ADP TOTALSOURCE VIRTUAL CLASSROOM SCHEDULE Development Series: It s All About You October - December 2017 Management Management Compliance
Page2 Table of Contents Overview of the virtual classroom... 3 Management Development... 4 Management Development... 5 Compliance... 6 Course Descriptions... 7
Page3 Development Series What is it all about? It is all about YOU and we are thrilled to provide new training classes to help you grow! We live in a world where performance value comes from the abilities to plan, organize and execute and increasingly from the ability to lead, motivate and work with other people. ADP University s Development Series courses focus on the critical skills and attitudes needed to be successful. Our goal is to help broaden your perspectives and improve your performance through a series that provides both employees and leaders with an opportunity to develop and grow their skills. What will you learn? This ADP University Development Series offers three months of courses covering popular topics in employee and leader development. These topics are divided into three sections: Compliance; Management Development; and Management Development. Each month we highlight a different theme to provide knowledge around essential tools for people wanting to achieve top performance and foster a positive and productive work environment. The topics rotate each month to provide adequate access to the general area of interest. Classes are offered on various days throughout the month which allows you the flexibility to participate in subjects that are of most interest. Whether you are starting off with a compliance course such as Preventing Harassment, or brushing up on your service skills with a selection from our Customer Service suite, the virtual classroom is a great place to learn valuable skills, network with other professionals, obtain continuing education units (CEUs)and have fun! October Increasing Productivity November Effective Communication December A Service Mindset What else? Each session is 90 minutes in length, with the exception of Preventing Harassment in California which is a 2 hour state mandated session. It is recommended that you log into class approximately 15 minutes prior to start time. Sessions are facilitated via Web Ex, with audio via the telephone. Only those who are individually logged into the session for its entirety will receive credit for attending (via the Certificate of Completion).
Page4 Management Development Conflict Management: Basic Skills for Employees 11/7 12:00pm ET / 9:00am PT 11/21 3:30pm ET / 12:30pm PT 12/22 12:00pm ET / 9:00am PT Customer Service: Keeping Your Cool 12/13 12:00pm ET / 9:00am PT 12/20 12:00pm ET / 9:00am PT Customer Service: Little Things Matter 12/6 3:30pm ET / 12:30pm PT 12/15 12:00pm ET / 9:00am PT Customer Service: Proactive Actions 12/13 3:30pm ET / 12:30pm PT Customer Service: Techniques for Solving Problems 12/6 12:00pm ET / 9:00am PT Ready. Set. CHANGE! Reacting Smarter. Adapting Faster. Engaging Together. 11/28 12:00pm ET / 9:00am PT Stress Management 10/4 3:30pm ET / 12:30pm PT Time Management: Getting Out From Under the Avalanche of To-Dos 10/4 12:00pm ET / 9:00am PT Time Management: More Minutes for You! 10/11 12:00pm ET / 9:00am PT 10/25 3:30pm ET / 12:30pm PT Training Bytes: Achieving Communication Excellence 11/14 3:30pm ET / 12:30pm PT Diversity: Beyond Traditional Definitions 11/9 3:30pm ET / 12:30pm PT Fearless Facilitation: How to Lead Effective Meetings 10/6 12:00pm ET / 9:00am PT 10/18 12:00pm ET / 9:00am PT Fearless Facilitation: How to Lead Effective Training 10/18 3:30pm ET / 12:30pm PT 10/20 12:00pm ET / 9:00am PT 10/26 12:00pm ET / 9:00am PT Training Bytes: Increasing Emotional Intelligence 12/20 3:30pm ET / 12:30pm PT Training Bytes: Managing Your Own Productivity 10/11 3:30pm ET / 12:30pm PT 10/25 12:00pm ET / 9:00am PT WorkSmarts: How to Get Along, Get Noticed and Get Ahead 11/7 3:30pm ET / 12:30pm PT 11/21 12:00pm ET / 9:00am PT 11/28 3:30pm ET / 12:30pm PT Motivation. Dream it. Walk it. Believe it. 11/10 12:00pm ET / 9:00am PT 11/14 12:00pm ET / 9:00am PT 12/1 12:00pm ET / 9:00am PT
