Expert
On: Conflict Resolution, Customer Service, Fair Housing,
Hiring, Leadership Skills, Leasing Skills, Marketing, Performance,
Personal Awareness, Safety in the Workplace, Team Building,
and Time Management
About
Michelle Ellsworth:
Michelle Ellsworth is a classroom trainer and motivational
instructor who is sought out as a topic and keynote speaker
for major corporations and national organizations.
Michelle’s
training and speaking career spans 15 years and includes content
design and delivery, management, and staff development for
major national corporations such as; Security Capital Group,
Insignia, and Camden Property Trust. She has also facilitated
programs for educational institutions as well as national
and local apartment associations across the country. Michelle
is a five-time speaker and facilitator for the Sales and Marketing
Magic Brainstorming Conference.
Technology
in Training at the 2000 Multi-Housing World Conference. Her
motivational delivery and experiential style is described
as energetic, engaging, upbeat, knowledgeable, and informative.
She appeals to audiences large and small and at all levels
within an organization.
Often
with an inspirational flavor, Michelle moves her audiences
to challenge past limitations, create winning visions, reach
for higher goals, and succeed at the art of living a successful
and fulfilling personal and professional life.
Michelle
Ellsworth is founder of e-Training Solutions, which offers
electronic education such as CD-ROM training programs and
experiential workshops.
WORKSHOP
DESCRIPTIONS |
Fair
Housing 2000
Target Audience: All property management employees
Time Frame: 8 hours or 2 sessions of 4 hours
Class
Size: Maximum
of 50 participants |
Participants
gain practical knowledge about the fair housing law and how
it impacts them in their daily work.
Upon
completion of this module, participants will be able to: |
|
List
all “protected” groups under the federal fair housing
law |
|
Define
who is included in each of these groups |
|
Demonstrate
how attitudes, biases and assumptions toward customers impact
the level of service they receive |
|
Identify
the behaviors associated with discrimination toward customer |
Hazard Communications, Your Right to Know
Participants:
All property management employees
Time
Frame: 4 hours
Class
Size: Maximum of 50 participants
This
program was developed in conjunction with OSHA standards and
addresses the five primary steps to compliance.
Upon completion of this module, participants will be able
to:
|
|
Discuss
the purpose of OSHA Hazardous Communication Standard |
|
List
the 5 main areas covered by the HAZCOM standard |
|
Discuss
who is responsible for providing product safety information
regarding hazardous chemicals |
|
Define
chemical hazards and labeling requirements |
|
Discuss
the importance of reading the MSDS and labeling instructions
|
|
Describe
information contained on the MSDS |
|
Define
differences between health hazards and physical hazards |
|
Recognize
physical properties of chemicals and describe safe handling
of chemicals |
|
Reference
the Camden HAZCOM Program |
|
Locate
the MSDS book's and chemical inventory list at their particular
property |
|
Determine
what safety precautions should be used when handling chemicals
on-site |
Safety in the Workplace
Participants:
All property management employees
Time
Frame: 4 hours
Class
Size: Maximum of 50 participants
This
program informs employees of practices, methods and requirements
that promote safety in the workplace. Upon completion of this
module, participants will be able to: |
|
Describe
situations where injuries could occur |
|
List
ten ways to prevent an accident |
|
List
six pieces of Personal Protective Equipment and describe when
they should be used |
|
Identify
and report potential hazards |
|
Explain
three ways to prevent electrocution |
|
Discuss
safety precautions when working with ladders |
|
Explain
three ways to prevent a back injury |
|
Explain
five ways to prevent Repetitive Strain Injury |
|
List
housekeeping tips that aid in the prevention of accidents |
|
Discuss
causes and prevention techniques for slips, trips, and falls |
Unsettling Settlements and Building a Strong Defense
Participants:
All property management employees
Time
Frame: 8 hours or 2-4 hour sessions
Class
Size: Maximum of 20 participants.
This
program introduces employees Risk Management as it relates
to the multi-housing industry.
