Interpersonal Skills

Enrich your interactions with clients, co-workers, and others by developing abilities and expanding your knowledge in areas such as Coaching, Diversity, Emotional Intelligence, and Managing Conflict.

  • Increasing Assertiveness to Influence Others

    • Increasing Assertiveness to Influence Others

      Course Number:       7-4-GO 
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      This course provides participants with the opportunity to analyze and improve their personal effectiveness.

      Objectives/Topics

      As a result of taking this course, you will:
      • Be able to influence others to achieve results by applying appropriate approaches and techniques.
      • Utilize knowledge of personal style to more effectively work with others.
      • Apply a proven listening skills technique to influence others.
      • Give and receive feedback.
      • Utilize the six functions of a day-to-day negotiation.
      Prerequisites: None

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  • Influencing Without Authority

    • Influencing Without Authority

      Course Number:       7-2-GO
      Recommended Duration: 1/2 Day

      Intended Audience: All Employees

      Course Overview

      Develop techniques and methods for individuals who find themselves working on project teams or matrix based organizations where they do not have direct authority over others, and yet need to influence them to get objectives met.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Influence others to accomplish work and achieve goals.
      • Identify personal strength and opportunity for improvement areas in your role.
      Prerequisites: None

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  • Making a Mark That's Hard to Erase: Becoming a Person of Influence

    • Making a Mark That's Hard to Erase: Becoming a Person of Influence

      Course Number:       7-15-KMJF 
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Leadership is not a title but a state of mind. Discover the difference between personal power and positional power.

      Objectives/Topics

      As a result of taking this course, you will:
      • Learn the secrets of motivation and how to inspire people to action.  
      • Discover the energy of your mood and its impact on others.  
      • Uncover four things that leaders do really well.  
      • Explore the essence of leadership.
      Prerequisites: None

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  • Making the Workplace Work for You: Communication for Results!

    • Making the Workplace Work for You: Communication for Results!

      Course Number:       7-17-PC 
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Explore the different motivational patterns, communication styles and personality traits that make every person unique. Experiential processes will demonstrate how to utilize this information in communicating and understanding others. Each participant will complete a Personal Profile and a Listening Profile with opportunities to practice what they have learned in a specific challenge area.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • n/a
      Prerequisites: None

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  • Strategies for Motivating Self and Others

    • Strategies for Motivating Self and Others

      Course Number:       7-16-PC 
      Recommended Duration: 2 Days

      Intended Audience: All Employees

      Course Overview

      Explore the philosophies of the leaders in motivation and learn how to individualize your motivation messages so they connect and inspire action.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Understand the factors that influence motivation - gender, generations,styles of information processing, attitude and perspective.  
      • Use individualized motivations to inspire action and commitment.  
      • Utilize vision and goals as a tool for unifying teams.  
      • Identify and implement practical  ways to reward performnace so team members know thet are recognized and appreciated.  
      • Communicate more effectively to create cooperation and accountability, resulting in more trust and accomplishment.
      Prerequisites: None

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  • Interpersonal Communication Skills

    • Interpersonal Communication Skills

      Course Number:       7-1-GO
      Recommended Duration: 2 Days

      Intended Audience: All Employees

      Course Overview

      This course will provide participants with an opportunity to analyze and improve their communication skills by applying approaches to improve F2F, verbal, written and presentation type communications.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Ask questions to uncover needs and problems.
      • Use support and benefit statements to gain commitment and help establish positive working relationships.
      • Use paraphrasing and active listening to clarify understanding.
      • Techniques to handle objections.
      • Handle and deliver difficult messages in a productive manner.
      • Give and receive feedback effectively.
      • Use body language to influence communication effectiveness.
      • Effective presentations design.
      • Apply personal presentation technique to demonstrate confidence and credibility.
      Prerequisites: None

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  • Let's Make A Deal: Techniques for Negotiating Win-Win Solutions

    • Let's Make A Deal:  Techniques for Negotiating Win-Win Solutions

      Course Number:       7-12-KMJF 
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      This course helps participants understand that the key to achieving solutions where people feel empowered and everybody wins, is to apply the strategies and techniques of principled negotiation.

      Objectives/Topics

      As a result of taking this course, you will learn:
      • Don’t intimidate, Negotiate!  
      • To manage your differences by developing effective negotiation skills.
      • How to attack problems instead of people.  
      • To expand your ability to invent alternative solutions for mutual gain.
      Prerequisites: None

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  • Listening: The Heart of Communication

    • Listening: The Heart of Communication

      Course Number:       7-3-KMJF
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Discover that the "art"of communication involves the ability to speak clearly and sensibly.  Discover that the "heart" of communication requires the ability to listen.

