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BUSINESS PROGRAMS

Business Coaching

Human Resources

Management

Organizational Development

Train the Trainer

2009 FALL

AssessDiscover

Lead

Elevate

School of Continuing Education

Learn to in a world of shifting gears

and

Times are constantly changing – that’s one thing we know for sure. The business world is no exception.

To keep up with the current business climate, it’s critical you learn to adapt to the shifting marketplace. Continuing to educate yourself on sound strategies for coaching, diversity, human resources, managing, sales and training is the key to your success.

At the UWM School of Continuing Education (SCE), you’ll gain the skills and knowledge to:

� Assess professional situations and define goals

� Discover solutions for positive change

� Lead effective teams and professional conduct

� Connect with colleagues for enhanced teamwork and results

� Elevate your performance and overall success

Join the thousands of business professionals learning toachieve morewith less through SCE.

Contact us today!

Business Coachingsce-coach.uwm.eduDonna Shepard at 414-227-3208

Diversity Learningsce-diversity.uwm.eduDonna Shepard 414-227-3208

Human Resourcessce-hr.uwm.eduDonna Shepard 414-227-3208

Organizational Developmentsce-od.uwm.eduMary Pick 414-227-3353

Business Coaching Certificate 4The Art of Coaching 5

Assessment Tools for Coaches 5

Coach’s Guide to Culture & Conflict 6

Coaching to Engage Commitmentin the Workplace 6

Strategic Coaching for Advancement 7

Coaching Capstone 7

DiversityCross Cultural Communications 8

Diversity Awareness 8

The Dynamics of Generational Diversity 9

Facilitating Diversity Conversations 9

Fundamentals of Diversity Initiatives 9

Sexual Orientation & Gender Identity 9

Human ResourcesCertificate 10Analyzing an Affirmative Action Plan 11

FMLA, ADA and Worker's Compensation 11

Fundamentals of Base Pay Administration 12

Human Resources Law 12

SHRM Learning System (PHR/SPHR Certification) 12

Strategic Employee Compensation Issues 13

Talent Management 13

Organizational Development Certificate 14Foundations of Organizational Development 15

Organizational Development Implementation 15

Train the Trainer Certificate 16Master Trainer Certificate 16Capstone Project 16

Unit I: Design and Development of Training Programs 17

Unit II: Presentation and Delivery ofTraining Programs 17

Developing a Systems Approach to Training 18

Exercising Your eLearning Options 18

Feeling the Post Training Burn 18

Games Trainers Play 19

ROI - The Trainers Role 19

Management Development

LeadersCertificate 20Creating and Leading Accountable Teams 20

Finance for Nonfinancials – Advanced 20

The Leadership Challenge Workshop 21

Leading Virtual and Remote Teams 21

Springboard to Better Problem-Solving and Decision-Making 22

Transitioning to an Executive Role: What It Takes to Take the Lead 22

ManagersCertificate 23Building Positive Relationships at Work 23

Change Management 23

Effective Interpersonal Communication Skills 24

Emotional Intelligence I: Dealing With Difficult People Including Yourself! 24

Emotional Intelligence II: Deepening Your Emotional Intelligence Skills 25

Finance Skills for Nonfinancial Managers 25

From Conflict to Resolution: Managing and Mediating Conflict at Work 26

Leading through Employee Engagement: Reconnecting the Disconnected 26

Managing Today’s Technical Professional 27

Pitching Ideas and Closing Deals:Negotiations Skills for Professionals 27

Power and Influence without Authority 28

Introduction to Social Media 28

Social Media Stategy 29

Strengthening Your Leadership Capabilities 29

SupervisorsCertificate 30Delegation Tune-Up 30

Effective Interpersonal Communication Skills 30

Essential Skills for Supervisors 30

Handling Difficult Conversations 31

Human Resources Law 31

Managing Day to Day Employee Performance 31

Time Management 31

Sales & ServiceCertificate 32What Your Customers Want You to Know 32

Related Programs 33

General Information 34

Schedule of Classes 35

Table of Contents

Train the Trainersce-ttt.uwm.eduMary Pick 414-227-3353

Management Developmentsce-mgmt.uwm.eduJan Allen 414-227-3219

Sales and Servicesce-sales.uwm.eduJan Allen 414-227-3219

Registrationsce-registration.uwm.edu414-227-3200

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Business CoachingBusiness Coaching Certificate

Change is essential for an organization to grow and adapt in today’s rapidly shifting workplace. Coaches

assist with productive change in individuals, teams and systems. The ability to coach others is a core

competency for individuals helping organizations develop staff. The certificate program arms you with

necessary tools for successful coaching.

Early Bird Discount: Register 30 days in advance and SAVE 10%

Certificate Requirements Completion of five Business Coaching courses and a Coaching Capstone within two years.

Who should attend?Experienced, new or aspiring HR generalists, managers, supervisors, group leaders, team leaders, facilitators and anyone with leadership responsibilities.

e Art of Coaching Organizations are faced with the evolving challenge to develop,manage, leverage, sustain and maximize today’s multi-facetedenvironment. Get a working foundation for understanding,development, application and measure of the critical foundationalcomponents of workforce coaching. 

You will learn to:• Assess your qualitative and quantitative coaching competency and

developmental needs

• Develop the six foundational components of coaching and the fivecoaching competency processing elements

• Understand the components of how to conduct an effective coaching session

• Recognize and maximize the three-minute coaching moment

• Identify strategies to sustain progress post coaching

• Build trust and the necessary interpersonal connection with coaches

• Coach employees to enhance their performance, accountability andteam building

• Understand the parameters of coaching and how to avoid risky practices

• Enhance employee emotional and social effectiveness (Emotional Intelligence)

• Gain awareness on advance coaching processes including leadership,cultural and conflict management.

Mon.-Tue., Sept. 21-22Day 1: 8:30am-4:30pm Day 2: 8:30am-3:30pmInstructor: Debrah Hix-Sykes Fee: $845 CEUs: 1.4 Program No. 5040-2704ORWed.-Thu., Dec. 2-3Program No. 5040-2708

Assessment Tools for CoachesWhat gets measured gets done. Learn cutting-edge coachingtechnology, hard facts, leadership science and proven bestpractices. Whether you’re identifying and improving leaders,establishing personal and organizational alignment, understandinghow to improve a team’s performance or enhancing executiveskills, get the tools you need to drive exceptional performance.

You will learn to: • Incorporate assessment results into your feedback coaching

preparation process

• Use personal and professional assessment-based coaching development strategies

• Understand the ethical use of assessment tools

• Communicate assessment results, and combine assessments and coaching

• Use assessments as an integral part of your coaching strategies

Mon., Oct. 128:30am-4:30pm Instructor: Jeff PercivalFee: $845 CEUs: .7 Program No. 5040-2754OR Wed., Dec. 2Program No. 5040-2755

BUSINESS COACHIN

G

“A coach is someone who tells you what you don't want to hear, who has you

see what you don't want to see, so you can be who you have

always known you could be."- James Chapman, international business coach and motivational speaker

Donna Shepard sce-coach.uwm.edu dshepard@uwm.eduw e 414-227-3208p www.linkedin.com/in/donnashepardin 5

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Coach’s Guide to Culture & ConflictIncrease your understanding of all aspects of diversity, and learn towork together effectively. Special emphasis is placed on providingskills and competencies needed to coach others through challengesand conflicts on diverse teams. Receive tools and techniques toassist with communication and conflict resolution situation.

