TTB Management Development System
Managing People
Training
Provided by The Training Bank
This comprehensive online learning system contains over 40 hours of practical and easy to apply training.
There are 47 self-study courses, 6 self-assessments, and dozens learning activities, exercises and job aids. We cover a wide range of topics which are need-to-know for anyone who manages or supervises others. Learning categories include:
- Managing Others (10 courses)
- Human Resource Practices (10 courses)
- Business Planning and Improvement (8 courses)
- Time Management and Productivity (2 courses)
- Work Environment/Team Development (4 courses)
- Communication/Interpersonal Skills (6 courses)
- Customer Focus/Service (7 courses)
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TTB Management Development System
The Management Development System.
Enhance your capabilities as a manager, supervisor or team leader
This comprehensive online learning system contains over 40 hours of practical and easy to apply training. There are 47 self-study courses, 6 self-assessments, and dozens learning activities, exercises and job aids. We cover a wide range of topics which are need-to-know for anyone who manages or supervises others.
Learning categories include:
- Managing Others (10 courses)
- Human Resource Practices (10 courses)
- Business Planning and Improvement (8 courses)
- Time Management and Productivity (2 courses)
- Work Environment/Team Development (4 courses)
- Communication/Interpersonal Skills (6 courses)
- Customer Focus/Service (7 courses)
Management Development Training Modules
TheTrainingBank (TTB) offers a collection of skills based management modules designed to assist managers in diagnosing "work problems" and situations. TTB can assist you in assessing your personal training needs, teach you specific management and interpersonal skills, provide you with an opportunity to practice those skills and allows you to set personal improvement goals. TTB Training Modules cover the following areas:
Qualities of Leadership
We all know when we're around one. Leaders have that something special that galvanizes the workplace, excites employees and makes work truly rewarding. Learn the qualities of an effective leader based on dozens of documented models and case studies.
Basic Customer Service Skills
These are the nuts and bolts for service employees - the ABC's of customer service. Greeting a customer, transferring calls, presenting yourself in a friendly manner, resolving problems and more. Don't take these for granted Research shows that companies that consistently demonstrate these simple techniques are perceived as more professional, more credible and more customer oriented
Creating a Customer Focus
Describes how your organization can create an awareness of, and commitment to your customers in every part of the company and among every staff member.
Know Your Customer
Do you really know what your customers expect in terms of service and product quality? We'll show you how to use surveys and interview tools to gather their feedback and pinpoint areas for improvement
Know Your Competition
How do you know you're providing exceptional service or products if you don't know what your competition is offering? Try these investigative techniques
Customer Service Skills
Offers specific steps for providing exemplary customer service, winning back angry customers, selecting new hires with a knack for service, training tips for your existing customer associates and more.
Get off my back Are you a micro-manager?
Too much management. It's one of the most common complaints of employees and one of the factors that creates unnecessary administration and red tape. Find out if you're micro-managing your employees
Learning from the Customer
Critical Customer Incidents - they're the highs and lows of business. Learn from your successes and avoid your mistakes with these simple techniques.
Human Resource Legal Issues (2 versions)
In today's environment managers need to be aware of the legal implications of their personnel decisions. Do you know what constitutes discrimination or harassment? Do you know what questions to avoid when interviewing? Do you know the legal implications of terminating an employee? This is a must for every manager.
Great Service by Phone
Remember...you only get one chance to make a first impression. Make sure every person in your company knows how to provide outstanding service over the telephone - it may be their only chance
Measuring Service and Operational Quality
Do you have a report card for measuring how efficiently your business is operating? Here's how to create one
Managing Conflict
Conflict in the work place may not always be as obvious as you think. Conflict is behind those factions of employees who can never seem to work together. It's often behind those hour and a half lunch breaks and tardy arrivals. When customer service goes sour or productivity drops don't be surprised if conflict is bubbling near the surface. There's a fine line between constructive conflict that's good for your organization and personal conflict that can spread like a disease. As a manager you need to know how to manage both.
Job Analysis
A critical building block of your Human Resource practices - recruitment, interviewing, selection, performance evaluation, career development - is the Job Analysis. Learn how to accurately define the responsibilities of each job in your organization and how to integrate that information with your Human Resource practices.
