Please note: Not every course is offered each semester. Click here for the current course schedule.

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Desktop Productivity

Excel 2003 Level 1 Beginning - 3 hours

In this class you will learn how to create a basic worksheet by entering text, values, and formulas. You will learn how to perform calculations by using Excel's built-in functions. In addition, you will learn how to format information in the worksheet, and how to manage workbooks with multiple worksheets. Finally you will learn how to work with page setup and print options.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

Excel 2003 Level 2 Intermediate - 3 hours

In this class you will learn how to create charts that represent spreadsheet data, modify charts, and customize charts by applying formatting options. You will also learn how to link data within and between workbooks. In addition, you will learn conditional formatting and auditing techniques.

Prerequisite: Excel 2003 Level 1 Beginning

Excel 2003 Level 3 Advanced - 3 hours

This session includes advanced logical functions, subtotals, data validation, pivot tables, macros, scenarios, filters, and worksheet protection.

Prerequisite: Excel 2003 Level 2 Intermediate

Excel 2007 Level 1 Beginning - 3 hours

This module covers the essential concepts of Excel 2007 and spreadsheets, including guidance on how to use the new Excel interface, and how to create a spreadsheet from scratch. This module concentrates on starting Excel, using and customizing the interface, worksheets, basic workbook skills, ranges, simple formulas, copying and moving data, and printing.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

Excel 2007 Level 2 Intermediate - 3 hours

This module considers large or multiple worksheets and how to manage them, the use of range names, more advanced functions, data management, autofiltering and file management.

Prerequisite: Excel 2007 Level 1 Beginning

Excel 2007 Level 3 Advanced - 3 hours

This session includes advanced logical functions, subtotals, data validation, pivot tables, macros, scenarios, filters, and worksheet protection.

Prerequisite: Excel 2007 Level 2 Intermediate

Access 2003 Level 1 Beginning - 3 hours

In this class you will learn how to design and create a simple database. You will learn how to plan, create, edit, and print tables. In addition, you will learn how to produce easy-to-use forms. Finally, you will learn how to create simple queries and how to produce reports.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

Access 2003 Level 2 Intermediate - 3 hours

Participants in this workshop will learn the use of properties in tables and forms which is key to understanding and creating user friendly databases. Advanced queries such as update, create and delete are included to give the user more flexibility. Enhanced report design will be discussed and generated including the generation of labels. Table relationships will be introduced.

Prerequisite: Access 2003 Level 1 Beginning

Access 2003 Level 3 Advanced - 3 hours

In this class you will learn advanced techniques such as sub-forms, calculated control, and expression builder. You will also learn how to explore and evaluate relationships. In addition, you will learn advanced form design, macros, and switchboards.

Prerequisite: Access 2003 Level 2 Intermediate

Access 2007 Level 1 Beginning - 3 hours

This module covers the essential concepts of Access 2007, including guidance on how to use then new Access interface, and topics helping you to create a database from scratch. This module concentrates on designing and editing tables; finding and filtering data; and printing data.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

Access 2007 Level 2 Intermediate - 3 hours

This module concentrates on modifying tables, setting field properties, action query design, the use of operators in queries and advanced query wizards. Students will also learn how to use advanced database features, including importing and exporting data.

Prerequisite: Access 2007 Level 1 Beginning

Access 2007 Level 3 Advanced - 3 hours

Advanced topics such as subforms, calculated control; expression builder; and subforms will be included in this session. Relationships will be explored and evaluated. Advanced form design, macros and switchboards will complete this series.

Prerequisite: Access 2007 Level 2 Intermediate

PowerPoint 2007 Level 1 Beginning - 3 hours

This class is designed for beginning users of PowerPoint. You will learn how to create a presentation; use and format text; use online help; and insert clip art.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

PowerPoint 2007 Level 2 Intermediate - 3 hours

Participants of this workshop will learn to customize presentations by enhancing the masters and working with drawing tools.

Prerequisite: PowerPoint 2007 Level 1 Beginning

PowerPoint 2007 Level 3 Advanced - 3 hours

The purpose of this class is to teach participants how to create, edit, and format tables and organizational charts; use sound, movies, and animation; and customize presentations by using slide masters.

Prerequisite: PowerPoint 2007 Level 2 Intermediate

Photoshop Level 1 Beginning - 3 hours

In this class users will learn how to use Photoshop for both print and the web. Identify the work area and tools in the toolbox, options bar and other palettes. Make basic retouching, straightening and cropping image corrections. Repair photographs with the Clone Stamp, Healing Brush and Patch tools. Work with selection tools to create new images.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

Photoshop Level 2 Intermediate - 3 hours

In this class users will work with layers, applying layer styles, flattening and saving files for the web. Experience how to work with type, create a clipping mask and design elements from type, and work with defined custom shapes. You will also create a multi-image montage.

Prerequisite: Photoshop Level 1 Beginning

Photoshop Level 3 Advanced - 3 hours

Lean how to create original banners and buttons for the web. Use advanced layer techniques and learn to animate GIF images for the web.

Prerequisite: Photoshop Level 2 Intermediate

Adobe Acrobat Basics - 3 hours

This course is designed for all those who work with many file types and applications (e.g. Word, Excel, PowerPoint) and want to present and archive information in a polished format using Adobe Acrobat. In this class you will compare capabilities of Adobe Reader and Adobe Acrobat, compile a list of Acrobat tools most useful to your job, create PDF files from other file types, review settings for Acrobat Distiller, combine multiple files into a single document, and set securities on PDF documents.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

Adobe Acrobat Collaboration - 3 hours

This course is designed for all those who frequently have to share documents with others for review and want to track reviewer comments and streamline the review process using Adobe Acrobat. In this class you will annotate PDF files using editing and commenting tools in Adobe Acrobat. You'll also create a digital signature for signing PDF files that adds additional security to your documents during a review process. You'll practice using the E-mail Review and eEnvelope features for document sharing using Acrobat.

Prerequisite: Adobe Acrobat Basics

Adobe Acrobat Forms - 3 hours

This course is designed for all those who collect information from stakeholders on paper and want to consider collecting this information electronically using forms created with Adobe Acrobat. In this class you will design an electronic form from scratch, create a form from a template, and convert a static PDF form to a fillable form. You'll practice exporting information from a filled form into a spreadsheet or other file type to use in other systems.

Prerequisite: Knowledge of basic Windows file management, such as creating new folders, copying/moving files between folders and drives, and re-naming of files and folders.

Managing Calendars with Outlook 2007- 2 hours

This 2 hour class will discuss the key features of managing calendars in Outlook, including creating recurring appointments/events, managing others calendars, differences between appointments and meeting requests, how to conduct busy searches to streamline meeting scheduling, permissions, plus much more.

Prerequisite: Familiarity with Windows and basic Outlook functions.

