The document outlines training programs offered by Dale Carnegie to develop interpersonal skills, team engagement, and leadership. The Team Member Engagement program focuses on developing skills like conflict resolution, team building, stress management, and diversity. The Leadership Development program helps improve skills such as delegation, planning, performance management, motivation, coaching, and strategic leadership. Both programs aim to enhance relationships, communication and performance.

1. Build a Foundation for
Success
Recall & Use Names
• Connect with other business
professionals and achieve breakthrough
goals
• Apply a proven process to recall names
and facts
Build on Memory Skills &
Enhance Relationships
Increase Self-Confidence
• Utilize a proven process to strengthen
relationships
• Use our experiences to communicate
more confidently
Put Stress in Perspective
Motivate Others &
Enhance Relationships
• Handle stress before it handles you
• Persuasively communicate in a way so
people are moved to action
Energize Communications
Make Ideas Clear
• Become more animated to energize and
engage listeners
• Communicate clearly and concisely
Disagree Agreeably
Gain Willing Cooperation
• Keep lines of communication open even
when we disagree
• Create a “win-win” environment
Manage Our Stress
Develop More Flexibility
• Increase our ability to manage worry and
stress
• Use flexibility to create positive change
Build Others through
Recognition
Inspire Others
• Give positive feedback on the strengths
in others
• Inspire others to take action
Demonstrate Leadership
Celebrate Achievements &
Renew Goals
• Deal with challenging interpersonal
situations more effectively
• Identify major successes and commit to
continuous improvement
“Over the last two years we grew 29 and 24 percent. This
year we have agood opportunity to have another year of
strong growth. We could not have experienced this growth
without Dale Carnegie Training.”
George Little
President
HDREngineering, Inc.
“Over the last two years we grew 29 and 24 percent. This
year we have agood opportunity to have another year of
strong growth. We could not have experienced this growth
without Dale Carnegie Training.”
George Little
President
HDREngineering, Inc.
sacramento.dalecarnegie.comsacramento.dalecarnegie.com
FOLLOW US ONLINE:FOLLOW US ONLINE:
It’s time to get human again with Dale Carnegie Training®
– the original
and still the best resource for developing the people side of business.
It’s time to get human again with Dale Carnegie Training®
– the original
and still the best resource for developing the people side of business.
For over 100 years, Dale Carnegie Training® hasbeen
dedicated to developingpeople for success.
Through aprocess that uses team dynamics and group
activities, the Dale Carnegie Course® will help you improve
your capabilities in leadership, communication,
interpersonal skills, and other critical skills required in
today's competitive business environment.
You’ll learn to strengthen relationships, manage stress, and
handle fast-changing workplace conditions. You’ll be better
equipped to perform as an effective communicator,
creative problem-solver, and focused leader. And, you’ll
develop an attitude that allows you to initiate with
confidence and enthusiasm.
This course will power you to move far beyond your
comfort zone as you stretch for and attain new goals.
The training focuses on five interrelated key areas that are
critical for success:
1. Build Greater Self-Confidence
2. Strengthen People Skills
3. Enhance Communication Skills
4. Develop Leadership Skills
5. Reduce Stress and Improve our Attitude
The training ishighly interactive, participative, gives
practical techniques that can be applied right away, weekly
coaching for improvement, and follow-up for
reinforcement of skills.
At the end of the training, you'll have a solid foundation on
which to build lifelongprofessional growth and
performance improvement.
W hat Our Customers Are Saying
For over 100 years, Dale Carnegie Training® hasbeen
dedicated to developingpeople for success.
Through aprocess that uses team dynamics and group
activities, the Dale Carnegie Course® will help you improve
your capabilities in leadership, communication,
interpersonal skills, and other critical skills required in
today's competitive business environment.
You’ll learn to strengthen relationships, manage stress, and
handle fast-changing workplace conditions. You’ll be better
equipped to perform as an effective communicator,
creative problem-solver, and focused leader. And, you’ll
develop an attitude that allows you to initiate with
confidence and enthusiasm.