Time Management
If only you had 48 hours in a day rather than 24 you could get caught up on all your work, you could develop a business strategy, create a.....SNAP OUT OF IT Back to reality. You only have 24 hours and don't forget your family and sleep. Learn how to better manage your time, decrease interruptions, delegate, plan and much more.
Benchmarking
Explains how to use benchmarking to improve performance (strategic and operational). Step by step instructions and tips for getting your benchmarking project off the ground.
Interpreting Flowcharts
We all use them. But how many people really know how to use them to find improvement opportunities? Here are some great tips for using flowcharts to improve the process - not just to document it.
Goal setting/Feedback (2 courses)
Covers specific steps on setting effective goals with employees and teams. Also explains the best approaches for providing positive feedback and providing constructive negative feedback.
Group Decision Making
Explains the pitfalls of group decision making and why groups often reach "false consensus". Offers specific steps team leaders or meeting facilitators can take to help groups reach effective decisions.
Managing Change
Presents steps managers can take to reduce employee resistance to change. Also offers suggestions on how managers can promote an expectation of constant change and improvement.
Adaptive Leadership (2 courses)
Describes how managers can assess the individual needs of their staff based on their level of "self-directedness". Also explains four specific styles of management which are matched to employee needs.
Empowerment and Motivation (2 courses)
Presents a case study of one organization's approach to implementing a comprehensive Empowerment and Motivation program for employees. Describes specific initiatives you can implement to promote empowerment and motivation among your staff.
Team Building Skills (2 courses)
Describes techniques for managers to assess the level of "teamwork" and cooperation among their staff. Offers simple techniques to promote team building.
Meeting Management
Explains specific techniques for structuring and facilitating your meetings to gain efficiency and productivity
Presentation Skills
Offers a model for developing and organizing your presentation for maximum impact. Also offers techniques and suggestions for decreasing anxiety in front of groups.
Listening Skills
Offers ways for managers to assess how effectively they listen to their employees.
Dealing with Difficult Situations (2 courses)
Presents 16 difficult, and unfortunately common, situations faced by managers. Offers specific steps for handling these situations and techniques for diagnosing and addressing other ones.
Conducting Career Discussions
Helps managers conduct realistic and effective career discussions with employees. Offers suggestions on how to broaden employee careers when no promotion opportunity exists.
Conducting Performance Evaluations
Describes what managers should do before, during, and after evaluations to make them an effective tool for performance management.
Effective Interviewing
Presents a model for effectively interviewing and selecting new hires. Covers how to conduct an effective job analysis to compare requirements to candidate qualifications.
Reward and Recognition Programs
Describes a model for developing effective reward and recognition programs. Also offers suggestions on how to avoid the problems that typically undermine reward programs.
Orientation Programs
Effective orientation programs help new employees get off on the right foot and reduces their anxiety. This module explains important considerations in designing and evaluating yours.
Developing a Strategic Plan
Offers a model (based on Malcolm Baldridge Quality framework) senior executives can use in developing their strategic plan.
Creating a Culture
A culture just doesn't evolve. Many organizations today lack a describable culture. Learn how to create one - and the devastating effects of having the wrong one.
Organization -Wide Quality Management
Offers a generic model that any organization can use to develop a results oriented Quality Management Program.
Self Directed Work Teams
Whether you like them or not you may need them. As companies downsize and flatten their organizational hierarchy, more and more responsibilities are placed on employee teams. Learn how to implement and develop these teams.
Implementing Quality Improvement Teams
Presents specific steps for implementing QI Teams to gain improvements in service and productivity. Describes the common obstacles these teams run into and how to avoid them.
Structured QI Techniques
Learn how to use structured techniques (objective statements, process mapping, brainstorming, storyboarding, pareto analysis, group prioritizing, cost benefit analysis, force field analysis and cause and effect diagramming) for problem solving and process analysis. Explains how to diagnose a problem and select the appropriate technique.
Facilitating Group Dynamics
This module looks at techniques facilitators can use to guide teams/groups effectively by addressing the behavioral side of meetings. Should be used in conjunction with Structured QI Techniques.
Quality Improvement Teams/Department Manager's Role
We've found that the department level managers, the ones directly supervising staff, play a critical role in implementing Quality Improvement. They're the first level of management responsible for operationalizing the Quality program from on high. The executives are demanding results. The employees are demanding support and recognition. The manager is left walking a tightrope between today's productivity and fixing tomorrow's problems. This module describes the unique and incredibly important responsibilities of the first line manager.
