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.

  • Becoming a Great Coach While Being a Star Player
    • Becoming a Great Coach While Being a Star Player

      Course Number:
      077-KM
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      The fact that a particular employee is exceptional at his/her job does not necessarily mean that he/she can manage the growth and development of a less experienced person in that job function or substantive area. It is, however, absolutely crucial for the company that coaching and mentoring are readily available for younger, less experienced employees who show promise, but who need development. This course is meant to teach high-potential employees how to leverage their insights, experience, and know-how in ways that allow them to directly nurture and facilitate the development of others.

      Objectives/Topics

      As a result of taking this course, you will:
      • Learn about the differences between the ideal skill sets of star players and great coaches
      • Learn to develop the skills of a coach while leveraging the technical know-how and tenacity of a star player
      • Coach others for development and improved performance
      • Learn to manage with appreciation and respect for diversity of individual values and needs
      • Learn to delegate tasks as needed with awareness of employee development opportunities
      • Provide people with both reinforcing and redirecting feedback in a positive and motivating way
      • Learn a model for effectively coaching others that is adaptable for people with differing learning styles and personality types
      Prerequisites: None

      Share with others

  • Coach's Guide to Culture and Conflict
    • Coach's Guide to Culture and Conflict

      Course Number: 090-PC
      Recommended Duration: 2 days

      Intended Audience: Leaders and managers who may be coaching others through culture, diversity, and conflict issues. Also any others with responsibility for diversity in the workplace.

      Course Overview

      Creating a workplace that is aware of and respects the broad spectrum of human diversity is imperative for many organizations. This interactive course increases your understanding of all aspects of diversity and begins the process for dialogue and working together productively. Special emphasis is placed on providing you with skills and competencies that you will need to coach others through challenges and conflicts on multicultural and inclusive teams.

      Key Objectives

      • A definition of diversity and an understanding of diversity issues at theindividual level
      • Cultural filters and dimensions of diversity
      • Assumptions, impressions, and personal responsibility
      • The behavior awareness model
      • Tools for coaching others through their conflicts
      • Communication skills to enhance diversity engagement

      Topics

      • A definition of diversity and an understanding of diversity issues at the individual level
      • Cultural filters and dimensions of diversity
      • Assumptions, impressions, and personal responsibility
      • The behavior awareness model
      • Tools for coaching others through their conflicts
      • Communication skills to enhance diversity engagement

      Share with others

  • 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:
      060-KM
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      The differences between men and women go far beyond the obvious. Because we may not be aware of these differences, we can experience communication misfires and get mired in conflict in both our personal and professional relationships. This session presents these key differences, along with strategies for both men and women to enhance their working relationships with one another in order to increase productivity and reduce stress.

      Objectives/Topics

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

      Share with others

  • Leave it to Beaver Meets iPod: Bridging the Generation Gap
    • Leave it to Beaver Meets iPod: Bridging the Generation Gap

      Course Number:
      072-KM
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      The workplace is now a community made up of people from four different generations. To create a community capable of bridging the gap of generations, we must learn to appreciate and understand our generational differences and similarities. This course helps participants to learn from, respect, and appreciate the different generations spanning the workplace.

      Objectives/Topics

      As a result of taking this course, you will:
      • Explore the different generations that span our workplace community and learn what makes each generation unique
      • Learn how each generation has a different set of values with respect to “work ethic”, “teamwork”, “feedback”, “loyalty”, “management style”, and “messages that motivate”
      • Gain tools and techniques for bridging the generation gap and connecting with those years apart from yourself
      • Learn how to supervise and communicate more effectively with each generation
      • Challenge yourself to respect and appreciate generational differences
      • Learn how and when to adapt ones style in order to connect and engage more effectively with others
      • Expand your ability to gain new perspectives and to learn from what each generation has to offer
      Prerequisites: None

      Share with others

  • Opening Doors: Diversity as Creative and Financial Opportunity
    • Opening Doors: Diversity as Creative and Financial Opportunity

      Course Number:
      081-KM
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      This course could be defined as understanding, respecting, valuing, and leveraging our differences in order to create a workforce where all employees experience the doors of opportunity opening for them. This course will explore why each word in the definition is important. We need to understand differences to avoid fear and prejudice. We need to respect differences to avoid pride and arrogance. We need to appreciate differences to develop positive attitudes. We need to value differences to proactively embrace our potential, and we need to leverage our differences to become truly great.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Consider the business case for diversity
      • Understand the legal framework of anti-discrimination laws
      • Understand why businesses that “look like communities they serve” tend to be more successful than others
      • Consider research that shows that the best business decisions are made when a diverse collection of ideas and perspectives are first considered
      • Recognize and leverage the value of individual diversity in all of its forms
      • Develop strategies for building long-lasting, diverse interpersonal networks
      Prerequisites: None