      Objectives/Topics

      As a result of taking this course, you will:
      • Learn to be clear as the intent of communication.
      • Understand the two parts of every communication.
      • Learn to select the appropriate channel for different types of messages.
      • Learn to achieve congruence of content, body language, and tone.
      • Manage interference.
      • Strengthen Presentation performance.
      • Practice Multiple levels of listening.
      • Employ reflective listening for effective leadership interactions.
      • Explore the role of listening as it relates to team and interpersonal communications.
      • Identify personal filters that block true understanding.
      • Apply the skill of empathy to our conversations to promote active listening.
      • Learn to speak so other can hear you.
      • Reduce interpersonal conflict & create more cohesive teams.
      Prerequisites: None

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  • He Says, She Says: How to Communicate Effectively with the Other Gender

    • He Says, She Says:  How to Communicate Effectively with the Other Gender

      Course Number:       7-8-KMJF 
      Recommended Duration: 1/2 Day or 1 Day

      Intended Audience: All Employees

      Course Overview

      Communicate effectively with the opposite sex. Shine a light on gender differences and learn tools for understanding and working more effectively with the other gender.

      Objectives/Topics

      As a result of taking this course, you will:
      • Learn how men and women speak a different language.
      • Discover how they make decisions differently and how they think differently.  
      • Learn how to reduce misunderstandings and increase personal effectiveness.  
      • Develop strategies to increase communication performance in the office.
      Prerequisites: None

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  • Emotional Intelligence: 90 Minute Workouts

    • Emotional Intelligence: 90 Minute Workouts

      Course Number: 7-18-KM
      Recommended Duration: Series of 90 minute sessions

      Course Overview

      This course is a series of twelve "90-minute Workouts". Each 90-minute module contains teaching, discussion, and an application activity.  It can be delivered virtually or in person.  If delivered in person, the instructor would offer a total of 4 modules a day:

      • 8:00 - 9:30 Module 1
      • 10:00 - 11:30 Module 2
      • 12:30 - 2:00 Module 3
      • 2:30 - 4:00 Module 4

      Participants would select which modules they would like to attend. Participants could sign up to attend any number of modules during any given offering, and eventually attend all 12 modules in the series and receive a certificate of completion.

      The series would include the following 90-minute modules:

      1. Emotional Intelligence Overview
      2. Emotional Intelligence: Focus on Self-Awareness
      3. Emotional Intelligence: Focus on Self-Management
      4. Emotional Intelligence: Focus on Self-Motivation
      5. Emotional Intelligence: Focus on Social-Awareness
      6. Emotional Intelligence: Focus on Influence and Leadership
      7. Emotional Intelligence: Focus on Engagement
      8. Emotional Intelligence: Focus on Conflict Management
      9. Emotional Intelligence: Focus on Dealing With Difficult People
      10. Emotional Intelligence: Focus on Collaboration and Teamwork
      11. Emotional Intelligence: Focus on Coaching
      12. Emotional Intelligence: Focus on Accountability

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  • Emotional Intelligence: Street Smarts for Success

    • Emotional Intelligence: Street Smarts for Success

      Course Number:       7-10-KMJF
      Recommended Duration: 1 Day

      Intended Audience: Managers, supervisors, sales teams and employees who want to achieve business and personal success in life by developing their Emotional Intelligence.

      Course Overview

      In this course, participants will discover a blueprint for achieving success in their relationships, in their health, in their careers, and in their corporate cultures. They will learn about a new dimension for success called: “Emotional Intelligence” or EQ. Participants will discover their own EQ and explore how well they handle themselves, work with others, and manage their emotions.

      Objectives

      As a result of taking this course, participants will:
      • Discover the role emotions play in their personal and professional lives
      • Explore the four domains of emotional competency: self-awareness, self-management, social awareness, and relationship management
      • Activate strategies for dealing with the disruptive emotions that often threaten success
      • Learn how to communicate feelings and expectations effectively in the workplace
      • Learn how to transform their emotions into allies to help them achieve goals
      • Discover how to deal with setbacks
      • Learn how to manage impulses that threaten the achievement of goals
      • Apply the skills everyone should know for getting along with self and others
      • Learn how to “read” people more effectively and get better results
      • Develop their empathy and relationship management skills
      • Develop influence, change management, teaming and conflict management skills
      • Realize what their own Emotional Quotient is and how they can raise it higher
      Prerequisites: None

