- Training Programs on Demand -
 

Course Catalog

- Featured Seminars -

Dealing With Task Overload™
(click here for details)
Project Management for Contractors™
(click here for details)
Powerful Painless Presentations™
(click here for details)
Gleaning Facts From Figures™
(click here for details)

Index of Available Courses
 

Courses Descriptions

Dealing With Task Overload™^*
Practical Skills for Managing Multiple Tasks and Competing Priorities

Today's knowledge-worker deals in the realm of information and ideas . . . creative products that are affected by work habits as well as work conditions. As a knowledge-worker, you also know that your success on the job depends on your ability to manage multiple tasks, multiple bosses, and multiple priorities . . . all of which compete for your time and attention simultaneously. This workshop addresses this reality head-on. It deals with managing your tasks, circumstances, and personal work habits more effectively, allowing you to maximize your creative energy and the vitality. In this workshop you will learn practical skills, aided by special tools, for managing multiple tasks and conflicting priorities. You will also learn tactics for coordinating multiple projects and juggling competing demands on your time and attention from multiple bosses. Furthermore, with the aid of our Task Orientation Style™ assessment instrument, you will gain insight into your personal task management style and how to benefit from this information to enhance your performance. Here are the topics covered in this timely workshop:

* This program is alternately titled Multitasking Skills and Tools Workshop™

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Selling to Women & Couples *

*Also titled Bridging the Gender Gap: Selling to Her, Him and Them

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© Roberts & Roberts Associates • Plano, TX • (972) 596-2956 • www.R2assoc.com

Personality Based Selling™

Master the secrets of personality based selling and your closing rate will soar. In this advanced, skill-building seminar you will learn valuable techniques to quickly develop rapport and avoid communication “disconnects” that can kill the sale—whether selling to women, men, or couples. Discover how to see and hear yourself through the eyes and ears of the client. Learn techniques to avoid counter-productive and costly personality “misreads” that derail your message and cost you countless sales. Also, learn how to adapt your style to the client’s personality style, without appearing insincere and losing your personal identity.

- Topics -

• Applying the Shaw Principle to Personality Based Selling

• Characteristics and Behaviors of the Four Personality Styles

• Understanding Your Own Personality Style and Comfort Zone

• Quickly Assessing Your Client’s Personality Style and Comfort Zone When

• Face-to-Face or Over the Telephone

• Adapting Your Style to the Client’s Personality Style

• Identifying What Each Style Values When Making Purchasing Decisions

• Identifying What Irritates Each Personality Style—Avoiding Inadvertent Disaster

• Adapting Your Style When Dealing With Couples and Differing Personalities

• Understanding and Managing Personality Styles in Tense Situations

• Understanding the Style-Related “Must-Haves” to Close the Sale

Includes: A Resource Guide and self-assessment for each participant.

Option: Five on-line peer/associate assessments on each participant.

*Also titled Personality Based Selling to Women & Couples™

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Customer Service With Class

Owners, managers, customer service, sales, and service people will learn how to project confidence and professionalism, and be more diplomatic when dealing with people, including difficult people. Also, how to quickly and professionally resolve conflicts with internal and external customers. These strong customer service skills put money on the bottom line, no matter what business you are in.

Duration: 1-day.

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Service Technicians and Women Customers

Did you know that 68% of customers leave because of the attitude of an employee? This is especially acute when it comes to women customers. The only thing customers have to rely on when they come in contact with a service technician is what they see and what they hear -- their first impression. This seminar is designed to enhance your service tech's attitude and image, trust and communication with women customers. They will learn tips about the "little" things they can do to create a lasting positive impression and keep customers for life. This half-day seminar is presented in an upbeat, entertaining way, complete with rich content and guaranteed "take away" value.

Duration: ½ day.

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Communication Skills For
Technicians & Service Representatives

Technicians and service reps are often the most important link between a company and its customers. Their effectiveness in communicating is a critical factor that customers will use in deciding whether or not to do repeat business with the company—frequently on equal par with their technical skills. This seminar is geared for technicians and service representatives who have to interface directly with clients, often in tense situations when miscommunications (in either direction) can be disastrous.  Participants in this program will learn how to express what they wish to communicate without offending the customer—in their words, their tone of voice, and their body language.  They will also learn how to ask and answer questions diplomatically, how to deliver bad news, how to listen with empathy, and how to communicate technical information in the language of the customer. Note: there are three options for this program that determine whether the seminar is a half-day or a full-day in duration.

