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Training - C2 - High Performance Teams Courses

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Addressing Emotions at Work (1/2 day)

The purpose of this ½-day course is to provide strategies to address your own strong emotions and, when appropriate, those of people with whom you work.

Learning Objectives:
– Identify the impact of emotions on your own productivity
– Identify factors that cause your emotions to intensify, so you can manage them more effectively
– Choose and apply techniques to address your own strong emotions, so you can focus on getting work done
– Take positive action to help others manage their emotions when appropriate
– Respond to the strong emotions of others in a constructive and objective way

Job Outcome
- Considers and responds appropriately to the needs, feelings, and capabilities of all individuals

This course is open to all employees.


Benchmarking Basics – WBT

This course is designed to help you discover new ways to stay at the top of the competitive high-performance chain by providing you with a basic understanding of benchmarking and the process involved in using benchmarking to increase performance.

Basics of Instructional Design (1 day)

This one-day course is designed to help subject matter experts and other non-trainers develop training for their agencies. Participants will discuss and apply instructional design models, adult learning principles, multiple intelligence theory, and learning preferences to determine training needs and create effective and engaging training.

This course is part of the Master Trainer Certificate.


– Apply the concepts of instructional design
– Design and develop effective training materials
– Select activities and tools that will aid in the understanding of course topics
– Evaluate training for continuous improvement


This course is designed for beginning training and development professionals as well as subject matter experts for whom training is a secondary duty.


Building Better Performance through Employee Skill Development (1/2 Day)

This 1/2-day course highlights the fact that managers and supervisors must ensure that employees have both the necessary job skills and opportunities for learning transfer. The primary purpose of this course is to share strategies and techniques that can be used before, during, and after training to ensure support for the transfer of knowledge and skills to improve performance on the job. The strategies and techniques for transferring learning are presented in the course and a brief introduction to the many performance factors that can play important roles in the employee training process are presented in this course. Class participants are encouraged to examine their work environments carefully in order to recognize the factors that may be affecting worker performance. The information in this course enables all of the stakeholders involved in a training intervention to play their respective roles in ensuring that transfer of learning occurs.

Learning Objectives:
- Apply strategies to work with employees to identify training needed to perform their job duties
- Apply strategies to structure work activities to enhance employee skill development (i.e., OJT)
- Develop a plan to promote transfer of learning to enhance job performance

Job Outcomes:
- Provide opportunities for employee orientation, training, and development


Change Management – WBT

Change is difficult, especially in organizations. Any type of change upsets the established "norm" and creates an adjustment period for those involved. Organizations cannot change unless people change. As a leader, if you want to facilitate change in your area, having a vision for change is not enough. You need to understand people. This course will give you strategies to help you implement, manage, and sustain change within your area. After completing this course, you will be able to explain the basic principles of change management, determine strategies for implementing change initiatives, apply change management strategies to sustain change initiatives, and utilize the principles of change management to facilitate change initiatives.

Communicating Top Down Messages - WBT

This course discusses strategies for effectively communicating within the chain of command. Specifically designed for leaders and supervisors, this course teaches strategies for delivering top down communication.

Communicating within the Chain of Command - WBT

This course discusses strategies for effective communication within the chain of command. After you complete this course, you will be able to: Explain the advantages and disadvantages of Vertical Communication, Apply strategies for effectively communicating information to subordinates, Apply strategies for effectively receiving information from supervisors, Customize information for specific audiences by adapting your communication style.

Conducting an Effective Job Interview (1 Day)

This 1-day class discusses strategies and techniques to develop a consistent system to evaluate employment candidates and select the most qualified candidate.

Participants will learn how to
- apply the basic requirements of employment laws
- perform a skills analysis and prepare behavior-based interview questions for use in an employment interview
- demonstrate effective interviewing skills
- assess the qualifications of candidates for a specific job opening,
- evaluate their current interviewing skills to develop an action plan for improvement.

