Organizations that want to retain their best and brightest must have leaders who understand the radically new paradigm from which the knowledge worker operates. This class provides the foundation for those in leadership positions to think, act, and lead from this new paradigm. Participants in this program learn powerful concepts and leave with tools and skills to help them lead, support, and inspire a talented, valuable workforce. Students will also gain the ability to inspire trust, as well as the knowledge to identify and address the four chronic problems that undermine success. They will work on creating an environment where productivity and creativity thrive. They will learn how to positively respond to team feedback, dramatically improve team relationships, and to adeptly—and positively—use accountability in the drive toward excellence. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This class delivers the knowledge and tools for making good processes into great processes.
The ability to achieve goals depends on the quality of the systems and steps used to achieve them. This program helps leaders understand how great systems operate and how they enable systematic, predictable results. Building Process Excellence delivers the knowledge and tools for making good processes into great processes. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This powerful program helps leaders understand that clarity at every level is critical to an organization’s success. Students gain a clear understanding of their own purpose and how their job fits into the organization’s strategy and mission.
Participants then learn how to create a crystal-clear strategy for achieving team goals as they relate to the organization’s mission and financial success. Senior adult and disabled retiree tuition waivers apply. Transcript available.
For many organizations, the right elements seem to be in place - a skilled workforce, talented leaders, a good business model with an excellent product or service - but the results aren't. Somehow, the most important things aren't getting done, and the unimportant things eat away precious time and resources. Without a clear map for executing on the most important things, organizations end up with mediocre performance. Learn the discipline of getting the right things done and improving employee results. ‘Closing the Execution Gap? is a powerful class that exposes the core issues that derail an organization's productivity and results, and then presents a straightforward plan for staying on task. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This course focuses on interpersonal communication in the workplace. Conflict resolution, colleague interaction, bargaining, and problem solving skills are central topics. Transcript available. Senior adult and disabled retiree tuition waivers apply.
Effective customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep loyal customers. The objective of this customer service training course is to help employees handle customer complaints and difficult customers successfully. At the end of this training course trainees will be able to view customer complaints as opportunities, identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Data Interpretation & Analysis- Got Numbers? Got Answers?
This course teaches the basic skills & techniques of gathering, presenting & interpreting data for decision making, analyzing performance & continuous improvement of processes.The benefits of the course are a sound grounding of using Excel for day to day analysis of data. Many advanced concepts and features of Excel are highlighted for the students.Learn how to conduct surveys, collect data, and get to know the best practices in data collection, analysis and decision making.The key feature is the number of exercises and real life examples used in this course. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Without a dynamic and coherent presentation, even stellar ideas can fail to convince your audience. In this course, you will learn active listening skills to facilitate the exchange of ideas in meetings and presentations. You will also organize your ideas to create coherent and convincing oral presentations, while also utilizing available visual aids and using public-speaking techniques to strengthen your delivery. You will also prepare strategies for business meetings and learn to conduct meetings efficiently. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This class will teach you how to set great goals that you can and will achieve; how to manage your time; how to create a plan to put your goals into action and how to create a vision for your life. You will walk away with everything you need to launch yourself forward successfully. The class provides a hands-on workshop experience so that you not only learn the material but put it into place in your own life. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Effective Business Writing introduces students to the basics of writing effective business letters, memos, and brief informal reports. Lessons will include the development of common formats as well as the practice of appropriate tone, etiquette, and style as dictated by the particular goals of the various business documents. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This course provides small to medium-sized businesses with the basics of effective writing for promotional use. The class is made up of five sessions encompassing the key promotional areas, using hands-on client cases or their own businesses. Topics include: Introduction: Overall image and how your writing reflects that image; On-line communication; Collateral materials – Brochures; Direct customer communication – newsletters; Advertising, promotional and PR materials. Senior adult and tuition waivers apply. Transcript available.
Course Fee: $19
6:00 PM - 7:30 PM
Enhancing Established Teams/Strategies for Team Development
With business and industry focusing more and more on team participation to meet quality standards, the ability of teams to work effectively is critical to success. In order for intact teams to develop successfully and become productive, members must have a solid understanding of their team’s group processes. This training program helps team members assess their styles of interaction as well as their level of team development. These are key assessments that established teams need to consider before they can achieve maximum productivity. Senior adult and tuition waivers apply. Transcript available.