You will learn to:• Define diversity

• Understand the diversity issues at the individual level

• Gain tools for coaching through conflict

• Manage cultural filters and dimensions of diversity

• Coach diverse teams

• Explore tools for coaching others through conflict

Wed.-Thu., Sept. 9-10Day 1: 8:30am-4:30pmDay 2: 8:30am-3:30pmInstructor: C. Michelle Bryant Fee: $845 CEUs: 1.4 Program No. 5040-2696ORMon.-Tue., Dec. 7-8Program No. 5040-2700

Coaching to Engage Commitment in the WorkplaceEmployee engagement is crucial in retaining good employees,increasing customer satisfaction and increasing profits. Studythe book “First Break all the Rules: What the World’s Greatest

Managers Do Differently”, Marcus Buckingham, to learn thefactors of an effective workplace and why the manager is thecritical link to employee engagement.

You will learn to:• Establish your role as a coach

• Plan strategies for effective engagement

• Understand the impact of engagement on retention

• Explore current trends

• Develop an engagement plan

Wed.-Thu., Oct. 21-228:30am-4:30pm Instructor: Ted Fancher Fee: $845 CEUs: 1.4 Program No. 5040-2707

BUSINESS COACHIN

GStrategic Coaching for AdvancementExamine coaching as a talent management process. Use intro-spective tools to examine various dimensions and motivations.Learn to adapt leader communication styles to create a climate oftrust and openness. Plan a coaching session to deliver developmentalfeedback for continued success. Demonstrate and strengthencoaching skills to apply immediately in your work and life.

You will learn to:• Examine the value of coaching as a strategic tool

• Understand coaching as a competency

• Assess personal styles

• Practice situational coaching using real-world examples

• Understand the compiling resources to move forward

• Create an advancement plan

Wed.-Thu., Oct. 7-8Day 1: 8:30am-4:30pmDay 2: 8:30am-3:30pmInstructor: Debra J. Crawford Fee: $845 CEUs: 1.4 Program No. 5040-2702

Coaching CapstoneCandidates must complete all Coaching courses prior to thecapstone project (capstone due two weeks prior to the class).During the dates listed below, the instructor will work closelywith each candidate to review the 360° exam and fine tunecoaching skills to ensure success.

Capstone Requirements• Document 30 coaching sessions

• Obtain three letters of recommendation from individuals you have coached

• Complete the Coaching Effectiveness Profile with feedback from a minimum of three clients

• Submit reflection questions on using assessments

• Successfully complete an examination that will include questions from prior coursework

Wed.-Thu., Dec. 9-10Day 1: 8:30am-4:30pm Day 2: 8:30am-3:30pmInstructor: Chris Metzler, Ph.D Fee: $845 CEUs: 1.4 Program No. 5040-2749

Donna Shepard sce-coach.uwm.edu dshepard@uwm.eduw e 414-227-3208p www.linkedin.com/in/donnashepardin

“Coaching is a collaborative relationship and dialogue that involves deep listening, questioning, assessment and personal accountability.”

- Debra Crawford, UWM Business Coaching instructor, Principal, Clarity Development Solutions, LLC.

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DiversityInspired by business and community leaders, the DiversityLearning Center is a premier knowledge network for leadersand practitioners to engage in strategic diversity program andinitiatives in the workplace, the marketplace and the community.

Diversity is much more complex than just a buzzword

or simply an adjunct to the civil rights movement

— it’s a business essential. Truly successful

organizations choose to embrace ideas from

contributors whose cultural, social and economic

backgrounds and experiences are truly diverse.

Who should attendHR, EEO, AA, and diversity practitioners, managers/directors with diversity accountability

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Cross Cultural CommunicationsDiversity management and cross cultural communication are essentialfor individual and organizational success. Explore practical tools andstrategies to create effective cross cultural communication in the workplace.

You will learn to:• Build an organization where individuals can work effectively and

provide services in a culturally competent manner

• Recognize organizational successes, challenges and opportunities

• Use tools and strategies that will assist participants in having the ability to draw on the broadest pool of talent

• Provide services in a cultural competent manner and effectively outreach targeted communities

Tue., Oct. 138:30am-4:30pm Instructor: Gladis BenavidesFee: $395 CEUs: .7 Program No. 5040-2744

Diversity AwarenessIncrease your understanding of diversity, and begin the process for productivedialogue and collaboration. Special emphasis is placed on providing the skillsand competencies you need for working with multicultural, inclusive teams.

You will learn to:• Understanding diversity issues at the individual level: race, gender, age, religion,

national origin, sexual orientation, thinking styles and other workplace differences

• Identify bias, prejudice and stereotypes

• Build and support diverse work teams

• Recognize how exclusive behavior distracts organizations from being successful

Tue. Sept. 298:30am-4:30pmInstructor: C. Michelle BryantFee: $395CEUs: .7 Program No. 5040-2732ORMon., Nov. 2 Program No. 5040-2733

“Be the change you want to see.”

- Gandhi

e Dynamics of Generational DiversityExplore the dynamics of generational diversity, and learn howthese differences can have an impact on the workplace

You will learn to:• Examine the impact of bias, stereotypes and assumptions

• Identify strategies to communicate across generations

• Explore five approaches to resolving generational conflict

Mon., Oct. 268:30am-4:30pm Instructor: Victor GrayFee: $395CEUs: .7 Program No. 5040-2722

Fundamentals of Diversity Initiatives Understand the step-by-step process for initiating or revitalizingyour diversity initiatives by articulating a clear link betweendiversity and organizational performance.

You will learn to:• Learn to examine, identify and guide the design and launch of your

own diversity initiatives

• Monitor the progression of diversity initiatives

• Implement methods to overcome resistance and obstacles

Wed., Nov. 48am-4:30pm Instructor: Chris Metzler, Ph.D. Fee: $395CEUs: .7 Program No. 5040-2742

Facilitating Diversity ConversationsGet a guide to leading diversity and inclusion discussion. Developsignificant skills in leading and facilitating behavior-based discussions.

You will learn to:• Use a step-by-step approach to developing effective diversity

discussions and dialogue

• Link the diversity dialogue to the diversity strategy

• Implement the top ten tips for effective diversity dialogue

Thu., Sept. 248:30am-4:30pm Instructor: Chris Metzler, Ph.D. Fee: $395CEUs: .7 Program No. 5040-2736ORTue., Dec. 8 Program No. 5040-2737

Sexual Orientation & Gender IndentityReceive a step-by-step guide for effectively addressing sexualorientation and gender identity issues in the workplace.

You will learn to:• Address heterosexism and homophobia

• Evaluate domestic partnership benefits: pros and cons

• Manage "coming out" in the workplace

• Learn gender identity legal and workplace implications

• Develop and implement policies and procedures surrounding sexualorientation and identity within your organization

Tue., Oct. 208:30am-4:30pm Instructor: Chris Metzler, Ph.D. Fee: $395CEUs: .7 Program No. 5040-2740

DIVERSITY LEARN

ING

Donna Shepard sce-diversity.uwm.edu dshepard@uwm.eduw e 414-227-3208p www.linkedin.com/in/donnashepardin 9

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Human ResourcesHuman Resource Management Certificate

Human resource management becomes more complex and challenging every year. Federal and state laws

continue to change the nature of how an organization is permitted to manage its operations and employees.

Effective, efficient human capital management is a necessity if organizations are to achieve business goals.

In this environment, it is imperative that human resource practitioners stay informed of the latest interpretations

of current laws and best practices.

Certificate Requirements Completion of 12 days of Human Resource training within five years.

Who should attend?HR professionals or managers who have the responsibility for affirmative action planning, equal employment and diversity or those seeking SHRM certification credits.

A PricewaterhouseCoopers report, Managing Tomorrow's People:The Future of Work to 2020, identified the top 10 barriers to organizationalchange – and it lists six that are arguably the responsibility of HR.