Enhance your capabilities as a manager, supervisor or team leader
This comprehensive online learning system contains over 40 hours of practical and easy to apply training. There are 47 self-study courses, 6 self-assessments, and dozens learning activities, exercises and job aids. We cover a wide range of topics which are need-to-know for anyone who manages or supervises others.
Learning categories include:
- Managing Others (10 courses)
- Human Resource Practices (10 courses)
- Business Planning and Improvement (8 courses)
- Time Management and Productivity (2 courses)
- Work Environment/Team Development (4 courses)
- Communication/Interpersonal Skills (6 courses)
- Customer Focus/Service (7 courses)
Management Development Training Modules
TheTrainingBank (TTB) offers a collection of skills based management modules designed to assist managers in diagnosing "work problems" and situations. TTB can assist you in assessing your personal training needs, teach you specific management and interpersonal skills, provide you with an opportunity to practice those skills and allows you to set personal improvement goals. TTB Training Modules cover the following areas:
Qualities of Leadership
We all know when we're around one. Leaders have that something special that galvanizes the workplace, excites employees and makes work truly rewarding. Learn the qualities of an effective leader based on dozens of documented models and case studies.
Basic Customer Service Skills
These are the nuts and bolts for service employees - the ABC's of customer service. Greeting a customer, transferring calls, presenting yourself in a friendly manner, resolving problems and more. Don't take these for granted Research shows that companies that consistently demonstrate these simple techniques are perceived as more professional, more credible and more customer oriented
Creating a Customer Focus
Describes how your organization can create an awareness of, and commitment to your customers in every part of the company and among every staff member.
Know Your Customer
Do you really know what your customers expect in terms of service and product quality? We'll show you how to use surveys and interview tools to gather their feedback and pinpoint areas for improvement
Know Your Competition
How do you know you're providing exceptional service or products if you don't know what your competition is offering? Try these investigative techniques
Customer Service Skills
Offers specific steps for providing exemplary customer service, winning back angry customers, selecting new hires with a knack for service, training tips for your existing customer associates and more.
Get off my back Are you a micro-manager?
Too much management. It's one of the most common complaints of employees and one of the factors that creates unnecessary administration and red tape. Find out if you're micro-managing your employees
Learning from the Customer
Critical Customer Incidents - they're the highs and lows of business. Learn from your successes and avoid your mistakes with these simple techniques.
Human Resource Legal Issues (2 versions)
In today's environment managers need to be aware of the legal implications of their personnel decisions. Do you know what constitutes discrimination or harassment? Do you know what questions to avoid when interviewing? Do you know the legal implications of terminating an employee? This is a must for every manager.
Great Service by Phone
Remember...you only get one chance to make a first impression. Make sure every person in your company knows how to provide outstanding service over the telephone - it may be their only chance
Measuring Service and Operational Quality
Do you have a report card for measuring how efficiently your business is operating? Here's how to create one
Managing Conflict
Conflict in the work place may not always be as obvious as you think. Conflict is behind those factions of employees who can never seem to work together. It's often behind those hour and a half lunch breaks and tardy arrivals. When customer service goes sour or productivity drops don't be surprised if conflict is bubbling near the surface. There's a fine line between constructive conflict that's good for your organization and personal conflict that can spread like a disease. As a manager you need to know how to manage both.
Job Analysis
A critical building block of your Human Resource practices - recruitment, interviewing, selection, performance evaluation, career development - is the Job Analysis. Learn how to accurately define the responsibilities of each job in your organization and how to integrate that information with your Human Resource practices.
Time Management
If only you had 48 hours in a day rather than 24 you could get caught up on all your work, you could develop a business strategy, create a.....SNAP OUT OF IT Back to reality. You only have 24 hours and don't forget your family and sleep. Learn how to better manage your time, decrease interruptions, delegate, plan and much more.
Benchmarking
Explains how to use benchmarking to improve performance (strategic and operational). Step by step instructions and tips for getting your benchmarking project off the ground.
Interpreting Flowcharts
We all use them. But how many people really know how to use them to find improvement opportunities? Here are some great tips for using flowcharts to improve the process - not just to document it.
