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Certificate Programs
Nancy Moran & Associates custom designs Certificate Programs for office assistants, professionals and support staff as well as supervisors and new or future managers.
The Certificate can be achieved by employees attending any number of sessions, decided upon by the employer.
Below is a partial listing of topics that can be combined for the programs: |
Administrative Assistant |
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• Knowing Yourself
• Building Rapport with Others
• Communication Skills
• Professional Image Etiquette and Conduct
• Listening Skills
• Business Writing for Results
• Proofreading for Perfection
• Time Management
• Customer Service for the Telephone
• Meeting & Conference Planning |
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| Executive Assistant |
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• Understanding Yourself and Others – The Next Level
• Soaring to New Heights
• Coping and Stress
• Collaborating and Negotiating for Results
• Presentation Skills
• Decision Making
• Discovering Diversity
• Customer Service for the Executive Assistant
• Dimensions of Leadership
• Managing Organizational Change
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| Next Generation Leadership |
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• Influence: The Formula for Success
• Understanding Leadership Competencies: Creating Tomorrow's Leaders Today
• Managing Change at Work: Leading People Through Organizational Transitions
• Successful Negotiation: Effective “Win-Win” Strategies and Tactics
• Facilitation Skills for Team Leaders: Leading Organized Teams to Greater
Productivity
• Successful Strategic Planning: The Systems Thinking Approach to Building a
High Performance Business
• Risk-Taking: A Guide for Decision Makers
• Process Improvement: Enhancing Your Organization's Effectiveness
• Achieving Results: Four Stages to Off-the-Chart Excellence
• Critical Thinking: Strategies for Decision Making
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New Supervisors or Managers |
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• Working Together: Succeeding in a Multicultural Organization
• Project Management: A Practical Guide for Success
• Excellence in Supervision: Essential Skills for the New Supervisor
• Understanding Organizational Change: Converting Theory to Practice
• Giving and Receiving Feedback: Building Constructive Communication
• Office Management: A Productivity and Effectiveness Guide
• Virtual Teaming: Breaking the Boundaries of Time and Place
• Rapid Team Development: Building High Performance Project Teams
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| General Nancy Moran & Associates Topics: |
Adventures in Attitude |
AIA is an all-encompassing human relations program for overall professional development. This workshop helps people understand how they perceive and respond to events around them. Awareness is the first step in changing negative attitudes into positive ones.
Ten modules are designed to help employees increase their knowledge and improve their skills to:
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• increase self-awareness and affirm strengths
• learn to transform negative attitudes
• overcome self-imposed limitations
• develop effective listening and communication skills
• improve relationships
• achieve new levels of performance
• learn effective approaches to problem-solving
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Becoming an Employer of Choice |
One of the major challenges facing business today is people … the challenge of attracting and retaining people who can help the organization compete successfully. This program gives managers and future leaders the competencies they need to create and manage a work environment that allows the organization to achieve significant performance and productivity improvement. This ongoing learning process, designed to be facilitated in 12-18 months, includes the following six modules: |
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• Self Management
• Interpersonal Skills
• Managing Differences
• Performance Management
• Managing Innovation
• Leadership |
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Business Presentation Skills |
This interactive workshop provides the tools and techniques needed to develop outstanding presentation skills. Realizing that most employees make presentations as a routine course of work, whether formal or informal, this program focuses on identifying, practicing and perfecting the appropriate skills. Participants will overcome the fear of public speaking, increase comfort level of making presentations, learn to effectively formulate their thoughts into a presentation (persuasive or informative), utilize visual aids and notes, and learn keys to identify and engage the audience.
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Business Writing |
Many employees have difficulty formulating their ideas into an appropriate written format. This hands-on workshop allows participants to immediately apply what they learn, using their own correspondence or that provided. It helps people understand how to enhance their professional writing skills. The material covered includes a review of grammar and punctuation, sentence structure, formats of letters and reports, the five C's of effective writing, and appropriately opening and closing correspondence.
