On-site Delivery Experience

On-site seminars are meant to create a team experience. Most SoftSkillsPros’ on-site seminars consist of multiple modules. Each on-site module is approximately 75-85 minutes in length, unless otherwise stated. A full-day seminar typically covers 4 – 5 standard modules; a half-day seminar covers between 2 – 3 modules.

Customized on-site training may combine material from different modules or include supplementary material to meet the client’s education and training needs.

Module Description And Pricing

Service Culture Series (5 Modules):

  • Defining Service In Higher Education Environments: Defines excellent service delivery through a participant-driven assessment of organizational and individual service
  • The External Customer Concept in Higher Education: Presents three critical questions that participants apply to their customers in a way that leads to action (to improve service delivery in a tangible way). Role play exercises and higher education case studies help participants define actions that will significantly improve service delivery
  • Internal Customers: The application of three critical questions so that participants learn how to deliver excellent service within their own organizational environment; improving teamwork and internal communication
  • Service Cycles: Every time a service is delivered, there are different steps, or stages, in the delivery process. In this module, participants analyze a cycle of service delivery and identify a “critical moment” where extra attention is needed
  • Dealing with Difficult Customers and How to Say “No”: Provides practical tools for dealing with difficult customers. Application tools and exercises will model utilization of the concepts

Note: The Personality Series is an excellent complement to the Dealing with Difficult Customers and How to Say “No” module.

Management Foundation Series (4 Modules):

  • Management Essentials: Defines effective management through a highly personalized assessment tool, and provides exercises and case studies to reinforce the essential skills that all managers in higher education need to be successful
  • Management Styles: Provides an assessment for participants to discern their management style, and then utilizes actual case studies to apply the knowledge of management styles to working environments
  • Engagement and Performance: Teaches participants about the factors that influence employee engagement; and how engagement is tied to different levels of employee performance. Participants will define strategies for managing employees who are at different levels of engagement and performance
  • Employee Coaching: Assesses participants’ coaching approach within the context of the SoftSkillsPros Coaching Model©. Participants derive strategies to apply different coaching techniques to employees who are at different levels of performance and engagement

Personality and Workplace Communication (2 hour module):

  • Participants assess their personality profiles, learn about different personalities, how they interact, and the role that variables such as gender, race/ethnicity, and occupation play in this interaction. Exercises, videos, role plays, and questions shed light on effective communication across all personality types in the workplace and in personal settings

Note: The Personality Series is an excellent complement to the Dealing with Difficult Customers and How to Say “No” module from the Service Culture Series


Organizational Culture Series (2 Modules, 3 hour Series):

  • Organizational Culture: Participants assess the culture of their organization; learn about different organizational cultures within higher education, and discover how culture influences employee interaction, office function, and even service delivery. Exercises and facilitator led diagnosis help participants identify action plans to further develop organizational strengths and address weaknesses
  • Cultural Personalities: Just as there are different personality types that influence communication, so too are there different cultural personalities that interact and influence the culture of which they are a part. An assessment and questions help those interested in organizational culture learn the role of individual cultural personalities in this dynamic module

Communication Skills Series (4 Modules):

  • Communications Basics: Communication is about speaking, listening, reading, and writing. All four areas of communication are covered through scenarios, role plays and exercises
  • Nonverbal communication: Nonverbal communication can be a powerful tool for the campus professional. Body language, tone, volume, and even context communicate something. Participants will also learn about universal versus culturally based nonverbal communications
  • Communication Channels: Participants identify different types of communication channels and their appropriateness, strengths, and weaknesses within the context of the workplace. Exercises and scenarios also identify other factors that influence communication, such as the number of receivers, the content of message, etc.
  • Communicating Professionally: This module covers covers communication styles and the political implications for how one should communicate in the campus environment and how different approaches work with different constituents. Appropriate uses of email communication, when to utilize email over in-person communication, and how to filter out unnecessary information from communications will be presented in order to ensure that communications are appropriate, accurate, and well-received. Practical exercises and tips will be presented

Presenting with Power (3 hour module):

  • This application-based module teaches participants about Content, Delivery, and Staging, the three keys to a powerful presentation. Each participant prepares and delivers a unique presentation, and receives coaching and feedback (Maximum participants suggested = 10)

Time Management Series (2 modules):

  • Individual Time Management: Provides basic tools to help manage individual time, goals, and projects. An assessment helps participants understand their time management tendencies and exercises extend to current job challenges and activities
  • Project Management: Time management can be individual or group-related. Application tools, scenarios, and questions will help the participant better manage projects that involve a team

Teamwork (2 hour module):

  • The stages of teamwork surface through group-related activities. Participants assess the appropriateness of the teamwork approach, given the tasks and functions of their offices. Group dynamics are also analyzed, as they impact and affect teamwork


Organizational Change Series (4 modules):

  • What You Need to Know about Change: Change is both individual and organizational, both psychological and behavioral. Participants learn an overview of change essentials through exercises and case studies: types and phases of change, how to deal with it, and how to know whether change is necessary—all applied to the higher education environment
  • Individual Change: Ultimately, for administrators and staff alike, change is personal. Participants work through individual change strategies and explore how those align with different types of change
  • Organizational Change: Effective group and organizational change must address different aspects of the organization trying to change; this module provides tools for change leaders (both formal and informal) to manage change effectively, whether at the group, department, or division level
  • Managing Transitions: This module focuses on the granular steps that are required to successfully bring employees through change in such a way that they will be able to honor the past and become part of the process of moving into the future (change happening with them and not to them)

Conflict Resolution (3 modules):

  • Conflict Resolution Styles: Provides an assessment for participants to discern their conflict resolution style and then utilizes actual case studies to apply the knowledge of conflict styles to actual conflicts that happen in the higher education work environment
  • Conflicts and Resolutions: Participants identify different sources of conflict that commonly occur in their campus offices and then identify strategies to maximize resolution. The characteristics of the different conflict resolution styles are also examined within the context of executing different resolution strategies
  • Communicating through Conflict: Covers the stages of difficult conversations and how to maintain effective communication through periods of conflict

Note: The Conflict Resolution Series and Diversity Series work effectively together

Diversity (3 modules):

  • The Diverse Self: Participants apply the concepts of diversity to themselves (and the various roles they play) and the groups that are influential in their lives to explore how these factors impact workplace communication and service delivery
  • Cultural Values and Group Interaction: Common measures of culture values are explored but also expanded upon based on participant input. This session also encourages participants to explore how their own cultural values and group identities either facilitate or inhibit socialization and communication with others
  • Dealing with Different People: Practical steps for conversing and interacting with those who are different from oneself

Note: The Diversity Series and Conflict Resolution Series work effectively together.

Full seminar day

(4-5 modules; up to 20 partcipants)


*Pricing does not include travel

Half seminar day


*Pricing does not include travel