Email Best Practices - Online

Click here to launch the E-mail Best Practices online tutorial.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Manual [.pdf]

Creating and Managing Online Surveys - Level 1 - 2 hours

This class introduces you to the basic operation of University's online survey application, EFM Community. You will learn how to create, edit, format, publish, and share surveys. You will create several types of questions, including matrix and conditional branching questions. You will learn how to export survey data and display reports. This is the prerequisite to Creating and Managing Online Surveys, Level 2.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Creating and Managing Online Surveys - Level 2 - 2 hours

This class covers more of the advanced functions of the University's online survey application, EFM Community. You will learn how to import a list of email address and set up an email campaign for a survey. This method provides more efficient communication to the survey participants. You will learn how to edit the end pages that your respondents will see and use free form word processor for advanced editing of survey questions. You will export your survey results into PowerPoint and other applications. Creating and Managing Online Surveys, Level 1 is a prerequisite to this class.

Prerequisites: Creating and Managing Online Surveys - Level 1

What's New in Windows Vista (Hot Session) - 1.5 hours

IMPORTANT! This course serves as the pre-requisite for What's New in Word and PowerPoint 2007, What's New in Outlook 2007, What's New in Access 2007, and What's New in Excel 2007. This course is designed for users familiar with previous versions of Microsoft's Windows operating systems and Microsoft Office. This course will introduce the user to the new Ribbon interface found in Microsoft Word, Excel, PowerPoint, Access, and Outlook 2007, as well as the new features offered in Windows Vista. This course will help participants improve workflow efficiency and business productivity. The new Vista features include: new functions to search for folders and files; new organizational and productivity tools and applications; and new security against online threats and unauthorized access.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

What's New in Access 2007 (Hot Session) - 1.5 hours

IMPORTANT! The What's New in Windows Vista class (either the instructor-led or the online version) is a pre-requisite for this class and must be completed prior to your attending this course. Learn the NEW and enhanced features of Access 2007. Explore the ribbon, and new layout of the window. Security, the new layout view, stacking in forms and reports will be discussed and demonstrated. This course is intended for people with moderate to advanced experience with Access XP or Access 2003.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

What's New in Excel 2007 (Hot Session) - 1.5 hours

IMPORTANT! The What's New in Windows Vista class (either the instructor-led or the online version) is a pre-requisite for this class and must be completed prior to your attending this course. Learn the NEW and enhanced features of Excel 2007. Explore the ribbon, and galleries. Work with improved features in sorting, filtering, conditional formatting, charts and pivot tables. This course is intended for people with moderate to advanced experience with Excel XP or Excel 2003.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

What's New in Outlook 2007 (Hot Session) - 1 hour

IMPORTANT! The What's New in Windows Vista class (either the instructor-led or the online version) is a pre-requisite for this class and must be completed prior to your attending this course. Learn the NEW and enhanced features of Outlook 2007. Work with mail message, managing tasks, scheduling meetings, as well as sharing your calendar. This course is intended for people with moderate to advanced experience with Outlook 2003.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

What's New in Word 2007 - 1 hour

IMPORTANT! The What's New in Windows Vista class (either the instructor-led or the online version) is a pre-requisite for this class and must be completed prior to your attending this course. Learn the NEW and enhanced features of Word 2007. Explore the ribbon, galleries, building blocks and authoring tools, improve the process of document creation and distribution. This course is intended for people with moderate to advanced experience with Word XP or Word 2003.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

What's New in Windows Vista and Office 2007 - Online

Become familiar with the new Vista operating system interface and the new look of Office 2007 and some of it's new elements such as: Vista Security User Efficiency The Office Button The Office Ribbon Getting Help

Click here to launch the What's New in Windows Vista and Office 2007 online course.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Banner Courses

Basic Internet Native Banner Navigation - 3 hours

IMPORTANT! This course serves as the pre-requisite for Pcard Banner Training, Direct Pay and Electronic Invoice Approval, and Creating a Requisition. In this class you will be able to effectively navigate within Internet Native Banner and understand all necessary concepts, features and terms.

Audience: This course is a prerequisite for Pcard Banner Training, Direct Pay and Electronic Invoice Approval, and Creating a Requisition.

Prerequisite: Basic computer skills and proficient use of mouse and keyboard.

PowerPoint Slides [.pdf] Manual [.pdf]

Basic Internet Native Banner Navigation - Online

Click here to launch the Basic Internet Native Banner Navigation online tutorial.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Manual [.pdf]

Creating a Requisition - 3 hours

IMPORTANT! The Basic Internet Native Banner Navigation class (either the instructor-led or online) is a pre-requisite for this class and must be completed prior to your attending this course. Participants in this class will learn how to create a requisition; copy and cancel a requisition; complete the approval process; query requisitions, document history and other forms. This class is recommended for everyone who will be creating requisitions for purchases in Internet Native Banner.

Audience: Everyone who will be creating requisitions for purchases in Internet Native Banner.

Prerequisite: Basic Internet Banner Navigation

Manual [.pdf]

Direct Pay & Electronic Invoice Approval - 3 hours

IMPORTANT! This class has 2 prerequisites--The Basic Internet Native Banner Navigation class (either the instructor-led or online) and the Finance Self Service class must be completed prior to your attending this course. This class covers information necessary for creating direct pay invoices and approving invoices in Banner. Participants will learn how to create direct pay invoices, approve invoices, delete incomplete invoices, query documents, locate check numbers and check dates for paid invoices, and query vendor detail history.

Audience: All those responsible for the creation of Direct Pay Invoices and Approval of Invoices.

Prerequisite: Basic Internet Banner Navigation, Finance Self-Service

Manual [.pdf]

Pcard Banner Polices & Procedures Training - Online

This course is required for all Pcard holders. Faculty and staff approved for use of a UNF Purchasing card (Pcard holders) by their supervisors must attend Pcard Policies & Procedures training prior to being issued a card for use. The training is available in an online version at PCard Banner Policies and Procedures online course.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

PCard Policies & Procedures Manual[.pdf]

PCard Banner Training - 3 hours

IMPORTANT! The Basic Internet Native Banner Navigation class (either the instructor-led or online) is a pre-requisite for this class and must be completed prior to your attending this course. This course is required for individuals who wish to participate in the Visa Purchasing Card (Pcard) process as Account Managers or Business Managers. This is a three hour class on the monthly reconciliation process (Banner and AmSouth) and the coding of Pcard transactions in Banner. The Account Manager ensures appropriate use of the card for each purchase, matches receipts to charges showing in Banner, inputs information and approves transactions, reconciles receipts to printed monthly reports, responsible for maintaining and timely reconciling of reports and receipts, and record retention of receipts, backup documentation, and reports for auditing purposes. The Business Manager is the backup personnel to perform the respective duties in case of the Account Manager's absence. Cardholders are welcome but not required to attend this training session. Instead, cardholders must complete the online Pcard Banner Polices & Procedures Training Course prior to the issuing of a P-card. A Cardholder is a person designated by a department to be given a P-Card to make authorized purchases within preset limits. Please direct any questions to Tim Watterson (Purchasing) at ext. 1738.

Audience: All those responsible for PCard transactions.

