Training & Development

Training Courses

We offer training courses designed to develop your team’s core management, supervisory and service skills. Our most popular training courses focus on developing skills critical to building high-performing and effective teams, but we routinely develop a countless number of other courses tailored to the individual needs of our clients. Whether it's instructor-led training, facilitated focus group, or activity-based learning, our consultants will work with you to develop training solutions that address your organization's specific need.

Taking the right course — one of action

 

Louisiana Incumbent Worker Training Program

Louisiana Incumbent Worker Training ProgramIn an effort to be more responsive to the needs of community employers, SSA partnered with the state to provide quality educational and skills training for Louisiana’s existing workforce. Through this partnership, SSA can help your incumbent workers get the training they need at a cost you can afford.  Learn More ►
 

Course Descriptions

Adult Learning Styles

Intended Audience: All Employees

Objectives
•  Learn characteristics of various learning styles and how it affects performance in the workplace
•  Understand the learning process
•  Learn the value of a diverse workplace with multiple learning styles interacting
•  Understand how learning can involve thinking, emotion and behavior

Description
Because learning is a lifelong process, it is important for adult workers to understand their preferred learning styles in order for them to make the most out of learning opportunities in the workplace. This module will explore the various dimensions of adult learning styles and will guide participants in identifying their own in the context of large and small group discussion.

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Basic Supervision

Intended Audience: All Employees With Supervisory Responsibilities

Objectives
•  Understand the role of a supervisor
•  Create a motivating environment and learn motivational techniques
•  Identify characteristics of an effective leader and how your leadership style affects your employees
•  Develop discipline techniques and how to handle employee conflict
•  How to give feedback that helps your workers correct shortcomings and do their very best
•  Assess and develop your communication style and its effectiveness with your employees

Description
Proper training for new, front-line supervisors is essential. Without the basic skills of supervision, this new role often results in chaos for supervisors, employees, and the organization. This course will help new supervisors, and active supervisors looking for a refresher, develop skills to direct individuals and organizational work.

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Building Effective Teams

Intended Audience: All Employees

Objectives
•  Facilitate consensus decision making
•  Process information gathered from team members to work toward common goals
•  Evaluate and improve effectiveness of teams

Description
Planning, goal setting, problem resolution and performance improvement are the hallmarks of consistently successful organizations. Transforming conventional work groups into productive teams requires an effective team. To create such a winning team it is important to maintain an environment that encourages open communication, trust, commitment, patience and honesty. Participants will learn how to facilitate consensus decision making and process information gathered from team members to work toward common goals.

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Coaching a Winning Team

Intended Audience: Supervisors and Managers

Objectives
•  Distinguish between coaching and counseling processes
•  Identify signs or symptoms of poor performance
•  Identify potential root causes for poor performance
•  Apply effective coaching and counseling strategies to reduce or eliminate poor performance
•  Practice reflecting and probing skills to respond to employees effectively

Description
Helping employees become their best is one of the most satisfying aspects of a manager's job. This workshop teaches managers the four functions of coaching (counseling, mentoring, tutoring and confronting) and helps them understand a real-world model of coaching to enhance employee performance. Managers also receive specific feedback on their coaching performance.

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Conducting Effective Performance Appraisals

Intended Audience: Supervisors and Managers

Objectives
•  Provide a foundation for the appraisal and ongoing management process
•  Learn key skills, myths and facts for effective performance appraisals
•  Understand what employees want from performance appraisals
•  Learn how to make performance appraisals a positive experience for employees
•  Work with effective performance appraisal tools
•  Understand the full performance appraisal process, from planning to follow-up
•  Learn how to give positive and constructive feedback
•  Create a future performance plan

Description
If conducted properly, ongoing performance appraisals can boost productivity and morale, decrease turnover and absenteeism, and improve work quality and job satisfaction. In this session, participants will learn the best ways to give feedback, analyze and document individual performance, involve employees in the appraisal process and handle difficult appraisals.