      Share with others

  • Who Me? Understanding & Eliminating Sexual Harassment
    • Who Me? Understanding & Elimiinating Sexual Harrassment

      Course Number:
      084-KM
      Recommended Duration: ½ Day to 1 Day

      Intended Audience: All Employees

      Course Overview

      This course teaches employees what sexual harassment is, what behaviors constitute harassment, how to report instances of harassment, and why the company has a zero-tolerance policy. The course also examines the dynamics of human relationships and communication, and offers various group activities and discussions to help employees understand the “human” issues behind the harassment. It explains how our relational styles can sometimes clash so that one individual’s seemingly innocent behavior can be interpreted and experienced as intimidating, hostile or offensive by another individual. Participants will receive the tools they need to recognize why perceptions are often different then intentions. The objective of the course is to eliminate sexual harassment in the workplace by emphasizing awareness of how our behavioral styles are received by the opposite sex.

      Objectives/Topics

      As a result of taking this course, you will:
      • Learn the basic dos and don’ts of sexual harassment
      • Understand the two basic relational styles which people use in all professional and interpersonal relationships
      • Learn how relational styles can clash and create an intimidating, hostile or offensive work environment
      • Discover how to give and receive feedback to each other concerning each other’s behavior
      • Develop healthy boundaries with co-workers and those in positions of authority
      • Experience relationships based on genuineness, team building, trust, and mutual respect
      Prerequisites: None

      Share with others

  • Why are Women So Strange and Men So Weird
    • Why Are Women So Weird and Men So Strange? How to Communicate Effectively With the Other Gender at Work

      Course Number: KM
      Recommended Duration: 1 Day

      Course Overview

      At the heart of any business is relationships - between the company and its’ customers, management and its’ employees, and among co-workers. People who have achieved success are those who have developed effective relationship skills.

      Unfortunately, there is a difference in our lives that keeps us from being effective when it comes to working with the other gender. This difference is called the ‘Gender Gap’, and it can be defined as the gap in our lives between what we believe to be true about the other gender and what is really true. The wider this gap is, the more communication mismatch, misfire, and misunderstanding.

      “Why are Women So Strange and Men So Weird?” narrows the gender gap by presenting the key differences between men and women that lead to miscommunication and unproductive conflicts. This program also provides strategies for both men and women to enhance their working relationships in order to increase productivity and reduce stress.

      Key Objectives

      • Maximize the inherent strengths of both men and women to empower the organization.
      • Learn the different languages spoken by men and women.
      • Defuse potential conflict situations by understanding the underlying gender-specific differences that “fuel the fire”.
      • Learn practical speaking to male and female colleagues to motivate and maximize their talents and skills.
      • Understand the gap between our belief systems about men and women and what is really true.
      • Develop a close knit and highly performing team.
      • Discover how traditional cultural value systems can reduce personal energy, effectiveness and enthusiasm.

      Share with others

  • Emotional Intelligence: 90 Minute Workouts
    • Emotional Intelligence: 90 Minute Workouts

      Course Number: 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

      Share with others

  • Emotional Intelligence: Focus on High Performance Teaming and Performance MGMT
    • Emotional Intelligence: Focus on High Performance Teaming and Collaboration

      Course Number: KM
      Recommended Duration: 2 Days

      Intended Audience: This program is designed for both members and managers of intact teams, as a team-building workshop.  

      Course Overview

      Today there is a growing body of science in the emerging field of Emotional Intelligence that supports the idea that self-awareness, self-management, social awareness and relationship effectiveness are four principal success factors in careers. This is especially true since high performance teams are critical for the success of most business ventures. The proper understanding and use of emotional information can be critical in helping employees become more effective at teaming together, collaborating, generating support, promoting ideas, and serving customers.

      This program is designed to provide participants with the tools and strategies that they need to handle the most stressful and difficult challenges of teaming and collaborating with one another.

      Part One: Creating the Team Charter -- How We Would Like to Treat One Another

      In Part One of this program, team members will explore the four domain model of Emotional Intelligence and the various emotional competencies that contribute to an emotionally positive team environment. They will then develop a Team Charter that is designed to clarify the expectations that team members have of one another.

      Part Two: Fulfilling the Team Charter -- How to Fulfill Our Commitments

      Most teams that try to make impressive improvements in key performance areas are generally good at developing a team charter and defining the expectations they have of one another. What separates good teams from great teams is that great teams know what to do, and especially know how to communicate with one another when something goes wrong.

      In Part Two of this program, team members will explore how to use the Team Charter as a tool for giving and receiving effective feedback. For example, if we have agreed that we are committed to managing our emotions and avoiding knee jerk reactions, part two is all about how to do that. The primary focus of part two will be on using the team charter as a standard for managing difficult conversations like holding one another accountable, seeking, receiving and giving feedback, influencing without authority, and providing one another with encouragement and support.


