SMITHSON-BELL CLASSES
Classes designed to be customized for your orgAnization
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EFFECTIVELY LEADING PEOPLE
PROGRAM OVERVIEW/ BUSINESS NEEDS
Managers and supervisors in any organization need to know how to lead people. Given that reality, managers and supervisors need to understand their positional role in the new millennium in order to succeed; how to communicate and build relationships with a variety of people and circumstances; how and why to set performance expectations and standards, provide feedback on the performance and then provide an evaluative summary of results against those expectations; determine how to motivate staff within the existing organization’s culture; learn how to manage within the law; and effectively manage those employees who choose to work outside the rules set forth by the organization.
OUTCOMES OF THE PROCESS
The purpose of this format is to provide managers and supervisors insight and reinforcement of leadership skills and abilities. It also provides alternative enhancements to existing skills that are not as effective or that might be counter productive toward increasing staff performance and morale.
LEARNING OBJECTIVES
At the end of this course, participants will be able to:
- Identify and understand management issues of the twenty first century which include Management Role Clarification, Diversity, Customer Service, and Systems Thinking that will impact the organization.
- Identify the skills and responsibilities required of an effective leader.
- Identify key communication approaches that promote teamwork, encourage participation and result in departmental goals and objective being met.
- Determine the motivational factors and approaches which will elicit increased productivity and staff morale.
- Evaluate staff performance based on established job standards and practices.
- Learn to manage within the law.
CONCEPTUAL DESIGN
This course provides managers and supervisors the tools and skill development for effectively leading people. The process incorporates an understanding and discussion of the organization’s culture for leading staff appropriately. It is critical that situations and examples from the organization be used to bring the concepts and skill building activities from a conceptual to a practical level.
LENGTH
4 full day sessions or 8 half-day sessions
SUGGESTED CLASS SIZE
Between 12 and 20 participants
INSTRUCTIONal APPROACH
Short lectures, discussion and facilitated learning activities
FOLLOWUP TO CLASS
Critical to have managerial support from the participants manager to provide discussion, reinforcement, and the opportunity for the participant to practice the skills learned back in the department work setting.
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PEER COACHING & FEEDBACK
PROGRAM OVERVIEW/ BUSINESS NEEDS
As a results of increased technology, relentless competition, changing jobs and job processes, and the need to provide better and more complex products and services, organizations need to quickly adapt their culture to continue to achieve business results. Reliance on teams is an organizational culture change that is becoming common practice and requires more peer to peer communication than in previous manager-employee relationships. As a results, peer coaching and feedback, as part of the communication process, becomes critical to a team’s effectiveness in achieving business goals.
OUTCOMES OF THE PROCESS
This process is designed for intact work groups who have formed for a specific purpose and have set clear goals and objectives. Participants learn to give feedback on individual performance and to provide feedback on the group’s progress toward team goals. The process also addresses the effectiveness of the business practices used by the individual team members and as a group in achieving goals.
LEARNING OBJECTIVES
At the end of this course, participants will be able to:
- Explain the new performance culture for teams and peers and its integration to their organization’s mission, strategic goals and value set.
- Define the Peer Feedback Process.
- Practice effective coaching techniques and skills needed to give and receive feedback.
CONCEPTUAL DESIGN
This course introduces team members to the concept, process, skills, techniques, and practice of assessing team progress and individual performance on the team. The in-class focus is on the need to add “coaching” skills as part of everyday job routines and to learn the skills of the feedback process. This process is an informal, yet structured one. The information shared will not be part of the formal Performance Management process, yet will be used to develop team performance. The feedback given however, will incorporate the Organization’s mission, strategic direction, and value set.
AUDIENCE
Teams and team members who are just forming or more mature teams.
PREREQUISITE
In order to go through this process, teams should have established team goals in place and/or individual goals set against the team’s goals. Additionally, the “assessment tool” that will be used for the team and/or individual assessment, needs to be prepared and team members need to complete prior to the session. Debriefing and action plans from the results of the assessment tool(s) will take place during the session.
LENGTH
12.0 hours (approximately 1.5 days with additional feedback sessions to the individual groups)
SUGGESTED CLASS SIZE
Suggested number between 6 and up to 20 participants
INSTRUCTIONAL APPROACH
Short lectures, discussions and facilitated learning activities
FOLLOW UP TO CLASS
After the assessment and feedback have been completed, the team will be expected to schedule periodic (quarterly, bi-annually) team meetings for the sole purpose of assessing and providing team progress and individual performance of team members.
