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Corporate Communications Coaching
Knowledge is power, and your organization's formal or informal Knowledge Management system can help you identify who your organization's knowledge "powerhouses" are. What your KM system can't do is prepare your professionals to transmit critical institutional knowledge to others in a comprehensible, compelling, and engaging manner. There is no substitute for a deeply knowledgeable professional in your organization -- and there is no greater value to your organization than a highly knowledgeable professional who can dynamically and clearly convey institutional and technical information to non-technical audiences -- both internally and externally. The power of knowledge is only as robust as the number of people who can benefit from it!

This session can be conducted for both groups and individuals, and is highly recommended for professionals who will be teaching in Corporate Universities, speaking at conferences, hold interviewing or orientation responsibilities or speak about organizational issues to the public.

In these sessions, participants will learn:

• Basics of formal and informal communications
• Using scripted, extemporaneous and impromptu communications
• To analyze and address technical and non-technical audiences
• To work more effectively with regional and foreign accents
• The art and science of word selection
• How to maximize vocal abilities and minimize vocal challenges
• Body language that enhances communication
• How to building and maintaining trust through audience-appropriate messaging
• To engage in continuous feedback loops with audience during presentations
• Basics of neuro-linguistic programming
• Using A/V and materials to boost impact rather than distract

Special areas of focus may include:

• Presenting in your organization's Corporate University
• Speaking at conferences (both within and outside your industry)
• Communicating for your organization's orientation program
• Information transmittal in the supervisory relationship
• Interviewing skills
• Communicating with the media

See "Public Speaking/Speechwriting" for related training.

Group Facilitation
We are professionally trained to effectively manage group interaction. We understand the value of generating participant excitement right from the beginning, helping the group get focused and stay on track. By using probing, consensus building, problem solving and decision making techniques, we can get to critical issues while maintaining positive and productive energy. And of course, we can effectively handle difficult behaviors while gaining buy-in and commitment for action

We also can train someone in your organization how to do this too!

Think Fast! Improvisation for Better Business
Using the key principles of improvisational theater and comedy, Think Fast! dynamic and highly interactive training sessions, meeting boosters, retreats, and team-builders help individuals, groups and businesses:

• Identify and dissolve communication barriers
• Rapidly generate a wealth of new ideas

Break down work silos and leap over organizational status hurdles

• Respond effectively and creatively to change
• Build cohesive, cooperative and inspired operating teams
• Swiftly and noticeably improve confidence and competence
• Harness untapped talents and expertise

Dramatically increase collaboration and innovation

• Increase personal and group productivity
• Have unparalleled fun together in a shared, supportive and safe environment

Think Fast! sessions can be stand-alone (like for leadership retreats, staff or team meetings) or incorporated into topic-specific training sessions (such as Customer Service, Conflict Management or Presentation Skills), Like all Elevated Training modules, Think Fast! sessions are completely customized to meet your training objectives and to reflect of your company's unique interpersonal and organizational culture.

Advocacy and Social Action
Regardless of issue, results-based advocacy and social action require both a clear strategy and the right tactics within that strategy. These sessions help you look both outward (setting objectives, determining your audience, crafting your message, selecting messengers, and practicing delivery) and inward (exploring resources, identifying gaps, embarking on first steps, evaluating and measuring) so that your individuals, teams and organization are as efficacious as possible.

Communication Skills
More effective communications skills lead to markedly increased workplace productivity, and expand individuals' abilities to influence and gain commitment from colleagues and direct reports. Stronger communication skills will directly impact customer service performance with both internal and external customers and build better business partnerships. While each session is completely customized for your organization, subtopics may include:

• Understanding differences in different forms of communication.
• Analyzing underlying causes of miscommunication in difficult situations
• Communication within cross-cultural organizations
• Enhancing listening, empathy and questioning
• Phone and email effectiveness and etiquette
• Identifying barriers to effective communication and techniques for improving listening skills
• Fortifying successful non-verbal behaviors
• Examining assertive, aggressive and passive communication styles

Consensus Building and Decision Making
Consensus building (also called collaborative problem solving or collaboration) is about making decisions by united consent. Consideration of all viewpoints provides a more rounded view of the issue, leading to a better decision -- and a decision supported by everyone will avoid resentment, division, and efforts to undermine it. This non-coercive technique can be highly successful, and may emanate quite naturally from small groups. In large, diverse groups, consensus building and decision making may need special attention to work smoothly -- especially when the issue involves multiple, complex issues.

