Bryan V. Bogre, Director of Parks, Recreation and Senior Services | Strongsville Recreation Department
“Meeting with The Training Works Group gave me the peace of mind that my staff was going to see how important customer service is, and that it is a direct reflection on how our customers perceive us. Melanie and her team were very easy to work with and performed great activities to keep everyone engaged. Five months later, I’m happy to report that I have not received ANY negative feedback from our customers! The TrainingWorks Group helped me and my staff with customer service, and I would recommend them to anyone.”
Learning and behavior change through TACT®
We customize each training program based on your audience, timing and specific outcomes. Everyone loves options, and you have several options as we design your training program – breaking a topic into multiple, shorter sessions (think parts 1, 2 and 3), getting creative with follow-up activities, creating a comprehensive curriculum… We’ll make the training work for you.
Here’s a sampling of our most requested programs.
Personality Styles and TACT®
Believe it or not, there is no right or wrong; we’re just different. Shine a bright light on personality preferences and their impact on working relationships and productivity. This one is certain to change the way people think and work together!
THINKING: identify your preferences, patterns and tendencies
APPEARANCE: understand how and why you behave the way you do, and others too
COMMUNICATIONS: communicate more effectively based on new awareness
TRAITS: increase your comfort level within yourself and with other coworkers, customers and vendors
May include identifying individual personality styles; Personal Styles Inventory assessment (Hogan and Champagne); understanding characteristics, strengths and potential blind spots of personality styles; how different styles interact; using this knowledge to build your team; action plan to improve relationships.
Communicating with TACT®
A great starting point to improve team communications or as the next step following Personality Styles and TACT®!
THINKING: define the communication styles
APPEARANCE: outline communication qualities and the importance of effective listening
COMMUNICATIONS: assess your own communication style and listening skills – there is no right or wrong; we’re just different!
TRAITS: identify your communication trouble spots and ways to overcome them
May include communication qualities; communication styles assessment; components of effective listening; listening and understanding; listening skills assessment; communication trouble spots; influencing styles; assertiveness; collaboration; resolving conflict; email etiquette
Listening with TACT®
“What? That’s not what I said!” We spend more time listening than speaking…or we should anyway. Distinguish between active listening and selective hearing, and learn why and how to truly listen for the message and the meaning!
THINKING: understand what it means to listen and begin to open our ears and minds to receiving more information
APPEARANCE: recognize and manage the hurdles to active listening
COMMUNICATIONS: give structure to the process of improving our listening skills
TRAITS: identify and practice behaviors that promote effective listening
May include three dimensions of listening; internal and external barriers to listening; listening skills assessment; visible and invisible aspects of listening behavior; taking responsibility for listening more and better; creating a plan for improvement.
TACT® for Teams: Getting It Together
Build camaraderie, trust and respect so team members understand each other and work better TOGETHER!
THINKING: move into a “team” mindset and think about the big picture
APPEARANCE: consider yourselves as team players and view each other as teammates
COMMUNICATIONS: open up the lines of communication between and among departments to start building stronger relationships
TRAITS: use your awareness of communication styles to reach better decisions and actions as a team
May include identifying an ideal team; revisiting interpersonal skills; communication styles assessment; communication for problem solving; coming to consensus; the benefits and challenges of diversity; conflict management; team styles; any number of fun activities that result in bonding, looking at things in a different way, learning to flex and improving communication.
Navigating through Change TACTfully
Yes, change is inevitable. But that doesn’t make it any less uncomfortable for you or your organization! The key is learning to work through your emotions and navigate the change better, quicker and more positively. Not only will this help you, it will also allow you to become a change agent and help others going through a similar experience.
THINKING: examine eight TACTical ways to change your thinking
APPEARANCE: recognize common reactions displayed during change and the perceptions associated with each
COMMUNICATIONS: define the phases of change and the importance of our communication behavior during each phase
TRAITS: interpret your role in supporting change
May include the phases of change; ways to work through each phase more effectively; reactions to change; navigating through change; leading through change; become a change agent.
Leading with TACT®
A boss says, “Go!” A leader says, “Let’s go!” Are you a boss or a leader? Embrace and enhance your leadership skills while letting go of the bossiness!
THINKING: define leadership obstacles and ways to overcome them
APPEARANCE: recognize what kind of image you don’t want to portray, in order to concentrate on the image you do want to portray as a leader
COMMUNICATIONS: outline important communication qualities to giving a tactful leadership image
TRAITS: interpret the four leadership styles and the importance of flexing to the person, group and situation
May include defining leadership; identifying leadership obstacles; your TACTful Leader Image; the Situational Leadership model (Hersey-Blanchard); defining which leadership style is appropriate to which developmental level of the person, group or situation.
Just like you can’t “parent from the couch”, you can’t coach from behind your desk or device!
THINKING: assessing and planning before you coach
APPEARANCE: defining the role of a coach
COMMUNICATIONS: coaching in 5 easy steps, using Three-Minute Coaching Moments and setting SMART goals
TRAITS: managing personality traits and setting goals based on the individual
May include the art of coaching; coaching vs. training; defining a performance problem; deciding which action to take; the role of a coach; the TACT® Coaching Model; coaching in 5 easy steps; one-on-one coaching; Three-Minute Coaching Moments; evaluating coaching sessions; effective communication skills, effective listening skills; handling personality traits; Individual Development Plans; effective goal-setting using SMART goals; suggested goal-setting verbiage, tools and helpful tips; follow up; mentoring
Resolving Conflict with TACT®
Conflict is reality. And, believe it or not, conflict can be healthy! Learn to deal with conflict in the most productive and positive way, while learning from it. This workshop is guaranteed to decrease your blood pressure!
