Course Description:
The topics covered in this course include: Introduction What is Change Management?, Why Invest in Change Management?, Required Management Skills, Decision Making, Coalition Building, Achieving Action, Maintaining Momentum and Effort, Risk Planning and Evolution, Timescales, Change Roles, Sponsors-Agents-Advocates, Targets, Transition, Team Change, Principles, Change Skills, Influence and Negotiation Skills, Analytical Skills, People Skills, System Skills - Feasibility Statement, System Skills - Organization Problem Statement, Business Skills, Change Management as Problem Solving, Change as a How Problem, Change as a What Problem, Change as a Why Problem, The Change Process, The Ending State, The Transition State, The Future, Managing Transition, External Analysis, Economic Changes, Industry Changes, Technological Changes, Social Changes, Legal and Legislative Changes, Eco-environmental Changes, Internal Analysis - factors for success, Internal Analysis - resource audit, Change Management Steps, Choosing the Target, Getting the Green Light, Planning the Change Strategy, The Transition Team, Initiating Action, Unfreezing-Moving -Refreezing, Consolidating the Learning and Moving to the Next Cycle, Introduction Change and Culture, Observable Behaviors, Leaders, Pretenders, Dissenters, Coping Cycle, Denial and Defense, Discarding, Adaptation, Internalization, Organizational Responses to Change, Upper Management- Middle Management -Employees / Workers / Associates, Managing Change, Democracy, Collaboration Participation / Intervention Direction Coercion, Perceptions of the change program, Reversible - Divisible- Concrete - Familiar - Congruent - Sexy - Selfless.
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Quality Customer Service
The topics covered in this course include: Introduction to Quality Customer Service, What is Quality Customer Service /, Change your Paradigm, Customer Expectations, Basic, Expected, Desired and Unanticipated, Identify Your Customers, Identify Customer Needs, Deliver Quality Customer Service, Strategy, People , Systems, Monitor and Improve Results,
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Positive Workplace Environment
Positive Workplace Environment
Creative Problem Solving
Creative Problem Solving
Records Management
The topics covered in this course include: Introducing Records Management, Records Management General Principles, What is a record?, Why do we create records?, When do we file?, Who is responsible for Records Management?, How we create and file records?, Record Security, Record Disposal, Hazards of Incorrect Disposal, Where can I get help? and Reco
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Customer Service and Consulting
The topics covered in this course include: Managing Transition, External Analysis, Economic Changes, Industry Changes, Technological Changes, Social Changes, Legal and Legislative Changes, Eco-environmental Changes, Internal Analysis - factors for success, Internal Analysis - resource audit, Change Management Steps, Choosing the Target, Getting the
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