PUBLIC SERVICE BOARD MEETING
AGENDA ITEM
REGULAR MEETING
Wednesday, June 08, 2016
Professional Services Contract for leadership training and development of employees.
BACKGROUND
Dr. Bill Mitchell and Charlie Black of Dale Carnegie Training will provide leadership training to include materials
for employees. The Skills for Success training will assist supervisors in effectively managing employees by
strengthening people skills, enhancing communication skills, developing leadership skills, building self-confidence
and teaching them how to manage stress. The training will be conducted at the Tech H2O training facility.
EVALUATION PROCESS
Dr. Bill Mitchell has over 30 years in corporate leadership training and personnel development. He has served as
President and CEO of several large multi-million dollar corporations and has coached several Fortune 500 CEOs,
Civic and Government leaders. Charlie Black is a certified Licensed Trainer in several Dale Carnegie courses
including Leadership/Management Effectiveness. He has over 25 years in training and development and over 20
years in the Performance Improvement field. Both Dr. Mitchell and Mr. Black reside in El Paso, Texas. Dale
Carnegie is a world renowned training organization founded in 1912 that provides training in all 50 states and 80
countries.
FINANCIAL IMPLICATIONS
Sufficient funds are available in each Section’s Account Number 7260, and the funding source is the Water and Sewer
Fund.
PROPOSED ACTION REQUESTED
Approve a one-year professional services contract with Dale Carnegie Training in an amount not to exceed $120,000.
SUPPORTING DOCUMENTATION PROVIDED:
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
Resume
Proposal
Dale Carnegie Leadership Training and Development Contract
Page 1 of 1
www.dalecarnegie.com.
Dale Carnegie Training
Capabilities
Presented to:
El Paso Water Utilities
Presented by:
Charles E. Black, President
Dale Carnegie Training® of El Paso
6294 Los Bancos Drive
El Paso, TX 79912
915-772-2999
charlie_black@dalecarnegie.com
www.elpaso.dalecarnegie.com
Copyright © 2013
Dale Carnegie & Associates, Inc.
290 Motor Parkway
Hauppauge, New York 11788
All rights reserved.
Dale Carnegie Training®
Table of Contents
Portfolio ................................................................................................................................... Page 1
Dale Carnegie Traditional Time-Spaced Core Programs ..................................Page 2-3
Dale Carnegie One, Two and Three-Day Seminars ...........................................Page 4-6
Dale Carnegie Competency Based Development System .............................. Page 7-12
Dale Carnegie Live Online Training ......................................................................... Page 13
Dale Carnegie Assessment Solutions ...................................................................... Page 14
Class Management ............................................................................................................... Page 15
Feedback Mechanism .......................................................................................................... Page 16
Who We Are ................................................................................................................. Page 17-18
Global Network ................................................................................................................... Page 19
The Carnegie Performance Improvement Advantage ................................................. Page 20
The Dale Carnegie Methodology ..................................................................................... Page 21
Why Dale Carnegie Training............................................................................................. Page 22
Our Credentials ................................................................................................................... Page 24
Investment Summary ........................................................................................................... Page 25
Dale Carnegie Training®
PORTFOLIO
Dale Carnegie Training® has been delivering training to the public and private sectors
since 1912. As a result, we have an extensive collection of intellectual property,
including Leadership Development, Team Member Engagement, Customer Service, Sales
Effectiveness, Presentation Effectiveness and Process Improvement that can be delivered
in the classroom or live through on-line learning.
Dale Carnegie is structured in 3 distinct areas: Customized Corporate Solutions, Public
Programs, and Seminars.
Our Customized Corporate Solutions Division provides solutions that will bring specific
business results to organizations.
Dale Carnegie Public Programs provide longer term coaching programs that produce
significant performance changes in individuals and teams. The programs fall around our
core competencies of Leadership, Communications, Sales, Human Relations,
Presentations, and Team Development.
Our Seminar Business have one day two and three-day intense tactical coaching on
specific business areas such as conducting performance reviews, dealing with difficult
people, delegation, leading effective meetings, etc.
We have six curriculum areas that represent our core capabilities. Each curriculum area
contains a variety of modules (currently over 160) that can be delivered in 90 minutes
to 3 hours, depending on the importance of the topic and your needs.
Dale Carnegie Training®
1
Dale Carnegie Training®
Dale Carnegie Traditional Time-Spaced Core Programs
THE DALE CARNEGIE COURSE:
EFFECTIVE COMMUNICATIONS & HUMAN RELATIONS
Delivery Format: 12 Weeks, 3 ½ Hours per Week
Through a proprietary process that uses team dynamics and intra-group activities, this
course will help supervisors master the capabilities demanded in today’s tough work
environment. Participants learn to strengthen interpersonal relations, manage stress
and handle fast-changing workplace conditions. They’ll become better equipped to
perform as a persuasive communicator, creative problem-solver and focused leader.
They will develop a take charge attitude that creates confidence and enthusiasm. In
short, the course will help the participants move far beyond their comfort zones as they
stretch for and attain ambitious new goals.
