Star Achievement Series Presentation Nov 2008 Final

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12 part course developed by Joan Burge, used for training and development on-site with your administrative professionals

12 part course developed by Joan Burge, used for training and development on-site with your administrative professionals

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  • 1. Star Achievement® is more than a training program. It is a way of thinking… being… and performing.
  • 2. What Is the Star Philosophy? It is a PHILOSOPHY that says to each person: “You have the potential to be a Star Performer at work. It takes the right combination of: ♦ SKILL - Learning new business and people skills, and enhancing those you already have. ♦ ATTITUDE - Achieving and maintaining a positive attitude about your employer, co-workers, clients and self. ♦ TEAMWORK – Participating in and contributing to various team relationships in and out of the organization. ♦ STRATEGY - Setting goals, cultivating networks and knowing that a Star professional image gives you the edge and promotes success.
  • 3. The Star Philosophy is about…
    • ♦ Self-respect and respect for others.
    • ♦ Core values: teamwork, honesty, integrity and opportunity.
    • ♦ Effecting cultural change.
    • ♦ Taking personal responsibility, and being accountable for one’s actions.
    • ♦ A high standard of performance.
    • ♦ Personal transformation and behavioral change.
    • … And it is a reinforcing philosophy.
    • It is a way of thinking… being… and performing!
  • 4. Star Performers “ Star Performers are professionals who continually seek new ways of doing things, create better techniques to improve performance and realize they are on a journey that never ends. They know that who they are today is not all they are capable of becoming. They are committed to change – and they think of their organization as a business earning a profit vs. a department spending a budget.” ~ Joan Burge, Founder & CEO of Office Dynamics and Creator of the Star Achievement Series ®
  • 5. Your Organization As each individual is transformed, the business culture is transformed. Amy Liz Pat Rich Mary Tom Pete Dan Legal Human Resources Corporate Finance Communications Jack Ron
  • 6. Benefits of Program
    • Enhances fundamental skills and develops advanced business skills that enable employees to contribute even more to their organization’s efforts and success.
    • Turns potential talent into demonstrable competence; results in staff who are equipped to move beyond task work to higher-level functions.
    • Increases individual productivity and effectiveness; immediate application to job.
    • Decreases stress levels within the office and increases personal job satisfaction for participating employees and those they work with.
    • Ensures employees anticipate and meet the increasing demands of today’s changing workplace.
    • Pinpoints and capitalizes on unique personalities and abilities.
  • 7. Benefits (continued)
    • Teaches employees to thrive in their chosen professions.
    • Has a positive domino effect on other employees, who witness graduates’ improved performance and continuing success.
    • Encourages employees to become increasingly enthusiastic about their contributions in the workplace.
    • Shows staff that they have the ability and opportunity for even greater contributions.
    • Instills the skills that will be needed in the future.
    • Increases productivity on both the managerial and support staff level.
    • Prepares employees to “roll with the punches and emerge standing” as challenges continue to arise.
  • 8.
    • Develops “intangibles” that will improve employees’ overall performance and outlook:
    • - Self-confidence to try new things.
    • - Creativity and teamwork.
    • - Well-rounded performance.
    • - Desire to learn and develop skills continuously to become even better at their jobs.
    • - Self-motivation to take action and work to full potential.
    • Teaches entire staff the same philosophy and proven best practices.
    • Provides a complete educational path.
    • Changes employees’ old, outdated paradigms about work and career.
    Benefits (continued)
  • 9. Testimonial 1 As chief executive officer of a large health benefits company, I can testify to the importance of the executive assistant role and to the value Joan has brought not only to the profession as a whole but to the many Humana executive assistants who have grown, changed and successfully assumed expanded responsibilities through her Star Achievement Series ® program over the past few years. With her trademark combination of hard-minded, research-based advice and her unparalleled respect for the profession’s importance, she instills – with wit and enthusiasm – the courage to excel. Michael B. McCallister President and Chief Executive Officer Humana, Inc.
  • 10. Testimonial 1 As chief executive officer of a large health benefits company, I can testify to the importance of the executive assistant role and to the value Joan has brought not only to the profession as a whole but to the many Humana executive assistants who have grown, changed and successfully assumed expanded responsibilities through her Star Achievement Series ® program over the past few years. With her trademark combination of hard-minded, research-based advice and her unparalleled respect for the profession’s importance, she instills – with wit and enthusiasm – the courage to excel. Michael B. McCallister President and Chief Executive Officer Humana, Inc.
