Professional Development

Coaching Strategies & Techniques

In this course participants will learn tools and techniques for effective coaching. All are welcome especially those who are supervisors, managers, coordinators, and team leads providing feedback and coaching to employees. The training will include: 7 types of coaching, coaching styles, setting expectations as coaches, tools and techniques and scenario based exercises.

College 101 – What should I know as a parent

This is an interactive College 101 session that is designed for staff who are parents/guardians of high school students or for staff who are interested in pursuing a college education. This session will cover the college basics: how to choose a college, how to pay for college, choosing a major, and what services are available to college students.

Communication Series

Art of Communication -- This session focuses on the communication process and the role it plays in customer service.  We will discuss the communication process, barriers and obstacles, the value of first impressions, open vs. closed-ended questions, and other key points that define artful communication. By the end of this session, you should have identified at least one or two situations in which you can improve your communication and develop a plan of action to incorporate these improvements.

Listening for Success -- Although we talk and listen to each other, we may be lacking in effective listening skills which hinders our ability for productive communication.  This session will address areas identified during the Denison Survey that will help improve your listening skills.  We will discuss listening tips and techniques which will assist you in improving your abilities to clarify messages, understand problems and build relationships.

 Beyond Words: Body Language -- This session will take a closer look at the role of body language in the communication process. We will discuss how to read body language cues our customers use to communicate with us, and the role our body language plays in communicating with them. By the end of this course, you will have identified positive body language cues that you can use to improve your communication and customer service skills.

Internal Language -- This session will identify internal acronyms and slang we use on a daily basis and discuss how this internal language impacts the customer service experience.  By the end of this session, you will have identified words and phrases from your internal language and identified an optional way of saying/using these words that will help improve the way you communicate.

Customer Service Fundamentals

In an effort to address Denison Survey results, this session will explore the fundamentals of customer service.  This includes the impact of a positive service mentality, understanding the customer's viewpoint, as well as identifying both good and bad customer service.  At the end of this session, you should leave with a new awareness of the needs of both your internal and external customers and the role you play when serving customers.

Effective Interviewing

This course will help you enhance your skills conducting comprehensive and legal interviews which will enable you to select the best candidate. The training will include the following topics: preparing for an interview, setting the tone, gathering information from applicants, what are legal and illegal questions, closing an interview, and scenario-based exercises.

E-mail Etiquette

This session will look at the importance of e-mail etiquette both formally and informally within the organization. This session will benefit anyone who has a question or two about how to send or receive e-mail communication.

Employee Annual Staff Performance Evaluation Training

Training will cover the new On-line Staff Performance Evaluation automated system which is now in EIS (PeopleSoft). We will cover the system process for completing the Employee Self-Evaluation and how the evaluation process will occur in EIS.

HRS Employee Relations & EEO Q&A

Have you ever had questions that you wanted to ask Employee Relations or EEO? Are you familiar with the policies and procedures here at the HSC? This session is an opportunity for you to get to know the Employee Relations and EEO team. They will cover a wide range of topics. This session is open to both employees and Supervisors.

Introduction to Critical Thinking

This session will assist you in making better decisions through critical thinking and creative problem solving and learning how to adapt to different thinking styles in group and team environments. Recognize and remove barriers to individual and group performance to foster an innovative work environment. Systematically analyze any given problem. Present your ideas clearly and concisely for maximum buy-in and value.

Introduction to Generations – Part I

Are you working with co-workers of different generations? Does working with different generations affect your department? This session will introduce the various generations, help you gain a better understanding of each group, and cover ways to help you better communicate.

Managing and Motivating Generations – Part II

Are you leading a team composed of individuals from different generations? Do you need to learn different skills for working with people of many generations? This training will build upon the "Introduction to Generations" in the Workplace training on March 20, looking at ways in which you can motivate, create great team synergy, and manage each particular generation.

Performance Management

This session will focus on how to discuss, coach, and direct performance with employees relating to the probationary, feedback, and annual review. This session is intended for Supervisors only.

Providing Effective Employee Feedback

This class that will help in enhancing communication, generate new and better ideas, and support institutional goals. Tools and techniques will be provided to help employees understand where they stand and keeps performance on track.

Supervisor Annual Staff Performance Evaluation Training

This training is intended for those who evaluate/supervise employees. Training will cover the new on-line process in EIS (PeopleSoft). Intended for Supervisors only.

Stress Management

In this session you will learn tools and techniques to managing stress; including ways to handle situations you encounter every day. We will look at ways to understand stress, why we react as we do, and look at techniques to address stressful situations.

Telephone Etiquette: It’s Not Just Answering the Phone

In an effort to address the Denison Survey results, this session will address basic telephone etiquette as well as explore the critical elements of customer service in relationship to telephone conversations.  We will discuss the importance of a positive first and lasting impression, explore productive language for business calls, identify basics for handling complaints and solving problems over the phone, all while maintaining a positive customer service attitude.  This class is for everyone who deals with customers over the phone, and will provide you with tips and techniques that will help you improve your telephone image.