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Conflict Resolution

Intended Audience: All Employees

Objectives
•  Assess participants’ conflict style
•  Discover how and when to use each style
•  Learn how to apply effective conflict resolution skills in the workplace

Description
Conflicts are a common and inevitable part of business life because individuals have different backgrounds and competing goals. Participants will identify the causes of conflict and its possible outcomes and learn how they can most successfully resolve conflict within the organization.

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Customer Service Excellence

Intended Audience: All Employees

Objectives
•  Identify your customers
•  Discuss customer focus and customer satisfaction
•  Learn how to manage customer expectations
•  Discuss different types of service environments
•  Discuss how to obtain customer feedback
•  Develop a personal commitment to meet or exceed customer expectations

Description
Excellence is a perception of the customer. Quality service will give you the competitive advantage, and providing better, faster service is what keeps customers coming back. In this session, participants will learn to manage customer service, develop service-oriented employees and create a customer-friendly system to meet and exceed expectations of internal and external customers.

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Dealing with Difficult People

Intended Audience: All Employees

Objectives
•  Learn how to analyze conflict and assess your conflict style
•  Understand how you deal with conflict
•  Learn uses and strategies for all conflicts styles
•  Reinforce and enhance good communication skills
•  Learn the stages of escalation and resolution
•  Understand different personality types
•  Develop strategies to minimize conflict by learning the skills necessary to handle each personality
•  Increase effectiveness in business situations when dealing with peers, subordinates and superiors
•  Defuse confrontational situations
•  Turn adversarial situations into opportunities to communicate openly and effectively
•  Change your behavior and that of others by active listening

Description
Deal effectively with difficult people by understanding what makes them act the way they do. Participants will learn specific techniques for handling each difficult personality type and learn strategies for meeting the challenges of dealing with difficult people. Conflicts and differences can be resolved positively if the techniques and tips discussed in this seminar are implemented.

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Delegation Integration

Intended Audience: Supervisors and Managers

Objectives
•  Understand common barriers of delegation
•  Describe several delegation style alternatives
•  Learn the importance of adjusting your style according to your staff’s needs
•  Determine what you should and should not delegate
•  Learn levels of delegation
•  Learn the steps of delegation, including an analysis of how participants’ spend their time

Description
Delegation is one of the most powerful tools available to a manager because it frees up time while giving employees the opportunity to take on more challenging tasks. Participants will explore what should and should not be delegated, to whom it should be delegated and how to follow up to ensure success.

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Effective Leadership

Intended Audience: Supervisors and Managers

Objectives
•  Learn the principles of high-performance leadership, and the characteristics of effective leaders
•  Learn leadership styles and determine which is appropriate
•  Learn what it means to be a dynamic, effective leader and acquire the skills necessary to lead 
•  Understand how employee perception reflects a leader’s effectiveness

Description
Strong leadership is what drives organizations toward future success. A culture that fosters the development of an effective leadership mindset begins at the executive level and permeates through the entire organization, reinforcing frequent and consistent communication and feedback. Participants will develop a personal leadership style that fits them and their work environment by learning the various leadership styles and techniques and determining the effectiveness of each style in achieving organizational goals.

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Effective Time Management

Intended Audience: All Employees

Objectives
•  Recognize key components of effective goal setting through time management
•  Discover time management strengths and self-management opportunities
•  Manage multiple priorities based on validity and urgency
•  Identify ways to deal with distractions and eliminate interruptions
•  Set appropriate goals and priorities
•  Learn strategies to improve concentration and increase efficiency

Description
If you are doing more and enjoying it less, it is time to get out of the trap and back to productive management. Everyone has an equal supply of time, but how that time is used is the vital factor in increasing productivity. Participants will learn practical techniques for controlling time and making it a manageable resource, as well as how to analyze how their time is spent, how to prioritize activities and how to increase productivity by delegating tasks.

