PRIME Learning Group Course Catalogue 2013

Course Catalogue

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TABLE OF CONTENTS

PRIME LEARNING GROUP ...................................................................................................................7

PRIME’S CUSTOMIZED EDUCATION ...........................................................................................................7

LEADERSHIP AND MANAGEMENT .......................................................................................................8

A 001: BECOMING A LEADER ....................................................................................................................8

A 002: EFFECTIVE SUPERVISION PRINCIPLES .................................................................................................8

A 003: CRITICAL THINKING ......................................................................................................................9

A 004: LEADERSHIP COMMUNICATION .......................................................................................................9

A 005: UNDERSTANDING MANAGEMENT .................................................................................................. 10

A 006: WRITTEN COMMUNICATION IN MANAGEMENT ................................................................................. 10

A 007: MANAGING CONFLICT AS A LEADER ................................................................................................ 11

A 008: DIVERSITY IN YOUR TEAM ............................................................................................................ 11

A 009: DELEGATION AND EMPOWERMENT ................................................................................................ 12

A 010: PUBLIC SPEAKING ...................................................................................................................... 12

A 011: MAKING DECISIONS.................................................................................................................... 13

A 012: INTERPERSONAL SKILLS ................................................................................................................ 13

A 013: MANAGING ORGANIZATIONAL CHANGE .......................................................................................... 14

A 014: IMPLEMENT AND FACILITATE CONTINUOUS IMPROVEMENT .................................................................. 14

A 015: FACILITATION SKILLS FOR TEAM LEADERS ......................................................................................... 15

A 016: COMMUNICATING ORGANIZATIONAL CHANGE .................................................................................. 15

A 017: TRANSFORMATIONAL AND SITUATIONAL LEADERSHIP ......................................................................... 16

A 018: STRENGTHS BASED LEADERSHIP ..................................................................................................... 16

A 019: LEADERSHIP PRINCIPLES ............................................................................................................... 17

A 020: INTEGRATION MANAGEMENT ....................................................................................................... 17

A 021: BUILDING A PRODUCTIVE TEAM .................................................................................................... 18

A 022: LEAN MANAGEMENT .................................................................................................................. 18

SALES AND SERVICE ......................................................................................................................... 19

B 001: FRONTLINE CUSTOMER SERVICE- GOING ABOVE AND BEYOND .............................................................. 19

B 002: THE CUSTOMER-FOCUSED WORKPLACE ........................................................................................... 19

B 003: IMPLEMENT AND MANAGE CUSTOMER SERVICE ................................................................................ 20

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B 004: IMPLEMENT AND FACILITATE CONTINUOUS IMPROVEMENT .................................................................. 20

B 005: DEALING WITH DIFFICULT PEOPLE .................................................................................................. 21

B 006: VERBAL DE-ESCALATION .............................................................................................................. 21

B 007: CUSTOMER SERVICE WHEN DEALING WITH CONFLICT ......................................................................... 22

B 008: BUSINESS ETIQUETTE .................................................................................................................. 22

B 009: INTERNAL CUSTOMER SERVICE ...................................................................................................... 23

B 010: ASSERTIVENESS.......................................................................................................................... 23

B 011: DELIVERING CUSTOMER-CENTRED SERVICE....................................................................................... 24

B 012: SERVING CUSTOMERS WITH DISABILITIES ......................................................................................... 24

B 013: SALES PROCESS ......................................................................................................................... 25

B 014: PROSPECTING ........................................................................................................................... 25

B 015: BUILDING RELATIONSHIPS IN SALES ................................................................................................ 26

B 016: CLOSING ................................................................................................................................. 26

B 017: SALES COMMUNICATION ............................................................................................................. 27

B 018: SALES IN SOCIAL MEDIA .............................................................................................................. 27

B 019: PROJECT MANAGEMENT IN SALES ................................................................................................. 28

B 020: AMBASSADOR TRAINING ............................................................................................................. 28

PROJECT MANAGEMENT .................................................................................................................. 29

C 001: PROJECT MANAGEMENT FUNDAMENTALS ........................................................................................ 29

C 002: RISK MANAGEMENT ................................................................................................................... 29

C 003: MANAGING TEAM DIVERSITY ........................................................................................................ 30

C 004: STAKEHOLDER MANAGEMENT ....................................................................................................... 30

C 005: MONITORING AND CONTROLLING PROJECTS ..................................................................................... 31

C 006: PROJECT TEAM ALIGNMENT .......................................................................................................... 31

C 007: QUALITY MANAGEMENT .............................................................................................................. 32

C 008: MANAGING MULTIPLE PROJECTS ................................................................................................... 32

C 009: MANAGING MULTIPLE TASKS ........................................................................................................ 33

C 010: MANAGING PARTNERSHIPS .......................................................................................................... 33

C 011: TIME MANAGEMENT................................................................................................................... 34

C 012: EFFECTIVE START-UP AND PREPARATION FOR PROJECTS ...................................................................... 34

C 013: PROGRAM MANAGEMENT ........................................................................................................... 35

C 014: PORTFOLIO MANAGEMENT ........................................................................................................... 35

C 015: PROJECT MANAGEMENT BOOT CAMP ............................................................................................. 35

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C 013: PROJECT MANAGEMENT FOR SUPERVISORS ...................................................................................... 36

C 014A: CONSTRUCTION PROJECT MANAGEMENT ....................................................................................... 36

C 014B: RISK MANAGEMENT ON THE JOBSITE ............................................................................................. 37

C 014C: CONSTRUCTION PERSONNEL MANAGEMENT ................................................................................... 37

C 015: INTRODUCTION TO MICROSOFT PROJECT PROFESSIONAL 2010® ........................................................... 38

HUMAN RELATIONS ......................................................................................................................... 39

D 001: HR MANAGEMENT .................................................................................................................... 39

D 002: EMBRACING DIVERSITY ............................................................................................................... 39

D 003: STRATEGIC MANAGEMENT ........................................................................................................... 40

D 004: WORKFORCE PLANNING AND EMPLOYMENT ..................................................................................... 40

D 005: EFFECTIVE WORKFORCE MANAGEMENT .......................................................................................... 41

D 006: TRAINING AND DEVELOPMENT ...................................................................................................... 41

D 007: EMPLOYEE AND LABOUR RELATIONS ............................................................................................... 42

D 008: COMPENSATION AND BENEFITS ..................................................................................................... 42

D 009: OCCUPATIONAL HEALTH AND SAFETY ............................................................................................. 43

D 010: COMPETENCY PROFILING ............................................................................................................. 43

COMMUNICATION ........................................................................................................................... 44

E 001: TECHNICAL WRITING ................................................................................................................... 44

E 002: REPORT WRITING ....................................................................................................................... 44

E 003: BUSINESS ETIQUETTE ................................................................................................................... 45

E 004: EFFECTIVE COMMUNICATION ........................................................................................................ 45

E 005: ASSERTIVENESS .......................................................................................................................... 46

E 006: SPEAK UP! ................................................................................................................................ 46

E 007: WRITING MARKETING AND PROMOTIONAL MATERIAL ........................................................................ 47

E 008: BUSINESS COMMUNICATION ......................................................................................................... 47

E 009: BUSINESS PLAN WRITING ............................................................................................................. 47

E 010: WRITING PROPOSALS .................................................................................................................. 48

E 011: COMMUNICATING FOR SUCCESS ..................................................................................................... 48

E 012: ENGLISH AS A SECOND LANGUAGE: EFFECTIVE WORKPLACE COMMUNICATION .......................................... 49

E 013A: TRAIN THE TRAINER .................................................................................................................. 49

E 013B: CURRICULUM DESIGN ................................................................................................................ 50

E 013C: DEVELOPING EVALUATIONS ......................................................................................................... 50

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TECHNICAL TRAINING....................................................................................................................... 51

F 001: INTRODUCTION TO PERSONAL COMPUTING IN THE WORKPLACE ............................................................ 51

F 002: INTRODUCTION TO STORAGE MEDIA, PRINTERS AND SCANNERS ............................................................ 51

F 003: THE INTERNET AS A WORKPLACE TOOL ............................................................................................ 52

F 004: INTRODUCTION TO MICROSOFT PROJECT PROFESSIONAL 2010® ............................................................ 52

F 005: INTRODUCTION TO MICROSOFT OFFICE PROFESSIONAL 2010® .............................................................. 53

F 006: MICROSOFT WORD 2010® ........................................................................................................... 53

F 007: MICROSOFT EXCEL 2010® ............................................................................................................ 54

F 008: MICROSOFT OUTLOOK 2010® ....................................................................................................... 54

F 009: MICROSOFT POWERPOINT 2010®.................................................................................................. 55

F 010: INTRODUCTION TO ADOBE TECHNICAL COMMUNICATION SUITE® VERSION 2.5 ......................................... 55

F 011: SOCIAL MEDIA ........................................................................................................................... 56

ABORIGINAL ENGAGEMENT ............................................................................................................. 57

G 001: CULTURAL AWARENESS ............................................................................................................... 57

G 002: CANADA’S ABORIGINAL PEOPLE: FIRST NATIONS, METIS AND INUIT ....................................................... 58

G 003: HISTORY OF CANADA’S FIRST PEOPLES ............................................................................................ 58

G 004: COMMUNICATION AND ABORIGINALS ............................................................................................. 59

G 005: ABORIGINALS ENGAGING CORPORATE CANADA ................................................................................ 60

TEAM DEVELOPMENT ...................................................................................................................... 61

H 001: ALIGNING A TEAM...................................................................................................................... 61

H 002: TEAM DIVERSITY ........................................................................................................................ 61

H 003: CONFLICT IN TEAMS.................................................................................................................... 62

H 004: BUILDING A BETTER TEAM THROUGH MYERS-BRIGGS’ PERSONALITY TEST ............................................... 62

HOSPITALITY AND TOURISM............................................................................................................. 63

I 001: BRAND DEVELOPMENT ................................................................................................................. 63

I 002: EFFECTIVE MARKETING ................................................................................................................. 63

I 003: WORLDHOST ............................................................................................................................. 64

NURSING LEADERSHIP AND MANAGEMENT ...................................................................................... 65

K 001: FOUNDATIONS OF NURSING LEADERSHIP ......................................................................................... 65

K 002: PLANNING ................................................................................................................................ 65

K 003: NURSING PERSONNEL ................................................................................................................. 66

K 004: LEGAL COMPLIANCE .................................................................................................................... 66

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K 005: HEALTHCARE ORGANIZATIONAL DEVELOPMENT ................................................................................. 67

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PRIME LEARNING GROUP

We are comprised of a team of unique and highly qualified individuals who pride themselves on being results oriented problem solvers. We bring our collective skills and ideas together in order to identify your needs and potential. Our hope and desire is to help you both achieve and exceed your goals and dreams.

Our programs are customized according to your own needs, goals, wants and desires. We believe in the diversity and individuality of our clients and understand that like snowflakes, no two persons are the same. What works for one may not work for another, which is why everything we do and teach is created with you in mind. Our methods are practical, diverse, dynamic, and full of energy!

We firmly hold true to the fact that learning is fun. We always practice what we teach and we truly do inspire growth.

PRIME’s Customized Education The word “education” usually brings to mind a classroom setting with rows of desks and a teacher standing up front delivering a lecture. And the honest truth is that seated at each desk is someone whose predominant emotion is boredom. PRIME challenges that approach, wakes people up and makes learning fun! Training is not punishment nor should it feel like such.

Through using our own method known as, “energized learning” we cater to all learning styles: visual (seeing), auditory (hearing) and kinaesthetic (doing). We make every effort to create learning environments that are positive, fun, engaging and interactive. Our goal is for you to be able to apply the skills you’re gaining immediately, providing a focus for usable, practical and results based training.

