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Professional Excellence: Problem-Solving
for Tribal Administrative Professionals:
Becoming Solution-Focused

Date: September 15 - 17, 2021
Time: 12:30 p.m. EDT; 11:30 a.m. CDT; 10:30 a.m. MDT; 9:30 a.m. PDT; 8:30 a.m. AKDT
Duration: 4 Hours/Day
Tuition:   $995

Attend this LIVE, ONLINE TRAINING presented by our expert, who will be using all the interactive training tools used in the classroom and more. Youíll be able to ask questions, respond to polls, and collaborate with others. Donít let anything interrupt your training needs. Join us online and experience a different way of learning! Please click here for Virtual Training FAQs.

As a tribal secretary or administrative assistant, every day you face problems that require you to make and implement the right decisions ó from catching and fixing scheduling conflicts, to dealing with competing tasks from multiple bosses, to solving last-minute emergencies as they pop up. Bosses donít want you to come to them with problems ó a successful administrative assistant is proactive and solution-focused. This vitally important class will provide you with the strategies you need to quickly and correctly identify problems, get to their root, and tackle them systematically so issues donít keep cropping up.

If youíve taken other Professional Excellence classes from Falmouth, youíve already begun to develop the foundations you need to be able to take on some of the most challenging problems tribal administrative professionals face. You learned strategies for communicating effectively and assertively, fostering strong professional networks, and working cohesively as part of a team. In this exciting, hands on class, youíll further hone and develop these skills as they apply to problem-solving and decision-making, using case studies, exercises, small-group work, and full-class activities that will help you overcome some of the most common obstacles todayís tribal administrative professionals face. If youíve ever wondered how to solve problems relating to any of the following situations, this class will help you find the right solutions for you:

  • Competing demands from multiple bosses
  • Difficult customers (in person, phone, email, and social media)
  • Team members with different priorities, and team members who canít (or wonít) do their jobs
  • Ethically compromising situations
  • Last-minute emergencies (travel complications, sudden scheduling conflicts, equipment failure, etc.)
  • Gate-keeping struggles
  • Unreasonable requests
  • Delegating tasks
  • Lateral and vertical conflict
  • Making the right choice when selecting vendors
  • Making important decisions on the spot
  • Deciding when a problem needs to be brought to your bossí attention, and when (and how) you should solve it proactively
  • And much more!
T O P I C S   I N C L U D E
ABCís of Problem-Solving
  • How to apply problem solving steps and tools
  • What is a ďproblemĒ anyway?
  • 3 different ways to approach problems
  • How to identify appropriate solutions
Problem Identification
  • Finding the root of the problem
  • 8 essentials to defining the problem
  • Analyzing information to clearly describe problems
  • Classifying different problems
  • Deciding if a problem is worth addressing
  • Setting yourself up to create high-quality solutions
Decision-Making Skills
  • Using the right data
  • Selecting the criteria to base the decision on
  • Looking at it from different angles
  • Conducting the analysis
  • 8 key ingredients for good decision-making
  • Decision-making traps
Problem-Solving Methods and Models
  • Creative and critical thinking methods
  • Using a force field analysis
  • Brainstorming
  • Mind-mapping
  • Evaluating multiple solutions and picking the best one
  • Using graphics
  • Asking the right questions in the right way
Making Decisions in a Group
  • Special considerations for teams and groups
  • The Stepladder Technique
  • The Delphi Technique
  • Nominal Group Technique
  • Avoiding common mistakes
Applying Problem-Solving to Real-World Issues
  • Case studies, small and large group activities, exercises, and role plays:
    • Competing demands from multiple bosses
    • Difficult customers
    • Team members with different priorities
    • Team members who canít (or wonít) do their jobs
    • Ethically compromising situations
    • Last-minute emergencies
    • Gate-keeping struggles
    • Unreasonable requests
    • Delegating tasks
    • Lateral and vertical conflict
    • Selecting vendors
    • When to bring a problem to your bossí attention

*Topics subject to change.

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