Business Courses in Edmonton, Alberta

Accounting Skills for New Managers

2 days

Understanding business finances is crucial in order to become an effective manager. Those who are not aware of basic accounting principles can be lost when trying to read or create a budget for their business. This two-day training course comes with customizable training materials and makes financing accessible and easily understood for anyone who wants to learn how to manage their role in the company’s accounting structure.

Topics include:

• The art of finance and financial management
• Where to find the rules and regulations for their area and industry
• Various types of financial reports, including income statements, balance sheets, cash flow statements, and statements of retained earnings
• Cash and accrual accounting
• Single and double entry bookkeeping
• Debits and credits
• Identifying and analyzing important financial data
• Making financial decisions
• Reading annual reports
• Plus more

Anger Management

1 day

Anger is a completely normal, usually healthy, human emotion, but it can get out of control and turn destructive. It can lead to problems at work, in our personal relationships, and in the overall quality of life. Anger can also make you feel as though you are at the mercy of an unpredictable and powerful emotion. Managing anger productively is important and those who can manage their anger are much more successful. This one-day workshop is designed to help give you and your organization that edge.

Topics include:

• Recognizing how anger affects your body, your mind, and your behaviour
• Using the five-step method to break old patterns and replace them with a model for assertive anger
• Creating an anger log to identify what triggers your anger
• Controlling your own emotions when faced with other peoples’ anger
• Helping other people safely manage their repressed or expressed anger safely
• Communicating with others in a constructive and assertive manner

Budgets and Managing Money

2 day

For managers in today’s business world, it’s essential to have a working knowledge of finance. We all play a role in our organization’s financial health, whether we realize it or not. If you don’t have training or a background in finance, you may be at a disadvantage as you sit around the management table.

Understanding the cycle of finance will help you figure out where you fit into your company’s financial structure, and how to keep your department out of the red. This two-day workshop will help you prepare budgets and make decisions with confidence.

Participants should complete Coursetter’s Accounting Skills for New Managers course before this workshop or have equivalent knowledge.

Topics include:

• Define basic financial terminology
• Prepare a budget of any type or size
• Get your budget approved
• Perform basic ratio analysis
• Make better financial decisions

Building Better Teams

1 day

Teams are an important building block of successful organizations. Whether the focus is on service, quality, cost, value, speed, efficiency, performance, or other similar goals, teams are the basic unit that supports most organizations. 

With teams at the core of corporate strategy, an organization’s success can depend on how well team members operate together. How are their problem-solving skills? Is the team enthusiastic and motivated to do its best? Do they work well together? This one-day course can help participants get there!

This one-day workshop will help you teach participants:

• The value of working as a team
• Ways to develop team norms, ground rules, and team contracts
• How to identify their team player style and how to use it with their own team
• Techniques for building team trust
• The stages of team development and how to help a team move through them
• The critical role communication skills will play in building and maintaining a team atmosphere
• Ways that team members can be involved and grow in a team setting

Building Self-Esteem and Assertiveness Skills

1 day

Of all the judgments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth, life can be painful and unrelenting. In this one-day workshop, participants will discover techniques that can dramatically change how they feel about themselves and how they approach the world to get the things that they want.

Topics include:

• Recognizing that you have worth and are worthy of happiness
• Developing techniques for eliminating unhealthy thought patterns by replacing them with supportive patterns
• Turning negative thoughts into positive thoughts
• Making requests so that you get what you want
• Setting goals that reflect your dreams and desires and reinforce healthy patterns

Building Stronger Sales Relationships

3 days

Productive salespeople people will attribute their success to building relationships with their clients rather than just selling a product or service. This three-day course offers participants the opportunity to discover that the business of all sales professionals is making friends and building relationships, no matter the size of the company or the type of market.

Topics include:

• The benefits of creating a stronger relationship with clients
• How building connections can help develop a stable business base
• How to successfully apply communication strategies to build a sales network
• The key elements of a strong working relationship
• How to use these elements in building working relationships
• Work through the benefits of customer relationships on a company’s bottom line

Business Ethics

2 days

What makes a decision ethical? This workshop will not provide you with an easy way to solve every ethical decision you will ever have to make. It will, however, help you define your ethical framework to make solving those ethical dilemmas easier. We’ll also look at some tools that you can use when you’re faced with an ethical decision and, we’ll look at some techniques you can use so you don’t get stuck in an ethical quandary.