HUMAN

RESOURCES

11Donna Shepard sce-hr.uwm.edu dshepard@uwm.eduw e 414-227-3208p www.linkedin.com/in/donnashepardin

Analyzing an Affirmative Action Plan Get an in-depth analysis of an affirmative action plan. Examine equalemployment opportunity needs, including the legal framework,the design of an affirmative action program and the program'sdefense. A sample AAP is included in the course notebook.

You will learn to:• Evaluate affirmative action and equal employment obligations

• Develop the basics of the affirmative action program

• Handle the compliance review

• Modify and implement the language of an affirmative action plan

• Analyze logs and prepare the impact ratio analysis

Thu.-Fri., Oct. 15-16Day 1: 9am-4pm; Day 2: 8:30am-3pm Instructor: Laurie A. Petersen Fee: $845 CEUs: 1.2 Program No. 5040-2712

FMLA, ADA and Worker'sCompensationGet the tools necessary to evaluate which laws apply to a leave

request and how to most effectively apply the law. You learn howto design and implement policies to respond to disability and leaveissues. Federal law will be covered. Differences between statelaws will be addressed. Most attendees have one to ten years ofexperience in human resources.

You will learn to: • Understand, develop and manage policies and procedures for:

- Family Medical Leave Act (FMLA)

- Americans with Disabilities Act (ADA)

- Worker’s Compensation

- Sick Leave/Disability Leave

Tue.-Wed., Nov. 10-118:30am-3:30pmInstructor: Elizabeth McDuffieFee: $845 CEUs: 1.2 Program No. 5040-2714

“This was the best course on FMLA I have attended.”

- Susan Peck, Employee Health Specialist, Aurora Sinai Medical Center

Fundamentals of Base PayAdministration Successfully perform essential duties of the base pay administrationfunction. Learn how to analyze jobs and write job descriptions,pay survey data and develop pay grades and ranges.

You will learn to:• Determine pay program objectives

• Evaluate legal and regulatory issues

• Review job analysis and documentation

Tue.-Wed., Nov. 10-11Day 1: 8:30am-4pmDay 2: 8:30am-3:30pm Instructor: Michael J. LaGory Fee: $845CEUs: 1.3 Program No. 5040-2716

Human Resources LawReview legal issues associated with day-to-day employmentrelated decision and actions. Relevant laws, applicable to dailyoperations and special situations, are addressed in layperson’sterms and provided in writing for reference. HR professionalswith one to ten years of experience in and hold a management-level position of director or lower will benefit from this program.

You will learn to:• Understand legal framework

• Understand basic employment law

• Handle sensitive legal situations

Mon.-Tue., Sept. 21-228:30am-4:30pmInstructor: Dr. Chris Metzler Fee: $845 CEUs: 1.4 Program No. 5040-2695

Society for Human ResourceManagement Learning System(PHR/SPHR Certification)

Get an overview of key areas in human resource management.The course is practitioner-focused and competency-based, andincludes six action-based modules that correspond to the sixfunctional areas, responsibilities and associated knowledgedefined by the Human Resource Certification Institute (HRCI).The program is offered in cooperation with the Society for HumanResource Management as study material for the Professional inSenior Professional in Human Resources (SPHR/PHR) certificationexaminations administered by HRCI.

You will learn to:• Address current best HR practices

• Examine compensation structure and systems

• Evaluate the internal/external environment

• Determine workforce planning and employment

Thu., Sept. 10-Dec. 36-9pm Instructors: Christopher Comella, SPHR and Rose Smith, SPHRFee: $1100 ($1000 for SHRM members) CEUs: 3.9 Program No. 5040-2697

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See Strategic Employee

Compensation Issues (p13) for a special savings offer!

HUMAN

RESOURCES

13

Strategic Employee Compensation Issues This hands-on, skills-building program focuses on strategiccash compensation issues. The use of case studies identifiesvaluable skills that you can immediately use. Examine strategicdecisions you must make in designing and operating cashcompensation programs.

You will learn to:• Analyze and interpret competitive practice data

• Determine pay structure design and maintenance

• Evaluate performance trends and plan design

• Design lump-sum incentive programs

Tue.-Wed., Nov. 17-18Day 1: 8:30am-4pmDay 2: 8:30am-3:30pm Instructor: Kay A. Jensen Fee: $845CEUs: 1.3 Program No. 5040-2728

Talent ManagementCreate an effective talent management system and outline tobeginning the process of planning, developing, managing andretaining employees. You’ll also understand how talent managementcan improve ROI through an integrated HR infrastructure.

You will learn to:• Translate business goals into competencies to drive company success

• Identify high-performing/high-potential leaders

• Uncover relationship between effective hiring and performancemanagement

• Address business challenges with talent solutions

• Identify the causes of turnover and tools and action plans to address it

Mon.-Tue., Sept. 15-16Day 1: 8:30am-4pmDay 2: 8:30am-3:30pm Instructor: Rose Smith, SPHRFee: $845CEUs: 1.3 Program No. 5040-2718ORTue.-Wed., Nov. 17-18 Program No. 5040-2719

Donna Shepard sce-hr.uwm.edu dshepard@uwm.eduw e 414-227-3208p www.linkedin.com/in/donnashepardin

ComboPackage:

Save $200 when you register for both Fundamentalsof Base Pay Administration (P. 12)

& Strategic Employee Compensation Issues.

Organizational Development Organizational Development Certificate

Prepare for workforce changes, change management, succession planning and more. Develop the

internal capacity of your organization to be effective and sustain itself long term. This five-day cohort

program is delivered in two different sessions, and includes an individual project connected to your

organization’s specific needs.

Certificate RequirementsYou are awarded a certificate upon completion of the two courses.

Who should attendHuman resource and performance management professionals, organizational development consultants and practitioners, managers, supervisors and team leaders.

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Foundations of Organizational Development Receive an introduction to organizational development, andstudy the impact of organizational culture. This course can alsobe applied to other Business & Management program certificates.

You will learn to:• Perform organizational assessment

• Understand the elements of OD planning

• Improve ROI and outcome assessment

• Boost employee performance and talent management

• Implement the principles of change management

Tue.-Wed., Oct. 6-78:30am-4:30pmInstructors: Dan Anhalt and Mark HuenemannFee: $795CEUs: 1.4Program No. 7710-1643

Organizational DevelopmentImplementation Prerequisite: OD certificate participants must first complete

the Foundations of Organizational Development

Learn to create an organizational development plan. Reviewcase studies for further understanding of vision, strategy andgoals. Course includes a workplace-based practicum project,project presentations and reviews.

You will learn to:• Enhance change management:

- Leadership vs. management

- Systems impact on OD

- Create buy-in

- Build a learning environment

• Perform an outcome assessment

• Use a variety of communication models

Tue.-Thu., Dec. 1-38:30am-4:30pmInstructors: Dan Anhalt and Mark HuenemannFee: $895CEUs: 2.1Program No. 7710-1644

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ORGANIZATION

AL D

EVELOPMEN

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“Company cultures are like country cultures. Never try to

change one. Try, instead, to work with what you’ve got.”

- Peter Drucker

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Train the Trainer Certificate

Commit to firming up your skills as a trainer. Intensify

the development and delivery of your training plan.

In 10 days or less, you can strengthen your skills

and walk away with valuable techniques for a fit,

engaging well-rounded program.

Certificate RequirementsCompletion of Train the Trainer Unit I and II.

Who should attendHuman resource specialists, corporate trainers, learning and development staff, consultants and organizational development staff.

Master Trainer Certificate

Take your training to the next level with the Master

Trainer Certificate. The certificate prepares you to

deliver top quality training programs to ensure

superior employee performance.

