Developing Your Most Important Resource: Your Human Resource
    Steven Rosenthal
    E-Mail: thetrainingtree@verizon.net
    Cell: 727-415-0061
The Training Tree, Inc.

Seminars and Descriptions

Developmental Workshops by The Training Tree,

Inc.

 

      Develop your Supervisory/Management and General Employee Offerings For Upcoming Training                   

* Created in 2013    ** New for 2014   *** New  for 2015  **** New for 2016

 

The following is a list of the most common three hour seminars requested.  The desired format is a classroom environment for up to thirty participants. The "Super Sessions" are shorter theater format presentations for large groups. These sessions are 1.5 to 2 hours with a maximum of three a day with two offered in the afternoon. The "Super Sessions" are described  at the end of this page.


    Frontline Supervision

 

      Role of the Supervisor: What is Actually Expected?

      Beyond Who Moved My Cheese: Helping Others Adapt To Change

      Conflict Resolution and Management

      Supervisory Excellence

      Understanding Ourselves As Supervisors: I Am Who They See!

      Communication Techniques: It Doesn’t Happen Automatically!

      Performance Evaluation: It’s More Than A Form

      Discipline & Documentation: How To Do It!

      Getting Things Done: Gaining Closure

      * Hiring The Best

               * Questioning Techniques- Hiring and Beyond
         Citizen/Employee Contact: It’s More Than Being Nice

      * Performance Manager & Partner

      Coaching For Success: A Role Revisited

      Counseling For Results: Getting People To Do What They Need To Do!

      Ambassadorship: Everybody’s Role is Customer Service!

      Managing Conflict Within The Workforce

      Creating A Harassment-Free Environment

      Celebrating Our Differences

      “Super Sessions”-Customer Service, Harassment Free Environment,  Diversity, Beyond Who Moved My Cheese, Supervisory Awareness, Retention Anxiety (2014) ** Doing Workplace Investigations ***

      ** The Ten Commandments of Supervision-New 2014/2015   

      ** The Four Steps of Leadership-New 2014/2015

      *** Thinking Like A Boss-Do You Have The Mindset To Be The Supervisor /Manager?-2015

      *** Doing Workplace Investigations and Fact Finding

   **** "Super Session" Supervisory Series-All seminars 1.5 hours-full series. Topics to pick from include: 1-Supervisory    Excellence, 2-The Four Steps of Leadership, 3-Doing Workplace Investigations and Fact Finding, 4-Customer Service: Making The Transition From Regulator to Enabler, 5-Ethical Decision Making: The Public Trust, 6-Problem Solving: Navigating Around The Decision Traps, 7-Performance Evaluation: It's More Than A Form, 8-Discipline & Documentation, 9-Getting Things Done: Gaining Closure, 10-Managing Meetings

 

Advanced Supervision

 

   Action Plans: Achieving Accountability

   Acknowledging & Praising Employees

   Customer Service: Making The Transition From Regulator To Enabler

             Dealing With The Difficult In All Of Us!

   Ethical Decision-Making: The Public Trust

      *** Generating Ideas: Unleash Creativity and Empower Your People!-2015

      Me and We: Status Myths For Supervisors

     Positive Mental Attitude- PMA

      Problem Solving: Navigating Around The Decision Traps

      *** Emotional Quotient/I.Q-Personal Growth-New 2015

 

Management Offerings

 

    Taming The Time Wasters

     Time Management: If We Only Had More Time!

      ** The Four Steps of Leadership-New 2014

      Building A Customer Driven Organization

      Beyond Who Moved My Cheese: Helping Others Adapt To Change

      Why Government is Changing?-The New Reality

      Raising The Bar: Moving To New Heights of Productivity

      Self-Directed Teams: At Least I Think I Want That!

      Performance Management: A New Discipline For The New Century

      Leadership and Motivation: Merging Leading With Inspiring

      Constructive Action Team: Putting The CAT To Work For You

      Managing Meetings: Why Some Work and Others Don’t

      Change Management: Helping Others Adapt To Change

      ** Building An Effective Municipal or County Management Team-New 2014

      *** Emotional Quotient/I.Q-Personal Growth-New 2015

 

General Employees

 

      “Super Sessions”-Customer Service, Harassment Free Environment,  Diversity, Beyond Who Moved My Cheese, Supervisory Awareness, Retention Anxiety (2014) **   

      Is Supervision For Me?

      Communication Techniques: It Doesn’t Happen Automatically

      Ambassadorship: Everybody’s Role Is Customer Service

      Beyond Who Moved My Cheese: Helping Others Adapt To Change

      Knowing Who We Are!-Personality Profiling

      Creating A Harassment-Free Environment

      Celebrating Our Differences

      Diversity: Differences Are US!