This course will power you to move far beyond your
comfort zone as you stretch for and attain new goals.
The training focuses on five interrelated key areas that are
critical for success:
1. Build Greater Self-Confidence
2. Strengthen People Skills
3. Enhance Communication Skills
4. Develop Leadership Skills
5. Reduce Stress and Improve our Attitude
The training ishighly interactive, participative, gives
practical techniques that can be applied right away, weekly
coaching for improvement, and follow-up for
reinforcement of skills.
At the end of the training, you'll have a solid foundation on
which to build lifelongprofessional growth and
performance improvement.
W hat Our Customers Are Saying
THE DALE CARNEGIE COURSE®
Effective Communications & Human Relations
Skills for Success - 8 Weeks
THE DALE CARNEGIE COURSE®
Effective Communications & Human Relations
Skills for Success - 8 Weeks
Session ObjectivesSession Objectives
Dale Carnegie Training provided by:
Robert M. Scherer & Associates, Inc.
333 University Avenue, Suite 200 (916) 565-7479 Main Office
Sacramento, CA 95825 robert_scherer@dalecarnegie.com
Dale Carnegie Training provided by:
Robert M. Scherer & Associates, Inc.
333 University Avenue, Suite 200 (916) 565-7479 Main Office
Sacramento, CA 95825 robert_scherer@dalecarnegie.com
Time Commitment: 8 sessions, 1 session/week, 3 hours/sessionTime Commitment: 8 sessions, 1 session/week, 3 hours/session
The vast majority of Dale Carnegie Training® local franchising organizations in the U.S. have been accredited
by the Accrediting Council for Continuing Education and Training (ACCET).
Copyright © 2009 Dale Carnegie & Associates, Inc. All rights reserved. Version 6.0IS
The vast majority of Dale Carnegie Training® local franchising organizations in the U.S. have been accredited
by the Accrediting Council for Continuing Education and Training (ACCET).
Copyright © 2009 Dale Carnegie & Associates, Inc. All rights reserved. Version 6.0IS
“Strong communication and people
skills are the most fundamental and
significant human factors for
business success.”
“Strong communication and people
skills are the most fundamental and
significant human factors for
business success.”

2. It’s time to get human again with Dale Carnegie Training®
– the original
and still the best resource for developing the people side of business.
1. Creating a Positive First
Impression
Identify personal objectives for the training
Develop rapport with the audience
Project professionalism and competency
2. Increasing Credibility Communicate with enhanced credibility
Project enthusiasm
Communicate competency with confidence
Reinforce an informative message with
supportive evidence
3. Presenting Complex Develop flexibility in making complex material
simple and understandable
Communicate information in an interesting
manner
Relate to the audience at their level
Follow a logical progression of ideas
4. Communicating with
Greater Impact
Develop increased flexibility through the use of
expressions, gestures and voice modulation
Demonstrate ownership of unfamiliar material
Present written material in a captivating manner
Overcome barriers that restrict our flexibility
5. Motivating Others to
Action
Present in a results-oriented way
Persuade an audience to take action
Be motivational, clear and concise
6. Responding to Pressure
Situations
Maintain professional composure under
pressure
Communicate clear, concise, positive messages
Sell strategic ideas, self and organization
Communicate leadership ability to handle
stressful situations
7. Inspiring People to
Embrace Change
Logically and emotionally appeal to the audience
Use structure to gain the confidence of the
audience
Be convincing
HIGH IMPACT
PRESENTATIONS
Great communicators get ideas
across with clarity, poise and impact.
A presentation is one of the most important toolsyou
have in business for getting things done. Whether
you’re persuadingco-workers, selling to a client,
energizinga team, or showing an ideato senior
management, the power of your presentation makesthe
difference between success and failure.
With so much riding on your presentation ability, you
won’t want to miss this opportunity to sharpen it to
perfection.
The High Impact Presentations program is an exciting
two days of practicing, presenting, and deliveringyour
messages. All your presentations are videotaped and
then immediately evaluated one-on-one with an expert
for effectiveness.
