As your human resource partner, eSOURCES provides your company customized training and development programs that increase the capabilities and productivity of your company's most valuable asset-your employees. Our human resource professional team works with you to assess your company's specific employee training needs, and implements a unique training program to meet those needs. Below is an overview of the various training and development courses offered by eSOURCES. Remember, we will customize any of the following techniques suited to meet the needs of your company. Working with you to invest in your employees is our business.   Accountability Behavioral Based Interviewing Building Relationships Change Management Conflict Management Effective Presentation Skills Excellence in Customer Service HR101 - The Basics of Human Resources Leaders at All Levels Leadership for High Performance Mastering Communication The New Supervisor The Master Facilitator Myers Briggs Type Indicator The Big Five (The Five-Factor Model of Personality)     Accountability   YES, ONE ACCOUNTABLE PERSON CAN MAKE A DIFFERENCE! Personal accountability plays a critical role in the success and effectiveness of any organization and is a critical factor in the satisfaction that each one of us gets out of life. Instead of focusing on the power we have to solve problems, many of us are spending energy in search of someone or something to blame for them. This can happen even when we know exactly what needs to be done! The ability to accept total responsibility, everyday, is important to both personal and organizational success. Who Should Attend? For all employees You Will Learn How To: Create a highly motivated workforce with accountable employees. Make accountable decisions and take accountable actions. View accountability as a method for achieving increased personal and team effectiveness. Develop a mindset for ownership of a task or problem and taking complete responsibility that the task or problem will be completed. Learn from mistakes, continually improving personally and professionally. Put an end to blaming and finger pointing by being accountable for your own actions and going the extra mile to keep all commitments.   Length: 1 day Back to Top Behavioral Based Interviews   Hiring the wrong person can cost organizations thousands of dollars each year; turnover expenses cost businesses 1/3 of an employee's annual salary. Therefore, it is critical to hire the right person for the job. Behavioral Based Interviewing is built on the proven theory that past experience is the best predictor of future behavior. Let us show you how to ask the questions that get the candidates you are looking for. Who Should Attend? Professionals, Supervisors, or Managers who are involved in the selection process You will learn how to: Win the war for talent Identify and ask the questions that are going to get you the employees you want Assess both the technical skills and behavioral attributes and attitudes that are important Assess the motivational fit of the candidate for the position they are applying Ensure that your questions are legally sound Document your interviews correctly Improve your interviewing skills through practice and peer feedback   Length: 1 day Back to Top Building Relationships   All employees need to develop the interpersonal skills necessary to communicate and work effectively with others in the workplace. This course focuses on four interpersonal skills needed to build effective relationships with others; communication, listening to understand, giving and receiving effective feedback, and conflict resolution. Who Should Attend? For all employees You Will Learn How To: Develop and utilize your own self-awareness to effectively interact with others Increase your ability to communicate with others and to effectively get your point across Be assertive without intimidating others Develop active listening skills Identify barriers to effective listening and develop strategies to overcome these Give both positive and constructive feedback in a meaningful manner Receive constructive feedback without becoming defensive Make conflict productive Minimize group conflict and build consensus Collaborate with others to achieve maximum results Identify and describe the five conflict management modes and the consequences of using each to manage conflict Identify your predominant conflict management mode using the Thomas Kilmann Mode Instrument   Length: 2 days Back to Top Change Management   It's no secret that the business world is going through tremendous changes and today's fast changing environment requires organizations to adapt to change or risk extinction. The need for effective change agents and leaders has never been greater. Who Should Attend? Leaders who are responsible for planning, implementing, or leading change efforts in their organization. This course can also be tailored for professionals and focus on challenges to change initiatives such as building resilience and support for change initiatives. You Will Learn How To: Assess the organizational capacity for change Build the case for change and turn resistance into support Increase resilience to change Utilize tools that gain support and buy-in to changes Conduct a cultural assessment and align and integrate these results into the success of your business Identify and overcome the barriers for implementing successful change Understand and shape the environment driving recent (and continual) changes Identify and acknowledge past changes - successes and mistakes   Length: 2 days Back to Top Conflict Management   The rewards of managing conflict the right way are enormous. Having the ability to skillfully resolve differences boosts productivity, builds strong working relationships, inspires commitment to a shared vision, and builds workplace diversity. This is an interactive class, which focuses on productive ways of managing conflict. Who Should Attend? For all employees You Will Learn How To: Resolve conflict even in the most difficult situations Deal with difficult people Collaborate with others and create win-win situations Identify and describe the five conflict management modes and the consequences of using each to manage conflict Identify your predominant conflict management style using the Thomas Kilmann Mode Instrument Recognize the conflict resolution styles of others and assess possible resolutions to situations   Length: 1 day Back to Top Effective Presentation Skills   Effective Presentation Skills is an intense interactive workshop that includes practice presentations and feedback from peers, instructors, and videotape. The workshop gives participants an opportunity to learn and practice techniques for planning, organizing, and delivering interesting and dynamic