oakland county, michigan | oakland county, michigan ... catalog...safeguards that business...

www.oakgov.com/hrtrain | 1

http://www.oakgov.com/hrtrain

2 | Oakland County Employment & Training

Oakland County Human Resources Employee

Training & Development Unit:

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


INTRODUCTION

MISSION AND OBJECTIVES The Oakland County Human Resources Employee Training & Development Unit’s mission is to enhance

employee effectiveness by identifying and improving organizational and individual competencies. We partner with departments to fully understand their performance needs and offer our training and

assessment solutions to facilitate the achievement of objectives.

Based on our mission, we strive to accomplish the following goals:

• Enhance employee effectiveness across the as measured by improved performance, heightened

morale, and reduced cost.

• Using the established competency models, analyze data about departmental training and

assessment needs into a strategy designed to minimize or eliminate critical performance gaps

across the.

• Develop and implement training and assessment programs that constitute the best fit with overall

needs.

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.

CUSTOMIZED DEPARTMENT SPECIFIC DEVELOPMENT 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.



HUMAN RESOURCES EMPLOYEE TRAINING & DEVELOPMENT UNIT

GENERAL INFORMATION The Training and Development Unit’s goal is to provide you with opportunities to increase your skills and

talents by way of professional development and training. We know that the courses contained in this catalog will allow you and your team to function better interpersonally and become more proficient at

tasks that are a part of your job. Oakland County is here to assist your organization to invest in your

development; we offer a number of courses both instructor-led and computer-based to provide a better learning environment, whether collaborating and sharing ideas in a classroom, or learning at the privacy

and comfort of your desk.

I’d encourage you to read through this catalog carefully and consider the ways your team can take advantage of the Employee Development opportunities we offer. It is our goal by providing these

courses that your organization can assist in developing employees who are engaged, productive and fully

equipped to provide the community with excellent services every day. We hope you and your team take advantage of the development opportunities and resources that are detailed in this catalog during the

upcoming year.

We wish you well in your endeavors to achieve excellence!

Melva Allen,

Supervisor, HR Employee Training & Development

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: [email protected]

Website: http://www.oakgov.com/hrtrain

COURSE COSTS Oakland County is proud to provide quality training at a lower rate than you would find from other

national training organizations. Our highly trained facilitators are well versed in the competencies and subject matter presented in this catalog. The cost for training offered from other organizations for

general employee development typically ranges from $99 - $199 for a full-day session and starting at $249 for supervisory development course topics.

Our rates are as follows:

• Half-day sessions $40 (unless otherwise noted)

• Full-day sessions $75 (unless otherwise noted)

• Computer-Based training $35 per license (see pg. 33)

The actual cost for each instructor-led course is located on the calendar in the back of this catalog.

We frequently add to our offerings, so bookmark our site and check back regularly.

mailto:[email protected]



TABLE OF CONTENTS We pride ourselves on the wide variety of learning and development opportunities we offer to all CVT employees, computer-based training, and traditional instructor-led training. You can find detailed information on all of these learning opportunities in this catalog using the Table

of Contents below.

INTRODUCTION __________________________________________________________________________ 3

HUMAN RESOURCES EMPLOYEE TRAINING & DEVELOPMENT UNIT _________________________________ 4

TABLE OF CONTENTS ______________________________________________________________________ 5

GENERAL EMPLOYEES COURSES BY COMPETENCY DOMAINS ______________________________________ 6

HIPAA COMPLIANCY TRAINING ______________________________________________________________ 7

INTERPERSONAL SKILLS FOR GENERAL EMPLOYEES ______________________________________________ 8

COLLABORATION SKILLS ___________________________________________________________________ 10

SELF MANAGEMENT SKILLS ________________________________________________________________ 14

SUPERVISORY COURSES BY COMPETENCY DOMAINS ___________________________________________ 18

INTERPERSONAL SKILLS FOR SUPERVISORS ___________________________________________________ 19

LEADERSHIP SKILLS _______________________________________________________________________ 20

MANAGERIAL / SUPERVISORY SKILLS ________________________________________________________ 23

SUGGESTED SUPERVISORY TRACK ___________________________________________________________ 26

SUGGESTED LEADERSHIP DEVELOPMENT TRACK _______________________________________________ 27

HOSTING A SESSION Customized Training Sessions _____________________________________________ 28

TRAINING HOST AGREEMENT ______________________________________________________________ 29

CANCELLATION POLICY AND PROCEDURE _____________________________________________________ 30

COMPUTER-BASED TRAINING ______________________________________________________________ 32

COMPUTER-BASED TRAINING _____________________________________________________________________ 33

Computer-Based Training Frequently Asked Questions ________________________________________________ 34

2019 COURSE SCHEDULE FOR EXTERNAL CUSTOMERS ___________________________________________ 35

HOW TO REGISTER _______________________________________________________________________ 38

COURSES IN ALPHABETICAL ORDER/PAGE NUMBER ____________________________________________ 39

KEYWORDS / PAGE NUMBER _______________________________________________________________ 42

HR TRAINING COURSE REGISTRATION FORM __________________________________________________ 43

CBT USER LICENSE REQUEST FORM __________________________________________________________ 44

ORGANIZATION BILLING REGISTRATION FORM ________________________________________________ 45

COMPETENCY MODEL OVERVIEW ___________________________________________________________ 47

GENERAL EMPLOYEE COMPETENCY MODEL _________________________________________________________ 48

SUPERVISORY COMPETENCY MODEL _______________________________________________________________ 49



GENERAL EMPLOYEES COURSES BY COMPETENCY DOMAINS

To learn more about the Competency Model and what it entails, view pages 54-56. Additional information is available for print on the Telegraph under Training & Development. These courses are housed under the primary skill domain on the

following pages.

Pag

e N

um

be

r

Co

urs

e N

um

be

r

Co

urs

e S

kills

oft

Co

mp

ete

ncy

Inte

rpe

rso

nal

Bu

ildin

g P

osi

tive

Wo

rkin

g

Rel

atio

nsh

ips

Bu

ildin

g Tr

ust

Co

mm

un

icat

ion

Ski

lls

Co

llab

ora

tio

n

Wo

rkin

g To

geth

er a

s a

Team

Cu

sto

mer

Ser

vice

Ski

lls

Par

tner

ing

wit

h S

up

ervi

sor

Self

-Man

agem

en

t

Qu

alit

y Fo

cus

Ad

apta

bili

ty

Dec

isio

n M

akin

g

Pla

nn

ing

and

Org

aniz

ing

Co

nti

nu

ou

s Le

arn

ing

Pro

fess

ion

al K

no

wle

dge

/ Ex

per

tise

INSTRUCTOR-LED Courses for General Employees

Assisting the Difficult Client 10

PER115 4

hrs

X X X X

Compassion Fatigue: The Cost of Caring

8 PER166

4 hrs

X

Customer Service Excellence for Diverse Populations

10 PER191

4 hrs

X X X X X X

Effective Communication Skills

8 PER111 4 hrs

X X X X X

Emotional Intelligence In The Workplace

8 PER202 4hrs X X X X X X X

Exploring Diversity and Individual Differences

8 PER172 6.5 hrs

X X X

Making Effective Presentations

9 PER-10 8 hrs

X X X

Managing Conflict and Working Relationships Effectively

9 PER182 4 hrs

X X X

Managing Conflict Using Personality Type

9 PER167 5.5 hrs

X X X

Managing Time Effectively 15 PER-17 4

hrs

X

Mastering Change 16 PER-91 4

hrs

X X

Lean Business Thinking 16 PER204

X X

Taking Charge of Stress 17 PER165 4

hrs

X

Understanding Personality Type in the Workplace

9 PER152 4 hrs

X X X X

Valuing Generational Differences in Your Team

9 PER190 4 hrs

X X X X X X

Write On! Effective E-mail, Letters, and Reports

17 PER198 6.5 hrs

X X

Write On! Grammar and Punctuation Made Easy

17 PER187 6.5 hrs

X X


HIPAA COMPLIANCY TRAINING

HIPAA PRIVACY ESSENTIALS: CBT126, $35

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. Skillsoft: 1 hour

HIPAA FOR NON-MEDICAL EMPLOYERS: CBT247, $35

Many organizations that fit the description of non-medical employers have employees, who by nature of their roles in Human Resources or benefits or health plan administration, have access to the personal and private health information of other employees. These organizations are legally obligated to protect this information as described by HIPAA's Privacy Rule. This course focuses on helping these employees learn how to identify protected health information (PHI), how to appropriately use, disclose or request PHI, and the importance of following their employer's internal privacy policies and procedures for handling the PHI they come into contact with as they do their job. Skillsoft: 24 minutes