In these sessions, you will learn how to harness the constructive powers of individuals and teams to make better strategic decisions consistently. Learn to institute user-friendly and universally applicable strategic decision-making processes, proven tools and techniques.

Conflict Management
Conflict is present in all human interactions and impacts each person differently -- and managing conflict is the key to individual, team and organizational success in today's changing workplace! In an effort to overcome or avoid conflict, many people resort to recrimination, intimidation or humiliation tactics to try to force a resolution. To be successful in managing conflict, you need to take control of how you interact with others, and gain greater flexibility in responding to clashes.

To build better relationships and opportunities for mutual gain, participants will:

• Learn how to assess the conflict
• Expand their working definitions of conflict
• Identify the origins of a conflict
• Differentiate between positions and interests in a conflict situation
• Develop a step-by-step procedure for setting and achieving outcomes
• Identify conflict resolution styles and strategies
• Develop effective strategies in responding to different styles
• Develop more awareness of their emotional triggers
• Improve how they handle criticism
• Learn to build trust and demonstrate understanding
• Manage conflict through improved communication
• Develop an action plan to become a better communicator and skilled conflict manager

Cross-Departmental Collaboration

In order to maximize personal, team and departmental efficiency and effectiveness towards helping your organization meet its mission and goals, collaborations across departments need leadership from front-line staff through senior management. By understanding the skills needed to form strong partnerships and by garnering the commitment to making joint efforts work, staff will more readily – and enthusiastically – contribute to your organization's success.

• Creating shared goals across departments
• Clarifying and defining goals
• Ensuring measurable and operational objectives
• Maintaining transparency of agendas
• Organizing around horizontal processes
• Incorporating different disciplines and functions
• Assessing team skills to maintain and improve process
• Assessing technical and interpersonal competencies
• Collaborating to determine courses of action to realize mutual goals
• Generating agreement across boundaries
• Developing and sharing problem-solving, decision making and conflict management responsibilities
• Creating shared processes for performance management
• Empowering individuals and teams
• Getting things done
• Managing competing priorities based on organizational need
• Collaboratively obtaining needed resources (personnel, budget, information, etc.)
• Efficient resource sharing
• Creating flexible responses to meet emergency work needs
• Keeping processes running smoothly
• Working with cultural or other differences
• Effective meeting facilitation and participation
• Managing time of self and others
• Respecting others and doing own share of work
• Expressing disagreements constructively and seeking win-win solutions
• Measuring and sharing success
• Conducting both process and outcome evaluations 
• Ensuring personal responsibility for collaborative results
• Developing shared rewards and recognition

Customer Service
"Customer service is meeting the needs and expectations of the customer as defined by the customer." -- Author Susan Smith

Everyone in your organization touches customers, and keeping the customer satisfied must be everyone's primary goal. These sessions teach the powerful tools that guarantee that participants gain the insight into client behavior and learn the effective tools for creating lasting client satisfaction by exploring/practicing:

• Why customer service matters
• What's different about good service
• Performance standards
• Turning complaints into opportunities
• Listening to customers
• Assertiveness and good service
• Effective customer communications
• Internal versus external customers
• The professional and positive image
• Building rapport
• Problem solving
• Defusing anger
• Responding effectively to inquiries
• Using positive language
• Effective questioning
• Developing proactive solutions
• Managing objections
• Managing stress

Regardless of whether customer service is conducted primarily in person or over the phone, all employees should have mastery of all of these core competencies!

Customer Service for Managers or Supervisors
In order to enjoy internal customer service and repeat business from external customers, customer service has to start at the top. Employees need support and leadership. Every management decision makes employees' lives easier or ties their hands. Recent research says most people don't leave organizations; they leave managers or supervisors. Their ability to create an environment for customer service excellence depends upon natural aptitude -- and training. We offer customer service leadership training for management who want to bring in revenue and create a company culture with service by motivating, training, and enabling their employees to deliver excellent customer service.

