Certificate in Management Skills in the Workplace

Transcription

1 To measure the true effectiveness of any learning solution, it s essential to compare a participant s pre-learning levels of comprehension and proficiency to their knowledge after formal learning takes place. That s exactly why the UVICELL/AMA Certificate Program makes so much sense. It s designed both to measure and powerfully reinforce knowledge transfer. The Certificate Program combines instructor-led training and other resources to maximize your training goals. It provides a richer, more compelling, more comprehensive experience for the learner, producing a greater returnon-investment for the employer. Participants will receive.6 CEUs for attendance at each workshop. Workshop (STT & STX) Fundamentals of Human Resources 2010 Workshop Schedule Date March 3 (STT) March 4 (STX) Sharpening Your Business Writing Skills March 24 Customer Service Excellence April 7 What Managers Do & How They Do It Successfully April 22 (Thur) Managing Conflict in the Organization May 12 Communication Skills for Managers May 26 Coaching for High Performance June 9 Accreditation UVICELL has been approved as an Authorized Provider by the International Association for Continuing Education and Training (IACET). Time Wednesday 9:00 am 4:00 pm Location UVICELL Center St. Thomas UVICELL Center F sted, St. Croix Fee $250 per person, per workshop $225 per person, per workshop for groups of 5 or more Benefits Complete six of the workshops offered in the series to obtain a Certificate in Management Skills from the UVICELL Center in cooperation with the American Management Association (AMA).

2 Fundamentals of Human Resource A comprehensive workshop that covers virtually every aspect of human resources management from understanding the basic HR functions to using the Web for recruiting and selecting the latest Human Resource Information System (HRIS). Whether new to the profession or a newly promoted professional, participants will find course all the information and skills needed to do their job and make a positive impact in their organization. Who Should Attend Individuals new to the profession or recently promoted human resource professionals. Advocate for strategic partnering by building strong business relationships within your organization Evaluate the advantages and disadvantages of internet recruiting Identify the role of contingent workers and how they fit in staffing plans Select and use a Human Resource Information System (HRIS) Implement the components of a results-based performance management plan Recruit, select, interview, and hire more qualified employees in full compliance with Federal and State laws Write job descriptions and specifications; develop cost-effective, competitive compensation and benefits programs Write policies and procedures manuals and employee handbooks Evaluate training options to implement optimal training opportunities for all workers Date: Wednesday, March 3, 2010 (STT) & Thursday, March 4, 2010 (STX) Time: 9:00 a.m. 4:00 p.m. Location: UVICELL St. Croix & St. Thomas Fee: $250 ($225 per person for groups of 5 or more) is required at least seven (7) working days prior to the start date of each course.

3 Sharpening Your Business Writing Skills This workshop is packed with practical advice attuned to current business writing and presentation challenges. It features special strategies to speed online research and guidelines for creating safe and savvy . Through interactive, self-directed exercises, you ll acquire the techniques that professional writers use to research, draft, compose, and edit their work. Examples and checklists will keep you on track as you practice writing better letters, memos, proposals, reports, and (with its own rules and etiquette). If you struggle to find the words and tone appropriate for given situations, you ll appreciate the advice on selecting language that works. There's also plenty of help with those niggling questions about grammar and punctuation. Once you've completed this workshop, your writing will be more effective, polished, and direct. It will distinguish you and help you move ahead, whether you're an administrative assistant or company officer. Identify your audience Organize your material Write clearly and effectively Master the steps of editing and rewriting Conduct online research thoroughly and quickly Compose that communicates your message efficiently Avoid common pitfalls of electronic communications Use writing to eliminate misunderstandings Date: Wednesday, March 24, 2010 Time: 9:00 a.m. 4:00 p.m. Location: UVICELL Center St. Thomas & St. Croix Fee: $250 ($225 per person for groups of 5 or more) is required at least seven (7) working days prior to the start date of each course.

4 Customer Service Excellence Customer Service Excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today s customer-oriented business environment, "people skills" are critical for personal and organizational success. How your employees handle customers can directly affect your individual goals as well as your organization's performance. This customer service training workshop gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence. Who Should Attend Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners as well as managers who want customer service training in order to reinforce their skills and train their staffs. Deliver better, faster service and increase customer satisfaction through this customer service training Learn how to gain repeat business Know what customers expect Increase your credibility with customers and your value to your organization Manage stressful situations more effectively Recognize the signals of customer irritation and how to respond appropriately and assist in quickly finding a workable solution to your customer s problem Date: Wednesday, April 7, 2010 Time: 9:00 a.m. 4:00 p.m. Location: UVICELL St. Croix & St. Thomas Fee: $250 ($225 per person for groups of 5 or more) is required at least seven (7) working days prior to the start date of each course.

