Essential Management Skills
Two-day Course Outline

Day One

Module I     Introduction - Course Objectives

Module II    Service Profit Link
                 Why are you here?
                 Employee satisfaction = customer satisfaction = profit

Module III   Responsibility of a Manager
                 What are the duties of a manager?
                 How has the role of manager changed?
                 What will the future role be & how to prepare

Module IV  Leadership
                 What is your leadership style?
                 When to lead and when to follow

Module V   DiSC Profile (Option - Performance Evaluations)
                 Learning about your behavioral characteristics
                 How your behavior affects others
                 What to do to improve relationships

Module VI   Interpersonal Communications
                 The basics of communication
                 Killer phrases vs. keepers
                 Listening is the key to understanding

Module VII  Principles of Motivation
                 Motivational theories and how they apply
                 Learning about today's workforce & value systems
                 Applying principles to affect change

Day Two

Module VIII Managing Conflict Stress and Change
                 What is your conflict style?
                 How that affects your relationships
                 Learn ways to cope with stress

Module IX   Delegation
                 Why don't we delegate?
                 The benefits to delegation
                 How can we delegate better
                 How to take the risk out of delegation

Module X    Problem Solving
                 Learn the ten steps to problem solving
                 Work on an actual problem
                 Share results with the whole class 

Module XI   Legal Aspects for Managers
                 What to do and not to do legally
                 Things to watch for in interviewing
                 How to handle sexual harassment
                 Applying what you learn

Develop a plan of action to carry out when you return.  Each participant will prioritize and date each item to insure application of what they learn.  (It is recommended that managers follow-up with employees to review their plan of action to get the best value from the course.)