The Holland Resource Building Your Network Workshop aims to demystify the "art of networking." After all, networking is just another way of interacting with people, but somehow once you attach an agenda to it, it becomes a dirty word. Develop a better understanding of the importance of community support in achieving your goals in this workshop. Participants will learn about using their individual style to communicate with people and how to put themselves and others at ease. Develop specific goals and outcomes for measuring the support you give and receive from your community. We will give you a variety of tools and techniques to help get the best out of yourself and others at any type of gathering. Please
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Building Teams
Like it or not, teams are here to stay. An effective team, more often than not, produces first-rate results. High-performing teams exhibit accountability, purpose, cohesiveness, and collaboration. How do you turn a dysfunctional group into a productive team? Can you make a good team better? Find out the answers to both of these questions during a full schedule of active team building training.
In this workshop, we discuss the following topics:
I. Why the Emphasis on Teams?
Everyone in an organization plays an important role in its overall performance. To solve complex problems and sustain a competitive edge in a rapidly changing marketplace requires a broad mix of skills. A team of individuals with highly specialized knowledge and diverse skills will provide you with greater mind power and more innovation.
II. Creating Winning Teams
Creating a winning team begins with creating a culture in which people are encouraged to challenge, to question, to try, and to innovate. Participate in an interactive discussion of what makes a successful team and where teams are falling short.
III. Team Competency?
Competency is important when creating highly effective teams. There must be clear expectations of a team goal or task. Each team member must assume personal responsibility for success.
IV. Team Leadership
Teams are groups of individuals who have come together from different backgrounds to become a productive working unit that is results-oriented. It is the responsibility of the leader to weld them together into a productive team. Leaders need to know how to adjust personal and group factors in order to achieve teamwork and to achieve individual, group, and organizational goals.
V. Supporting Successful Teams
The success of teams and team building throughout the organization will be affected by the support (or lack thereof) of senior management and the leaders throughout the organization.
VI. Developing Trust
Trust is essential to teamwork. Outstanding performance and winning teams build on trust and competencies that produce results. When people fail to work well together, it is often because there is no trust.
VII. When are Teams Appropriate?
Teams can thrive and make significant contributions to an organization if they feel their efforts are recognized and their ideas and recommendations are seriously considered and implemented where appropriate and feasible.
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Building TEAMS / Collaborating for Results
In a workplace of low trust, people's hidden agendas or motivations result in and ultimately hinder getting work done. Guarded communication, speculation, and disengagement fuel frustration and slow productivity. But when there is a sense of community in the workplace, communication improves and productivity accelerates as attention is redirected toward team objectives.
Develop an understanding of the value of teams as an organizational strategy and a management tool. Learn the art of team building and develop the knowledge and confidence necessary for you to utilize collaboration as a tool for innovation and change. This workshop will teach and motivate your workforce to become a team in the full sense of the word, while demonstrating how to create a lasting culture of cooperation that results in increased productivity and collaboration. Discover, develop, and foster the spark that unites a group around a common cause and shows people the real success in working together.
Building Teams
Workshop
Decision Making
As a leader, one of your responsibilities is to make decisions. Sometimes you decide correctly, but you always decide. Why is it that some people find it easy to solve tough problems with simple solutions while others find this feat nearly impossible? Each of us has some finite limit to our physical, emotional, and intellectual abilities, but rarely do we approach that limit. Much of our ability is lying dormant. Most of us evaluate the limits of our abilities without truly testing them. Develop the tools and self-confidence you need to make effective decisions!
In this workshop, we discuss the following topics:
I. Self-Confidence
Explore the importance of self-confidence, and the impact it has on decision making. Learn common confidence inhibitors that interfere with your ability to make confident decisions
II. Overcoming Fear
The first step in overcoming fear is understanding what it is and why we feel it. Fear is thinking about what you don't want to happen. It is focusing on the negative. Learn how to confront, understand, and deal with your fears, so you can conquer them.
III. Principles of Decision Making
There are several critical elements that influence the effectiveness of decisions. Discover the impact courage, emotions, timing, and staff involvement has on decision making, and how to make it work for you.
IV. Problem Solving and Decision Making Tools
Participants will learn a seven-step model for decision making applicable for any business decision.
V. Where You Are Now
Practice your decision making skills through interactive case studies tackling real world business situations.
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Confidence and Decision Making
Decision making is an important and essential skill in the business tool kit of professionals in the 21st century. However, there are many obstacles that stand in the way of effective decision making. Train your employees to understand and overcome classic mistakes and common barriers to decision making through the Holland Resource Confidence and Decision Making Workshop.
This cutting edge workshop will equip your employees with the skills to make good decisions. The Holland Resource Confidence and Decision Making Workshop focuses on the thinking and behavioral skills that are necessary to conduct a strong decision making model in the business world. The interactive approach to our workshop will stimulate discussion about the ramifications of making decisions in an organization, and the role logic and emotions play in the decision making process.
Decision Making
Customer Satisfaction - Email Etiquette
A recent study showed that 60-70% of businesses do not offer any sort of E-mail Etiquette Training. In business, on or off-line, impressions are everything. Off-line you notice what people wear, how they present themselves, etc. The very same applies online. As an example, if you e-mail one-liners, do not spell check, or do not use proper grammar, how do you think that reflects on you and your business? Not good.
Email Etiquette is simply a set of basic skills, considerations, and courtesies every business, business owner, and employee needs to be aware of and practice to ensure their business thrives both off and online.
In this workshop, we discuss the following topics:
I. The Organization of an E-mail
In today's information overload world, it is vital to communicate, clearly, concisely and effectively. People don't have time to read book-length emails, and they don't have patience to scour badly constructed emails for buried points. Learn the different elements of an email message and use them to craft a professional email message tailored to your audience.
II. Seven Essential Practices for Email
Learn effective principles to make your emails effective. Topics discussed include considering your audience, responding promptly, communicating clearly, and more.
III. Following E-mail Etiquette
Even if it's an email message, electronic business writing must still adhere to the same standards established for hardcopy writing. Review common e-mail faux pas, and how to avoid committing such errors.