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Leadership and Motivation

Intended Audience: Supervisors and Managers

Objectives
•  Understand the process of motivation
•  Understand what motivates employees
•  Learn how employees rank common job factors and how that can shape motivation
•  Discuss different types of leadership styles
•  Assess your own leadership style
•  Learn how to apply principles of leadership to motivate employees

Description
Understanding motivation requires an understanding of human needs. Participants will identify their own personal motivators and explore techniques to motivate others. The course facilitator will discuss motivational myths and ways that organizations kill motivation. Participants will work through real-life scenarios through interactive case study discussions.

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Leadership Skills for Women

Intended Audience: All Employees

Objectives
•  Discover your personal leadership style and understand the continuum of leader behavior
•  Learn the habits of effective people and analyze your personal time profile
•  Learn the levels of delegation and steps to appropriately and effectively delegate
•  Improve your effectiveness as a female leader through improved interpersonal skills

Description
The art of leadership comes from experience and a commitment to learning and listening. This course helps participants understand and develop the leadership skills required for business success. Participants will learn about communication styles, team building and differences between male and female leadership styles. Leadership Skills for Women is especially designed around the needs of women and will allow participants to develop the skills that every confident leader needs.

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Managing Change

Intended Audience: All Employees

Objectives
•  Learn about the process of change
•  Acknowledge why we resist change
•  Achieve buy-in from employees to support change
•  Think more imaginatively when planning for change
•  Implement change plans efficiently and effectively
•  Recognize your feelings about change at your organization

Description
Today’s competitive environment demands change–but most people are not comfortable with it. Participants will learn a methodology for managing change on an individual, departmental and organizational level, and learn why managing change is no longer an option–it is a survival skill. In this session, participants recognize the factors that make change difficult in organizations. In addition, participants learn how resistance to change can be overcome using effective managerial skills.

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Media Management

Intended Audience: Supervisors and Managers

Objectives
•  Learn fundamental rules for dealing with the media
•  Examine and analyze corporate crisis case studies
•  Learn how to anticipate media problems and address questions the media will ask
•  Learn the benefits of properly preparing to meet the media
•  Learn what you must do to get ready for an encounter with the press
•  Learn how to get your point across convincingly and successfully
•  Prepare participants for any media speaking engagement or other communication with the media

Description
A workshop to provide participants with concise rules in dealing with the media and to improve their comfort level in handling the media. Role plays of real-world scenarios are videotaped and discussed. This workshop prepares participants to anticipate problems and questions the media will ask and provides private and public sector managers the skills necessary to succeed when the questions tough.

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Meeting Management Skills

Intended Audience: Supervisors and Managers

Objectives
•  Learn key success factors for managing an efficient meeting
•  Understand how to define and control meeting behavior
•  Learn how to process and review meetings such that they have the most impact
•  Learn common barriers for conducting meetings and strategies to overcome potential problems
•  Keep content, process and structure on track to produce positive outcomes

Description
Consensus decision-making based on team interaction is central to employee involvement. Participants will focus on how to solicit and discuss input from subordinates. The course emphasizes conducting efficient and effective meetings.

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Multi-Generational Workforce

Intended Audience: All Employees

Objectives
• Provide information about what life experiences shaped how the different generations view the world of work and their role in the workplace.
• Help develop management strategies to ensure a positive work experience for both employer and employee.
• Identify misconceptions about different generations that may be getting in the way of effective management.
• Describe the factors that shape how employees in each generation view their role in the workplace and what positive traits they develop as a result of these factors.
• Identify concrete management strategies to help ensure that the needs of both the employer and the employee are met.

Description
Participants will discuss ways to overcome diversity obstacles in the workplace, and the struggles people of different generations experience when operating in the same work environment. Among the four working generations we interact with today (Boomers, Gen X, Gen Y, and Millennials), there exists differences but also many similarities that are often overlooked. These different generational dividers exist within all organizations, and it is important to not only recognize the differences but proactively manage these relationships to ensure happy and satisfied internal customers.

