Course Catalogue 2012

1. Enhanced Solutions to Improve Performance Goren and Associates Course Catalogue 2012 We believe training is a process, not an event…

2. Table of Contents Table of Contents Table of Contents 2-3 • Leaders, Managers, Supervisors • Managing Multiple Generations 5 • Problem Solving & Decision Making 6 • Managers to Leaders 7 • Leading During Times of Change 8 • Resilient Leadership 9 • Deterring Workplace Bullying 10 • Facilitation Skills 12 • Communication Skills for Leaders 12 • Coaching Skills for Leaders 13 • Winning the Talent War 14 • Keys to Effective Supervision 15 • Time Management 16 Goren and Associates

3. Table of Contents Table of Contents • Management and Staff • Adjusting to Stress & Change 17 • Communication Skills 18 • Wowing the Customer 19 • Emotional Intelligence 20 • Team Communication 21 • Working Together as a Team 22 • Deterring Workplace Violence 23 • Telephone Answering Skills 24 • Valuing Diversity & Inclusion 25 • Collaborative Negotiation 26 • Dealing with Difficult Customers 27 • Effective Meeting Management 28 • Deterring Sexual Harassment in the workplace 29 • You, Inc. Create Your Personal Brand 30 • Conflict Management 31 • Keys to Effective Delegation 32 • Influencing for Trust & Success 33 • Team Makeover; Restoring Team Functioning 34 • Power Listening 35 • Create a Motivation Environment 36 • MBTI or DISC Assessment 37 • Difficult Conversations 38 • Healthcare Customer (Patient) Focus 39 Goren and Associates

4. Table of Contents Table of Contents • Management and Staff (continued) • Tools for Creativity and Innovative Thought 40 • Anger Management 41 • Precision Selling 42 • Reducing Negativity in the Workplace 43 • Collaborative Team Leadership 44 • The Power of Attitude 45 • Effective Distributed Teams 46 • Behavioral Interviewing Skills 47 • Managers to Mentors 48 • Performance Coaching 49 • Communicating Requirements to Offshore Resources 50 • T-3: Participant Centered Training 51 • Situational Leadership 52 • Project Management 53 • Project Management Overview for Executives 54 • Managing the Service Provider 55 Goren and Associates

5. Managing Multiple Generations Duration: 8 Hours For Management Course Description: There are currently four generations operating in today’s workforce. Contemporary managers and leaders must juggle both the needs of the organization, with the varying strengths and weaknesses of generational groups. This course provides communication, motivation, engagement, and management tools and techniques designed to leverage the leaders’ strengths in effectively managing each generation. Special attention is paid to developing strategies designed to increase productivity through harnessing the power and special attributes of each group. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Recognize differences between the four generations represented in today’s workforce • Identify main motivational drivers for each generation • Determine specific communication, motivation, and engagement strategies for each group • Apply different management approaches • Use leadership skills to manage each generation • Develop an action plan for bridging the generation gaps Goren and Associates Outcome: Improved leader to employee interaction resulting in higher workforce retention, enhanced recruitment, and improved talent management.

6. Problem Solving & Decision Making Duration: 8 - 16 Hours For Management Course Description: Successful organizations recognize that organization-wide critical thinking and creative solutions to problems can significantly drive overall business success. This course provides a model and framework for a clear and consistent problem-solving and decision-making process. Participants apply this model and are introduced to multiple strategies, tools, and techniques to add to their problem-solving toolkit. This course is based upon active learning, with rich, interactive exercises, applied experiences, and business-related case studies. Participants will also apply the problem-solving and decision making methodology to company work-related problems. Learning Objectives: At the end of this course, participants will be able to: • Define a problem • Apply a seven (7) step problem solving model • Apply a decision making model • Recognize the difference between a problem and a decision • Identify problem solving styles • Identify personal and team roadblocks to success • Develop action plans • Practice with problem solving and decision making tools Goren and Associates Outcome: Improved ability to define and solve the “right” problem resulting in increased efficiency, and streamlined and consistent problem solving and decision making across the enterprise.

7. Managers to Leaders Duration: 4-8 Hours For Management Course Description: Managers manage; leaders inspire and motivate. This course focuses on the differences between managing and leading while maintaining consistency in all areas of business operations. Team building, communication, leadership style, and fostering a positive work environment are addressed. Emphasis is placed upon building a variety of leadership skills. This course is based upon active learning, with rich, interactive team-based exercises, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Identify the differences between managers and leaders • Identify team leadership styles • Explore leader behavior • Recognize the elements of building positive relationships • Discover what motivates people, and how to create a motivating climate • Identify levels of trust • Explore and understand common approaches to discipline • Practice a non-punitive approach to dealing with negative behavior Goren and Associates Outcome: Enhanced leaderships skills resulting in improved departmental functioning, communication, and team interpersonal relationships.

