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Please note, the ProKnowledge team will customize a private training course to meet your exact needs.
Call (518) 786-1338 or contact us for customized training.


Culture & Compliance

Corporate and NYS discounts do not apply for this course.

This course shows a team/workforce how to identify disrespectful behavior, its sources, and how to proactively address it in the workplace to create a more civilly aware work environment that encourages respect for each employee, his/her co-workers and their workspace.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience:  All levels of staff

At the end of this course, participants will be able to:

  • —Define incivility and identify its sources in the workplace
  • Describe examples of personal and electronic incivility and responses
  • Use an “Assertive Ask” to address disrespectful behaviors/activity
  • Explain the business impact of a disrespectful workplace
  • Create their own Civility Code

What is Incivility?

  • —Sources
  • Civility by the Numbers
  • —Exercise: “What Does Incivility Look Like Here?”

Personal & Electronic Incivility

  • Examples and Responses
  • Email Civility
  • Phone Civility
  • Internet Civility

The “Assertive Ask”

  • —Tips & Steps
  • Scenario Skill Practice

Impact of a Disrespectful Workplace

  • —Disrespectful vs. Collaborative Culture
  • Is Respect Enforceable?
  • —Management’s Role

 Wrap-up

  • —Team Contest:
    “Model It… Promote It”
  • Exercise: “Your Civility Code”

 What is included with the session?

  • —Instruction by an expert facilitator and HR professional
  • —Interactive sessions; team exercises
  • —Quick Reference Guide; Job Aids

Call (518) 786-1338 or contact us for customized, individual or group training.

Corporate and NYS discounts do not apply for this course.

Learn what true diversity means to each of us, and explore a unique perspective on the differences we each possess in our respective diversity puzzles. This session is not intended to change your mind regarding other groups or cultures, but rather, to gain perspective on how we look at diversity itself.

Learn about:

  • Defining External and Internal Diversity
  • Your Diversity Puzzle
  • Workplace Diversity Issues

Call (518) 786-1338 or contact us for customized, individual or group training.

Corporate and NYS discounts do not apply for this course.

This course is designed to introduce participants to both types of Harassment, how to recognize risky behavior that can lead to harassment claims, and what to expect if a formal harassment investigation ensues.  Additionally, the connection between unaddressed harassment is made to the escalation of emotions and subsequent violence in today’s workplace.  Scenarios are included to provide the opportunity to identify whether harassment exists, and if so, what type is being demonstrated.   

NOTE:  This session can be delivered on-site for your organization with customized internal harassment/retaliation policy and company-specific scenarios.

Length of Session: 2 hours

Target Audience:  All levels of staff

At the end of this course, participants will be able to:
  • Define the two (2) types of Harassment evident in today’s workplace
  • Describe the legal liability involved for the company, its managers and staff
  • Explain reporting requirements and how harassment investigations proceed
  • Identify whether a scenario indicates harassment and which type
  • Explain the connection between unaddressed harassment and its potential for escalation to workplace violence
What is Harassment?
  • Harassment Policy
  • Liability
Types of Harassment —  Sexual —  General   Reporting Responsibilities —  Employee —  Manager  
The Investigation —  Documentation —  Process —  Decision/Communication   “Is it Harassment?” Exercise   The Connection to Workplace Violence —  Definition —  Cycle of Violence —  Recognizing the Signs —  Employee Response if Violence Occurs

What is included with the session? —  Instruction by an expert facilitator and HR professional —  Small, interactive classes —  Quick Reference Guide (optional)

Call (518) 786-1338 or contact us for customized, individual or group training.

Corporate and NYS discounts do not apply for this course.

This session will provide an opportunity to discuss and gain insight to the ever-changing landscape of the U.S. workforce and its reflection of the generational makeup of the average American office.  We will show how creativity and planning are vital tools in producing a mutually beneficial work environment in which all generations can thrive and feel valued.
NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience: All staff levels.

At the end of this course, participants will be able to:

  • Define each generation and the events, icons and economic climate that shaped it, including characteristics and perceptions.
  • Describe statistically how each generation is represented in today's workforce.
  • Brainstorm solutions for scenarios that depict a generational challenge that may be encountered in the workplace.

