Effective Training Associates

Business Skills

From negotiating to strategic thinking, our business skills courses help your team become more effective leaders.

Explore Our Business Skills Courses

Achieving Meeting Excellence

OVERVIEW:
When meeting participants collaborate, innovate, problem-solve and make sound decisions, your organization flourishes. By employing these proven strategies in every meeting, you will cut your meeting time dramatically and increase the likelihood of getting the right people making better decisions in a shorter time. Achieving Meeting Excellence will dramatically improve the efficiency and productivity of your entire organization and offers practical solutions to the following frustrations:

  • A meeting agenda is loose with no clear roles or responsibilities defined
  • Participants wonder, “Why am I wasting my time here? I have real work to do”
  • Attendees are sneaking a look at their messages rather than staying focused
  • There has to be a “meeting after the meeting” to clarify what happened
KEY TOPICS:
  • Determine when a meeting is the best option to achieve a goal
  • Determine who really needs to attend and what role they will play
  • Prepare an agenda that will accomplish the meeting goal
  • Achieve the highest level of participant interaction and collaboration
  • Deal with the most common personality challenges
  • Develop a reputation for highly effective meetings
  • Employ all these techniques and strategies in meetings

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Be a Trusted Advisor for Customer-Facing Professionals

OVERVIEW:
This interactive virtual training series focuses on the mindset and skillset required to build successful long-term internal and external relationships by being a Trusted Advisor. Customer-facing professionals have many opportunities to build or erode trust, confidence, utilization of products and – ultimately – loyalty. Customer centric professionals require a mindset and best practices for partnering and collaborating in working with customers to drive to a positive solution.

Technical expertise is extremely important, but for technical professionals to be considered Trusted Advisors requires specific skillsets: understanding Working Styles, questioning, listening skills, aligning different perspectives, and defusing conflict in difficult situations.

KEY TOPICS:
Customer Centric Mindset
  • Challenges you face with your customers
  • Customer focused terminology
  • Why a Customer Centric Mindset is critical to staying competitive
  • Three basic steps of Customer Centricity: See, Own, Do
  • Three key skills: Earning Trust, Building Relationships, and Being Accountable
  • Personal Benefits of Being a Customer Centric Professional
  • Customer Centric attitudes and competencies
  • Application of Customer Centric Mindset to your function and customers
Understanding Working Styles
  • Why individual Working Styles are important to you
  • Benefits of knowing the four different Working Styes
  • Description of each Working Style
  • Self-Assessment: Identify your Working Style
  • Your Working Style benefits and drawbacks as you interact with customers
  • Application of Working Styles to customer situations
Effective Communication
  • Communication challenges with internal and external customers
  • Communication skills create your success and career progression
  • Ways to acknowledge and address different perspectives
  • DO’s and DON’Ts of your communication mediums
  • Customer Centric Communication Model: Balance Inquiry and Advocacy
  • Inquiry skills to question and analyze customer’s situation
  • Advocacy skills to satisfy customer’s request
  • “Yes, if….” responses to tough situations
  • The FroMLE techniques to approach difficult customer conversations
  • Apply communication skills to challenging customer situations
  • Play the ABCDE Communication Game
Handle Upset Customers and Problems
  • The steps of A-DANCE Model to address a customer’s emotion and difficult problem
  • Application of the learned Trusted Advisor skillset and best practices
  • Customer role plays to practice the integration of the Trusted Advisor skillset and A-DANCE Model
  • Personal action plan to Be A Trusted Advisor

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Cross-Functional Collaboration and Influence

OVERVIEW:
Organizations that understand the benefits of good communication prioritize and constantly strive to achieve better working relationships through establishing trust, credibility, and mutual value. They create productive work environments that encourage higher levels of employee and team performance, a common sense of purpose and better business results. This course provides innovative practices for breaking down silos and creating alignment and is applicable for people at every level of the organization.

KEY TOPICS:
  • Building the foundation of trust with others
  • Strategies for repairing and building trust
  • The role of influencing and convincing
  • Barriers to effective influence: external and internal
  • Determine alignment or lack of alignment between teams/individuals
  • Silos and how to break them down
  • Communicate effectively
  • Asking thought-provoking questions
  • Active listening characteristics
  • Seek different perspectives
  • Understand different working styles
  • Putting it all together: teamwork and collaboration

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Customer Centric Mindset

OVERVIEW:
Customer Centricity is a customer-focused business strategy based on putting your customer at the core of your business to provide consistent positive experiences and build long-term internal and external relationships. This customer centric training hones the skills of being trustworthy, proactive and accountable for every step of the internal and external customer journey.

