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How to Deal with Difficult Personalities, November/December 2015

How to Deal with Difficult Personalities In many work situations, some co-workers are easy to work with, while others may be tough. It is, however, everyone’s responsibility to ensure that customers’ needs and business goals are met. Mastering skills to get along with different personalities may be both a challenging task and a most rewarding accomplishment. Leadership Tips last issue stated that some problematic workplace behaviors may be habitual, caused by unrealistic expectations and low tolerance for employees’ learning curves or mistakes. Perhaps communication styles may clash. Sometimes, though, co-workers may have acted in an overly aggressive manner. 10-11 2015 LT Agreesive Behavior...

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Executive Coaching: Pacific Cheese Company

  “Dr. Manning, of The Consulting Team, provided me with very useful coaching. I learned that I didn’t always have to be right. I learned to exercise more patience in listening to my staff. I received tools that helped me monitor my reactions, words, and body language. In other words, I increased my emotional intelligence.  I also received valuable insight on how to identify the emotions and reactions of those on the other side of a conversation and react to accomplish my goal.  Dr. Manning  not only helped me with my staff but has also helped me with my interactions with my customers,  a truly valuable and worthwhile experience that I enjoyed at every turn.” Peter V. Ernster, Jr. Sr. Vice President, Pacific Cheese Company More Testimonials...

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Assessments & Mediation: Attorney at Law

“Dr. Manning was very responsive and handled a very sensitive matter very effectively, bridging significant cultural differences with tremendous expertise. Her work was thorough and she was able to conclude the matter on time. This client was pleased and she worked with legal counsel seamlessly.” Linda Usoz, Attorney at Law More Testimonials...

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EQi 360° Executive Assessments & Team Building: Meyer Sound

“We have used Dr. Manning, of The Consulting Team, to facilitate teambuilding, assess and coach leaders, and mediate workplace conflicts. Marilyn’s warmth and ability to go into any situation and work with a variety of technical and non-technical people creates an immense resources for us. We love her enthusiasm and we love working with her.” Maureen McGraw, Human Resources Director, Meyer Sound More Testimonials Here....

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Executive Coaching: The Berkeley School

Dr. Manning’s ability to listen carefully, ask crucial questions, and combine big-picture management ideas with immediately applicable practices and structures made an immediate difference for me.” Mitch Bostian, Head of School, The Berkeley School   More Testimonials...

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Conflict Mediation: T.Y. Lin International Group

“What started out as a conflict resolution situation has turned out to be an incredibly important step in my professional development. The tension in the office is gone and my victories are many due to the coaching. Dr. Marilyn Manning and The Consulting Team brought many new tools to my tool box and the skills to know how to use them. I now have an understanding of the different personality traits and have learned how to work with them. Our work together has positively impacted almost all of my interactions with colleagues as well as with our clients.” Michael Fitzpatrick, Associate Vice President, T. Y. Lin International Group More Testimonials...

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City Council Goal Setting & Team Building: San Ramon

“Marilyn and The Consulting Team’s up front preparation with San Ramon’s City Council, attention to detail, and calm focused approach during the session helped our Council and staff maximize our time together and create clear goals for the City.” Greg Rogers, City Manager, and Eric Figueroa, Deputy City Manager, City of San Ramon More Testimonials...

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Services Overview

Print: Services Overview PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies...

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Assessment Tools

  Print: Assessment Tools PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Mediation

  Print: Mediation PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies...

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Diffusing Bullying Behaviors Through Coaching

  Print: Diffusing Bullying Behaviors through coaching Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service...

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Emotional Intelligence Executive Coaching and Assessment

  Print: Emotional Intelligence Executive Coaching and Assessment PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of...

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DiSC® Classic Communication Style Assessment

  Print: DiSC Classic Communication Style Assessment PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer...

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Managing Stress, Anger, and Frustration Through Coaching

  Print: Managing Stress Anger and Frustration Through Coaching PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture...

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Harassment Investigations

  Print: Harassment Investigations PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Facilitation

Print: Facilitation Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies Leadership Coaching:...

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Harassment Investigations

  Print: Harassment_Investigations PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies...

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Are Your Employees Being Bullied? July/August 2015

Bullies are no longer confined to the school playground. In fact, the Workplace Bullying Institute has determined that 37% of adult Americans have faced bullies on the job. Difficult people and personalities have always challenged teams and their leaders. Bullying behavior, however, can create stress and anxiety, which can lead to costly personnel issues. The Level Playing Field Institute’s research found $16.2 M for employee turnover; over a million dollars in litigation settlements; and $8 M in lost productivity could be traced back to bullying behaviors. Read More Are Your Employees Being Bullied? July/August 2015 Tips July/August...

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Facilitation Retreats and Off-Site Meetings

Print: Facilitating Retreats and Off Site Meetings Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service...

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Retreats for Goal Setting, Planning and Prioritizing

Print: Retreats for Goal Setting, Planning and Prioritizing Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer...