Learning Objectives:
- Develop a consistent system to evaluate candidates and select the most qualified candidate.
- Apply the basic requirements of employment law to specific work-related situations
- Perform a skill analysis and prepare behavior-based interview questions for use in an employment interview
- Demonstrate effective interviewing skills
- Assess qualifications of candidates for a specific job opening
- Evaluate current interviewing skills and develop an action plan for improvement

Job Outcomes:
- Takes an active role in recruiting and retaining staff

This class is open to all employees who participate in the hiring process.


Conflict Management 2016 (1/2 Day)


1/2 day class provides practical application of the conflict management model described in CPTP Conflict Management WBT. Learners will practice analyzing conflict situations and apply appropriate management techniques. Additionally, practice is given in assertive communication strategies.

This class is open to all employees.

Learning Outcomes:
– Analyze conflict situations to determine underlying causes and effects.
– Use targeted strategies to resolve and manage conflict situations.


Conflict Management - WBT

This course provides you with a basic understanding of conflict management. While taking this course, you will learn about the areas of conflict, how conflict affects you and others, and what conflict management style you most often use. This course also provides you with a Conflict Resolution Model that can be used as a guide to help you manage and resolve conflicts as they arise.

Correcting Performance Problems (1/2 Day)

This ½-day class is designed to provide supervisors with the necessary skills for addressing recurring or serious performance problems to help an individual get their performance back on track.

Learning Objectives:
- Discuss consequences of not confronting poor performance < br /> - Decide when to conduct conversations about poor performance
- Determine key actions for correcting performance problems
- Plan a conversation for correcting performance problems
- Practice a conversation for correcting performance problems
- Develop an action plan for implementing new techniques in the workplace

Job Outcomes:
- Recognizes why leaders postpone correcting performance problems
- Describes the consequences of postponing action of correcting poor performance.
- Identifies performance situations that call for corrective action
- Explains the benefits of collecting/documenting background information prior to discussing performance concerns
- Demonstrates a set of key actions for correcting performance problems
- Conducts focused conversations about poor performance that result in performance improvement


Customer Service 2: Customer Relationship Management - WBT

This is the second course in this series which shows you how to use the 4 steps in the customer interactions cycle to manage customer relationships and provides the opportunity for realistic scenario practice.

Customer Service Overview:  Creating a Solid Foundation - WBT

Customer Service Overview: Creating a Solid Foundation is the first in this series, and is designed to give the learner a clearer understanding of what customer service is, why customer service is important, who customer service affects, and the customer’s most basic needs. This course is not only designed to benefit employees who directly work with customers but also to assist in providing learners with best practices for working with other employees in their and other agencies. A downloadable Customer Service Guide e-book that recaps all of the course’s main points is available in the resources attached to the course. This course uses adaptive testing – the test changes with each answer given – within a realistic scenario that requires the learner to take a customer call using skills learned in the course and provide the customer with a positive solution.

Dealing with Change (1 Day)

This 1-day course will help participants implement strategies to help themselves adapt to various changes in their work situations. Participants will learn how to identify areas of resistance and negative mental models, manage their personal reactions to change, apply techniques that will foster creativity and innovation during the change process, and identify ways to be proactive when changes are being implemented.

Learning Objectives:
- Responds constructively to change and setbacks
- Modifies behavior and work methods in response to new information, changing conditions, or unexpected obstacles
- Adjusts as quickly as possible to new situations that need attention
- Helps to create a work climate that encourages and recognizes innovation
- Proactively manages conflict that results from change

Job Outcomes
- Apply change process steps to reduce resistance to change
- Manage reactions to change using an individual transition model
- Analyze mental models that influence change
- Apply techniques that will foster creativity and innovation during the change process
- Apply strategies and techniques to help create an empowering work climate

This course is open to all employees.


Dealing with Difficult People - WBT

This online course examines the facets of dealing with difficult people including motivators, behaviors, and tips.

Delegating Effectively (1/2 Day)

This ½-day course will help supervisors make decisions when confronted with activities which require the assistance of others. Delegation is more than just asking for assistance from a co-worker. Delegation requires the ability to see expertise in others in relation to projects being delegated and letting go of projects once they have been delegated.