IV. Last Things - Editing and Using a Spell Checker Program
Fast is fine, but an email must still be re-read and revised before it is sent. Learn how to evaluate your e-mail's content and organization to achieve a professional appearance. Participants will learn that features such as spelling and grammar checks are great tools, but they are not 100% foolproof. Learn basic proofreading and editing techniques to use with email messages so that errors can be corrected before it is too late.
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Customer Satisfaction - Telephone Etiquette
The telephone is a critical customer service touch-point for many companies. It is the customer service skill of the live individual on the telephone that makes the greatest positive difference to an organization. Help your staff make a winning first impression and maintain positive relationships. Instill in them the fundamental skills of excellent telephone courtesy including etiquette, call control, positive language skills and listening.
In this workshop, we discuss the following topics:
I. Customer Wants and Needs
Participate in an interactive exercise to discover the needs and wants of your customers.
II. Common Customer Complaints
Customers expect things to go right. A serious problem on your part can easily cost you a customer or several customers. Discover common words and phrases that irritate customers.
III. First Impression
When you answer the phone you become the representative of your organization. Learn the many components that make a first-class impression.
IV. How Do You Sound?
Communicating through a telephone is very difficult. Without seeing visual cues or expressions it becomes very difficult to interpret one's mood or feeling. As a result, the tone and sound of your voice is very important. Participate in an activity in which you analyze the tone of your voice.
V. Set a Tone and Control the Call in a Way That Will Delight Your Customers!
Learn the tools to set the tone and control the call including the greeting, providing spoken feedback, avoiding mouth noises, and regaining control of the conversation.
VI. Manage the Call and Solve the Problem!
Ask callers to hold, transferring calls, and taking messages are essential skills. Learn the proper etiquette to ensure you handle these situations properly. Be prepared.
VII. Handling Difficult Customers
Learn to deal with an upset, angry, dissatisfied, misinformed, or demanding customer. Learn the causes that result in customers becoming upset.
VIII. The Importance of Listening
Learn how to hear what is not said and confirm what was heard through effective communication and listening skills.
IX. Telephone Image
Engage in a final activity to review all material learned in the workshop. Ensure you are ready to deliver exceptional telephone customer service.
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Customer Satisfaction for Managers
A customer service team is only as good as its manager. When leadership at the top fails, the team usually follows. Develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a management perspective. Learn the skills, knowledge, and attitudes that help managers develop the desired behaviors in individuals.
In this workshop, we discuss the following topics:
I. Develop a Customer Service Culture to WOW Your Customers
Management's role is to model essential practices that are exemplary for the front line staff. Your managers will master the following essential practices: generating a spirit of service, leading by example, developing your people, building trust, and focusing the organization on customer needs.
II. Develop, Motivate, and Manage Your Staff to Exceed Expectations
Empower your staff to care for your customers' needs. Discover the skills for developing others, helping them expand their capabilities so they will have the confidence to take on new challenges and work independently.
III. Managing Feedback and Communication!
Organizations renown for customer service excellence take feedback from customers and front line staff seriously! Your managers will master the skills to manage feedback and communication thus improving your service and your business.
IV. Measure Your Performance to Reward Success
Do you know what is most important to your customers about your service? Are you measuring it? Your managers will master a simple yet comprehensive approach to measuring service that will excite people.
V. Recognizing Excellence!
Staff recognition is often the first to falter when the going gets rough. Many times managers don't have the skills or the time to recognize others. Your managers will master the skills of recognition, both formal and informal, and create strategies to build excellence into performance.
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Customer Satisfaction for Employees
Unsatisfied customers are bad news for any company, and it only takes one of them to shatter a good day at work for everyone. It only takes one of them to steer many more prospective customers away from you.
Customer service is essential in any realm of business. There are specific actions every employee can take to enhance the service experience. Learn what exceptional customer service is, how to project a customer-friendly image, and more.
In this workshop, we discuss the following topics:
I. What is Customer Service?
Develop an understanding of customer service and how it applies to your organization. Learn how to exceed customers' expectations.
II. How Much Do You Know?
Knowledge goes a long way toward the delivery of exceptional customer service. Success in customer satisfaction comes with your knowledge and ability to answer the customer's questions
III. Attitude of Excellent Service
It's not enough to simply train your employees in customer service. It must be ingrained in your culture. Learn how to establish rapport and interact positively with customers.
IV. What Do Your Customers Really Want?
Your job is representing your organization to the customer in the most positive, concerned, and appreciative way. Delivery of a product or service alone will not guarantee repeat business. Learn how to identify and diagnose your customers' needs.
V. Take Action
Learn to take control of customer complaints and turn them to an advantage. Discover effective techniques to offering positive solutions to customer complaints.
VI. Confirming Satisfaction
After you've resolved the challenge, it is important to give the customer the details of what you've done for them. Be certain they are satisfied with those results before moving on to another customer. Learn effective ways to confirm satisfaction and a repeat customer.
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Customer Satisfaction
"I didn't get what I ordered." "The representative was rude." "The delivery was promised last week, and I still don't have it!" These comments can become commonplace; however, customer complaints are valuable. Studies show that customers whose complaints have been resolved will bring in more revenue than they ever cost. A satisfied customer returns, buys, and refers additional new customers.
A study by the Technical Assistance Research Programs Institute identified two findings regarding customer complaints:
The average customer with an unsettled complaint will tell nine to ten people about the experience.
Up to 70 percent of dissatisfied customers will return to your business if the complaint is resolved, and up to 95 percent if the complaint is resolved quickly.
With this in mind there is a great need to train your staff in customer service. The Holland Resource Customer Satisfaction Workshop series allows your staff to develop an understanding of the role everyone plans in achieving a reputation for exceptional customer service and identify how to be an excellent service provider. Identify techniques for maintaining a competitive advantage through providing exceptional Customer Service.
Employees
Managers
Telephone
Etiquette
E-mail
Etiquette
Dealing with Negative Behavior
Do you have an employee who is frequently disgruntled with their job duties, with the organization, or with management? In an ideal world, difficult behaviors have no place at work. However, in reality, dealing with difficult people is something many people face as part of their everyday work life. The stress of handling difficult people and difficult situations can create a lack of productivity, poor attitude, and reluctance to come to work.
