Performance and Change Management Course Description

Continuous Improvement
Managing Change
Beyond Microwave Management
Process Management
Customer-Supplier Relationship Management
Relationship Management
Getting to the S.O.U.L. of Customer Service
VisionPlay: Discovering Your Organization's Success
Performance Management
Facilitation Skills for Managing and Leading Change and Improvement
Process-Based Management
Performance Services
Life is Like a Box of Chocolates: Work-Life Balance
Creativity and Innovation: Unleashing Your Full Potential
When We're At Our Best: Appreciative Inquiry
Beyond Brainstorming: Facilitated Idea Generation Sessions


Continuous Improvement
Days:(2 1/2)

Bonnie Nichols, facilitator

This workshop uses a simple five-step process in proactive decision making and problem solving that is based on the Shewhart Cycle (better known as the "Deming Wheel"). Participants are separated into teams to learn the method while being involved in a real-life application of the steps, tools and techniques. Consequently, it is recommended that two or more individuals with a predetermined topic for study (and needing immediate improvement) take the workshop concurrently to derive maximum benefit for their company or organization. Participants will be exposed to the proven logic flow, basic supporting statistical tools and techniques (i.e., control charts, process capability, histograms, pareto charts, etc.) and how to properly defend one's view with accurate supporting facts and data. In addition, attendees will also experience the preparation and execution of management presentations in an informative but timely manner.

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Managing Change
Days:(1)

Ellen Stevenson, facilitator

This workshop will use Cynthia Scott's and Dennis Jaffe's model of four stages of change and the "Transition Curve" to explore the challenges of managing people through change. Participants will learn to utilize appropriate tactics for coping with change and to identify benefits and opportunities associated with change. You will learn what skills distinguish resilient workers from those who suffer "future shocks," how and why resistance forms, and how people become committed to change. Practical guidelines will be discussed for implementing change support systems, communicating effectively about change, managing transitions and internal cultural change, and creating positive results in the management of change. Interactive exercises, scenarios, video and case studies will be used to facilitate the discussion and focus on change issues and processes important to the organization.

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Beyond Microwave Management
Days:(1)

Bill Stubbs, facilitator

Creating a highly performing work group is neither quick nor easy. In this age of convenience and speed (fast travel, fast food, fast medicine, fast communication, fast shopping), good, thoughtful, solid management takes time and effort. But the pay backs are immense! Performance management skills will help professionals create a high performance team. This fast-paced, fun-filled but meaningful course will focus on dynamic ways to manage and get the results you need from people.

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Process Management
Days:(2)

Bonnie Nichols, facilitator

Any organization ­ manufacturing, service or even nonprofit ­ has key critical processes that must be managed effectively to ensure the efficient flow of daily operations. When these processes run smoothly, customer satisfaction is assured. However, when these critical processes falter, costly mistakes and customer dissatisfaction can result. In this hands-on workshop, participants will identify and map key critical processes within their own personal job function and responsibilities. From this exercise, analysis can then be conducted to assess the effectiveness of the current process flow and the possible obstacles that may be impeding its optimal success. In addition, the workshop will include instruction on basic flowcharting and simple statistical measurement methods with practical application for monitoring process performance against strategic business goals and targets.

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Customer-Supplier Relationship Management
Days:(2)

Bonnie Nichols, facilitator

For many manufacturing companies and service organizations, the thought of forming a partnership and signing a contract with a new supplier is almost as disheartening as keeping the relationship with the old or current supplier alive! In this workshop, participants will learn the art of effective win-win customer supplier relationships, and how to establish such a partnership for the long term in both a new relationship as well as in the resurrection of an existing relationship into one that can prosper through communication and newly-found trust. A method comprised of eight simple steps will be employed in a hands-on team setting using real-life issues and decision-making situations. For this reason it is recommended that members from both parties in an existing or newly formed relationship attend the same session. The workshop is designed so that after two complete days, participants from both organizations will have a better understanding of the communication process flow between them and the minimum expectations and basic operational needs of each other. Honesty and sincere collaboration among the group are emphasized, and together, these strategies are effective in building a structured, yet livable, working plan that guarantees a profitable result for both sides involved in the partnership.