      Topics

      • Emotional Self Awareness
        • Learn the anatomy of an emotion
        • Discover why we have emotions
        • Learn how the brain works
        • Understand emotional hijacking
      • Emotional Self-Management
        • Use emotions as signals to make better decisions
        • Overcome irrational beliefs
        • Handle disruptive emotions
        • Manage impulsive behaviors that threaten success
      • Emotional Self-Motivation
        • Understand how to emotionally motivate yourself
        • Maintain focus and energy on important goals
        • Discover the significance, value and meaning that energizes work
        • Learn how to keep urgency from trumping validity
      • Social Awareness
        • Empathize with others
        • Understand emotional contagion
        • Connect better with others
        • Become less critical and judgmental
        • Become more organizationally savvy
      • Relationship Management
        • Help others manage their emotions
        • Understand influence and develop your influence skills
        • Develop change management, conflict management and teaming skills
        • Inspire optimism, confidence, and hope in others

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  • Emotional Intelligence: The New Science of Leadership

    • Emotional Intelligence: The New Science of Leadership

      Course Number:       7-9-KMJF
      Recommended Duration: 2 Days

      Intended Audience: Those individuals who need to lead others.

      Course Overview

      In this course participants will enhance personal leadership skills by applying the competencies of Emotional Intelligence to those specific work related situations, where the ability to influence people and work effectively with others is vital to professional success. This two-day workshop will introduce a variety of learning activities including small group discussion, teamwork activities, and one-on-one coaching.

      Objectives

      As a result of taking this course, you will:
      • Learn the six styles of leadership that lead to personal effectiveness
      • Develop a model for deciding how to apply these styles to different situations
      • Learn what emotional resources leaders need to thrive amidst chaos and turbulent change
      • Practice skills that will allow you to inspire others to do their best work and stay loyal
      • Coach one another on workplace related concerns like dealing with difficult people, managing conflict, or creatively solving problems
      • Develop the skills that are necessary to communicate effectively with managers and supervisors
      • Learn how to move people toward shared vision
      • Coach one another to connect individual goals with the organization’s goals
      • Learn how to strengthen connections and motivate one another during stressful times
      • Discuss when it is necessary to soothe fears and resolve ambiguity by giving clear direction in an emergency
      • Learn how to create an emotional climate that fosters creative innovations, all-out performance, and lasting customer relationships
      • Have the opportunity to use the instructor as an El coach to help you design and implement a personal leadership action plan for maximizing El strengths and enhancing abilities in areas of developmental need

      Prerequisites

      Participants should have a working knowledge of the competencies of Emotional Intelligence – Emotional Self-Awareness, Emotional Self-Management, Social Awareness, and Relationship Effectiveness.

      Topics

      • The four domain competency model of emotional intelligence
      • Self-assessment: the emotional competence inventory
      • Emotional intelligence & resonant leadership
      • The six styles of resonant leadership
      • Developing resonance in your style
      • Developing the visionary style
      • Developing the coaching style
      • Situational leadership
      • Performance feedback skills
      • Creating a leadership development plan

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  • Emotional Intelligence: The Link to Leadership Success
  • What's Your Emotional IQ? The New Definition of Success

    • What's Your Emotional IQ? The New Definition of Success

      Course Number:       7-11-KMJF
      Recommended Duration: ½ Day

      Intended Audience: All Employees

      Course Overview

      Learn the factors which lead to success. Discover your Emotional Quotient score and a new definition of success. Learn how to control your emotions and how unresolved anger inhibits your relationships. Learn how to be more positive in negative circumstances and how to work equitably with others on the job.

      Objectives/Topics

      As a result of taking this course, you will:
      • Explore your own emotional intelligence.
      • Discover a new formula for success.
      • Practice the skills of emotional self-awareness and self-management.
      • Manage impulses which threaten the achievement of goals.
      • Communicate feelings effectively in the workplace.
      • Recognize, understand and work within people’s emotional states and achieve healthier, more positive relationships.
      • Find out how to be more positive in negative circumstances.
      Prerequisites: None

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  • Bambi vs. Godzilla: Dealing with Difficult People

    • Bambi vs. Godzilla: Dealing with Difficult People

      Course Number:       7-5-KMJF
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      This session helps participants understand both the “why” of these difficult styles, and the “how” of increasing your ability to deal effectively with difficult personality types. You will learn to empower your attitude and stay positive even when others try to pull you down. You will explore the six basic difficult personalities, why they do what they do, and most importantly, what you can do about it.