The program will cover the 5 Drivers of Success:
• Build Greater Self-Confidence
• Strengthen People Skills
• Enhance Communication Skills
• Develop Leadership Skills
• Reduce Stress and Improve our Attitude
LEADERSHIP TRAINING FOR MANAGERS
Delivery Format: 7 Weeks, 3 ½ Hours per Week
Dealing with today’s challenges and changes takes more than just being a good manager.
It requires the skills of a real leader. Our dynamic action-oriented learning explores the
difference between leadership and management, the strategies for decision-making, and
the tools and techniques for communicating persuasively. But we also focus on nutsand-bolts situations that leaders face regularly: how to get buy-in for change initiatives;
how to build cooperation and trust in the workplace; how to convert new ideas into
superior results.
The program will cover 5 Drivers of Success:
•
•
•
Self Direction
People Skills
Process Skills
Dale Carnegie Training®
•
•
2
Communication
Accountability
Dale Carnegie Training®
THE SALES ADVANTAGE
Delivery Format: 8 Weeks, 3 ½ Hours per Week
Sales Advantage examines the strategic answers to today’s make-or-break selling issues.
How to win appointments with key players. Communicate proactively. Resolve objections.
Gain new referrals. Close more sales.
The Sales Advantage program delivers remarkably improved sales performance. You’ll
measure it by how your sales force handle the entire sales process - from identifying new
prospects to delivering superior follow-up service.
At the completion of this program, participants will be able to:
1. Demonstrate self-confidence needed to overcome the challenges of selling
2. Communicate value and sell from a buyer’s point of view
3. Master a consultative selling process to accelerate the sales cycle
4. Strengthen relationships by building credibility and client loyalty
5. Develop a positive attitude to generate predictable sales results
DALE CARNEGIE HIGH IMPACT PRESENTATIONS
Delivery Format: 2 Days, 8 Hours Per day
Consider some challenges: Persuading customers to buy a new product. Getting employees
to embrace a major change initiative. Urging competitors to engage in a collaborative
venture. How do companies succeed at turning such communication challenges into gains
for the business?
Dale Carnegie Training® gives business people the tools to successfully build their case. We
excel at empowering employees to communicate boldly before any constituency, under any
conditions. We deliver critical methods and tools people can use to present compelling
messages, connect confidently with any audience and help generate new growth.
At the completion of this program, participants will be able to:
1. Plan and organize professional presentations
2. Create and maintain positive impressions
3. Be more natural and relaxed when making presentations
4. Communicate ideas with clarity and force
5. Sell ideas and inspire others
Dale Carnegie Training®
3
Dale Carnegie Training®
Dale Carnegie One, Two and Three-Day Seminars
Achieve Success with Exceptional Interpersonal Skills (2 day)
Achieving Success through Human Relations Skills (2 day)
Action Oriented Leadership: Making Good Things Happen Quickly (1 day)
Business Execution: Linking People, Goals & Accountability to Drive Results (1 day)
Communication Skills for Managers (2 day)
Confident, Assertive, In Charge: Developing the Attitudes of Leadership (2 day)
Creating a Can-Do Workplace (2 day)
Creating a Positive Work Environment and Enthusiastic People (1 day)
Creating a Professional Demeanor: How to Look, Act and Sound like a Professional (1 day)
Creating an Executive Image That Wins Friends and Influences People (2 day)
Dealing Effectively with Relations and Relationships in a Family-Owned Business (1 day)
Delegation: Holding Others Accountable for Results (2 day)
Developing a Self Confident, Assertive Attitude: The Key to Success (2 day)
Developing the Confidence to Lead (2 day)
Developing the Leader in You (2 day)
Employee Engagement: How to Get It, How to Keep It! (2 day)
Get Over It: Overcoming Your Fear of Public Speaking (2 day)
Getting Rid of the Fear and Horror of Public Speaking (2 day)
Handling Difficult People and the Conflict They Create (2 day)
How to be a Confident Public Speaker (1 day)
How to Build Employee Loyalty (2 day)
How to Build Positive Relationships at Work (2 day)
How to Build Relationships and Sales through Networking (1 day)
How to Build Trust, Credibility, and Respect (1 day)
How to Coach Employees to Maximum Achievement (1 day)
How to Coach Employees to Peak Performance (2 day)
How to Cold Call and Build New Customers (1 day)
How to Communicate with Diplomacy and Tact (2 day)
How to Conquer Workplace Stress (1 day)
How to Deliver Sales Presentations That Win the Business (2 day)
How to Deliver Winning Sales Presentations (2 day)
How to Get More Face to Face Appointments (2 day)
How to Give Yourself a Promotion (1 day)
How to Hire the Right People (2 day)
How to Hold Yourself and Others Accountable for Results (2 day)
How to Inspire, Motivate, and Lead Sales Professionals (2 day)
How to Instill a Sense of Urgency in Your Organization (1 day)
How to Instill a Strong Work Ethic in Your Organization (1 day)
How to Jump Start Your Next Career (1 day)
Dale Carnegie Training®
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Dale Carnegie Training®
