Course Descriptions
Business Etiquette: Projecting a Professional Image
You never get a second chance to make a great first impression. Everything from how you dress to your attitude to your communication style impacts other’s perception of you as a professional and a star performer. This program helps employees ensure that they are making a positive first impression and maintaining that positive image throughout their career.
Upon completion of this program, participants will be able to:
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Identify characteristics and behaviors of star performers and what sets them apart from average performers
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Understand how their image can enhance or detract from their perceived professionalism
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Apply best practices in communication for both written and verbal interactions
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Enhance their understanding and application of basic business etiquette
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Business Writing
Writing is one of our primary means of communicating in business and mastering effective written communication has become essential for success in any industry.
Upon completion of this program, participants will be able to:
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Apply techniques to carefully craft effective written communication that includes a clear introduction, purpose, and call to action
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Develop and refine their business writing skills by practicing a step-by-step process that ensures clear, concise, and effective writing results
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Generate relevant content through brainstorming, mind-mapping, and other valuable techniques
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Avoid common grammatical, punctuation, and spelling errors
Change Management
It seems as though every time we get used to doing something the "new way", someone decides it is time to change again. Change has become a daily norm for most organizations. Employees who understand the dynamics of change are less likely to resist changes and more likely to become change champions, helping themselves and others stay productive through times of uncertainty.
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Upon completion of this program, participants will be able to:
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Understand the dynamics of change and its impact on individuals and teams
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Identify some of the more common responses to change
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Apply strategies for overcoming resistance to change
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Use various techniques to move through the stages of change quickly and effectively
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Coaching for Results
Coaching is one of the most important skills for managers to develop in order to enhance engagement and productivity of their teams.
Upon completion of this program, participants will be able to:
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Understand the key differences between managing and coaching and know when to apply coaching as a development strategy.
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Apply the five coaching skills necessary to be an effective coach.
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Identify obstacles to effective coaching and master the coaching process.
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Back to Programs
Communicating Effectively
A study by Fortune magazine found that workers send and receive an average of 1,798 messages each day via telephone, email, text, and face-to-face communications. The importance of effective communication is clear. This program covers various aspects of verbal, non-verbal, and written communication geared toward increasing your overall communication effectiveness.
Upon completion of this one-day program, participants will be able to:
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Understand the importance of attitude in communication
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Explain the benefits and drawbacks of each of the four communication styles:
-ž Aggressive
ž- Passive
ž- Passive-Aggressive
ž- Assertive
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Apply active listening techniques to ensure message comprehension
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Minimize communication fillers and other communication distractions
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Apply effective communication techniques when using voicemail and email
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Conflict Management
On its own, conflict is neither good nor bad. If managed appropriately, conflict often leads to change, which can lead to innovation and growth. If not managed appropriately, conflict can lead to mistrust, lack of communication, and ultimately a decrease in productivity.
This one-day program explores the dynamics of conflict and increases participants' knowledge and skills in identifying and managing conflict. The program will focus on:
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Identifying the cause and effects of conflict
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Enhancing participants’ self-awareness of their preferred style in dealing with conflict
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Strategies for managing the emotional climate
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Techniques for collaborative problem solving
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Applying a variety of successful conflict management techniques and practice application
Giving & Receiving Feedback
When asked if they like to give feedback most managers respond with a half-hearted “Meh.” However, when asked if they like to receive feedback, most managers say, “Absolutely!” What’s the difference? Contrary to the popular saying, it often feels as though it is easier to receive than it is to give this special gift of insight into how we are showing up in the world. This workshop helps participants develop the skills and mental attitude necessary for giving and receiving the gift of quality feedback.
During this half-day workshop participants will:
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Explore the different types of feedback
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Learn how to apply best practices for ensuring quality feedback
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Understand the importance of positioning feedback as feedforward
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Practice using a simple to follow guide for providing quality feedback in a real-life situation
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Learn how to request quality feedback and respond appropriately
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Interpersonal Skills Development (Using Myers-Briggs Type Indicator: MBTI)
Do you ever wonder why you communicate better with some people and not others? Or why something seems so logical to you, but makes no sense to someone else? The Interpersonal Skills program will help you to identify why this happens and how you can increase your communication effectiveness to build stronger working relationships. As part of the program, we will be using an instrument called the Myers-Briggs Type Indicator® (MBTI). This program can be delivered in either a half-day or full-day format depending on what you are trying to achieve.
Upon completion of this program, participants will be able to:
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Identify and understand their own personality preferences
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Develop an awareness that enhances their ability to meet the communication needs of others
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Recognize personality differences that lead to conflict and inhibit individual and team performance and apply strategies for preventing these dynamics
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Interviewing Skills: Targeting the Best Candidate for the Job
Poor hiring decisions are costly not only for the organization, but also for the individuals involved. This workshop is designed to give anyone involved in the interviewing process the skills and knowledge they need in order to target the right candidate that meets the needs of the department as well as the organization.
Upon completion of this program, participants will be able to:
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Understand what needs to happen at all stages of the interviewing process:
- Before the interview (clarifying the job and preparing the right questions)
- During the interview (engaging the candidate and getting good information)
- After the interview (selecting the right candidate)
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Apply a variety of questioning techniques to solicit quality information from the candidate
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Avoid asking illegal and inappropriate questions
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Manage challenging candidate behaviors and situations
It's All About Service
Whether you are interacting with a guest or a person in another department or a co-worker on your own team, they are all your customers. This program focuses on the importance of raising your awareness of how you are showing up and provides you with the tools and skills to make sure you are showing up right!