8. Leading During Times of Change Duration: 8 Hours For Managers Course Description: Change is a strategic imperative in today’s businesses, and leaders play a critical role in organization change planning and implementation. During times of change, employees look to leaders to effectively manage people, processes and culture in alignment with business strategy. This program is designed to equip leaders with the strategies, skills, and techniques needed to manage change while creating a climate of trust and open communication. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Analyze the process of change • Identify changes taking place in the organization • Effectively manage the change process • Recognize and manage reactions to change (self, employees) • Recognize the psychological issues associated with change • Apply powerful communication strategies • Identify levels of trust • Master techniques to help employees deal with negative reactions to change Goren and Associates Outcome: Enhanced leaderships skills resulting in open communication, and the creation of a positive vision of a change altered workplace. These skills may serve to streamline an accelerated acceptance and adoption of business critical change.

9. Resilient Leadership Duration: 8 Hours For Management Course Description: The Harvard Business Reviewstated in a recent article: “More than education, more than experience, more than training, a person’s level of resilience will determine who succeeds and who fails.” In a constantly changing workplace, resilience is defined as how well everyday job pressures are perceived and managed, and obstacles overcome. This program focuses on building skills to strengthen resiliency in the workplace. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. A resiliency assessment is provided. Learning Objectives: At the end of this course, participants will be able to: • Identify forces of enterprise-wide change, stress, and resiliency • Master new skills and techniques to strengthen resiliency • Recognize change as a natural force in organizations • Assess personal resiliency quotients • Identify reasons people resist change • Examine five (5) features of a resilient organization • Create a flexible, open work environment • Effectively manage the change process Goren and Associates Outcome: Increased personal and organizational resiliency resulting in improved ability to manage and embrace changes connected to overall business strategy.

10. Deterring Workplace Bullying Duration: 8 Hours For Management Course Description: This course focuses on how to deal with the bully in the workplace. Interacting with bullies can be a challenge and have a negative effect on morale and productivity. In this course, participants gain an understanding of the psychological dynamics and skills and techniques to best manage this difficult person. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. A resiliency assessment is provided. Learning Objectives: At the end of this course, participants will be able to: • Recognize the dynamics of a bully • Identify four basic needs of people • Identify three types of power and how they are misused by the bully • Recognize and apply the CAREfront model • Avoid being “hooked” by the bully • Identify four styles of communication • Assess the situation to diffuse aggressive behavior Goren and Associates Outcome: Increased ability to diffuse aggressive and passive aggressive behavior, express feelings appropriately, and manage the bully more effectively.

11. Facilitation Skills Duration: 8 -12 Hours For Management Course Description: Efficient and effective group facilitation is an important part of leading teams developing critical business solutions. Facilitators help people communicate and work together through a structured, open framework. Participants gain an understanding of group dynamics, group process, and facilitator intervention strategies to maximize the group’s creative potential. This program is designed to equip managers, leaders, and/or trainers with a three-step facilitation process to enhance meeting productivity. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. The twelve (12) hour option includes videotaping and feedback. Learning Objectives: At the end of this course, participants will be able to: • Identify the differences between a team leader, presenter, and facilitator • Define the roles and responsibilities of a facilitator • Apply a three (3) step facilitation process • Recognize the power of group dynamics and group processes • Identify strategies to deal with resistant people • Identify blockers common to group communication and interaction Goren and Associates Outcome: Enhanced facilitation skills resulting in more effective and efficient group and meeting management. Facilitators drive business success by helping groups charged with information gathering, ideation, planning, and decision making.

12. Communication Skills for Leaders Duration: 8 Hours For Management Course Description: The challenges in contemporary organizations require leaders to excel in communication. Basic communication skills are insufficient for working with customers, and leading individuals and teams to optimal performance. This program is designed to equip leaders with the higher level skills and techniques necessary to initiate and sustain an open, interactive, and productive workplace. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Describe the verbal and written communication process • Identify and avoid communication blockers • Avoid manipulation by people with other communication styles • Apply several communication choices • Master techniques of asking questions, respectful listening, and empathetic responding • Follow a specific communication model • Create an open, interactive workplace climate Goren and Associates Outcome: Enhanced leader communication skills resulting in higher levels of enterprise interactivity, team communication, customer satisfaction, and streamlined productivity.

13. Coaching Skills for Leaders Duration: 8 Hours For Management Course Description: Employee engagement, motivation, and performance management are critical drivers in high performing organizations. Today’s leaders are responsible for achieving corporate objectives by motivating their associates to work at the greatest efficiency, while promoting personal growth. This program is designed to equip leaders with the essential coaching skills necessary to create a positive environment fostering optimal performance. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Establish an environment for being both “directive”, and compassionate in order to bring out the best in people • Help people through critical learning opportunities • Create an environment for open, risk-free communication • Develop listening strategies and skills • Navigate effectively in difficult or uncomfortable conversations • Apply a variety of communication strategies • Identify different types of coaching • Discover how preference styles affect the coaching relationship Goren and Associates Outcome: Enhanced ability to develop people to a new level of excellence, while producing exceptional outcomes - resulting in higher productivity, talent retention and attraction.