      Objectives

      As a result of taking this course, you will:
      • Discover why people behave the way they do
      • Understand the origins of negative behavior
      • Learn how to not react to reactive people
      • Develop strategies for empowering your communication style
      • Fill out your own “Behavioral Map” for dealing with difficult personality types
      • Brainstorm strategies for dealing with actual difficult situations
      Prerequisites: None

      Topics

      • Powerful people principles
      • How your own behaviors reinforce the behaviors you get from others
      • What produces change
      • Boundaries in relationships
      • The difference between what you can and cannot control
      • Difficult personality types – what they do and why
      • Dealing with difficult people
      • Conflict resolution strategies
      • What not to do and how to avoid reinforcing difficult behaviors
      • How to stay empowered with difficult people
      • Negotiation strategies
      • Group problem solving – brainstorming strategies for dealing with actual workplace situations

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  • Conflict: Obstacle or Opportunity

    • Conflict: Obstacle or Opportunity

      Course Number:       7-13-KMJF
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Well-managed conflict is one of the most important driving forces we have to growth, development, and change. When people resolve conflicts quickly and respectfully with a positive attitude, they become better working partners and increase productivity. The key to resolving conflict is to understand the choices we have available when we encounter conflict situations. This session provides participants with the techniques and strategies to overcome the obstacles and focus on the opportunities of conflict.

      Objectives/Topics

      As a result of taking this course, you will:
      • Learn what you should do with anger when resolving conflict
      • Understand your conflict resolution style
      • Develop a conflict resolution attitude
      • Learn strategies for negotiating win-win solutions
      • Turn conflict into opportunity for personal, interpersonal, and professional growth
      Prerequisites: None

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  • Courage to Communicate

    • Courage to Communicate

      Course Number:       7-6-MS 
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Helps participants enhance their ability to manage conflict through an effective conversation structure.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Understand key causes of conflict.
      • Appreciate five common approaches to conflict and gain an awareness of the pros/cons of using each.
      • Recognize responses to conflict.
      • Appreciate key behaviors for conducting a difficult conversation.
      • Apply a communication model for managing problematic conversations.
      • Receive coaching following skill practice.
      • Brainstorm ways to introduce and apply the tools after the workshop.
      • Increase confidence in interacting with all levels.
      • Create a personal commitment plan to drive lasting improvement.
      Prerequisites: None

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  • Managing Conflict

    • Managing Conflict

      Course Number:       7-7-GO
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      This course reviews why conflict occurs and how to mitigate its potentially harmful effects on productivity and morale in the workplace. Participants learn about the conflict cycle and an approach to handle and resolve conflict.

      Objectives

      As a result of taking this course, you will learn to:
      • Recognize why conflict builds and occurs
      • Better control a situation before it escalates into a serious conflict
      • Conduct a constructive feedback discussion to resolve an inter-personal conflict
      • Effectively utilize team or group conflict
      • Mediate conflict situations
      • Develop a personal action plan for resolving an actual or anticipated conflict situation
      Prerequisites: None

      Topics

      • Understanding why conflict occurs
      • A discussion of the conflict cycle
      • Thomas-Kilmann Styles Instrument
      • Resolving conflict using a four step approach and applying this approach to resolve conflict
      • Utilizing mediation techniques in conflict settings
      • Communication during conflict
      • How to effectively give and receive constructive feedback
      • Deciding whether to give feedback
      • Preparing for the discussion
      • How to conduct the conversation
      • A review of a feedback example
      • Conflict resolution feedback exercise
      • Effectively utilizing conflict in teams or groups
      • Understanding the benefits of team or group conflict
      • Tools to navigate a team or group through the “storming” or conflict stage
      • Developing a personal action plan for resolving conflict

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  • Managing Conflict With Positive Power Plays
  • Working in a Matrix Organization

    • Working in a Matrix Organization

      Course Number:       7-14-GO 
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      The objective of this program is to discuss the benefits and challenges of working in a matrix organization structure including how to clarify expectations, roles and responsibilities, how to handle conflict caused by conflicting requirements and creating personal matrix maps.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Describe the purpose and benefits of a matrix organization structure.
      • Demonstrate the key skills and behaviors for success in a matrix organization.
      • Apply matrix tools in support of key skills and behaviors.
      • Identify personal strengths and opportunity for improvement areas in your roles in the matrix structure. 
      Prerequisites: None

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