Prerequisite: Basic Internet Banner Navigation

PCard Reconciliation and Coding Manual[.pdf]

Finance Self Service - 3 hours

Participants will be able to access and navigate within the Banner Finance Self Service system and be able to query, transfer and approve transfer of budgets and expenditures at the University of North Florida. Participants will also be able to obtain information regarding budgets, revenues, expenditures, commitments, and available balances within their area of fiscal responsibility.

Audience: Everyone currently approving requisitions, creating and approving budget transfers and querying budgets.

Prerequisites: Basic keyboard and mouse skills, familiarity with the Internet and basic knowledge of UNF budget process.

Manual [.pdf]

Employee Self Service Part 1 - Online

Click here to launch the Employee Self Service Part 1 online tutorial.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Manual [.pdf]

Employee Self Service Part 2 - Online

Click here to launch the Employee Self Service Part 2 online tutorial.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Manual [.pdf]

Employee Self Service for Supervisors/Approvers - Online

Click here to launch the Employee Self Service for Supervisors/Approvers online tutorial.

Audience: All those responsible for approving time sheets.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Manual [.pdf]

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Change Management Courses

Change Management Overview - Hour Only Training (HOT)

Change is the only constant in today's world. Dealing with the topic of change can be a difficult matter, particularly in an era where things are changing so quickly and so constantly. This course outlines strategies for coping with change and the negative thoughts, feelings, emotions and behaviors change may bring. Learning Objectives: Identify attitudes and beliefs about change, recognize the stages of change, understand possible reactions to change and how to handle them, learn tips and coping strategies for change.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Psychological Type and Change: Understanding Differences - 3 hours

People respond very differently to organizational change: Some are excited and stimulated. Some are fearful and become cautious. Some feel overwhelmed, depressed, and demotivated. People with the same Type preferences report similar reactions, concerns, strengths, and needs. Type provides one important window for understanding oneself and others and gives guidance to leaders for helping their people deal effectively with organizational change. The Myers-Briggs Type Indicator (MBTI) is the most widely used personality instrument in America. You will take this instrument on line before the workshop. During the workshop, your Type results will be explained and will be related to your strengths and needs during organizational change. We will also discuss the impact of organizational change - addressing the difference between intentional change which leaders experience with imposed change which is what workers experience. Additional topics include how the Types resist change, respond to stress, and develop a new understanding of their own strength and resilience in the face of ongoing changes.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Thriving Amidst Change - 3 hours

Change has become a constant in most working environments, and learning to ride the waves and survive -- even thrive -- is an essential workplace skill in the 21st century. In this interactive workshop, participants will learn to: Identify the characteristics and effects of informed, involved, and imposed change Navigate the rollercoaster ride of emotions that often accompany even desirable change Identify the stages of grief that accompany the journey from denial and resistance to exploration and acceptance Employ reliable strategies for survival, including skill-building, short- and long-term planning, and networking Recognize the opportunities that accompany the challenges presented by change scenarios Develop the personal and professional qualities that characterize people who thrive during times of change

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Communication Courses

Communicating Non-Defensively - 3 hours

Have you ever expressed an opinion that led others to become defensive or hostile - even if you didn't mean it personally? This workshop explores how we all must be responsible for the way we give and receive messages. Participants learn to recognize and overcome their own defensive behavior and put into practice the five skills of non-defensive communication.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Telephone Best Practices - Online

Click here to launch the Telephone Best Practices online tutorial.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Manual [.pdf]

Becoming More Assertive - Hour Only Training (HOT)

Being assertive is the ability to confidently express one's thoughts, feelings and actions without negatively impacting others. Effective and productive interpersonal communication skills are essential in the development of assertive skills. This course outlines strategies for becoming assertive without being aggressive. Learning Objectives: Understand the difference between assertive and aggressive behavior, understand the rules for valuing yourself and others, learn new skills for being assertive, learn how to say no without offending others, learn how to give and receive criticism.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Building Effective Communication - Hour Only Training (HOT)

Effective communication is essential not only for our professional life, but our personal life as well. This is an interactive seminar focusing on non-verbal communication, active listening, and other barriers to effective communication. Learning Objectives: Learn common styles of communication, identify barriers to effective communication, discuss tips and strategies for listening and responding, understand how to enhance communication skills.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Conflict Resolution - Hour Only Training (HOT)

Many organizations and their employees experience some type of conflict either at home or at work. It presents problems for many people, and the resulting stress often spills over into their lives inside and outside of work. Learning Objectives: Explore conflicts focusing on where conflicts arise and how we typically deal with them.  Learn new ways to resolve conflicts more productively and learn ways to prevent conflicts from happening in the first place.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Communication Essentials - Hour Only Training (HOT)

Effective communication is essential not only for our professional life, but our personal life as well. This is an interactive seminar focusing on non- verbal communication, active listening, and other barriers to effective communication. Learning Objectives: Learn common styles of communication, identify barriers to effective communication, discuss tips and strategies for listening and responding, understand how to enhance communication skills.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Powerful Presentation Skills - 3 hours

Gain confidence in participating in or leading meetings and learn how to strengthen your presentation style. How to build rapport Dynamic delivery Posture and gestures Movement and energy Your purpose Deliver for your audience How to structure your presentation Design a strong opening

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Effective Business Writing - 3 hours

Even the best communicators can use a brush-up on stylistic and grammatical guidelines. Fine-tune your knowledge of standard business English, learn key strategies to effectively communicate with clarity, conciseness and professionalism, and reduce embarrassing errors and mis-communications as you master the art of simplicity in this interactive workshop. Practice exercises will help you to: Construct sentences of appropriate length and clarity Avoid common grammatical, usage and stylistic errors Eliminate excess verbiage, awkward phrasing, and redundancies Learn techniques for proofing, editing, and checking for tone Use punctuation marks accurately every time

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Effective Workplace Communication - 3 hours

Studies indicate that, even among professional communicators, many conversations and emails are necessary to avoid and/or correct mis- communications. This workshop provides participants with tools to minimize the time we spend in ineffective conversations, emails and reports. Attendees will learn to: Identify our basic communication styles and those of colleagues and customers Recognize the perceptions and filters we use that cloud or bias communication Prevent emotions from causing lapses in professional interactions Understand the importance in active listening techniques in conversation Respond assertively without retreating into passivity or escalating conflict

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Mastering Creative Problem Solving Techniques - 3 hours

Good intentions are not enough to solve significant and business and strategic problems. Wanting to solve a problem must be combined with specific skills for analysis and a confidence to know when to take action. This common-sense approach to solving problems will help you see things from a different angle whether you are dealing with an urgent crisis situation or considering long-term process improvements. Hands-on demonstrations of techniques will help you clarify problems, identify causes, generate solutions, and make decisions. You will learn: How to tap into the creative thinking abilities you already have How to encourage creative thinking in your team Valuable tips on keeping your cool in a crisis Dealing with stalemates Reaching consensus

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Facilitating Effective Meetings - 3 hours