Generational Icons

  • Veterans
  • Baby Boomers
  • Generation X
  • Generation Y (a.k.a. Millennials)

Generational Perceptions

  • Sources of Conflict
  • Communication & Coaching

Workforce Issues

  • S. Statistics
  • Boomerangers
  • “Silver Tsunami”

Bridging the Gap

  • Generational Scenarios

What is included with the session?

  • —Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Presentation slides, Quick Reference Guide and Conversation Planner

Call (518) 786-1338 or contact us for customized, individual or group training.

Statistics show that a new employee is more likely to leave within the first 90 days of employment, and as such, the onboarding initiative becomes essential to providing the new employee with a comprehensive and welcoming introduction to the organization’s functional purpose, core values, and expectations of its employees. This offering is a customized consultation between ProKnowledge and your organization to establish an onboarding program that will take the new employee from New Hire Orientation to their transition into their functional role and beyond.

NOTE: This session can be delivered on-site for your organization with customized content.

Length & Number of Consultations: To be determined

Target Audience: Human Resources professionals or anyone who is interested in establishing a comprehensive Onboarding program.

At the end of this course, participants will be able to:

  • Created a comprehensive New Hire Orientation program
  • Established departmental checklists for new employee transitions
  • Developed a post-Orientation check-in process to ensure progress and discuss any challenges faced by the new employee

Call (518) 786-1338 or contact us for customized, individual or group training.

This session will provide insight to what Change is, its phases and how individuals respond to change initiatives.  We will show how employees’ responses to Change are manifested and the issues/concerns that lie beneath their observed behaviors.    

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 2.5 hours

Target Audience: Supervisory roles

At the end of this course, participants will be able to:

  • Define Change and its corresponding SARA response.
  • Describe the four (4) phases of Change.
  • Explain positive and negative coping strategies that employees employ.
  • Describe the traits of resilient people.

Understanding Change

  • SARA Response
  • 4-Phase Change Cycle
  • Personal Transition Styles

Understanding Our Responses

  • Coping Strategies
  • The Iceberg (exercise)
  • Stress & Resiliency

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide, Case Study, Job Aids

Call (518) 786-1338 or contact us for customized, individual or group training.


Staff Development

This course is designed to build confidence in casual and formal presentation formats, with focus on the skills required to develop, organize and deliver a presentation that meets the needs of the audience. Presented in two parts, this course provides presentation theory and a casual presentation in Part 1, followed by a 10-minute formal recorded presentation and feedback session in Part 2.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 8 hours over 2 sessions (one week apart)

Target Audience: All staff levels

Maximum Class Size: 6 (up to 20 if formal presentations not recorded)

At the end of this course, participants will be able to:

  • List adult learning principles
  • Analyze the audience to prepare a presentation that meets their needs
  • Organize thoughts into main and sub-topics
  • Describe tips for effective presentations, including technical topics
  • Conduct an effective Q&A segment
  • Determine appropriate visual aids to support the presentation
  • Identify types of challenging audience members and how to address them

Presentation Pipeline

  • Know Your Audience
  • Establish Logistics
  • Organize the Presentation
  • Create Job Aids
  • Practice

Tips for Effective Presentations

  • Handling the Q&A
  • Saying "I don't know"
  • Technical Presentation Tips
  • Recovering from Errors
  • "Drive By" Presentations

Audio/Visual Aids

  • Effective Usage Tips
  • PowerPoint
  • Selecting Appropriate Type

Challenging Audience Members

Formal Presentation (Part 2)

  • Recorded Presentations
  • Giving Balanced Feedback
  • Feedback Sessions

What is included with the session?

  • —Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Presentation slides, Quick Reference Guide, and Conversation Planner

Call (518) 786-1338 or contact us for customized, individual or group training.

This workshop is designed for participants who are interested in establishing their own brand, namely, what their image says about them, what beliefs and core values they hold, as well as an examination of ethical behavior in the workplace. During this workshop, each participant will create a Personal Mission Statement following a step-by-step process that taps into their professional and personal achievements, behaviors, and motivators.