KEY TOPICS:
  • What is Customer Centric?
  • What is the reason/need to be Customer Centric now?
  • How can we view/perform your role in a more Customer Centric Manner?
  • What are Best Practices for being Customer Centric?
  • How to brainstorm with a Customer Centric view
  • How to consider External and Internal customer considerations for being Customer Centric?

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Interviewing and Hiring the Best Talent

OVERVIEW:
Hiring and retaining the best talent in today’s economy can have many challenges: shortage of technical talent, candidates from diverse cultures, well-prepared savvy candidates, those who may generalize or exaggerate experiences and interviewers who may not know the legal boundaries to which their company must adhere. In many companies, the interviewing process is random and unstructured. The goal of every interview is to make sure to hire the best person for the job and to create a positive candidate experience.

This workshop provides a best-practice interviewing structure and skills required to best assess candidates, create a great candidate experience and to make the best hiring decision, while staying within legal boundaries.

KEY TOPICS:
  • Build interview plans around specific job titles
  • Understand legal requirements during the hiring process
  • Sell the benefits of working for your company
  • Understand where unconscious bias may impact the hiring process and how to mitigate it
  • Avoid common interviewing mistakes
  • Remote Interviewing tips
  • Create a candidate-friendly environment
  • Follow a proven interviewing structure
  • Coordinate the interview team to minimize redundancies
  • Handle challenging interviewing situations
  • Conclude in a fair and legally defensible manner

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Making Virtual Meetings Matter

PRE-WORK SURVEY:
Participants complete a survey on meeting scenarios and challenges. The instructor then consolidates the data and targets the workshop to areas that best meet the needs of the participants.

KEY TOPICS:
  • Deciding when to meet and when not to meet
  • Getting the most out of virtual meeting technology
  • Maximizing effectiveness of video in virtual meetings
  • Using body language and voice intonation in an online setting
  • Developing an effective agenda
  • Delivering clear, concise status updates
  • Keeping meetings on track
  • Keeping participants focused, engaged, and contributing
  • Troubleshooting common meeting challenges
  • Understanding the four decision types and achieving group consensus
  • Creating a follow-up communication, action and accountability plan

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Managing Time and Multiple Priorities

OVERVIEW:
We all have access to the same amount of time each day: 1440 minutes or 86,400 seconds. This powerful webinar, packed with timesaving ideas, teaches the most effective techniques to stay organized all day and manage time to increase productivity without working harder or longer. This program shows how to focus on high-payoff activities and eliminate time-wasting behaviors and procrastination.

KEY TOPICS:
  • Time Management Challenges: Impact on You and on Others
  • Identify Your Values, Goals, and Time Tendencies
  • Time Personality Styles: How You Approach Time
  • Optimize Your Workspace
  • Prioritize Workload and Key Activities Techniques
  • Plan According to Yield: Time Management Matrix
  • Utilize To-Do Lists
  • Best To-Do APPS of 2022
  • Maximize “Peak Zone” Productivity Time
  • Avoid Procrastination
  • Minimize Interruptions and Distraction

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Negotiating Skills

LENGTH: Four hours virtually
INSTRUCTOR: Eric Bloom

KEY TOPICS:
Needed Negotiation Environment
  • Conditions Needed for a Successful Negotiation
  • Willingness to Negotiate
  • Ability to Negotiate
Negotiation Styles and Results
  • Know Your Style and Opponents Style
  • Conceptual Framework
  • Avoidance
  • Accommodating
  • Assertive
  • Aggressive
Negotiation Approaches
  • Win-Win, Win-Lose, Lose-Win
  • Interest Centric
  • Competitive vs. Cooperative Negotiation
Important Negotiation Concepts 
  • Distributive vs. Integrative Negotiation
  • Needs vs. Wants
  • Power of the Parking Lot
  • BATNA and ZOPA
Negotiation Preparations 
  • Understand What You’re Negotiating
  • Know Your Objectives
  • Define and Prioritize Your Strategic Objectives
  • Know Your Bottom Line and When to Walk Away
  • Know Your Potential Risks
  • Learn Other Person’s Needs and Wants
Negotiation Strategies
  • Look for Mutual Gain
  • Compare Needs and Wants
  • Invent Creative Options
  • Negotiate the Problem, Not the Person
  • Trade Effectively
  • Focus on Interests, Not Positions
  • Use Objective Criteria
  • Value of Flexibility
  • Create a Fake Issue
  • Declare Limited Authority
  • Bundle Items Together
  • Change Topics
  • Taking the High Road
  • Competition to the Deal
Dealing with Difficult Tactics
  • The Flinch
  • Aggression
  • Threats
  • Withdrawal
  • Pressure for Quick Decision
  • Nibbling

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Strategic Thinking

OVERVIEW:
Strategic Thinking is the mental process, applied by an individual or a team, which considers ways to enhance the value they bring to the organizations or internal/external customers they serve. The class outlines strategic thinking from a number of different conceptual perspectives, but always with an eye toward how it can be used to enhance the mission and value of the organization and the careers of the professionals within it.