Covers common barriers to meeting effectiveness, as well as guidelines to maximizing five stages of the meeting process: Planning - developing an agenda, determining who will attend, etc. Opening - starting, ground rules, gate keeping Facilitating - techniques for dealing with conflict, impasse, problem- solving, decision-making Focusing - minimizing tangential distractions, tabling items for future meetings Concluding - reviewing decisions, assigning roles/tasks, gaining consensus

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Effectively Communicating with Diverse Populations - 3 hours

Communicating with people from different cultures is very common in today's workplace. In order to maximize workplace effectiveness, it is important to apply different strategies when communicating with different people. This will avoid the creation of conflicts and misunderstandings. In this workshop you will: Identify various techniques and strategies for safe and respectful interpersonal communication as a key to better understanding in the workplace Identify an individual cultural frame of reference and become more self-aware of other people's perception making processes Improve your awareness of the need for more empathic listening and feedback in communicating with others in the workplace Increase your awareness of the impact cultural differences have on verbal and non-verbal communication in the workplace Become familiar with and be able to appreciate the different communication styles and rituals men and women use in the workplace Learn how to strengthen your understanding of the communication process in the workplace Emphasis is given to practical analysis of typical communication scenarios in the workplace.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Powerful Presentations: Public Speaking that Connects - 3 hours

This interactive workshop is appropriate for presenters, speakers, and trainers who wish to learn and/or review techniques for giving talks that establish rapport with the audience and effectively communicate information in an engaging, professional manner. Topics covered include: Self-Evaluation: four stages of speaker readiness Dealing with anxiety through preparation and stress management Knowing your audience: assessing needs, values, and restraints Image components: effective speaker behaviors Optimal use of audio-visuals - general tips for placement Verbal, Vocal, and Visual aspects of speaker presence Dealing with questions from an audience

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Workplace Issues

ITS Online Billing Reporting - Online

Click here to launch the ITS Online Billing Reporting online tutorial.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Manual [.pdf]

Position Description Questionnaire - Online

Click here to launch the Position Description Questionnaire online tutorial.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Golf Cart Safety - Online

Click here to launch the Golf Cart Safety online tutorial.

Prerequisites: Basic keyboard and mouse skills and familiarity with the Internet.

Depression in the Workplace - Hour Only Training (HOT)

Mental health is a substantial part of our overall well-being.  If we feel good about who we are, we then in turn can generally expect to interact well with others in our personal as well as our professional lives. The counterpart of mental health is mental illness. Learning Objectives: Definition of depression, facts about depression in the workplace, symptoms of depression and mania, causes of depression, attitudes about depression, tips for coping with depression, evaluation and treatment, resources.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Feedback, Assistance, Inclusion, and Respect (FAIR) in Action - 3 hours

We will view four real life work interactions involving various dimensions of workplace diversity. We'll discuss what is going on above and beneath the surface with the people in each situation and explore effective, workable solutions. The scenarios focus on four powerful skills necessary for positive change: Feedback, Assistance, Inclusion, and Respect. It will improve your ability to relate to the people important to your success - co-workers, managers, customers, and suppliers.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Bridging the Generations Gap - 3 hours

Ever wonder why people older or younger than you think the way they do? This workshop will provide fresh insights and practical solutions for understanding generational differences, resolving conflicts, and managing effectively in today's age diverse workplace. It will give you: An understanding of the profiles of the four distinct generations working in the workplace today: the Veterans, the Baby Boomers, Gen Xers, and Gen Y. We will learn about their demographics, the events that shaped their lives and times, predominant traits, work styles, and key messages to keep in mind when recruiting, developing, and motivating these members of your workforce. An appreciation that the people who grew up in each generation have a unique and valid perspective on the world, particularly on the world of work. Behaviors that will help improve your communication with people from another generation. This workshop includes Name That Tune, a fun quick tour of music from each of the generations. This informative, fun session will help you bridge the gap with people you work with.

Audience: All employees, including OPS.

Prerequisites: None.

Self Service Budget Development - 2 hours

This course is designed to replace the former network drive (N:\) budget development process for those who develop, input and review budget data submitted by their department/division during the University's budget period. Participants will learn how to access self service, input budgets, obtain & print reports, download reports to excel for data manipulation, process organizational locks and obtain Non-E&G information during the University's budget cycle. Note: This course is NOT designed to teach individuals how to design an annual budget.

Audience: All employees in charge of department budgets.

Prerequisites: Introductory knowledge of Excel and sound knowledge of the University's budget process.

Manual [.pdf]

Managing a Multi-Generational Workforce - Hour Only Training (HOT)

The American workforce is much more diverse today than ever before in history. One of the aspects of that diversity, among several others, is the age of the workers. More generations interact in the workplace than has ever been the case previously. Workers are living longer, are generally healthier, and some have financial considerations that are keeping them in the workforce much longer. Supervisors and managers are faced with managing these different generations in the workplace – no easy task if one is not familiar with their varying work related preferences and values. Learning Objectives: Review the values and work related preferences of the different generations, identify generational differences that may cause conflicts at work, identify similar values among the generations, discuss strategies to manage some of the top challenges in multi-generational companies.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Mind Your Own Business: Rumors & Confidentiality in the Workplace - Hour Only Training (HOT)

Rumors are flying. Staff at your organization talk about each other and share confidential issues related to other employees. Gossip can spring up in your company or organization for a variety of reasons. The company should care because, gossip decreases productivity and creation, it distracts people from their work, it creates dividers between those who work together, it compromises customer service, and it can cause pain and resentment to people who are the targets. Gossip consumes much more time at work than one thinks.  Learning Objectives: Explore confidentiality issues, how to control the rumor mill, and how to exhibit proper workplace behaviors.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Safety in the Workplace - 1.5 hours

It's on the minds of everyone. From management to skilled labor, both employers and employees alike are concerned with safety in the workplace. We have guidelines that have been set down from OSHA to assist us in our endeavor to keep the workplace safe and minimize the risk that workers face day-in and day-out. And yet, no matter how we strive to keep the work environment safe, accidents happen all too often; no matter how minor or major they are, any accident is one accident too many. Learning Objectives: Understand the direct & indirect costs of lack of safety in the workplace, develop awareness of accident causes, define safety responsibilities, understand risk factors to violence in the workplace, apply good safety practices and implement prevention strategies.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Substance Abuse for Employees - Hour Only Training (HOT)

Drug and alcohol abuse continues to be a pervasive problem impacting both personal and professional lives. This workshop outlines strategies for identifying abuse and how to utilize EAP to address issues and get back on the road to success. Learning Objectives: Understand the definition of substance abuse, understand the impact of abuse in the workplace, understand the pathway to addiction, review the types and most commonly abused drugs, recognize signs & symptoms of abuse.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Understanding Generations at Work - Hour Only Training (HOT)

Today’s workforce is comprised of five major generations – Veterans, Silent, Baby Boomers, Generation X, and Generation Y. Each generation has a unique way of responding to life and to work — from how an employee dresses to their work ethic to respect for authority. Increasingly, generational differences are causing conflict and frustration in many organizations, and may interfere with the way we communicate and how we treat one another. Learning Objectives: Describe characteristics of the five generational groups found in the workplace, identify the different communication styles and approaches to work-life issues, review strategies for improved interaction among the generations, review tips for managers recruiting, orienting, developing and training multiple generations.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Crossing The Line: The Business Impact of Sexual Harassment - 3 hours