  • 11. Testimonial 1 As chief executive officer of a large health benefits company, I can testify to the importance of the executive assistant role and to the value Joan has brought not only to the profession as a whole but to the many Humana executive assistants who have grown, changed and successfully assumed expanded responsibilities through her Star Achievement Series ® program over the past few years. With her trademark combination of hard-minded, research-based advice and her unparalleled respect for the profession’s importance, she instills – with wit and enthusiasm – the courage to excel. Michael B. McCallister President and Chief Executive Officer Humana, Inc.
  • 12. Testimonial 2 I love teaching Star! The managers and peers of those who have and are taking this course indicate that they definitely see a “huge difference” in the way those administrators are performing. Debbie Gross Chief Executive Assistant to John Chambers Chairman and CEO, Cisco Systems, Inc.
  • 13. Testimonial 3 The Star Achievement Series ® is a quality program that has been tested in various departments within USAir… and one that consistently received high ratings . Ann Amorose Director, Customer Services Training & Development US Air
  • 14. We are happy to say the Star Achievement Series ® had a very positive impact on both the participants as well as the managers. We conducted numerous feedback sessions while the program was being conducted. Here are some of the benefits seen as a result: ♦ improved critical thinking skills ♦ more confidence in decision making and problem solving ♦ improved communication skills ♦ more confidence and assertiveness skills, and ♦ improved self-esteem. I was fortunate to observe the program and witnessed significant learning on a professional and personal level. Leslie Norton Training & Organizational Development Consultant The Children’s Hospital of Philadelphia Testimonial 4
  • 15. Overview
    • Tri-level, 12-module series based on the Star Achievement philosophy.
    • Modules follow four main components that Star Achievers must develop to be successful: skill , attitude , teamwork and strategy .
    • Unique combination is the backbone of the curriculum.
    • Addresses more than 40 interpersonal and self-development topics.
    • Covers basic to advanced competencies necessary for outstanding job performance.
    • Establishes professionalism, elevates standards of performance and heightens awareness of interpersonal tools.
    • Gives employees the behavioral incentive to continue their growth.
  • 16.
    • Authored by Joan Burge, founder and CEO of Office Dynamics, and a renowned expert on workplace effectiveness and administrative excellence. Joan’s 36 years of experience in the field adds tremendous value and credibility to the program, assuring buy-in from participants.
    • Philosophy-based program. While the Star Achievement Series ® may cover topics offered by other training firms or internal programs, the difference is the unique, overall philosophy on which this program is built . The Star Philosophy is woven throughout all the modules. When participants understand and embrace the philosophy, they use it long after the training is over – benefiting themselves and your business.
    • A 16-year proven track record, including eight years of field testing; evaluated by thousands of professionals, training and development directors, human resource experts, managers and high-level executives.
    Outshines Other Programs
  • 17.
    • Research-based, competency-driven curriculum written from Joan’s personal experiences and education. She also spent seven years researching and field-testing this program nationwide – and Office Dynamics continues to test its validity regularly.
    • Designed specifically for administrative staff and other support professionals. (Not a management program tweaked to fit office staff.)
    • Joan Burge is the Master Trainer of the Star Achievement Series ®. She has been teaching the program for 16+ years nationwide to large and small organizations, and to office professionals at every level.
    • Goes well beyond traditional, “basic skills” training. Prepares employees for real-world, 21 st -century office challenges.
    • Office Dynamics’ certified training staff available to assist you.
    Outshines Other Programs (cont’d)
  • 18.
    • High-energy curriculum and interactive sessions. The series focuses on innovative methods of teaching – including role-plays, presentations, exercises, timed activities, puzzle assembly, value auction, group discussions and more.
    • Manager Orientation and Accessory programs available.
    Outshines Other Programs (cont’d)
  • 19. “ Long-term change requires behavioral change. And changing an employee’s behavior requires repeated exposure to the desired skills and attitudes in order to be effective. The Star Achievement curriculum was designed as a Series for this reason.” ~ Joan Burge, Founder & CEO Office Dynamics Worthwhile Investment Star Achievement is a tri-level, 12-part comprehensive program promoting interpersonal and professional excellence!