Page5 Management Development Basic Skills for First Time Supervisors 11/15 12:00pm ET / 9:00am PT Business Writing For s 12/21 3:30pm ET / 12:30pm PT Conflict Management: Basic Skills for s 12/22 12:00pm ET / 9:00am PT Hiring: The Selection Process 10/5 12:00pm ET / 9:00am PT Impact of Effective Feedback 10/12 12:00pm ET / 9:00am PT 10/26 3:30pm ET / 12:30pm PT Leadership Styles 11/8 12:00pm ET / 9:00am PT Managing Across Generations 12/19 3:30pm ET / 12:30pm PT Mentoring 12/7 3:30pm ET / 12:30pm PT Peer Today, Boss Tomorrow: Navigating Your Changing Role 11/1 12:00pm ET / 9:00am PT 11/15 3:30pm ET / 12:30pm PT Progressive Discipline Process 10/5 3:30pm ET / 12:30pm PT 10/19 12:00pm ET / 9:00am PT Rewards and Recognition 12/7 12:00pm ET / 9:00am PT 12/21 12:00pm ET / 9:00am PT Let s TALK: Handling the Difficult Performance Appraisal 10/13 12:00pm ET / 9:00am PT 10/19 3:30pm ET / 12:30pm PT 12/14 3:30pm ET / 12:30pm PT Managing Change 11/8 3:30pm ET / 12:30pm PT Managing Remote Teams 10/12 3:30pm ET / 12:30pm PT Management Skills 11/1 3:30pm ET / 12:30pm PT 11/29 12:00pm ET / 9:00am PT Retaining the Good Ones 12/8 12:00pm ET / 9:00am PT 12/14 12:00pm ET / 9:00am PT The Courage to Coach: A Common Sense Approach to Confronting Tough Employee Performance Situations 11/3 12:00pm ET / 9:00am PT 11/29 3:30pm ET / 12:30pm PT The Power of Performance Appraisals 10/27 12:00pm ET / 9:00am PT
Page6 Compliance Just Be F.A.I.R.: A Practical Approach to Diversity in the Workplace 10/10 12:00pm ET / 9:00am PT 12/12 12:00pm ET / 9:00am PT Employment Law Basics (MGR) 11/17 12:00pm ET / 9:00am PT Generations M.E.E.T. for Respect in the Workplace for Employees 10/3 3:30 pm ET/ 12:30 pm PT 10/24 12:00pm ET / 9:00am PT A.C.T. with Integrity: Real Situations for Discussion 11/16 12:00pm ET / 9:00am PT L.E.A.D. with Integrity: Promoting a Culture of Ethical Conduct and Compliance (MGR) 10/17 12:00pm ET / 9:00am PT 10/24 3:30pm ET / 12:30pm PT 10/31 12:00pm ET / 9:00am PT 12/19 12:00pm ET / 9:00am PT Preventing Harassment for Employees 10/3 12:00pm ET / 9:00am PT 11/2 12:00pm ET / 9:00am PT 12/5 3:30pm ET / 12:30pm PT Preventing Harassment for s TotalSource 11/9 12:00pm ET / 9:00am PT Preventing Harassment for California s TotalSource (2 hour session) 10/10 3:30pm ET / 12:30pm PT 12/12 3:30pm ET / 12:30pm PT We Need to M.E.E.T.: Managing for Respect in the Workplace (MGR) 10/31 3:30pm ET / 12:30pm PT 11/16 3:30pm ET / 12:30pm PT
Page7 Course Descriptions Course Audience Description ACE It! How to Solve Tough Workplace Problems A.C.T. With Integrity: Real Situations for Discussion Bad Apples: How to Deal with Difficult Attitudes Basic Skills for First Time Supervisors Business Writing for Employees Business Writing for s Diversity: Beyond Traditional Definitions Communication: Basic Skills for Clear Messages Conflict Management: Basic Skills for s Conflict Management: Basic Skills for Employees Does your organization recycle the same tired approaches to problems that never seem to go away? Equip your workforce with a proven problemsolving model to tackle poor quality, inefficiency, uneven performance and more. Individuals or teams can solve any problem once and for all when they learn to A.C.E. It! Discrimination. Theft. Dishonesty. Are your employees prepared to face ethical issues and respond in ways that meet the high standards of your organization and adhere to the letter of the law? Equip employees to make the right choices in tough ethical situations. Eliminate negativity by dealing effectively with difficult attitudes. This program helps employees to recognize the characteristics of rotten attitudes and sort out the problems they cause. Scenarios and exercises introduce a proven, five-step process for dealing with difficult personalities in a diverse workforce. This course will help new supervisors gain confidence and knowledge necessary to meet the challenges of their new role. It provides an overview of several critical tasks supervisors must conduct in order to be successful in their jobs. While we each use different means of written communication, for most professionals email is the center of our written world. We use it to communicate with team members, clients, and vendors. We even use it when we have a question for a coworker in the next cube. But as much as we may take email for granted, it s still business. Done well, it s a convenient form of communication to effectively convey your message. Not done well, it leaves your audience wondering about your message and even about your abilities. We use written communication to persuade, inform and motivate our teams, stakeholders and customers. Effective writing skills earn us respect and credibility and help us build relationships. Poor writing skills, on the other hand, most often leave our audience