worksmarts - training solutions, inc.participants develop the competence and confidence to actively...

© 2 0 0 3 V i s i o n P o i n t P r o d u c t i o n s , I n c .

WorkSmarts™:

How To Get Along, Get Noticed,

and Get Ahead

Facilitator’s Guide


© 2003, VisionPoint Productions, Inc. All rights reserved. Unless specifically indicated, no part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of VisionPoint Productions, Inc. This publication is designed to provide accurate and authoritative information in regard to the subject matter. It is sold with the understanding that VisionPoint Productions, Inc. is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional should be sought.


Table of Contents READ THIS STUFF FIRST..............................................................................1

This program is designed to ......................................................................................... 2 The rock-bottom benefits are........................................................................................ 3 Participants will know how to........................................................................................ 4 Participants will experience .......................................................................................... 5 The complete package includes ................................................................................... 6 How to use this guide ................................................................................................... 7 Icon Map ....................................................................................................................... 8 What can be reproduced and what can’t ...................................................................... 9 Notes .......................................................................................................................... 10

BEFORE THE SESSION ........................................................................... 11

Know your role............................................................................................................ 12 Know how to connect ................................................................................................. 13 Set your agenda ......................................................................................................... 15 Send an invitation and pre-work ................................................................................. 18 Sample Invitation ........................................................................................................ 19 Pre-Course Assessment (Facilitator’s Copy) ............................................................ 20 Final preparation checklist.......................................................................................... 22

CONDUCTING THE SESSION.................................................................. 24

Arrival of participants .................................................................................................. 25 Break the ice............................................................................................................... 28 Get people focused .................................................................................................... 36 Video Example-The First Factor................................................................................. 40 Practicing Positive and Proactive Skills...................................................................... 43 Video Example-The Second Factor ........................................................................... 46 Practice of Success Factor 2...................................................................................... 48 Video Model of Success Factor 3............................................................................... 55 Practice of Success Factor 3...................................................................................... 58 Video Model of Success Factor 4............................................................................... 61 Practice of Success Factor 4...................................................................................... 63 Video Model of Four Success Factors ....................................................................... 68 Focus on the Future ................................................................................................... 70 Wrap up the session................................................................................................... 73 Post-Course Assessment (Facilitator’s Copy) ........................................................... 76 Session Evaluation (Facilitator’s Copy) ..................................................................... 78

FACILITATOR’S RESOURCE SECTION Script of Video for WorkSmarts! ................................................................................. 79 Facilitator’s Tips for Leading a Training Session...................................................... 115


ABOUT VISIONPOINT .................................................................................125 OVERHEADS AND FLIPCHARTS ..............................................................127

Overhead #1............................................................................................................. 128 Overhead #2............................................................................................................. 130 Overhead #3............................................................................................................. 131 Overhead #4............................................................................................................. 132

Overhead #5..............................................................................................................133 Overhead #6..............................................................................................................134

Overhead #7..............................................................................................................135 Overhead #8..............................................................................................................136

FLIPCHARTS

Master #1.................................................................................................................. 137 Master #2.................................................................................................................. 138 Master #3.................................................................................................................. 139 Master #4.................................................................................................................. 140 Master #5.................................................................................................................. 141 Master #6.................................................................................................................. 142 Master #7.................................................................................................................. 143 Master #8.................................................................................................................. 144 Master #9.................................................................................................................. 145 Master #10................................................................................................................ 146

HANDOUTS

Handout #1 ............................................................................................................... 147 Handout #2 ............................................................................................................... 148 Handout #3 ............................................................................................................... 149 Handout #4 ............................................................................................................... 150 Handout #5 ............................................................................................................... 151

NOTES .........................................................................................................152

W o r k S m a r t s ™ : H o w t o G e t A l o n g , G e t N o t i c e d , a n d G e t A h e a d

© 2 0 0 3 V i s i o n P o i n t P r o d u c t i o n s , I n c . P a g e 1

READ THIS STUFF FIRST

F a c i l i t a t o r ’ s G u i d e

P a g e 2 © 2 0 0 3 V i s i o n P o i n t P r o d u c t i o n s , I n c .