NOTE: This session can be delivered on-site for your organization with customized content; ideal for Sales and Customer Service teams.

Length of Session: 3 hours

Target Audience: All staff levels, and specifically for anyone who is customer-facing, such as Customer Service, Sales, Territory Managers and Sales Management personnel

At the end of this course, participants will be able to:

  • List and explain the three (3) components of a Brand
  • Explain the business case for understanding and improving your EQ
  • Describe the four (4) EQ skills and how to enhance each effectively

The Brand

  •  Three (3) components of a Brand
  •  Brand Loyalty and “Moments of Truth”

Creating a Personal Mission Statement

  • Self-Awareness

Ethics and the Workplace

  •  “Crucible Moments”
  •  Ethics Case Study

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Presentation slides, Quick Reference Guide

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to develop and practice the foundational skills of writing, including: Spelling, Grammar, Verb Usage, and Punctuation. The focus is on applying a style and format to one’s writing that ensures comprehension by the reader, with attention to guidelines for various business written communication. A writing assignment is included using a business communication scenario.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 4 hours

Target Audience: All staff levels

At the end of this course, participants will be able to:

  • State rules and exceptions for Spelling, Grammar, Verb Usage and Punctuation
  • Organize thoughts into clear, concise written communication
  • Explain the essential components of a business internal memo/email
  • Describe how to write with positive intent
  • Describe and practice proofreading tips

The Basics

  • Spelling
  • Capitalization
  • Punctuation
  • Grammar & Verb Usage

Written Formats

  • Internal memo/Email
  • Business Letter
  • PowerPoint
  • Writing with Positive Intent
  • Writing Assignment Debrief

Proofreading

  • The Lure of Spellcheck
  • Tips for Detection
  • Error Types
  • Proofreader Marks

What is included with the session?

  • —Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Business Writing Participant Guide

Call (518) 786-1338 or contact us for customized, individual or group training.

Corporate and NYS discounts do not apply for this course.

This course is designed to have participants explore the three components of basic communication, namely: Speaker, Medium, and Recipient. Attention will be given to understanding the strategies for communicating with various personalities, including your manager’s, to be successful in organizing and presenting your ideas. Various modes of communication will be discussed to determine the appropriate tool in a given situation, as well as the importance of body language and tone of voice. Exercises are included to provide insight to the roles of Speaker and Recipient.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience: All staff levels.

At the end of this course, participants will be able to:

  • Describe the basic components of communication
  • Explain strategies for communicating with four (4) personality types
  • Select the appropriate communication mode in various situations
  • Display and interpret the unspoken meaning behind body language
  • Describe effective tips for active listening

Communication Components

  • Speaker/Writer
  • Medium (mode)
  • Listener/Recipient

Communicating with Personalities

  • Direct
  • Expressive
  • Passive
  • Analytical

Communication Modes

  • In-person
  • Phone
  • Email & Texting
  • Tone in Writing

Interpreting the Non-Verbal Signs

  • Tone of Voice
  • Body Language

Active Listening

  • Hearing vs. Listening
  • Removing Distractions
  • Engaged Body Language
  • The Power of Questions

What is included with the session?

  • —Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Presentation slides, Quick Reference Guide, and Conversation Planner

Call (518) 786-1338 or contact us for customized, individual or group training.

Corporate and NYS discounts do not apply for this course.

Learn to design effective, synchronized e-learning modules that keep the learner engaged and provides interactivity. This course provides tips and techniques on developing eLearning content. Emphasis is not placed on any one tool.