HIPAA - SECURITY RULE FOR COVERED ENTITIES: CBT248, $35

This course provides employees of covered entitles with an overview of the security obligations that apply to their use of electronic protected health information (e-PHI). It explains the different kinds of safeguards that covered entities are required to put in place and explores best practices for preventing loss, theft, or unauthorized disclosure of e-PHI. Skillsoft: 30 minutes

HIPAA - SECURITY RULE FOR BUSINESS ASSOCIATES: CBT249 , $35

This course provides employees of business associates (as defined by HIPAA) with an overview of the security obligations that apply to their organizations with respect to electronically stored and transmitted PHI. It explains the importance of compliance, the different kinds of safeguards that business associates are required to put in place, and the role of individual employees in preventing breaches. Employees are advised on best practices to reduce risks to e-PHI, including how to achieve better security when e-mailing, browsing the web, or remotely accessing e-PHI. Skillsoft: 30 minutes

HIPAA - PRIVACY RULE FOR COVERED ENTITIES: CBT250, $35

The information that a health care provider collects and uses to provide patient care is confidential and often sensitive. Because of the sensitive nature of medical records and other personally identifiable information, patients trust their health care provider to safeguard their information and use it appropriately. Employees of organizations that are considered 'covered entities' under HIPAA work with patients and their confidential information on a daily basis and are required to follow the HIPAA Privacy Rule as well as their employer's internal privacy policies. In this course, you will learn how to identify protected health information, how to appropriately use and disclose PHI, and how to implement best practices for safeguarding the information you work with every day. Skillsoft: 30 minutes

HIPAA – PRIVACY RULE FOR BUSINESS ASSOCIATES: CBT251, $35

The confidentiality of personal health information is closely safeguarded by HIPAA's Privacy Rule. All employees that regularly work with protected health information must understand the Rule's requirements for properly handling it. This course will explore the basic principles of

the Privacy Rule and offer some best practices for protecting information and avoiding violations. The information contained in this course reflects the most recent updates to HIPAA as outlined in the Final Omnibus Rule of 2013. Skillsoft: 30 minutes

Please Note: These courses were developed with subject matter support provided by a private law firm. These 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



INTERPERSONAL SKILLS FOR GENERAL EMPLOYEES

HR Employee Training & Development offers a variety of classes and programs designed to enhance employee effectiveness. On the following pages you will find detailed course descriptions for all of our course offerings. All instructor-led course sessions are held in the Executive Office Building Conference Center, located at 2100 Pontiac Lake road, in Waterford unless otherwise noted. 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.

COMPASSION FATIGUE: THE COST OF CARING: PER166, $40

This half day course 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. Date: January 30th & August 1st @ 8:30 - 12:30

CREATING A POSITIVE ATTITUDE: CBT149, $35

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. Skillsoft: 1 hour

EFFECTIVE COMMUNICATION SKILLS: PER111, $40

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.

Dates: April 11th & September 16th @ 8:30–12:30

EMBRACING ORGANIZATIONAL CHANGE: CBT158, $35 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. Skillsoft: 1 hour

EMOTIONAL INTELLIGENCE IN THE WORKPLACE: PER202, $90

Success requires more than just knowledge and technical skills. The most successful people also have emotional intelligence: the ability to recognize and handle emotions and relate well to others. Through skill building exercises and group discussion, this course provides participants the opportunity to identify individual challenges in maintaining positive environments and collaborative relationships as well as overcoming resistance and negativity. Participants will explore tools, techniques and skills to help manage emotions more effectively. Dates: March 13th & August 20th @ 8:30-12:30

ETHICAL DECISION MAKING IN THE WORKPLACE: CBT159, $35

How do you go about making the best ethical decision possible? 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. Skillsoft: 1 hour

EXPLORING DIVERSITY AND INDIVIDUAL DIFFERENCES: PER172, $75

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. Dates: February 6th, April 16th, September 30th, November 7th @ 8:30-3:30

FORMING PEER RELATIONSHIPS AND ALLIANCES AT WORK: CBT160, $35

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 collaborate with peers toward a common goal. Length: 1 hour


GENERATING CREATIVE AND

INNOVATIVE IDEAS: ENHANCING

YOUR CREATIVITY: CBT134, $35

What makes a person creative? Do you consider yourself creative? Certain persona characteristics have been linked with creativity – for example, a willingness to take risks, the ability to connect diverse ideas, and open-mindedness. 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. Skillsoft: 1 hour

MAKING EFFECTIVE

PRESENTATIONS: PER -10, $75

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. Dates: January 10th & July 11th @ 8:30-4:00

MANAGING CONFLICT AND

WORKING RELATIONSHIPS

EFFECTIVELY: PER182, $40

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. Dates: January 29th & June 26th @ 8:30 – 12:30

MANAGING CONFLICT USING

PERSONALITY TYPE: PER167, $75

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. Dates: May 14th & November 5th @ 9:00-4:00

OPTIMIZING YOUR WORK/LIFE

BALANCE- TAKING CONTROL OF

YOUR STRESS: CBT188, $35

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. Skillsoft: 1 hour

PREPARING FOR ORGANIZATIONAL

CHANGE: CBT189, $35

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. Skillsoft: 1 hour

UNDERSTANDING

ORGANIZATIONAL CHANGE:

CBT195, $35

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. Skillsoft: 1 hour

UNDERSTANDING PERSONALITY

TYPE IN THE WORKPLACE: PER152,

$75

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. Dates: March 14th & September 24th @ 8:30 – 12:30

VALUING GENERATIONAL DIFFERENCES IN YOUR TEAM: PER190, $40

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. Dates: January 8th & October 8th @ 1:00-5:00



COLLABORATION SKILLS Collaboration skills include courses geared toward Team Building, Customer Service and Administrative Skills. These courses are

perfect for someone who actively participated as a member of a team toward the completion of team goals, those who would make customers and their needs a primary focus and those who work with supervisors to achieve the goals of the unit.

ADMINISTRATIVE PROFESSIONALS:

INTERACTING WITH OTHERS:

CBT142, $35

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. Skillsoft: 1 hour

ADMINISTRATIVE PROFESSIONALS-

PUTTING YOUR BEST FOOT

FORWARD: CBT143, $35

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 Skillsoft: 1 hour

ASSISTING THE DIFFICULT CLIENT:

PER115

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. Dates: June 27th & November 4th @ 8:30-12:30

BEING AN EFFECTIVE TEAM

MEMBER: CBT127, $35

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. Skillsoft: 1 hour

BUILDING TRUST: CBT220, $35

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. 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. Skillsoft: 1 hour

CUSTOMER SERVICE

CONFRONTATION AND CONFLICT:

CBT152, $35

One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. 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. Skillsoft: 1 hour

CUSTOMER SERVICE EXCELLENCE

FOR DIVERSE POPULATIONS:

PER191, $40

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. Dates: May 22nd & December 13th @ 8:30-12:30

CUSTOMER SERVICE

FUNDAMENTALS: BUILDING

RAPPORT IN CUSTOMER

RELATIONSHIPS: CBT132, $35

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. Skillsoft: 1 hour


CUSTOMER SERVICE FUNDAMENTALS: BUILDING RAPPORT IN CUSTOMER RELATIONSHIPS: CBT132, $35

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. Length: 1 hour

CUSTOMER SERVICE IN THE FIELD:

CBT153, $35

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. Skillsoft: 1 hour

CUSTOMER SERVICE OVER THE

PHONE: CBT133, $35

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. 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. Skillsoft: 1 hour

DEVELOPING STRATEGIC PEER

RELATIONSHIPS IN YOUR

ORGANIZATION: CBT226, $35

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. Skillsoft: 1 hour

DIVERSITY ON THE JOB: DIVERSITY

AND YOU: CBT219, $35

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. 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. Skillsoft: 1 hour

DIVERSITY ON THE JOB: THE

IMPORTANCE OF DIVERSITY AND

THE CHANGING WORKPLACE:

CBT218, $35

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. Skillsoft: 1 hour

EFFECTIVE TEAM COMMUNICATION:

CBT157, $35

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 Skillsoft: 1 hour

ELEMENTS OF A COHESIVE TEAM:

CBT235, $35

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. Skillsoft: 1 hour



FORMING PEER RELATIONSHIPS

AND ALLIANCES AT WORK: CBT160,

$35

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. Skillsoft: 1 hour

INTERNAL CUSTOMER SERVICE:

CBT166, $35

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. Skillsoft: 1 hour

LEADING TEAMS: FOSTERING

EFFECTIVE -COMMUNICATION AND

COLLABORATION: CBT234, $35

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. Skillsoft: 1 hour

LEADING TEAMS: MOTIVATING

AND OPTIMIZING PERFORMANCE:

CBT237, $35

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. Skillsoft: 1 hour

REBUILDING TRUST: CBT221, $35

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. Skillsoft: 1 hour

THE VALUE OF PEER

RELATIONSHIPS: CBT192, $35

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. Skillsoft: 1 hour

PREVENTING UNHEALTHY

WORKPLACE CONFLICT: CBT241,

$35

Conflict, when hurtful or unresolved, puts distance between people who need to work together, and often results in a loss of talent. 'Not getting along' shouldn't be the reason people fail to contribute or leave organizations. Dealing with conflict when it is in your face is one thing, but preventing it comes first. This means

accepting that conflict may occur, understanding the sources of potential conflict, preventing unnecessary conflict by watching for signs, and making sure you and others know what is 'off limits.' In this course, you'll learn about the benefits of healthy conflict, as well as typical sources of conflict. You'll find out how to recognize the signs of unhealthy conflict and take steps to prevent it. In addition, you'll learn when it's appropriate to report a conflict. Skillsoft: 30 Minutes

USING FEEDBACK TO IMPROVE

TEAM PERFORMANCE: CBT236, $35

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. Skillsoft: 1 hour

WORKING WITH DIFFICULT PEOPLE:

HOW TO WORK WITH AGGRESSIVE

PEOPLE: CBT199, $35

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. Skillsoft: 1 hour



HOW TO WORK WITH NEGATIVE

PEOPLE: CBT200, $35

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. Skillsoft: 1 hour


IDENTIFYING DIFFICULT PEOPLE:

CBT201, $35

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. Skillsoft: 1 hour

Teamwork is the joint action of people working toward the same end goal. When people talk about teamwork, they mean more than just completing a task, however: they mean the work that

comes from people working together effectively.



SELF MANAGEMENT SKILLS Self-Management skills include courses geared toward Personal Productivity Skills and Grammar & Business Writing. These

courses help you improve in areas such as focus, adaptability, decision-making, planning and organizing, and increasing your professional knowledge and expertise in your technical and professional skill or knowledge in position-related areas.

ADDRESSING AND

REDISTRIBUTING EMAIL: CBT141,

$35

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. Skillsoft: 1 hour

BUSINESS GRAMMAR: COMMON

USAGE ERRORS: CBT144, $35

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. Skillsoft: 1 hour

BUSINESS GRAMMAR: PARTS OF

SPEECH: CBT128, $35

Do you know what the eight parts of speech are? 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. Skillsoft: 1 hour

BUSINESS GRAMMAR:

PUNCTUATION: CBT145, $35

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. Skillsoft: 1 hour

BUSINESS GRAMMAR: SENTENCE

CONSTRUCTION: CBT129, $35

People write sentences every day in business. However, sometimes those sentences are not as well constructed as they could be. 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. Skillsoft: 1 hour

BUSINESS GRAMMAR: THE

MECHANICS OF WRITING: CBT146,

$35

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. Skillsoft: 1 hour

BUSINESS GRAMMAR: WORKING

WITH WORDS: CBT147, $35

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. Skillsoft: 1 hour BUSINESS WRITING: EDITING AND

PROOFREADING: CBT148, $35

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. Skillsoft: 1 hour


BUSINESS WRITING: HOW TO WRITE CLEARLY AND CONCISELY: CBT130, $35

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. 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. Skillsoft: 1 hour

BUSINESS WRITING: KNOW YOUR

READERS AND YOUR PURPOSE:

CBT131, $35

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. Skillsoft: 1 hour

DEVELOPING A CODE OF ETHICAL

CONDUCT: CBT229, $35

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. 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. Skillsoft: 1 hour DEVELOPING THE RIGHT ATTITUDE

FOR PERFORMING UNDER

PRESSURE: CBT231, $35

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 entality. Meeting high-pressure challenges is an opportunity for you to excel and build your reputation as someone who can be counted on. Skillsoft: 1 hour

GETTING RESULTS WITHOUT

DIRECT AUTHORITY: BUILDING

RELATIONSHIPS AND CREDIBILITY:

CBT161, $35

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. Skillsoft: 1 hour

GOALS AND SETTING GOALS:

CBT162, $35

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. Skillsoft: 2 hour

INTRODUCTION TO WORKPLACE

ETHICS: CBT172, $35

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. Skillsoft: 1 hour

MANAGING TIME EFFECTIVELY:

PER-17, $40

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.

Dates: February 12th & July 30th

@ 1:00-5:00



MANAGING YOUR EMAIL: CBT184, $35

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. Skillsoft: 1 hour

MASTERING CHANGE: PER-91, $40

This course provides 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. Dates: February 26th @ 8:30-12:30 OVERVIEW OF PROJECT

MANAGEMENT: CBT239, $35

Project-based operations have become a key factor in today's business world. The importance of choosing a well-planned and proven method for managing projects is a challenge for organizations across the board. If you think about it, almost every work effort is a project, from constructing a new building within a university campus to designing and delivering a new line of technology products. As projects become the primary method for getting things done and effecting organizational change, it is crucial to follow a recognized, accepted methodology for managing projects.

This course will begin by providing an overview of the elements involved with managing projects and it will also cover the principles of: continued business justification, learn from experience, defined roles and responsibilities, manage by stages, manage by exception and focus on products. Skillsoft: 1 Hour

PERFORMING WITH OTHERS

UNDER PRESSURE: CBT233, $35

This course helps you develop skills you need to recognize your personal reaction to pressure and how it impacts your relationships with others. 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. Skillsoft: 1 hour

PERSONAL PRODUCTIVITY

IMPROVEMENT: MANAGING TASKS

AND MAXIMIZING PRODUCTIVITY:

CBT224, $35

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. Length: 1 hour

PERSONAL PRODUCTIVITY IMPROVEMENT: MANAGING YOUR WORKSPACE: CBT222, $35

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. Length: 1 hour

PERSONAL PRODUCTIVITY IMPROVEMENT: SELF-ORGANIZATION AND OVERCOMING PROCRASTINATION: CBT223, $35

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. Length: 1 hour

LEAN THINKING BUSINESS DESIGN: PER204, $40

Lean thinking is a business strategy that many organizations have been implementing over the past decade. It consists of some familiar and not so familiar tools and techniques for improving the efficiency and effectiveness of business processes. You’ll learn what it means to implement a lean strategy, apply applicable lean tools and/or techniques to your work processes and identify eight lean tools and/or techniques. Dates: January 29th & June 11th @ 1:00 -5:00


TAKING ACTION FOR PERFORMING UNDER PRESSURE: CBT232, $35

Acting effectively in high-pressure situations is not easy. Overconfidence can lead to poor judgment, and overthinking the situation can lead to paralysis. But it's exactly at these times that you need to perceive the challenges most clearly so that you can set appropriate goals and take effective action to achieve them. 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. Length: 1 hour

TAKING CHARGE OF STRESS: PER165, $40

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. Dates: May 22nd @1:00 -5:00 & December 11th @ 8:30-12:30 WRITE ON! EFFECTIVE EMAIL,

LETTERS, AND REPORTS: PER188,

$75

This course will help writers express themselves clearly, consider the tone, legal consequences and read reaction carefully, overcome writer’s block efficiently and 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. Dates: April 4th & September 23rd @ 8:30-3:30

WRITE ON! GRAMMAR AND

PUNCTUATION MADE EASY:

PER187, $75

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. Dates: April 23rd & October 1st @ 8:30-3:30 WORKING FOR YOUR INNER BOSS: PERSONAL ACCOUNTABILITY: CBT198, $35