14. Winning the Talent War Duration: 8 Hours For Management Course Description: Employee retention, especially of the best, most desirable employees, is a key challenge in organizations today. Employee involvement, recognition, advancement, development, and pay based on performance are all essential elements in retaining great producers. This program is designed to provide managers with the knowledge and skills needed to create and maintain a high performing organization through retention strategies. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Identify why employees leave a company • Recognize a variety of strategies to create a motivating climate • Identify strategies to engage employees • Compare and contrast generational differences • Identify reasons why people stay with a company Goren and Associates Outcome: Enhanced ability to create a positive work environment for motivating and engaging valued employees resulting in higher employee retention and productivity.

15. Keys to Effective Supervision Duration: 8 Hours For Management Course Description: The quality of the supervision an employee receives is critical to employee retention, development, and productivity. People leave managers and supervisors more often than they leave companies or jobs. Ineffective supervision can cost the company resources, time, and talent. This program is designed to provide supervisors with the knowledge and skills necessary to successfully supervise. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Discover how leadership relates to human behavior • Identify a personal leadership style • Examine blockers that may hinder supervisory strategies • Explore different management styles • Describe different styles of interaction • Build trust • Delegate effectively • Identify what people need and want from their jobs • Apply supervisory strategies and techniques Goren and Associates Outcome: Enhanced ability to supervise employees resulting in a positive workplace climate, increased productivity, employee engagement, motivation, and retention.

16. Time Management Duration: 4 - 8 Hours For Managers and Staff Course Description: In the business world, “time” is one of the most important assets, yet many businesses fail to keep up with, or realize the “time factor.” It is critical for organizations and individuals to operate within a systematic time management framework for greater efficiency and productivity. Special attention is paid to initiating and maintaining 21st century time management strategies designed to maximize resources and improve productivity. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Recognize the importance of time management • Apply a variety of time management tools (including those provided by social media) in the workplace and at home • Identify barriers to time management • Recognize and manage procrastination behaviors • Create a framework for managing time effectively • Develop action plans for implementation Goren and Associates Outcome: Enhanced ability to manage time more effectively resulting in higher productivity and overall efficiency.

17. Adjusting to Stress & Change Duration: 4 Hours For Staff Course Description: The saying “the only constant in life is change” is extremely relevant to today’s fast-paced organizations. Change is often mandated, and staff are called upon to implement changes that originate elsewhere. While change is inevitable, controlling the stress associated with change can be managed. This program focuses on developing the skills to effectively deal with the challenges of workplace change. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Discover how stress is a natural byproduct of change • Determine causes of stress during change • Identify reasons people resist change • Identify points of control in the midst of chaos • Provide and receive team support • Integrate stress reduction strategies in the workplace • Apply practical ways to optimize health during stressful times Goren and Associates Outcome: Enhanced ability to identify, practice and apply strategies for controlling the response to change. This may result in higher productivity, less absenteeism, and improved individual and workplace health.

18. Communication Skills Duration: 8 Hours For Staff Course Description: The challenges in contemporary organizations require workers to excel in communication. Basic communication skills are insufficient for working with customers, teams, and individuals. This program is designed to equip workers with the higher level skills and techniques necessary to initiate and sustain an open, interactive, and productive workplace. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Describe the verbal and written communication process • Identify and avoid communication blockers • Avoid manipulation by people with other communication styles • Apply several communication choices • Master techniques of asking questions, respectful listening, and empathetic responding • Follow a specific communication model • Communicate with different levels in the organization Goren and Associates Outcome: Enhanced communication skills resulting in higher levels of individual and team interactivity, consistent messaging, and productivity.

19. Wowing the Customer Duration: 8 Hours For Management and Staff Course Description: Great customer service is the lifeblood of any organization. This highly interactive course focuses on the role of exceptional customer service in driving organizational success. Emphasis is placed on how attitude, communication, and behavior impact customer satisfaction. This course is based upon active learning, with rich, interactive exercises and experiences. • Learning Objectives: • At the end of this course, participants will be able to: • Recognize the value of consistently delivering exceptional customer service • Define the characteristics of high quality customer service • Identify customer service “busters” and how they affect the entire organization • Avoid being “hooked” by difficult customers • Practice skills and techniques designed to manage the difficult customer Goren and Associates Outcome: Improved customer service skills resulting in increased productivity and customer satisfaction.

20. Emotional Intelligence Duration: 8 Hours For Management and Staff Course Description: Research has shown that Emotional Intelligence (EI) contributes more to a person’s success in life than raw intelligence (IQ). Leaders and employees with a high EI are the ones who make the best decisions, manage people more effectively and contribute most to the overall success of the organization. Emphasis is placed on the development of specific skills that strengthen EI. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Define emotional intelligence (EI) • Recognize the role of EI in the workplace • Describe an EI model • Build an intuitive muscle • Better manage emotions • Improve social awareness • Practice and enhance social and empathy skills • Listen and respond with empathy Goren and Associates Outcome: Improved and enhanced Emotional Intelligence resulting in increased customer satisfaction, relationships, retention, and improved internal employee interactions.

