Center For Individual & Organizational Effectiveness

Deb Hines

Management Consulting & Training. We design curriculum, facilitate classroom courses, provide technical writing (procedures, manuals, etc.), and consult around business processes, strategy, effectiveness and change. We can facilitate and / or design a variety of custom technical or soft-skills courses. Some areas of courses include: Leadership (business growth, implementing strategy, leading people), Supervisory Skills, Executives, HR topics (diversity, preventing harassment, performance management, recruiting/staffing), Strategy, Train the Trainer / Coach / Mentor / Facilitator, Technical topics for industries such as: manufacturing, oil / gas/ pipeline / energy, healthcare, hi-tech, government, universities, non-profits, etc. We've been in business since 1998, and have provided services to organizations across the U.S., as well as working with multi-national / international organizations. We are a woman-owned, small business.


Showing 1-25 of 39 results
  • COURSES: Customer Service Excellence

    • Basic Phone Etiquette – Answering, Responding, Recalling Information, Placing on Hold, Verifying Info, Summarizing and Action Plan with Customer via Phone • How to provide a Total Service Culture for the customer • Looking at All Interactions with a Customer Service Mindset Assess Your Effectiveness in Customer Service • “Internal” and “External” Customers and Their Needs Customer Expectations Today • How Does this Affect Your Job and Your Interactions with the “Customer” • Assess Your Effectiveness As a Customer Service or Sales Representative • Customer Expectations Today - How Does this Affect Your Job and Your Interactions with the Customer • How to Use Customer Needs & Requirements to Focus Decisions and Actions • How to Increase Sales through Listening • How to Translate Customer Needs to Sales • What are the Key Tips for Effective Service Interactions by Phone • How to Better Meet the Needs of the Customer - and Create Customer Loyalty • How to Communicate More Effectively
  • COURSES: Personality Type MBTI: Communication, Change, Leadership, Teams

    2. Introductions 2. Introduction (review from pre-reading) to MBTI Types & Various Aspects including: • Communication • Teams • Change • Leadership 3. Various Lenses of MBTI – we’ll focus on the temperaments lens 4. Review of Group & Individual MBTI types (group results do not reveal individuals’ identities) 5. Self-review comparison of group MBTI to my own MBTI type – my preferences vs. group tendencies • Using group strengths and areas for growth in working together & supporting each other ? collaborative problem solving ? stress management & team support ? sharing of benchmark experiences (optimal work experiences) 6. Interpersonal Dynamics – Business Communication and Listening Skills • Effective active listening and questioning skills • Preparing for successful discussions with employees • Communication exercises and role play 7. Conflict Management • Typical problems encountered • Positive conflict; Creativity & innovation • The Conflict Spectrum – escalat
  • COURSES: Supervisor Excellence - First Line or Mid Level Supervisors

    1. Introduction, Objectives & Program Overview 2. Workforce Trends 3. Multi-Generational Workforce 4. Role Clarity – Your Role & Your Team’s 5. Driving Value 6. Personal Productivity 7. Setting Expectations & Communicating Vision/Direction 8. Be the Company 9. Accountability & Taking Ownership 10. Performance Improvement & Management 11. Feedback & Motivating the Team; Providing Reinforcement 12. Integrity & Credibility 13. Building Trust 14. Leading a Circle of Friends & Influencing People 15. Decision Making 16. Learning 17. Encouraging Problem Solving & Idea Generation 18. Coaching & Leadership – Being an Effective Coach 19. Mentoring 20. Taking Risk & Taking Responsibility/Ownership 21. Flexibility & Responsiveness in Leadership 22. Encouraging Team Members to Back Each Other Up & Work Together 23. Listening & Communicating 24. Asking Questions 25. Selection & Development of People 26. Department or Team Meetings 27. Conflict Management 28. Action Planning 29. Summary
  • COURSES: Professional Business Writing

    • Writing to Your Audience • Clarity, Efficiency, Brevity, & Active Voice • Writing with Professional Impact • Structuring Sentences for Effectiveness and Readability • Creating Paragraphs – organization, flow, content • Words and Expressions to Avoid • Writing Meeting Agendas • Writing Business Letters/Correspondence • Writing Emails • Writing Proposals • Writing Reports & White Papers • Performance Review: Shortcuts for Proofreading and Editing • Summary & Action Planning
  • COURSES: Performance Management - Managing & Coaching for Performance