In the Holland Resource Dealing With Negative Behavior Workshop, we examine causes and solutions for managing negative behavior. Through hands-on activities and practice exercises, participants learn how to better deal with all sorts of difficult situations: from complainers and time stealers, to interrupters and gossips, this course provides the tools for dealing with all types of work behavior problems. This session will increase your understanding of dealing with negative behavior and creating a problem-solving environment.
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Common Performance Appraisal Mistakes
The performance appraisal can be a powerful management tool for strengthening morale and improving overall job performance. Well-executed performance appraisals create productive workplaces and a positive environment for everyone.
Many obstacles hinder achieving the highest level of success. Prevent this from happening to you. Train your staff in the common problems associated with performance appraisals. Understanding and being aware of potential pitfalls will allow you to recognize and avoid them.
In this workshop, we discuss the following topics:
I. Introduction to Performance Appraisals
We provide a quick overview to refresh participants of performance appraisals.
II. Problem: Poor Communication
Poor communication significantly lessens the effectiveness of a performance appraisal. When employees and supervisors do not clearly communicate goals and expectations, they do not have a mutual understanding of what is expected. Developing effective communication skills will significantly enhance the productivity and performance of employees.
III. Problem: Performance Appraisal Factors and Job Description Are Not Aligned
Often the performance appraisal factors do not match the job duties outlined in the employee job description. As a result, the employee does not clearly understand performance expectations and performance evaluationcriteria. Additionally, management does not have clear criteria to evaluate subordinates.
IV. Problem: No Clear Goals
Establishing goals up front and then writing them down helps take the guesswork out of the appraisal process.Without goals there is no clear target in which to aim or to compare performance/ know if you are on the right track. A clear goal orientation is the hallmark of all high achieving and successful individuals.
V. Problem: Biases
Biases can skew your evaluations and hinder the effectiveness. Some examples of biases include halo effect, question inconsistency, average central tendency, negative emphasis, contrast, and many more. Learn the tools to overcome biases to develop more accurate performance evaluations.
VI. Problem: No Follow-Up
Without follow-up the annual appraisal discussion will have little impact on overall performance. We will discuss effective follow-up methods including frequent communication and feedback, written records, and interim reviews. These methods will allow you to continue to improve performance until the next performance review.
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Conducting Performance Appraisals
The performance appraisal can be a powerful management tool for strengthening morale and improving overall job performance. Well-executed performance appraisals create productive workplaces and a positive environment for everyone.
Discuss guidelines for evaluating employee performance and conducting an effective performance appraisal meeting, along with tips for making appraisals a useful component of a well-functioning office.
In this workshop, we discuss the following topics:
I. Define Your Organization's Performance Appraisal System
Review your organization's performance appraisal procedure. Understand the importance of planning, preparing, and structuring the performance appraisal.
II. Complete These Important Activities Before the Performance Appraisal Interview
It is important to plan for the performance appraisal meeting well in advance to provide you sufficient time to gather your notes and other information regarding the employee's achievements, assemble important back-up data, and adequately complete the appraisal form.
III. Key Elements of a Successful Performance Appraisal Interview
Learn essential elements of a successful performance appraisal meeting including: the importance of conducting the meeting in a private setting, reviewing standards, providing effective feedback, communicating desired outcomes, and setting performance objectives for the following appraisal period.
IV. Without Follow-Up, Performance Appraisals Become Useless
Follow-up tools are the essential aspect in maintaining performance. The evaluation and coaching process must be continuous. The periodic formal meeting is essentially a summary and re-statement of pervious conversations. You must provide feedback and coaching on significant performance events, positive or negative, as soon as possible after the event. If you wait until the annual formal session, your objectives will not be met.
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Performance Appraisal Types
The performance appraisal can be a powerful management tool for strengthening morale and improving overall job performance. Well-executed performance appraisals create productive workplaces and a positive environment for everyone.
There are many options available to evaluate your staff. How do you select the one that best fits with your organization? Learn the different approaches to evaluating your employees including different evaluators and performance types. Discover the most suitable approach for your company.
In this workshop, we discuss the following topics:
I. The Importance and Purpose of Performance Appraisals
Successful leaders regularly evaluate the performance of their organization. Learn the benefits and uses of performance appraisals for your employees and organization.
II. Utilize the Most Effective Approach for Your Organization to Evaluate Your Staff
We are evaluated from several sources including, self, peers, subordinates, supervisors, or customers. Ensure you select the right evaluator or combination of evaluators for an effective evaluation of your staff.
III. Three Types of Performance Appraisals
There are many options available when selecting a performance appraisal system for your organization including a comparative approach, standard based approach, or results oriented review. Ensure you select or are using the best performance appraisal approach to fit your organization's needs.
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Developing Peak Performers
Retain your most valuable asset through effective performance management programs. A well-designed system will ensure employee and organizational goals are consistently being met in an effective and efficient manner. A key component of performance management is performance appraisals. Appraisals can help in assessing your staff and offer constructive feedback as well as praise for good work. Additionally, it offers the opportunity to further clarify the objectives of the company and the employees.
At the end of the day, a well-planned and executed performance management program can have a powerful motivational impact on your staff. The Holland Resource Performance Management Workshop series will allow you to develop a better understanding of the performance management and appraisal programs, and the advantages and opportunities inherent in the process.
Performance
Management
Overview
Performance
Appraisal
Types
Conducting
Performance
Appraisals
Common
Appraisal Mistakes
Frequently Asked Questions
This page is currently under construction. We are sorry for the inconvenience. Please check back soon for updates. Please
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Developing Through Goal Setting
If you were learning archery but had no target, your progress would probably be slow because you have nothing to aim at. Practice would be frustrating and not fun because you wouldn't get feedback on your efforts. Having a goal is essential for high performance. It gives you a target to shoot at and immediate feedback on the accuracy of each shot. A clear goal orientation is the hallmark of all high achieving and successful individuals as well as organizations.
Discover the fundamental elements of goal setting in the Holland Resource Goal Setting Workshop. In this session we examine the value of goal setting, types of goals, and their power as motivational forces. You are introduced to the beginning steps of developing your ACTION PLAN where you begin setting concrete goals specific to your personal needs.
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Ethics- Test Your Knowledge Results!
The results are listed in BOLD below.
