17 Modules Outline

Change Management
Change Management: Change and How to Deal with It

This one-day workshop will help you teach participants how to:
- Accept there are no normal or abnormal ways of reacting to change, but that we must start
from where we are.
- See change not as something to be feared and resisted but as an essential element of the
world to be accepted.
- Understand that adapting to change is not technical but attitudinal. Change is not an
intellectual issue but one that strikes at who you are.
- Recognize that before we can embrace the way things will be, we must go through a process
of grieving, and of letting go of the way things used to be.
- See change as an opportunity for self-motivation and innovation.
- Identify strategies for helping change be accepted and implemented in the workplace.
Introduction and Course Overview
You will spend the first part of the day getting to know participants and discussing what will take place
during the workshop. Students will also have an opportunity to identify their personal learning
objectives.
What is Change?
To begin the day, we will discuss some basics of change, including definitions and examples.
The Change Cycle
During this session, we will explore the three phases of William Bridges change cycle through lecture
and small group work.
The Four room Apartment
This session will look at change using Claes Janssens four room apartment model.
The Pace of Change
We will look at how different people react to change in different ways and at different times through a
lecture and a case study.
The Pyramid Response to Change
We will examine how employees, middle management, and upper management are affected by
change.
Dealing with Resistance

During this session, we will examine the three keys to successful change.
Strategies for Dealing with Change
Now that we have looked at change using a number of models, we will look at five strategies that can
help you deal with change.
Managing Anger
Change often makes people feel angry. We will look at some ways of dealing with our own anger and
the anger of others through lecture and small group work.
Managing Stress
Change can also make people feel stressed. During this session, we will look at some stress
management and relaxation techniques.
Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
Program Flow
S.No
Modules Covered
Methodology
1.
Introduction, Ice breaker and course

overview
What is change?
Type of changes
The change Cycle
Phases of change cycle
Tea Break
Trainer led discussion
4.
Four room apartment
Question based discussion
5.
The pace of change

Reaction to change
2.
3.

Case study
Duration
(in mins)
30
30
15
15
QBD
Case study and debrief (Getting
more from the last hour)
Morning Recap
Lunch
15
60
15
45
6.
Energiser: Spot the change
Group activity
30
7.
The Pyramid Response to Change
30
8.
Dealing with resistance

Empathy
Participation
Communication
Dealing with Change
Understanding Resiliency
Tea Break
15
Pre Assignment
Review and debrief
Managing Anger
The Five dimensions
Dealing with the Anger of Others
Seven Steps to Ironing Things Out
Managing stress
30

Individual exercise and debrief
60
Group exercise
30
9.
10.
11.
12.
13.
Workshop wrap up
Action plan
15
15
15
465
Stress Management
Stress Management
Overview:
This one-day workshop will explore the harmful long-term effects of stress on our mental and
physical health and provide suggestions for managing our individual stresses more effectively.
Strategies may include changes in lifestyle, stress management techniques such as relaxation
and exercise, and the use of music or humour as coping strategies.
Learning Objectives:
Recognize that stress is a positive, unavoidable part of everybody's life.

Identify the symptoms of chronic stress overload.
Identify how lifestyle choices can contribute to stress and how we can work toward making different
choices.
Develop some techniques to help manage stress right now
Begin planning long-term protection against the cumulative affects of stress.
Workshop Outline and Methodology:

Facilitators use a variety of training methods for each workshop, including large group discussions,
individual work and reflection, small group discussions and exercises, case studies and simulations
for role play. Videos that are applicable will form a part of some workshops.
Customization will be based on information provided by the human resource department or the
individual department prior to the workshop. These will be interactive workshops with a 40/60 split
between concept/theory and practical application of skills discussed. Class size should be kept under
20, whenever possible, so each participant will have the opportunity to gain techniques for the types
of situations they deal with or expect to deal with.
Introduction, Learning Objectives and Agenda:
The workshop begins with individual introductions and a group exercise to put everybody at ease.
This is followed by a large group discussion about the effects of stress and why we need to give more
than lip service to developing strategies for managing that stress. (3/4 hour)
How Does Stress Affect Us?
A large group discussion complete with diagrams to illustrate what stress does to our bodies and our
minds if it is allowed to go unchecked. (1/2 hour)
What is Stress About?
Individuals rate themselves and their stress levels on each of several types of charts or scales, with the
understanding that there is no reward for proving that you are more stressed out than others. The only
reward is getting a handle on the amount of stress we do feel. (1/2 hour)
Checklist of Stress Symptoms
Holmes Rahe Stress Rating
Hanson Scale of Stress Resistance
The Human Scale
Stress Exhaustion Symptoms
Burnout Test
Stress and Time:
Small group discussion of the everyday things that stress us out and how to better manage our time to
avoid this. (1/2 hour)
The Stress Tax:

A large group discussion about what stress costs us as an individual and what stress costs employers.
( hour)
Managing Stress:
Large group discussion about the three factors of stress management: Personality, Nature of
Organization, and Quality of Support. ( hour)
Stress and Gender:
Large group discussion of some of the research that has been done about stress, and how age, gender,
and attitude, and occupation figure into our reactions to stress. ( hour)
Taking Care of Your Body and Mind:
Group discussion of the four pillars of stress management: good nutrition, exercise, strong supportive
relationships, and relaxation techniques. (1/2 hour)
Stress Management Strategies:
Discussion of the three strategies: alter, avoid, and accept. Participants will also complete individual
charts of drainers and fillers; things that drain and energize them. (3/4 hour)
The Less Stress Lessons:
Discussion and demonstration of ways we can relax, including breathing, body scan, and awareness. (
hour)
Personal Action Plan:
This is a culmination of the days discussions and provides individuals with a structured way of planning
to reduce stress in their lives. (1/2 hour)
Program Flow
S.No
Session Covered
Methodology
1.
Introduction, ice breaker and course

overview
2.
Defining stress and how it affect us
Trainer led
discussion and group
activity
Trainer led
discussion and group
exercise
3.
4.
Tea break
What is stress about?
5.
6.
Stress and time