  • 20. Course Materials
    • Comprehensive workbooks:
    • - For class use and individual study.
    • - Reference manuals between and after classes.
    • - Action Items and Follow-up Activities expand learning process.
    • - Star Savers ™ provide quick tips that can be applied right away.
    • - Resources are listed for individual, continued learning.
    • Official Star Achievement Series ® Certificate of Completion (optional).
    • Custom-designed, four-star pin for graduates (optional).
    • Manager’s Follow-up Activities ensure training is reinforced (optional).
    • Interim Activities reinforce Series’ concepts (optional).
    • Motivational lapel pins or Star Momentums ™ available (optional).
  • 21. Star Achievement Series®
  • 22. Level I, Module 1 (Attitude) Be A Star Achiever ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: None
    • Overview :
    • A person’s attitude is a fragile, delicate thing. It can be easily broken by poor self-image, or it can become hard and cold. Attitudes are also susceptible to outside forces, such as family, co-workers and society. Yet they are the foundation upon which our work performance, productivity, relationships and health are built. When employees feel hurt, angry or put down, they cannot do their jobs well. Therefore, it’s important to help them guard and protect positive attitudes – among their most important assets to success in the workplace.
    • Participants will learn to :
    • Choose the attitudes they want and need to embrace for success.
    • Achieve and maintain positive attitudes about employers, managers, co-workers, customers and themselves.
    • Focus on self change vs. changing others.
    • Overcome intimidating situations or people.
    • Recognize and conquer fears that hold them back from advancing in their careers.
    • Accept criticism as a tool to grow.
    • Deal with difficult people in a tactful and professional manner that gets positive results.
  • 23. Level I, Module 2 (Skill) Star Achieving Techniques ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: None
    • Overview :
    • In today’s work environment, employees can no longer be merely “good” at the basics. They must be brilliant at the basics! Core business skills, such as communication and time management, are key to developing Star Performing employees with advanced skills that add even more value to the workplace. Today’s office environment is busier than ever before. Almost all employees are managing more projects and juggling priorities with increased pressure for high-quality work. Knowing one’s strengths and areas for growth, along with upgrading fundamental skills, are paramount in today’s fast-paced office.
    • Participants will learn to :
    • Embrace the Star Achievement philosophy.
    • Assess current skill levels, and identify areas for growth.
    • Record winning personal voice-mail messages.
    • Leave succinct voice-mail messages.
    • Write effective e-mails.
    • Cut the length of phone calls by 40%.
    • Tap into another person’s communication style to build rapport.
    • Execute and facilitate successful meetings.
    • Manage and prioritize tasks.
    • Challenge and improve current processes that no longer work.
  • 24. Level I, Module 3 (Teamwork) Building A Star Team ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: None
    • Overview :
    • Managers rely on their staff for everything from project follow-through to ensuring internal and external customers are served appropriately. A manager’s daily effectiveness is
    • increased or decreased depending on the staff’s skill, knowledge and ability. Employees
    • are dependent on managers to provide clear, specific direction. They need managers to communicate their expectations well so they can effectively meet those expectations. Star Teams don’t just happen overnight. They are created. Most often, the responsibility for building a stellar team is placed upon administrative or support professionals.
    • Participants will learn to :
    • Embrace the qualities of good team players.
    • Clarify their manager’s expectations and perceptions.
    • Communicate accurate, timely and relevant information.
    • Initiate conversation with their managers.
    • Explore hidden communication and its effects on team relationships.
    • Give positive feedback to their managers.
    • Listen, not just hear.
  • 25. Level I, Module 4 (Strategy) Reaching Stardom ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: None
    • Overview :
    • Good skills, a positive attitude and strong team relationships are three keys to being a Star Achiever. There is a fourth key to reaching stardom – having a strategy for actualizing your professional self. It is your responsibility to set career goals, to build networks helping you achieve those goals and to reflect a professional image. In today’s highly competitive marketplace, when you might be equal in skills and attitudes to others, what will give you the competitive edge? What will make you stand out, shine and be different?
    • Participants will learn to :
    • Navigate their careers through goal setting.
    • Align professional goals with organizational and department goals.
    • Turn obstacles into opportunities.
    • Cultivate internal and external networks. Contacts count!
    • Expand their network.
    • Get their unique talents noticed at work.
    • Present a powerful professional image.
