Training and Development In-Person Classes

Spring 2012 Training & Development Training Series

Please pre-register for any of the following classes. Seating is limited. In the event you need to cancel, please do so as soon as possible so the next seat can be filled.

Powerful Communication Skills

Communication is vital for employees to be effective on the job. Success will depend a great deal on the employee's ability to use the right communication method to work collaboratively, all while using advanced active listening skills. This class will include ways of recognizing the different communication styles, identifying communication barriers, and practicing techniques for effective communication. (2 hours)

Conflict Management in the Workplace

This class will examine and discuss how conflict can be used as a positive force for organizational change and development. Specific attention will be focused on the causes and consequences of conflict and strategies for effective conflict management. (2 hours)

Customer Service: Going Above and Beyond

Customer Service is a driven need in any organization. Whether you deal with internal or external customers; or both, all employees at one time or another are involved with handling customers. What makes the difference between ordinary customer service and exceptional customer service is in going the extra mile to satisfy the customer. This class narrows in on understanding the importance of Going Above and Beyond, recognizing how YOU can make a difference in exceeding customers expectations, and identifying customer needs. (2 hours)

Dealing With Difficult Customers

When it comes to customers, handling difficult situations can earn us kudos or break relationships. This class focuses on different types of customers, the importance of building relationships, defusing emotions, and tips for leaving a customer satisfied. (1.5 hours)

Restoring Civility in the Workplace - Part I

Are you tired of dealing with negative behaviors resulting from gossip/rumors, workplace bullying and discrimination? Learn to identify the red flags, how to respond, and how to report instances of a hostile work environment before it becomes intolerable and possibly a legal issue. (2 hours)

Restoring Civility in the Workplace - Part II

Most toxic behaviors are repetitive which makes preparing a response necessary. This class will hone in on how to respond to incivility using certain key words and or phrases, examining case studies and practice responding appropriately using role plays. (2 hours)

Supervisory Classes

Essential Skills for the First-Time KUMC Supervisor or Manager

Stepping into a supervisor or manager role can be an overwhelming transition. According to a CareerBuilder survey, "Twenty-six percent of managers admitted they were not ready to be a leader when they started to manage other employees. Fifty-eight percent said they didn't receive any management training." This class will prepare you to perform in the role of a Supervisor/Manager at KUMC by highlighting Campus History, Organizational Structure, Policies, Change Management, Employee Recognition, etc. (1.5 hours)

Corrective Action

This class focuses on the supervisor's role in the progressive Corrective Action (discipline) process and how to provide guidance to employees to improve work performance and conduct on the job. (1.5 hours)

Performance Management Process (PMP)

This supervisory class focuses on the state's PMP which is designed to encourage open, ongoing communication between Employees and their Supervisors regarding performance issues. The process is a continuous cycle that assists Supervisors in working together with their Classified Employees to establish objectives, monitor progress toward goals, and assess results. (1.5 hours)

Foundations of Diversity: Training Guide for Managers & Supervisors

This course provides insight for managers to develop skills for building and maintaining a diverse workforce. This training provides interactive, interpersonal, and an experience-based learning environment. KUMC's diversity initiative stresses the importance of nurturing diversity and promoting a supportive work environment. (2.5 hours)

Tailoring Classes for Individual Departments

Please call extension 8-5050 to develop and facilitate specific classes on a variety of topics for individual departments or work groups.