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Learning Contracts for Business

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									                                                                Academy of Leadership Excellence Competencies
                                                                      Recommended Learning Solutions

                                                                                                                                                             Skill-Soft
                                                                                                                                        CBT                                E-             Subject
            Competencies                          Classes                           Books                          Tapes                        E-Learning         Learning               Coaches
Customer Service
                                        (1) Cruising Through Difficult
                                        Service Encounters: Support                                                                                          (1) Consulting with the
                                                                         (1) Flawless Consulting by P.
                                        for the Internal Consultant                                                                                          Internal Client
                                                                         Block                                                          Customer Service:
         Service Delivery                    (2) Customer Serv. Level
                                                                         (2) Consulting on the Inside                                   Defining Service
                                                                                                                                                                   (2) Managing      Nancy Fisher
                                        II: Understanding and                                                                                                Customer-Driven Quality
                                                                         by B. Scott
                                        Addressing Difficult Service                                                                                         Improvement
                                        Situations

                                        (1) Creating a Motivational
                                                                         Creating a Customer
                                        Climate                                                          Proactive Customer Service Motivation: Leading with Managing a Customer      Rob Patten
         Action Focus                          (2) Preparing for
                                                                         Centered Culture by A.
                                                                                                         (The Telephone Doctor)     a Vision                 Service-Oriented Culture    Shirley Amore
                                                                         Lawton
                                        Leadership

                                        (1) Focus: Achieving Your
                                        Highest Priorities
                                           (2) Service Level Contracts Personal Time Management                                         Customer Service:    Consulting with the     Jim Oppy
         Customer Commitment                         (3) The Art of    by M. Hayes                                                      Defining Service     Internal Client            Lora Hanson
                                        Service Recovery: Creative
                                        Solution Skills

                                        (1) Communicating with
                                        Diplomacy, Discretion and                                        The Double Win/Success is
                                                                         The Change Agent's                                                                  Building Better Work
         Organizational Relationships   Influence
                                                                         Handbook by D. Hutton
                                                                                                         a 2-way Street. (D. Waitley)
                                                                                                                                                             Relationships
                                                                                                                                                                                     Nancy Fisher
                                        (2) Business Writing: Getting                                     (Cassette)
                                        it Write
                                                             Academy of Leadership Excellence Competencies
                                                                   Recommended Learning Solutions

                                                                                                                                                                Skill-Soft
                                                                                                                                     CBT                                       E-               Subject
             Competencies                      Classes                            Books                            Tapes                     E-Learning                Learning                 Coaches
Customer Service
Cooperation & Teamwork

                                                                                                                                    (1) Business
                                                                                                                                    Management: Pressure
                                    (1) Developing Emotional                                                                                                    (1) Anger Management
                                                                                                                                               (2) Business
                                    Intelligence                                                                                                                in the Workplace
                                                                                                                                    Management: The Three
                                                    (2)                                                  How to Handle Difficult                                     (2) Emotional          Sandra Benz
                                                                      Stress That Motivates by E.                                   Cs                    (3)
         Composure                  Communicating with
                                                                      Harvey
                                                                                                         People (Fred Pryor
                                                                                                                                    Business Management:
                                                                                                                                                                Intelligence in the
                                    Diplomacy, Discretion &                                              Seminars) (Videos)                                     Workplace                    Suzanne Butsch
                                                                                                                                    Visualization
                                    Influence                                                                                                                   (3) Assertive
                                                                                                                                    (4) Business
                                    (3) Stress & How to Beat It                                                                                                 Communication
                                                                                                                                    Management: Stress
                                                                                                                                    Management



                                                                                                                                                                (1) Dealing with Conflict
                                                                                                                                                                in the Workplace
                                    (1) Conflict Resolution Skills                                                                                                                          Sue Marcinko
                                                                                                                                                                 (2) Managing Others
                                                                (2)                                                                                                                         Sandra Benz
         Conflict Resolution        Communication, Conflict and
                                                                                                                                                                Through Change
                                                                                                                                                                  (3) Making Teams
                                    Customers                                                                                                                                               Suzanne Butsch
                                                                                                                                                                Work: Capitalizing on
                                                                                                                                                                Conflict

