Training Catalog www.oakgov.com/hr/hrtrain

HR Training & Development (248) 452-9945 / hrtraining@oakgov.com

Communication Diversity Collaboration Management Customer Service Grammar Business Writing Organizational Change Critical Thinking

Time Management Team Building Workplace Conflict Leadership Supervisory Skills Decision Making HIPPA

Goal Setting Ethics

2016

Oakland County Human Resources Training & Development Unit:

Enhancing Employee Effectiveness

Mission HR Training is a unit within the Oakland County Human Resources Benefits Administration division. The primary focus of HR Training is employee development. The mission of HR Training is to enhance employee effectiveness by identifying and improving organizational and individual competencies that foster an environment of excellence in public service. Our objectives are to help you develop your employees’ existing strengths or gain new skills.

2016 Training Catalog

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INTRODUCTION

Employee Development In an environment of ongoing budget constraints, organizations are being required to do more with less. In order to promote intergovernmental cooperation, Oakland County Human Resources provides training courses to local communities for their employees at a low cost to individual municipalities. Employee training and skill development can assist organizations with finding new and innovative ways to get the work done while maintaining or improving current service levels.

Local municipalities continue to address a number of critical challenges as we strive for improved service delivery to our citizens and clients. Part of this endeavor is to strengthen the competencies that will help us successfully address these challenges. The employee development opportunities that are detailed in this catalog are tied to competencies that are critical to the success of municipal employees on the job.

Background Oakland County’s goal is to work with local communities to provide training courses to their employees at a low cost to individual municipalities. We began offering our instructor-led training courses to employees of Cities, Villages, and Townships within Oakland County in 2008. This initiative allows public sector employees the opportunity to share knowledge and experience with fellow County employees. The learning process is enhanced by providing input from a more diverse population base when classes are attended by both audiences. To date, numerous participants representing many Oakland County municipalities have attended (or are currently enrolled in) various HR Training course sessions. In addition, HR Training travels to municipalities who express an interest in hosting our training courses. Several municipalities have hosted courses since program inception. In addition to the Instructor-Led training we offer Computer-Based Training (CBT) to Oakland County municipalities. This program allows users to access over 80 courses that are designed to supplement our instructor-led training and provide greater opportunities for skill development. The HR Train website is available through subscription allowing individuals to stay informed by receiving training updates sent directly to their e-mail inbox. To date, over 200 individuals receive regular emails about the HR Training Program. General Information Read through this catalog carefully and consider the ways you and your organization can take advantage of the employee development opportunities we offer. For more information, you can access our website.

We wish you well in your endeavors to achieve excellence! Melva Allen Supervisor, HR Training & Development

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INTRODUCTION

General Contact Information Address: 2100 Pontiac Lake Road, 41 West, 2nd Floor

Waterford, MI 48328-0440

Main Telephone: 248-452-9945 Fax: 248-858-5526 Email: hrtraining@oakgov.com Website: http://www.oakgov.com/hr/hrtrain

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TABLE OF CONTENTS

We pride ourselves on the wide variety of learning and development opportunities we offer. If you have questions regarding any of these programs, contact HR Training & Development at 248-452-9945 or hrtraining@oakgov.com. Competency Model Overview ....................................................................................... 4 Computer-Based Training ............................................................................................. 5 Computer-Based Training General Information ........................................................5 Computer-Based Training Program Requirements ...................................................5 Computer-Based Training Frequently Asked Questions ............................................7 General Employee Development .................................................................................. 9 General Employee Competency Model .....................................................................10 Instructor-Led Training Options for All Employees ...................................................11 Computer-Based Training Options for All Employees ...............................................12 Supervisory Development............................................................................................. 14 Supervisory Competency Model ................................................................................15 Instructor-Led Training Options for Supervisors .......................................................16 Computer-Based Training Options for Supervisors ...................................................17 Course Descriptions ...................................................................................................... 18 Course Schedule .......................................................................................................... 50 Executive Office Building Map ...................................................................................... 53

Registration Information .............................................................................................. 54 How to Register for Instructor-Led Training ..............................................................54 Registration Approval ................................................................................................54 Confirmation Information ..........................................................................................54 Reporting Information ..............................................................................................54 Organization Billing Registration ..............................................................................55 HR Training Instructor-Led Course Registration Form ...............................................55 Computer-Based Training User License Request Form .............................................56

Hosting a Session ......................................................................................................... 57 Host Responsibilities .................................................................................................57 Oakland County HR Training Responsibilities ............................................................57 Training Hosting Agreement …………………………………………………………………………………58

Cancellation Policy and Procedure ............................................................................... 59 Policy Statement .......................................................................................................59 Enrollment Status ......................................................................................................59

Billing Procedure .......................................................................................................60

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COMPETENCY MODEL OVERVIEW

Competency Based Training All of the employee development opportunities offered by HR Training & Development are based on one of two competency models in place at Oakland County: the General Employee Competency Model or the Supervisory Competency Model. A competency model is a set of skills and behaviors identified to be critical for effective job performance, and when used to guide individual work behavior and/or professional development, can be instrumental in achieving professional success. Each model was developed specifically for public sector employees, and outlines the specific skills and behaviors required for that group of employees to be successful.

Terminology The competency model is made up of three skill domains, or groupings of associated competencies. Each skill domain is further broken down into related competencies. A competency is a clustering of knowledge, skills, and abilities that is directly related to effective job performance. Each competency is further defined by key behaviors which explain more specifically what you would see a person doing if he or she was successfully demonstrating the competency. Key behaviors are explained in terms related to actions.

Keep In Mind… Working toward competency development enhances overall knowledge, skills, and abilities, which are important in achieving professional success. Developing job and/or industry specific knowledge is also very important to overall success. While each competency model identifies many key behaviors, the lists are not all inclusive. They do not include all behaviors for all jobs. Each model is designed to be a framework to guide professional development.

Differences and Similarities Among Models It is important to note the similarities and differences among competency models. At a high level, the models are very similar in that they have comparable domains and competencies. However, there are some differences both in competencies and key behaviors. Key behaviors, for example, may be quite different even when the overall competency is the same. Our entire employee development curriculum is based directly on associated competency models. The models are designed to complement and build on one another. For example, the development of Leadership Skills (in the Supervisory Competency Model) assumes mastery of the general skills (in the General Competency Model) inherent in all positions.

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COMPUTER-BASED TRAINING

Computer-Based Training Program As part of HR Training’s ongoing commitment to continuing professional development, we provide a training initiative that can be accessed from the convenience of your desktop computer and completed at your own pace. Computer-Based Training (CBT) is a web based system of courses available through a customized website called SkillPort. The program is not intended to replace instructor-led training courses, but designed to supplement traditional methods and provide you greater opportunities for skill development. The CBT courses partner with instructor-led classes which are tied to the Oakland County Competency Models. You can find detailed course descriptions in the Course Description section of this catalog. CBT Curriculum – Over 80 Courses Available • Administrative Support • Writing • Business Etiquette and Professionalism • Team Building • Communication • Time Management/Organization • Customer Service • Stress Management • Grammar and Business • AND MUCH MORE! Other CBT Benefits

• Work at your own pace! • Competitive pricing with our instructor-led courses • Users can print their own certificate of completion • Users can gain academic credit toward a University of Phoenix degree • Courses can be accessed from any PC with internet access

AT-A-GLANCE

Registration Process Users must complete the Computer-Based Training User License Request form. Once the form is received by HR Training, log-in credentials will be issued and e-mailed to the requesting user. This information will be accompanied by other helpful materials to assist the new user. Computer-Based Training – Program Requirements Organizations wishing to participate in Oakland County’s Computer-Based Training (CBT) Program must adhere to the following terms and conditions:

License Provisions The organization must purchase an annual user license for each employee wishing to register for CBT courses: • A purchased license is for the sole use of the registered user and shall not be shared with

others. • Course learning is intended for the registered user only and shall not be used for group or

classroom learning. • The user license term begins the date it is activated by HR Training and ends one year from

that date.

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COMPUTER-BASED TRAINING

Price Structure The organization will pay Oakland County the license and course fees as detailed below:

Service Fee Annual license issuance fee Free Individual course registration fee* $35.00

*The organization will be charged a fee of $35.00 for each course started. Course Access/System Requirements CBT is a web-based system of courses that are accessed through a customized website called SkillPort. For the site to function properly, users must ensure the following computer requirements are met: Supported operating system versions:

• Windows Vista, XP, 7,8 and RT • Mac OS X 10.5.8, 10.6.8, 10.7.5, 10.8.5, 10.9.2, 10.10, 10.10.1 and above

NEW! Supported HTML5 Browsers for Java-free Mode Windows

• Internet Explorer 10 or later • Firefox 31 or later • Chrome 29 or later

Mac OS X • Safari 6 or later

Recommended Browser Settings

• Enable browser caching • Enable Active Scripting and Scripting of

Java™ Applets • Support JavaScript™ 1.0 and Java™

1.0.2

• Support .JAR Java™ Applets • Enable Java™ Console • Accept cookies • Set your browser display to 100%

Java-Free Mode-Coming Soon in 2016 Java-Free Mode is a new feature through Skillsport that will be available in the second quarter of 2016. Until the multi-phase upgrade is complete, users are still required to have an updated version of Java installed on their computer, which is a software program that helps the SkillPort site run smoothly. If users do not have Java installed, they may experience problems accessing or working in the SkillPort site. It is recommended users check for the software prior to adding CBT courses to their training plan. Technical Support Technical support for users will be supplied by the SkillSoft Company at no additional charge. Contact information will be provided to registered users.

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COMPUTER-BASED TRAINING

Computer-Based Training Frequently Asked Questions Q. What is Computer-Based Training? A: Computer-Based Training (CBT) is a developmental tool that you can utilize at your own

pace right from your desktop computer. It is a web-based system of courses provided by the SkillSoft company. Courses are accessed through a customized website called SkillPort. CBT is not intended to replace classroom-based training, but designed to supplement traditional methods and provide greater opportunity for skill development. The CBT courses map to our Classroom-based Program which is tied to the Oakland County Competency Model.

Q: What courses are available? A: Curriculum includes interpersonal communication, administrative support, business

etiquette/ professionalism, organization/time management, grammar, business writing, customer service, team building, strategic planning, leadership/management skills and more. Course descriptions can be found in this catalog.

Q: How long are the courses? A: Anticipated course length is included with each course description. Courses are typically

one hour in length. Q: How do I register for a course? A: • Review the list of course descriptions.

• Review the Computer-Based Training Program Requirements. • Complete the Computer-Based Training User License Request form. • Submit the form to HR Training (you must have your supervisor sign the completed

form prior to submitting it). • Once the form is received by HR Training, you will be sent log-in information for the

SkillPort site and other information to help you get started. Q: Is there a cost? What is the cost? A: The annual user license issuance fee is free. The individual course registration fee is

$35.00 (your organization will be charged a fee of $35.00 for each course started).

Q: Are there assessments/feedback on my performance? A: Yes. There are assessments and valuable feedback after each lesson as well as a

mastery assessment of the entire course. You may re-take lessons and/or the entire course as many times as you wish to master the content.

Q: Are the courses scored? A: Yes. To successfully complete a course, you must receive a score of at least 70%.