    • Enhance credibility through visible presentation.
  • 26. Level II, Module 1 (Attitude) Be a Shining Star ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I Attitude Module
    • Overview :
    • Work has become increasingly demanding in all professions, as emphasis in the workplace shifts from individual, specialized performance to multi-functional, generalized performance. Although many employees are in specialized positions, many more are moving into roles that require flexibility and diversified skills. Across industries and professions, employees are being asked to do more work, fulfill various roles, support multiple managers, and still maintain high levels of quality. As a result, interpersonal skills and the ability to manage one’s thoughts and behaviors becomes imperative.
    • Participants will learn to :
    • Identify and evaluate elements that may be creating stress at work.
    • Apply self-management techniques vs. stress-management tips.
    • Cope with specific types of difficult people.
    • Listen in order to understand another person’s point of view.
    • Create a win-win situation when handling conflict.
    • Listen for underlying issues which can reveal the heart of a conflict.
    • Develop a healthy work spirit, including:
    • - Keeping an open mind
    • - Gaining an even fuller sense of self
    • - Becoming a risk taker, and
    • - Being creative in the workplace.
    • Master their careers.
  • 27. Level II, Module 2 (Skill) Give a Stellar Performance ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I Skill Module
    • Overview :
    • You present yourself to others constantly. You make connections by telephone. You send visual messages to individuals who approach you. Every day you come in contact with many
    • people: co-workers, customers, vendors and other professionals. Your personal presentation style and speaking abilities will either enhance or detract from points you are trying to make.
    • Equally important is the ability to communicate needs assertively. There is a fine line between being assertive and being perceived as aggressive. Your ability to communicate clearly with others can be one of your best business assets.
    • Participants will learn to :
    • Become more confident when speaking to and in front of others.
    • Handle challenging situations tactfully.
    • Project the image they want others to see.
    • Generate enthusiasm for their ideas.
    • Communicate their needs assertively.
    • Gain awareness of the potential risks of being assertive.
    • Help others see their side to resolve conflicts even more effectively.
    • Creatively problem solve.
  • 28. Level II, Module 3 (Teamwork) Expanding the Star Team ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I Team Module
    • Overview :
    • Teamwork can be seen in three levels or stages: 1) teamwork, 2) partnership and 3) synergy. It takes more than thinking you know someone to build a partnership. And it takes more than showing up for work each day and merely fulfilling the requirements of your job description. To develop a true partnership with the people you support and work with, you must know their characteristics and understand their work philosophies, preferences and habits.
    • Synergy becomes the ideal team relationship – one all Star Performers want to strive for. When synergy is achieved, more is accomplished by individuals working and thinking together than if they had teamed up, but worked separately, to achieve the same goal. In other words, two heads are better than one! Synergy is thinking alike on many levels, but also having an appreciation for each other’s differences.
    • Participants will learn to :
    • Adapt to and leverage their supervisor’s “manager” or “leader” orientation.
    • Encourage managers to change ineffective work patterns.
    • Build a partnership with the management team.
    • Be cognizant of their manager’s style.
    • Help their managers maintain a competitive edge.
    • Apply the “strength in unity” philosophy with peers to boost the bottom line.
    • Increase overall team productivity.
  • 29. Level II, Module 4 (Strategy) The Contemporary Star Performer ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I Strategy Module
    • Overview :
    • Today’s Star Performing professionals pay attention to emerging work and world trends so
    • they can prepare for success and remain on the cutting edge. Trends in office technology, workforce diversity and quality requirements can and will impact productivity, effectiveness and the bottom line. Thriving on change is critical to personal and professional success. As organizations continue to experience change, they need employees who embrace the need for high-quality performance and efforts to streamline work. All levels of employees are becoming more involved in decision making, problem solving and leadership.
    • Participants will learn to :
    • Recognize predicted work trends and determine how they will affect the future.
    • Prepare skills and attitudes for the future.
    • Discover why people resist change.
    • Recognize the three related aspects of change that affect people’s reactions to it.
    • Optimize change using 10 proven strategies.
    • Apply the Star Performance philosophy to quality work.
    • Develop a “whatever it takes” attitude.
    • Emerge as respected leaders in the workplace.
    • Use creative thinking, and determine ways to become a supernova – a rising star!
    • Stay on the cutting edge.