T h i s p r o g r a m i s d e s i g n e d t o …

WorkSmarts™: How to Get Along, Get Noticed, and Get Ahead

is a program that will provide participants the opportunity to explore

and enhance their skills in areas that will positively impact their

work environment. Four main strategies for success are discussed:

• Be positive and proactive

• Be accountable and flexible

• Be cooperative and respectful

• Communicate and actively listen

Through video demonstrations of these strategies, focused

discussions, and a variety of exercises that reinforce learned skills,

participants develop the competence and confidence to actively

participate in the work environment while showcasing their ability

and their willingness to do the jobs expected of them.

By the way, we know that your organization has its unique

personality, needs, and issues. WorkSmarts™ was designed with

that in mind. We have provided three different agendas that will

allow you to customize the training to your organization’s own

needs. It is flexible enough to be used as the foundation for a new

training initiative; or you can easily adapt it and integrate it into your

existing training initiatives.



T h e r o c k - b o t t o m b e n e f i t s a r e…

Here are benefits of this program for employees and for

organizations:

For employees:

• Reduces stress and frustration – employees will have

competence and confidence to take initiative in sharing their

ideas, asking questions, and interacting with others

• Increases efficiency and effectiveness – employees won’t

waste time waiting for others to tell them what to do

• Earn respect as employees with self-management skills –

which are critical to the success of an organization

• Expands a tool kit of skills, thus enhancing career development

• Promotes job satisfaction and personal satisfaction

For the organization:

• Retains top performers – valued for their skills and contributions

to the success of the organization

• Promotes customer loyalty and gains new customers – it is

supported by data that skilled employees translate into satisfied

customers and satisfied customers tell others who then become

new and loyal customers • Relieves management of the need to handhold employees -

freeing management to concentrate on other important and

urgent responsibilities • Improves productivity – people respect one another and offer

assistance when needed, rather than creating and maintaining

conflict



P a r t i c i p a n t s w i l l k n o w h o w t o…

• Understand the “unspoken truth” that attitude and personal

behavior are vital to long-term success

• Be able to shift a negative attitude into a positive attitude

• Be able to describe proactive behaviors

• Be able to cope with change more effectively

• Be encouraged to set goals

• Understand the importance of being cooperative and

respectful

• Be able to list ways to communicate clearly and listen

actively



P a r t i c i p a n t s w i l l e x p e r i e n c e…

• Video model-demonstrations of each of the strategies for

success so that participants see and learn them one at a

time

• A breakdown of skills within each strategy so participants will

gain confidence in their ability to perform each task

• A variety of exercises and practices to build and reinforce

skills

• Worksheets to plan thoroughly for all exercises and practices

• Applications of the strategies in a variety of workplace

settings and environments

• Opportunity to plan for using the strategies immediately



T h e c o m p l e t e p a c k a g e i n c l u d e s…

• WorkSmarts™: How to Get Along, Get Noticed, and Get

Ahead videotape or DVD*

• Facilitator’s Guide

• Reproducible Participant Materials

• Reproducible Self-Study Guide

*While we use the term “video” throughout this facilitator’s guide, if you’re using the DVD, the process

is basically the same. So, where we say “video” or

“videotape,” just think DVD.



H o w t o u s e t h i s g u i d e…

The following pages represent our best effort at coming up with an

easy-to-use road map for conducting a WorkSmarts™: How to

Get Along, Get Noticed, and Get Ahead session.

The guide uses a step-by-step approach. For each step, we’ve

included the time it takes, what it’s about, what you’ll need, and

how to do it.

Finally, we have included some helpful icons to make this guide

even easier to follow (please see the Icon Map on page 8 in this

guide).

Of course, since you are probably on a close-to-first-name basis

with the people you are training (okay, maybe not – but hopefully

you do know what part of the universe they call home sweet home),

you may have some strong feelings about what will work and what

will not work for your class. *

*That’s okay. We’re not the kind of people who will send out the “instructional design police” to confiscate your

official Jr. Facilitator Secret Instructional Acronym

Decoder Ring.

Please feel free to modify this, rearrange it, or just

chuck it all and do your own thing; whatever you think

makes the most sense for your audience.

The only thing we ask is that you promise that people will

walk out of the session knowing how to work smarter than

they did when they walked in. Because if they do, then we

will have collectively gained one small victory in the

quest to make the world a little better place in which to

live.



I c o n M a p *

Indicates information you

should tell or say to

participants

Indicates an appropriate time

for group discussion

Indicates that you should

play the video or DVD

Indicates that you should

use the flipchart to record

ideas

Indicates the appropriate

overhead to use in

conjunction with the

materials you’re covering

Indicates when you should

refer participants to

supplemental printed

materials

*Just in case you were wondering, the icons are NOT scenes from the video.