This two-day workshop will help you teach participants how to:

• Understand the difference between ethics and morals.
• Understand the value of ethics.
• Identify some of your values and moral principles.
• Be familiar with some philosophical approaches to ethical decisions.
• Identify some ways to improve ethics in your office.
  
• Know what is required to start developing an office code of ethics.
• Know some ways to avoid ethical dilemmas.
• Have some tools to help you make better decisions.
• Be familiar with some common ethical dilemmas.

Business Leadership: Become Management Material

3 days

The saying that leaders are born and not made may be true on some level, but this course challenges and revolutionizes that theory. This three-day course engages new and influential leaders in the functions of a business manager. Lessons are designed with a balance of theory and practical application to ensure learning is relevant.

Topics include:

• Becoming an effective part of an organization
• Understanding the important roles of leaders
• Utilizing systems thinking to progress leadership skills
• Effective leadership practices – including change, performance, and people management
• Learning and understanding when to lead and when to manage

Cannabis & The Workplace

1 day

Managing medical marijuana in the workplace is complex and requires specialized knowledge of medical cannabis use, workplace policy, and case law. This information will ensure you have the tools to mitigate risk in your organization.

This one-day course includes: an introduction to cannabis and the potential impact on the workplace, intervention strategies, and designing and launching a drug and alcohol policy.

Topics include:

• What is marijuana/cannabis?
• The general health effects of using cannabis
• Issues an employer should consider if cannabis is used for medical purposes
• Responsibilities of employees and employers
• And more…

Change Management

1 day

In today’s fast-paced and competitive business environment, change is a constant and it will not manage itself. Businesses should take concrete steps to make change more palatable by understanding people’s hesitation, enlisting the help of others, setting up plans, and managing stressors.

In this one-day workshop, you will learn how to manage and cope with change and how to help those around you.

Topics include:

• What is change?
• The change cycle
• How do people respond to change?
• Dealing with resistance
• Learn how to adapt to change
• Recognizing and Managing Stress
• Strategies on how to deal with anger

Communication Strategies

2 days

Effective communication skills are fundamental for anyone who wishes to improve their professional and personal relationships. The objective of this course shows participants how their communication skills can affect others while helping to improve their communication skills so that they may find success in the office and beyond.

Topics include:

• Common communication problems
• Acquiring skills to ask pertinent questions
• How non-verbal messages communications can have an impact
• Demonstrating active-listening and empathetic skills to others
• How to handle difficult situations
• Dealing with situations assertively but without aggression

Creating a Positive Work Environment

1 day

A positive work environment is important for the productivity of a company, but it is also important to us personally. Our emotional and physical health can be improved by working in a positive work environment. As an employee or a leader within a company, you have a responsibility to create and maintain a positive work environment. Even if this is not a company-wide reality, you can seek to provide this type of environment for your department.

This one-day course will give you tools to be able to create the type of company environment that you crave through building and nurturing effective workplace relationships.

Topics include:

• Recognize what a positive workplace looks like
• Know and understand the key elements necessary to create and maintain a positive work environment
• Understand as an employee and employer what you can do to personally create and maintain a positive work environment
• Learn and practice various methods to deal with workplace problems
• Discover your personal strengths and weaknesses in working cooperatively
• Plus more…

Creativity in the Workplace

1 day

Creative thinking in the workplace is in demand. We live in a competitive society and creativity improves productivity, teamwork, and innovation.

But how do we tap into our creativity when corporations and organizations require or expect it?

Creativity is a skill that can be learnt. Workplace employers and the workplace environment can assist and promote a creative corporate culture.

Topics include:

• Define creativity and dispel myths surrounding creativity.
• Learn ways to develop their creativity.
• Distinguish the importance and benefits of creativity in the workplace
• Recognize what a creative workplace looks like
• Foster creativity in the workplace
• Use various brainstorming techniques

Crisis Management

2 days

Viable organizations need to be ready for emergencies because they are a fact of doing business. The worst plan is not to have any kind of plan at all, and the best plans are tested and adjusted so that they work overtime. One solid plan will help you to prevent, respond, and recover from all crises. This two-day course will help you ensure your organization is ready to manage any kind of crisis.