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POST Team Building Workshop (“TBWs”) for Law Enforcement

Print: POST Team Building Workshop Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Building Better Teams Through Facilitation and Consulting

Print: Building Better Teams through Facilitation_and_Consulting Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for...

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Managing Organizational Change Consulting

Print: Managing Organizational Change Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies...

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Appreciative Inquiry: Learning From The Best in Difficult Times

PRINT in PDF Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies Leadership...

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Resolving Conflict with Difficult Personalities: Why Can’t We All Just Get Along

Print: Resolving Conflict with Difficult Personalities – Why can’t we all just get along Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How...

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Managing Conflict with Co-Workers and Customers

Print: Managing Conflict with Co-Workers and Customers Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service...

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Critical Conversations

Print: Critical Conversations Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies Leadership...

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Assertive Communications

Print: Assertive Communications Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies Leadership...

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Supervisory 101: Back to Basics Training

Print: Supervisory 101 Back to Basics Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for...

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Management 101: Leadership Training in Challenging Times

Print: Management 101 Leadership Training in there challenging times Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of...

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Team Building Training

Print: Team Building Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies Leadership...

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Leading and Managing Positive Change

Print: Leading and Managing Positive Change Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for...

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Exceptional Customer Service: Putting People First

Print: Exceptional customer service Putting people first Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service...

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Exceptional Customer Service for Government and Non-Profits

c_Exceptional Customer Service for Government and Non-Profits Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service...

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Leadership Coaching: How to Motivate, Influence and Develop Potential

Print: Leadership Training Motivate, Influence, and Develop Potential Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer...

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Coaching Employees for Success

Print: Coaching Employees for success Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Emotional Intelligence Skills Training

Print: Emotional Intelligence Skills Training Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Facilitation and Meeting Management

Print: Facilitation and Meeting Management Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Making Time and Priorities: Practical Tips

Print: Making time and Priorities Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Stress Management Training

Print: Stress Management Training Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies...

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Presentation and Influencing Skills

Print: Presentation and Influencing Skills Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government...

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Performance Feedback: Training

Print: Performance Feedback Training Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies...

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Five Laws of Leadership

Print: The Five Laws of Leadership Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for...

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Business Writing Basics

Print: Business Writing Basics Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies...

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Communication: A Key to Customer Satisfaction, May/June 2015

Henry Ford, founder of the American automobile industry, said, “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” Imagine your boss telling you, “You were late turning in your assignment, and when I read it, I realized you didn’t give me what I wanted.” What would your response be? You might take a deep breath and say, “I’m sorry for any inconvenience I caused you. I misunderstood your directions and the due date. I promise to deliver the corrected assignment to you right away.” Consider the four basic needs of most customers: To feel welcome and comfortable To be heard and understood To feel important and respected To have their needs met   Read More Communication: A Key to Customer Satisfaction, May/June 2015 May/June 2015...

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How to Communicate During Change, March 2015

Thoughtful communication is essential at each stage of change. After employees move beyond denial and they have time to vent, their leaders can help them explore, accept, and commit to the change. Leaders who persuade employees to explore the opportunities and benefits of the change help them to accept it. ! Have you ever watched a movie where the newly-single lead character decides to try speed dating? This is where couples have five to ten minutes to meet, try to create chemistry, and persuade the other to accept a date. Similarly, in today’s busy workplace, leaders may only have five to ten minutes to persuade employees to accept a new direction. Read More How to Communicate during Change, March 2015   Mar 2015 Newsletter...

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Communicating about Change: Overcoming Denial and Resistance, January 2015

Whether you communicate to customers, citizens, or other employees, your ability to provide useful information, listen, and respond to other’s ideas is critical to you and your organization’s success. This is even more important when things change. Consider this: when IT departments change computer systems or revise software programs, they don’t consider the hardware’s reaction to those changes. Any glitches in the roll-out will not be system rejection, slowdowns, or grievances. Read more: Communicating about Change: Overcoming Denial and...

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Management Team Building & Training: Prysm, Inc.

  “My first contact with Marilyn was over four years ago to conduct a training program on “Dealing With Difficult Customers”. Since the experience had such a profound effect on our employees, she was invited back on numerous occasions. Her creative ideas for presentations and activities were inventive, entertaining, and astonishingly effective. Marilyn’s exceptional skills and professionalism have enhanced her coaching, training the trainer, personality profile sessions. She has distinguished herself as a conscientious and energetic trainer and coach, and I have enormous respect for her teaching and leadership skills.” Kathy Omaye-Sosnow, Vice President, Human Resources, Prysm More Testimonials...

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Emotional Intelligence: Path to Leadership, March 2014

Practice to Enhance Your Ability  to Positively Affect Others   Sometimes people become focused on the task at hand and don’t consider how what they say and do affects those around them. They need to practice awareness of others and their environment. You can improve your sensitivity by a little “Monday morning quarterbacking,” that is, analyzing past situations for clues of how people have reacted to your words, communication style, or actions. Read more: Leadership tips March 2014...