Topics

• Communications Disconnects Between Customers and Technicians

Circumstances and root causes of communications problems between technicians and customers
Understanding the AIAI principle of communications
Applying the AIAI principle to challenges that the participants have encountered on the job

• Communication Skills

From a woman's point of view versus a man's point of view
10 Barriers to active listening
2 Easy steps to break the 10 barriers and become an active listener
7 Questioning tips to get to the real problem
7 "Never say" phrases and put-offs
Calming angry customers while maintaining your composure
5 Things you should always do to create a lasting, positive impression
How to deliver "bad news" with sensitivity and empathy
Communicating technical facts and information to non-technical customers

• Body Language—Yours and Theirs

Recognizing body language patterns
Paying attention to the silent signals that are you sending to the customer
Interpreting the silent signals that the customer is sending you

• Relating and Communicating Styles

Understand your own Rel-Com style
Identify the customer's Rel-Com style
Adapting your Rel-Com style to that of the customer

Delivery Options

Option 1: Half-day. Does not include the Relating and Communicating Styles material or assessment.

Option 2: One-day. Includes the Relating and Communicating Styles material and a self-assessment for each participant.

Option 3: One-day. Includes the Relating and Communicating Styles material, a self-assessment and 5 peer/associate assessments for each participant.

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Silent Signals

Discover the "silent signals" that you and everyone consciously or unconsciously use that "speak" louder than words. Learn to "read" your internal and external customers through their actions as well as their words. Characteristics such as gestures, eye movement and mannerisms relay important information that influences perception, behavior and ultimately critical outcomes -- hiring decisions, or whether you gain a sale or lose it. It's vital to be aware and more importantly to interpret what those characteristics mean. Do they need reassurance or are they hiding something? What silent signals are you sending - openness and confidence or frustration and nervousness? Develop your skills to adjust your silent signals to project confidence and trust.

Duration: ½ day.

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Powerful Painless Presentations™

You will learn practical skills to quickly design and develop a powerful persuasive presentation. This seminar emphasizes how to get and keep an audience's attention, how to present your message with confidence, clarity, and conviction whether to one or to hundreds. You will learn specific techniques to control nervousness and fear. Also, how to deal with "difficult" audience members. Presentations will be videotaped and coaching will be provided.

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Managing Relating & Communicating Styles

Develop expertise to immediately increase your interpersonal skills with people -- in both your business and personal relationships. Learn valuable techniques to quickly develop rapport and avoid communication "disconnects" with colleagues, customers, and suppliers. Discover how to enhance your skills to overcome barriers in both written and oral communication. Develop skills to accommodate different relating and communicating styles for enhanced team performance. Also, learn techniques to avoid counter-productive and costly personality conflicts.

Workshop includes a self-assessment and five peer/associate assessments per participant

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© Roberts & Roberts Associates • Plano, TX • (972) 596-2956 • www.R2assoc.com

Negotiating Without Confrontation

This workshop is designed to give you the practical skills you need to represent your interests in tough negotiating situations. Skills that will help you hold your own without being intimidated by the confrontational style of the so-called “hard-nose” negotiator or the winner-takes-all style of the competitive negotiator. This workshop also covers contemporary issues, such as team-based negotiations and negotiating via e-mail. The concepts and methods covered in the workshop are reinforced through skill practices that simulate realistic negotiating scenarios.

• The 3 Negotiating Levers
• Reading & Understanding Negotiating Styles
• Games That Adversarial Negotiators Play
• Games That Competitive Negotiators Play
• The Psychology of Negotiations - 12 Key Factor
• Expanding Your Options
• Critical Mistakes Made During Negotiations
• Negotiating Tactics & Techniques
• Staying Calm Under Pressure
• Words & Tone of Voice
• Giving & Taking Concessions
• Telephone & E-Mail Negotiations
• Competitive Bidding

Duration: 1-day.