How to Keep Morale and Intensity Up in Spite of the Downturn (2 day)
How to Keep Your Staff Engaged, Energized & Motivated (1 day)
How to Make and Sustain a Great First Impression (1 day)
How to Manage Like a Pro: A Guide for First-Time Managers (2 day)
How to Master the Secrets of Charismatic Leadership (2 day)
How to Negotiate a Successful, Profitable Close (2 day)
How to Overcome Workplace Negativity with Enthusiasm (2 day)
How to Project a Professional Image (1 day)
How to Remember Just About Anything (1 day)
How to Replace Conflict with Cooperation (1 day)
How to Replace Family Conflict with Teamwork (1 day)
How to Replace Workplace Negativity with Enthusiasm (1 day)
How to Run Meetings that Actually Accomplish Something (1 day)
How to Say What You Mean to Get the Results That You Want (1 day)
How to Sell Like a Pro (3 days)
How to Take Charge of Your Future with a Confident, Assertive Attitude (1 day)
How to Transition Successfully from Managing to Leading (2 day)
How to Turn Buying Objections Into Selling Opportunities (1 day)
How to Turn Customers Into Loyal Fans (2 day)
How to Turn Difficult Employees into Productive Contributors (1 day)
How to Use Customer Service to Turn Transactions into Relationships (1 day)
How to Use Dale Carnegie Human Relations Skills to Deal with Difficult People (1 day)
How to Use Influence as a Leadership Tool (2 day)
How to Win Cooperation and Influence People (1 day)
How to Win Friends and Influence People in Business (2 day)
Integrative Business Negotiations: The Path to Smart Bargaining (2 day)
Interpersonal Skills for IT and Technical Professionals (2 day)
Leadership Fundamentals for New Supervisors (2 day)
Leading an Intentional Life (2 day)
Leading High Performance Teams (2 day)
Making Sales: How to Jump Start Your Selling Career (2 day)
Management Skills for New Managers and Supervisors (1 day)
Managing Across Generations (1 day)
Managing Emotional Energy at Work (2 day)
Managing without Authority (2 day)
Motivational Leadership: Managing without Authority (2 day)
New Management Skills for the Self-Directed Work Environment (2 day)
Nuts 'n Bolts Leadership in Action (1 day)
Overcoming the Five Dysfunctions of a Team (2 day)
Overcoming the Turtle Mentality: How to Thrive in Difficult Times (1 day)
Pain-Free Performance Appraisals (2 day)
People Side of Process Improvement (2 Day)
Dale Carnegie Training®
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Dale Carnegie Training®
People Skills for First Time Managers and Supervisors (1 day)
Persuasive Conversation Skills for Business Professionals (2 day)
Power Prospecting: Strategies to Increase Leads and Customers (1 day)
Project Leadership Mastery: Increasing the Motivation and Commitment of Your Team (2 day)
Public Speaking Mastery (2 day)
Resolving Conflict in the Workplace (2 day)
Sales Leadership Excellence (2 day)
Silent Selling: How to Sell More through Intelligent Listening (2 day)
Step Up to Leadership (1 day)
Strength Based Leadership Strategies for New Managers (2 day)
Successful Public Speaking (1 day)
Successfully Leading People: A Cram Course for New Supervisors (2 day)
Successfully Managing People in Projects (2 day)
The Fundamentals of Power Prospecting (1 day)
The Leadership Advantage (3 day)
The Leadership Advantage (Executive Leadership) (2 day)
Thinking on Your Feet: How to Perform Well Under Pressure (2 day)
Thriving During Difficult Economic Times (2 day)
Time Management (2 day)
Time: Maximizing Productive Time through Focus (2 day)
Time: Get Focused-Get Results-Get a Life (1 day)
Time: How to Handle Multiple Demands on Your Time (1 day)
Time: How to Make Multi-Tasking Work for You (1 day)
Time: How to Stop Wasting Time, Stay Focused, and Get Results (2 day)
Train the Trainer (2 day)
What Got You Here Won't Get You There (2 day)
World Class Customer Sales (2 day)
World Class Customer Service (2 day)
Dale Carnegie Training®
6
Dale Carnegie Training®
Dale Carnegie Training Competency Based Development System
Dale Carnegie Training can develop facilitated training components units using our
Competency Based Development System.
Based on the increasing demand from customers to provide customized training solutions to
meet their unique needs, Dale Carnegie Training® undertook the development of the
Competency-Based Development System (CBDS). A competency is an underlying
characteristic which results in effective and/or superior performance in a job. Competencies
can include knowledge, skills, and abilities needed for successful performance and results.
The CBDS is a configurable curriculum model that enhances flexibility in delivering highly
customizable training solutions that maintain a consistent look and feel. This configurability
presents a great opportunity to target the customer needs, add measurable value, increase
satisfaction, and impact key business issues.
Delivering customized training starts with identifying the client need. Our delivery
expertise falls into six Curriculum Areas, shown in the graphic below.
Within each Curriculum Area there are a series of Content Categories. The Content
Categories represent common areas within which a series of training modules may
reside. The value of this design is that it allows for Dale Carnegie Training to configure
training programs to meet specific customer requirements.