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Emotional Intelligence: Path to Leadership, February 2014

“A good head and a good heart are always a formidable combination.” ~ Nelson Mandela 1918-2013 Emotional Intelligence? At 0irst glance, the words look like a contradiction in terms. We have been taught that emotions cloud judgment and block rational thinking. Anyone who has worked for a hotheaded boss or with a weepy coworker, or attempted to reform a sullen employee might think emotions are a problem in the workplace. This conclusion is limited. Feb 2014 Leadership Tips...

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Services Overview

Leadership It is critical as executives and managers that you perfrom at top levels, and that you both attract and retain the best talent. We help you develop the strategies to change ineffective habits and behaviors into highly effective ones. We use both EQi 360 feedback reports and self-assessments in our executive and leadership...

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Listening: The Secret to More Productive Meetings, Oct. 2013

“We have two ears and one mouth so we can listen twice as much as we speak.” ~ Epictetus, Greek philosopher (55-135 AD) The meeting that could have been a short review leading to a critical decision turns into a long painful discussion, with people talking past each other and pushing off the resolution to another day. Team members, wasting time and energy in discussion, are so busy making their own points, they miss that they already concur. Sound familiar? Needless conflict is one of many reasons that meetings fail.   NL-201310-Meeting_Listening Oct 2013...

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Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA

  Conflict Mediation and Coaching Assessment Tools Diffusing Bullying Behaviors Through Coaching DiSC® Classic Communication Style Assessment Emotional Intelligence Executive Coaching and Assessment Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Stress, Anger, and Frustration Through Coaching Mediation Services Overview Facilitation and Consulting Assessment Tools Building Better Teams Through Facilitation and Consulting Facilitation Facilitation Retreats and Off-Site Meetings Harassment Investigations Managing Across Teams: Interagency, Interdivisional and Interdepartmental Teams Managing Organizational Change Consulting POST Team Building Workshop (“TBWs”) for Law Enforcement Retreats for Goal Setting, Planning and Prioritizing Services Overview TESTIMONIALS Video Clip: City Council Strategic Planning Facilitation by TCT for City of Redlands, CA Training and Workshops Appreciative Inquiry: Learning From The Best in Difficult Times Assertive Communications Business Writing Basics Coaching Employees for Success Critical Conversations Emotional Intelligence Skills Training Exceptional Customer Service for Government and Non-Profits Exceptional Customer Service: Putting People First Facilitation and Meeting Management Five Laws of Leadership How to Create a Culture of Customer Service for Government Agencies Leadership Coaching: How...

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Professionalism in the Office

____ Professionalism in the OfficeProven Techniques for Administrators, Secretaries, and Coordinators Revised Edition of Professional Excellence for Secretaries By Marilyn Manning Price: $13.95 + tax and shipping ISBN: 1-56052-606-8 Publisher: Crisp Publications, Inc. First Published: 2001 Description Whether your job title reads “Administrative Assistant,” “Executive Assistant,” or “Secretary,” you are a key member of your organization. To be a successful administrator, you must be able to establish priorities, coordinate projects, and organize resources. You must also know how to communicate effectively and become adept at developing strong working relationships while simultaneously juggling many tasks. This book will teach you how! It will also provide you with tools you need for assessing and refining your professional image and with techniques to help you commit to a positive change that will benefit you and your organization. Professionalism in the Office is an easy-to-read, interactive book that will show you that the power to succeed is in your hands. It is full of self-assessments, exercises, and examples to help you achieve a...

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Using Stress and Conflict Positively – Tape

____ Using Stress and Conflict Positively2 cassette audio album By Marilyn Manning Price: $25.00 + tax and shipping Description Discover these techniques: Stress coping strategies Guided relaxation to music 9 effective conflict resolution steps Exercises to reinforce learning “One of the most well-thought-out, succinctly presented and practical treatments yet encountered on how to deal creatively with life’s tension.” —Personal Selling Power Magazine...

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Leadership Skills for Women

  ____ Leadership Skills for WomenAchieving Impact as a Manager Price: $13.95 + tax and shippingBy Marilyn Manning and Patricia Haddock ISBN: 1-56052-325-5 Publisher: Crisp Publications, Inc. First Published: 1989 Description No one becomes a strong leader overnight. Leadership comes from a combination of good personal skills, talent, and character. As a woman leader, you possess unique talents that can help you achieve a positive impact as a manager. Leadership Skills for Women helps women leaders of today showcase their abilities. You will learn how to shape and nurture your leadership style through effective goal setting, successful conflict resolution, and personal development. It is essential, especially in today’s more collaborative environment, to build a cohesive team. Get advice on how to coax the best efforts out of everyone on your team using the seven basics of team leadership. This book also gives you the tools to rate yourself as a leader and to evaluate your team members through various exercises. Learn how to delegate skillfully and to master the...

