Performance Management

Leadership Skills

Today's changing role of management focuses on teambuilding, cross-organizational collaboration, consensus-building, and customer satisfaction. The programs below are stand-alone courses that explore the traditional and new roles of manager, supervisor, and team leader, or the programs may be thought of as individual modules that can be combined into a customized course to fit your needs. Making the Transition from Individual Contributor to Leader: Learning to Manage in Times of Stress and Uncertainty Managing Across Organizational Lines Managing a Culturally Diverse Workforce Delegating for Results Coaching and Counseling for Improved Performance Change Management: Responding to Change in a Positive Way Reducing Job Stress Managing Your Time Efficiently Communicating with the International Audience Combating Negativity in the Workplace How to Motivate and Retain Outstanding People Project Management

Group Process and Interactive Facilitation

Skilled facilitators know how to harness a group's energy to solve problems and get results. Facilitation skills are essential for technical, managerial, and professional staffs who guide organizational improvement processes, introduce innovations, train and consult, and who deal with organizational change and survival. Facilitating the Group Process Managing Productive Meetings Group Problem-solving and Decision-making Techniques

Teambuilding

The who, when, where, why, and how of building self-directed, participative work teams are covered in these programs, as well as how to handle diversity, negotiate differences, deal with conflict, and adapt to changing scenarios. Developing a Winning Team Interdepartmental Team Building: Building Cross-Team Collaborations Multi-Cultural Team Building Effective Negotiating Techniques Preparing Small-Group Meeting Presentations Indoor/Outdoor Experiential Team Building Programs

Customer Service

The following programs help employees clearly understand that superior customer service is not optional but essential to the organization's survival. The programs can be easily customized to respond to the needs of specific work groups and seminar participants. Defining Internal and External Customer Requirements Internal Customer Service Skills for Administrative Employees Internal Customer Service Skills for Technical Professionals External Customer Service Skills and Telephone Etiquette Ensuring Speed, Reliability, and Accuracy in Customer Transactions

Total Quality Management

The focus of Chart Resource Group's total quality management programs is on enabling participants and organizations to institute and fine-tune organizational improvement programs and processes. Developing and Implementing Continuous Process Improvement Methodologies Organizing for and Measuring Customer Satisfaction Employee Involvement and Team Skills Process Re-engineering Technology Quantitative Methods and Statistical Techniques Planning and Managing the Change Process Revitalizing Your TQM Process

Professional Selling Skills

Forming and maintaining long-term sales relationships requires creative problem-solving, effective communication linkages, and cross-functional collaborations and alliances. Introduction to Consultative Selling Techniques Professional Sales Techniques Organizing and Delivering Software Demonstrations

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