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 Dealing with Difficult People This program gives managers the skills of persuasion, vital in running meetings or trying to influence others. Persuasion is an art that must be learned if the road to agreement is not to be strewn with acrimony or conflict. It's not about being domineering or dismissive, but following a three-stage approach that accounts for everybody's needs: listening actively, explaining your own feelings, and inviting other ideas and building on them. Then agreement follows naturally. The benefits
Programme includes: DVD or video (27 mins), Briefcase booklet and Discussion guide
 This practical human resources handbook for the solo practitioner gives you the guidance and tools to run your HR department effectively and efficiently. Whether you're the person new to HR or an HR manager in a solo environment, it will help you perform your HR function with the best of the them. Includes how to align HR with your company's goals, build credibility and influence, understand HR ethics, cope with management expectations, learn effective staffing strategies, and use HR metrics to prove your contributions. Practical chapters show you how to get big HR performance with a limited staff:
 "How to Develop Effective Communication Skills" is a systematic, detailed training program that gives you a blueprint for effective communication; a formula for understanding. You will learn the skills needed in order to compete in the worldwide marketplace to make you and your company successful. You'll learn to:
This enhanced DVD edition of How to Develop Effective Communication Skills is part of the In An Instant Business Training Library. It comes complete with a DVD, video tape, closed captioning, audio CD and a post-test that may be reproduced. It also includes a copy of the book "Effective Interpersonal Relationships" by Robert W. Lucas, which is part of the Business Skills Express Series. Length: 34 minutes
 The 21st century business world calls for 21st century leadership. Our business environment today is vastly different from what it used to be. It’s a world of change —change in ownership, in management, and in operations. Technological advancements and innovations come fast and furious, making some tasks easier, but stepping up the pace of the daily grind. The demands of this fast-paced, ever-changing environment require a leader who can change and keep pace, an out-of-the box thinker who is flexible and can respond to new circumstances. In this course, participants will examine the fundamentals for effective leadership in the 21st century. They will learn the concepts behind these fundamentals and how to apply them in leadership situations. Dynamic Leadership for the 21st Century focuses on important principles that leaders or emerging leaders can apply to become more effective: the differences between management and leadership; ethics; organizational vision; intentional culture; collaboration; leader interactions; and systems thinking. ...
 This is a provocative video program that examines the role that nonverbal messages play in our lives at work. We learn that ignoring nonverbal language can have costly consequences. As we see in the training program, it is especially troublesome when we send or receive mixed messages -- when the words say one thing and the facial expressions, tone of voice, and body language say something else. Confused messages greatly impair our ability to communicate effectively. They have an adverse impact on morale, performance and productivity. Fortunately, however, we can all improve our abilities in this area. Nonverbal language is something we cannot afford to ignore. It is a powerful and fascinating aspect of communication. This video offers concrete guidance in becoming more alert to this "silent language." Viewers will learn:
Program includes: A 20 minute DVD or video and leader's guide.
 Packaged Training Program: Integrated Curriculum Today's organizations are utilizing teams more and more to meet customer demands and stay competitive in a changing marketplace. Team members must understand their increasing roles in the team process and actively work to support each other to maximize effectiveness and meet organizational expectations. HighINVOLVEMENT Teamwork provides managers, supervisors, team leaders, and team members with the practical skills needed to be successful within their teams. In this comprehensive five-unit program, participants develop the fundamental interpersonal skills that are the foundation of high performance teamwork. Skill-Based Program Content Unit 1: Engage With Understanding
Unit 2: Share Constructive Feedback
Unit 3: Participate Actively In Meetings
Unit 4: Resolve For Consensus
Unit 5: Solve Team Problems
Facilitator Kit: The High Involvement Teamwork Kit; (HIT) Facilitator Kit includes materials listed below and must be purchased to order Participant Kits:
1 Participant Kit: Participant materials required to support the training program are available. Each High Involvement Teamwork Kit; (HIT) Participant Kit includes materials listed below:
Facilitator Start-Up Package: The Continuous Process Improvement (CPI) includes one Facilitator Kit and ten Participant Kits. Program Length: 3 Days/Flexible Training Options
 Three new simulations! Now there are six realistic adventure simulations in all! Set in America's most popular scenic wonder! Take participants on an unforgettable learning adventure! Set in the Grand Canyon, these stimulating group activities provide an adventurous backdrop for enthusiastic participant involvement and memorable skill building. Use Grand Canyon Adventures for active learning in:
More than the usual consensus-building activities Six related activities provide new training flexibility Inspiring DVD gets participants involved Stranded in Grand Canyon Incident at Elves Chasm: Action Plan Incident at Elves Chasm: Priority Setting Hiking Out of Lava Falls Up Deer Creek without a Boatman Overboard in the Roaring River Grand Canyon Complete Package Includes:
 The HRD Press DISCStyles assessment has been crafted specifically to assist organizations in understanding how behaviors impact the success of their employees—and how it all links to the bottom line. Based on theories originally developed by Dr. William Marston in the late 1920’s, and adapted for effortless facilitation and corporate buy-in, our DISCStyles assessments is a highly validated tool trusted by several Fortune 500 companies, the United States Military, and professional consultants worldwide. This easily administered 30-item assessment includes use of three interpersonal settings to maximize contextual authenticity (work, home, social). Each of the three standard interpretive graphs are plotted enabling a complete view of your preferred style, and since the DISCStyles assessment can be completed in only 10–15 minutes you gain valuable time for individual coaching sessions or group discussions. Product Benefits:
 The traditional role of the call center is a thing of the past. Being an effective “coach” is fast becoming the most valuable asset you can offer your employees, call center and organization. This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR’s to improve their skills and the level of service they provide. The book is organized into five parts that drill down to the supervisor’s role:
Within each section are learning points – 89 in all. Use these tips, exercises, multiple choice quizzes and other tools to become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible. In just minutes, you’ll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential. For example, you’ll learn how to build trust, recognize CSR’s, make yourself clear, give feedback, create synergy, become a role model, deal with upset CSR’s – and many more skills that will have a huge impact on your CSR’s and how satisfied customers are with the service your call center provides.