21. Team Communication Duration: 8 - 16 Hours For Management and Staff Course Description: Excellent team communication helps drive overall business success through enhanced communication with team members, management, and customers. This course focuses on the fundamentals of team building and team communication. Issues such as personality preference styles, group synergy, attitude, perception, trust, and competition are examined, as well as strategies for optimum team communication. Special attention is paid to common blockers that hinder people from working and communicating well together. This course is based upon active learning, with rich, interactive exercises, applied experiences, and an action planning component. Learning Objectives: At the end of this course, participants will be able to: • Identify personality preference styles • Identify team strength and weaknesses • Recognize barriers to team communication • Identify ways to create a positive team attitude • Initiate action plans for improvement • Apply team communication strategies and techniques Goren and Associates Outcome: Improved team ability to communicate across the enterprise and with customers, resulting in a clear and consistent message. This consistency helps enhance relationships and increases efficiency.

22. Working Together as a Team Duration: 8 - 16 Hours For Management and Staff Course Description: Working in teams is a critical piece of the culture in contemporary organizations. Highly functioning teams are more efficient, more productive, and enjoy higher levels of success. This course focuses on the fundamentals of team building. Issues such as personality preference styles, group synergy, attitude, perception, trust, and competition are examined, as well as strategies for improving team functioning. Special attention is paid to common blockers that hinder people from working well together. This course is based upon active learning, with rich, interactive team-based exercises, applied experiences and an action planning component. Learning Objectives: At the end of this course, participants will be able to: • Identify the characteristics of good team players • Identify personality preference styles • Demonstrate how preferences affect teams and the work environment • Describe how highly functioning teams can increase productivity and efficiency • Apply team communication strategies and techniques • Recognize barriers to teamwork • Identify ways to create a positive team attitude • Initiate action plans for improvement Goren and Associates Outcome: Improved team ability to work efficiently and effectively, resulting in better interpersonal relationships and overall productivity.

23. Deterring Workplace Violence Duration: 8 Hours For Managers and Staff Course Description: Workplace violence can significantly disrupt an organization’s mission, as well as seriously impact employee morale and feelings of safety and security. Diffusing or preventing violence is essential in preserving the stability of an organization. This program is designed to equip managers, leaders, and/or workers with skills and techniques that will help diffuse potentially violent situations, and manage the negative behavior of the individual(s) involved. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Analyze the link between stress and workplace violence • Identify reasons for increased negativity in the workplace • Discover the dynamics of a difficult person • Identify three (3) forms of effective interaction • Apply several communication choices • Diffuse potentially aggressive and/or violent behavior Goren and Associates Outcome: Enhanced coping skills resulting in effectively managed violent and/or aggressive behavior. These skills can help ensure a safe, and secure workplace.

24. Telephone Answering Skills workplace Duration: 8 Hours For Mangers and Staff Course Description: Telephone answering skills are business critical. A customer’s first and continuing impression can be positive or negative based upon how the phone is answered. This program is designed to equip employees with skills and techniques necessary to providing exceptional customer service through the medium of the telephone. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Evaluation of current phone skills is also available. Learning Objectives: At the end of this course, participants will be able to: • Recognize the importance of excellent customer service • Identify blockers that hinder exceptional answering skills • Follow a specific CARE model for answering the phone • Identify and manage three (3) types of difficult callers • Apply six (6) critical steps in closing a conversation • Differentiate between open and closed questions • Apply techniques for transferring, taking messages, and placing the caller on hold Goren and Associates Outcome: Enhanced telephone answering skills resulting in exceptional customer service, satisfaction, and sales.

25. Valuing Diversity & Inclusion Duration: 4 Hours For Managers and Staff Course Description: Diversity and inclusion are important pieces of an organization’s business strategy. Today’s businesses are part of the larger global business community, and workplace diversity can drive both competitive advantage and personal growth. Increasing knowledge of diversity can foster greater cultural awareness as well as tap in to the strengths and talents of the entire workforce. This program focuses on developing the ability to embrace diversity, and effectively assess and respond to diversity-driven situations. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Define diversity • Identify the components of a diverse workforce • Recognize diversity challenges • Reflect on personal awareness of cultural diversity • Apply a four (4) step model to effectively communicate in diversity-driven situations Goren and Associates Outcome: Enhanced diversity and inclusion strategies and techniques resulting in improved leadership skills, greater teamwork efforts, and improved workplace staffing. These abilities may help drive competitive advantage in the global business community.