      Objectives

      As a result of taking this course, participants will:
      • Focus on the emotional competency of Teamwork and Collaboration within the context of the four domain model of emotional intelligence
      • Explore the dynamics of all high performance teams
      • Learn communication strategies that enable them to influence, inspire, and motivate each other without depending on authority
      • Participate in teaming activities that are designed to build trust, healthy competition, and collaborative intention
      • Discover how to create the kind of workplace environment where team members consistently and freely give ‘discretionary emotional energy’ to one another
      • Explore team work skills and strategies that contribute to an emotionally positive team environment
      • Develop a Team Charter that clarifies the expectations that team members have of one another
      • Practice strategies for communicating expectations, giving and receiving feedback, and holding one another accountable for results
      Prerequisites: None

      Topics

           I.    Emotional Intelligence: Focus on Teaming and Collaboration.

      ·      Introduction: The Four Domain Model of Emotional Intelligence revisited

      ·      Focus on High Performance Teaming & Collaboration

      ·      Teaming Activity

      II.    The Emotional Competency of Teaming and Collaboration

      ·       The Dynamics of High Performance Teams

      ·       The importance of empathy

      ·       Understanding influence, inspiration and motivation

      ·       Building trust and healthy competition, and avoiding irrelevant competition

      ·       Communicating expectations and maintaining mutual accountability

      ·       Team building activity

      ·       Creating a positive, dynamic team environment

      ·       Some thoughts on what to focus on for personal development

      III.   Developing the Team Charter

      ·       Self-Awareness Agreements

      ·       Self-Management Agreements

      ·       Social Awareness Agreements

      ·       Teaming & Collaboration Agreements

      IV.   Giving and Receiving Feedback

      ·       How to give effective team performance feedback

      ·       How to receive effective team performance feedback

      ·       Team practice – giving and receiving feedback using the Team Charter

      Share with others

  • Emotional Intelligence: Street Smarts for Success
    • Emotional Intelligence: Street Smarts for Success

      Course Number:
      017-JF
      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

      Share with others

  • Emotional Intelligence: The New Science of Leadership
    • Emotional Intelligence: The New Science of Leadership

      Course Number:
      020-JF
      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

      Share with others

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

      Course Number:
      055-KM
      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 learn to:
      • 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

      Share with others

  • Bambi vs. Godzilla: Dealing with Difficult People
    • Bambi vs. Godzilla: Dealing with Difficult People

      Course Number:
      061-KM
      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

      Share with others

  • Conflict: Obstacle or Opportunity
    • Conflict: Obstacle or Opportunity

      Course Number:
      063-KM
      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

      Share with others

  • Handling Tough Customers
    • Handling Tough Customers

      Course Number:
      050-GO
      Recommended Duration: ½ Day

      Intended Audience: Individuals who want to improve their customer service performance.

      Course Overview

      This course helps students examine their attitudes about customer service and suggests ways to increase customer service performance. Students will assess their behavior regarding having a positive attitude, encouraging feedback, responding to problems, handling difficult customers, developing long term customer relationships and trying to exceed expectations.

      Objectives

      As a result of taking this course, you will learn to:
      • Describe characteristics of good and bad customer service
      • Identify your internal and external customers and their general expectations
      • Anticipate and respond to common customer complaints
      • Diffuse the angry customer
      • Solve customer service problems
      Prerequisites: None

      Topics
      • Characteristics of good and bad customer service
      • Identifying your customers
      • Understanding how your attitude relates to customer service
      • Common customer complaints
      • Anticipating complaints
      • Five steps to handling customer complaints or objections
      • Solving customers’ problems
      • Types of problems to solve
      • Establishing a person-to-person relationship
      • Establishing a professional-to-customer relationship
      • Solving the problem through listening and asking
      • Skill practice and action planning

      Share with others

  • Managing Conflict
    • Managing Conflict

      Course Number:
      036-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

      Share with others

  • Personality Talk: Communication Techniques for Overcoming Personality Differences
    • Personality Talk: Communication Techniques for Overcoming Personality Differences

      Course Number:
      071-KM
      Recommended Duration: 1 Day

      Intended Audience: All Employees

      Course Overview

      Differences of personality or operational style can be a primary source of conflict in the workplace. Such energy robbing conflict arises when we fail to understand that we are all different in the way we do things. The ability to recognize and work within these style differences maximizes the benefits of diversity and infuses work teams with productive synergy. This course explores stylistic differences through the use of a simple personality profile (Myers-Briggs Short Form). This exploration creates an understanding of different stylistic types and provides strategies for speaking one another’s stylistic language.

      Objectives/Topics

      As a result of taking this course, you will learn to:
      • Discover your own style and stylistic language
      • Explore how your style is reflected in your personal and professional relationships
      • Develop communication strategies for successful interactions with those who operate from another style
      • Increase your interpersonal effectiveness both at home and in the workplace
      Prerequisites: None

      Share with others


Please click here to return to the Professional Development page.