Dale Carnegie Training®
7
Dale Carnegie Training®
TeamMemberCategories:
Teamwork
ConflictResolution
InterpersonalSkills
Communication
Diversity
DealingwithStress
LeadershipCategories:
PersonalLeadership
TeamLeadership
OrganizationalLeadership
TalentManagement
PerformanceManagement
Coaching
PresentationCategories:
EffectivePreparation
DeliveringwithImpact
HandlingPressureSituations
TeamPresentations
FacilitationSkills
ExecutivePresentations
ProcessImprovement
Categories:
ProblemAnalysis
DecisionMaking
AdaptingtoChange
ChangeManagement
ProjectManagement
CustomerServiceCategories:
BuildingCustomerLoyalty
TelephoneService
InternalCustomerService
BuildingCustomerPartnerships
ServiceBasedSelling
LeadingaServiceOrganization
SalesCategories:
ClientDevelopment
OutsideSalesSkills
InsideSalesSkills
ExecutiveSellingSkills
SuccessfulNegotiations
ProfessionalSalesManagement
24 Competencies
Accountability
Adaptability
Attitude
Change Management
Creative Thinking
Communication
Conflict Resolution
Customer Acquisition
Customer Experience
Decision making
Diversity
External Awareness
HR Management
Influence
Initiative
Interpersonal Skills
Leadership
Management Controls
Professionalism
Results Oriented
Stress Management
Teamwork
Values
Vision
All CBDS modules are designed to be delivered in 90 minutes to three hours (or even a full day),
depending on the importance of the topic. A trainer can cover four modules in a standard
workday or cover less material in greater depth. For example, one client in the banking business
introduced performance appraisals for the first time, and we delivered a full day of training on
conducting effective performance reviews.
Dale Carnegie Training®
8
Dale Carnegie Training®
DALE CARNEGIE CBDS MODULES
Account Development
Adjust to Change
Analyze Problems and Make Decisions
Attitudes for Service
Avoid Burn Out
Being a Contributing Team Member
Bringing Conflict into the Open
Build Trust, Credibility, Respect
Building Employee Engagement
Business Professionalism 101
Change Engagement
Coach for Performance Improvement
Coaching a Service Team
Coaching for Skill Development
Coaching Salespeople
Coaching: Supportive and Directive Approaches
Communicate to Lead
Communicate with Different Personalities
Communicate with Diplomacy & Tact
Communicating Across Generations
Communication Strategies
Complaint Resolution
Conflict - Maintaining Emotional Control
Conflict as a Growth Opportunity
Conflict Management
Conflict Mediation
Conflict to Collaboration
Confrontational Questions
Create Loyal Customers
Creating a Customer Focused Organization
Creating Organizational Impact
Cross and Up Selling
Customer Follow Through
Customer Value Solutions
Dealing with Difficult Team Members
Delegation
Developing Personal Leadership
Disagree Agreeably
Diversity: Global Travel
Effective First Impressions: Face to Face
Emotional Control
Dale Carnegie Training®
9
Dale Carnegie Training®
Ending a Successful Team
Establish Return on Investment
Establishing an Effective Team
Ethical Leadership
External Partnerships
Facilitate for Group Results
Feedback: Supportive and Corrective
Focus and Discipline
Foundation for Consultative Selling
Foundation for Success
Generate Customer Interest
Generate Interest through Informed Discovery
Handle Mistakes
Hiring Salespeople
Innovation
Interest
Internal Conflict Resolution
Internal Customer Service
Interpersonal Competence for Career Growth
Interpersonal Competence: Best Practices
Interpersonal Competence: Connect with Others
Interpersonal Competence: Enhance Teamwork
Interpersonal Competence: Influence Change
Interpersonal Skills for Facilitators
Keep Stress and Worry in Perspective
Lead Change without Authority
Lead Effective Meetings
Leadership Communications
Leadership Styles and Tendencies
Leading Strong Teams
Leveraging Diversity
Listening Skills for Boosting Communication
Manage Change Effectively
Manage Customer Expectations
Managing Across Generations
Managing Diversity
Managing Stress
Master the Selling Process
Mentorship: Creating a Partnership
Mentorship: Launching an Initiative
Motivation
Motivational Leadership
Dale Carnegie Training®
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Dale Carnegie Training®
Motive & Commitment
Multi-tasking
Negotiations Analysis
Negotiations Mastery
Negotiations: Bargain and Agree
Negotiations: Leveraging Personality Styles
Negotiations Presentation
Negotiations: A Human Relations Approach
Negotiations: Collaborating
Network through Community Service
Network to Build Business Connections
Networking to Build Your Personal Brand
Networking to Promote Your Organization
New Employee Orientation
Objections
Overcome Obstacles
Performance Appraisal
Performance Defined
Pipeline and Territory Management
Planning
Planning Presentations
Present to Gain Input
Present to Inform
Present to Persuade
Presenting as a Team
Presenting Solutions to Buying Teams
Presenting to a Team
Presenting with Impact
Presenting with Visual Impact
Process Improvement
Project Planning
Prospecting Strategies
Rapport
Rapport: Becoming a Trusted Advisor
Recruiting Salespeople
Referrals
Sales Meetings
Sales Performance Defined
Service to Sales
Share the Glory
Solution
Staying Positive in the Face of Lay Offs
Dale Carnegie Training®
11
Dale Carnegie Training®
Strategic Planning
Stress Reduction through New Work Habits
Successful Sales Leadership
Succession Planning
Suggestion Selling
Sustaining Measurable Success
Talent Selection - Criteria & Screening
Talent Selection - Interviewing
Team Building
Team Building Basics
Team Change Engagement
Team Member Engagement
Team Presentations
Team Problem Solving and Decision Making
Telephone Skills - Inbound
Telephone Skills - Outbound
Telephone Skills: Inbound and Outbound
Time Control to Work on Your Business
Time Management
Training Design and Evaluation
Uncover Sales Opportunities
Understanding Diversity
Understanding Generational Diversity
Valuing Diversity
Vision, Mission, Values
Visionary Leadership
Vocal Skills and Body Language
Work with Difficult People
Work-Life Balance
Dale Carnegie Training®
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Dale Carnegie Training®
Dale Carnegie Live Online Training
Live Online Training from Dale Carnegie features 150 modules covering 6 curriculum
areas and 24 professional competencies. Each module is delivered as a workshop, and
workshops may be combined to create highly tailored seminars.