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COMPUTER-BASED TRAINING

Q: What if I score below 70% A: You may re-take the course, or specific topics within the course, as many times as you

wish to master the content. Q: Will I get a certificate of completion? A: Yes. You may print a certificate of completion after successful completion of each

course. Contact Information If you have any questions or want more information regarding Computer-Based Training, contact Melva Allen at 248-858-0018 or by e-mail at allenmc@oakgov.com

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GENERAL EMPLOYEE DEVELOPMENT

General Employee Competency Model and Coursework We offer instructor-led training opportunities to all employees. Employee training and skill development can assist organizations with finding new and innovative ways to get the work done while maintaining or improving current service levels. In an effort to better prepare employees for ongoing changes in the public sector environment, we have focused all of our training courses on the General Employee Competency model which is comprised of three skill domains: Interpersonal, Collaboration, and Self-Management skills. The approach used to develop the General Employee Curriculum provides flexibility to individuals interested in developing their knowledge, skills, and abilities. The courses are designed to meet the ongoing needs of employees within municipal organizations and can be taken in any order. The content of each course is not dependent on completion of another course unless otherwise noted on the course description. Since the content does not build from one course to the next, this approach supports individual development by allowing employees to take courses that will help them build skills in each competency area as needed (see Course Description section for complete course listings). All courses have been mapped to the General Employee Competency Model, which can be found on the next page.

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GENERAL EMPLOYEE DEVELOPMENT

General Employee Competency Model

Interpersonal Skills

1. Building Positive Working Relationships – Developing and using collaborative relationship with internal and external partners and customers to facilitate the accomplishment of wo goals.

2. Building Trust – Interacting with everyone in a way that gives them confidence in one’s intentions and those of the organization; fostering an environment that is fair and open to new ideas.

3. Communication Skills – Clearly conveying information and ideas through a variety of media to others in formal and informal settings in a manner that engages them and helps them understand and retain the message.

Collaboration Skills

4. Working Together as a Team – Actively participates as a member of the team toward the completion of team goals.

5. Customer Service Skills – Recognizing that the unit exists to support its customer’s needs. Making customers and their needs a primary focus of one’s actions.

6. Partnering with Supervisor – Working with supervisor to achieve the goals of the unit. Taking responsibility to fully understand one’s own role in supporting the goals of the unit.

Self-Management Skills

7. Quality Focus – Establishing and exceeding high standards of excellence in all elements of one’s work.

8. Adaptability – Maintaining effectiveness when experiencing major changes in work tasks or the work environment. Embraces change and consistently remains flexible to new work demands.

9. Decision-Making – Identifying and understanding issues, problems, and opportunities; using effective approaches in choosing a course of action or developing appropriate solutions; taking appropriate action.

10. Planning and Organizing – Effectively managing one’s own time and resources to ensure that work is completed efficiently.

11. Continuous Learning – Seeks opportunities to learn from experience and from others. Consistently takes advantage of learning opportunities and applies newly acquired knowledge and skills on the job.

12. Professional Knowledge/Expertise – Having achieved a comprehensive level of technical and professional skill or knowledge in position-related areas.

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GENERAL EMPLOYEE DEVELOPMENT

Instructor-Led Training Options for All Employees

Interpersonal Skills • Effective Communication Skills • Exploring Diversity and Individual Differences • Making Effective Presentations • Valuing Generational Differences in Your Team • Write On! Effective E-mail, Letters and Reports • Write On! Grammar and Punctuation Made Easy

Collaboration Skills • Assisting the Difficult Client • Customer Service Excellence for Diverse Populations • Managing Conflict and Working Relationships Effectively • Managing Conflict Using Personality Type (prerequisite required) • Understanding Personality Type in the Workplace

Self-Management Skills • Compassion Fatigue: The Cost of Caring • Managing Time Effectively • Mastering Change • Redesigning Workflow: Business Process Redesign • Taking Charge of Stress

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GENERAL EMPLOYEE DEVELOPMENT

Computer-Based Training Options for All Employees

Administrative Support Curriculum • Administrative Professionals: Interacting with Others • Administrative Professionals: Putting Your Best Foot Forward

Communication Curriculum • Interpersonal Communication: Being Approachable • Interpersonal Communication: Communicating Assertively • Interpersonal Communication: Communicating with Confidence • Interpersonal Communication: Listening Essentials • Interpersonal Communication: Targeting Your Message • Listening Essentials: Improving Your Listening Skills • Listening Essentials: The Basics of Listening

Policy Curriculum

• HIPAA Privacy Essentials

Customer Service Curriculum • Customer Service Confrontation and Conflict • Customer Service Fundamentals: Building Rapport in Customer Relationships • Customer Service in the Field • Customer Service Over the Phone • Internal Customer Service

Grammar and Business Writing Curriculum

• Addressing and Redistributing Email • Business Grammar: Common Usage Errors • Business Grammar: Parts of Speech • Business Grammar: Punctuation • Business Grammar: Sentence Construction • Business Grammar: Working with Words • Business Grammar: The Mechanics of Writing • Business Writing: Editing and Proofreading • Business Writing: How to Write Clearly and Concisely • Business Writing: Know Your Readers and Your Purpose • Managing Your Email

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GENERAL EMPLOYEE DEVELOPMENT

Computer-Based Training Options for All Employees (CONT.) Personal Development Curriculum

• Creating a Positive Attitude • Embracing Organizational Change • Ethical Decision Making in the Workplace • Forming Peer Relationships and Alliances at Work • Generating Creative and Innovative Ideas: Enhancing Your Creativity • Improving Your Emotional Intelligence Skills: Self-Awareness and Self-Management • Introduction to Workplace Ethics • Optimizing Your Work/Life Balance: Taking Control of Your Stress • Preparing for Organizational Change • Understanding Organizational Change • Using Emotional Intelligence on the Job • What is Emotional Intelligence?

Personal Productivity Curriculum

• Critical Thinking Essentials: Applying Critical Thinking Skills • Critical Thinking Essentials: What is Critical Thinking? • Decision Making: Making Tough Decisions • Decision Making: The Fundamentals • Getting Results Without Direct Authority: Building Relationships and Credibility • Goals and Setting Goals • Managing Your Email • Problem Solving: Determining and Building Your Strengths • Problem Solving: The Fundamentals • Project Management Fundamentals • Time Management: Analyzing the Use of Your Time • Time Management: Avoiding Time Stealers • Time Management: Planning and Prioritizing Your Time • Working for Your Inner Boss: Personal Accountability

Team Building Curriculum

• Being an Effective Team Member • Effective Team Communication • The Value of Peer Relationships • Working with Difficult People: How to Work with Aggressive People • Working with Difficult People: How to Work with Negative People • Working with Difficult People: Identifying Difficult People • Workplace Conflict: Recognizing and Responding to Conflict • Workplace Conflict: Strategies for Resolving Conflicts

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SUPERVISORY DEVELOPMENT

Supervisory Competency Model and Coursework Because of the critical and broad impact supervisors may have not only on their staff, but also on peers, other departments and the community, it is critical that supervisors are skilled in interpersonal, leadership and managerial/supervisory skills. The supervisory curriculum was developed around the Supervisory Competency Model and is comprised of three skill domains: Interpersonal, Leadership, and Managerial/Supervisory Skills. The approach used to develop the Supervisory Curriculum provides flexibility to individuals interested in developing their leadership knowledge, skills, and abilities. The courses are designed to meet the ongoing needs of Supervisors and can be taken in any order. The content of each course is not dependent on completion of another course. Since the content does not build from one course to the next, this approach supports individual development by allowing supervisors to take courses that will help them build skills in each competency area as needed (see Course Description section for complete course listings). All courses have been mapped to the Supervisory Competency Model which can be found on the next page. In addition to the supervisor courses, supervisors may also take any course in the General Employee curriculum. Important Note about General Employee versus Supervisory Courses In certain instances, similar courses will be provided to both General Employee and Supervisory audiences. This occurs when there is overlap in the General Employee and Supervisory Competency Models. Similar objectives and key behaviors are included in both the General Employee and Supervisory courses. However, the Supervisory courses include objectives that assist supervisors with developing skills necessary to effectively interact with their employees.

As an example, HR Training & Development offers interpersonal communication skills courses for both general employees and supervisory/management employees (PER111 – Effective Communication Skills and PER120 – Effective Communication Skills for Supervisors). This may cause some confusion as to which communication skills course an individual should take. It is recommended that employees take one or the other course based on their position (but not both). For instance, it is unlikely that it would be appropriate for a Supervisory level employee to take both the supervisor course and the course for general employees, but it may very well be likely that an employee takes a course offered to all employees and at a later date takes the course offered for supervisors due to career movement. The courses designed for supervisors are typically longer in duration due to additional content and activities related to additional supervisory responsibility.

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SUPERVISORY DEVELOPMENT

Supervisory Competency Model

Interpersonal Skills

1. Building Positive Working Relationships – Developing and using collaborative relationships with internal and external partners and customers to facilitate the accomplishment of work goals.

2. Building Trust – Interacting with everyone in a way that gives them confidence in one’s intentions and those of the organization; fostering an environment that is fair and open to new ideas.

3. Communication Skills – Clearly conveying information and ideas through a variety of media to others in formal and informal settings in a manner that engages them and helps them understand and retain the message.

Leadership Skills

4. Identifying and Mobilizing Resources – Managing appropriate staff and resources consistent with organizational goals; proactively negotiating and accessing resources outside of one’s immediate domain when necessary.

5. Initiating Action – Taking timely action when appropriate to accomplish objectives; taking appropriate action to achieve goals; anticipates issues and takes action to address them.

6. Managing Conflict – Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

7. Work Standards – Setting appropriate standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

8. Change Management – Embracing change and acting as a change agent within the organization to facilitate the effective implementation of change initiatives and fostering innovative approaches to improvements in the workplace.

Management/Supervisory Skills

9. Decision-Making – Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches and facilitating others in choosing a course of action or developing appropriate solutions; taking appropriate action that is consistent with available facts, constraints, and probable consequences.

10. Planning and Organizing – Establishing courses of action to ensure that work is completed efficiently.

11. Promoting Optimal Employee Performance – Focusing and guiding others in accomplishing performance objectives which are in line with the department or organization’s vision; identifies potential in others.

12. Professional Knowledge/Expertise – Having achieved a comprehensive level of technical and professional skill or knowledge in position-related areas.

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SUPERVISORY DEVELOPMENT

Instructor-Led Training Options for Supervisors Interpersonal Skills

• Challenging Conversations • Effective Communication Skills for Supervisors • Governmental Ethics for Supervisors: Leading by Example • One Leadership Style Does Not Fit All: Situational Leadership for Supervisors

Leadership Skills

• Effectively Leading Change Initiatives • So Now You’re the Supervisor • Working Toward Effective Solutions: Dealing with Conflict

Managerial/Supervisory Skills

• Goal Setting for Supervisors • Leading Productive Meetings • No Cost/Low Cost Ways to Increase Employee Satisfaction • Planning and Organizing for Supervisors • Promoting Optimal Employee Performance for Supervisors • Solving Problems and Making Effective Decisions

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SUPERVISORY DEVELOPMENT

Computer-Based Training Options for Supervisors Oakland County supervisors are eligible to take all courses available to general employees, as well as the following Computer-Based Training courses available only to those in supervisory positions or in a lead role: Leadership Curriculum

• Leadership Essentials: Building Your Influence as a Leader • Leadership Essentials: Communicating Vision • Leadership Essentials: Leading Change • Leadership Essentials: Leading Innovation • Leadership Essentials: Leading with Emotional Intelligence • Leadership Essentials: Motivating Employees

Management Curriculum

• First Time Manager: Challenges • First Time Manager: Meeting Expectations • First Time Manager: Understanding a Manager’s Role • Managing Change: Building Positive Support for Change • Managing Change: Dealing with Resistance to Change • Managing Change: Sustaining Organizational Change • Managing Change: Understanding Change • Managing Workforce Generations: Introduction to Cross-generational Employees • Managing Workforce Generations: Working with a Multigenerational Team • Managing Workforce Generations: Working with the 21st Century Generation

Mix Strategic Planning Curriculum

• Initiating Succession Planning Team Building Curriculum

• Leading Teams: Dealing with Conflict

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COURSE DESCRIPTIONS

HR Training & Development offers a variety of classes designed to enhance employee effectiveness. On the following pages you will find detailed course descriptions for HR Training courses (listed in alphabetical order). If you have any questions, please contact us at 248-452-9945 or by e-mail at hrtraining@oakgov.com.

