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.

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.

A cost-effective and flexible program, Service Essentials is designed to help employees develop the skills necessary to be 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 Administrators

Excellent administrator skills are crucial in directing a team toward superior customer service. A strong administrator must possess many attributes including the ability to establish rapport with teachers and staff and inspire them to achieve measurable results. This comprehensive program aids administrators in building the necessary infrastructure for excellence in customer service. The four modules focus on:
Inspiring People
Managing Feedback and Communication
Measuring Service
Recognizing Excellence

Customer Service Essentials™ for the 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

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.

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.

•  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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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 !

Leadership in Education

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.

This program uses the DiSC ® Personal Profile System to help teachers, staff and administrators:

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.

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.

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.