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. Length: 2 hours



SUPERVISORY COURSES BY COMPETENCY DOMAINS

Pag

e N

um

be

r

Co

urs

e N

um

be

r

Co

urs

e S

kills

oft

Co

mp

ete

nc

y

Inte

rpers

on

al

Build

ing P

ositiv

e W

ork

ing

Rela

tio

nship

s

Build

ing T

rust

Com

munic

atio

n S

kill

s

Le

ad

ers

hip

Identify

ing a

nd M

obili

zin

g

Resourc

es

Initia

tin

g A

ctio

n

Ma

nagin

g C

onflic

t

Work

Sta

ndard

s

Change M

anagem

ent

Ma

nag

em

en

t/ S

up

erv

iso

ry

Decis

ion M

akin

g

Pla

nnin

g a

nd O

rganiz

ing

Pro

mo

tin

g O

ptim

al P

erf

orm

ance

Pro

fessio

nal K

now

ledge/ E

xpert

ise

INSTRUCTOR-LED Courses for Supervisors

and Above

Challenging Conversations 19 PER194 4

hrs

X X X

Coaching and Developing Employees

23 PER200 4hrs

X X X X X

Conducting Performance Appraisals

24 PER203 4

hrs

X X X X X X

Effective Communication Skills for Supervisors

19 PER120 7

hrs

X X X

Effectively Leading Change Initiatives

20 PER169 7

hrs

X X X X X X

Emotional Intelligence and Leadership

20 PER199 4

hrs

X X X

Exploring Diversity and Individual Differences

8 PER172 7

hrs

X X X X

Goal Setting for Supervisors

23 PER195 4

hrs

X X X X X

Governmental Ethics for Supervisors: Leading by Example

19 PER121 4 hrs

X X X

Leading Productive Meetings

23 PER186 4

hrs

X X X X X

Managing Employee Performance

24 PER123 4

hrs

X X X X X X

Motivating and Engaging Employees

24 PER151 7

hrs

X X X X

One Leadership Style Does Not Fit All: Situational Leadership

19 PER122 8 hrs

X X X X X

Personality Type for Leaders

20 PER206 4

hrs

X X

Planning and Organizing for Supervisors

24 PER123 6.5 hrs

X X

So Now You're the Supervisor

25 PER177 4

hrs

X X X X

Solving Problems and Making Effective Decisions

25 PER136 6.5 hrs

X X X X X

Working Toward Effective Solutions: Dealing with Conflict

22 PER127 4 hrs

X X X X

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.


INTERPERSONAL SKILLS FOR SUPERVISORS

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 all County supervisors are skilled in interpersonal, leadership and managerial/supervisory skills. In an effort to provide employees w i t h the most effective and fully trained supervisors available, Oakland County supervisors and potential supervisors have the opportunity to take advantage of multiple resources for their development.

CHALLENGING CONVERSATIONS:

PER194, $75

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. Dates: June 5th & November 20th @ 8:30-12:30

EFFECTIVE COMMUNICATION

SKILLS FOR SUPERVISORS: PER120,

$75

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.

Dates: March 5th & October 14th @ 8:30-3:30

GOVERNMENTAL ETHICS FOR

SUPERVISORS: LEADING BY

EXAMPLE: PER121, $40

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. Dates: May 7th & October 22nd @ 8:30-12:30

ONE LEADERSHIP STYLE DOES NOT

FIT ALL: SITUATIONAL LEADERSHIP

FOR SUPERVISORS: PER122, $110

In this course, supervisors will discuss the difference between management and leadership, assess their leadership style and discuss and apply the Situational Leadership Model. Dates: February 27th & August 6th @ 8:30-5:00



LEADERSHIP SKILLS Leadership skills includes courses geared toward identifying and mobilizing resources that can assist in managing appropriate staff and

resources consistent with organizational goals; initiating action, managing conflict, setting appropriate work standards of performance for self and others and embracing change and acting as a change agent.

COMMUNICATION SKILLS AND

PROJECT MANAGEMENT: CBT208,

$35

An essential element of management is the ability to effectively communicate with people. 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. Skillsoft: 2 hours

DEVELOPING AND DEPLOYING

STRATEGIC PLANS: CBT206, $35

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. Skillsoft: 2.5 hours

EMOTIONAL INTELLIGENCE AND

LEADERSHIP: PER199, $75

Emotional intelligence (EQ) is a key element to success in the workplace, particularly in how we interact with others and manage relationships. Numerous components of supervision, such as decision-making, giving feedback, and managing productivity, rely on a supervisor’s grasp of self-management,

skill in social interaction, and other elements of emotional intelligence. Drawing upon Daniel Goleman’s classic work, Emotional Intelligence, as well as other research, this course covers EQ with particular emphasis on how it relates to supervising the work of others. Dates: June 13th & December 12th @ 8:30-12:30

EFFECTIVELY LEADING CHANGE

INITIATIVES: PER169, $75

This course assists supervisors with understanding the role of a change agent, the change process and how to use communication as a change management tool. The focus of this course is on the ‘people’ aspects of change. Supervisors will review a model for understanding how people respond to change and will identify actions they can take to move through the change process successfully. Dates: January 22nd & July 23rd @ 8:30-3:30

HANDLING DIFFICULT

CONVERSATIONS EFFECTIVELY:

CBT216, $35

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. Skillsoft: 1 hour

HAVING A DIFFICULT

CONVERSATION: CBT215, $35

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. Skillsoft: 1 hour

INITIATING SUCCESSION

PLANNING: CBT165, $35

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. Skillsoft: 1 hour LEADERSHIP: CBT204, $35

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. Skillsoft: 2.5 hours

LEADERSHIP ESSENTIALS:

BUILDING YOUR INFLUENCE AS A

LEADER: CBT173, $35

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. Skillsoft: 1 hour


LEADERSHIP ESSENTIALS: COMMUNICATING VISION: CBT174, $35

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. Skillsoft: 1 hour

LEADERSHIP ESSENTIALS: LEADING

CHANGE: CBT175, $35

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. Skillsoft: 1 hour


INNOVATION: CBT176, $35

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. Skillsoft: 1 hour


WITH EMOTIONAL INTELLIGENCE:

CBT177, $35

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. Skillsoft: 1 hour

LEADERSHIP ESSENTIALS:

MOTIVATING EMPLOYEES: CBT135,

$35

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. 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. Skillsoft: 1 hour

LEADING TEAMS: DEALING WITH

CONFLICT: CBT124, $35

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. Skillsoft: 1 hour

LEADING TEAMS: MOTIVATING

AND OPTIMIZING PERFORMANCE:

CBT237, $35

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. Skillsoft: 1 hour

LEADING TEAMS: DEALING WITH CONFLICT: CBT124, $35

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. Length: 1 hour

LEADING TEAMS: MOTIVATING AND OPTIMIZING PERFORMANCE: CBT237, $35

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. Length: 1 hour

MANAGERIAL SKILLS AND

ABILITIES: CBT207, $35

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. Skillsoft: 2.5 hours



ORGANIZATIONAL BEHAVIOR:

DYNAMICS OF A POSITIVE

ORGANIZATIONAL CULTURE:

CBT209, $35

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. Skillsoft: 1 hour

PREPARING FOR A DIFFICULT

CONVERSATION: CBT214, $35

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. Skillsoft: 1 hour

SETTING AND MANAGING

PRIORITIES WITHIN THE

ORGANIZATION DECIPHERING

PRIORITIES: CBT217, $35

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. Skillsoft: 1 hour

TEAM DYNAMICS: CBT205, $35

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. Skillsoft: 2 hours

WORKING TOWARD EFFECTIVE

SOLUTIONS: DEALING WITH

CONFLICT: PER127, $40

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. Dates: March 28th & August 14th @ 8:30-12:30

Leadership is a lifelong ambition, and good leaders dedicate

themselves to continual quality improvement. –Sally C. Morton


MANAGERIAL / SUPERVISORY SKILLS These skills assist in identifying and understanding issues, problems, and opportunities; using effective approaches and facilitating others

in choosing a course of action. Increase your ability to play and organize by establishing courses of action to ensure work is completed efficiently. Focus on guiding others in accomplishing performance objectives by promoting optimal employee performance. Lastly, enhance your professional knowledge and expertise by achieving a comprehensive level of technical and professional skills or knowledge in position –related areas.

COACHING AND DEVELOPING

EMPLOYEES: PER200, $40

A key skill of effective leaders is the ability to coach and develop others, whether it’s guiding people toward success in new or challenging situations or helping people improve or enhance their work performance. In this course, participants will learn how to establish and maintain a coaching dialogue; to understand how coaching complements supervision and how to avoid common coaching mistakes. Dates: March 19th & September 12th @ 8:30-12:30

FIRST TIME MANAGER:

CHALLENGES: CBT139, $35

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. Skillsoft: 1 hour

FIRST TIME MANAGER: MEETING

EXPECTATIONS: CBT140, $35

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.

