How to Design an Accelerated Learning Program
This two-day virtual skill-building Accelerated Learning Training workshop is designed to help trainers create more effective participant-centered program content and increase the probability that learning will occur through the facilitation of accelerated participatory learning. It incorporates the UCLA Mastery Teaching Model, recent brain research and accelerated learning principles to provide information about and practice with professional instructional decisions and techniques that research has demonstrated will accelerate and improve adult learning.
During this program, participants will learn and practice applying accelerated learning training skills to meet the needs of learners and effectively achieve the desired results of their training programs.
Different participant-centered accelerated learning activities are used and modeled throughout this skill-building program so that the participants: (1) experience the activities from a participant’s perspective, (2) observe how the activities are facilitated, and (3) design their own accelerated learning activities for their programs.
At the conclusion of the program, the participants will have designed a variety of participant-centered accelerated learning activities to incorporate into their programs.
How to Handle Difficult Customers
It can be hard to stay professional and maintain personal self-control when faced with internal or external customers in difficult or unpleasant situations. This is particularly true when the interaction gets tense, anger flares, voices get raised, and accusations are hurled. It is uncomfortable to be in the hot seat. Yet, at one time or another, we have ourselves been unhappy customers, if not so strident and hostile. We know what we wanted in those situations, and it is no different for our unhappy customers.
Whether the difficult customer is in front of you or on the phone, it is important to know how to calm the interaction and convert it into a mutual problem solving conversation. During this highly interactive virtual 3-hour session, you will affirm the importance of good customer service, regardless of the customer’s behavior; determine what customers are looking for when problems occur; review five steps for handling difficult customers; analyze how to maintain a friendly and professional attitude; acknowledge that a difficult situation exists; calm the customer by questioning and verifying; focus the customer on the problem; and handle the problem or situation.
How to Work It Out So You Don’t Work Each Other Over!
Conflict is not always fun. It can spark creativity, but it can also make life difficult. It can harm relationships, both at work and at home. Conflict can make you feel uncertain and unsafe. But we have choices regarding how we respond to and manage conflict in our lives. The conflict management strategy you learned and have used for years may not be helping you when you find yourself in a conflict situation. Wouldn’t it be nice to know that there are other ways to handle conflict?
You will leave this highly interactive virtual 3-hour session ready to describe what conflict really is, explain what happens if it isn’t handled appropriately, select from five different conflict management options, assess how your personal beliefs impact your ability to manage conflict, and use win/win collaboration techniques to resolve a conflict. Conflict may not be fun, but this session will be! Come learn how to handle conflict, so it doesn’t ruin your day- or your life!
It Doesn’t Have to be Difficult to Deal with Difficult People!
We all have to deal with people who exhibit difficult behavior at one time or another. Some people seem to be difficult by nature and others by design. Regardless of whether their behavior is unconscious or intentional, we still have to handle the situation. And, if we’re honest, we’ve all been difficult people ourselves at times, when our needs weren’t being met. So, to some extent, we can sympathize with the difficult people in our lives. But that doesn’t mean that we enjoy dealing with them- or that we’re effective when we try to handle them.
You will leave this highly interactive virtual 3-hour session ready to view difficult people with more understanding and objectivity, remember what you did to handle difficult behavior and why it worked in previous situations so you can repeat it, stop reacting to inflammatory words or actions that can trigger your defensive responses, use active listening to defuse and redirect difficult conversations, and draw on a variety of tips and techniques to deal more effectively with difficult people. It doesn’t have to be difficult to handle difficult people. Come learn how to make it easier on yourself.
Manage Your Stress Before It Manages You or Your Staff!
Employees have four lives: work, family, social, and personal. Each of life’s stressors causes accumulated stress that is carried from one part of life into another. Today, the lines separating those four lives are blurred and almost nonexistent. How can you take the pressure off yourself and alleviate your stress?
In this half-day virtual skill-building session, the participants will: distinguish between positive and negative stress; assess their stress reactions; identify stress management techniques that can help reduce stress; assume healthy control over the negative stressors in their lives; and plan how to supervise employees who have stress management problems.
Six Steps to Yes: When You Need Instant Influence in a Virtual World
Now that companies are operating virtually, it is more difficult to create trusting relationships. This half-day virtual skill-building workshop uses interactive exercises to help the participants learn how to quickly create trusting relationships using six decision triggers. The participants will assess how and when the triggers have been used on them, and practice using the triggers to provide instant influence: reciprocity, commitment or consistency, social proof, liking, authority, and scarcity. These proven psychological principles are based on 25 years of research as reported in Influence: The Psychology of Persuasion, by Robert B. Cialdini.
Take a Healthy Look at Conflict
This one-day virtual skill-building workshop is designed to help individuals who want to improve their ability to manage conflict. It will provide information and practice with the positive and negative attributes of conflict, as well as the appropriate and inappropriate use of five different conflict management strategies. A three-step approach to constructive conflict management will be introduced: (1) depersonalize the issue, (2) defuse the situation and (3) direct the conversation. The participants will have an opportunity to apply this three-step approach and a win/win communication formula in simulated and real job conflict situations.
Take the Pain Out of Remote Delegation
This one-day virtual skill-building participant-centered workshop uses an interactive participatory approach and practical work examples to help participants: identify why supervisors should delegate: explore why they don’t; and learn how to delegate effectively. As a result of this workshop, the participants will be more comfortable making delegation decisions and will leave with a specific delegation plan to implement back on the job.
This program is unique in using a self-analysis module, in which the participants identify and attempt to address any assumptions or beliefs about themselves as individuals and as managers that can get in the way of their being comfortable with delegation.
We’ve Got to Stop Meeting Like This
This one-day virtual skill-building workshop is designed to help participants meet the challenges of facilitating meetings so they can help meeting participants effectively achieve the meeting objectives.
During the workshop, the participants will create rules of engagement; define the roles and responsibilities of a meeting facilitator; assess their facilitation issues; explain how to prepare for, conduct, and assess a meeting; diagnose how to meet and manage the needs of problem participants; plan, conduct, and assess a simulated meeting; and plan a specific technique to add to their facilitation repertoire.