1. Marlene Mendoza August 27, 2011

2.  Unit 1 – Skills for Success -  Unit 2 – Communication with Integrity  Unit 3 – Managing Conflict  Unit 4 – Developing & Managing Talent  Unit 5 – Manager as Coach: Managing Perf.  Unit 6 – Managing Prof. Relationships

3. Individual Behavior – Interpersonal Skills Self-Awareness & Emotional Intelligence

4. Conscientiousness – Seek out feedback Take greater risks Work smarter

5.  Active listening  With Intensity, empathy, acceptance and completeness, and to be myself

6.  Feedback – giving and receiving  Motivation  Communication Across Cultures

7.  Mindful Communications

8.  Crucial Conversation  A. Be focused – in meetings and emails  B. Control over emotions in conflict  C. Talking, listening and acting together  D. Turning talk into action & results

9.  Negotiation skills – during conflict and using the win-win approach

10.  Trust  A. Importance  B. Relationships  C. Collaboration

11.  Trust and Keeping Good Morale  A. Hiring  B. Tasks  C. Mentoring  D. Teams  E. Communication

12.  Retention  A. Knowledge  B. Tasks  C. Transferable  D. Flexible  E. 3 Levers

13.  A.Coaching  Performance Coaching B.Contracting C.GROW Model D.Listening B. Developmental Coaching

14.  Crucial Confrontations  A. Before  B. During  C. After

15.  Influence Skills  A. Developing Interpersonal Flexibility  B.Using Six Forms of Influence  C.Developing Political Savvy

16.  Networking  A. What to do?  B. What not to do?

17.  References:  Brotherton, P. (2005). Newly hired executives not performing up to par. T&D. 65-(5), 24-24. Retrieved August 9, 2011, from Professional Development Collection. Buckingham, M. (2005). What great managers. Harvard Business Review. 83(3), 70-80. Retrieved August 9, 2011, from Kaplan University Web Site. Caproni, P. (2005). Communicating effectively. Building Trust. 2 nd Edition. Upper Saddle River, NJ: Prentice Hall. Caproni, P. (2005). Communicating effectively. Management Skills for Everyday Life. 2 nd Edition. Upper Saddle River, NJ: Prentice Hall.

18.  References:  Caproni, P. (2005). What predicts success? Management Skills for Everyday Life. 2 nd Edition. Upper Saddle River, NJ: Prentice Hall.  Caproni, P. (2005). Gaining and using sustainable, ethical power and Influence. Management Skills for Everyday Life. 2 nd edition. Upper Saddle River, NJ: Prentice Hall.  Hill, L. (2004) New manager development for the 21 st century. Academy of Management Executive. 18(3). Retrieved July 20, 2011, from Kaplan University Web Site.

19.  References:  Jamrog, J. (2004). The perfect storm. Human Resources Planning. 27(3), 26-34. Human Resource Institute: The University of Tampa. Retrieved August 9, 2011, from Kaplan University Web Site.  Johnston, L. (2005). Crucial conversations. Tools for talking when stakes are high. Business Book Review. 21(39). Retrieved August 2, 2011, from Kaplan University Web Site.

20.  References: Kraybill, R. (2000). Adult personal conflict style inventory tally. Mediation and facilitation Training Manual, 64-66. 4 th Edition. Mennonite Central Committee. Retrieved August 3, 2011, from http://peace.mennolink.org/resources/conflictstyle/index.html http://peace.mennolink.org/resources/conflictstyle/index.html Locke, A. (2008). Developmental coaching: Bridge to organizational success. Creative Nursing 14(3). Retrieved August 18, 2011, from Academic Search Premier.

21.  References: Yemm, G. (2005). Getting the most from appraisals from both sides of the desk. Management Services. 49(1), 36-37. Retrieved August 15, 2011, from Kaplan University Web Site.