                                                                      (1) Leading Teams (The
                                                                      Skills for Success by S. Lloyd
                                                                                                                                                                (1) How to Make Cross-
                                    (1) Facilitation Dynamics                                   (2)      (1) Teams, Change, and
                                                                                                                                                                Functional Teams Work       Sue Marcinko
                                        (2) Appreciating Diversity    Teamwork from Start to             Pandora's Box (H. Robbins) Championship Teams
                                                                                                                                                                                             Sandra Benz
         Building Effective Teams        (3) Principles and           Finish by F. Rees                                     (2)     (CD -- AMA Interactive
                                                                                                                                                                (2) Cultivating a High
                                    Qualities of Genuine               (3) Leading Teams: Setting        World Class Teams          Series)
                                                                                                                                                                Performance Project         Suzanne Butsch
                                    Leadership                        the stage for great                (Lessons in Leadership)
                                                                                                                                                                Team
                                                                      performance by J. R.
                                                                      Hackman

                                                                      (1) Facilitating with Ease by I.
                                                                      Bens (with CD)
                                                                      (2) Advanced Team                                                                                                     Sue Marcinko
                                    (1) Facilitation Dynamics
                                                                      Facilitation by I. Bens                                                                   The Successful               Sandra Benz
         Group Facilitation                     (2) Spirit of
                                                                          (3) Achieving Consensus                                                               Facilitator
                                    Facilitation
                                                                      by Eileen                                                                                                             Suzanne Butsch
                                                                                (4) Facilitation at a
                                                                      Glance by I. Bens
                                                       Academy of Leadership Excellence Competencies
                                                             Recommended Learning Solutions

                                                                                                                                                          Skill-Soft
                                                                                                                              CBT                                        E-             Subject
            Competencies              Classes                             Books                           Tapes                         E-Learning               Learning               Coaches
Customer Service
                                                              (1) Accountability: Getting a                                                               (1) Leading the
                                                              Grip on Results by C.                                                                       Workforce Generations
                                                              Cadwell                                                                                      (2) Going from
                                                                (2) The Oz Principle by M.                                                                Management to
                                                              Samuel                                                                                      Leadership
                                                               (3) The Accountability                                                                        (3) Essential Skills for
         Empowering Teams   Facilitation Dynamics             Revolution by B. Klatt et al                                                                Tomorrow's Manager
                                                                 (4) Results-Based                                                                          (4) Creativity and
                                                              Leadership by A. Lynn                                                                       Innovation in the
                                                                (5) Leading Quietly by W.                                                                 Workplace
                                                              Blank                                                                                           (5) Problem-Solving
                                                              (6) Flight of the Buffalo by D.                                                             and Decision-Making for
                                                              Peterson et al                                                                              Business



                                                              (1) 7 Habits for Highly           (1) Listen Up, Leader (AMI)                               (1) Effective Listening
                            (1) Building Your Active                                                                                                                               Sue Marcinko
                                                              Effective People by S. Covey                           (2)                                  Skills
                            Listening Skills                                                                                                                                        Sandra Benz
         Listening          (2) 7 Habits for Highly
                                                                                      (2)       The Successful                                            (2) Interpersonal
                                                              How to Speak & Listen             Communicator (Cassette -                                  Communication Skills for
                            Effective People                                                                                                                                       Suzanne Butsch
                                                              Effectively by H. Robbins         E. Nightingale)                                           Business

                            (1) Creating a Motivational                                                                       (1) Motivation: Leading
                            Climate                           (1) Flight of the Buffalo by D.   Motivating Others             with a Vision
         Motivating Teams   (2) Principles and Qualities of   Peterson et al                    (Corvision Media)              (2) Motivation: Building
                            Genuine Leadership                                                                                Trust
                                                         Academy of Leadership Excellence Competencies
                                                               Recommended Learning Solutions