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Nothing kills teamwork and saps productivity and enthusiasm like conflict and confrontation. Nor is anything more distressing than trying to work with people who appear to thrive on conflict, strife, and confrontation . . . whether they be customers, co-workers, subordinates, or family members.  This timely workshop builds skills in dealing with these issues . . . stress, conflict, difficult people, confrontational situations . . . both on the job and in your personal life.

As an active participant in this workshop you will learn how to . . .

• Uncover the hidden meaning in difficult encounters
• Discover behaviors (yours and theirs) that incite reaction
• Transform the cycle of conflict into cooperation
• Interpret the spirit of intent
• Deliver bad news
• Turn emotions (yours and theirs) to reason
• Recognize when stress is about to lead to "dis-stress"
• Deal with stress effectively

• Relating and Communicating Styles (Yours and Theirs)
• Measuring Your Type-H Factor
• Preventing Conflict Using Pro-active Communications
• 5-Step Process for Dealing With Conflict
• Interpreting the Structure of Difficult Encounters
• Uncovering Motives and Intents
• How to Be Heard and Understood
• Bringing Out the Best In People At Their Worst
• How To Preserve Your Dignity and Self-Esteem Under Fire
• How to Mediate Conflict and Manage Stress
• Dealing With the 10 Most Difficult Personalities . . .

Duration: 1-day.

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Dealing With Strong Personalities
in Challenging Circumstances

This interactive workshop is designed to build skills in dealing diplomatically and confidently with individuals who are often described as “direct and opinionated.” The participants will also learn how to apply a simple, repeatable model to challenging circumstances and encounters, thereby bolstering the “aura” of self-assurance that they sense in themselves and also project to others. Each of the skill areas covered in the workshop will be developed and reinforced using the following four-step process: 1) clarifying the principle, 2) analyzing an example, 3) working through a skill-practice scenario, and 4) identifying action steps that are personal and specific.

• The Anatomy of Conflict
• Understanding and Applying the AIAI Model
• How Decision Makers Process Information and Make Decisions
• Clarifying the Underlying Concern and Framing the Issue
• Dealing With Personal Attacks and Intimidating Remarks
• Dealing Tactfully and Confidently With People Who Outrank You
• Getting Your Point Across With Clarity and Conviction
• Conveying a Sense of Urgency When Necessary To Do So
• Delivering “Bad News”
• Reading the Situation—Recognizing and Reacting To Sensitive Issues
• Your “Silent Signals” (body language) and What They Communicate
• How To Disagree Without Being Disagreeable
• Respecting Egos—How To Let Others Save Face
• Maintaining Composure Under Stress
• Negotiating Compromises
• Utilizing Confirming Skills
• Discussion and Analysis of Job-Specific Challenges

Duration: 1-day.

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© Roberts & Roberts Associates • Plano, TX • (972) 596-2956 • www.R2assoc.com

Embracing Change: Excellence In Life & Work

The Embracing Change: Excellence in Life and Work workshop provides the tools you need to achieve your goals and live a purposeful life.  You will learn how to thrive in the face of change and uncertainty, how to transform personal and professional relationships, and how to sustain drive, energy and enthusiasm.  Your life will be forever changed by the skills you learn in this workshop—skills that will benefit you in your career as well as your personal life.

• Challenging Your Perceptions

• Playing Well With Others

• Understanding How Your Creative Mind Works

• Tapping the Power of Proleptic Thinking

• Linking Thoughts, Perceptions and Attitudes to Behavior

• The Dynamics of Vividly Imagining

• Expanding Your Comfort Zones

• Discovering Why I Do What I Do Not Want

• Staking Your Claim

• Affirming Your Goals

• Infusing Life Into Your Goals

• Sustaining Drive and Energy to Achieve Your Goals

• Dwelling in Excellence

Duration: 1-day.

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Managing the High-Performance Project Team

Seventy to 80 percent of the problems that arise in the project environment stem from human, rather than technical, concerns. Nevertheless, project managers are often better equipped to deal with the technical concerns. Consequently, the so-called "soft issues" - which are really the hard issues - are expected to sort themselves out.