The courses outlined below provide a snapshot of what we offer you and your company. Training however, is only part of what we do. At PRIME, we’re willing to get our hands dirty along with you, in order for you to achieve the results that you’re seeking. And those that you only dreamed were possible.

We believe in you and want you to find a positive return for all of your investments. Our desire is to not quench what you’re currently doing but to help you find the greatest success in all your projects and endeavours. Using our trade-marked Path to Positive Results™ (P2PR™) we provide you with distinct: Needs Analysis, Implementation Strategies, Evaluations and Results Based Planning. And once the results are in, we conduct another needs analysis and the cycle begins again… and again.

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LEADERSHIP AND MANAGEMENT

A 001: Becoming a Leader Leading others can be a rather daunting task, especially when it’s something that you’ve never done before. The stressors and pressures of leadership are both well known and commonplace. Leading others however, can also be an extremely rewarding and fulfilling experience!

With this course you’ll learn how to effectively lead others while allowing yourself to be led. You’ll also discover the importance of self-care and formulate ways to ensure that this is built directly into your life; both professionally and personally. Participants will also master the arts of “bottom up” management and delegation in order to generate and maintain buy in with their staff, while still upholding a sense of balance. Something we all need in life.

PRIME Learning Objectives and Outcomes:

x Learn how to lead effectively, and practice using your leadership skills in a safe environment x Learn how to coach staff appropriately x Give effective performance feedback, while also motivating your team x Master the arts of “bottom up” management and delegation.

A 002: Effective Supervision Principles We’ve all experienced what it’s like to be supervised. Some of us have had positive experiences while others… have been far from that. Ideally, we’d all like to be treated the way we treat others. This course will assist you in learning how to do so in all situations, including those where confrontation is needed.

We’ll provide you with the necessary tools to speak into the lives and work ethic of your crew and teach you the fundamentals of human resource management. You’ll also learn how to create and maintain positive employee labour relations.


x Develop a better understanding of a supervisor’s roles and responsibilities x Learn how to run productive meetings and make decisions that are for the greater good of

all involved x Understand how to effectively motivate others x Effectively communicate with others in order to achieve the desired goals

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A 003: Critical Thinking Critical thinking is defined as being the ability to reason and identify both sides of a topic; while at the same time using deductive reasoning and thoughtful analysis. It incorporates all facets of thinking; from the emotional to the fact based. It was selected by the Conference Board of Canada as being one of the most desired skills in leaders today.

This course will help participants learn how to think critically, in addition to aiding them in applying the concepts gained directly to what they do in their current role.


x Develop the ability and willingness to make decisions and judgments on the basis of well-supported reasons and evidence, rather than solely on emotion or anecdote.

x Learn how to apply this approach to foster greater effectiveness

A 004: Leadership Communication Workplace communication is absolutely necessary for effective functioning in every part of an organization. The problem most people experience is they were never taught how to communicate in a way that produces the desired results. We experience frustration, resistance conflicts or breakdowns. This course focuses on teaching leaders the basic principles of communication so they can use to better interact with employees, team members, clients and other leaders.

This course will help develop an understanding of communication on a technical level. This will allow for a better understanding of how to ensure you communicate effectively regardless of the audience. The course discusses the many different mediums for communication, including, verbal communication, written communication, body language, and electronic communication.


x Identify different communication styles and forms x Differentiate verbal and non-verbal communication x Identify common trends in society that affect communication x Describe communication skills in the workplace x Identify barriers to communication and strategies to overcome them

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A 005: Understanding Management We’ve all heard the term, “management” yet not everyone actually understands what it means to manage. This introductory course explores the full scope of managing others as well as managing yourself.

It’s our hope that through taking part in exercises and exploring case studies, you’ll be able to develop your own personal management style. You’ll also begin to understand your role within the big picture, and the roles of others within your team.


x Understand the fundamentals of management x Develop your own personal management style x Learn how to effectively manage those on your team

A 006: Written Communication in Management

As a leader and manager, written communications constitutes a majority of your daily tasks. From writing letters, e-mails, reports, memos, e-mail and blogs, you spend a considerable amount of your day engaged in various written communications. In the business world today, it’s absolutely important to communicate clearly, concisely and effectively. In series 1, communications on a technical level was taught. In this unit, we focus solely on written communications.

Participants will learn how to improve their written communication skills and avoid common mistakes. Topics such as composition, style, structure, proposal writing and other forms of communications will be covered.


x Apply written communication tools and technology to leadership and management roles x Identify different written communication styles and forms x Develop clear and concise written communication forms such as reports, memos, emails and

blogs x Identify common mistakes in written communication forms used in the workplace

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A 007: Managing Conflict as a Leader

Conflicts in the workplace are certain to happen at one point or another. Possessing the ability to mediate a disagreement and helping others to find a reasonable solution can be a very difficult task. However, one of your responsibilities as a leader and manager is learning to manage and facilitate conflicts in the workplace. Knowing how to deal with disputed in a rational, balanced and effective way is an important skill for all leaders and managers to acquire. In this unit, participants will learn useful techniques and processes to properly resolve and handle conflicts in the workplace.


x Define conflict x Distinguish conflict situations x Address barriers to conflict resolution x Explain the conflict management process x Identify the potential sources of conflict x Identify the types of conflict x List conflict management techniques x Outline a process for managing conflicts successfully

A 008: Diversity in Your Team

Understanding and managing the dynamics of diversity in the workplace allows people to respect and value differences. Working towards a common good can be achieved more efficiently if your team feels valued, respected and empowered. As a leader and manager, embracing diversity is key to a successful organization.

This unit will concentrate on the process of preparing leaders to embrace diversity and cultural aspects of leadership and management. By the end of this unit, participants will learn what organizational changes need to be made to meet the needs of a diverse workforce, as well as to maximize the potential of their work teams.


x Define diversity x Explain culture as a foundation of behaviour x Explain the awareness continuum x Develop workplace strategies to overcome diversity related communication issues in the

workplace x Explain the concept of diversity x Describe how organizational culture can influence leading a team x Transform the organizational culture of an organization to reflect the values of a diverse

workforce x Create a diversity action plan

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A 009: Delegation and Empowerment

Successful managing allows you to get more work done by using the knowledge, skills, and attitudes of other people. In order to do this, delegation and empowerment are essential elements and knowing the difference between the two terms is vital for any leader. In this unit, participants will learn how to effectively delegate responsibilities and empower employees in order to improve productively and contribute towards both individual and team development and motivation.


x Differentiate between delegation and empowerment x Define delegation x Explain the advantages and disadvantages of delegation x List the guidelines for effective delegation x Define empowerment x List the advantages and disadvantages of empowerment x Discuss the importance of promoting empowerment as a manager x Define the ARCTIC model

A 010: Public Speaking

Public speaking skills are essential aspects of great leadership and management. As a leader or manager, your day-to-day business can involve communicating with your team/organization and on behalf of your team/organization. It can also involve speaking in front of large audience or simply just a room full of your superiors. Learning how speak effectively can greatly enhance your career, boost your self-confidence and create more opportunities. This unit focuses on improving public speaking skills. Participants will learn how to effectively speak with confidence, clarity and conviction in front of different audiences.

By applying the techniques and skills learned in this unit, participants will learn valuable insights and professional public speaking skills of value that can be applied at both social and business levels.


x Define public speaking x Prepare effective public speaking presentations x List the various types of public speaking x List the techniques used for good public speaking x Distinguish between verbal and nonverbal communication x Determine nature of audiences and the appropriate speech type needed (persuasion,

acceptance, pitch, etc.) x Demonstrate good body language x Assess and engage your audience x List ways to overcome nerves when speaking

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A 011: Making Decisions

Everyday leaders and managers are tasked with making critical decisions that ultimately affect their organizations output and performance but their decision processes are not always as sound as they might imagine. Decision-making is a part of the planning process for leaders and managers because it’s the instrument that carries out their workloads and responsibilities. This unit introduces participants to effective decision-making techniques that can be used to make effective decisions now and in the future.

By the end of this unit, participants will have a better understanding of how to make highly developed judgment and decision-making skills that promote great leadership and management.


x Discuss strategies that facilitate both the frequency and quality of decision making x Apply decision making to leadership and management situations x Identify key elements to consider when making critical decisions x List factors that promote or impede decision making x Define techniques in group decision making x Explain strategies for improving the decision-making process. x Explain how problem solving, critical thinking, reflective thinking, and intuitive thinking

relate to decision making x Apply decision-making tools and technology to leadership and management

A 012: Interpersonal Skills It’s not a surprise that without effective and meaningful communication, projects fail. Dreams aren’t the issue. Nor is it necessarily the people who are employed. The main crux is the fact that effective communication is an art form. What you learn here will enable you to create masterpieces.

This course includes examining and learning the skills of effective and clear communication along with aiding in the development and mastery of other interpersonal skills (i.e. making sure everyone is heard, respected, honoured, etc.). Opportunities are provided to hone these skills in a supportive and safe environment. It’s a highly energetic and interactive experience which involves discussion, practical exercises and role plays. Remember, we make learning fun!


x Develop a better understanding of why people skills are an essential ingredient for success in any career

x Practice interpersonal skills to create environments where people feel valued, respected and heard

x Increase your level of personal awareness

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A 013: Managing Organizational Change Change. It’s interesting how one single word can evoke feelings of fear in some and excitement in others. The simple fact of the matter is that change itself in inevitable. Not only is it going to happen, it needs to happen in order to keep companies from growing stagnant. It both promotes and encourages growth. However, if mismanaged, it can destroy a team and an organization.

Within this session, you’ll learn how to manage the inevitable and to turn change into being an extremely positive facet of growth. You’ll learn how to walk through the process of envisioning your desired outcomes, developing a plan to achieve them and (once developed) implementing your proposals to the fullest. This course will also show you how you yourself react to change, will enable you to learn techniques which will help you communicate change to others, and will guide you in handling any resistance that you may face as you seek to increase your team’s commitment to the new path.


x Identifying change as being both positive and essential x Implementing processes of change (that everyone believes in) based on your desired

outcomes x Addressing and identifying any possible barriers and learning how to manage yourself and

others in the midst of change x Discovering your own personal reactions to change and how to support others throughout

A 014: Implement and Facilitate Continuous Improvement PRIME does not believe in being, “good enough”; we’re always looking for ways to improve what we do. Companies that are continuously looking forward in efforts to advance and who develop and implement plans that allow them to do so, are ones that are going to flourish.

Each person has their own role in developing improvement plans and carrying them to fruition. This course will help outline your own personal role and will show you how to support others in theirs. It will also shed light onto the relationship between improvement and productivity; highlighting how one directly influences the other.


x Being able to aid participants in preparation for real-world change management x Learn how to create and implement continuous improvement plans x Identify and manage factors that may affect performance x Discover your role in the improvement process while also supporting others

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A 015: Facilitation Skills for Team Leaders An effective leader is one who does not quench the diversity or creativity of their teammates, yet embraces them and their styles equally. In this course you’ll discover how to do this while still providing the focus and direction your team needs. And if a leader truly does pay attention to the team, the level of buy in that can be generated is exponential.

You’ll also learn how to effectively facilitate growth through techniques including brainstorming sessions and cause/effect diagrams. And you’ll discover how to conduct positive/negative needs analyses.


x Lead effective, painless and efficient brainstorming sessions x Understand and apply cause/effect diagrams x Gain experience with important prioritizing and decision making tools

A 016: Communicating Organizational Change Change is both an inevitable and essential component of growth. If mismanaged or communicated ineffectively, it can lead to disaster. However, change can also be an extremely positive and rewarding experience; breathing new life into people and projects. This course will prepare you to effectively handle any problems that occur with a new path. It will also provide you with communication strategies necessary to ensure that the change process is a positive one for all involved.

