Training and Development Program Objectives

This institute training program is needed for several reasons. It will provide a central focus for recommending and providing interventions that address each customer's Vision Statement and organizational goals and objectives. In particular, it will provide training for the skills necessary to enhance and increase the efficiency and effectiveness of the supervisor, administration and operation of our customers. This training program aims to enhance the performance of our customer's organizational supervisory staff as they provide the highest level of excellence in their service to both internal and external customers. It will also help executives and managers to identify and acquire skills that will prepare them for leadership challenges in a changing and technological work environment. This training program will provide opportunities for growth and development for all supervisory staff Also, USSMC will be available to analyze and recommend interventions for performance improvement, visibility and systems effectiveness. Building Professional Relationships: USSMC, Inc., a small 8(a)/SDB certified minority woman own business desires that all individuals and businesses reach their unlimited potential. The quick response time that is exhibited by our company has allowed us to develop an impressive list of clients throughout the Washington, DC Metropolitan area and around the country. The Company's reputation for quality, and diversified service and establishing a long-term relationship with their clients is the result of the highest standards set by the President and CEO. USSMC, Inc is not interested in a one-time transaction, but in establishing a long-term relationship with their clients. We strive to give customers what they need and not just what our company wants to sell them. Our Commitment: Unlike most diversified management consulting firms, USSMC, Inc is prepared to make a total system commitment to our clients. We tailor our services to the needs of each customer. Our methods of development techniques assure the finest possible interactive
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communication system and organizational solutions for our clients. We will define the nature of the problem, collect review, analyze information, report and make recommendations and implement the needed service system. To ensure this follow-up is provided. Effective system development is a rigorous process that demands teamwork. Our staff is fully experienced and committed to producing the quality product on time and within cost. It is our commitment that all individuals and businesses reach their unlimited potential. USSMC's Pre-Training Activities: Upon award of this contract, (a month prior to actual training), USSMC would schedule a meeting with appropriate customer training focus group representative or Training Director. This meeting would allow us to actually review the proposed agenda and make any amendments for final program. In addition, the customer representative would be provided with the following information that is to be provided to all training participants:
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Training Analysis Survey: Each training participant must complete this survey. It will provide USSMC trainers with some insight into the culture and training needs of the customer environment from the Managers and Supervisors perspective. This is confidential and should be returned to USSMC within a week.
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Obtain a List of Supervisory Training Participants

Obtain Real-Life Customer Concern Scenarios from each supervisor/manager trainee participant Obtain any pertinent background information from the division of each supervisory/management trainee participant
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USSMC's After Training Activities:

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Provide schedule debriefing meeting to provide a report on analysis of entire two week training program inclusive of the following:
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1. Report evaluation results 2. Provide analysis on focus group recommendations 3. Provide analysis on overall supervisory assessments Supervisory Training:
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Supervising for Quality Program: This supervisory skills program has been developed to meet the needs of:
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Organizations that have employees with good technical abilities who have been promoted into management roles
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Organizations that have experienced supervisors who want or need to brush up on their supervisory skills
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The Supervisory Skills for a Quality Program is a series of 12 programs. Each session is designed to be highly interactive with one main goal of causing participants to "think differently" about their role in the overall growth and improvement of the organization. Each of these topics may be presented together or independently. Target Population Prerequisite: These are individuals who USSMC's customers have identified as: (I) being appointed to the initial level of management responsibility and after receiving basic orientation from their immediate managers, (2) require refinement or update on skills for current management position. The objectives of this training are to:
q q Develop a deeper awareness of the basic policies and practices by which the organization or agency is managed. q q

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Learn the practical application of these policies and practices. Acquire the basic management concepts, skills and techniques.

Included but not limited to this program, are the Organization! Agency and its Beliefs, Performance Planning, Counseling and Evaluation, and Managing of Individuals. The Topics include but are not limited to:
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Role of the Supervisor Leadership Style Assessments Coaching

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Communication Conflict Resolution Motivation Productive Performance Appraisals Creative Problem Solving Team Building Customer Service Time Management and Delegation Stress Management Managing Change

Role of the Supervisor: The focus of this session is on the day-to-day concerns of supervision. The main objective is to gain better understanding of the overall leadership role including:
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Planning activities, hours, scheduling Providing leadership and direction Managing or supervising others to make sure work gets done Taking responsibility for the performance of people working for you