It's not just what you say, it's
also how you say it.
The experience in this training is as close as you can get
to having apersonal coach. You begin presenting from
almost the moment you walk into the class and you
present at least seven times over the two days.
The group is small, the environment is supportive, the
work is intense, and the results are outstanding. Join us.
Note: Because of the one-on-one coaching, classsize is
limited. Register now to insure a spot in thisgreat
experience.
W hat Our Customers Are Saying
“Gaining credibility was acritical step in fulfillingour mission to
improve the delivery of healthcare. Dale Carnegie Training®
complements our internal training efforts by providing awell-
structured program for improvingperformance.”
Director, Customer Service
A Healthcare Performance Measurement
& Improvement Company
Time Commitment: 2 Full Days
The vast majority of Dale Carnegie Training® local franchising organizations in the U.S. have been
accredited by the Accrediting Council for Continuing Education and Training (ACCET).
Copyright © 2009 Dale Carnegie & Associates, Inc. All rights reserved. Version 6.0IS
Process After this program, you will be able to:
Dale Carnegie Training provided by:
Robert M. Scherer & Associates, Inc.
333 University Avenue, Suite 200 (916) 565-7479 Office
Sacramento, CA 95825 robert_scherer@dalecarnegie.comFOLLOW US ONLINE:
sacramento.dalecarnegie.com

3. It’s time to get human again with Dale Carnegie Training®
– the original
and still the best resource for developing the people side of business.
It’s time to get human again with Dale Carnegie Training®
– the original
and still the best resource for developing the people side of business.
11
22
33
44
55
66
77
Developing Personal
Leadership
Achieving Organizational
Results
Identify the qualities of a good leader
Recognize our role the organization
Understand the five drivers of leadership
success
Creating an Innovation Process
Demonstrating the Planning
Process
Discover the process that drives
innovation
Master the 8-step planning process
Develop and deploy the implementation
plan
Defining the Performance
Process
Creating a Coaching and
Appraisal Process
Align performance goals with strategy
Define performance standards
Hold people accountable
Learn effective coaching techniques
Improving Problem Analysis
and Decision-Making
Recognizing Human Potential
Master different methods of problem
analysis and decision-making
Recognize the potential of others
Employing a Delegation
Process
Effectively Handling Mistakes
Learn the 8-step delegation process
Handle mistakes with consideration
Help people accept new ideas
Building Quality
Communication
Lead and Facilitate More
Effective Meetings
Use human relations principles to develop
teamwork and trust
Promote interactive communication
Strengthen listening skills
Striving for Continuous
Improvement
Balance continuous improvement and
breakthroughs
Recognize individual and team success
LEADERSHIP TRAINING
FOR MANAGERS
LEADERSHIP TRAINING
FOR MANAGERS
"To be a leader today requires
more than knowledge”…
"To be a leader today requires
more than knowledge”…
It doesn’t matter where our business is located,
competition constantly demands that we find
better, more efficient, more productive, and more
profitable ways to produce products and deliver
services. These demands are not just limited to
our competition either; the expectations of our
own people, our internal customers, suppliers,
distributors, and business partners are increasing
as well. In order for us to be our best, we need to
effectively adapt to change, innovate, efficiently
manage processes, and lead our employees for
success.
The Leadership Training for Managers program
will help you develop the skills necessary to
handle these challenges in today’s business
world.
Training Focus:
1. Self-Direction
Discover our leadership style and how to
align it with our organization's
environment and culture.
2. People Skills
Develop the potential of our people and
build relationships of trust and respect.
3. Process Skills
Create and manage processes that drive
innovation, plan for performance, utilize
time effectively, delegate, analyze
problems, and make decisions.
4. Communication
Demonstrate effective facilitation,
questioning and listening skills one-on-
one, in small groups, and meetings.
5. Accountability
Balance desired outcomes and plans with
an accurate assessment of performance
and hold others accountable for results.