THINKING: use conflict resolution steps and the TACT® Communication Model during discussions
APPEARANCE: become an advisor and partner who helps others to set and achieve their goals
COMMUNICATIONS: inquire and advocate so that coaching is a dynamic, two-way process
TRAITS: match your leadership and communication styles to the other person’s learning level and personality
May include the TACT® Conflict Resolution Model; conflict resolution steps; the TACT® Communication Model; being an advisor and partner; inquiry and advocacy; the TACT® Coaching Model; two-way coaching process; matching leadership style to learning level.
NOTE: TACTful Coaching is a suggested pre-requisite for this topic.
TACTful Problem Solving
When we have ownership and take accountability, it’s easier to solve a problem and arrive at a positive outcome. That’s true if you’re problem solving in a group or on our own. Assess your problem solving behaviors and learn how to become part of the solution, not part of the problem!
THINKING: practice creative thinking to reinvent your problem solving skills
APPEARANCE: look for opportunities to become a proactive decision maker vs. a reactive decision maker, by assessing your problem solving behaviors
COMMUNICATIONS: accept accountability and ownership vs. blaming when solving problems individually and with others
TRAITS: identify and incorporate feedback from colleagues
May include problem solving skills inventory; practicing out-of-the-box thinking; proactive vs. reactive decision making; the blame game; accepting feedback; applying suggested better practices; developing an action plan with a “Tactical to Practical” approach
Learning Styles and TACT®
Do you learn best by doing, hearing or seeing? In a group or on your own? How might your peers, subordinates and customers learn best? You may be surprised! Learn this and much more about sharing information effectively.
THINKING: uncover the 4 learning styles, the strengths and vulnerabilities of each, and your preferred learning style
APPEARANCE: maximize the strengths of your style and overcome any potential trouble spots
COMMUNICATIONS: approach all types of learning styles in a way that is comfortable for them and you
TRAITS: determine better ways to provide information and direction to peers, subordinates and customers based on learning styles
May include learning style assessment; behaviors of visual, auditory and kinesthetic learners; other common learning preferences and behaviors; action plan to move out of your learning style comfort zone; discussion and planning around team and organizational information sharing practices
TACT® for Trainers (full or mini session)
Training is not something you do TO people; it’s something you do WITH people. A great trainer shifts their thinking to understand and serve others. Learn how to better prepare, create the right environment, support different learning styles and influence those who you’re training…whether it’s informal or formal, one-on-one or in a group.
THINKING: define a trainer as a mentor, leader and coach
APPEARANCE: identify common trainer types and recognize how you are perceived as a trainer
COMMUNICATIONS: use a simple, five-step training process and incorporate often-forgotten feedback and follow up
TRAITS: train to the individual, based on their learning style and preference
May include the role of a trainer; common trainer types; accessibility and approachability; managing the change process; learning styles; the TACT® Communication Model; communication styles; effective communication skills; the five-step training process; accountability; feedback and follow up.
Building Customer Relations with TACT®
This is your must-have customer service workshop! Discover what it means to go above and beyond and provide truly excellent customer service…not just talk about it.
THINKING: reflect on tacky vs. TACTful customer service experiences and what you can learn from them
APPEARANCE: recognize that perception is reality and assess the customer’s perception of your organization based on service
COMMUNICATIONS: uncover the important components of communication and effective listening
TRAITS: assess the customer’s learning style and consider its impact during service
May include common reactions to change; perception vs. reality; effective listening and communication skills; learning styles; handling customer conflict; uncovering and understanding customer needs; explaining features and benefits; sensitivity training
Bright Ideas (innovation and process improvement)
Fire up the creativity! Consider new ways of looking at problems and processes, learn the best way to brainstorm, and practice your skills together.
THINKING: discover interesting ways to think outside the box
APPEARANCE: learn how to use TACT® during process improvement
COMMUNICATIONS: generate ideas and take them from tactical to practical
TRAITS: work together to identify the best ideas and solutions
May include fostering and harnessing creativity; ways to think outside the box; the concept of process improvement; LEAN principles; innovation activities; process improvement challenges.
Lean Manufacturing with TACT®
For the concept to work, Lean has to be understood, appreciated and embraced by the employees who create the products, supply the service and, therefore, own the processes that deliver value. Discover (or re-discover) process improvement and your role in it!
THINKING: define the phases of change and identify excuses for not changing
APPEARANCE: recognize your role in reducing waste and improving productivity
COMMUNICATIONS: discover how a Kaizen event happens
TRAITS: determine ways to involve everyone in process improvement
May include the phases of change; the Kaizen process; the 7 deadly wastes; the 5 S’s; the phases of change; TACT® Communication Model; Tactical to Practical activities.
Patricia Coyne, Community Partnership Coordinator | Cuyahoga Valley Career Center
“Melanie is a dynamic presenter with excellent platform presence! She engages the audience with enthusiasm, professionalism and candor. Melanie has volunteered her time at CVCC, presenting to staff, high school students and job seekers. Regardless of the audience, she manages to establish rapport at every level—she tailors her delivery to the audience. She is a delight to work with!”