Skillsoft: 1 hour

FIRST TIME MANAGER:

UNDERSTANDING A MANAGER’S

ROLE: CBT138, $35

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. Skillsoft: 1 hour

GOAL SETTING FOR SUPERVISORS:

PER195, $40

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 will have the opportunity to practice creating truly SMART goals that can help focus energy, sustain motivation, and increase the likelihood of achieving successful outcomes. Dates: February 5th & July 16th @ 8:30-12:30

LEADING PRODUCTIVE MEETINGS:

PER186, $40

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. Dates: Dates: March 14th & September 17th @ 1:00-5:00

MANAGEMENT ESSENTIALS:

CONFRONTING DIFFICULT

EMPLOYEE BEHAVIOR: CBT212, $35

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. Skillsoft: 1 hour


DELEGATING: CBT211, $35

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. Skillsoft: 1 hour


DIRECTING OTHERS: CBT210, $35

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. Skillsoft: 1 hour



MANAGING EMPLOYEE

PERFORMANCE: PER201, $40

Performance management is not a one-time event, but an ongoing process which enables employees to perform to the best of their abilities. In this course, supervisors learn how to create performance management plans which include collaboratively developing performance goals that align with organizational goals, providing feedback and coaching toward those goals, and reviewing performance results. Dates: January 15th & July 25th @ 8:30-12:30 MANAGING HIGH PERFORMERS:

CBT213, $35

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. Skillsoft: 1 hour

MANAGING WORKFORCE

GENERATIONS: INTRODUCTION TO

CROSS-GENERATIONAL

EMPLOYEES: CBT185, $35

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. Skillsoft: 1 hour

MANAGING WORKFORCE

GENERATIONS: WORKING WITH A

MULTIGENERATIONAL TEAM:

CBT186, $35

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. Skillsoft: 1 hour

MANAGING WORKFORCE

GENERATIONS: WORKING WITH

THE 21ST CENTURY GENERATION

MIX: CBT187, $35

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. Skillsoft: 1 hour

MOTIVATING AND ENGAGING

EMPLOYEES: PER151, $75

This course provides supervisors with a real-world understanding of employee motivation and engagement so they can build the emotional commitment level of their staff and employees will start to care for their work, not just their paycheck. Dates: May 2nd & December 3rd @ 8:30- 3:30

PERSONALITY TYPE FOR LEADERS:

PER206, $75

In this course, participants will become more familiar with the Myers-Briggs® framework and learn techniques for using MBTI preferences in managing and mentoring others. Dates: June 4th & December 5th @ 8:30-12:30

PLANNING AND ORGANIZING FOR

SUPERVISORS: PER123, $75

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.

Dates: February 7th & September 10th @ 8:30-3:00

CONDUCTING PERFORMANCE

APPRAISALS: PER203, $40

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. Participants will have the opportunity to review the Oakland County Performance Appraisal Definitions and Guidelines and practice completing Performance Appraisals. Dates: April 25th & October 24th @ 8:30-12:30


SO NOW YOU’RE THE SUPERVISOR:

PER177, $40

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. Dates: February 20th @ 1:00 – 5:00 and June 25th & November 19th @8:30-12:30

SOLVING PROBLEMS AND MAKING

EFFECTIVE DECISIONS: PER136, $75

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. Date: February 19th & November 13th @ 8:30-3:00



SUGGESTED SUPERVISORY TRACK 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 all County supervisors are skilled in interpersonal, leadership and managerial/supervisory skills. In an effort to provide employees with the most effective and fully trained supervisors available, supervisors and potential supervisors have the opportunity to take advantage of multiple resources for their development. 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.

REQUIRED Format

So Now You’re the Supervisor PER177 Instructor-led

Exploring Diversity and Individual Differences PER172 Instructor-led

POLICY TRAINING FOR NEW MANAGERS

Avoiding Harassment for Supervisory & Non-Supervisory Employees

CBT252 CBT

Workplace Violence Prevention for Supervisory and Non-Supervisory Employees

CBT253 CBT

LEADERSHIP SKILLS

One Leadership Style Does Not Fit All: Situational Leadership

PER122 Instructor-led

Governmental Ethics for Supervisors: Leading by Example


Emotional Intelligence and Leadership PER199 Instructor-led

Working Toward Effective Solutions: Dealing with Conflict


Effectively Leading Change Initiatives PER169 Instructor-led

MANAGEMENT SKILLS

Challenging Conversations PER194 Instructor-led

Coaching and Developing Employees PER200 Instructor-led

Conducting Performance Appraisals PER203 Instructor-led

Goal Setting for Supervisors PER195 Instructor-led

Leading Productive Meetings PER186 Instructor-led

Managing Employee Performance PER123 Instructor-led

Motivating and Engaging Employees PER151 Instructor-led

Planning and Organizing for Supervisors PER123 Instructor-led

Situational Leadership PER122 Instructor-led

Solving Problems and Making Effective Decisions PER136 Instructor-led

PERSONALITY TYPE CURRICULUM

Personality Type for Leaders PER206 Instructor-led

Managing Conflict Using Personality Type PER167 Instructor-led

Understanding Personality Type in The Workplace



SUGGESTED LEADERSHIP DEVELOPMENT TRACK

No matter what position you have, leadership skills are valuable. This leadership development track includes outlined courses that can assist you on your career path. These courses coupled with specific development goals from your superior can align any non-supervisory to strengthen your leadership skills even without a title.

LEVERAGING LEADERSHIP TECHNIQUES

Creating A Positive Attitude CBT149 CBT

Leadership Essentials: Building Your Influence as A Leader

CBT173 CBT

Leadership Essentials: Communicating Vision CBT174 CBT

Leadership Essentials: Leading Change CBT175 CBT

Leadership Essentials: Leading Innovation CBT176 CBT

Leadership Essentials: Leading with Emotional Intelligence

CBT177 CBT

Leadership Essentials: Motivating Employees CBT135 CBT

Leadership Essentials: Motivating Employees: CBT135 CBT

COMMUNICATION SKILLS

Business Writing: How To Write Clearly And Concisely CBT130 CBT

Communication Skills for Supervisors PER120 Instructor-led

OPTIMIZING PERFORMANCE ON A TEAM

Developing the Right Attitude for Performing Under Pressure

CBT231 CBT

Effective Team Communication CBT157 CBT

Emotional Intelligence In The Workplace PER202 Instructor-led

Goals and Setting Goals CBT162 CBT

Leading Teams: Dealing with Conflict CBT124 CBT

Leading Teams: Fostering Effective Communication and Collaboration

CBT234 CBT

Using Feedback to Improve Team Performance CBT236 CBT

Working with Difficult People: Identifying Difficult People

CBT201 CBT

FIRST TIME MANAGER ESSENTIALS

First Time Manager: Challenges CBT139 CBT

First Time Manager: Meeting Expectations CBT140 CBT

First Time Manager: Understanding A Manager's Role CBT138 CBT

So Now You’re the Supervisor PER177 Instructor-led



HOSTING A SESSION Customized Training Sessions

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.


TRAINING HOST AGREEMENT

THIS PAGE IS INTENTIONALLY LEFT BLANK FOR

PDF REGISTRATION

FORM



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:

• Individual will be authorized to attend the next available session of the course.

• Organization may send a new representative to the current session.

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

o 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. 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.

o 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 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 [email protected] 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

• Cancelled – 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.



COMPUTER-BASED TRAINING

As part of HR Employee Training & Development’s ongoing commitment to continuing professional development for Oakland County employees, 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 for County employees 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.

• Business Etiquette and

Professionalism

• County Policies

• Critical Thinking Skills

• Customer Service

• Diversity

• Emotional Intelligence

• Fundamentals of Working

with Difficult People

• Grammar and Business

Writing

• Interpersonal Communication

• Management and

Leadership Development

• Strategic Planning

• Team Building

• Time

Management/Organization

• Stress Management

• AND 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


COMPUTER-BASED TRAINING

REGISTERING FOR COURSES 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.

SCHEDULING YOUR TRAINING It is your responsibility to schedule the date(s) and time(s) when you plan to complete the course(s) with

your supervisor so that training does not interfere with other job responsibilities. When scheduling time with your supervisor, it is important to note that the Skillport site will “save your place” in any course you begin.

Therefore, this method of training allows you the flexibility to complete courses according to a schedule that

is convenient for you and your supervisor. However, we do require the employee and the supervisor to negotiate a realistic completion date for each course and indicate this time on the HR Training Course

Registration Form.