Lesson 1: Instructional Design

  • Defining learning objectives
  • Understanding the learner’s perspective
  • Identifying the content
  • Organizing information

Lesson 2: The Science of eLearning

  • How adults learn
  • Applying e-learning science to maximize learning and retention
  • Using narration, graphics, and video to improve learning

Lesson 3: Engaging the Learner

  • Using scenarios and case studies
  • Creating tests or assessments
  • Creating a simulation
  • Using games

Lesson 4: The Development Process

  • Estimating time requirements
  • Rapid Development vs. ADDIE
  • Storyboarding
  • Ongoing Revisions

Lesson 5: Questions and Answers

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to introduce participants to ten (10) customer service standards that are essential to meeting customer needs while ensuring positive “moments of truth” that cement customer loyalty. Scenarios are included to provide the opportunity to practice the standards.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience: Customer Service providers and/or supervisors

At the end of this course, participants will be able to:

  • — Describe the three (3) components of branding
  • — Define “Moments of Truth” and their impact on customer loyalty
  • — List the ten (10) Customer Service Standards and practice using them in various customer service scenarios
  • — Explain effective phone etiquette when handling customer calls

Creating Brand Loyalty

  • —  Moments of Truth

  Customer Service Standards  

The Art of Handling Complaints Effective Phone Etiquette

  •   Greetings
  • —  Personalizing the Call
  • —  Unavailable Colleagues
  • —  Transferring the Call
  • —  Putting Callers on Hold
  • —  Taking a Message

 What is included with the session?

  • —  Instruction by an expert facilitator and Customer Service professional
  • —  Small, interactive classes
  • —  Presentation slides, Quick Reference Guide

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to have participants respond to scenarios and exercises that provide insight into their emotional intelligence (EQ) and the skills that are essential to enhance this all-important component of success in both business and personal relationships.  Emotional Intelligence has been tied to success in leadership, management and overall performance in any role within an organization.

NOTE:  This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience:  All staff levels, and specifically for anyone who is struggling with interpersonal effectiveness in the workplace.

At the end of this course, participants will be able to:

  • —  Define Emotional Intelligence (EQ) and how it differs from IQ
  • —  Explain the business case for understanding and improving your EQ
  • —  Describe the four (4) EQ skills and how to enhance each effectively

What is Emotional Intelligence?

  • —  EQ vs. IQ
  • —  EQ and Today’s Business Needs
  • —  EQ Scores by Role

Emotional Intelligence Skills

  • —  Self-Awareness
  • —  Self-Management
  • —  Social Awareness
  • —  Relationship Management

What is included with the session?

  • —  Instruction by an expert facilitator and HR professional
  • —  Small, interactive classes
  • —  Presentation slides, Quick Reference Guide

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to build the skills that are essential to conducting a meeting that achieves the agenda’s goals and encourages the participation of all meeting attendees. Communication skills and productivity techniques are covered to ensure that a thorough, effective meeting occurs every time.  

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience: All levels of staff who regularly facilitate meetings or are new to facilitating.

At the end of this course, participants will be able to:
  • —  Describe the facilitator’s role
  • —  Identify communication skills to effectively facilitate a meeting
  • —  Explain how to handle difficult dynamics and challenging meeting attendees
  • —  Describe facilitation techniques and tips to avoid “wasteful” meetings
Facilitator’s Role   Communication Skills for Facilitators
  • Questioning Skills
  • Active Listening
  • Identifying & Acknowledging Body Language
 
Dealing with Difficult Dynamics
  • —Degrees of Support
  • Meeting Busters
  Facilitation Techniques & Tips
  • — Starting/Closing
  • — The Effective Agenda
  • — Creating Ground Rules
  • — Room Selection & Set-up
  • — Notes & Minutes
  • — Brainstorming Formats
 
 What is included with the session?
  • — Instruction by an expert facilitator and HR professional
  • — Small, interactive classes
  • — Presentation slides, Quick Reference Guide and job aids

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to provide participants with tips and practices to get more productivity from their day by applying proven methods of addressing the never-ending influx of email, tasks, meetings and unexpected disruptions.  Participants will apply these methods to various scenarios and a case study that will challenge their pre-conceived ideas of what it means to be productive. 

NOTE:  This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience:  All staff levels

At the end of this course, participants will be able to:

  • — Describe the four (4) essential habits of effective time management
  • — State the “4 D” decision process for acting on the “stuff” they encounter
  • — Identify “Time Bandits” and how to minimize them
  • — Explain the types of questions to ask to determine priorities

Four (4) Essential Time Management Habits

  • Capture
  • Transfer
  • Timed Format
  • Follow-ups

 

“4 D” Decision Making

  • Scenarios
  • Asking the Right Questions
  • —Urgency vs. Importance

Time Bandits

  • — Email
  • — Drive By’s
  • — Requests from the Boss
  • — Meetings
  • — Paperwork & Project Work

 

 

What is included with this session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Presentation slides, Quick Reference Guides, and job aids

Call (518) 786-1338 or contact us for customized, individual or group training.