presentations. Participants receive one on one individualized feedback to assist them in developing their skills and to build confidence in delivering presentations. Who should attend? Anyone who makes presentations or is interested in improving their speaking skills You will learn how to: Target presentations to your audience and include the right information Reduce preparation time Organize presentations into an understandable and impactful format Effectively utilize visuals and aids Make voice inflection, gestures, eye contact, and facial expressions a natural part of speaking Handle questions and answers appropriately Deliver presentations in a dynamic manner Overcome nervousness and think on your feet Build rapport with an audience   Length: 2 days Back to Top Excellence in Customer Service   Organizations thrive when employees understand the interconnection of their roles with the overall successes of client relations. This course focuses on the big picture of customer relations and how to build the skills necessary to succeed in a rapidly changing world. Who Should Attend? Any business professional or customer service representative involved in internal or external customer service You Will Learn How To: Understand who the customer is, anticipate customer needs and expectations Define customer focus in your own job and devise strategies to become more customer focused Have a more positive impact on day-to-day service operations Build rapport with customers on the phone and in person Handle the expectations of customers Gather information through effective questioning techniques Hear what the customer "really" wants Communicate with customers in difficult situations Improve your ability to deal diplomatically with upset customers   Length: 2 days Back to Top HR101 - The Basics of Human Resources   It is vital for all supervisors and managers to have a good understanding of the HR issues they face on a daily basis. HR 101- The Basics of Human Resources is designed to give all levels of managers and supervisors the knowledge needed to deal with these issues. Who Should Attend? Anyone who manages others or deals with HR issues on a regular basis This course will cover: Employment Practices: Legal and Safe Writing job descriptions and classifying employees Reducing the risk of discrimination when interviewing and hiring Understanding how seemingly innocent interview questions can get you in trouble The questions never to ask in an interview Preventing Negligent Hiring Developing and conducting successful Employee Orientation   Legal Issues of Employee Relations Avoiding Legal Hot Spots and Preventing Lawsuits The 11 Most Important HR Laws Temporary, Part Time, and Child Labor Issues Writing legally sound policies, procedures and employee handbooks   Handing Difficult Employee Situations At Will Employment Wrongful Discharge Progressive Discipline and the pitfalls of the process Settling Grievances Employee Violence/Protecting Your Employees Substance Abuse   Length: 2 Days Back to Top Leaders at All Levels   Building a High Performance Workforce Give employees and leaders the skills they need to increase productivity, improve service, and deliver results. Leaders at all Levels is about increasing the leadership capacity of the individual. Leaders at all Levels is a dynamic experiential course that teaches individuals to be more effective in all aspects of their lives; at work, at home, and in the community. Leaders at all Levels is a powerful course designed to help participants know themselves better and build the personal skills necessary to lead themselves and your organization to a higher level. Who Should Attend? For all audiences who are interested in growth and leadership development in all facets of their lives You Will Learn How To: Make lasting changes in your life which impact your relationships at home and at work Improve interactions with others to be more effective and achieve greater results Gain an understanding of why you behave as you do and the results your behavior patterns create Align your behaviors and skill sets with the organization's vision and strategy Build your own Personal Action Plan to grow into the best leader you can be Build internal partnerships and break down barriers. Improve and build internal working relationships within departments, divisions, or the entire organization Become more customer focused in your own job- create and follow a road map to keep internal and external customers happy Spark creative and innovative ideas Make accountable decisions and take charge of your environment   Length: 5 days (consecutive off-site) Back to Top Leadership for High Performance   Companies spend an average of $2200 per employee on performance management. Are your leaders managing performance effectively? This course is built on the concept that there are several major skill areas leaders need to be effective. Leaders need to understand their role and to display strong interpersonal skills such as listening, giving feedback, and communicating ideas. Once they have mastered these skills, they will be better able to build and lead effective teams, groups, and projects. This course will teach you how to lead individuals and teams in such a way that generates personal satisfaction for employees as well as commitment to organizational goals. Areas of focus are Coaching, Performance Management, Situational Leadership, Building Effective Teams, Communication, Listening, and Feedback Who Should Attend? This class is designed especially for existing managers and supervisors who want to learn skills to improve their leadership capabilities You Will Learn How To: Strengthen and develop your leadership and management skills Plan, organize and create a supportive and successful environment and culture for your employees Work with employees to set and reach goals that help the organization succeed Communicate actively and effectively with all levels in the work setting Identify your leadership strengths and developmental needs and develop a personal action plan for success Create win-win solutions with employees and co-workers Build employee commitment and foster sustained, superior performance Utilize performance management as an on-going system, which helps your organization create a high performance workplace Plan and deliver the most difficult aspects of performance management Take employees to the next level of performance with masterful coaching techniques   Length: 5 Days This program can be modified to meet your needs or can be taught over a period of weeks. Back to Top Leadership for High Performance Course Outline Section 1: Leaders Make a Difference Identification of your leadership style through the Situational Leadership Model How to capitalize on your strengths