You will learn how to maintain open, honest, accurate and understandable communication in the midst of stressful experiences while also gaining knowledge in how to successfully manage inevitable conflicts. And remember, conflicts aren’t necessarily bad, its how they are managed and dealt with that is key.


x Take the actions necessary to maintain trust in a change scenario x Serve as a role model for your team during the change process x Effectively communicate change as being essential and positive x Maintain rapport in a particular change context

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A 017: Transformational and Situational Leadership There are many different leadership styles for leaders and managers to choose to help them achieve their strategic goals in the most efficient manner. This unit focuses on two organizational leadership styles: situational leadership and transformational leadership.

Situational leadership seeks to assess the current situation you’re in and change your leadership approach based on the people involved and the task at hand. Transformational leadership involved using a variety of elements and techniques to enhance employee motivation, morale and performance and inspire them to make positive changes. By the end of this unit, participants will have a greater understanding of both leadership styles and will be able to decide which style best suits their needs as leaders and managers in their workplace.


x Define situational leadership x Define transformational leadership x Compare and contrast situational leadership and transformational leadership x List the pros and cons for both situational leadership and transformational leadership x Compare and contrast leadership styles x Determine what leadership theory best suits your needs x Maintain rapport in a particular change context

A 018: Strengths Based Leadership For more than 30 years, Gallup press worked on a behavioural economic research project to help leaders uncover their talents. They discovered that leaders gain more from focusing on developing talent into strengths than from fixing deficits. In this unit, participants will learn about strength-based leadership, a term coined by Gallup press and the title of the #1 New York Times bestselling book by authors Tom Rath and renowned leadership consultant Barry Conchie. In their book, Rath and Conchie explain the results of the research that was gathered throughout the entire 30-year project.

Strength-based leadership leverages on the personal talents and strengths of the leaders and employees of an organisation. By the end of this unit, you will have the knowledge to determine your own strengths, how to invest in other’s strengths, choosing the right strengths for your team and understanding and meeting the four basic needs of those who look to you for leadership.


x Define strength-based leadership x Determine your individual strengths x Assess the strength of your team x Compare strength-based leadership to other models x Choose the right strengths for your team x Explain the four basic needs of those who look to you for leadership x Explain the coaching models

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A 019: Leadership Principles Leaders are often the focus of people’s attention. A leader’s actions are always being observed. People use these observations to decide if a leader is honourable and trustworthy. Thus in order gain respect, a leader must conduct him or herself in an ethical and responsible manner that puts the needs of others at the forefront.

This unit explores the principles for conducting yourself as an effective leader. It asks the difficult questions that should provoke you into analysing why you are a leader. What should be a leader’s ultimate goal? How should a leader conduct him or herself? Who is a leader ultimately accountable to? This course will get you think about the role of a leadership in an organization


x Define the purpose a leader x List the principles to effective and ethnical leadership x Apply the principles to your leadership style

A 020: Integration Management An integration management system is a management system that integrates all of an organization’s systems and processes into one overarching framework. This enables an organization to work as a single unit with unified objectives. Integrated management is beneficial to any organization, regardless of sector or size, looking to combine two or more systems into one cohesive system of management.

This unit focuses on how to effectively integrate multiple processes into one system that allows your organization to run more smoothly and effectively. Learn about the technical aspects of integration management. Find the most effective way to combine multiple processes that will cause the least about of interruption. There is also a focus on softer skills helping people adapt and support the new system. After all, it is the people that make the organization.


x Define the integration management x Explain the methods of combining existing processes x Describe the integration continuum and its impact of existing processes x Differentiate between integration and merging

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A 021: Building a Productive Team

At PRIME we realize and understand that at times it’s not the project itself that needs tweaking, it’s those involved. Bringing people together is not a difficult endeavour in itself. Making sure that they’re productive, that all involved feel respected and ensuring that everyone’s voice is heard however, can sometimes feel next to impossible.

This course allows you to gain the skills needed to create a team who believes in one another and in the goals of the organization. A team who desires to increase work productivity and loves coming to work each day because they believe in what they do. Allow us to assist your crew in becoming a fully unified group of people that is completely synergized, and believe that they’re an essential and integral part of the project.


x Understand the role of teams in the workplace x Identify what makes teams effective x Generate and maintain team buy-in x Manage team productivity x Improve workforce morale through team-building

A 022: Lean Management

Lean is about maximizing customer value while minimizing waste; more value with fewer resources. A Lean organization understands the importance of a qualitative leadership process. Lean management is known to improve overall morale and boost the efficiency of organizations of all sizes and fields. It requires everybody to be committed to constant improvement, and that shift in culture is often best communicated and implemented from leaders.

This course is designed to teach the essential aspects Lean management, and how to apply it to your organization. Our facilitators will help you develop a Lean perspective when viewing processes, allowing you to identify inefficiencies and waste. This will involve you lending an ear to everybody in the organization, and using their input to improve systems.


x Define Lean x Define Lean management x Describe the benefits of a Lean organization x Define waste x Explain the relationship between Lean management and reducing waste x Explain how to apply Lean concepts to an organization

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SALES AND SERVICE

B 001: Frontline Customer Service- Going Above and Beyond It’s frequently said that the, “customer is always right”. Though this may not always be valid, the truth behind the statement is that you want your customers to be happy. A satisfied customer will continue to come back and will tell their friends and colleagues about your services. This course will highlight the need for customer satisfaction and retention while providing you with the skills to excel at both.

Participants are taught the basics of high quality customer service, while also learning how to take an empathetic approach to customer relations. The need to discover and excel at customer expectations will also be highlighted. You’ll also explore the differences between a job and a career as you learn how to move from being a sales professional to a trusted advisor.


x Increased awareness of the importance of customer service x Clear steps that can be taken to improve service and retention x Moving from being a sales professional to a trusted advisor

B 002: The Customer-Focused Workplace In this course you’ll discover the importance of developing a workplace philosophy that places the customer’s satisfaction first. Through using practical exercises, you’ll learn how to recognize and identify what your customers want, and how to centrally focus on them in order to continuously improve satisfaction and services.

In a safe environment, we’ll teach you how to build and hone your active listening skills, and provide you with the necessary tools to manage conflict in such a way that all parties will feel heard and respected.


x Recognize what’s important to your customers; develop sales awareness x Learn the importance of a positive attitude, and how to model it for your team x Improved questioning and listening skills; building business through customer contacts x Reach an amicable solution when dealing with complaints

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B 003: Implement and Manage Customer Service Everybody desires to be treated with the utmost in care and respect. People, when they go to someone for assistance, also expect their needs to be met. This course will provide you with the necessary tools for you to offer the highest level of customer service and satisfaction, and will help you in maintaining that same standard.

You’ll also acquire the skills that will assist you in being a front-line manager who doesn’t simply meet the goals and desires of the client, but excels at them.


x Learn how to formulate a plan that discovers, meets and excels customer requirements x Ensure delivery of quality products/services x Monitor, adjust, report and maintain the highest level of customer service

B 004: Implement and Facilitate Continuous Improvement Apathy in the workplace is disastrous. It’s crucial to always be looking for ways to improve, in both employee relations and customer satisfaction. No one should actually desire to simply be “good enough”. This session will promote a mind shift which will allow you to focus on meeting your organization’s quality objectives, and to continuously raise the bar.

Participants will learn how to develop quality systems of improvement, identify factors that affect performance, and will explore their own personal values and attitudes in regards to team productivity.


x Implement and monitor continuous improvement systems and processes x Contribute to continuous improvement x Identify factors that affect performance x Consolidate opportunities for improvement

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B 005: Dealing with Difficult People “Why can’t we all just get along?” is a common sentiment echoed amongst groups of people, especially those who are involved in high pressure situations. We’ve all experienced “prickly” people, those who simply rub us the wrong way. The simple fact is that we’re not going to like everyone we come in contact with, yet it’s crucial that we learn ways to maintain professionalism in an effort to meet and exceed our desired goals. Not only that, but to discover the inherent good in people and to draw attention to it. We’ll help you do just that.

This session will also lead to self-examination in an effort to discover just what it is that is bothering you and will teach you how to maintain a sense of professionalism. It will also enable you to develop specific strategies and techniques to use when encountering unpleasant situations, and will aid in the creation of creative workplace environments that stimulate growth.


x Define and implement specific strategies for dealing with difficult people x Improve our personal responses in difficult situations x Create an action plan for future situations with personal goals

B 006: Verbal De-Escalation Obviously, taking a non-violent crisis intervention approach to conflict resolution is the preferred method in de-escalating a crisis. Yet keeping yourself and your voice calm when your surroundings aren’t; is truly an art form. This course takes an in-depth look at service expectations and teaches how to respond in situations of escalating conflict (i.e. how to keep your cool when your heart simply isn’t).

Conflict is inevitable and can (at times) be a healthy, growth inducing reality. If mismanaged however, it can also prove to be catastrophic. Participants will learn practical solutions to common problems and complaints; and will gain techniques which will help calm volatile individuals… all the while demonstrating empathy and keeping everyone on task.


x Learn and implement various approaches to managing conflict x Know how to manage conflict assertively x Identify negotiation skills involved in managing conflict x Know which negotiation style to use x Acquire the ability to keep your cool and display empathy, all at the same time

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B 007: Customer Service When Dealing With Conflict When someone has escalated to a state of verbal aggression, it’s understandably difficult to maintain an air of professionalism while still providing a consistent high level of customer service. This course will make the seemingly impossible, possible.

Participants will gain and learn the skills and techniques necessary to effectively cope with customer conflict and confrontation. Additionally, you’ll learn how to manage your own emotional responses during confrontational situations, be able to recognize when a situation is escalating, and (in a safe environment, as always) will be given opportunities to practice resolving conflict amicably.


x Practice the skills necessary to effectively work through conflicts with customers x Develop the ability to effectively deal with various types of confrontations x Cope more effectively with challenging work realities x Learn how to manage your own emotional responses

B 008: Business Etiquette The media has infiltrated our minds with various representations of business etiquette. Programs like, “The Office” and “Office Space” bring to mind complete chaos and definite unprofessionalism. We know that what happens in those shows is not professional. At the same time, we all have questions about what appropriate behaviour exactly is and maintain a desire to increase our own professionalism.

This course is designed to answer those questions and quench that desire. We’ll assist in enhancing existing professional abilities and build additional skills into the mix. We’ll also help participants to create their own “professional behaviour”, while providing opportunities to apply the principles they learn in exercises representing real-world workplace scenarios.


x Learn and practice essential skills for conducting yourself in a professional manner x Describe how both non-verbal and verbal communication may easily have an adverse effect

on one’s professional conduct x Develop the ability to maintain professionalism

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B 009: Internal Customer Service At times we focus so much on providing service to our external customers, that we forget that we need to extend the same to those whom we actually work with on a day-to-day basis. Our, “internal customers” (i.e. co-workers, management, vendors, contractors, etc.) are most definitely worthy of our best as well. Maintaining this attitude will assist in team unity and will translate into providing exemplarily external customer service as well.

Throughout this course, participants will realize the importance of treating one another with mutual respect and will learn how to effectively implement an internal customer service program in their workplace.


x Develop a better understanding of internal customer service x Effectively plan and implement an internal customer service program in their workplace x Use techniques for maximizing internal customer satisfaction

B 010: Assertiveness There are some who believe that assertiveness and aggressiveness are identical. The truth however, is that they are extremely different. The word assertive is defined by Webster as being, “persistently positive or confident”. People who are assertive are ones that are focused on the issue at hand and strongly share their beliefs. On the flipside, aggressive individuals focus not on the issue, but on other people. Assertiveness in the workplace is absolutely essential.

