Assertive Communication
December 3, 2008
9 am – 4 pm; 6 PDU; $349; Baldwin-Wallace, Berea
Instructor: Kathleen Razi
Registration
Course Description:
Assertive communication is the ability to express your opinions in an open and honest way without making others feel bad. Using assertive communication techniques allows us to take responsibility for ourselves and our actions in such a way that we do not blame or shame others in the process.
Communication theory and research are brought to light in this interactive session that identifies the difference between passive, aggressive, and assertive behaviors, and how to choose effective behaviors. The four assertive behavior styles are presented along with how to recognize and use them. After participating in this course you will have a greater understanding of how perceptions and expectations impact results.
Learning Objectives:
- Communicate actively and effectively
- Influence others
- Feel more in control
- Manage conversations
- Settle conflicts with confidence
- Deflect and avoid interruptions
- Negotiate successfully
- Express emotions with tactful composure
- Keep cool under pressure
- Get the power to say “No”
- Develop empowering behavior
Target Audience: Designed for individuals looking to boost their confidence and become more assertive; trainers, supervisors, facilitators, team leaders, managers at all levels
Course Outline:
- Passive, aggressive and assertive behaviors
- Choose effective behaviors
- How to recognize and use the four assertive behavior styles
- Perceptions, expectations and results
- Develop active listening skills
- Prepare for difficult situations
- How to confront problem behavior
Registration
Improving Service Organizations through Six Sigma
December 5, 2008
9 am - 12 pm; $229; B-W East, Beachwood, OH
Instructor: Henry Lewandowski
Course Description: Service companies tend not to employ Six Sigma methodologies because they see it as a solution for the manufacturing industry only. Service and healthcare industries must overcome the notion that, because their organizations are human-driven, there are no defects to measure. This program will provide an overview of Six Sigma principles and their application within the service/healthcare industry. In addition to lecture and group discussion, numerous case studies will be explored.
Learning Objectives:
- understand the principles behind Six Sigma
- discover how to identify potential projects within your own organization that would benefit from Six Sigma
Target Audience: Anyone who would like to improve their processes and customer satisfaction within the service or health care industries should attend. A familiarity with Six Sigma is recommended, but not required.
Course outline: coming soon
275 Eastland Rd.