Live Online Workshops: Two- or three-hour high-impact sessions that provide
ample opportunity to practice and learn from peers. Online Workshops are available in
over 160 topics, all aligned to key work-place competencies.
Live Online Seminars: Combine several workshops into a series of sessions
developing targeted competencies over several weeks or months. This format promotes
application and accountability to ensure that new habits and skills are developed.
Our Live Online Training is delivered by an experienced Dale Carnegie Trainer,
ensuring these participant benefits:
•
•
•
•
Practice skills using examples from your work environment.
Get coaching from the trainer and ongoing feedback from the other participants.
Small group breakout sessions
Interactive, facilitated activities
Platform – Technical Capabilities and Flexibility
Dale Carnegie’s platform of choice for the delivery of Live Online Training is Adobe
Connect. The platform is accessible from any internet connected computer. Some of
the benefits of using Adobe Connect include:
•
•
•
•
Advanced Chat which allows a natural flow of conversation during the course
between participants and with the trainer and producer.
Enhanced white board for collaborative discussions and brainstorming of ideas.
Integrated audio allows participants to connect to the audio bridge easily and see
who is talking.
Breakout rooms are used in courses to allow small groups to work together and then
come back to the main training room to report their results.
Other features such as polling, desktop sharing, web video, recording and more
make the Dale Carnegie Live Online programs flexible, robust and engaging online
training.
At your request, Dale Carnegie Live Online Training can also be delivered via other web
conferencing tools such as WebEx, GoTo Meeting, LiveMeeting and others.
Dale Carnegie Training®
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Dale Carnegie Training®
Dale Carnegie Assessment Solutions
Dale Carnegie Assessments provide clients an opportunity to target training outcomes
to specific organizational, talent management and learning goals and objectives. Dale
Carnegie’s Organizational Development Team provides a full range of assessments.
OrganizationNeeds
Assessments
TalentManagement
Assessments
TrainingEnhancement
Assessments
PerspectivesAssessments–
Toolsforuncoveringand
clarifyingorganizationlevel
needsaroundkey
performanceissues.Usefulin
theInquiryandInvolvestages
oftheconsultativeiMap
processtoengageacross
sectionofanorganization’s
personneltogiveinputto
criticalneeds.
ProfilesInternational
Assessments–Acomplete
arrayoftoolstoaidin
selectionandperformance
assessmentaspectsofan
organization’stalent
managementefforts.Useful
insupportingeffectivehiring,
coaching,development,
promotionofkeypersonnel.
Insights360–Aseriesoftools
aimedathelpingparticipants
gainthemostfromtheDale
Carnegie®trainingexperience.
Providesparticipantswith
inputtohelpthempreparefor
aneffectivetrainingprocess,
gainthemostduringthe
training,andmeasureprogress
inbehaviorchangeafterthe
trainingiscompleted.
Accelerated Learning Process
Dale Carnegie Training’s Accelerated Learning
Process used in leadership development
programs for customers provides a hands-on,
behavioral approach with practice and
simulation. Based on the philosophy that real
growth and change take time, this process
incorporates solid principles with rigorous
coaching. These programs are not about
abstract concepts or theory – they are about
permanent, meaningful changes in behavior (i.e.
how to capitalize on individual and team
strengths or how to build accountability and
external awareness).
The Accelerated Learning Process builds on the
participants’ experiences and ensures your organization has a process in place that
accelerates the development of well-trained, experienced and high-performing
employees.
Dale Carnegie Training®
14
Dale Carnegie Training®
Class Management:
To serve our global network of 150 offices (in 80+ countries) better and to streamline
processes, Dale Carnegie Training integrated Order Central, a Web-order management
tool for Microsoft Solomon. This integration streamlined the global network process to
order materials and review the status of their orders over the Internet.