Addressing and Redistributing E-mail CBT141 Audience All Employees This course covers the techniques for addressing and redistributing e-mails appropriately. Specifically, you will be introduced to the best practices for deciding who to send e-mails to, and how to flag e-mails appropriately. The course also covers proper etiquette for forwarding e-mails and using reply and reply all. Finally, the sensitivities of copying an e-mail over someone's head are addressed. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Administrative Professionals: Interacting with Others CBT142 Audience All Employees This course introduces the benefits of being a supportive colleague, including some best practices for doing so. You will also be introduced to techniques to use to ask for help from colleagues in a respectful and proactive way in order to accomplish your goals. Finally, the course covers some techniques to help you deal with criticism, including how to react to and act on it constructively. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Administrative Professionals: Putting Your Best Foot Forward CBT143 Audience All Employees This course introduces some best practices for making a good impression as an administrative professional. Specifically, you'll learn how to project a positive professional image by building credibility and maintaining authenticity. You'll also explore the importance of communicating honestly, respecting others, and having a positive outlook in order to create a positive work environment. Finally, you'll learn how to practice positive office politics Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Assisting the Difficult Client PER115 Audience All employees This course was designed for individuals who encounter angry or difficult clients on a frequent basis. The goal is to assist participants in recognizing and defusing potentially hostile situations at work. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates April 7, 1:00-5:00

October 13, 8:30-12:30

Being an Effective Team Member CBT127 Audience All employees Effective team members go beyond themselves and their personal desires and goals. If you want to be an effective team member, your challenge is to put the team first, which means maximizing your contributions to help the team accomplish its purpose. This course covers strategies and techniques to help you become an effective and valued member of your team. Specifically, you'll explore ways for adopting a positive approach to being on a team, like recognizing the benefits of working on a team and learning to tolerate team member differences. You'll also learn how to work proactively and collaboratively with members of your team as you achieve your team's goals. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Building Trust CBT220 Audience All employees The importance of being able to count on your colleagues when it matters most cannot be overstated. Trusting relationships truly are the foundations for productive and enjoyable workplaces. Trust helps improve communication and productivity by giving you and your colleagues the confidence to express and resolve problems. This in turn allows you to focus and collaborate more effectively. At the same time, there are many pitfalls associated with distrusting relationships, including negative impacts on personal development, not to mention team and organizational success. This course provides invaluable insight into the impact of trust and distrust in the workplace. It also addresses the importance of fostering trusting relationships at work and how to build and sustain trust with your colleagues. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Business Grammar: Common Usage Errors CBT144 Audience All Employees This course describes how to use commonly confused words correctly, including word pairs that sound alike and those that have related meanings. It also covers verbs that are often misused – for example, affect and effect or apprise and appraise. In addition, the course reviews some idiomatic combinations of verbs and prepositions that can be confusing. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Business Grammar: Parts of Speech CBT128 Audience All employees Do you know what the eight parts of speech are? Such a question probably brings back memories of dull grammar lessons in elementary school, where you first heard the term parts of speech. What's the point of learning these now? Being reminded of the functions of different parts of speech can help you write with more confidence. The parts of speech are the building blocks of sentences, so finding out about them can help you skillfully combine words into meaningful sentences. This course defines the functions of the eight parts of speech: nouns, pronouns, verbs, adverbs, adjectives, prepositions, interjections, and conjunctions. In particular, it focuses on how to use them effectively, and correctly. And it provides special focus on nouns, adverbs, adjectives, and verbs, including verb tenses. When you have finished the course, you'll have the necessary building blocks to develop your writing skills. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Business Grammar: Punctuation CBT145 Audience All Employees In this course, you'll review the standard rules and guidelines for using punctuation appropriately. You'll start by reviewing how to correctly apply end punctuation, including the correct use and rules for periods, question marks, and exclamation points. You'll also find out how to correctly use commas, one of the most common punctuation marks. The course also describes rules for using different connecting and separating marks, such as colons, semicolons, dashes, and hyphens. In addition, it shows how to properly use apostrophes, parentheses, brackets, and quotation marks. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Business Grammar: Sentence Construction CBT129 Audience All employees People write sentences every day in business. However, sometimes those sentences are not as well constructed as they could be. A misplaced modifier might get a chuckle out of the reader, but it doesn't help your reputation or that of your company. Nor does a run-on sentence, which can blur the meaning of your message and cause the reader to be confused and even annoyed. In this course, you'll review basic sentence construction, including how to develop sentences that are logical, clear, and powerful – the basis of any sound business document. The course examines the parts of a sentence – the subject and predicate, for example – and distinguishes between phrases and clauses. It shows the importance of subject-verb agreement, as well as agreement between pronouns and their antecedents. You'll also find out how to identify and fix some of the most common types of sentence errors. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Business Writing: Editing and Proofreading CBT148 Audience All Employees This course highlights the importance of editing and proofreading your business documents. It describes some key areas to consider when editing – like tone, structure, clarity, and accuracy. You will also explore ways to proofread effectively. In particular, you will find out about some of the most common grammatical, punctuation, and spelling mistakes that people make. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Business Grammar: The Mechanics of Writing CBT146 Audience All Employees This course presents the basic rules for using capital letters, abbreviations, and numbers. It covers abbreviations of titles, names, locations, and countries, as well as how to capitalize direct quotes, titles, names of organizations, and product names, among other elements. In addition, you will be introduced to the forms and uses of numbers with dates and time, money, fractions, and symbols. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Business Grammar: Working with Words CBT147 Audience All Employees This course explains how to use words correctly, including some key rules on how to spell correctly. It covers rules for properly constructing prefixes and suffixes. In addition, the course describes how to form plurals and possessives correctly. And it presents spelling rules and tips to help you become a better speller. Knowing the rules, as well as the exceptions, when it comes to details like these will make you a more confident writer and leave a good impression on your readers. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Business Writing: How to Write Clearly and Concisely CBT130 Audience All Employees People who have no problem communicating clearly when they speak sometimes struggle to make themselves understood when they write. That's because the ability to write clearly and concisely is a skill that requires effort to master. Acquiring this skill gives you the tools to create effective business documents for readers who lack the time or the patience to search for essential information buried in long, rambling e-mails or reports. Writing clearly also entails organizing content logically and appropriately for the subject and reader. Clear and concise sentences get you part of the way. But you need to organize these into coherent paragraphs that convey the relevant information in the most effective way. This course describes ways to make your writing more clear. Specifically, it covers the importance of using short, familiar words, appropriate connotations, concrete and specific language, and transitional words and phrases. The course also discusses ways to be more concise and explains some best practices for organizing content logically and appropriately. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Business Writing: Know Your Readers and Your Purpose CBT131 Audience All employees Individuals occasionally struggle when writing effective and appropriate business messages. This course will help you identify your reader(s), the reader(s) knowledge of the subject, and the purpose of the message. It will also help you select an appropriate tone for your business message. Tone is a significant element in writing – one that affects how the reader will respond to your message. When you know who your readers are and what your purpose is, you can tailor your tone to suit them. This will help you create more effective business messages. The course outlines how to write effectively for the three most common reasons for writing a business document – to inform, respond, or persuade. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Challenging Conversations PER194 Audience Supervisors and above Have you ever heard the words, “we need to talk” and not felt a little uncomfortable? In a fast-paced work environment, communication challenges come up every day. It’s natural for conflict to arise and disagreement to occur, so leaders need the skills to successfully manage emotionally charged conversations and help resolve issues between team members. To help improve their skills in dealing with challenging conversations, Challenging Conversations teaches leaders how to speak up without alienating the other person and how to listen even if they are “triggered” by what they are hearing, using the SPEAK model. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates July 18, 8:30-12:30

September 22, 8:30-12:30

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COURSE DESCRIPTIONS

Communication Skills and Project Management CBT208 Audience Supervisors and above An essential element of management is the ability to effectively communicate with people. The capacity to successfully communicate in today's global economy is a pivotal element to the success of any organization. Managers need to be aware of emerging technologies and how these affect international communication. To meet an improvement project's specified goals and objectives, a manager must also effectively plan, estimate, and monitor the progress of the project and know what tools to apply. This course explores how communication takes place, and presents techniques and strategies for enhancing communication. It also examines how various project management tools can be used to analyze project risk, feasibility, and priority. Course Cost $35 per participant Length 2 hours Delivery Method Computer-Based Training Compassion Fatigue: The Cost of Caring PER166 Audience All employees This half day workshop is designed to introduce participants to the concept of compassion fatigue and how it impacts their effectiveness in treating clients as well as their health and well-being. This course explores current theories of compassion fatigue and burnout; reviews methods for prevention and reduction and also offers the opportunity for individuals to share experiences and lessons learned. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates March 2, 1:00-5:00

August 9, 1:00-5:00

Creating a Positive Attitude CBT149 Audience All Employees Taking action to develop a positive attitude involves examining how you perceive your situation, and how you deal with your perception of the situation. This course will show you that it is possible to change your perspective from negative to positive, and provide you with skills for overcoming the challenges that you face at work. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Customer Service Confrontation and Conflict CBT152 Audience All Employees One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration.