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Relationship Management
Days:(1 or 2)

Bonnie Nichols, facilitator

In order for any organization to be successful for the long-term, all contributing departments, work groups and individuals must somehow effectively work together. When due dates slip, product quality wanes and poor communication results in a game of finger pointing. In this workshop, participants will learn the art of effective win-win relationships and their benefits, particularly in intra- or interdepartmental situations. Effective communication and trust will be emphasized, and illustrations of proven examples will be demonstrated using a system of role-play. A method comprised of eight simple steps will be employed in a hands-on team setting using real-life issues and decision-making situations. The two-day version of the workshop agenda also includes key process mapping, indicator development/tracking and some team-building activity intertwined with some of the more potentially conflict-provoking steps. Honesty and sincere collaboration among the group are emphasized, and together, these strategies are effective in building a structured, yet livable, working plan that results in a more cohesive and productive work atmosphere.

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Getting to the S.O.U.L. of Customer Service
Days:(1)

Marianne Frederick, RPT, MHSA, facilitator

Customers of the new global business world are just like our employees. They don't suffer in silence, are more vocal and informed and are more willing to go elsewhere if their needs and expectations are not met. Participants will engage in a "customer diversity exercise" to discover what satisfies their needs. They will discuss their own customer experiences and compare them to the needs of their customers and learn to identify the differences in customer expectations based on their unique generational, cultural and value differences.

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VisionPlay: Discovering Your Organization's Success
Days:(1/2)

Marianne Frederick, RPT, MHSA, facilitator

Identify how to create a successful collaboration between the organizational mission and the values and mission of the individual through a creative and interactive goal-setting session. Participants will discover how to facilitate learning about their associates' values and view of work success and collaborate with other participants to share ideas and the very best practices to take back to their organizations.

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Performance Management
Days:(1)

Bonnie Nichols, facilitator

It has long been known that in order for organizations to be successful for the long-term, management must find a way to more proactively manage its resources. In this workshop, attendees learn how to eliminate the potential for the surprise appraisal by employing a simple system that converts the normally subjective process to one that relies on facts and data. A simple employee job function and assessment matrix will be presented that when coupled with appropriate supporting measurements, alignment of individual job position responsibilities with the organization's annual business plan, objectives and goals can be achieved. In addition, attendees will not only study the alignment of their subordinates' responsibilities with their own, but also the alignment of their own to those of their direct management. For optimal workshop results, attendees will also be asked to complete a minor pre-work assignment prior to class, and to bring copies of their most recent annual performance reviews for each of their direct reports.

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Facilitation Skills for Managing and Leading Change and Improvement
Days:(1 or 2)

Scott Simmerman, Ph.D., facilitator

While the vision of change generally comes from the senior management, the responsibility for the implementation depends a great deal on the managers and supervisors. This program shares a variety of approaches to improving facilitation skills for your frontline resources. We teach different approaches to managing and leading change, share different delivery frameworks, focus on problem solving, participation and involvement to generate incremental improvement. Simmerman is an experienced presenter and former senior operations manager who has been presenting his change programs internationally for almost 20 years. This program is highly customizable and can incorporate your missions and visions and goals into the overall teaching framework. It is NOT a lecture! It is a fun, interactive, practical and effective program for generating organizational improvement and "Teaching the Caterpillar to Fly."

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Process-Based Management
Days:(2)

Craig Bradenbaugh, facilitator

Every organization has processes.  The more successful you are at identifying and managing these processes, the more successful you will be at getting the results you want from your organization.  Day one, you will identify the key top-level processes that drive your organization and provide the moments of truth for the customer.  Each key process will be analyzed and sub-divided into the next two levels.  Methods for mapping and flow-charting down to process level three will be learned and practiced for your organization.  When finished you will be able to implement the process-based management system by knowing how to develop your organization to identify, map, develop process owners and manage all of your organizations process that eliminate non-value activity and get the organizational results you want.