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Office Management

  ____ Office ManagementA Productivity and Effectiveness Guide By Marilyn Manning and Patricia HaddockPrice: $13.95 + tax and shipping ISBN: 1-56052-604-1 Publisher: Crisp Publications, Inc. First Published: 2001 Description The modern office doesn’t look anything like the office of 25 years ago but they usually have one thing in common—the function of office management. The tasks may be very different today, extending well beyond checking the supply cabinet. But it still comes down to managing the three W’s: Workers, Workplace, and Workflow to ensure that the people, the facilities, and the timing of any activity are all part of an orchestrated plan which achieves the results needed. Office Management is a guide to organizing the essential tasks of an office manager. The role requires a variety of skills and a lot of patience. You have to be a people person who can assemble teams; you have to be a planner and you must be able to set standards and controls to achieve the productivity required; you need to be...

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Developing as a Professional

____ Developing as a Professional 50 Tips for Getting Ahead By Marilyn Manning and Patricia Haddock Price: $13.95 + tax and shipping ISBN: 1-56052-697-1 Publisher: Crisp Publications, Inc. First Published: 2004 Description Think of the professionals you admire. Most likely, they have achieved a certain success in life; they are well respected and dependable, and always project a positive attitude. To be thought of as a professional requires more than just being technically proficient; it means being able to communicate effectively, interact with others appropriately, and develop long-term, mutually beneficial relationships. Developing as a Professional is a how-to guide to presenting yourself well in business and social situations. You will learn what qualities define a professional and what you can do to gain recognition as a true professional in your workplace. The tips in this book are easy to turn to for on-the-job advice on everything from developing good work habits to minding your cubicle manners, as well as networking and scheduling your time effectively. Finally, you will find...

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The Communication Coach II

____ The Communication Coach IICommunication Tips FROM the Pros, FOR the Pros!Featuring Dr. Marilyn Manning, et.al. Price: $19.95 + tax and shipping Publisher: COTL Publishing First Published: 2006 Description “Business communications often fail to keep pace with the demand for real-time communications to address mission-critical business needs. They (communications) unravel communication bottlenecks, tie together applications, solve the simplest of challenges and support closer collaboration across the enterprise.” From a 2006 consulting study commissioned by Cisco Systems Why Poor Communication Skills Could Kill YOUR Business! In almost every study that looked at the challenges that businesses face today, “lack of communication” or “poor communication skills” ALWAYS ranked in the top three. Is that the case in YOUR business? Are communication problems hampering your productivity, causing costly mistakes or lowering morale? WHY HAS IT NOT BEEN SOLVED? Most consultants and trainers focus on one very specific area of communication skills or if they do present an OVERALL SOLUTION, it is a very costly process. You don’t have the time or the...

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Who Needs a Coach?

You? An employee? Your team? (Reprinted from Semiconductor Magazine March 2001) A manager supervised eight engineers, each from a different country. In his native country, this manager learned a top-down, authoritarian leadership style. Several of the engineers complained about his dictatorial style. His boss asked me to coach him to become a more collaborative team leader. After his initial resistance, he listened to the feedback, modified his approach, built a successful team and eventually got a promotion. To quote him: “Your feedback helped me take a hard look at myself. I’ll need a tune-up like this on a regular basis. It’s too easy to slip back into old ways.” A director at Lucent Technologies said: “Dr. Manning’s coaching has helped me in virtually every phase of my job. From more effective presentations to a better understanding of people’s working styles, I am a far more successful manager today than ever before. Coaching is also helping me and my management team achieves our goals and creates a work environment that retains and...

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How to Attract and Retain Top Talent

Building an Attractive Company Culture (Reprinted from Technology Digest, June, 1998) How do you attract, and then keep, your most talented people committed, loyal and motivated? The question has frustrated and even bewildered a growing number of companies in the past year or two. The work force and pool of resources of highly skilled, highly trained talent is shrinking. This is not a new problem, but it seems to be ever more critical. The question of attracting the brightest and best is a key issue for successful companies. Today with large signing bonuses and very attractive salaries and benefits, the more perplexing question is how to best build the loyalty of our talented people. The more talent we retain, the more talent we’ll attract. Your company may have recently been through a rash of significant changes, like the introduction of entire new product lines, mergers, or acquisitions. Your company culture may be rapidly changing which compounds the problem of building loyalty and retention. Loyalty generally builds over time. And, we...

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Retaining Talent in a Competitive Market

by Dr. Marilyn Manning How do you keep your most talented sales people and sales managers committed, loyal and motivated? The question has frustrated and even bewildered a growing number of companies and organizations in the past year or two. Our work force and pool of resources of highly skilled, highly trained talent is shrinking. This is not a new problem. How can we best build the loyalty of these people to keep them motivated and committed to our company? If your company is like many, it may have recently been through a rash of significant changes like the introduction of entire new product lines or mergers and acquisitions. The culture may be rapidly changing which compounds the problem of building loyalty and retention. Loyalty builds over time. When people feel they are contributing to an exciting product or worthwhile service, their level of commitment increases. Loyalty also increases when people feel respected and acknowledged for what they do. People want to feel valued and that they are making...

