All of these programs can be presented in a short (1.5 hour) or
long (3 hour) workshop. They are appropriate for in-house staff
training or breakout session at conferences.
Click here to request more information
about Ruby’s presentations and availability
As the demands on a supervisor increase, the job grows and changes.
This growth, however, can sometimes create challenges for supervisors,
who are now called upon to be "all things to all people."
In this session, Ruby will share ideas that will help you develop
positive skills as a supervisor and motivate your staff to be at
the top of their game. Remember, supervision is not a role - it's
a relationship.
What you will learn in this program:
• Characteristics of good supervisors
• 5 reasons supervisors fail
• Steps for clarifying expectations with your staff
• Ways to develop your staff
• Tips for improving communication
• Hints for improving time management and delegation
• How to be a good role model
• Ruby’s Top 10 Hints for success
The secrets to selecting the right employees are key survival tactics
for successful managers. Evaluating job candidates is complicated
and time consuming. In this session, Ruby will teach you how you
can avoid the pitfalls and make consistently good selections!
What you will learn in this program:
• 13 sources of recruitment
• 6 questions to ask yourself when writing a job description
• 7 most common mistakes interviewers make
• How to read between the lines of a resume
• 6 ways to set the environment for an interview
• 5 key areas to focus your questions
• 9 rules for selecting the best candidate
• Important steps to checking references
How to Develop an Effective Employee Training
Program
Description
Total quality performance calls for workers with solid basic skills.
In this session, Ruby will teach you how to help employees fine-tune
their skills - your secret weapon for nurturing loyal staff members.
Learn training strategies for introducing new employees to your
organization and how to improve their skills as they develop.
What you will learn in this program:
• Strategies for a positive learning environment
• Key elements of an effective employee orientation program
• How to develop an employee-training checklist
• How to clarify expectations beyond a job description
• How to provide the tools your employees need to do their job efficiently
and effectively
• 10 steps to holding a disciplinary session
Encouraging
Staff Development: The Performance Appraisal Process
Description
Performance appraisals are often given a bad rap. They're seen as
time consuming, inefficient and unproductive, often accomplishing
little more than ticking off employees who feel under attack while
giving the manager a bad case of acid indigestion. This workshop
turns that entire scenario around, offering a system that encourages
communication and helps employees understand their jobs better,
what is expected of them and where they are going within the organization.
What you will learn in this program:
• 5 most desirable characteristics of a leader
• Desirable attributes of accurate appraisals
• 5 levels of initiative
• 3 biggest secrets of an effective performance review
• Key steps to planning the appraisal interview
• 7 questions that most employees want answered in their reviews
Difficult employees can be toxic to any organization. If their issues
are not addressed, these staff members can cost businesses thousands
of dollars due to high employee turnover, lower employee productivity
and contribute to an overall poor work environment. In this session
Ruby will teach you how to address inappropriate behavior effectively,
while maintaining a positive relationship with your staff.
What you will learn in this program:
• How to head off potential problems and conflicts through establishing
performance standards
• How to design a performance planning system to promote improvement
• How to document and terminate employees who can’t be salvaged
Reenergizing Employees by Redefining
Organizational Values
Description
In this changing time, we need to innovate, adapt, shift and transform
the way we do business. To be the most effective, we must identify
and define core values to act as a guiding force. Shared values
and beliefs can be the “glue” which holds an effective
organization or team together.
An effective values program can provide your organization with many
benefits including linking personal and organizational values, providing
clearer direction and milestones for measuring and tracking progress.
Clearly defined values can provide a framework to achieve and sustain
optimum performance and cost effectiveness.
Ruby can teach you how to embody your organization’s values
and use these guiding forces as a framework for making decisions
about the future of your agency. This framework will enable you
to embrace the unknown and proceed with renewed confidence and direction.
What you will learn in this program:
• Create greater harmony and shared purpose by defining values
within your organization
• Identify how to gain buy-in from every individual and department
• Build a foundation for planning, decision making and hiring
• Create a plan for unveiling agency-wide values to the employees
Leaders who stand out from the crowd are those with exemplary communication skills.
Offering consistent and timely information presented in a positive manner can increase
employee satisfaction and retention and have a positive impact on your bottom line.
Your entire organization can run more effectively and you can focus your energy on
proactive planning instead of being in the reactive mode.
Repeatedly, communication is cited as the most frustrating aspect of a business.
Employees don’t feel included in decisions or honored for their ideas. Come learn
how to increase your business effectiveness by using these no fail strategies to
improve communication in your organization.
Participants will learn how to:
• Use two simple rules to energize staff to be problem solvers
• Effectively praise staff for their positive efforts
• Select and use appropriate communication channels
• Extinguish “Toxic Talk” that may be polluting morale
• Ask effective questions that encourage dialogue
• Eliminate one word from your vocabulary to promote positive perceptions
• Leave a positive impression with every conversation
• Be assertive when addressing performance shortcomings with staff
• Approach “Courageous Conversations” with confidence
• Incorporate listening skills to promote two-way communication
This session is designed for board members and administrators for business and
non-profit organizations. Learn the importance of the role you were elected for
and your legal responsibilities. Ruby will teach you the characteristics of an
effective board and administrator, duties of its members, and how to maximize the
effectiveness of meetings.
What you will learn in this program:
• Board Member responsibility
• Role of the Administrator
• Board and Administrator relationship
• New Member Orientation
• Accountability
• Budget Preparation
• Grant Administration
Leadership Strategies: Things you Must Know to Survive
Description
In today's challenging business climate, companies are turning to proven leaders
to head new strategies and organizational initiatives. A rapidly changing workplace
calls for new ways to work and lead. The effective leader will have developed new
skills and talents for managing continuous change while balancing accountability.
In this session, participants will examine the practical skills necessary to be an
effective leader in today's workplace.
Seven Star Customer Service: starting at the top to impact the bottom line
Description
As our customers expect more and more from us, the demand on our frontline employees becomes more intense. How can we help them develop the tools to excel in their job of representing our agency so we can grow our business? How do we overcome interdepartmental boundaries so that everyone is providing an exceptional level of service throughout the organization?
In this session we will explore management's role in promoting a positive guest experience at all levels of the organization. Come discover how to make well-integrated service delivery a reality.
In this session, participants will:
• Explore customer service concepts and techniques for managing front-line service providers all the way up to the top leaders of the organization
• Outline the cycle of service for your organization so that you can develop standards for each step in the cycle
• Clarify expectations that must occur in a timely manner to deliver excellent service.
• Identify communication techniques that create seamless service systems
• Develop strategies to promote positive interactions among the employees to promote, produce and delivering exceptional service
• Discover employee interactions that are critical to service excellence and then design agency-wide practices to support them