GETTING STARTED If this is the first time that you are registering for Computer-Based Training, you will need a Skillport UserID and Password. This information will be sent to you via email as part of your New User Welcome Packet. This

email and attached welcome packet includes helpful information for getting started in the Skillport site,

course navigation, scoring, troubleshooting, and more. If you have already received a UserID and Password you can visit http://hrtraining.skillport.com/skillportfe/login.action to complete your courses that are loaded

into your Skillport Learning 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.

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.

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.


http://hrtraining.skillport.com/skillportfe/login.action


Computer-Based Training Frequently Asked Questions

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 [email protected]

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%. 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.

2019 COURSE SCHEDULE FOR EXTERNAL CUSTOMERS

Note: You must pre-register to attend these courses. Your enrollment is NOT confirmed until you receive an e-mail confirmation from HR Employee Training & Development.

1 JANUARY

01/08/19 PER190 Valuing Generational Differences 1:00 p.m. - 5:00 p.m. $40

01/10/19 PER-10 Making Effective Presentations 8:30 a.m. - 4:00 p.m. $75

01/15/19 PER201 Managing Employee Performance 8:30 a.m. - 12:30 p.m. $40

01/22/19 PER169 Effectively Leading Change Initiatives 8:30 a.m. – 3:30 p.m. $75

01/29/19 PER182 Managing Conflict & Working Relationships 8:30 a.m. – 12:30 p.m. $40

01/29/19 PER204 Lean Thinking Business Design 1:00 p.m. – 5:00 p.m. $40

01/30/19 PER166 Compassion Fatigue: The Cost of Caring 8:30 a.m. – 12:30 p.m. $40

2 FEBRUARY

02/05/19 PER195 Goal Setting for Supervisors 8:30 a.m. – 12:30 p.m. $40

02/06/19 PER172 Exploring Diversity & Individual Differences 8:30 a.m. – 3:30 p.m. $75

02/07/19 PER123 Planning & Organizing for Supervisors 8:30 a.m. – 3:00 p.m. $75

02/12/19 PER-17 Managing Time Effectively 1:00 p.m. – 5:00 p.m. $40 02/19/19 PER136 Solving Problems & Making Effective

Decisions 8:30 a.m. - 3:00 p.m. $75

02/20/19 PER177 So Now You’re the Supervisor 1:00 p.m. – 5:00 p.m. $40

$40

02/26/19 PER-91 Mastering Change (Only session available) 8:30 a.m. - 12:30 p.m. $40

2/27/19 PER122 Situational Leadership for Supervisors 8:30 a.m. - 5:00 p.m. $110

3 MARCH

03/05/19 PER120 Communication Skills for Supervisors 8:30 a.m. - 3:30 p.m. $75

03/13/19 PER202 Emotional Intelligence in the Workplace 8:30 a.m. - 12:30 p.m. $90 03/14/19 PER152 Personality Type in the Workplace 8:30 a.m. - 12:30 p.m. $40

03/14/19 PER186 Leading Effective Meetings 1:00 p.m. - 5:00 p.m. $40 03/19/19 PER200 Coaching and Developing Employees 8:30 a.m. - 12:30 p.m. $40 03/28/19 PER127 Working Toward Effective Solutions: Dealing with

Conflict 8:30 a.m. – 12:30 p.m. $40

2019 COURSE SCHEDULE FOR EXTERNAL CUSTOMERS

4 APRIL

04/04/19 PER188 Write On! Effective Emails, Letters, and Reports 8:30 a.m. – 3:30 p.m. $75

04/11/19 PER111 Effective Communication Skills 8:30 a.m. – 12:30 p.m. $40


04/23/19 PER187 Write On! Grammar and Punctuation Made Easy 8:30 a.m. – 3:30 p.m. $75

04/25/19 PER203 Conducting Performance Appraisals 8:30 a.m. – 12:30 p.m. $40

5 MAY

05/02/19 PER151 Employee Motivation and Engagement 8:30 a.m. – 3:30 p.m. $75

05/07/19 PER121 Government Ethics for Supervisors 8:30 a.m. – 12:30 p.m. $40

05/14/19 PER167 Managing Conflict Using Personality Type 9:00 a.m. – 4:00 p.m. $75

05/22/19 PER191 Customer Service for Diverse Populations 8:30 a.m. – 12:30 p.m. $40

05/22/19 PER165 Taking Charge of Stress 1:00 a.m. – 5:00 p.m. $75


6 JUNE

06/04/19 PER206 Personality Type for Leaders 8:30 a.m. – 12:30 p.m. $75

06/05/19 PER194 Challenging Conversations 8:30 a.m. – 12:30 p.m. $75

06/11/19 PER204 Lean Thinking Business Design 1:00 p.m. – 5:00 p.m. $40 06/13/19 PER199 Emotional Intelligence & Leaders 8:30 a.m. – 12:30 p.m. $40 06/25/19 PER177 So Now You’re the Supervisor 8:30 a.m. – 12:30 p.m. $40

06/26/19 PER182 Managing Conflict & Working Relationships 8:30 a.m. – 12:30 p.m. $40

06/27/19 PER115 Assisting the Difficult Client 8:30 a.m. – 12:30 p.m. $40

7 JULY

07/11/19 PER-10 Making Effective Presentations 8:30 a.m. – 4:00 p.m. $75

07/16/19 PER195 Goal Setting for Supervisors 8:30 a.m. – 12:30 p.m. $40

07/23/19 PER169 Effectively Leading Change Initiatives 8:30 a.m. – 3:30 p.m. $75

07/25/19 PER201 Managing Employee Performance 8:30 a.m. – 12:30 p.m. $40

07/30/19 PER-17 Managing Time Effectively 1:00 p.m. – 5:00 p.m. $40

8 AUGUST

08/01/19 PER166 Compassion Fatigue: The Cost of Caring 8:30 a.m. – 12:30 p.m. $40

08/06/19 PER122 Situational Leadership for Supervisors 8:30 a.m. – 5:00 p.m. $110

08/14/19 PER127 Working Toward Effective Solutions: Dealing with Conflict

8:30 a.m. – 12:30 p.m. $40

08/20/19 PER202 Emotional Intelligence in the Workplace 8:30 a.m. – 12:30 p.m. $90 9 SEPTEMBER

09/10/19 PER123 Planning and Organizing for Supervisors 8:30 a.m. – 3:00 p.m. $75

09/12/19 PER200 Coaching and Developing Employees 8:30 a.m. – 12:30 p.m. $40

09/16/19 PER111 Effective Communication Skills 8:30 a.m. – 12:30 p.m. $40

09/17/19 PER186 Leading Effective Meetings 1:00 p.m. – 5:00 p.m. $40

09/23/19 PER188 Write On! Effective Emails, Letters, and Reports 8:30 a.m. – 3:30 p.m. $75

09/24/19 PER152 Personality Type in the Workplace 8:30 a.m. – 12:30 p.m. $75


10 OCTOBER

10/01/19 PER187 Write On! Grammar and Punctuation Made Easy 8:30 a.m. – 3:30 p.m. $75

10/08/19 PER190 Valuing Generational Differences 1:00 p.m. – 5:00 p.m. $40

10/14/19 PER120 Communication Skills for Supervisors 8:30 a.m. – 3:30 p.m. $75

10/22/19 PER121 Government Ethics for Supervisors 8:30 a.m. – 12:30 p.m. $40

10/24/19 PER203 Conducting Performance Appraisals 8:30 a.m. – 12:30 p.m. $40

Note: You must pre-register to attend these courses. Your enrollment is NOT confirmed until you receive an e-mail confirmation from HR Employee Training & Development.

Supervisory Courses

11 NOVEMBER

11/04/19 PER115 Assisting the Difficult Client 8:30 a.m. – 12:30 p.m. $40

11/05/19 PER167 Managing Conflict Using Personality Type 9:00 a.m. – 4:00 p.m. $75


11/13/19 PER136 Solving Problems & Making Effective Decisions 8:30 a.m. – 3:00 p.m. $75

11/19/19 PER177 So Now You’re the Supervisor 8:30 a.m. – 12:30 p.m. $40

11/20/19 PER194 Challenging Conversations 8:30 a.m. – 12:30 p.m. $40

12 DECEMBER

12/03/19 PER151 Employee Motivation and Engagement 8:30 a.m. – 3:30 p.m. $75

12/05/19 PER206 Personality Type for Leaders 8:30 a.m. – 12:30 p.m. $75

12/11/19 PER165 Taking Charge of Stress (Holiday Specific) 8:30 a.m. – 12:30 p.m. $40

12/12/19 PER199 Emotional Intelligence & Leadership 8:30 a.m. – 12:30 p.m. $40

12/13/19 PER191 Customer Service for Diverse Populations 8:30 a.m. – 12:30 p.m. $40


HOW TO REGISTER

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, faxing your registration forms to HR Training at 248-858-5526 or

completing an online registration under the “registration information” tab on the website.