26. Collaborative Negotiation Duration: 8 Hours For Managers and Staff Course Description: Organizational efficiency and performance is enhanced through solid collaborative negotiation skills. Whether working with customers, or with internal staff, effective negotiation skills can improve communication, reduce conflict and drive business solutions. This program focuses on developing the ability to negotiate to “win-win” solutions through a collaborative approach. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Identify negotiation styles (personal and team) • Recognize “negotiation busters” that can hinder the collaborative process • Differentiate between wants and needs • Recognize the importance of preparing for the “what-ifs” • Create the mindset of a negotiator • Recognize the elements of conflict in the negotiation process • Apply a four-step collaborative model Goren and Associates Outcome: Enhanced collaborative negotiation skills resulting in improved communication and increased ability to drive “win-win” solutions within teams and with external customers.

27. Dealing with Difficult Customers Duration: 8 Hours For Managers and Staff Course Description: The ability to deal with customer conflict and difficult customers is critical in today’s businesses. Exceptional customer service increases sales, builds great relationships, and protects the company’s brand. Research also indicates that successfully dealing with a difficult client or customer to their satisfaction promotes greater loyalty to the company. This program focuses on developing the skills to effectively deal with the challenges of difficult customers. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Identify points of customer frustration • Identify types of difficult customers • Diffuse anger and keep communication lines open • Positively deal with manipulative behavior • Apply communication skills that enhance customer service • Maintain a positive attitude during stressful conversations • Master techniques to prevent difficult situations Goren and Associates Outcome: Enhanced ability to provide exceptional customer service, and manage difficult customers. This ability may lead to greater customer satisfaction, sales, and customer loyalty.

28. Effective Meeting Management Duration: 4-8 Hours For Managers and Staff Course Description: Effective meetings can save companies money and/or drive positive outcomes. Ineffective meetings squander resources, waste valuable time, and delay the ability to provide positive business solutions. This program focuses on developing the skills to effectively hold, implement, and close successful meetings. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Participants will plan and hold a meeting during the session. Learning Objectives At the end of this course, participants will be able to: • Identify meeting objectives and desired outcomes • Create a comprehensive, objective-driven agenda • Recognize different roles and responsibilities • Facilitate the meeting and keep it on track • Manage difficult team members • Capture action items and off-topic concerns • Gather ideas and information • Facilitate effective decision-making • Close the meeting with action items Goren and Associates Outcome: Enhanced ability to participate in and/or lead effective meetings resulting in optimal time and resource use, higher productivity, and increased return on investment.

29. Deterring Sexual Harassment in the Workplace Duration: 2-4 Hours For Managers and Staff Course Description: Sexual Harassment prevention training is an important element of an organization’s overall human resource initiative. This training helps managers follow practical guidelines to prevent sexual harassment within the corporate culture, provide a safe and positive workplace, and reduce potential legal claims. This program is designed to equip managers with strategies and techniques for creating a culture where sexual harassment is prevented or managed according to guidelines. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Recognize the legal definition of sexual harassment • Differentiate between situations that satisfy the legal definition, and those that do not • Identify reactions to sexual harassment • Apply strategies and techniques to prevent sexual harassment • Help employees make good choices • Create a respectful workforce Goren and Associates Outcome: Enhanced ability to create a positive, diverse workforce environment, resulting in positive relationships, fewer incidences and legal claims.

30. You, Inc. Create Your Personal Brand Duration: 8 Hours For Managers and Staff Course Description: A personal brand is a critical component to reputation both in the workplace and in social media networks. Personal branding is the way people market themselves to others, and can help increase positive visibility and advance career goals. This program focuses on skills needed to create and maintain a clear, consistent personal brand. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Recognize the importance of brand creation • Identify the benefits of a successful brand • Avoid obstacles that may hinder the “re-branding” process • Use a BRAND model to create a personal brand • Link the importance of high emotional intelligence to branding • Recognize how perception creates reality • Create ways to successfully present and promote a personal brand Goren and Associates Outcome: Creation and maintenance of a personal, career-oriented brand resulting in increased visibility, advanced career mobility, and consistent messaging.

31. Conflict Management Duration: 8 Hours For Managers and Staff Course Description: Negative conflict in a business setting can be expensive, counter-productive, time consuming, and labor intensive. Constructive conflict can bring about new ideas and problem solving methods. This program focuses on providing the skills necessary to manage negative conflict and promote positive working relationships. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Recognize how and why conflict exists • Realize conflict represents differences in opinions and beliefs • Identify personal conflict resolution styles • Identify blockers that hinder the resolution process • Demonstrate a five (5) step collaborative process • Manage emotions • Take the perspective of others • Deal with negativity Goren and Associates Outcome: Enhanced ability to resolve workplace conflicts resulting in less hostility, fewer disputes, and higher productivity.