Duration: 1-day seminar (discussion and concepts) or 2-day workshop (with exercises and case studies added).

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Project Management Workshop

This workshop deals with Project Management from a project lifecycle perspective. Issues related to accelerating the project are also discussed. Project management is positioned as a systematic, team-based approach to planning and organizing the project and fulfilling stakeholder expectations. The participants acquire practical skills in, planning, tracking, reporting, and controlling a project. Topics will be emphasized as necessary to deal with specific areas of concern. The participants also work in teams to develop an actual job-related project plan.

Duration: 2-days.

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Managing Stress in High-Pressure Projects™

This workshop builds skills in handling stress that arises in high-pressure projects—often due to interpersonal conflict, challenges in meeting tight deadlines, and unrelenting pressure to “do more with less.”  Unlike programs that focus on recovering from stress overload after-the-fact, this workshop places balanced emphasis on three stress management strategies: Stress Prevention, Stress Recovery, and Stress Tolerance. The subject matter is also complimented by the use of two personal assessment tools: the Project Stress Factors AssessmentÔ and the Task Orientation Styles AssessmentÔ.  Here is a breakout of the elements covered in the workshop.

Good Stress Versus Bad Stress

•  Yerkes-Dodson Law

•  Chronic Stress versus Acute Stress

•  Two Types of Stress-Induced Errors

•  Impact of Stress on Personal Performance

 Overview of the Stress Response Mechanism

• Physical Stress Versus Psychological Stress

• Limitations of the Response Mechanism in Dealing With Job-Related Stress

 Sources of Stress in High-Pressure Projects

• Stress Factor Categories

• How Stress Patterns Shift Over the Project Lifecycle

• Project Stress Factors Assessment™—Identifying Stress Factors Within Your Project Environment

 Stress Management Strategies

• Stress Prevention

• Stress Recovery

• Stress Tolerance

 Stress Management Tactics

• Reducing Stress Related to Uncertainty

• Taking Control of Your Circumstances

• Creating Healthy Frustration Outlets

• Maintaining a Positive Mental Attitude

• Creating and Fostering a Support Network

• Recognizing Your Trigger Points

Utilizing the Stress Management Map™

• Using the Stress Management Map™ to Devise a Circumstance-Specific Stress Management Plan

• Identifying Opportunities for Immediate Application

Managing Your Workload

• Workload Management Strategies

• Barriers to Effective Workload Management

• The Key to Changing Your Behavior

• Managing Multiple Bosses and Competing Demands on Your Time and Attention

Task Orientation Style™

• Assessing Your Personal Task Orientation Style™

• Link Between Stress and Task Orientation Style™

• Overcoming Self-Defeating Behaviors

Toolkit for Reducing Project-Related Stress

• Using Pareto Analysis To Clarify Priorities

• Using the Task Collaboration Chart to Coordinate Activities With Peers

• Using the Workload Spreadsheet to Assess the Impact of Schedule Changes and Task Additions

• Using the CRIA Form to Assess the Impact of Change Requests

• Tools for Reducing Risk Uncertainty

Special Stress Management Considerations for Managers

• Manager’s Role in Proactively Managing Stress

• The Importance of Energy Management

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Understanding & Applying Microsoft^® Project
- A Hands-On Workshop -

Duration: The full workshop requires 12 hours (1.5 days). When combined with the Project Management Workshop, 2-days of class time are required. A 1-day version is available to those who have had experience using a project management software tool.

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© Roberts & Roberts Associates • Plano, TX • (972) 596-2956 • www.R2assoc.com

Project Management With MS Project

This workshop integrates content from two programs: the Project Management Workshop and the Understanding & Applying Microsoft Project Workshop. Participants will learn practical project management skills while concurrently gaining hands-on experience in utilizing MS Project.  The emphasis is on building a solid project management foundation using MS Project as a "tool" to leverage the project manager's time and efficiency in planning, organizing, and executing projects. This applied approach to learning MS Project is at least 50 to 75 percent more effective (in terms of retention and context-relevance) than "cram courses" that focus on memorizing every nuance of the tool.

Duration: 2-days.

