When new unit managers falter, productivity and profits are at risk. MSA Worldwide’s Getting Results through Others training programs provide customized support for new managers who must succeed in a fast-paced and competitive market.

Our modularized format allows for flexible delivery to accommodate the demands of busy schedules. Sessions may be conducted online, in a classroom setting using franchisor trainers, or at manager conferences.

Modules are customized based on in-depth interviews with your key staff, so the program reflects the character of your franchise system. Managers don’t need to sort out irrelevant content.

Getting Results through Others modules are customized to your organization and may be offered individually or combined. Module examples include:

Managing for Customer Loyalty

  • Empowering employees to serve the customer
  • Principles of customer service 
  • Managing critical customer interactions
  • Creating a phone-friendly team
  • Welcoming customer complaints

Employee Retention and Development

  • The performance management cycle
  • Delegating effectively
  • Coaching and developing employees
  • Building employee engagement
  • Discussing employee performance problems
  • Documenting important conversations
  • Terminating employment
  • Conducting performance appraisals

Results Rely on Communication

  • Classic roadblocks to communication
  • Asking the right questions
  • Productive listening
  • Providing non-judgmental feedback
  • Setting goals

Introduction to Business Planning

  • Defining business objectives and strategies
  • Setting goals and getting buy-in from others
  • Building alignment with your team
  • Creating actionable plans

Hiring: Getting it Right the First Time

  • What’s in a job description
  • Identifying job competencies
  • Behavioral interviewing questions
  • Weighing alternative candidates
  • Conveying the opportunity

For additional information, contact Marla Rosner, Senior Training Consultant, at (​707) ​931-​6130 or

“Marla is an expert in her field and extremely adept at training and project management. I have worked closely with her on a program implementation project and have learned a vast amount from her mentorship. She is organized, detail oriented, and extremely well spoken. Marla is also very patient and results focused. I hope to continue working with her.”

Jessica Brown
Manager of Operations Services
Samuels Jewelers

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Or give us a call:


Michael Seid (860) 523-4257 -

Kay Ainsley (770) 794-0746 -