This 5-day comprehensive leadership program covers communication skills, resolving conflict, time management, and leadership.


Completion of the course assessments for this program are recommended.


Upon successful completion of this course, students will be able to:


Understanding the Communication Process

The Goal of Effective Communication
The Importance of Effective Communication
How Communication Works
  The Process
  Communication Networks
  Eliminating Barriers

Listening Skills

Introducing Listening Skills
  Active Listening
  Re-examining Your Listening Skills
  Empathetic Listening
Using Questions
The Role of Silence
Interpreting Responses
Recognizing Individual Sensory Modes

Understanding Influencing Factors

Identifying Influencing Factors
Minimizing Assumptions and Preconceptions
Minimizing Prejudices
Understanding the Situation or Environment

Using Communication Tools

Understanding Delivery Methods
Selecting Words
Using Tone and Sincerity
Using Body Language
Selecting the Correct Channel

Communicating in the Workplace

Writing Effective Sentences
  Placing Modifiers
  Using Active Voice
  Combining Sentences
  Proofreading Suggestions
Using Telephone and Voice Mail Etiquette
  Placing Calls
  Answering Calls
  Using Voice Mail
Using E-mail Etiquette
  Understanding E-mail Guidelines
Resolving Employee Complaints
Understanding Effective Complaint Resolution Processes

Examining How You Currently Allocate Your Time

Your Week at a Glance
Identifying Individual Time Wasters
  Common Time Wasters
  Time Wasters or Long-Term Investments? Some Useful
    Techniques for Managing Interaction

Prioritizing Your Time

Deciding What Your Priorities Should Be – And Why
Begin with Your Job Description
Open the Time Window
  Putting Your Money Where Your Time Is
What Have You Learned?
  Making the Match

Analyzing, Planning, and Scheduling Your Time

Common Analysis and Planning Techniques
For Your Review
Unit Activities
Case Study: Analyzing and Planning a Customer Service

Avoiding Procrastination

Recognizing the Results of Procrastination
Common Strategies to Avoid Procrastinating

Managing Interruptions and Information Flow

Organizing Your Environment
Handling Mail and Memos
Handling E-Mail
Handling Interruptions
  Putting Your Phone on Voice Mail
  Set Expectations
  Close the Door
  State the Consequences of Interruptions
Handling Meetings

Using Time Management Tools

Introduction to Time Management Tools
“Sensing” Time
Planning and Scheduling Strategy
  Monthly Planning and Scheduling
  Weekly Planning and Scheduling
  Daily Planning and Scheduling

Defining Leadership

Defining Leadership as an Ability and a Process
Understanding the Leadership Cycle

Understanding Effective Leadership Behavior

Understanding Leader Traits
  Desire to Lead
  Honesty and Integrity
  Cognitive Ability
  Knowledge of the Business
Understanding Leader Tasks
  Envisioning Goals
  Affirming Values
  Maintaining Positive Attitudes
  Restoring Confidence
  Achieving Unity Among Workgroups
  Providing Explanations
  Advocating Renewal
  Serving as a Symbol
  Representing the Group

Managing and Resolving Conflict

Understanding Conflict
  Types of Conflict
  Stages of Conflict
Identifying Factors That Promote Conflict
  Poor Communication
  Low Associate Morale
  Individual Associate Concerns
  Environmental Stresses
  Diversity Issues
Using Constructive Ways to Manage Conflict
 Responding vs. Reacting
  Separating People from Problems
  Coping Strategies
  Conflict Handling Intentions
  Negotiation and Bargaining
  Personal Inventory: Conflict Management Style
Applying Conflict Management Tools
  Tips for Controlling Emotions
  Defenses Against Verbal Attacks
  Handling Routine Hassles
  Dealing with Anger and Aggression
  Managing Intense Personality Types
  Unit Activities
  Role Play: Managing Difficult Situations

Applying Ethical Leadership

Understanding Leader Motives
  Operating Within Legal Boundaries
  Considering Economic and Social Pressure
  Meeting Self-Interest
Recognizing and Communicating the Ethics of a
Eliminating Rationalization
Displaying Respect for Others
Defining Personal Worth with Ethical Behavior
  For Your Review
  Unit Activities
  Understanding Ethical Leadership Behavior

Understanding Change

Creating a Mission Statement
Distinguishing Between Frame-bending Changes and Framebreaking Changes
  Frame-bending Changes
  Frame-breaking Changes
Restructuring an Organization
  External Factors
  Internal Factors
  Communicating and Implementing Restructuring
Reaffirming Core Values
  Managing Change

Applying Leadership Power

Using Power to Your Advantage
  Referent Power
  Expert Power
  Reward Power
  Coercive Power
  Legitimate Power
  Selecting Different Power Types
Sources of Power
  Developing Relationships
  Using and Building Interpersonal Skills
  Establishing a Good Reputation and Past
  Performance History
  Increasing Knowledge, Skills, and Information
  Controlling Resources

Setting Goals

Applying Basic Goal-Setting Principles
  Setting Difficult and Attainable Goals
  Setting Specific Goals
  Encouraging Participation
  Providing Periodic Feedback
Types of Goal Setting
Measuring Goals
  Using a Single Productivity Index
  Setting Goals for Individual Performance Aspects
  Assigning Points to Output Levels
Determining a Time Period
  Reviewing Goals Each Period
Implementing a Goal-Setting System
  Managing Resistance
  Minimizing Distortion
  Involving Management
  Reporting Positive and Negative Feedback
  Revising the Goal-Setting System
  For Your Review
  Unit Activities
  Designing a Goal-Setting System