Conflict Management - Working Through Differences
Interactive Training for Government AgenciesCoaching and Mentoring Skills for Leaders
Develop Skills Needed to be an Effective Coach and Mentor
Coaching and Mentoring Skills for Leaders: This is a highly interactive 1-day course for managers and supervisors who want to become better leaders by developing their coaching and mentoring skills. Developing coaching and mentoring skills is a 'must' to become a valued leader. One of the most important responsibilities of leadership is developing employees so they perform at higher levels. This challenges leaders to provide continual feedback and coaching to help employees understand how to meet and exceed important performance standards.
A closely related leadership responsibility is to mentor employees so they more fully understand the organization's vision, mission, values and culture. This engages employees at a deeper level, encourages them to pursue a career in the organization and helps it develop and retain its critical human capital.
Who Should Attend
Supervisors and managers who want to gain the knowledge, skills and attitudes needed to be successful in coaching and mentoring their employees.
Training Benefits
- Improved supervisory confidence in guiding and encouraging employees to achieve at higher levels
- Improved employee confidence to take on challenging work assignments;
- Fewer employee mistakes and problems stemming from poor learning and motivation
- Greater employee initiative to solve problems and develop their skills on their own
- An increased number of employees with increased abilities and desire to take on greater responsibilities
- Describe how continual coaching and feedback benefits the organization and its employees
- List the key principles of adult learning and demonstrate how they apply to giving feedback and coaching
- Apply the essential skills of coaching effectively
- Explain the mentoring process, how it benefits the organization and how it’s provided to employees
- Engage employees and enable them to pursue their own process of growth and self-development
Overview of Training Topics and Learning Points
Section One - Laying the Foundation for Giving Effective Feedback and Coaching
- Why feedback and coaching matter to the organization, the supervisor and the employee
- Understanding the differences between tasks, standards, expectations and goals
- Using Bloom’s Taxonomy of Learning and the ADD approach (Analyze, Design, Develop) to develop effective coaching strategies
- What adult learning principles are and why they are essential to use in feedback and coaching
- Four essential coaching skills: diagnostic listening, strategic questioning, wisdom sharing and giving effective feedback
- Identifying the most important traits needed to be an effective coach
- Understanding employee communication styles, learning styles and motivation
Section Two - Essential Skills of Feedback and Coaching
- The essentials of verbal, voice and visual communication
- Giving reinforcing feedback using the BET (Behavior, Expectation, Thank you) approach
- Giving corrective feedback using the LB/NT (Like Best/Next Time) approach
- Using Monroe's Motivated Sequence to capture the employee’s attention
- How to coach employees using a four-step approach
- How to use questions to facilitate learning rather than lecture and demonstration exclusively
- Using active listening effectively to adjust to employees’ needs and concerns
- Techniques for reinforcing learning that provide greater retention of knowledge and skills
- How to hold employees accountable to meet performance standards in a positive way
- How to evaluate the effectiveness of your coaching in attaining improved performance
Section Three – Planning and Implementing Effective Mentoring
- Understanding the differences between coaching and mentoring
- Defining the mentor’s role and the mentee’s role in the mentoring process
- Creating an Individual Development Plan and a Mentoring Agreement
- Describing the organization’s vision, mission, values and culture to mentees in practical terms
- Guiding mentees to understand how to network and follow the unwritten rules of the organization
- How to provide helpful career advice without becoming a patron or “door opener”
- Essential goal setting methods for helping employees to keep developing their skills
Delivery Methods: The following delivery methods are designed into the program:
- Brief presentations plus numerous individual, small-group and large-group activities
- Facilitated real-world applications including case studies, business games and role plays
To receive more information about this training, call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Leadership and Management
Six Sigma Training
Six Sigma Classes Tailored to Your Business
Six Sigma training reduces variations causing defects that are underestimated in the cost structures of an organization.
We show you how to implement Six Sigma and reduce process variation in everything you do. By reducing variation, your organization can significantly reduce cost, improve cycle times, eliminate customer complaints, and drastically improve your corporate bottom line.
The basic premise of the Six Sigma Philosophy is to reduce variation. Variation causes defects that are underestimated in the cost structures of an organization. Reducing defects by definition reduces variation. By reducing variation, one becomes predictable. With predictability comes profitability. Our approach is to begin with management commitment It requires management commitment to effect change, and unless the process by which work is executed is changed, no improvement will occur. Management must understand the path that will be followed and recognize that important and significant decisions must be made to provide the environment for improvement.