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Performance Services
Days:(adaptable)

Jo Jorgensen, Ph.D., facilitator

Drawing on the experiences of running her own company along with her graduate degrees in business and organizational psychology, Jorgensen assists CEO s in improving the productivity of their employees.  Her services range from short-term coaching engagements to large-scale projects.  With one-on-one coaching, she can guide managers and executives to increased performance by addressing specific concerns such as delegation, teamwork, time management, and eliminating roadblocks that hold leaders back.  She also tackles larger projects such as increasing company productivity and helping select larger projects such as increasing company productivity and helping select the right employees for the right jobs.  Large project or small, Jorgensen always begins by examining the needs to make sure the right project is proposed. 

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Life is Like a Box of Chocolates: Work-Life Balance
Days:(1/2)

Harry Shucker, Ed.D., facilitator

Just as the proverbial box of chocolates in the movie Forest Gump, every day will have a different "flavor" than the last. You never know what you are going to get.  This session is designed to assist those in every level of responsibility who are seeking ways to better balance their personal and professional lives.  Each participant will develop their own roadmap based on Stephen Covey's and Richard Carlson's writings.

Just as the pace of society quickens, so does the frenzied activity that all of us encounter in our professional lives.  In addition, our personal lives have also become more complicated and demanding.  In the book, Too Busy to Live: The Addiction America Applauds, the authors contend that the frantic pace in which we live our lives is motivated and celebrated by rewards, both extrinsic and intrinsic, which only cause more and more physical and emotional stress.  We have become a society that drives and rewards us to become excessively busy which is now being reflected in the increasing need for medication and rising health costs.  Rather than take time for personal reflection on how to live a life of meaning and purpose, we simply prescribe another pill as health care costs spiral out of control.

All of us need to be committed to achieving a more balanced lifestyle and it is what we need to model to others within our organization.  Yet, quite often, we are poor role models in helping others develop their own road-map to balance the many myriad demands in their personal and professional lives.  The purpose of this session is to suggest ways in which to balance our personal and professional responsibilities.  The participants will engage in discussions and activities drawn from Stephen Covey's, The 7 Habits of Highly Effective People as well as Richard Carlson's Don't Sweat the Small Stuff and will be given suggestions as to ways to achieve a more balanced lifestyle. In addition, each participant will receive a surprise "gift" at the end of the session.  This presentation can be tailored to meet the needs of the group and can range anywhere from one hour to three hours in duration. 

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Creativity and Innovation: Unleashing Your Full Potential
Days:(1)

Kathy Kegley, Ph.D., facilitator

Everyone has a unique capacity for creative thinking, and this highly interactive workshop will introduce basics such as how to develop a credible belief in your own abilities, methods from dealing with ill-defined problems in ambiguous situations, and techniques for new ideas and insights about challenges.  Participants will gain confidence in their creative thinking abilities, assemble a mental toolkit of creative thinking techniques based on person preferences, and will be given a set of suggested activities for continued development after the workshop.

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When We're At Our Best: Appreciative Inquiry
Days:(1/2)

Kathy Kegley, Ph.D., facilitator

This workshop presents the "half-full" perspective of organizational development as proposed by the Appreciative Inquiry approach.  Appreciative Inquiry tackles the desire to change from one state to another by better understanding the positive aspects of the organization when it is performing at it's best and expanding these positives to affect a change.  For example, if the challenge is to improve employee morale, the inquiry focuses on understanding when morale is highest and then building upon those lessons learned to envision future possibilities, design steps toward reaching the ideal state and articulate an action plan to implement the steps.  Participants will learn about the four phases of Appreciative Inquiry, cover best practices for conducting and Appreciative Inquiry interview, and understand the steps recommended for launching a complete Appreciative Inquiry effort.   Participants will engage in a mock Appreciative Inquiry initiative to put the workshop concepts into practice. 

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Beyond Brainstorming:Facilitated Idea Generation Sessions
Days:(1)

Kathy Kegley, Ph.D., facilitator

Are new ideas essential to the growth of your organization? Do your brainstorming sessions sometimes suffer from group think, negativity, or a sense of apathy?  Could your sessions benefit from an outside facilitator with a rich collection of techniques to help keep the group engaged and the ideas flowing?  Increase the richness and originality of ideas generated in your sessions by collaborating with a facilitator who has the expertise to guide your group through an idea generation process and provide just-in-time training for techniques customized to your team's thinking preferences and the challenge at hand.  The session can be held on site at your organization or in a facility at Furman. 

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