Topics include:

• Assign people to an appropriate crisis team role
• Conduct a crisis audit
• Establish the means for business continuity
• Determine how to manage incidents
• Help teams recover from a crisis
• Apply the crisis management process

Business Office Etiquette

1 day

When the rules of office etiquette are observed, camaraderie, communication and collaboration will ensure. But what does proper office etiquette look like? This one-day workshop will help you handle the most socially difficult moments within an office setting. You’ll have an extra edge in areas that you may not have given a lot of thought to until now.

Topics include:

• Network effectively, including making introductions, shaking hands, and using small talk appropriately
• Dress appropriately for every business occasion
• Feel comfortable when dining in business and formal situations
• Feel more confident about your business communication in every situation
• Develop that extra edge to establishes trust and credibility

Dealing with Conflict and Confrontation

1 day

It is inevitable that we will run into a situation where the other person is difficult, stubborn or even indecent. Despite one’s best efforts, it may be difficult to approach the situation in a calm and collected manner. In this one-day workshop, we demonstrate how to deal with an emotional situation and how to turn the confrontation to an amicable resolution for both parties.

Topics include:

• The opportunity to practice effective skills and strategies when faced with a difficult person or group
• Exploring the various types of conflict and conflict styles
• Educating participants on how to recognize how their own attitudes may impact others
• Meditation and coping strategies to help deal with one’s own anger

Develop Critical Thinking Skills

2 days

In today’s society, we are bombarded with messages to believe in various ideas, support causes, and lead our lives in a particular way. How do you separate the truth from the falsehoods?

The answer lies in critical thinking skills. The ability to clearly reason through problems and to present arguments in a logical, compelling way has become a key skill for survival in today’s world. This two-day workshop will give you some practical tools and hands-on experience with critical thinking and problem solving.


Topics include:

• Work through the critical thinking process to build or analyze arguments
• Develop and evaluate explanations
• Improve key critical thinking skills, including active listening and questioning
• Use analytical thought systems and creative thinking techniques
• Prepare and present powerful arguments
• Plus, more…

Diversity Training

1 day

The workplace is a diverse collection of individuals who are proud of their gender, sexual orientation, religion, ethnic background, and all the other components that make an individual unique. One of the challenges for workplace leaders is how to help these diverse individuals work as a team. This one-day workshop will give you ways to celebrate diversity in the workplace while bringing individuals together.

This one-day course will help you teach participants how to:

• Describe what diversity and its related terms mean.
• Explain how changes in the world have affected you and your view.
• Identify your stereotypes.
• Use terms that are politically correct and avoid those that are not.
• Avoid the pitfalls related to diversity.
• Use a technique for dealing with inappropriate behavior.
• Develop a management style to encourage diversity.
• Take action if you or one of your employees feels discriminated against.

Emotional Intelligence

1 day

For leaders looking to connect and motivate their team, it’s crucial that they learn about emotional intelligence.

Emotional intelligence is the ability to identify and manage one’s own emotions and the emotions of others and it is a pivotal factor in personal and professional success. Some psychologists believe that emotional intelligence is a better predictor of career success than an impressive résumé or a high IQ.

Topics include:

• History of emotional intelligence
• Recognize how our emotional health and physical health are related
• Learn techniques to understand, use, and appreciate the role of emotional intelligence in the workplace
• Understand the different emotions and how to manage them
• Validate emotions in others

Functional Business Writing Skills

2 days

Although we live in a technological world, technology is still not a viable substitute for developed writing skills. Industry professionals will recognize weak writing, and many people need some assistance when improving their writing in a business setting. This two-day course focuses on concrete solutions and shares the necessary tools writers need to advance their writing skills.

Topics include: 

• The value of well-written communication
• Keeping it clear and concise - how to write and proofread your work
• Learning to apply these writing skills in real-world situations
• Paragraph structure, tone, and syntax details
• Formatting emails, letters, and memos for various professional settings

Fundamentals of Business Management

3 days

This three-day business management skills program is for individuals who wish to get ahead within their organization and people starting up their own business. This course focuses on a bit of everything that a business needs to become successful. In addition, you will learn about different business structures, who is managing and who is leading, how to create a brand and the value of a strategic plan.

Topics include:

• Inventory management
• Human resources
• Finance and accounting
• Marketing and sale
• Social media

Harassment in the Workplace

2 days

Harassment or sexual violence of any kind in their workplace should not be tolerated.