thinking huh? In this session participants will explore the legal and general definitions of diversity in today's workplace, define biases and explain how biases may impact our personal view of diversity and consider communication techniques to promote the benefits of having a diverse workforce. Communication is not just the words we use in our messages. It is made up of many elements and actions, which will each be explored in this course. Learners will also explore and share ideas for best practices in communicating effectively at work in face-to-face, telephone and email situations. Time is also given to developing more effective listening skills. In this program participants will be able to describe the steps to successful conflict management, diagnose conflict situations to determine appropriate next steps, describe five ways people respond to conflict and how these responses impact a situation, lead an effective conflict management conversation, and describe the positive results of conflict that is successfully managed. In this program participants will use a four-step process to manage their workplace conflict situations, and demonstrate interpersonal skills which can be used to manage conflict.
Page8 Customer Service: Keeping Your Cool When Your Customer Loses Theirs Customer Service: Little Things Matter Customer Service: Proactive Actions Customer Service: Techniques for Solving Problems Fearless Facilitation: How to Lead Effective Meetings Fearless Facilitation: Conducting Effective Training Generations M.E.E.T. for Respect in the Workplace for Employees Hiring: Using Behavioral Interviewing Just Be F.A.I.R: A Practical Approach to Diversity in the Workplace I Wish My Would Just By developing the skills and confidence to successfully deescalate and resolve even the angriest customer s issues, you will have greater job satisfaction, reduced stress and increased performance. Your organization will benefit too from your satisfaction, plus they will see an increase in sales with better customer retention. This course is about providing exceptional service by adding little extras to your customer interactions. Whether it's adapting a positive attitude, providing more than the customer asked for or simply delivering consistent service every single time, the extras do not have to be expensive nor revolutionary. Customers have come to expect average customer service. This course will take your skills to the next level by learning how to deliver proactive customer service with each and every customer interaction. Proactive customer service will not only be appreciated by your customers, but it will allow your company to stand out among the competition as superior service provide This course demonstrates realistic customer service problems that can frustrate both customers and employees. Participants will explore each scenario to discover proactive techniques that lead to solutions which satisfy the customer, the employee and their organization. This course is appropriate for front-line employees who have contact with customers on the phone, email or face-to-face. Designed to build confidence and competence in leading effective meetings. Fearless Facilitation: How to Lead Effective Meetings will teach meeting leaders how to achieve desired results and manage relationships and processes at the same time. Turn ineffective training into highly productive sessions. With workers from four generations now active in the workforce, the potential for misunderstanding, frustration and conflict puts increasing pressure on productivity. To turn that challenge into a competitive advantage, this program applies the M.E.E.T. approach to the complexities of effectively working in and managing a multi-age workforce. This course will show participants how to view employee selection as a process focusing on fairness, consistency and applicant qualifications. Participants will review a variety of hiring tools they may wish to adapt for use within their organizations, with a special emphasis on the use of behavioral interviewing techniques. In this session participants will learn the F.A.I.R. approach to diversity, which will promote inclusion and cultural competency in the workplace. Employees speaking out about what their managers could do to help them be successful. A fantastic look into what employees are really thinking about their manager/supervisor relationship. Included are honest tips on Management and Supervision. Impact