding and Engaging New Employees Onboarding and Engaging New Employees Onboarding is the process of helping new employees become full contributors to the institution. During onboarding, new employees evolve from institutional outsiders

More information

The Four Frames Principal Entry Plan

The Four Frames Principal Entry Plan The Four Frames Principal Entry Plan Adapted from LIFT, LAUNCH, & CLASS 2005 DEVELOPING A PRINCIPAL ENTRY PLAN All successful leaders have plans. They modify and redirect their plans as needed in order

More information

Customer Service Training

Customer Service Training W A S H I N G T O N S T A T E D E P A R T M E N T O F H E A L T H W I C P R O G R A M Customer Service Training - 1 - This institution is an equal opportunity provider. Washington WIC Nutrition Program

More information

What is emotional intelligence?

What is emotional intelligence? What is emotional intelligence? Emotional intelligence is the ability to identify, use, understand, and manage your emotions in positive and constructive ways. It's about recognizing your own emotional

More information

4 Leadership Competencies Associated with Executive Coaching

4 Leadership Competencies Associated with Executive Coaching Leadership Competencies Associated with Executive Coaching 4 Leadership Competencies Associated with Executive Coaching Executive Coaching is an active, one-on-one, collaborative professional development

More information

Coaching for Improved Work Performance. How to get better results from your employees.

Coaching for Improved Work Performance. How to get better results from your employees. Coaching for Improved Work Performance How to get better results from your employees. Believing the Right Things Purpose: learn how to be more successful as manager of people Specifically: to learn how

More information

INTRODUCTION. Page no : 01 10 Tips for Improving Help Desk Service Experience

INTRODUCTION. Page no : 01 10 Tips for Improving Help Desk Service Experience INTRODUCTION It doesn t matter whether you re an enterprise with thousands of customers or a small business with just a handful of employees. It doesn t matter if your help desk is internally or externally

More information

How to Study Mathematics Written by Paul Dawkins

How to Study Mathematics Written by Paul Dawkins How to Study Mathematics Written by Paul Dawkins Before I get into the tips for how to study math let me first say that everyone studies differently and there is no one right way to study for a math class.

More information

TELEPHONE SKILLS & TELEPHONE SALES

TELEPHONE SKILLS & TELEPHONE SALES TELEPHONE SKILLS & TELEPHONE SALES You never get a second chance to make a first impression! Do you want to add new customers and increase sales? Viable solutions, such as database software packages, employee

More information

Executive Assistant to CEO

Executive Assistant to CEO JOB DESCRIPTION FOR THE POSITION OF Executive Assistant to CEO Incumbent: Vacant Date developed: September 2012 Date last updated: May 2013 To provide high level administrative and secretarial support

More information

Successful Negotiation Strategies for Women in the Workplace. Stephanie K. Eberle, M.Ed School of Medicine Career Center

Successful Negotiation Strategies for Women in the Workplace. Stephanie K. Eberle, M.Ed School of Medicine Career Center Successful Negotiation Strategies for Women in the Workplace Stephanie K. Eberle, M.Ed School of Medicine Career Center Is it sexism? Progress: 7 female CEOs 51.6% of medical scientists, 44.4 % of biological/life

More information

Job Description. About Best Union Group

Job Description. About Best Union Group Job Description Title: Support Desk Analyst Status: Full Time Salary Level: Salaried FLSA Classification: Exempt Location: Orlando Department: Operations - Software Support Supervisor: Team Leader - Software

More information

How to Analyze a Bible Passage

How to Analyze a Bible Passage How to Analyze a Bible Passage The kind of study that can help you examine a small passage of Scripture is called analytical Bible study. Analytical Bible study gives you a detailed view of a Bible book.