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TELEPHONE ETIQUETTE FOR
EFFECTIVE CUSTOMER SERVICE
PROGRAM OVERVIEW/ BUSINESS NEEDS
Even with increased technology, voice mail, email and the Internet, employees at all levels need to provide the basic skills and effective techniques for appropriate telephone usage. Because of relentless competition and increased customer demands, the organization that is still vested in the basics of appropriate service, through telephone usage, will improve its competitive edge.
OUTCOMES OF THE PROCESS
Your organization will reap the benefits of providing skill development to its employees in a way that will increase its customer service, client interactions and internal relationships.
LEARNING OBJECTIVES
At the end of this course, participants will be able to:
- Understand the department’s guidelines, standards and expectations for handling the telephone, including cell phone usage
- Define “customers” and “customer service”
- Understand one’s own choice and control factors when responding to adverse situations
- Communicate and listen effectively to difficult callers in a professional and calm manner
- Identify techniques for effective telephone usage
- Identify techniques to reduce stress after a difficult interaction
CONCEPTUAL DESIGN
This course provides concrete examples, skills, techniques and practice in providing excellent customer service via the telephone. Participants will understand the telephone etiquette standards of performance by which they will be measured. Additionally, they will become empowered to solve conflicts and improved interactions with coworkers and clients.
AUDIENCE
Intact work teams or employees from a cross section of the Organization.
LENGTH
One block of 4 hours or two blocks of 2 hour sessions
SUGGESTED CLASS SIZE
Suggested number between 6 and 25 participants
INSTRUCTIONAL APPROACH
Short lectures, discussion and facilitated learning activities
FOLLOW UP to class
Skills learned in the class must be practiced and reinforced by coworkers and management. Standards must be adhered to and evaluated using performance measures from the department’s performance appraisal program.
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INTERPERSONAL COMMUNICATIONS
Program Overview/ Business Needs
In every organization a primary responsibility of all employees is to have the ability to communicate effectively among all levels. This primary responsibility begins with self. Each individual employee then must take the reins in developing skills for directing the communication process and for understanding the whole message, not just the words that are being expressed. The result of this effort will be increased productivity which impact the Organization’s bottom line. It will also improve the relationships among fellow employees. Finally, skills learned through this process will increase the employee’s ability to provide excellent customer services to the Organization’s client population.
OUTCOMES OF THE PROCESS
This process is designed for either intact work groups or for a cross section of employees who are improving individual techniques of communication. The intact work groups may need to focus on strategies for handling real or perceived conflicts that interrupt the communication cycle as a way to improve relationships and increase departmental results. Participants learn what effect their communication style has on their fellow workers and how to manage their communication approach for better results and for improved relationships.
LEARNING OBJECTIVES
At the end of this course, participants will be able to:
- Understand the roles and responsibilities employees have as communicators
- Assess communication styles and learn skills to maintain an openness in a communication relationship
- Identify the characteristics of effective communication
- Learn how to communicate with difficult people using effective problem-solving strategies
- Demonstrate through role play an ability to use communication skills that will foster two-way communication
CONCEPTUAL DESIGN
This course introduces individuals and teams to the definition, process, concept, skills, techniques and practice of communicating more effectively in all organizational circles. It provides a framework to assess one’s own interpersonal communicating style in a non-threatening way and then begin to assess and understand the style of others who may communicate differently from ourselves. Managing those differences can improve productivity, results and increase morale among staff members.
AUDIENCE
Intact work teams or individual from a cross section of the Organization.
PREREQUISITE
None
LENGTH
7.5 hours. May want to include additional half day sessions for intact groups in order to provide follow-up coaching to the group.
SUGGESTED CLASS SIZE
Suggested number between 6 and 20 participants
INSTRUCTIONAL APPROACH
Short lectures, discussion, role play and facilitated learning activities
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PRESENTATION SKILLS
Program Overview/ Business Needs
Every employee needs to be able to express organizational goals, objectives and ideas in a way that informs, persuades or energizes a group to action. All employees are expected to provide ideas and strategies that will impact the Organization’s bottom line. Effective presentation skills will contribute to the efforts.
OUTCOMES OF THE PROCESS
This program is designed to build confidence through practice of presentations geared to a variety of audiences including agents, clients, customers, public entities, and internal management. The program will build skills in probing and questioning techniques to uncover customer/audience needs, handle objections and reach agreement. Key steps in preparing for a presentation of the Organization’s products and services will be enhanced.