The stress tax
7.
8.
9.
Lunch break
Energiser
Managing stress
10.
Stress and Gender
11.
Taking Care of Your Body and Your

Mind
12.
13.
14.
Tea Break
Three basics stress management
strategies
The less stress lesson
15.
16.
Plan for the future

Workshop wrap up and action plan
Trainer led
discussion and
individual activity
Exercise
Discussion and
exercise
Group exercise
Trainer led
discussion
Trainer led
discussion
Trainer led
discussion and
debrief
Individual exercise
Trainer Led
discussion
Group exercise
Duration
(in Mins)
45
60
15
45
30
15
45
15
15
15
30
15
30
15
30
15
435
Time Management
Time Management: Get Organized for Peak Performance

Time is money, the adage goes, and lots of it gets lost in disorganization and disruption. This one-day
workshop helps you organize and prioritize for greater workplace efficiency. Youll learn to get a grip
on your office space, organize your work flow, learn how use your planner effectively, say no without
guilt, and delegate some of your work to other people. This workshop is full of ideas for organizing
your work area and your paperwork and working on the right things.
During this one-day workshop, you will teach participants to:
Organize yourself and your workspace for peak efficiency.
Describe the importance of and the most useful techniques for setting and achieving goals.
Identify the right things to be doing and develop plans for doing them.
List and explain what to delegate and how to delegate well.
Organize things that would derail workplace productivity.
objectives.
Left Brain/Right Brain
This part talks about left and right brain people and determining which type is predominantly used and
then trying to incorporate ideas from both types.
Setting Goals
Before you can develop plans, you have to know what you want to accomplishyour goals or targets
how you want to accomplish those goals or targets, what resources of time, money and materials
you have, and who will carry out the implementation. Most of us cant hit a target if we cant see it. So
set some targets for yourself, targets that you can see.and well start the journey to reaching them.
Planning Tools
During this session, the participant will elicit different planning tools and guidelines through which they
can have a better use of these planning tools.
The Four Ds
Under this session the participants will be able to prioritize their work using the 4 Ds method
The Clock and the Compass

This session talks about the relation between the clock and the compass. The clock represents what
we do with the time, and how do we manage our time and the compass represents our long term
goals and how we lead our lives. Say the clock represents urgency while the compass represents
importance.
Urgent/Important Model
This model distinguishes all our activities in four classifications. The Matrix tells us the way in which
we tend to spend our time and also what should we be concentrating upon.
Managing Your Time
In this session participants will work out a 168 hour plan for the last week and for the coming week.
Waste Reducers/ Activity expanders
Waste Reducers are habits that one would like to discard. Activity Expanders are habits that one
would like to acquire.
Delegation
In The Creative Edge, author William C. Miller defines five levels of delegation:
Tell, sell, consult, participate, delegate
Projects
According to Tom Peters, all work is made up of projects. Projects have a start time and an end time.
Projects require "interdependencies." Projects must be completed with limited resources. People who
work on it often must report to someone else. Projects should have clearly stated goals.
Set a Ritual
Routines simplify, clarify, and create order, symmetry, and familiarity in chaos and high stress. Rituals
are the foundation of success. Be dull in your everyday routine so you can be wildly creative where it
counts.
Program Flow
S.No
Modules Covered
Methodology
1.
2.

overview
Pre Assignment Review
Duration
(in mins)
30
Trainer Led discussion
15
3.
Left Brain/ Right Brain
Exercise and discussion
45
4.
Importance of time
Case study another day at office
Setting Goals
Exercise and debrief
45
Exercise and trainer led discussion
30
30
7.
Planning
Planning tools
Using a planner
Morning Recap
15
8.
Lunch
9.
Energizer creative Contraption
Group exercise
15
10.
The four Ds
30
11.
The clock and the compass
QBD and trainer led discussion
15
12.
Urgent/ Important Model
QBD and trainer led discussion

