|Success Measures -
THE COMMUNICATIONS FAST CLASS!
Over 10 Years - Hundreds of Graduates!
for Marketing, Management and Motivation
Performance Evaluation (OPE)
Structures of Leadership
Self and Others
How To Write
Sensory Specific Progress Notes
Communicate With Anyone and Everyone
Resolution & Negotiation
Skills for New Managers
and Team Coaching
and Accomplishing "The Impossible Mission"
Outcome Performance Evaluation™ (OPE)
It has been our experience that the Outcome Performance Evaluation
truly carries an outcome orientation throughout an organization. There
is a sense of everyone moving toward the same overall goals, while
working on individual outcomes that have meaning to themselves, their
departments or programs, and the organization as a whole.
When this system is in place, two things happen: incremental
improvement, and quantum leaps in performance.
Incremental improvement provides an environment where quantum
leaps can happen. And paradoxically, quantum leaps provide the
motivation that allows an environment of continuous improvement to be
maintained. Small successes lead to larger success. This is the key to
motivation through time.
Outcome Performance Evaluation encourages a system, a "web" of
relationships between departments, between team leaders, between team
members, that allow for the kind of coaching, mentoring, and resource
allocation that turn outcomes into reality.
Because of this, it is important that everyone on the team knows very
clearly the overall purpose, mission, and important outcomes of the
organization. Each department or program will want to have their own
outcomes. We have found that when employees are aware of the
organization's outcomes and their importance, they will develop
individual outcomes that support those goals.
With the Outcome Performance Evaluation system, the organization will
have in place a measurement system that can be used for tracking
outcomes at all three levels.
Typically, we provide four days of training over a two-month period in
order to ensure maximum success with the Outcome Performance
On the first day, we introduce the Outcome Performance Evaluation and
talk about what will make it successful in your organization. We talk
about motivation as it really works, and how to provide systems and
environments that naturally allow people's intrinsic motivation to
We also guide your team through a process of determining your most
important values, goals, outcomes. On the second day, we talk about
how Outcome Performance Evaluation helps both team leaders and team
members to build relationships based on achieving outcomes. Then we
teach the mentoring and coaching skills that will help everyone in the
system to succeed. We also provide tools for measuring progress.
After this initial 2-day training, we make ourselves available for any
phone consulting while the organization actually implements the
Then, about one month after the program is in place, we return to the
organization for an additional two days. The second two days are
tailored to the organization's experience with the Outcome Performance
Evaluation system. During these two days, we work with each
department, going over the process of tracking progress. We also teach
advanced coaching skills including keeping people on track, coaching
teams as well as individuals through the achievement of outcomes, and
introducing "Success Strategy projects" that revitalize individuals,
teams, departments, and organizations. -
The New Structures of Leadership
As we've traveled around the country to companies and agencies, we've
noticed one striking distinction among the organizations that have the
greatest success in becoming truly outcome oriented as an organization
and therefore have the greatest success in helping those they serve
achieve outcomes. These agencies all have one thing in common: they
have all transformed from a mainly hierarchical organization to a more
Hierarchical leadership works well for assembly-line approaches to
working with humans, but it tends to be limiting rather than
generative when we need an atmosphere of constant creativity, shared
vision, quick and competent decision-making, continual improvement and
frequent re-inventing of ourselves and our organizations. This way of
leading is more systemic, more organic, more like the way human brains
work and the way nature works, rather than the way machines work.
In this model of leadership, the leader positions herself at the
center, rather than at the top, of the team. This way of leading is
about building and maintaining relationships with team members as well
as accomplishing tasks effectively. We form partnerships with each
other in order to accomplish our mutual goals. Relationships are
built, strengthened, maintained by the leader. The leader develops the
skills of meta-awareness, the ability to "see" the whole web of the
team - which relationships are in good repair, which need
strengthening. The leader also stays in the web so that she has a
"felt sense" of what is going on at all times. News travels more
quickly, opportunities are recognized more quickly, ad hoc teams can
form around any opportunity, outcome or problem. Purpose and vision
hold the web together, and personal responsibility is the strength of
the ever-changing structure.
The "web" in an organization that serves people with disabilities also
includes the individuals served, who become leaders in the center of
their own relationships. We have not found a better system of
leadership to accomplish the important outcomes of those we serve and
support. In this system, everyone (including those served) has a high
degree of personal responsibility, as well as a high degree of the
personal power needed to take action to accomplish goals.
According to a study done at University of California, Berkeley,
"one characteristic of high-reliability organizations: they
have the built-in ability to reconfigure as webs whenever danger
Reframing for Marketing,
Management and Motivation
Anne and Bob are master
reframers and masters at teaching reframing. In fact, they were
selected to author a chapter in the book Quality Performance in
Human Services edited by James F. Gardner, Ph.D. and Sylvia Nudler
of The Council on Quality and
Leadership in Supports for People with Disabilities.