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Managing Accelerated Projects™

If your organization places a premium getting products or services "out the door" on an ambitious schedule . . . you'll benefit from this workshop. More and more companies are discovering that rapid delivery is a key factor in being competitive and profitable. This is especially true in today's world where technology turn-over is measured in months rather than years - causing requirements to change mid-stream! The common practice of throwing resources at the problem or simply admonishing people to work smarter doesn't address the real issue: how to consistently plan, develop, and deliver projects on an ambitious schedule. Managing projects on an accelerated schedule requires special methods and skills. In fact, many "standard practices" in traditional project management can actually hinder the development of products or services on an ambitious schedule.

Duration: 2-days.

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Project Management for Contractors

Contractors deal with projects that are unique in terms of scope, risks, working conditions, and customer expectations. Whether building and installing a commercial system or working with an architect to design a new system, timelines are tight, the margin for error is small, and the work has to be coordinated with other parties. To compound matters, the contractor may be supporting multiple projects concurrently. This workshop focuses on the special challenges of managing projects in this environment, giving contractor personnel the skills they need to effectively plan, manage, and organize their projects, while minimizing surprises and missed deadlines.

Duration: 1-day.

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Work-Right Workshop™

Tools and Techniques for Minimizing Costly Human Error and the Need for Rework

In the contemporary workplace, employees are under increasing pressure to “do more with less.” Accompanying this is an increased likelihood for the occurrence of two types of errors: errors of omission and errors of commission. The Work-Right Workshop™ addresses this issue head on. The participants in this workshop will acquire practical knowledge and skills for enhancing their personal performance by reducing costly human errors. Simple, but effective, tools and techniques to reduce the likelihood of errors that result in delays and rework are introduced and reinforced through exercises and skill practices. Also covered are techniques for identifying systemic factors that make conditions ripe for errors or prevent them from being detected and prevented early on. The course culminates by having each participant complete a personal plan of action for identifying and eliminating errors on the job and selecting targets for improvement.

Duration: 1-day.

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Managing Internal Projects
A How-To Course for Successfully Planning & Executing Organizational Projects

Internal projects are projects that organizations undertake to support operations, sales, and marketing. Because they deal primarily with internal resources, the dynamics of managing such projects are different from managing external, or so-called acquisition projects.  Examples of such projects include upgrading an IT system, deploying a new marketing campaign, planning a new facility, or developing an internal training program. This intensive workshop focuses on the minimum skill-set necessary for planning, managing, and organizing such projects. The participants will be given the opportunity to apply the principles to a current job-related project.

Duration: 1-day.

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© Roberts & Roberts Associates • Plano, TX • (972) 596-2956 • www.R2assoc.com

Failure Mode & Effects Analysis Workshop

What is FMEA?
Failure Mode and Effects Analysis (FMEA) is powerful, easy-to-use risk management tool for identifying and preventing problems. It is especially helpful in preventing problems that arise during the development of new products and services - often as the result of parochial interests and "communication disconnects" between work groups. FMEA forces problems to the surface that could otherwise go undetected until too late - the kind of problems that show up in the form rework and delays in meeting delivery schedules. FMEA is used throughout business and industry, including all U.S. auto makers. Product-producers as well as service-providers can benefit from using FMEA.

Special Workshop for Managers: A special ½-day workshop for managers is recommended in advance. This workshop will provide an overview of FMEA, including a discussion of the key management issues related to implementing and getting results out of FMEA.

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© Roberts & Roberts Associates • Plano, TX • (972) 596-2956 • www.R2assoc.com

Measuring and Monitoring
Organizational Performance

- Bridging the Gap Between Six-Sigma and Balanced Scorecards -

This course is geared for managers and other professionals who are responsible for measuring and monitoring the performance of the organizations in which they work.  It is based on four premises: 1) the people within the organization are the most knowledgeable of its systems; 2) there are tangible and intangible benefits from involving these individuals in measuring and monitoring the systems they support; 3) narrowly-focused solutions can sub-optimize the system; and 4) basic quantitative tools can be used for measuring and monitoring organizational performance without relying on complex statistical techniques, methods designed for defect-reduction, or a cadre of analysts to spearhead projects.