KEY TOPICS:
Understanding Yourself and Others
  • Key Concept
  • The Johari Window
  • Emotional Intelligence: Definition
  • Level-Up Management
  • Look and Learn
  • On the road…
  • In the office, you gain insights into…
  • This knowledge will
Expanding Your Leadership Thinking
  • Knowledge Gathered
  • Insights Gained
  • Actionable Items
Key Thoughts and Terminology
  • Types of Innovation
  • The Sustaining Innovation Flow
  • The Disruptive Innovation Flow
  • Innovative Vision
  • Business Uses of Innovation
  • Our Subconscious Mind
  • The Inspiration Paradox
  • Lateral Thinking vs Programmed Thinking
  • Defining the Problem Definition and End State
  • Strategic Thinking Definition #1
  • Strategic Thinking Definition #2
  • Strategic Thinking Definition #3
Organizational Thinking
  • How do you make decisions?
  • Three Game Types
  • Planning and Positioning
  • Organizational Learning
  • Constructive Transformation
  • Moral of the story
Strategic Thinking Critical Success Factors
  • Strategic Thinking Must Be
  • Making Time to Think a Priority
  • Move Out of Your Comfort Zone
  • Focusing on Results vs. Methods and Means
  • Use Forward Thinking
Strategic Thinking Process
  • Engagement
  • Cultivation
  • Inspiration
  • Validation
  • Approval
  • Implementation
Strategic Planning Process
  • Understanding company goals and objectives
  • Understanding your organization’s current position
  • Understanding potentially unmovable constraints
  • Defining organization’s future vision
  • Performing a gap analysis
  • Defining objectives to reach organization’s vision
  • Developing an implementation plan
  • Implementing the plan
  • Ongoing monitor and measure of results

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Stress Management

OVERVIEW:
Today’s work environment can be described as trying to put together a puzzle while others are continually moving and changing the puzzle pieces. And while the pieces – the variables and the circumstances – may rapidly change, the deadlines and pressures remain constant. During these challenging times when people are dealing with a composite of personal, professional, and societal stress it is more important than ever to understand, plan, and manage for stress.

This course helps pinpoint the causes of stress and how to manage the variables that are constant and within our control: our mindset, our time management, and relationships with others. Participants are left inspired, empowered and in action to create a plan and workplace reality that fosters teamwork and productivity.

KEY TOPICS:
  • Managing Covid-19 related stress – dealing with long-term uncertainty
  • Reducing stress in the virtual workplace and with the global team
  • Stress affects – identifying the physical, mental, and emotional impact of stress on the individual
  • Resilience assessment and techniques for building resilience
  • Five keys to manage stress and how to interrupt the stress cycle
  • Micro practices for on-going stress management
  • Managing your Relationship to Time and Work Environment
  • Defining mindfulness and developing practices to support and calm presence

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Thriving on a Hybrid Team

OVERVIEW:
Hybrid teams are here to stay for the foreseeable future. The environment of a Hybrid team can be unsettling and difficult to navigate which requires a heightened sense of connection, focus and intention. This highly interactive virtual session gives you the best practices to connect and communicate with remote team members to enhance collaboration, engagement, and productivity.

KEY TOPICS:
Setting the Conditions for a Highly Effective Hybrid/Remote Team
  • Understand that Engagement is Key to a Hybrid Environment
  • The Power of an Engaged Team
  • Creating a strong team engagement through shared values
Utilizing the 4 C’s of Highly Effective Hybrid Teams
  • Connection: How we build trust and Connect with one another in a Hybrid environment
  • Communication: How we Communicate to make sure ALL voices are heard
  • Collaboration: How we Collaborate to accomplish our objectives
  • Celebrate: How we Celebrate and recognize one another on a job well done
Remote and Hybrid Meetings
  • Setting up your remote/hybrid meetings for success
  • Creating clear goals, objectives and an agenda for every meeting
  • Setting Expectations of Participation (Ground Rules)
  • Leveraging the tools of the platform for maximum engagement (call them out at the beginning of your meeting)
  • Focus on inclusion and make sure all voices are heard and included to level the playing field
How to Handle Burnout and Exhaustion
  • Recognize when it’s happening/what are the SAD signs (Stress, Anxiety and Depression)
  • Discuss the stigma of asking for help
  • Exercise the power of Empathy
  • Take advantage of your company resources

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