  • 30. Level III, Module 1 (Attitude) Star Achieving Attitudes ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I & II Attitude Modules
    • Overview :
    • Attitudes are as important to professional success as job skills. They can dramatically affect productivity, interactions with others and reactions to situations. Your attitude frames the picture you have of the world and of other people. Rather than allow people or events to control or shape your attitude, you have the power within you to determine the attitude you want to embrace. This is called “self-management.”
    • Participants will learn to :
    • Be conscious of negative thinking that can hamper productivity and effectiveness.
    • Determine when “bad” analytical thinking hinders success.
    • Keep emotions under control.
    • Embrace an attitude of commitment.
    • Access “free flow thought” even more frequently.
    • Gain an advantage to achieving goals by doing what makes them happy.
    • Build confidence in being assertive.
    • Tactfully voice opinions.
    • Be aware of the messages their non-verbal communications send to others.
  • 31. Level III, Module 2 (Skill) Be A Stellar Ambassador ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I & II Skill Modules Overview : You and your co-workers are ambassadors for your organization. Daily, you interact and communicate with internal and external customers, community leaders, vendors, other departments and divisions. You not only represent yourself, but also the people you support. Sometimes, you act as an agent on their behalf, sharing information and giving direction. Ambassadors help improve relations and solve problems. They use their creativity to design even better methods and processes in the workplace, and to improve current situations.
    • Participants will learn to :
    • Be ambassadors for your organization.
    • Become a strong link in the chain of communications.
    • Recognize when a communication breakdown is occurring.
    • Build rapport during a communication crisis by matching moods & actions.
    • Sell ideas up, down and across the organization.
    • Professionally respond to customers’ concerns.
    • Tap into their creative energy to solve problems and generate new ideas.
    • Make problems transparent to management.
  • 32. Level III, Module 3 (Teamwork) Coaching A Star Team ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I & II Team Modules Overview : Whether you support a person or team of people, or directly supervise co-workers, you are in a unique position to influence others. In fact, you’re in the “relationship building business!” In order for an individual, department, division, company or organization to achieve goals, there has to be a union of talents and a common understanding of the mission at hand. Leading others should not be taken for granted. It is a privilege to guide and coach others. The gift of great leadership is not natural to all people. However, if you are committed to being a stellar coach, you can hone certain leadership attributes.
    • Participants will learn to :
    • Complement their team’s talents to meet company/organizational goals.
    • Get teams to support their efforts to promote group productivity.
    • Successfully transition to supervisory assignments.
    • Lead effective team or staff meetings (advanced skills).
    • Juggle current responsibilities as new ones are added.
    • Delegate, eliminate and streamline tasks and responsibilities.
    • Encourage, challenge and coach staff.
    • Lead by example.
    • Question and improve processes that no longer work.
    • Establish team norms.
  • 33.
    • Overview :
    • Today’s workplace is transferring employee responsibility from the employer to the
    • individual. Mastery of self and career are paramount. It is up to you to set the standards
    • by which you will work and live. Personal mastery starts with your thinking – it is at the
    • core of your beliefs. It is the way you view yourself. Once you assume responsibility for
    • your thinking, decisions and vocation, you will orchestrate the career you desire.
    • Participants will learn to :
    • Break through self-limiting barriers.
    • Challenge themselves to be alert to opportunities.
    • Assume responsibility and be accountable.
    • Take reasonable risks.
    • Be proactive with their performance reviews.
    • Create and maintain business portfolios.
    • Seek and work with mentors.
    • Positively respond to new opportunities created by change.
    • Think like entrepreneurs.
    • Master interpersonal relationships.
    Level III, Module 4 (Strategy) Mastering A Stellar Career ™ Full-day workshop: 8:30 a.m. – 4:00 p.m. Prerequisites: Level I & II Strategy Modules
  • 34. Joan Burge Founder & CEO, Office Dynamics, Ltd. Author & Developer, Star Achievement Series ® Joan Burge is one of North America’s foremost experts, authors and consultants on workplace effectiveness and administrative excellence -- and she’s the founder and CEO of Office Dynamics, a premier training and development provider for progressive employers and success-minded professionals since 1990. A bona fide business success story, Joan spent 20 years working her way to the top – starting as a receptionist and eventually serving in executive administrative positions for Fortune 500 companies before launching her own business and becoming an executive herself. Having worked on “both sides of the desk,” Joan infuses that rare perspective into every one of the training programs she has developed – including the Star Achievement Series ®, the Become a World Class Assistant ™ certificate program for senior administrative professionals, and more than 40 other programs for support staff and management. Office Dynamics’ clients include many world-renowned businesses and organizations, including US Airways, Caterpillar, Humana, McDonald’s, Procter & Gamble, Cisco Systems, Seagate Technology and Synopsys. Contact Joan at : Office Dynamics, Ltd. 2766 Evening Rock Street Las Vegas, NV 89135 800-STAR-139  OfficeDynamics.com  Email: [email_address]
  • 35.