      Generations and Personality: The Other Differences

   Positive Mental Attitude- PMA

      Problem Solving: Navigating Around The Decision Traps

      Time Management: If We Only Had More Time!

      Ethical Decision-Making: The Public Trust

 

Special Interest Offerings

   

  Supervision Series-Custom Designed-Specific for Police

   Supervision Series-Custom Designed-Specific for Fire

   Ambassadorship Customer  Service-Building, Utility Billing, Permitting , Code Enforcement


Seminar Descriptions-The following are descriptions of the most popular seminar offerings:

Action Plans: Using a Process To Instill Personal Responsibility

 and Gain Closure On Issues

 

This seminar provides a realistic approach in fostering personal responsibility and gaining closure on work projects. Participants explore the use of action plans as a blueprint for project accomplishment and remediation of individual performance. Getting things done with a plan that employees will commit to summarizes the theme of this workshop. Upon successful completion of this program participants will be able to:

·        understand why action plans work

·        learn how to write action plans with employees

·        recognize warning signals within the process

 


Ambassador Customer Service

 

From “first contact” personnel to full-time emissary your employees are ambassadors of your good will to your citizens.  Get your employees to understand why Ambassadorship is more important than ever!  Participants will be exposed to the realm of a changing public sector and the skills that are required to be effective in this millennium. Upon successful completion of this program, participants will be able to:

·        understand how government has changed in the last fifty  years

·        recognize the difference between a “regulator” and “enabler” mentality

·        implement the dynamics of dealing with the challenging customer

·        developing a citizen centered focus

 3 Modules are available-Basics-Developing Language of the Enabler-Dealing With The Stressed Customer for more intense training-specifically designed for counter CS Reps, Code Enforcement and Building Officials.

 

Basics of Supervisory Excellence


This workshop has been designed to provide new supervisory employees with information about effective management practices. Upon successful completion of this program, participants will be able to:

·        address the functions and resources of management

·        understand the essence of the supervisor’s “image”

·        identify general rules of communication

·        develop a better insight into people’s behavior

 

Becoming Customer Focused-Moving From Regulator to Enabler


This seminar explores the creation of a “Total Service Experience” for each participant. Participants will  examine historically our changing service expectations. Upon successful completion of this program, participants will be able to:

·        understand the impact of poor service

·        recognize the difference between a “regulator” and “enabler” mentality

·        implement the dynamics of dealing with the challenging customer

·        developing ESP-Extraordinary Service Providers


 Beyond Who Moved My Cheese: Helping Others Adapt To Change


This course is similar to the 1.5 hour “Super Session” focusing on the message of the mega-hit Who Moved My Cheese?-In this version the message is twofold.  Discussing the concept of change and focusing on teaching how to introduce change in a palatable format.  Focus is on the concept of change, recognizing it and moving your organization in the right direction.  Recapping the message from the mega-hit Who Moved My Cheese,  by Spenser Johnson, Steve presents the group changes that have impacted serving the public and what it will take to insure your organization’s survival in providing services in the future. This workshop provides an understanding of the message imparted by the mega-hit Who Moved My Cheese, by Spenser Johnson. Focus is on why people resist change and how to minimize the trauma caused by change. Upon successful completion, the participant will be able to:

·        understand the message of the book Who Moved My Cheese?

·        understand why there is resistance to change

·        differentiate  between when one can manage or cope with change

·        help people adjust to change by showing them how to implement change


 Citizen-Centered Customer Service


With a few exceptions this seminar is similar to Ambassador Customer Service without the analogies of Ambassadorship. Citizen Centered Customer Service focuses on “Government by the People for the People” as opposed to, “Government sticking it to the people.”  Participants learn where some of our government organizations took a wrong term.  This seminar is a back to basics approach on putting your citizens first!  Participants will be exposed to the realm of a changing public sector and the skills that are required to be effective in this millennium. Upon successful completion of this program, participants will be able to:

·        understand how government has changed in the last fifty  years

·        recognize the difference between a “regulator” and “enabler” mentality

·        implement the dynamics of dealing with the challenging customer

·        developing a citizen centered focus


 Communication Techniques: It Doesn’t Happen Automatically


This seminar explores the varied aspects of communications in the workplace.  Emphasis is placed on feedback, listening skills, avoiding conflict, and tips to master getting your message across. Participants will realize the pro-active aspects of oral and auditory communications. Upon successful completion of this program, participants will be able to:

·        understand the impact of good feedback

·        recognize the difference between a “regulator” and “enabler” mentality

·        implement the dynamics of active listening skills

·        increase their effectiveness in communicating


 Conflict Resolution and Management


This workshop provides a practical approach to improve conflict resolution and conflict management skills. Upon completion of this program, participants will be able to:

·        identify situations where conflict resolution steps will be effective

·        pair active listening skills with conflict resolution techniques

·        utilize basic transactional analysis techniques to minimize conflict

 

Counseling for Results


This workshop provides a practical approach to improve supervisory skills for counseling employees to perform at a higher level. Upon completion of this program, participants will be able to:

·        identify situations appropriate for counseling

·        learn a six step approach for counseling effectiveness

·        structure a counseling interview


Creating A Harassment Free Environment


This workshop is custom designed to acquaint participants with the social issue of sexual harassment and a host of prohibited discriminatory behaviors.  Designed to fit your environment the workshop is designed to place emphasis where you want the emphasis placed.  Focus of expected behavior and expanding liability. Versions for General Employees, Supervisors, and Police, Sheriff and Fire are available.  Upon successful completion of this program, participants will be able to:

·        identify acceptable behavior

·        recognize potential areas of liability

·        analyze situations and make responsible judgments

      review local or company policy if applicable

 

Creating A Harassment Free & Diverse Environment (Comb of Diversity and HFE Modules)


This workshop has been designed to acquaint participants with the social issue of sexual harassment and other unacceptable forms of harassing behavior.  Viewed from a focus of expected behavior and personal responsibility employee’s review situations that are common in cities and counties to gain perspective on why this issue is of paramount importance to all organizations. The program incorporates concerns for embracing all diversity issues including such issues such as accepting those who don’t share a particular opinion. Upon successful completion of this program, participants will be able to:

·        identify acceptable behavior

·        recognize potential areas of concern

·        analyze situations and make responsible judgments

·        review local policy and state statute

·        understand changes occurring in our country’s workforce

·        learn the importance of recognizing the positive power of culture differences

·        identify cultural issues that may impact working relationships between employees


 Dealing With the Difficult in All of Us-Ambassador Customer Service Series


The group is introduced to the conflict of being a “regulator” in an “enabler” customer service world. This half-day seminar explores the language, attitude, and behavior necessary to create an enabler delivery for services that appear regulatory by nature.  The session focuses on positive customer interaction.  Case studies are used and employees critique exchanges concerning dealing with angry and concerned citizens.  Intervention strategies are introduced in dealing with stressed customers.  Non-verbal communication and cues are also discussed.  Group exercises are used throughout to analyze situations that can occur that are challenging and emphasis is on the techniques to diffuse and deflect anxiety, stress, and anger. 

 ·        recognize the difference between a “regulator” and “enabler” mentality

·        implement the dynamics of dealing with the challenging customer

·        identify transactions that are now going well

·        understand how to turn negative interactions into positive interactions


 Differences Are Us!-A Diversity Intervention Process


This program has been designed to acquaint participants with the social issue of Diversity.  The philosophy of the program engenders the creation of an optimum environment for all workers to thrive. Accepting employees of all colors, creeds and religions is but a start for the program. The program incorporates concerns for embracing all diversity issues including such issues such as accepting those who don’t share a particular opinion.  Generational differences are also highlighted in this session. (Versions for General Employees, Supervisors, and Police, Sheriff and Fire are available)


Progressive Discipline and Beyond Discipline and Documentation: How To Do It!

This workshop has been designed to acquaint participants with the concepts of discipline and how to view documentation and discipline in a developmental sense.  Discussion in groups of real cases energizes employee participation.  Emphasis is on expected behavior, documentation issues, expanding liability, and the city’s own disciplinary policy or code of conduct. Upon successful completion of this program, participants will be able to:

·        identify acceptable behavior and appropriate documentation of disciplinary actions

·        recognize importance of progressive nature of discipline

·        analyze situations and make responsible judgments

·        understand organization’s existing policies when applicable

 

Dorothy and Leadervision: Managing from Oz


This workshop has been designed to discuss the “Leadervision” leadership model. Participants will be able to reflect on scenes from the Wizard of Oz motion picture as descriptive behavior for the model. Upon successful completion of this program, participants will be able to:

·        explain the Leadership model

·        understand the dynamics of successful leadership

·        analyze how the incorporation of personal action plans can facilitate leadership development

 

Employee/Citizen Contact: The Service Connection


This workshop has been designed to discuss the concept of the citizen as the customer. Upon successful completion of this program, participants will be able to:

·        understand the importance of a “positive” customer attitude in a service environment

·        recognize the stresses of delivering service to the public

·        learn coping skills for more effective performance

 

