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Home | About Us | Online Programs | Bookstore | CTOL | BTU | CSC | OC | Contact Us | Useful Links | Articles | Login: Canaux Lite |
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HR Practices ¥ Business Efficiency ¥ Quality Improvement ¥ Leadership ¥ Customer Focus
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| Learning Categories | Topics | ||
Managing Employees
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Adaptive Leadership (Basic and Advanced
levels), Dealing with Difficult Situations, Empowerment and Motivation, Get
off my back! Are you a micro-manager?, Goal setting / Feedback, Managing
Change |
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Conducting Career Discussions, Effective
Interviewing, Human Resource Legal Issues (Canadian & US versions), Job
Analysis, Orientation Programs, Reward and Recognition Programs, Conducting
Performance Evaluations
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Business Planning and Improvement
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Benchmarking, Interpreting Flowcharts,
Measuring Service and Operational Quality, Developing a Strategic Plan,
Quality Improvement Teams / Department Manager's Role, Structured QI
Techniques
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Time Management/ My Productivity
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Time Management, Meeting Management
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Work Environment
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Creating a Culture, Team Building Skills,
Self Directed Work Teams
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Communications/ Interpersonal Skills
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Qualities of Leadership, Managing Conflict,
Group Decision Making, Presentation Skills, Facilitating Group Dynamics,
Listening Skills
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Customers Forever
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Basic Customer Service Skills, Creating a
Customer Focus, Know Your Customer, Know Your Competition, Advanced Customer
Service Skills, Learning from the Customer, Great Service by Phone,
Organization Wide Quality Management |
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Course Descriptions by Category |
Managing Employees |
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Click on the title to view description
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Each description provides:
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Course Description |
Adaptive Leadership |
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Overview:
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Have you ever noticed that some employees seem to need more of your time than others do? You're always helping them when it's busy or solving a customer complaint for them or fixing a mistake they made, etc, etc,. You should expect new employees to need some help but as time goes by they too should be able to work on their own. If they're still not as productive as you'd like them to be what can you do?
Managers can use Adaptive Leadership to make their employees more productive and to provide a more satisfying work environment. At the same time, managers who effectively apply this technique will find they have more time to attend to their own priorities. It's a win-win for the employee, the manager and the company.
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No. of Modules
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This topic has two modules (tutorials) – Adaptive Leadership – Introduction and Adaptive Leadership- Advanced
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Objectives:
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Upon completion of these modules, participants will be able to:
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Topics:
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What’s Your Style, Personal Autonomy, Applying the Appropriate Management Style, Delegating: How Managers get thins done, Differences in Management Style: Theory X & Theory Y, Adaptive Leadership, Four Levels of Personal Autonomy, Manager’s Style for Levels of Personal Autonomy
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Duration:
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Approximately 1.45 hours to 2 hours for both modules
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Course Description |
Empowerment and Motivation |
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Overview:
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As a manager or supervisor one of your most challenging responsibilities is to keep your employees motivated to do the best job they can. Truth is, motivating an employee is very difficult. In fact, if you can just get through the day without saying or doing something to de-motivate them - you're doing great. The challenge is, each person is motivated by different incentives. For some it's responsibility, the sense of accomplishment. For others, helping others is their reward. Some just want money. Offer someone the wrong motivator and you'll probably be disappointed in the results.
An employee who comes to work each day motivated to do the best job he/she can is an invaluable asset. These are the employees who require little supervision, who look for ways to satisfy your customers and opportunities to improve your business. On the other hand, an employee with low motivation requires extra supervision and is prone to mistakes and poor service. The key for managers is the ability to assess motivational levels and to understand what he/she can do to motivate–or at least avoid de-motivating an employee.
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No. of Modules
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This topic has two modules (tutorials) – Employee Motivation – Introduction and Empowerment and Motivation- Advanced
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Objectives:
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Upon completion of these modules, participants will be able to:
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Topics:
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The Impact of Low Motivation, What Can a Manager or Supervisor Do?, Motivating and De-Motivating Employees, Motivating Employees- A Model, Establishing a Motivational Baseline, What Motivates Your Employees?, What Motivators Does Your Environment Lack?, Filling in the Gaps, Communicating Your Plan to Staff, Evaluating Staff and Environment Periodically
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Duration:
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Approximately 1.45 hours to 2 hours for both modules
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Course Description |
Goal Setting and Feedback |
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Overview:
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Goal setting and feedback provide the basis for performance management and developing the skills and abilities of your employees. Whether you're managing individual performance or deploying your strategic plan, setting goals and monitoring is the cornerstone of effective management. If you don't use goal setting to focus your efforts and improve performance you'll find yourself reacting to the same situations over and over.
Goal Setting and Feedback are the building blocks of effective management. Just about everything you do in your company has some goal attached to it, i.e., increasing sales, improving service, getting control of your finances, coaching an employee, completing a business expansion, etc. Without clearly defined goals you will waste significant money, time, and energy.