    • “ This series has literally changed my life. It has reinforced many of my beliefs about my work and attitude, but you have opened my eyes to so many other avenues for me to grow.” – Carol Moore
    • “ By striving to be a Star Performer on the job, I am more confident, more creative, more efficient. This is one training course where you don’t passively listen in a classroom, then go back to your desk and forget everything you learned. With all the group interaction, activities and workbook exercises, each person is actively involved. I find myself practicing Star principles every day.” – Dixie Dahl
    • “ I asked the managers to provide me with feedback at some point if they had seen changes in their admins. One stood up immediately and said, ‘I don’t need to wait until later. I can tell you right now that Robbin came back a different person and has been continuing to shine every day since! She’s sharing what she’s learning with others and is definitely energized.’ ” – Annette Brown
    • “ As I have told Learning and Development, the Star program is the most important course that I have seen that has hit Rockwell Collins in my 14 years with the company. The value of the program to the administrative staff here cannot be put into words.” – Linda White
    • “ I owe much of my success to you and the Star Achievement Series ®. I always went above and beyond in my Administrative Representative position, but once I started facilitating, my confidence in myself and my professionalism increased.” – Laura Bedeck
    • “ I know I was becoming complacent in how I did things, and I felt I was extremely good at what I did. Your workshop made me realize I am not as good as I think I am…. That is positive – gives me something to strive for and will help me long term!” – Teresa Colmo
    Participant Testimonials 1
  • 36. Participant Testimonials 2
    • “ I have sat through many evening classes while going to college that lasted up to 3 ½ hours each night. But the 8 hours in this class did not make me feel tired, since the activities and feedback provided me with information to apply.” – Vannessa Carney
    • “ I look at problem solving in a new way. I utilize techniques we learned when facing challenges. I have more self-confidence, especially when dealing with difficult situations or people. I offer my opinions and feelings more readily and in a tactful manner. I am less afraid to try new things.” – Shari Muecke
    • “ What I’ve changed as a result of Star Achievement is my whole attitude and my belief in my abilities and potential. I realize that I am a professional, it is up to me to be the best I can be, and that I am a valuable asset to my team.” – Diane Recchio
    • “ I know that by attending the Star Achievement program I have elevated my position as an administrative professional, and my self-confidence has increased quite a bit.” – Sheila Drum
    • “ We feel that Star Achievement, coupled with the MOUS program, has had a direct impact on staff retention and staff morale, which was the goal.” – Melanie Ceo
    • “ Your program made a difference. I am a different person with sharper skills and the right attitude about getting to the ‘next level.’ ” – Karen Moss
    • “ I wanted to thank you for teaching me all those public-speaking tips, poise, confidence, organizational skills, preparedness, etc., in Star Achievement classes. I put them all to work and won our RCOPO election last night.” – Frances Latta
  • 37.
    • “ I’m very excited and very thankful to have been part of the Star program. It really helped strengthen many of my weaknesses and enhance my strengths – develop good assessment and strategy tools for setting goals and achieving them. I saw so much growth in everyone and me, too!” – Bernadette Toner
    • “ Thank you for bringing a quality training program to Humana. My performance at work has improved as a result, and I have been able to implement the ideas and techniques in my personal life as well.” – C. Vanormer
    • “ Your Star Achievement class has had a lasting effect on me that no other class I’ve taken has ever had.” – Cindy Bonnette
    • “ I was given an opportunity to do a presentation for some upper management and impressed them all! I am shining here and, to my amazement, others in the company actually notice. I could not shine without having been in the Star Achievement program.” – Tammy Sandlin
    • “ I feel like my professional career started after I took the Star Achievement Series.” – Vickie Masters
    • “ I honestly believe the effects of this Series had a role in my getting into management. I didn’t ask for it; they saw the possibility in me. I practice what I’ve learned at work.” – Christee Grant
    Participant Testimonials 3
  • 38. Frequently Asked Questions Answered by Star Achievement’s Developer Joan Burge
    • “ What exactly is Star Achievement?”
