Benchmarking

Process Benchmarking is the focus of this booklet. It involves comparing a process (i.e. a set of linked activities or tasks) in one organization with a similar process used by another organization.

Change Management

This booklet has been designed to help individuals understand change and how it can be managed more effectively.

Conflict Resolution

Conflict is not necessarily destructive. If handled properly, it can contribute to organizational learning and lead to improved working relationships and performance. This booklet explains the skills involved.

Creativity and Innovation

This booklet is based on the premise that every person has the potential to be creative-that we all have the opportunity to translate our unique personal perspectives and views of the world into new ideas and concepts that can be useful to ourselves and others.

Delegation Skills

This booklet offers some advice on how to make delegating more routine. It will help you identify when you need the assistance of others and ways to learn to trust them with delegated tasks.

Diversity and Cultural Awareness

This title provides a broadly based program to help individuals to understand the subject more fully and to help free themselves from any biases or constraining thinking about differences among people.

Effective Coaching Skills

Companies and other organizations use coaching to help people to learn to develop themselves. The process usually involves identifying areas for improvement and then developing skills or competencies on the job or through informal or formal training sessions or college courses.

Effective Communication

Learn how to orchestrate communication to create a mutual experience of high value. This booklet enables participants to understand the many ways that clear communication can take place, and learn personal skills and behaviors to communicate more effectively.

Effective Goal Setting

Goal setting is one of the most effective strategies for achieving success. This booklet provides guidance on the skills you need to set achievable goals and ensure that everyone is engaged and motivated to reach targets successfully

Effective Leadership

This booklet provides a broad process overview for the whole subject of leadership in small or large teams or organizations of people.

Emotional Intelligence

One of the keys to becoming a true leader is emotional intelligence. Emotional intelligence quotient (or EQ) encompasses qualities that go beyond general intellectual intelligence and technical competency.

Giving and Receiving Feedback NEW!

Giving and receiving feedback, particularly the negative or critical kind, is tricky in the best of circumstances. Handled badly, simple comments that are meant to be helpful can easily become destructive.

Giving and receiving feedback takes practice; some say that it is an art that has to be developed over time. This booklet explores the subject of giving and receiving feedback in detail.

Handling Complaints NEW!

Being able to handle complaints is generally considered to be an important business skill, yet it is rarely treated as a topic worthy of specific focus.

The goal of this booklet is to look at the specific skills used by effective “complaint handlers”, and how organizations and individuals can turn complaints into golden opportunities.

Improving Customer Service

Customize your operations by developing a clear service vision, strong partnerships throughout the supply chain, and listening abilities designed to make your focus on the customer better than ever.

Improving Health and Safety

Making an organization safer and healthier benefits the individuals and the company as a whole. If a workplace protects its workers from accidents or harm, productivity is not lost, insurance coverage is less expensive, and employee morale is higher.

Influencing Others

The ability to influence others is one of the most powerful skills we can develop. Influencing involves many individual skills and competencies.

Interviewing / Selection

This booklet is for individuals with training responsibilities who are looking for tools to help their managers, supervisors, and/or team leaders interview, hire, and retain top performers.

Learning Styles

Training theory has moved away from the "passive acceptor" of instructional expertise to focusing on the "self-directed learner." This means that learning style is of critical importance to the individual participant.

Listening Skills

Listening skills are a vital part of the communication process. As an active listener, you really hear what is being said. Learn the characteristics of effective listening and formulate an action plan for developing listening skills.

Managing Poor Performance NEW!

Unacceptable performance needs to be dealt with as soon as it becomes apparent, before the situation deteriorates or the opportunity to address the issue disappears. If you put it off, the only options remaining are a number of blunt tools such as discipline, job transfer, or termination.

This booklet provides general guidance on how to handle unacceptable performance in a positive and constructive manner. It also provides specific guidance on what steps might be taken when the performance shortfall has become serious, and more formal measures have to be taken.

Meetings Management

Learn easy, proven techniques that keep you in control of your meetings.

Negotiating Skills

The ability to negotiate well is an invaluable quality in business. This booklet enables participants to appreciate the range of skills that are necessary to achieve better results from their negotiating efforts.

Networking

This booklet provides a step-by-step approach to developing your skills in connecting with others to gain mutual advantage for the long term.

Performance Measurement

This booklet is an invaluable resource for those who are designing, managing, and evaluating performance management systems. It links performance management to strategy, and discusses it as an organizational culture change mechanism.

Personal Effectiveness

Every single worker has to feel responsible for his or her own personal effectiveness if the entire enterprise is to meet its goals in the medium- to long-term.

Presentation Skills

A simple, quick read, based on the accepted theory and practice of rhetoric, it is also a confidence builder that will help any manager begin to overcome anxiety over public speaking.

Problem Solving

Effective and efficient problem-solving and decision-making are not only valuable individual skills for work and non-work situations alike, but they are also prerequisites for effective ongoing organizational performance and success.

Process Improvement

"Process improvement" focuses on discovering ways and means to change the way that things get done in order to be more efficient or effective than before.

Project Management

Projects are a way of life, in both technical and non technical disciplines: human resources, finance, procurement, marketing, and other functional areas use projects to get work done. Improving your existing project management skills will increase your organizational and individual performance.

Sales Effectiveness

In an increasingly competitive world, an effective salesperson needs a wide variety of skills and competencies in order to be successful.

Stress Management

When stress builds to extreme levels and we are unable to cope, it reduces our physical and mental capacity to lead a full life. Learning to monitor and control levels of stress so that it is a positive force is a matter of changing our perceptions of stress.

Team Building

This booklet helps you to establish teamwork in your organization, by aligning your efforts, sharing the workload, and achieving successful early results.

Telephone Skills

This booklet has been developed to help you create better first impressions and help you coach individuals in effective telephone skills.

Time Management

Making better use of time is an exercise that changes and evolves. There are good practices to use to effectively deploy the time that is available.