Certificate RequirementsCompletion of Train the Trainer Units I and II, and four trainingelectives of your choice. Also must complete the Capstoneproject within one year.

Capstone Project: Master Trainer CertificateDemonstrate your mastery of design, development,

presentation and delivery of training programs to a panelof instructors. Then submit a project to the panel for review.Project criteria are available at sce-ttt.uwm.edu. Receive awritten critique and a one-hour coaching session with theinstructor of your choice.

Fee: $495Program No. 7710-1603

Train the Trainer

The Train the Trainer

program is also available for

three UWM credits awarded by

the School of Education. To learn

more contact Mary Pick

mpick@uwm.edu.

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TRAIN THE TRAIN

ER

Train the Trainer Unit I: Design and Development of Training Programs Create compelling, effective training programs. Explore methodsand practices to create powerful training programs.

You will learn to: • Examine elements of effective training

• Discover tools for designing and developing trainings

• Develop successful evaluation techniques

• Understand transfer of learning

• Align training with organization goals and vision

Wed.-Fri., Sept. 23-258:30am-4:30pmInstructors: Rodney (Buck) Hillestad, Jon Kaupla and Sharon CarpenterFee: $855 CEUs: 2.1Program No. 7710-1612

Train the Trainer Unit II:Presentation and Delivery of Training Programs The effectiveness of a program often is determined by thequality of the presenter. Turn any program into a dynamic andvaluable experience by learning new methods and refiningyour professional skills.

You will learn to:• Present effectively

• Explore group learning techniques

• Gain solutions for challenging training situations

• Deliver training with feedback

Wed.-Fri., Nov. 11-138:30am-4:30pm Instructors: Rodney (Buck) Hillestad and Lori Glander, M.S. Fee: $855 CEUs: 2.1 Program No. 7710-1613

Mary Pick sce-ttt.uwm.edu mpick@uwm.eduw e 414-227-3353p www.linkedin.com/in/mpickin

Developing a Systems Approach to TrainingUsing case studies, exercises and group learning, you willcomplete an action plan for making existing programssystematic and setting standards for easily assimilatingnew projects into the system.

You will learn to:• Streamline implementation and ongoing coordination efforts

• Use flexible standards to simplify process documentation

• Consider scheduling and logistics for low-effort, long-term maintenance

Thu., Oct. 8Instructor: Sarah CarylProgram No. 7710-1648

Exercising Your eLearning Options Examine best practices in the purchase, design and implementation of some of the most popular eLearning solutions – synchronous and asynchronous. Find ways to offer engaging, cost-effective eLearning to your audience.

You will learn to:• Sell, implement and blend eLearning in your organization

• Blend eLearning with other learning

• Determine the advantages and disadvantages to purchasing vs. building

• Evaluate the impact

Tue., Oct. 20Instructor: Jon Kaupla Program No. 7710-1646

Feeling the Post Training BurnExplore practical, time-tested ideas for keeping learning aliveafter training sessions. This includes a list of critical factors, organizational considerations, and trainer and learner considerations. Learn what to do before, during and after the training sessions and how to:

You will learn to:• Engage managers in their employees learning and in

coaching for performance

•Keep yourself motivated as you change your culture to a learning environment

Fri., Dec. 4Instructor: Lori Glander Program No. 7710-1649

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Train the Trainer ElectivesElectives apply towards the Master Certificate. Programs can also be taken individually. Enroll in four and receive

the Capstone free, a $495 value. All electives are held from 8:30-4:30, offer .7 CEUs and are $345.

“After each course I attended, I immediately implemented the

takeaways into my design, development and deliveryprocess. It’s now become second natureto follow the ADDIE process in my training programs.”

- Rita Owen, Pyramax Bank, Train the Trainer participant

MAN

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ManagementDevelopment

“Researchers have settled on what they

believe is the magic number for true expertise: ten thousand hours.”

- Malcolm Gladwell

Are you a manager or supervisor with years of experience

looking to develop your leadership skills? As a manager,

are you faced with communication, finance or engagement

challenges? Is this your first job as a supervisor and you

need to know the basics of managing people?

The management development program allows you to:

• Identify where you are on the leadership path

• Fully develop the skill set necessary for your current position

• Build future success by continuing through each stage ofthe Management Development program

• Earn three distinct certificates highlighting your drive anddedication to successful management

Games Trainers PlayTraining - Tricks, Icebreakers, Energizers & Experiences

Add zing, vitality and energy to your training sessions and/orinformational meetings. Research shows adults retain trainingcontent retention and/or meeting participation when they areengaged and focused. This class is guaranteed to improveyour training ROI.

You will learn to: • Improve participant engagement

• Design your own customized tools for your specific application

Mon., Nov. 16Instructor: Rodney (Buck) Hillestad Program No. 7710-1647

ROI - e Trainer’s Role Training needs to provide an acceptable return on the time and resources invested. This interactive workshop includes case studies, tips and techniques and examples, and providesopportunity to work on individual applications.

You will learn to:• Maximize ROI through course design that optimizes

retention and learning transfer

• Explore evaluation strategies and calculation methods that quantify ROI

Fri., Oct. 30Instructor: Rodney (Buck) HillestadProgram No. 7710-1645

LeadersLeaders are defined as visionaries, strategists, communicators, coaches, diplomats, and politicians.

Today’s leader must focus on the big picture, at the same time translate that picture

for the rest of the organization. The Leadership Series combines best practices with

peer interaction and practical application to help you achieve your goals, capitalize

on your skills and manage for the future.

Leadership Certificate RequirementsTo earn the Leadership Certificate, complete five leadership programs within four years.

Who should attend?Managers who are potential candidates for executive and leadership roles or managers who lead others with managerial responsibility.

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Creating and Leading Accountable TeamsLearn how to assess, diagnose and apply the most effectiveleadership style to develop motivated teams. Uncover how tobuild a high-performing team by understanding team dynamics,aligning vision and applying real-world techniques.

You will learn to:• Understand work group structure: vertical, horizontal and

organizational teams

• Identify the six characteristics of highly functional teams and implications of a herd

• Spot the five ways a team usually addresses real issues

• Distinguish group vs. one-on-one confrontations

• Set up your team to be accountable

• Apply the rules for real issue conversations

Thu.-Fri., Sept. 24-258:30am-4pm Instructor: Eric CoryellFee: $845 or $795 for two or more from the same organizationCEUs: 1.3Program No. 5050-3510

Finance for Nonfinancials –Advanced After this two day workshop, you will come away betterequipped to speak and interact with your financial colleagues.Get a comprehensive financial education in two days.

You will learn to:• Link your organization’s strategy – horizon of three to five years,

operating plans, budgeting process

• Balance scorecard considerations

• Navigate operating plans, budgeting process and project prioritization

• Bridge the annual and strategic plans and understand how operations differ from project budgets

• Identify sources of funding

• Work with your organization’s finance staff

• Understand the roles and responsibilities of finance staff

• Build a business case

Thu.-Fri., Nov. 12-138:30am-4pm Instructor: Kathleen VillarsFee: $845 or $795 for two or more from the same organizationCEUs: 1.3Program No. 5050-3511

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MAN

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e Leadership ChallengeWorkshopExplore the qualities of effective leadership and evaluate leader-ship characteristics to succeed in today’s business world. Learnto challenge the process, inspire a shared vision, enable othersto act and model the way. Assess your own leadership qualitiesand prepare a personal leadership development plan.