and exercise
15
13.
Tea Break
14.
Organizing your time
Individual exercise and debrief
60
15.
Waste reducers/ activity expanders
QBD and Trainer led discussion
15
16.
Delegation
15
17.
Projects
15
18.
Set a ritual
15
19.
Workshop wrap up
Personal action plan
5.
6.
45
15
15
480
Communication Strategies
Communication Strategies
This two-day workshop will help you teach participants how to:
- Identify common communication problems that may be holding them back
- Develop skills in asking questions
- Identify what their non-verbal messages are telling others
- Develop skills in listening actively and empathetically
- Enhance their ability to handle difficult situations
objectives.
The Ten Commandments of Positive Relationships
During this session, participants will explore ten ways to build positive relationships, including using
uplifting messages.
Self-Awareness
Knowing your fears can help you address them. Participants will complete a self-confidence
assessment and then the group will discuss fears and solutions.
Communication
During this session, you will help participants identify their strengths and weaknesses through a
personal exercise and a role-play.
Communication Barriers
After a large group case study, participants will work in small groups to discuss barriers to
communication. Participants will also complete a short exercise to illustrate how these barriers apply
to everyday life.
Asking Questions
This session will examine questioning skills (including open questions, closed questions, and probing)
through a lecture and a pairs exercise.
Listening Skills
Participants will work on their listening skills by participating in two quizzes and a role play. We have
also provided two lectures for the trainer.
Remembering Names
To start the second day, participants will complete a list of the names of other participants. Then, the
trainer can segue into a discussion on tips for remembering names.
Body Language
To begin this session, the trainer will talk about the idea of body language in a lecture. Then,
participants will complete a small group exercise and a large group exercise to explore the concept
further.
Johari Windows
The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others.
We will look at the Johari Window in detail during this session.
Self-Image
During this session, we will look at the things people determine from your appearance. Participants
will explore this idea further using the pictures gathered from the pre-assignment. The session will
conclude with a self-evaluation exercise.
Frame of Reference
This session will explore our frame of reference and the assumptions that we make through a lecture,
large group exercise, and group discussion.
Workshop Wrap-Up
Program Flow
S.No
Modules Covered
Methodology
Duration
(in mins)
Day 01
1
Introduction, Ice breaker and course

overview
The ten Commandants of positive
Relationship
Tea Break
30
Trainer led discussion and exercise
10
Questionnaire
Trainer led Discussion
20
Trainer Led Discussion

Individual exercise
40

Group exercise
105
Self Awareness
How aware are you of yourself?
The four Fears
Effective Communication
What is effective Communication
process
definition of a Skilled
Communicator
Complete communication
Communication Barriers
Perception
Biases
Semantics
Lunch
Word Play
Energiser
15

Case study
Individual and group exercise
120
10
Key Skills to Enhance Communication

Strategies
Listening
Probing
Testing & Understanding
Building
Agreeing/Disagreeing
Summarizing
The Communication Funnel
60
11
Day one Wrap up
Individual and group exercise

Question Based Discussion
2
3
4
15
45
15
0
Day 02
1
Recap and Energizer
Energizer and QBD
30
QBD and exercise
75
Body Language
What Do Our Bodies Say
Gestures
Emotions
Break
15
Johari Windows
What is the Johari Window?
Defining the Styles
The Johari Styles
Morning Recap
Lunch
Observation Skills
Energizer
15
Importance of feedback and sharing
90
10
Self Image
Seven Things People Determine
from Your Appearance
Pre Assignment
Tea Break

Group Exercise
11
Frame of Reference
12
Workshop Warp up and Personal

Action Plan
60
QBD
15
45
60
15
Exercise
45
15
955
Conflict Resolution
Conflict Resolution: Dealing with Difficult People

During this one-day workshop, you will teach participants:
- How their attitudes and actions impact others
- New and effective techniques for dealing with difficult people
- Coping strategies for dealing with difficult people and difficult situations
- How to identify times when they have the right to walk away from a difficult situation
- Techniques for managing and dealing with anger
objectives.
Reciprocal Relationships
This lecture will examine the idea that, in a relationship with another person, our expectations are
likely to be a self-fulfilling prophecy.
Dealing with Change
During this session, participants will examine change through a panel discussion and small group
work.
The Agreement Frame
Anthony Robbins, and many other communicators, suggests we become skillful at using what he calls
The Agreement Frame. This session will explore this idea and practice applying it.
The Ten Commandments of Change
Sam Deep and Lyle Sussman suggest there are Ten Commandments associated with change.
Participants will look at these commandments and see how they can be applied.
Preventing Problems
There are several key ways that we can prevent problems from occurring. These methods will be
examined in a lecture and in small group work.
Dealing with Problems

Participants will work in small groups to explore eight ways of dealing with problems.
Causes of Difficult Behavior
This lecture will look at the four fears that everyone has and how we can cope with them.
The Five-Step Process
During this session, we will look at a five-step process that can help participants resolve conflict.
Changing Yourself
Earlier we discussed how our attitudes and actions impact others. In this session, we will take a
deeper look at how negative attitudes can cause negative interactions, and what we can do to turn
those attitudes around.
Why Dont People Do What They Are Supposed To?
There are a million possible answers to this question, but we will discuss the ten most common
reasons.
Managing Anger
This session will share some techniques others have used to manage their anger. Participants will be
encouraged to share their own experiences and techniques.
De-Stress Options You Can Use Right Now!
To conclude the day, we will look at five techniques participants can use to unwind. We will also share
a list of coping thoughts.
Workshop Wrap-Up
Program Flow
S.No
Modules Covered
Methodology

overview
Reciprocal relationship
Instructor led discussion
15
Dealing with people
Group discussion and debrief
45
Tea Break
4
The Ten Commandments of Dealing

with People
Why Dont People Do What They Are
Supposed To?
The agreement Frame
Preventing Problems
Duration
(in mins)
30
15
Trainer led discussion Individual
exercise
30
Trainer led discussion Group

Activity
Group discussion and debrief
15
Lunch
15
45
45
Energizer: Tri Dents
Group activity
10
Dealing with problems
Group exercise
20
10
Five step process
Trainer led
15
Tea Break
11
15
Trainer led discussion Role-play
and debrief
60
30
13
Changing yourself
Negative vs. Positive Interactions
Dealing with Negative Feelings
Managing Anger
Guidelines
Lessons from the work of others
15
14
Distressing options
15
15
Workshop wrap up
Personal action plan
12
15
450
The Art of Delegating Effectively
The Art of Delegating Effectively