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COURSE DESCRIPTIONS

Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Customer Service Excellence for Diverse Populations PER191 Audience All Employees Participants will discuss the definition of Customer Service and build awareness of the benefits of a multi-cultural environment. The course offers tools to help recognize and appreciate the unique characteristics of others in order to improve customer service and to de-escalate conflict in a respectful and productive manner. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates May 3, 8:30-12:30

December 1, 1:00-5:00

Customer Service Fundamentals: Building Rapport in Customer Relationships CBT132 Audience All employees Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Customer Service in the Field CBT153 Audience All Employees When you meet customers you can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the expectations for resolution time and scope, and help customers fully understand your products and services, as well as your intentions. This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Customer Service Over the Phone CBT133 Audience All employees Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Developing a Code of Ethical Conduct CBT229 Audience All Employees Become a better employee by understanding that honoring shared values and beliefs will gain you a reputation for being responsible, fair, honest, and respectful. These are essential qualities for both personal and professional success. Following a personal code of ethics is a good way to apply ethical principles and to ensure your reputation and integrity in the workplace are uncompromised. Many companies provide their employees with a formal code of conduct, but you can also develop your own code by clarifying your ethical principles and applying guidelines for behaviors that align with your code. This course explains common values, offers a process for developing your own ethical code of conduct, and presents several scenarios in which you get to exercise your ethical muscles. With the guidance provided in this course, you will be able to develop your own code of conduct, apply core values at work, and approach common ethical problems with confidence. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Developing and Deploying Strategic Plans CBT206 Audience Supervisors and above Successful organizations are founded on effectively developing and deploying strategic plans. Organizations must identify their primary goals and objectives based on their mission and vision statements. Other success factors include understanding market forces, internal strengths and weaknesses, stakeholders, relevant technology, and legal and regulatory factors. With these considerations, an organization's action plan can be developed and deployed, and its effectiveness evaluated. This course explores the concepts of strategic planning models, business environmental analysis, and strategic plan deployment. situation. Course Cost $35 per participant Length 2.5 hours Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Developing Strategic Peer Relationships in Your Organization CBT226 Audience All Employees Cultivating relationships with your work peers can lead to success for you as an individual and for your organization as a whole. Developing a supportive peer network can provide you with access to a wide variety of expertise and institutional knowledge and it enables you to leverage other people's networks. Because every workplace has its own dynamic, you need to develop a better awareness of your environment. This course explores how you can identify the peers in your organization who are especially important in meeting your goals and it shows you how to develop solid, mutually beneficial relationships with these people. situation. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Developing the Right Attitude for Performing under Pressure CBT231 Audience All employees With the right attitude, you can optimize your performance under pressure. Although meeting the challenge of high pressure situations is a different experience for everyone, one thing is constant: you need an attitude that leads to effective and efficient goal-oriented action. You won't always be able to control the external events that lead to pressure, but you can control your reaction. This course helps you recognize the events and situations that cause you to feel pressure. It explains how you can understand your reaction to pressure, and how excessive stress can impair your performance. Finally, it covers the principles for managing your attitude so you stay in control and maintain a success-oriented mentality. Meeting high-pressure challenges is an opportunity for you to excel and build your reputation as someone who can be counted on. Delivery Method Computer-Based Training Course Cost $35 per participant Length 1 hour Diversity on the Job: Diversity and You CBT219 Audience All Employees Just as organizations must respond to demographic and social changes that introduce new languages, cultures, values, and attitudes to the workplace, so must you as an individual. To understand and appreciate diversity, you must develop an understanding of yourself and the ways in which you and others view the world. Your ability to use a variety of strategies to effectively deal with diverse situations in and out of the workplace is very important. Equally important is the ability to share these effective strategies openly, to leverage the diversity that exists within the organization. This course identifies strategies to help you become aware of your attitudes toward diversity; increase your acceptance of diverse cultures, people, and ideas; and become an advocate for diversity within the workplace. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Diversity on the Job: The Importance of Diversity and the Changing Workplace

CBT218

Audience All Employees Rather than address the legal underpinnings and requirements related to diversity, this course focuses on how to leverage the diversity that exists within the organization. It defines diversity and dispels some common myths that surround the topic of diversity. The importance of diversity within the ever-changing workplace is described, including the impact of globalization. This course also discusses the barriers and challenges that must be overcome in order to create a diversified working environment.

Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Effective Communication Skills PER111 Audience All employees Communication breakdown continues to be one of the biggest problems in today’s workplace. The goal of this course is to improve and enhance participants’ interpersonal communication skills. Topics include giving clear information, effective listening, and other key skills needed to communicate effectively.

Please note: if you have taken PER120 Effective Communication Skills for Supervisors, you do not need to take this course.

Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates May 3, 1:00-5:00

November 3, 8:30-12:30

Effective Communication Skills for Supervisors PER120 Audience Supervisors and above The goal of this course is to improve or enhance participants’ interpersonal communication skills in order to optimize their own and their employees’ performance. Topics include giving clear information, the importance of effective listening, and the importance of feedback.

Please note: if you have taken this course, you do not need to take PER111, Effective Communication Skills. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates March 24, 8:30-12:30

September 8, 8:30-12:30

Effective Team Communication CBT157 Audience All Employees In this course, you'll learn the importance of fostering a team environment that encourages open and supportive communication. You will learn to recognize common verbal barriers that can seriously interfere with team productivity and learn strategies for eliminating those barriers. This course also covers active listening and presents techniques for listening more effectively to teammates, thereby encouraging the sharing of ideas within the team Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Effectively Leading Change Initiatives PER169 Audience Supervisors and above Change is constant, but that doesn’t make it any easier. This course assists supervisors with understanding the importance of an effective change agent, the change process, and how to use communication as a change management tool. Supervisors will learn how to clarify goals, develop a change implementation plan, measure successes and use feedback to adjust their change plan. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates March 23, 1:00-5:00

September 1, 1:00-5:00

Elements of a Cohesive Team CBT235 Audience All Employees This course introduces techniques for building a cohesive team and highlights how poor communication, a trust-deficient atmosphere, and a lack of cooperation among team members leads to failure of the team achieving its goals. This course covers what needs to happen in order to reach true unity and cohesiveness, which will in turn take the team to new heights. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Embracing Organizational Change CBT158 Audience All Employees This course covers best practices to help you accepting a new reality when things change, including acknowledgement of the changes and coming to terms with your new reality. This course also introduces the idea of reframing as a coping method for accepting organizational change. Finally, this course covers the importance of recognizing and capitalizing on the career opportunities presented by organizational change, including the importance of a career plan. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Ethical Decision Making in the Workplace CBT159 Audience All Employees How do you go about making the best ethical decision possible? Sometimes there are gray areas between what is right and what is wrong. Do you have the tools necessary to ethically lead you in your work practices? When you are able to recognize areas in which ethical problems occur in the workplace and are aware of the various arguments and justifications that become obstacles to ethical behavior, it is easier to successfully apply ethical standards. This course aids you in identifying ethical problems, helps you avoid the obstacles that may tempt you to act improperly, and gives you the tools necessary to guide you toward the right decisions Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Exploring Diversity and Individual Differences PER172 Audience All employees In this highly engaging course, participants are guided through interactive and experiential techniques designed to draw from their own real life experiences as a source of knowledge. Brief lecture components are complemented by a key emphasis on learning about diversity through shared dialogue and experiential exercises. The overall approach is to create a safe ‘no-fault’ environment that regards each participant as a valued contributor to workplace harmony and productivity. The interactive process combines small and large group discussion and strategies that foster development and broadening of each participant’s perspective. Course Cost $75 per participant Length 6.5 hours Delivery Method HR Instructor-Led Training Dates January 5, 8:30-3:30

April 12, 8:30-3:30 July 14, 8:30-3:30 October 5, 8:30-3:30

First Time Manager: Challenges CBT139 Audience Supervisors and Above High expectations are often placed on first-time managers. Along with these expectations comes the pressure to succeed and the need to prove you belong in a management position. Establishing credibility early and building new working relationships can go a long way in helping a first-time manager succeed in adjusting to his or her new responsibilities. This course describes ways to establish credibility and manage former colleagues effectively. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training First Time Manager: Meeting Expectations CBT140 Audience Supervisors and Above As a first-time manager, you have to develop a greater awareness of how your own work, and the work of those in your department, fits in with the organizational vision. You need to understand the different expectations that your direct reports, your peers, and your boss have of you, and how to balance these effectively. It's also vital to build a strong relationship with your manager so you get the support you need to meet expectations. This course covers how to meet organizational expectations as a first-time manager, as well as how to balance conflicting expectations of peers, direct reports, and management. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

First Time Manager: Understanding a Manager’s Role CBT138 Audience Supervisors and Above This course describes some of the myths about management and their corresponding truths in order to clarify what managers really do. It also points to the typical demands and constraints of a manager's job. Finally, it describes strategies for dealing with common mistakes of first-time managers. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Forming Peer Relationships and Alliances at Work CBT160 Audience All Employees Establishing a network of mutually supportive peers is an ongoing exercise in demonstrating social skills and an interest in the success of others. It involves recognizing the role each person serves and building collaborative relationships with a diverse network of your peers who support you as you support them. This course explores how to leverage social and communication skills in building peer relationships. And it demonstrates how to build peer support networks and how to collaborate with peers toward a common goal. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Generating Creative and Innovative Ideas: Enhancing Your Creativity CBT134 Audience All employees What makes a person creative? Do you consider yourself creative? Certain personal characteristics have been linked with creativity – for example, a willingness to take risks, the ability to connect diverse ideas, and open-mindedness. And most important, perhaps, is believing that you are creative. Many people get stuck because they think 'I'm not a creative person.' But everyone has creative potential. Understanding the characteristics you possess that boost your creativity and those that inhibit it can help you enhance your creative output in the workplace. This course explores the essential attributes of a creative person. It also describes barriers to creativity and how to overcome these. In addition, it demonstrates how you can enhance your creativity in the workplace. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Getting Results without Direct Authority: Building Relationships and Credibility

CBT161

Audience All Employees Effective influencing requires that you know how to build good relationships, and that you have credibility. In this course, you'll learn how to develop relationships and build credibility so that you can get the results you need at work. You'll also find out how being able to influence others benefits you. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Goals and Setting Goals CBT162 Audience All Employees A well-constructed goal is challenging, yet achievable. In this course, you'll examine the types of goals you can use to advance your career and personal life, learn to construct goals that are both challenging and achievable, discover how to embed the seeds of success within your goals, and explore ways to align your goals with your own priorities and the priorities of others who influence the way you use your time. Course Cost $35 per participant Length 2 hours Delivery Method Computer-Based Training

Governmental Ethics for Supervisors: Leading by Example PER121 Audience Supervisors and above This course identifies benefits of ethical behavior, factors that may drive unethical behaviors and specific models that encourage ethical decision-making. Participants apply this knowledge to case study scenarios during class. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates January 7, 8:30-12:30

July 12, 8:30-12:30

Handling Difficult Conversations Effectively CBT216 Audience Supervisors and above This course identifies the common challenges of difficult conversations and explores the strategies that can be used to handle them. Challenges can include a subject who's not willing to engage in conversation or who looks to place the blame on you. By using various strategies and techniques to overcome these challenges, you can keep the conversation on track, manage your emotions, and progress the conversation to produce positive outcomes. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Goal Setting for Supervisors PER195 Audience Supervisors and above When done effectively, goal setting can unleash the hope of opportunity and the power of action. Framing organizational imperatives into goals that are meaningful and personally relevant not only makes people more likely to achieve the goals they set, but also helps people feel energized and have greater sense of satisfaction while pursuing their goals. This half-day session for supervisors offers a new take on SMART goals and explores the latest research regarding motivation and goal setting with a focus on using this knowledge to develop others. Participants have the opportunity to practice creating truly SMART goals that can help focus energy, sustain motivation, and increase the likelihood of achieving successful outcomes. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates July 18, 8:30-12:30

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COURSE DESCRIPTIONS

Having a Difficult Conversation CBT215 This course explains the methods that can be used to have successful difficult conversations. These methods include sticking to an agenda, stimulating open dialogue, and connecting with the subject. It also explores how you can learn from the experience and share perspectives, find mutual understanding, and work with the subject to design an action plan. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training HIPAA Privacy Essentials CBT126 Audience All Employees This course presents an overview of HIPAA (the Health Insurance Portability and Accountability Act), outlining the main components and identifying who is covered by the Act. It examines the privacy provisions under HIPAA as they relate to protected health information (PHI). This course helps employees and business associates of covered entities recognize the key provisions of HIPAA, how their organizations are affected by HIPAA, and how the privacy rules impact them.