You will learn to:• Examine the difference between leadership and management

• Discuss how change and risk-taking impact your effectiveness

• Explain the impact communication, negotiation and conflict resolution have on your leadership

• Analyze team building, problem solving and crisis managementmethodologies

• Practice ethical behaviors and demonstrate effective leadership skills

• Design a development plan to establish your growth

Tue.-Thu., Nov. 3-58:30am- 4pmInstructor: Angela V. ChaplinFee: $1,195 or $1,100 for two or more from the same organizationCEUs: 2.0Program No. 5050-3508

Leading Virtual and Remote TeamsThe past several years have witnessed the establishment ofmore and more regional offices all over the world. As a result,more managers find themselves spending time traveling tomanage their teams. Travel time and expenses are makingtraditional management methods (face to face/top down) ineffective.Virtual and distance team management is having a great impacton the modern business culture. However, it has its challenges– communications, workflow, decision-making, tracking resultsand team development.

You will learn to:• Effectively lead and manage in a virtual team environment

• Identify the common obstacles to success

• Determine appropriate collaborative and autonomous decision-making

• Think differently about how to engage employees and build trust

• Launch and support three types of virtual teams

• Organize team work processes and communication

Thu.-Fri., Oct. 1- 28:30am-4pm Instructor: Trina HoeflingFee: $995 or $945 for two or more from same organizationCEUs: 1.3Program No. 5050-3513

Dana Lafontsee sce-mgmt.uwm.edu danalaf@uwm.eduw e 414-227-3378p www.linkedin.com/in/danalafontseein

22

Springboard to Better Problem-Solving and Decision-MakingThis workshop integrates techniques from problem-solving,logical and creative thinking, participatory decision-making andconsultative storytelling to help you make quick, sound solutionsto unstructured problems.

You will learn to:• Probe to define the real problem rather than symptoms, and

communicate ways that open possibilities and speak new ideas

• Structure and conduct the problem-solving effort to arrive at a quality solution

• Create a compelling story argument

• Use cycles of divergent and convergent thinking to define the problem, generate options, evaluate and select the most promising ideas

• Feel more confident about your ability to tackle and solve unstructured problems

Mon.-Tue., Nov. 9-108:30am-4pmInstructor: Karen L. Woelfle-PotterFee: $845 or $795 for two or more from the same organizationCEUs: 1.3Program No. 5050-3512

Transitioning to an ExecutiveRole: What It Takes to Takethe LeadLearn how to get selected for a leadership position. Discover theskills and competencies that every confident leader needs. Thisprogram is creatively designed to help “designees” prepare fornew challenges and responsibilities.

You will learn to:• Establish yourself as an executive

• Recognize key differences between individual contributors, managers,and executives

• Execute strategy, establish vision, set direction, and understandwhat it means and what it takes to lead

• Increase your executive leadership capabilities, including communi-cation, talent development and ethical business practices

• Build your executive strategy by preparing an action plan using concepts and methods covered in the program

Mon.-Wed., Oct. 26-28Days 1 and 2: 8:30am-4pm Day 3: 8:30am-Noon Instructor: Sarah CarylFee: $995 or $945 for two or more from the same organizationCEUs: 1.7Program No. 5050-3509

“Management works in the system; leadership works on the system.”

- Stephen R. Covey

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Managers Be the catalyst that motivates your team to heightened productivity. The Management Certificate

examines the importance of self-awareness in developing competencies and skills in others.

As a participant in our Management Series, you have an opportunity to explore the most

effective methods for winning trust and commitment, as well as syncing values and goals.

Management Certificate requirements

To earn the Management Certificate, youmust complete five programs or 10 days of training within four years.

Who should attend?Managers and individuals with management responsibilitieswhose success depends on clear communication, a cooperative attitude and commitment to shared goals.

Building Positive Relationships at WorkBoth group and interpersonal psychology have implications forhow to manage people and move from compliance to commitment.Examine customer behavior for insight into how to handle unhappycustomers and create great service for internal and externalcustomers. Learn strategies for building trust, and discover howfacilitating difficult meetings enables tasks to be accomplishedwithout sacrificing strong relationships.

You will learn to:• Recognize the impact of emotion on decision-making and adapting

to change

• Comprehend the dynamics of relationships

• Sense, understand and react to others’ emotions

• Inspire, influence and develop others while managing conflict

Wed.-Thu., Sept. 9-108:30am-4pmInstructor: Laura V. PageFee: $845 or $795 for two or more from the same organizationCEUs: 1.3Program No. 5050-3481

Change Management: Moving Change from Conceptual to PracticalThe current economic climate has pushed organizations to makechallenging decisions about how they do business. Whether it’staking efforts to realign spending, reorganizing business unitsand/or departments or right sizing the organization, each of thesedecisions indicates some degree of change for employees. Thisaction-based program will demonstrate how to use specific toolsto facilitate change, and best cases will be studied.

You will learn to:• Diagnose competing commitments

• Understand components of change – psychological and practical

• Use change methodologies from industry experts

• Design an organizational change process for your organization

• Receive change management coaching from qualified local practitioners

Tue.-Wed., Oct. 6-78:30am-4pmInstructor: Anthony CobbFee: $845 or $795 for two or more form the same organizationCEUs: 1.3/PDUs: 13Program No. 5050-3521

Dana Lafontsee sce-mgmt.uwm.edu danalaf@uwm.eduw e 414-227-3378p www.linkedin.com/in/danalafontseein

24

Effective Interpersonal Communication SkillsResearch consistently ranks communication skills as crucial formanagers. Although often termed a “soft” skill, communicationin business provides the critical link between core functions. Witheffective communication skills, you minimize misunderstandingsand motivate others.

You will learn to:• Use advanced listening skills

• Create strategies for shared meaning for performance improvement

• Flex your communication style

• Communicate effectively in challenging situations

• Increase self awareness

• Apply techniques for managing difficult moments in sensitive conversations

Tue.-Wed., Oct. 20-218:30am-4pmInstructor: Laura V. PageFee: $845 or $795 for two or more from the same organizationCEUs: 1.3/ PDUs: 13Program No. 5050-3484

Emotional Intelligence I:Dealing With Difficult PeopleIncluding Yourself!Learn how to identify the triggers that make people difficult todeal with in the workplace, improve your emotional intelligenceskills, learn neutralizing communication skills and developconflict resolution techniques.

You will learn to:• Understand the brain, body and emotions

• Identify types of people, and recognize your fatal attraction to certain personalities

• Classify style characteristics and their impact on relationships

• Transform tolerating difficult people into appreciating differences

• Redefine recognition as a relationship tool

Wed.-Thu., Aug. 12-138:30am-4pmInstructor: Patricia Clason, RRCFee: $845 or $795 for two or more from the same organizationCEUs: 1.3/PDUs: 13Program No. 5050-3480ORThu.-Fri., Oct. 8-9Program No. 5050-3491

25

management­

Emotional Intelligence II:Deepening Your EmotionalIntelligence SkillsAs a result of the sell-out attendance of our popular program“Emotional Intelligence: Dealing With Difficult People, IncludingYourself!” we have developed a second tier seminar that allowsparticipants to delve deeper into understanding emotional intelli-gence. Explore emotional safety, self-efficacy, social intelligence,relationship management and relationships in teams and groups.

Self Awareness - What is your comfort level with your own emo-tions? How well do you express your emotions?

Self Management - How well do you manage your emotions?

Self Efficacy - How do you build your self efficacy?

Social Intelligence - How well do you recognize emotions in others?Where are your stumbling blocks? What do you need to do to increaseyour social intelligence?

Relationship Management Skills - How well do you use yourpower to control and manipulate others positively?

Relationships in Teams and Groups - How do you use eachstyle? Identify your weaknesses and strengths.

