In an increasingly diverse society, it is sometimes confusing to distinguish between language and behaviors that are appropriate and those which may be offensive to others.  These judgments are complex and often lie in gray areas determined by variable social contexts.  In this seminar, participants will learn to use tools that will help them to navigate effectively the differences they encounter in their work environments.

At the conclusion of the course, participants should be able to:

1) Describe the variety of differences among people that may impede or facilitate effective communication and professional interaction.
2) Use the continuum of cultural competence to assess the appropriateness of language and behavior.
3) Identify the set of values and skills that enable one to navigate effectively the cultural expectations of a particular environment, specific to your work.

INSTRUCTOR:

Kikanza Nuri, Consultant, The Robins Group, Beverly Hills, CA, USA

Kikanza Nuri , MDiv, EdD, has served individuals and organizations for over twenty-five years, whose bottom line includes the quality of their service and compassion for the communities they serve. Kikanza facilitates groups as they wrestle with and reconcile their conflicts, coaches’ managers as they make the internal shift to become leaders, serves as a change agent for people and organizations that seek to transform themselves from the inside out, and mentors institutions that are adjusting their systems and structures to improve their effectiveness.

At the conclusion of the course, participants should be able to:

1) Identify the seven steps in conducting an organized interview.
2) Distinguish between behavioral, opinion and hypothetical interview questions.
3) Recognize legal versus illegal interview questions.
4) Identify the four basic question types.

INSTRUCTOR:

Nancy Duling, President, Nancy Duling Consulting, Los Angeles, CA, USA

Nancy is an independent training professional with over 20 years experience in the training and development field. Since becoming a training professional, Nancy has delivered training programs to over 7,000 people from non-exempt staff to senior executives throughout the United States and Jamaica. Her workshops are attended by as few as 6 participants to over 100. Nancy’s partial client list includes Bank of America, the Los Angeles Police Department, 24 Hour Fitness and the Jamaica Institute of Banking. Nancy has trained on topics such as Time Management, Performance Management, Social Style Awareness, Sexual Harassment Avoidance, Behavioral Interviewing, Presentation and Facilitation Skills, Communication Skills and Leadership. Known for her upbeat, hands-on approach and easy-going style, Nancy has built her consulting practice primarily on referrals and repeat business.

At the conclusion of the course, participants should be able to:

1) Define SMART performance criteria.
2) State the difference between a standard and a goal.
3) Identify the five steps in communicating expectations.

INSTRUCTOR:

Nancy Duling, President, Nancy Duling Consulting, Los Angeles, CA, USA

Nancy is an independent training professional with over 20 years experience in the training and development field. Since becoming a training professional, Nancy has delivered training programs to over 7,000 people from non-exempt staff to senior executives throughout the United States and Jamaica. Her workshops are attended by as few as 6 participants to over 100. Nancy’s partial client list includes Bank of America, the Los Angeles Police Department, 24 Hour Fitness and the Jamaica Institute of Banking. Nancy has trained on topics such as Time Management, Performance Management, Social Style Awareness, Sexual Harassment Avoidance, Behavioral Interviewing, Presentation and Facilitation Skills, Communication Skills and Leadership. Known for her upbeat, hands-on approach and easy-going style, Nancy has built her consulting practice primarily on referrals and repeat business.

One of the greatest contributions a manager can make to an organization is helping their employees accomplish critical work goals. Effective managers understand that ongoing feedback is necessary in keeping employees on track to meet those goals. Learning to provide constructive feedback when an employee's performance is off-track is a core leadership skill. This seminar provides managers with a model for delivering feedback that motivates the employee and maintains relationships.

At the conclusion of the course, participants should be able to:

1) Distinguish between coaching, counseling and feedback.
2) Explain the consequences when feedback is withheld.
3) Identify the six steps in delivering constructive feedback.

INSTRUCTOR:

Nancy Duling, President, Nancy Duling Consulting, Los Angeles, CA, USA

Nancy is an independent training professional with over 20 years experience in the training and development field. Since becoming a training professional, Nancy has delivered training programs to over 7,000 people from non-exempt staff to senior executives throughout the United States and Jamaica. Her workshops are attended by as few as 6 participants to over 100. Nancy’s partial client list includes Bank of America, the Los Angeles Police Department, 24 Hour Fitness and the Jamaica Institute of Banking. Nancy has trained on topics such as Time Management, Performance Management, Social Style Awareness, Sexual Harassment Avoidance, Behavioral Interviewing, Presentation and Facilitation Skills, Communication Skills and Leadership. Known for her upbeat, hands-on approach and easy-going style, Nancy has built her consulting practice primarily on referrals and repeat business.

Recognition is one of the most powerful tools managers have and it costs close to nothing but a sincere attention to people. So what keeps managers from recognizing their employees as often as they should? This seminar looks into the effects of recognizing good performance and the benefits of developing your employees. Managers will be given a model for delivering recognition, a model for conducting a development session, and identify ways that recognition can be used as tools to enhance personal and organizational effectiveness.

At the conclusion of the course, participants should be able to:

1) Describe the impact recognition has on employees, managers and organizations.
2) Identify the four steps in delivering recognition.
3) Identify cues for when to offer a new work assignment.
4) Identify the five steps in offering a new work assignment.

INSTRUCTOR:

Nancy Duling, President, Nancy Duling Consulting, Los Angeles, CA, USA

Nancy is an independent training professional with over 20 years experience in the training and development field. Since becoming a training professional, Nancy has delivered training programs to over 7,000 people from non-exempt staff to senior executives throughout the United States and Jamaica.  Her workshops are attended by as few as 6 participants to over 100.  Nancy’s partial client list includes Bank of America, the Los Angeles Police Department, 24 Hour Fitness and the Jamaica Institute of Banking. Nancy has trained on topics such as Time Management, Performance Management, Social Style Awareness, Sexual Harassment Avoidance, Behavioral Interviewing, Presentation and Facilitation Skills, Communication Skills and Leadership.  Known for her upbeat, hands-on approach and easy-going style, Nancy has built her consulting practice primarily on referrals and repeat business.

Most people want to succeed at work. When unacceptable performance occurs, an open and frank discussion of the issues can help to turn the poor performance around. However, confronting employees on these types of issues is difficult for most managers. When managers ignore these situations, usually they don't go away...they get worse. During this seminar, managers will be given tips and tools on how to constructively deal with unacceptable performance in order to achieve the best possible outcome.

At the conclusion of the course, participants should be able to:

1) Distinguish between behaviors that are once-is-too-much versus behaviors that just keep getting worse.
2) Identify the difference between feedback and corrective action.
3) Identify the six steps in the corrective action discussion.
4) Develop strategies in dealing with employee push-backs.

INSTRUCTOR:

Nancy Duling, President, Nancy Duling Consulting, Los Angeles, CA, USA

Nancy is an independent training professional with over 20 years experience in the training and development field. Since becoming a training professional, Nancy has delivered training programs to over 7,000 people from non-exempt staff to senior executives throughout the United States and Jamaica. Her workshops are attended by as few as 6 participants to over 100. Nancy’s partial client list includes Bank of America, the Los Angeles Police Department, 24 Hour Fitness and the Jamaica Institute of Banking. Nancy has trained on topics such as Time Management, Performance Management, Social Style Awareness, Sexual Harassment Avoidance, Behavioral Interviewing, Presentation and Facilitation Skills, Communication Skills and Leadership. Known for her upbeat, hands-on approach and easy-going style, Nancy has built her consulting practice primarily on referrals and repeat business.