Module
Highlights: |
|
What
is Liability? |
|
Misrepresentation
|
|
Reporting
Crimes |
|
Key
Control |
|
Service
Requests |
|
Inspections
|
|
Unsettling
Settlements and Building a Strong Defense |
Personal Awareness
Participants:
Open to all employees
Time
Frame: 4 hours
Class
Size: Maximum of 15 participants
Upon
completion of this module, participants will be able to: |
|
Identify
the most common types of crime in the workplace |
|
List
the five steps of an assault |
|
Develop
codes and signals to be used by the on-site team for precautionary
purposes against suspicious persons |
|
Identify
potential areas of danger in the workplace |
|
Develop
a personal plan of escape to use, if confronted by an attacker
|
|
Demonstrate
5 self-defense techniques |
Customer Service Excellence
Participants:
All property management employees
Time
Frame: 8 hours or 2 - 4 hour sessions
Class
Size: Maximum of 25 participants
No
matter what you do in your company, your job title is "Problem-Solver"
and your job function is "Customer Satisfaction."
This course provides practice for specific "how-to's"
with regard to providing excellent customer service.
Upon
completion of this module, participants will be able to: |
|
Define
customer groups |
|
Identify
characteristics of customer service providers |
|
Explain
customer expectations |
|
List
the 5 Service Excellence Principles |
|
Apply
the 5 Service Excellence Principles to each job classification |
|
Identify
and demonstrate the steps of the Service Recovery Process |
Managing Time for Maximum Productivity
Participants:
All Property Managers, Maintenance Supervisors, Assistant
Managers, Assistant Maintenance, Leasing Consultants, and
District Managers
Time
Frame: 4 hours
Class
Size: Maximum of 25 participants.
This
program focuses on streamlining work efforts so that time
can be utilized more productively. Upon completion of this
module, participants will be able to: |
|
Create
and use a time log |
|
Create
an effective task list |
|
Identify
four time-wasters |
|
List
six time-saving, organizational techniques |
|
List
three steps to effective planning |
|
High
Performance Telephone Sales
Participants:
All on-site office personnel and District Managers
Time
Frame: 4 hours
Class
Size: Maximum of 25 participants
The
key to telephone success is identifying the customer's needs
and demonstrating your product and services can meet those
needs. This course focuses on a powerful and effective sales
approach on the telephone.
Upon
completion of this module, participants will be able to: |
|
Identify
a high performance sales approach on the telephone |
|
Use
probing, prompting and paraphrasing techniques to increase the
conversion from telephone traffic to walk-in traffic |
|
Identify
the callers needs and demonstrate they can fill those needs
|
|
Increase
the number of lease applicants through follow-up calls |
High Performance Selling
Participants:
All on-site office personnel and District Managers
Time
Frame: 2 day or 4 - 4 hour sessions
Class
Size: Maximum of 20 participants
This
two-day program offers high performance skills, practical
knowledge, and hands-on training on the sales process.
Upon
completion of this module, participants will be able to: |
|
Identify
the qualities of the leasing professional |
|
List
customer the expectations |
|
Recognize
the importance of first impression |
|
Interview
a prospect using need-identifying questions |
|
Use
probing, prompting and paraphrasing to identify the customer’s
wants and needs |
|
Translate
apartment features into prospect benefits while demonstrating
and validating their product and services |
|
Identify
skills that result in a professional demonstration of the apartment
|
|
Demonstrate
techniques to overcome customer resistance |
|
Justify
price and emphasize value of their product and services |
|
Use
techniques discussed in class to negotiate objectives |
|
Demonstrate
five proven closing methods |
|
Demonstrate
steps to follow-up on prospects |
Market Research & Strategic Planning
Participants:
All Property Managers and District Managers
Time
Frame: 1 1/2 day or 3 - 4 hour sessions
Class
Size: Maximum of 15 participants
Prerequisite:
Pre-course reading assignment to be delivered one week prior
to class
The
purpose of this course is to offer the participant a clear
understanding of market research. It will also give the participant
a format to research, prepare and write a marketing plan.
Upon
completion of this module, participants will be able to: |
|
Define
and discuss the importance of “Proactive Marketing”
|
|
Identify
the four functions of marketing |
|
Differentiate
between "proactive" and "reactive" marketing |
|
Define
the current situation, step 1 in the market research process
|
|
Determine
the research tools needed, step 2 in the market research process
|
|
Analyze
the data gathered and draw conclusions form the data, step 3
in the market research process |
|
Using
a case study, practice articulating marketing problems and writing
clear objectives to resolve the marketing problems |
|
Using
a case study, practice the three steps in the market research
process |
|
Using
a case study, list action items and anticipated results. |
Marketing Methods
Participants:
All Leasing Consultants, Assistant Managers, Property Managers
and District Managers
Time
Frame: 1 full day or 2 - 4 hour sessions
Class
Size: Maximum of 15 participants
The
purpose of this course is to offer the participant a clear
understanding of marketing fundamentals and examine marketing
methods.