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Be a Better Meeting Manager

Learning to Deal with Difficult People Reprinted by permission from The Professional Speaker Magazine Have you ever felt the pulse pounding, face-flushing, word-sputtering frustration of having your meeting disrupted by: a hardcore bully an ego-centered princess a passive-aggressive a baby a negative Ned or Nancy a people pleaser or a non-player No matter how challenging, belligerent, or negative the difficult person’s behavior, don’t take it personally. By identifying the seven difficult personalities and responding to each with openness and sound techniques, you can improve their dynamics and therefore run better meetings. Meetings are great opportunities to share information with your team, to build skills, to motivate, and to give your team a chance to sound off. But even the best planned meetings can be a total loss if difficult people are not handled in effective ways. Try these techniques the next time you encounter one of these difficult people. Hardcore Hardcores are hostile, abusive and intimidating. They always have to be right and will charge like angry bulls if...

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Assess Your Own Strengths as a Decision Maker

  by Dr. Marilyn Manning To be an effective problem solver, you need the self-confidence to make decisions, and to feel comfortable with the risks involved in all decision-making. Doubt about your own abilities can interfere with your efforts to solve problems and to act as a leader who can guide a group of people toward sound decisions. It’s all too easy to remember the mistakes we’ve made—such as the misjudgments that seem so obvious in hindsight—and to let them overshadow our successes. Nothing boosts self-confidence like an awareness of our personal and professional strengths and abilities. Focus on a recent success to help you to accurately evaluate your problem-solving skills. Select a recent problem you have solved or a recent decision you have made on the job. Be sure your choice is one you are proud to recall! Write a brief, factual description of the event at the top of a fresh sheet of paper, i.e. I devised a new system for handling mail distribution in the office....

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How Effective is Your Leadership Style?

Motivating Employees According to Their Needs by Dr. Marilyn Manning Would your staff say that you are easy to work with? Would they call you picky, overly analytical? Do they accuse you of dropping the ball on occasion? Or, might they label you “bossy”? By the time we have been promoted several times as a manager, our leadership style has probably become rather consistent and fixed. After all, our style has worked so far and if people didn’t like it, wouldn’t they have said something? Most of us assume if we keep getting promoted, we must be doing something right. Not necessarily so. As a management consultant specializing in executive and team coaching, I am constantly amazed at how little useful feedback leaders receive about their styles. Most of us have attended workshops and communications training where we checked some little boxes to “discover” our management style. If we were candid, the information may have been accurate. But, did we really take the results to heart? Did we ask...

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Authority, Accessibility, and Assertiveness

  Cultivate Them as Your Base of Personal Power by Dr. Marilyn Manning Personal power means that you believe in yourself, that you can go after what you want and get it, that you have the right and the ability to reach your goals in your own way. There are three key skills you can cultivate in order to develop personal power: authority, accessibility, and assertiveness. Authority Authority comes from inner confidence. It begins with an attitude of “I can do it; I deserve success.” This attitude radiates outwardly as you assert your rights, as you ask for what you need and want, and as you develop a willingness to give to others and yourself. Most of us tend to discount our successes and when things go wrong, we tend to remember all our previous failures. Counteract this tendency by building an authority structure. Take a piece of paper and list everything you have done that gives you a feeling of pride. Then, make a separate list of all...

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Peak Performance Principles

(Reprinted from June, 1996, Professional Speaker Magazine) To attain peak performance in speaking and when giving any presentation, there are strategic principles that will increase your effectiveness. Failure to perform at our peak is generally due to our own negative attitudes, procrastination, ignorance about success principles, failure to write down goals, and our fear of change. The following peak performance principles should help you develop your own map for success. Clearing Nature abhors a vacuum. When you clear out the clutter in your life, something else will fill up the space. Make a list of anything you would be willing to toss out: old ideas, dated materials, old magazines, duplicates, old notebooks and notes you hoped to read someday. Throw out whatever you are no longer using or is no longer current and fresh. It takes some faith and trust to do it. When business slows down, I clean out my files. Inevitably I receive phone calls with offers of new business. It works, but it takes a risk to...

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The Seven Laws of Success

by Dr. Marilyn Manning There are four main reasons why people fail to succeed: negative attitudes, procrastination, ignorance about success principles, failure to write down goals and fear of change. By applying the Seven Laws below you can develop your own success structure. Clearing Nature abhors a vacuum. When you clear out the clutter in your life, something else will fill up the space. Make a list of anything you would be willing to toss out: old ideas, dated materials, old magazines, duplicates, old notebooks and notes you hoped to read someday. Throw out whatever you are no longer using or is no longer current and fresh. It takes some faith and trust to do it. When business slows down, I clean out my files. Inevitably I receive phone calls with offers of new business. It works, but you must take the risk of cleaning out the old. Giving When we give, we bring the flow of receiving. The expression, “What goes around, comes around,” applies to our business...