The tools and techniques that Six Sigma Specialists provide are embodied in the chart above. The first requirement is to measure the performance parameter of interest. This could be manufacturing performance, or the performance of the output of an administrative assistant. Whatever is to be improved must have an appropriate measurement system associated with it. One of the first things that is needed is to establish the metrics by which the organization or process is to be measured In many cases, these metrics do not exist and it is management that needs to establish these metrics and goals. The management training sessions identify the path and tools needed to develop the metrics for the organization. Analysis of the results of these measurements will provide a direction for change, establish improvements by changing the process that generates the performance parameter and then, provide controls to assure that the improvements implemented do not deteriorate.
Below each step are the tools that are appropriate to that step. Six Sigma Specialists, Inc. provide the training and mentoring required for successful implementation. Management must be trained in the concepts and clearly understand their role in achieving results. They are the providers of the resources and control the level of success. Engineers and subject matter experts require a deeper understanding of the tools and techniques so they know when and where to call in the experts. We refer to this as Six Sigma Green Belt training. The process improvement experts are referred to as the Six Sigma Black Belts. They have complete understanding of the tools, techniques and analysis to provide superior direction for improvement activity. They are usually devoted full time to the problems and improvement requirements of the organization.
Selection of Black Belt candidates is a very important factor in the success of the Six Sigma implementation. Six Sigma Specialists can assist you in developing the profile and characteristics that can result in an effective Black Belt in your organization.
Unless the vision of the organization is to be on a continuous road to improvement, limited success will be achieved. Management provides the direction and resources. Black Belts assist the whole organization in making the right changes in the organization to achieve the vision. Green Belts assist and provide technical guidance. The whole organization, with understanding and vision, moves en masse toward the goal.
Each wave of Black Belts, Green Belts, and Management training moves toward achieving the critical mass necessary to become self-sufficient and self-fulfilling. The first wave provides the first successes which, when celebrated, encourage the rest of the organization to continue moving forward. There is a pull on the trained employees to share their knowledge. There is a pull by the organization to learn more about "Six Sigma". Black Belts, with experience, will become "Master Black Belts" able to train, mentor and direct the Six Sigma initiatives in your organization.
Then, one moves the concept out to the supply base. Generally, as work progresses in process improvement, the root cause is often found to be in the supply base. When this occurs, selected suppliers can be brought "on board" by including their problem solvers in the next wave of training. Their "at home" projects will be the problems and issues that are important to you. The data will do the talking and commercial issues are minimized.
Described below is the curriculum associated with one strategic approach. It is not the only approach and Six Sigma Specialists can structure a strategy that is appropriate to the present capability, size and affordability level of any organization.
Six Sigma Training Strategy
The Six Sigma Specialists Training Strategy is to provide four levels of training. The first level is for executive management It is our strong belief that without the commitment of the top levels of the organization, Six Sigma deployment and success will not drive the bottom line. Therefore, we highly recommend a one day overview session for upper management and a one week overview session for mangers of green belts and black belts. The second level is green belt training. Green belts are the more populous of the belts. They are a large resource of knowledgeable doers who assist the Black Belts in getting the data. The third level is the Six Sigma Black Belts, the experts in the organization for planning, executing, and analyzing the data for process improvement. The fourth level is the Six Sigma Master Black Belt. These are the technical gurus and are well versed in all the techniques, Six Sigma training strategies, and process improvement metrics for the organization.
University of South Florida
Six Sigma Specialists are associated with the University of South Florida (USF) in providing a public Six Sigma Green Belt and Black Belt certification program. Our instructors for the classes provide the curriculum in accordance with a certification of attainment from USF.
Six Sigma Black Belt Certification Program
Six Sigma has become a successful, well documented process improvement initiative that, when properly executed, brings significant results across many facets of the organization. In order to achieve these results, an organization typically develops their internal experts or “Black Belts”. The University of South Florida is providing an external vehicle to attain the status of “Black Belt” so that you can reap the many benefits such a certification would provide. As a Black Belt, you would have the capability of understanding the process by which any problem you might encounter can be successfully resolved in as short a time as management allows. Your ability to influence your organization will dramatically improve. There are Black Belts in every organizational function from manufacturing to marketing.
