What We Do

we are A GROUP OF PROFESSIONAL trainers who teach organizational performance leadership.

Offering effective solutions for personnel challenges.

Organizations today face many internal challenges that hinder productivity and cause external issues.

Dolan Consulting Group is a team of professional consultants and instructors who specialize in organizational leadership development, public service excellence, verbal conflict management, and proactive strategic planning.

Headed by retired Chief of Police Harry P. Dolan, each member of the DCG team brings decades of public safety management experience into the classroom and their consulting work. This expertise translates into fundamental principles and insights applicable for both the private and public sector.


Performance Leadership Development

Provide leaders with tools for success -- don't let the training tape run out!

Review Motivation, Supervision, and Leadership Concepts: In order to influence others and move today’s work team forward, developing a clear understanding of how current principles of motivation, supervision and leadership function in today’s workplace is critical.

Understand the significance of Coaching and Counseling: When applied properly and consistently, coaching serves to minimize the need for formal counseling and disciplinary action. Understanding why leaders fail to coach & counsel before matters get out of hand is vital to organizational success.

Administer Disciplinary Action While Maintaining the Professionalism of the Organization and Dignity of the Employee: Develop a solid understanding of the principles of performance theory, progressive discipline and just cause standards. Low morale and significant organizational stress occurs when a misunderstanding and misapplication of these fundamental principles exist. We will discuss what to do (specifically) when problems first arise.

• Retain the Right People Through Mentoring and Succession Planning
• Essentials of Supportive and Corrective Feedback
• Active Listening and Honest Communication Sets the Foundation for Organization Success
• Implement Key Strategies Proven to Improve Productivity and Morale
• Conduct Meaningful Coaching/Counseling Interviews
• Effectively Confront Negative Performance Issues


Surviving Verbal Conflict® “What Every Service Professional Needs to Know”

Time-tested communication skills to help de-escalate verbal confrontations and improve the quality of life in the workplace.

Today’s increased service demands and scrutiny placed upon public service providers have resulted in a growing need to master verbal conflict management skills. When negative verbal encounters escalate to the point where physical intervention is used, criticism often results when it is later discovered that there is little evidence of verbal de-escalation techniques employed by team members. This is particularly true when incident video and audio reviews are utilized. In some cases, it has become clear that the verbal actions of the public service professionals served to escalate the situation. Administrators are now asking, have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner?
Surviving Verbal Conflict® training provides public safety professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow officers’ emotional and professional well-being, and significantly enhance the agency’s professional image. And, in the event that de-escalation proves impossible, the utilization of these techniques make use of force decisions, involving public safety officers, more readily defensible in the courtroom and in the public eye. The course also provides opportunities for the participants to participate in practical skill building so that when they complete the two-day training they are well on their way to becoming more effective communications professionals.

Course Objectives:
• Improve public service professionals’ verbal communications skills
• Learn proven verbal abuse deflection and redirection techniques
• Develop techniques to help safeguard team members’ emotional and professional well-being
• Diffuse potentially volatile verbal encounters
• Avoid the “Rope-A-Dope Syndrome”
• Increase citizen compliance with lawful directives
• Raise organizational morale and reduce complaints
• Control your “Niagara Falls Trigger Words”
• Significantly enhance the agency’s image throughout the community• Reduce legal liability
• Demonstrate professional Intervention techniques needed when your fellow public service providers need to
talk with “Supervisor Coffee”
• Apply the FAA’s “Sterile Cockpit Rule” on duty
• Understand the importance of “Chief Dolan’s 24 Hour Rule” as a key component of communication success


Strategic Planning

Identify what you really need to do to achieve success, then plan to make it happen!

The Dolan Consulting Group’s Strategic Planning Process

How do you know when and if your organization needs to do strategic planning? If one, some, or all of these symptoms exist, your agency needs a new focus, or common vision. A Strategic Plan could work for you.

• You’re not getting the results you want

• A loss of direction following the arrival of a new leader

• You’re in reaction mode

• Your operational needs wish list never gets fulfilled

• Employees have lost their calling

• Checking a box vs. results oriented culture

The Dolan Consulting Group offers an effective and efficient strategic planning process for your organization. The process involves the entire agency and your customers. Our strategic planning process is designed to create a 3 year plan that will identify your organization’s priorities and will be the roadmap for your future. Our goal is to establish the Strategic Plan not as a document but as a management philosophy based on strategic thinking and shared responsibility to ensure accountability and sustainability.

Step One—Getting Ready; Information Gathering
Step Two—Collecting the Information
Step Three—Forming Planning Areas, and Developing Strategies and Goals
Step Four—Completing the Written Plan
Step Five—Getting to Work


Service Excellence

How to build commitment, manage the organization’s “moments of truth,” and motivate service-oriented people.

An examination of the dynamics of Public Service Excellence internally and externally within an organization. Emphasis will be placed on defining and applying service excellence skills including management of moments of truth, identification of citizen expectations, body language, tone of voice, telephone and e-mail etiquette and crisis communication with difficult people. The course works to equip participants with necessary skills and information to function effectively as a public service professional.

Course objectives:

• Learning to define excellent public service and how it benefits the service provider
• Defining our internal and external customers
• Understanding and practicing effective communication styles
• Identifying and responding to citizen/customer expectations
• Developing critical skills required to confront and manage difficult people
• Understanding proper and effective telephone and e-mail etiquette.
• Communicating a vision of service excellence throughout the organization.

Developing Organizational Performance Leadership