DiSC ® Behavioral Profile Training And Coaching
Ever wonder why you work and interact with people the way you do? Ever confused – or annoyed – by how others do? If you or your teams are frustrated with current processes or outcomes, want better understanding, communication, and respect, or just want to add a new and exciting level of practical insight into how to get things done collaboratively, then DiSC ® Training and Coaching may be for you! Applied in corporate, business and personal situations, the DiSC ® inventory can lead to comprehensive and unparalleled professional and personal insights. DiSC ® is used for personal growth and development, training, coaching and managing of individuals, groups, teams, and organizations.

Understanding the DiSC ® patterns and its 15 Classical Profiles has empowered millions internationally to better understand themselves and others. The results of this profile report are designed to provide targeted insights and strategies for interpersonal success through more effective communication, understanding and tolerance. The DiSC ® Profile can be used to create rapid rapport and connection with people – for selling, managing, and leadership.

The DiSC ® Model
The DiSC ® Profile is a nonjudgmental tool for understanding behavior types across four primary dimensions:

• Dominance: Direct, Driving, Decisive. These people tend to be independent and results driven. They are strong-willed people who enjoy challenges, taking action, and immediate results. Their focus tends to be on the bottom line and results.
• Influence: Optimistic & Outgoing. These individuals tend to be very social and out going. They prefer participating on teams, sharing thoughts, and entertaining and energizing others.
• Steadiness: Sympathetic & Cooperative. These people tend to be team players and are supportive and helpful to others. They prefer being behind the scene, working in consistent and predictable ways. They are often good listeners and avoid change and conflict
• Conscientiousness: Concerned, Cautious & Correct. These people are often focused on details and quality. They plan ahead, constantly check for accuracy, and what to know "how" and "why"

DiSC ® Training and Coaching covers:

• Discover Four Styles of Behavior and the General Preferences of Your Style
• Understanding Your Strengths and What Happens if you Overuse Them
• Learn about Your Behavior When You are in Conflict With Others
• Learn to Recognize the Styles of Other People
• Understand How Others Interpret Your Behavior
• Learn How to Adapt Your Communication to Different Styles
• Understand What Motivates and Demotivates You At Work
• Learn How to Address Goals and Fears to Gain Commitment
• Learn to Adapt Your Management Approach
• Learn to Read and Respond to Your Customers’ Style

Additional DiSC ® Seminars and Tools include:

• Managing Performance Action Planning
• Customer Service Action Planning
• Sales Action Planning
• Management Action Planning
• Team Dimensions
• Listening Profiles
• Time Mastery
• Work Expectations

Facilitating Effective Teleconferences & Virtual Meetings

While face-to-face is usually ideal for meetings, it’s often unrealistic. For telephone and other virtual meetings, even the strongest face-to-face meeting facilitator needs new skills to tap into the best thinking of a remote group as efficiently and effectively as possible, while keeping everyone engaged and focused on shared outcomes. 

In this "blended" session of live instructor-led training and remotely facilitated teleconferences, participants will learn the unique skills needed to facilitate and participate in remote meetings, and how to expertly design and facilitate telephone meetings that ensure maximum participant effectiveness, including how to:

• Identify when meetings can be remote vs. when they must be in-person
• Prepare for the unique needs of virtual meetings before the meeting is called
• Determine the level of interaction needed for 6 different meeting types
• Establish and achieve meeting objectives
• Build dynamic and directive time-sensitive agendas that help drive the meeting
• Effectively facilitate meetings for various audiences
• Institute, communicate and model remote meeting etiquette
• Pair web-based tools with phone for greater productivity working session
• Use pre- and post-meeting activities and instructions to keep calls focused
• Plan transitions between speaking, writing, listening and other call-related activities
• Actively participate and encourage participation through the use of interactive telephone techniques and focused questions
• Modulate tone and pitch to replace body language cues
• Keep track of participation and facilitate accordingly
• Build "social capital" to make calls friendlier and more collaborative
• Anticipate landmines and technological problems
• Build consensus
• Manage conflicts
• Track deliverables, develop and deliver action plans
• Develop and use evaluation and feedback methodologies to prepare for upcoming calls

Fundraising Fundamentals and Beyond

Fearless Fundraising: Participants learn to overcome common (and not-so-common) fears about asking people for money on behalf of the organization. Participants will gain comfort managing objections, practice making “the dreaded ask”, and develop an anxiety-free customized action plan for contacting prospects and donors.

Harvard Style Donor Development: Turn one-time donors into lifelong funders of your organization’s work using proven successes from University-style fundraising. Participants learn to plan and deliver the key “moves” that create long-lasting, invested relationships.