Creating Your Own EQ Development Plan

You will learn to• Recognize the impact of emotion on decision making

• Increase awareness on controlling emotions and impulses whenadapting to change

• Comprehend the dynamics of relationships

• Sense, understand and react to others’ emotions

• Inspire, influence and develop others while managing conflict

Wed.-Thu., Dec. 2-38:30am-4pmInstructor: Patricia Clason, RRCFee: $845 or $795 for two or more from the same organizationCEUs: 1.3Program No. 5050-3488

Finance Skills for Nonfinancial ManagersAs a manager, you need to make business decisions that affectthe bottom line. Understand the accounting process and enhanceyour ability to forecast financial performance. Learn how to spottrends and study your competition with a keener eye. This programhelps you become more effective in your organization becauseyou will be able to participate at a higher level in strategic planningand decision making.

You will learn to• Read and analyze an income statement

• Present your ideas using sound financial principles

• Make intelligent financial decisions and understand the financial impact of your ideas

• Focus on the numbers that matter most

Wed.-Thu., Oct. 21-228:30am-4pmInstructor: Kathleen S. VillarsFee: $845 or $795 for two or more from the same organizationCEUs: 1.3/PDUs: 13Program No. 5050-3499

Dana Lafontsee sce-mgmt.uwm.edu danalaf@uwm.eduw e 414-227-3378p www.linkedin.com/in/danalafontseein

“This is the best class I have taken.”- Reggie Newson, Director, Wisconsin Department of Transportation

26

From Conflict to Resolution:Managing and MediatingConflict at WorkFriction in the workplace can be stressful and counterproductivefor everyone involved. Discover how to approach the person withwhom you are struggling and resolve the situation.

You will learn to:• Understand how conflict can be positive, creative and constructive

• Discover how to manage and utilize conflict for performance andteam management

• Examine different types of conflict

• Gain mediation skills

Wed.-Thu., Nov. 11-128:30am-4pmInstructor: Laura V. PageFee: $845 or $795 for two or more from the same organizationCEUs: 1.2/PDUs: 12Program No. 5050-3487

Leading through EmployeeEngagement: Reconnectingthe DisconnectedExplore opportunities for creating an organizational culture wherepeople want to come to work. Get the tools and practical applica-tions you need to build confidence, reconnect the disconnected,and develop greater work potential and commitment with every-one.

You will learn to• Understand and utilize employee “engagement levers”

to build a fully committed, inspired workforce

• Identify “burnout” and recognize engagement opportunitiesamong disconnected and detached employees

• Implement changes needed to create an organization/department culture where people want to come to work

• Plan an action list of specific engagement levers and measurement tools to apply on the job

Thu.-Fri., Sept. 17-188:30am-4pmInstructor: Barbara WilliamsFee: $845 or $795 for two or more from the same organizationCEUs: 1.3/PDUs: 13Program No. 5050-3519

“This was a great course that will provide value to my organization and me.”

- Vicki Kolman, Supervisor, Rockwell Automation

27

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Managing Today’s TechnicalProfessionalResearch shows that keeping a cohesive technical team requiresunique management skills. Learn management and leadershipbest practices. Focus on how to best apply concepts and skills toa technical workforce.

You will learn to:• Understand what motivates a technical workforce

• Match management strategies and techniques with the needs ofthe workforce

• Capitalize on talent and establish a system of accountability

• Build collaboration and resolve workplace problems

Tue.-Wed., Oct. 13-148:30am-4pmInstructor: Mary B. WackerFee: $845 or $795 for two or more from the same organizationCEUs: 1.4/PDUs: 14Program No. 5050-3483

Pitching Ideas and ClosingDeals: Negotiations Skills for ProfessionalsToday’s professionals spend as much as 60 percent of their timein situations where negotiations and resolution skills are requiredfor optimal results. This critical skills program prepares you forthe daily responsibilities faced in negotiating for positive results.

You will learn to:• Use influential skills to facilitate productive and lucrative solutions

• Understand the elements of your natural preferences and how to leverage them, and how to avoid potential pitfalls

• Recognize the various ways others approach negotiations and conflict, and communicate effectively with them

• Apply knowledge related to the nature of conflict and the negotiation process

Tue.-Wed., Sept. 15-168:30am-4pmInstructor: Rodney (Buck) HillestadFee: $845 or $795 for two or more from the same organizationCEUs: 1.2/PDUs: 12Program No. 5050-3482

Dana Lafontsee sce-mgmt.uwm.edu danalaf@uwm.eduw e 414-227-3378p www.linkedin.com/in/danalafontseein

“Loved this class!”- Jennifer Hanson, Data Processing Coordinator,

First Bank Financial Centre

28

Power and Influence without AuthorityAnyone can be influenced or persuaded; the challenge is learningwhat techniques really work and why. Discover how to enhanceyour credibility and what techniques to use to positively alterbehaviors, attitudes and beliefs to achieve the results you need.

You will learn to:• Understand why influence starts with you

• Add an understanding of temperament to your communication tool kit

• Use stories that are powerful, persuade others and drive home a point

• Structure questions to get desired responses

• Recognize influencing strategies

Mon.-Tue., Aug. 10-118:30am-4pmInstructor: Lori SilvermanFee: $845 or $795 for two or more from the same organizationCEUs: 1.4/PDUs: 14Program No. 5050- 3479ORThu.-Fri., Dec. 3-4Program No. 5050-3489

Introduction to Social MediaThis hands-on program will give you a broad exposure to socialmedia platforms. Explore what features are most used and whichplatforms are the most popular. Beyond the basic mechanics ofthe site, much discussion will be about common practices andusage considerations.

You will learn to:• Blog

• Use Twitter

• Network with LinkedIn and Facebook

• Navigate online communities with Ning

• Share multimedia using Youtube.com and Flickr.com

• Consume content using RSS Feeds and Google Reader

• Integrate platforms and abilities

2 Thu., Sept. 17 & 249am-1pmInstructor: Rhommer VarillaFee: $395 or $345 for two or more from the same organizationCEUs: .8Program No. 5050-3522

72%of adults ages

45-54 say they use social technologies.

- The Growth of Social Technology Adoption. Forrester Research. Oct. 2008

“While I see technology as a mechanismthat supports or enables a solution,

sometimes it is so innovative that it is the tail that wags the dog. Ultimately,when you frame it with goals and strategy,

it falls back into its rightful place.”

- Rhommer Varilla, social media instructor, Managing Director and VP of Services at SysLogic, Inc.

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29Dana Lafontsee sce-mgmt.uwm.edu danalaf@uwm.eduw e 414-227-3378p www.linkedin.com/in/danalafontseein

Social Media StrategyLearn which components of social media can be used to achievethe mission, vision and goals of your organization. This programis for anyone interested in learning the effective use of onlineplatforms for networking, collaborating and communicating.

You will learn to:• Define a model for social media strategy – goals and audiences

• Gain understanding of Internet evolution and the social media phenomena

• Understand macro-trends that lead to today’s social media platforms;“The LongTail”, “Wikinomics”, “Crowdsourcing”, “Wisdom of theCrowd”

• Use add-ons, integration platforms and commercially available software

• Review case studies

3 Thu., Oct. 15, 22 & 299am-noonInstructor: Rhommer VarillaFee: $595 or $545 for two or more from the same organizationCEUs: .9 Program No. 5050-3523

Strengthening Your Leadership CapabilitiesGain proven tools and techniques for dealing with today’s keyleadership challenges. Assess your current leadership approachand strategies for enhancing it. Discus how to build followershipand the role of integrity in daily work. Examine a proven modelfor facilitating changes, and explore critical internal dimensionsthat can help strengthen leadership.