With every aspect of an organization’s productivity based on the successful outcome of its initiatives, the ability to see a project through from beginning to end becomes an essential skill in any professional’s tool kit. This course is designed to introduce participants to the basic components and theory behind effective project management.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 4 hours

Target Audience: All levels of staff who participate in or lead project teams

At the end of this course, participants will be able to:
  • —  Define the essential roles and responsibilities connected to a project
  • —  Describe the five (5) phases of a project
  • —  Use project management tools to plan, monitor and close out a project
  • —  Explain how to address conflict/problems that occur
Project Roles & Responsibilities
  • Stakeholder
  • Project Manager
  • Project Team
 Project Phases
  • Initiating
  • Planning
  • Executing
  • Monitor & Control
  • Closing
Project Management Tools
  • —Project Charter
  • Project Task Tracker
  • —Lessons Learned Worksheet
  Team Conflict & Project Issues
  • — Sources of Conflict
  • — Problem Solving Process
  • — Troubleshooting Exercises
 
 What is included with the session?
  • — Instruction by an expert facilitator and HR professional
  • — Interactive session with customized project scenario
  • — Quick Reference Guide and PM worksheets

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to build confidence in approaching others to conduct effective resolution dialogue when small-scale conflict exists or to master more difficult conversations, where the stakes are higher. The importance of defining conflict’s source, checking our own intent and understanding the same for others is explored to ensure that the conversation is productive, rather than adversarial.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience: All staff levels

At the end of this course, participants will be able to:

  • Define Conflict and its psychological sources
  • Explain the Retaliatory Cycle and role of the “Fundamental Attribution Error” in our personal response to Conflict
  • Practice using an “I Statement” to resolve small-scale conflict
  • Describe the required communication skills to ensure an effective outcome
  • Complete a planner that will guide you through a more difficult conversation

Defining Conflict

  • 4 Psychological Needs
  • Positive/Negative Effects

Responding to Conflict

  • The Retaliatory Cycle
  • “Fundamental Attribution Error”
  • Technical Presentation Tips
  • Resolution Dialogue
  • Managing the Difficult Conversation

Conversation Frameworks

  • Creating an “I Statement”
  • Conversation Planner

Communication Skills

  • Asking the Right Question
  • Active Listening
  • Role of Body Language

What is included with the session?

  • —Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide and Job Aids

Call (518) 786-1338 or contact us for customized, individual or group training.

This mini-course is designed to supplement an organization’s existing sales training program and strategy to customize the pitch that a sales professional makes to four (4) distinct client personality types. How each client type is approached and the preparation for each will help determine if the sale is achieved and how the client relationship is successfully maintained.

NOTE:  This session can be delivered on-site for your organization with customized content.

Length of Session: 2 hours

Target Audience:  Sales Professionals

At the end of this course, participants will be able to:

  • — Describe the four (4) client personality types
  • — Strategize the essential components of a customized pitch to each client type
  • — Explain how to follow up and maintain the relationship with each client type

Four (4) Client Personality Types

  • Direct
  • Expressive
  • Passive
  • Analytical

 

Client Strategies

  • Approach
  • Preparation

Client Maintenance

  • — Communication Practices
  • — Drive By’s

 

 

What is included with this session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to improve communication, morale, motivation, and productivity with focus on the skills required to strengthen problem-solving abilities. Participants will explore team building styles and develop strategies to enhance collaboration. Trust, Engagement, Accountability, and Mindfulness will be explored during a unique one-hour puzzle challenge.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours

Target Audience: All staff levels

Maximum Class Size: 20

At the end of this course, participants will be able to:

  • Analyze the influences that guide how teams approach a task and relate to each other
  • Identify key personal and organizational benefits of becoming better team players
  • Describe the pathways that most teams follow on their way to high performance
  • Explore strategies to improve group dynamics and establish a culture of trust

Exploring Team Dynamics

  • Is it a group or team?
  • 4 Stages of Team Development

Parker Team Player Style

  • Self-Assessment Exercise
  • Escape Game Puzzle Challenge

Enhancing Motivation

  • Motivation/Engagement/Retention
  • Performance/Reward Relationship
  • Staff Puzzle Challenge

 


What is included with the session?