Goal setting/Feedback (2 courses)
Covers specific steps on setting effective goals with employees and teams. Also explains the best approaches for providing positive feedback and providing constructive negative feedback.
Group Decision Making
Explains the pitfalls of group decision making and why groups often reach "false consensus". Offers specific steps team leaders or meeting facilitators can take to help groups reach effective decisions.
Managing Change
Presents steps managers can take to reduce employee resistance to change. Also offers suggestions on how managers can promote an expectation of constant change and improvement.
Adaptive Leadership (2 courses)
Describes how managers can assess the individual needs of their staff based on their level of "self-directedness". Also explains four specific styles of management which are matched to employee needs.
Empowerment and Motivation (2 courses)
Presents a case study of one organization's approach to implementing a comprehensive Empowerment and Motivation program for employees. Describes specific initiatives you can implement to promote empowerment and motivation among your staff.
Team Building Skills (2 courses)
Describes techniques for managers to assess the level of "teamwork" and cooperation among their staff. Offers simple techniques to promote team building.
Meeting Management
Explains specific techniques for structuring and facilitating your meetings to gain efficiency and productivity
Presentation Skills
Offers a model for developing and organizing your presentation for maximum impact. Also offers techniques and suggestions for decreasing anxiety in front of groups.
Listening Skills
Offers ways for managers to assess how effectively they listen to their employees.
Dealing with Difficult Situations (2 courses)
Presents 16 difficult, and unfortunately common, situations faced by managers. Offers specific steps for handling these situations and techniques for diagnosing and addressing other ones.
Conducting Career Discussions
Helps managers conduct realistic and effective career discussions with employees. Offers suggestions on how to broaden employee careers when no promotion opportunity exists.
Conducting Performance Evaluations
Describes what managers should do before, during, and after evaluations to make them an effective tool for performance management.
Effective Interviewing
Presents a model for effectively interviewing and selecting new hires. Covers how to conduct an effective job analysis to compare requirements to candidate qualifications.
Reward and Recognition Programs
Describes a model for developing effective reward and recognition programs. Also offers suggestions on how to avoid the problems that typically undermine reward programs.
Orientation Programs
Effective orientation programs help new employees get off on the right foot and reduces their anxiety. This module explains important considerations in designing and evaluating yours.
Developing a Strategic Plan
Offers a model (based on Malcolm Baldridge Quality framework) senior executives can use in developing their strategic plan.
Creating a Culture
A culture just doesn't evolve. Many organizations today lack a describable culture. Learn how to create one - and the devastating effects of having the wrong one.
Organization -Wide Quality Management
Offers a generic model that any organization can use to develop a results oriented Quality Management Program.
Self Directed Work Teams
Whether you like them or not you may need them. As companies downsize and flatten their organizational hierarchy, more and more responsibilities are placed on employee teams. Learn how to implement and develop these teams.
Implementing Quality Improvement Teams
Presents specific steps for implementing QI Teams to gain improvements in service and productivity. Describes the common obstacles these teams run into and how to avoid them.
Structured QI Techniques
Learn how to use structured techniques (objective statements, process mapping, brainstorming, storyboarding, pareto analysis, group prioritizing, cost benefit analysis, force field analysis and cause and effect diagramming) for problem solving and process analysis. Explains how to diagnose a problem and select the appropriate technique.
Facilitating Group Dynamics
This module looks at techniques facilitators can use to guide teams/groups effectively by addressing the behavioral side of meetings. Should be used in conjunction with Structured QI Techniques.
Quality Improvement Teams/Department Manager's Role
We've found that the department level managers, the ones directly supervising staff, play a critical role in implementing Quality Improvement. They're the first level of management responsible for operationalizing the Quality program from on high. The executives are demanding results. The employees are demanding support and recognition. The manager is left walking a tightrope between today's productivity and fixing tomorrow's problems. This module describes the unique and incredibly important responsibilities of the first line manager.
About The Training Provider: The Training Bank
The Training Bank - We are an international training and education firm headquartered in Toronto, Canada. We offer an extensive range of both generic and fully customized training programs and services in web-based and on-site classroom based formats.
Our on-site Classroom based programs focus primarily on
- Management and Supervisory Skills Development,
- Coaching,
- Leadership Styles,
- Customer Service...