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Motivating Others Through Change and Challenging Times

  by Dr. Marilyn Manning High-performing managers embrace change rather than resist it. The best leaders are those who inspire whole teams to succeed in uncertain times. Here are tips to help you motivate others through our current highly-challenging times. Change is inevitable. Whether you’re at the top or the bottom of an organization, one thing you can count on in the future is that there will be change. Another thing you can count on is that these changes, whatever they turn out to be, will cause stress to you and your employees, since stress is a normal human response to change. The past year has seen unprecedented changes in the economy with a huge decline, massive layoffs and mergers, and general unease about the future of whole segments of the marketplace. The events cause most people to have heightened feelings of stress. The wake-up call from the past year showed that managers who are able to accept change today and plan for change in the future get rewarded...

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Meetings, Bloody Meetings!

(Reprinted from March 1998 issue of Channel Magazine) How do you keep your most talented employees, staff, board members, or association members focused and motivated in meetings, let alone motivating them to attend? The question has frustrated most of us. Meetings consume ever greater amounts of time, money and energy. Think of the last meeting you attended. Was it the best use of everyone’s time? Did you walk out with a sense of exhilaration and a clear set of actions and decisions? Or, did you wonder why you even bothered to attend? People need to feel valued and that they are making a difference not only in their work, but in the way they spend their time. Do you know what each of your people want and find most important? Do your meetings reflect the needs of the people involved? A recent study found that people want to be part of a worthwhile enterprise, be influential in decision-making, and create and contribute to mutually agreed upon objectives. Meetings can be...

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Embrace Diversity to Build Effective Teams

(Reprinted from Semiconductor Magazine, May, 2000) Turning a group into a team is one of the biggest challenges leaders face. We find ourselves leading groups of very diverse individuals in complex projects and tasks. We don’t always get to hand pick our teams, but rather we often inherit teams and all of their past baggage. Whatever the state of the group, we all need team skills. A recent report, “Office of the future: 2005”, states that the following skills are essential for future career success: strong people skills, the ability to communicate effectively and the leadership to build teams. A group becomes a team when you treat them like a high level, high profile project. You need to define your desired outcomes, set measurable goals, design your game plan with benchmarks and deadlines, and keep everyone focused. The basic definition of a team is: “a small number of people with complementary skills who are committed to a common purpose, performance goals, and an approach for which they hold themselves mutually...

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Peak Performance Principles in Speaking

(Reprinted from June, 1996, Professional Speaker Magazine) To attain peak performance in speaking and when giving any presentation, there are strategic principles that will increase your effectiveness. Failure to perform at our peak is generally due to our own negative attitudes, procrastination, ignorance about success principles, failure to write down goals, and our fear of change. The following peak performance principles should help you develop your own map for success. Clearing Nature abhors a vacuum. When you clear out the clutter in your life, something else will fill up the space. Make a list of anything you would be willing to toss out: old ideas, dated materials, old magazines, duplicates, old notebooks and notes you hoped to read someday. Throw out whatever you are no longer using or is no longer current and fresh. It takes some faith and trust to do it. When business slows down, I clean out my files. Inevitably I receive phone calls with offers of new business. It works, but it takes a risk to...

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Closing the Communication Gap

Managing Conflicts in High Tech Environments Reprinted from Channel Magazine, Sept. 1998 Communicating effectively and resolving conflicts in a high tech environment can be time-consuming and often stressful. That’s why many high-tech managers, supervisors and project leaders prefer to ignore conflicts and focus on concrete results. Most conflicts are not faced until they become a crisis. The major obstacles to resolution are the lack of communication skills and the time to adequately engage in the necessary processes that lead to closure. Having worked as a conflict mediator and facilitator for fifteen years, I have discovered some useful strategies. This article should help you feel more confident to tackle some of the tough behaviors as they arise. Thus, keeping you out of crisis management mode. It’s important to note that every conflict has two elements: content and process. Both content and process issues need to be skillfully addressed. And technically oriented people are usually far more skilled in the content issues, not process. By content, I mean strategy and tactics that...

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Dealing with Stress in the Face of Change

by Dr. Marilyn Manning The best leaders follow tried-and-true methods to help relieve anxiety. Change is inevitable. Whether you’re at the top or the bottom of an organization, one thing you can count on in the future is that there will be change. Another thing you can count on is that these changes—whatever they turn out to be—will cause stress to you and your employees, since stress is a normal human response to change. The past year has seen unprecedented changes in the semiconductor equipment industry—we went from a year of more than 80 percent growth and unbridled optimism to a year of 40 percent decline, massive layoffs and mergers, and general unease about the future of whole segments of the industry. The events of September 11 induced their own anxiety, leaving many people with heightened feelings of stress. However, all these changes showed that the established and accepted methods for mitigating stress are still effective. The wake-up call from the past year showed that managers who are able...