Who Should Attend
- Anyone who wants an in-depth understanding of the Six Sigma process
- Anyone who has been given the challenge to implement Six Sigma
- Anyone working in an organization already deploying Six Sigma
- Anyone who loves to make improvements in how work gets done
- Anyone who would like their organization to implement Six Sigma
Introduction to Six Sigma Level I
- 1 day classroom
- Certificate of Completion
Management Level I
- 1 week classroom
- Certificate of Completion
Green Belt Level II
- 2 weeks classroom – 5 weeks duration
- Diploma: Course Completion and Project Presentation
Black Belt Level III
- 4 weeks classroom – 5 months duration
- Diploma: Course Completion
- Certification: Projects Implementation and Presentation
Statistical Tools Level III
- 1 – 3 days
- Certificate of Completion
Master Black Belt Level IV
- 3 weeks classroom – 5 months duration
Management / Leadership Development Program
Training Managers How to Lead People and Create High-Performance Work Climates and Foster Employee Engagement
This onsite Leadership and Management Development Program provides a complete curriculum to train managers and supervisors in the skills required to lead and manage people. This training is customized and designed to develop four critical skills for management and supervisory success.
The Four Skills for Management Success:
- Leadership skills
- Communication skills
- Performance management skills
- Decision making and planning skills
| Developing effective leadership and management skills creates a competitive advantage for your organization. Unfortunately, these skills do not come easily for most people. Most supervisors are promoted to their position – not because of their management skills – but because of their ability to do the tasks assigned. Training these skills is critical to their success. |
| Additional and supplemental management training can be added to create a complete curriculum for all your managers and supervisors. (These additional programs are listed at the bottom of this page.) |
Who Should Attend
This curriculum is intended for supervisors and managers wanting to develop and enhance their core competencies in the skills of professional management. This course is designed to be given over four days, which can be continuous or spread over time. Optional “next step” topics are shown at the end of this outline. Using the tools of strong leadership, effective communication, performance management and organizational development, the attendees will maximize their own potential while achieving the goals of the organization.
Training Benefits
- For newly appointed supervisors and managers: the opportunity to become equipped with the tools necessary for success in their new role.
- For the experienced supervisors and managers: the opportunity to revisit the building blocks of management excellence while focusing on the specific challenges of their present situation.
- For the employer: the opportunity to have a professionally developed, custom designed, targeted learning curriculum for its employees and industry without high cost or adding to overhead.
Overview of Training Topics and Learning Points
Course 1: The Essentials of Strong Leadership
- Focusing on the essential elements in providing strong and effective leadership to employees
- Understanding leadership and its impact on the organization
- Evaluating leadership styles; recognizing strengths and areas for development
- Developing a basis of trust and confidence with employees
- Understanding the keys to successful motivation
- Using goal setting, time management, planning and prioritizing techniques successfully
- Implementing effective delegation techniques
- Empowering employees to take on more responsibility
- Removing barriers to enable employees to succeed
- Organizing and coordinating employees’ activities effectively
Course 2: Critical Management Communication Skills
- Gives supervisors and managers the techniques required to communicate effectively, both up and down, within the organization. In this course, participants will learn that communication is the art of expressing ideas to create action.