    Performance Management – “Performance Partnering” • Importance of providing feedback – what does feedback accomplish Communicating Direction & Setting Standards • Setting goals or objectives that motivate – setting a vision • Setting standards for performance Evaluating Performance • Frequency of Evaluation & Feedback • Appraisal Vs. Development - past performance and future needs • Joint performance evaluation – 2-way with employees & their supervisors • How to write an accurate appraisal Developing Supporting Documentation Providing Reinforcement for Employees - Motivation Managing Performance • Revising standards • The role of coaching in performance management Coaching & Discussing Performance
  • COURSES: Leadership Excellence

    Excellence in Leadership • Multi-Generational Workforce • Barriers to Working Together • Role Clarity – Your Role & Your Team’s • Driving Value • Personal Productivity • Setting Expectations & Communicating Vision/Direction • Be the Company – you are the face and message/voice of the company • Accountability & Taking Ownership • Performance Improvement & Management • Feedback & Motivating the Team • Integrity & Credibility • Building Trust • Decision Making • Learning • Encouraging Problem Solving & Idea Generation • Coaching • Mentoring • Taking Risk & Taking Responsibility/Ownership • Flexibility & Responsiveness in Leadership • Encouraging Team Members to Back Each Other Up & Work Together • Listening & Communicating • Asking Questions • Selection & Development of People • Coaching Challenges
  • COURSES: Business Plan Writing & Development

    Business Plan Writing & Development (for a new line of business, new business unit, or new entity) • Hoshin Planning • Business Plan Development overview – Developing a Concept • Feasibility Studies • Using Business Plan Pro software • Market Analysis • Services/Products Description • Strategy and Operating Plan • Communications and Marketing Plan • Sales Strategy/Plan • Preparing the Financials/Budget • Management/Organizational Structure • Company Overview and Executive Summary
  • COURSES: Administrative Professional - Professional Development

    The Administrative Professional • Staying Organized - Time Management and File Management o Multiple techniques for staying organized o Various filing systems, what works and what doesn’t; improving o Managing time efficiently to accomplish tasks on time o Seeking resources and support • Managing Multiple People, Deadlines, Priorities and Projects o Managing multiple deadlines, priorities and projects for a variety of people o Prioritizing techniques and tools o Managing multiple projects • Telephone Skills, Email Etiquette and Greeting Visitors in Person o Listening to the needs of customers (internal and external) can increase efficiency o Telephone etiquette – what really works, what doesn’t o Email etiquette – knowing social rules for using email and professional networking sites • Written Communication o “Seriously, who wrote this?!” A reflection on you and the organization Note-taking and Speaking Projecting Professional Image o
  • COURSES: Technical Writing

    Technical Writing • Analyzing and Assessing Customer Requirements and Needs • Identifying what readers need to know vs. what they want to know • Technical Writing Style • Reviewing Original Documents for Format, Sequencing/Flow & Technical Content Accuracy • Using simple language and messaging • Recommended Action Verbs; Using Active Voice • Knowing the difference between technical and narrative writing • Following the four steps of development • Writing with greater clarity and precision • Avoiding ambiguities • Determining the appropriate level of detail • Word choice and recognizing words to avoid • Organizing material within an established format/template • Designing pages and using visuals • Review & Editing • Practical Practice and Writing/Drafting
  • CONSULTANTS: Human Resource Performance Consulting

    We provide human resources services, performance improvement, training, change management, process redesign, and business initiatives and practices, for the purposes of improving performance of and creating positive change in, individuals and organizations.
  • COURSES: Communicating With Others

    • Introductions • Expectations/objectives including Workgroup/Team Goals • Program Overview • Describe how listening is important to you in what you do • How do you know when it’s working and when it’s not? • Identify Effective & Ineffective Communication • Understand Your Own Communication Style and Others’ Communication Styles and the o Benefits and Watch-Outs of the Different Styles • Identify and Overcome Barriers to Communication • Project a Positive Image Through Verbals & Non-Verbals • Verbal, Vocal & Visual (non-verbal) Communication • Understanding and Listening to “Customers” • Listening Techniques • Ideas for Improving Communication • Preparing for successful conversations • Interpersonal Dynamics – Business Communication and Listening Skills • Department or Team Meetings • Summary & Action Planning
  • COURSES: Conflict Resolution Skills & Techniques