Upon completion of this half-day program, participants will be able to:
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Explore the impact that image and attitude have on how our customers (both external and internal) perceive us
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Develop effective listening and questioning skills
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Identify techniques for handling challenging customer situations
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Leadership Essentials
It is often said that people don’t leave companies – they leave bosses. Leadership style can hugely influence employee engagement and thus your potential for success.
Participants in this course will:
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Understand the fundamental differences between managing and leading and identify which situations require managing and which require leading.
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Develop strength in communicating a clear vision, encouraging innovation, and coaching to bring out the best in your team and make a valuable impact on your organization.
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Assess emotional intelligence and identify target areas for improvement.
Managing for Results
The Managing for Results program is focused on developing the core skills and knowledge that managers need in order to successfully lead and empower their employees to ensure the delivery of their organizational goals. This is a highly interactive program that is a perfect balance of relevant theory with hands-on application.
During this two-day workshop, participants will:
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Identify traits of effective managers that allow you to assess gaps and develop goals and action plans for increasing your own management effectiveness
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Enhance self-awareness of your management style and emotional intelligence (EQ)
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Elevate your communication effectiveness especially related to difficult conversations and giving and receiving feedback
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Learn and practice reliable techniques for setting clear expectations, taking corrective action, and coaching employees
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Develop your coaching muscle by learning how to apply various coaching techniques
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Apply delegation strategies to grow and develop team members
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Explore options for rewarding and recognizing employees and peers
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Managing the Dynamics of Change
Ironically, the only constant we can rely on nowadays is change. Change has become a requisite for corporations to survive and grow in this economy and has become a daily norm for most organizations. Managers who understand the dynamics of change are less likely to resist changes and are better able to help themselves and their teams stay productive through times of uncertainty.
At the completion of this program, participants will:
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Understand the dynamics of change and its impact on individuals and teams
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Identify and describe the common responses to change
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Be able to effectively prepare for change and develop a communication strategy
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Handle resistance while increasing involvement
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Manage through the dynamics of change and ensure individuals remain productive during periods of uncertainty
Meeting Management
Effective meetings and the follow-up actions they generate are essential for achieving business goals and producing results. This course is designed to help you conduct the kinds of meetings that generate positive results and avoid the pitfalls of poorly run meetings.
Upon completion of this one-day program, participants will be able to:
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Identify and apply the characteristics of effective meetings
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Determine the need for a meeting, clarify the meeting’s purpose, create a useful agenda, and identify the right meeting participants
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Apply a variety of techniques for managing difficult participant behaviors and challenging situations that occur during typical meetings
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Conclude meetings in a way that leads to increased commitment and follow-up action
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New Hire Orientation & Onboarding
CTR can work with you and your team to create customized tools and training to ensure your new hires are being onboarded right. We incorporate research and proven techniques to get you focused on what is most important on Day One, Week One, First 30 Days, First 60 Days, and First 90 Days.
Performance Management Training
CTR can work with you and your team to create customized training that incorporates your performance management tools and system. Included in this program are instruction and practice on setting clear expectations, giving quality feedback, and managing performance improvement.
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Presenting for Results (Delivering High-Impact Presentations)
This two-day seminar focuses on developing and enhancing the skills needed to prepare and deliver effective, precise, and high-impact presentations that meet the needs of both the presenter and the audience.
Upon completion of this program, participants will be able to:
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Gain clarity about the purpose of their presentations and the needs of their respective audiences and tailor their presentations accordingly
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Use a simple, yet highly-effective process for developing and organizing informative and persuasive presentations
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Demonstrate techniques for enhancing the effectiveness of their personal presentation style while targeting areas for continuous improvement
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Develop and use effective visuals
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Respond appropriately to questions and comments and manage challenging situations
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Use a variety of techniques for controlling nervousness that might otherwise impede the effectiveness of the presentation
Retail Sales Training & Product Knowledge
CTR can work with you and your team to create customized product knowledge and sales training. We can create training and tools for whatever model best fits your organization's products and culture.
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Role & Function of the Supervisor
Supervisors wear many different hats throughout the day from time manager to motivator to performance evaluator. This workshop focuses on two of the most critical skills for Supervisors to master: Setting expectations and coaching for development. The workshop will also explore the balance between being a friend and being the boss and common managerial mistakes to avoid.
Upon completion of this program, participants will be able to:
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Understand the various roles required of supervisors
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Demonstrate the steps for providing clear expectations
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Identify the difference between coaching and supervising
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Apply strategies for coaching different types of employees: Stars, Keepers, Blockers
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Avoid common managerial mistakes
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Sexual Harassment Prevention
Having a workplace that is free from harassment isn't just a legal requirement, it is a necessary requirement if organizations are going to grow and thrive in today's marketplace.
Upon completion of this program, participants will be able to:
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Understand the different types of sexual harassment and the related legal guidelines
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Identify behaviors in themselves and others that could be considered harassment
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Know the protocol to follow if they are being harassed or have witnessed someone else being harassed
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Time Management & Productivity
Ever wonder how much all those interruptions to your work are actually costing you? Studies have shown the average person loses three hours of every day to costly interruptions! It is clear we need to learn how to better manage interruptions and competing priorities. This course will help you to master time management skills by choosing control over chaos.
Participants in this course will:
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Gain a better understanding of how and where we invest our time
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Identify actions to help us work on the right things first
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Develop strategies for controlling common time wasters​
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