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Sandra Summerhayes & Associates can assist you to determine your organization's training needs and then design and facilitate that training for you. Below is a partial list of customized training projects that Sandra Summerhayes & Associates has developed. Following that is a full list of training courses that can be customized to meet
YOUR business needs!
Partial List of Customized Training Projects:
• Performance Management in small, medium and large corporations
• Employee Recognition training for regional & municipal government
• Defining core competencies for small business
• Customer service for gaming, security, finance & service industry
• Leadership programs in gaming, hospitality, finance, food services & government
• Managing Change in a downsizing national organization & small to medium businesses
• Teambuilding for all size organizations
• Strategic planning in all size organizations
• Management Training in the Food Services industry
o Professional Development Training for Career Practitioners
Full list of Training Courses that can be customized to meet YOUR business needs:
Coaching for Success
Coaching employees towards maximum performance is a very important role for Managers and Supervisors and done well, can eliminate frustration for all parties. This workshop focuses on coaching to train, to adjust performance and to praise. By coaching employees on a daily basis, employees understand their jobs, mistakes are caught before they are made, the number of corrective discipline meetings are reduced and employees, management and customers are much happier in their jobs.
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Communicating Effectively
An individual’s effectiveness as a leader is affected by the ability to communicate clearly and concisely both one on one and in teams. Through the use of a communication model, this workshop will enhance verbal and non-verbal communication techniques and develops skills such as listening, clarifying, reflecting, empathy and communication styles. By choosing your words, tone, body language and knowing your audience, even bad news can be delivered and accepted in a more positive light.
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Creativity In Action: Get Your Creative Juices Flowing!
Someone once said “Creativity is the spark of life, the vitality that stirs desires to improve and change the status quo—meaningfully, responsibly, wisely and with impact.” This spark is inherent. We are born with it. This workshop will assist you in finding the best path that will allow you to light that spark and tap into and enhance your creative potential. Successful companies encourage and develop employees' creativity to assist in the problem solving process and to develop new and innovative products and services.
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Customer Service
Delivering exceptional customer service requires a consistent commitment to your customer’s needs. This training focuses on the basic fundamentals needed to build and strengthen skills to ensure the delivery of consistent service. Participants will be afforded the opportunity to assess their current service and identify areas for improvement. Some of the topics include: defining exceptional service, first impressions, telephone etiquette, communication & listening skills and solving customer problems.
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Emotional Intelligence
How high is your emotional intelligence? Researchers tell us that up to 80% of success on the job is due to our emotional intelligence or EQ and only up to 20% due to our IQ. So what is EQ? EQ is knowing how we and others feel, why we feel that way, and what can be done about it. EQ is our ability to understand and use the power of our emotions wisely. Emotions are information we can use to make our IQ more effective because we reason better when our feelings are taken into account. Research shows us that high EQ results in a better work environment, happier & more loyal employees and clients as well as a stronger bottom line.
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Facilitating Successful Meetings
Have you ever left a meeting and said, “What a waste of time?” This workshop will provide you with the skills you need to run productive, informative and effective meetings. Discussion will centre on the types of meetings held, who should attend meetings and strategies to disseminate or gather information needed. Skill practice will focus on addressing difficult participants and how to keep your group energized.
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“Fish!” Philosophy©
Fish is a set of simple, interconnected principles that everyone can tailor to their own life and work. Fish looks at bringing four elements into work each day: Play, Make Their Day, Be There and Choose Your Attitude Before You Go Into Work Each Day. This fun, interactive session helps to build action plans to motivate your staff by including them in the process.
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Hiring & Selecting The Best
This workshop is designed to strengthen your interviewing skills. Emphasis is placed on practical techniques that will help you determine the suitability of prospective employees. This workshop is participative in nature and its success will depend on the active involvement of participants. Topics covered include: how to establish rapport, the use of good listening skills, information to provide to new recruits, selecting the appropriate candidate. 95% of success involves choosing the right person with the right attitude to fit the organization.
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Keeping the Good Ones: Motivating People to Perform Their Best
Nearly every study, survey or book on the topic of recognizing & motivating staff will confirm that when employees are asked what they value at work, financial compensation ranks 4th, 5th and even 6th on their lists. Things like appreciation, recognition and feeling ‘in on things’ ranked highest because they made employees feel connected to their workplace and their bosses. This session focuses on providing management with the tools and skills needed to make a connection with each person on their team in order to discover their individual needs and keep them on board.
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Laughter in the Workplace
Laughter in the workplace is not only therapeutic but has proven to boost morale, improve productivity, and increase job satisfaction. While reducing the negative effects of stress, humour at work allows us to step back and take a deep breath, particularly when we find ourselves getting bogged down and burned out. Participants completing this workshop will use techniques to reduce stress levels at work though humour, develop personal strategies to promote laughter in the workplace and incorporate a balance or work and play into their lives.
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Leadership Skills for the New Supervisor
Leaders and managers achieve results by working with others. Individual leadership is the foundation of success. It is important to rely on all employees to improve processes, provide our services, and create a positive work environment. This program fosters both personal and professional development. This workshop focuses on the fundamental responsibilities of new Supervisors including the role of the leader, motivating, coaching, effective communication techniques, moving from a peer to a Supervisor and much, much more.
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Managing Change & Transition
When written in Chinese, the word for crisis is made up of two characters. One represents danger, the other represents opportunity. This workshop focuses on the stages of change and transition, strategies to deal with change and finding the opportunities that change can present. Overcoming resistance to change and looking at strategies to implement change in your organization will be addressed.
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Myers Briggs Type Indicator©
What is the MBTI?