Allow us to provide you with invaluable knowledge and practical experiences that will empower you to become more assertive. We’ll assist you in making sure your ideas get heard and acknowledged. Importantly, you’ll also learn the critical differences between assertiveness and aggression, and the key role of mutual respect in all interactions.


x Choose and implement an assertiveness style that fits both you and your workplace x Contrast assertive, non-assertive and aggressive actions. x Select various work-related situations and formulate assertive, non-assertive and aggressive

responses to each situation. x Identify and expound upon the key components of assertive behaviour.

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B 011: Delivering Customer-Centred Service At times we forget where our sights should be set and neglect to focus on our customers; an approach that can lead to customer dissatisfaction. This course will highlight the need to put customers first; while seeking to fully understand them and exceed their expectations. Participants will learn valuable communication skills, how to deliver “above and beyond”, and will gain tools beneficial in knowing how to respond to challenging customer situations while meeting everyone’s unique needs.

We’ll also teach you how to create positive first impressions, communicate effectively and manage any complaints in creative and positive ways.


x Identify different types of customers and their expectations x Demonstrate effective listening, speaking and other communication skills x Deliver excellent customer service

B 012: Serving Customers with Disabilities It’s absolutely essential to remember that a person with a disability is, first and foremost, a person. The difference between a “disabled person” and a “person with a disability” must be, and will be, realized. An increase in sensitivity and awareness to all people will also be highlighted.

We’ve designed this course to speak simple truths into the lives of participants while encouraging awareness of their own feelings, misconceptions and biases; all done in a safe and non-judgmental environment. We’ll also teach you ways in which you can improve your customer service to everyone involved.


x Use unique techniques for assisting all people, particularly customers with disabilities x Identify and evaluate their own serving approaches x Identify and explain some common bias practice that many people may exercise when

serving customers with disabilities x Feel confident that they can serve customers with disabilities without having to worry about

obliviously offending them

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B 013: Sales Process Developing a viable sales process is an important aspect of a successful sales strategy. The problem most businesses experience is their sales strategy is developed through trial and error, which doesn’t immediately produce desired results. Businesses waste considerable time, energy and resource, all of which could easily be averted if the proper steps are taken from the start.

An integral part of the sales process is getting to know your prospects and establishing relationships. Understanding where you are and where your customers are will allow you to adapt and meet their needs.

This course will provide you a solid understanding of the sales process. This includes creating a well-defined sales process that successfully reflects an organization, its customers, and the products or services that it sells.


x List and identify the stages within the sales process x Identify your strengths and weakness in the sales process x Create Unique Selling Proposition’s (USPs) x Use communication to effectively present your sales process x Measure and assess success using funnel management x Explain how the sales process can be used in a cyclical way when combined with funnel

management x Synthesize sales process and marketing x Deliver tangible, actionable, and ROI using sales process

B 014: Prospecting Prospecting is the process of establishing business relationships with new customers. The skill of prospecting is critical to increasing sales and achieving long term success. However, this process can be intimating as it requires pushing beyond the comfort zone of the existing customer base. All too often salespeople waste energy on uninterested leads, resulting in more promising leads going unnoticed.

This course focuses on how to turn leads into long-term customers. You will learn about the role prospecting in the sales process from different perspectives. You will develop an understanding regarding the different mediums of prospecting, such as email, face-to-face, and social media. In addition, throughout the course you will have the opportunity to practically apply your prospecting skills in role-plays, simulations, and guided tutorials.


x Explain the role of prospecting in the sales process x Compare different mediums of communication for prospecting x Identify promising prospects x Interpret a prospect’s needs x Develop prospects into long-term customers x Integrate prospecting effectively into your sales process

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B 015: Building Relationships in Sales Building and maintaining strong relationships in sales, whether it’s with consumers or other vendors, is a core component to succeed in your marketplace. Not all customers or businesses respond to sales in the same way so it’s important to learn how to build trusted relationships to get ahead. A good or bad business relationship can make all the difference to the long-term performance, viability and success of a company.

This course will teach you how to create and maintain strong and enduring business relationships in sales with existing and potential customers and other business. It will provide you principles and concepts to further develop your knowledge, enhance business relationships and your sales process.


x Develop strong and enduring Business-to-business relationships (B2B) x Develop strong and enduring Business-to-customer relationships x Understand the needs of potential customers for a product or service x Apply strategies to strengthen a company’s relationship with existing customers x Explain how problem solving, critical thinking, reflective thinking, and intuitive thinking relate to

building successful business relationships x Define Customer Relationship Management (CRM) x Explain the role of sales process in Customer Relationship Management (CRM)

B 016: Closing If 100 salespeople were asked the most important technique to closing a sale, the result would be 100 different answers. Despite the diversity of opinions, the fact remains that closing deals is an essential skill if one wants to be successful in sales. Continually setting, and meeting, expectations is one of the easiest and most direct ways to build the strong, trust relationships needed to close deals.

This course is focused on increasing your ability to close deals. You will learn about the different perspectives on the closing process’s relationship to the rest of sales process. This leads into instructing you on the different techniques for closing a deal depending on the customer, product, and setting.


x Explain the role of closing in the sales process x Differentiate between the different perspectives on the closing process x Determine the common causes for failure to close a deal x Evaluate different closing techniques for selling your specific product or service x Match appropriate closing techniques with customers x Use closing concepts to close deals

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B 017: Sales Communication Communication is essential to successful in sales. Throughout the sales process, the customer and vendor constantly communicate to ensure a healthy business relationship. Every customer has different communication demands, and there are an increasing number of mediums of communication. As a salesperson, it is your responsibility to ensure the medium and style of communication suit the consumer’s needs.

This course offers both a theoretical and practical component to sales communication. On the theoretical side, you will learn about the different approaches to sales communication, and understanding the different environments in which sales communication occurs. On the practical side, you will have plenty of opportunities to practice different communication techniques, and engage your emotional intelligence.


x Identify different sales communication theories and approaches x Overcome different communication barriers x Establish positive business relationships with customers x Develop new mediums of communication for existing business relationships x Assess customer needs x Connect customer needs and product benefits

B 018: Sales in Social Media It is well known that one of the most important aspects of sales is the business-customer relationship. Advancements and new trends in technology are changing the way businesses interact with their customers, forcing them to find new ways to approach their sales strategies. Specifically social media has changed the way people connect with the world around them. Ensuring that your company has a credible social media presence that builds expertise and reputation is critical.

This course will help you integrate social media into your sales strategy. Through an enhanced social media sales strategy, your business can increase sales, brand awareness and customer acquisition.


x Identify the best online advertising options for a business x Compare and contrast different social media tools x Critique existing social media sales strategies x Create a successful social media sales strategy x Design an effective company blog x Establish social media presence through Facebook, Twitter and LinkedIn

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B 019: Project Management in Sales In sales situations, sometimes factors such as project timelines and pricing are not all understood by neither the vendor sales management nor customer management. Factors can easily cause a project to fail before initiation and when not properly addressed, they can lead to delays and fail to meet customer expectations. This highlights the importance of integrating Project Management within the Sales Process.

In this course, you will learn the role Project Management plays within the Sales Process. You will learn about the transition process from sales to the project delivery team, as well as how involving the Project Management team in sales and pre-sales can be beneficial for both businesses and their customers.


� Integrate Project Management within the Sales Process � List the benefits of involving the Project Management team in sales and pre-sales � Define the concepts and tools within Project Management that are relevant to the Sales Process � Determine the common causes for why projects fail � Define the role of a Project Manager � Define Project Management

B 020: Ambassador Training An ambassador is someone who represents an organization, message and purpose. Their role is to ensure that the message is communicated consistently, positively and proactively. Being an ambassador is no easy role, it takes commitment, courage and a positive attitude. It is essential to an organization that all employees understand how being an ambassador of the brand affects the company, clients and team.

This course focuses on how to make people better representatives of a brand. Learn how to achieve customer service excellence, while furthering the positive connotation of a brand. Understand the relationship between customers, quality, employees and positive brand reinforcement.


x Define customer service excellence x Define brand x Describe the customers of your company x Define ‘moments of truth’ x Explain effective communication x List tips for improving customer communication x Explain how to encourage customer feedback

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PROJECT MANAGEMENT

C 001: Project Management Fundamentals This course examines the bare bones of project management and walks participants through the necessary steps to take you from conceptualization to final completion. You’ll learn how to set up and implement effective plans, apply relevant project planning steps, monitor controls, manage WIP, and much more!

An overview of the whole Project Management process will be provided: from your initial meetings with stakeholders through to the evaluation of the delivered project. You’ll also learn about project planning and the management of people, time and resources; essential skills in all business and in life.


x Analyze project management from conceptualization through to the final completion x Identify the essential tasks involved in effectively managing a project x Describe how to develop, implement, monitor, and present the status of a project x Learn about the various types of software and other Project Management tools

C 002: Risk Management Uncertainties can jeopardize the project’s outcome and goal. They can also have great impact on the schedule, budget, quality and personnel of the project. As a Project Manager, it is extremely important to measure or assess risk and then develop efficient strategies and contingency plans for potential risks.

This course is aimed at educating you in all the aspects of risk. Learn the relationship between risks and deadlines. Understand how risk management is a proactive approach to identifying and controlling risks. By the end of this course, you will be able to explain why goals are not attained because of poorly managed risks, how to manage the risks better in the future.


x Define risk and risk management x Categorize the different risks that occur during a project x Explain different strategies for managing risk x Explain the importance of contingency planning x Develop a risk management plan

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C 003: Managing Team Diversity People, like snowflakes and fingerprints, are entirely unique. Yet that’s what makes each and every one of us special. A successfully diverse team is one that allows each person to be themselves and be accepted for who they are. An accomplishment that is possible, with effort. Participants will learn detailed and highly applicable tips to ensure that everyone’s individual voice is respected and heard.

This course will also include sensitive exploration into different cultures and their ways of both living and doing business. Various obstacles to communication will be explored and methods to improve communication will also be given. You’ll most assuredly learn how to create environments of shared vision and atmospheres of respect and trust.


x Identify the various obstacles to communication x Understand various cultures’ approach to work, relationships, time and exchange of

information x Create a respectful and trust inducing environment that enables all participants to reach

their full potential x Create shared visions in an atmosphere of respect and trust

C 004: Stakeholder Management Obviously stakeholders are key members of any organization. They both require and deserve consistent and effective communication, frequent updates and need to feel as if they are an essential part of the project. At times however, stakeholders may try to take control.

This course will provide you with proven tools and techniques for managing stakeholders during the various parts of a project. You’ll learn the basics of effective project communication, tips for effective meetings and formulate ways to both generate and maintain stakeholder buy-in.


x Overcome project communication obstacles x Identify and assess project stakeholders using proven tools and techniques x Develop communications strategies for achieving buy-in and cooperation from stakeholders x Explore different communication methods

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C 005: Monitoring and Controlling Projects So you’ve identified a project and have taken all the necessary steps to bring it to fruition. Things seem to be going well at the start yet how do you keep the momentum going? How do you make sure that everyone and everything stays on task? How do you keep the project from failing? These are simply a few of the questions that will be answered in this class.

In an environment geared towards experiential learning, participants will learn how to report on a project’s status and progress and will acquire the skills needed to make sure that goals are not only met, but exceeded. You’ll also discover how and when to make changes and learn the art of developing contingency plans.


x Establish a baseline; track cost, schedule and quality x Develop contingencies; control project scope; stay on schedule x Implement a simple change management process x Report project progress and status

C 006: Project Team Alignment

In all but the smallest of projects, teams are essential to project management. The concept of teams of people working together is not new. Today, work teams are responsible for a large part of an organization’s output of products or services.

In this chapter you will learn about the role of teams in a project management setting. You will learn about the different elements and members of a team. Furthermore, you will be able to evaluate the effectiveness of your own team and understand what strategies should be employed to improve your team. PRIME Learning Objectives and Outcomes:

x Define a team x Describe the benefits of a team x Evaluate the effectiveness of your team x Identify the different elements of a team x List the stages of team development x Explain the value of team building x Determine different team-player styles x Develop an effective team

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C 007: Quality Management We understand your desire to complete projects of the highest quality, on time and within budget. It’s something that we here at PRIME specialize in. Project success is assured when both you and your customers are satisfied, not only at the end, but throughout. Allow us to teach you how this is possible.