Delegation is one of the hardest skills for a manager to master. However, the skill can be
learned. This one-day workshop will explore many of the facets of delegation: when to
delegate, and who to delegate to. We will also go through the delegation process step by
step, to see where the pitfalls lie, and what we can do about getting around them.
Why Delegate?
o Advantages and Disadvantages
o Self-Assessment
What is Delegation?
Picking the Right Person
The Delegation Meeting
Levels of Authority
Giving Instructions
Communication Skills
Monitoring Delegation
Giving Feedback
Becoming a Good Delegator
Program Flow
S.No
Modules Covered
Methodology
Introduction and Course

Overview
Why Delegate?
Group exercise, Trainer led

discussion and Assessment.
Break
Duration
(in mins)
30
30
15
Delegation
Preparing to Delegate
60
Delegating Tasks to Team

Members
(A) The Delegation Meeting
(B) Levels of Authority
Trainer led discussion and

Exercise
Trainer led discussion, Role play
and Exercise
40
Morning Recap
Lunch
20
15
45
Energizer: Creative Contraption
Group exercise
15
(C) Giving Instructions
50
Monitoring and Evaluating the

Delegated Tasks
Monitoring Techniques
Evaluating the Delegated
Task
Break
Exercise, Trainer led discussion

and Case study
45
Giving Feedback
Becoming a Good Delegator
Trainer led discussion, case study

and Exercise
Exercise
Workshop Wrap-Up
15
50
15
15
465
Enhancing Personal Effectiveness
Enhancing Personal Effectiveness
This one-day workshop will help you teach participants how to:
- Grow in the conviction that they are competent and worthy of happiness
- Make a positive first impression
- Turn negative thoughts into positive thoughts
- Make requests so that you get what you want
- Find ways of connecting with people
objectives.
Anxiety Inventory
As a pre-assignment, participants were asked to complete an anxiety inventory. We will discuss the
test in general during this session.
Building Your Self-Esteem
During this session, you will lead a discussion around two key questions: Just what does self-esteem
mean? What are some of the things that affect our self-esteem?
Impressions
During this session, participants will brainstorm things that create a positive impression and a
negative impression. Participants will also identify an action item to change in the next 21 days.
Fake it til You Make It
Sometimes we must put on a brave front even if we dont feel like it. During this session we will
discuss just how to do this and when it is appropriate.
Increasing Our Self-Esteem
So far we have looked at external things that affect a persons self-esteem. Now we will focus on the
internal factors; the things that we think about ourselves.
Self Confidence
During this session, we will discuss seven easy ways to increase your confidence.
The Power of Thoughts
Through personal exercises, small presentations, and a case study, participants will explore how
thoughts can impact a persons self esteem.
Wipe Out Worry

Everyone worries, but too much worrying can be bad for your health. We will discuss four techniques
that participants can use to manage worrying.
Ask for What You Want
Asking for something can be hard, especially if you dont feel confident. This session will discuss four
ways to successfully ask for what you want. Participants will then apply the knowledge to a case
study.
Communication
The way we view the world, or the windows through which we see the world, can either help or hinder
our communication with others. During this session, participants will identify their windows. Then,
through large group discussion, they will identify whether those windows are a positive or negative
influence.
Connecting with People
Dale Carnegie, the author of How to Win Friends and Influence People, gave us several important
principles to consider and to incorporate into our lives to help us better connect with our fellow
humans. We will discuss seven of his principles in this session.
Behavior Cost-Benefit Analysis
To sum up what participants have learned, they will be asked to take a look at the behaviors they
want
to
change
and
the
possible
costs
and
benefits
of
those
changes.
Workshop Wrap-Up
Program Flow
S.No
Modules Covered
Methodology

Overview
Ice-breaker: Baggage Claim
Duration
(in mins)
15
15
Anxiety Inventory
15
Building Your Self-Esteem
Impressions

Exercise
Exercise
Exercise
Break
5
Fake It Till You Make It
Increasing our Self Esteem
Self Confidence
The Power of Thoughts

Negative Thoughts
Flip it Around
Lunch Assignment
15
45
15

Exercise
Trainer led discussion, Exercise
and Question Based Discussion
15
Discussion and Exercise
20
10
Lunch
30
15
45
Energizer: My Hero
Group Exercise
15
Tushars Thinking
Case Study
45
Wipe Out Worry
15
10
Ask for What You Want

Exercise
Trainer led discussion and Case
Study
Break
11
Communication
12
Connecting with People
13
Behavior Cost-Benefit Analysis

Workshop Wrap-Up
60
15

Exercise
30

Exercise
30
15
15
495
The Professional Supervisor
The Professional Supervisor

With a host of new challenges and responsibilities to tackle, new supervisors need training like never
before. Learning how to supervise your new employees on a trial and error basis can lead to
discouragement. This workshop can help you overcome many of the supervisory problems a new
boss may encounter.
Adjusting to Your Role
The Average Supervisor
Then and Now
Making the Transition
A Supervisors Responsibilities
Planning and Prioritizing
Setting Goals
Leadership
o
What is Leadership?
Brief History of Leadership Studies
The Leadership Formula
Direction and Support
The Situational Leadership Model
Feedback
Dealing with Problem Employees
Synergy
Trust
Team Development
The Four Stages of Teams
Team Problem-Solving
Team Leadership
Communication
Barriers to Good Communication
Active Listening
Asking Questions

Motivation
The Carrot, the Whip, and the Plant
A Supervisors Checklist
Orientation
Training
Feedback
Delegation
Conflict
When to Get Involved and How to Resolve Conflict
The Problem Solving Process
The New Computer