But, how do you prevent harassment from occurring? What types of policies should be made? What should managers do to protect their employees? And if a complaint is filed, what should you do?

Topics include:

• Explaining acceptable workplace behaviour
• Assisting in creating a harassment policy
• Stating some ways to prevent harassment and understand what role they can play
• Demonstrating some ways to protect themselves from harassment
• Understanding the complaint process, from the complaint to the reply, to mediation or investigation, to a solution
• Helping the workplace return to normal after a harassment incident 
• Plus, more…

Human Resources Training for the Non-HR Manager

3 days

In today’s fast-moving world, many managers and supervisors are expected to deal with some human resource issues. They may be asked to take part in developing job descriptions, take part in interviews, or take responsibility for discipline. This three-day workshop will introduce those managers to human resource concepts. We will walk you through the hiring process, from performing a skills inventory to conducting the interview; discuss orientation; and cover some issues that arise after the hiring (such as diversity issues, compensation, and discipline).

Topics include:

• Identify current issues in the human resource field and the changing role of supervisors and managers in terms of HR functions
• Write job specifications and identify core competencies
• Apply methods of finding, selecting, and keeping the best people using behavioural description interviewing techniques
• Get new employees off to a good start
• Understand compensation benefits
• Plus more…

Inventory Management

1 day

The Inventory Management training course is designed for people working with warehouse or stockroom managers and who are responsible for what comes in and goes out of the company. This one-day course shows individuals how to lead an efficiently-operated and cost-effective inventory process, with enough products available for sale and a sufficient amount of stockpiled products.

Topics include:

• Terms related to warehouse management
• Goals, objectives, and measurements in inventory management
• Using aspects of the inventory cycle
• How to improve inventory accuracy

Leadership Essentials: Coaching, Delegating, and Motivating

3 days

It’s no secret that employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive. This three-day workshop will help leaders create a more dynamic, loyal, and energized workplace. It is designed specifically to help leaders understand what employees want, and to give them a starting point for creating dependable personnel.

Topics include:

• What does effective coaching, delegating, and motivating look like?
• Learn how to create a climate that embraces all three skills
• Identify and assess employees that need coaching and motivating
• Learn what to delegate and what not to delegate and how to delegate those things well
• Take control of factors that can derail your workplace productivity

Learn Time Management Skills

1 day

We deal with a constant barrage of technology, people, and tasks that can contribute to that disorganization on a daily basis.

In this one-day workshop, you will learn how to make the most of your time by getting a grip on your workflow and office space, using your planner effectively, and delegating some of your work to other people.

Topics include:

• Effectively organize yourself and your workspace
• Learning different techniques on how to prioritize your workload
• Identifying the right things to be doing and develop plans for doing them
• Learning what to delegate and what not to delegate and how to delegate those things well
• Taking control of factors that can derail your workplace productivity 
• Plus, more…

Logistics & Supply Chain Management

2 days

Optimizing the flow of products and services as they are planned, sourced, made, delivered, and returned can give your business an extra competitive edge.

This two-day course will introduce you to the basic concepts of supply chain management, including the basic flow, core models, supply chain drivers, key metrics, benchmarking techniques, and ideas for taking your supply chain to the next level.

Topics include:

• The evolution of the supply chain
• The basic supply chain structure
• Supply chain drivers
• Aligning your supply chain with business strategy
• Managing supply chain risks 
• Tracking and evaluating supply chain data
• Troubleshooting supply chain problems
• Sharing supply chain activities
• Sustainable supply chain strategies
• Applying lean techniques to the supply chain
• The future of supply chain management

Managing Across Cultures

1 days

Our culture defines many aspects of how we think, feel, and act. It can be challenging for managers to bridge cultural differences and bring employees together into a functioning team. This course will give supervisors and managers easy-to-use techniques for communicating across cultures, building teams, promoting multiculturalism in the organization, and leveraging the global talent pool.