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Change Management/Transition |
Change is successful only when workers reorient and adapt on a personal level to the changing needs of the situation. Transition is a journey, not an event. It helps people whose work or personal life is changing. It guides people through the emotional transition of “what was” to “what will be.” Once participants learn this process, they can apply to any change they encounter in life. And organizations benefit by realizing higher employee productivity, greater adaptability, and improved innovation – along with less conflict, absenteeism and employee turnover.
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Coping with Stress in Everyday Situations |
Coping with everyday situations in life and handling stress is one of the greatest challenges individuals face today. Research shows people who experience stress are less healthy, happy and productive.
This workshop focuses on the interaction of stress, coping resources, and satisfaction in life. It is designed to increase awareness of strengths and development opportunities to increase life satisfaction.
Individuals examine current stress, coping resources, and satisfaction levels. By increasing awareness of effective stress management techniques and creating a plan for achieving goals, people invest in themselves and incorporate positive change in their life. |
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Creating a Motivating Environment in Your Organization |
Employees perform their duties better and with a more cooperative attitude when they are motivated. But how are employees motivated? Is it the same for everyone? Can you actually motivate others?
This program is designed to help employees understand how they are motivated, how to become more motivated (even when it isn't easy) and how to stay motivated.
The workshop provides participants with a process to identify their motivating factors and how to utilize them to the maximum benefit. Participants generally experience an increased satisfaction with their work and personal life, with less tension and worry. Employees learn to enjoy a more fulfilling life in their career and make a valuable contribution to their organization. |
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Customer Service Essentials™ for Everyone, Managers, and the Telephone * |
A cost-effective and flexible program, Service Essentials™ is designed to help employees develop the skills necessary to be the organization's good will ambassador and build the cornerstone for long lasting relationships. It focuses on improving both internal and external customer services practices.
Customer Service Essentials™ for Everyone
This comprehensive program focuses on several aspects including building an attitude of excellent service, identifying customer needs, thoughtful body language and words, uncompromising service at every contact point, resolving conflict, and exceeding customer expectations.
Customer Service Essentials™ for Managers
Excellent management skills are crucial in directing a team toward superior customer service. A strong manager must possess many attributes, including the ability to establish rapport with the team and inspire them to achieve measurable results. This comprehensive program aids managers in building the necessary infrastructure for excellence in customer service. The four modules focus on:
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• Inspiring People
• Managing Feedback and Communication
• Measuring Service
• Recognizing Excellence
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Customer Service Essentials™ for Telephone
This workshop helps individuals identify their own attitude as a service provider via the telephone. Participants will experience and practice tone of voice skills, how to customize skills to the needs of the caller, as well as identify and practice the steps in managing a call.
* Published by Moran, Inc.
Nancy@NMAtraining.com
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| Decision Making and Problem Solving |
| Two of the greatest qualities a good employee has are the ability to make appropriate decisions and solve problems. This workshop focuses on the steps in each process, when and how to utilize others, considering all options, and choosing the appropriate steps to take. |
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Developing & Maintaining Productive Relationships (Personal or Professional) |
This workshop, utilizing the DiSC Classic Profile™ or DiSC Online™, provides participants with the tools to learn how to identify and capitalize on natural behavioral strengths to maximize effectiveness and increase success. It helps employees and managers, as well as improving relationships with customers and vendors. It identifies competencies that need to be developed or maintained and reinforced. It helps people recognize and appreciate individual differences, which produces higher quality work and improves interpersonal skills. Profile now available online.
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Dimensions in Leadership |
Effective leaders are the cornerstone of any successful organization. This program is designed to help individuals understand the multiple dimensions of leadership, with leaders and followers interchanging roles as the situation demands. Participants will better understand how they are likely to make use of a leadership opportunity and will see how they contribute to a group's success and learn how to better plan for their own leadership development. With the insights gained from the Dimensions of Leadership Profile, participants can more purposefully recruit and encourage potential leaders to contribute where needed.