    • Star Achievement is a philosophy-based program. When employees learn to embrace a philosophy, they take it with them after the training has ended and use it in their business and personal lives. Star Achievement is not just a training program. It is a way of thinking… being… and performing!
    • Star Achievement is a journey – a process. Years of experience teaching this series has shown me that long-term change requires changes in behavior. Changing an employee’s behavior generally requires repeated exposure to the desired skills and attitudes in order to be effective. The Star Achievement curriculum was designed as a Series for this reason.
    • Star Achievement was written and researched by someone who worked in the administrative capacity for 20 years – me. I know the challenges and obstacles assistants and other support staff face in their particular roles. I know how to speak their language. I know what it takes to be very successful in those jobs! This personal experience adds a tremendous amount of credibility to the program so it is easier to get employee buy-in.
  • 39. FAQs (continued)
    • “ The topics I see in the curriculum seem similar to other programs we’ve offered to employees. What’s the difference in your program?”
    • While your frontline, administrative and support staff may participate in continuing education programs, the training may not be designed to meet their specific needs. Often, management training programs are merely adapted for support-staff purposes. While a skill set such as “communication skills” may be taught to both levels of employees, the specific application to each employee’s daily job function is vastly different. Therefore, the training must be different in order to effect real change.
    • While some of the module topics listed may sound similar to programs you’ve previously conducted, it is important to remember that these topics are combined to be most effective when implemented cumulatively. The information presented in each module builds upon the previous module’s content, growing in complexity as the Series progresses.
  • 40.
    • “ Do I have to teach the modules as full-day workshops? We’ll never get our staff away for a full day!”
    • Once you become a certified trainer and your company/organization has paid for its site license, you may roll out the program as you wish. You may hold two-hour sessions or half-day sessions. I have found that the full-day program is very successful because you build momentum as the day progresses. This is a highly interactive program, so participants stay interested and entertained.
    • I recommend starting with just one module and offering it as a full-day workshop. Don’t try to convince managers to send their staffs to four full-day workshops. If you can get managers to commit to sending their employees to one full day, you will easily convince them for future full-day workshops. Your attendees’ enthusiasm and improved performance will become your walking “billboards.”
    FAQs (continued)
  • 41.
    • “ Are all four modules in a Level taught four days in a row?”
    • No. The modules should be taught depending on a client’s timeline, budget and logistics. I recommend modules be spaced at least a few weeks apart, but no more than three months apart. Most of our clients offer the modules monthly or bi-monthly. That seems to be most effective in keeping up momentum for participants while allowing sufficient time for them to implement techniques learned in class.
    • “ Can I customize the material?”
    • Once you become a certified instructor, you can do some minor customization to the program to incorporate your company values, guidelines and work principles. The more you can tie the Star Achievement concepts to your organization’s beliefs and values, the more powerful the program will become.
    FAQs (continued)
  • 42.
    • “ Is Level I for inexperienced staff and Level II for our advanced, more experienced staff?”
    • A. The levels do not correlate to the number of years someone has been in the profession. The levels relate to concepts and philosophies taught in Star Achievement , similar to college courses. In more than 35 years in the business world, I have found that experience doesn’t necessarily equate to success in a given profession. Star Achievement Series ® attendees working in the administrative field for more than 30 years have told me they still learned something new in Level I.
    FAQs (continued)
  • 43.
    • “ Can non-administrative staff attend the program?”
    • While I designed the initial series for administrative support staff, other office professionals had a strong interest in the topics and competencies covered, and they wanted to attend the program, too.
    • Since 1995, healthcare companies, accounting firms, law firms and other businesses have used the Star Achievement Series ® for their paralegals, corporate library support staff, mailroom staff, office and department managers, and more…. And human resource staff have benefited from the Star Achievement concepts and techniques, as well.
    • “ What kind of teaching methods are used in the series?”
    • A. The Series focuses on innovative methods of teaching, including interactive role-playing, presentations, exercises, timed activities, team competitions, case studies, brainstorming, modeling, demonstrations and more. These exercises are energizing, challenging and fun.