    1. Introductions • Expectations/objectives including Workgroup/Team Goals 2. What is Conflict? What is Healthy Conflict, What is Unhealthy? • Typical problems encountered 3. Why Does it Happen? What’s the Value of Good Conflict? 4. Looking at Conflict – The Layers of an Issue • What’s going on? Why is this person so upset? What was threatened? What do they need? 5. Conflict Spectrum - Escalation of Conflicts/Issues – Differences, Discord, Dispute • Activity – Identify what’s happening at each of the three phases 6. LSI Conflict Style (management/resolution) Assessment • What’s your “conflict resolution style”? What about those of your peers? • Activity – Review style types & Discussion 7. Group Exercise 8. Process of Behavior Change 9. Why People “Don’t Do What You Want Them to Do” 10. How People React and Interact 11. Diagnosing Conflict 12. Ideas for Managing & Resolving Conflict
  • COURSES: Effective Meeting Management

  • COURSES: Effective Listening Skills

    1. Program Introduction and Overview 2. Describe how listening is important to you in what you do ? How do you know when it’s working and when it’s not? 3. Identify Effective & Ineffective Communication ? One-way, Two-way & Three-way Communication 4. Understand Your Own Communication Style and Others Communication Styles and the Benefits and Watch-Outs of the Different Styles 5. Identify and Overcome Barriers to Communication 6. Project a Positive Image Through Verbals & Non-Verbals 7. Understanding and Listening to “Customers” 8. Listening Techniques 9. Ideas for Improving Communication 10. Influence Others – Get others to see your point 11. Preparing for successful conversations ? Giving and receiving feedback ? How to ensure the other person feels like s/he was heard 12. Create Rapport and Build Trust 13. Accomplish Both the Practical and Personal Aspects of Conversation by Listening 14. Customer Case Studies/Role Plays 15. Wrap-up and Action Planning
  • COURSES: Mentoring Employees for Success

    1. Introductions • Expectations/objectives including Workgroup/Team Goals • Program Overview 2. Coaching & Leadership • Competencies • Rotating Leadership • Setting Performance Expectations • Planning for Improvement • Coaching Challenges 3. On-The-Job Training (Coaching) • The Coach’s Role of Training on the Job • Preparation & Tips • Orientations -- How to orient new employees • List of items to cover for new employees 32. Giving and Receiving Feedback • Two types of feedback – affirming & adjusting 5. Communicating Direction, Goals and Objectives/Visioning • Setting goals or objectives that motivate – setting a vision • Types of projects to motivate employees 6. Providing Reinforcement for Employees -- Motivation • Frequency, How to give, How to use forms • Positive & Negative Reinforcers 7. Coaching role play practice – real-work scenarios, plus challenges 8. Summary & Action Planning
  • COURSES: Preventing Sexual Harassment

    What is Sexual Harassment? Definition Types Criteria Behaviors - Verbal, Visual, Physical Sexual Harassment Laws and Court Cases Consequences of Sexual Harassment To the Target, the Harasser, the Organization Responsibilities of the Organization Organization’s Policy on Harassment/Discrimination Responsibilities of the Manager/Supervisor Proactive Strategies for all Employees What to Do When It Happens? Handling of Complaints Video: Is It or Isn’t It Sexual Harassment?
  • COURSES: People Trends & Strategies - Managing Diversity

    Trends in Business & Reasoning for Strategies o Current business & market trends affecting people strategies and diversity o Business case for managing people strategies & developing a greater diversity response Diversity Dimensions, Issues & Awareness o The dimensions of diversity in a workforce – age, gender, race, nationality, abilities, education, goals, values, personality, lifestyle, etc. o Barriers & Types of -- Attitudes, Stereotypes, Prejudices, Discrimination, Harassment o Legal issues of Harassment – broad EEO categories Workforce Trends & Concerns, and Responsive Strategies o What are the workforce trends which are driving a more diverse workforce o How to respond to and take advantage of (build on) workforce trends Further People Strategies & Ideas for Managing Diversity in People/Management Practices o Staffing & Selection o Organizational Development o Performance Partnering/Management o Leadership Development/Hi-Potential Development o Succession Planning Planning
  • COURSES: Strategic Planning