W h a t c a n b e r e p r o d u c e d a n d w h a t c a n ’ t…

We would really appreciate it if you followed the instructions

below for reproducing or otherwise using the materials in this

course.

Please do not make copies of, rent, sell, (or loan your third

cousin a copy because you owe her a favor) of:

• The videotape or DVD

• The Facilitator’s Guide

Please do feel free to make copies to your heart’s content of:

• The Participant Materials

• The Self-Study Guide

Thanks for your help.


P a g e 1 0 © 2 0 0 3 V i s i o n P o i n t P r o d u c t i o n s , I n c .

N o t e s :



BEFORE THE SESSION



K n o w y o u r r o l e…

As the facilitator, your job is to make sure the people in the

session have the opportunity, environment, and resources

available to learn something useful about how to work

smarter.

That does not mean you have to be the end all expert. But it

does mean you should take the time to know and

understand this material. It also means you should be

prepared to contribute your own viewpoints, insights,

expertise, etc., to the session. In fact, the more you come

off like a real human being who is simply trying to do a good

job and get a handle on how the universe works just like the

rest of your class, the better the session will be.

If you do not have much experience being a facilitator, do

not worry. Just follow this guide and you’ll be fine. You

might want to also check out some of the facilitation tips in

the resource section of this guide.



K n o w h o w t o c o n n e c t…

You may have people from a wide range of backgrounds

and experiences in your session. So, here are some things

to keep in mind to help make sure everyone gets as much

out of the session as possible:

1. Acknowledge reality.

People in your class have real lives and real jobs just like

you. When you acknowledge that reality – with all its

imperfections, challenges, and frustrations – and make it

part of your discussions, people will feel safe enough to

really open up, explore, and learn.

2. Care about the material.

Remember that professor you had who was two years away

from retirement and was just going through the motions?

Don’t go there! Take the time to really understand how the

ability to work with others effectively impacts your class on a

personal level. Better yet, figure out how it impacts you

personally, and share some of that with the class. Again, the

more honest and vulnerable (a.k.a. human) you are… the

more people will engage with you and learn with you.



3. Welcome resistance (and don’t take it personally).

This is hard, but really, really important. Every so often,

you’re going to run into some push-back from people. That’s

okay. It means they’re paying attention! They’re thinking!

That’s a good thing!

The most productive way to deal with it is to ask, “Why do

you feel that way?” Followed by, “What if we could make

(insert new skill/idea/result) happen? How would that help

you out, in the long run?”

Try to help people to help themselves understand how the

information and skills you’re talking about in the class will

benefit them personally. (Remember, it may be vitally

important to the organization that everyone buy into what

you’re talking about, but the best way, the only way, to get

people on board is to bring it down to the personal level and

help them see the benefit themselves.)

4. Make it relevant.

Real life does not stop for people just because they’re sitting

in your class. Just like you, they’ve probably got WAY too

much to do and WAY too little time in which to do it. So if you

want to cut through the noise, get their attention, and then

keep it, try to make sure everything you say and do is

relevant to their world – not yours.



S e t y o u r a g e n d a…

To be honest, we have seen people go on for hours about

just one of the scenarios covered in this program. Okay, so it

was us. But that’s beside the point.

The point is that time is the most valuable resource we have;

and like anyone else in this warp-speed world, you want to

spend it wisely and productively. So to help you do that, here

are three workable agendas for presenting this program.

We recommend the 7-hour agenda so participants will have

opportunities to practice skills they are learning. We

recognize, however, that time constraints in your

organization may not permit an 7-hour session. If that is the

case, we provide 4-hour and 1-hour versions, plus the 7-

hour session can be easily split into two 4-hour sessions.

