Which came first: the process or the procedure? It might sound like a familiar joke, but it is not a laughing matter. In fact, maintaining a current and complete set of Standard Operating Procedures is an issue many organizations struggle with, leaving them open to inconsistent service delivery, lack of knowledge management, and in some cases minimal tools to train with. There are inherent struggles in writing and maintaining an effective SOP manual; this program will address them head on. We will identify strategies to combat challenges, define essential procedure components that are often overlooked, determine who should be involved in defining the procedure, explore writing and editing styles for SOP manuals, draft procedure language, and share best practices. Participants will walk away with tools, templates, drafts, and a clear plan for enhancing, or developing an agency’s SOP.
Is written communication becoming your most critical skill? Do you find yourself writing an email before picking up the phone? Is your PDA driving your communication mode? If you answered yes, chances are you are writing A LOT and your skills may need some polishing. Writing with Reader Respect™ is guaranteed to help you write more effectively. Learn how to best organize your message and avoid the top five common errors made in workplace writing. You will receive informative job aids and “cheat sheets” that will bring you value long after the class is over. Incorporating the Three Guiding Principles® in your communications will help you create respectful, effective communications.
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"Really enjoyed the examples...
extremely useful to me. I've never experienced a course like this. I learned a lot to apply to the real world. This should be available to all staff!"
To become a successful organization, communication is key! Although many may see communication as common sense, apparently it is not that common. Lack of this critical skill tends to be the root cause of poor morale, low job productivity, missed opportunities, and many more frustrations in the workplace. This program will provide skills and strategies that focus on positive communications and real world collaborative problem solving that are needed on a daily basis. Communicating in Synch™ will introduce the Three Guiding Principles®, which are the foundation for working with difficult team members, respecting cultural differences, focusing on solutions during a crisis, and redirecting negativity, as well as introducing the Plan-2-Agree model and de-escalation techniques. These three skills are guaranteed to enhance work relations and maximize individual and organizational potential, so staff will be Communicating in Synch™!
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