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