Learning Objectives:
- Recognize the common reasons why people choose not to delegate
- Identify means for breaking the cycle of ineffective delegation
- Identify reasons for not delegating effectively
- Develop methods for effectively delegating within a work group

Job Outcomes:
- Identifies and understands interests and positions of others
- Builds productive working relationships with key individuals and groups
- Understands job expertise required by staff to do their work
- Remains open to new ideas and approaches.
- Delegates authority with responsibility


Developing Effective Teams 1 - WBT

Communication is made up of a variety of different aspects and impacts your professional and personal lives daily. This course will help you to recognize each feature of communication and will provide you with tips to help you reach maximum communication potential. Having an understanding of and practicing these communication basics can improve your team’s cohesion and increase productivity.

Developing Effective Teams 2 - WBT

Much of your personality is based on personal preferences. You may be aware of some of these preferences, but you may have some blind spots that limit your self-awareness. This course will help you identify your personality preferences as well as the preferences of your team members. Understanding these preferences can help you understand your personality, improve your relationships, and increase your team’s productivity.

Developing Effective Teams (Part 3) (1 Day)

This 1-day course discusses strategies and techniques for developing effective teams. Participants will learn about the stages of team development, skills essential to working in a team environment, relationship-building roles, strategies for handling team conflict, and problem solving strategies. Discussion will emphasize building and maintaining a sense of community in the workplace.

Learning Objectives:
- Apply the stages of team development to improve work group effectiveness
- Apply basic skills critical to working in a team environment
- Examine the task facilitating and relationship building roles of team members
- Apply strategies to deal with team conflict
- Develop strategies for overcoming problems in teams

Job Outcomes:
- Demonstrates cooperation and teamwork within the department, office, and work group
- Participates in group problem solving and decision making
- Demonstrates open communication with fellow team members
- Demonstrates ability to effectively handle team conflict

This class is open to all employees.

NOTE: Completion of Developing Effective Teams, Parts 1 & 2 is required before enrolling in Part 3.


Developing a Motivated Workgroup (1 Day)

This 1-day course is designed for supervisors to learn strategies for improving and maintaining employee performance. Participants will learn to identify performance issues and problems that are related to employee motivation and to solve those motivation-related performance problems. Participants will also learn to maintain the motivation of employees who are already performing at acceptable or higher levels.

Note: This course is not designed for improving the self-motivation of the participants: it is not a feel-good course.

Learning Objectives:
- Evaluate motivation-related performance problems
- Apply appropriate motivational strategies for given situations

Job Outcomes:
- Motivates employees at all levels to work toward the department’s goals, objectives, and strategies.


Diversity 2016 - WBT

Each person brings a different talent and perspective to the workforce. When we are truly able to pass and knock down the barriers of diversity, we can leverage each person's talent and produce the best quality of work that will increase productivity, decrease conflict, and build relationships. This course will raise your self-awareness to barriers you may be facing and help you achieve your optimal potential by enriching your workplace with creativity, positivity, and harmony.

Documenting and Disciplinary Process (1/2 Day)

Course Description:
This course is designed to aid in the overall development of documentation skills required of supervisors. Participants will learn the documentation necessary for disciplinary action and the principles to ensure accuracy and consistency in documentation.

Learning Outcomes:
1. Learn the documentation standards for disciplinary actions.
2. Learn how to objectively document by listing examples of observable behavior versus stating subjective conclusions.
3. Learn the legal basis for disciplinary actions.
4. Learn a method to document successfully for disciplinary actions.

Training Hours: 3

Effective Performance Evaluation

This 1-day course will examine the various aspects of effective performance evaluation. Upon completion of this course, you will be able to:

- Write performance expectations in order to identify responsibilities, priorities, and measurable goals;
- Clarify performance expectations so that there is no misinterpretation about what is expected from the employee;
- Conduct productive employee performance review sessions which clearly identify areas that need improvement, as well as reinforce strengths;
- Identify important factors to consider in performance ratings to help ensure that ratings are being rendered in an unbiased manner.