of Effective Feedback By viewing themselves as coaches, managers have an incredible opportunity to develop each member of their team. Participants will be introduced to simple step-by-step processes for giving positive and constructive feedback which will help them guide performance and maximize success. L.E.A.D. With Integrity: Promoting a Culture of Ethical Conduct and Compliance Help managers and supervisors step up to the daily task of promoting ethical conduct and ensuring compliance. Using the L.E.A.D. model your managers, directors, supervisors and team leaders will develop the skills needed to foster, influence and sustain a culture of ethics and compliance.
Page9 Leadership Styles This course focuses on two themes: how effective leaders adapt their style to the situation and the individuals involved, and how effective leadership behaviors can be developed. Participants are introduced to emotional intelligence as a way to understand when to use different leadership styles and how to uncover opportunities for personal development. Let s T.A.L.K: Handling the Difficult Performance Appraisal Let s T.A.L.K. is designed to assist managers and supervisors in dealing with difficult performance appraisal situations. The performance appraisal process is part of an ongoing, year-round process of giving constant feedback and support, making sure people know what is expected and setting goals for the future. Management Skills Developing your skills as a manager is essential to your success and the success of your team. This course focuses on the differences between a and a Leader, identifying your Personal Management Style, and the Skills of an Effective. By the end of this session, you will understand more about your strengths and weaknesses and have a plan of how to improve yourself as a manager! Managing Across Generations Research shows that different generations of workers have different work patterns, priorities and types of rewards that they seek. This course will help participants learn how to "connect" with each other and see the things that really drive us at work. Managing Change Change is inevitable. How you deal with and manage change is the key. This course offers the opportunity to discover how you react to change as well as provide essential tools to use when leading change in the workplace Managing Remote Teams Leaders who have to manage from a distance face unique challenges. How do you guarantee top performance from people you see only infrequently? How you help people work together when they aren t colocated? How do you deal with the challenges of motivation and coaching from afar? Mentoring Mentoring is different from managing or coaching. This course explores those differences and shows participants why mentoring is beneficial and how to establish these relationships. While it provides an explanation of the difference between formal and informal mentoring, the course centers around informal mentoring. Motivation. Dream it. Walk it. Believe it. Once and For All: Resolving Performance Challenges Peer Today. Boss Tomorrow: Navigating Your Changing Role Preventing Harassment for Employees Preventing Harassment for s TotalSource Through universal principles, interviews with real people and hands-on lessons, employees learn to develop and execute a plan and explore why faith in themselves is critical to reaching their goals A straightforward, yet entertaining approach to delivering the message that dealing with employee performance challenges is rarely easy or quick. But not taking effective actions can be damaging and more time-consuming not to mention the lost productivity. Help newly promoted managers/supervisors navigate their changing roles and have immediate impact! Climb in the proverbial camper for an enlightening road trip with five friends who share experience and insights about making successful transitions from peer to boss. Participants in this session will learn to define harassment and understand the implications of harassment in the workplace, recognize harassment and interpret the company policy, employee expectations and who to turn to for assistance. Participants in this session will learn how to define, understand and recognize workplace harassment, describe examples and identify harassing conduct, explain employer liability for harassment, describe the recommendations for an effective harassment policy/prevention program and how to respond to employee complaints.