More information

SUGGESTIONS FOR WORKING WITH STUDENTS WITH AUTISM SPECTRUM DISORDERS (ASD) Provided for Information and sharing only

SUGGESTIONS FOR WORKING WITH STUDENTS WITH AUTISM SPECTRUM DISORDERS (ASD) Provided for Information and sharing only SUGGESTIONS FOR WORKING WITH STUDENTS WITH AUTISM SPECTRUM DISORDERS (ASD) Provided for Information and sharing only 1. I have attached an informational handout about autism spectrum disorders and the

More information

Performance Management Handbook. City of American Canyon

Performance Management Handbook. City of American Canyon Performance Management Handbook City of American Canyon 1 TABLE OF CONTENTS Introduction 1 Background on performance management City Core competencies Performance management model Development of the Core

More information

Example Interview Transcript

Example Interview Transcript Ms Bossy DeBoss Namey Mc Name Thank you for coming to see us for your interview today, Namey. How was your journey, did you have any trouble finding us? My journey was fine thank you, Ms DeBoss. The instructions

More information

AD-AUDIT BRANCH MANAGER

AD-AUDIT BRANCH MANAGER Page 1 AD-AUDIT BRANCH MANAGER CHARACTERISTICS OF WORK: This position involves professional accounting and auditing work at an administrative level within the Department of Audit. Incumbent reviews all

More information

Feedback. Introduction: (10 Minutes)

Feedback. Introduction: (10 Minutes) 1 Feedback Introduction: (10 Minutes) Good coaches are masters at giving and receiving feedback. They are continuously observing their players in action, analyzing their movements, and providing verbal

More information

lesson 1 BibLe The Source of Wisdom STEP 1. STEP 2. Bible Learning (15 20 minutes) STEP 3. Bible Application (5 10 minutes) STEP 4.

lesson 1 BibLe The Source of Wisdom STEP 1. STEP 2. Bible Learning (15 20 minutes) STEP 3. Bible Application (5 10 minutes) STEP 4. Unit 25 Theme: lesson 1 Choosing and Losing The Source of Wisdom STEP 1. Life Need Discuss values. Optional: Conduct an unfair obstacle course. Optional: blindfolds, chairs, books, table, etc., for obstacle

More information

HIRING THE RIGHT PERSON FOR THE JOB. Disclaimer. Culture. 17 TH Annual Snow & Ice Symposium Columbus, OH

HIRING THE RIGHT PERSON FOR THE JOB. Disclaimer. Culture. 17 TH Annual Snow & Ice Symposium Columbus, OH HIRING THE RIGHT PERSON FOR THE JOB Patrick McGuiness Disclaimer The Real Disclaimer: This presentation contains information about employment law matters for informational purposes only. It is NOT legal

More information

12 Step Goal-Setting Process

12 Step Goal-Setting Process 12 Step Goal-Setting Process 1 Decide exactly what you want in every key area of your life. Start off by Idealizing. Imagine that there are no limitations on what you can be, have or do. Imagine that you

More information

PERFORMANCE DESCRIPTORS SOCIAL EMOTIONAL LEARNING. Grades 1-5

PERFORMANCE DESCRIPTORS SOCIAL EMOTIONAL LEARNING. Grades 1-5 PERFORMANCE DESCRIPTORS SOCIAL EMOTIONAL LEARNING Grades 1-5 1A Identify and manage one s emotions and behavior. Stage A Stage B Stage C 1. Identify emotions (e.g., happy, surprised, sad, angry, proud,

More information

DEVELOPING EFFECTIVE COMMUNICATION SKILLS

DEVELOPING EFFECTIVE COMMUNICATION SKILLS DEVELOPING EFFECTIVE COMMUNICATION SKILLS Being able to communicate effectively with others is important to our psychological well-being for a number of important reasons. Communication allows us to convey

More information

Providing Quality Customer Service

Providing Quality Customer Service Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable

More information

Chapter 17 Customer Service

Chapter 17 Customer Service Chapter 17 Customer Service There is only one boss: the customer. And he can fire everybody from the chairman on down, simply by spending his money elsewhere. -Sam Walton The old adage used to be that