1. Being ethical and obeying the law are the same thing.
a. True b. False
2. Business ethics are standards that business adopt that are usually driven by what society expects.
a. True b. False
3. Ethics cannot be managed or taught. People are either ethical or they are not.
a. True b. False
4. Being ethical is behaving in a mannger acceptable by your organization.
a. True b. False
5. Business ethics is more than an extension of an individual's own personal values.
a. True b. False
6. Ethics is simply doing what is right.
a. True b. False
7. Attention to ethics allows leaders to begin to identify ethical issues within their organizations.
a. True b. False
8. An effective ethics policy ensures the leaders and employees of an organization are on the same page.
a. True b. False
9. "Personal Gain" is the main reason people give for behaving unethically.
a. True b. False
10. The law does not protect whistleblowers against retaliation.
a. True b. False
CLICK HERE to Request Additional Information About Our Ethics Workshops
1. Being ethical and obeying the law are the same thing.
a. True b. False
2. Business ethics are standards that businesses adopt that are usually driven by what society expects.
a. True b. False
3. Ethics cannot be managed or taught. People are either ethical or they're not.
a. True b. False
4. Being ethical is behaving in a manner acceptable by your organization. a. True b. False 5. Business ethics is more than an extension of an individual's own personal values. a. True b. False 6. Ethics is simply doing what's right. a. True b. False 7. Attention to ethics allows organizations to begin to identify ethical issues within their organizations. a. True b. False 8. An effective ethics policy ensures the leaders and employees of an organization are on the same page. a. True b. False 9. "Personal Gain" is the main reason people give for behaving unethically. a. True b. False 10. The law does not protect whistleblowers against retaliation. a. True b. False
Ethics (other notes)
Benefits of Business Ethics
Long-term Success of the Organization Aligns the Ethical Values of Employees with that of the Leaders Guides Decisions During Times of Transition and Change Protects the Agency’s Public Image Improves the Quality and Performance of the Organization
Myths of Business Ethics
Ethics is Simply Doing What’s Right Ethics cannot be managed or taught. People are either ethical or they’re not. Being Ethical is Behaving in a Manger Acceptable by the Organization Business Ethics and Social Responsibility are the Same Thing. Ethics is a Discipline Best Led by Philosophers, Academics, and Theologians.
What is ethics?
Ethics is an established set of moral principles greatly influenced by an individual’s religion, parents, school, friends, and societal norms. These principles are the fundamental values in which one determines what constitutes a right or wrong behavior. When faced with a decision, one uses their established set of moral principles to make the right choice.
What is business ethics?
Business ethics is a set of principles and standards that guides behavior in the workplace. These principles are not necessarily based on one’s individual ethics, because his/her core values may not provide specific guidelines on making these types of complex business decisions. A company ethics policy or code provides guidance and defines what constitutes ethical behavior in the workplace.
How to Recognize a Ethical Issue
What is your role and responsibility?
Ethics- Test Your Knowledge!
1. Being ethical and obeying the law are the same thing.
a. True b. False
2. Business ethics are standards that businesses adopt that are usually driven by what society expects.
a. True b. False
3. Ethics cannot be managed or taught. People are either ethical or they are not.
a. True b. False
4. Being ethical is behaving in a manner acceptable by your organization.
a. True b. False
5. Business ethics is more than an extension of an individual's own personal values.
a. True b. False
6. Ethics is simply doing what is right.
a. True b. False
7. Attention to ethics allows leaders to begin to identify ethical issues within their organizations.
a. True b. False
8. An effective ethics policy ensures the leaders and employees of an organization are on the same page.
a. True b. False
9. "Personal Gain" is the main reason people give for behaving unethically.
a. True b. False
10. The law does not protect whistleblowers against retaliation.
The world of ethics is constantly changing based on new findings. As a result, it is difficult for businesses to stay up to date with the current ethical standards. What is ethical today may not be tomorrow. How can you keep your organization's ethical guidelines and behaviors current? How can you identify ethical situations when the arise and address them appropriately?
Ethics training is an essential part of employee training. Our workshop provides information on ethical reasoning, decision making, ... Business ethics training will help you to begin to identify ethical issues when they arise and understand the approaches available for resolving them.
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Ethics
Workshop
Test Your
Knowledge!
FAQ
Introduction to Development
Leadership development has meant different things in different times. The modern leader knows that it means developing the skills needed to motivate the modern team. These necessary skills can be learned through a leadership development training program, which is less stressful than being forced to learn the skills on the job. Working your way up the ladder, you've experienced numerous leadership styles from the previous generations of managers. With these new expectations, managers need to undertake new leadership development training strategies.
Employees are not told what to do anymore. Now, you influence their choices and assist them in reaching their goals. You do not direct; you win the team over to your point of view. You do not dictate; you inspire! You can learn how to convey this inspiration by focusing on your leadership skills development. Leadership development is needed to successfully take charge of your team in today's business world. This management leadership training course will teach you how to stop managing and start leading; and, as a result, make you a vital part to your organization's future. Investing in leadership development training will help build your team's leadership fundamentals, which will ensure you are more likely to have a bright career path ahead of you.
The days assuming that a good manager is also a good leader are gone. Clear distinctions are being made between the two. In this management leadership training course, you will learn the differences between managing and leading.
Managers of the past often mandated change, but did not follow it. Today's leader is willing to adapt and improve their team by sharpening their leadership skills development, resulting in knowing how to efficiently lead by example. This management leadership training course empowers you to practice the skills you need to stop pushing and start pulling. Developing the skill set of the modern leader will help your team to thrive within the company and it will help you to achieve your career goals.
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Your organization is unique. You often need unique solutions to training needs. Holland Resource offers tailored solutions including completely customized and highly relevant content and training specific to your needs. We provide customized training for organizations that have groups of people who want to be trained together. We conduct succinct one-day courses and in-depth multi-day courses. Whether your customer service staff need better ways to deal with angry clients, your managers need to become better leaders, or there is too much internal conflict among employees we can build a course to meet your needs. Your customized workshop can focus on, for example:
Customer service
Executive Leadership
Management Teams
Supervisor Development
Sales Training
Employee/Management relations
Enhancing workplace performance
Sometimes you may have a training need that our library of materials does not address directly. When this happens, we can design and develop content just for you and then either deliver the program as we would with our existing materials or train your people to roll it out.