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Discovering Diversity and Developing Cultural Sensitivity |
With a variety of cultures being represented in the work place, it is important to understand different cultures and develop awareness and sensitivity. This workshop provides a safe way to explore the complex, powerful issues surrounding diversity as well as discover what they actually know about differences. Participants will look honestly at themselves and identify attitudes and behaviors that stand in the way of teamwork. |
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| Effective Meetings |
| This workshop helps individuals identify the keys to an effective meeting, whether they are hosting or attending. It focuses on strategies to improve the quality and productivity of meetings. Participants will learn to identify the purpose of meetings, appropriate attendees, setting an agenda, appropriate location, roles of attendees, and things to do before and after the meeting. |
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Human Relations |
This comprehensive program helps employees develop the skills to perform at their very best and interact with others appropriately. Ten modules are designed to provide time-tested, life-changing principles and best practices including:
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• being a committed employee, not a compliant one
• fostering communication and teamwork, not control
• inspiring leadership and innovation, not dependency
• increasing positive energy, not stress
• encouraging change, not resistance to it
• creating a climate of empowerment, not power |
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Increasing Sales through Adaptability |
This program helps participants discover their natural behavior and learn to adapt their behavior to create comfort in selling relationships. It includes a DiSC Sales Action Planner, Four Steps to Successful Sales Strategy, plus instruction for applying learned techniques to sales letters and selling to groups. |
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| Interpersonal Communication Skills |
This dynamic program presents tools and techniques to help people understand themselves and others by learning how to identify and capitalize on natural behavioral strengths to maximize effectiveness and increase success. It will help employees and managers, as well as improving relationships with customers and vendors. It identifies competencies that need to be developed or maintained and reinforced. It is a self-administered, self-scoring and self-interpreting learning instrument that provides information that helps people recognize and appreciate individual differences. DiSC helps employees produce higher quality work, solve problems, improve interpersonal skills, and maximize performance.
This is a participatory, non-threatening, highly interactive workshop. It is a powerful tool for building productive teams, developing effective managers, training a powerful sales force, improving customer service and easing frustration and conflict.
NOTE: Now available on-line ! |
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Management Strategies |
| This program is especially effective for new or future managers, this program consists of four modules: |
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• Managing Self
• Managing Others
• Managing the Job
• Managing Performance |
The information provides practical new strategies for effectively managing behavioral differences in today's fast-paced work environment. It helps anyone who manages others improve communication, increase productivity, enhance individual and team performance and reduce conflict.
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Relationship Assessments |
Indra (In-Depth Relationship Assessment) offers a model of human relational behavior that brings understanding oneself and others to a new, higher level. This powerful program is designed to highlight the areas of compatibility and incompatibility, pinpointing individuals' differences and providing insight about how to work effectively together. It provides actionable insight into the dynamics of teams and other groups of people. |
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Team Dimensions |
The unique features of this workshop allow individuals to discover and capitalize on their strengths for Total Team performance. The programs helps teams to innovate, problem solve and clearly understand how they contribute to the success of their team. It helps members discover the right roles for the right people, getting new teams moving forward quickly and current teams unstuck.
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Time Management |
Utilizing a Time Mastery Profile, this program helps people set priorities and manage time more effectively to increase individual and organizational performance. It provides participants with a complete, self-directed assessment of their current time management effectiveness, resulting in the ability to accomplish more. Participants use a workbook as a framework to develop customized strategies for skills improvement. |
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Workplace Satisfaction and Employee Retention |
| Helping organizations retain good employees and develop satisfied employees, this program provides participants with a self-assessment tool to understand and communicate their work expectations. Research shows that people who have clearly defined, well-communicated expectations have better attitudes and enjoy greater job satisfaction than people whose expectations are unspoken or unrealized. Committed, productive employees are key to organizational success and a healthy bottom line. |
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