The Discovery Group 4120 Cameron Park Drive, Suite 402 Cameron Park, CA 95682-8480
(530) 676-4445

TRAINING CATALOG

The Discovery Group offers interactive training and seminars designed for businesses and community agencies that want to maximize their employees’ personal and interpersonal effectiveness at work.  In addition to training, The Discovery Group consults across a broad spectrum of people issues including management coaching and performance enhancement, team development, conflict mediation and resolution, difficult employee/personnel issues, and workplace crisis and grief management.  The Discovery Group consultants also provide consulting to families in business, entrepreneurial couples, and partners in business.

In the following list you will find brief descriptions of the major trainings we offer, and additional topics can be developed based upon your immediate and unique needs and preferences.  For business and agency work groups or teams, we recommend a variety of venues for our presentations including weekend (and weekday) retreats as well as longer events such as tours, cruises, or back country experiences.  We strive to integrate the best aspects of recreation, socialization, and an environment conducive to personal growth toward excellence.

 DISTINCTIVES OF THE DISCOVERY GROUP APPROACH

  • We conduct pre-assessment and pre-planning before we train or consult
  • We individualize/customize training and consulting to meet your needs
  • We offer flexible scheduling on your site or in a variety of settings, even on weekends if preferred
  • We are accessible — you can contact us personally before and after training or consulting
  • We offer the advantage of a male-female co-training and co-consulting team
  • We can provide follow-on assessment and reinforcement (“booster” sessions)
  • We work with you to find meaningful ways to measure and maintain your success

BECOMING A CONFLICT-COMPETENT LEADER

Did you learn good conflict-management skills growing up? Most of us have to learn those skills as adults, but the good news is that it is never too late for any of us to get better at how we deal with other people. We at The Discovery Group train people how to deal with conflict constructively and become “Conflict Competent Leaders,” based on the work of Craig Runde and Tim Flanagan at the Center for Conflict Dynamics at Eckerd College in Florida. We use the Conflict Dynamics Profile® to help people assess their typical style of approaching conflict, identify their “hot buttons,” and then develop conflict management strategies that can be more effective in their settings.

TRAINING OPTIONS INCLUDE:

  • A one-hour seminar entitled CALCULATING THE COSTS OF CONFLICT
  • A 4-Hour Seminar focusing on PERSONAL ASSESSMENT AND DEVELOPMENT OF CONFLICT COMPETENCE SKILLS using the Conflict Dynamics Profile® (CDP) plus Individual Follow-Up Coaching
  • Assessment, Consultation, and Training for Becoming A Conflict-Competent Organization, which may include the following:

DEVELOPING A STRATEGIC MANAGEMENT OF CONFLICT PLAN IN YOUR ORGANIZATION

The Discovery Group consultants will assist you in assessing what are the strengths and growth areas in your organization when it comes to handling conflict. Relevant questions include:

  • Do You Know What Conflict Costs Your Organization Every Year?
  • Did you know that far more people change jobs because of conflict at work than because of the pay or job requirements?  [Exit interviews reveal that chronic unresolved conflict accounts for at least 50% of voluntary employee departures.]
  • Would You Like Assistance in Developing an Effective Conflict Management Program?
  • Do Your Executives, Supervisors, and Staff Need Training to Deal Constructively With Workplace Conflict?
  • Do You Proactively Manage Documentation, Discipline, and Discharge Where Conflict Can Erupt?
  • Do You Have a Plan for Dealing With Disgruntled Employees?

After the assessment, we will assist in designing the SMOC plan that fits your organization, and appropriate training will be planned for your needs.

DEALING WITH WORKPLACE BULLYING

The Discovery Group consultants will assist you in assessing what are the strengths and growth areas in your organization when it comes to dealing with workplace bullying. Relevant questions include:

  • Does Your Workplace have a Bullying Prevention Program in Place?
  • Would You Like Assistance in Developing an Effective Bullying Prevention Program?
  • Do Your Executives, Supervisors, and Staff Need Training to Deal Constructively With Workplace Bullying?
  • Do you Train your Managers and Supervisors to Recognize and Deal with the Risks and Potential Escalation of Bullying into Violence?
  • Do you Employees feel Bullied by their Managers and Supervisors?

We will help you address these issues proactively, develop an appropriate training program for your needs, and comply with the recently-enacted California Healthy Workplace Bill which requires that training in dealing with abusive behavior in the workplace be added to sexual harassment training for supervisors with more than 50 employees.