32. Keys to Effective Delegation Duration: 4 Hours For Managers Course Description: The art of delegation is an effective means of developing employees and a key to organizational prosperity. Assigning authority while retaining accountability is key to maximizing resources and advancing business strategy. This program is designed to provide managers with the knowledge and skills necessary to apply delegation strategies, and engage and develop employees. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Define delegation • Assess current level of delegation skills • Identify the benefits of powerful delegation strategies • Identify personal barriers to delegation • Determine what to delegate, and what to keep • Define responsibility, authority, and accountability • Plan and conduct a delegation meeting • Identify the four (4) steps to effective delegation Goren and Associates Outcome: Enhanced ability to delegate tasks while retaining accountability, resulting in optimal time usage, and employee empowerment and engagement.

33. Influencing for Trust & Success Duration: 4-8 Hours For Management and Staff Course Description: The ability to influence and persuade clients, colleagues and managers can lead to idea adoption, customer sales, and career advancement. This program is designed to equip workers with the higher level skills and techniques necessary to earn trust and influence others. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Recognize how behavior impacts the ability to trust • Identify organizational and individual wants and needs • Identify personal communication styles • Apply communication strategies • Avoid communication blockers • Develop effective listening skills • Use a framework for questions • Build trust and constructive relationships • Adopt persuasive techniques Goren and Associates Outcome: Enhanced ability to earn trust, and to influence all levels of the organization, resulting in improved powers of persuasion and potentially accelerated career advancement.

34. Team Makeover: Restoring Team Functioning Duration: 4 - 8 Hours For A Team Course Description: A team’s success is directly linked to the efforts of individual players and how well those players get along and work with each other. This program focuses on how to capitalize on strengths, and not allow differences to stand in the way of success. This course is based upon active learning, with rich, interactive exercises, case studies, applied experiences, and an action planning component. Learning Objectives: At the end of this course, participants will be able to: • Identify personality preference styles and their importance in team processes • Identify a team’s strengths and weaknesses • Recognize the importance of team attitude • Create an action plan for improvement using company areas of concern Goren and Associates Outcome: Enhanced team building and maintenance, resulting in higher functioning teams and increased productivity.

35. Power Listening Duration: 4 Hours For Managers and Staff Course Description: Exceptional communication is key to business success, and the importance of listening in the communication process is enormous. The ability to speak well and to write well are necessary components in successful communication. The ability to listen well is equally important. Poor listening skills can result in miscommunication, costly misunderstandings, and prolonged solution implementation. This program focuses on strategies designed to ensure business critical messages are accurately sent and received through the power of active listening. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Identify three (3) levels of listening • Strengthen listening skills and habits • Recognize barriers to good listening • Respond appropriately to non-verbal messages • Listen and respond empathically Goren and Associates Outcome: Enhanced ability to actively listen, send, and receive business critical messages resulting in improved and streamlined communication across the enterprise.

36. Create a Motivating Environment Duration: 4 Hours For Managers Course Description: The key to leadership success is motivating others to do their best in achieving business goals, and motivation is the force that transforms people to be productive. Maximizing employee’s motivation is vital to successfully accomplishing the organization’s targets and objectives. Motivated employees have higher productivity, morale, self-esteem, and organization/team loyalty. This program focuses on strategies for leaders to create and maintain a motivating environment. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Recognize the importance of a motivating environment • Distinguish between intrinsic and extrinsic motivation • Explore reasons many workplaces focus on extrinsic motivators • Determine if money is a motivator • Apply motivation strategies to the workplace Goren and Associates Outcome: Enhanced leader ability to motivate employees to achieve corporate objectives, resulting in higher productivity, morale, and loyalty.

37. MBI or DISC Assessment Duration: 4 - 8 Hours For Managers and Staff Course Description: Both the Myers Briggs Inventory (personality) and the DISC Assessment (behavior) measure psychological preferences in how people perceive the world and make decisions. These assessments help individuals and teams understand how their preferences affect personal, interpersonal, team, and organizational effectiveness. Companies may select the most appropriate assessment for their groups. This program is designed to equip individuals and teams with a greater understanding of the impact of personality and behavior within organizations. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Identify and interpret either Myers Briggs or DISC preferences • Determine and analyze responses to team challenges • Maximize individual and team effectiveness • Discover how unique preferences allow team members to make distinct contributions to the team • Identify ways to solve conflict more effectively using preferences • Develop a strategy to build team appreciation and productivity Goren and Associates Outcome: Enhanced ability to work effectively in teams, and within the greater organization, resulting in higher productivity, efficiency and morale.

38. Difficult Conversations Duration: 8 Hours For Managers and Staff Course Description: Leaders get things done through others; they are charged with prioritizing tasks, developing growth strategies, and delegating responsibilities. The most effective leaders also know how to have the difficult conversations that help drive business objectives, guide individuals and teams toward greater productivity, and provide a motivating climate. This program is designed to equip leaders with the skills necessary to have difficult yet productive conversations in order to accomplish goals and objectives. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Set the stage for safe, risk-free discussions • Recognize blockers that may hinder having a healthy discussion • Listen actively and empathically • Recognize key non-verbal messages and body cues • Master a six (6) step process for having difficult conversations • Control hostile discussions Goren and Associates Outcome: Enhanced ability to accomplish business objectives by initiating healthy yet difficult conversations resulting in greater employee productivity, career advancement, and stress reduction.

