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BEHAVIOURAL INTERVIEWING TECHNIQUES 2 DAY

Behavioural Interviewing is a very reliable technique for selecting the best candidate for a position. While many believe that past performance is the best indicator of future behaviour, we often don't conduct interviews following that principle. This workshop concentrates on the pre-interview preparation, developing questions and their value, the interview techniques that get specific, behaviour-based examples of past performance, and the strategies that follow through on this process.

CHANGE MANAGEMENT 1 DAY

Strategies For Successful Change

This one day workshop introduces some Change Management concepts and common signs of change fatigue. It also discusses techniques for developing resiliency in employees and the organization. We will explore practical techniques for carrying out a change initiative and identify strategies for accepting and implementing change in the workplace.

CHANGE MANAGEMENT 1/2 DAY

Strategies For Executives

Executives will explore key challenges facing a changing organization and those factors that contribute to successful change. The focus of this half-day workshop is on the role of the senior leader.

CONFLICT RESOLUTION 2 DAY

Getting Along In The Workplace

This workshop will explore what conflict is, how it can escalate, some assumptions about conflict and the positives and negatives of conflict. The workshop covers three main types of conflict: inner, interpersonal, and group. We will also look at open conflict versus hidden conflict. We will explore the five most common conflict resolution styles and how to increase positive information flow through non-verbal and verbal communication skills. Participants will also learn how to strengthen staff trust and morale and to be more confident in managing conflicts.

CUSTOMER SERVICE TRAINING 1 DAY

Managing Customer Service

This workshop will help participants identify ways to establish links between excellence in customer service and business practices and policies. You will develop the skills and practices that are essential elements of a customer service focused manager and recognize what employees are looking for to be truly engaged. This session will help you develop strategies for creating engaged employees and satisfied customers.

EMPLOYEE DISPUTE RESOLUTION 1 DAY

Mediation Through Peer Review

Have you ever been in a workplace situation where a supervisor has made a decision that you do not agree with? Did you wish you could ask someone else what they thought of the decision; whether they would have done the same thing? The Peer Review process offers employees just that chance, using a formalized process.

PERFORMANCE MANAGEMENT 2 DAY

Managing Employee Performance

This workshop will help participants better understand themselves and others through completing and interpreting personality typing. We will develop problem solving and decision making skills around performance management issues. Topics included in this workshop are: temperament and leadership; positive and constructive feedback; barriers to solving problems; and the shared management model.

PERFORMANCE REVIEWS 2 DAY

This workshop will teach participants the importance of having a performance review process and how to work with employees to set performance expectations and goals. We will explore a proven interview process and techniques to make the performance review legally defensible. This workshop is interactive and participants will work individually and in groups to set standards and SMART goals. We will explore the characteristics of effective feedback and accepting criticism.

PROBLEM SOLVING AND DECISION MAKING 1 DAY

This workshop will teach participants new ways to approach problem-solving and help develop practical ways to solve some of the most pressing problems and reach win-win decisions. We will explore the problem solving model, fishbone analysis, the gradients of agreement, and decision-making traps.

STRESS MANAGEMENT 1 DAY

This workshop will help participants recognize that stress is a positive, unavoidable part of everyone's life. We will identify the symptoms of chronic stress overload and identify how lifestyle choices can contribute to stress and how we can work toward making different choices. We will develop some techniques to manage stress right now and being planning long-term protection against the cumulative affects of stress.

TEAMWORK 1 DAY

Building Better Teams

Participants will learn about different kinds of teams, how to develop team norms, how to identify their own team player style and ways to become a better team player. We will also explore ways to build team trust and examine two models of team development. Participants will complete a survey to identify their team player style and will work in small groups to discuss the strengths and weaknesses of that style.

TRAIN THE TRAINER 1 DAY

Participants will recognize the importance of considering the participants and their training needs, including the different styles and adult learning principles. We will practice writing learning objectives and learn how to evaluate whether these objectives have been met at the end of the training session. Participants will understand the importance of an instruction guide, develop an effective training style and learn how to use appropriate training aids and techniques.

Download Course Catalog here

 
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