More information

Business Etiquette. Business and Social Manners. Leadership and Development Training

Business Etiquette. Business and Social Manners. Leadership and Development Training Business Etiquette Business and Social Manners Leadership and Development Training The institute experts have many years of experience in effective leadership and development training. We have worked with

More information

Conducting Successful Public Relations & Media Interviews. Rhett Butler Center for Faith-Based and Community Initiatives U.S. Department of Labor

Conducting Successful Public Relations & Media Interviews. Rhett Butler Center for Faith-Based and Community Initiatives U.S. Department of Labor Conducting Successful Public Relations & Media Interviews Rhett Butler Center for Faith-Based and Community Initiatives U.S. Department of Labor Benefits of Media Coverage Greater public awareness makes

More information

Transforming Toxic Employees Into Positive Performers

Transforming Toxic Employees Into Positive Performers Transforming Toxic Employees Into Positive Performers Essential and Effective Management Skills to Improve Employee Performance Edward R. Mitnick, Esq. Just Training Solutions, LLC. All rights reserved.

More information

Leadership Development Handbook

Leadership Development Handbook Leadership Development Handbook Presented by: Langara College Human Resources Prepared by: Jackson Consulting Group Aim of the Handbook is to provide: Leadership Development Handbook - Introduction help

More information

Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved

Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Compliments of Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Introduction In today s world the telephone is one of the most important tools used to do business in

More information

DAY ONE ICE-BREAKERS AND INTRODUCTION. Hello. Name of the activity Objectives

DAY ONE ICE-BREAKERS AND INTRODUCTION. Hello. Name of the activity Objectives DAY ONE ICE-BREAKERS AND INTRODUCTION Hello This will set the tone for the workshop: it is easy and fun, it helps participants to relax and start to get to know each other. 5 minutes None Group work The

More information

How To Communicate Effectively

How To Communicate Effectively A WorkLife4You Guide Communication Skills for Healthy Relationships Communication is vital in creating and maintaining a relationship, whether it be an intimate relationship such as with a partner, child,

More information

WOMEN S RECOVERY CENTER 25 Beulah Road New Britain, Pennsylvania. 18901 VOLUNTEER APPLICATION NAME: DATE: ADDRESS: TELEPHONE: EDUCATION:

WOMEN S RECOVERY CENTER 25 Beulah Road New Britain, Pennsylvania. 18901 VOLUNTEER APPLICATION NAME: DATE: ADDRESS: TELEPHONE: EDUCATION: 25 Beulah Road New Britain, Pennsylvania. 18901 VOLUNTEER APPLICATION NAME: DATE: ADDRESS: TELEPHONE: EDUCATION: WORK EXPERIENCE: 1.) Why do you want to become a volunteer in the Recovery Center? 2.) How

More information

BTEC Level 4 Diploma in Principles of Management & Leadership

BTEC Level 4 Diploma in Principles of Management & Leadership BTEC Level 4 Diploma in Principles of Management & Leadership Duration: 7 Months Part Time Basis Gain professional certification and build credibility as a competent leader in your organisation A certified

More information

Teamwork: Tips for Managers

Teamwork: Tips for Managers Teamwork: Tips for Managers Overview Building, leading and taking care of a team to maximize performance. Fostering teamwork and collaboration The nitty-gritty of leading teams Performance problems Interpersonal

More information

STRONG CULTURES SELL MORE FRANCHISES-PART 1 (Part 1 of 2) Originally Published September 2010 By Evan Hackel

STRONG CULTURES SELL MORE FRANCHISES-PART 1 (Part 1 of 2) Originally Published September 2010 By Evan Hackel STRONG CULTURES SELL MORE FRANCHISES-PART 1 (Part 1 of 2) Originally Published September 2010 By Evan Hackel Every franchise organization has a culture, the same way every person has a personality. If

More information