Training

Home / Our Services / Training

With 30 years in the business of human and workplace dynamics and thought-leaders in the soft-skills arena, we have been in and out of organizations in nearly every industry.  Thus, we recognize there are many aspects and challenges in which people and organizations face.  Therefore, we have developed a series of workshops to tackle the many.

Further, we know every industry, organization and workplace has its own unique culture and issues.  Therefore, we tailored our training to the specific needs of each client.  If you would like to discuss or learn more about our programs or training…we are just a phone call or email away.

Finally, we use a number of facilitation methodologies–including Socratic Method, Buzz Group, Small/Large Group Activities, Role Plays, Coaching, and Case Study.  The bottom line is that our workshops are highly engaging, interactive and experiential.


Most Requested Programs

[Download PDF]

At the end of each respective workshop participants will be able to:

Team-building

  • Understand the stages of team development—and why they are important
  • Build a team on the foundation of trust and communication
  • Understand and contribute to the 5 elements of a winning team
  • Understand and leverage the “see, do, get” of a team
  • Communicate and interact openly—with candor and authenticity—using tact and diplomacy
  • Deal effectively with individual/team conflict
  • Foster an environment of cooperation and collaboration
  • Harness a teams diversity—e.g., skills, personalities, life experiences, culture, and backgrounds
  • Diagnose team problems and why a team is not operating at optimum capability
  • Understand 7 Lessons from the U.S. Military Special Ops’ teams

Customer Service:

     General:

  • Understand the “abc’s” of customer service excellent (this objective also includes helping attendees come to a common understanding and belief around excellent customer service).
  • Apply techniques to improve face-to-face customer service.
  • Apply techniques to improve virtual (telephone/email) customer service.
  • Develop a “customer service excellence” mindset.
  • Examine and correct your verbal communication and body language to improve how you are perceived by customers.
  • Make more customers feel understood, important and appreciated.
  • Manage your own mindset (perceptions/expectations/attitude/stress) and emotions—and therefore helping you to behave in more a intentional, appropriate and professional manner—and become better at managing the customers mindset and emotions.
  • Use powerful “soft skills” including empathic listening, assertive communication, technique of asking really good questions to understand and clarify customer needs, desires, requirements, and concerns.
  • [Add your own]

     Building a Culture of Customer Service:

  • Learn a process for building a culture customer service/relations excellence
  • Develop best practices for the various aspects of customer service
  • Understand the various limiting factors (obstacles and roadblocks) to delivering customer service excellence—and how to overcome them.
  • Understand how to get positive reviews on customer surveys.
  • Add your own]

    Dealing with Dissatisfied or Difficult Customers:

  • Understand and develop simple techniques for quickly building rapport with customers
  • Apply techniques for dealing with complaints, and dissatisfied or difficult
  • Use a simple problem-solving technique for handling customers concerns.
  • Learn how to properly understand and respond to critical/negative customer feedback.
  • Learn to strategies and techniques for disarming difficult people.
  • Add your own]

Effective Communication

  • Learn to develop clear and concise messages organized to meet the needs of the listener
  • Learn to manage their verbal and nonverbal language through voice tone, gestures, and other components of communication
  • Learn the importance of two-way communication, which involves the skills of active listening, such as advising, probing, reflecting, supporting, and feedback

Conflict Resolution

  • Learn to use effective communications in order to understand other people’s points of view
  • Learn to establish an open and cooperative environment to work out differences
  • Learn to manage conflict more efficiently and effectively in order to reduce the negative long-term consequences that are associated with unresolved differences
  • Learn to use the inside-out approach to explore how they may be contributing to potential conflict
  • Understand the consequences of their words and actions

Diversity/Inclusion/Unconscious Bias

  • Through Humadyn’s comprehensive, visual and interactive model…participants will be able to uniquely see, understand and describe the origins, paths and patterns of unconscious bias.
  • Understand the science, research, and impact of unconscious bias.
  • Be more aware of their own unconscious biases…so as to better manage their thoughts, “PEPA” (Perceptions/Expectations/Perimeter of Personal Power/Attitudes) and behaviors; thus how they evaluate, assess, interact, think, and work with other people.
  • Learn new strategies and techniques to recognize and mitigate bias. Therefore, allowing employees/managers to develop skills that improve how they make decisions, evaluate employees, and foster better interpersonal and group interactions.
  • Understand personal and organizational values and norms that drives workplace and organization’s culture. Further, how to change…and adopt new values and norms.
  • Create an individual action plan that encourages and positions them to put into action newly learned knowledge, skills, attitudes, and abilities (KSA)—particularly as they relates to relationships with direct reports, teams, managers and internal/external customers.

