Human Resources Programmes

Anger Management

Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You don't have to be a psychologist to know that managing anger productively is something few individuals, organizations, and societies do well. Yet research tells us that those who do manage their anger at work are much more successful than those who don't. The co-worker who can productively confront his team-mate about his negative attitude increases his team's chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This workshop is to help give you and your organization that edge.

Change Management: Change and How to Deal with It

Managers traditionally have had the task of contributing to the effectiveness of their organization while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior management. Managers who have an understanding of the dynamics of change are better equipped to analyze the factors at play in their own particular circumstances, and to adopt practical strategies to deal with resistance. This one-day workshop will help you deal with change and will give you strategies to bring back to your employees.

Conducting Effective Performance Reviews

Performance reviews are an essential component of employee development. Someone once said, If you always do what you’ve always done, you’ll always get what you’ve always got. And, remember what the German philosopher Goethe said: Treat people as if they were what they ought to be and you help them become what they are capable of being. Setting goals and objectives to aim for will give supervisors and employees a unified focus and targets to aim for. Supervisors must also learn how to give feedback, both positive and negative, on a regular and timely basis so that employees can grow and develop. Performance appraisals involve all these activities.

Conflict Resolution: Getting Along in the Workplace

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict. Since you can't prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. In many industries, the amount of time spent on conflict management is surprisingly high. A study by the American Management Association says that managers spend at least 24% of their time on managing conflict. Hospital administrators, school administrators, mayors, and city managers spend even more time on this problem area. There are no magical phrases or simple procedures for managing conflict. However, there are several strategies for coping with conflict. Knowing when and how to use these techniques can make you a more effective leader.

Customer Service Training: Managing Customer Service

The need for leading, promoting, and enhancing a customer focused culture, are essential within every organization. Leading, creating, and enhancing a customer focused culture are essential within government departments. This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As we discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energizing time" to build and expand from where you are now.

Employee Dispute Resolution: Mediation through Peer Review

Have you ever been in a workplace situation where a supervisor has made a decision that you don't agree with? Did you wish that you could ask someone else what they thought of the decision; whether they would have done the same thing? The Peer Review process offers employees just that chance, using a formalized procedure.

Hiring Smart: Behavioural Interviewing Techniques

Behaviour Interviewing is a very reliable and valid candidate selection technique based on the work of Tom Janz, of the University of Calgary. While we all may say that past behaviour is the best indicator of future behaviour, we don't act as if we believe this when we are interviewing candidates often because we aren't certain how to ask questions that will tell us about past performance. This two day workshop concentrates on the pre-interview preparation, developing questions and their value, the interview techniques that get specific, behaviour-based examples of past performance, and the strategies that follow through on this process.

Orientation Handbook: Getting Employees off to a Good Start

An effective human resource professional knows that managing employee performance is more than conducting performance reviews or disciplining staff. Performance management begins with an orientation to the organization and the job, and continues on a daily basis as employees are trained and coached. A thoughtful new employee orientation program, coupled with an employee handbook that communicates workplace policies, can reduce turnover and save your organization thousands of dollars. Whether your company has two employees or a thousand employees, don't leave employee retention to chance. This two-day workshop will show you how to give them what they need to feel welcome, know why they were hired, and know how to do the job.

Performance Management: Managing Employee Performance

This three-day course is for supervisors who wish to better understand themselves and others through completing and interpreting personality typing, to develop their problem solving and decision making skills, and to explore performance management issues.

Problem Solving and Decision Making

If you are tired of applying dead-end solutions to recurring problems in your company, this two-day workshop should help you reconstruct your efforts and learn new ways to approach problem-solving, and develop practical ways to solve some of your most pressing problems and reach win-win decisions.

Stress Management

This one-day workshop will explore the harmful long-term effects of stress on our mental and physical health and provide suggestions for managing our individual stresses more effectively.  Strategies may include changes in lifestyle, stress management techniques such as relaxation and exercise, and the use of music or humour as coping strategies.

Learning Objectives:

·          Recognize that stress is a positive, unavoidable part of everybody's life.

·          Identify the symptoms of chronic stress overload.

·          Identify how lifestyle choices can contribute to stress and how we can work toward making different choices.

·          Develop some techniques to help manage stress right now

·          Begin planning long-term protection against the cumulative affects of stress.

Building Better Teams

Teams have become a principal building block of the strategy of successful organizations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the central methodology of most organizations in the private, non-profit, and government sectors. With teams at the core of corporate strategy, your success as an organization can often depend on how well you and other team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to do its best? Do you work well together?