Dale Carnegie Training maintains a global network of 150 offices (across 80+ countries)
that place, on average, more than 200 multiple-item orders each week. Order Central
allows us to provide our franchisees with an easy-to-use interface that connects to the
powerful back-end accounting control and inventory management capabilities of
Microsoft Solomon.
Dale Carnegie Training tracks all of its classes and student information using an
Enrollment Management Software – Client Builder. Client Builder is a customized web
application intended for use by licensed Dale Carnegie & Associates, Inc. Franchisees
only. The Client Builder Enrollment Management Software is designed to enhance
student enrollment and reporting capabilities for Dale Carnegie Training® and Dale
Carnegie clients. The Client Builder system is used by Dale Carnegie to provide the
following reports to clients:
• Student and Enrollment data
• Class and Course data
• Attendance/Award reports
Companies and organizations that sign a strategic account have the ability to create their
own Microsite. The Microsite handles all enrollments for the company and gives the
company the ability to be billed from one central location.
The Dale Carnegie Global Service Group uses Adobe InDesign, Adobe Illustrator, and
Adobe Acrobat for graphic design and customization of more than 1,100 training
projects per year.
Dale Carnegie Training®
15
Dale Carnegie Training®
Feedback Mechanism:
The training offered by Dale Carnegie Training® incorporates Dale Carnegie Program
Evaluations which are conducted globally by the Strategic Measurement & Evaluation
team at Dale Carnegie & Associates. This evaluation was designed, researched, and
validated by Motorola University. We anticipate customer expectations and adapt our
training programs to the ever-changing requirements of private and public sector
organizations worldwide.
The benefits to conducting Program Evaluations are:
•
•
•
•
•
A proxy for customer satisfaction
Relevance of the training to the participant’s job
If the training has helped the participant increase their ability to perform their job
Quality of the trainers
Overall satisfaction with the training experience
For the last four years, Dale Carnegie Customized Training programs were rated by
participants over 99% “meeting expectations” and 83% “exceeding expectations.” This
track record of satisfaction means that the feedback from the first-line and senior
leaders will be positive and you will get measurable results with Dale Carnegie
Training®.
To ensure customer satisfaction and continuous process improvement, Dale Carnegie
Training® provides organizations with the results from each class as well as cumulative
reports.
Dale Carnegie Training®
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Dale Carnegie Training®
Who We Are
Founded in 1912, Dale Carnegie Training® has evolved from one man’s belief in the
power of self-improvement to a performance-based training organization with offices
worldwide. It focuses on giving people in the public and private sector the opportunity
to sharpen their skills and improve their performance to build positive, steady,
measurable results.
Headquartered in Hauppauge, New York, Dale Carnegie Training® is represented in all
50 of the United States and in over 80 countries, and is dedicated to serving its clients
throughout the world.
Dale Carnegie Training® serves the public and private sectors in 160 locations
worldwide and provides its clients with the resources of 3,000 trainers and consultants.
Each has undergone rigorous training to become certified in the Carnegie Process. Each
is also required to take re-certification training annually. These expert practitioners
shape the Carnegie body of knowledge into tools you and they can use to co-create the
high performance, customer oriented teams you desire.
Over seven million individuals have participated in Dale Carnegie Training®, many of
whom participated specifically to strengthen their ability to:
•
Build teamwork
•
Enhance customer focus
•
Develop leadership
•
Generate enthusiastic cooperation from others
•
Motivate others to peak performance
•
Communicate persuasively
Dale Carnegie Training®
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Dale Carnegie Training®
“We support the growth of successful organizations by creating successful
individuals through training and development solutions.”
More than eight million graduates worldwide
Training implemented in over 400 of the Fortune 500 corporations
Flexible projects with condensed or space learning format
In business since 1912 and financially sound
Proven system for developing high quality trainers
Expertise from local and global resources
Over 2,700 carefully selected professional trainers in more than 80 countries
Programs in more than 30 languages
We thrive on customizing our products to fit your needs
Management involvement in application reinforcement
ISO 9001 Certified—Continuous Improvement processes to ensure quality
Dale Carnegie Training®
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Dale Carnegie Training®
Global Network
Partial Listing of Worldwide Locations:
Africa & Middle East
Europe
Central & South America
Bahrain
Egypt
Israel
Kuwait
Lebanon
Morocco
Qatar
South Africa
United Arab Emirates
Austria
Belgium
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Luxembourg
Netherlands
Northern Ireland
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
Turkey
Argentina
Bolivia
Brazil
Chile
Ecuador
Guyana
Paraguay
Surinam
Uruguay
Venezuela
Asia, Australia &
Pacific
Australia
Brunei
China
Guam
Hong Kong
India
Indonesia
Japan
Macau
Malaysia
New Zealand
Philippines
Singapore
South Korea
Taiwan, R.O.C.
Thailand
Dale Carnegie Training®
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Dale Carnegie Training®
The Carnegie Performance-Improvement Advantage
At the core of the Dale Carnegie Training® Process is a four-phase approach that
coaches participants through a performance improvement cycle.
Attitude Change
Top performers possess the right attitude and skills. We will continuously motivate
your employees to strive to surpass their goals. We will assist your employees to
envision what they can become, thus creating a positive, enthusiastic attitude.