This one-day workshop will help you teach participants:

• Define what culture is and how it shapes the workplace
• Identify how stereotypes shape our perception
• Develop useful cross-cultural attitudes 
• Communicate effectively across cultures
• Effectively manage employees from different cultures 
• Help teams overcome cross-cultural and virtual barriers
• Promote acceptance and awareness in your organization to help create a multicultural environment
• Leverage the global talent pool

Negotiating for Results

2 days

Negotiating is about resolving differences and people who can master the process of negotiation find that they can save time and money and develop a higher degree of satisfaction with outcomes at home and at work. Whether you are working on a project or fulfilling support duties, this workshop will provide you with a basic comfort level to negotiate in any situation. This interactive workshop includes techniques to promote effective communication and gives you techniques for turning face-to-face confrontation into side-by-side problem solving.

Topics include:

• How often we all negotiate and the benefits of good negotiation skills
• The importance of preparing for the negotiation process, regardless of the circumstances
• The various negotiation styles and their advantages and disadvantages
• Strategies for dealing with tough or unfair tactics
• Skills in developing alternatives and recognizing options
• Basic negotiation principles, including BATNA, WATNA, WAP, and the ZOPA

Networking for Success

2 days

Before the digital age, workers would build a network of working relationships to improve their careers. Today, networking is even more important for expanding one’s business or career options. In this two-day interactive course, we explore the most effective platforms and techniques for business networkers.

Whether people want to network in person at big or small events, or they are trying to figure out how to make the most out of digital platforms like LinkedIn and Twitter, this course explores the most effective ways of networking!

Topics include:

• Business card etiquette
• Growing professional and personal relationships
• Mastering the art of small talk and conversation
• A discussion of introverts and extroverts
• Examining various digital platforms

Order Desk and Call Centre Training

3 days

Either manning a service desk or on the phone, businesses need well trained employees who can get through to their customers and provide superior service. This three-day inclusive training course helps anyone learn to make the most of their profession, including understanding the best ways to listen and be heard. All phone or face-to-face interactions have some elements of sales or customer service skills, which are explored in detail throughout this hands-on course.

Topics include: 

• The subtleties of body language and verbal skills
• Verbal communication traits such as pitch, tempo, and tone
• Questioning and listening skills
• How to effectively say “no” and deliver bad news
• Implementing effective negotiating skills
• The need to create and deliver meaningful messages
• Tools to enhance speech and communication skills
• The value of personalizing interactions and developing relationships
• Various methods for managing stress

Overcoming Your Fear of Speaking in Public

1 days

Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this one-day workshop is just for you! It’s aimed at anybody who wants to improve their speaking skills in informal situations. We’ll give you the confidence and the skills to interact with others, to speak in informal situations, and to present in front of small groups.

During this workshop, participants will learn to: 

• Speak with more confidence in one-on-one conversations 
• Feel more confident speaking socially or small groups such as meetings
• Practice developing these skills in a safe and supportive setting

Problem-Solving and Decision Making

2 days

We make decisions and solve problems continually. We start making decisions before we even get out of bed (shall I get up now or not?). Sometimes, we will have made as many as 50 decisions by the time we leave for work. Despite all the natural decision making that goes on and the problem solving we do, some people are very uncomfortable with having to make decisions. 

The key rests in our ability to identify options, research them, and then put things together in a way that works. Having a process to work through can take the anxiety out of problem solving and make decisions easier.

This two-day workshop will help you teach participants how to: 

• Apply problem solving steps and tools
• Analyze information to clearly describe problems
• Identify appropriate solutions
• Think creatively and be a contributing member of a problem-solving team
• Select the best approach for making decisions
• Create a plan for implementing, evaluating, and following up on decisions
• Avoid common decision-making mistakes

Purchasing and Procurement for the Beginner

2 days

Purchasing and procurement extends past getting the products and services that an organization needs at the right time and the right price. This field has evolved to include strategic relationship building, supply chain management, and communication with stakeholders to continually improve processes and results.

Topics include:

• The value of procurement
• The five rights of purchasing
• Checklist for supplier evaluation
• The purchasing cycle
• Managing competitive bidding with RFPs and RFQs
• Techniques for successful negotiation
• Risk management
• Agile procurement
• The role of cross-functional teams in purchasing and procurement
• Tools of the trade, such as EDI, ERP, and e-commerce

Skills for the Administrative Assistant

2 days

The aspiring administrative assistant will learn the essential soft skills necessary to succeed in their careers. This two-day content-rich course helps people who work in support positions to improve their performance, no matter the business setting.