In this course you’ll learn how to apply both technical and industry standard tools and techniques to your own personal projects. You’ll be able to define what “quality control” actually is and will learn how to prioritize key metrics, all in an effort to monitor and control excellence in every project you involve yourself in.


x Identify, describe and apply industry standard techniques and quality control tools x Effectively manage the time and costs associated with maintaining quality standards x Develop a better understanding about quality control and its benefits

C 008: Managing Multiple Projects Managing one project can be an extremely intimidating task, throw another into the mix and the equation can easily appear to be insurmountable. Balance is essential. This course will teach you how to achieve that elusive balance and be able to meet and exceed all of your projects goals and expectations. Not only that, but you’ll learn how to manage conflicting stakeholder needs and acquire the skills necessary to effectively juggle resources and schedules in a multiple project environment.

We’ll examine what it’s like to manage numerous projects; from the point of conception through to the completion. Participants will also learn how to prioritize specific ventures and equally allocate resources. The decision to terminate or cancel a project is also presented, along with appropriate and applicable management techniques and tips.


x Understand project prioritization x Select projects based on the strategic importance to their organization x Apply a filter mechanism to assess projects prior to making a “go-no-go” decision x Define success criteria for projects

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C 009: Managing Multiple Tasks Balance is essential in all aspects of life and can be extremely difficult to attain, let alone maintain. When one is managing multiple tasks, the need for balance becomes all too clear. In this session you’ll learn how to equal out the demands of your work and client expectations. We’ll also teach you stress reducing methods and ways to conquer procrastination, something that happens when things are simply too overwhelming.

Participants will further discover how to prioritize materials, gain experience in team management, learn how to set and meet objectives, and will end up being more effective in fast paced environments.


x Effectively organize and execute based on priorities; learn how to be decisive x Decide what values are essential x Co-ordinate and control your schedule x Devise new habits that will eliminate common time stealers and wasters

C 010: Managing Partnerships The Project Manager is often involved in the pre-qualification and selection of contractors including the RFP process, competent selection and on-going performance monitoring once the contract is signed.

Increasingly companies are concluding that effective contractor management may only be achieved by establishing mutually supportive arrangements such as seminars and joint training initiatives which enable the client to monitor and assist with the contractor development and the contractor to remain up-to-date and aware of the client’s plans and requirements.

Contractors can also enter into risk sharing arrangements and partnerships with their clients.

It is most important to plan the activities to be undertaken in advance and ensure that the various departments involved have a clear understanding of their individual responsibilities and their role in achieving the overall objective in relation to the contractors.


x Define common contracting terms x Explain the advantages of contracting out work when managing a project x Explain the challenges in contracting out work when managing a project x Define business process outsourcing x Explain the procurement process

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C 011: Time Management Managing Time is an essential element of Project Management. With poor planning and lack of analysis, projects can fall behind schedule quickly. Project time management consists of 6 key processes including: defining and analyzing activities, sequencing activities, estimating activity resources, estimating activity durations, developing schedules, and identifying how to control and monitor the schedule

These processes interact with each other and affect every area of project management including quality, budget and personnel. Each of the listed processes occurs at least once in every project and are utilized in different phases of the project.


x Define time management processes in a project management setting x Create activities to be scheduled for a project x Assess project scope in the context of scheduling activities x Describe different project management scheduling tools x Estimate the duration of activities x Sequence activities that properly take into account dependencies x Develop a project schedule for a project

C 012: Effective Start-Up and Preparation for Projects So you’ve come up with a fantastic and revolutionary project, what happens now? How do you begin? This course will explore successful initiation processes which are essential to launching effective projects. You’ll also discover specific tips and strategies that can be implemented during the preparation and start up phases to ensure project success.

We’ll walk with you through your meetings with stakeholders, explore the planning process and development of the project charter, and provide you with strategies to use for your all-important kick off meeting. Management tips will also be included in order for you to involve others in the planning and launch of the new project.


x Learn how to interview project stakeholders to determine their degree of support x Select an approach or methodology to suit your project, taking into account: project size,

duration, budget, complexity and degree of risk x Prepare a project charter document x Launch and initiate projects x Plan and organize a team kick-off meeting

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C 013: Program Management Projects are only one aspect of managerial duties in an organization. Programs are another duty that often falls under the Project Manager’s responsibility. Thus skills in program management are essential for a Project Manager.

This course builds on the skills already possessed by a Project Manager, and transfers those skills to the area of program management. There is a great deal of overlap between the skills of project management and the skills of program management. This course will teach you the nuances between the skill sets and how be effective in both areas.


x Define a program x Explain the relationship between programs and projects x Explain a Project Manager’s responsibility regarding program management x Develop a program plan

C 014: Portfolio Management When the temporal and volume aspects of project management increase to a point of being cumbersome, it becomes important to become skilled in portfolio management. Being able to track multiple projects through your organization’s portfolio greatly increases both effectiveness and efficiency.

In taking this course, you will be exposed to skill sets necessary for effective portfolio management. If you are a Project Manager, you likely already have a lot of the skills necessary for effective portfolio management. Our facilitators will help you migrate those skills you already possess to the area of portfolio management.


x Define a portfolio x Explain the importance of portfolios for Project Managers x Describe the process of portfolio management x Develop a portfolio management plan

C 015: Project Management Boot Camp One of the best ways to learn is to apply the skills you have acquired. This helps you not only remember what you have learned, but also recognize the difference between theory and practice. The Project Management Boot Camp is designed to give you an opportunity to apply your newly acquired skills in a controlled environment. This is one of the best methods for engraining your new skills into your regular habits


x Apply project management principles to projects of all scopes

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C 013: Project Management for Supervisors

Managing yourself is one thing, managing a team comes with a whole new role and set of responsibilities. This session will aid supervisors in managing and training their project team in the midst of effectively handling a project. You’ll learn how to not become overwhelmed with the, “big picture” by breaking it down into smaller, more manageable tasks. This in itself is not a technical course; it focuses on the supervisor’s role in project management.

Participants will learn how to be more effective in their supervisor’s role and will receive formal training in specific critical elements of the project management process. These include (yet aren’t limited to): project planning, preparing a work breakdown structure, task structure and analysis, assignment and resource allocation, implementation, close-down and evaluation.


x Learn how to take a big project and whittle it down to smaller, manageable tasks x Take good ideas and put them to work x Define the project’s tasks x Break down the hierarchy of tasks x Assign people and equipment to various project tasks x Manage resources and people to get to the project goal x Carry a project through to a successful close

C 014a: Construction Project Management

Construction is an inherently project based environment. Budgets are set, deadlines are drawn, and goals are defined. Thus the skills of project management are remarkably applicable to the field of construction.

Most people in construction already have at least some informal experience with project management, such as meeting milestones. This course will help you develop your existing knowledge of project management to allow you to be more effective on the jobsite, and improve your career opportunities.


x Analyze project management from conceptualization through to the final completion in the context of the construction field

x Identify the essential tasks involved in effectively managing a construction project x Describe how to develop, implement, monitor, and present the status of a construction

project x Learn about the various types of software and other project management tools

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C 014b: Risk Management on the Jobsite

Construction is a risky line work. Aside from the physical risks to life and limb, there are risks to budgets, deadlines, goals, and stakeholders. These risks must be management to ensure a safe jobsite that meets its temporal and financial deadlines. To achieve this, the Project Manager must have the necessary skills in the area of risk management.

This course is designed for Project Managers in the area of construction. It will instruct on the areas of risk, and the common areas of failed risk management in the construction field. It will explain will goals are not met, and what improvements can be applied to help meet these goals in the future.


x Define risk and risk management in a construction context x Categorize the different risks that occur during a construction project x Explain different strategies for managing risk x Explain the importance of contingency planning x Develop a risk management plan

C 014c: Construction Personnel Management

In all but the smallest construction projects, construction consists of teams. These teams must work together to ensure the safety of each other, and the attainment of project goals. It is often the responsibility of the Project Manager to align these teams with the project goals.

This course is designed to help Project Managers in the area of construction create and manage effective teams for the jobsite. The jobsite provides unique challenges in the area of personnel, and this course is tailored to these needs. By the end of this course, you will understand how to create, align and manage teams to attain goals.


x Define a team x Describe the benefits of a team x Evaluate the effectiveness of your team x Identify the different elements of a team x Explain the importance of a team mentality on the jobsite x List the stages of team development x Determine different team-player styles x Develop an effective team

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C 015: Introduction to Microsoft Project Professional 2010® We realize the reluctance that some people have when it comes to learning about various software programs. The simple truth is that technology need not be intimidating. It can also be fun. And remember, to us here at PRIME, learning is fun! In this course, we’ll lead you through examples that allow you to build confidence as you gain familiarity and skills.

Microsoft Project® is a tool that is quickly becoming the standard for project management in many organizations. It can aid the project manager in planning, tracking, and reporting project data by breaking projects down into manageable parts, identifying potential barriers and generating information to keep projects under control. This software will also enable and assist you in: resource management, cost estimation and effective reporting.


x Plan, track, and control projects x Enter, analyze, and control projects x Update a project in progress and report on project status x Understand and master the program x Build projects and work through each step in an interactive setting

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HUMAN RELATIONS

D 001: HR Management The Human Relations department is foundational for every organization. If it’s not run or managed properly, employees can quickly become disgruntled and dissatisfied. In this course participants will learn about essential HR responsibilities including: staffing, performance appraisals, benefits, compensation, training and development and career planning. They will also discover how to manage difficult employees and become familiar with labour relations issues.

You’ll also become appraised in forecasting personnel needs, acquire the necessary skills to prepare job descriptions and will learn how to move new employees through recruitment to orientation and beyond!


x Performance appraisal; handling difficult employees x Learn about compensation, benefits, training and development x Acquire skills in training and development; and career planning x Become familiar with labour relations and legal concerns

D 002: Embracing Diversity This workshop is essential for every organization and investigates core elements of diversity, cultural understanding, harassment, and conflict resolution within the workplace. It reminds us that everyone is different while also displaying that we are all worthy of acceptance, understanding and mutual respect.

Participants will learn to embrace both their own culture and others through education, curiosity, and awareness. You’ll also find opportunities to demonstrate and educate others about your personal faith and beliefs while learning from them about theirs. Embracing Diversity is a foundational workshop which will build and solidify your organization’s unique team culture, while building a solid foundation based on mutual respect, understanding and awareness.


x Dialogue about other cultures; diminish any stereotypes x Learn about “isms” such as racism, ageism, sexism, elitism etc. and discover how to diminish

them x Discuss practical conflict resolution in the workplace x Focus on how to create and establish a strong, ethical and safe working environment

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D 003: Strategic Management As in every department, Human Relations has its own set of roles, challenges, objectives, staff, etc. All of which has to be managed, and managed strategically – allowing for the best possible outcome in all situations. The focus of this course is to formulate HR objectives and to learn about the practices and policies used to meet them; both short and long range.

Participants will also engage in strategic planning sessions which apply directly to the needs of their organization. Practical case studies will be provided as on opportunity to practice applying these valuable skills.


x Thoroughly understand key strategic principles and concepts x Learn how to effectively plan and manage strategically x Identify key techniques in anticipating and critical analysis x Understand how to apply strategic principles to your workplace and implement strategic

change

D 004: Workforce Planning and Employment We customize our training according to your organizations’ goals and objectives. What we desire is for you to directly apply everything you learn immediately. In this course you’ll gain the tools and experience necessary to implement workforce actions such as: planning, developing, performing and administering. You’ll also receive training in recruiting, hiring, orientation and organizational exits.

