Section A: Mentoring
? Introduction
? Course Overview
? The Story of Mentor
? What is Mentoring?
? Helping Agents
? Mentoring Relationships
Section B: Mentoring Skills
? Communication Skills
? Shifting Context
? Listening
? Feelings and Feedback
? Productive Confrontation
? Providing Information
? Authority and Permission
? Exploring Options
Section C: Mentoring for Results
? Negative Behaviors
? Mentoring Challenges
? Enjoy the Rewards
? Case Studies
? Conclusion
Working Together
Section A: Working Together
? Introduction
? Key Fact
Section B: Manage Your Mind
? Differences
? Stereotyping
? Cultural Discomfort
? Key Fact
Section C: Manage Your Words
? Words and Culture
? The Humor Dilemma
? Key Fact
Section D: Manage the Unspoken
? Time, Space, Touch
? New Awareness
? Key Fact
Section E: Putting Diversity to Work
? The Rewards
? Conclusion
Section A: Team Building
? Introduction
? Course Overview
? Key Fact
Section B: Groups vs. Teams
? Why Teams?
? Team Leaders
? Key Fact
Section C: Planning and Organizing
? Organizing
? Leading Meetings
? Content and Structure
? Goals and Motivation
? Key Fact
Section D: People Skills
? Assertiveness
? Coaching and Counseling
? Key Fact
Section E: Solving Problems
? Conflict
? The Process
? Key Fact
Section F: Teaming for Success
? Building Teams
? Successful Teams
? Conclusion
Section A: Employee Productivity
? Introduction
? Changing Workplace
? Employee Input
Section B: Suggesting for Success
? Overview
? Successful Suggestions
? Benefits
Section C: Value Management
? Defining Value
? Functions
? Defining Functions
Section D: Improving Productivity
? Overview
? Gather Information
? Identify Functions
? Generate Ideas
? Consolidate Ideas
? Evaluate Ideas
? Recommend the Idea
Section E: Productivity Plus
? Overview
? Employee Input
? Suggestion Systems
? Finding Functions
? Six Success Steps
? Team Productivity
? Conclusion
Section A: Effective Meeting Skills
? Introduction
? Course Overview
? Why Meetings?
? Types of Meetings
Section B: Planning Meetings
? Four Ws
? Agendas
? Time and Place
? Layouts
Section C: Conducting Meetings
? Leading Meetings
? Interaction
? Handling Conflict
Section D: Improving Meetings
? After the Meeting
? Group Responsibilities
? Distractions
Section E: Meeting Success
? Keys to Success
? Conclusion
Section A: Team Problem Solving
? Introduction
? Course Overview
? Fact File
Section B: Problem Recognition
? Process
? Gathering Information
? Fact File
Section C: Problem Labeling
? Data Collection
? Labeling Techniques
? Defining the Label
? Fact File
Section D: Problem-Cause Analysis
? Root Cause
? Techniques
? Fact File
Section E: Optional Solutions
? Confirming Root Cause
? Search for Solutions
? Fact File
Section F: Resolving the Problem
? Decision Making
? Fact File
? Action Planning
? The Six Steps