The Myers Briggs Type Indicator (MBTI) is the most widely accepted personality inventory assessment tool used today. More than one million people have taken the MBTI. Its statistical validity and reliability are second to none. The MBTI is an easy to administer instrument that opens a window on understanding yourself and others.
What can the MBTI do for you?
The MBTI offers people a straight-forward and affirmative way to communicate and work together more effectively through understanding individual differences. It is used in business and education for career counselling, teaching & learning styles, teambuilding, conflict resolution and management development. Myers & Briggs believed that there were 16 paths to excellence. People can use the MBTI to find the particular environment that will help them feel motivated and committed to succeed. The MBTI can be applied in the following ways.
Developing Leadership Potential
Self-awareness is fundamental to good leadership. An understanding of the impact that personal style has on people’s motivation and commitment is essential. The MBTI helps managers assess their strengths, their preferred style of problem solving, and also how their style relates to other people’s styles, particularly those that are different from their own.
Developing Effective Teams
Using the MBTI, teams can evaluate their strengths and also clarify biases in their working practices. For instance, does the team over-emphasize logical assessment at the expense of considering personnel issues, such as morale? Or does it focus too strongly on strategy and not enough on the practicalities of implementation?
Enhancing Creativity
Someone once said “Creativity is the spark of life, the vitality that stirs desires to improve and change the status quo—meaningfully, responsibly, wisely and with impact.” This spark is inherent. We are born with it. The MBTI can assist you in finding the best path that will allow you to light that spark and tap into or enhance your creative potential.
Improving Teaching & Training Methods
The MBTI can be used to analyze and improve teaching and training methods. It provides a framework for understanding differences in learning styles, and hence for creating learning situations which will appeal to different types. It also helps teachers explore various styles of communicating with their pupils.
Managing Change
Individuals of different types tend to experience change and the process of transition in quite different ways. Building awareness of these different reactions can help managers and organizations support their staff and themselves through the trauma of organizational change.
Problem-Solving
The MBTI gives an insight into potential strengths and blind spots in problem-solving and hence can allow individuals and groups to improve the breadth and depth of their analyses. Using the MBTI problem solving model, you will be able to effectively solve problems using your inherent strengths.
Time Management
We are all unique individuals with varying perspectives about time. So a time management solution that works for one individual may not work for another. The MBTI can help you find the best time management solution that works for you. Take the time to find out!
Working it Out: Handling Conflict
The MBTI is very helpful in building self-esteem as it explicitly emphasizes the positive contributions that each type can make. It can also help in dealing with conflict in relationships as, having identified the differences, it focuses on valuing those differences and gives people a clear way of understanding them.
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Personality Dimensions©
Personality Dimensions is a Canadian personality inventory that assists in enhancing interpersonal skills, communications, team-building, and improved living and working environments. It helps employees build better relationships by understanding themselves and others better. This inventory, based on research by Linda Berens is easy to understand, remember and apply.
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Performance Management
This workshop will provide participants with a solid understanding of performance appraisal and how they can be used as performance management tool. Administered correctly, appraisals can both evaluate and motivate your employees. The session will help participants to recognize that Performance Appraisal is an ongoing process. The steps to objective appraisals will be discussed and practiced. Techniques for dealing with problem performers are also discussed and practiced.
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Presentations with Pizzazz
Arisotole once said “It is not sufficient to know what one ought to say, one must know how to say it.” Chances are you can communicate successfully on an informal basis, but when it comes to presentations there are some added dimensions that must be considered. This workshop will provide you with the tools you need to make successful presentations. Through hands on exercises, participants will learn how to effectively open and close a presentation, anticipate and handle objections, and adding impact by using visual aids.
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Relationship Selling
The old saying, “Treat others the way you want to be treated.” does not necessarily apply in today’s service industry. Every customer has different wants, needs and problems. You will be successful if you give the customer what they want and not what you think they should want. In order to accomplish this, you must get to know and build relationships with your potential customers. This session will focus on providing participants with tools and knowledge to assist in building relationships and determining customer needs.
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Strategic Planning
Strategic Planning helps an organization look at where they are today, where they want to be in the future and then determine the activities and resources needed to achieve their vision and goals (SWOT analysis). The writing of mission statements could also be included as part of this process. Strategic planning is helpful in clarifying organizational goals, culture, direction and establishing a shared vision.
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Team Building
This workshop will give participants the opportunity to explore the vital aspects of team building in the workplace. The Myers Briggs Type Indicator provides a framework to understand human behaviour. It will assist teams with group decision-making process, communication, building relationships and working together.
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Telephone Etiquette
The first 4-6 seconds of a call are critical in making a great first impression.
Telephone etiquette can have a significant effect on your company’s ability to satisfy and keep customers. Each and every call is an opportunity to increase customer loyalty, win new customer and increase sales. This program teaches you everything you need to know about professional, polished telephone techniques.
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Train the Trainer
This course focuses on teaching skills and techniques which are simple and practical so that you can use them immediately in your own training sessions. The following topics are reviewed and practiced: giving directions, energizers and icebreakers, group work, equipment usage, presentation skills, motivation, debriefing exercises, linking ideas, handling wrong answers, learning styles, dealing with difficult participants and how to engage the audience by using storytelling, metaphors and music. Be prepared to practice and have fun!
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True Colors©
True Colours offers training to enhance interpersonal skills, communications, team-building, and improved living and working environments. It helps employees build better relationships by understanding themselves and others better. These universal techniques are the result of research based on the psychological types of Dr. Carl Jung, Isabel Briggs-Meyers (MBTI), David Keirsey and Don Lowry. True Colors is easy to understand, remember and apply.
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Most of the training sessions above are one to two days in length however some can be restructured to half-day modules if necessary. All workshops can be combined and customized to meet your business needs.
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