Please note: This course was developed with subject matter support provided by a private law firm. The course materials and content are for informational purposes only and do not constitute legal advice. Nothing herein, or in the course materials, shall be construed as professional advice as to any particular situation or constitute a legal opinion with respect to compliance with any federal, state, or local laws. Transmission of the information is not intended to create, and receipt does not constitute, an attorney-client relationship. Readers should not act upon this information without seeking professional counsel. The information contained herein is provided only as general information that may or may not reflect the most current legal developments.

Course Cost $35 per participant Delivery Method Computer-Based Training Length 1 hour Initiating Succession Planning CBT165 Audience All Employees An effective succession planning program involves seeking out talent from a broad range of sources, assessing leadership potential, involving others in planning for talent, and using various methods to develop and prepare people for advancement. This course explains the importance of succession planning and building a leadership talent pool from within that motivates employees, increases retention of employees, and fortifies your business against the loss of vital people. It outlines the steps needed to create an effective succession planning program, focusing on the first step of the process, initiating the program. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Internal Customer Service CBT166 Audience All Employees Internal customer service occurs every time you or a colleague requires information or a service from someone else within the company, and the quality of that service often has a huge impact on the overall quality of service delivered to external customers. This course explores who internal customers are, the expectations placed on serving internal customers, and how to treat your coworkers as you would your external customers. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Introduction to Workplace Ethics CBT172 Audience All Employees Employees at every job level have a responsibility to conduct themselves in an ethical manner. This course will prepare you to approach your job with an awareness of the importance of ethics in the work setting and an understanding of what constitutes ethical behavior. You will learn the thinking behind ethical behavior and be able to recognize some of the common myths about business ethics. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Leadership CBT204 Audience Supervisors and above The concepts of organizational leadership are built on a foundation of core business elements. A clear understanding of these elements is key in developing an organization's strategic plan and vision. These core elements include: organizational structure and culture, roles and responsibilities of managers and leaders, change management, motivation and negotiation, and conflict and empowerment. This course explores the concepts of organizational design and leadership challenges. Course Cost $35 per participant Length 2.5 hours Delivery Method Computer-Based Training Leadership Essentials: Building Your Influence as a Leader CBT173 Audience Supervisors and above In this course, you will be guided through numerous methods and strategies for effectively influencing a team to accept your ideas. You'll be introduced to the importance of political awareness and the essential skills involved in using positive politics and avoiding negative politics when persuading others. You'll also have an opportunity to practice methods for influencing effectively and ethically. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Leadership Essentials: Communicating Vision CBT174 Audience Supervisors and above This course provides a general introduction to vision communication, including its nature and its purpose. You will be guided through numerous techniques and methods for a leader to successfully communicate vision, such as personalizing and multiplying a clear message, communicating enthusiasm in an authentic way, and making the organization's vision the employees' own vision. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Leadership Essentials: Leading Change CBT175 Audience Supervisors and above This course provides you with strategies for leading changes within an organization, including effective approaches to introducing and communicating change. It also provides practical strategies for dealing with sources of employee resistance to change, and for removing organizational obstacles to ensure the transition is followed through. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Leadership Essentials: Leading Innovation CBT176 Audience Supervisors and above Building an innovative culture is a responsibility for leaders and employees across organizational hierarchies. This course provides you with an understanding of what an innovative culture is and what qualities a leader needs to best foster innovation. It also provides you with practical techniques for cultivating and leading innovation. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Leadership Essentials: Leading with Emotional Intelligence CBT177 Audience Supervisors and above This course provides you with an understanding of why emotional intelligence abilities are important as a leader. It also provides you with practical, positive techniques for promoting and improving emotional intelligence as a leader within your business environment. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Leadership Essentials: Motivating Employees CBT135 Audience All employees Imagine what your organization would be like if you and your colleagues were not motivated. Motivation is what drives people to accomplish things, whether it be small tasks or large undertakings. Without motivation, things simply would not get done. The ability to create an environment that encourages motivation takes both practice and skill as it's not a quality inherent in most people. As a leader, your capacity for motivating plays a key element in the success of your organization. This course provides you with an understanding of why motivating strategies are important as a leader. It also provides you with practical techniques for encouraging motivation among employees in your organization. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Leading Productive Meetings PER186 Audience Supervisors and above In this course, participants will discuss tools and strategies to assist them with planning and facilitating productive meetings. Supervisors will learn the importance of determining if a meeting is needed, how to plan for and facilitate meetings, and prevent disruptions that can take meetings off track. In addition, this course explores the fundamentals of Robert’s Rules and how to utilize them for effective committee participation. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates March 17, 8:30-12:30

September 20, 1:00-5:00

Leading Teams: Dealing with Conflict CBT124 Audience Supervisors and above Successful teams are characterized by having a clear direction, trust among team members, effective communication, and the ability to quickly resolve conflict. The survival of the team depends on a team leader who can quickly recognize conflict, diagnose its cause, and use strategies to resolve the issue. This course offers participants an understanding about what causes conflicts on a team and the important role of healthy communication in handling conflicts. The principles and strategies presented in this course will provide the skills to keep high-performance teams away from destructive patterns of conflict and on track to achieving their goals. Course Cost $35 per participant Delivery Method Computer-Based Training Length 1 hour

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COURSE DESCRIPTIONS

Leading Teams: Fostering Effective Communication and Collaboration

CBT234

Audience All Employees This course outlines the importance and benefits of promoting team communication and collaboration. It covers techniques for encouraging effective communication by employing a favorable communication style and ensuring the team profits from team meetings. The course also introduces strategies that team leaders should implement to encourage team collaboration, including fostering shared ownership and stressing the team orientation. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Leading Teams: Motivating and Optimizing Performance CBT327 Audience All Employees This course describes ways to optimize team performance and effectiveness through assessments and feedback. It outlines strategies for sustaining high performance, including using coaching to improve team performance and motivating through shared leadership. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Making Effective Presentations PER-10 Audience All employees The goal of this course is to teach participants how to motivate, inspire, or persuade an audience for maximum results. In this course, participants will discover methods for managing presentation anxiety, review various presentation planning tools, and have the opportunity to practice making presentations.

Please note: participants must attend two 4-hour sessions to complete this course. Course Cost $75 per participant Length 8 hours Delivery Method HR Instructor-Led Training Dates June 8, 9:00-3:00

October 4, 9:00-3:00

Management Essentials: Confronting Difficult Employee Behavior CBT212 Audience Supervisors and Above Confronting behavioral problems as they arise can quickly get things back on track and can lead to a more positive work environment for all. This course introduces best practices for confronting your direct reports about their difficult behavior. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Management Essentials: Delegating CBT211 Audience Supervisors and Above This course covers the best practices for planning delegation, including deciding what specific tasks to delegate, and identifying who you should delegate tasks to. Additionally, the course provides techniques for carrying through delegation, including providing your direct report with all the information they require to carry out the task. Finally, the course covers the importance of monitoring delegated tasks, including checking in and getting feedback on the tasks you delegate. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Management Essentials: Directing Others CBT210 Audience Supervisors and above This course provides information on the key proficiencies you require to effectively direct others. Specifically, the steps for setting direction and establishing clear objectives and goals with your direct reports are explored. The importance of organizing, including organizing resources, is discussed. Finally, communicating for clarity and direction, including listening skills, barriers to effective communication, and tips for overcoming communication barriers are covered. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Managerial Skills and Abilities CBT207 Audience Supervisors and above Quality management is an important factor in the success of today's organizations. Leading organizational thinkers have gone to the extent of saying that quality in an organization is determined by the quality of its management. In order to bring quality and excellence to an organization, managers need certain skills, tools, and abilities in all their functions. These skills and abilities relate to their understanding of management principles and theories, key organizational functions, and their mutual interrelationships. This course explores basic principles of management, management theories, styles and tools, and interdependence of functional areas in an organization. It identifies tools and techniques used by the HR, Finance, Risk, and Knowledge management functions in an organization.. Course Cost $35 per participant Length 2.5 hours Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Managing Conflict and Working Relationships Effectively PER182 Audience All employees In this course, participants will explore how to build positive, effective relationships with coworkers at all levels. The purpose of this course is to teach participants a thoughtful, constructive process for handling conflict. Specifically, participants will discover how to create goals for working with others on a professional basis, how to manage conversations toward positive outcomes and ultimately how to build trust with others. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates April 6, 1:00-5:00

November 1, 1:00-5:00

Managing Conflict Using Personality Type PER167 Audience All employees In this course, participants will discover how personality type impacts the ability to manage conflict. The purpose of this course is to assist individuals and teams in achieving a basic understanding of type and its relationship to conflict as well as learning to harness type awareness in conflict management. Incorporating awareness of how the 16 different personality types tend to behave in a conflict situation will help participants better strategize how to approach, communicate during, and resolve conflict situations.

Prerequisite: PER152 Myers Briggs Fundamentals: Understanding and Applying Personality Type Course Cost $75 per participant Length 5.5 hours Delivery Method HR Instructor-Led Training Dates May 5, 9:00-3:00

October 6, 9:00-3:00

Managing High Performers CBT213 Audience Supervisors and above Are you paying enough attention to your high performance employees, the people who really help drive your organization? To assume that they don't need your ongoing support because they seem self-sufficient can be a costly mistake. If you don't give them the attention they need and deserve, they may take their energy elsewhere. The key is to keep them engaged and motivated. This course helps you better understand what motivates high performers so you can use effective techniques to retain them and develop their full potential. It focuses on the importance of giving high performers challenging and meaningful work, autonomy, mentoring opportunities, and appropriate feedback. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Managing Time Effectively PER-17 Audience All employees This course focuses on improving personal productivity. Participants will learn the basics of effective time management and will analyze their own time management habits and then use the information to create a personal action plan for improvement. Topics covered include how to effectively plan, organize and prioritize to increase productivity, reduce stress, and ultimately achieve a more balanced life.

Please Note: if you have taken PER123 Planning and Organizing for Supervisors, you do not need to take this course.

Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates February 16, 1:00-5:00

August 17, 1:00-5:00

Managing Workforce Generations: Introduction to Cross-Generational Employees

CBT185

Audience Supervisors and above The generation in which you grow up is a key influence on your adult behavior, and the different characteristics of each generation can strengthen an organization if properly managed. Understanding people from different generations prepares managers for the challenges of generational diversity and is a crucial first step in creating a positive work environment. This course describes the common characteristics of the four main generations in the workforce – the Traditionals, Baby Boomers, Generation X, and the Millennial Generation. It also introduces the benefits of cross-generational teams. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Managing Workforce Generations: Working with a Multigenerational Team

CBT186

Audience Supervisors and above This course reviews the potential sources of conflict within a generationally diverse team, including differences in approaches to work and communication. It also covers strategies for managing a multigenerational team in a way that ensures your team members – regardless of differences in approach – feel included, respected, and supported. This course also describes how to implement a mentoring program that takes advantage of the varying experiences and perspectives of multiple generations. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Managing Workforce Generations: Working with the 21st Century Generation Mix

CBT187

Audience Supervisors and above Many of the same influences have shaped the lives and work experiences of the newer generations – the Millennials and the Generation Xers. At the same time, however, each generation has its own distinct attitudes, priorities, and work habits. By using strategies that recognize the differences, managers can get the best from each generation. This course describes best practices and successful techniques for managing Millennial and Generation X employees. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Managing Your E-mail CBT184 Audience All Employees This course introduces techniques for managing e-mail effectively. Tips for using folders and filters to organize e-mails for increased efficiency are addressed, and guidelines on what e-mails are OK to immediately delete are also covered. The course also provides direction on how to recover important information should you lose an e-mail. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Mastering Change PER-91 Audience All employees The focus of this course is to provide participants with the skills needed to master personal change more effectively regardless of whether changes are based on work or personal experiences. Participants will gain information and the skills to more effectively manage the stress associated with change. Topics include clarifying change, common reactions to change, overcoming resistance to change, and redefining the situation. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates February 23, 1:00-5:00

November 22, 1:00-5:00

No Cost/Low Cost Ways to Increase Employee Satisfaction PER151 Audience Supervisors and above In this course, learners will discuss the value of employee recognition, identify behaviors of highly productive employees, and analyze ways to foster those behaviors. Participants will learn how to create an individualized approach, overcome barriers, and discuss specific methods to recognize employees. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates March 1, 8:30-12:30

September 14, 1:00-5:00

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COURSE DESCRIPTIONS

One Leadership Style Does Not Fit All: Situational Leadership for Supervisors PER122 Audience Supervisors and above In this course, supervisors will discuss the difference between management and leadership, assess their leadership style and discuss and apply the Situational Leadership Model. Course Cost $40 per participant Length 7 hours Delivery Method HR Instructor-Led Training Dates August 10, 8:30-4:00 Organizational Behavior: Dynamics of a Positive Organizational Culture

CBT209

Audience Supervisors and Above In this course, you'll learn how to foster a positive organizational culture. You'll first learn about the characteristics of a positive workplace culture and the benefits it offers. You'll consider the elements that drive the culture of an organization, such as autonomy and the degree of structure. The course also considers how employees influence the culture and how the culture affects employee behavior. And finally, you'll learn how to apply strategies that can help cultivate a healthy and positive workplace. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Optimizing Your Work/Life Balance: Taking Control of Your Stress CBT188 Audience All Employees This course will explain how the signs and symptoms of stress could be of physiological, behavioral, and psychological nature and where these stresses can come from. This course reviews strategies for coping with stress and avoiding burnout. The course also covers how you can positively change your responses to stress once you are able to recognize how you respond to stressful situations. Relaxation techniques such as breathing and mediation are also covered. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Planning and Organizing for Supervisors PER123 Audience Supervisors and above This course presents supervisors with key concepts and strategies for managing their jobs more effectively. Participants will learn strategies for managing their time, a process for developing and using goals effectively, and for involving employees in the goal-setting process. This course will also cover key concepts and tools for the systematic planning and scheduling of work.

Please note: if you have taken this course, you do not need to take PER-17 Managing Time Effectively. Course Cost $75 per participant Length 6 hours Delivery Method HR Instructor-Led Training Dates May 12, 8:30-3:00

September 27, 8:30-3:00

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COURSE DESCRIPTIONS

Performing with Others under Pressure CBT233 Audience All Employees This course helps you develop skills you need to recognize your personal reaction to pressure and how it impacts your relationships with others. It shows how you can consciously control your interpersonal reactions when under pressure and how to avoid unnecessary tensions. And it details a step-by-step process you can use to stay in control when you're faced with a high-pressure interaction. This all enables you to recognize the importance of professional relationships, and it helps you to stay in control and make the right moves when you're performing with others under pressure. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Personal Productivity Improvement: Managing Tasks and Maximizing Productivity

CBT224

Audience All Employees This course examines task management and 'chunking' and how they can help workloads seem much less overwhelming. It also looks at how to determine which are priority tasks and which are nonessential. And it examines the importance of scheduling and detailing schedule items using a to-do list. Taking time to create a schedule at the start will save you time and energy in the long run. And knowing how to properly use a to-do list can help maximize personal productivity. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Personal Productivity Improvement: Managing Your Workspace CBT222 Audience All Employees This course provides business professionals with the information they need to implement positive changes in their working space. It addresses the overwhelming nature of tackling a space that's piled-high with paper, has a disorganized physical or digital filing system, or is overrun with e-mails. You'll begin the process one small area at a time until they have created a well-functioning, productive workspace. Once this is achieved, you'll also be reminded that workspace management is an ongoing process, rather than an event - that is, improvements must be maintained. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Personal Productivity Improvement: Self-organization and Overcoming Procrastination

CBT223

Audience All Employees This course introduces you to ways of becoming organized to help you accomplish more with the hours you have. It examines the common reasons for procrastination and ways you can overcome them in the workplace. Overcoming the desire to procrastinate can be aided by implementing a strong system of organization. The course presents ways to develop the discipline required to get things done, guidance on setting priorities, as well as approaches to overcommitment. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Preparing for a Difficult Conversation CBT214 Audience Supervisors and Above This course introduces the essentials of difficult conversations, including an explanation of what they are and why they're difficult, how to manage the stress commonly associated with them, and how to prepare for and deal with them. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Preparing for Organizational Change CBT189 Audience All Employees In this course you will learn the importance of being prepared for organizational change when it comes. This course covers essential skills for handling organizational change, including a willingness to take risks, having an openness to the unknown, and being able to manage yourself through change. Finally, this course details the importance and best practices of building self-motivation, which is a key to being prepared for organizational change. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Promoting Optimal Employee Performance for Supervisors PER124 Audience Supervisors and above In this course, supervisors will learn concepts and skills needed to conduct meaningful performance appraisal meetings with employees. Topics include the four phases of the Effective Performance Management Model, the components of effective feedback, and planning and conducting an appraisal meeting.

Please Note: external participants are dismissed prior to the final case study activity which is specific to Oakland County employees.

Course Cost $40 per participant Length 5 hours Delivery Method HR Instructor-Led Training Dates March 16, 8:30-2:00

October 25, 8:30-2:00

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COURSE DESCRIPTIONS

Rebuilding Trust CBT221 Audience All Employees Trust is an important component in any workplace. When colleagues know they can count on each other, morale and productivity levels tend to increase. But what if trust is betrayed? How will this impact your ability to perform your job effectively? This course will provide key insight into the cost of lost trust including its negative impacts on performance, morale, and ultimately the bottom line. How to rebuild trust once it's lost and maintain trust over time will also be addressed. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Redesigning Workflow: Business Process Redesign PER154 Audience All employees Business Process Redesign (BPR) boils a business process down to its essential purpose and then reconstructs it in the most efficient and effective manner possible. BPR can be an essential tool for organizations striving to cut costs and individuals working with limited resources. This class provides background on each of the steps in BPR and enables individuals to evaluate steps in the overall approach and learn to apply appropriate steps to specific situations. Participants will learn how to identify individuals who need to be involved, conduct current process assessment sessions and proposed redesign sessions, prioritize recommendations and present summaries of recommendations for improvement. Course Cost $75 per participant Length 6 hours Delivery Method HR Instructor-Led Training Dates January 20, 8:30-3:00

June 14, 8:30-3:00

Setting and Managing Priorities within the Organization: Deciphering Priorities

CBT217

Audience Supervisors and Above This course helps you set priorities for your departmental team. It begins by explaining the importance of managing priorities appropriately and the dangers of failing to do so. Next, it shows you how to use the Eisenhower principle to rank tasks in terms of importance and urgency. It then walks you through a detailed Pareto technique for deciding how to prioritize among problems in a given scenario and gives you an opportunity to practice this method. Finally, it teaches you some best practice principles for measuring performance on priorities. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

So Now You’re the Supervisor PER177 Audience New Supervisors and above This course is designed to provide new supervisors with the tools needed to succeed in their new role. Topics covered in this course include: strategies for coping with changing expectations, how promotion can affect duties, relationships, and accountability, what behaviors a supervisor should model, and how to give someone feedback they don’t want to hear. Participants will leave this course with a better understanding of what others expect from them and what they can do to meet those expectations. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates January 13, 1:00-5:00

July 28, 1:00-5:00

Solving Problems and Making Effective Decisions PER136 Audience Supervisors and above Participants will learn and apply a systematic problem-solving process to actual work problems. Learning objectives include determining when to involve others in decision making, distinguishing between problem solving and decision making, and writing problem statements. Additional topics include generating ideas, evaluating options, action planning and communication. Course Cost $75 per participant Length 6 hours Delivery Method HR Instructor-Led Training Dates February 11, 8:30-3:00

June22, 8:30-3:00

Taking Action for Performing under Pressure CBT232 Audience All Employees This course sets out some principles to help you avoid the dangers of overconfidence and overthinking, which can impair your performance when under pressure. It then teaches a technique for clarifying your perceptions in such situations and creating an action plan to optimize your performance under pressure. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Taking Charge of Stress PER165 Audience All employees This course will help participants gain understanding of the basic theories of stress; the physiology of stress; the relationship of mind and body in stress management; cognitive reappraisal of daily life stressors, and techniques to deal with and reduce the negative effects of stress. Participants will have opportunities to experience a variety of stress-reduction and relaxation techniques including breathing exercises, and basic meditation. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates July 6, 1:00-5:00

December 14, 1:00-5:00

Team Dynamics CBT205 Audience All Employees Effective development of teams improves the organization's quality and productivity. Team development encompasses team establishment, assignment of roles and responsibilities, and performance evaluation. Dynamic team goals and objectives must align with the organization's vision and mission. This course explores team building and team dynamics. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training The Value of Peer Relationships CBT192 Audience All Employees The bond between peers is the most basic relationship element in any organization, and it can stunt efforts for success or stimulate efforts that flourish. The unique character of each relationship in an organization may influence the entire group. This course examines the benefits of positive peer relationships. It also explores how individuals can cultivate peer relationships that can make an organization more collaborative and competitive. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Understanding Personality Type in the Workplace PER152 Audience All employees In this course, participants will assess personality preferences using the Myers-Briggs Type Indicator and use the concept of type as a framework for enhancing and understanding interpersonal relationships at work. This course will help participants to enhance self-awareness, increase understanding of others, and develop flexibility in working with others -- particularly those whose personalities appear different from their own. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates April 26, 1:00-5:00

September 7, 1:00-5:00

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COURSE DESCRIPTIONS

Understanding Organizational Change CBT195 Audience All Employees A clear understanding of what organizational change is, and what to expect when dealing with it, can shorten the period of adjustment so you can get back on track sooner. This course provides a basic understanding of what is meant by organizational change and typical events that can trigger organizational change. It also outlines the three specific types of organizational change. Finally, the course details common reactions to organizational change, and the stages you can expect to go through when dealing with organizational change. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Using Feedback to Improve Team Performance CBT326 Audience All Employees In this course, you'll learn how to deliver feedback to other members of your team using a direct, honest, and assertive style that strives to eliminate uncertainty. You'll also learn techniques to help you receive and process feedback provided by other team members. Mastering this feedback loop provides an opportunity to grow as an individual, as well as improve team performance as a whole. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training Valuing Generational Differences in Your Team PER190 Audience All Employees This course explores the ways that generational differences can be used to make teams more effective. Participants will define “team”, identify the different generations within their work environment, understand the benefits of working in a multi-generational environment and practice skills for working with various dimensions of difference. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates January 26, 1:00-5:00

