Manager's Academy
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COMING IN 2011!
AGTS Manager's Academy Module Descriptions
In this foundational overview, you’ll be introduced to key concepts and best practices that are associated with managerial success. You’ll also have an opportunity to assess your strengths as a manager as well as identify areas for development.
Learning Outcomes:
By the end of this program, you will be able to:
List key management competencies.
Explain the difference between supervision, management, and leadership.
Discuss challenges in making the transition from supervisor to manager.
Describe what is meant by organizational politics and why developing related competencies is critical to your career success.
Outline the change process and the manager’s role in facilitating a successful change initiative.
Develop a managerial skill-building action plan.
Creating a Customer Service Climate
Quality customer service is no longer “nice to have,” it is critical to individual and organizational success. In this half-day session you will learn the basics of customer service and the manager’s role in ensuring customer service excellence.
Learning Outcomes:
By the end of this program you will be able to:
Outline the key elements of customer service.
Explain why quality customer service is critical to your personal success.
Demonstrate the customer and stakeholder mapping technique.
Describe what is meant by customer service climate and how it is measured.
Explain the manager’s role in fostering a climate of customer service excellence.
Demonstrate the service mapping process.
List communication techniques related to quality customer service.
List techniques for obtaining customer input.
Develop an action plan for assessing and improving customer service in your department or unit.
The EQ Leader
Emotional Intelligence (EQ) is the make-or-break factor in managerial success. The greater one's self-awareness, self-control, and ability to relate well with others, the greater one's effectiveness. “No doubt emotional intelligence is more rare than book smarts, but my experience says it is actually more important in the making of a leader.” - Jack Welch
In this full-day program designed by Six Seconds, the world’s leading EQ research and training organization, you'll learn how to inspire commitment and higher performance by (1) becoming more aware of your own emotions; (2) better managing your own feelings, thoughts and actions; and (3) connecting more effectively with your work team.
Learning Outcomes:
By the end of this program, you will be able to:
Explain how emotions are assets rather than liabilities for workplace leaders.
Discuss the relationships among emotions, thoughts, and actions.
Increase your ability to recognize your own and others’ emotions and emotional patterns.
Increase your ability to manage your own emotions for more effective leadership.
Explain the relationship between optimism and your ability to be an inspirational manager.
Discuss the value of empathy and how empathy relates to authentic appreciation in the workplace.
Define your own “noble goal” and discuss the value of leading from purpose.
The Positive Use of Power and Influence
An understanding of the dynamics of power and influence in organizations is essential to managerial survival and advancement.
Learning Outcomes:
By the end of this program, you will be able to:
Define power.
Describe power in organizations.
List the natural bases of power.
Identify the various types of power.
Contrast power vs. authority.
Define influence.
Name the various styles of influence.
Describe how it is possible to combine power and influence in positive ways.
Discuss power and influence from a service perspective.
Everyone must have some ability to negotiate effectively with others in order to establish goals, set priorities, work out conflict, and/or make agreements with customers or clients. Without an awareness of the negotiating process, it is easy to be manipulated or sidetracked by a hard negotiator and lose sight of important goals and objectives.
Learning Outcomes:
By the end of this program, you will be able to:
Describe different negotiating strategies and identify the advantages and disadvantages of each.
Identify negotiation steps and how to apply them.
Manage emotions—yours and others'.
Recognize negative and manipulative negotiation strategies and know how to counter them.
Describe skills to learn others' needs in order to find ways to come to agreement.
Identify BATNA (Best Alternative to No Agreement).
Explain when "walking away" is your best option because negotiation is impossible.
Ethics and Ethical Decision Making
This practical, skill-based module will teach you how to apply steps in preventing and/or correcting ethical violations.
Learning Outcomes:
By the end of this program, you will be able to:
Define ethics.
Explain what is meant by ethical choice.
Discuss how values are sometimes used to justify unethical behavior.
Outline several models for ethical decision making.
Consider various options open to you in a particular case and select an ethical course.
Implement an ethical course ("ethics is just a word without action").
List several examples of what organizations can do to encourage ethical behavior.
Give examples of organizational codes, guidelines, and principles used by several well-known organizations.
Managers are being called upon more often than ever before to speak in front of groups. Audiences run the gamut from work and management teams to boards, commissions, councils, and associations.
Learning Outcomes:
By the end of this program, you will be able to:
Plan and organize a presentation’s content so it can be delivered in the most effective manner.
Use techniques to open and close a presentation that engage the audience and create enthusiasm about the topic.
Identify visual tools that maximize the message.
Develop strategies for a more effective speaking style.
Develop action items to improve your next presentation.
Leading Projects and Project Teams – An Introduction
In this session, you will learn and capitalize on the basic concepts used by successful project managers everywhere. You will gain a general understanding of the project life cycle, project management tools, and key communication techniques for keeping projects on track.
Learning Outcomes:
By the end of this program, you will be able to:
Explain the basic principles of project management.
List and explain common tools used in project management.
Describe the role of the project manager.
Explain the importance of ongoing and effective communication in successful project management.
To be truly effective in today’s workplace of continual change, managers must learn to anticipate future challenges as well as execute practical plans to meet multiple challenges. Through a variety of simulations participants discover their capabilities as strategic thinkers, gain an understanding of the key components of strategic thinking, and apply practical planning tools.
Learning Outcomes:
By the end of this program, you will be able to:
Understand and explain the critical concepts of "anticipating the future."
Discover and build on your natural preferences for planning and decision making.
Practice thinking strategically by identifying strategic issues and scenario planning.
Develop an action plan with timetables and milestones.
Explain and use a communication plan to develop a consistent message about strategic decisions.