This subject is one that arouses strong feelings. Participants will have an opportunity to examine and recognize those feelings, to evaluate situations of alleged harassment, and to take steps to lessen complaints. It will help you: recognize the key elements of sexual harassment; understand the different attitudes about gender that are behind the behavior; assess the impact of sexual harassment on the individual, on productivity, and on the organization; know your responsibilities and take action in the event sexual harassment is directed at you or somebody else. We will include your organization's sexual harassment prevention policy in the handout and review what it means. We will also provide an acknowledgement form for all participants to sign at the conclusion of the workshop. A workshop for managers also includes intervention skills and practice.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

University Domestic Travel Training - 3 hours

This hands-on course is designed to provide the knowledge and skills necessary to follow established processes and to make appropriate decisions and arrangements for domestic travel. The course will cover the most frequently experienced domestic travel situations and prepare the learner to accurately submit domestic travel documentation, including a Travel Authorization Request and a Voucher for Reimbursement of Travel Expenses. This course serves as the pre-requisite for University International Travel Training.

Audience: Persons responsible for preparing and submitting domestic travel documentation and those interested in learning domestic travel policies and procedures.

Prerequisite: None

Manual [.pdf]

University International Travel Training - 3 hours

IMPORTANT! The University Domestic Travel Training class is a pre-requisite for this class and must be completed prior to your attending this course. The goal of this hands-on course is to assist the learner in submitting accurately prepared international travel documentation. The course provides learners with the knowledge and skills necessary to make appropriate decisions and to follow established processes for international travel. The course will cover the most frequently experienced international travel situations and prepare the learner to accurately submit international travel documentation.

Audience: Persons responsible for preparing and submitting international travel documentation and those interested in learning international travel policies and procedures.

Prerequisite: University Domestic Travel Training

Manual [.pdf]

Working with Diversity: A Peacock in the Land of Penguins - 2.5 hours

This highly interactive workshop is based on a delightful fable, "A Peacock in the Land of Penguins," which brings to life the challenges of "birds of different feathers" trying to work together, and their continuous struggle trying to be themselves in the conformity-minded Land of Penguins. A short video humorously illuminates the importance of understanding and embracing the full range of perspectives that people bring to bear on their work. We'll discuss ways we can leverage diversity as an asset in our life and for our business, and we'll explore what gets in the way when trying to expand our circle of influence and effectiveness.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

The Sandwich Generation - Hour Only Training (HOT)

More and more, working adults are confronted with the challenge of taking care of children and looking after aging parents while trying to find the time and energy to meet career demands and their own personal needs. This course takes a look at the "Sandwich Generation" and how to deal with their intergenerational dilemmas. Learning Objectives: Understand the dynamics of the sandwich generation and how their situation affects the home and the workplace, discuss the most common concerns of the sandwich generation, learn tips and coping strategies for dealing with these challenges, review additional resources for assistance and support.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Recognizing Workplace Harassment - 2 hours

This workshop is designed to help employees understand that harassment can take many forms and that each is a form of discrimination. It is critical that employees understand what constitutes harassment and discrimination and what they can do to prevent them. Using straightforward language and real-world examples this workshop will answer many frequently asked questions and provide a list of specific actions individuals can implement immediately to help them deal with these difficult situations.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

TRUST - The One Thing That Changes Everything - 2.5 hours

Trust has become the key leadership competency in the workplace today. In this workshop, you'll learn how to inspire lasting trust in your personal and professional relationships. When trust goes up, the speed of getting work accomplished also increases. We'll discuss the 4 cores of credibility and learn the 13 behaviors common to high-trust leaders throughout the world. Trust begins with each of us personally, continues into our relationships, and creates leadership that inspires confidence. You will learn: To understand how trusted leaders and teams do things better, faster, and at lower cost To identify the four cores of credibility To reveal the 13 behaviors common to high trust leaders and discuss actions to help build these behaviors

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Crisis Management Training - 2.5 hours

The President's Office has identified this class as mandatory safety and security training for all new employees. Members of the University Police Department, the Counseling Center, and the Department of Environmental Health & Safety will address the challenge of increased violence on University campuses and the steps that UNF is taking to address potential threats to the security of our community. This presentation will focus on how to identify and refer troubled students and employees, the role of the SOS Team, what to do in case of an emergency, and what measures are being taken to protect our campus from potentially dangerous situations.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Building Supervisor Program - Online

Click here to launch the Building Supervisor Program online tutorial.

Audience: All building supervisors.

Prerequisite: Basic keyboard and mouse skills and familiarity with the Internet.

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Supervisory Courses

Coaching for Improved Performance - 3 hours

This workshop is designed for managers and other supervisory employees who coach employees and conduct performance reviews. The goal of this session is to make participants aware of the important leadership opportunity they have at each step of the performance cycle. This course takes you through the process of writing SMART objectives, developing active listening skills, understanding the skills and behaviors associated with coaching employees, developing skills in giving feedback, and conducting an effective appraisal discussion.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Creating, Building and Managing Teams - 3 hours

We often find ourselves in situations where the team process it the only way to accomplish a goal. This training focuses on strategies to create an atmosphere conducive to building and managing a team that will produce positive outcomes. Give several illustrations of how a team's potential is greater than the sum of its parts. Describe how Objectives, Diversity, Support and Recognition contribute to team success. Describe insights into the roles and contributions of others on the team. Explain how small successes can empower team members. Describe how empowerment can contribute to meeting department and team goals. Effective ways to deal with team problems.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Hiring Smart: The Behavioral Interview - 3 hours

Selecting a new team member is a major investment for your organization. What you want in a quality employee selection process is one that validly predicts applicants' job performance, that gives every candidate a fair chance of being selected, and in which the people involved feel the process was worthwhile. In this workshop, participants will learn: what type of information to collect how to conduct a behavioral interview legal considerations in selection They will practice interviewing a candidate using an Interviewer Guide which has been developed for UNF.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Negotiating Conflict - 3 hours

Organizations today are focused on results and finding better solutions faster. To get our best performance, we must be able to effectively resolve issues, settle differences, and implement solutions on every level. The Thomas- Kilmann Conflict Mode Instrument (TKI) provides individuals with a means of discovering how their conflict styles affect performance. We all use a range of styles in handling conflict that are based on our skills and on the demands of the situation. By understanding and expanding these styles, we can improve the way we accomplish goals individually and within work groups. Participants are introduced to five basic conflict handling modes. They learn how and when each mode is typically most appropriate. We do not advocate any one mode over another. All modes are effective if applied to the appropriate situation and if used in a balanced way. In this workshop you will receive a personalized report showing how you use the five conflict handling modes: competing, avoiding, compromising, collaborating and accommodating. You will also have an opportunity to practice different modes.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Getting What You Want Through Time Management and the Art of Delegation - 3 hours

