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
M001 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
M306
THE CHANGING WORKPLACE - 1.2 CEU
WORKSHOP OVERVIEW:
One world trend that continues unabated is the changing nature of the workplace. This two-day course will review and examine major changes in the nature of work from the perspective of the state government manager or supervisor.
WHO SHOULD ATTEND:
State agency executives, managers, and key staff who must be continually aware of the changing nature of the workplace.
OBJECTIVES:
Participants will be able to . . .
- Identify at least three workplace trends expected within the next five years.
- List at least three actions the participant can take to prepare for workplace changes.
- Develop an action plan for identifying unexpected workplace changes.
OUTLINE:
Day one, morning—
Course overview
Complex Thinking: outside the box, inside the sphere, with five points of view
Day one, afternoon--
Managing in an Internet world.
Day two, morning--
Technology and privacy
Day two, afternoon--
Learned optimism
LEF COMPETENCIES:
Vision, external awareness, strategic thinking, flexibility.
WORKSHOP OVERVIEW:
Since a large portion of any manager's or supervisor's time is spent in group meetings, managers and supervisors must use that time efficiently and effectively. This workshop is designed to assist managers in getting the most out of the time they must spend in meetings, whether leading or participating in the group activity.
WHO SHOULD ATTEND:
Managers, supervisors and senior level professional/technical personnel.
OBJECTIVES:
Participants will:
- Define the characteristics of a group and the characteristics of a meeting.
- Identify group participant roles and demonstrate two in simulation.
- Identify and define differences between types of group meetings.
- Complete a plan for at least one group meeting type.
- Conduct and critique a simulated group meeting.
OUTLINE:
A. Factors That Contribute to Effective Group Meetings
B. Barriers to Effective Group Meetings
C. When to Hold a Group Meeting
D. Leadership Styles and Their Impact on Group Meetings
E. Techniques for Plan, Structure, and Control Group Meetings
LEF COMPETENCIES:
Team Building, Cultural Awareness, Interpersonal Skills
M031CPM REQUIRED
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.
M136
CUSTOMERSERVICE: 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 - LEVEL I