    • Strategic Planning using Hoshin Planning tools (which can also be used for Project Strategy) • The planning process can include the following, depending on interest of CLIENT: o Involve stakeholders in the process – staff, other organizations, groups & individuals o Involve stakeholders about current and future attributes/characteristics of CLIENT, SWOT (strengths, weaknesses, opportunities, threats), and the mission, vision, values and core competencies of the org., o Revisit or develop Mission, Vision & Core Values o Revisit or develop Core Competencies – core skills/competencies of CLIENT o Revisit or develop Core Strategies o Develop criteria for selecting new projects/ideas to act upon, and criteria for continuing to operate current programs or off-load o Use a process to determine key objectives & actions o Review current programs for alignment with Mission, Vision, o Develop timeline & action plan, key success measures
  • COURSES: Team Discussion & Consensus Building

  • COURSES: Team Building, Collaboration & Change

    • Introductions • Expectations/objectives including Workgroup/Team Goals • Program Overview • Introduction (review from pre-reading) to MBTI Types & Various Aspects • Various Lenses – we’ll focus on the temperaments lens • Review of Group MBTI & Individual MBTI types ( group report does not reveal individuals’ o identities) • MBTI Type & Emotional Intelligence – what are the tendencies and implications • Self-review comparison of group MBTI to my own MBTI type – my preferences vs. group o tendencies • Using group strengths and areas for growth in working together & supporting each other • Implications for: ? team dynamics & culture ? planning ? communication ? leadership ? change ? collaborative problem solving ? stress management & team support ? sharing of benchmark experiences (optimal work experiences) • Team Action Strategies • Managing the team – strategies for dividing work • Team Building and Building Trust • Group discussions using several work
  • COURSES: Career Planning & Job Search

    1. Career Choices 2. Resume Writing 3. Writing Cover letters, Follow up letters & Thank you letters 4. Job Search Techniques 5. Online/Web Tools & Resources 6. Interviewing Skills 7. Networking 8. Recruiters, Executive Search & Temp Agencies 9. Electronic/Social Networking & online profiles 10. Salary/wage & other negotiation 11. Developing a personal marketing strategy 12. Using the computer and internet for job search
  • COURSES: Performance Consulting / Internal Consulting

  • COURSES: Employee Life Cycle and Organizational Performance

    Performance Management - Collaborative Processes • Role Clarity and Role Expectations – your role and your team’s – helping your team to define their roles in relationship to company goals • Multi-Generational Workforce • Driving Value – how each employee contributes to driving value • Setting Clear Expectations & Communicating Vision/Direction – a prerequisite for evaluating performance and holding people accountable later • Accountability and Taking Ownership – what is it, why important to accept accountability and take ownership; • Performance Improvement & Management – using reinforcers, supporting performance; • Coaching – coaching to drive performance; setting goals and coaching them toward the goals • Talent Development & Talent Acquisition – how this relates to overall performance; developing people and selecting the right people • Issues and Challenges – handling various (e.g. older employees & younger sales mgrs?) • Engaging Employees – having positive conversations and in
  • COURSES: Talent Acquisition - Recruiting & Staffing

    Planning • Organizational goals & what needs do we/will we have • What can we train for and what do we need to hire for • Using the Job Description to create a behavioral interview format (uses examples from Client) Legal considerations in staffing/interviewing Screening/Interviewing Considerations • Types of screening/assessment tools- interviews, tests, application, in-basket, etc. – using several • What selection practices and/or instruments should we use to evaluate experience, skills, traits? Behavioral Interviewing • Why do we interview & what do we want out of it? • Types of interviews, including ‘tag-team’ approach • The basic interview process Selection • Decision model/matrix for selection • Defining and weighting requirements for selection Making the Offer – Accepted or Declined Interview Practice – Mock Interviews
  • COURSES: Integrating Human Resource Processes

    Introduction • Expectations/objectives • Seminar Overview 2. The role of strategic planning prior to HR process alignment 3. A model of strategic People Process Planning & Integration 4. How successful integration and alignment drives organizational growth 5. Alignment between and among HR processes and business processes 6. Integration with organizational strategies, goals, objectives 7. Developing integrated metrics and measures of success 8. Operationalizing the strategies of the strategic plan, including people processes 9. Catch-ball and connections at all levels 10. Organizational structure & onboarding 11. Performance management, compensation, & expectations 12. Growth and integration 13. Action Planning: Assessing the alignment & integration of your HR processes and organizational processes 14. Summary

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PO Box 11537
Pittsburgh, PA 15238

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