Discipline
Program Flow
Agenda Day One:
S.No
Modules Covered
Methodology
Ice-breaker: Sports Fans
Group Exercise
15
Adjusting to Your Role

The Average Supervisor
Then and Now
Making the Transition
Break
Trainer led discussion,

Discussions, Exercise and
Case Study
75
Puzzle Exercise
Group Exercise
45
A Supervisors Responsibilities
Exercise
30
Morning Wrap-Up
15
15
Lunch
4
60
Energizer: The Name Game
15
Making Plans
Old Saws
Urgent-Important Matrix
15
Prioritizing

Exercise
Exercise
Exercise
The Elements of Planning
Energizer
15
Planning to Plan
Question Based
Discussions
15
Break
5
Setting Goals
Leadership
What is Leadership?
Brief History of Leadership
Studies
The Leadership Formula
Duration
(in mins)
15
15
15
15
Exercise and Trainer led
discussion
Exercise
15
10
Direction and Support

The Situational Leadership Model
Group Discussion
20
25
Wrap-Up
15
10
10
480
Agenda Day Two:

S.No Modules Covered
Methodology
Duration
(in mins)
10
Energizer
Feedback
Group discussion
20
Problem Employees
Group Discussion
45
Synergy
Green Vegetables (Exercise)
Synergy
Group Exercise
15

Exercise
15
Break
15
More About Teams
10
Advantages and Disadvantages
Group Discussion
10
Square Rope
Group Discussion and

and Trainer led discussion
15
Trust
Wrap-Up
Lunch
15
60
Energizer: At the Fair
15
Team Development
The Four Stages of Teams
How Can I Help?
15

and Trainer led discussion
Exercise
15
Team Problem-Solving
Break
15
15
15
Team Leadership
Bipin Patel
Communication
Barriers to Good
Communication
Active Listening
Asking Questions
Wrap-up
15
Case Study
30

Exercise and Group
Exercise
75
15
455
Agenda Day Three:

S.No
Modules Covered
Methodology
Energizer
Group Exercise
1.
2.
Motivation
3.
Orientation

Exercise
Group Exercise and Trainer
led discussion
Exercise
Break
4.
Training
Feedback
Morning Wrap-Up
7.
8.
15
30
45
15

Exercise
Exercise
Lunch
6.
Duration
(in mins)
15
60
30
15
60
Energizer: Piggy Piggy
15
Delegation
Delegation Definitions
When Not to Delegate
Dos and Donts of
Delegation
Break
Exercise, Trainer led

discussion and Group
Exercise
75
Conflict
15

Group Exercise
Exercise
60
When to Get Involved and

How to Resolve Conflict
The Problem Solving
Process
Discipline
Workshop Wrap-Up
15
15
15
495
Team Building
Team Building: Developing High Performance Teams

There have been hundreds of studies demonstrating that human beings function better and learn
better in groups. If you want to develop your team leadership skills and unleash the talent of your
individual team members, this three day workshop is a practical look at current leadership practices
that work.
Well cover practical topics like improving team communication, stimulating creativity, solving
problems as a team, resolving internal and external conflict, and obtaining consensus. Well also
discuss some theory on team-building, including your team player style, Tuckman and Jensens
stages of team development, DeBonos six thinking hats, and Glenn Parkers twelve team
characteristics. In addition, youll receive tools to help you grow, such as SWOT analysis and team
action plans.
This unique combination of theory, tools, and practice, plus lots of team building exercises, will turn
your team into a high-powered machine.
Organizations Today
Types of Teams
Developing Team Norms
TORI Model
Stages of Team Development
o
Forming
Storming
Norming
Performing
Parkers Characteristics
o
Clear Purpose
Informality
Participation
Listening
Civilized Disagreements and Consensus
Open Communication
o
Objective
Method
Structure
Feedback
Clear Roles and Assignments

Shared Leadership
Egg Transportation Device
Glenn Parker Team Survey
Trust/Relationship Model
Creativity
DeBonos Thinking Hats
Team-Shaping Factors
Problem Identification
Steps for Effective Problem-Solving
o
Exploration
Analysis
Evaluation
Other Problem-Solving Techniques
Interventions
Resolving Conflict
SWOT Analysis
Team Action Plans
o
Planning Tools
SMART
Individual Action Plans
Workshop Wrap-Up
Program Flow
Agenda Day One:
S.No
Modules Covered
Methodology

Exercise (Ice breakers)
Ice-breaker: Balloon Bonding

2
Organizations Today
Types of Teams
Team Norms
30
discussion
discussion
Exercise
Break
5
15
30
15
15
Towers
The TORI Model
Tower Construction
15
Group Exercise
30
Tower Presentations
Morning Wrap-Up
30
15
Lunch
6
Duration
(in mins)
15
45
Energizer: Roving Reporters
Group Exercise
The Four Stages of Team

Development
Beckharts Activities

Role Play
Group Exercise
Break
8
Parkers Characteristics
15
60
45
15
60
Pre-Assignment Review

Exercise and Role Play
Exercise
Day One Wrap-Up
15
15
480
Agenda Day Two:

S.No
Modules Covered
Methodology
Reconnect: Unique Planet
Exercise
Exercise, Trainer Led Discussion
and Group Exercise
60
Civilized Disagreements and

Consensus
Open Communication
Clear Roles and Assignments
Exercise and Group Exercise
30
Break
4
Shared Leadership
Egg Transportation Device