Topics include:

• Interpersonal skills - including effective communication skills, first impressions, and personal management
• Professional presence
• Techniques for being assertive
• Managing conflict
• Dealing with difficult people

Skills for the Service Advisor

2 days

While many automotive service companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around critical elements that every service underwriter/advisor needs to ensure that they are able to outdo the competition.

Topics include:

• Understanding the roles and responsibilities of a service underwriter
• Demonstrating a customer service approach
• Understanding how your own behavior affects the behavior of others
• Demonstrating confidence and skill as a problem solver
• Providing accurate repair estimates – basic math skills
• Plus more…

Starting a Small Business

2 days

This two-day comprehensive business plan writing workshop is ideal for first time business owners with little to no business plan writing experience and for business owners looking to grow their business. When participants complete the workshop, they will have everything they need to write a persuasive business plan that they can confidently use to support their business growth.

Topics include:

• How to describe their unique selling points
• Performing reliable research
• Examining the marketplace
• Creating a marketing plan
• Developing financial projections
• How to present a compelling business plan package

Stress Management

1 day

People today are experiencing job burnout and stress in epidemic proportions. Many people feel the demands of the workplace, combined with the demands of home, have become too much to handle. This one-day workshop explores the causes of such stress and suggests general and specific stress management strategies that people can use every day.

Topics include:

• Understanding that stress is an unavoidable part of everybody’s life
• Recognize the symptoms that tell you when you have chronic stress overload
• Changing the situations and actions that can be changed
• How to deal better with situations and actions that can’t be changed
• Creating an action plan for work, home, and play to help reduce and manage stress

The Fundamentals of Customer Service

2 days

The Fundamentals of Customer Service course has been developed with the help of organizations that consistently exceed exemplary customer service. This two-day workshop is focused on managing customer expectations and dealing with challenging service situations. The Fundamentals of Customer Service course will outdo the competition and show how a company can be loyal to their customers.

Topics include:

• Exhibiting true customer service within all aspects of a business
• Recognizing how your own behaviour affects other peoples’ behaviour
• Showing confidence and skill as a critical problem solver
• Utilizing techniques on how to deal with difficult customers
• Choosing to make the correct choices that will provide superior service

 The Principles of Project Management

3 days

This comprehensive three-day workshop will enable participants to become familiar with the most common terms and the most current theories about project management. Learners who are new to the profession will go through the details of project management, from setting priorities to controlling expenses and reporting on the results.

Topics include:

• What is a project?
• Project presentation skills
• The essentials to help complete projects
• Rationales for Gantt charts and PERT diagrams
• Project planning and mitigating risk factors
• Requirements for establishing successful teams in project environments
• Practicing and exploring reliable project management skills

The Professional Supervisor

3 days

There are essential principles underlying a supervisor’s role to ensure a productive relationship with their employees. This three-day intensive program focuses on various supervisor techniques and is ideal for newly promoted or aspiring supervisors who are motivated to excel in their new position. Students will immediately become engaged in the course by having to complete a pre-assignment.

Topics include:

• Understanding the difference between managing and leading
• Dealing with challenges
• Effective prioritization
• Professional communication habits
• Team motivation
• Providing useful feedback and empowering employees

Train the Trainer

3 days

Most people who call themselves trainers probably didn’t envision themselves to be trainers. Some of today’s trainers probably worked in a field where they developed extensive subject knowledge and then were asked to share what they knew.

This course will give new and experienced trainers the necessary skills to help develop their students’ ability to retain information, transfer their new skills to their jobs, and learn to enjoy the process as well.

Topics include:

• Recognizing the importance of considering the participants and their training needs, including the different
  learning styles and adult learning principles
• Knowing how to write objectives and evaluate whether these objectives have been met at the end of a training session
• Developing an effective training style, using appropriate training aids and techniques 
• Plus, more…

Working in a Multigenerational Environment

1 day

The business environment has changed, and it is the first time in history that there are four generations in the working world. Understanding what drives other generations is the first step toward bridging this generational divide in the workplace.

This course explores whether defining the actual limits of each generation is most important, or whether the merits of people within the context of employment is the bigger issue. We will explore problems, solutions, and strategies to help overcome issues of the generation gap.

Topics include:

• Identify where the generation gap issue surfaces, and the impact it has on the modern workforce
• Describe and apply language that is specific to each generation
• Evaluate the need and effectiveness of recruiting, retention, and succession plans in context of the generation gap
• Explore organization strategies that overcome gap issues