leadership + Staff Development


QMS can assist you in meeting learning objectives for employees from entry level to executive. Our goal is to help develop knowledge and skills, so people excel in their roles, contribute positively to the organization and its customers, and experience self-fulfillment and enjoyment in their work.

Our training is highly interactive, practical in nature, can be readily applied, and results in sustained behavior change and improved performance. We focus on simplicity, practicality, and accelerated learning through knowledge and skill building discussions, activities, practice sessions, and on-going reinforcement.

QMS is expert in effective training design, development, and delivery. We have developed standard courses that can be customized for your organization. Licensing rights for QMS materials are available if self-sufficiency in delivery is desired for your organization. And, we can work with you to create new training if that is better for you.




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Accountability: A Key to Consistency and Excellence

Hiring and training practices can be on target, however if accountability is low, there are predictable consequences: standards drop, accidents and other performance glitches occur, and morale is damaged. In this scenario-based session, practical methods for holding others accountable are introduced and practiced.

  • Keenly observe
  • Determine when to intervene
  • Communicate the accountability message effectively
  • Follow up

Appropriate for: Managers and Supervisors
Duration: 2 Hours

Behavior Styles and Relationship Building
You will learn how to improve relationships and performance by developing a greater awareness of behavior preferences, both of self and others, and then modifying behavior in order to interact with others more respectfully and effectively.

  • Recognize four basic individual behavior styles and their impact on relationships
  • Understand personal behavior preferences
  • Develop understanding of the behavioral preferences of others
  • Discover potential strengths and areas of conflict
  • Develop a plan with specific actions directed to improving communication and collaboration with others

An on-line behavior style assessment will be completed in advance (typically 15 minutes or less). An individual report is provided for your review prior to the session and a discussion of the reports takes place in the session.

Appropriate for: Associates at All Levels
Duration: 3 Hours

Deal With It! Effectively Addressing Performance Problems
Performance-based coaching is one of the most effective ways to improve business results, especially when working with a multi-generational workforce. You will learn how to lay the foundation for great performance, prepare for the coaching and counseling conversation, manage the conversation appropriately and legally, place ownership of the problem’s resolution with your associate, and get the desired outcome without losing the associate’s commitment.

  • Prevent most performance problems by systematically applying a proven, simple method
  • Determine the difference between a development problem and a performance problem
  • Develop associate awareness of consequences of behavior on self, team, and the organization
  • Apply effective collaborative discipline
  • Follow up to ensure performance improvement

Appropriate for: Managers and Supervisors
Duration: 3 Hours

Conflict Resolution: Let’s Clear the Air!
As much as 60% of your time can be spent dealing with conflict…or the consequences of avoiding it or addressing it ineffectively.  Conflict is going to happen, even in the best of organizations or relationships.  How well are you prepared to deal with it?

You will learn proven methods of functionally handling conflict, rather than avoiding it and allowing it to escalate so that it decreases morale and productivity. Improve your conflict resolution skills by applying the simple, yet effective, techniques and methods presented in this session.

  • Appreciate the benefits of conflict
  • Identify the real reason(s) for the conflict
  • Intervene early, before it becomes more difficult to address
  • Initiate and self-facilitate conflict resolution one-on-one
  • Facilitate the resolution of conflict between others

Appropriate for: Managers and Supervisors
Duration: 2.5 Hours

Consensus Building

Discover how to achieve consensus, a true agreement to agree, in this very practical session. You will learn how to capture creative ideas and then determine which ones are best for use.

  • Review the basics of consensus decision making
  • Learn and practice the ISSS Pattern, which includes the following consensus decision making tools and techniques:
    • Structured Brainstorming
    • Specification and Sorting of Brainstormed Ideas
    • Selection
    • Multi-Voting
    • Selection Matrix
    • Pro/Con Analysis
    • Priority Determination

Appropriate for: All Associates
Duration: 2 Hours

Diversity & Inclusion: Connecting with Others

The “Connecting” workshop, offered in conjunction with RDR Group, is framed in the context of creating a user-friendly workplace for everyone – both associates and customers – regardless of differences. The importance of connecting has everything to do with successful outcomes.

Instead of just introducing new concepts, this course focuses on specific competencies which create sustainable culture change around inclusion and diversity. The class goes beyond awareness and looks at 5 strategic skills which are necessary to connect with a wider scope of individuals – causing a marked improvement in associate engagement, customer satisfaction and overall performance.

Diversity is a much broader concern than issues of race and gender. A new definition is therefore presented as “any difference that makes a difference.” This allows participants to consider what differences might be causing disconnects for them and the organization. By the same token, inclusion is not about having diversity – it’s about valuing differences in a way that helps everyone succeed.