 Flex Style Negotiating is a 360-degree assessment-based performance improvement program for all professionals who rely on effective negotiation skills. It profiles participants' preferred negotiation styles and defines legitimate versus illegitimate behaviors. Flex Style Negotiating uses a situational model to explain the negotiation process. Participants are taught to diagnose negotiation situations and adapt their behavior to maximize the likelihood of a successful outcome. Not only does the program define the behaviors that make up the participant's style, it suggests alternative behaviors the negotiator can use in order to "flex their style" more readily and in more situations. Flex Style Negotiating includes two instruments, a strategic job aid, and a combination reproducible Participant's Workbook/Instructor's Manual. The instruments are the Behavioral Style Assessment/Self and the Behavioral Style Assessment/Other. The job aid is the Situational Strategy Selector. The Instructor's Manual explores topics such as personal approaches to conflict, different styles of negotiation, and advanced techniques for competition and collaboration. It contains experiential activities for exploring conflict and creativity, role plays for negotiation leadership and anger, and, overall, represents a solid game plan for developing flexible negotiation skills.
 In just 20 minutes participants can complete the INSIGHT Inventory and begin bridging communication gaps that are costing your company a fortune. Key Benefits
Key Features
Description INSIGHT Inventory has a fast paced approach in an uncomplicated format which can make it the centerpiece of a training program or easy to integrate into an existing curriculum. Easy to use, participants will see results quickly. INSIGHT moves quickly from developing a profile to applying the learning. INSIGHT allows participants to develop a profile and apply what they have learned. Consultants and trainers alike appreciate the INSIGHT Inventory's ease of use and skill building designed to produce results in a quality psychometric instrument. INSIGHT can be used for:
 Angry customers can take their toll on employees, to the point where it can be easy to lose perspective. In this updated version of the classic training video, a frustrated employee receives advice from his coworkers on how to better handle difficult customers. When a kind greeting and an ounce of respect aren’t enough, the techniques presented here can keep a situation from getting out of control. Rather than taking the matter personally, employees learn that they’re in a position to solve problems and possibly even make someone’s day a little bit brighter. Duration: 21 Minutes
 "Team Workout: 50 Interactive Activities provides a wealth of team activities that are both engaging and insightful. Be sure to add it to your list of favorite resources." Lorraine L. Ukens, Teaming With Success; author of All Together Now! and Energize Your Audience Two of the world's leading team building facilitators bring you their best icebreakers, assessments, games, and exercises in a user friendly format. Team Workout is for facilitators, team leaders, trainers, and managers who want all the necessary materials and a step-by-step protocol for fast and easy implementation of effective team development. It's all here, the goals, time required, room set-up, materials, and detailed instructions to ensure a no-fault experience. There are even debriefing questions to facilitate the transfer of learning back to the workplace. Selected Contents
 3-Ring Binder Use this practice-oriented workshop to teach team leaders and group facilitators the key skills for leading productive team meetings. This workshop contains everything you need to teach others how to facilitate; it comes complete with background material for the trainer and participants, and handouts for evaluation. The Resource Guide includes "how to's" on group leading and problem solving for new facilitators. It covers everything from agenda setting to selecting the right problem solving tools. Use it as a participant coursebook with the training program, as a self-study option, or for managers who need to understand more about the facilitator's role.
Fully Updated, Including:
Contents Include
 How often have you heard someone say, "I'd like to get rid of conflict in my life?" According to management consultant, author, and dynamic lecturer, Dr. Pat Heim, the day we're rid of conflict is the day we die. Conflict, like death and taxes, is something we can bank on throughout our lives. "But one of the great ironies about conflict," says Dr. Heim, "is that conflict is a central component for developing team cohesion in the workplace." The art of conflict management on the job and in all interpersonal relationships is the subject of Conflict: The Rules of Engagement. Dr. Heim takes viewers through proven strategies which neutralize some conflicts straight out, or simplify complex conflicts into manageable ones. The end result is a more productive and respectful organization. Joining THE POWER DEAD-EVEN RULE AND OTHER GENDER DIFFERENCES IN THE WORKPLACE, and INVISIBLE RULES: MEN, OMEN & TEAMS, CONFLICT: THE RULES OF ENGAGEMENT is the third program in the best-selling Pat Heim library Program length: 41 minutes
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