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Coaching for Change

(Reprinted from Semiconductor Magazine, June 2000) Just when things seem to be working well, you have to do more with less, faster, cheaper, and better. YOU may have to change. A manager is given a high profile project with eight diverse engineers, each from a different country. His culture taught him to rule from the top down. His opinions are rarely questioned. Several of his engineers have complained to his boss that they want to work collaboratively, not in a hierarchy. My assignment was to help him change his dominating style into a collaborative team leader. After applying the blueprint which follows, several sessions with the leader, and several with the team, he got a promotion for demonstrating that he could modify his style and get positive results. He calls me for a tune-up every six months or so, when he feels he’s slipping back into his old patterns. When styles clash, it’s tough. Coaching is often used to mitigate a crisis and relieve tension. But it is also useful...

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How to Build Customer Service from the Inside Out

by Dr. Marilyn Manning “Always do right. This will surprise some and astonish the rest.” Mark Twain Davidow and Uttal (1990) say, in their book Total Customer Service, The Ultimate Weapon, that “Thousands of businesses will be shaken and even shattered by their inability to render effective customer service,” Quality service is defined as, “building customer loyalty and goodwill by exceeding expectations and needs”. From my observation, organizations that consistently deliver outstanding service practice the same level of service with employees. Inside customer service is a critical foundation often neglected. And, building employee loyalty can pay big dividends. A recent MCI-Gallup poll of CEOs said that the most important sources for a competitive advantage are quality, service, and responsiveness. Why not begin on the inside to insure employee and customer loyalty? It is surprising how easy it is to take other employees for granted. Do you and your staff always apply common courtesies to each other? Does your team or organization have clear behavioral expectations or an effective “code of...

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Leading Questions – Know Your Personality as a Manager to Get to the Top

(Reprinted from 9-29-99 issue of Chicago Tribune) Does your leadership style wear like a bad suit? As a 19-year-old entry level cook at Chicago’s Ritz-Carlton, Sarah Stegner remembers concentrating on nothing but good, six nights a week. As she began to prove her skills, she moved from cleaning fish to being an assistant chef in charge of cold foods. Then came a promotion to sous chef, and finally to her current position as a dining room chef, a job she’s held for nine years. With each promotion, her success began to depend not only on her cooking finesse, but also on her management skills. Stegner, now 35, learned those skills on the fly. “I found it to be extremely difficult,” she said of the transition to managing people. Today Sterner manages a team of seven people reporting directly to her and has snagged some of the most coveted awards her industry hands out. She won a national title in 1994; the Rising Star Chef of the Year in America, by...

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Use Vision to Motivate Others in a Strategic Direction: A Key Tool in a Tough Economy

  by Dr. Marilyn Manning In a tough economy it is more important than ever to study market trends, take inventory, re-examine your values, and create and communicate a vision that positions you and your organization as innovative leaders. Why is this important? With bankruptcies and failures and government bailouts, people want to do business with successful organizations, which will be there when the economy rebounds. Organizational vision is the future the organization seeks to create, based upon their unique strengths and values, in the current market environment. Research from major consulting firms including Gallup, Hewitt and Mercer suggest that when employees are connected to something bigger than their jobs, they are more satisfied in their jobs, and motivated to give their best to their jobs. It turns out an organization’s vision is one of the major ways that connect employees to the bigger picture. How does an employee on a manufacturing line feel good about their job? They know that Quality is Job 1. They know their company...

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Building a Better Team

  by Dr. Marilyn Manning Working with difficult people, says the author, requires compassion and understanding. Citing seven difficult personality types, she suggests ways in which confrontations can be converted to win-win situations. Get with the program Ideally, your company should put in teams only those employees who are receptive to the idea, management experts say. But if your bosses have gone ga-ga for teams and you’re cool to the concept, make the best of it for the sake of your career or find a company with a workplace hierarchy that suits you better. Sharon Morris, a management consultant in Fremont, tells of an employee at one high-tech company who strongly opposed being part of a team. He didn’t want his colleagues to take credit for his individual efforts. His reluctance to work in the team environment ultimately led to his termination. Communicate effectively You must voice your opinions if you disagree with the team’s decisions. Team members who fail to speak up are essentially sanctioning the practice through...

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Seven Difficult Personality Types and How to Deal With Them

  by Dr. Marilyn Manning Have you ever felt the pulse pounding, face-flushing, word-sputtering frustration of having your meeting disrupted by: a hardcore bully an ego-centered princess a passive-aggressive a baby negative Ned or Nancy a people pleaser, or a non-player. No matter how challenging, belligerent, or negative the difficult person’s behavior, don’t take it personally. By identifying the seven difficult personalities and responding to each with openness and sound techniques, you can improve their dynamics and therefore run better meetings. Meetings are great opportunities to share information with your team, to build skills, to motivate, and to give your team a chance to sound off. But even the best planned meetings can be a total loss if difficult people are not handled in effective ways. Try these techniques the next time you encounter one of these difficult people. Hardcore Hardcore personalities are hostile, abusive and intimidating. They always have to be right and will charge like angry bulls if you challenge or cross them. Take a deep breath....