  • —Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide, PTPS Survey, and Group Challenge Activity

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is for professionals whose primary focus is written communications, whether for Marketing, Public Relations, Grant Writing, etc. In these roles, it is an essential skill to write clear messages that get to the point with attention paid to grammar, spelling and punctuation. Focus of how to write with the Reader in mind is the main priority.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 2 hours

Target Audience: Anyone whose main function is writing copy, grants, organizational communications, policies, press releases, etc.

  • Eliminating long, rambling sentences
  • Writing with an active voice
  • Words that add no value to content
  • Considering your audience
  • 10 secrets for clear writing
  • Best practices for editing
  • Review common punctuation mistakes

What is included with the session?

  • Instruction by an expert facilitator and PR professional
  • Small, interactive classes
  • Quick Reference Guide

Call (518) 786-1338 or contact us for customized, individual or group training.


Management & Leadership

This course is designed to show managers the importance and impact of effective delegation that reduces professional burnout and provides opportunities for staff development.  Participants will learn how to let go of the myths associated with delegation to free themselves from micromanagement and martyrdom. Each participant will leave with a list of tasks/projects they can delegate and the ideal staff member to whom each one will be delegated.

NOTE: This session can be delivered on site for your organization.

Length of Session: 3 hours
Target Audience: Those who supervise others

At the end of this course, participants will be able to:

  • List the myths associated with Delegation
  • Prioritize task/project for delegation using an Impact/Effort scale
  • —Follow the steps to delegating tasks/projects
  • Describe how to conduct a delegation conversation

Identifying and Prioritizing Tasks/Projects

  • Impact/Effort Scale
  • Appropriate tasks to Delegate

To Whom Should I Delegate?

  • Risk vs. Readiness
  • Staff Development

The Delegation Conversation

  1. Task Explanation
  2. —Assigned Level of Authority
  3. Resources
  4. Follow-up & Monitoring

Ensuring Accountability

  • See It, Own It, Solve It, Do It
  • Task/Project Tracker

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to build the skills that are essential to following the hiring process from job description review to candidate selection. This course provides the manager with the ability to effectively match the key responsibilities of a role with the range of candidates to select the one who most aptly fits the role and the organization.  

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3.5 hours
Target Audience: Managers who are responsible for sourcing, interviewing and selecting new employees

At the end of this course, participants will be able to:

  • Explain the hiring process used at most organizations
  • Describe the manager’s role in creating/revising a Job Description
  • Explain what to screen for in a candidate’s resumé
  • Create behavior-based questions for the interview
  • Describe the three (3) phases of an interview
  • Identify legally acceptable questions
  • Practice skills during a mock interview

Hiring Process

  • Job Review & Requisition
  • Internal/External Job Posting
  • Resumé Screening
  • Phone Screen
  • Interview
  • Candidate Assessment
  • Candidate Offer

Resumé Review

  • Fit with Job Description
  • Work History
  • Source for Interview Questions

The Interview

  • Behavior Based Questions
  • 3-Phase Format
  • Logistics & Tips
  • Legal Do’s & Don’ts
  • Mock Interview Skill Practice
  • Post-interview Debrief

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide and Job Aids

Call (518) 786-1338 or contact us for customized, individual or group training.

Corporate and NYS discounts do not apply for this course.

Staff members who have an understanding of the dynamics of change are better equipped to analyze the factors at play in their own particular circumstances and to adopt practical strategies to deal with change. Employees are responsible for contributing to the effectiveness of their organization while maintaining high morale.

  • The change process
  • The response to change
  • The pace of change and the pace at which people adopt change
  • The “4-Room Apartment of Change” and how to use it
  • Your resiliency to change and how to increase it
  • Stress management
  • An action plan for success

Call (518) 786-1338 or contact us for customized, individual or group training.

