Staff
Staff Workplace Professional Development Certificate
This program offers in-depth training for staff members that builds upon their knowledge and enhances their professional development skills
Each of the certificate program’s three sessions covers a different topic
(Please see specific course for detailed information)
Understanding style differences/Effective communication and listening
May 2, 2013
9:00 – 4:00 pm
Participants will learn:
- Self-awareness of your own behavioral style
- The impact of different behavioral styles with one-on-one and team interactions
- Styles of others & adapt your style to the diverse styles of others
- Communication process and challenges to effective communication
- Management of nonverbal behaviors to reinforce the intent of messages
- The art of asking key questions and active listening skills
Dealing with difficult people/Service excellence
May 9, 2013
9:00 – 4:00 pm
Prerequisite: Day 1: Understanding style differences/Effective communication and listening
Participants will learn:
- Awareness of styles and potential conflict
- Strategies for managing challenging behavior while maintaining self-esteem and confidence
- The importance of respect with positive and negative conflicts situations
- Understanding and skills necessary to accurately reflect to our customers our appreciation for their business
- Best practices for conducting a positive and professional service experience
- Utilizing the standards to gain the skills necessary to implement them consistently in day-to-day activities
Effective problem solving/Team agility
May 23, 2013
9:00 – 4:00 pm
Prerequisite: Day 1: Understanding style differences/Effective communication and listening
Participants will learn:
- The importance of team agility and the transition process
- The transition model to develop strategies for mining the transition process, creating buy in and becoming more agile with team interactions
- William Bridges’ Transition Model to understand three transition phases and how to develop critical success strategies to be more agile and overcome transition challenges
- Steps and key tasks in the problem solving process
- Generating creative solutions using 5-step problem solving process
- How to Determine when to involve others in the problem solving process
How to Sign up
Go to www.umb.edu/training
Click on Upcoming Workshops
Click on Human Resources
Select your course
Contact
For any questions on professional development course offerings please contact Jean MacDonald, Director of Training and Organizational Development in Human Resources at 617-287-5607 or jean.macdonald@umb.edu
