1. Attend and Receive
up to 18 CPE Credits
Acquire the Skills to Think, Act and Respond Like a Manager
November 30 – December 2, 2009 | Arlington, VA
You Will Learn How to:
Become an Internal Change Agent
Learn strategies for identifying and removing obstacles to change in order to be seen as an office and team leader
Enhance Your Customer Service Techniques
Learn how to create a customer experience that meets the needs of your customers and impresses your boss
Expand Your Decision Making Skills
Enhance your ability to be more proactive and to act independent
www.PerformanceInstitute.org/AdminLeader

2. • Certified
Administrative
Managers
• Secretaries
• Administrative
Assistants Dear Administrative Professional,
• Receptionists In recent years, the position of administrative assistant has grown to encompass an enormous
skill set beyond strictly administrative tasks. Managers are asking more and more of their
• Office Managers administrative assistants, and you should be ready to respond with highly developed skills and
the latest tools and techniques.
• Executive
In order to help you meet these increasing professional demands, The Performance Institute, in
Secretaries conjunction with the American Strategic Management Institute, has developed a training program on
Stepping up to Leadership. Each interactive session of this 3-day course will feature expert trainers and
... And All Other comprehensive lessons to help you develop and transition into an office leader. Join other administrative
Admistrative Staff assistants this November 30-December 2, 2009 in Arlington, Virginia to acquire the skills necessary for
career-oriented results!
CHANGE MANAGEMENT
Your position means that you are more than ever before part of the managerial structure of your
organization; you are involved in change, managing tight time schedules, negotiating with figures
inside and outside the organization and dealing tactfully with a range of difficult situations. And as you
know dealing with change is probably one of the biggest headaches that you encounter. At the end
of this interactive training, you will be able to identify the key concepts of organizational change and
understand the dynamics at work within your organization.
1. Become a CUSTOMER SERVICE MANAGEMENT
How many times have you have heard that the customer is always right and that you’re always wrong?
more confident To many times administrative assistants take the blame for an un-happy customer. During this interactive
problem solver training you will learn how to provide excellent customer service at all times and how to solve common
customer service challenges and provide solutions.
2. Learn how to
handle change CRITICAL THINKING AND PROBLEM SOLVING
Effective decision makers are those rare individuals who are able to consistently identify and choose
and transition like the best option among multiple alternatives. Their decisions are imaginative, reasoned, and defensible.
a pro During this hands-on workshop you will learn how to make better decisions and solve problems for your
boss and team workers through the effective use of problem solving.
3. Create a customer
Join your colleagues at the Stepping up to Leadership Training this November 30-December 2, 2009
service experience
in Arlington, Virginia for a chance to hone your office management skills. Space is limited for this
that will impress event, so be sure to reserve your seat today.
your boss
Kindest Regards,
4. Ensure that Your
Office Runs
Smoothly and
Efficiently Tara Shuert
Vice President, The Performance Institute
5. Attend and earn
CPE credits www.PerformanceInstitute.org/AdminLeader

3. Stepping up to Leadership
CHANGE MANAGEMENT
Day One: November 30, 2009
8:30 12:00
Registration and Continental Breakfast Networking Luncheon
Understand the Process of Organizational Change
• Identify the frameworks required to manage change in your
Assess Internal and External Resistance to Change
organization • Evaluate risk and assess the critical elements of change
• Develop a strategy to differentiate between change and transition • Ensure your project can sustain change by building
individual resilience
Align Your Change Management Initiatives with
Your Growth Strategy Develop an Effective Communications Strategy to
• Implement a change management plan to drive organizational
Lead Change
results and enhance your performance • Examine how to best communicate your change initiative to your
• Create clearly defined end-outcomes and develop strategies to boss, colleagues and team members
meet your change management initiative • Create team buy-in and decrease resistance
Build the Case for Change that Directly Addresses
4:00
Points of Resistance Adjourn
• Involve your co-workers in the development of the change plan
• Share power with team members and others to encourage the
implementation of the change efforts
“ This conference provides information that is not included
in any other administrative training in our agency.”
LINDA GURUNLIAN, ADMINISTRATIVE ASSISTANT, FEDERAL HIGHWAY ADMINISTRATION
www.PerformanceInstitute.org/AdminLeader