The course centers on maximizing the potential of seven performance-enhancement levers: Processes, Policies, Procedures, People, Projects, Productivity, and Priorities—collectively referred to as the 7-P LeversÔ.  The participants will learn how to identify critical aspects associated with each of these levers, how to establish key performance indicators (KPIs), and how to monitor, track, and communicate the status of the performance-enhancement process over time.  This is a hands-on course that actively engages the participants, giving them ample opportunity to apply the principles and techniques to their own circumstances.

Topics

• Overview and Rationale for the 7 Performance LeversÔ
• Performing a System Assessment - Relooking the "Box" From Outside-In and Inside-Out
• Considerations for Establishing and Using Performance Metrics
• Monitoring and Analyzing Performance Patterns
• Decomposing the 7 Performance LeversÔ
• Identifying the Key Performance Indicators Within the 7-P LeversÔ
• Planning Your Measurement and Monitoring System
• Running the Numbers
• Establishing Baselines and Performance Expectations
• Launching and Maintaining the System
• Collecting and Recording Data
• Fine-Tuning Your Performance Measurements
• Establishing an Action Plan for Handling Anomalies
• Dashboard Designs - Best Practices and Recommendations
• Managing the Unmeasurables - Suggestions for Handling Qualitative Data
• Using Excel and Other Tools to Assist in Measuring and Monitoring Performance
• Nurturing a Performance-Driven Culture (this topic is intended for executives)

Duration: This is a two-day workshop that requires extensive involvement on the part of the participants.  A 2-hour briefing is also available for executives and other policy makers.

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Process Reengineering Workshop

An intensive how-to workshop on process reengineering that requires a high degree of involvement and interaction on the part of the participant. The program steps you through a reengineering framework from end-to-end. Specially adapted tools and techniques are also demonstrated and practiced. The ultimate goal is to instill the knowledge and skills necessary to increase the likelihood of success of your reengineering initiatives, while avoiding the mishaps that have destined many such projects for failure. The workshop consists of the following:

This course was designed and is instructed by the author of the book . . . .

Process Reengineering Fundamentals
Covers the basic components of a process reengineering initiative, including the framework, critical success factors, and a description of five process classifications.

Special Challenges and Risks
Describes two of the most common situations that are characteristic of "messy processes" and what to do about them. Also examines "red herrings" that are often put forward as objections to pursing a reengineering initiative.

Opportunity Assessment
Explores tools and techniques for identifying possibilities and alternatives for the reengineering initiative, starting with an "organizing principle" that is linked to customer satisfaction or other strategic organizational objectives.

Process Analysis
Demonstrates how to assess the as-is status of the process. Also describes why this is important to know and how this information can be used to target specific areas for improvement, rather than starting with a blank slate.

Reengineering the Process
Covers tools for reengineering the process. Also examines 24 enhancement strategies for streamlining the process while maximizing its strategic intent.

Planning and Implementing the Transition
Examines two key issues to consider when making significant infrastructure modifications, including a discussion of the "pilot test" as well as factors to consider when phasing-in changes to the process.

The Reengineering Team
Describes the composition of the reengineering team, including roles and contributions of the team members. Also describes pitfalls to avoid when communicating the status and intent of the reengineering project with others. 

Planning and Managing the Reengineering Project
Brings specially adapted elements of project management to bear on the reengineering project, ensuring that the project will be planned and executed with discipline and in a timely manner. Also discusses factors to consider in managing change from a human perspective so that the stakeholders will be supporters rather than saboteurs.

Duration: 2-days. A special ½ day briefing is also available for executives, reengineering team leaders, reengineering "czars" and process owners who will be impacted by reengineering initiatives.

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Statistical Process Control for Users

This workshop is intended for those who need a practical understanding of Statistical Process Control (SPC). These are often individuals and teams who have been charged with using SPC on the job -- in other words, "front-line" employees who have been empowered to prevent and solve problems at their source. The course provides a easy-to-understand introduction to SPC for those who wish to put the concepts into immediate practice. It purposely steers clear of abstract statistical concepts that are confusing and often intimidating to non-specialists. Practical exercises are used throughout the workshop.