You will learn to:• Develop leadership and management behaviors

• Recognize four styles of leadership

• Understand how followership impacts the ability to lead

• Lead first with integrity

• Plan and implement change

• Draw upon strengths, passions and purpose

Wed.-Thu., Nov. 4-58:30am-4pmInstructor: Lori SilvermanFee: $845 or $795 for two or more from the same organizationCEUs: 1.4/PDUs: 14Program No. 5050-3485

35%of adults have a profile

on at least one social networking

website.

- The Growth of Social Technology Adoption. Forrester Research. Oct. 2008

30

SupervisorsNew supervisors can be overwhelmed by the often conflicting demands of customers,

management and their co-workers-turned-employees. The Supervisor Series is designed to

provide supervisors with a comprehensive, practical set of tools to help focus critical skills, guide

and organize the work, and develop staff and their performance.

Supervisor Certificate requirementsTo earn the Supervisory Skills Certificate, you must complete five programs within four years.

Who should attend?Managers and supervisors with less than five yearsof experience.

Delegation Tune-UpAre you working harder, not smarter? Learn tools and techniquesfor delegation strategies. In this fast-paced seminar, you will havean opportunity to practice delegation skills that work.

You will learn to:• Assign tasks and responsibilities with confidence

• Generate collaboration through clear delineation of roles and authority

• Empower employees to handle more responsibility

• Establish control and follow-up procedures

• Explore delegation basics: what to assign, who to select, when to start, maintain control, and give feedback

• Avoid common mistakes

Thu., Aug. 278:30am-4pmInstructor: Jan AllenFee: $395 or $345 for two or more from the same organizationCEUs: 0.7Program No. 5050–3517

Effective Interpersonal Communication SkillsSee Management Series, page 24.

Essential Skills for SupervisorsThe increasing complexity of managing a diverse workforce,and the need for higher productivity and employee commitmentall combine to require you to perform in new ways. Discover time-tested, proven competencies to improve your managing skills.

You will learn to:• Recognize communication styles and modes

• Handle formal and informal performance appraisals

• Lead by example

• Delegate efficiently and effectively

•Work with employees to problem solve

• Keep meetings targeted

• Set up employee “learners” to be successful

Tue.-Wed., Nov. 3-48:30am-4pm Instructor: Rodney (Buck) HillestadFee: $845 or $795 for two or more from the same organizationCEUs: 1.3Program No. 5050-3486

Handling Difficult ConversationsInappropriate clothing, unprofessional conduct, personalhygiene or poor job performance are topics that sometimesneed to be addressed. Gain the confidence and skills to provideprompt, responsible feedback for uncomfortable or embarrassingsubject matters and develop a straightforward approach todeliver your message.

You will learn to:• Enhance your ability to have open and honest dialogue

• Recognize when you are avoiding confrontation

• Practice and hone your technique

Tue.-Wed., Sept. 29-308:30am-4pmInstructor: Victor GrayFee: $845 or $795 for two or more from the same organizationCEUs: 1.3Program No. 5050-3515

Human Resources LawSee Human Resources, page 12.

Managing Day to Day Employee PerformanceManaging employee performance is the key to an effective per-formance management system. Setting goals, making sure yourexpectations are clear and providing frequent feedback help peopleperform most effectively.

You will learn to:• Use basic components of managing – both people and tasks

• Ask questions in the right way

• Identify with your employees and learn their individual needs

• Support employee achievement of goals and tasks

• Build trust and confidence and provide structure for success

• Give constructive feedback

Mon., Dec. 78:30am-4pmInstructor: Sara SavageFee: $395 or $345 for two or more from the same organizationCEUs: 0.7Program No. 5050-3516

Time ManagementNow more than ever, managing your most valuable resource –your time – is critical. Receive practical techniques for controllinghow you spend your time to feel more productive.

You will learn to:• Understand how time management is self management

• Manage multiple priorities

• Avoid time wasters

• Conduct meaningful meetings

Tue., Sept. 228:30am-4pmInstructor: Jan AllenFee: $395 or $345 for two or more from the same organizationCEUs: 0.7Program No. 5050-3518

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31Dana Lafontsee sce-mgmt.uwm.edu danalaf@uwm.eduw e 414-227-3378p www.linkedin.com/in/danalafontseein

Certificate in Sales and Service ExcellenceBlended Learning Program to save time and money.

According to Synergyworks Research Group, companies that invest in theirsales and service people during tough economic times outperform theircounterparts by 4 to 1. This six-step, virtual sales curriculum can be personalized.Obtain ongoing feedback and individual coaching throughout the program.

Six-Step ApproachStep 1 – Complete an online assessment by Sept. 1. The assessment identifies the exact modules you should participate in based on the type of sales you are involved in and your current skill level.

Step 2– Attend the kick-off session on Wed., Sept. 16. Meet your coaches, re-ceive custom-designed curriculum and learn foundational skills associated with consultative selling.

Step 3– Complete your independent e-learning classes. We recommend completing one module per month. Fee includes up to four programs.

Step 4– Submit exercises at the end of each module. Your coach will review your exercises and provide feedback.

Step 5– Attend online coaching sessions once a month. Take this opportunity to share experiences with your coach.

Step 6– After you have completed your curriculum and series of review surveys, you will be awarded certification along with CEUs.

You will learn to• Understand sales and buyer behavior

• Speak your customers’ language and overcome stalls and objections

• Negotiate for impact

Sept. 1: Deadline to enroll Sept. 16: Onsite class with Marcia Gauger, 8:30am-4:30pm Oct.-Dec.: Individual learning plansDec.: Receive certificate in Sales and ServiceFee: $2250 (includes Skill Assessment, Consultative Sales Skills onsite class,

four online individual programs, weekly coaching and follow-up review surveys)

CEUs: 3.4Program No. 5050-3514

Other pricing options:$495 for one-time Consultative Sales Skills onsite class$435 per online module - includes assessment, exercise review

and feedback, one-on-one coaching and certification (minimum of four online modules required for certification)

Sales and Service

What Your Customer Wants You to KnowQuality service is a competitive advantage that startswith knowing what your customers want. Gain theskills to respond to customers with professionalism,respect and a compelling service strategy.

You will learn to• Understand customer expectations

• Identify the impact of good and poor service

• Recognize elements of service excellence

• Increase revenue through exceptional service

Tue., Nov. 178:30am-4pmInstructor: Mary WackerFee: $395 or $345 for two or more from the

same organizationCEUs: .7Program No. 5050-3520

BLENDED

Jan Allen sce-sales.uwm.edu

allen3@uwm.edu

w

e

414-227-3219p

www.linkedin.com/in/janallenin32

33

Destiny: Lifelong LearningRoute: UWM School of Continuing Education

Related Topics and Featured ProgramsBusiness Improvementsce-businessimprovement.uwm.eduOffice Lean Certificate Module I Nov. 10-12Six Sigma Green Belt for OfficeOperations Certificate Module I Sept. 22-24

Business Writingsce-bizwriting.uwm.eduEmails That Get Results! Sept. 23 Public Speaking Seminar: Two-Day Course with Recording Oct. 22-23Improving Business Writing Sept. 16

Career Transitions Centersce-ctc.uwm.edu

Labor Relationssce-lr.uwm.edu

Languagessce-languages.uwm.eduChinese Business Culture for Professionals Nov. 5-6Accent Reduction and Pronunciation Sept. 23-Oct. 21Basic Spanish for Business Sept. 24-Nov. 12

Project Managementsce-pm.uwm.eduBuilding and Improving Project Team Functionality Sept. 28-29Business Foundations Dec. 3-4Defining and Managing Business Requirements Oct. 26-27Determining and Communicating Project Value Oct. 30Managing Multiple Projects Oct. 12-13PMP Exam ReviewP/Implementing a Project

Management Discipline Dec. 9-11Project Management Foundations Oct. 8-9

Note: Project Management programs qualify as electives for the Management certificate program. Participants in the Project Management Certificate can apply approved Management classes to their electives. See sce-pm.uwm.edu for details.