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Creating a Vision

  by Dr. Marilyn Manning “Unusual wisdom is foreseeing what is going to happen.” Webster To sell your product or service, you need vision. A vision is a picture of the future we seek to create, described in the present tense, as if it were happening now. It shows where we want to go, and what we will he like when we get there. The word comes from the Latin videre, “to see.” When you work on your vision, consider your strategic focus, your market place competitive advantage or what makes you unique and marketable, how you add value to others, what are your current competencies, and what are your deeply felt values. Is this article, I give you simple steps to access where you are and to articulate your vision to position your future direction. All successful leaders have a vision for their businesses, projects or teams. In fact, you wouldn’t be a leader if you didn’t have vision, if you couldn’t see exciting possibilities not only in...

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Are Visions Useful?

by Dr. Marilyn Manning To sell your product or service, you need vision. To attract investors, you need vision. To market yourself, you need vision. Is this article, I give you simple steps to articulate your vision. All successful leaders have a vision for their businesses, projects or teams. In fact, you wouldn’t be a leader if you didn’t have vision, if you couldn’t see exciting possibilities not only in your product or services, but also in your people. And, yet, many leaders when asked to create a vision statement for their team tend to minimize the importance of this process. They often give it lip service, so they can get back to the “real work.” An in-depth, thoughtful vision process can be a major motivator. An authentic vision comes from your soul, your team’s soul, and touches the heart. A team that is emotionally moved by their vision has the strength to overcome the rough spots and the ups and downs any business faces. When the team has...

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Listening Tips for Meetings, August 2013

A Note from Marilyn — Over the years, The Consulting Team has received many positive comments about our newsletter, Leadership Tips. We have 4,000 subscribers who continue to find our information helpful and easy to apply. Our last issue of Leadership Tips focused on listening skills, an important, though sometimes neglected, communications’ component. The article in July’s newsletter, “Listening: The Secret to Better Relationships,” presented many tips to improve personal listening skills. They are applicable in most situations. This month our tips apply to a specific, yet common, work situation: meetings. It is difficult enough to listen one-on-one. It can be even more challenging when several people speak on an agenda item, especially one with high stakes. Everyone wants to have their opinion heard, and they don’t always want to hear the opinions of others. Use The Consulting Team’s time-tested skill-building practices to help you address these questions: How can I set up meetings to promote better listening? What can I do to become a better listener in meetings?...

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Positive Solutions to Government Agencies

City Manager Struggles with New Council: The new city manager faced his first change of mayor and council members. He needed to get all on board quickly and gain buy-in to the city’s effort to tame a tough budget. The Consulting Team crafted a team building agenda that focused on the city’s annual accomplishments. Emphasis was on advances by all departments through teamwork with each other and the community. We laid the groundwork through exercises and issue-related dialogues, and a solid relationship was formed with the newly elected officials.   Succession Plans for Rapid Attrition: A new police chief and his command staff faced deep budget cuts and numerous command staff retirements. He needed to solidify his team to meet the challenges of the next few years. The Consulting Team facilitated their strategic planning session and gave them the tools to unite the team and make the right decisions. They called upon us to help revise their strategies three years later, and we found they had built a stronger...

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Healthcare – Using Stress Positively

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Selecting Future Leaders – March, 2013

This month Glassdoor.com released this >year’s ratings of CEOs. According to Forbes Magazine, “The list is based on reviews voluntarily posted by employees from all over the world who answer the following question, ‘Do you approve of the way this person is handling the job of leading this company?’ The results are calculated similar to presidential approval ratings, and the 50 toprated chief executives are honored as The World’s Favorite Bosses.” Listed leaders are active CEOs who received 100+ reviews February 2012-2013 and 40+ reviews February...

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Selecting Future Leaders, March 2013

  A Note from The Consulting Team — Many organizations now face a leadership double whammy. The first hit we all expected: Baby Boomer boss retirement. The second, an unforeseen consequence of the economic downturn, was retirement plan reductions. This circumstance has forced many leaders and managers into use-it-now or lose-a-lot positions. Organizations are replacing leadership personnel at a quick pace. The silver lining is that there are many opportunities for advancement for those who aspire to be promoted. The challenge in hiring managers is to replaceexperienced retirees with the talent needed to surmount future demands, and possibly to become tomorrow’s favorite boss. This issue of Leadership Tips provides guidance for the vital task of selecting your organization’s future leaders. Our warm regards, Marilyn Manning, Ph.D. (650) 965-3663 Selecting Future Leaders Look Here for full PDF Version This month Glassdoor.com released this year’s ratings of CEOs. According to Forbes Magazine, “The list is based on reviews voluntarily posted by employees from all over the world who answer the following question, ‘Do you approve of...

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Engaging Your Team: From Complacent to Committed – January 2013

Do you ever notice how excited new employees are their first day of work? They are eager to learn and take on their duties. Have you noticed the same employees six months later – one, two, or several years later? Many times their enthusiasm has vanished. They become complacent and even complain about what were once vital interests and challenges. Their jobs have become stale. How can you reignite that former spark of engagement in your employees to better meet your organization’s goals?...

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