LEARNING OBJECTIVES
At the end of this course, participants will be able to:
- Enhance self-confidence to speak in front of groups
(e.g. control nervousness, reduce anxiety)
- Identify and work on inhibitors to presentation effectiveness
(e.g. asking questions, listening techniques, articulating customer concerns, verbal and non-verbal language, etc.)
- Structuring presentations or discussions to achieve desired outcome
(e.g. retaining accounts, solving customer problems, and selling a service plan, etc.)
CONCEPTUAL DESIGN
This course provides hands-on instruction and offers an array of components necessary to present ideas with both large and small audiences. It provide techniques to overcome the fear of speaking in front of groups and provides immediate and absolute feedback through videotaped presentations so the participant is able to improve skills after the workshop has ended.
AUDIENCE
Individual employees from a cross section of the Organization or intact work teams who are especially interested in team presentations.
PREREQUISITE
Participants may be more willing to practice the concepts when they are preparing for an upcoming presentation. However, general interest in personal development of presentation skills is also welcomed.
LENGTH
Two full day sessions with video presentations both days.
FOLLOW UP TO CLASS
Participants may need additional half day sessions for additional coaching in a particular skill area.
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TEAM BUILDING
Program Overview / Business Need
Just as families don’t necessarily get to choose siblings, coworkers don’t necessarily get to choose who they will share office cubes with or be called on to complete projects together. This course can be structured to support managers in creating a work unit or department climate where employees get to know each other differently. They will be taught skill sets in a fun and creative way that allow them to understand who they are as individuals, see how they function in the workplace and open up to the possibility of experiencing how others operate on a team. The process can help team members realize why all members create a better whole and how they can interact more cohesively as a team in order to achieve goals while keeping their on value sets in place.
OUTCOMES OF THE PROCESS
The purpose of this format is to provide managers and staff positive energy and fun while creating learning experiences that will mend past grudges and propel individuals on a path towards understanding and team effectiveness.
LEARNING OBJECTIVES
At the end of this session participants will be able to:
- Identify their particular team style and the relate to others.
- Determine how their style interacts with their other team members.
- Identify how particular styles enhance the team process.
- Determine the motivational as well as counter productive behaviors and approaches which will elicit increased or decreased team effectiveness and influence staff morale.
CONCEPTUAL DESIGN
This course provides managers and supervisors and team members tools and communication practices for influencing team effectiveness. The process incorporates discussions and group interactions that break down barriers, build increased understanding of individual behaviors and promote improved team development.
AUDIENCE
Intact work teams, including managers and directors of the team.
PREREQUISITE
Participants must all be part of the same work unit or department or ad hoc participants must interact with the team in a capacity that contributes to the outcome for group success.
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ON-BOARDING TO A NEW JOB / POSITION
Program Overview / Business Need
Have you ever joined an organization and leaders say you will be “oriented” to the department, but you can’t figure out where your chair is, how to get your computer to work, what programs are needed to bedownloaded so that you can get the job you were hiried for accomplished and yes, by the way, who are you having lunch with in order to learn the culture of the organization or at least this department? This course is structured to support any manager or supervisor who needs to bring a new hire on board successfully and without stress. We have a plan for you that can be modified to fit the unique needs of your organization.
OUTCOMES OF THE PROCESS
The purpose of this format is to provide managers a strategic plan to successfully hire and on-board a
new manager or staff person so that they can attend the orientation session and come back to their job site ready to function in the job they were hired to do. What are the HR structures that are mandatory, where is the checklist to ensure all systems are in place by the time the employee sits down at their desk; how do we provide informational interviews for the new hire so they become immersed in the company’s culture right away? And how can they begin to understand the written and unwritten rules of the organization that will make them successful within the first 90 days of employment?
LEARNING OBJECTIVES
At the end of this session participants will be able to:
- Identify key resources set in place to learn their new site and culture for the job they were hired to do.
- Determine key HR practices, training and procedures that are conditions of employment.
- Determine the schedule of informational interviews for key players within the organization.
- Determine the written and unwritten guidelines that exist within the new organizational culture and determine how their style will fit within that new culture.
- Identify mission, vision, goals and organizational structures of key leaders within the organization.
CONCEPTUAL DESIGNA
This course provides managers and supervisors a strategic game plan for orienting new managers, supervisors and team members within their work teams and throughout the organization so the new hire is successful immediately. tools and communication practices for influencing team effectiveness. The process incorporates discussions.
AUDIENCE
Directors, managers and supervisors and team leads who are responsible for on-boarding new hires, outside of the traditional New Employee Orientation (NEO) programs.
PREREQUISITE
Participants must understand the structure of the organization to which the new hire is to be on-boarded.
