CHALLENGES OF SUPERVISION:
A WORKSHOP FOR FIRST-LEVEL SUPERVISORS - 1.2 CEU
WORKSHOP OVERVIEW:
This workshop focuses on the challenges, opportunities and demands placed on first-level supervisors in state agencies at this time when productivity management is a requirement. The critical skills necessary for effective supervision will be examined and opportunities provided to develop "action learning plans" to improve specific skills such as communication, listening, motivation, delegation, planning or team building.
WHO SHOULD ATTEND:
First-level supervisors and other key staff.
OBJECTIVES:
Participants will:
- Identify key differences between the roles of being an employee and that of a supervisor/manager as well as discuss problems encountered in making a change of roles.
- Assess at least two cases reflecting motivation, delegation and control, communication, or leadership.
- Differentiate between three types of controls: steering, yes/no, and post facto controls.
- Apply the DOA concept of employee motivation to several employee types.
- Complete at least one self-development/course application sheet
OUTLINE:
A. Qualities of an Effective Supervisor
B. Identification of Critical Supervisory Skills
C. Skill Application and Practice
D. Developing an Action Learning and an Individual Development Plan
LEF COMPETENCIES:
Cultural Awareness, Team Building, Human Resource Management
HRD006 CPM REQUIRED
CHANGE MANAGEMENT - 0.6 CEU
WORKSHOP OVERVIEW:
Change continues to be the major constant at work in the new century. This course will help managers and supervisors practice methods for implementing change within their organization in a successful manner.
WHO SHOULD ATTEND:
Managers, supervisors, and senior staff who need to increase their productivity and efficiency by developing effective skills at managing change in their organization.
OBJECTIVES:
Participants will:
- Describe the four phases of any major change in an organization or personal situation
- Demonstrate the use of at least two methods of managing desired change.
- List at least three ways they can adapt themselves to changes at work with minimal stress.
OUTLINE:
I. Change Self-Assessment
II. Organizational Response to Change
III. Models for Managing change:
A. Force Field Analysis
B. Systems Approach
C. Grief Model
D. Other Current Models
IV. Managing Personal Change
LEF COMPETENCIES:
Flexibility, Creativity and Innovation, Vision, Continual Learning
HRD007
COACHING AND MENTORING - 0.6 CEU
WORKSHOP OVERVIEW:
Few managers have the luxury of directing a fully-trained staff. Changing demands and new technology are but two of the reasons for this deficit.
This workshop is designed to help identify why people don’t do what they are supposed to do, or, conversely, why they do what they are not supposed to do. Participants will practice coaching techniques to address these issues, as well as identify ways to mentor staff for greater productivity.
HRD074
CONTROLLING BUDGETS THROUGH AGENCY RISK MANAGEMENT: AN OVERVIEW-- 0.6 CEU
WORKSHOP OVERVIEW:
Implementing and practicing Risk Management techniques can save your agency precious money needed for executing your core business functions. This course will familiarize you with the fundamental functions of risk management and the role you play, knowingly or unknowingly. Familiarity with the risk management process will enable you to take an active role in reducing needless expense to your agency, thereby saving money to be used for strategic issues.
WHO SHOULD ATTEND:
Agency supervisors, especially Directors, Risk Managers, Risk Coordinators, Safety Coordinators, Financial Officers, and Attorneys.
OBJECTIVES:
To demonstrate the connection between Risk Management activities and an agency's budget and better prepare them for their role in Risk Management by:
(1) Providing an overview of the Risk Management Process.
(2) Familiarizing agency supervisors with the fundamental functions within Risk Management.
(3) Familiarizing agency supervisors with basic Risk Management terms.
(4) Preparing agency supervisors for more in-depth study of each of the fundamental functions planned as part of the Risk Management Development Series.
(5) Preparing agency supervisors for their role in the State Risk Management Program.
HRD068
CULTURAL COMPETENCY - 0.6 CEU'S
WORKSHOP OVERVIEW:
In today’s world, it is increasingly important to work and live together with people from diverse backgrounds. Prejudices, fears, and stereotyping about people who are different from us are learned behaviors that often interfere with healthy communication and trust between individuals and groups of different racial, ethnic, and cultural backgrounds. Since these behaviors are learned, they can also be unlearned.
WHO SHOULD ATTEND:
Employees, managers, and supervisors who want to improve their ability to work with others.
OBJECTIVES:
Participants will:
1. Understand the elements of cultural competence
2. Be able to describe several theories of cultural competence
3. Understand how the stages of cultural competence affect interactions
4. Understand some barriers to cross-cultural team relationships
OUTLINE:
A. What is cultural competence?
B. The importance of cultural competence
C. Skills necessary to work effectively in a diverse workplace
D. How to build multicultural teams
E. Action Planning
LEF COMPETENCIES:
Interpersonal skills, Team Building, Managing Diverse Workforce, Conflict Management
HRD075
CUSTOMER SERVICE: A LOST ART - 0.6 CEU
WORKSHOP OVERVIEW:
This one day workshop is designed to go “back to the basics” of customer service. Through break out groups and self assessments participants gain a perspective of areas of strength and areas of growth.
WHO SHOULD ATTEND:
Managers, supervisors and administrative professionals.
OBJECTIVES:
Participants will:
1. Describe the five (5) areas by which customers measure the quality of service.
2. Be able to overcome the barriers that keep one from giving good customer service .
3. List the five (5) steps to quality customer service.
4. Identify the four (4) basic human needs.
5. Practice good telephone etiquette.
OUTLINE:
A. Why do Customers Leave
B. Self-Assessment
C. The Invisible Man
D. The Five Steps to Quality Customer Service
E. Give ‘em the Pickle
F. Johnny the Bagger
HRD061 CPM REQUIRED