COMMUNICATING FOR RESULTS

THE ESSENCE OF COMMUNICATION: THE PROFOUND IMPACT OF LISTENING

In order to establish common ground regarding communication at work, we will assist participants to develop better communication skills by learning about and practicing verbal and nonverbal aspects of communication with the goal of applying those skills optimally at work. Topics will include how communication is filtered, active listening, empathy, validation, communication by type preference, and how internal dialogue affects outward communication. Communication skill acquisition will be accomplished through demonstrations, role-plays, individual feedback, and practice in dyads and triads with coaching by the trainers.

ADVANCED COMMUNICATION SKILLS FOR GETTING THROUGH TO PEOPLE

This module will reinforce and expand the communications skill set taught in the first module. Advanced skills presented will include fundamentals of assertive communication, anger management, techniques of conflict resolution for work settings, and “how to handle difficult people.” Demonstration, role-play, and practice will again be utilized. Instructor and peer ratings will be employed to provide feedback to each person in order to increase motivation and commitment to implement and practice these skills.

BALANCING WORK, TIME, AND RELATIONSHIPS

This training focuses on assisting business people to manage and reduce stress, develop personal resilience and hardiness, and find balance in their personal and professional lives.

TIME AND LIFE MANAGEMENT

To further augment management and employee development, this training addresses “Where are we going, how will we get there, and how will we know we have arrived?” In order to clarify personal and career direction, each person will be assisted to develop a personal mission statement. To improve efficiency in moving toward those goals, participants will be directed in how to develop effective skills of self-management, time management, prioritization, and project management. We will summarize the literature on the habits of effective people, including the need to set effective boundaries in order to stay on track toward a satisfying and effective work/life balance. The last part of this module will focus on planning for maintenance of gains attained over the course of these trainings.

DESK AND WORKLOAD MANAGEMENT

A variation of the above training stresses planning skills, managing time and multi-tasking, staying calm under pressure, and communicating effectively with supervisors and co-workers.

STRESS MANAGEMENT I

This module will teach the basics of the human stress response and a variety of approaches to stress management and self-regulation skills to enhance work performance. Techniques will be drawn from behavioral relaxation training, coping skills training, cognitive restructuring, progressive muscle relaxation, diaphragmatic breathing, biofeedback, autogenic training, guided imagery, physical conditioning, and sleep regulation. Each participant will come to understand his or her unique response to work and life stress and then learn to use his or her own natural relaxation response through demonstration, role-play, and practice with coaching.

STRESS MANAGEMENT II

In module II, each participant will construct a personalized plan for attaining balance and health that will be generalizable to work and life. Emphasis will be placed upon consolidation of understanding, skills acquisition, and practice to encourage ongoing healthy lifestyle change. Stress management skills will be applied to desk and workload management and communication with coworkers. Demonstrations, role-plays, and coaching will help participants develop “self-talk” for positive attitudes at work and confidence in using their skills in stressful situations.

DEVELOPING YOUR SKILLS OF EMOTIONAL AND

SOCIAL INTELLIGENCE AT WORK

BECOMING A MORE EMOTIONALLY AND SOCIALLY INTELLIGENT

LEADER

The significance and effect of Emotional and Social Intelligence is now well documented in business and personal life. This course helps participants develop the core competencies of the five dimensions of emotional intelligence, which research shows to be the critical factor for superior performance and advancement at work. It is true that people CAN improve their emotional intelligence.

Over the course of 12 hours of didactic and experiential training, the core skill sets of self-awareness, self-regulation, motivation, empathy, and social skills will be introduced and
developed for each participant.

Self-awareness includes understanding how emotions affect performance, exploring personal strengths and limits, and developing a strong sense of one’s worth and competence.

Self-regulation encompasses controlling one’s own impulses and emotions, maintaining trust and integrity, personal responsibility-taking, flexibility in dealing with change, and
Comfort in innovation.

Motivation involves setting and keeping the standard of excellence, loyalty to the organizational goals, nurturing opportunistic behavior, and maintaining optimism in the face of obstacles and difficulties.

Empathy entails taking interest in others’ concerns, feelings, and point of view, developing others’ capabilities, sensing and meeting customers’ needs and wishes, valuing and using diversity productively, and sensing the emotional currents and power issues of a work-group.

Finally, social skills stresses the variables of persuasion, accurate listening and responding with assertiveness, managing conflict, inspiring others, creating and managing relevant change, building alliances and collaborations, and capitalizing on synergy in group endeavors.

