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Standard Presentations

Selection Interviewing

            Guidelines for Employment Interviews
            Understanding the Process
            Types of Interviews
            Types of Pre-employment Questions Not to Ask
            Interview Considerations
            EEO Considerations
                       Equal Pay Act
                       Civil Rights Act of 1964
                       Age Discrimination Act
                       Equal Employment Act
                       Pregnancy Discrimination Act
                       Vocational Rehabilitation Act
                       Americans with Disabilities Act
                       Civil Rights Act of 1991
            Planning the Interview
            The Selection Process

Strategic Planning

            Planning
            Organizational Mission
            Strategic Goals
            Strategic Objectives
            Strategic Strategies
            Strategic Tactics
            Strategic Plan
            Guidelines for Setting Objectives
            The Planning Process

Communication Model

            Formal Communication
            Informal Communication
            Creating Open Communication
            Communication Barriers
            Communication Styles
            Effective Assertive Behavior
            Nonverbal Communication
            False Communication Assumptions
            Communicating Negative Information
            Communicating Company Image
            Active Listening
            Listening Curve

Leadership Development

            Leadership
            Leadership vs. Management
            Power and Influence
                      Types of Power
                      Influence Tactics
                      Empowerment
                      Delegation
                      Leadership Style
                      Path-Goal Leadership Approach
                      Situational Variables that Affect Leadership
                      Leadership and Employees’ Efforts
                      Types of Rewards
                      Supportive Behavior
                      Coaching Employees

Customer Service

           Professional Ethics
                       Definition of Ethics
                       Customer Service and Ethics
                       Customer-Centered Organizations
                       Customer Philosophy
                                   Definition of Customer Philosophy
                                   Customer Value
                                   Customer Needs
                                   Customer Behavior
                                   Customer Satisfaction
                       Methods of Tracking and Measuring Customer Service
                       Retaining Customers
                       Customer Service Decision
                       Managing Service Quality

Team Development

           Definition of Team vs. Work Groups
           Guidelines for Team Building
           Team Leadership
           Team Behaviors
           Demonstrating Respect for Team Members
           Creating a Positive Team Environment
           Team Roles
           Developing Common Team Goals
           Stages of Team Development
           Building Team Cohesiveness
           Team Norms
           Self-Perception of Team Abilities
                       Sources of Self-Perception
                       Implications for Management
                       Locus of Control
                       Team Stereotyping
                       Self-Fulfilling Prophecy

Behavioral Modification

           Sources of Behavior
           Foundations of Behavior
           Behavior Modeling
           Behavior Modifications
           Behavior Modification Strategies

Time Management

           Time Management Defined
           Listing Work Activities
           Assigning Priorities
           Divide and Conquer
           Consolidation of Tasks
           Focusing on Goals
           Knowing Your Abilities
           Peak Times
           Time Log Studies
           Daily Planners
           Time Management