and develop your weaker areas. An interactive discussion on the differences between management and leadership Learning to make an impact by managing relationships How to set the example and be a positive force for your employees   Section 2: Envisioning the Future: How to create a Shared Vision Developing effective communication processes How to ensure you are communicating in a clear and concise manner Listening to understand Giving and Receiving Effective Feedback- a model for feedback   Section 3: Building and Leading Effective Teams Characteristics of effective teams Being a relentless talent scout Employee motivation and recognition Administration and Application of the Myers Briggs Type Indicator; understanding valuable differences between people How to capitalize on individual strengths and the strengths of team members   Section 4: Managing Performance (Goal Setting) Performance Management as a year round tool to create business results Utilizing action steps to establish performance expectations and coach for optimal performance Setting and achieving SMART GOALS   Section 5: Developing Others (Leadership and Motivating Others) How to create a learning environment Training, coaching, and mentoring. How to distinguish situations when it is appropriate to train, direct, or coach. Learn how to adjust your leadership style to coach more than direct Engender employee commitment and foster sustained, outstanding performance Building a relationship of trust Back to Top Mastering Communication   Effective communication skills are essential for improved performance with individuals, teams, and organizations. In today's rapidly changing world, individuals need to know how to communicate effectively with all types of people in many different situations. Mastering Communication focuses on building communication skills that individuals can use to be more productive and effective. Why should you attend? Because with communication, if you don't get your message across the first time, you may not get a second chance. Who Should Attend? Employees who need to develop the interpersonal skills necessary to communicate and work effectively with others You Will Learn How To: Identify and overcome barriers to effective communication Discover your own communication preferences and style Learn about the inherent strengths and weakness of your style and develop strategies to overcome weaknesses Learn how to recognize the communication style of others and the impact of these in interactions Learn how to utilize and modify your communication style to be effective in any situation Learn how to relate effectively with others whose communication style differs from yours Organize and present ideas in a clear, concise, and direct manner. Learn to recognize the impact of differences in perception on communication Identify the critical elements of communication and how to capitalize on these   Length: 1 day Back to Top The New Supervisor   As a new supervisor, your first few months on the job are critical to you and your organization. It today's rapidly changing world it is important for supervisors to quickly master the basics of leading others. This course is designed to build a strong foundation of leadership skills that participants can quickly apply to their new role. Who Should Attend? New supervisors or managers. Any existing supervisor or manager who needs to improve their basic skills or those with little or no formal training You Will Learn How To: Make a successful transition from peer to boss Develop effective leadership skills and understand the difference between leadership and management Create a supportive work environment for your employees. This will focus on understanding the differences in individuals, valuing diversity, recognizing, rewarding and motivating Effectively communicate with your employees Give positive and constructive feedback the right way Resolve conflicts before they get out of control Apply the basics of performance management and progressive discipline Build and sustain employee trust   Length: 3 Days* *It is recommended that new supervisors also take the 2-day HR 101- Basics of Human Resources course. Back to Top   The Master Facilitator   Facilitating meetings and events takes more than just showing up. The challenge is to make meetings productive and time well spent. In this course, we provide you with practical tools and techniques for making meetings and events successful. Who Should Attend? This course is for anyone who facilitates group results. Whether you are a manager, an internal consultant, or a professional facilitator, this course is for you You Will Learn How To: Make meetings more productive and reach results sooner Build consensus, handle group conflict, and keep meetings on track Develop content, process and structure to produce results Build stronger facilitation skills Apply interactive techniques to make meetings more interesting Get all participants involved   Length: 1 day Back to Top Myers Briggs Type Indicator   The MBTI was developed over years of intensive psychological behavioral research. The profile provides a useful measure of personality by looking at eight personality preferences that all people use at different times. The MBTI can be used with individuals or teams of people who work together. Target Audience: Any business professional The MBTI helps individuals to: Understand themselves and their behaviors Understand and appreciate the differences in others See that different problem solving approaches are constructive   Organizations use the MBTI to: Communicate more effectively with supervisors, peers and employees Understand interpersonal dynamics Make the best human capital decisions Improve teamwork Resolve conflict Understand and adapt to differences in personalities   Length: 2 Hours to 1 day Back to Top The Big Five (The Five-Factor Model of Personality)   The Big Five is a personality instrument that has been well researched, is based on five dimensions of personality, emphasizes individual personality traits, and is based on experience, not theory. The five dimensions are generally known by letter designations: N (for Negative Emotionality ) E (for Extraversion) O (for Openness, Culture, or Intellect) A (for Agreeableness) C (for Conscientiousness or Will to Achieve) Target Audience: Any business professional The Big Five helps individuals to: Understand themselves better Understand and appreciate the differences between people Resolve conflict Communicate more effectively   Organizations use the Big Five for: team building selection job analysis training design customer service management and professional development coaching and counseling career development leadership development conflict management   Length: 4 hours to 2 days Back to Top