Enrollment is open to all levels of management and those with permission from their agency.


Emotional Intelligence 1 - WBT

Emotional intelligence is the foundation for many traits needed in today’s workplace. Success depends, in part, on your personal qualities - such as initiative, creativity, empathy, and adaptability - and your ability to build relationships. This is especially true for people in leadership positions: leaders are judged by how well they handle themselves and their employees. This course will help you discover your personal and leadership strengths. It will also help you identify areas where you can develop as a leader and an individual. Upon completion of this course, you will be able to: explain emotional intelligence, evaluate your own level of emotional intelligence, apply strategies to improve self-awareness, use techniques to manage your own emotions, implement methods to increase your self-motivation.

Ethical Leadership - WBT

This course covers the basics of ethical leadership and is designed to assist in determining possible unethical actions and recognize the differences between ethical and compliance questions. After completion of this course, you will be able to discuss the differences between ethics and compliance, summarize the sources of ethical behavior, recognize the supervisor’s responsibility to model ethical behavior, and describe possible ways to deal with unethical people.

Individual Differences and Diversity in the Workplace (1 Day)

This 1-day course will examine the ways we handle the individual differences among people in the workplace. Participants will learn how and why we have different perceptions about people and how those perceptions can affect teamwork and productivity in positive and negative ways. Participants will practice dealing with different dimensions of diversity in structured exercises and learn how to create a climate in which all employees’ contributions are recognized and appreciated.

Learning Objectives:
- Apply approaches to foster an environment in which people from diverse backgrounds work cooperatively and effectively in achieving organizational goals
- Create a work group that values and understands diversity
- Develop methods, behaviors, and attitudes helpful in managing a diverse workforce

Job Outcomes:
- Recognizes the value of individual differences at all levels of the organization
- Creates a climate in which everyone is respected and recognized for their contributions
- Provides employment and development opportunities to support a diverse group of employees

This class is open to all employees.


Improving Employee Performance through Coaching (1 Day)

This 1-day course presents the coaching process and strategies for improving employee performance. Supervisors will learn to document employee behavior in a consistent and organized manner, to recognize employee performance problems that need coaching, conduct positive and corrective feedback coaching sessions and develop actions plans to enhance employee job performance. In addition to the coaching process, the course also explains what to do if coaching does not work.

Learning Objectives:
- Document employee behavior in a consistent and organized manner
- Diagnose the cause of employee performance problems
- Conduct a positive feedback coaching session
- Conduct a corrective coaching session
- Develop action plans to enhance employee job performance

Job Outcomes:
- Develops others through coaching and mentoring
- Takes appropriate corrective actions with employees
- Recognizes achievement of performance expectations


Inspirational Leadership - WBT

This course will help you to identify those characteristics and principles that will allow you to become an inspirational leader. Upon completion, you will be able to define inspirational leadership, identify the four characteristics of an inspirational leader, identify the eight parts of the inspirational leadership model, and apply strategies to inspire your employees.

Managing Across Generations (1 Day)

This is a 1-day course that enables supervisors to identify and understand the characteristics of the four generations in the workforce. This course also provides information and strategies for managing across generations, communicating with each generation, identifying motivators for each generation, and dealing with conflict across the generations.

Learning Objectives:
- Reframe perceptions and interpretations of others’ behavior
- Adapt your approach to better communicate with others
- Compare and contrast the values and the potential outcomes of generational interaction
- Consider and identify potential problems for an organization when people from different generations fail to communicate effectively.
- Compare and identify differing feedback styles and their impact
- Offer strategies for effective cross generational communication
- Build an awareness of the various generations, their traits, and key motivators

Job Outcomes:
- Communicates ideas and facts verbally in a clear and organized way
- Adjusts style, tone, and level of verbal communication to fit the audience and situation
- Builds productive working relationships with key individuals and groups
- Considers and responds appropriately to the needs, feelings, and capabilities of all individuals
- Treats all individuals with sensitivity and respect
- Recognizes the value of individual differences at all levels of the organization


Managing and Improving Work Processes (1 Day)

This 1-day class examines how work processes impact work effectiveness. Participants will learn how to analyze current work processes, develop a process performance tracking system, break down processes into tasks and apply a process improvement strategy. Skills learned in this class will be applicable to the management of any work process.