Task Information
Design and
Construction
Lunch
Evaluation
The Trust/Relationship Model
Team Shaping Factors

Wrap-Up
15
15
Question Based Discussion and

Instructor Led Discussion
Group Exercise
15
40
45
Exercise
35
Exercise and Instructor Led

Discussion
Exercise, Instructor Led Discussion
and Group Exercise
60
Break
8
Duration
(in mins)
15
60
15
Instructor Led Discussion and

Exercise
60
15
480
Agenda Day Three:

S.No
Modules Covered
Methodology
Energizer: Star Qualities
Group Exercise
Problem Identification
Exercise
25
Exploration
Group Exercise
30
Analysis
Exercise
15
Evaluation

Group Exercise
30
Break
5
6
15
Other Problem-Solving
Techniques
Interventions
20
Exercise, Instructor Led

Discussion and Group Exercise
75
Lunch
45
Resolving Conflict
SWOT Analysis
Exercise and Instructor Led

Discussion
Group Exercise
Break
9
10
60
45
15
Developing Team Action Plans

Planning Tools
SMART Goals
Duration
(in mins)
15
Action Planning Exercise
Developing Individual
Action Plans
Workshop Wrap-Up
15

Exercise
Group Exercise
30
Exercise
15
15
15
480
Teamwork
Teamwork: Building Better Teams

This one-day workshop will help you teach participants:
- About the different kinds of teams
- How to develop team norms
- About the Gradients of Agreement
- How to identify their team player style
- Ways to become a better team player
- Ways to build team trust
- Two models of team development
objectives.
Defining Teams
To get started, you will guide participants to define what a team is and what different kinds of teams
there are. You will also have participants demonstrate synergy through a simple exercise.
Establishing Team Norms
This session will look at some of the benefits and pitfalls of teams. We will also discuss establishing
team norms: ground rules that a team can use to help them work together.
Working as a Team
During this session, you will have participants look at a tool called the Gradients of Agreement. You
will also discuss how it can help them interact with their teammates.
During this session, participants will complete a survey constructed by Glenn Parker, a business
consultant who has done a great deal of research on teams. This survey will help participants identify
their team player style. Participants will then work in small groups to discuss the strengths and
weaknesses of their style.
Building Team Trust

Trust is one of those mainstay virtues. It is the bond that allows any kind of significant relationship to
exist between people. In small groups, participants will discuss some basic ways to establish and
build trust on their team.
The Stages of Team Development
Every group of people, whether they are a team or just a group working together, grows and evolves.
We will spend this session looking at Tuckman and Jensens four stages of team development:
forming, storming, norming, and performing.
Towers
Another way of looking at team development is the TORI model. Participants will experience this
model through a fun exercise.
Communication
If a team is going to succeed, they must be able to communicate well with each other. This session
will cover some basic principles of communication.
Becoming a Good Team Player
There are some skills that participants can develop to become better team players. In this session,
we will discuss some Really Useful Attitudes and some Really Useless Attitudes.
Workshop Wrap-Up
Program Flow
Agenda:
S.No
Modules Covered
Methodology
1.
Ice-breaker: To-do list

2.
Defining Teams
3.
Establishing Team Norms

Characteristics of Teams
Ground Rules
Duration
(in mins)
15
15

discussion
Group Exercise
Group Exercise
40
Team Contracts
Break
15
4.
Working as a Team
Exercise
15
5.

About the Survey
Glenn Parker Team Player
Types
My Team Style
Morning Wrap-Up
Exercise
30
15
Group Exercise
15
15
6.
15
15
Lunch
45
7.
Energizer: Group Pursuit
Exercise
8.
Building Team Trust
9.
The Stages of Team Development

Exercise
discussion
Break
10.
20
15
55
20
15
Towers
The TORI Model
Tower Construction
10
Group Exercise
35
Tower Presentations
Communication
Defining Communication
Listening
15

discussion
10
Exercise
15
12.
How the Listener Controls

the Speaker
Becoming a Good Team Player
15
13.
Workshop Wrap-Up

discussion
15
11.
20
510
Critical Elements of Customer Service
Critical Elements of Customer Service

This three-day workshop will help you teach
participants how to:
Recognize that service delivery is an individual response value.

Explain how your own behavior impacts the behavior of others.
Develop more confidence and skill as a problem-solver.
Communicate more assertively and effectively.
List the ways to make customer service a team approach.

objectives.
What is Customer Service?
This session will get participants thinking about the information to be covered over the next two days
through small and large group discussion.
Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external. This session
will look at both types of customers.
Meeting Expectations
This session will focus on the four critical areas that customers have expectations for.
Presenting Yourself Properly
Using individual testing, participants will take a look at the impression they give customers and ways
they can improve.
Setting Goals and Targets
During this session, we will look at setting SMART goals.
Standards
Participants will participate in a brief lecture about standards, and then they will develop a set of
standards for the four key components of customer service.
Communication
This session will focus on communication barriers and how we can overcome them.
Telephone Techniques
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also
look at common situations, such as placing a caller on hold and taking a message.
Managing the Talkative Caller

Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of
time. Participants will work in small groups to identify ways to deal with talkative callers.
Dealing with Difficult Callers
During this session, participants will work in small groups to complete a mix-and-match exercise on
common types of difficult callers and appropriate responses.
Dealing with Challenges
There are many types of unexpected challenges that we can encounter every day. Participants will
work on small groups to develop responses to some of these issues.
Increasing Your Assertiveness
We will explore an easy four-step formula that will help you communicate more effectively and
assertively.
The Problem Solving Process