Upon
completion of this module, participants will be able to: |
|
Define
and discuss the importance of "Proactive Marketing" |
|
Identify
the Five "P's" of Marketing |
|
Identify
their product "niche" I the market |
|
Differentiate
direct and indirect marketing techniques |
|
Practice
marketing calls |
|
Discuss
trends and cycles |
|
Demonstrate
one of the four marketing methods discussed in class |
|
List
ten important marketing secrets |
|
Brainstorm
for ideas |
Behavioral
Interviewing
Participants:
All Property Managers, Lead Maintenance Technicians, Maintenance
Supervisors, District Managers and Corporate Employees responsible
for recruiting and interviewing
Time
Frame: 4 hours
Class
Size: Maximum of 20 participants
Upon
completion of this workshop, participants will be able to:
|
|
Identify
10 methods or sources for recruiting the best employees |
|
Identify
appropriate & non-appropriate wording in creating advertisements
for recruiting |
|
Review
the hiring process |
|
Identify
effective questioning methods |
|
Recognize
discriminatory questions |
|
List
the seven steps to the interview |
|
Review
methods for evaluating and selecting of the candidate |
Performance Management Using FAST Feedback
Participants:
All Property Managers, Lead Maintenance Technicians, Maintenance
Supervisors, District Managers and Corporate Employees responsible
for recruiting and interviewing
Time
Frame: 4 hours
Class
Size: Maximum of 15 participants.
Upon
completion of this module, participants will be able to: |
|
Define
performance management |
|
Articulate
the purpose of performance management |
|
Demonstrate
the FAST Feedback Process |
|
Identify
the seven steps of the performance review |
|
Recognize
five pitfalls to accurate reviews |
|
Review
the guidelines for conducting lawful reviews |
Accepting a Management Role: Leadership Skills
Being
an effective manager or supervisor means feeling comfortable
in your role as a leader and confident you can implement well-defined
goals for employees. Often managers or supervisors are in
their roles because of technical expertise, without having
learned basic concepts of being an effective leader. This
workshop teaches: |
|
The
difference between "control" management and true leadership
|
|
The
essential leadership attributes of successful managers |
|
How
to transition from being an individual contributor to leader
|
AUDIENCE
This
workshop is designed for managers and supervisors who want
to learn (or need a refresher) about critical leadership skills
so they can do a better job leading others, whether their
leadership role is formal or informal.
OBJECTIVES
As
a result of this workshop, participants will:
|
|
Understand
the difference between "control" management and real
leadership |
|
Feel
more comfortable with their roles as managers |
|
Put
into practice various aspects of leadership attributes |
|
Utilize
their time more efficiently through time management strategies
|
Recruiting and Hiring a High Performance Team
Managers
and supervisors often need to interview and hire candidates
without knowing how to screen resumes, conduct behavioral
interviewing, or the legal implications of the hiring process.
This workshop shows how to:
|
|
Establish
specific hiring criteria and use it to screen applicants |
|
Determine
whether an individual is the best fit for a work group |
|
Turn
down unsuccessful candidates and sell the company to those who
are offered a position |
AUDIENCE
Managers
who want to do a better job of locating, screening, interviewing
and selecting new employees who can have the greatest impact
on their work group's productivity and cohesiveness.
OBJECTIVES
As
a result of this workshop, participants will be able to:
|
|
Establish
hiring criteria for open positions in their departments |
|
Locate
qualified candidates and analyze resumes |
|
Conduct
behavior-based interviews |
|
Evaluate
and select candidates using a systematic approach |
Roles and Responsibilities: Delegation Techniques
Employees
are more productive when their roles and responsibilities
are clearly defined. Managers and supervisors need effective
delegation skills so their employees can be clear what is
expected of them and how much authority they have to carry
out any delegated tasks. In this workshop managers learn how
to:
|
|
Clarify
an employee's appropriate role and responsibility |
|
Determine
when it is better to delegate a task rather than undertaking
it |
|
Clearly
and completely delegate responsibilities to staff members |
AUDIENCE
Managers
who want (or need) to delegate more effectively to accomplish
the goals of their work group.