We offer our clients:
design expertise featuring a personalized client-oriented needs assessment
innovative adult-education teaching methods, including case studies, group exercises, group discussions, and instructor presentations
lasting partnerships that focus on long-term learning objectives
location flexibility - the training can be held at any location. Onsite training is the core of our business. Onsite training means we come to you.
Coming Soon: Online Training: For a host of different reasons, instructor-led training alone is not always the answer. To that end, we are creating online versions of several of our courses and partnering with other vendors to provide offerings compatible with our clients' needs.
Pre-Workshop
We work closely with our clients to identify their learning objectives before designing the workshop. This usually involves:
Identify challenges and logistics
Identify audience, culture, budget, timeline, and success measures
Brainstorm content alignment with learning objectives
Develop relevant content
Customize workshop materials
Workshop Training
Customized training is just that; every workshop is different, designed around our clients. To view sample learning content and course structure, please visit our Leadership Workshops pages.
Post Workshop
We work with our clients to ensure on-going, customized support after a workshop concludes. This can include, for instance, one-on-one work with trained coaches, online continuing training, discussion groups, and follow up quizzes or online refresher courses.
Contact us to discuss your specific situation, and we can give you a timetable and price quote. Please
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Training Options
Instructor-led training is the core of our development model. Qualified instructors faciliate your development needs in one of the following settings.
Public Workshops
Attending one of our public workshops allows you to network with other leaders while experiencing an incredible learning opportunity. This option provides a cost effective opportunity for smaller organizations to develop their leadership talent. Large organizations benefit with this opportunity to preview a workshop before introducing it to the entire organization.
Private Workshops
We bring the workshops to you – at your convenience. The best results occur when your entire department or management team participates together in a course of study. Involving everyone is the best approach for a deep and lasting impact on your organization.
Mini-Workshops
Designed for special events and conferences, we take the course materials and format them to fit your event schedule. Contact us with your event details and we will design a tailored mini-workshop to your needs.
We have established partnerships with prominent universities that share our commitment to Leadership Development. Participants earn one CEU for each course they complete.
Coming Soon - Online Training: For a host of different reasons, instructor-led training alone is not always the answer. To that end, we have created online versions of several of our courses and partnered with other vendors to provide offerings compatible with our clients' needs.
Our Leadership Development Workshops offer a unique combination of instruction and training materials designed for long term retention and use. With our proven development process you "learn it today - use it tomorrow".
As you understand and apply our success formula you can substantially improve your results. You can positively impact your organization’s ability to maximize organizational growth and prosperity, while minimizing setbacks.
Activate your potential now...
Great organizations refuse to settle for mediocre performance. Great organizations rise to meet this challenge through focused leadership development that delivers rapid, lasting results.
Great leadership activates great performance. Move your leaders from average to great with our focused approach to leadership development.
Workshop Results
Our clients report immediate improvement in many key areas impacting their bottom line.
Before . . .
. . . After
Complacency — a mindset of surviving the day and watching the clock. Also known as the “bunker” mentality.
Focus — a clear understanding of purpose and role in the success of the organization.
Fighting Fires — reacting to immediate problems and issues. This is common among many organizations without measurable goals and performance expectations.
Pro-active —vision focused activities guided by core values. Flexible strategies easily adapted to changing priorities that are executed through clear action steps and timely milestones.
Low Morale — lost productivity, high turnover, and poor results due to dissatisfied, pessimistic, and careworn employees.
Motivated — energetic loyal employees who realize their potential and desire tenure with the organization.
Insecure — leaders reluctant to take decisive action.
Confident — self assured leaders who are secure in their knowledge and application of sound leadership skills.
Self Service — a focus on self or “I just work here” mindset.
Customer Satisfaction — ownership of the organization’s vision and core values promoting attention to the customer’s needs.
Management Communications
In today's digital world, we have become accustomed to networking computers, sharing data files, exchanging digital photos, and the like - all with the simple "push of a button". Information developed and stored on one computer may be duplicated and shared around the world.
We have become a mobile society. The explosive growth of cell phone coverage allows us to remain in constant contact. We have come to expect instant and effortless communications. Yet, "lack of communication" is frequently the reason given to explain failures in human relationships.
Effective communication is a critical element of successful supervision and leadership. From one-on-one discussions to group presentations, Holland Resource Management Communication Workshop shows busy managers how to get positive results using proven communication techniques.
In this workshop, we discuss the following topics:
I. Communicating to Influence and Inspire
Human communication is more than the simple transfer of information from one mind to another. The exchange of ideas between people involves more than "telling." Effective communication involves understanding. Learn the tools to influence and inspire your staff.
II. Preparing for Effective Communication
Ask yourself: Who? What? How? When? Were? Why? Learn the guidelines for thinking ahead to successfully communicate.
III. Understanding Different Communication Style
As a manager, it is important to understand different communication styles. Participants will learn to identify their own behavioral styles, the styles of their coworkers and clients, and how to adjust for better communication.
IV. A Model for Better Listening
Explore effective tools for better listening. Learn how to focus on the speaker, empathize with what is being said, analyze the message, and respond.
V. Non Verbal Communications
"What you are shouts so loud that I can't hear you tell me what you are" is a quote that very aptly points out the importance of non-verbal communications. Discover helpful hints to positively impact your communication efforts.
VI. Rephrasing for Better Relationships
The lesson "it's not what you say but how you say it" is one that takes some people years to learn. In this component, participants will learn how to use language so that it will be better received in conversations and in writing. The trainer places special emphasis on learning to say "no" in ways that reduce conflict and eliminating phrases such as "that's not my job" and "I don't know."
VII. Running Effective Meetings
Nobody likes to sit through a meeting that goes nowhere. A well-run meeting is the sign of a good manager. This unit reviews the importance of agendas, the mechanics of a good meeting, and pitfalls to avoid.
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Management Communications and Human Relations
In today's digital world, we have become accustomed to networking computers, sharing data files, exchanging digital photos, and the like- all with the simple "push of a button." Information developed and stored on one computer may be duplicated and shared around the world.
We have become a mobile society. We have come to expect instant and effortless communications. Yet, "lack of communication" is frequently the reason given to explain failures in human relationships.