Participants will further learn how to conduct ongoing evaluations of their entire enterprise and how to recruit others into their workforce.


x Recognize the workforce needed to achieve business objectives x Implement strategies to build a desired workforce

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D 005: Effective Workforce Management We know how important it is for you to reach your highest potential, and we’re here to help you both reach and exceed your goals. In this course, you’ll learn how to build the most effective and cohesive workforce ever. You will discover how to ensure that the skills, knowledge, and abilities of your team meet your current needs. Topics will include: employee training & development, performance management and how to meet the unique needs of particular employee groups.

You’ll also acquire the skills needed to manage employees effectively (i.e. motivation, coaching, goal setting, providing feedback) and will learn how to conduct a job analysis, write a job description and select the most appropriate candidate when the time comes.


x Effectively handle the responsibilities within the sphere of HR management x Identify, implement, and evaluate various programs within the HR department x Learn how to manage employees effectively and guide them in reaching their own personal

goals; and the goals of the organization

D 006: Training and Development At PRIME, we believe that both work and learning should be fun! And when the two can be combined, perfection happens. We also believe that no one should ever limit themselves and should consistently be striving to both gain more knowledge and become more adapt in their profession. This course will show you the benefits of training and development and will aid in you becoming more experienced with the processes and tools which are needed for continuous improvement.

You will also be able to present a learning and development strategy that meets both the current and future needs of your organization. Additionally, you’ll become familiar with creating and maintaining collaborative and business-focused relationships with other business partners involved in training and development.


x Conduct a learning and development audit x Use a range of marketing methods and approaches to market the learning and development

function x Build, operate and maintain effective business-focused partnerships. x Describe quality training; measure effectiveness of training interventions

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D 007: Employee and Labour Relations The success of an organization is dependent on many factors; especially the ways in which people work together. This course will assist you in creating the most cohesive and productive team possible. With our training and guidance, you’ll be able to evaluate the workplace rapport between employer and employee while building and maintaining effective relationships and working conditions.

Participants will also learn the, “not so pleasant” tools of disciplining employees, dealing with conflict and minimizing and managing turnover. Occupational safety is also addressed, along with other issues associated with unions and collective agreements.


x Balance employer’s needs with employees’ rights x Manage these needs and rights to achieve organizational objectives x Learn how to build and maintain effective relationships and working conditions

D 008: Compensation and Benefits Let’s face it, compensation and benefits are huge motivating factors for employees; especially since you’re dealing with people’s basic needs. In this course, participants will discover how to design and maintain a total benefits system for all employee groups that is consistent with human relations management goals.

We’re aware of the challenges that one faces with the very different values characteristic of each demographic group. We’ll assist you in coming up with systems for all groups, and will teach you how to design packages that are in line with organizational goals and finances; packages which are attractive to current and prospective employees.


x Design and maintain an organizational compensation and benefits system x Understand how to motivate staff with compensation and benefits x Streamline compensation to meet both management and workforce needs x Find and develop fiscally responsible compensation and benefits plans

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D 009: Occupational Health and Safety Obviously, no one wants accidents or incidents to happen. The unfortunate part of the equation though, is that they sometimes do; both physically and mentally. This session reviews the regulations of safe working conditions, how to ensure that these regulations are implemented in the workplace and the processes involved when investigating accidents.

Participants will also learn how to overcome barriers to OHS, communicate with employees effectively about their health and safety programs and conduct cost-benefit analyses to justify expenditures on health and safety.


x Promote the physical and mental well-being of individuals in the workplace x Protect their employees and workplace from unsafe acts, working conditions and violence

D 010: Competency Profiling Due to the fact that no two people are alike, it shouldn’t come as a surprise that people are suited for different roles. Everyone has their own set of strengths and short-comings. In this course, participants will explore the complex field of competencies and learn how to develop distinct job profiles. They will also receive education in the major management processes of selection, performance review, learning and development and rewards.

An important aspect of this process is its ability to identify specific roles and training that could improve the overall skill set of the workers. This will assuredly aid in making your organization more effective.


x Create competency frameworks, job profiles and design individual assessments and development plans

x Assess and prioritize gaps between individuals and various job profiles x Implement competency-based HR processes x Use competency frameworks to identify learning and development needs x Evaluate the contribution of competency frameworks to the performance management

process

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COMMUNICATION

E 001: Technical Writing Works of fiction are vastly different from technical training manuals. Despite what some may think, technical writing is most definitely an acquired art. This course will help participants take their current writing skills and translate them to those of the technological world. Emphasis will be placed on creating clear and professional communications. Participants will study the specific forms of memos, reports, instructions and manuals.

The importance of style and form will also be highlighted; along with the ability to apply basic principles to create clear, concise documents. And as in every course we offer, this one can be completely customized to meet the needs of your organization.


x Know the elements of style and form x Use plain language in your writing x Target your writing to your specific audience

E 002: Report Writing Report writing is a common part of most people’s jobs, yet few people are actually taught how to do so. And any training that does occur usually happens on the job, something which can be extremely inadequate. This course will give you tools and practical experience that will make this part of your employment more productive, less stressful and… ideally… fun!

In this session, you’ll learn and practice all aspects of report writing, from information gathering through to the final edit. You’ll also discover how to perfect the three key characteristics of an excellent technical writing style: accuracy, brevity and clarity.


x Effectively use the technical writing process and the characteristics of effective technical writing of reports

x Analyze the audience and purpose of a technical report x Develop skills that are characterized by an excellent technical writing style: accuracy, brevity

and clarity

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E 003: Business Etiquette You may think that a course in telephone etiquette is superfluous, yet the honest truth is that most people have given little thought to the image they produce over the phone. Talking to a stakeholder, customer or business partner is completely different than talking to a family member. This course is designed for everyone who uses the telephone, and addresses techniques for professionally handling all incoming and outgoing calls.

Participants are given an overview covering the basic "how to" skills, which have direct application to customer contact situations. We’ll also show you how to make an awesome first impression, and how to apply techniques we give you to use the telephone more effectively in your business.


x Use specific “how to” strategies for recognizing and dealing with people over the telephone. x Create a positive impression through the use of telephone courtesy and professionalism. x Increase personal telephone communication skills such as listening and improving tone of

voice. x Use techniques for managing difficult callers and complaints.

E 004: Effective Communication In order to successfully lead, you must learn how to communicate effectively. It doesn’t matter how good your ideas or intentions are or how clear and sound your vision of your organization is, your effectiveness as a leader is contingent on your ability to communicate with your stakeholders and employees.

This course will teach you how to apply effective communication fundamentals into your leadership style, along with gaining an increased awareness of important interpersonal skills to ensure that people hear what you say, and listen to your ideas. We will also provide you with skills and practical experience that will make you a truly effective communicator.


x Understand effective communication and identify barriers that prevent it x Assess your own communication style x Use more appropriate words, tone and body language to get your message heard x Create an action plan to continue improving interpersonal skills

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E 005: Assertiveness There are some who believe that assertiveness and aggressiveness are identical. The truth however, is that they are extremely different. The word assertive is defined by Webster as being, “persistently positive or confident”. People who are assertive are ones that are focused on the issue at hand and strongly share their beliefs. On the flipside, aggressive individuals focus not on the issue, but on other people. Assertiveness in the workplace is absolutely essential.

Allow us to provide you with invaluable knowledge and practical experiences that will empower you to become more assertive. We’ll assist you in making sure your ideas get heard and acknowledged. Importantly, you’ll also learn the critical differences between assertiveness and aggression, and the key role of mutual respect in all interactions.


x Choose and implement an assertiveness style that fits both you and your workplace x Contrast assertive, non-assertive and aggressive actions. x Select various work-related situations and formulate assertive, non-assertive and aggressive

responses to each situation. x Identify and expound upon the key components of assertive behaviour

E 006: Speak Up! Speaking in public, be it in a large or small forum, can be an extremely daunting task for most people. This course will provide you with applicable strategies which will help overcome the stressors of public speaking. It will also provide you with the necessary skills to prepare, rehearse and present materials in a confident and professional manner.

Additionally, in our safe environment, we’ll also provide you with opportunities to use the power of your voice and expressive body language to convey a sense of confidence and get your message across.


x Learn how to effectively prepare for and rehearse for a presentation x Speak with increased clarity, confidence and impact x Better understand the importance of supporting material x Identify tips on how to effectively use body language to portray confidence

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E 007: Writing Marketing and Promotional Material Attention, Interest, Desire and Action. These are well known principles that are often used when writing material used for marketing and promotion. You want to draw attention to what you’re talking about in order to draw interest. When that interest is gained, you want to create a sense of desire in order for customers to take action.

This course will guide you in how to create materials that will lead to people taking action. You’ll also learn how to create a clear purpose for your writing and effectively reach your target audience.


x Apply the AIDA (attention, interest, desire and action) principles in preparing marketing and promotional material

x Identify your target market and the best way of reaching it

E 008: Business Communication With the influx of emails and text messaging, it seems as if people have forgone proper grammar and spelling in favour of abbreviations, speed and a new “texting” language. In this session, participants will relearn and improve their writing skills with emphasis on: punctuation, spelling, grammar and style. A complete understanding of the English language is essential as this is not an ESL writing course.

Participants will also learn how to write effective business documents, letters, memos, and reports. Since the majority of communication is actually non-verbal, importance will be placed on this facet of communication as well. Opportunities to practice these elements will be given.


x Discuss key characteristics of preparing effective business documents x Analyze the purpose of a business document x Effectively design business documents x Explore the intricacies of non-verbal communication

E 009: Business Plan Writing It should come as no surprise that business plans should be clear, concise and useful. This course will help you create plans that are just that. You’ll also be able to use your plans as powerful sales tools, which you can implement in hopes of obtaining funds from investors.

If you’re considering a new business or revenue stream, or if you’re in the midst of redefining your current business, this course is definitely for you.


x Research and writing about experience, assets, business structure and other critical factors x Use your business plan as a financial, operations, goal setting document x Problem solving and decision-making through using your business plan

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E 010: Writing Proposals Depending on what field you work in, writing proposals is an essential skill. Perhaps you need to write requests for proposals (RFP) to contact out work to another bidder. Perhaps you are the bidder and you need to proposals for different RFPs that look appealing. Perhaps you need to define the work that a contractor is to complete in a contract.

This course has two parts. The first section explains how to communicate effectively and clearly in written language. The style of writing in these types of documents is different from other styles of written communication. The second section explains more about each type of document, and what needs to be included. Prior training in technical writing is strongly advised.


x Define the types of bids and solicitations commonly used in project management x Describe the different elements of a contract x Write an RFP x Write an SOW x Write a contract

E 011: Communicating for Success It’s common sense that success won’t occur without effective communication. The simple truth is that people need to communicate with one another. It’s important however, to remember that communication must be efficient. We’ll teach you basic communication skills and reinforce their application through structured exercises. Efficient and effective communication will occur.

We’ll also take a look at issues such as gender or cultural bias, conflict resolution and assertiveness. An opportunity for you to create your own personal action plan will be provided.


x Achieve a better understanding of the role of communication in change management and organizational development

x Eliminate gender and culture bias from corporate communication x Identify and evaluate communication channels within your organization x Apply ongoing self-reflection and plans for success; create a personal action plan

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E 012: English as a Second Language: Effective Workplace Communication Learning and mastering another language can be an extremely difficult and stressful experience. The benefits however, are far reaching! This course is geared towards those for whom English is a second language, and who want to improve their communication in the workplace... and beyond.