TEAMBUILDING I — UNDERSTANDING, APPRECIATING, AND CAPITALIZING ON DIFFERENCES

Understand different personality preferences, and learn how to transform those differences into team assets in the workplace. Through the use of the Myers-Briggs Type Indicator and other tools, we will help participants become more aware of their own preferences for taking in information and decision-making, task orientation and time perception, and individual and team problem-solving styles. We will assist them to analyze strengths and blind spots, identify areas for growth, and dialogue constructively with other work colleagues who approach work and life differently.

TEAMBUILDING II — DEVELOPING YOUR TEAM AND IMPROVING TEAMWORK PROCESS FOR LEADERS

Understand strengths and growth areas in your teams and learn more effective ways to communicate and work together more synergistically, using insights from the Myers-Briggs Type Indicator and other tools. Explore your employees’ motivation and engagement, and apply approaches that will work best in your setting. Through the analysis and experience of teamwork process and change, members of the management team will develop the skills to construct action plans for individual and team development in the future.

SUCCESSION PLANNING

Succession Planning is essential in order to prepare the next generation of leadership for the seamless transition of knowledge and skills which ensure continuity of strategic corporate initiatives. We will assist you to prepare your organization to carry on with business according to your strategic business plans by first developing and clarifying and codifying your unique entry/recruitment criteria for future leadership. Then we will assist in designing leadership training and coaching programs that will insure optimal readiness at the time of transition. The key to successful succession is grooming the right people with the right training for the right jobs at the right time.

OUTSTANDING CUSTOMER SERVICE

A multi-day assessment, training, and feedback workshop enabling your staff to better manage themselves, understand and build rapport with customers, resolve problems effectively, and deliver memorable customer service.

OUR OBJECTIVES ARE:

  • To provide training that is practical and personalized for each individual participant and for the company and environment in which he or she works.
  • To help each participant understand what are his/her own personal “blocks” to effectiveness and to design a specific plan to remove those blocks in order to improve performance.
  • To build motivation in each person to accomplish personal and company goals.
  • To teach your personnel to focus both on the perspective of your company and also on the customers perspective at the same time. With this dual perspective, a “win-win” outcome can be achieved.
  • To impact your Customer Service representatives in ways that last beyond a single training event by providing ongoing follow-up and opportunities for participants to continue to improve their skills over time.

SEGMENT I: Understanding and Managing Yourself and Dealing With Your Emotions
Assessment
Factors that trip you up when you deal with people: Recognizing tendencies toward self-
sabotage and changing self-defeating behaviors
Ways to remain calm and clear-headed while interacting with customers: Staying
productive and positive when tensions rise
Learning the skills of positive self-talk

SEGMENT II: Understanding and Building Rapport with Customers
Approaching tasks such as collections as customer service Rapid response and excellent follow-through
Proactive vs. reactive customer service
Fundamental relationship-building skills for connecting with people
Coaching and practice with rapport-building listening and clarifying skills

SEGMENT III: Understanding the Customer’s Perspective
Learning what motivates customers
Understanding needs and expectations
Eliciting more information
Practice in taking the customer’s position through modeling and role play

SEGMENT IV: Problem and Conflict Resolution
What transforms customers into “difficult people?”
Techniques for dealing with irate customers
Learning to reframe conflict
Steps in problem resolution
Finding win-win solutions
Learning to “think outside the box”

SEGMENT V: Effectively Utilizing Your Company’s Resources and Personnel
Understanding policies and procedures
Learning when to ask for help
Developing mentoring relationships

SEGMENT VI: How to Provide Outstanding Customer Service
The “hospitality” model
Beyond customer satisfaction to uncompromising loyalty
Putting it all together
“How do I look and sound on the job?” – Telephonic and video feedback

SEGMENT VII: “Going the Distance”
Personal Self-Care
Preventing Burnout
Work-Life Balance

SEGMENT VIII: Follow Up (1-2 Weeks Later)
Follow-up from Segment VI as needed
Addressing any problem areas that have come up
Individualized coaching as necessary per recommendations of managers
Strategies for maintaining gains and further growth

PLANNING FOR YOUR TRAINING

THE DISCOVERY GROUP TRAINING CONTRACT will detail all requirements of the host company/agency and agreements made with The Discovery Group. The intent of the contract is to provide a clear understanding of the user’s goals in order to achieve the desired results as efficiently as possible. It has been our experience that the greatest successes eventuate from the most careful planning.

The contract will address the following areas:

  • Desired outcomes, stated in behavioral terms that are measurable to some extent
  • Facilities, including audiovisual equipment
  • Registration
  • Financial arrangements
  • Promotional responsibilities
  • Travel, Meals, and Accommodations
  • Cancellations/Proration of Expenses