Human communication is more than the simple transfer of information from one mind to another. The exchange of ideas between people involves more than "telling." Effective communication involves understanding. Words, gestures, and expressions do not, in themselves, have meaning; instead, people have meaning for them. A message is successful only when both the sender and the receiver perceive it in the same way.
Effective communication skills are essential for success in most jobs. Great communicators know how to asses an audience, analyze a situation, and frame a discussion. Our communication skills courses address a variety of different audiences and situations.
Management
Communication
Effective Delegation
Delegation will always be one of the most important management skills - and one of the easiest to get wrong. Good delegation saves you time, develops you people, grooms a successor, and motivates. Bad delegation causes you frustration, de-motivates and confuses the other person, and fails to achieve the task itself. Delegation is often one of the hardest skills for a manager to master. However, the skill can be learned.
In this workshop, we discuss the following topics:
I. What is Delegation and Why Delegate?
Successful leaders understand how to effectively delegate. Explore the advantages and disadvantages of delegation for your employees and organization.
II. Preparing For Delegation
There are two sides to the delegation preparation process. First, a manager must be prepared to let go of the task. Second, the delegatee must be prepared to accept it. Learn the skills to ensure you and your employee are prepared for delegation.
III. Delegate Duties for Training
What duties should you delegate? Most employees want more responsibility. It is important, however, that this increased responsibility leads to something positive for them. New assignments, then, should encompass as much skill development as possible. Learn three delegation criteria that benefit employee development.
IV. Three-Stage Delegating
What is an effective delegating method? Learn our three-stage process that managers can follow to ensure they cover all the bases when delegating.
V. Keep the Assignment Delegated/Checking the Temperature: How Can Delegation Be Monitored?
One of the most common reasons for the delegation process to fail is that the manager takes the work back! This must be avoided. In this final segment participants will explore proven ways of monitoring delegation and will learn to give feedback to those to whom they have delegated tasks.
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Time Management Basics
Getting the most out of a 24-hour day is a constant challenge in our busy world: a bottomless inbox, tons of email, millions of meetings. Too much to do and not enough time to do it is a common problem many people face in the workplace. Although we can't give you more hours in the day, we can teach you how to decide what to do and when to do it. This high energy, back-to-basics training program explains the fundamentals of time management: understanding the value of time, proven ways to get the most out of a day, balancing work and home, eliminating time wasters, conquering procrastination, and more.
In this workshop, we discuss the following topics:
I. The Realities of Time
What would you do with more time? If you don't know, you already have a reason to manage your most valuable resource better. Participants will evaluate and articulate their immediate, short-term, and long-term goals.
II. Time Matrix
The telephone, voicemail, uninvited guest, and other distractions can ruin a well-planned day. Learn the difference between urgent and important activities, reduce time stealers, and learn how to get back on track.
III. Procrastination
"I'll put it off." "I'll wait until tomorrow." "I'll do it later." Sound familiar? Procrastination is a problem many people constantly battle. Learn why we procrastinate and techniques to overcome the problem once and for all.
IV. Learn to Say "No"
Discover how to work better with others, what to do to prepare for a meeting, how to delegate work to others, and hot to say "no" to frivolous and unrealistic requests.
V. Plan the Use of Your Time
Setting realistic, manageable goals are critical skills for expert time managers to possess. Learn the tools to put your daily plans in writing, and prioritizing your activities to get the most out of your day.
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Managing Your Time Use / Effective Delegation
The great dividing line between success and failure can be summed up in five words: "I did not have time." As a manager, one of your most precious commodities is time. Daily you are bombarded with emails, phone calls, meetings, tasks, and projects. Instead of focusing on important tasks, you can become distracted, procrastinate, or react to situations perceived as urgent. Do you manage time, or does it manage you? To a very large degree, your success will depend on whether or not you master the art of effective time organization.
Equip your employees for success using the Holland Resource Time Management Workshop series. This is the best approach to educating your employees on effective time management tools including: how to develop goals, prioritize tasks, and delegation techniques.
Time
Management
Basics
Outlook
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Effective
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Test Your Knowledge Results
The results are listed in BOLD and explanations are listed in GREENbelow.
1. Is it okay to post a swimsuit calendar in your work area?
a. Yes b. No
Under the EEOC definition of a hostile work environment, posting a swimsuit calendar is considered a "visual display of explicit or suggestive materials."
2. Is it okay for two consenting employees to exchange "racy" emails?
a. Yes b. No
In order for the exchange to be sexual harassment it must be UNWELCOME. In this case, the participants engaged equally in the activity. However, this type of activity may violate other company policies relating to e-mail use.
3. Is it sexual harassment to ask a co-worker out on a date?
a. Yes b. No
A simple request for a date is not sexual harassment. However, if the co-worker's answer is "no" to the date request, the employee should be careful about asking repeatedly as this can develop into a form of sexual harassment.
4. An employee brings a sexually explicit gag gift to work for a co-worker's birthday present. The individual intended the gift to be a joke; however, the co-worker was extremely offended by the gift. Is this sexual harassment?
a. Yes b. No
Regardless of the intent of the harasser, this conduct was "unwelcome" and the behavior falls under the definition of a Hostile Work Environment. "Unwelcome sexual conduct that has the purpose or effect of unreasonably interfering with a person's work performance or creating an intimidating, hostile, or offensive work environment." If this type of behavior was severe or to continue - it would develop into a case of sexual harassment.
5. Sexual harassment is illegal as a form of:
a. Sexual relations b. Employment Contracts c. Discrimination
Sexual Harassment is prohibited under Title VII of the Civil Rights Act, which states that an employer may not discriminate based on race, color, religion, national origin, or sex.
6. Quid pro quo sexual harassment means that:
a. The work environment is offensive b. Sexual favors are demanded in exchange for job benefits c. A sexual assault occurs in the workplace d. All of the above
Quid Pro Quo Harassment is defined as "unwelcome sexual conduct when submission to the conduct is made either explicitly or implicitly a term or condition of a person's employment, or the submission to or rejection of the conduct is used as a basis for employment decisions affecting the person.