If you have any questions about the registration process, please contact Melva Allen at [email protected] 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 [email protected] or 248-452-

9945.

http://www.oakgov.com/hr/hrtrain




COURSES IN ALPHABETICAL ORDER/PAGE NUMBER

Course Title Class Code

Pg

ADDRESSING AND REDISTRIBUTING EMAIL CBT141 14

ADMINISTRATIVE PROFESSIONALS- PUTTING YOUR BEST FOOT FORWARD CBT143 10

ADMINISTRATIVE PROFESSIONALS: INTERACTING WITH OTHERS CBT142 10

ASSISTING THE DIFFICULT CLIENT PER115 10

AVOIDING HARASSMENT FOR SUPERVISORY EMPLOYEES CBT120 24

BEING AN EFFECTIVE TEAM MEMBER CBT127 10

BUILDING TRUST CBT220 10

BUSINESS GRAMMAR: COMMON USAGE ERRORS CBT144 14

BUSINESS GRAMMAR: PARTS OF SPEECH CBT128 14

BUSINESS GRAMMAR: PUNCTUATION CBT145 14

BUSINESS GRAMMAR: SENTENCE CONSTRUCTION CBT129 14

BUSINESS GRAMMAR: THE MECHANICS OF WRITING CBT146 14

BUSINESS GRAMMAR: WORKING WITH WORDS CBT147 14

BUSINESS WRITING: EDITING AND PROOFREADING CBT148 14

BUSINESS WRITING: HOW TO WRITE CLEARLY AND CONCISELY CBT130 15

BUSINESS WRITING: KNOW YOUR READERS AND YOUR PURPOSE CBT131 15

CHALLENGING CONVERSATIONS PER194 19

COACHING AND DEVELOPING EMPLOYEES PER200 23

COMMUNICATION SKILLS AND PROJECT MANAGEMENT CBT208 20

COMPASSION FATIGUE: THE COST OF CARING PER166 8

CONDUCTING PERFORMANCE APPRAISALS PER203 24

CREATING A POSITIVE ATTITUDE CBT149 8

CUSTOMER SERVICE CONFRONTATION AND CONFLICT CBT152 10

CUSTOMER SERVICE EXCELLENCE FOR DIVERSE POPULATIONS PER191 10

CUSTOMER SERVICE FUNDAMENTALS: BUILDING RAPPORT IN CUSTOMER RELATIONSHIPS

CBT132 11

CUSTOMER SERVICE IN THE FIELD CBT153 11

CUSTOMER SERVICE OVER THE PHONE CBT133 11

DEVELOPING A CODE OF ETHICAL CONDUCT CBT229 15

DEVELOPING AND DEPLOYING STRATEGIC PLANS CBT206 20

DEVELOPING STRATEGIC PEER RELATIONSHIPS IN YOUR ORGANIZATION CBT226 11

DEVELOPING THE RIGHT ATTITUDE FOR PERFORMING UNDER PRESSURE CBT231 15

DIVERSITY ON THE JOB: DIVERSITY AND YOU CBT219 11

DIVERSITY ON THE JOB: THE IMPORTANCE OF DIVERSITY AND THE CHANGING WORKPLACE

CBT218 11

EFFECTIVE COMMUNICATION SKILLS PER111 8

EFFECTIVE COMMUNICATION SKILLS FOR SUPERVISORS PER120 19

EFFECTIVE TEAM COMMUNICATION CBT157 11

EFFECTIVELY LEADING CHANGE INITIATIVES PER169 20

ELEMENTS OF A COHESIVE TEAM CBT235 11

EMBRACING ORGANIZATIONAL CHANGE CBT158 8

EMOTIONAL INTELLIGENCE AND LEADERSHIP PER199 20



MANAGING WORKFORCE GENERATIONS: INTRODUCTION TO CROSS-GENERATIONAL EMPLOYEES

CBT185 24

EMOTIONAL INTELLIGENCE IN THE WORKPLACE PER202 8

ETHICAL DECISION MAKING IN THE WORKPLACE CBT159 6

EXPLORING DIVERSITY AND INDIVIDUAL DIFFERENCES PER172 8

FIRST TIME MANAGER: CHALLENGES CBT139 23

FIRST TIME MANAGER: MEETING EXPECTATIONS CBT140 23

FIRST TIME MANAGER: UNDERSTANDING A MANAGER'S ROLE CBT138 23

FORMING PEER RELATIONSHIPS AND ALLIANCES AT WORK CBT160 12

GENERATING CREATIVE AND INNOVATIVE IDEAS: ENHANCING YOUR CREATIVITY CBT134 9

GETTING RESULTS WITHOUT DIRECT AUTHORITY: BUILDING RELATIONSHIPS AND CREDIBILITY

CBT161 15

GOAL SETTING FOR SUPERVISORS PER195 23

GOALS AND SETTING GOALS CBT162 15

GOVERNMENTAL ETHICS FOR SUPERVISORS: LEADING BY EXAMPLE PER121 19

HANDLING DIFFICULT CONVERSATIONS EFFECTIVELY CBT216 20

HAVING A DIFFICULT CONVERSATION CBT215 20

HIPAA PRIVACY ESSENTIALS CBT126 7

HIPAA FOR NON-MEDICAL EMPLOYERS CBT247 7

HIPAA SECURITY RULE FOR COVERED ENTITIES CBT248 7

HIPAA SECURITY RULE FOR BUSINESS ASSOCIATES CBT249 7

HIPAA PRIVACY RULE FOR COVERED ENTITIES CBT250 7

HIPAA PRIVACY RULE FOR BUSINESS ASSOCIATES CBT251 7

INITIATING SUCCESSION PLANNING CBT165 20

INTERNAL CUSTOMER SERVICE CBT166 12

INTRODUCTION TO WORKPLACE ETHICS CBT172 15

LEADERSHIP CBT204 20

LEADERSHIP ESSENTIALS: BUILDING YOUR INFLUENCE AS A LEADER CBT173 20

LEADERSHIP ESSENTIALS: COMMUNICATING VISION CBT174 21

LEADERSHIP ESSENTIALS: LEADING CHANGE CBT175 21

LEADERSHIP ESSENTIALS: LEADING INNOVATION CBT176 21

LEADERSHIP ESSENTIALS: LEADING WITH EMOTIONAL INTELLIGENCE CBT177 21

LEADERSHIP ESSENTIALS: MOTIVATING EMPLOYEES CBT135 21

LEADING PRODUCTIVE MEETINGS PER186 23

LEADING TEAMS: DEALING WITH CONFLICT CBT124 21

LEADING TEAMS: FOSTERING EFFECTIVE - COMMUNICATION AND COLLABORATION CBT234 12

LEADING TEAMS: MOTIVATING AND OPTIMIZING PERFORMANCE CBT237 21

LEAN THINKING BUSINESS DESIGN PER204 16

MAKING EFFECTIVE PRESENTATIONS PER-10 9

MANAGEMENT ESSENTIALS: CONFRONTING DIFFICULT EMPLOYEE BEHAVIOR CBT212 23

MANAGEMENT ESSENTIALS: DELEGATING CBT211 23

MANAGEMENT ESSENTIALS: DIRECTING OTHERS CBT210 23

MANAGERIAL SKILLS AND ABILITIES CBT207 21

MANAGING CONFLICT AND WORKING RELATIONSHIPS EFFECTIVELY PER182 9

MANAGING CONFLICT USING PERSONALITY TYPE PER167 9

MANAGING EMPLOYEE PERFORMANCE PER201 24

MANAGING HIGH PERFORMERS CBT213 24

MANAGING TIME EFFECTIVELY PER-17 15


MANAGING WORKFORCE GENERATIONS: WORKING WITH A MULTIGENERATIONAL TEAM

CBT186 24

MANAGING WORKFORCE GENERATIONS: WORKING WITH THE 21ST CENTURY GENERATION MIX

CBT187 24

MANAGING YOUR EMAIL CBT184 16

MASTERING CHANGE PER-91 16

MOTIVATING AND ENGAGING EMPLOYEES PER151 24

ONE LEADERSHIP STYLE DOES NOT FIT ALL: SITUATIONAL LEADERSHIP FOR SUPERVISORS

PER122 19

OPTIMIZING YOUR WORK/LIFE BALANCE- TAKING CONTROL OF YOUR STRESS CBT188 9

ORGANIZATIONAL BEHAVIOR: DYNAMICS OF A POSITIVE ORGANIZATIONAL CULTURE

CBT209 22

OVERVIEW OF PROJECT MANAGEMENT CBT239 16

PERFORMING WITH OTHERS UNDER PRESSURE CBT233 16

PERSONAL PRODUCTIVITY IMPROVEMENT: MANAGING TASKS AND MAXIMIZING PRODUCTIVITY

CBT224 16

PERSONAL PRODUCTIVITY IMPROVEMENT: MANAGING YOUR WORKPLACE CBT222 16

PERSONAL PRODUCTIVITY IMPROVEMENT: SELF-ORGANIZATION AND OVERCOMING PROCRASTINATION

CBT223 16

PERSONALITY TYPE FOR LEADERS PER206 24

PLANNING AND ORGANIZING FOR SUPERVISORS PER123 24

PREPARING FOR A DIFFICULT CONVERSATION CBT214 22

PREPARING FOR ORGANIZATIONAL CHANGE CBT189 9

PREVENTING UNHEALTHY WORKPLACE CONFLICT CBT241 12

REBUILDING TRUST CBT221 12

SETTING AND MANAGING PRIORITIES WITHIN THE ORGANIZATION DECIPHERING PRIORITIES

CBT217 22

SO NOW YOU'RE THE SUPERVISOR PER177 25

SOLVING PROBLEMS AND MAKING EFFECTIVE DECISIONS PER136 25

TAKING ACTION FOR PERFORMING UNDER PRESSURE CBT232 17

TAKING CHARGE OF STRESS PER165 17

TEAM DYNAMICS CBT205 22

THE VALUE OF PEER RELATIONSHIPS CBT192 12