We will look at a six step plan for solving problems. Then, participants will apply the plan to a case
study.
Dealing with Conflict
We will examine five ways to deal with conflict.
Seven Steps to Customer Problem Solving
We will look at a plan designed specifically for solving customer service problems. Then, participants
will practice using the plan in a role play.
The Recovery Process
During this session, we will look at LIST method of complaint handling

Eliminating Customer Service Problems
Wouldnt it be great if you never had to deal with an upset customer again? This session will examine
some ways that you can reduce customer service issues.
Service PRIDE is a Team Effort
This session will look at five things that the company as a team can do to improve customer service.
Power Phrases
This session will help participants identify ways that they can make a personal contribution to
successful customer service.
Dealing with Stress
This session will offer some quick, easy ways to de-stress in any place, at any time.
Workshop Wrap-Up
Program Flow
S.No
Modules Covered
Methodology
Duration
(in mins)
1
2
Introduction, ice breaker and

course overview
Good service/ Bad service
What is customer service
Who are your customers
Discussion
15
Presenting yourself
Quiz and debrief
30
Setting goals and target
45
Morning Recap
Day 01
45
QBD
30
QBD and discussion

Small group exercise and debrief
QBD
Break
45
30
15
15
Lunch
45
Energizer: Around Town
Group exercise
15
10
Standards
Discussion and group exercise
45
11
Communication

Group exercise
60
12
Tea Break
13
Gossip
14
Day 02
Reconnect: Creative contraption Group activity
15
15
Recap of Day 01
QBD
15
16
Telephone techniques
Discussion
Role play and debrief Exercise
Tea Break
75
17
Managing the talkative caller
Group exercise and debrief
30
18
Dealing with difficult callers
30
15
Group Exercise and debrief
15
45
15
30
30
60
24.
Lunch
Energizer: best/worst
Dealing with challenges
Increasing your assertiveness
Dealing with difficult people
Discussion and group exercise, roleplay
Dealing with conflict
Discussion and role play
Day 03
Reconnect: Energizer
Group activity
25.
Recap of Day 02
15
19
20.
21.
22.
23.
QBD
30
15
26.
Tea Break
15
27.
The problem Solving process
28.
Lunch
29.
Energizer: Brainstorming
Group activity
15
30.
QBD
15
31.
Seven steps of problem solving
Role-play and discussion
45
32.
The recovery process
15
33.
Trainer Led discussion and group

exercise
15
34.
Eliminating customer service

problems
Service PRIDE is a Team Effort
35.
Power and pitfall phrases
Discussion
30
36.
37.
Dealing with stress

Program summary
Exercise
QBD
30
15
38.
Workshop wrap up and action

plan
Case study. QBD and role play
120
45
10
15
1300
Excellence in Customer Care
Excellence in Customer Care
This two-day workshop will help you teach participants how to:
Define what is customer service
Recognize that service delivery is an individual response value.
Explain how your own behavior impacts the behavior of others.
Communicate more assertively and effectively.
objectives.
What is Customer Service?
This session will get participants thinking about the information to be covered over the next two days
through small and large group discussion.
Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external. This session
will look at both types of customers.
This session will focus on the four critical areas that customers have expectations for.
Presenting Yourself Properly
Using individual testing, participants will take a look at the impression they give customers and ways
they can improve.
Setting Goals and Targets
During this session, we will look at setting SMART goals.

Standards
Participants will participate in a brief lecture about standards, and then they will develop a set of
standards for the four key components of customer service.
Communication
This session will focus on communication barriers and how we can overcome them.
Telephone Techniques
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also
look at common situations, such as placing a caller on hold and taking a message.
Managing the Talkative Caller
Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of
time. Participants will work in small groups to identify ways to deal with talkative callers.
Dealing with Difficult Callers
During this session, participants will work in small groups to complete a mix-and-match exercise on
common types of difficult callers and appropriate responses.
Dealing with Challenges
There are many types of unexpected challenges that we can encounter every day. Participants will
work on small groups to develop responses to some of these issues.
Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior, identify some coping
strategies, and discuss the difficult person they find most trying.
Dealing with Conflict
We will examine five ways to deal with conflict.
The LIST Method of complaint Handling
During this session, we will look at LIST method of complaint handling
Power Phrases
This session will help participants identify ways that they can make a personal contribution to
successful customer service.
Dealing with Stress
This session will offer some quick, easy ways to de-stress in any place, at any time.
Workshop Wrap-Up
Program Flow
S.No
Modules Covered
Methodology
1
2
Introduction, ice breaker and

course overview
What is customer service
Who are your customers
15
Presenting yourself
Quiz and debrief
30
Setting goals and target
45
Morning Recap
Day 01
QBD and discussion
Small group exercise and debrief
QBD
Break
Duration
(in mins)
30
45
30
15
15
Lunch
45
Energizer: Around Town
Group exercise
15
Standards
Discussion and group exercise
45
10
Communication
15
11
Tea Break
12
Gossip
Group Exercise and debrief
15
13
Tele[hone techniques
75
14
Managing the talkative caller

Role play and debrief Exercise
15
Day one Recap
30
15
15
Reconnect: Creative contraption
Day 02
Group activity
15
16
Recap of Day 01
QBD
15
17
Dealing with difficult callers
30
18
Dealing with challenges
30
Tea Break
19
Dealing with difficult people
20
Dealing with conflict
Trainer led discussion and group

exercise, role-play
Trainer led discussion and role play
Lunch
15
60
25
21
22
Energizer: best/worst
QBD
45
15
15
23
LIST Method
Role-play and discussion
60
24
Power and pitfall phrases
30
25
26
Dealing with stress