7. Making unwilling employees listen to discussions of sexual activities or jokes may create:
a. A quid pro quo form of sexual harassment b. A productive work environment c. A hostile work environment
This conduct was "unwelcome" and the behavior falls under the definition of a Hostile Work Environment. "Unwelcome sexual conduct that has the purpose or effect of unreasonably interfering with a person's work performance or creating an intimidating, hostile, or offensive work environment." If this type of behavior was severe or to continue - it would develop into a case of sexual harassment.
8. If I do not mean to sexually harass another employee, they should not perceive my actions as sexual harassment.
a. True b. False
Sexual Harassment is not based on the intent of the harasser, but rather the perception of the victim. If a reasonable person would find the conduct offensive, and this person has been offended by the conduct then it has crossed the line.
9. A quid pro quo sexual harassment claim has legal validity whether or not the harasser follows through on the threat or promise.
a. True b. False
The U.S. Supreme Court specifically rules that the person does not have to follow through for a situation to constitute sexual harassment. Simply the threat of making sexual favors a condition or term of employment is severe enough to effect the victim's work environment.
10. Sexual harassment is only against the law when it is committed by an employee against an employee of the same organization.
a. True b. False
Sexual Harassment cases may involve employees, agents of the employer, non-employees, and customers. The organization has the responsibility to take all reasonable measures to protect their employees from illegal conduct.
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Frequently Asked Questions Concerning Sexual Harassment
Q:What if it only happened one time?
A:Unless the conduct is quite severe, a single incident or several isolated incidents of offensive sexual conduct or remarks generally do not create an abusive environment.In contrast, a single sexual advance may constitute harassment if it is linked to the granting or denial of employment benefits (quid pro quo).Conduct is not based in the intent of the harasser, but rather the perception of the victim.
Q:What if the harassment takes place outside of the office?
A:Harassment can occur outside the workplace, such as at conferences, training days, and even socializing after work.Factors such as whether the harasser was in a position of trust, whether he or she was still on duty, where the incident happened, and the degree to which the event was connected with work are all relevant in determining liability.
Q:My friends and I like to joke around, why should we have to change our behavior just because one person doesn’t like it?Shouldn’t the majority rule?
A:Harassment and discrimination laws protect everyone in the workplace.If your behavior is inappropriate and offends even one person, you must stop.Unlike the “free speech” rights that you enjoy, it is not your “right” to make discriminatory or harassing comments in the workplace.
Q:What about “super-sensitive” people, or people who just try to get others in trouble by complaining all the time?It doesn’t seem fair that they control the workplace.What about MY rights?
A:The law recognizes that some very mild behavior or conduct actually doesn’t violate the law.The US Supreme Court in one case even noted that the sexual harassment law isn’t meant to set a “civility code” for the nation.The test is: “could this conduct offend a reasonable person in this person’s situation, taking into account the setting and context of the behavior?”If a reasonable person COULD find the conduct offensive, and the complainant DID find it offensive, then it has crossed the line and should stop.
Q:What if I want to handle it myself?
A:Absolutely!Sometimes people just don’t realize that they are being insensitive, or that their behavior is unwelcome.Your response should depend on the seriousness of the incident.As often happens in minor isolated incidents, the harasser may not realize they crossed the line.Studies show that people usually stop if they are asked.A friendly reminder of the organization’s policy and acceptable workplace decorum may suffice.But if that doesn’t work, or if you are just not comfortable confronting the harasser, you should immediately report the incident to the appropriate person(s) in your organization.
Q:What should I do if someone accuses me of acting inappropriately?
A:Stop immediately!Apologize if you realize your behavior was inappropriate.If you feel you did not act inappropriately, you may wish to discuss the incident with your manager to review the agency’s policy and establish a clear understanding of acceptable behavior.
Sexual Harassment Workshops
Studies suggest that up to 70% of women and 20% of men experience sexual harassment in the workplace. A large percentage of these victims never report the harassment. Even, still the Equal Employment Opportunity Commission (EEOC) receives approximately 14,000 sexual harassment claims each year. Victims receive close to $50 million in damages annually. This does not include monetary benefits awarded through litigation. How can you protect your company from these damages?
PREVENTION is your best course of action to limit your liability. Be proactive - protect yourself through out interactive workshops in sexual harassment. We offer customized workshops to meet your specific needs.
Employees
Managers
Investigation
Test Your
Knowledge!
FAQ
Sexual Harassment Workshop for Employees
The Sexual Harassment Workshop for Employees is uniquely designed to offer participants key facts regarding sexual harassment. In the workshop, employees will obtain an overall understanding of sexual harassment emcompassing the legal definition of sexual harassment, laws relating to sexual harassment, types of sexual harassment, and the responsibility of each employee as defined by the law and company policy. We offer interactive examples of sexual harassment including videos and case scenarios to stimulate discussion and questions, which allow participants to gain a deeper understanding of what behavior constitutes sexual harassment.
At the end of the workshop Employees will …
Know and define sexual harassment
Obtain a general understanding of Federal and State laws against sexual harassment
Define and identify Quid Pro Quo harassment
Define and identify Hostile Work Environment Harassment
Know who can be involved in a sexual harassment case
Know and understand the organization’s sexual harassment policy
Understand the individual responsibility of employees
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Sexual Harassment Workshop for Managers
The Sexual Harassment Workshop for Managers encompasses issues specific to supervisors and managers. Much in the same manner as the Sexual Harassment Workshop for Employees, the Sexual Harassment Workshop for Managers provides a general overview of sexual harssment including the legal definition of sexual harassment, laws relating to sexual harassment, and types of sexual harassment. Additionally, this workshop covers specific managerial issues relating to sexual harassment in the workplace including the responsibilities of managers, preventative methods, and levels of personal and company liability.
At the end of the workshop Managers will…
Identify and recognize sexual harassment
Understand the action steps necessary to correct sexual harassment activity
Know the threat of sexual harassment off-site and after hours
Know how to handle complains
Understand the liability of a company and individuals
Understand the importance of understanding and communicating the seriousness of sexual harassment to employees
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Conducting an Investigation
A complaint of sexual harassment has been filed....now what? The Sexual Harassment: Conducting an Investigation Workshop is designed to assist managers and supervisors in conducting sexual harassment investigations. In this workshop individuals will learn the necessary steps in conducting an investigation, things to consider throughout an investigation, suggested questions to ask during interviews, and the appropriate action to take.