A skilled facilitator enables a group to deal with a problem or develop a plan for delivering results in less time than it would take without this professional's expertise. This course will teach participants how to act as facilitators who can draw out and process audience input for the purpose of moving a discussion forward. Participants will learn how to recognize group dynamics and motivations through dialogue, feedback, and consensus building. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Long dismissed as a moral or “soft” issue, trust is now recognized for its power to increase speed and reduce operating costs, which drives profits up. Inspiring Trust teaches those in leadership positions why building a high-trust work environment must be as essential as any other measurable economic goal of the organization.
Leaders learn that trust begins with them. They leave with a renewed commitment to become more credible and to extend trust to others. They’ll learn to do the real work of identifying and closing the trust gaps that exist in their organizations. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Introduction to principles and skills of effective communication between individuals. Study of verbal and non-verbal channels, person perception, conflict resolution, listening and communication barriers. Individual and small group activities. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This class gives leaders a profound understanding of the differences between generations. But great leaders don’t just understand the differences, they also recognize the importance of putting those differences to work in finding more creative solutions to problems; fostering robust, productive dialog; and engaging team members in giving their highest and best contributions. Senior adult and disabled retiree tuition waivers apply. Transcript available.
This training covers an introduction to the terminology, tools, and methods of the Lean Six Sigma methodology for front-line staff/supervisors that will support improvement projects in your organization (not necessarily a pre-requisite for Green Belt level training). This training uses quizzes, structured presentations and hands on exercises to reinforce the tools and concepts taught in order to cultivate a strong foundation for the Lean Six Sigma methodology within your organization. Senior adult and tuition waivers apply. Transcript available.
Course Fee: $19
Mon., Wed., Fri.
11:30 AM - 1:30 PM
Joppa Hall, Rm. 010
Making Meetings Work: How to Plan, Organize, Conduct Productive Meetings
While most of us spend a great deal of time preparing for the work we do, we spend almost no time learning how to attend or conduct all of the meetings that accompany the process of getting our work done. In this program, participants will learn how to plan, organize, and conduct productive meetings, including steps for preparation of a meeting, developing an agenda, encouraging participation, handling counterproductive behaviors, and planning action for follow-up. Senior adult and tuition waivers apply. Transcript available.
This course teaches you the all-important skills that will help you deal with dozens of top priorities. Filled with practical how-to strategies, this time-management training will ensure that you stop wasting time and get the clock working for you instead of against you; take control of your multiple projects, even when they're all top priorities; handle with ease all of the unexpected demands and unplanned situations that destroy the most careful scheduling; stay cool, calm, and collected when the pressure is overwhelming and stress threatens your effectiveness.
Senior adult and disabled retiree tuition waivers apply. Transcript available.
Learn techniques for program and project management in an information technology (IT) and information systems (IS) context. Work with proven tools to successfully manage an IT project throughout its life cycle, from concept to closure, to continually improve the project management process. The goal is to turn technologists into project managers. Learn to plan IT projects using a proven step-by step process; estimate project costs, resources and time; examine the risk management process; use tools and techniques for control of IT projects; and use project management software and software tools to examine risks and alternatives. The information reviewed and discussed is directly applicable to the PMI PMP Certification. Textbook required. Senior adult and disabled retiree tuition waivers apply. Transcript available.
Attending this 35-hour comprehensive course will provide you with what you need to know to pass the Project Management Institute’s PMP® or CAPM® Certification Exam. At the conclusion of the course, you will be able to understand the concepts and vocabulary of project management from the perspective of the PMBOK® Guide - Fifth Edition. Additional topics include defining the roles of key project stakeholders; creating a WBS and describing its value as an essential document used in project planning; explaining earned value analysis; and performing earned value calculations. The course is taught by a PMI Registered Education Provider (PMI R.E.P.) The provider has been approved by PMI to issue professional development units (PDUs) for the course. Senior adult and disabled retiree tuition waivers apply. Transcript available.
If you are interested in developing a better corporate climate, this course is for you. You will learn how to interpret mission statements and goals, and determine how well they are being met. Discussions will also include how to assess an organization's culture dynamics, management styles, power bases and political behavior, and how conflict and change may actually help better align staff with the vision and direction of an organization. Senior adult and disabled retiree tuition waivers apply. Transcript available.
To unleash this new generation’s talent, leaders must have a new mind-set, skill-set, and tool-set. Compared to previous generations, the knowledge-worker generation represents a fundamental shift in individual mind-sets and motivations. This class will teach leaders to effectively tap into their employees’ most valuable talents and abilities and witness extraordinary results from happier, more engaged co-workers. Senior adult and disabled retiree tuition waivers apply. Transcript available.