Give More, Do More: Making the Case for Giving and Involvement: Dramatically increase your financial and human resources by training staff and volunteers to build and deliver a compelling case for giving and involvement that connects the organization’s mission and needs with each donor’s interests.

Interpersonal Communication

• Assessing your Interpersonal Communication Style
• Interpersonal Communication as a Trust-Building Tool
• Challenges and Benefits of Interpersonal Communication (Individual and Organizational)
• Communication as a System
• Organizational Communication Keys
• Interpersonal Communication Keys
• How We Communicate vs How We SHOULD Communicate
• How Perceptions Shape our Communications
• Clarifying Intentions to Engage Others from the Start
• Telling/Showing vs Self Discovery of Information
• Communication and Conflict
• Strategic Questioning
• Proactive Listening
• Presentation Skills

Interpersonal Skills

In today's competitive workplace environment, task or technical proficiency is not enough to achieve success. In fact, leading studies from the Universities of Michigan and Ohio have shown that a balance of “people” and “task” management is critical to professional and organizational success. A professional who cannot work well with others, does not earn the trust and confidence of others, and who cannot easily navigate the interpersonal side of management will reflect poorly on his or her department and the organization as a whole. Reliable and consistent interpersonal skills are critical to personal and professional leadership.

• Features and Benefits of Becoming a “People” Person
• Traditional Leadership vs. New Leadership
• Trust and Credibility
• Meeting diverse interpersonal needs
• Understanding people and yourself
• Reading people
• Understanding “Hot Buttons” that can undermine interpersonal relationships
• Expressing yourself clearly
• Problem Frames vs. Outcome Frames
• Communication Loops (the message is only as effective as its response)
• Active listening techniques and feedback
• Assertion vs. Aggression vs. Passivity
• Making requests
• Constructive conflict
• Team work
• Balancing people and task orientation

Interview Coaching and Training
You’re smart and successful – and that may not be good enough. In today’s competitive job market, you need a powerful combination of sales and marketing skills, verbal and non-verbal communication tactics, and proven relationship-building tools to land the position you deserve. Elevated Training’s Interview Coaching and Training will help you portray professionalism, polish and leave a positive and memorable impression from first contact to your first day on your new job!

Interviewing Skills Coaching and Training will help participants:

• Increase overall communication confidence.
• Understand and prepare for the entire interviewing process.
• Assess your own employment needs and wants to help determine goodness of fit.
• Identify the knowledge, skills and abilities that an open position requires.
• Understand different types of interviews.
• Identify the four basic communication styles – for yourself and your interviewer.
• Compose and practice delivering answers to frequently asked interview questions, including the “tricky” and the “tough”
• Be able to revive a flagging interview or turn around a hostile interview.
• Understand how to adapt to and engage with a variety of interviewing audiences
• Identify illegal and inappropriate interview questions – and know how to respond.
• Generate a list of questions to ask in a job interview and to know how and when to ask them.
• Identify and apply appropriate dress, behavior, and etiquette for a job interview.
• Demonstrate skills and behaviors necessary for a successful job interview.
• Use effective active listening techniques to create dialogue.
• Describe and understand personal strengths and weaknesses in relationship to potential job opportunities.
• Develop and execute a post-interview follow-up plan.
• Understand and apply relationship-building techniques for future consideration despite a rejection of candidacy.
• To make a final decision as to whether or not a position offers a “good fit”.
• To actively seek feedback, and apply it for future opportunities.

Leadership Training
One of the most important contributions psychology has made to the field of business has been in determining the key traits of acknowledged leaders, and how these traits have evolved over time to keep up with an ever-changing global marketplace. Today's leaders are at once coaches and students, orators and active listeners, visionary and practical. Above all, leaders of today must maintain a strong sense of ethics, while working to model and build organizational integrity.

Whether your organizational leadership is professional or lay-driven (or a combination of both), understanding how leaders are made (rather than born) is vital to achieving your mission-driven outcomes. Sessions can be customized for all audiences across industries, and is ideal for a leadership retreat, board meeting, training program kick-off meeting, supervision training, or orientation program.