Agenda #1: about 7 hours, not including breaks or lunch. Step Item Time Page

#1 Arrival of Participants NA 25

#2 Break the Ice 30 minutes 28

#3 Get People Focused 35 minutes 36

#4 Video Example - The First

Factor: Positive and Proactive

30 minutes 40

#5 Practicing Positive and

Proactive Skills

40 minutes 43

#6 Video Example: The Second

Factor: Flexible and

Accountable

30 minutes 46

#7 Practice of Success Factor 2 45 minutes 48

BREAK 15 minutes

#8 Video Model of Success Factor

3: Cooperative and Respectful

20 minutes 55



#9 Practice of Success Factor 3:

Cooperative and Respectful

35 minutes (or

55 minutes if

using extended

option)

58


4: Communicate and Listen

20 minutes 61

#11 Practice of Success Factor 4:

Communicate and Listen

45 minutes 63

#12 Video of Four Success Factors 15 minutes 68

#13 Focus on the future 30 minutes 70

#14 Wrap up the session 15 minutes 73

Agenda #2: about 3.75 hours, not including breaks. With this

version participants will not have an opportunity to practice the skills they are learning. Step Item Time Page

#1 Arrival of Participants NA 25

#2 Break the Ice 30 minutes 28

#3 Get People Focused 35 minutes 36

#4 Video Example - The First

Factor: Positive and Proactive

30 minutes 40

#6 Video Example: The Second

Factor: Flexible and

Accountable

30 minutes 46


3: Cooperative and Respectful

20 minutes 55


4: Communicate and Listen

20 minutes 61

#12 Video of Four Success Factors 15 minutes 68

#13 Focus on the future 30 minutes 70




Agenda #3: about 1 hour. This version is designed as an

overview of the course.

Step Item Time Page

#4,6,8,10 Video Examples without

discussion

20 minutes 40, 46, 55,

61

#12 Video of Four Success

Factors

30 minutes 68




S e n d a n i n v i t a t i o n a n d p r e -w o r k…

Even if it is required training, it is always good etiquette to

send people an invitation. Because, yes, it is true, you are

dealing with adults – who are really only teenagers dressed

up in older skin – and they don’t like to be told what to do by

anybody! (Imagine that…)

So, you can send them the following invitation, or make up

your own. And you can even attach some pre-work (hey, no

pain – no gain, right?) A copy of the Pre-Course Assessment

can be found on page 19.

Sample Invitation



S a m p l e I n v i t a t i o n

Congratulations! You’ve been invited to attend a training session of WorkSmarts™: How to Get Along, Get Noticed, and Get Ahead.

We all want to move up the ladder as quickly as possible while at

the same time making sure we don’t make enemies along the

way. But, we face many roadblocks that challenge us to do the

right thing. At times like these, we wish we had the skills to

interact in such a way that everyone involved knows we care

about the success of the organization – and we all can get on with

our jobs and our lives.

WorkSmarts will give you those skills! It is an easy-to-use yet

highly effective approach to getting ahead in the workplace.

During the course you will learn the strategies that successful

employees rely on to excel in their jobs, observe video-

demonstrations of people using the skills and, through a variety of

exercises and practices, develop and reinforce your skills.

With this invitation, I’ve also included a short pre-course assessment that affords you an opportunity to assess your basic interpersonal skills prior to the course. Please complete the assessment and bring it with you to the class. At the conclusion of the class you will complete a post-course assessment to learn if, in your mind, you have improved your skills. If you have any questions, please contact (insert contact information). In the meantime, I look forward to seeing you! Date: (insert date) Time: (insert time) Location: (insert location) Confirm to: (insert confirmation address)



P r e - C o u r s e A s s e s s m e n t ( F a c i l i t a t o r ’ s C o p y ) Instructions: For each statement below, circle the number that you believe reflects your current skills in taking initiative and taking control of your career success. Remember, there is not a secret document that has the “right” answers. The “right” answer is what you believe your skills are. I keep myself up to date on all policy changes.

High 4 3 2 1 Low

I try to proactively share information that will benefit the company, my coworkers, and our product/service.

High 4 3 2 1 Low

When I am faced with a negative situation, I try to find something positive to focus my efforts on.

High 4 3 2 1 Low

When I report a problem to my boss, I also offer solutions.

High 4 3 2 1 Low

I keep my boss informed of all essential tasks and decisions.

High 4 3 2 1 Low

I take notes when important information is being shared.

High 4 3 2 1 Low

When a change is made, I quickly adapt and make appropriate adjustments in my area of responsibility.

High 4 3 2 1 Low

When faced with a change, I ask questions that will help me make a decision on what action to take.

High 4 3 2 1 Low



I accept responsibility when I make a mistake.

High 4 3 2 1 Low

When I have new ideas, I share them enthusiastically.

High 4 3 2 1 Low

I often offer assistance and guidance to others when they are in need of help.

High 4 3 2 1 Low

When others share new ideas, I listen objectively and respectfully.

