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Training - C3 - Trust/Accountability Courses

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Building Trust - WBT

One of the most important and valued characteristics of a well led team or organization is trust. Gaining the trust of those you supervise is vital to your success. Trust may take some time and effort to earn, but it can be destroyed in an instant by careless or thoughtless actions. This course is designed to help the supervisor gain, maintain, and if necessary rebuild the level of trust within his or her team.

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

TRAINING HOURS: 3

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 3: Crisis Prevention Techniques - WBT

This course teaches you simple techniques to get through even the worst customer service interaction with confidence. Many of these techniques are similar to those used by first responders, police officers, and therapists who are regularly exposed to potentially unfavorable situations.

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.

Developing a Motivated Workgroup (1 Day)

Developing a Motivated Workgroup is a 1-day course designed for supervisors to learn motivational strategies and goal setting as components of managing employee performance. Areas covered during this course include linking goal setting with individual action plans and strategies, objectives, and agency goals. Class exercises include practical techniques to improve and maintain motivation.

Job/Learning Outcomes:
- Create a strong foundation for workgroup processes
- Analyze the motivators of workforce members
- Apply targeted strategies to create a positive, motivating environment

TRAINING HOURS: 6

Emotional Intelligence I - 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.

Emotional Intelligence II - WBT

To lead in today’s world, one must possess Emotional Intelligence. Leaders are judged by how well they handle themselves and their employees. Focusing on the social competencies, this course will help you increase your social awareness, effectively manage your relationships, and improve the emotional intelligence of your team. The CPTP course, Emotional Intelligence 1: Personal Competence, focused on self-awareness, self-management, and self-motivation. This course builds on those practices and applies them to interpersonal situations. Upon completion of this course, you will be able to explain social competence and its role in the workplace, apply practices to increase your social awareness, use techniques to improve your relationship management, and implement strategies to improve collaboration and teamwork.

Emotional Intelligence III (1/2) Day

Emotional Intelligence III: Putting Emotional Intelligence to Work (1/2 Day)

This half-day instructor-led course is designed to allow participants to practice strategies that improve self-awareness and relationship management. Hands-on activities stress the identification, the analysis, and the importance of managing one’s emotions and recognizing their effect on interactions and workplace culture. This class is open to anyone seeking to learn how their own and others’ emotions impact their productivity, as well as how to respond constructively and objectively to others’ emotions.

Training Objectives:

  • Identify how emotions impact productivity.
  • Recognize situations that trigger your own strong emotions.
  • Recognize and respond to others’ strong emotions constructively and objectively.
  • Practice techniques to manage strong emotions effectively.

This course is open to anyone.

PREREQUISITES: Completion of these two web courses is required before enrolling in Emotional Intelligence III:

  • Emotional Intelligence I WBT
  • Emotional Intelligence II WBT

Training Hours: 3

Ethical Behavior in the Workplace (1 Day)

This 1-day course will help participants learn how to evaluate work situations to identify potential ethical problems and conflicts of interest. Participants will learn how to comply with rules and/or laws governing potential areas of conflict, promote awareness of ethical behavior in work groups, and anticipate the implications of words and actions within work group goals.

Learning Objectives:
-Evaluate work situations, identify potential ethical problems and/or conflicts of interest, and recommend appropriate behavior
-Develop a plan to comply with rules governing the most prevalent potential areas of conflict, including acceptance of gratuities, maintaining impartiality, and the disclosure of information
-Develop a plan to promote awareness of ethical behavior in the work group

Job Outcomes:
-Models and encourages high standards of honesty and integrity
-Promotes ethical practices in all organizational activities
-Applies department/office policies in a consistent manner
-Demonstrates consistency between words and actions
-Exercises power, authority, and influence appropriately to achieve department/office goals

This class is open to all employees.

TRAINING HOURS: 6

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.

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.

Prohibited Political Activities - WBT

This course features the video, Prohibited Political Activities, which highlights the political activities that classified state employees are prohibited from doing as well as those in which they may partake.

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 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.

TRAINING HOURS: 6

Validating Employee Performance - WBT

This course provides managers with tips on how to objectively document workplace performance for their employees. It also discusses the appeals process and how a manager can best prepare himself/herself for this process. Intended for state supervisors in Supervisory Group 1.