4. Stepping up to Leadership
CUSTOMER SERVICE MANAGEMENT
Day Two: December 1, 2009
8:30 12:00
Registration and Continental Breakfast Networking Luncheon
Manage the Customer Experience
• Overview on key performance trends being used to manage
Resolve Problems: The Customer Isn’t Always Right
customer service function • Learn how to see complaints as opportunities to enhance
• Focus on the development of key goals and measures to manage customer loyalty
the customer service function • Manage the customers experience and the organizations internal
processes simultaneously
Balance Customer Needs and Organization
Requirements Assure Quality: Maintain a Customer Focused
• Develop a Customer Matrix to define who your customers are
Environment
• Identify the products and services delivered by your organization • Solicit feedback and follow up to ensure that service has been
and assess the customer service role delivered to the customers satisfaction
• Coordinate work with others across the organization in order to
meet the customers need
Determine Customer Expectations: A Values-Based
Approach
• Identify the key values sought by your organizations customers 4:00
• Map values to attributes of your organizations services Adjourn
“ This program… helps give you the tools you need to grow
in your career.”
SONIA COLMENERO, ADMINISTRATIVE ASSISTANT, US INSTITUTE FOR ENVIRONMENTAL CONFLICT RESOLUTION
www.PerformanceInstitute.org/AdminLeader

5. Stepping up to Leadership
CRITICAL THINKING AND PROBLEM SOLVING
Day Three: December 2, 2009
8:30 12:00 Networking Luncheon
Registration and Continental Breakfast
Critical Thinking: Enhance your Credibility
Define Terms: Critical Thinking, Problem Solving and with Management
Decision Making • Understand the difference between inferences and assumption
• Strengthen your ability to influence and persuade others using • Acquire the confidence and self-esteem to help you step up to the
decision-making skills for administrative professionals problem solver role
• Learn how to ask questions that get the answers you need
Bring Solutions Not Problems to your Boss
Make Better Decisions through the Use of Effective • Develop strategies to influence and motivate up, down and
Problem Solving across the organization
• Become more confident in making sound decisions • Become known as the office leader who can get things done
• Decrease stress related to making critical decisions and solving
workplace problems 4:00
Adjourn
Apply Different Problem-Solving Techniques at Work
• Learn how to apply creative problem-solving techniques
• Build greater professional recognition through enhanced skills
“ I will use the information I learned in your training to become
a more productive executive assistant and to move up my career ladder.”
LATECHIA SHELBY, NEIGHBORWORKS AMERICA
www.PerformanceInstitute.org/AdminLeader

6. Stepping up to Leadership
SPONSORSHIP In-House Training
OPPORTUNITIES
One of the more popular vehicles for accessing the Institute’s educational offerings is the delivery of
on-site trainings and management facilitations. Bringing a training or facilitation in-house gives you
As a conference and the opportunity to customize a program that addresses your exact challenges and provides a more
training provider, personal learning experience, while virtually eliminating travel expenses. Whether you require training
The Performance for your department or for an organization-wide initiative, the advanced learning methods employed
by The Performance Institute will create an intimate training atmosphere that maximizes knowledge
Institute is an expert transfer to enhance the talent within your organization.
in bringing together
leaders to share and CUSTOMIZATION
discuss best practices
We realize that not all obstacles can be overcome by applying an “off-the-shelf solution”. While many
and innovations. We training providers will offer you some variation of their standard training, The Performance Institute’s
connect decision-makers subject matter experts will work with you and your team to examine your programs and determine
with respected solution your exact areas of need. The identification of real life examples will create a learning atmosphere
providers. that resonates with participants while at the same time providing immediate return on your training
investment. Using interactive exercises that employ actual projects or scenarios from your organization,
The Institute offers four instructors can address specific challenges and align the curriculum of each session to your objectives.
While the majority of on-site trainings are focused on smaller groups, The Performance institute also has
different pre-designed the ability to accommodate organizational-wide training initiatives. Utilizing multiple instructors, The
sponsorship packages: Institute has the capacity to deliver courses to groups of up to 300 participants per day.
• Event Co-Sponsor
AREAS OF EXPERTISE
• Session Sponsor On-site delivery of single courses, certification programs and entire packages of specialized courses
are available in the following areas:
• Luncheon Sponsor
• Strategic Planning
• Exhibit Booth • Performance Measurement
Sponsor • Project Management
• Lean Six Sigma
For more information • Workforce Management
on sponsorships or to • Performance-Based Budgeting
get started, contact • Performance-Based Contracting
Meredith Mason at • Performance Reporting
202-739-9707 or • Program Evaluation
Meredith.Mason@ • Administrative Management
PerformanceInstitute.org • Leadership and Change
For more information about in-house training options available to you, please contact Jennifer
Mueller at 202-739-9619 or email her at Jennifer.Mueller@PerformanceInstitute.org.
www.PerformanceInstitute.org/AdminLeader