Motivation / Positive Group Dynamics

  • How to build or rebuild a strong team foundation
  • Cultivate and nurture a positive group dynamics and team culture
  • Develop effective techniques to boost participation
  • Identify the ways to develop a collaborative team environment
  • Develop ways to effectively gain employee commitment
  • Learn to motivate your organization through goal-setting

Personal / Professional Development

  • Apply a personal (and organizational) change model that can cause you to make lasting positive change in your habits and behaviors
  • Understand and use tools for Mind-ManagementTM —i.e., managing expectations, attitude, etc
  • Increase acceptance and use of feedback as tool for self-awareness and reflection

How to be a Great Customer Servant

  • Cultivate a manageable mindset that cultivates great customer service
  • Make customers feel important and appreciated
  • Apply positive, assertive communications skills
  • Examining body language and attitude to understand how you are perceived by others
  • Apply techniques for dealing with complaints and difficult customers
  • Learn to strategies and techniques for disarming difficult people

Supervisory / Leadership Centered Programs
(Some of the following can also be tailored to be more employee-centered)

Creating Positive and Productive Workplace

  • Understand where attitudes come and how they influence the workplace
  • Learn to control your own attitude–every day
  • Learn how to deal with people who bring down the workplace
  • Learn how to create and maintain a positive workplace

Aspiring Leaders (Four Modules):

  • Self-Leadership Through Self-Awareness (improving self-awareness)
  • Soft-Skills for Leaders (various skills)
  • The Aspiring Leader (leadership acumen, style, approaches)
  • Your Personal Leadership Brand (how to build a reputable brand)

Leadership Through Influence

  • Understand and develop the practice of Leadership by Influence
  • Distinguish between types and styles of leadership–and which ones work for you.
  • Understand your personal leadership style and its implications.
  • Develop a personal leadership style and strategy.
  • Develop a set of personal goals and a plan to guide you to accomplishing these goals.
  • Create a vision statement for yourself and/or your organization.
  • Develop a process or system for understanding your peoples expectations, needs, and desires.
  • Identify the tactics you will use to motivate people on your team and staff.
  • Identify issues that are important rather than merely urgent.
  • Craft a set of core values your team and the organization.
  • Develop a model for organizational leadership effectiveness.

Managing Diversity (or Diversity “Awareness” for employees)

  • A better understanding of diversity—the myths, realities and the current issues and trends
  • Better understand the issues of “me, them, and us.”
  • Learn and Apply Strategies for Communicating Across Cultures
  • Develop an Action Plan for creating a workplace that values the positive aspects that each person of age, color, ethnicity, religion, and gender can brings to the table
  • Bridging the Generation Gap

Supervisory Training

  • Understand basic principles to effective supervision
  • Give effective feedback and performance appraisals
  • Learn how to counsel, provide feedback and discipline employees
  • Develop effective communications, listening and interpersonal skills
  • Understand the concepts of effective rewards/punishments and formal/informal recognition
  • Develop decision and problem solving skills
  • Discover the ins and outs of termination
  • Provide performance changing feedback and document employee performance

Change Management

  • Establish the proper mind-shift from seeing change as a crisis to opportunity for growth and improvement
  • Understand phases of change to help understand the “why” change creates stress and resistance
  • Use important steps to proper mind-management
  • Develop a plan to effectively communicate during times of change
  • Use a 5-step strategy to produce positive outcomes during times of change

Motivating Employees

  • How to build or rebuild a strong team foundation
  • Identify the importance and criteria for choosing the right people for a project
  • Cultivate and nurture a positive team culture
  • Develop effective techniques to boost participation
  • Identify the ways to develop a collaborative team environment
  • Develop ways to effectively gain employee commitment
  • Learn to motivate your organization through goal-setting

Performance /Professional Development Centered Programs

Writing Self-Appraisals / Assessments

  • Reflect and assess successes and challenges during the past year
  • Gather and prepare supporting documentation
  • Effectively monitor, track, and document your performance, activities, and accomplishments using the Humadyn Performance Activity Log
  • Understand, establish and work with a Writing Mastermind Group to develop and fully articulate past accomplishments
  • Using a new paradigm and approach and the Humadyn 6-Step Process, write high concise, clearly understood and impact contribution statements and self-assessments

Writing SMART Objectives:

  • How to distinguish the differences between goals and objectives
  • How to develop these objectives through a five step interactive process
  • How to critique sample objectives through a variety of suggested diagnostic questions to ensure that objectives are indeed S.M.A.R.T.
  • Practice with developing your own S.M.A.R.T. objectives
  • How to overcome potential obstacles when developing these objectives

Writing Employee Appraisals

  • Understand and prevent rater errors and how they impact accurate employee evaluations
  • Writing clearly and concisely using a step-by-step checklist and process to ensure adequate information and clarity is included in appraisals
  • Write keep consistency between the rating and appraisal write up
  • Track, monitor, and document performance in a way that when it comes time for the interim and final review, the supervisor (and employee) has everything needed to write high-impact self-assessments and appraisals

Straight Talk Performance Feedback/Counseling

  • Build trust and credibility with subordinates, coworkers and superiors
  • Understand common barriers and apply techniques for effective listening
  • Develop communications and feedback techniques that lead to improved performance counseling
  • Communicate assertively, persuasively, with tact and diplomacy
  • Understand five major conflict resolution styles and strategies
  • Diplomatically debate perceptions and discrepancies of performance
  • Develop a Win-Win Performance Counseling Agreement as a foundation to effective counseling
  • Increase acceptance and use feedback as tool for self-awareness and improvement

You Name and Build the Workshop

  • As soft-skills experts—with a substantial background in human/workplace dynamics—we can build just about any soft-skills workshop you need. Just give us a call and we’ll help you think through and develop a program that fits your specific needs and requirements.