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Area One
New Skills in Organizations
Organizational Development
Training in Organizations
Training in Organizations >> Summary
Training in Organizations >> Core Communication Skills
Training in Organizations >> Performance and Accountability
Training in Organizations >> Intercultural and Diversity
Training in Organizations >> Conflict Resolution
Training in Organizations >> Mentoring and Peer Coaching
Training in Organizations >> Customer/Client
Area Two
Effective Helping Relationships
Realationship Skills Training
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Statement of Purpose
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The New-Skills Training Programs

Summary Overview
Thai Summary

Global Effectiveness Training (GET) programs teach the effective use of powerful relationship skills and communication tools used to achieve personal and organizational success. The New Skills enable leaders, managers and producers to maximize their personal influence and productivity. Trainees will learn how to work cooperatively to produce excellent results in a way that is personally satisfying.

Today's global and diverse workplace demands a high degree of communication skill competency in order to bridge differences in values and culture. Today's highly successful leaders and managers understand the importance of having employees at all levels with the personal confidence to express their ideas, the skills necessary to understand others and the self awareness to work cooperatively.

GET works with its clients to design learning programs and training courses to meet specific goals and objectives. The subjects described below are examples of some learning opportunities offered by GET.

  • Core Communication Skills
  • Performance Appraisal and Accountability Strategies
  • Intercultural Bridging
  • Conflict Resolution Approaches
  • Mentoring and Peer Coaching Skills
  • Customer/Client Support Strategies

Core Communication Skills

Summary: This training provides New Skills and strategies for being personally effective. Theory will be combined with practical on the job issues of leadership, influence and accountability. Participants will learn powerful alternative communication and relationship skills and develop the self-knowledge and self-confidence needed to be respectfully assertive with superiors, peers and subordinates. Trainees will refine and learn to articulate personal vision and strategies. Using the New Skills effectively involves gaining personal insights and developing the emotional intelligence needed to be influential, respectful and successful.

Interpersonal communication is rooted in culture and is complicated. Being successful in today's diverse work world requires being able to communicate effectively and influence superiors as well as subordinates and team members. In cultures where top down management is traditional, learning new, effective and respectful interpersonal communication skills is especially important. The New Skills taught by GET are not intended to replace traditional and time-honored ways of relating. Rather, they provide alternative and additional options for relating at work. Trainees explore the theory and practice of interpersonal communication. They work to gain the self-knowledge and emotional maturity needed to use the New Skills in a highly effective, appropriate and responsible manner. Small group dynamics, role-plays and insight simulations are vital components of this intense learning experience.

One of the New Skills has to do with intentional and purposeful listening. Trainees discover how their personal 'hearing-filters' and 'evaluations' get in the way of understanding completely everything being said to them. Learning to recognize these obstacles is an important part of this learning. Learning to actively listen to and receive information sent by another, then to decode and understand it is stressed. Trainees will learn about different status levels of sending and receiving

Trainees will also learn how and when, to use the New Skill of relating directly, honestly and with respect. This is a culturally sensitive area in relating. There are times when being assertive is effective in getting the result wanted - and - there are times when it is counter-productive. The key is learning how to be direct without causing the other person to become defensive or offended. With practice, trainees will gain an awareness of when it is appropriate to be sincere and straightforward. Communicating exact thoughts and honest ideas can feel risky for both the sender and receiver. GET shows learners how to lower the risk and increase the benefits of being transparent. Knowing how to be open with one another in ways that are genuine and respectful is a key to being understood, moving beyond conflict and having personal influence.

Another New Skill is learning how to temporarily stop evaluating and to suspend judgment of a person or group. Being able to appreciate another person's world from their point of view is a very powerful way to help people become unstuck, improve understanding and gain influence. Being able to use this New Skill with an adversary is extremely useful. Often judgments, attitudes and opinions will change. Areas in which to cooperate can be discovered and new, more useful, strategies designed. Win/Win and synergistic outcomes become possible. Creative, productive energy can be freed-up.

Mastering the New Skills increases self-confidence and the willingness to be assertive and take calculated risks to get what is needed from others. Additionally, the New-Skills take on an important new dimension when they are used in the larger context of personal motivation, leadership and satisfaction. This component of GET's core communication training has to do with vision and articulating goals that have personal and professional meaning. Developing the leadership skills necessary to achieve those goals will follow.

Having clear personal goals makes it possible to prioritize and make strategic choices about professional achievement. When personal and professional goals and values are in harmony with vision, it is possible to bring forth one's creative, powerful and energetic best. Leadership qualities will be enhanced. Work becomes more interesting, purposeful and satisfying.


Performance Appraisal and Accountability Skills

Summary: Production quality is improved and workplace stress is reduced when producers understand and share their organization's goals. Equally important is for them to understand their manager's needs. Producer's motivation to achieve is increased when they believe their managers understand what resources they need to produce mutually agreed upon results. The New Skills provide the tools and self-confidence to build respectful, effective relationships that makes true vertical, two-way and mutual accountability possible.

In today's multi-cultural workplace, effective performance assessment is the single most important managerial skill. Leaders, including managers and supervisors, who can negotiate functional accountability agreements with teams and individuals will insure the highest quality of production and a minimal level of workplace stress.

In cultures where top-down management has been the norm, excellent communication and relationship skills are necessary to facilitate highly effective two-way vertical and mutual accountability. Research has shown that North American workers who have clearly defined jobs, get and give feedback both positive and negative and have their performance assessed regularly, usually find work rewarding and satisfying. If they believe they are contributing to goals that they have in common with management and their organization, they are more motivated and fulfilled.