Program summary
Exercise
QBD
30
15
Speak Easy
Speak Easy : Conquering Your Fear of Speaking in Public

Do you get nervous when presenting at company meetings? Do you find it hard to make
conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this
one-day workshop is just for you! Its aimed at anybody who wants to improve their speaking skills in
informal situations. Well give you the confidence and the skills to interact with others and to speak in
informal situations and in front of small groups.
Good Communications Skills

o
Defining Communication
Barriers to Communication
Interpersonal Skills
Listening
Asking Questions
Self-Disclosure
The Art of Conversation

o
Level One: Small Talk
Level Two: Fact Disclosure
Level Three: Viewpoints and Opinions
Level Four: Personal Feelings
Practicing Dialogue
Redesigning Yourself for Strength
Professionalism
Maximizing Meetings
Four Areas of Opportunity
Fifteen Ways to Master a Meeting

Sticky Situations
Controlling Nervousness
Practice Speeches
Program Flow
S.No
Modules Covered
Methodology

Overview
Ice-breaker: Sports Fans

Group Exercise
15
Good Communication Skills

Defining communication
Barriers to
communications
Interpersonal Skills
Listening
Asking Questions
Break

Exercise
45

Exercise
30
Self-Disclosure
The Art of Conversation: 4

Levels
Morning Wrap-Up

Group Exercise
Group Exercise and Trainer led
discussion
Duration
(in mins)
15
15
Lunch
30
50
10
45
Energizer
Group Exercise
10
Practicing Dialogue
Group Exercise
20
Redesigning Yourself for

Strength
Professionalism

Exercise
Exercise
15
Break
9
15
15
15
Group Exercise
30
10
Maximizing Meetings
Four Areas of
Opportunity
Fifteen Ways to Master
a Meeting
Sticky Situations
Group Exercise
30
11
Controlling Nervousness
10
12
Tell Me a Story

Exercise
Exercise
Workshop Wrap-Up
40
15
470
Telemarketing
Telemarketing: Using the Telephone as a Sales Tool

We never stop learning how to improve our selling skills. Virtually everybody in sales today sells over
the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone
and where it fits into your sales and marketing mix. The telephone can supplement, enhance, and
sometimes replace other means of marketing and selling. This personal approach can dramatically
increase your sales success.
This one-day workshop will help you hone your communication skills, your ability to persuade, and
your ability to personalize each sales call to the person and to each situation.
Change Your Skills, Change Your Income
Separating Your Company from the Competition
Building Trust and Respect
Johari Window
The Importance of Good Communication Skills
Developing Your Script:

o
The Basic Script
Sample Script
Making the Script Yours
Developing Your Script
Pre-Call Planning
Phone Tag and Call Backs
Follow-Up
Your Sales Message When You Must Sell by Telephone
Program Flow
S.No
Modules Covered
Methodology
Ice-breaker: The Company you

Keep
What is Telemarketing?
Benefits of Telemarketing
Where Telemarketing Can Be

Used?
Pre-requisite for Telemarketing
Generating and Maintaining
Lead
Communication Skills
Duration
(in mins)
15
15
Group Exercise
15

and Exercise

discussion
15
20
10
Listening
30
Telephone Handling

Exercise
Exercise
Exercise
25
Taking Appointments
Developing Your Script
Role Plays
Lunch
40
15
45
Dos and Donts
15
Phone Tags and Call Backs
30
10
Follow-Up

Exercise
11
Selling Product/Services
10
12
15
Steps of Selling
Opening a Call
40
Your Sales Message When

You Must Sell by Telephone
Proposing
20
Elimination of Doubts
15
Handling Objection
Trainer led discussion &

Exercise
40
15
Closing
Summary
15
480

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Change Management

Change Management: Change and How to Deal with It

Dealing with Resistance

Introduction, Ice breaker and course

Trainer led discussion

Four room apartment

Question based discussion

The pace of change

Question based discussion

Energiser: Spot the change

The Pyramid Response to Change

Trainer led discussion

Dealing with resistance

Trainer led discussion

Trainer led discussion

and exercise, and the use of music or humour as coping strategies.

Recognize that stress is a positive, unavoidable part of everybody's life.

Workshop Outline and Methodology:

The Stress Tax:

Introduction, ice breaker and course

Defining stress and how it affect us

Stress and time

Stress and Gender

Taking Care of Your Body and Your

Plan for the future

Time Management: Get Organized for Peak Performance

The Clock and the Compass

Trainer led discussion

Introduction, ice breaker and course

Trainer Led discussion

Left Brain/ Right Brain

Exercise and discussion

Exercise and debrief

Exercise and trainer led discussion

Trainer led discussion

Question based discussion

Energizer creative Contraption

Trainer Led discussion

The clock and the compass

QBD and trainer led discussion

Urgent/ Important Model

QBD and trainer led discussion

Organizing your time

Individual exercise and debrief

Waste reducers/ activity expanders

QBD and Trainer led discussion

Trainer led discussion

Trainer led discussion

Trainer led discussion

Introduction, Ice breaker and course

Trainer led discussion

Trainer led discussion and exercise

Trainer Led Discussion

Trainer Led Discussion

Trainer Led Discussion

Key Skills to Enhance Communication

Day one Wrap up

Individual and group exercise

Energizer and QBD