Through frontal presentations, case studies, interactive exercises, and group work, participants will learn applicable skills associated with:

• The changing face of leadership
• Key leadership competencies
• Organization/industry specific leadership competencies
• Values-based leadership
• Traits models of leadership
• Behavioral models of leadership
• Situational leadership
• Mission-, vision- and goal-driven leadership
• Mentoring, coaching and modeling
• Developing the organization's leadership pipeline

Media "P.R.E.P." Coaching

" There's no business like show business..." -- Composer Irving Berlin

...except that tens of thousands of people will be watching you! Artfully handling the media is no different from succeeding in any other part of your business. You need to develop clear objectives, design a concrete and creative roadmap to achieve them, and evaluate each step along the way. Whether you are speaking on television or radio, or to the printed media, there is no substitute for "P.R.E.P."aration of your ideas and delivery. Let Elevated Training Inc. elevate your first -- or next -- appearance to a relaxed, comfortable, confident experience for you and your audience.

For each medium, "P.R.E.P" Coaching covers:

• What to know before, during and after the interview
• Managing anxiety
• Assessing and improving Vocal (your voice), Verbal (the words you choose) and Non-Verbal (your face and body)
• The P.R.E.P. method to turn information overload into manageable, memorable points
• Messaging through soundbites, phrases, statistics and anecdotes
• Audience analysis and strategy
• Developing a specific purpose statement
• A.B.C.'s of customizing a powerful message
• Informing, evoking and persuading
• The elevator pitch
• Communicating inside and outside the beltway
• Making the audience care
• Establishing and maintaining trust
• Artfully taking control
• When and how to stop talking
• Handling tough questions
• Damage control
• Appearances (attire, make-up, etc.)
• Sidestepping frequent foul-ups
• How to use your media coverage to further your goals

Meeting Management
Most people see meetings as an unproductive activity - time wasted that could be put to better use actually doing something. While bad meetings are a poor use of a valuable tool, well-run meetings will yield results that far exceed their cost in time and money. This session begins by asking you to examine whether or not you even need a meeting to achieve your desired outcomes. Our meeting management training sessions teach participants to carefully combine the art and science needed to effectively manage exciting and fruitful meetings.

Topics include:

• To have or not to have a meeting
• Meeting types
• Meeting preparation
• Building a "bell-based" agenda
• Goal setting
• Logistics
• Artful facilitation
• Group processing
• Following up
• Dealing with Difficult Participants
• Being an effective meeting participant
• Decision making
• Consensus building
• Problem solving
• Six Thinking Hats and other creative meeting techniques

Motivational Speaking
Whether you're planning a comprehensive conference or an intimate event, an experienced motivational speaker can set the tone, advance your objectives, and send attendees home more committed and excited than before the meeting. From funny and invigorating to warm and moving -- and everything in between -- we can prepare a motivational, inspirational and (if you'd like) educational presentation that will keep your audience engaged. By working closely with you to help meet your goals for the meeting, we will deliver just the right balance of substance and show. Topics include Change Management, Customer Service, Diversity, Humor, Leadership, Teamwork and many more.

Networking
Statistically speaking, each of us has at least 250 contacts -- and if each of those people has 250 contacts, then we should have access to more than 64,000 people! But effective networking is more than playing the numbers game: it's a dynamic, interactive and systematic approach to building relationships for mutual benefit. Networking is not random and unstructured, but requires specific applied skill sets (and commitment!) to reap its countless personal and professional rewards. Sessions can be customized for any audience and any level of professional experience.

In this session, participants will learn:

• The personal and professional benefits of networking
• Common networking missteps that steal time and damage relationship potential
• The "echo" effect of networking
• To identify and overcome individual networking barriers
• How to assess and choose quality contacts over quantity
• Strategic networking communication skills
• To recognize, believe in and convey your value to others
• Specific steps for adding tangible value to any networking exchange
• To make an elevator pitch that sticks
• How to use networking skills to improve any relationship
• To create a personal action plan for demonstrable success

Non-Profit Organizations
Combining more than a decade of professional and volunteer leadership in non-profit organizations with her dynamic approach to training, consulting, and facilitating, Deborah Grayson Riegel, MSW, PCC, is an ideal resource for any non-profit professional or lay group.