39. Healthcare Customer (Patient) Focus Duration: 4-8 Hours For Managers and Staff Course Description: Customer focus is the cornerstone of business success. In healthcare, customer (patient) satisfaction is key to maintaining a competitive edge, and the patient-centered approach is also fundamental in providing safe, quality care. This program is designed to equip all levels of healthcare providers with the essential skills necessary to develop and sustain patient satisfaction. This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Learning Objectives At the end of this course, participants will be able to: • Discover how attitude is the essence of exceptional patient relations • Apply a four (4) step process in providing excellent patient service • Identify ways to deal with difficult patients • Master effective interpersonal communication skills • Build collaborative environments conducive to great patient relationships • Apply listening strategies Goren and Associates Outcome: Enhanced ability to develop outstanding patient relationships through exceptional customer service resulting in patient satisfaction, attraction, and retention.

40. Tools for Creativity and Innovative Thought Duration: 8 Hours For Managers and Staff Course Description: Creative or innovative thinking leads to new insights, novel approaches, fresh perspectives, and whole new ways of understanding and conceiving of things. Generating fresh solutions to problems, and the ability to create new products, processes or services for a changing market, are part of the intellectual capital that give a company its competitive edge. This program focuses on activities designed to tap into the “creative” side of the brain and leverage abilities to apply new thinking to corporate problem solving. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Discover the value and abilities of the left and right sides of the brain • Identify numerous blockers that stifle creativity • Recognize the difference between creativity and innovation • Apply creativity and innovative thinking to problem solving Goren and Associates Outcome: Improved ability to creatively problem solve and apply creative and innovative thinking to enterprise issues. This may result in new and fresh solutions to company areas of concern.

41. Anger Management Duration: 4 Hours For Managers and Staff Course Description: Mismanaged anger is the major cause of conflict in our personal and professional relationships. People with anger issues often find themselves unable to control their actions and words, which can lead to emotional and (possibly) physical harm of people that they care about or work with. In a corporate situation, mismanaged anger can lead to lost productivity, distraction from obtaining goals, and potential lawsuits. This program focuses on understanding and managing anger in the workplace. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Differentiate between aggression, assertiveness, rage, and hostility • Describe the anatomy of anger • Recognize the three (3) components of anger • Identify the various signs of anger • Determine a personal anger quotient • Apply strategies and techniques to manage anger effectively Goren and Associates Outcome: Improved ability to manage anger effectively resulting in enhanced communication, greater productivity, fewer altercations, and improved employee morale.

42. Precision Selling Duration: 8 Hours For Managers and Staff Course Description: Managing a successful sales team requires strategic and tactical planning. Many teams waste valuable time on unqualified or non-productive prospects instead of targeting their approach to those who may or will buy. Special attention is paid to enhancing knowledge and skills that make a difference in sales results, and in creating and managing effective sales teams. This program focuses on the identification and cultivation of target market segments most likely to purchase a company’s goods and services. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Identify profitable target markets • Prospect successfully • Improve sales team attitude and morale • Reduce resistance to change • Develop a sales strategy • Apply critical sales skills and behaviors • Manage an effective sales team Goren and Associates Outcome: Improved ability to develop and maintain an effective sales team resulting in increased sales, higher morale, and enhanced team productivity.

43. Reducing Negativity in the Workplace Duration: 2-4 Hours For Managers and Staff Course Description: Few behaviors affect employee morale and productivity more pervasively than workplace negativity. It has the potential to sap organizational energy and diverts critical attention from reaching company goals and objectives. Negativity can result in decreased productivity, lowered morale, and substandard individual and team performance. This program is designed to equip participants with the knowledge and skills necessary to minimize workplace negativity and optimize positive attitudes and behavior. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Identify reasons for negativity in the workplace • Identify types of negativity in the workplace • Diffuse potentially negative behavior • Define the role of management in combating negativity • Apply strategies and techniques to managing negativity • Provide constructive feedback Goren and Associates Outcome: Increased ability to identify and combat negativity in the workplace resulting in higher morale, improved productivity, and improved job performance.

44. Collaborative Team Leadership Duration: 8 Hours For Managers and Staff Course Description: The creation of highly functioning teams to accomplish tasks and influence desired change is a key organizational strategy. The team leader role is an integral factor in ensuring optimal team development and maintenance. This program provides a framework and five (5) stage structure that supports a team leader’s ability to guide successful teams. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Identify elements of an effective team • Recognize the importance of shared leadership • Describe the stages of team development • Identify the role of the leader in each development stage • Apply and practice skills associated with each development stage • Recognize the role of communication in highly functioning teams Goren and Associates Outcome: Improved team leader ability to support highly effective teams, resulting in increased team productivity, communication, and improved organizational performance.