5 What Managers Do & How They Do It Successfully The What Managers Do workshop breaks your job as a manager down into its components planning, organizing, staffing, directing, and controlling. As a result, you ll be able to start every day with a sense of organization and control you never had before. You ll see how everything you do fits into your overall role as a manager. This insight gives you a firmer grasp of the task at hand, making it easier to delegate effectively, motivate successfully, use time efficiently, and increase productivity substantially. Use planning techniques that ensure smooth operations Organize a department for maximum productivity Staff in a way that matches jobs with talent Develop performance appraisal techniques that increase employee development Motivate employees to perform to their maximum potential Date: Thursday, April 22, 2010 Time: 9:00 a.m. 4:00 p.m. Location: UVICELL Center St. Thomas & St. Croix Fee: $250 ($225 per person for groups of 5 or more) is required at least seven (7) working days prior to the start date of each course.

6 Managing Conflict in the Organization How to Manage Conflict in the Organization workshop, equips you with the strategies, tactics and insights you need to gain control of tough conflict situations. You ll discover how to spot potential interpersonal conflicts and defuse them before they flare up. You ll understand how, when, where and why to apply the five favored conflict-resolution approaches, and you ll develop the insight and intuition you need to make them work. This course will give you the skills to transform conflict into a positive, productive force by applying the proven techniques of principled negotiation. Describe how today s changing workforce impacts conflict resolution Demonstrate best practices for implementing alternative dispute resolution techniques Employ strategies for dealing with conflict resolution in electronic communication Use tools that give easy access to key conflict-resolution information, strategies, and techniques Transform conflict into a positive, productive force Respond to on-the-job conflicts quickly and effectively Resolve conflicts positively using proven principled negotiation techniques. Understand the differences between structural (organizational) and interpersonal conflict Separate people from issues and focus on interests, not positions Get beyond immediate tensions and disagreements to the root causes of any interpersonal conflict Apply five surefire conflict-resolution approaches: avoiding, accommodating, compromising, forcing, and collaborating Date: Wednesday, May 12, 2010 Time: 9:00 a.m. 4:00 p.m. Location: UVICELL St. Croix & St. Thomas Fee: $250 ($225 per person for groups of 5 or more) is required at least seven (7) working days prior to the start date of each course.

7 Interpersonal Communication Skills The ability to communicate clearly is the critical core competency for all levels and in all industries. This workshop is your guide to interpersonal communication that delivers the message whether written, or spoken, in person or via with respect for the receiver, and in all business situations. This solid overview of all facets of interpersonal communication offers numerous opportunities to practice and apply your new skills and a log to track your improvement. Communicate clearly and correctly to avoid misunderstanding and get your message across Develop and use your listening skills to solve problems, diffuse conflict, teach staff, and be a more productive manager or team leader Ask the right type of question to elicit information, encourage a response, or create a relationship Analyze your audience before communicating your ideas in any format Choose the most appropriate mode for communicating your message Use effective language to express your ideas clearly in well-constructed letters, proposals, memos, and Demonstrate three steps to more effective verbal communication Deal with negative feedback Date: Wednesday, May 26, 2010 Time: 9:00 a.m. 4:00 p.m. Location: UVICELL Center St. Thomas & St. Croix Fee: $250 ($225 per person for groups of 5 or more) is required at least seven (7) working days prior to the start date of each course.

8 Coaching for High Performance Coaching lies at the heart of management, and the greater the need for stronger business performance, the greater the need for managers and supervisors to be good coaches. As employees are increasingly called on to acquire new knowledge, master state-of-the-art skills, and take risks, a strong commitment to coaching has become a major factor in helping retain the best people. Following a seven-step coaching process, Coaching for High Performance teaches managers how to communicate performance expectations, assess employee skill levels, establish the purpose of coaching, and agree on a coaching contract. The workshop teaches the critical skills needed to conduct coaching conversations, adapt one s coaching style to fit changing situations, and create a coaching plan. Establish your mission and role as a coach Deliver feedback in any situation Use coaching skills to motivate and retain employees Coach employees across generations and throughout the employment life cycle Enhance team performance and channel conflict constructively Handle difficult coaching situations with insight and skill Date: Wednesday, June 9, 2010 Time: 9:00 a.m. 4:00 p.m. Location: UVICELL St. Croix & St. Thomas Fee: $250 ($225 per person for groups of 5 or more) is required at least seven (7) working days prior to the start date of each course.