                                                                                                                                                          Skill-Soft
                                                                                                                                CBT                                      E-           Subject
             Competencies                  Classes                            Books                          Tapes                       E-Learning              Learning             Coaches
Customer Service
Honesty & Integrity
                                 (1) Principles and Qualities of
                                                                    (1) Principle-Centered
                                 Genuine Leadership
                                                                    Leadership by S. Covey
         Acting with Integrity   (2) Giving Recognition
                                                                      (2) 7 Habits of Highly
                                                                                                                                                                                  Rob Lewis
                                     (3) 7 Habits of Highly
                                                                    Effective People by S. Covey
                                 Effective People
                                                                    (1) Principle-Centered
                                                                    Leadership by S. Covey
                                                                      (2) 7 Habits of Highly
                                 Principles and Qualities of                                                                                              Business Etiquette &
         Ethics                  Genuine Leadership
                                                                    Effective People by S. Covey
                                                                                                                                                          Professionalism
                                                                                                                                                                                  Rob Lewis

                                                                         (3) Value Leadership by
                                                                    M. Harris
                                 (1) Principles and Qualities of
                                 Genuine Leadership
                                  (2) Providing Constructive                                       Leadership: What's Trust                                Building Better Work
         Building Trust          Feedback                                                          Got to Do With It (Cassette)
                                                                                                                                Motivation: Building Trust
                                                                                                                                                           Relationships
                                 (3) 7 Habits of Highly Effective
                                 People
                                 (1) Principles and Qualities of
                                 Genuine Leadership
         Fairness                (2) Building Your Active
                                 Listening Skills
                                                           Academy of Leadership Excellence Competencies
                                                                 Recommended Learning Solutions

                                                                                                                                               Skill-Soft
                                                                                                                          CBT                                 E-              Subject
            Competencies                    Classes                        Books                         Tapes                    E-Learning          Learning                Coaches
Customer Service
Quality
                                 (1) Your Career 101
                                                                 Now Discover Your Strengths
         Self Development            (2) 7 Habits of Highly
                                                                 by Buckingham & Coffman
                                 Effective People

                                                                                               (1) Quality Improvement
                                                                                               Story (Video)
                                 (1) Benchmarking: Measuring
                                                                 (1) Measuring Up by D.             (2) Cornerstones of
                                 to Continuously Improve
                                                                 Fisher                        Quality (Video - Kantola
         Continual Improvement                     (2) Focus
                                                                 (2) Benchmarking Basics by    Prod.)
                                 Groups: Using Successful
                                                                 J. Patterson                       (3) Just Change It!
                                 Qualitative Research
                                                                                               Creativing a Government
                                                                                               that Works (Video)

                                                                                               Project Management -
                                 Introduction to Project                                                                  Project Management   Business Skills: Project   Steve Seay
         Project Management      Management
                                                                                               Planning and Scheduling
                                                                                                                          Series               Management (series)             Jon McKenzie
                                                                                               (CD by AMA)

                                 (1) Developing Others                                                                                                                    Sue Marcinko
                                       (2) Giving Recognition                                                                                                                          Sandy
         Developing Others                       (3) Providing
                                                                 The 8th Habit by S. Covey
                                                                                                                                                                          Benz
                                 Constructive Feedback                                                                                                                     Suzanne Butsch
                                                          Academy of Leadership Excellence Competencies
                                                                Recommended Learning Solutions

                                                                                                                                                 Skill-Soft
                                                                                                                              CBT                              E-           Subject
            Competencies                   Classes                        Books                         Tapes                       E-Learning         Learning             Coaches
Customer Service
Stewardship

                                                                                            (1) The New Time
                                                                                            Management (Cassette)
                                                                                              (2) Doing it Now                                   Achieving Balance in
                                  Focus: Achieving Your        The Power of Alignment by N.                                (1) Time Management
         Prioritizing             Highest Priorities           Pierce & C. Johnson
                                                                                            (Cassette) (3) Mastering
                                                                                                                           (4 modules)
                                                                                                                                                 your Professional &
                                                                                            Information Overload (CDs)                           Personal Life
                                                                                                           (4) Thriving on
                                                                                            Chaos (Cassette)

                                                                                                                                                 Systems Thinking in the
         Resourcefulness                                                                                                                         21st Century

                                                               Financial Modeling by S.                                                          Business Skills: Finance
         Fiscal Planning          EMES Series
                                                               Benninga                                                                          & Accounting (series)

