ECQ 3: Results-Driven

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Courses Overview


We have aligned our courses with the Office of Personnel Management’s, Executive Core Qualifications to ensure our topics increase the interpersonal competencies of the learners. All of the Learning Everywhere® courses can be delivered as ½ day or full day modules and linked with other courses to offer a multidimensional training program.

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Performance Plan Conversations

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Supervisors must present a balanced perspective regarding an employee’s performance with both positive and negative performance examples. The best way to do this is by capturing objective job related notes. Applying a method that first describes the situation and any circumstances relevant to it, the behavior of the individual and finally the outcome or the result of the situation is always best. Using multiple sources to gather information and documentation of the person’s work is a great resource for providing substantiated supporting information.

The Opportunity of Conflict

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Managing conflict and dispute resolution is a necessary task of leaders. Conflict management approaches can range from competing, collaborating, and compromising to avoiding and accommodating. Each of which may be appropriate for different types of situations. Considering what is at stake is paramount to determining the most effective approach. “Is there a situation where you must be firm but fair? Is generating options a possibility? Can you afford to compromise? do you have the time to collaborate? Can you postpone the discussion? Is someone at fault, and is that person you?” Conflict can be healthy when it generates new ideas and strengthens relationships. The basis for this must be mutual agreement. When conflict is unhealthy and causes mistrust, frustration, anger, and apathy, it reveals that the approach was wrong. This class delves into both topics to develop the perspective and skills to create positive outcomes for all involved.

Learning Objectives:

  • Assess individual conflict resolution styles and develop strategies to effectively work with each style.
  • State concerns and request change in a respectful and motivating manner.
  • Apply cooperative forms of alternative dispute resolution and mediation.

Performance Plan Conversations

-

Supervisors must present a balanced perspective regarding an employee’s performance with both positive and negative performance examples. The best way to do this is by capturing objective job related notes. Applying a method that first describes the situation and any circumstances relevant to it, the behavior of the individual and finally the outcome or the result of the situation is always best. Using multiple sources to gather information and documentation of the person’s work is a great resource for providing substantiated supporting information.

Decision Making Implementation

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Making good decisions is the hallmark of successful leaders. Decision making is too often reactive. Leaders should be systematic in their identification of critical issues, their assessment of options, and their consideration of the impact of implementations both before and after. Also, details of what will be required should be involved as well as communication to all key players and customers who may be impacted by the decision. This class explores the process of decision making as well as the human and material implications of the big and small decisions leaders are required to make every day.

Learning Objectives:

  • Identify personal decision making styles.
  • Differentiate between decision making and problem solving.
  • Use various proven decision making techniques.
  • Conceptualize and plan for the implications of decisions on key human capital and material resources.

Customer Service

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A successful organization understands the value of its customers. It strives to continue to provide unsurpassed customer service to its most important asset. Participants will be provided with the necessary tools to become more effective in dealing with both internal and external customers. They will also be able to recognize when different behaviors should be used for dealing with difficult customers.

Learning Objectives:

  • Understand the value of your customer
  • Identify different types of customers
  • Proactive customer service
  • Responding to the needs of your customer