High 4 3 2 1 Low

When people are giving me instructions, I ask questions to make sure I understand completely.

High 4 3 2 1 Low

I often paraphrase what people tell me to show that I fully understand the information being shared.

High 4 3 2 1 Low

I listen actively and ask clarifying questions when working with others.

High 4 3 2 1 Low

When I am teaching someone how to do a task, I communicate clearly what steps need to be taken.

High 4 3 2 1 Low



F i n a l p r e p a r a t i o n c h e c k l i s t …

In case you are into checklists, here is one you can use to

make sure you have covered all the bases prior to the

training session.

Location:

• Choose a quiet meeting room or other

relatively secure environment

• Make sure all seats have a clear view of the TV

and other visuals

• Make sure all seats are arranged so that

participants can see you and see/talk easily to

other participants (a U-shaped configuration

works well, but feel free to experiment with

other letters of the alphabet and let us know

how it goes)

• Make sure the room is dark enough to clearly

see the video, but light enough for people to be

able to see well enough to take notes

• Verify that your meeting place is accessible

and equipped for participants with disabilities

Equipment:

• Test your video equipment to make sure the

video actually plays and that the color and

volume are correct (by the way, don’t forget to

rewind the video after you perform this test)

• Test your overhead projector, or computer

projector if you are using PowerPoint® slides,

to make sure it works



Materials:

• This Facilitator’s Guide (Okay, so that is

obvious. But we like to be thorough.)

• The video or DVD – WorkSmarts™: How to

Get Along, Get Noticed, and Get Ahead

• One set of Participant Materials for each

person attending the session, plus a few extras

just in case

• Pens and paper

• Flipchart, easel, and a fresh set of markers

• Overheads and prepared flipcharts

• Participant name tents (the kind you set on the

desk in front of you)

Optional, but recommended:

• Refreshments

• Map to nearest restrooms

• Small box for collecting beepers, cell phones,

Palm Pilots, Game Boys, and other objects of

distraction



CONDUCTING THE SESSION (A step-by-step approach)



A r r i v a l o f P a r t i c i p a n t s

Time it takes: From the time you show up until you start the class.

What it’s about: Giving people something to do while they wait for their

“we’re always running a little behind” peers to show

up.

What you’ll need:

• Suggested: A flipchart (Flipchart Master #1 in the

“Facilitator Resource Section” of this guide.) If you

don’t like to prepare flipcharts or you believe you

don’t do them well, you can take the master copy

of Flipchart #1 to a copy center. They will enlarge

the master copy to flipchart size. You can add

color and other designs to the chart to liven it up a

bit. Or, there may be an “artsy” person in your

department who would be happy to prepare a

chart for you.

• Name tents

• Markers

• “You are here…” worksheets for each

participant (optional, but a cool idea – see the

instructions for creating the worksheet below)

• Set of Participant Materials for each participant

SStteepp

11



How to do it: 1. Get there first! This demonstrates organization and

excitement – not to mention setting a good example.

2. Stand by the door to greet participants. Everyone likes a

personal, warm, and immediate welcome.

3. Ask each participant to put her/his first name on a name

tent, using letters that are big enough for everyone to

read.

4. Ask participants if they have brought the Pre-Course

Assessment they received with their invitation letter to the

course. If not, a copy of the assessment is in their

Participant Materials. Ask them to complete the

assessment. They will need it at the end of the course.

5. Personally hand each participant a set of Participant

Materials. Again, it’s a personal touch!

6. Give each person a “You are here…” worksheet.

7. Tell each participant that the room they are in is marked

“You are here…” Ask them to identify what rooms or

objects are represented by the numbered locations on

the worksheet.



Instructions for creating a “You are here…” worksheet:

1. Get a blank piece of 8.5 x 11 white paper.

2. Draw a map/floor plan of the meeting area, including:

• Meeting room

• Nearest restrooms

• Nearest water coolers

• Nearest phones

• Nearest source of food (optional)

3. Label the meeting room as “You are here…”

4. Label the other locations with numbers.

5. Place an arrow off to the side labeled “North” for the

benefit of those few human beings able to maintain a

sense of direction inside the mind-numbing labyrinth so

affectionately known as the modern office building.

North

Conference Room B

Phones

TRNG 1

TRNG 2

TRNG 3

TRNG 6

TRNG 5

TRNG 4

YOU ARE HERE!

Water cooler

Restrooms

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