Various studies are examined to demonstrate the criticality of connecting. This includes the research from the Gallup Q-12 and the Great Place to Work Institute which shows a powerful link between inclusion and productivity, profitability, retention and customer service.

Appropriate for: All Associates
Duration: 4-6 Hours depending on depth preferred

Effective Meetings

Lots of time can be wasted in meetings that should never have been held in the first place or in those that are ineffectively managed. You will learn when a meeting should be held, rather than using alternative means, and how to manage it well through the use of simple tools and techniques. Advance planning and follow up are emphasized, along with what to do to reinforce positive behaviors in meetings and address detracting behaviors. With the skills you will gain, your meetings can be energizing and productive!

  • Define clear meeting roles and responsibilities
  • Practice effective meeting behaviors
  • Improve the efficiency of meetings by using meeting planning checklists, agendas, action plans, and concise minutes
  • Assess and improve the effectiveness of meetings by using meeting audits and meeting critiques
  • Affirm positive meeting behaviors and address those that are detrimental
  • Practice creative meeting techniques to help achieve desired end results more quickly

Appropriate for: All Associates
Duration: 2 Hours

Embracing Change

You can thrive in our ever-changing world by embracing change and being an effective change agent for the organization. Explore how to create and manage change positively and inspire the desire to change in others through proven strategies and techniques you can readily apply.

  • Identify the stages in making significant change and what to expect during each stage
  • Anticipate and respond effectively to feelings expressed during the change process
  • Apply the Change Dynamics Formula to be successful with change
  • Practice specific strategies in taking a positive approach to change

Appropriate for: Managers and Supervisors
Duration: 2 Hours

Flexible Leadership
Session 1: Increase your flexibility in using leadership styles which meet the development needs of your associates. By so doing, both satisfaction and performance improve.

  • Explore the roles of supervisors and managers and qualities of great leaders
  • Learn the SLII model
  • Understand four leadership styles
  • Assess current leadership style(s) used and their effectiveness
  • Determine development levels of associates
  • Understand strategies for leading associates effectively, based on development needs and use of appropriate leadership style
  • Practice flexible leadership in “real-life” situations

Appropriate for: Managers and Supervisors
Duration: 3 Hours
Pre-Requisite: Interpersonal Communication

Session 2: You will develop skills related to each of the four leadership styles introduced in Flexible Leadership.

  • Explore the roles of supervisors and managers and qualities of great leaders
  • Define clear expectations
  • Affirm and adjust behavior
  • Develop self-sufficiency
  • Transfer responsibility

Appropriate for: Managers and Supervisors
Duration: 3 Hours
Pre-Requisite: Session 1

Managing the Intergenerational Workforce

Five generations are explored in these sessions:

Traditionalists – (Born 1928-1945, included to provide context for organizational culture influence)
Baby Boomers – (Born 1946-1964)
Generation X – (Born 1965-1980)
Millennials – (Born 1981–1996)
Generation Z – (Born 1997–2011)

Appropriate for: Managers and Supervisors
Duration: 2 Hours

Interpersonal Communication: Body Talk and Verbal Touch

We are always communicating through our facial expressions, eye contact (or lack thereof!), and body language. What messages are you intentionally or unintentionally sending which create either barriers or connections with others? In this interactive session you will explore effective non-verbal means of communication, along with how to use the voice and which words and phrases to lose and use, active listening, and sending clear messages.

  • Read visual, vocal and verbal behavioral clues sent by others
  • Listen actively and with empathy
  • Avoid poor listening “traps”
  • Clearly communicate verbally
  • Use friendly and respectful words and phrases and avoid those that are offensive

Appropriate for: All Associates
Duration: 2 Hours

Interviewing to Get the Right People in the Right Places
Selecting the best candidate has a lot to do with how the interview is conducted. You will learn how to effectively prepare for the interview, use behavioral interviewing techniques, and conduct interviews consistently. Application of this simple and effective method can significantly help in making the best hiring decision.

  • Avoid discriminatory practices and interact respectfully with candidates
  • Prepare for the interview
  • Use behavioral interviewing techniques to learn more about how the candidate thinks and acts in multiple situations
  • Handle difficult interviewing situations
  • Determine which applicant would be best suited for the position

Appropriate for: Managers and Supervisors
Duration: 2 Hours

Performance Evaluation Process

The performance evaluation process is one of the most important means of communicating with the associate. Done properly and consistently, it provides the opportunity to learn about strengths and areas for development, which in turn strengthens the individual, the team and ultimately the organization. The written performance evaluation and discussions about it provide further clarity of expectations and a roadmap for the future. You will learn how to write the Performance Evaluation, give constructive feedback to your associate on their performance and present upcoming learning and growth opportunities.