What about outside of traditional Western work cultures? There is plenty of evidence to suggest that the above motivation strategy will have less success. However, the true validity of these (often antidotal) reports have never been determined because the variables have not been consistent. Specifically the common goal variable has not been replicated successfully. When groups of approximately equal influence have negotiated common goals, the results are more similar to Western outcomes than dissimilar.

This training course has three focus points. The first is how to most efficiently establish valid common goals that are mutually understood and appreciated by management and producers. The second focus is on how to establish production consequences, both positive and negative. The third is learning how to mutually assess, evaluate outcomes and assign consequences in a way that promotes quality production and satisfaction. Management theory, group learning, role-plays and simulation exercises are used to make this learning relevant, practical, immediately useful and often fun.


Intercultural and Diversity Bridging Skills

Summary: People with different orientations, world-views and cultural backgrounds can work well together when their differences are openly acknowledged and truly common goals are established. GET's New Skills provide the tools necessary to create an atmosphere that will promote honest, respectful and productive dialogue in a diverse setting.

The diverse, multicultural workplace is a fact of life in the twenty-first century. This course addresses intercultural issues generally and provides specific solutions. It demonstrates an effective way to bridge differences and generate respect, trust and cooperation.

There are three fundamental learning objectives. The first focus is on teaching the trainees how to use GET's New Skills to identify and understand their own unique system of values and culturally based behaviors.

The second focus is on learning to use the New Skills to articulate their beliefs and successfully communicate them to others. The New Skills will show the trainees how to listen well and understand the other's values and behaviors. Being able to both discuss differences and discover similarities is a true treasure.

The third focus is on learning to use the New Skills to set aside differences, from time to time, in order to find truly common, mutual interests and objectives. Mutually held goals will provide a secure, safe foundation from which to explore and experience the organizational and personal benefits of friendly cooperation.

Learning to use the New Skills successfully will allow the process of acknowledging differences and discovering commonality to be ongoing. A less stressful environment will result along with growth in quality production and personal satisfaction.


Conflict Resolution Skills

Summary: Dealing with conflict is usually uncomfortable and is often avoided. Unresolved conflict hurts morale and productivity. The New Skills are powerful tools for resolving conflict. Trainees learn how to move through personal conflict quickly and act proactively to resolve conflict before it affects their productivity.

Conflicts are inevitable everywhere, including the workplace. There are various types of strife and levels of intensity. Some issues are situational; for example, competition for resources, fear-hurt-anger issues, perceived unfairness, misunderstanding, etc. Sometimes workplace discord is blamed on personality problems or differing values. Whatever the cause, if the conflict is left unresolved, the result is decreased morale and productivity.

Managing conflict can feel uncomfortable and sometimes hopeless. It's easy to put off or avoid dealing with it. Sometimes conflicts will seem to go away. They rarely do. Unresolved conflicts may become invisible, but the drain on productive energy remains.

There are a variety of approaches to resolving conflict and they all are enhanced by effective interpersonal communication and relationship skills. Some problems are relatively simple and can be solved by sorting through misunderstandings. Others are complex, engrained and require skilled strategies. Surprisingly, many conflicts have a paradoxical nature in the sense that helping an adversary succeed can lead to mutual success. Win/win resolution of conflict is highly desirable and not easy to achieve. Trainees will learn a variety of strategies for achieving satisfactory resolution quickly.

Learning how to use GET's New Skills in personal relationships will greatly reduce disputes and facilitate quick resolution of personal conflicts. Learning how to use the New Skills specifically for understanding, negotiation and resolution of conflicts is a powerful management resource. Theory and strategies, group learning, role-plays and practice on the job are used to teach trainees how to move through any personal conflict they encounter and to act pro-actively to resolve workplace conflict.


Mentoring and Peer Coaching Skills

Summary: Both mentoring and peer coaching accelerate people's advancement toward their goals. A mentor shares what she/he has learned with someone less experienced, but with similar interests or goals. Peer coaching provides a potent personal relationship between two persons functioning at similar levels. Both provide support and facilitate awareness of self-defeating behaviors and attitudes. Learning to use the New Skills will insure supportive relationships that will clarify issues and increase self-confidence and quality production.

A mentor is often an older person and always someone with valuable experience in a particular area. They function as a friendly guide and share what they have learned with someone on a similar professional path. It's an informal relationship with a minimum of structure.

A peer coach is someone willing to listen to and relate sincerely with a person on a similar career path and with a similar level of experience. Peer coaching often involves two people who switch or trade the role of being the 'coach.' Each will gain valuable insight into how to deal with various personal and career challenges. More effective strategies for success are developed.

The success of both mentoring and peer coaching is determined by the quality of the personal relationships. Learning to use the New Skills for mentoring and coaching will insure highly successful interpersonal relationships and effective communicating. Strategies for building quality relationships and developing meaningful agendas will be addressed. Trust building and self-awareness exercises, plus role-playing, are important features of this small group-learning experience.


Customer/Client Support Skills

Your client's needs should define your job. The New Skills provide the tools for quickly creating relationships with customers and clients that generate trust, understanding and creative strategies for achieving mutual goals.

There are, generally, two ways to relate to clients. One approach is to 'sell' a client on the idea that a particular product or service you represent will help them reach their goals. Another model is, in effect, joining the client's team in support of his or her success. The second option has the advantage of maximizing long-term win/win potential. This course is about achieving the latter option.

Participants will first learn to use the New Skills to quickly and efficiently understand the needs and goals of a customer or client. Then how to use the New Skills to demonstrate a recognition of client's objectives and challenges. The New Skills provide the tools and the self-confidence needed to be both assertive and supportive in the client/customer relationship. Being able to offer a genuinely caring relationship creates a powerful competitive advantage. Theory, strategy exercises, role-plays and simulations make this small group learning experience exciting, fun and highly practical.