7. Stepping up to Leadership
Logistics & Registration REGISTRATION
1. ONLINE at www.PerformanceInstitute.org/AdminLeader
Venue & Hotel
2. VIA FAX to 866-234-0680
Stepping up to Leadership will be held at The Performance Institute Training Center in
Arlington, VA, just one block east of the Courthouse Metro stop on the Orange Line. A 3. VIA PHONE to 877-992-9521
public parking garage is located just inside of the building. A public parking garage 4. VIA MAIL to
is located just inside of the building for $10/day. Continental breakfast, lunch and
refreshments will be provided for delegates on each day.
The Performance Institute Corporate Headquarters
805 15th Street, NW, 3rd Floor
The Performance Institute Training Center
1515 N. Courthouse Road, Sixth Floor Washington, DC 20005
Arlington, VA 22201
877-992-9521 | www.PerformanceInstitute.org Yes! Register me for the three days of Stepping up to Leadership
Register me for the following day(s) only:
A limited number of rooms have been reserved at the Arlington Rosslyn Courtyard
by Marriott at the prevailing rate of $209.00 until October 11, 2009. Please Change Management
call the hotel directly for reservations and reference code Stepping up to Customer Service Management
Leadership. The hotel is conveniently located three blocks from the Rosslyn Metro Critical Thinking and Problem Solving
station. Please ask the hotel about a complimentary shuttle that is also available Please call me. I am interested in a special group discount for my team
for your convenience.
Arlington Rosslyn Courtyard by Marriott
1533 Clarendon Blvd. Name Title
Arlington, VA 22209
703-528-2222
www.CourtyardArlingtonRosslyn.com
Office Organization
Tuition & Group Discounts:
The tuition rate for attending Stepping up to Leadership is: Address
Conference $1299
One Day Only $799
City State Zip
For information about group discounts, please contact Melvin Hall at
202-739-9630 or Melvin.Hall@PerformanceInstitute.org
Telephone Fax
CPE Credit
Delivery Method: Group-live Program Level: Beginner
Prerequisites: None Advanced Prep: None Email
CPE Credits: Up to 18, 6 per day
The Performance Institute is registered with the National Association of State Boards of Payment Information
Accountancy (NASBA) as a sponsor of continuing professional education on the National
Registry of CPE Sponsors. State boards of accountancy have final authority on the Training Form/Purchase Order Check (accepted by mail only)
acceptance of individual courses for CPE credit. Complaints regarding sponsors may be Credit Card
addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Nashville,
TN 37219-2417. Website: www.nasba.org
CANCELLATION POLICY we can improve, please write your comments on the
Credit Card Number Expiration Date
For live events: The Performance Institute will provide a full evaluation form provided upon your arrival. Should you
refund less $399 administration fee for cancellations four feel dissatisfied with your learning experience and wish to
weeks before the event. If cancellation occurs within two request a credit or refund, please submit it in writing no later
weeks prior to conference start date, no refund will be than 10 business days after the end of the training to: The
issued. Registrants who fail to attend and do not cancel Performance Institute: Quality Assurance, 805 15th Street,
prior to the event will be charged the entire registration fee. NW, 3rd Floor, Washington, DC 20005 Name on Card
All the cancellation requests need to be made via Cvent or We will evaluate individual complaints in a context of
email. Your confirmation email contains links to modify or collective comments from the event.
cancel registrations. Please note that the cancellation is not
final until you receive a written confirmation. Note: As speakers are confirmed six months before the Billing Zip Code 3 Digit Card verification #
event, some speaker changes or topic changes may occur
Payment must be secured prior to the conference. If payment in the program. The Performance Institute is not responsible
is not received by the conference start date, a method of for speaker changes, but will work to ensure a comparable Please make checks payable to: The Performance Institute Priority Code: K224-WEB
payment must be presented at the time of registration in speaker is located to participate in the program.
order to guarantee your participation at the event.
If for any reason The Performance Institute decides to
QUALITY ASSURANCE cancel this conference, The Performance Institute accepts
The Performance Institute strives to provide you with the most no responsibility for covering airfare, hotel or other costs
productive and effective educational experience possible. incurred by registrants, including delegates, sponsors
If after completing the course you feel there is some way and guests. www.PerformanceInstitute.org/AdminLeader

8. About the Performance Institute
Called “the leading think tank in performance measurement for government” on OMB’s ExpectMore.
gov, The Performance Institute has been a leader in Performance Management training and policy
since the 2000 administration transition. As part of the Government Performance Coalition, a group of
good government organizations, the Institute worked in 2000 to deliver recommendations to the then
new administration on what would become the President’s Management Agenda.
In 2009, the Institute is leading Innovations in Government: From Transition to Transformation,
or InnoGOV.org, a collection of forums, research and recommendations to bring insight and
transformation to the federal government. The goal of InnoGOV.org is to centralize the importance
of performance, accountability and transparency in government and to disseminate the leading best
practices to government managers.
The Performance Institute has published several research reports regarding performance management
initiatives and trains over 10,000 government managers per year on performance-based topics.
Dedicated to improving citizen services and taxpayer transparency, the Institute uses a best-practices
foundation to deliver the most effective and tested methodologies for improving performance.
www.PerformanceInstitute.org