Soft Skills

Goodwill Works

The Goodwill Works curriculum is a tool to help people access opportunity.  The curriculum offers a comprehensive approach to successful training, employment and improved quality of life. Individual, family and organizational success depends on the ability to adapt to the challenges of daily life.

Goodwill Works is instructor-led and can be taught one-on-one or in group settings, depending on your preferred method of learning.

Stress Management

Objectives: Recognize stress and its impact, define stress and its management, analyze personal causes of stress and reactions, use key stress management strategies, and develop a stress management plan.

  1. Impact, Causes, and Reactions—Discover what stress looks like and the impact of stress. Define stress. Provide overview of managing stress process. Discuss general causes of stress. Identify personal causes of and reactions to stress.

  2. Stress Management Strategies—Overview of stress management strategies and self-care. Practice stress management techniques and exercises. Develop a personalized stress management plan based on strategies.


Objectives: Evaluate your own attitudes, identify ways to change your negative attitude, demonstrate actions that show a positive work attitude, respond to negative attitudes of others.

  1. Controlling Your Attitude—10% of attitude is determined by events; 90% of attitude is determined by what we make of events. Discuss and practice positive attitude keys.  Attitudes are made up of beliefs, feelings, habits; discover how to use this information to change an attitude. Discover self-defeating versus self-supporting thoughts. Practice techniques: affirmations and ways to change your attitude.

  2. When Attitudes Collide—How to handle complainers. Practice how to change one’s habits and respond to negative attitudes. Discuss generational differences in attitudes. Discover how to recognize attitudes in others based on personal appearance and body language.

Social Interactions

Objectives: Recognize the value of good relationships, identify ways to show and gain more respect, demonstrate ways to build relationships, identify negative social behaviors, identify non-verbal messages, interpret other’s communication, recognize good workplace language, use assertive language, respond to and use feedback, recognize social networking strengths/challenges.

  1. Relationships—Recognize the value of good relationships. Identify ways to show and gain respect with relationships at work. Discuss relationship “don’ts” and tactics to improve existing relationships.

  2. Communication Part 1—Identify non-verbal communication and verbal communication techniques. Discuss and practice active listening skills.  Practice the art of respecting others when opinions differ.

  3. Communication Part 2—Identify and discuss personal communication styles and verbal violence. Practice the art of receiving and giving feedback in the workplace. Discuss social networking and review do’s and don’ts. Overview of cell phone and texting best practices.


Objectives: Learn common ways that people motivate themselves, discover what motivates you, identify how to enhance your own positive motivation, learn how to set attainable and measurable goals, develop a plan to stay motivated to achieve your goals and be successful.

  1. Style and Barriers—Discover your personal motivation style: competitive or cooperative, consistency or change, external or internal awards. Discuss who is holding you back. Practice motivational techniques: optimism/pessimism, silver-lining, and controlling your thoughts.

  2. Staying Motivated—Define and identify personal short-term and long-term goals. Review guidelines for goal setting. Practice visualization techniques.  Focus on how to stay motivated on the job with the following techniques: choose your feelings, “fake it till you make it,” and overcoming obstacles.


Objectives: Identify behaviors that show dependability, describe strategies for good attendance, describe strategies for being on time, do the right thing when you’re late or absent, follow directions, explain why dependability matters.

  1. Showing Up—Define good attendance. Complete a personalized attendance chain. Identify a backup plan and practice planning ahead. Discuss emergencies versus plan-ahead absences.  Identify how to stay ahead of schedule. Learn to add a “margin of error” to your schedule for emergencies. Define guidelines for calling in late and practice what to do when you know you will be late.

  2. Road to Success—Identify the core parts of directions: who, what, where and when. Recognize non-verbal directions. Practice asking questions if/when directions are unclear.  Discuss business culture versus personal life. Learn to balance business and personal thoughts. Discuss and practice career versus personal thinking. Recognize how jobs are part of one’s life.

Time Management

Objectives: Recognize value of good time management, investigate how you are using your time, track your time use to your goals, try new time management methods, list your goals and tasks in order of importance, design your own time management plan.