Explore the Reframing Chapter on this
Reframing is a powerful tool to help in bringing persons, groups,
departments, organizations into a common frame of understanding. It's
also a lot of fun to use and to learn. -
Team Transformation Model
In this is one-day or two-day program we take a team through a
structured exploration of where they are now and where they expect to
be in two years (or some other specified time in the future).
Each team member also does this exploration individually.
We then concentrate on turning the team's mission, vision, and values
into plans, strategies, and behaviors.
The outcome of this seminar is to build a concrete road map into the
We work with executive directors and executive committees of agencies
to help define future direction, plan for reaching important outcomes,
and develop strategies. Our first step is to define your the
organization's outcome or project.
Once we know where an organization wants to go, we can design at least
one way to get there. What we do is look for leverage - what we can do
that will start a chain of events that lead in the direction of what
the organization wants to accomplish.
This might involve a specific training program, or consulting directly
with a team. What remains constant is the outcome. What is flexible
are the means of getting there. -
This is a one-day seminar where we teach skills that provide quantum
leaps in the quality of interviewing for self-assessment, employee
assessment, employment interviews or any information gathering
These are the skills that build and enhance rapport at both the
non-verbal and the content level. And you'll get tips on how to use
language that will get you the information you seek at the deepest
This is a facilitated workshop where we teach a strategy for achieving
outcomes while working with the group to specify an outcome they have
now, and put together a plan for its implementation.
The Outcome Planning process combines (and teaches) a series of
questions that provides a structure to focus the group's attention on
the relevant resources for accomplishing an outcome. Also specific
strategies for implementing outcome opportunities. -
Team Peer Coaching
One of the ways that people work successfully together in teams is by
becoming coaches for each other. Peer coaching has enormous benefits.
First, when we consult with each other, we recognize the team nature
of our work.
Second, we recognize and more fully appreciate each others' strengths,
talents, and expertise.
Third, we grow in our own ability and mastery. We grow through asking
for the help we need, and we grow through giving help to another. We
no longer feel so alone in our work when we are part of a true support
Motivating Self and Others
In this workshop, we talk about the motivation paradox and how to work
with it. Here is the heart of the paradox: we tend to make two
mistakes in motivation. First, we tend to think that what motivates us
motivates others as well. The second mistake we tend to make in
motivation is that we tend to think that what motivates us does not
During the workshop, we teach how to listen to others as individuals.
We learn that people are telling us all the time what motivates them.
As soon as we can hear what they're really saying, we can work with
them in the ways that tend to make them feel most motivated, because
we're working with their natural, intrinsic motivation patterns.
We also talk about how to create environments and systems that tend to
be most motivating to individuals and teams. We'll share with you the
"Success Strategy" that gives you the five steps to revitalizing a
team by designing a project for guaranteed success. As it turns out,
success is the number one long term motivator. -
How Teams Work
For the most part, team workshops are designed specifically for the
team for which we're presenting the workshop. Frequently, we take the
team through a team alignment process, which elicits information about
the various parts of your team's work and the systems within which you
perform your work.
We are there to help the team to make sure that its behaviors,
capabilities, beliefs, values, and identity are in concert and support
the team outcomes so that it can achieve success in its work
environment and be an effective part of the larger system. We help you
to specify which outcomes will move you toward the success you want,
and to design strategies to turn those outcomes into reality.
We also bring out the resources of the whole team so that individuals
feel supported in their work.
How To Write Sensory Specific
Progress Notes & Memos
This is a workshop designed for a case management organization that
wanted to improve their case note writing.
In the workshop, the group learns an easy to do strategy for making
case notes more complete while making the process of writing more
interesting and enjoyable. By using this strategy, case notes are
transformed from necessary drudgery to the start of the case
In the class people develop a template for finding different things to
pay attention to on your clinical visits, so that each person's
writing actually helps them structure the clinical and interview
And you'll get some quick ways to record your thoughts immediately
after a visit. We teach a process that helps each person write
personal descriptions that come alive, that makes a person real to the
others who will read your notes. -
How to Communicate With Anyone
Generally, we design our communication training for each organization
based on the needs of the organization or department. We always cover
aspects of our communication with ourselves, and interpersonal
communication including non-verbal communication and outcome-based
We also talk about how human beings learn and change. All of our
training events are experiential in nature. We teach for all learning
styles, and for all of the seven different kinds of intelligence. By
the end of a class, participants have not only learned something
useful, they've already done it at least once. We use accelerated
learning methods in our classes so that material is learned more
quickly, more deeply, and retained for a longer time.
THE COMMUNICATIONS FAST CLASS!
In our work together communication is our major area of focus.
Whether marketing, managing, consulting, teaching, writing, producing,
performing… it's all about communication.