Managing Change: Change is inevitable. What worked in the past (or what works today) may not work tomorrow. Change is one of the most difficult aspects of life for many people to accept. This session focuses on techniques for taking a pro-active role and planning for change. Topics include:
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The definition of "Change" The four ways to deal with change Paradigms Employee reactions to change

Leadership Style Assessments: This session offers an opportunity for each participant to complete an assessment of his or her behavioral style using the DISC system. Individuals will score the assessment,

then discuss in large and small groups, the meaning of scores in each of the four areas: Directing, Influencing, Steady and Cautious. Personal style survey will:
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Identify the way people prefer to interact Increase participant's self-knowledge Increase understanding of others Help to identify leadership style

Communications: This session is an introduction to the communication process. The program stresses that the "process" is the same whether writing or speaking. By learning to communicate clearly and precisely, a leader can minimize the worry that something said or written was misunderstood. Topics covered include:
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Verbal and nonverbal communication Asking good questions Effective listening skills Meetings and group dynamics Body language

Conflict Resolution: Conflict and opposing points of view are part of the workplace and part of life; you can't change that, but you can change the way you react and manage conflict. Participants will gain a better understanding of the nature of conflict in the workplace. Topics include:
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Assessing your attitude Managing your own emotions Conflict management strategies Building positive relationships

Motivation: What motivates your employees? During this session, participants will develop insights into how people are motivated and explore ways in which the supervisor can influence employees' performance. Topics include:
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What is peak performance Work habits of peak performers

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Techniques for motivating employees

Creative Problem Solving: Capitalize on your strengths, improve your decision-making, and take a more powerful role in the decisions affecting your area and/or organization. The program covers the difference between problem solving and decision-making, balancing logic and experience with creativity, and techniques for evaluating all of your options. Topics include:
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Identifying the "Problem " Generating new and innovative ideas Putting your creative ideas to work

. Productive Performance Appraisals: This program focuses on how to evaluate performance on an on-going basis, set realistic performance objectives and conduct effective appraisal interviews. Participants will discover why performance improvement plans are so critical. We will explore the best ways to give and take feedback. How to analyze individual performance and write results oriented job descriptions may also be included. Participants will learn ways to ask employees to improve their performance in ways that produce results, not resentment. Topics include:
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Defining the Performance Appraisal Process Elements of the Performance Appraisal system The Performance Appraisal Interview The "difficult" Performance Appraisal

Stress Management (Optional Topics for Supervisors): This session is intended to offer practical techniques for identifying the stress that is inevitable at work, at home, in ALL environments and offering ways to turn it to your advantage. The program presents ways to measure, identify and relieve your stress. This session will help participants respond productively to virtually all problems and challenges, without getting "stressed out". Topics include:

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Sources of stress in your life Techniques to reduce stress and maintain productivity Strategies for managing stress and improving productivity

Team Building: Building the skills required to function effectively as a team takes more than lecture and discussion. It takes actual situations where members can interact and learn how to be more successful in reaching team goals. Topics include:
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Individual learning styles Definition of a "team " Developing one-to-one relationships Motivation and Change within a team Identifying "team " projects

Customer Service: Providing excellent customer service is both challenging and rewarding. This session is designed to improve relations with both internal and external customers. Topics include:
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Identifying your customers Defining customer needs and expectations Understanding your responsibilities to your customers Building partnerships with associates inside your organization Assessing your customer service skills.

Time Management and Delegation: Studies reveal that the most successful and productive people are those who are excellent time managers. This session teaches the art and science of managing the critical resource of time management. Planning, organizing and executing various activities Minimizing interruptions, paperwork and meetings Knowing when and how to delegate. Topics include:

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Planning, organizing and executing various activities Minimizing interruptions, paperwork and meetings Knowing when and how to delegate

Coaching As a Supervisory Tool: This session will explain the principles of coaching and how it affects work performance, through role-play and interactive instruction. Participants will design an " assertive" script for coaching a failing or poorly performing employee. The trainer will also demonstrate coaching as a training and motivation technique. At the end of this session, participants will be able to:
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Apply coaching principles to train and motivate staff Explain the effects of coaching on employee work performance Define basic coaching principles

If you have any questions regarding any of this training or its cost, please do not hesitate to contact me at the numbers listed in this proposal also please find a copy of the Unlimited Services Systems Management and Consultants, Inc. Corporate Capabilities. We also accept Credit Cards. All participants will receive a participant training manual. Interactive training, video presentations, role-plays and case studies will be made a part of this training. USSMC is more than willing to work with you and .further customize this training program to meet your needs.