June 2, 8:30-12:30

Working for Your Inner Boss: Personal Accountability CBT198 Audience All Employees Accepting personal accountability for your work means your inner boss sets demanding standards and that you're willing to commit to meeting those standards and answer for the results of your work. Learn how to listen to your own inner boss, how to identify your internal standards, how to create a plan to meet those standards, and how to apply your inner boss's guidance to gain more control over your work, your goals, and your future. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Working Toward Effective Solutions: Dealing with Conflict PER127 Audience Supervisors and above Handling employee conflict can be one of the most difficult aspects of being a supervisor. The goal of this course is to assist supervisors in effectively dealing with the difficult situations they may face in the course of their jobs. Participants will discover their individual modes for dealing with conflict and discuss the use of different modes for addressing various conflict scenarios effectively. Course Cost $40 per participant Length 4 hours Delivery Method HR Instructor-Led Training Dates January 28, 1:00-5:00

August 31, 8:30-12:30

Working with Difficult People: How to Work with Aggressive People CBT199 Audience All Employees Aggressive people are arguably the most difficult type of people to work with. Hostile-aggressives are openly pushy and can easily intimidate people; passive-aggressives work behind the scenes with hidden agendas. This course will review the more common behaviors of hostile-aggressive and passive-aggressive people and provide some effective strategies you can use in coping with an aggressor's behavior. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Working with Difficult People: How to Work with Negative People CBT200 Audience All Employees Negative people contribute to an unproductive work environment and tend to make the people around them feel negative as well. To limit the adverse impact negative people can have in the workplace, you need a set of tools and techniques at your disposal suited to the particular type of negative person you may be dealing with. This course delves into the characteristics of some common types of negative people you may encounter within the workplace, and it also discusses strategies you may use to help you deal with their behavior. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

Working with Difficult People: Identifying Difficult People CBT201 Audience All Employees Dealing with difficult people can lead to feelings of frustration or even intimidation. If you know the right techniques, though, dealing with even the most difficult person is possible. In order to deal with difficult people, first you need to know what kind of difficult person you're dealing with so you can use the right technique for the right 'difficult' type. This course will provide you with methods to help you recognize the characteristics of some of the most common types of difficult people, better understand their motivations, and begin to deal with them more effectively. Course Cost $35 per participant Length 1 hour Delivery Method Computer-Based Training

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COURSE DESCRIPTIONS

Write On! Effective E-mail, Letters, and Reports PER188 Audience All employees This course will help writers express themselves clearly, consider the tone, legal consequences, and read reaction carefully, overcome writer's block efficiently, and organize ideas effectively. Participants are provided with extensive practice materials as well as handouts to be used for reference. Effective writing principles are presented clearly and simply in a relaxed atmosphere where questions are encouraged. Course Cost $75 per participant Length 6.5 hours Delivery Method HR Instructor-Led Training Dates May 25, 8:30-3:30

November 15, 8:30-3:30

Write On! Grammar and Punctuation Made Easy PER187 Audience All employees This course helps ensure that grammar and punctuation in business correspondence project the professional appearance that business letters, memos, and reports require. Participants are provided with extensive practice materials as well as handouts to be used for reference. Grammar and punctuation guidelines are presented clearly and simply in a relaxed atmosphere where questions are encouraged. Course Cost $75 per participant Length 6.5 hours Delivery Method HR Instructor-Led Training Dates June 15, 8:30-3:30

December 13, 8:30-3:30

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2016 COURSE SCHEDULE

*As of 1/7/16 Please note that you must pre-register to attend these courses. Your enrollment is NOT confirmed until you receive an e-mail confirmation from HR Training & Development.

January

1/5/16 PER172 Exploring Diversity and Individual Differences

8:30 a.m. – 3:30 p.m. $75

1/7/16 PER121 Government Ethics for Supervisors 8:30 a.m. – 12:30 p.m. $40 1/13/16 PER177 So Now You’re the Supervisor 1:00 p.m. – 5:00 p.m. $40 1/20/16 PER154 Redesigning Workflow: Business Process

Redesign 8:30 a.m. – 3:00 p.m. $75

1/26/16 PER190 Valuing Generational Differences in Your Team

1:00 p.m. – 5:00 p.m. $40

1/28/16 PER127 Working Toward Effective Solutions: Dealing with Conflict

1:00 p.m. – 5:00 p.m. $40

February

2/2/16 PER122 One Leadership Style Does Not Fit All: Situational Leadership for Supervisors

8:30 a.m. – 12:30 p.m. $40

2/11/16 PER136 Solving Problems and Making Effective Decisions

8:30 a.m. – 3:00 p.m. $75

2/16/16 PER-17 Managing Time Effectively 1:00 p.m. – 5:00 p.m. $40 2/23/16 PER 91 Mastering Change 1:00 p.m. – 5:00 p.m.. $40

March

3/1/16 PER151 No Cost/Low Cost Ways to Increase Employee Satisfaction

8:30 a.m. – 12:30 p.m. $40

3/2/16 PER166 Compassion Fatigue: The Cost of Caring 1:00 p.m. – 5:00 p.m. $40 3/16/16 PER124 Promoting Optimal Employee

Performance for Supervisors 8:30 a.m. – 2:00 p.m. $75

3/17/16 PER186 Leading Productive Meetings 8:30 a.m. – 12:30 p.m. $40 3/23/16 PER169 Effectively Leading Change Initiatives 1:00 p.m. – 5:00 p.m. $40 3/24/16 PER120 Effective Communication Skills for

Supervisors 8:30 a.m. – 12:30 p.m. $40

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2016 COURSE SCHEDULE April

4/6/16 PER182 Managing Conflict and Working Relationships Effectively

1:00 p.m. – 5:00 p.m. $40

4/7/16 PER115 Assisting the Difficult Client 1:00 p.m. – 5:00 p.m. $40 4/12/16 PER172 Exploring Diversity and Individual

Differences 8:30 a.m. – 3:30 p.m. $75

4/26/15 PER152 Understanding Personality Type in the Workplace

1:00 p.m. – 5:00 p.m. $40

May

5/3/16 PER191 Customer Service Excellence for Diverse Populations

8:30 a.m. – 12:30 p.m. $40

5/3/16 PER111 Effective Communication Skills 1:00 p.m. – 5:00 p.m. $40 5/5/16 PER167 Managing Conflict Using Personality Type

*Prerequisite Required 9:00 a.m. – 3:00 p.m. $75

5/12/16 PER123 Planning and Organizing for Supervisors 8:30 a.m. – 3:00 p.m. $75 5/25/16 PER188 Write On! Effective Email, Letters and

Reports 8:30 a.m. – 3:30 p.m. $75

June

6/2/16 PER190 Valuing Generational Differences in Your Team

8:30 a.m. – 12:30 p.m. $40

6/8/16 PER-10 Making Effective Presentations 9:00 a.m. – 3:00 p.m. $75 6/14/16 PER154 Redesigning Workflow: Business Process

Redesign 8:30 a.m. – 3:00 p.m. $75

6/15/16 PER187 Write On! Grammar and Punctuation Made Easy

8:30 a.m. – 3:00 p.m. $75

6/22/16 PER136 Solving Problems and Making Effective Decisions

8:30 a.m. – 3:00 p.m. $75

July

7/6/16 PER165 Taking Charge of Stress 1:00 p.m. – 5:00 p.m. $40 7/12/16 PER121 Government Ethics for Supervisors 8:30 a.m. – 12:30 p.m. $40 7/14/16 PER172 Exploring Diversity and Individual

Differences 8:30 a.m. – 3:30 p.m. $75

7/18/16 PER194 Challenging Conversations 8:30 a.m. – 12:30 p.m. $40 7/28/16 PER177 So Now You’re the Supervisor 1:00 p.m. – 5:00 p.m. $40

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2016 COURSE SCHEDULE August

8/9/16 PER166 Compassion Fatigue: The Cost of Caring 1:00 p.m. – 5:00 p.m. $40 8/10/16 PER122 One Leadership Style Does Not Fit All:

Situational Leadership for Supervisors 8:30 a.m. – 4:00 p.m. $40

8/17/16 PER-17 Managing Time Effectively 1:00 p.m. – 5:00 p.m. $40 8/22/16 PER195 Goal Setting for Supervisors 8:30 a.m. – 12:30 p.m. $40 8/31/16 PER127 Working Toward Effective Solutions: Dealing

with Conflict 8:30 a.m. – 12:30 p.m. $40

September

9/1/16 PER169 Effectively Leading Change Initiatives 1:00 p.m. – 5:00 p.m. $40 9/7/16 PER152 Understanding Personality Type in the

Workplace 1:00 p.m. – 5:00 p.m. $40

9/8/16 PER120 Effective Communication Skills for Supervisors

8:30 a.m. – 12:30 p.m. $40

9/14/16 PER151 No Cost/Low Cost Ways to Increase Employee Satisfaction

1:00 p.m. – 5:00 p.m. $40

9/20/16 PER186 Leading Productive Meetings 1:00 p.m. – 5:00 p.m. $40 9/22/16 PER194 Challenging Conversations 8:30 a.m. – 12:30 p.m. $40 9/27/16 PER123 Planning and Organizing for Supervisors 8:30 a.m. – 3:00 p.m. $75

October

10/4/16 PER-10 Making Effective Presentations 9:00 a.m. – 3:00 p.m. $75 10/5/16 PER172 Exploring Diversity and Individual Differences 8:30 a.m. – 3:30 p.m. $75 10/6/16 PER167 Managing Conflict Using Personality Type

*Prerequisite Required 9:00 a.m. – 3:00 p.m. $75

10/13/16 PER115 Assisting the Difficult Client 8:30 a.m. – 12:30 p.m. $40 10/25/16 PER124 Promoting Optimal Employee Performance

for Supervisors 8:30 a.m. – 2:00 p.m. $75

November

11/1/16 PER182 Managing Conflict and Working Relationships Effectively

1:00 p.m. – 5:00 p.m. $40

11/3/16 PER111 Effective Communication Skills 8:30 a.m. – 12:30 p.m. $40 11/15/16 PER188 Write On! Effective Email, Letters and

Reports 8:30 a.m. – 3:30 p.m. $75

11/22/16 PER 91 Mastering Change 1:00 p.m. – 5:00 p.m. $40

December

12/1/16 PER191 Customer Service Excellence for Diverse Populations

1:00 p.m. – 5:00 p.m. $40

12/13/16 PER187 Write On! Grammar and Punctuation Made Easy

8:30 a.m. – 3:30 p.m. $75

12/14/16 PER165 Taking Charge of Stress 1:00 p.m. – 5:00 p.m. $40

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EXECUTIVE OFFICE BUILDING MAP

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REGISTRATION INFORMATION

How to Register for Training A one-time Organization Billing Registration must be received prior to individual course enrollment requests. How to Register for Instructor-Led Training Once an organization has provided authorization for payment of courses, individual employees may submit an Instructor-Led Course Registration Form to enroll in training. Organizations or individuals may register by completing HR Training forms found online at http://www.oakgov.com/hr/hrtrain and faxing them to HR Training at 248-858-5526. If you have any questions about the registration process, please contact Melva Allen at allenmc@oakgov.com or 248-858-0018. Registration Approval It is the responsibility of the requestor to discuss training registration dates and costs with their supervisor prior to forwarding the registration information to Oakland County HR Training. Oakland County HR Training is unable to confirm authorization for payment of each course session requested and will rely on the information provided on the Organization Billing Registration for payment authorization of all individual Instructor-Led Course Registration Forms. Confirmation Information Submission of the Instructor-Led Course Registration Form does not guarantee a reserved space in the class session requested. Participants are registered on a first come, first serve basis. If space is available in the requested session, HR Training will send the requestor an e-mail to confirm the registration at least three weeks prior to the course date. Course confirmations are sent to registered participants via email at least three weeks prior to course dates. Please notify HR Training as soon as possible if you are unable to attend a course for which you are registered in order to avoid being charged for sessions. Reporting Information A status report of individual training completions accompanies each monthly invoice. Organizations can request status reports of training completions if needed by contacting hrtraining@oakgov.com or 248-452-9945.