Time in any given day is one of the few things that is given to us equally. Yet it feels totally different when we are using time in a way we choose for ourselves than it feels when our time seems to loom out of control. We will explore our attitudes toward time, identify personal procrastination patterns and learn to plan time by setting priorities and developing action plans. Managing has been defined as getting others to do what needs to be done. You will assess your current responsibility delegation skills and learn eight important ingredients of effective delegation. Practicing effective delegation will give you more time to use in a way you choose for yourself.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Substance Abuse for Supervisors - Hour Only Training (HOT)

Drug and Alcohol abuse continues to be a pervasive problem impacting both personal and professional lives. This workshop outlines strategies to help supervisors identify abuse and utilize EAP to address issues that may be impacting productivity. Learning Objectives: Understand the definition of substance abuse, understand the impact of abuse in the workplace, understand the pathway to addiction, review the types and most commonly abused drugs, recognize signs & symptoms of abuse, know how to conduct early interventions.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Performance Management - 3 hours

This workshop is designed for managers and other supervisory employees who conduct performance reviews. The goal is to make participants aware of the important leadership opportunity the performance cycle provides them. It takes them through the process of writing SMART objectives, developing active listening skills, understanding the skills and behaviors associated with coaching employees, developing skills in giving feedback, and conducting an effective appraisal discussion.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Introduction to Supervision - 3 hours

The path to becoming an effective supervisor begins with an awareness of the difference between being responsible for one's own performance and being responsible for the coordinated work of others. Upon completion of this interactive workshop, participants will be able to: Identify specific behaviors that our own most effective supervisors have modeled Balance the importance of task and process in developing leadership skills Create a positive, supportive work environment that engenders trust Understand the challenges of supervising one's former peers Keep in mind the four basic leadership styles/techniques, each of which work in specific, frequently encountered situations Use delegation as a way to develop subordinates and create time to perform supervisory functions

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Keys to Supervision - Beyond the Basics - 3 hours

This interactive workshop is designed as a follow-up to "Introduction to Supervision." It is also an opportunity for experienced supervisors to gain new insights into maintaining an environment in which tasks are accomplished and employees feel valued and encouraged. Upon completion of the workshop, participants will understand: Strategies for prioritizing duties and managing time effectively How to make expectations and limits of authority clear when using levels of delegation How to recognize stress-related behaviors and coach/counsel employees during difficult times The importance of building trust through communication with management, subordinates, and peers How to give constructive feedback and maximize results

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Leadership Based on Good to Great - 3 hours

Discover how good organizations become great organizations. This leadership development program is based on the best-selling books Good to Great: Why Some Companies Make the Leap... and Others Don't and Good to Great and the Social Sectors: A Monograph to Accompany Good to Great by Jim Collins. In this workshop you will explore how the Good to Great principles "develop a sustainable resource engine to deliver superior performance relative to [your] mission." The Keys to How Good Organizations Become Great Organizations: Defining "Great" - Calibrating Success without Business Metrics Level 5 Leadership - Getting Things Done within a Diffuse Power Structure First Who - Getting the Right People on the Bus, within Social Sector Constraints The Hedgehog Concept - Rethinking the Economic Engine without a Profit Motive Turning the Flywheel - Building Momentum by Building the Brand

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Leadership at the Movies - 3 hours

Film - and the energetic discussion it stimulates - provides powerful insights. During this workshop we will observe and discuss short scenes about leadership from great feature films. These "leadership moments of truth" illustrate what leaders do. Each scene encourages you to get into "the act", helping you to see yourself playing the lead role and gaining leadership insights in the process.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Management Matters - 1.5 hours

This training has been designed for managers and other supervisory employees. The goal is for participants to become familiar with the ways that Human Resources/Employee and Labor Relations can assist them with a variety of employee-related issues. Topics discussed include: performance management, effective coaching and feedback, the performance appraisal process, the progressive discipline process, and the University's awards program.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

Leading a Multi-Generational Team - 3 hours

In our multi-generational workforce, each age group has different points of view, expectations and different demands. Leaders who cannot recognize these, and who fail to see the contributions of each generation, will lose their best employees and see their workplaces in turmoil. In this workshop we will learn how to "Gen-Flex" or move into another generation's comfort zone. We will learn about a model for resolving conflict and will apply it to a generational conflict situation. Join us for this highly interactive workshop.

Audience: Anyone with supervisory responsibility.

Prerequisite: None

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Excellent Service Courses

Excellent Customer Service - 3 hours

Learn new specific tips and ideas to make you a UNF Service Professional. This session is designed to help you provide students, faculty, staff and the public information in a professional manner, build on your current skills and go to the next service level. You will learn to develop a customer profile for internal and external customers and respond to their needs in a timely and dependable fashion; communicate effectively, maximizing your listening skills and developing power phrases to increase your productivity; and provide accurate and timely resolution of customer issues and inquiries. You will additionally acquire tips on handling different personalities in person and on the phone; analyzing recurring issues for constant improvement and helping the public understand we provide quality service. No one like you; No place like this.

Audience: All front-line and support personnel, including OPS.

Prerequisite: None

Beyond Hello: Telephone Customer Service Skills - Hour Only Training (HOT)

If your organization's telephone presence is less than top-notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. Do the people who answer your phone appear empathetic? Friendly? In control? Do they listen well? Do they understand what makes the person on the other end of the telephone tick? Learning Objectives: Learn basics of customer service, how to project a polished phone image, learn phrases that say "professional, warm, and ready to help,"  how to screen calls, how to take accurate and effective messages; and questioning techniques that get to the root of customer concerns.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Dealing with Difficult Behaviors - 1.5 hours

Learn techniques to turn around difficult behaviors in all types of situations. Increase your productivity with proven strategies for success. Every work environment has its difficult issues and these issues, if not turned around, could easily become nightmares. First, we discuss how differences in makeup and personality require different responses and coaching techniques. We will identify your current work relationships and customer challenges, and we will analyze some of the underlying causes that make people difficult. Some of these causes include: people not understanding procedures and responsibilities, their fear of negative consequences, their different ages, and backgrounds. We will identify the cast of difficult customers and team members and master the tools and techniques for successful interaction.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Quality Customer Service - Hour Only Training (HOT)

Quality customer service goes hand in hand with professionalism.  Keeping clients happy is more than just good policy.  It’s the key to winning customer loyalty.  But there’s a big difference between giving clients “standard treatment” and giving them the “royal treatment”. This seminar discusses important ways of providing ROYAL customer service. Learning Objectives: Understand the cost involved in poor customer service, understand challenges and roadblocks that inhibit quality service, develop skills to provide royal customer service.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Self Esteem and Top Performance - 3 hours

This interactive workshop provides an opportunity to assess your satisfaction with your own job performance and identify areas in which your self-confidence may be as healthy as you would like it to be. Participants will learn about the connections between the level of our self-esteem and the ability to remain persistent and self-motivated to achieve our professional goals. Learning objectives covered in the workshop include: The six "pillars" of self-esteem that combine to create a positive self-image Techniques for setting small, reachable goals to keep us focused The ways our lack of confidence causes us to sabotage our opportunities to stretch ourselves professionally The importance of reviewing and discarding cognitive distortions that we may have learned early in life, which remain with us in the form of an inner critic Clear, practical strategies to align our vision of "future self" with the present reality