Ethical Decision Making: The Public Trust


This workshop is designed for all general employees to gain an appreciation for the importance of ethical choices in government at all levels. Participants will examine Florida Statutes and their local policy, if applicable. Ethical dilemmas will be discussed and upon completion participants will be able to:

·        identify the relationship between their own attitudes and their ethical decisions

·        recognize the personal and organizational consequences of ethical choices

·        understand the uniqueness of the public sector environment

 

Getting Things Done


This workshop has been designed to provide an understanding of when and how to delegate work. Upon successful completion of the program, participants will be able to:

·        identify system/boss/self-imposed time demands

·        recognize the importance of effective communication

·        develop a step by step approach to delegate effectively

 

Making The Transition: Considering Supervision

 

This workshop has been designed to provide those considering a career as a supervisor a realistic portrayal of supervisory practices. Special emphasis will be made explaining the new role and how new supervisors are often tested. Upon successful completion of this program, participants will be able to:

·        address the role and functions of a  supervisor

·        understand the essentials of communicating effectively

·        explore the “stressors” of  a  supervisory position

·        develop a better insight into peer and employee behavior

 

Managing and Coping With Change


This workshop provides an understanding of why people resist change and how to minimize the trauma caused by change. Upon successful completion, the participant will be able to:

·        understand why there is resistance to change

·        differentiate  between when one can manage or cope with change

·        implement change with their employees through a six step process


Managing Meetings: Why Some Work and Others Don’t!


This workshop provides an understanding of how to keep meetings short, to the point, and productive. Upon successful completion of this program, participants will be able to:

·        differentiate between types of meetings

·        understand why meetings fail

·        learn the importance of an agenda

·        move a  meeting to closure


Mentoring Employees

 

This supervisory workshop provides an understanding of how to develop and mentor employees to bring out the full potential of each worker.   When employees feel an organization is serious about their development the retention statistics are enhanced. Upon successful completion of this program, participants will be able to:

·        recognize mentoring opportunities

·        learn simple skills to help employees develop

·        improve communication skills with employees concerning their role in the organization

 

Negotiating Your Way To Success

 

This workshop provides information and tools that can sharpen one’s negotiating skills. Skills are applicable to all types of negotiations. Upon successful completion, participants will be able to:

·        plan and prepare for a variety of negotiations

·        improve commonly used negotiation behaviors

·        eliminate self-defeating habits

 

Performance Appraisal: In Search of the Ultimate System


Performance Appraisal: It is More  than a Form

This workshop has been designed to provide an understanding of strengths and weaknesses of performance appraisal systems. All participants will be given a language guide for writing performance reviews. Upon successful completion of the program participants will be able to:

·        examine expectation theory

·        understand why performance reviews frustrate supervisors and managers

·        implement a process to make any performance appraisal system more meaningful

 

Performance Appraisal: Making Our System Work Effectively

 

This workshop has been designed to provide an understanding of how to make your performance appraisal system work effectively. This custom designed workshop requires close coordination with Human Resources or Personnel Departments.  Developed to accent the effectiveness or your system participants will learn how to harness the power of communication throughout the year with employees. All participants will be given a language guide for writing performance reviews. Upon successful completion of the program participants will be able to:

·        examine positive communication tools for successful evaluations

·        understand why performance reviews frustrate supervisors and managers

·        implement a process to make your performance appraisal system more meaningful

 

P.I.C. Your Way To Improvement: Creating a Performance Improvement Process That Works


This workshop has been designed to allow participants to structure a performance improvement process that can be implemented by anyone. Upon successful completion of this program, participants will be able to:

·        understand what makes a P.I.C. effective

·        learn a step by step approach to writing performance improvement contracts

·        implement P.I.C.’s as part of your supervisory routine

 

 Problem Solving: Navigating Around The Decision Traps


This workshop focuses on decision making skills and how to avoid the most common mistakes. Participants will become familiar with the Harvard Case Study approach and the difference between individual and team approaches to decision making.

Upon successful completion of this program, participants will be able to:

·        implement a step by step process for decision making

·        understand the barriers to individual and team decision making

·        avoid the most common decision traps

 

Retention Anxiety


This new session introduced in 2010 and revised for 2015 addresses the issues of present employee concerns over the economy and working for government.   Are your employees frustrated that their budgets are stressed, raises aren’t there, and the overall outlook is one of austerity and concern?  Are they tired of being told that they should be happy they have a job? They are not alone.  Steve has developed a session that will give them a well-deserved “jolt” of humor and reality as we present a presentation with a message about focus, change, and a new reality in government service delivery.   In this version Steve goes into how to alleviate the anxiety and how focus on creating “hope”.   Let Steve “entertrain” your employees in these new “Super Sessions” where groups can hear the message! 