We’ll help you communicate more effectively, through both writing and speaking. Focus will also be placed on learning how to be an active listener and how to be assertive in your communication; creating a positive tone which will aid directly in the way within which others see and interact with you.


x Improved use of word order: singulars, plurals and prepositions x Remedy common problems with pronunciation x Use enhanced business writing skills x Improved efficiency and workplace morale

E 013a: Train the Trainer PRIME Learning Group is committed to investing in their client`s; PRIME understands and promotes adult learning to ensure that learning transference takes place. Because of this awareness, PRIME has successfully trained thousands of employees to achieve their professional goals.

This course is about teaching you how to become an effective instructor. By using the principles of andragogy, our facilitators will help you a teacher who can communicate new ideas of adults in engaging and novel methods.


x Improved use of word order: singulars, plurals and prepositions x Quickly diagnose and correct communication problems. x Ask meaningful questions x Hear the message behind the message. x Practice observation skills. x Use feedback to measure progress toward goal. x Demonstrate flexibility in your approach.

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E 013b: Curriculum Design This course teaches how to design a course. There is a great deal of thought and planning that must go into a course of any length. What should be included? What should be left out? How many opinions should be included? Who is the audience? That all of these questions and more must be addressed when designing a course. By the end of this course, you will be able to develop a course that meets the needs of the students and the facilitator.


x Explain Bloom’s taxonomy x Explain the relationship between a gap analysis and curriculum design x Define DACUM x Integrate andragogy principles into a curriculum

E 013c: Developing Evaluations Designing evaluations is an art. There is nothing more irritating for a student than encountering a poorly written question, especially when their answer to that question is supposed to reflect their understanding of the material. As an educator, it your responsibility to develop effective evaluations that suit both the needs of the students and the facilitator.


x Develop fair and accurate true or false questions x Identify common mistakes in multiple choice questions x Evaluate the validity of evaluation

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TECHNICAL TRAINING

F 001: Introduction to Personal Computing in the Workplace We’ve come a long way in the world of technology and still have a long way to go, especially since computers are becoming more advanced each day. This course will provide you with a basic introduction to the use of personal computing and places emphasis on the immediate application and implementation of all the skills you gain. This will occur in your own personal development and within your own personal workplace. Basic computing platforms are discussed, current Microsoft and Macintosh operating systems are introduced, and differences between them are highlighted.

Remember, this course is an introductory one. It is geared to enabling participants to use computers in their jobs, and in turn positions them to become more adapt at what they do through additional leaning experiences.


x Know how to use the computing platforms in your organization

x Understand what an operating system is and how they differ

x Gain skills and experience with critical software packages and their applications

F 002: Introduction to Storage Media, Printers and Scanners Printers, scanners and storage media devices are the most common computer peripherals your team is likely to use. This introductory course discusses the different forms of these devices present in your workplace, and explains their function and limitations. Participants get hands-on practice using these devices in exercises based on real-world situations within your organization.

This is a fundamental and foundational course that will give employees the skills and self-confidence they need to use these common office tools.


x Identify and use the three most common computer peripherals

x Know which types of devices are compatible with the system your company employs

x Understand and carry out basic maintenance of printers

x Know how to “back up” your work

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F 003: The Internet as a Workplace Tool You would be hard pressed to find someone these days that is not familiar with the Internet. There are people however, who do not know the full capabilities the web can offer. This course will ensure that you and your crew will no longer be hitchhikers on the information superhighway.

You will learn how to access the internet, conduct efficient searches, and use online tools and applications that pertain to your business. This introduction will, through highly-structured exercises, give participants experience in designing and carrying out searches for specific information. Through PRIME customization, we will also add elements that address specific issues that are important to your organization.


x Get online! Accessing and negotiating specific websites

x Learn about specific keywords; design targeted searches

x Avoid time wasters while working online

x Become familiar with online databases and other tools

F 004: Introduction to Microsoft Project Professional 2010® Microsoft Project is quickly becoming the standard for project management in many organizations. This tool can aid the project manager in planning, tracking, and reporting project data by breaking projects down into manageable parts, identifying potential bottlenecks and generating information to keep projects under control.

In this course, we’ll lead you through hands-on experiences which will assist you in obtaining a firm grasp on the basic operation systems of a program that will revolutionize the way you currently do business.


x Plan, track, and control projects

x Enter, analyze, and control projects

x Update a project in progress and report on project status

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F 005: Introduction to Microsoft Office Professional 2010® In recent years, Microsoft Office® has become the most popular and commonly used software package in North America. The benefits that this software package can offer your company are endless. And since a great majority of other businesses are using the same programs, communication and information sharing becomes easier.

In this course, we’ll discuss the individual applications that comprise Office® and explain the purpose of each. Exercises give participants applicable experience opening, using and saving documents in each application.


x Understand the structure and function of Microsoft Office Professional®

x Learn the purpose of each Office® application; gain experience using them

x Discuss compatibility issues between Office 2010 and earlier versions

F 006: Microsoft Word 2010® This course provides participants with an important introduction to one of the most commonly used word processing applications today. It will also enable students to apply newly acquired skills immediately to their own personal roles and responsibilities.

In working through a series of exercises, you’ll simultaneously build skills with this crucial software application, and will increase your comfort level with the program. You’ll learn how to produce professional looking written documents and become familiar with the most commonly used features.


x Learn how to: open existing documents, import documents, and produce new documents

x Format documents; rulers; auto-format features; special characters

x Practice saving, exporting, printing documents

x Import objects such as tables and photos

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F 007: Microsoft Excel 2010® Looking for an incredibly powerful tool for data management and manipulation, with application in countless industries? Look no further. Our training program will assist you in becoming proficient in the basic use of Excel®, within which you’ll learn how to easily manipulate spreadsheets to display both numeric data and text, all at the touch of a button… or two.

Let us help you gain the skills and experience you need to use this potent data-management tool in your workplace. You’ll excel with Excel®!


x Gain experience opening, formatting and setting up Excel spreadsheets

x Learn to enter data directly and by automated features

x Use charts, graphs and other display options

F 008: Microsoft Outlook 2010® This course will introduce you to Microsoft Outlook 2010®, an important personal information management application used by many organizations to provide e-mail, calendar management, task management, and other uses. Let our Energized facilitators take you and your workforce through the paces, leading exercises that will get you ready to apply the application immediately.

This is a brief but intensive course that will be especially useful to organizations that use Outlook® as a general mail system or are considering its use.


x Survey Outlook® and become familiar with its features; open and use selected sub-programs

x Send and receive e-mails; set up shared calendars

x Set up databases; enter contacts

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F 009: Microsoft PowerPoint 2010® Microsoft PowerPoint 2010® is not only an incredibly powerful communication tool, it’s also fun to use! This course will provide an overview of program features and, through systematic exercises, participants will learn to use the most popular features to build a presentation of their own. Although the focus is on the technical aspects of the program, we also address design and other issues that affect the clarity and usefulness of the final presentation.

Making presentations with Microsoft PowerPoint 2010® is an important skill in today’s workplace. This course will prepare participants to build and present presentations that will get noticed!


x Survey the features of Microsoft PowerPoint 2010®

x Learn to build a presentation; become familiar with use of selected special features

x Discover how to import images and objects; animation; embedded video and sound

x Receive presentation tips and tricks; interfacing with external sound and video equipment

F 010: Introduction to Adobe Technical Communication Suite® Version 2.5 Adobe Technical Communication Suite® is a collection of applications used to prepare and manipulate documents in ways that most ordinary word processing or drawing programs will not. This course will introduce you to the individual applications that make up the suite, and explain when and how each is used. Through taking a hands-on approach, participants will become familiar with the ins and outs of the program.

This course advances participants through the various functions of Adobe Technical Communication Suite® as they complete a series of highly-structured exercises designed to move them from total beginner to the intermediate level… or higher.


x Overview of Suite; know the functions of each component program

x Gain skills and confidence by building complex documents

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F 011: Social Media In recent years, social media has taken the world by storm. Every person and every organization seems to be connected to social media in some form or another. More importantly, a great deal of information is now being provided through social media. If you are not connected to social media, you are missing out on a lot of opportunities.

This course is designed to teach about social media and how to apply it in your career. Learn about Facebook, Twitter, LinkedIn and so much more in this course that takes you on trip to the new world of social connectedness.


x Define social media

x Explain how Facebook is being utilized by people and organizations

x Explain how the job market has changed because of LinkedIn

x Explain how communication has develop as a result of Twitter

x Explain how social media has changed the world of sales

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ABORIGINAL ENGAGEMENT

G 001: Cultural Awareness There are numerous projects that directly impact Aboriginal communities but without cultural awareness, these communities may feel belittled and not agree to the long-term benefits your project may bring.

Embracing cultural diversity is key to a successful organization. Understanding the values, norms, and attitudes of Canada’s First People allows organizations to develop workplace strategies on how to effectively involve communities in business partnerships.

Working towards Aboriginal Engagement can be achieved more efficiently if communities feel valued, respected and empowered. This unit will concentrate on the process of preparing your employees to embrace diversity and cultural aspects of Aboriginal peoples in Canada.


x Explain culture as a foundation of behaviour x Define cultural awareness x Identify the cultural impacts of Canadian culture on Aboriginal culture x Distinguish the different elements of Canadian culture versus Aboriginal culture x Define the Values, Norms, Attitudes, Symbols, and Artefacts of Aboriginal people share

amongst each other x Explain the concept of diversity and how it relates to Aboriginal business x Describe how organizational culture can influence Aboriginal business x Transform the organizational culture of an organization to become more culturally aware of

Aboriginal norms and values x Develop individual competencies to promote positive partnerships with Aboriginals x Develop cross-cultural management skills at the workplace x List any language barriers that can arise when conducting business with Aboriginals x Create an Aboriginal diversity action plan

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G 002: Canada’s Aboriginal People: First Nations, Metis and Inuit In 1982, the Constitution Act formally created Canada’s constitution. Through sections 25 and 35, it recognizes three main groups of Aboriginal peoples in Canada: First Nations, Inuit and Métis. First Nations, Inuit and Métis communities have unique histories, cultures and traditions. This unit serves to provide a comprehensive overview of Canada's three main groups of Aboriginal People.

Topics covered include the unique status of the Aboriginal peoples of Canada (status, non-status Indians and treaty Indians), demographics, and political correct terminology. The unit continues with an examination of the treaties that have impacted Aboriginal peoples and communities.


x Provide a brief overview of First Nations, Métis and Inuit x Define Status and Non-Status Indians x Explain the impact of numbered treaties on Aboriginals and communities throughout Canada x Distinguishing Treaty Indians from Status and Non-Status Indians x Use political correct terminology when referring to Aboriginal people of Canada

G 003: History of Canada’s First Peoples Since it was first established over 300 years ago, the relationship between Canada and its Aboriginal people is one which has been deeply altered and in near constant evolution ever since. Today, there are more than 600 First Nations/Indian bands in Canada, making up just a little over 4% of Canada’s total population.

This course will expire the entire history of Aboriginals in Canada from early Aboriginal life to contemporary history. Included in this unit are their histories through a timeline of historical events, languages, cultural practices and spiritual beliefs.

We will also examine the impact of tragedies that have occurred on Aboriginals through our shared Canadian History such as the Canadian Residential School System; poor living conditions set upon by governments and limited access to clean water, housing and education.


x Summarize the ambivalence relationship between Aboriginal people and the Governments of Canada over the course of Canadian history from early life to current history

x Explain the significance of the Doctrine of Assimilation on Aboriginals x Explain how proclamations and Acts that have impacted Aboriginals x List historic Aboriginal Groups x Define the current legal standings corporations have for conducting Aboriginal related business x Describe the residential school system and assess its negative impacts on Aboriginals x Identify x Assess the reconciliation programs taken by organizations to help build resilient relationships

between Aboriginals and all Canadians

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G 004: Communication and Aboriginals This course outlines communications skills that will help organizations drive the implementation of an Aboriginal Engagement strategy plan. Many topics will be explored, all which serve as underlying principles to effective communications with Aboriginals.