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Positive and Progressive Discipline — Not Punishment

Intended Audience: Supervisors and Managers

Objectives
•  Provide a progressive series of steps to handle everyday problems in the workplace
•  Identify the gap between desired and actual performance
•  Dismiss generalities, judgments, accusations or “attitudinal” concerns
•  Learn to conduct a performance discussion that results in an improved relationship 
•  Determine causes of performance and behavioral problems and how supervisors contribute
•  Explore the discipline process

Description
An important part of a manager’s authority involves disciplining employees. Effective managers must be able to discipline others in an appropriate and positive manner. Participants will discuss the barriers to discipline and learn techniques to improve their disciplinary efforts.

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Presentation Skills Workshop

Intended Audience: All Employees

Objectives
•  Identify and conquer anxiety when giving a presentation
•  Prepare and practice to ensure peak performance
•  Use proper voice tone and visual communication to gain attention
•  Motivate adult audiences
•  Gain group involvement and increase learning retention
•  Plan openings, closings and content outlines
•  Receive critical feedback for improvement

Description
This program examines the keys of successful presentations and allows hands-on practice in a group setting for maximum learning impact. Participants will explore the common sources of speaker anxiety and learn how to prepare and practice to make a good impression with each speaking opportunity.

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Problem Solving and Decision Making

Intended Audience: All Employees

Objectives
•  Discuss the components of the problem-solving process
•  Introduce the decision-making process and principles
•  Review the principles of team problem solving and group decision-making techniques
•  Determine the steps to effective brainstorming and discussion techniques
•  Assess problem solving and decision making approaches
•  Practice the decision-making process and techniques
•  Develop commitment for new ways to approach problems

Description
Repetitive problems consume large amounts of financial and human resources. How an organization addresses problems can mean the difference between finding permanent solutions and suffering future headaches. The course presents a systemic approach to problem solving building upon consensus decision-making techniques. Participants will work to solve problems in the session.

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Professional Telephone Skills

Intended Audience: All Employees

Objectives
•  Train customer-contact personnel in professional telephone skills and customer awareness
•  Teach participants to turn customer encounters into opportunities for improvement
•  Conduct a phone skills assessment and learn tools to improve upon participants’ current skill set
•  Learn how to be an active listener and successfully deal with complaints

Description
The way employees handle every single phone call determines whether an organization gains or loses business. Participants will learn professional telephone etiquette, including creating rapport with callers, taking messages properly, screening calls and dealing with complaints and questions.

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Projecting a Professional Image

Intended Audience: All Employees

Objectives
•  Simplify image issues, eliminate negative image cues and stimulate a positive image attitude
•  Create a wardrobe that includes clothing appropriate for both individual lifestyle and personal style
•  Increase confidence, credibility and productivity, thus contributing to professional success
•  Recognize and understand the levels of professional and business casual dress

Description
Dressing for success is dependent upon an understanding of organizational culture. Participants will discuss their particular cultures to determine what is professional or unprofessional in their work environments and receive tips to promote individual improvement. This course will provide strategies to dress for appropriate impact in all situations, and teaches participants to create a positive and lasting impression.

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Selection and Interviewing Techniques

Intended Audience: Supervisors and Managers

Objectives
•  Understand the various steps to successful recruitment and retention
•  Review which interview and employment questions to avoid
•  Learn to forecast the number of employees needed for your workplace

Description
One of the most important decisions an employer can make is the selection of new employees. Consequently, the more you learn about the applicant during the selection process, the more informed and reliable the hiring decision will be. Participants will learn a six-step hiring process designed to select the best employees. The course will cover legal selection questions, reference checks and interviewing questions. Effective interviewing probes and directive and nondirective techniques are included.