At the end of the workshop Managers will...
Know the necessary actions to take once an employee files a complaint
Understand the steps to take when conducting an investigation
Be aware of other points to consider throughout an investigation
Have suggested questions to ask participants in an interview
Know available action steps to take against the harasser
The Holland Resource Building Your Network Workshop aims to demystify the "art of networking." After all, networking is just another way of interacting with people, but somehow once you attach an agenda to it, it becomes a dirty word. Develop a better understanding of the importance of community support in achieving your goals in this workshop. Participants will learn about using their individual style to communicate with people and how to put themselves and others at ease. Develop specific goals and outcomes for measuring the support you give and receive from your community. We will give you a variety of tools and techniques to help get the best out of yourself and others at any type of gathering.
Like it or not, teams are here to stay. An effective team, more often than not, produces first-rate results. High-performing teams exhibit accountability, purpose, cohesiveness, and collaboration. How do you turn a dysfunctional group into a productive team? Can you make a good team better? Find out the answers to both of these questions during a full schedule of active team building training.
In a workplace of low trust, people's hidden agendas or motivations result in and ultimately hinder getting work done. Guarded communication, speculation, and disengagement fuel frustration and slow productivity. But when there is a sense of community in the workplace, communication improves and productivity accelerates as attention is redirected toward team objectives. 
As a leader, one of your responsibilities is to make decisions. Sometimes you decide correctly, but you always decide. Why is it that some people find it easy to solve tough problems with simple solutions while others find this feat nearly impossible? Each of us has some finite limit to our physical, emotional, and intellectual abilities, but rarely do we approach that limit. Much of our ability is lying dormant. Most of us evaluate the limits of our abilities without truly testing them. Develop the tools and self-confidence you need to make effective decisions!
A recent study showed that 60-70% of businesses do not offer any sort of E-mail Etiquette Training. In business, on or off-line, impressions are everything. Off-line you notice what people wear, how they present themselves, etc. The very same applies online. As an example, if you e-mail one-liners, do not spell check, or do not use proper grammar, how do you think that reflects on you and your business? Not good. 
The telephone is a critical customer service touch-point for many companies. It is the customer service skill of the live individual on the telephone that makes the greatest positive difference to an organization. Help your staff make a winning first impression and maintain positive relationships. Instill in them the fundamental skills of excellent telephone courtesy including etiquette, call control, positive language skills and listening. 
A customer service team is only as good as its manager. When leadership at the top fails, the team usually follows. Develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a management perspective. Learn the skills, knowledge, and attitudes that help managers develop the desired behaviors in individuals. 
Unsatisfied customers are bad news for any company, and it only takes one of them to shatter a good day at work for everyone. It only takes one of them to steer many more prospective customers away from you. 
Do you have an employee who is frequently disgruntled with their job duties, with the organization, or with management? In an ideal world, difficult behaviors have no place at work. However, in reality, dealing with difficult people is something many people face as part of their everyday work life. The stress of handling difficult people and difficult situations can create a lack of productivity, poor attitude, and reluctance to come to work.
The performance appraisal can be a powerful management tool for strengthening morale and improving overall job performance. Well-executed performance appraisals create productive workplaces and a positive environment for everyone. 
The performance appraisal can be a powerful management tool for strengthening morale and improving overall job performance. Well-executed performance appraisals create productive workplaces and a positive environment for everyone. 
The performance appraisal can be a powerful management tool for strengthening morale and improving overall job performance. Well-executed performance appraisals create productive workplaces and a positive environment for everyone. 
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If you were learning archery but had no target, your progress would probably be slow because you have nothing to aim at. Practice would be frustrating and not fun because you wouldn't get feedback on your efforts. Having a goal is essential for high performance. It gives you a target to shoot at and immediate feedback on the accuracy of each shot. A clear goal orientation is the hallmark of all high achieving and successful individuals as well as organizations.
The world of ethics is constantly changing based on new findings. As a result, it is difficult for businesses to stay up to date with the current ethical standards. What is ethical today may not be tomorrow. How can you keep your organization's ethical guidelines and behaviors current? How can you identify ethical situations when the arise and address them appropriately?
Leadership development has meant different things in different times. The modern leader knows that it means developing the skills needed to motivate the modern team. These necessary skills can be learned through a leadership development training program, which is less stressful than being forced to learn the skills on the job. Working your way up the ladder, you've experienced numerous leadership styles from the previous generations of managers. With these new expectations, managers need to undertake new leadership development training strategies.
In today's digital world, we have become accustomed to networking computers, sharing data files, exchanging digital photos, and the like - all with the simple "push of a button". Information developed and stored on one computer may be duplicated and shared around the world. 
In today's digital world, we have become accustomed to networking computers, sharing data files, exchanging digital photos, and the like- all with the simple "push of a button." Information developed and stored on one computer may be duplicated and shared around the world.
Delegation will always be one of the most important management skills - and one of the easiest to get wrong. Good delegation saves you time, develops you people, grooms a successor, and motivates. Bad delegation causes you frustration, de-motivates and confuses the other person, and fails to achieve the task itself. Delegation is often one of the hardest skills for a manager to master. However, the skill can be learned. 
Getting the most out of a 24-hour day is a constant challenge in our busy world: a bottomless inbox, tons of email, millions of meetings. Too much to do and not enough time to do it is a common problem many people face in the workplace. Although we can't give you more hours in the day, we can teach you how to decide what to do and when to do it. This high energy, back-to-basics training program explains the fundamentals of time management: understanding the value of time, proven ways to get the most out of a day, balancing work and home, eliminating time wasters, conquering procrastination, and more. 
The Sexual Harassment Workshop for Employees is uniquely designed to offer participants key facts regarding sexual harassment. In the workshop, employees will obtain an overall understanding of sexual harassment emcompassing the legal definition of sexual harassment, laws relating to sexual harassment, types of sexual harassment, and the responsibility of each employee as defined by the law and company policy. We offer interactive examples of sexual harassment including videos and case scenarios to stimulate discussion and questions, which allow participants to gain a deeper understanding of what behavior constitutes sexual harassment.