- Mastering the art of persuasion to motivate others to higher levels of achievement
- Handling criticism without becoming defensive
- Defusing tense or explosive situations
- Removing the most common obstacles in getting critical ideas across
- Becoming a better communicator by being a better listener
- Communicating your perspective with clarity and power
- Using “damage control” tactics to smooth over hard feelings and prevent grudges
- Avoiding words and phrases that cost credibility
- Using silence to gain information
Course 3: The Keys to Successful Performance Management
- Enabling supervisors and managers to develop their skills to raise productivity, improve worker morale, retain good employees, and enhance the workplace environment
- Developing realistic and objective performance measures
- Setting and communicating specific expectations
- Working with job descriptions and position statements
- Developing work instructions and task listings
- Coaching employees to acquire or develop job skills and knowledge
- Counseling employees through difficult performance issues
- Monitoring employee productivity
- Implementing a process of giving and receiving feedback
- Preparing meaningful performance evaluations
Course 4: Decision Making and Planning Skills
- Enabling supervisors and managers to more effectively plan and implement the steps necessary to achieve goals and improve processes
- The decision-making process
- Decision-making styles
- Group versus individual decision making
- Identify team, department and organizational needs and goals
- SWOT analysis at the department level
- Developing realistic goals that have positive results
- Integrating the organization’s mission in both strategic and operational planning
- Establishing the priority of activities to maximize their impact
- Analyzing processes to determine their effectiveness
- Improving processes – methods to eliminate wasteful steps
Additional and Supplemental Management Training
At the conclusion of the Management Development Program, supervisors and managers will have enhanced their skills in the four core areas of management excellence. Optional additional training courses, which may be the next step in the career and can be added or incorporated into the development of your supervisors and managers, include:
- Budgeting for Managers
- Business Writing That Gets Results
- Critical Thinking Skills for Leaders
- Employment Law for Managers and Supervisors
- How To Be a Successful Interviewer
- Finance and Accounting for Non-Financial Managers
- How to Manage and Motivate a Team
- Improved Project Management and Planning
- Leadership Through Change
- Problem-Solving Skills for Change Leaders
For more information call toll free at 877-385-5515.
You may also email us for more information about our leadership and management programs at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Leadership and Management
Leadership Skills for New Supervisors
Training Supervisors to develop interpersonal and team skills to be effective leaders.
This is a high-impact customized training session focuses on developing the skills and techniques essential to getting supervisors up to speed in their role as managers and leaders.
The course utilizes the Everything DiSC® Workplace assessment tool. Participants discover a new and deeper awareness of their leadership style. The assessment report, interactive discussions and exercises give supervisors new insight into how to build on their communication, management and leadership strengths.
Alliance Training is an authorized distributor of all DiSC© products.
Through interactive exercises, cases and discussions, this workshop helps new supervisors develop the communication, coaching and performance management skills needed to supervise employees and lead teams effectively. They discover new insights and practice techniques to foster diversity and inclusion, overcome generation gap issues, improve motivation, resolve conflict, develop high performing teams and more…
Everyone leaves with a higher level of confidence to accept personal responsibility for results and become more proactive in their roles as leaders.
Competencies developed in this course include: Developing Others, Accountability, Oral/Written Communication, Influencing and Negotiation, Performance Management, Conflict Management, Team Building
Note: This course can be modified to be delivered in multiple half or full-day sessions.
Who Should Attend
The 3-day workshop is designed for new supervisors who want to grow their management skills and get on the fast track to achieving leadership success. The training covers the proven techniques and strategies supervisors need to become a confident and effective leader.
Training Benefits
- Demonstrate effective communication techniques used by supervisors in giving feedback.
- Differentiate between formal/informal processes of managing employee performance.
- Recognize the value of diversity and inclusion by looking at multi-generational and workforce challenges and opportunities.
- Identify how your roles and responsibilities have changed since becoming a supervisor.
- Identify barriers to effective communication.
- Determine your leadership conflict styles.
- Explain methods to motivate, energize and engage your team
- Recognize attitudes and behaviors that can create conflict on your team.
- Discuss the elements of effective meetings.
Overview of Training Topics and Learning Points
Day 1
- Identify how your roles and responsibilities have changed since becoming a supervisor.
- Identify qualities and abilities required for effective supervision and management
- Understand your role and responsibilities as manager
- Learn to transition from individual contributor to manager – from coworker/friend to “boss”
- Understanding Your Style – Style Does Matter
- Everything DiSC® Workplace
- Your Style - Your Report
- What it says
- What it means
- How to use it
- Identify barriers to effective communication.
- Recognize what effective communication really is
- Know the barriers that can cause derailment and misunderstanding
- Identify the relative importance of face to face communication
- The keys to managerial communication
- Learn to match the right communication method with your communication goal
- Identify the challenges and best practices when communicating electronically
- Giving Feedback
- Effective communication techniques used by supervisors in giving feedback.