Page10 Preventing Harassment for California s TotalSource Progressive Discipline Process Participants in this session will learn how to describe harassment from both the federal and state perspectives, describe behaviors that create or contribute to sexual harassment, identify the essential factors of an effective harassment prevention program and their role in that program, and explain the steps they should take as a manager or supervisor if harassment or questionable behavior occurs. This course will help managers understand the purpose of progressive discipline and how to apply this process to their workplace. Participants will explore the steps involved in the progressive discipline process and the elements of proper documentation. Rewards and Recognition Whether an employee goes the extra mile or team results are a cause for celebration, an appropriate reward and recognition program will allow you to show your appreciation, while motivating employees. This course helps learners explore options and approaches that may be used to create an effective recognition and reward program Retaining the Good Ones This session will help supervisors and managers learn why people move from job to job, and what causes this movement. Discover the critical leadership skills that will help retain talented people in your company. An emphasis will be placed on ways to communicate with, reward, and challenge their valuable employees. Stress Management The Courage To Coach: A Common Sense Approach to Confronting Tough Employee Performance Situations NEW! The Power of Performance Appraisals Time Management: More Minutes for YOU Time Management: Getting Out From Under the Avalanche of To-Dos Training Bytes: Achieving Communication Excellence In this session participants will learn how to describe the nature and sources of workplace stress, explain how stress can impact health and identify skills to use in reducing stress. The Courage to Coach provides a clear, easy-to- use model that will help you think things through in order to arrive at the most appropriate method for dealing with the employee and getting them back on track. This session is dedicated to an understanding of the steps in the performance appraisal process. The session will also explore rating factors, how to rate and provide effective comments. Finally there will be discussion about SMART goals for the coming year. This is a basic course suitable for any employee who wants to be effective in managing their time and workloads. Learners will explore the biggest challenges in managing their time and tools and methods for overcoming those challenges. Do you start and end your day overwhelmed, wondering exactly you've accomplished? Too often, we plan our days (or not) only to spend them putting out brushfires that pop up. We feel as though we've worked hard, but in reality we aren't making much headway on our priorities. Even with a to-do list, most people use the quantity-over-quality approach: they feel more accomplished when can check 20 things off their list; never mind the fact that the one thing left over is 100 times more important than all the others combined. Does this sound like you? If so, this class can help you get out from under that avalanche of to-do's and on the path to true productively. Effective interpersonal skills are at the heart of every successful project, team and organization. As long as there are individuals interacting in the workplace, there is a need for sharpened communication skills to diffuse potential problems, increase productivity and accelerate results. Accelerate the personal effectiveness and interpersonal abilities of your employees with a program focused on communication skills. In three, straight-to-the-point modules, employees will experience focused learning on how to effectively listen, communicate and give and receive feedback.
Page11 Training Bytes: Increasing Your Emotional Intelligence Training Bytes: Managing Your Own Productivity Often when faced with workplace challenges and obstacles, people succumb to self-defeating behaviors and negative emotions, which slow career development and diminish overall results. Learning to remain positive and keep emotions in check can build interpersonal skills and individual resiliency. Give your emerging leaders new insight into why individual responsibility and initiative are essential to personal and team success. We Need to M.E.E.T.: Managing for Respect in the Workplace NEW! WorkSmarts: How to Get Along, Get Noticed and Get Ahead We Need to M.E.E.T. will provide your managers with the skills necessary to take action when needed to meet organizational requirements and maintain a respectful workplace. When people believe that who they are and what they do is respected, conflict, tension, complaints, grievances, turnover and lawsuits go down while retention, teamwork, communication, morale and productivity go up. The end result is a workplace where people want to come and stay. Success isn t just about the job you do it s also about how you do it. Communicating effectively, working well with others, staying positive and flexible in the face of change these are essentials for helping new employees become productive as quickly as possible