Learning Objectives:
- Analyze current work processes using specific tools and techniques
- Illustrate how linked processes affect internal and external customers
- Develop a process performance tracking system
- Apply techniques to break down processes into smaller, less intimidating tasks
- Assess leadership competencies required to process management and improvement

Job Outcomes:
- Manages and plans work as a process rather than focusing only on individual jobs
- Designs work processes to meet the needs of customers of the work group
- Measures and monitors outputs of work processes
- Works to ensure that work processes are as simple as possible
- Changes work processes when a new approach appears better


Motivation and Leadership - WBT

This course will cover the basics of developing as a motivational leader. When you have completed this course you will be able to contrast the various types of power and how they affect motivation, identify the primary qualities of a leader, discuss different types of motivation, describe the factors involved in motivating others, and apply motivational leadership strategies.

Organizational Dynamics - WBT

This course illustrates how organizational dynamics are influenced by individuals and their use (or misuse) of workplace power and politics, as well as the existing organizational culture. When you complete this course, you will be able to: identify the types of power that exist within the workplace, discuss the effects of workplace politics, recognize the symptoms of dysfunction in the workplace, apply solutions to improve organizational health, explain organizational culture and its effects, and apply strategies for cultivating a positive organizational culture.

Planning and Accountability (2 Days)

This 2-day class is designed to facilitate the performance measures phase of the strategic planning process. The course will provide an introduction to the role of performance management, an overview of the strategic planning process, and tools to develop methods to measure results.

Learning Objectives:
- Explain the roles and functions of performance management
- Link performance measurement to the strategic planning process
- Formulate and document performance measures to meet agency objectives
- Use performance measures to gauge performance
- Develop a plan for tracking and updating performance measures

Job Outcomes:
- Applies a long-term perspective when developing strategic plans
- Develops performance measures that fit with the department/office long-term vision
- Adjusts strategic plans in response to changes inside and outside the department

This class open to managers/supervisors and employees involved in their agency’s strategic planning process.


Preparing to Train - WBT

Preparing to facilitate a class is like preparing to run in a race. You don’t wait until the night before to start learning the material. Trainers will tell you – the more prepared you are, the better the class is. This course is designed to help new trainers prepare mentally, emotionally, and physically to facilitate a class. In several brief videos, the trainers at CPTP offer their perspectives, advice, and practical tips to help learners create their own action plan and training routine. A downloadable trainer’s checklist is available under Resources in the course. For the course assessment, a series of reflective activities are used throughout the course.

Preventing Workplace Violence for the Supervisor - WBT

The purpose of this course is to provide the supervisor state employee with basic guidelines on identifying, reporting and dealing with possible violent incidents within the workplace. The learning outcomes for this course are after completion of this course, you will be able to identify warning signs of workplace violence, apply counseling strategies to diffuse potentially violent situations, and determine the safest course of action during an incident of workplace violence.

Preventing Workplace Violence for Non-Supervisors - WBT

The purpose of this course is to provide the non-supervisor state employee with basic guidelines on identifying, reporting and dealing with possible violent incidents within the workplace. The learning outcomes for this course are after completion of this course, you will be able to identify warning signs of workplace violence, explain how to properly report warning signs, determine the safest course of action during an incident of workplace violence.

Prioritizing Tasks with Agency Mission and Values - WBT

Using established time management strategies, this course offers general guidelines and practical techniques for prioritizing tasks using the mission and vision of an agency. Apply time management strategies to determine and address important/urgent tasks. Determine and prioritize mission critical tasks. Discuss the role of Strategic Alignment. Prioritize your own schedule in accordance with agency mission and goals.