The Communications Fast Class covers many different areas of human
interpersonal and intrapersonal communication. Much of this training
is built on the precepts and structures of NLP and other models of
excellence. Here are some of the elements of the Fast Class.
(each can be taught as stand-alone modules):
|Non-verbal Communication and non-verbal elements of
|How to Create and maintain
|How to perceive a situation
from several different points of view|
|Interviewing Skills (Deep
|Outcome planning (Well
|Learning & Communication
|How to respond rather than
react in any situation|
|How to elicit resourceful
personal states in yourself and others|
Models of Excellence & How to Use
|How to build relationships of
trust and credibility|
We are adept at adapting materials to
your group, culture, and situation. Hundreds of people have
successfully attended the Fast Class since 1991! Many groups
have us back each year to update the group with the latest new
communications tools. -
Conflict Resolution & Negotiation
We look at conflict as a useful tool. Then we teach skills designed to
resolve conflict at a high level so that all can move forward again
with full commitment.
This workshop covers a lot of ground. We've designed it especially for
those who must advocate for persons with disabilities with people or
groups with whom they must maintain long-term relationships. We cover
listening skills, negotiation skills, how to get to a place of
agreement, working through difficult emotions, working through our own
internal conflicts, how to design good questions, how to work with
systems issues, how to facilitate and design mutual outcomes.
One of the most useful tools of interpersonal relationships,
especially at work, is the tool of negotiation. We learn how to find
out what is most important to ourselves and others, how to reach
agreement, how to uncover and resolve obstacles and hidden agendas.
Finally, how to gain real commitment when a final agreement has been
The Success Strategy
We cover in depth the five steps to designing projects that are
guaranteed to be successful. There is no better way to revitalize a
team than to go for a "win" - and get it. Success is the best long
term motivator there is. Design your environment and systems to
maximize success, and you can make real what once seemed impossible.
One of the best ways to use this module is to work through an actual
project during this time while you learn the elements of the strategy.
Basic Skills for New Managers
Most agencies have pre-service training for new employees, but we have
learned that very few have any sort of regular training for those who
have been promoted into their first managerial position. For most
people, this is a big step. We learn the hard way that planning and
running a good team meeting is a skill that is learned through time,
not something that comes automatically while we sleep the night before
our first staff meeting.
Think of the potential for distress when you realize that you are
totally responsible for many different tasks getting done, but you
can't accomplish them yourself. Knowing how to direct a team and the
individuals on the team are not skills that are automatically gleaned,
no matter how well we have been managed ourselves.
In this training, we provide new managers with skills needed to:
|Plan and hold good meetings|
|Coach individuals on their
teams to success|
|Discover how to motivate
individuals on their teams |
|Develop mutual outcomes
with team members|
|Develop systems that
encourage personal responsibility |
|Solve problems with (and
for) the team|
|Manage time well |
|Build a support system for
themselves and their teams|
|Instill a sense of
|Move from being a new
manager to being a great manager|
Executive and Team Coaching
We think of this kind of coaching as "just in time" training.
This gives an individual or team just what it needs - right now. We've
worked with teams who were demoralized because of bureaucratic changes
over which they had no control to get themselves back on track to
achieving what they knew was possible.
We have coached teams of new managers who needed specific skills in
order to lead others effectively without days and days of training. We
have coached executives who needed help with strategic planning, with
difficult personnel situations, with new organizational plans.
As business people with insights into the structure of how humans
operate we work individually or as a team to help you find move past
apparent road blocks to better realize your full potential. -
One-to-One Executive Coaching
We have worked individually
with several executive directors and many managers around the country.
This is a partial list of the subjects of these individual-coaching
with Boards of Directors|
||How to work with people who
are different from you|
||Conflict resolution skills|
||Ways to build rapport with
||Help executive committee
members and departments work together better|
||Strategies for individual
||Systems thinking for
executive directors: how every part affects the whole|
How to find leverage for success in any situation. -
Designing and Accomplishing - "The
Sometimes we are called on to accomplish something that we (and
possibly even others) consider to be impossible. In order to take on
those "impossible" missions, we need to tap into an extraordinary
source of internal power.
When we take a stand to accomplish the impossible, we become so
congruent and purposeful about our mission that we provide a place
where others will want to join us as we move forward toward our
When we act from this powerful place within us, it can seem as if the
world pays attention in a new way. We act and attract the action of
others in an extremely focused way.
There are five distinct steps along the way to accomplishing what
initially seemed impossible, and those steps can be learned by anyone.
The Paradox Toolbox
Some of the tools in the toolbox are: reframing, building rapport
quickly and maintaining it through time, eliminating blame from the
system, the magic of different points of view, the motivation game,
solution-focused thinking, the language of influence, and many more.
Meeting & Retreat Facilitation
We work with your team to design the meeting or retreat that bests
suits your purpose. We work well with all group levels from executives
to line workers. We build rapport and have the tools to help any group
discover its own hidden resources.