Expertise includes:

• Board Orientations, Meetings and Retreats
• Coaching
• Core Competency Development
• Curriculum Development and Instructional Design
• Customer Service Training
• Exploration of Jewish Identity
• Fundraising
• Keynote Addresses and Motivational Speaking
• Lay/Professional Relations
• Leadership Development
• Mentoring Program Development
• Models of Leadership
• Models of Jewish Leadership
• Performance Management
• Professional Skill Building
• Team Building
• Values-Based Training
• Volunteer Recruitment and Management

Problem Solving
Every employee in every industry is in the business of problem solving and decision making. Poor problem solving skills means that your employees are continuously "fire fighting" and "solving" the same quality problems without ever getting to the root cause -- or developing tweaks to products, services or issues that require strategic overhauls. In contrast, effective problem solving can lead to rapid improvements in efficiency, performance, and productivity that affect the bottom line for both customer and employee satisfaction.

In problem solving training sessions, participants will learn:

• What defines a problem
• The steps of problem-solving
• Types of problems
• Problem solving for people, processes, attitudes and continuous improvement
• Linking organizational culture to effective problem solving
• How to pinpoint root causes using facts, not speculation
• Traditional and creative problem solving techniques and tools
• Developing a plan for implementing innovative solutions

Project Management

Professionals at every level need to learn how to stay on track and keep projects timely, as well as how to communicate to get the responses and resources necessary to fulfill a project.

• Concepts of Project Management
• Benefits and Ramifications of Project Management
• Characteristics of a well-defined and well-managed project
• Juggling Tasks and Tempers
• The Project Path (Project Definition, Work Requirements and Resource Analysis)
• Making Requests
• Managing Tasks and Priorities
• Prime Time Use
• Tickler Systems
• Communicating Across the Organization
• Six Levels of Authority
• Maintaining Progress
• Controlling Time (in person, on the phone, using email)
• Avoiding “Project Creep”
• Crisis management (Proactivity, Reactivity and Surprises)
• Project Conclusion

Public Speaking/Speechwriting
The fear of speaking in front of a group is still the #1 fear in America. Perhaps that's because the stakes are so high: people form their first impression about who we are by the confidence and poise that we show when we speak. And even for those of us who feel confident that we can communicate -- wouldn't you rather learn to captivate?

Whether in one-to-one interactions or in group settings, speakers who know how to manage anxiety while delivering a logical and memorable message will be perceived as more competent, confident and responsible. Whether your goal is to deliver engaging presentations that get results, persuade, educate, entertain, or motivate, by increasing confidence and practicing skills, YOU will be in control.

And whether you sell products and services -- or sell ideas to your supervisors, colleagues or clients -- you will need to master the special art of persuasive speaking. People buy for emotional reasons and then justify with logic, so you need to master appealing to this balance -- in a compelling, exciting, emotional and logical way.

Topics for Presentation Skills/Speechwriting sessions include:

• Reducing speech anxiety and look confident
• Presentation styles and types
• Developing your own authentic speaking style or "voice"
• Audience analysis
• Making your message "sticky"
• Methods of organization and construction
• Vocals, verbals and non-verbals
• Technical presentations for non-technical people
• Using visual aids with impact
• Handling your audience/Q & A
• Reading your audience -- and correcting mid-stream
• Building instant and lasting rapport
• Using humor skillfully
• Inspiring and persuading audiences to act now
• Handling tough situations
• Creating interactivity
• Choosing powerful language
• Using body language to maximize impact

Train the Trainer

By training key “subject matter experts” to train others in the organization, you distribute and create a repository of institutional knowledge that is reflective of the organization's culture. By developing internal training resources, you empower the organization to capitalize on existing resources and teach staff to be self-reliant. Furthermore, by using your own best and brightest to share knowledge throughout the organization, you reward top performers, and reinforce the importance of creating a learning culture.

• Introduction to Training
• Training vs. Education
• Adult Learning Principles
• Adapting for Differences in Readiness, Experience, Autonomy and Action
• Different Types of Knowledge: Declarative vs. Procedural
• Developing Learning Objectives
• Instructional Design
• Basic Training Design (ESP Model: Explain, Show Practice)
• Advanced Training Design (Sagamore Model: Set Up, Instruction, Confusion Check, Guided Practice, Unguided Practice, Final Check)
• Hybrid Models
• Testing, Assessments and Evaluations
• Icebreakers, Experiential Exercises, Activities, Individual and Group Work
• Classroom and Group Facilitation Skills
• Presentation Skills
• Use of A/V, Materials, Job Aids, etc.
• Maintaining Energy, Enthusiasm and Fun

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