You might also be interested to know…

A healthy individual is an asset to the organization.Encourage your employees to pursue their passionand to include their family! Explore creative writing,photography, architecture, film, travel, college for

kids or teens. There is something for every memberof the family and every member of the organization.

We offer programs in:Arts, Humanities and Science

sce-arts.uwm.edu

College for Kids/College for Teenssce-kids.uwm.edu

Customized TrainingBring any of these programs into your company and tailor the content to your business needs.

See page 34 for details and contact informationor visit sce-customized.uwm.edu.

Register now, pay later…reserve your space today. Payment is notdue until a week before the program.If your plans change, you can transfer to another program or geta complete refund up to five days prior to the program. See theregistration form for options. Fee is payable prior to program startdate. Often seminars fill early; registrations are confirmed in theorder in which they arrive.

Satisfaction guaranteedIn the event you are unsatisfied, call 414-227-3220 to discussyour options.

Cancellation PolicyOur limited enrollment policy makes it necessary to assess a $25administrative fee for cancellations or transfers not received withinfive business days of the program. You may transfer to a future seminarwithout penalty if the University is notified prior to five business days beforethe program. Enrollees who fail to attend without properly cancelingwill be liable for the total fee. Substitutions are always accepted. Totransfer, substitute or cancel an enrollment call 414-227-3200.

Continuing Education UnitsAll programs listed here carry Continuing Education Units (CEUs).CEUs recognize and record satisfactory participation in nondegreeprograms. One CEU is awarded for each 10 contact hours (orequivalent) in an organized continuing education experience. AllCEUs earned through SCE noncredit programs become a part of yourpermanent record.

Professional Development UnitsPDUs measure PMI-approved learning and professional serviceactivities. They may be applied to Project Management Professionals(PMPs) toward their maintenance of certification.

InstructorsBenefit from the expertise of instructors who bring real-worldexperience to the classroom. Courses and programs are designedfor immediate application in your workplace. Information on instructorsis available at sce.uwm.edu.

Customized TrainingCapitalize on Our CapabilitiesWe can work together to create training that meets your spe-cific needs. All programs in this catalog are customized to:• Impact employee job performance• Focus on priority business challenges• Reinforce processes, procedures and best practices• Use actual organization projects in course curriculum• Maximize learning convenience through flexible scheduling

Get started today! Contact Jan Allen at 414-227-3219, 888-947-9947 or allen3@uwm.edu.

ParkingParking is avail able in the Shops of Grand Avenue parking structureand other adjacent lots and structures.

Bus RoutesUWM School of Continuing Education is located on Wisconsin Ave.and is served by numerous Milwaukee County Transit bus routes.

DirectionsFor the latest information on getting to and from the UWM School ofContinuing Education, visit sce-directions.uwm.edu. The webpageincludes printable color PDFs of current maps, information aboutparking, public transportation and other details relevant to our location.

Mailing ListTo be added to our mailing list or if you know someone who wishesto receive this catalog, visit sce-keepmeposted.uwm.edu.

For Further InformationCall 414-227-3200 or 888-947-9947. If you need special accommodations, please advise us when registering. Requests are kept confidential.

General Information

34

35Dana Lafontsee sce-mgmt.uwm.edu danalaf@uwm.eduw e 414-227-3378p www.linkedin.com/in/danalafontseein

Class Date

AUGUSTPower and Influence without Authority Aug. 10-11Emotional Intelligence I: Dealing With Difficult

People Including Yourself! Aug. 12-13* Delegation Tune-Up Aug. 27

SEPTEMBERBuilding Positive Relationships at Work Sept. 9-10Coach’s Guide to Culture and Conflict Sept. 9-10SHRM Learning System (PHR/SPHR Certification) Sept. 10-Dec. 3Pitching Ideas and Closing Deals:

Negotiations Skills for Professionals Sept. 15-16Talent Management Sept. 15-16Certificate in Sales and Service Excellence Sept. 16Leading through Employee Engagement:

Reconnecting the Disconnected Sept. 17-18•Introduction to Social Media Sept. 17-24Art of Coaching, The Sept. 21-22Human Resources Law Sept. 21-22Time Management Sept. 22Train the Trainer Unit I Sept. 23-25Facilitating Diversity Conversations Sept. 24*Creating and Leading Accountable Teams Sept. 24-25Diversity Awareness Sept. 29Handling Difficult Conversations Sept. 29-30

OCTOBERLeading Virtual and Remote Teams Oct. 1- 2Change Management Oct. 6-7*Foundations of Organizational Development Oct. 6-7* Strategic Coaching for Advancement Oct. 7-8Developing a Systems Approach to Training Oct. 8Emotional Intelligence-I Oct. 8-9* Assessment Tools for Coaches Oct. 12Cross Cultural Communications Oct. 13Managing Today’s Technical Professional Oct. 13-14Analyzing an Affirmative Action Plan Oct. 15-16•Social Media Strategy Oct. 15, 22 & 29Exercising Your eLearning Options Oct. 20Sexual Orientation & Gender Identity Oct. 20Effective Interpersonal Communication Skills Oct. 20-21Coaching to Engage Commitment in the Workplace Oct. 21-22Finance Skills for Nonfinancial Managers Oct. 21-22

Class Date

Dynamics of Generational Diversity, The Oct. 26*Transitioning to an Executive Role:

What It Takes to Take the Lead Oct. 26-28ROI - The Trainer’s Role Oct. 30

NOVEMBERDiversity Awareness Nov. 2Essential Skills for Supervisors Nov. 3-4*Leadership Challenge Workshop, The Nov. 3-5Fundamentals of Diversity Initiatives Nov. 4Strengthening Your Leadership Capabilities Nov. 4-5*Springboard to Better Problem-Solving and

Decision-Making Nov. 9-10FMLA, ADA and Worker's Compensation Nov. 10-11Fundamentals of Base Pay Administration Nov. 10-11Train the Trainer Unit II Nov. 11-13From Conflict to Resolution: Managing and

Mediating Conflict at Work Nov. 11-12*Finance for Nonfinancials – Advanced Nov. 12-13Games Trainers Play-Training Tricks,

Icebreakers, Energizers & Experiences Nov. 16What Your Customers Want You to Know Nov. 17Strategic Employee Compensation Issues Nov. 17-18*Talent Management Nov. 17-18

DECEMBER*Organizational Development Implementation Dec. 1-3*Assessment Tools for Coaches Dec. 2Art of Coaching, The Dec. 2-3Emotional Intelligence II: Deepening Your

Emotional Intelligence Skills Dec. 2-3Power and Influence without Authority Dec. 3-4Feeling the Post Training Burn Dec. 4Managing Day to Day Employee Performance Dec. 7Coach’s Guide to Culture and Conflict Dec. 7-8*Facilitating Diversity Conversations Dec. 8Coaching Capstone Dec. 9-10

* new courses

Fall 2009 Schedule of Classes

School of Continuing Education161 West Wisconsin Ave., Ste. 6000Milwaukee, WI 53203-2602

Please recycle this catalog by passing along to a friend.

Discover how to meet challenging

times head on and prepare for future success.

What you do today determines your tomorrow—for your company,your career and your staff. Be recognized as a Leader,

Coach, Trainer, Influencer.

“YesterdayI dared to

struggle.TodayI dare towin.”

- Bernadette Devlin

Assess. Discover. Lead. Connect. Elevate.• Business Coaching• Diversity • Human Resources• Management• Organizational Development• Sales and Service• Train the Trainer

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