  1. Your Values and Goals—Identify what you can do in five minutes. Learn to prioritize what is important in your life. Recognize stories and consequences of time management via interactive exercises.  Complete a personalized self-assessment on how you spend your time. Define and clarify personal values and goals. Identify what is important and how to prioritize.

  2. Spending Time Well—Discuss how people typically waste time. Discover opportunities to use time better. Practice and apply tips to manage one’s time.  Plan a yearly calendar of events and tasks. Develop a personalized master task list and to-do list. Create a daily schedule. Identify and plan for barriers in time management.

Customer Service

Objectives: Provide friendly and courteous customer service to internal and external customers; identify types of customers who may need extra help and what type of help to give them; express why customer service is valuable to the economy, your career, and your employer; follow key steps to handling angry customers and solving customer problems.

  1. Good Customer Service—Identify and discuss the effects of poor customer service versus friendly customer service. Define good customer service and tips for providing customer service to all customers.  Identify the effects of poor customer service by discussing the following: competition and repeat business, organizational effectiveness, efficiency, morale, the service revolution.

  2. Handling Complaints and Problems—Learn and practice the steps to take when interacting with an angry customer. Practice statements to use and avoid with angry customers.  Learn and practice the steps to take when helping a customer with a problem. Practice with customer service role-play activities.

Workplace Expectations

Objectives: Demonstrate key skills required for job retention (communication, personal management, thinking, interpersonal), identify what is most important during the probationary periods (first 30 days and first 90 days), explain when and how to quit a job properly.

  1. Meeting Expectations—Understand and practice the following workplace skills: communication skills, personal management skills, thinking skills, and interpersonal skills.  Discuss what is important during first 30 days and first 90 days of employment. Identify good reasons to leave a job. Practice how to properly leave a job.


Objectives: Evaluate your current self-concept; identify ways to improve your self-concept, self-esteem, and self-determination; learn and practice self-management strategies; identify barriers to success; find what success looks like to you.

  1. Choosing Who You Are—Define self-determination and how it works, discuss what is under your control and what is outside of your control, identify strengths, complete an assessment to determine your current level of self-determination.  Discover how self-determination makes a difference, complete self-concept inventory, identify what influences self-concepts.

  2. Self-Management Strategies Part 1—Focus on what you can control, set goals and milestones, reward yourself for successes, learn from your mistakes, respect your strength, use positive self-talk, lean how to get positive feedback, know when to cut your losses.

  3. Self-Management Strategies Part 2—Avoid dependency, set and maintain boundaries, know when to put yourself first, take responsibility for success and failure, know the difference between temporary and permanent.  Practice self-management strategies define what it means to be a “successful person,” identify barriers, complete personal success action plan.

Conflict Resolution

Objectives:  Learn what conflict is, the reasons it occurs and the impact it can have on your life; learn how to resolve conflict with key communication skills and a step by step resolution process.

  1. Defining It—Discover what conflict means, reasons why it happens at work and how it can impact you and those around you—not just negatively, but also positively.

  2. How to Resolve It—Learn key communication skills and a step by step process that both aid in solving conflict—to create a win/win situation for everyone involved.  Practice resolving conflict by venturing through scenarios.


Objectives: Define what ethics means; learn how to make ethical decisions based on the concept of right and wrong; practice making ethical decisions by journeying through scenarios.

  1. Living Ethically—Learn what ethics means.  Explain why you should behave ethically in your life and the potential consequences of unethical behavior.  Practice the ethical decision-making process by applying knowledge through scenarios.

Blue Ocean Brain

Blue Ocean Brain®

Blue Ocean Brain is a learning tool that offers engaging, micro-learning content designed to inspire employees.  This learning is short in length and offers a starting point for good discussion. Blue Ocean Brain offers thousands of topics including Leadership, Handling Change, Creativity and Innovation, Diversity and Inclusion and Coaching and Feedback, to name a few.
Blue Ocean Brain is instructor-led and can be taught one-on-one or in group settings, depending on your preferred method of learning.