  • Prepare for the Performance Evaluation conversation: gather information and materials, prepare meeting logistics and agenda, prepare self and the associate for the meeting
  • Conduct the Performance Evaluation conversation: set the tone and begin positively, look backward to celebrate successes and review performance gaps, look forward to a development plan with performance objectives
  • Close the Performance Evaluation conversation: confirm action steps and reinforce the positives
  • Follow up on the Performance Evaluation conversation
  • Give and receive positive and critical feedback effectively
  • Avoid common pitfalls

Appropriate for: Mangers and Supervisors
Duration: 3 Hours
Pre-requisite: Interpersonal Communication

Process Analysis & Improvement

Work can be simplified, and customers can be better satisfied through your development of analytical skills and the application of a fact-based method and useful tools and techniques. Applications will enable you to effectively improve work processes, solve problems, make decisions, and manage projects. Additional outcomes of your efforts include reduced waste and increased efficiency, while also improving collaboration and cooperation within a department and/or cross-functionally.

  • Learn fundamental concepts of process management, problem solving, and continuous improvement
  • Learn and practice numerous tools and techniques fact finding, root cause analysis, process mapping, and cost analysis
  • Discover the four aspects of a problem and what to do to effectively solve the problem
  • Apply a seven-step method for analyzing and improving a work process to existing, problematic processes in the organization

You will work in teams during the course. Ideally, as the method and tools and techniques are explained, each team (with the majority of members having sufficient knowledge of the process) will immediately apply them to an existing, problematic work process. The bonus of this “learn by doing” approach is that by the time the course is complete, the teams will have made substantial progress in analysis and improvement of the selected processes.

Appropriate for: All Associates
Duration: 6 Hours, plus Team Application TBD
Pre-requisite: Consensus Building


Every associate is a storyteller, engaging customers and fellow associates in stories that reinforce the organization’s culture and encouraging customers and fellow associates to share their stories.  The Storytelling training module develops the art and science of storytelling, making it accessible to you.  Crafting compelling stories and actively listening to the customer’s stories enhances both the customer’s and associate’s experience with the organization.

  • Learn why storytelling is important
  • Understand the art and science of storytelling
  • Become skilled at telling stories about you and your organization
  • Learn how to elicit stories from your customers

Appropriate for: All Associates
Duration: 1.5 Hours

Strategic Planning: A Practical Guide

You may have heard, “If you fail to plan, you plan to fail.” Many organizations function without a strategic plan, resulting in confusion and wasted effort at significant costs in terms of both time and money. In this interactive session, the strategic planning process will be explained simply, with many “how tos” included.

  • Cast a vision for the organization that is a compelling, inspiring picture of a possible and preferred future
  • Provide more direction through describing the mission of the organization and the values upon which decisions are based
  • Determine priorities, broad areas of focus for the next 3-5 years
  • Set goals to be accomplished in the next 1-2 years
  • Develop an action plan for the near future
  • Align the contributions of teams and individuals with the overall plan for high productivity and satisfaction

Appropriate for: Managers and Supervisors
Duration: 3 Hours (Method) 8 Hours (Core Plan Developed)

Teaming for Results

Teamwork is critically important to the success of the organization and an important part of both the leader’s and the associate’s role is building the team. As you learn about effective teams, which can be done in a fun or formal setting, a stronger, more productive and well satisfied team will result.

  • Learn elements of successful teams, roles and responsibilities of associates, and four stages of team development
  • Utilize guidelines for satisfying and valuable interactions
  • Identify areas of team strength and opportunity for improvement
  • Create a decisive plan of action to ensure the team’s success

Appropriate for: Managers and Supervisors
Duration: 4 – 8 Hours, depending upon format selected

Time Management

How do you keep pace with the increasing demands on your time? Everyone has the exact same amount of this highly valued resource. Learn how to maximize yours.

  • Identify common time busters
  • Offer strategies for prioritizing
  • Explore some “tried and true” methods for getting more done in less time

Appropriate for: All Associates
Duration: 2 Hours

Training for Trainers: How to Develop Skills and Build Confidence

You can acquire the skills necessary to effectively train new and existing associates in an accelerated learning process so standards are consistently met. Training for Trainers is to be offered in half-day sessions on two consecutive days. Between the two sessions, participants prepare a practice training session, which they conduct with fellow participants and then receive feedback.

You will learn how to:

  • Determine training needs and bridge gaps
  • Effectively train adults with different learning styles, using a variety of techniques
  • Use the “discovery method” to accelerate learning and retention
  • Practice a three-step method of training to help associates perform to standard quickly and consistently
  • Develop an operational training plan

Appropriate for: Managers and Supervisors
Duration: 3 Hours – Time for second module dependent on the number of participants