This session will provide opportunity to discuss and gain insight to the ever-changing landscape of the U.S. workforce and its reflection of the generational makeup of the average American office. We will show how creativity and planning are vital tools in producing a mutually beneficial work environment in which all generations can thrive and feel valued. Management scenarios will be discussed to identify how intergenerational perspectives can be used to develop solutions for generational workplace challenges.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3 hours
Target Audience: Supervisory Roles

At the end of this course, participants will be able to:

  • Define each generation and the events, icons and economic climate that shaped it, including characteristics and perceptions.
  • Describe statistically how each generation is represented in today's workforce.
  • Brainstorm solutions for scenarios that depict a generational challenge that Managers may encounter in the workplace.

Generational Icons

  • Veterans
  • Baby Boomers
  • Generation X
  • Generation Y (a.k.a. Millennials)

Generational Perceptions

  • Sources of Conflict
  • Communication & Coaching

Workforce Issues

  • U.S. Statistics
  • Boomerangers
  • “Silver Tsunami”

Bridging the Gap

  • Generational Manager Scenarios

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide, Scenarios Job Aid

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to teach managers the fundamentals of documenting and addressing performance issues, positive and constructive, with an emphasis on the progression from coaching to potential disciplinary action. Only with consistent and frequent observation, documentation and coaching can a manager hope to assist his/her team members with their professional growth and ability to meet day-to-day goals and successful task/project completion.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 4 hours
Target Audience: Those who supervise others

At the end of this course, participants will be able to:

  • Explain performance documentation standards that are fair and legally sound
  • Identify and capture performance on a Performance Log
  • Describe the differences between coaching, counseling and disciplinary action conversations and conduct each type
  • Describe the communication skills used to conduct performance conversations
  • Explain the collaborative relationship between management and HR to provide fair and consistent performance management

Documenting Performance

  • Writing Basics
  • Do’s & Don’ts of Documentation
  • Documentation Types & Formats
  • Performance Log Practice

Coaching & Counseling

  • Identifying Poor Performance
  • What, How & When
  • Communication Skills
  • Skill Practice

Disciplinary Action

  • Progressive Disciplinary Process
  • Action Plans
  • Group Skill Practice
  • Management’s Partnership w/HR

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide, Job Aids

Call (518) 786-1338 or contact us for customized, individual or group training.

This course will introduce managers and leaders (by title or function) to the concepts of team development, including the components of a Team Charter and the identification of each team member’s internal and external motivators so that a customized approach to coaching, goal setting and recognition can be developed. A selection of team building activities to target specific teams is included.

NOTE: This session can be delivered on-site for your organization.

Length of Session: 3 hours

Target Audience: Those who supervise and/or lead others

At the end of this course, participants will be able to:

  • Describe the four (4) stages of team development
  • Define internal and external motivators
  • Explain how to customize coaching, goal setting, and recognition to each team member’s motivators
  • Describe the motivators for each generation in today’s workplace
  • Facilitate a team building activity appropriate for their team

Exploring Team Dynamics

  • Is it a Group or a Team?
  • 4 Stages of Team Development

Customizing Motivation

  • Motivation/Engagement/Retention
  • Intrinsic & Extrinsic Motivators
  • Performance/Reward Relationship
  • Staff Motivation Challenge

Generational Motivators

  • Baby Boomers
  • Generation X
  • Generation Y (a.k.a. Millennials)
  • Generational Scenarios

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide, Job Aid

Call (518) 786-1338 or contact us for customized, individual or group training.

This course is designed to teach managers the fundamentals of using documentation to complete performance appraisals and write performance goals that provide a fair and meaningful appraisal to each employee. Emphasis is placed on the components of each step in the performance appraisal process, including how to prepare for, conduct and deal with challenging employee responses.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 3 hours
Target Audience: Those who supervise others

At the end of this course, participants will be able to:

  • Describe best practices for ensuring fair and accurate appraisals
  • Explain the performance appraisal process at (insert company name)
  • Explain how to write comments and goals for appraisals
  • Identify common rating traps with appraisals
  • Describe the preparation process for appraisals
  • List the steps in conducting an appraisal discussion
  • Identify strategies for challenging employee responses

Appraisals Best Practices

  • Why Provide Appraisals?
  • What Could Go Wrong?