 

Upon successful completion of this program, participants will be able to:

·        gain insight into changes impacting government

·        understand the barriers to returning to “the way it was!”

·        recognize what it will take to be a service survivor in this era

 

Role of The Supervisor

 

This workshop has been designed to provide new supervisory employees with information about effective management practices. Upon successful completion of this program, participants will be able to:

·        address the functions and resources of management

·        understand the essence of the supervisor’s “image”

·        identify general rules of communication

·        develop a better insight into people’s behavior

 

Sexual Harassment: Creating A Harassment Free Environment


This workshop has been designed to acquaint participants with the social issue of sexual harassment from a focus of expected behavior and expanding liability. Upon successful completion of this program, participants will be able to:

·        identify acceptable behavior

·        recognize potential areas of liability

·        analyze situations and make responsible judgments

      review local or company policy if applicable

 

Sherlock Holmes and The Hiring Process

 

This seminar has been designed to provide a broad picture of the selection and interview process. Upon successful completion of this program, participants will be able to:

·        enhance the planning function necessary for successful resume review and interviewing

·        identify “red flags” in resumes and participant answers

·        develop new approaches for questioning of applicants

·        focus on behavioral responses


SRC: Supervisor’s Refresher Course

 

This workshop has been designed as a refresher and update for supervisors. The content includes communication, interpersonal skills, human resource liability issues and other human relations components. Material for this workshop is being constantly changed and can include a variety of issues desired by the client. Upon successful completion of this program, participants will be able to:

    Objectives vary with course material

 

The New Supervisor: It Only Seems Like Fire Walking!


This workshop has been designed for new supervisors who have been in supervision for less than one year. Focus is placed on those issues that may be plaguing new supervisors. Upon successful completion of this program, participants will be able to:

·        review the roles and functions of a supervisor

·        discuss issues that are making their effectiveness difficult

·        create an action plan(s) for addressing self-improvement


Super Sessions- 1.5 Hour Seminars For Large Group Training- You can train your whole staff in one or two days with these 1.5 hour sessions as listed below.  Maximum of three per training day.

 

         Customer Service-Ambassadorship- From “first contact” impressions this program provides the refinement of communication techniques and customer service skills to create a culture of service excellence.  Every employee needs to be an ambassador to citizens and visitors alike.  This seminar focuses on skills needed, obstacles to overcome and achieving success.

 

         Creating a Harassment Free Environment -This workshop is custom designed to acquaint participants with the social issue of sexual and other forms of harassment and is keyed to your policy. 

 

          Differences Are US -This diversity workshop is custom designed to acquaint participants with the trends and changing realities of the face of America.

 

         Supervisory Awareness-This refresher course will update senior supervisors and new supervisors alike.  The seminar focuses on the necessary skill sets for supervising effectively in the public sector.  Focus is placed on how the role and challenges for supervisor has changed in the public sector and what is necessary now?

 

          Beyond Who Moved My Cheese-Adapting to Change in Challenging Times- This course focuses on the concept of change, recognizing it and moving your organization in the right direction.  Recapping the message from the mega-hit Who Moved My Cheese,  by Spenser Johnson, Steve presents the group changes that have impacted serving the public and what it will take to insure your organization’s survival in providing services in the future. 

 

         The New Reality In Delivering Public Services-Becoming a Service Survivor- This course focuses on the changes that have impacted serving the public and what it will take to insure your organization’s survival in providing those services in the future.  This session merges concepts of change and customer service seminars to show the challenges that await your organization.

 

          Retention Anxiety-  These sessions highlight the issues of present employee concerns over the economy and working for government.   Are your employees frustrated that their budgets are stressed, raises aren’t there, and the overall outlook is one of austerity and concern?  Are they tired of being told that they should be happy they have a job? You are not alone.  We have just developed a session that will give them a well-deserved “jolt” of humor and reality as we present a humorous presentation with a message about focus, change, and a new reality in government service delivery.  Let Steve “entertrain” your employees in this new “Super Session” where large groups can hear the message!  Two versions: General Employees and Supervisors.

 

Ethical Decision Making: The Public Trust-This new addition to our "Super Sessions"  is designed for all general employees to gain an appreciation for the importance of ethical choices in government at all levels. Participants will examine Florida Statutes and their local policy, if applicable. Ethical dilemmas will be discussed and upon completion 


Doing Workplace Investigations and Fact Finding-This new seminar teaches your supervisory staff how to do fact finding for a multitude of workplace occurrences. Steve takes your supervisors through a step by step sequence of what to do and what needs to be accomplished at each step.