It doesn’t matter where our business is located,
competition constantly demands that we find
better, more efficient, more productive, and more
profitable ways to produce products and deliver
services. These demands are not just limited to
our competition either; the expectations of our
own people, our internal customers, suppliers,
distributors, and business partners are increasing
as well. In order for us to be our best, we need to
effectively adapt to change, innovate, efficiently
manage processes, and lead our employees for
success.
The Leadership Training for Managers program
will help you develop the skills necessary to
handle these challenges in today’s business
world.
Training Focus:
1. Self-Direction
Discover our leadership style and how to
align it with our organization's
environment and culture.
2. People Skills
Develop the potential of our people and
build relationships of trust and respect.
3. Process Skills
Create and manage processes that drive
innovation, plan for performance, utilize
time effectively, delegate, analyze
problems, and make decisions.
4. Communication
Demonstrate effective facilitation,
questioning and listening skills one-on-
one, in small groups, and meetings.
5. Accountability
Balance desired outcomes and plans with
an accurate assessment of performance
and hold others accountable for results.
Time Commitment: 7 sessions, 3 hours per session, 1 session per weekTime Commitment: 7 sessions, 3 hours per session, 1 session per week
The vast majority of Dale Carnegie Training® local franchising organizations in the U.S. have been
accredited by the Accrediting Council for Continuing Education and Training (ACCET).
Copyright © 2009 Dale Carnegie & Associates, Inc. All rights reserved. Version 6.0IS
The vast majority of Dale Carnegie Training® local franchising organizations in the U.S. have been
accredited by the Accrediting Council for Continuing Education and Training (ACCET).
Copyright © 2009 Dale Carnegie & Associates, Inc. All rights reserved. Version 6.0IS
Session Objectives:Session Objectives:
Dale Carnegie Training provided by:
Robert M. Scherer & Associates, Inc.
333 University Avenue, Suite 200 (916) 565-7479 Office
Sacramento, CA 95825 robert_scherer@dalecarnegie.com
Dale Carnegie Training provided by:
Robert M. Scherer & Associates, Inc.
333 University Avenue, Suite 200 (916) 565-7479 Office
Sacramento, CA 95825 robert_scherer@dalecarnegie.com
FOLLOW US ONLINE:FOLLOW US ONLINE:
sacramento.dalecarnegie.comsacramento.dalecarnegie.com

4. TEAM MEMBER ENGAGEMENT ---------------------------------------------------------------------------------------------------------------
• Internal Conflict Resolution
• Conflict – Maintaining Emotional Control
• Conflict Mediation
• Conflict as a Growth Opportunity
• Bringing Conflict into the Open
• Conflict to Collaboration
• Establishing an Effective Team
• Being a Contributing Team Member
• Team Building
• Dealing with Difficult Team Members
• Ending a Successful Team
• External Partnerships
• Communicate with Diplomacy & Tact
• Team Building Basics
• Work with Difficult People
• Emotional Control
• Negotiations: A Human Relations Approach
• Avoid Burnout
• Balance Work and Life
• Interpersonal Competence: Connect with Others
• Interpersonal Competence for Career Growth
• Keep Stress and Worry in Perspective
• Understanding Diversity
• Valuing Diversity
• Communicating Across Generations
• Understanding Generational Diversity
• Stress Reduction through New Work Habits
• Disagree Agreeably
• Foundation for Success
• Interpersonal Competence: Enhance Teamwork
• Interpersonal Competence: Influence Change
• Interpersonal Competence: Best Practices
• Sustaining Measurable Success
• Leveraging Diversity
• Managing Across Generations
• Staying Positive in the Face of Layoffs
• Managing Diversity
• Managing Stress
• Diversity: Global Travel and Culture
• Listening Skills for Boosting Communication
• Communicate with Different Personality Styles
LEADERSHIP DEVELOPMENT -----------------------------------------------------------------------------------------------------------------
• Delegation
• Planning
• Performance Appraisals
• Motivation
• Performance Defined
• Vision, Mission, and Values
• Time Management