Writing the Performance Appraisal

  • Self-Evaluation Data (optional)
  • Ratings & Comments
  • Goal Setting
  • Overall Rating/Summary
  • Review & Revisions (Mgmt. & HR)

Conducting Performance Appraisals

  • Appraisal Preparation
  • 4-Step Appraisal Discussion
  • Post-Appraisal Activities

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guide, Job Aids

Call (518) 786-1338 or contact us for customized, individual or group training.

This 2-day intensive course is designed to equip new or recently promoted supervisors with an essential toolkit of skills focused on managing themselves and their staff to peak performance. Participants will develop these skills using various exercises and case scenarios with emphasis on their transition from individual contributor to management team member.

NOTE: This session can be delivered on-site for your organization with customized content.

Length of Session: 2 days
Target Audience: Those who are new to the supervisory role or recently promoted within the last 1-2 years, who did not receive appropriate professional development at the time of promotion

Transition to Supervisor

  • From Supervised to Supervisor
  • Accountability Factors
  • New Supervisor Traps
  • Critical Thinking Skills

 Communicating Effectively

  • Managing the Message
  • Meeting Facilitation

 Conflict Resolution

  • Causes & Responses
  • The Retaliatory Cycle
  • “I Statements”

Managing Staff Performance

  • Documentation
  • Coaching
  • Counseling
  • Disciplinary Action

The Legal Supervisor

  • Labor Law Basics
  • Working with HR

Organizing Time, Tasks & Projects

  • 4 Essential Habits
  • “4 D” Decision Process
  • Minimizing Time Bandits

What is included with the session?

  • Instruction by an expert facilitator and HR professional
  • Small, interactive classes
  • Quick Reference Guides, Management Action Plan (MAP), Case Studies

Call (518) 786-1338 or contact us for customized, individual or group training.


Workplace Styles & Assessments

Call (518) 786-1338 or contact us for customized, individual or group training.

In this foundational team-building program, attendees come to understand their own work styles and those of their co-workers. They learn that difficult interactions are often a result of different styles. They leave the program with concrete strategies for connecting with others, solving problems together, and interacting well during times of stress and conflict. Comparison Reports can be generated for any two individuals to help them with one-on-one interactions. The Group Culture Report examines the style of the group as a whole and offers insights on team performance. Organizations that embed DiSC in their culture improve their internal communications and teamwork dramatically.

Length of Session: 4 hours 

Target Audience:  All levels of staff

At the end of this course, participants will be able to:

  • Describe the four (4) styles of the DiSC model
  • Identify their own DiSC style and how it impacts their work relationships
  • Describe how to interact more effectively with others’ DiSC styles

Discovering Your DiSC Style

  • —  Learn about the DiSC model and the Everything DiSC Workplace Map®
  • —  Identify your style and explore the priorities that drive you during your workday
  • —  Discover the similarities and differences among the DiSC styles

  Understanding Other Styles

  • —  Discover your reactions to different DiSC styles
  • —  Identify what works for you and what challenges you when working with each style
  • —  Use the DiSC model to understand the people you work with

Building More Effective Relationships

  • —  Learn how others have bridged differences across the DiSC model
  • —  Practice using DiSC to build more effective relationships at work
  • —  Write an action plan for building more effective relationships

What is included with the session?

  • —  Instruction by an expert facilitator and HR professional
  • —  Small, interactive classes
  • —  Everything DiSC Workplace® Profile report and job aids

Call (518) 786-1338 or contact us for customized, individual or group training.


Speaking Engagements

Call (518) 786-1338 or contact us for to learn more about speaking engagement opportunities.


Coaching & Consulting

Call (518) 786-1338 or contact us for customized individual or group coaching and consulting.

Technology Training

Visit www.microknowledge.com to learn more about MicroKnowledge, ProKnowledge's sister company and Tech Valley’s leading computer training and consulting firm.