Knowledge
We provide participants with information, tools, and strategies for success. The Dale
Carnegie Training® Principles and Drivers of Success lay a strong foundation for
development.
Practice
We will immerse your people in real-world challenges. Participants will stretch their
comfort zones to include results-producing skills, activities, and tasks. We encourage
and teach individuals to apply their newly acquired skills in real-world situations.
Skill
We will adapt to the needs of the class participants, observing their growth along the
way. Then, we teach them to put it all together to breakthrough performance.
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Dale Carnegie Training®
The Dale Carnegie® Methodology
The Cycle of Performance-Improvement creates a culture for learning and behavior
change:
Participative: Adults learn by doing. Active involvement, rather than lecture-based
training produces optimal results. Dale Carnegie Training® will emphasize skills over
knowledge. Knowledge is important as an entryway to skill development, but for
success, we must practice new skills. It’s not so much what we know, but what we can
do with what we know, and our attitude toward doing it!
Positive: Research has shown that adults learn quicker, are more likely to position
themselves for breakthroughs, and enjoy longer lasting results in a positive
environment—an environment where we can try new things and build off of our
strengths. Dale Carnegie firmly believed that a person is made up primarily of strengths.
For some of us, this may be a welcome change!
Permanent: Training is conducted over a period of time resulting in new habits that will
remain with you long after the training is complete.
Practical: Instead of role-playing, participants apply the training tools to their current
business reality. Some participants say, “If I get one idea from this seminar, it will be
worth my time.” It is not enough! Great things will happen in the classroom, but what
really matters is what we apply in the real world to produce real breakthroughs! The
principles we’ll be working with have been tested. They work. They have been proven!
Pushes the Comfort Zone: What comes to mind when you hear the term comfort
zone? We define it as “the mental home in which we live.” Most of us prefer to
associate with people who are within five years of our age, similar socioeconomic
background, work, values, etc. The challenge is that opportunities often lie outside our
comfort zone.
We may know something is outside of our comfort zone when we hear that voice in
the back of our heads say, “Oh! I could never do that!” The single most limiting factor
in an adult’s life is often the size of their comfort zone. Our goal is to gently and
persistently stretch our comfort zone by developing more confidence/flexibility, so that
we can take advantage of new opportunities. A breakthrough is typically far outside our
comfort zone.
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Dale Carnegie Training®
Why Dale Carnegie Training®?
At a certain point in the evolution of your business, it is beneficial to seek outside
resources to introduce new ideas as well as experience and the expertise that may not
exist in your organization in particular areas of training.
Dale Carnegie Training® from a Business Perspective
We have established experience in the training of organizations that seek to bring out
the best in their employees. In large and small companies, in various industry segments,
we are the trainer of choice when it comes to assisting companies in creating
competitive advantage through the development of their greatest resource—their
people.
Dale Carnegie Training® from a Learning Perspective
We understand adult learning—it is our specialty. It is very important to combine
theory with practice and personal accountability or you will not get the desired results.
We recommend a hands-on working environment in every session. Our techniques will
keep your people attentive and motivated. Each participant will be held accountable in a
variety of ways to increase their leadership skills and improve interactions with others.
Dale Carnegie Training® draws from its extensive classroom experience to facilitate
learning in a variety of contexts. Participants are encouraged to make connections
between classroom learning and professional interaction at work. We emphasize the
business relevance of training concepts, which facilitates understanding and behavior
change.
We excel in translating learning concepts into everyday business issues. Building
competency in leadership, teamwork, and communication in a hands-on environment
allows individuals to analyze these skills from a new perspective. By facilitating the
transfer of training, participants are better poised to change related behaviors and
improve performance.
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Dale Carnegie Training®
Dale Carnegie Training® Is Experiential
Our experience has taught us that to be effective, training must be interactive and
participatory. Skills are learned through practice. They are not learned by listening to
lectures and tapes or by reading books and magazines.
Our Training Solution is interactive and participatory. Participants are assumed to be
actively working so they can apply the training concepts learned in the classroom with
their clients and prospects in the field.
Trainers will use a balance of presentation, practice, coaching, open discussion, and reallife experiences to help the participants to improve their skills “in the moment.” In this
environment, participants apply the training and can produce results. Participants are
held accountable for results in a positive way. Best practices are shared. New habits
and skills are developed over time.
Dale Carnegie Training® Is Consultative and Relationship-Focused
For more than 90 years, the focus of all Dale Carnegie Training® has been on improving
relationships by focusing attention on others.
Underlying Dale Carnegie Training® programs are the 30 human relations principles as
described in How to Win Friends and Influence People. These time-tested principles help
individuals build relationships by focusing on the needs, concerns, and interests of the
other party.
This focus on others is the key to building meaningful professional relationships as well
as maximizing productivity and business opportunities for the organization.
Dale Carnegie Training® Produces Exceptional Results
Your employees stretch beyond their comfort zones to become leaders in the industry.