Professional Writing Skills (1 Day)


This 1-day class is designed to give participants practice in working with basic business writing concepts. Participants will learn to write in a clear, concise style. Through lecture, examples, and practice exercises, participants will gain confidence in their ability to plan and to structure various forms of professional writing. Participants will learn how to identify and to correct their own grammar and usage problems. Strategies to revise and to proofread work will also be presented. Significant class time is provided for writing practice.

Learning Outcomes:
- Write clear, concise, and action-oriented communication
- Adjust language, style, and level of written communication to fit the purpose and audience
- Maintain a professional and confident tone in your written communication
- Use resources to help you identify and correct grammar and usage problems

This course is open to all employees.


Providing Quality Service (1 Day)

This 1-day class provides a foundation that will help participants address the basic service needs of their customers, as well as providing a usable framework for customer relationship management. Participants will learn how to assess individual situations to identify potential opportunities for providing outstanding customer service. Additionally, participants will learn strategies for dealing with difficult and challenging customers.

While not required pre-requisites to Providing Quality Service, the web-based courses Customer Service Overview WBT and Customer Service 2: Customer Relationship Management WBT provide an excellent background to this course.

Upon completion of this course, you will be able to:
-Identify the various ways in which customer service can be used
-Apply strategies to satisfy and keep customers
-Analyze and respond to difficult customers

This course is open to all employees.


Situational Leadership 1 - WBT

This course will help you examine your beliefs about employees and how these beliefs affect your leadership style. It will also help you expand your options as a supervisor by giving you additional tools you can use in different situations. After you complete this course, you will be able to identify your leadership style, discuss Theory X and Theory Y theories of leadership, apply leadership strategies appropriate to the situation at hand, and avoid common leadership pitfalls

Situational Leadership 2 - WBT

This course builds on the basic theories presented in the Situational Leadership 1 course, by offering you additional leadership strategies and examples of practical application you can use to enhance your team’s performance.

Strategic Alignment - WBT

Strategic alignment uses an agency's mission, vision, and values statements as a guide in the decision making process. This course is designed to help leaders align tasks with these agency standards to increase employee engagement and to achieve agency goals.

Strategic Planning - WBT

This course is intended to help supervisors and employees understand the strategic planning process. It is not designed for upper-level managers involved in strategic planning. Managers who are involved in the strategic planning process should take the CPTP instructor-led course: Planning and Accountability. After you complete this course, you will be able to define strategic planning; explain the purpose and scope of strategic planning; identify the components of a basic strategic plan; and discuss your role in strategic planning.

Strategic Thinking - WBT

This course will give you techniques to help you to become a strategic thinker. It will also help you use strategic thinking on the job, especially in relation to teams or supervisory duties. Upon completion, you will be able to explain strategic thinking and its benefits, identify the traits of strategic thinkers, overcome barriers to strategic thinking, and apply strategic thinking techniques in the workplace.

Strategies for Supervisory Success (1 Day)

Supervision is defined in this book as the first level management of the organization and is concerned with encouraging members of the work unit to contribute positively toward accomplishing the organization’s goals and objectives. Although the definition is simple, the job of supervision is quite complex. The varied work of the supervisor can be difficult to master. Yet mastery of supervision is vital to organizational success because supervisors are the management persons that most employees see and deal with every day. This 1-day class is designed to help participants develop strategies to effectively assume their supervisory roles within their agencies.

Learning Objectives:
- Managing your transition to a supervisory role.
- Build personal credibility.
- Develop work group commitment.
- Implement action planning with agency.

Job Outcomes:
- Outlines actions required to build credibility.
- Identifies strategies to tap into the commitment of others.
- Creates a clear connection between departmental and organizational goals to increase work group commitment.
- Plans for a conversation to build a constructive relationship with your own manager to gain managerial support.


Supervisor's Toolbox: Managing and Improving Work Processes - WBT

This course is designed to give supervisors a variety of tools to manage, analyze, and improve work processes. Seven different tools are covered, including Process Mapping, Role and Responsibility Analysis, and the 5S method. Downloadable templates and other resources are available for each tool to help supervisors apply these methods. This course uses adaptive testing – the test changes with each answer given – within a realistic scenario.