- Coaching and developing employees, enhance performance and achieve goals
- The elements of effective coaching
- Differentiate between formal/informal processes of managing employee performance
- Coaching to correct difficult and challenging behavior
- Steps of coaching discussion
- The differences between coaching and discipline
- Practice coaching
Day 2
- Motivation and Your Role in Creating a Motivational Setting
- Recognize the cost of demotivation and disengagement
- Apply the elements of the motivational process
- Developing a motivational climate
- The Value of Diversity
- The cross-generational team reality – what it is, and why it is important to understand it
- Recognize the value of diversity and inclusion by looking at multigenerational and workforce challenges and opportunities
- Cross-generational team characteristics and challenges
- Learn how generational perceptions, attitudes and values influence the team effort
- Create an environment that supports cross-generational team effectiveness
- Tips on communicating effectively with multi-generational work teams
- Helping the generations appreciate and respect each other
- Match team challenges with the appropriate mix of experience
- Implement strategies to help experienced employees interact effectively on cross-generational teams
- The cross-generational team reality – what it is, and why it is important to understand it
- Managing Conflict
- Recognize attitudes and behaviors that can create conflict on your team
- Determine your leadership conflict style
- Learn the four guiding principles to conflict management
- Understand how personalities play an important role in conflict resolution
- Identifying and understanding communication filters that lead to conflict
- How to identify the possible outcomes of a conflict before choosing an approach to conflict resolution
- How to identify healthy conflict within the organization
- Implement a step-by-step path that leads to conflict resolution
- How to use the Socratic Method to clarify the sources of conflict
- How to ensure the resolution is implemented
- Learn techniques to head-off future conflict
Day 3
- Essential Team Building Requirements – (methods to motivate, energize and engage your team)
- Common reasons team building fails
- Where to begin the team building process
- Recognizing obstacles to team success
- New team
- The new team leader
- Understanding how personal work styles and personalities impact team dynamics
- Understanding team building stages
- Key motivators for each stage of team development
- Develop improved team communication skills
- Define and communicate team vision and expectations
- Set clear team goals and objectives
- Align team, department and organizational goals
- Develop High-Performance Teams
- Key motivators for individuals and teams to facilitate a strong team
- Recognize attitudes and behaviors that can create conflict on your team
- Establishing individual and team accountability and responsibility
- Help the team deal with change effectively
- Promote more creative problem solving among team members
- How to recognize and overcome common team dysfunction
- Encourage appropriate risk-taking
- Resolving conflict within the team
- Giving feedback to motivate individual and team performance
- Making Meetings Work
- The keys to running effective team meetings
- Agenda
- Staying on track
- Limiting disruptions
- The keys to running effective team meetings
- Develop Your Personal Action Plan
Bring this leadership skills course to your organization and begin applying these powerful techniques immediately. Participants leave this session with new insights and techniques to foster diversity and inclusion, motivate others, resolve conflict, develop high performing teams and lead people effectively.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Leadership and Management
Succession Planning – Developing Your Leadership Pipeline
Training to Ensure Employees Consistently Deliver Ongoing Exceptional Results
This one-day Succession Planning seminar puts your organization on track to develop leadership talent and the sustainability of strong leadership in your organization.
Succession planning is too often given little thought in organizations. Without an effective succession plan, it is nearly impossible to ensure leadership continuity in the coming years. By utilizing an effective succession planning strategy—a continual leadership development process—organizations can avoid promoting the wrong person into a key position and stop making costly hiring mistakes.
Through a strong leadership development process, organizations ready themselves with a pool of talent with the skills, attributes and experiences needed to fill specific leadership positions and meet emerging leadership needs.
Who Should Attend
This course is recommended for executives, managers and HR professionals.
Training Benefits
- Improved leadership development
- Identify critical training goals
- Greater employee satisfaction and retention
- Enhanced commitment to work and the workplace
- Improved corporate image
Overview of Training Topics and Learning Points
- Recognize how succession planning and talent development needs are linked to your strategic plan
- Link succession planning to your performance management process
- Develop a communication strategy
- Identify expected vacancies
- Determine critical positions
- Identify current and future competencies for positions
- Develop a recruitment strategy
- Implement assessment and selection tools
- Supplement HR functions to include active recruiting and staffing
- Identify gaps in current employee and candidate competency levels
- Recognize high-potentials
- What managers can now do to groom and cultivate in-house talent
- Develop Individual Development Plans for employees
- Establish development plans for successors and high potential candidates
- Develop and implement coaching and mentoring programs
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
