Topic A: Managing him/herself

Module #1.: What Managers Do
This course shows you how to improve your performance in key management areas such as planning, organizing, staffing, directing, and controlling of participants department.

 Module #2.: How to Manage Your Priorities
This course demonstrates how to take back control of your workload. You'll see what the common roadblocks are to completing tasks successfully and learn how to overcome them. Most importantly, learning to manage your workload is bound to improve your working relationships, lead to higher productivity, improve the quality of your work, and reduce stress.

Module #3.: Taking Control with Time Management
You can't stop the clock, but you can invest a few hours in this course and gain time management habits that will last a lifetime. First, you'll conduct a self-audit that uncovers problem areas and misjudgments about where your time goes. Then you'll set up a planning system that suits your style. Next comes an energetic plan of attack on external time wasters, such as endless meetings and mounting paperwork, as well as internal black holes like clutter and procrastination.

 Course Objective: Develop a system for managing time by using a self-audit, personal planner, and plan of action. Develop skills to use delegation in traditional work settings as well as team-based environments.

Topic B: Managing others

Module #4.: How to Plan and Conduct Productive Performance Appraisals
How to Plan and Conduct Productive Performance Appraisals shows you how to set realistic performance objectives...conduct effective appraisal interviews...give and receive feedback...analyze individual performance and write results-oriented job descriptions...identify employee training and development needs...involve employees in the appraisal process...and handle difficult performance appraisals.

Course Objective: Learn to motivate employees by setting realistic performance objectives, conducting effective appraisal interviews, and identifying training and development needs to improve performance.

Module #5.: Successful Interviewing: Techniques for Hiring, Coaching, and Performance

Management Meetings
Here is the course that can turn non-interviewers into good interviewers-and good interviewers into great interviewers. Whether you're a general manager or human resources specialist, the fact is that you do some interviewing (formally or informally) virtually every day. This course will help you sharpen such skills as open-ended questioning, active listening, and reading body language-all essential in a variety of management situations. You'll learn to apply these techniques to 12 types of business interviews, from hiring and coaching to assessment and termination. You'll even gain practice in dealing with interviewees who are nervous, aggressive, overly talkative, evasive, or otherwise challenging". Which questions can and can't I ask? How should I document an interview?" Because such concerns can trip up even the most experienced business interviewer, you'll find clear guidance on key legal issues and specific do's and don'ts dictated by current legislation. Managers will also appreciate the wealth of real-life dialogs that highlight this broad-based and highly useful course.

Course Objective: Develop skills needed to conduct 12 different types of business interviews and ensure legal compliance.

Topic C: Managing Business

Module #6: Managing and Achieving Organizational Goals
This course is a hands-on guide to both setting and re-defining goals, as well as a nuts-and-bolts planning resource for achieving those goals.

Course Objective: Learn to set and achieve department or work unit goals that drive the organizational mission.

Module #7: How to Lead a Business Process Improvement Effort
This intensely practical self-study course shows you what business process improvement is and what it isn't, why it's needed, what the benefits and pitfalls are, and how it differs from other performance improvement efforts. It's the essential business process improvement guide for executives, managers, and supervisors.

Course Objective: Utilize a framework for initiating and managing process improvement. Analyze business processes with the goal of redesign for improvement.

Module #8: Total Quality Management
Total Quality Management is a guided tour along the road to total quality. It reviews the history of quality and examines the wide variety of philosophies, concepts, and techniques for managing, controlling and improving, quality. Finally, it takes you step-by-step through the implementation process.

Course Objective: Understand total quality concept and techniques for managing, controlling, and improving quality. Gain the information and skills needed to implement total quality practices.

Module #9: Successful Project Management
Now you can master the skills and techniques you need to bring projects in on schedule, and under budget-with Successful Project Management. No matter how complex or extensive your project, you'll understand how to exercise the strict planning, tracking, monitoring, and control techniques needed to stay on top of every project.

Course Objective: Develop skills to manage projects using planning, tracking, monitoring, and control techniques.

Topic D: Managing Customers

Module #10: Customer Satisfaction
Managing the Customer Satisfaction Process presents an organized, systematic method of identifying, measuring, managing, and monitoring customer requirements and satisfaction to improve profits and beat the competition. It equips you with the tools you need to carry out the improvement process in your company.

Course Objective: Learn methods for identifying, measuring, and managing customers' needs to improve satisfaction and profitability.