                                                                                                                                                 (1) Breakthrough
                                                               (1) Shaping the Future by P.
                                                                                              Making Technology                                  Strategies for a Web
                                                               Keen
         Technological Planning                                   (2) Powering Up by K.
                                                                                              Strategic (Video - Innovation                      Economy
                                                                                              Group)                                                 (2) Technology
                                                               Barrett & R. Greene
                                                                                                                                                 Forecasting
                                                       Academy of Leadership Excellence Competencies
                                                             Recommended Learning Solutions

                                                                                                                                                  Skill-Soft
                                                                                                                             CBT                                 E-                 Subject
            Competencies                  Classes                        Books                          Tapes                        E-Learning          Learning                   Coaches
Customer Service
Innovation
                                                              (1) The Art of Innovation by T.
                                 Brainstorming, Creative
                                                              Kelley                          Tapping Into Your Creativity                        Creativity & Innovation in
         Innovation/Creativity   Thinking & Problem Solving
                                                              (2) Idea Power by A.            (Video)                                             the Workplace
                                                                                                                                                                             Mary Berkebile
                                 Skills
                                                              VanGundy
                                 Brainstorming, Creative                                                                                          Problem-Solving &
                                                                                                                             Customer Service:
         Problem-Solving         Thinking & Problem Solving
                                                                                                                             Fixing Problems
                                                                                                                                                  Decision-Making for          Nancy Pike
                                 Skills                                                                                                           Business
                                                                                              (1) Finding the Courage to
                                                                                              Act (Video)
                                                                                                                                                                               Mary Berkebile
                                                              Boundary Crossers by M.          (2) Making Your Luck                               Working without a Net -
         Risk Taking                                          Gladwell                        (Video)                                             The Business of Risk
                                                                                                                                                                                                John
                                                                                                                                                                               McCarthy
                                                                                              (3) Smart Risk Taking
                                                                                              (Video - AMA)


                                                              (1) Goals and Goal Setting by                                                       (1) Systems Thinking in
                                                              L. Rouillard                                                                        the 21st Century
                                                              (2) Results-Based Leadership                                                                     (2) Strategic   Hugh Henkel
         Strategic Thinking      EMES Series
                                                              by A. Lynn                                                                          Management                         Rob Lewis
                                                              (3) The Power of Alignment                                                          (3) Competitive
                                                              by N. Pierce & C. Johnson                                                           Intelligence
                                                     Academy of Leadership Excellence Competencies
                                                           Recommended Learning Solutions

                                                                                                                                                 Skill-Soft
                                                                                                                              CBT                               E-                Subject
             Competencies              Classes                         Books                             Tapes                      E-Learning          Learning                  Coaches
Customer Service
Accountability
                                                                                                                                                 Achieving Organizational
         Critical Thinking                                                                                                                       Excellence through
                                                                                                                                                 Critical Thinking


                                                           (1) Leader as Coach by PDI
                                                                                                                                                 (1) Coach with
                             (1) Coaching Others Series (4     (2) Leader as a Coach by
                                                                                                                                                 Confidence                   Suzanne Butsch
                             Modules)                      B. Friedman                        Practical Coaching Skills for
         Coaching            (2) Coaching for Peak         (3) In Action: Creating            Managers (Video - AMA)
                                                                                                                                                   (2) Effective Feedback
                                                                                                                                                 for Employees and            Sandra Benz
                             Performance                   Mentoring & Coaching
                                                                                                                                                 Colleagues
                                                           Programs by S. Peddy


                                                           (1) The Continuously
                                                           Improving Self by J. Lickson
                                                               (2) Accountability: Getting
                             Principles and Qualities of
         Ownership           Genuine Leadership
                                                           a Grip on Results by C.
                                                           Cadwell                      (3)
                                                           The Oz Principle by M.
                                                           Samuel

                                                                                                                                                 (1) Getting Results
                                                                                                                                                 without Authority
                                                           Results-Based Leadership by
         Results Oriented                                  A. Lynn
                                                                                                                                                    (2) Negotiating to Win:
                                                                                                                                                 Getting Results You
                                                                                                                                                 Want

								
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