OBJECTIVES
As
a result of this workshop, managers and supervisors will be
able to:
|
|
Communicate
to employees their respective roles and responsibilities |
|
Determine
when and to whom a task should be delegated |
|
Provide
clear directions and expectations for any delegated responsibilities
|
Employment Law Basics for Managers
Managers
and supervisors are often responsible for communicating company
policies, but without having the background information on
the many laws that govern the workplace environment. This
workshop provides an overview of the multitude of employment
laws that impact employee issues and rights including:
|
|
Discrimination/Sexual
Harassment regulations |
|
Family
leave |
|
Workers'
Compensation |
|
Hiring,
performance management, and firing restrictions |
AUDIENCE
Managers
and supervisors who need to understand the legal implications
of managing employees.
OBJECTIVES
After
this workshop, participants will be able to:
|
|
Identify
federal and state prohibitions against discrimination |
|
Understand
the requirements of wage and hour laws or family leave issues
|
|
Recognize
the legal implications of hiring, promotion, and dismissal policies
|
Time Management for Managers: Managing Multiple Priorities
Every
employee can use help utilizing his or her time more effectively.
The focus here is on determining priorities, and then making
sure high priority tasks are completed with a minimal amount
of wasted time. The "resource" of time, given to
everyone in equal quantities, is used to illustrate various
techniques for managing one's multiple priorities. Important
concepts presented include:
|
|
How
to analyze current time usage to eliminate or reduce "time-wasters"
|
|
Suggestions
for reducing interruptions and unnecessary meetings |
|
Techniques
for streamlining repetitive paperwork |
| AUDIENCE
This
workshop is designed for managers and other employees who
need help in managing their time better.
OBJECTIVES
As
a result of this workshop, participants will:
|
|
Learn
a system for determining their highest priority tasks |
|
Reduce
their time-wasting activities |
|
Be
able to implement a weekly planning system |
Meeting Management: Decisive & Involving Meetings
Too
often meetings are just time wasters, especially when an ineffective
meeting facilitator is in charge. This workshop gives practical
advice for holding more productive meetings, both for those
who are leading them as well as those who attend them. In
the workshop participants learn:
|
|
The
most compelling reasons for holding a meeting (and when not
to call one) |
|
The
role of group dynamics during a meeting |
|
How
to plan meetings and set agendas for accomplishing meeting goals |
|
Techniques
for handling questions and dealing with disruptive behaviors |
AUDIENCE
Managers
and supervisors who can benefit from skills to help them lead
productive and decisive meetings.
OBJECTIVES
As
a result of this workshop, participants will be able to:
|
|
Lead
effective meetings when facilitating |
|
Develop
meeting agendas that communicate the meeting's purpose |
|
Deal
with non-productive behaviors in meetings |
|
Ensure
that action items are assigned with a time-definite follow up
|
Conflict Resolution
Conflicts
inevitably reduce productivity and organizational effectiveness,
and can create an atmosphere where employees are not functioning
for the greater good. It is important for people to feel comfortable
addressing conflicts directly, and possessing the skills to
resolve conflicts when they arise. This workshop teaches how
to:
|
|
Address
conflicts in a timely and effective manner |
|
Apply
proactive problem solving techniques |
|
Utilize
strategies for preventing new conflicts from arising |
AUDIENCE
Employees
and managers where conflicts are impairing organizational
or inter-departmental functions.
OBJECTIVES
This
workshop teaches participants how to:
|
|
Identify
major sources of conflict that are occurring in the workplace
|
|
Apply
strategies for cooperating and collaborating more effectively
|
|
Practice
techniques for resolving conflicts when they come up |
|
Identify
proactive measures for preventing conflicts from occurring |
Teamwork: Building a Wining Team
Effective
teamwork requires everyone to be aligned towards mutual goals,
but undefined roles, interpersonal issues and other obstacles
can impair a team's abilities. This workshop builds team development
by showing:
|
|
The
negative impacts from having unclear roles, goals, and communication |
|
Common
early- and later-stage issues of team development |
|
Overcoming
negativity, interpersonal issues, and hidden agendas |
AUDIENCE
This
workshop is designed for team leaders or members of teams
who must effectively work together to obtain results.
OBJECTIVES
This
workshop will enable team leaders and members to:
|
|
Understand
the four phases of team development |
|
Recognize
obstacles to team development |
|
Understand
the importance of clarifying team roles and goals |
|
Identify
potentially disruptive issues such as hidden agendas |
|
Create
a conductive environment for effective teamwork |