UNDERSTANDING ORGANIZATIONAL CHANGE CBT195 9

UNDERSTANDING PERSONALITY TYPE IN THE WORKPLACE PER152 9

USING FEEDBACK TO IMPROVE TEAM PERFORMANCE CBT326 12

VALUING GENERATIONAL DIFFERENCES IN YOUR TEAM PER190 9

WORKING FOR YOUR INNER BOSS: PERSONAL ACCOUNTABILITY CBT198 17

WORKING TOWARD EFFECTIVE SOLUTIONS: DEALING WITH CONFLICT PER127 22

WORKING WITH DIFFICULT PEOPLE: HOW TO WORK WITH AGGRESSIVE PEOPLE CBT199 12

WORKING WITH DIFFICULT PEOPLE: HOW TO WORK WITH NEGATIVE PEOPLE CBT200 13

WORKING WITH DIFFICULT PEOPLE: IDENTIFYING DIFFICULT PEOPLE CBT201 13

WRITE ON! EFFECTIVE EMAIL, LETTERS, AND REPORTS PER188 17

WRITE ON! GRAMMAR AND PUNCTUATION MADE EASY PER187 17

Supervisory Courses



KEYWORDS / PAGE NUMBER

A

ALLIANCES, 8, 12, 40 ATTITUDE, 8, 15, 39

C

CHANGE, 8, 9, 16, 20, 21, 39, 40, 41

COACHING, 39

COMMUNICATION, 8, 11, 12, 19, 20, 27, 39, 40, 41 COMPASSION, 8, 39

CONFLICT, 9, 10, 26, 39, 40, 41

CONVERSATIONS, 19, 20, 39, 40 CREATIVE, 9, 40 CULTURE, 41 CUSTOMER SERVICE, 10, 11, 12, 39, 40

D

DELEGATING, 40 DIFFICULT CLIENT, 10, 39 DIFFICULT EMPLOYEE, 40 DIFFICULT PEOPLE, 12, 13, 41 DIRECTING, 40 DIVERSITY, 8, 11, 39, 40

E

EFFECTIVE SOLUTIONS, 41 EMAIL, 14, 16, 17, 39, 40, 41 EMOTIONAL INTELLIGENCE, 8 EMOTIONAL INTELLIGENCE, 39, 40

G

GENERATIONAL, 9, 40, 41 GENERATIONS, 40 GRAMMAR, 14, 17, 39, 41

H

HARASSMENT, 39 HIGH PERFORMERS, 40

L

LEADERSHIP, 5, 19, 20, 21, 26, 27, 39, 40, 41

M

MANAGER, 27, 40 MOTIVATING, 12, 40, 41

P

PERFORMANCE, 12, 24, 27, 39, 40, 41 PERFORMANCE APPRAISALS, 24, 39 PERSONALITY TYPE, 9, 26, 40, 41 PRESENTATIONS, 9, 40 PRODUCTIVITY, 16, 41 PROJECT MANAGEMENT, 20, 39, 41 PUNCTUATION. SEE GRAMMAR

R

RELATIONSHIPS, 8, 9, 10, 11, 12, 15, 39, 40, 41

S

STRESS, 9, 17, 41 SUPERVISOR, 41

T

TEAM, 9, 10, 11, 12, 27, 39, 40, 41 TRUST, 10, 12, 39, 41

W

WRITING, 14, 15, 39


HR TRAINING COURSE REGISTRATION FORM


PDF REGISTRATION

FORM



CBT USER LICENSE REQUEST FORM


PDF REGISTRATION

FORM


ORGANIZATION BILLING REGISTRATION FORM


PDF REGISTRATION

FORM



HR TRAINING

[email protected] | (248) 452-9945 | (248) 858-5526



COMPETENCY MODEL OVERVIEW

COMPETENCY BASED TRAINING All of the employee development opportunities offered by HR Employee Training & Development are based on one of three competency models in place at Oakland County: the General Employee Competency Model,

the Supervisory Competency Model, and the Leadership 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 your job and/or industry specific knowledge is also very important to your overall success. Finally, keep in mind that while each competency model identifies

many key behaviors, these 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. Keep in mind that the models 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.

SELF-DEVELOPMENT TOOLS Three Developmental Resource Guides are available on our website to accompany professional development:

the General Employee Development Resource Guide, the Supervisory Development Resource Guide and the

Leadership Development Resource Guide. These guides contain suggested activities and recommended resources to help employees at all levels develop and improve skills, abilities, and work performance.

CONTACT INFORMATION For more detailed information please visit our website at https://www.oakgov.com/hr/hrtrain/Pages/default.aspx


https://www.oakgov.com/hr/hrtrain/Pages/default.aspx


GENERAL EMPLOYEE COMPETENCY MODEL

INTERPERSONAL SKILLS • Building Positive Working Relationships – Developing and using collaborative relationship with

internal and external partners and customers to facilitate the accomplishment of work goals.

• 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.

• 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 • Working Together as a Team – Actively participates as a member of the team toward the

completion of team goals.

• 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.

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

work.

• Adaptability – Maintaining effectiveness when experiencing major changes in work tasks or the

work environment. Embraces change and consistently remains flexible to new work demands.

• 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.

• Planning and Organizing – Effectively managing one’s own time and resources to ensure that work

is completed efficiently.

• 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.

• Professional Knowledge/Expertise – Having achieved a comprehensive level of technical and

professional skill or knowledge in position-related areas.


SUPERVISORY COMPETENCY MODEL 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. All courses have been mapped to the Supervisory Competency Model. In addition to the supervisor courses, supervisors can take any course in the General Employee curriculum.

INTERPERSONAL SKILLS • Building Positive Working Relationships – Developing and using collaborative relationship with

internal and external partners and customers to facilitate the accomplishment of work goals.

• 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.

• 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 • 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.

• Initiating Action – Taking timely action when appropriate to accomplish objectives; taking

appropriate action to achieve goals; anticipates issues and takes action to address them.

• 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.

• 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.

• 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 • 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.

• Planning and Organizing – Establishing courses of action to ensure that work is completed

efficiently.

• 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.

• Professional Knowledge/Expertise – Having achieved a comprehensive level of technical and

professional skill or knowledge in position-related areas.


http://www.co.oakland.mi.us/intranet/odt/about/supervisory_competency_model.html


Oakland County Human Resources Employee Training & Development

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

oakland county, michigan | oakland county, michigan ... catalog...safeguards that business...

Documents