• Handling Mistakes
• Conflict Management
• Time Control to Work on Your Business
• Coaching–Supportive and Directive Approaches
• Leading Strong Teams
• Lead Effective Meetings
• New Employee Orientation
• Communicate to Lead
• Business Professionalism 101
• Strategic Planning
• Ethical Leadership
• Succession Planning
• Network through Community Service
• Focus and Discipline
• Leadership Communications
• Leadership Styles and Tendencies
• Motivational Leadership
• Share the Glory
• Visionary Leadership
• Mentorship - Launching an Initiative
• Build Trust, Credibility, and Respect
• Multi-Tasking
• Networking to Build Your Personal Brand
• Networking to Promote Your Organization
• Coach for Performance Improvement
• Mentorship: Creating a Partnership
• Network to Build Business Connections
• Developing Personal Leadership
• Building Employee Engagement
• Talent Selection: Criteria and Screening
• Talent Selection: Interviewing
PRESENTATION EFFECTIVENESS -----------------------------------------------------------------------------------------------------------
• Planning Presentations
• Vocal Skills and Body Language
• Presenting as a Team
• Confrontational Questions
• Presenting with Visual Impact
• Present to Persuade
• Present to Gain Input
• Present to Inform
• Facilitate for Group Results
• Presenting with Impact
• Coaching for Skill Development
• Feedback: Supportive and Corrective
• Interpersonal Skills for Facilitators
• Creating Organizational Impact
• Presenting to a Team
• Training Design and Evaluation
PROCESS IMPROVEMENT ----------------------------------------------------------------------------------------------------------------------
• Innovation
• Team Problem Solving and Decision Making
• Process Improvement
• Adjust to Change
• Analyze Problems and Make Decisions
• Change Engagement
• Manage Change Effectively
• Team Change Engagement
• Lead Change without Authority
• Project Planning
SALES EFFECTIVENESS ------------------------------------------------------------------------------------------------------------------------
• Successful Sales Leadership
• Sales Performance Defined
• Sales Meetings
• Coaching Salespeople
• Recruiting Salespeople
• Rapport
• Interest
• Solution
• Objections
• Motive and Commitment
• Hiring Salespeople
• Master the Selling Process
• Uncover Selling Opportunities
• Foundation for Consultative Selling
• Pipeline and Territory Management
• Rapport: Becoming a Trusted Advisor
• Generate Interest Through Informed Discovery
• Presenting Solutions to Buying Teams
• Establish Return on Investment
• Commitment Strategies
• Negotiations: Leveraging Personality Styles
• Negotiations: Collaborate to Win
• Negotiations: Analysis
• Negotiations: Presentation
• Negotiations: Bargaining and Agreement
• Negotiations Mastery
• Account Development
CUSTOMER SERVICE ----------------------------------------------------------------------------------------------------------------------------
• Attitudes for Service
• Complaint Resolution
• Cross and Up Selling
• Internal Customer Service
• Telephone Skills: Outbound
• Telephone Skills: Inbound
• Manage Customer Expectations
• Generate Customer Interest
• Create Loyal Customers
• Effective First Impressions: Face to Face
• Customer Follow Through
• Customer Value Solutions
• Referrals
• Service to Sales
• Suggestion Selling
• Telephone Skills: Inbound and Outbound
• Overcome Obstacles to Customer Service
• Coaching a Service Team
Any of our training programs and the configurable training modules/workshops
listed below can be customized to fit your unique needs
CALL US TODAY TO GET STARTED
Any of our training programs and the configurable training modules/workshops
listed below can be customized to fit your unique needs
CALL US TODAY TO GET STARTED
Dale Carnegie Training
Customized Training Solutions
Dale Carnegie Training
Customized Training Solutions
In addition to our training programs, we have an ever-increasing
library of configurable training modules and workshops that can
be used to align training with your business goals.
In addition to our training programs, we have an ever-increasing
library of configurable training modules and workshops that can
be used to align training with your business goals.