Assertive Communication
December 3, 2008
9 am – 4 pm; 6 PDU; $349; Baldwin-Wallace, Berea
Instructor: Kathleen Razi
Registration
Course Description:
Assertive communication is the ability to express your opinions in an open and honest way without making others feel bad. Using assertive communication techniques allows us to take responsibility for ourselves and our actions in such a way that we do not blame or shame others in the process.
Communication theory and research are brought to light in this interactive session that identifies the difference between passive, aggressive, and assertive behaviors, and how to choose effective behaviors. The four assertive behavior styles are presented along with how to recognize and use them. After participating in this course you will have a greater understanding of how perceptions and expectations impact results.
Learning Objectives:
- Communicate actively and effectively
- Influence others
- Feel more in control
- Manage conversations
- Settle conflicts with confidence
- Deflect and avoid interruptions
- Negotiate successfully
- Express emotions with tactful composure
- Keep cool under pressure
- Get the power to say “No”
- Develop empowering behavior
Target Audience: Designed for individuals looking to boost their confidence and become more assertive; trainers, supervisors, facilitators, team leaders, managers at all levels
Course Outline:
- Passive, aggressive and assertive behaviors
- Choose effective behaviors
- How to recognize and use the four assertive behavior styles
- Perceptions, expectations and results
- Develop active listening skills
- Prepare for difficult situations
- How to confront problem behavior
Registration
Improving Service Organizations through Six Sigma - The Real Story
December 5, 2008
9 am - 12 pm; FREE; B-W East, Beachwood, OH
Instructor: Henry Lewandowski
Course Description: Through Six Sigma principles, companies learn to strive for near perfection in all sectors of their business. This perfection is reached by the elimination of all recognizable customer-defects. Sound impossible for a service industry? It's not.
To understand the impact Six Sigma can have on your business, please join us for an overview of Six Sigma, the DMAIC methodology, and the inherit differences when implementing in a service versus manufacturing environment. Following the overview, you will hear from current practitioners on the results six sigma has made at both National City Bank and Southwest General Health Center.
Agenda:
8:30 a.m. - 9 a.m. - registration & continental breakfast
9 a.m. -10:45 a.m. - Six Sigma Principles
11 a.m. -12 noon - Projects and Experiences: A Sharing of Ideas
Raymond Shijo, Coordinator, Orthopedic Joint Center, Southwest General Health Center
Ellen Burts-Cooper, VP, Six Sigma Master Black Belt, National City Bank
Learning Objectives:
- understand the principles behind Six Sigma
- discover how to identify potential projects within your own organization that would benefit from Six Sigma
Target Audience: Anyone who would like to improve their processes and customer satisfaction within the service or health care industries should attend. A familiarity with Six Sigma is recommended, but not required.
Course outline:
I. Discussion of Quality
- What is it?
- Quality Costs
- Differences between Service and Manufacturing
II. What is Six Sigma?
- Understanding Variation
- How do most organizations handle Six Sigma?
- Quality as Defined by the Customer
III. The DMAIC Process
- Define
- Measure
- Analyze Improve
- Control
IV. An Examination of Case Studies
Registration
Financial Accounting for the Healthcare Professional
December 2 & 9, 2008
6:30 p.m. - 9 p.m.; $249; Baldwin-Wallace, Berea
Instructor: Roger Grugle
Financial management is a critical component of success in today's complex environment. As
your leadership role advances your decisions have an increasingly larger impact on the financial performance of your organization. The course provides a working knowledge of the basic accounting system, with the primary focus on reading and understanding the four standard financial reports: the balance sheet, income statement, statement of cash flows, and statement of retained earnings with emphasis on their implications for management. This valuable program will enhance your knowledge of the fundamental financial accounting principles necessary for decision-making as a healthcare manager.
You'll learn how to:
• Understand and interpret financial statements
• Speak confidently with the finance staff
• Instantly determine profitability, liquidity and efficiency
• Gauge the impact of operating decisions on financial performance
• Compare your organization to competitors
Essential elements:
Balance Sheets and Income Statements:
• Trend analysis
• Corporate financing sources
• Sources of working capital
• Profit and cash flow
• Return on investments (ROI)
• Techniques to evaluate investment opportunities
Target Audience: Any manager or director who needs to understand and analyze financial statements.
275 Eastland Rd.