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Satisfaction Guaranteed:  Delivering High-Caliber Customer Service - 3 hours

In a world filled with intense competition for students, how do we align our service with our tag line of "At UNF, students are our first priority"? This workshop provides participants with an understanding and practice of the customer service model of Listen - Reflect - Respond. This is the perfect opportunity to send a team or group of people who work together to explore what it means to deliver Excellent Customer Service in your department.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Customer Service Fundamentals - 3 hours

Have you ever walked into a retail store and WANTED to buy something simply because of how gracious the host was? Or, have you ever ordered dessert when you weren't hungry any longer because the waiter, who had been so wonderful throughout the entire meal, suggested it? If so, you have witnessed an artist directing the symphony of customer service. During this seminar we will talk about the many benefits of great customer service. Then you will identify your personal customer service instrument, tune it up, and start practicing for the production! In this seminar you will learn to: Refresh your perspective. Focus on the customer. See things from the customer's perspective. Keep a fresh attitude. Keep a fresh attitude.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Advanced Customer Service - 3 hours

In Customer Service Fundamentals, you learned how to tune your customer service instrument to lead the symphony of customer service. During this advanced seminar we will continue tuning up our instrument and learn problem- solving and communication strategies that work! NOTE: Customer Service Fundamentals is NOT a prerequisite for this class, but compliments the material. In this seminar you will learn how to: Deal with difficult customers. Understand and diffuse customer emotions. Make the problem better - or worse! Creatively solve problems. Keep loyal customers.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Providing Exceptional Service to Angry or Difficult Customers - 3 hours

Learn on-the-job peacekeeping skills that will help you prevent blowups, mediate disputes and foster teamwork. You will learn how to defuse conflicts involving negative or hostile internal or external customers. You can turn complaints into opportunities to create satisfied customers: It's a matter of learning what works. Although situations vary, the way you communicate often plays a large role in whether you succeed in meeting the customers' expectations. Learn to identify what the customer really needs from you to ensure satisfaction. By focusing on the process rather than simply the task, you can impress both internal and external customers with your ability to: Use the four R's of customer service to create an alliance with the customer Identify the most common expectations of most customers Re-group after a challenging customer interaction Stay solution-focused and manage conversations with angry customers Designed for everyone who deals with people daily, the skills learned in this course will provide you with the tools that will work with your external clients and customers, as well as with co-workers and staff.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Team Building Courses

The Five Functions of a Team Part I - 4 hours

This session is designed to help departments achieve synergy and become a more effective team. Participants will complete the DISC assessment; understand their behavior style and its effects on the team. Team members will rate the trust level of the team; identify the reasons behind this rating; and determine actions that can improve the level of trust among members.

Audience: These sessions are open to all departments. Chairs and directors interested in having their department participate in these sessions may call ext. 1707.

Prerequisite: None

The Five Functions of a Team Part II - 4 hours

Teamwork remains the ultimate competitive advantage in any organization. This session will introduce participants to the five functions of a team: building trust, mastering conflict, achieving commitment, embracing accountability, and focusing on results. Participants will be given tools to help them contribute to these functions.

Audience: These sessions are open to all departments. Chairs and directors interested in having their department participate in these sessions may call ext. 1707.

Prerequisite: None

Building An Effective Team - Hour Only Training (HOT)

Team Building has been recognized by many companies as an important factor in providing a quality service and remaining competitive. Yet the term 'team building' can sometimes seem rather nebulous; people often know that they need it, but aren't quite sure what it is. This seminar discusses successful team building, which creates effective, focused work teams. Learning Objectives: Learn the definition of team, characteristics of a good team, stages and dynamics of team building, 12 C’s of effective teams and reinforcing team efforts.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

	Instructor-Led Training	The instructor-led training schedule is published every semester and can be viewed here.
	Online Training	Online classes can be viewed online at any time from any place with an Internet connection.
	Supplemental Materials	Supplemental materials are provided in .pdf format if they are available.

Work/Life Balance Courses

Anger Management - Hour Only Training (HOT)

Anger is a completely normal, usually healthy, human emotion. But when it gets out of control and turns destructive, it can lead to problems at work, in personal relationships, at home and in the overall quality of life. This course outlines strategies for managing this unpredictable and powerful emotion called anger. Learning Objectives: Understand what anger is, recognize the causes and effects of anger, learn tips and coping strategies for dealing with anger, learn the rules for fighting fair.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Balancing Home and Career - Hour Only Training (HOT)

If you are like most working parents today, you have the responsibility of keeping your household running smoothly and your family happy, in addition to the demands of your job. This course outlines several ways you can help your family coexist harmoniously with your job. Learning Objectives: Discuss myths about working parents, understand the components of balance, learn to prioritize your responsibilities, learn tips and coping strategies for balancing home & career.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Building Positive Self-Esteem - Hour Only Training (HOT)

Taking care of yourself is the foundation on which all other pathways to self-esteem rest. The way others see us is directly related to how we see ourselves. In this interactive seminar, participants will learn techniques for creating a positive self-image and how our self-talk affects our attitude.  Learning Objectives: Define self-esteem, understand some causes of low self-esteem, learn how to build a positive self-image, understand how self-talk affects your attitude, tips for loving yourself and being your best.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Caring for the Caregiver - Hour Only Training (HOT)

Few people are prepared for the responsibilities and tasks involved in caring for the aged. Many people do not have a choice in the matter. The primary necessity of being a good caregiver is learning to take care of oneself. This course outlines strategies for caring for the caregiver.  Learning Objectives: Understand the grieving process, understand the types of caregiver stress, review and prepare checklist for the care-receiver and the caregiver, learn tips and coping strategies for the caregiver, appreciate the caregiver’s bill of rights.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Coping with the Storms Of Life - Hour Only Training (HOT)

We are living in uncertain times – the destruction of the World Trade Centers, the war in Iraq, the ongoing threat of terrorist attacks, and the increase in the intensity of hurricanes. Our world has changed drastically, and focusing on "business as usual" has become extremely difficult. But occupying our time with the routine of work is a necessary step in coping with crisis. Each person reacts differently to a crisis and a range of responses can be expected. You must remember, however, that for some people the effects may not be felt immediately but, instead, arise months later. Learning Objectives: Understand the emotional impact of uncertain times, helping your workforce cope, taking care of you in times of stress, helping children deal with disasters.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Creating Healthy Lifestyles - Hour Only Training (HOT)

People are living longer today than ever before, but are they living healthier? Living a healthy lifestyle is your first line of defense against diseases and can determine to a great extent how long you live. This seminar explores seven basic areas for a healthy lifestyle. Today we will look at diet and nutrition, physical activity, smoking, alcohol, mental/spiritual, sleep, and preventive measures. Learning Objectives: Understand diet and nutrition, physical activity, smoking, alcohol, mental/social/spiritual health, sleep and preventative measures and how these variables contribute to a healthier lifestyle.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Dual career Couples - Hour Only Training (HOT)