45. The Power of Attitude Duration: 2 Hours For Managers and Staff Course Description: Attitude, positive or negative, is what every employee brings to the workplace. Attitude spreads and affects individuals, teams, and organizations, impacting productivity, motivation, and the bottom line. Even small changes in attitude can substantially alter an employee’s or a team’s functioning. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Differentiate between positive and negative attitude cycles • Identify behaviors associated with positive and negative attitude cycles • Discover how “games” lead people in to the negative cycle • Identify strategies for working within the positive cycle, and minimizing the effects of the negative cycle • Recognize when others are in the negative cycle • Formulate techniques to protect against the power of others who remain in the negative cycle Goren and Associates Outcome: Enhanced ability to remain in a positive attitude cycle resulting in higher productivity, motivation, and improved communication.

46. Effective Distributed Teams Duration: 8 Hours For Managers and Staff Course Description: Distributed teams are rapidly becoming common in today’s global workplace. Effective teaming from remote locations can be challenging and requires a specific and practical set of tools to maximize success. Maintaining a sustainable competitive advantage involves focusing on the importance of communication and on the use of an array of available technical tools This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Assess the effectiveness of the virtual manager and the remote team member • Differentiate between remote and conventional teams • Align team processes with best practices • Identify technology to maximize team success • Create tools and policies for managing and participating in virtual teams Goren and Associates Outcome: Improved ability to manage and participate in virtual teams, resulting in a streamlined work flow, increased team communication, and productivity.

47. Behavioral Interviewing Skills Duration: 4 Hours For Managers Course Description: Talent management requires acquiring the talent the organization needs to carry out its business strategies. Interviewing and selecting effective employees is mission critical to the on-going success of an organization. Many managers do not have the requisite understanding of the interview process, often leading to inappropriate and ultimately expensive hires. This program equips interviewers with the skills and resources necessary to conduct a behavioral interview, and select the right employee for the right job at the right rime. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Describe the behavioral interviewing and selection process • Identify and develop an ideal profile for positions • Avoid the most common interviewing mistakes • Identify the basis of job descriptions • Uncover ways to screen applicants in order to evaluate potential • Apply a comprehensive selection interview approach, including a thorough history exploration • Utilize reference checking methods • Make an objective final decision Goren and Associates Outcome: Improved manager ability to conduct behavioral interviews and select the best candidates for the job. This may result in better first hires, enhanced retention, and increased overall organizational productivity.

48. Managers to Mentors Duration: 8 Hours For Managers Course Description: Many organizations are creating formal mentoring programs to ensure knowledge transfer, advance careers, learn management savvy, address performance deficiencies, and enhance employee productivity. This program equips participants with the skills and resources necessary to effectively mentor an employee(s). This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Identify the differences and similarities between a manager, coach and mentor • Identify mentoring styles • Recognize common mentoring traps • Discover strategies for effective mentoring • Develop coaching skills necessary for successful mentoring • Recognize different learning styles and their effect on the mentoring relationship Goren and Associates Outcome: Improved ability to mentor employees resulting in successful knowledge transfer, increased morale, and productivity.

49. Performance Coaching Duration: 8 Hours For Managers Course Description: Performance coaching is one of the most powerful ways of developing people and adding to bottom line business performance. It also substantially affects morale and improves productivity in both individuals and teams. This program equips participants with the skills and resources necessary to create and maintain an effective enterprise-wide coaching program. This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Differentiate between a judge and a coach • Identify different types of coaching • Recognize how preference styles affect the coaching relationship • Create an environment for open, risk-free communication • Promote and support the development of others • Develop robust listening strategies • Discover a Four Step Coaching process • Demonstrate ways to become an empowering coach • Lead associates to self-discovery • Develop an action plan Goren and Associates Outcome: Demonstrated ability to coach individuals and teams to a new level of excellence, while producing extraordinary results.

50. Communicating Requirements to Offshore Resources Duration: 16 Hours For Managers and Staff Course Description: Organizations can realize the expected savings from application development outsourcing, especially offshore, by reducing misinterpretation of requirements and gaining efficiencies in process. Application teams can learn to adapt their project methodology to meet the communication needs of global application development. The program starts after requirements have been gathered and documented, and are ready for refining and validating (compliant with BABOK Version 2.) This course is based upon active learning, with rich, interactive exercises and applied experiences. Learning Objectives: At the end of this course, participants will be able to: • Gain agreement on communication protocols and processes to promote understanding across cultures • Assess and select appropriate requirements communication techniques to match the needs of offshore resources • Uncover and validate hidden assumptions impacting requirements with offshore resources • Refine requirements to be more quantifiable and measurable assuring effective validation • Plan and conduct mock virtual reviews • Determine the extent of traceability and change control needed based upon project needs Goren and Associates Outcome: Increased ability to work effectively with application development outsourcing offshore. This may result in fewer communication issues, and increased application reliability.