Participants will learn to develop new management skills, express themselves with
confidence and clarity, contribute more productively, and above all become better
leaders! Their newly acquired skills will make a significant impact on their working
environment maximizing their contribution to the organization.
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Dale Carnegie Training®
Our Credentials
Accrediting Council for Continuing Education and Training (ACCET)
Dale Carnegie Training® has been accredited by ACCET and, as a result, graduates can
each receive Continuing Education Units (CEU) for our standard courses. The term
CEU is a term used to identify a nationally-recognized unit of achievement which may be
used as evidence of increased performance capabilities and for job advancement.
Accreditation—American Council on Education (ACE)
Dale Carnegie Training® programs are in compliance with the rigorous control
standards required by ACE and, as such, are considered college level quality. ACE
determined that Dale Carnegie Training® processes, quality of instruction, and results
were of the highest quality in the training industry. In view of this, ACE is
recommending to colleges and universities throughout the United States that Dale
Carnegie Training® graduates receive transfer college credits.
Accredited Institutions of Postsecondary Education (AIPE)
Dale Carnegie & Associates and all ACCET accredited sponsors are listed in the ACE
directory of Accredited Institutions of Postsecondary Education (AIPE). The AIPE
directory is used by many corporations as a reference in determining eligibility for
corporate tuition support. An advantage of being listed in the AIPE directory is that our
listing recognizes our training as being on par with the most prestigious colleges and
universities.
ISO Certification
Dale Carnegie’s® Product and Trainer Development management systems have been
ISO 9001 certified since 1998 through Bureau Veritas. Bureau Veritas is an
internationally recognized and well respected ISO registrar that provides objective third
party review through semi-annual audits. The scope of our ISO 9001 certification
includes our Product Development, Assessment and Measurement, Carnegie
University—Trainer Development and Certification, Internal Sales Training, Product
Customization, and Internal Consulting Systems.
Quality of Delivery
Dale Carnegie ® Trainers are experienced professionals with real-world experience. In
order to become a Dale Carnegie® Trainer, candidates are rigorously coached and
trained in order to reach the Dale Carnegie Training® standard. In order to be qualified,
a trainer must have significant experience in front of groups delivering presentations, as
well as completed a rigorous certification process. This means that the Dale Carnegie®
Trainers will be of the highest standard in the training industry.
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Dale Carnegie Training®
Human Resource Certification Institute (HRCI)
TheHumanResourceCertificationInstitutehasapprovedDaleCarnegieTraining®asa
ContinuingEducationtrainingprovider.
HRCIhasapprovedthefollowingDaleCarnegiePrograms:
TheDaleCarnegieCourse 18GeneralCredits
HighImpactPresentations 12GeneralCredits
LeadershipTrainingforManagers 18GeneralCredits
TheLeadershipAdvantage 18StrategicCredits
Project Management Institute (PMI)
TheProjectManagementInstitutehasapprovedDaleCarnegieTraining®asaRegistered
EducationProvider(R.E.P.)TheLeadershipTrainingforManagersprogramhasbeen
approvedbyPMIfor18Category3ProfessionalDevelopmentUnits(PDUs).TheDale
CarnegieCoursehasbeenapprovedbyPMIfor42Category3ProfessionalDevelopment
Units(PDUs).DaleCarnegieCourse:SkillsforSuccesshasbeenapprovedbyPMIfor18
Category3ProfessionalDevelopmentUnits(PDUs).TheHighImpactPresentations
Programisapprovedfor16Category3PDUs.
RegisteredProjectManagerProfessionals(PMPs)canreceiveProfessionalDevelopment
Units(PDUs)forotherDaleCarnegieTraining®programs,basedontheProject
ManagementCategory4TrainingOption.TheCategory4TrainingOptionallowsPMPs
toearnPDUsbyattendingrelevanteducationalprogramsofferedbyorganizationsthat
arenotregisteredwiththeProjectManagementInstitute(PMI).ThePDUsare
calculatedat1foreveryhouroftraining.
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Dale Carnegie Training®
INVESTMENT SUMMARY
EXECUTIVE LEVEL
•
•
•
CUSTOM PRICING EPWU
GAP ANALYSIS/B.I.D. DESIGN
DELIVERY OF 3 DAY PROGRAM SKILLS FOR SUCCESS
COACHING AND EVALUATIONS
$3,000.00
$1,995.00
LOWER TO MID-LEVEL MANAGERS
•
•
•
N/C
$ 1,795.00 X 11
N/C
$ 19,745.00
CUSTOM PRICING EPWU
GAP ANALYSIS/B.I.D.
DELIVERY OF 12 WEEK SKILL FOR SUCCESS
COACHING AND EVALUATIONS
$ 7,500
$1,995.00
N/C
$1,795.00 X 50
N/C
$ 89,745.00
•
SHOULD ANY PORTION OF SERVICES FAIL TO COMPLY, DALE CARNEGIE
TRAINING AGREES TO REMEDY THE FAILURE TO COMPLY PROMPTLY AT IT'S
OWN EXPENSE
•
PAYMENTS ARE DUE ON OR BEFORE SESSION ONE. THANK YOU FOR THE
OPPORTUNITY TO BE OF SERVICE!
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