Over the past twenty years, across socioeconomic classes, there has been an increase in time devoted to work and a decline in leisure time, resulting in a time crunch for many families. This time crunch affects partners' time with each other, and for those who are parents, time with children. Learning Objectives: Definition of dual career couples, trends, challenges, positive effects, balancing work and life management tips.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Effective Parenting Techniques - 1.5 hours

Raising children can be fun and rewarding. It does not need to be as difficult as we sometimes are led to believe. While some parents are more effective than others, most parents can be taught parenting techniques that get positive results. This workshop explores ways to increase your effectiveness as a parent. Learning Objectives: Understand how to develop a healthy family, understand the importance of communication, learn how to build a child’s self-esteem, learn how to be there for your teenager, learn how to let go.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Financial Fitness: Controlling Your Debt - Hour Only Training (HOT)

Money problems can be as upsetting as they are commonplace. Learning to stay financially healthy is good for you, your family and your future. In this seminar you will identify common causes of financial difficulties, learn the importance of a budget and strategies for financial management. Learning Objectives: Understand why you need financial planning, identify potential debt problems, understand responsible credit, learn how and why to budget.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Preventing Medical Errors: Improving Your Healthcare - 1.5 hours

Research shows that Americans want and value quality health care. However, medical errors are one of the Nation's leading causes of death and injury. A recent report by the Institute of Medicine estimates that as many as 44,000 to 98,000 people die in U.S. hospitals each year as the result of medical errors. This seminar summarizes the major ways you can check for quality in health care. Learning Objectives: Learn how to prevent medical errors, ways to be more involved in your health care, how to make wise health care choices, how to talk to your doctor, how to read prescriptions.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Reducing Holiday Stress - Hour Only Training (HOT)

The holidays can be a time of happiness and joy with family and friends. It can also be a time of frustrations and increased demands on you physically, mentally, emotionally and financially. This course outlines strategies for surviving the holidays and maintaining your well being at a potentially stressful time. Learning Objectives: Identify the stressors present during the holidays, understand the major sources of stress, learn to balance expectations from family and work, learn tips and coping strategies for managing holiday stress, learn to relax, appreciate the holiday bill of rights.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Stress Management - Hour Only Training (HOT)

We live in a stressful world. In the short term, stress is vital to life and can be good. However, over time, stress can be very destructive. In this interactive seminar, participants will learn the definition of stress, identify sources of stress in their life and examine guidelines for a low-stressed lifestyle. Learning Objectives: Define stress, identify sources of stress in your life, determine your current level of stress, discover strategies for coping with and removing stress in your life.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Stress Relaxation Techniques - Hour Only Training (HOT)

Stress, we hear the word so many times in any given day. You may be feeling the effects of working long hours, no down time, no quality time with your family. Or you may feel that stress does not affect you at all. Stress can be both positive and negative. Americans are constantly on the go. Learning Objectives: Understand what stress is and how it impacts you, recognize the symptoms and causes of stress, learn relaxation techniques that work, stress management tips.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

The Sandwich Generation - Hour Only Training (HOT)

More and more, working adults are confronted with the challenge of taking care of children and looking after aging parents while trying to find the time and energy to meet career demands and their own personal needs. This course takes a look at the "Sandwich Generation" and how to deal with their intergenerational dilemmas. Learning Objectives: Understand the dynamics of the sandwich generation and how their situation affects the home and the workplace, discuss the most common concerns of the sandwich generation, learn tips and coping strategies for dealing with these challenges, review additional resources for assistance and support.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

The Value Of Exercise - 1.5 hours

Most people know a great deal of the value of exercise, but there are some myths about exercise that are still misleading many people. This seminar focuses on how much you know already, and maybe find out a few new things along the way. Learning Objectives: Discuss myths about exercise, provide alternative ways of looking at exercise, mental and physical benefits of exercise, safety tips, and challenges.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Time Management - Hour Only Training (HOT)

Managing your time well is essential in today's busy world. This workshop helps you analyze how your time is spent and explores time management tips that may help participants gain more control over their life. Learning Objectives: Understand the definition of time management, discuss the pie chart of life, understand why we procrastinate, identify techniques for effective time management, learn how to get organized.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Understanding Domestic Violence - 1.5 hours

We have few needs as basic as the need to feel safe in our own homes. Yet millions of people live in fear of a spouse or friend, or even of their children. In this seminar, you will learn what domestic violence is, why it should be stopped and what you can do to help. Learning Objectives: Understand what domestic violence is, discuss statistics regarding domestic violence in America, recognize signs & symptoms of domestic violence, understand the issue of power and control, learn what you can do to stop domestic violence.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Income Tax Smarts: 10 Most Missed Deductions - 1 hour

This is a brown-bag "lunch and learn" session. Drinks will be provided. The topic of this information session is about the top 10 most frequently missed tax deductions. It is valuable information because missed deductions can add up. In fact, when H&R Block reviews tax forms prepared by people who are not certified, they find that 87 percent of people miss important deductions. These deductions could earn them an additional $1,300 in a tax refund. H&R Block will share some tips about how to prepare a return that will include all the deductions people deserve.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Balancing Personal and Professional Life - 2.5 hours

Slogans such as "Be all that you can be" and "Just do it" epitomize the emphasis on achieving one's personal and professional best. We try to be effective workers, friends, spouses, and parents all at the same time and while living in a diverse workplace and community. This workshop is designed to enable participants to learn and apply concepts and techniques related to becoming more effective in various aspects of their lives. The principles and skills taught can be used to improve balance at work, within important relationships, or in any other areas of our lives. The program focuses on individual reflection combined with small group problem-solving approaches.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Getting Organized - 3 hours

Is your life filled with too many must have's and should do's? You'd be amazed at how much free time you really have - the problem is that there are too many ways to spend it! And what ever happened to the paperless office? Information is coming from every direction - e-mail, voicemail, paper - not to mention meetings and hallway conversations. There is help - even for the hopeless. Learn how to find what you need - when you need it! Create a system that is easy to maintain yet helps you stay on top of what you need to do, need to have, and need to know. Make time for the projects YOU want to work on because the day-to-day clutter won't take all day. In this workshop you'll learn: How to find a system that keeps you on top of what you need to know, need to find, and need to do. How to spend less time on phone mail, e-mail, and junk mail so you can do what YOU want to do. How to create a communication center that means you and people in your department and family won't miss messages and overlap commitments. How to streamline the paper flow in your home or office - even if you aren't naturally organized.

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None

Goal Setting and Success - 3 hours

Like many professionals, you may feel you have more work and less time to do what you need to do. It is time to define the goals that are most important to your success and think about ways to meet those goals. In this session you will learn how to: Identify your goals Set smart goals Set yourself up for success so you can successfully achieve your goals Evaluate your goals Help others set goals

Audience: A&P, Faculty, USPS, OPS, Student OPS

Prerequisite: None