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Sexual Harassment Awareness

Intended Audience: All Employees

Objectives
•  Developing a clear understanding of what sexual harassment is and how it impacts people
•  Explore the responsibility of each employee to help maintain an environment free from harassment
•  Understand behaviors that can offend people
•  Clearly communicate that offensive behavior must stop
•  Understand the role of the supervisor, manager or human resource manager
•  Develop an environment where employees respect and value each other as individuals

Description
Public awareness of sexual harassment has increased; however, many organizations are still not properly equipped to deal with the issue. The purpose of this workshop is to explore the very real dangers of sexual harassment and learn how an organization can best be prepared to deal with it. Participants will review behaviors considered sexual harassment, discuss actual cases and learn to investigate complaints fairly and confidently.

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Stress Management: A Balancing Act

Intended Audience: All Employees

Objectives
•  Conduct a self-evaluation to assess personal levels of stress
•  Define and identify stress and its root causes
•  Recognize personal patterns of stress reaction
•  Learn practical tips and strategies to reduce and relieve stress
•  Understand the correlation between performance and stress
•  Develop new ways of dealing with stressful situations, people and attitudes
•  Learn how to live more balanced and productive lives

Description
Individuals faced with highly complex or changing work environments usually suffer from stress. Moreover, stress often hinders effective performance and this affects people on both a personal and professional level. Participants identify the sources of stress and develop techniques to begin to feel better and increase peak performance. This course provides practical, effective tools to avoid, reduce, and manage stress.

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Successful Negotiation

Intended Audience: Supervisors and Managers

Objectives
•  Conduct a negotiation self-assessment
•  Learn the fundamentals of principled negotiation
•  Learn how to negotiate positively and effectively
•  Understand how to negotiate inside your organization
•  Learn how to build better teams through negotiation

Description
Managers often face different perspectives and conflicting goals that arise from personal, interdepartmental, corporate and vendor relationships. The resolution of these situations often requires negotiations between parties. Participants will learn the principles of negotiating and develop specific approaches for typical situations.

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The Art of Communication

Intended Audience: All Employees

Objectives
•  Learn effective communication techniques
•  Understand keys to effective listening
•  Understand different types of communication and learning styles
•  Develop individual action plans to improve communication

Description
Participants will examine why communication is critical to individual and organizational success, as well as understand the communication process. The course explores barriers to effective communication and the importance of gathering and giving feedback, with special a special emphasis placed on effective listening skills.

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Train-The-Trainer Workshop

Intended Audience: All Employees

Objectives
•  Discuss the characteristics of adult learners
•  Understand the components of effective presentations
•  Discuss on-the-job training techniques
•  Discover how to handle difficult participants
•  Practice your new skills

Description
This workshop provides specific techniques to improve one’s ability to make a group presentation. The course helps “non-trainers” who, as part of their jobs, are required to train or to make presentations.

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Understanding Self and Others

Intended Audience: All Employees

Objectives
•  Understand the different personality types
•  Assess your own personality type
•  Identify with whom you are most effective
•  Learn to improve effectiveness with others
•  Become more effective in interpersonal relationships
•  Understanding yourself and others in a more meaningful way
•  Identify personality strengths and weakness
•  Learn techniques for adopting their style to deal more effectively with others in any setting

Description
To be most effective in the work environment, employees must understand themselves and others better. Participants complete behavioral instruments that identify personality strengths and weaknesses. This course explores techniques for adapting a behavioral style to deal with superiors, peers, subordinates and clients.

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Valuing Diversity

Intended Audience: All Employees

Objectives
•  Understand the aspects of diversity and inclusion, and how each impacts your organization
•  Explore your own cultural prejudices
•  Understand and recognize the value of basic human differences
•  Identify the different dimensions of diversity
•  Recognize the synergistic effect possible when a diverse group of people work together
•  Utilize a method to assess personal skills, abilities and motivations
•  Illustrate how cultural differences may impact behavior
•  Increase awareness of the impact of culture in the workplace
•  Demonstrate skills for managing a culturally diverse workforce

Description
Today’s managers face an increasingly diverse workforce with more women, minorities and immigrants. While diversity can be a rich source of new perspectives and novel approaches to old problems, it also presents challenges to employees. Participants will address issues related to understanding and capitalizing on diversity.

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