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No. of Modules
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This topic has two modules (tutorials) – Goal Setting and Feedback – Introduction and Goal Setting and Feedback – Advanced
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Objectives:
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Upon completion of these modules, participants will be able to:
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Topics:
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What to Consider, Effective Goal Setting (part 1 & Part 2), Providing Effective Feedback -positive and negative (Part 1 and Part 2), Getting Employee Feedback (Part 1 & Part 2), What Interferes With Goal Setting & Feedback, Goal Setting & Feedback – A Case Study
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Duration:
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Approximately 1.30 hours to 1.50 hours for both modules
Goal Setting and Feedback is critical if you are to constantly improve your personal performance, your employees' performance and the performance of your company overall. Goal Setting keeps you focused forward towards constant improvement.
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Course Description |
Managing Those Difficult Situations |
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Overview:
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How much time have you wasted dealing with an employee who's constantly tardy, an employee who makes the same mistakes over and over, a group of employees who are fighting due to personality differences? The list goes on. Let's face it–if your company only employed one person–you, then there would never be any problems, right? But that's not the case. Managers avoid dealing with these situations for a variety of reasons. Sometimes they go away, more often they just get worse. It may not be obvious but those little problems are costing you money, service and customers.
As a manager or supervisor you are going to run into countless scenarios where you have to pull some magic out of your hat (or at least be good with smoke and mirrors). You've got to deal with individual problems, mass mutinies, as well as your own problems. When those challenging situations arise, you can't react haphazardly. You need to approach the situation with a logical way of diagnosing the problem and coming up with a plan to change an individual or group's behavior. Not an easy task.
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No. of Modules
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This topic has two modules (tutorials) – Managing Those Difficult Situations – Introduction and Managing Those Difficult Situations - Advanced
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Objectives:
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Upon completion of these modules, participants will be able to:
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Topics:
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What is a Difficult Situation, Why We Avoid Difficult Situations, What’s The Impact of These Situations?, What Can a Manager or Supervisor Do?, Difficult Situation Framework, Difficult Employee Case Studies (15)
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Duration:
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Approximately 1.45 hours to 2 hours for both modules
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Course Description |
Avoiding Micro-Management |
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Overview:
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In conducting our seminars and workshops we sometimes ask participating managers to administer a survey to their staff prior to class. Surveys are returned directly to our consultants to ensure anonymity and confidentiality. The survey asks questions about the work environment and the working relationship the employee has with his/her manager. In reviewing a sample of data from over 600 respondents a common theme kept surfacing.
Stop micro-managing me!!
One of the most common criticisms of management is that employees feel their manager spends too much time policing their work, asking questions, following up, interrupting etc. Basically micro-managing. As a manager you're in a no win situation. An employee's need for direction and supervision fluctuates based on the task at hand, the employee's stage of development and motivation and their confidence. Of course you're expected to know exactly the right amount of "management" to provide every time!
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No. of Modules
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This topic has one module (tutorial) – Get Off My Back!!-Is Your Manager a Micro-Manager?
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Objectives:
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Upon completion of these modules, participants will be able to:
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Topics:
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What is Micro-Management, Examples of Micro-Management, Micro-Management and Adaptive Leadership, Avoiding the Micro-Management Trap, Managerial Power – A Case Study
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Duration:
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Approximately 30 minutes to 45 minutes
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Course Description |
Managing Change |
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Overview:
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Look at the business section in today's newspaper and you're likely to read about a few of the ways companies are "positioning themselves in their competitive market:" Down-sizing, mergers, restructuring, making incredible leaps with technology - whatever the motive or means what it all boils down to is change.
No matter what size or type of company you manage at some point you will be managing change. It may be small, almost imperceptible or it may be a complete overhaul of your business. Obviously the larger the company and the larger the change the more complicated the process becomes for managing the change effectively. But in either case, you will waste significant time and money as well as jeopardize the quality of your products and services if you don't address resistance to change.
To understand what you as a manager or supervisor can do to manage lead change effectively, you must first understand two important facets of change - dynamics and mechanics. Dynamics of change deals with the human reaction to change. The mechanics of change focus on designing processes that ensure changes occur effectively within an organization
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No. of Modules
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This topic has one module (tutorial) – Managing Change
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Objectives:
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Upon completion of these modules, participants will be able to:
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Topics:
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Dynamics- What Causes Resistance to Change, Managing Change and Reducing Resistance, General Points About Managing Change, Mechanics of Change Management, Change Management Process, Designing a Change Management Process/System
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Duration:
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Approximately 1 hour 10 minutes to 1 hour 25 minutes.
Whatever your business you need to give careful consideration when making changes. All changes will have some ramifications on your products or service (otherwise why make them). By managing the mechanics effectively you can reduce or eliminate unintentional problems.
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Course Descriptions by Category |
Human Resource Practices |
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Click on the title to view description
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Each description provides:
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Click here to subscribe
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Course Description |
Conducting Performance Evaluations |
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Overview:
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The performance evaluation process is an important component in managing the performance of your employees. If you don't tell employees how they're doing they'll be left wondering or assuming everything is okay. They'll go about work as usual, making the same mistakes as usual. Everyone appreciates feedback on his or her performance. Studies show employees would rather have negative (but constructive) feedback than no feedback at all! For managers, the formal process of performance evaluations forces them to think critically and constructively about their employees' performance. It's a chance to step back from day-to-day management issues and focus long term. You owe it to your employee and yourself to sharpen your performance management skills.
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No. of Modules
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This topic has two modules (tutorials)- Conducting Performance Evaluations (Introduction and Advanced)
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Objectives:
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Upon completion of these modules, participants will be able to:
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