Sign up to receive our Monthly Training Opportunities updates! Subscribe to Oakland County HR Training course offerings and have training updates sent

directly to your e-mail inbox. To subscribe, click on our website at http://www.oakgov.com/hr/hrtrain.

-

Please return completed form to Oakland County HR Training and Development 2100 Pontiac Lake Road, Bldg. 41W

Waterford, MI 48328-0440Telephone: 248-452-9945

Fax: 248-858-5526

Oakland County Human Resources Training And Development Organizational Billing Registration

Thank you for your interest in Oakland County Human Resources training courses. In order for employees of your organization to individually enroll in course sessions, the following information must be on file with our Fiscal Services division.

Please provide authorization for payment information as indicated below. This form will serve as a one-time authorization and will be used for all employees within your organization. It is your responsibility to discuss training requests with individual employees prior to sending Classroom-based Course Registration Forms to Oakland County Human Resources. We are unable to confirm authorization for payment of each course session prior to individual enrollment.

City Village Township Other(specify):_______________________

Organization Name: ____________________________________________________________

Billing Contact Name:___________________________________________________________

Billing Department/Division:______________________________________________________

Billing Address:_________________________________________________________________

City:________________________________________State:______________Zip:____________

Phone Number:________________________

Fax Number:___________________________

E-Mail:________________________________

Payment Authorized By (print name):_______________________________________________

Authorizing Signature:____________________________________________Date: __________

We will keep your authorization for payment on file. If you wish to cancel authorization for payment of training, please contact Oakland County HR Training and Development, attn: Mevla Allen in writing to the address listed below or through email to allenmc@oakgov.com. We will work with you to cancel individuals enrolled in future sessions once your request is received.

Full Name: ___________________________________________________ Employee ID: _____________________

Job Title of Employee: ____________________________________________________________________________

Department/Organization: ________________________________________________________________________

Indicate your employment: Oakland County City Village Township

Does employee supervise others: Yes No

Telephone: (______) __________________________ Email: ____________________________________________

Shaded items are for City, Village and Township (CVT) Participants only.

Course Number

Course Name Instructor-

Led Training

Computer Based

Training (CBT)

Course Date (CBT Expected

Completion Date)

*CourseCost

(CVT Only)

Example: PER111 Effective Communication Skills 9/1/15 $75

*Instructor-led and computer based training courses are available to Oakland County employees at no cost to individualemployees or departments.

It is your responsibility to request your supervisor’s approval before enrollment and inform your supervisor of confirmed class registration and date(s) you will be attending training.

Check with your organization’s contact person prior to registering for courses to ensure that Oakland County has received billing information and authorization for payment in order for you to be enrolled in courses. Billing Registration for CVTs: www.oakgov.com/hr/hrtrain/Documents/billing_registration_form_fillin.pdf

I have read and agree to the course cancellation policy: www.oakgov.com/hr/hrtrain/documents/cancellation_procedures.pdf

Return completed registration forms to hrtraining@oakgov.com or fax to 248-858-5526. Questions? Call 248-452-9945

Supervisor’s Signature: _________________________________________________ Date: _______________________

HR Training and Development Course Registration Form

This form is used to request enrollment in training courses. Submission of this form does not guarantee a reserved seat in the class session requested. Your enrollment is considered confirmed upon receipt of an email confirmation from the Training & Development Unit.

Human Resources Training and Development Computer-Based Training User License Request Form

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This form is used to request an individual annual user license for Computer-Based Training courses. Check with your organization’s contact person prior to requesting a license to ensure Oakland County has received billing information and authorization for payment. Name (First): (Last): Phone Number: ( ) E-Mail: Organization: Address: License Provisions The organization must purchase an annual user license for each employee wishing to register for CBT courses: • A purchased license is for the sole use of the registered user and shall not be shared with others • Course learning is intended for the registered user only and shall not be used for group or classroom learning • The user license term begins the date it is activated by HR Training and ends one year from that date Price Structure The organization will pay Oakland County the license and course fees as detailed below:

Service Fee Annual license issuance fee Free Individual course registration fee* $35.00 *The organization will be charged a fee of $35.00 for each course started. Important Notes • Prior to requesting a user license and starting a course, you must inform your supervisor of your request for

training and the cost per course you would like to take. • The CBT Program is web-based. Once the request form is received, log-in credentials will be issued and sent

via U.S. mail to the requesting employee. This information will be accompanied by other helpful material to assist the new user.

Supervisor’s Signature: Date:

Please return completed form to Oakland County HR Training & Development

2100 Pontiac Lake Road, Bldg. 41W Waterford, MI 48328-0440

Telephone: 248-452-9945 Fax: 248-858-5526 For HR Training Use Only User License Start Date: _________________ End Date: ____________________

City Village Township

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HOSTING A SESSION

Many of the municipalities participating in the HR Training program would like to have multiple staff members attend training at their location. If you are interested in hosting a training session at your location, we will work with you to offer a course session at existing participant rates. Host Responsibilities A municipality choosing to host a training session will:

1. Choose a course from our existing list of Instructor-Led training options. 2. Choose a date dependent on availability of the facilitator from Oakland County. 3. Commit to the cost of a minimum of 10 participants in a course session at the individual

course rate. 4. Provide a facility space with capacity for 16-20 participants. 5. Provide TV/Video if needed (this only applies to certain courses).

Oakland County HR Training Responsibilities Oakland County HR Training will:

1. Advertise the course date, time, and location that the host chooses in our Monthly Training Opportunities to both internal and external municipality clients.

2. Track participant enrollment, complete confirmation process and track attendance. 3. Assign a facilitator to the date, time, and location that the host chooses. 4. Bring laptop and projector capability to the facility on the day of training (projector

setup is not required of the host). 5. Provide all participant materials including participant guides, handouts, certificates of

completion, etc. on the day of training. If you are interested in hosting a training session at your location, please contact Melva Allen at 248-858-0018 or by e-mail at allenmc@oakgov.com.

Course Number

Course Name -Number of

Participants Requested Training Date

Course LocationName of Organization and

Address

Oakland County Human Resources Training and Development Training Host Agreement

Thank you for your interest in hosting an Oakland County Human Resources training course. Please note your organization must ensure Oakland County has received billing information and authorization for payment to provide on-site training. Course registration forms are also required prior to the training for employees wishing to attend.

Please provide hosting agreement information as indicated below.

City Village Township Other(Specify):__________________

Organization:___________________________________________________________________

Contact Name:__________________________________________________________________

Contact Phone:______________________ Contact Email Address:________________________

Address:_______________________________________________________________________Authorizing Signature:________________________________________ Date:_______________

Indicate Course(s) your organization wish to host:

Host Responsibilities:1.Choose a course from our existing list of classroom-based training options.2.Choose a date dependent on availability of the facilitator from Oakland County.3.Commit to the cost of a minimum of 10 participants in a course session at the individual course rate.4.Submit a Course Registration Form for all participants to Oakland County HR Training prior to the session.5.Provide a facility space with capacity for 16-20 participants.6.Provide TV/Video if needed (this only applies to certain courses).

Oakland County HR Training Responsibilities:1.Advertise the course date, time, and location that the host chooses in our Monthly Training Opportunities to both internal andexternal municipality clients. 2.Track participant enrollment, complete confirmation process and track attendance.3.Assign a facilitator to the date, time, and location that the host chooses.4.Bring laptop and projector capability to the facility on the day of training (projector setup is not required of the host).5.Provide all participant materials including participant guides, handouts, certificates of completion, etc. on the day of training.

If you have questions about hosting a training session at your location, please contact Melva Allen at allenmc@oakgov.com or 248-858-0018.

Please return completed form to Oakland County HR Training & Development2100 Pontiac Lake Road, Bldg. 41W

Waterford, MI 48328-0440Telephone: 248-452-9945 Fax: 248-858-5526

PER111 Effective Communication Skills 12 12-1-2015 Oakland County Human Resources2100 Pontiac Lake Rd., Waterford, MI

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CANCELLATION POLICY AND PROCEDURE

Policy Statement Oakland County Human Resources will bill organizations when individuals are enrolled and confirmed in a class. If an individual cancels enrollment prior to 2 weeks before the course date, the organization will not incur any course cost. If an individual cancels enrollment within 2 weeks of a course date, the organization will be billed and a one-time offer for a course make up will be made available through one of the following options:

1. Individual will be authorized to attend the next available session of the course. 2. Organization may send a new representative to the current session. 3. Organization may send a new representative to the next available session of the course.

Enrollment Status

1. If an individual cancels enrollment prior to 2 weeks before the course date, the individual will be dropped from the session and the organization will not incur any course costs.

2. If an individual cancels enrollment less than 2 weeks before the course date, the

organization will be billed and the individual will be coded cancel in the current session and automatically enrolled as authorized in the next available session of the course. The organization will not be billed for the individual to attend the next available session. This is a one-time makeup opportunity.

OR

If an individual cancels less than 2 weeks before the course date, the organization will be billed and the individual will be coded cancel in the current session, but the organization may enroll a new representative in the current session or the next available session of the course as authorized. An Instructor-Led Course Registration Form with updated contact information and authorization is required from the organization to enroll the new representative in the course. The organization will not be billed for the individual to attend the current or next available session.

If an individual cancels less than 2 weeks before the course date, and another representative from the organization cannot be identified, then the organization will be billed and the individual will be coded cancel in the current session and automatically enrolled as authorized in the next available session of the course. If the organization identifies another representative to attend the current session, an Instructor-Led Course Registration Form with updated contact information and authorization is required from the organization to enroll the new representative in the course. The original individual who registered for the course will be dropped from the next available session and the new representative will be enrolled in the current session of the course

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CANCELLATION POLICY AND PROCEDURE

as authorized. The organization will be billed for the employee who is marked cancel and not the new representative who will be marked authorized to attend the current session.

3. If an individual does not cancel and does not notify Oakland County HR Training prior to

the course date, the individual will be coded no show and the organization will be billed. No makeup opportunity will be awarded in the event of a no show. Exceptions to billing for no shows will be handled on an individual basis by contacting Melva Allen at allenmc@oakgov.com or 248-858-0018 within 2 business days after the missed course date.

4. In the event that Oakland County Human Resources Training and Development cancels a

course session, individuals enrolled in the course will be marked Canceled and enrolled in the next available session of the course.

Billing Procedure The detail attached to monthly invoices will include one of 6 possible statuses. The statuses which the organization is being billed for will be listed at the top:

• Completed • No Show • Cancel

Additionally, the following statuses may appear in a separate section at the bottom of the report as applicable:

• Dropped – no charge • Authorized – previously paid • Canceled – no charge

If an exception is made for a No Show with extenuating circumstances, then the individual will be marked Cancel and will be enrolled in the next available session of the course as Authorized.

Oakland County Human Resources Training & Development Unit

Enhancing employee effectiveness through the competencies that are critical to successful job and organizational performance.