    FAQs (continued)
  • 44.
    • “ Once our trainers are certified, do they receive any ongoing support from you?”
    • Certified trainers have access Office Dynamics’ staff and me whenever they need it. There is no extra charge for this service . I want certified trainers to experience as much success with this program as I have since launching it in 1990. This is a unique, effective program with outstanding results. I also stay in touch with the certified trainers to see how the program is progressing, to check on materials needed for class and to share relevant, new information and any minor changes to the materials.
    • “ You said this program has a 16+ year proven track record. How often do you update your materials and content?”
    • A. Since 1990, I have revised the workbooks numerous times. I make it a point to ensure that what we teach in Star Achievement is relevant, timely and consistent with business trends and competencies. Some principles like “attitude is a choice” never change. Topics like “techno etiquette” need to be updated continually.
    FAQs (continued)
  • 45. Investment Comparison Sheet
  • 46. Train-the-Trainer Certification
    • Includes:
    • Three-day personal instruction on the Star Achievement Series ® by Joan Burge – Developer, Author and Master Trainer of the Series
    • Fully-scripted Instructor Guide
    • Comprehensive workbooks with follow-up activities, action items and resources (one for each module)
    • Master transparencies or PowerPoint slides on CD-ROM
    • Masters for fun training props that drive home the Star Achievement message
    • Site license
    • Certificate of Certification and Star trainer pin
    • Hints and tips from Joan Burge
    • Star Starter ™ Fun Kit (this is a mini kit within the kit filled with surprises for the trainer)
    • Preparation checklist
    • Room set-up
    • Time agendas
    • Resources
    • Vendor information
    • Role-playing scenarios
    • Ongoing support from Joan Burge
    • Marketing tips for internal promotion
    • Tips from Joan on customizing materials
  • 47. Train the Trainer Certification (cont’d.)
    • What will you learn?
    • Effective use of the participant workbooks.
    • The typical questions asked by attendees and appropriate responses.
    • Interpreting the Instructor Guide and how to use it as a springboard to your creativity.
    • Joan’s secrets for keeping your attendees motivated, even at 2:00 p.m. in the afternoon.
    • Proven classroom techniques specifically designed for this series.
    • To weave the Star Achievement theme throughout all your sessions and activities, such as using stars to assign leaders and as rewards.
    • Maximize your message with props, aids and learning exercises, all specifically designed for the Series.
    • Gain an in-depth understanding of the Star Achievement philosophy.
    • Experience the same exercises you will use with your participants.
    • Tips for planning a stellar celebration for those employees who complete an entire Level.
    • Just think… No more…
    • Sifting through volumes of brochures and promotional packets to find the right program for your support and administrative staff.
    • Testing materials or programs that really don’t meet the needs of today’s staff.
    • Writing handouts.
    • Disappointed attendees.
    • Teaching concepts that don’t truly hit home for your staff.
    • Figuring out which competencies need to be addressed through training.
    • Determining learner activities that challenge and teach staff.
    • Trying to make management programs for your administrative staff.
  • 48. Certified Trainer References Star Achievement Series ® Clients Boeing, Rocketdyne Propulsion Virginia Skellenger (818) 586-2181 Churchill Downs Becky Reid (502) 636-4410 Children’s Hospital Brenda Fischer (205) 939-9059 Cisco Systems Debbie Gross (408) 526-4578 Crowe, Chizek & Co. LLP Aimee Lucas (219) 232-3992 Heald College Kelly Jones (415) 808-1433 Humana, Inc. Janice Seaman (+7 trainers) (502) 580-2764 Kindred Healthcare Inc. Stephanie Warren (502) 596-7325 Luxottica Retail Annette Brown (+3 trainers) (513) 765-6596 Memphis Light, Gas & Water Nedra Bailey (901) 372-5684 National Security Agency Tonya Young (+5 trainers) (443) 623-8270 National Security Technologies, LLC Jo Ann Beall (702) 363-8588 Plante & Moran Melanie Ceo (248) 223-3331 Synopsys, Inc. Joanne Linden (650) 584-4213 Trover Solutions Ginger Wilkinson (502) 454-1216 University of Tennessee Health Science Ctr. Chandra Alston (+9 trainers) (901) 448-1955