Focus will be put on understanding communications from a technical level. This will allow for a better understanding of how to ensure your employees know how to communicate effectively with Aboriginals.

By the end of this unit, participants will be able to strengthen the overall internal communication needs/requirements for effectively engaging Aboriginals, which will then help organizations develop key strategies to building strong and trustful partnerships.


x Develop workplace strategies to overcome communication issues in the in Aboriginal business

x Define Communication x Identify different communication styles and forms (Aggressive, Assertive and Passive) x List tools for developing more effective communication x Address Aboriginal Leadership Styles and how they can affect communication x Distinguish communication skills and styles x Identify communication barriers to service and strategies to overcome them x Assess the impact of social disparities, inequities, stereotypes, prejudice, and discrimination

on Aboriginals and their direct effect on building partnerships with communities x Identify common trends in Aboriginal society that affect communication x Explain how Aboriginals commonly approach business x Describe the efforts taken from industries to engage Aboriginals in meaningful relationship

building processes before the initiation of 'Business Talks' x List examples of Aboriginal business development organizations x List key strategies to building strong partnerships through trust x Establish open, honest and transparent communication with a focus on long-term goals and

the creation of positive socio-economic outcomes for the community x Maintaining relationships long after project completion x List examples of corporations and governments that have successfully incorporated

Aboriginal Engagement Strategies x Develop guidelines for Engaging Aboriginals using models of delivery (client-based and

community based)

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G 005: Aboriginals Engaging Corporate Canada Corporate culture is the personality of an organization created and maintained by its team. All great organizations understand that that corporate culture is a strategic advantage and perhaps the most important asset it can have.

In Canada, corporate culture is very unique due to its competitive, knowledge –based economy and is greatly influenced by how organizations foster continuous improvement. Canada is a large, vibrant economy with numerous global companies and an extremely successful export industry so maintaining a great corporate culture is one way companies can stand out from competitors.

This course explores the dynamics of Canadian corporate culture, including how to effectively interact with Canadian organizations, clients and colleagues. Participants will learn about the different levels of culture within an organization, such as physical culture, corporate values and beliefs of Canadian organizations. Traditional and contemporary Canadian businesses structures will also be discussed, as well as business development and stakeholder management.

This is a First Nations leadership development program that is flexible (able to work in community, tribal, and provincial settings), cognizant of First Nations culture, needs, and issues, and aware of current and innovative leadership practices. It incorporates Western knowledge, skills, and education. It combines Western knowledge on leadership and management and adapts it to meet the specific community and cultural needs of the First Nations leader.


x Define corporate culture in a Canadian context x Explain the role of corporate culture in Canadian society x Explain the relationship between corporations and Aboriginals x Explain how history has helped shape the relationship between corporations and Aboriginals x List the strategies for effective engagement of corporate culture

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TEAM DEVELOPMENT

H 001: Aligning a Team

In all but the smallest of projects, teams are essential to project management. The concept of teams of people working together is not new. Today, work teams are responsible for a large part of an organization’s output of products or services.

In this course you will learn about the role of teams in a project management setting. You will learn about the different elements and members of a team. Furthermore, you will be able to evaluate the effectiveness of your own team and understand what strategies should be employed to improve your team. PRIME Learning Objectives and Outcomes:

x Define a team x Describe the benefits of a team x Evaluate the effectiveness of your team x Identify the different elements of a team x List the stages of team development x Explain the value of team building x Determine different team-player styles x Develop an effective team

H 002: Team Diversity

Understanding and managing the dynamics of diversity in the workplace allows people to respect and value differences. Working towards a common good can be achieved more efficiently if your team feels valued, respected and empowered. As a leader and manager, embracing diversity is key to a successful organization.

This course will concentrate on the process of preparing leaders to embrace diversity and cultural aspects of leadership and management. By the end of this unit, participants will learn what organizational changes need to be made to meet the needs of a diverse workforce, as well as to maximize the potential of their work teams.


x Define diversity x Explain culture as a foundation of behaviour x Explain the awareness continuum x Develop workplace strategies to overcome diversity related communication issues in the

workplace x Explain the concept of diversity x Describe how organizational culture can influence leading a team x Transform the organizational culture of an organization to reflect the values of a diverse

workforce x Create a diversity action plan

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H 003: Conflict in Teams

Conflicts in a team are certain to happen at one point or another. Possessing the ability to mediate a disagreement and helping others to find a reasonable solution can be a very difficult task. However, one of your responsibilities as a leader and manager is learning to manage and facilitate conflicts in the workplace. Knowing how to deal with disputed in a rational, balanced and effective way is an important skill for all leaders and managers to acquire. In this unit, participants will learn useful techniques and processes to properly resolve and handle conflicts in the workplace.


x Define conflict x Distinguish conflict situations x Address barriers to conflict resolution x Explain the conflict management process x Identify the potential sources of conflict x Identify the types of conflict x List conflict management techniques x Outline a process for managing conflicts successfully

H 004: Building a Better Team through Myers-Briggs’ Personality Test

The Myers-Briggs Type Indicator is used to make the theory of psychologically types understandable and useful in the business place. By discovering the personalities of people in your team, you can better understand how build a team and how to delegate tasks. This will not only increase efficiency, it will boost morale as people take on responsibilities they enjoy.

This course will provide a Myers-Briggs certified facilitator to administer the test. Upon completion of the test, the course will discuss how to make use of the personality test. Learn how to assemble an effective team based on their personalities.


x Explain the different personalities according to Myer-Briggs x Define your own personality x Apply the results to improve your team

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HOSPITALITY AND TOURISM

I 001: Brand Development In today’s corporate, multinational world, consumers are constantly bombarded with brands. This information age has integrated media and our lives. With so much information, how does any brand remain remarkable? How do you make your brand stand out among the ocean of information? Yet a recognizable brand is essential to effective business development.

This course is all about brand development. Make your brand identifiable to both existing and prospective customers. Expand your business through brand awareness. Learn about the success stories in developing an effective brand, and use these methods to improve your brand.


x Define brand x Identify the different aspects of a brand x Explain why brands are recognizable x Describe the different mediums for communicating your brand x Identify the strengths and weaknesses of your brand x Improve your brand

I 002: Effective Marketing The task of tying marketing investment to business performance is serious business, but too often it is reduced to buzz words. Terms like ROI, customer value, and optimization all have meaning and relevance, but are often used imprecisely to promote very specific solutions to broad business issues. Decades ago, when few were paying attention to the need to connect marketing to finance, it may have been excusable to use such semantic hooks to grab attention. But now that there is an accepted mandate to understand and measure the financial impact of marketing, it’s time to take a more disciplined approach.

This course will boost your knowledge of effective marketing. Learn how to create a marketing plan that will prospect new customers without neglecting existing clientele. Understanding the relationship between marketing, brand and ROI.


x Define marketing x Explain the relationship between marketing and brand x Explain the relationship between marketing and ROI x Define a marketing plan x Explain why marketing plans fail x Describe the components of marketing plan

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I 003: WorldHost WorldHost products are proven, effective and affordable customer service training solutions that will impress your customers, empower your teams and distinguish your business. Whether it’s in-class training, customized solutions, or e-Learning, we strive to provide learners with the best tools to become polished professionals in the tourism industry. WorldHost believes that great customer service is great business. Therefore, WorldHost Training Services has developed workshops to encourage skill development in a wide variety of areas and for specific markets and sectors.

PRIME will facilitate the WorldHost material to provide you a fantastic educational experience. Receive localized WorldHost material that will improve your customer service. The course can be customized to meet your specific needs.

Outcomes:

x Explain the importance of excellent customer service x Learn how to communicate more effectively and efficiently with customers x Learn how to demonstrate attentiveness to customer needs x Explain the social and economic contribution of a healthy tourism industry.

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NURSING LEADERSHIP AND

MANAGEMENT

K 001: Foundations of Nursing Leadership In order to gain the highest level of understanding of the competencies and to apply them, you will need to understand the knowledge and theory, to practice your new skills and to implement the attitude needed to achieve your goal in becoming a leader in Nursing.

In addition to receiving thorough and cutting edge theoretical principles, you will have many opportunities throughout this program to practice your knowledge and to apply the concepts of Nursing Leadership and Management to real-life situations.


x A heightened awareness about Nursing Leadership and Management x An understanding of the importance of Nursing Leadership and Management x A foundation of general knowledge of Nursing Leadership and Management x An increased confidence in leading others

K 002: Planning This course offers nurses the planning skills necessary to work in the health care industry as nurse leaders. Each unit is designed to provide nurse leaders with skill sets and knowledge that will help them address problems related to planning procedures. Many topics will be explored, all which serve as underlying principles to nursing leadership.

This program will guide you through the elements of planning while you achieve the PRIME Learning Objectives. Various planning techniques will be examined to help develop a nurse’s ability to evaluate their appropriateness for use in a variety of situations.


x Define the core concepts that can be used to develop a staffing plan x Calculate Nursing Hours Per Patient Day (NHPPD) x Define Nurse Intensity x Assess the two types of workload measurement systems x List all the factors that determine scheduling needs x Explain how informatics provides solutions to support staffing x Identify care delivery models and their impact on patient outcomes x Critique the two care delivery management tools

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K 003: Nursing Personnel A day in the life of a nurse manager and leader reveals a very hectic and varied schedule. From the moment the members of the health care team arrive on the unit, a significant relationship begins. The nurse manager is responsible for creating an environment whereby the health care team is able to provide best practice in delivering the most effective care available for the patient. This course will help the nurse professional develop the ability to carry out the various tasks associated with managing personnel. These include: communication, advocacy, delegation, team building, ethics, values and morality


x Identify different communication styles and forms x Differentiate verbal and non-verbal communication x Identify common trends in society that affect communication x Describe communication skills in the workplace x Identify barriers to communication and strategies to overcome them. x Explain nurse manager’s diverse roles and relationships in the workplace and how they

require different communication styles and forms

K 004: Legal Compliance Most healthcare workers straddle the border between life and death in the work they do. Though it is expected employees operate at high-level standards in dealing with at-risk patients, there are policies in place to regulate the happenings in the healthcare environment.

While these policies safeguard the patient and their families, they also protect the employees working with the patients as well as health boards and the government at large.

In this course, the rules, responsibilities and rights of all stakeholders in patient care are discussed. The focus will be your legal responsibilities and rights as a union member. Also covered is the evaluation of different types of risk in the workplace and strategies that can be utilized to mitigate it.


x A comprehensive understanding of legal issues in nursing. x Innately practicing the course material in your everyday work setting. x An increased confidence of your rights as a nurse. x Solutions and strategies to effectively deal with risk.

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K 005: Healthcare Organizational Development In this course, you will be applying the principles of the past four courses culminating in becoming an insightful nurse leader capable of providing the very best patient centric care while supporting employee development and improvement of the organization’s culture; All of which in turn creates an effective work environment.

This course will focus on three main topics:

1. Learning to thrive in a changing environment through change process and innovation. 2. Understanding budget considerations by learning to manage budget development,

implementation, performance, and evaluation. 3. Setting patient care priorities through a coordination of resources and clinical processes and

learning to modify modules or segments of a health care organization from a current state to an improved future state

4. Learning the ability to solve and handle conflicts.

Supported by principles and theories relating to organizational development, you will develop, implement and evaluate nursing leadership and management qualities which align with organizational mission vision values, goals and objectives.


x Differentiate the types of change (personal, organizational, professional, culture, and social) x Illustrate and define the theory behind the three change models x Explain the change process x Define innovation x Apply the concept of innovation to nursing care x Provide examples of innovation tools for nursing managers x List factors that drive and hinder innovation in health care

PRIME Learning Group Course Catalogue 2013

Documents

leadership principles

leadership communication

situational leadership

understanding management

integration management

organizational change

facilitation skills

team leaders